Copyright Inisoft Ltd 2016 - Confidential Page 1 of 12
Technical Product
Requirements
for
synTelate® Portfolio
Version 16 11th November 2016
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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
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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]
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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.
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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
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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
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2 call appearances.
Other synTelate® is compatible with Citrix and Terminal Services.
synTelate® can be run in a virtual environment.
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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.
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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.
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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
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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
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