PureConnect Installation and Configuration Guide

1 PureConnect . 2020 R1. Generated: 09-March-2020. Content last updated: PureConnect 09-March-2020. See Change Log for summary of Installation and Configuration Guide changes. Abstract This document describes how to install and con gure a new CIC 2015. R1 or later Installation . For the latest version of this document, see the PureConnect Documentation Library at: For copyright and trademark information, see 1. Table of Contents Table of Contents 2. Introduction 7. Customer Interaction Center (CIC) 7. Improved architecture 7. Eliminate third-party telephony components 8. Increased scalability and reliability 8. Virtualization support for CIC server 8. Customer service enhancements 9. Management enhancements 9.

2 CIC distribution model 9. CIC releases 9. New CIC installations 9. Release updates 9. CIC patches 11. Patches and engineering specials 11. Getting Started 12. About this Guide 12. Administrative skills needed for CIC systems 12. Licensing 13. Software Downloads 13. CIC 2015 R1 or later .iso file 13. Release and Installation documentation 14. Release Notes 14. New Installation Checklists 14. Installation and Configuration Guide 14. PureConnect Documentation Library 14. Printable documentation 14. Product Information site 14. Testlab site 14. CIC to 2015 R1 or later migrations 15. CIC System Requirements 16. Hardware Requirements 16. Software Requirements 16. CIC System Hardware Requirements 17. IC Server minimum system requirements 17.

3 Recommendations for typical large-scale IC implementations 17. Contact Center 17. Enterprise 17. Additional software components 18. Sizing guidelines 18. Virtualization 18. Client/Admin workstation system requirements 18. IC User Applications 18. Minimum 18. Recommended 19. IC Business Manager Applications 19. Minimum 19. Recommended 19. Interaction Optimizer in IC Business Manager 19. Minimum 19. Recommended 19. IC Server Manager Applications 19. Minimum 19. Recommended 20. CIC System Software Requirements 21. CIC Server 21. Operating System 21. Microsoft .NET Framework 21. Interaction Media Server 21. Operating System 21. Other CIC Application Servers 22. 2. Operating System 22. Microsoft .NET Framework 22.

4 Client/Admin Workstation 22. Operating System 22. Microsoft .NET Framework 22. Supported Mail Systems 23. Database 23. Web Server 24. Other requirements 24. Web Browser 24. Speech Recognition Engine (ASR) 24. Text to Speech Engine (TTS) 25. Desktop Virtualization 25. Data and System Protection Software 25. Pre- Installation Procedures 26. CIC server 26. CIC server minimum hardware requirements 27. Recommendations for typical large-scale CIC implementations 27. Virtualization support for CIC environment 28. CIC server software requirements 29. CIC Server Configuration recommendations: pre- and post- Windows OS Installation 33. Recommended third party tools 37. Anti-virus requirements and best practices 37.

5 PureConnect QoS driver 40. Security-related settings 40. Create and configure the CIC administrator account 42. (Optional) Install and configure the email client 44. Plan license assignment and allocation 44. Order and generate the CIC license 44. (Optional) Install SNMP 45. (Optional) IC Survey System 45. Interaction Media Server 45. Requirements and Installation 46. Configuration 47. Client Workstation 48. Client workstation hardware requirements 48. Client workstation software requirements 50. Supported Mail Systems 54. Administrative privileges 54. IC User Applications (32-bit and 64-bit) install 54. IC Business Manager Applications install 57. IC Server Manager Applications install 58. Localized client workstation applications and requirements 58.

6 Additional Servers 59. Directory server 59. Switchover 59. DHCP server 60. DNS server 60. Web server 60. ASR server 60. TTS server 60. Mail System 61. Supported mail systems 61. Email server recommendations 61. Email security 62. Supported protocols for Microsoft Exchange servers 63. Microsoft Exchange Web Services-based integration 63. IBM Domino server 82. Novell GroupWise server 83. Gmail (Google Apps for Work) 85. LDAP/SMTP/IMAP services 85. Interaction Message Store 86. Required mail system information 88. Database Server 88. CIC Database Configuration 88. 3. CIC Database Configuration options 89. Reporting tables 90. Interaction Recorder tables 90. Interaction Tracker tables 91. Interaction Optimizer tables 91.

7 Interaction Feedback tables 91. Interaction Process Automation tables 91. SQL Server 92. Oracle 95. Data retention 98. Required database information 99. Database Schema Change Library 100. Database changes and troubleshooting 100. Database Logging 100. About PMQ 100. Directory paths for file storage 101. Storage file naming 101. Storage cleanup process 102. Data recovery 102. Fax Support 102. Supported fax platforms: and (fax over IP) 103. Fax Installation and Configuration on the CIC server 103. Create and configure standalone fax machines 103. Interaction Media Server faxing 106. Fax components on client workstations 107. Install CIC 109. CIC Server Installation 109. Step 1: Download and copy the CIC release.

8 Iso to a file server 109. Step 2: Verify CIC server prerequisites 109. Step 3: Run 109. Step 4: Load the CIC license file 112. Step 5: CIC server install 112. Step 6: PureConnect Documentation Library install 118. Step 7: Interaction Text-to-Speech install 118. Step 8: Interaction Firmware install 118. Step 9: Interactive Update Provider install 118. Step 10: Restart to complete the release Installation 123. Step 11: Apply the latest patch 123. Step 12: Run IC Setup Assistant 124. Step 13: Post- Installation tasks 125. Uninstall CIC 125. IC Setup Assistant 127. Prepare for IC Setup Assistant 128. Run IC Setup Assistant 128. Re-run IC Setup Assistant 188. \I3\IC directory paths and shares 190. Post- Installation Configuration 195.

9 Interaction Administrator 195. Master Administrator Configuration 196. Authorized Master Administrator Network Accounts 196. Verify Master Administrator permissions and rights 197. Ensure the Master Administrator has been assigned Full CIC Client Privileges 198. Set up an extension and password for the CIC Administrator User 199. Set up a Master Administrator Mailbox 200. Create a unique Site ID 200. Configure SIP lines 200. SIP lines for internal station-to-station calls 201. Create SIP line for outbound calls 202. Create additional SIP lines 202. Changes to SIP Line Configuration 203. Create Line Groups 204. Create managed IP phones and associated SIP stations 204. Verify or create non-managed SIP stations 205.

10 Verify non-managed SIP station Configuration 205. Verify or create users 206. 4. Allocate Access licenses 207. Client Access license allocation 207. Configure Membership 209. Basic Station license allocation 211. Verify or create workgroups 212. Verify or create roles 213. Verify or create the dial plan 214. Verify a regional dial plan 214. Verify an old dial plan 215. Enable Switchover replication for mail interactions 215. Complete additional mail provider Configuration 216. Install IC User Applications on client workstations 216. Test system for basic functionality 217. Call from internal phone to another internal phone 217. Call from an internal phone to an external phone 217. Call from an external phone to an internal phone via IVR 217.