Technical Product Requirements - Inisoft

Copyright Inisoft Ltd 2016 - Confidential of 12

Technical Product

Requirements

for

synTelate® Portfolio

Version 16 11th November 2016


CHANGE HISTORY Version Date Author Comments

1 19/10/2012 Fraser Cochrane Updated for synTelate Version 4.3

2 23/10/2012 Oonagh McBride Updated recommended requirements and incorporate client logging.

3 18/03/2013 Fraser Cochrane Amended authentication section and PCS requirements

4 29/4/2013 Fraser Cochrane Amended contact information

5 03/10/2013 Oonagh McBride Added POM requirements.

6 24/3/2014 Fraser Cochrane Amendments

7 20/8/2014 Fraser Cochrane Inserted Designer and WebAgent version compatibility grid

8 08/10/2014 Oonagh McBride Removed XP / i.e 8 support.

9 23/10/2014 Fraser Cochrane Altered TSAPI integration requirements

10 15/7/2015 Fraser Cochrane Updated browser requirements

11 9/9/2015 Fraser Cochrane Updated Max users for single WebAgent server, Updated Enterprise requirements,

Updated WebAgent details for version 3.2

12 14/9/2015 Fraser Cochrane Updated Max users for single WebAgent server, Updated WebAgent Server

requirements

13 18/02/2016 Oonagh McBride Updated minimum memory requirements.

14 3/5/2016 Fraser Cochrane Added Window 10

15 24/6/2016 Fraser Cochrane Removed IE 9

16 11/11/2016 Fraser Cochrane Updated for Pro and Basic


synTelate® – Technical Product Requirements

The following sections explain the various minimum requirements for a synTelate® installation.

Section 1 details the requirements for Enterprise Agent : Version 5.1

Section 2 details the requirements for WebAgent : Version 3.2

The requirements for synTelate® Designer are detailed in both sections

The latest version of this document is available from

http://www.inisoft.com/syntelate-technical-product-requirements

If you have any questions relating to a specific installation or installation requirements, please

contact your synTelate® sales representative or the Inisoft Support Desk. Tel: +44(0) 800 668 1290 or

E-mail: [email protected]

http://www.inisoft.com/syntelate-technical-product-requirements

mailto:[email protected]


synTelate® Enterprise Agent (Pro only)

Client Workstations Operating System Windows 7, 8 & 10

Screen Resolution 1024 x 768 or higher

Web Browser Microsoft Internet Explorer v10 or higher

Memory

Agent minimum 4GB RAM

Designer minimum 4GB RAM

Network Interface Card Minimum 100MB/Sec rated

TCP/IP protocol

Must be installed. (Workstation must be able to ‘ping’ the server that will

hold the database).

User Authentication All agents must log in using unique Windows domain network accounts

Database All workstations must have the appropriate database client software

installed and be able to establish a connection to the Database.

Client Database

Connectivity

Oracle

Oracle client version 10g, 11g (32 bit) or 12c (32 bit) is

required, including the Oracle Data Access Components (e.g.

Oracle 10g Provider for OLE DB)

If using an Oracle database each client Workstation should

have Oracle client connectivity software installed and have an

established connection between the PC and Database

software.

Microsoft

SQL Server

SQL Server client connectivity software is NOT required. This

does not remove the requirement to ensure adequate SQL

Server licensing in place.


Database Requirements (Software Only) We would recommend that the server which runs the synTelate® database is a standalone server or

member server – Not a Primary Domain Controller or Backup Domain Controller.

Oracle Oracle 10g, 11g or 12c

Microsoft SQL Server SQL Server 2012, 2014 or 2016 (Standard or Enterprise

edition

MS SQL Server should be installed using the default settings

in particular with COLLATION (MS SQL) set as CASE

INSENSITIVE

Supported datatypes for use with synTelate®:

Char datetime, decimal, float, int, money, real, text, varchar,

numeric, nchar, nvarchar

synTelate® Service synTelate® Service is required for outbound dialing when synTelate is not used in conjunction with an

Avaya PCS or Avaya POM.

Operating System

Requirements

Windows Server 2008 or 2012

MS Internet Explorer v10 or later

TCP/IP protocol installed

Hardware Specification

(does not include

Database)

synTelate® Service only -

2Ghz processor recommended

2GB RAM recommended

A minimum of 2GB of free disk space is recommended.

SCSI Drives are also recommended

Network Interface Card –100Mb/Sec rated recommended

Where call list data is not handled by a dialer the synTelate® Service Application only requires a

dedicated server if running outbound calling lists with more than 150 concurrent users. The above

synTelate® Service Hardware Specification requirements should be used only as a guide. Hardware

specification is dependent upon a number of variables - environment, operating system, number of

concurrent users and other applications running on the same equipment. Sites making use of a

dialer to manage outbound call lists need not install the synTelate® Service Application.

synTelate® Port synTelate® requires port 1100 exclusively by default. Responsibility for port number conflicts on the


network lie with the user organisation. If necessary synTelate® service and client PCs can be re-

configured to use another port number.

Avaya PCS Requirements Avaya Agent API is provided by Inisoft

Proactive Contact OS Avaya Agent API Compatible synTelate versions

PC 4.0.x1 v4.1.017 3.1.x, 4.0.x, 4.1.x

PC4.1.x v4.102.0.14 3.1.x, 4.0.x, 4.1.x

PC4.2 V4.200.0.9 4.1.5+, 4.2.x

PC5.0 V5.0.0.9 4.2.x, 4.3.x

PC5.1 V5.101.0.2 4.3.x, 5.1

1 A PC4.0.1 dialer must be patched to PC4_Patch 105-4_0_1_105_001

For Predictive Agent Blend the relevant CTI client software will be required

PCS Call lists must have the Field ORIGINALJOBNAME added to the Calling List Dictionary.

Field Data Type Length

ORIGINALJOBNAME Character 30

Avaya POM Requirements Avaya POM API is provided by Inisoft

POM Version POM API Version Compatible synTelate versions

3.0 3.0.0.145 4.4

3.0.2, 3.0.3 3.0.2.10 4.4.12+, 5.1

3.0.4 3.0.4 5.1.1+

For Blend the relevant CTI client software will be required

CTI software Appropriate CTI Software must be provided by your telephone system provider.

Avaya AES : For inbound or dialler controlled Predictive/Proactive blending at the synTelate

desktop, a CTI link between the synTelate Agent and AES using a TSAPI basic license will be required

for each concurrent inbound or blended agent. Agent phones should be configured for no more than


2 call appearances.

Other synTelate® is compatible with Citrix and Terminal Services.

synTelate® can be run in a virtual environment.


synTelate® WebAgent (Basic and Pro)

Client Workstations Operating System Windows 7, 8 & 10

Screen Resolution 1024 x 768 or higher

Web Browser Minimum : Microsoft Internet Explorer v10

Maximum and Recommended: Microsoft Internet Explorer v11

Framework .Net Framework 3.5

Internet Explorer

settings

Browser History Settings must be configured as follows for Temporary

Internet Files:

Check for newer versions of stored pages every time I visit the

web page

Security Settings must be configured as follows for the Intranet zone:

.Net Framework-reliant components Run components not

signed with Authenticode = Enable

.Net Framework-reliant components Run components signed

with Authenticode = Enable

.Net Framework-reliant components Permissions for

components with manifests = High Safety

Memory Agent minimum of 4GB RAM

Designer minimum of 4GB RAM

User Authentication All agents must log in using unique Windows domain network accounts.

The domain accounts must be on the same domain or on a domain

trusted by the domain on which WebAgent is installed.

Code Authentication All agent machines must have Code Access Security Policy (CASPOL)

Groups added to allow some agent controls on the web page to be

downloaded from the Web Server.

Logging If logging is enabled the agent must have read / write and create access

to the windows user temp folder.


WebAgent Web Server Operating System Windows 2008 or 2012 Server

IIS version 7/7.1(Windows 2008) / version 8 (Windows 2012)

installed and configured

IIS set up for ASP.NET 4.0 Extensions

Windows Authentication feature is installed.

WCF feature needs to be installed

.NET Framework .NET Framework 3.5 and 4.0.

Memory Recommended 16GB RAM

Publishing The synTelate Designer must have create access to the following

folders in the TEST and LIVE WebAgent web sites:

Campaigns

Scripts

Xml

WebAgent Connection Server For sites with fewer than 200 concurrent agents the Connection and Licence Services may be

installed on the web server. Otherwise the Connection and Licence services should be installed on a

separate server.

Operating System Windows Server 2008 or 2012

Memory (if separate

server)

Recommended 16GB RAM

Telephony Connectivity Ensure that any dialler or telephony systems are visible to the

connection server via the relevant connection method

.NET Framework .NET Framework 3.5 and 4.0. Will be installed by the WebAgent

installation if not already installed

Network Access The Connection Service requires read access to the XML folders in

the LIVE and TEST folders in the Web Agent web site install.


WebAgent ports synTelate® WebAgent requires the use of 2 ports for bi-directional communication. The ports are

configurable.

IIS to Licence Service Default port: 8282

IIS to Connection Service Default port: 8181

synTelate Designer Version The following grid shows the link between WebAgent versions and Designer versions

WebAgent Version Designer Version

3.0.14 4.3.1

3.1.5 4.4.1

3.2.6 4.4.9

3.2.8 4.4.12

3.2.10 4.4.19

3.2.11 4.4.20

For connection to Oracle databases the Campaign Compiler in synTelate Designer will need the

relevant 64 bit Oracle client as detailed below

Database Requirements If there is no requirement to store data via synTelate then only the synTelate designer will access the

database. There will be no need to access the database at runtime. If the database is accessed then

both the Web Server and the Connection Server will require access.

Oracle Oracle 10g, 11g or 12c

Microsoft SQL Server SQL Server 2012, 2014 or 2016 (Standard or Enterprise

edition)

MS SQL Server should be installed using the default

settings in particular with COLLATION (MS SQL) set as CASE

INSENSITIVE

Supported datatypes for use with synTelate® WebAgent

Char, datetime, decimal ,float ,int ,money, real ,text

varchar, numeric, nchar, nvarchar

Oracle Client Database Connectivity

Oracle client 10g, 11g or 12c (64 bit) is required, including the Oracle Data Access Components (e.g.

Oracle 10g Provider for OLE DB)

If runtime data is stored to an Oracle database then the following must be installed on the Web


Server and Connection Server:

Oracle Network Utilities

Oracle Windows Interfaces:

o Oracle objects for OLE

o Oracle provider for OLEDB

o Oracle data provider for .NET

Oracle Call Interfaces

SQL Server Database Connectivity

If Windows Authentication is used then WebAgent App Pools in IIS and Connection Service need to

run using as a windows user account that has access to the database.

Avaya PCS Requirements The following section is only relevant where Web Agent communicates with the Avaya PCS.

Proactive Contact Operating System Compatible synTelate Web Agent versions

PC4.2 2.0, 2.1

PC5.0 2.1, 2.2, 3.0, 3.1, 3.2

PC5.1 3.0, 3.1, 3.2

The Avaya Agent API software must be installed on the Web Agent Connection Server. This provides

the correct certificates for communication to the Avaya PCS.

The Connection Service must be able to connect to the PCS over TCP\IP

PCS Call lists must have the Field NAME added to the Calling List Dictionary.

Field Data Type Length

NAME Character 30

Avaya POM Requirements The following section is only relevant where Web Agent communicates with the Avaya POM.

POM Version POM API Version Compatible synTelate versions

3.0.1 3.0.0.145 3.1, 3.2

3.0.2, 3.0.3 3.0.2.10 3.2.8


3.0.4 3.0.4 3.3.0

The Connection Server must be able to communicate to the POM server over TCP\IP

Virtualization synTelate Web Agent can be run in a virtual environment.

Technical Product Requirements - Inisoft

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