eicc 2016 - skype for business - 4net technologies · 2020. 3. 11. · 11 june 2015 updated...

EICC 2016 - Skype for Business

© Enghouse Systems, Limited Publish Date: Wednesday, 9 December 2015 UID: Z20110815154247

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Revision History

Date Ticket # Changes Made

7 July 2015 ED-3027 Added Windows 10 information and also edited the ZCC support section to include support for 8.1 and 9.

11 June 2015 Updated dialogic Brooktrout version to 6.7.

29 January 2015

Doc-534 29 January 2015 Doc-534 Added Windows Server 2012 R2 (64 bit) to the Server table.

22 January 2015

22 January 2015 Removed the note about Aculab from the Card and Driver Version support section.

23 September 2014

TLS-1058 Updated Web Chat Queuing requirements.

13 June 2014 ED-2387 Removed references to Executive Conference, reflecting end of life for this product.

28 May 2014 ED-2346 SQL Server 2014 support added.

29 April 2014 - 8.0 version released.

15 April 2014 DOC-475 Added Outlook 2013 and Office 2013 support for the Gateway for Microsoft Lync

4 March 2014 LY-3550 Updated the Platform Differences page to include Survey

28 February 2014

ED-2238 Removed references to Dashboard, which has been deprecated in 8.0.

24 January 2014

DOC-34 Added Windows 8.1 support. Updated Windows RDS note so that it includes Windows RDS 2012; Updated the note about TouchPoint support on Citrix XenApp/Windows RDS to indicate that Published Applications are not supported.



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19 December 2013

DOC-455, DOC-456, DOC-453

Included Web Chat Queuing supported, revised the Lync support and maximums table to include Email and Web Chat Queuing information, added specific Exchange Server for each version of Microsoft Lync.

31 October 2013

- 7.0 PSS released

25 October 2013

DOC-439,DOC-373, DOC-298, DOC-448, DOC-416

Removed End of Life section

Updated web browser support

Added Snapshot to the server- and client-side certification matrices and added the maximum supported concurrent sessions

Added Windows 8 and Citrix XenApp support for Lync

29 September 2013

DOC-398 Added SQL Server Enterprise support

26 September 2013

- Outdial and IVR Support added for ZCC for Lync

Added note about TouchPoint not being supported using Application Virtualization on Citrix XenApp

28 August 2013

DOC-394 Added note about using ZCC for Microsoft Lync not being able to use Microsoft Conference Bridge entry and exit announcements if they share the same front-end pool.

21 August 2013

DOC-392 Added note about Home Editions of Microsoft Outlook not being supported

26 July 2013 ED-2003 Rebranded the CallRex Gateway to the QMS Gateway

17 June 2013 - Updated required .NET version and C++ redistributables



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14 May 2013 DOC-374, DOC-378, DOC-377, DOC-376, DOC-381,

Removed Lotus and Novell Groupwise from the Server-side certification matrix.

Added Citrix XenApp 6.0 support information.

Updated virtualization support to include VMware 5.1 and Vmotion.

6 May 2013 DOC-366 Updated Executive Mobile and Snapshot mobile operating system support

2 May 2013 ED-1317, DOC 364

Updated content to reflect end of support for Windows Server 2003 and Windows Terminal Server Terminal Server 2003

Updated system maximums tables

30 April 2013 ED-1921 Updated to reflect end of support for OCS Gateway.

27 February 2013

LY-537 Lync call volume and BHCA information updated.

21 January 2013

DOC-335 Updated CTI Server requirements for ZCC for Lync

16 January 2013

ED-1538 Added Exchange 2013 support

19 December 2013

ED-1395 Added Outlook 2013 support

7 December 2012

ED-1460 Updated content to reflect support for SQL Server 2012 and SQL Server 2012 SP1

20 November ED-1319 Updated content to reflect end of support for SQL Server 2005

7 November 2012

ED-1264 Updated content to reflect end of support for Exchange Server 2003, Windows XP, Windows Vista and Outlook 2003



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17 October 2012

n/a 6.2 PSS Released.



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Table of Contents

Product Suite Certification Matrix 9

Introduction ..................................................................................................................................................... 10

Product Suite - Server Side .............................................................................................................................. 11

Product Suite - Client Side ............................................................................................................................... 13

Windows 7 Client Installation .................................................................................................................. 13

Windows 8 Client Installation .................................................................................................................. 14

Windows 10 Client Installation ................................................................................................................ 14

Server and Client Requirements 15

EICC CTI Server Core Installation Requirements ............................................................................................. 16

Software Requirements ........................................................................................................................... 16

Sites Using Lync Server 2013/ Skype for Business: ........................................................................................... 17

Supported Versions .......................................................................................................................................... 18

Exchange Server Support with Skype for Business ........................................................................................... 19

Supported Versions of Exchange Server for Lync 2013/ Skype for Business .................................................... 19

Hardware Requirements .......................................................................................................................... 20

Minimum Specifications for Upgrades ............................................................................................................. 21

Minimum Specifications for New Servers ......................................................................................................... 21

Recommended Server Configuration ............................................................................................................... 21

Virtualization ............................................................................................................................................ 22

Additional EICC Servers ................................................................................................................................... 24

File Servers ............................................................................................................................................... 24

Messaging Repeaters ............................................................................................................................... 24

Skype for Business Server ................................................................................................................................ 24

Additional Modules and Client Requirements ................................................................................................ 25

Core Client Installation ............................................................................................................................. 25

Multimedia Users ............................................................................................................................................. 25

Web-based Module Browser Requirements .................................................................................................... 25

TouchPoint, Desktop and Console ........................................................................................................... 26

CPU and Memory Requirements ...................................................................................................................... 26



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Miscellaneous Requirements ........................................................................................................................... 26

EICC Phonebook Maximums ............................................................................................................................ 27

Custom Reporting .................................................................................................................................... 27

Email Queuing .......................................................................................................................................... 27

GAS Third Party Email Plugin .................................................................................................................... 28

Skype for Business Client.......................................................................................................................... 28

Outdial ...................................................................................................................................................... 28

QMS Gateway ........................................................................................................................................... 28

Snapshot ................................................................................................................................................... 29

Software Requirements on Client Machines .................................................................................................... 29

Software Requirements for Mobile Devices ..................................................................................................... 29

Web Chat Queuing ................................................................................................................................... 29

Hardware requirements ................................................................................................................................... 29

Website Requirements ..................................................................................................................................... 30

Web Browser Support ...................................................................................................................................... 30

Network and Storage Requirements ............................................................................................................... 31

Network Infrastructure ............................................................................................................................ 31

Network Traffic......................................................................................................................................... 31

Storage Requirements .............................................................................................................................. 31

Support and Maximums 32

System Maximums .......................................................................................................................................... 33

Notes: ............................................................................................................................................................... 33

EICC Skype Call Router ............................................................................................................................. 34

Supported Devices ........................................................................................................................................... 35

Supported Handsets ................................................................................................................................. 35

Supported Headsets ................................................................................................................................. 35

Platform-specific Features 36

Feature Support ............................................................................................................................................... 37

Features Available by PBX ........................................................................................................................ 37

Features Available by Email Platform ...................................................................................................... 41



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PBX Limitations for Lync/Skype for Business 2015 .......................................................................................... 42


Product Suite Certification Matrix

This chapter identifies the third party server and client software versions supported by Enghouse Systems for use with Enghouse Interactive Communications Center.

Important Note

This document is updated frequently. Refer to the online version for the most up-to-date version.



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Introduction

Important Note:

Only certain Enghouse Interactive Communications Center modules and applications are currently supported on the Skype for Business platform.

The Enghouse Interactive Communications Center modules that are NOT currently supported are:

Executive Insight

Unified Messaging

Fax Queuing

Fax Messaging

Record and Evaluate

Gateway for Microsoft Lync - Click to Dial

Voice Messaging

The tables in this section identify the third-party server and client software versions officially supported by Enghouse Systems for use with Enghouse Interactive Communications Center.

The tables contain the following symbols and notes where applicable. Additional notes and exceptions are indicated by numbered notes, explained after the tables. The notes only apply to the specific server and module combinations where they appear.

Supported Feature. QA have tested this functionality.

Unsupported Feature. This feature is not supported and unlikely to be supported in the foreseeable future.

Notes:

Only English language versions of the third-party software included in the following Product Suite tables are supported.



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Product Suite - Server Side

Version Core Custom

Reporting Email

Queuing QMS Gateway

Web Callback

Web Chat Queuing

Outdial IVR

Windows Server 2008 (64 bit) R1

R2

R2 SP1

Windows Server 2012 (64 bit) Original

Windows Server 2012 R2 (64 bit) Original

Exchange Server 2003 SP2 Exchange Server 2007 SP3

Hosted Exchange Server 2010 SP2

Hosted Exchange Server 2013 Office 365 Exchange

Web Applications IIS 7.5

8.0 SQL Server 2005 SQL Server Express 2008 R2 Original

R2 SQL Server Standard 2008 R2 Original

R2 SQL Server Enterprise 2008 R2 Original

R2 SQL Server Express 2012 Original

SP1 SQL Server Standard 2012 Original

SP1 SQL Server Enterprise 2012 Original

SP1 SQL Server Express 2014 SQLServer Standard 2014 SQL Server Enterprise 2014 Oracle MySQL Sybase



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Notes:

Custom Reporting is supported using an ODBC driver 32-bit version.

Sites using Skype for Business with EICC cannot use Microsoft Conference Bridge entry and exit announcements if EICC and the Skype for Business server share the same Front End Server pool. To enable entry and exit announcements, EICC and the Skype for Business server need separate Front End Server pools.

Microsoft Office 365 (Skype for Business Online) does not currently support Remote Call Control (RCC). Please see http://www.office365advisors.com/lync-online-lync-server/

*SQL server 2008 is not supported for new installs. It is only supported for existing sites who are upgrading.

Note:

Hardware cards, eg Dialogic, Aculab are not supported.



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Product Suite - Client Side

Version Desktop Console Web Chat Queuing

Email Queuing

Outdial Queuing

Snapshot TouchPoint

Windows XP (32 bit) All versions

Windows Vista (32 bit) All versions

Windows 7 (32 and 64 bit)

Enterprise

Professional


Enterprise

Pro

Windows 8.1 (32 and 64 bit)

Enterprise

Pro


Enterprise

Pro

Windows 2008 Terminal Server / RDS (32 and 64 bit)

Windows 2012 R2 Terminal Server / RDS

Citrix XenApp

6.X

6.5

7.0

7.1, 7.5

Note:

The Windows 2008 Terminal Service environment is now known as Microsoft Remote Desktop Services or RDS.

Windows 7 Client Installation

Home Edition and Starter Edition are not supported.

Both 32-bit and 64-bit versions are supported.



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Installation is not supported on the home/consumer edition of Windows 8. Installation is supported on 32- and 64-bit versions of Windows 8 Pro and Windows 8 Enterprise.

Touchscreen functionality is not supported for Desktop.


Installation is supported on 32- and 64-bit versions of Windows 10 Pro and Enterprise.

Touchscreen functionality is not supported for Desktop.


Server and Client Requirements

This chapter describes the minimum hardware and software requirements for server and client systems. It also contains estimates for network traffic required by some common operations, and the disk space required for data storage.

Warnings:

Minimum specifications are a mandatory support requirement. If a server does not meet specifications (including partitioning requirements), customers (including those under maintenance) may be invoiced for support. The only specification that is not mandatory is recommended disk space.

The server and client requirements for custom applications and plug-ins may differ from those of the core product. Please contact your Process Automation consultant for information about the exact requirements of a specific custom application or plug-in. Sites should not be upgraded without consultation, as testing for each plug-in against the latest version must be prescheduled.



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EICC CTI Server Core Installation Requirements

This section contains the minimum system requirements for the CTI Application Server. Note that optional modules such as multimedia queuing may have additional requirements.

Software Requirements

Warning:

No other software than is stated for installation should reside on the CTI Server.

Operating System

Windows Server 2008 R2 SP1 fully patched (64 bit)

Windows Server 2012 fully patched (64 bit)

Windows Server 2012 R2 fully patched (64 bit)

Note:

Client (nonserver) operating systems are not supported for server installation due to Microsoft licensing restrictions on client connections.

Minimum PBX Firmware Version:

Lync/Skype for Business

Windows Server 2008 R2 Lync 2013/Skype for Business

Windows Server 2012 Lync 2013/Skype for Business

Windows Server 2012 R2 Lync 2013/Skype for Business

Important Note

Installing EICC on a Windows server that has the System cryptography: Use FIPS compliant algorithms for encryption, hashing, and signing security setting enabled, is NOT supported.



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Microsoft Software and Services

Sites Using Lync Server 2013/ Skype for Business:

.NET Framework v3.5 SP1 must be enabled on the server. For Microsoft Windows Server 2012, .NET 3.5 features need to be manually enabled during installation.

.NET Framework v4.5

Internet Information Services (IIS) 7.5 or 8

UCMA

UCMA 4.0 (installed automatically by the Lync Server 2013 Deployment Wizard)

UCMA 5.0 (installed automatically by the Skype for Business 2015 Deployment Wizard)

Simple Mail Transfer Protocol (SMTP)

Visual C++ Redistributable 2013 (version x86 and x64)

Windows Imaging Component

Microsoft SQL Server 2008 R2, 2012 or 2014

Windows Management Framework 3.0 or later

Microsoft Windows Identity Foundation

Third Party Software

Adobe Acrobat Reader

Remote access software. This software is used to connect to the system from a remote location (e.g., by the support company) for maintenance, upgrades, and support. This software, while site- specific, can be any remote access software product. Installation should be as per the installation manual accompanying that software. `

Antivirus

Antivirus software should be disabled completely prior to performing a EICC server installation or upgrade. Refer to the Virus Protection Recommendations Technical Reference document (UID: Z20100908182522) for the virus protection recommendations for EICC servers.

Note:

When installing or upgrading EICC, it is recommended that the CTI Server antivirus software is disabled via the Microsoft Group Policy (or similar). This avoids the antivirus software from being restarted midway through the installation or upgrade process (such as during a server restart).



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Firewall

It is recommended that Windows Firewall is disabled. If Windows Firewall must be enabled, it must be configured to allow the access necessary for the EICC applications to communicate. Refer to the Network and Firewall Settings Technical Reference document (UID: Z20100908182150) for information about the ports that require access to the EICC server.

Microsoft SQL Server

EICC 6.2 and above uses a Microsoft SQL Server database to store and retrieve data. During an installation or upgrade, the CTI Server Setup Checklist will guide you through the setup of SQL Server. You are presented with options to connect with an existing local instance of SQL Server, install a new SQL Server Express instance locally, or connect with an existing remote instance of SQL Server.

Supported Versions

The following versions of SQL Server are supported for use with EICC:

Microsoft SQL Server 2012 - Express, Standard and Enterprise editions

Microsoft SQL Server 2014 - Express, Standard and Enterprise editions

Note:

Only 64-bit versions of Microsoft SQL Server are supported.

Microsoft SQL Server 2008 R2 is ONLY supported for upgrades.

Tip:

If you are connecting to an existing SQL instance, or creating a new remote SQL Server Instance, refer to the SQL Server Pre-deployment Technical Reference document (available from the EICC Library) for the steps required to ensure that the non-EICC created database is compatible with EICC.



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Exchange Server Support with Skype for Business

EICC 6.2 and above uses Microsoft Exchange Server as the voicemail repository. Exchange Server support varies with the version of Lync 2013/Skype for Business. During an installation you will be guided through the setup and configuration of the Unified Messaging role on the Exchange Server for Lync 2013/Skype for Business.

Supported Versions of Exchange Server for Lync 2013/ Skype for Business

Exchange Server 2010 SP2

Exchange Server 2013 SP1

Note:

Exchange Server 2007 is not supported.



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Hardware Requirements

Warning:

Servers that do not meet the hardware specifications outlined in this section are NOT supported for use with EICC.

Tip:

The hardware requirements are the same for both physical and virtual servers.

Notes:

EICC is not supported when running in a clustered Windows environment. The application does not support high availability services.

Processor

Low Traffic Sites - Quad-core Nehalem-based Xeon @ 2.13GHz

High Traffic - Hex-core Nehalem-based Xeon @ 2.13GHz

Hard Disk

Minimum Capacity: 200 GB or higher.

RAID (disk redundancy): If this option is required, appropriate OS compatible hardware/software must be installed. Note that 80GB of free space after initial installation is strongly recommended.

Partitions: To prevent any large log files and/or database snapshots from causing the system to fail, either by filling up the Windows partition or the Enghouse Interactive Communications Center Data partition, the hard drive MUST be divided into the following three NTFS partitions:

C: This partition should contain the Windows operating system and must be at least 40 GB in size, with a minimum of 10GB of free hard disk space.

D: This partition will be used to install the EICC application suite and must be at least 80 GB in size.

E: This partition will be used to store EICC log files and must be at least 80 GB in size.



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Memory

Minimum Specifications for Upgrades

Low Traffic Sites - 8 GB RAM Minimum

High Traffic - 12 GB RAM Minimum

Minimum Specifications for New Servers

Low Traffic Sites - 8 GB RAM Minimum

High Traffic - 12 GB RAM Minimum

External Interfaces

Network Interface Card suitable for connection to customers Local Area Network (LAN).

Miscellaneous Hardware Requirements

Super VGA (1024 x 768), or higher resolution, video adapter and monitor

DVD drive

USB Port

Mouse or other pointing device

Keyboard

Recommended Server Configuration

The following thresholds have been tested with the server configurations listed below. These are the recommended EICC module configurations to provide optimal performance for phone based media only.

These numbers are guidelines only. Please discuss your site specific requirements with a Sales Engineer.

Number of Logged In

Agents

Number of Calls Per Second

Number of Servers

Number of Announceports

Total Number of Concurrent Queue Calls

Recommended Configuration

Up to 100 3 1 4 256* All EICC modules housed on one server. 8 processor virtual server, 16 GB RAM



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Number of Logged In

Agents

Number of Calls Per Second

Number of Servers

Number of Announceports

Total Number of Concurrent Queue Calls

Recommended Configuration

100 – 250 agents

3 2 7 448* Server 1 – EICC modules

including 7 announceports. Hex-core virtual server, 12 GB RAM.

Server 2 – Skype for Business PBX module. Oct-core virtual server, 16 GB RAM

250 - 500 agents

3 3 16 1000* Server 1 – EICC modules

including 6 announceports. Hex-core virtual server, 12 GB RAM.

Server 2 – Skype for Business PBX module. Skype for Business PBX module. Oct-core virtual server, 16 GB RAM.

Server 3 – 10 announceports. Hex-core virtual server, 12 GB RAM.

*Note:

A single announceport module can handle 64 concurrent calls. The maximum number of calls EICC can handle is 1000.

Virtualization

EICC CTI services can be virtualized using either VMWare or Hyper-V. The virtualization overhead must be taken into account and servers deployed and managed to perform similarly to dedicated hardware.

Important Notes

Only dedicated resources are supported, not dynamic (e.g., dynamic memory).

EICC recommends NOT using dynamic memory in a virtual environment that hosts SQL Server.



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EICC is supported in the following virtual environments:

VMWare vSphere 4.1, 5.0, 5.1 and 5.5

Hyper-V for Windows Server 2008 R2 and Windows Server 2012

Note:

VMWare vMotion (and vMotion Storage) have not specifically been lab-tested by Enghouse Systems but are known to be successfully used in conjunction with EICC CTI servers at existing customer sites. The CTI server will be briefly paused when migrated by vMotion. If this pause is short (< ~2 seconds) then it is likely that all external connections including the CTI link will be maintained and the migration will succeed without any loss of service. If the pause is longer, the connections may fail, and in the worst case services on the CTI server may need to be restarted to re-establish these connections.



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Additional EICC Servers

File Servers

It is recommended that any file server hosting EICC client applications has a minimum of 200 MB free space and at least a 100 MB network interface connection.

Messaging Repeaters

The hardware and software minimumrequirements are the same as those listed for the core installation of EICC, with the following exceptions:

Only 40 GB of hard disk space is required

Dual Core 2.4 GHz

2 GB RAM

The Messaging Repeater must be able to connect to the main CTI server via TCP (port 3124 by default). This connection is required when performing the Messaging Repeater installation, and this TCP port must be kept open while the Messaging Repeater is running

Skype for Business Server

Note:

Ensure cumulative updates have been applied to Skype for Business.

Refer to the Microsoft documentation for the Skype for Business Server requirements.



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Additional Modules and Client Requirements

The following are specific or additional requirements for optional modules.

Note:

If different hardware or software requirements are not presented, the requirements for that module are the same as those for the core CTI Server.

Core Client Installation

Important Note:

The client specifications listed within this document are the MINIMUM supported for use with EICC. If clients are also running processor or memory intensive non-EICC applications, this must be taken into account when provisioning hardware for client machines.

EICC applications can be:

Run from a share on the CTI Server.

Run from a share on a Messaging Repeater.

Hosted on an existing customer file server that all client workstations have access to.

Installed locally on individual client machines.

Multimedia Users

All multimedia users must be running Agent Desktop.

Web-based Module Browser Requirements

The following Internet browsers (running on either Windows or non-Windows operating systems) are supported for use with Web Callback:

Apple Safari 5.1 and above

Google Chrome 21.0 and above

Note:

Google Chrome auto-updates are expected to function correctly but are not officially supported until tested by Enghouse Systems.



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Microsoft Internet Explorer 9 , 10 and 11

Note:

Edge Browser is NOT supported.

If you are running TouchPoint on Windows 10, please default to Microsoft Internet Explorer version 11.

Mozilla Firefox 17 and above

TouchPoint, Desktop and Console

Software Requirements (Windows Professional and Enterprise)

Windows 7 (32-bit and 64-bit)


Windows 8.1 (32-bit and 64-bit)


TCP/IP Networking Protocol

DHCP (a fixed IP address is not required)

Latest version of Microsoft Common Controls DLL

.NET Framework 4.5.2

The latest Microsoft Software Updates must be applied to all Skype for Business clients

IE 9.0 or higher for TouchPoint clients


CPU and Memory Requirements

Windows 7: 1.6 GHz processor or greater with at least 2 GB RAM


Windows 8.1: 1.6 GHz processor or greater with at least 2 GB RAM


Miscellaneous Requirements

Screen resolution 1024 x 768 (minimum)

Sound Card

Mouse

Ethernet Connection to a local area network (LAN) to which CTI Application Server is also attached. Minimum recommended connection speed of 100Mbit/s or greater



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EICC Phonebook Maximums

A user can have a maximum of 500 contacts per personal phonebook

A global phonebook can have a maximum of 10,000 contacts

Custom Reporting

Software Requirement

An ODBC database server, such as Microsoft SQL Server, Oracle, Sybase or MySQL.

Email Queuing


Minimum supported Exchange Servers for Microsoft Lync 2013/Skype for Business

Exchange Server 2010

Microsoft Office 365

Hosted Exchange 2010

Spam and virus protection software must be installed at the point of entry to the customer's email system, before the email is forwarded to the EICC CTI server. This is the customer's responsibility.

Email Queuing and Third Party Email

The addition of the Third Party Email Queuing plug-in from Global Advanced Services allows support of email platforms that utilize POP3, such as IBM Lotus and Novell Groupwise, on EICC Email Queuing.

Email Queuing and Hosted Exchange 2010

Archiving is only available if customer IT policy allows enabling of Any Sender Access on the Hosted Exchange configuration. If Any Sender Access is not acceptable, then it is recommended to include the Media Extraction plug-in in any solution offered.

Email Queuing and Microsoft Office 365

Email Queuing on Microsoft Office 365 is enabled by the Third Party Email Queuing plug-in included in the Contact Center Connector.

Archiving is not available for Email Queuing on Microsoft Office 365. All deployments of Email Queuing should include the Media Extraction plug-in as part of the solution.

Microsoft Office 365 has maximum rates for sending and receiving emails, as well as total per day recipient limits: A Local Exchange or Hybrid Office 365 solution is recommended for those sites that are likely to exceed these limits. At the time of publication, the limits are:

Message rate: 30 messages per minute.

Recipient rate: 1500 recipients per day.



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Warning:

Check Microsoft's Office 365 documentation under Message and Recipient Limits before proceeding as these limits may change without notice. At the time of publication, the limits can be found here: http://help.outlook.com/en-us/140/dd630704(d=loband).aspx?sl=1.

GAS Third Party Email Plugin

If the GAS Third Party Email Plugin is installed, this should be uninstalled before upgrading to CTI Server EICC 2016.

Skype for Business Client

Client machines running the Skype for Business client in conjunction with EICC have the following additional hardware requirements:

128 MB of graphics memory minimum, including:

Support for Microsoft DirectX 9 application programming interface

Windows Display Driver Model driver

Pixel Shader 2.0 in hardware

32 bits per pixel

Outdial


Microsoft SQL Server. Supported versions:

Microsoft SQL Server Express 2008 R2, 2012 or 2014.

Microsoft SQL Server Standard 2008 R2, 2012 or 2014

Microsoft SQL Server Enterprise 2008 R2, 2012 or 2014


The Outdial Engine application (DialEngine) must NOT be set up on the CTI Server. It must be run on a separate server.

QMS Gateway

CP Integration Version

EICC 2016 onwards.

CP 2015 (CP 9) PRC6.



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QMS Version

File version 5.0 and above.

Snapshot

Snapshot is included in the Real-time Statistics module.The maximum number of concurrent Snapshot sessions that can be running at any one time is 25.


SQL Server, installed on the CTI Server or another server. Supported versions:

Microsoft SQL Server Express 2008 R2, 2012 or 2014.

Microsoft SQL Server Standard 2008 R2, 2012 or 2014

Microsoft SQL Server Enterprise 2008 R2, 2012 or 2014

SQL Server Management Studio (installed on the server or a client machine)

Software Requirements on Client Machines

An internet browser capable of running Silverlight 5; see http://www.microsoft.com/getsilverlight for appropriate browsers.

Silverlight runtime

Software Requirements for Mobile Devices

Apple iOS 5.x or 6.x

Android 4.0.x (Ice Cream Sandwich), 4.1.x or 4.2.x (Jelly Bean)

Note:

Zoom is disabled on the Android version of Snapshot.

Web Chat Queuing


.NET Framework 4.5

Hardware requirements

For security reasons, Web Messaging should be installed on a server other than the CTI server. This server should be inside the DMZ, outside the LAN firewall and must be accessible via the WAN. Web Messaging can be installed on the same server as the organization's website.



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Minimum required server specifications:

40 GB hard disk space

Dual Core 2.4 GHz processor

2 GB RAM

Website Requirements

Any website hosting Web Chat Queuing must:

Reference the jQuery library. Web Chat Queuing is supported with jQuery version 1.6.4 and all later major versions.

Reference the SignalR library. Web Chat Queuing is supported with SignalR version 2 and above.

Web Browser Support

Web Chat Queuing is supported with Internet Explorer 9, 10 and 11, as well as the latest versions of the following browsers:

Chrome for Windows

Chrome for Android

Firefox for Windows

Safari for iOS

Safari for OS X



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Network and Storage Requirements

Network Infrastructure

Internet Protocol Version

Sites must be running IPv4, or a combination of IPv4 and IPv6. EICC is NOT supported on sites that run IPv6 exclusively.

Network Traffic

This section provides guidance for administrators making decisions about network design and client software installation.

Application Startup

The following figures show the data transferred each time a client application starts up, based on a system with an average-sized database:

Application Installed locally Run from a shortcut on the server

Desktop 1.5 MB 17.3 MB

Administrator 3.1 MB 20.7 MB

Message Traffic

WAN bandwidth: Where some client PCs are connected via WAN, a minimum of 256Kb of available bandwidth is recommended. A CTI Server Messaging Repeater server should be configured at the remote site to minimize the bandwidth required.

Multicasting: CTI Server uses UDP Multicasting for efficiency in distribution messages to client computers. UDP Multicasting should always be used, and it must be used if more than 50 client workstations are planned. If multicasting is disabled for some network segments, the number of IP packets transmitted to clients on those segments can be tripled or more.

Storage Requirements

Storage space requirements for the CTI Server depend strongly on the retention policies. Log files are stored by default in the LogFiles subfolder of the installation. Log file size depends on installed items, logging levels, and system activity. By default, log files are retained in native format for a week, and in compressed format for a month. On a busy system, log files can consume several gigabytes of space.


Support and Maximums

This chapter outlines the service limits of EICC and the versions of the switch-related software that are supported by Enghouse Systems when run in conjunction with a Skype for Business server.



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System Maximums

This matrix details the recommended provisioning capacity of a single CTI server, configured to recommended specifications (standard unless otherwise stated).

A single CTI server is supported per single PBX/CTI link.

Please contact your account manager for a large site review if the proposed deployment exceeds but is close to these maximums.

Configuration System Maximum

Queues1

All 500

Voice 128

Email 500

Web Chat2 100

Users/Agents

Desktop/Console/TouchPoint3 500

Skype for Business Presence Users 1000

Logged in Agents4 500

Calls

Skype for Business Active Calls 1000

Total Advertised Queue Calls (all channels)5 1000

Total Queued Emails (includes nonadvertised emails)6 10 000

Callbacks7 128

BCHA8 12 000

Notes:

1. Agents may not concurrently log in to more than 50 queues.

2. Web Chat: refers to the EICC Web Chat Queuing modules used with Desktop, not the native Skype for Business chat available through the Skype for Business client.

3. Desktop/Console/TouchPoint: The number of concurrent Desktop, Console and TouchPoint sessions.

4. Logged in Agents: The number of agents that can be concurrently logged in to take calls.

5. Total Advertised Queue Calls: The total number of calls for which information is available through client applications at any one time. This number includes all media types, but EXCLUDES emails that are queued but have not been advertised to the system. Settings in Administrator determine how many emails will be advertised calls.



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6. Nonadvertised Emails: EICC can queue up to 10,000 emails but only advertises detail for up to 1000 of these to the rest of the system. Emails that are queued but have not been advertised (nonadvertised emails) are included in the queue totals and averages reported in client applications, but details of these emails are not available in Desktop/TouchPoint.

7. BHCA (Busy Hour Call Attempts): The peak traffic in calls per hour.

EICC Skype Call Router

The EICC Skype Call Router is supported up to the EICC maximum of 12000 Busy Hour Call Attempts.



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Supported Devices

Supported Handsets

The following phones are currently supported for Lync 2013 and Skype for Business interoperability. In order to function, each phone must be paired with a Lync 2013 and Skype for Business (client) via a USB connection or BToE.

Polycom cx500, cx600 and vvx

Astra 6725 IP Phone

Additional ‘Optimized for Skype for Business’ models can be validated through Zeacom's handset certification program via Zeacom Product Management; please refer to this website for matrices of devices that are optimized for Lync 2013 and Skype for Business

Lync 2013: https://technet.microsoft.com/en-us/office/dn788944

Skype for Business: https://technet.microsoft.com/en-gb/office/dn947482

Important Notes:

Users cannot use a hard phone by itself. The handset MUST be used in conjunction with a Microsoft Skype for Business soft client.

Sites must be running the latest version of Lync to support their hardware devices as Microsoft regularly releases updates to fix issues.

The Skype server MUST be specifically configured to push out the updates to phones.

Supported Headsets

All headsets that are stated as being optimized for Microsoft Skype for Business are supported. Refer to the following site for a complete list of supported devices:

http://technet.microsoft.com/en-us/lync/gg278173

https://technet.microsoft.com/en-gb/office/dn947482


Platform-specific Features

This chapter lists features that vary across the different EICC-supported manufacturer platforms, specifically around voice and device.



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Feature Support

Important Note:

Only certain feature are supported on the Skype for Business. Refer to PBX Limitation for features that are not supported.

Features Available by PBX

The following are displayed in the table:

The EICC functionality is supported on PBXs from this vendor.

The EICC functionality is not supported on PBXs from this vendor.

N/A Not relevant in this environment.

Notes Additional information regarding limitations in functionality or differences in behavior between different PBX types.

Function Skype for Business Support

Notes

Agent Display First Name on Phone (Agent ID)

Alert Activate via Phone (Agent Alert)

Audible Queue Alerts Played via Phone

Auto Answer Skype for Business: Zip Tones are not supported on the Skype for Business platform. Instead, when a queue call is received the phone will ring for three seconds prior to the call being automatically answered.

Auto Dial

Auto Dial - Answer Machine Detection Skype for Business: AMD requires Dialogic ports which are not supported.

AMD is only supported when using Diagnostic announce ports.

Blind Transfer

Call Drag-and-Drop to Presence Button (Console)

Callback

Call delivery over DND, Agent put into a supervisory break if DND button pushed When a user pushes DND on their phone, they are put into a supervisory break, preventing call delivery

Call Forward

Callback Resolution via Phone

Conferencing During Transfer



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Notes

Conference, Invite to

Console

Default UCD Agent

Digital Phone Functions

Display ISDN/Caller ID

DTMF Keypad

Executive Insight

Executive Mobile

Fax Messaging

Fax Queuing

Function Keys (Proprietary Phone Soft Keys)

Intelligent Mobility: Call Handoff/ Retrieval

Intelligent Mobility: One Mailbox

Intelligent Mobility: Timeout to Mobile

Intrude on a Monitored Call

IVR

IVR - Compliance Message while Connected to an Agent

IVR - Supervised Transfer from IVR

Join Call (using Console)

Line Appearances

Management and Administration Terminal (MAT) Interface

Microsoft Skype for Business Click to Dial N/A

Mode Change via the Phone

Mode Group

Modes Skype for Business: Busy Tone mode is not supported.

Modifiers

Modifiers - Display Name on Phone Only with system settings enabled. Limited to 200 agents or below.

Monitor Agent

Monitor Direct and Outbound calls

Multi-lines Supported

Multiple Call Handling (MCH)



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Notes

Networked Queuing N/A

Operator Display First Name on Phone

Outdial Skype for Business: Autodial IVR does not support Answer Machine Detection as Dialogic Cards are not supported.

Phone Keys: Log Another Agent into Queues via the Phone

Phone Keys: Place Another Agent in Worktime via the Phone

Phone Keys: Place Another Agent on a Break via the Phone

Phone Keys: Request a Call via the Phone

Pick Up Call

Park and Page

Park for

Queue calls delivered when Phone is set to DND Skype for Business: Agent is put on a supervisory break and calls are not delivered.

Queue Calls delivered when Phone is set to Forward All Skype for Business: Call is delivered; queue call overrides forwarding.

Queue Calls follow Phone Forwarding Optional configuration allowing queue calls to follow forwarding to Forward All destination.

Queue Calls follow forward no answer A queue delivered call will not follow any forward no answer settings on the line. The call will remain ringing on the line for a configurable number of seconds until the call is recalled back to the queue,

QMS Integration

Query Override Display on Phone

Record and Evaluate - Intrude Extension-side recording

Record and Evaluate - Digital Tap Extension-side Recording

Record and Evaluate - VoIP Extension-side Recording

Record and Evaluate - Trunk-side Recording

Record Conversation to EICC Mailbox

Record Monitored Conversation to EICC Mailbox

Record via Phone Skype for Business: If audio devices are set in the Skype for Business client, then the Record button should be used instead of the Phone button.

Redirect Call (Ringing or in Conversation) Skype for Business: Calls are redirected via the Use Skype for Business Client toaster pop.

Send Text Message to a Digital Phone

Send Tones from Desktop

Share Extension (to Display Voice Messages)

Show Queue on Phone Display

Snow Mode



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Notes

Speech Recognition

Supervised Transfer

Skype for Business

A queued call if transferred through the Desktop/TouchPoint client MUST be completed using the Desktop/TouchPoint client and not the Skype for Business client.

A queued call if transferred through the Skype for Business client MUST be completed using the Skype for Business client and not the Desktop/TouchPoint client.

Survey

Swap Held Call

System Login

System Queue N/A

Tenant Number N/A

Transfer to Voice Messaging

Trunk to Mobile Monitoring

Unified Messaging

View Multiple Line Appearances via Presence Buttons

View Line Forwarding Status via Presence

Whisper Coaching

Wrapup (Forced) Display Message via the Phone

Wrapup via the Phone

EICC Voice Messaging



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Features Available by Email Platform

Function Local Exchange

Hosted Exchange

Microsoft Office 365 - Exchange

Microsoft Office 365 - Web Applications

Notes

Email Queuing N/A

Hosted Exchange: Customer IT policy must allow Any Sender Access on Hosted

Exchange Configuration to enable archiving. If Any Sender Access is not permitted then it is recommended that the Media Extraction Plug-in be included in the solution.

Microsoft Office 365 - Exchange: Email Queuing is enabled using the Email Plug-in, which is included in the Contact Center Connector.

Archiving is not available on Microsoft Office 365; the Media Extraction Plug-in is recommended as part of the solution for all Microsoft Office 365 deployments.

Microsoft Office 365 has maximum rates for sending and receiving emails, as well as total per day recipient limits: A Local Exchange or Hybrid Office 365 solution is recommended for those sites that are likely to exceed these limits. At the time of publication, the limits are:

Message rate: 30 messages per minute.

Recipient rate: 1500 recipients per day.

Warning:

Check Microsoft's Office 365 documentation under Message and Recipient Limits before proceeding as these limits may change without notice. At the time of publication, the limits can be found here: http://help.outlook.com/en-us/140/dd630704(d=loband).aspx?sl=1.

Email/Alert Notifications



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PBX Limitations for Lync/Skype for Business 2015

Following is a list of known limitation for EICC 2016:

Skype for Business (Lync) Team-Call is NOT supported.

Users CANNOT use a hard phone directly (untethered). The handset must be used in conjunction with a Skype for Business soft client.

Skype for Business 2015

Video Escalation is NOT recommended due to delay and operational issues.

Remote Call Control (RCC) and Lync Gateway-Click-to-Dial are NOT supported due to Microsoft deprecating RCC. It has been replaced with Call via Work.

Response Groups

An EICC Agent cannot be an active member of a Response Group. Agents cannot be concurrently Logged into Desktop/TouchPoint and taking calls from a Response Group. They can be members of the Response Group configured for EICC fail over as the Response Group should not be taking calls while EICC is operational.

Multi-Ring Response Groups are NOT supported.

Direct Call Limitations The following applies to Direct and outbound calls that are not re-targeted/made through Trusted Conferences.

Direct/Outbound Calls CANNOT be Parked.

Direct/Outbound Calls CANNOT be Monitored by a Supervisor.

Direct calls cannot be Supervised transferred to Queues:

o Attempts to transfer a Direct/Outbound call to a Queue via Desktop/TouchPoint will result in the transfer being performed as a Blind Transfer.

o Attempts to transfer a Direct/Outbound call to a Queue via the Skype for Business Client will result in the transfer being automatically completed when a call in transfer arrives at a Queue.

Direct Calls Users with Forwards to a Queue:

o While it is possible to supervise transfer a Direct/Outbound call to user; if that user is forwarded to a Queue, then when a call in transfer arrives at a Queue due to the forward, the transfer will be automatically completed.

o This occurs regardless of whether the transfer is initiated from Desktop/TouchPoint or the Skype for Business Client.

Direct call transfer before Answer:

o If an Agent transfers a Direct/Outbound call to another user, they are unable to complete transfer before the destination has answered a call.

Merge from the Skype for Business Client:

o Performing a Merge while a consultation call is in an EICC Queue is not supported.



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Transfers to Exchange UM

Blind transfer of calls to Exchange UM

If a Skype for Business user has rules set up on their voicemail (one-touch keys), these are not presented to the caller when they are transferred. The caller only hears the standard voicemail greeting.

Supervised transferring of calls to Exchange UM

An Agent performs a supervised transfer to a user that forwards to Exchange UM. If that Agent selects a One-Touch key that transfers to a Queue, then the Agent will be dropped from the call and the caller will be transferred to the Queue. This applies regardless of whether the Agent was transferring a Conference based or non-Conference based call.

DTMF

When an Agent is involved in a Conference based call (Direct, Outbound or Queue), they are unable to receive DTMF.

IM Queuing

IM Queuing is ONLY supported on TouchPoint; it is NOT supported on Agent Desktop.

IM Queuing does not support transferring of files or images.

Keep Alive feature MAY NOT work if the caller is using the Skype for Business mobile client or is federated

Voice to Video Escalation

For Voice to Video escalation to work on Lync 2013, you MUST install the EICC Skype for Business Call Router

For Voice to Video Escalation to work on Lync 2013 and Skype for Business, both parties MUST manually start their video.

When using Lync 2013 or Skype for Business, sometimes the user can experience a delay in seeing the other party. During this period the user will see themselves in the video screen.

When using Skype for Business, before doing a transfer the users MUST stop the video otherwise a transfer will go to the destination’s voicemail.

Skype for Business video capabilities may not be available for the agent or the caller. It is advisable that both parties inform each other if they have video capability before requesting for a video. Once video capability has been established the agent as well as the caller need to initiate the video.

The video does not support HD quality nor gallery view (multiparty).

Voice to Screen Sharing Escalation

If a supervisor is monitoring an agent who is on a screen sharing call, the supervisor can still monitor the call but they will not see the screen.

Sharing of PowerPoint, Whiteboard, Poll and Q&A is not supported.



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Invite More People

Conferencing via the "Invite More People" option is NOT supported on the Lync/Skype for Business Client.

Meet Now option is NOT supported on the Lync/Skype for Business Client.


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herein are the trademarks of their respective owners. Enghouse Interactive and all Enghouse Systems logos are trademarks or registered trademarks of Enghouse Systems and may be used publicly only with the written permission by an authorized company agent. Other listed names and brands are trademarks or registered trademarks of their

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eicc 2016 - skype for business - 4net technologies · 2020. 3. 11. · 11 june 2015 updated...

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