Software Packages
The software is delivered in the version-numbered folder containing the packages.
Use
The software can be downloaded from https://downloads.cc.sinch.com/. You must be authorized to access the download site.
-
Create a directory that will be used as the install media directory, by default C:\SAP\ContactCenter\Install. If the operating system is installed to other than C:, that drive is used.
In large systems, we recommend you to configure a shared directory on a server, and use that as an install media directory. Using a shared directory saves you from copying the software packages on each server separately.
Use UNC path for Install Media, when using Infrastructure Administrator (IA). Do not use mapped network drives as only UNC path enables remote installation.
-
Extract the software from the zip file in the install media directory. That creates a folder with the version number. These folders, for example 7.0.1.0, are later on referred to as Base Installation.
-
If you do not use the default path, define the path in the IA tool in .
Each software package contains a list of variables needed to instantiate the software. Most variables have a working default value, but some variables can only be known by the administrator (for example IP addresses), and they must be manually entered in the IA tool during installation.
Software Component Matrix
|
Package |
Modules |
Required |
|---|---|---|
|
Infrastructure Administrator (InfrastructureAdministrator.msi) |
Infrastructure Administrator |
On all servers, and administrative workstation for installing the IA tool. Requires Java runtime. |
|
Tools and Utilities |
A folder for tools that can be used in reading and analyzing logs. |
For logging instructions see Operation Guide. High Availability Driver was required with Windows Server 2003 and some other hardware. It is no more recommended. For more information, see Installation Guide/High Availability Driver. |
|
Examples and Templates |
Not installed, but provides a folder for configuration examples and templates |
|
Package |
Required for |
Module(s) |
Note |
|---|---|---|---|
|
Agent Server |
Mandatory for all systems |
AgentServer |
|
|
Alarm Server |
Recommended for all servers |
AlarmServer |
Runs as Windows service |
|
Batch Job Server |
Systems using SMS and e-mail sending |
BatchJobServer |
|
|
Call Dispatcher |
Mandatory for all systems |
WCDServer |
|
|
CEM Server |
Mandatory for all systems |
CEMServer |
|
|
Chain Matcher |
Mandatory for systems using Conversation API |
ChainMatcher |
Only one instance can be installed. |
|
Chat Portal Server |
Use ECF Web Server instead |
ChatPortal, ChP_Peer |
|
|
Chat Server |
Systems with chat option |
ChatServer |
|
|
Configuration Database Server |
Mandatory for all systems |
Configuration Database |
|
|
Connection Server (CoS) |
Mandatory for all systems |
ConnectionServer |
|
|
Connection Web Server (CoWS) |
To enable System Configurator use without IIS; available on request. |
Connection Web Server |
|
|
Data Collector |
Systems with Reporting |
DataCollector |
|
|
Directory Database Server |
Mandatory for all systems |
Directory Database |
|
|
Directory Server |
Enables using directories, for example, caller name is displayed instead of number |
DirectoryServer |
|
|
ECF Web Server |
Mandatory for systems with Communication Panel, Dashboard, Data Protection Officer (DPO), and web chat. |
ECFFrontEndServer |
|
|
EMail Sender |
Systems with e-mail |
MsgToMail |
|
|
External Terminal Controller |
Systems with IP desk-phones and/or external agents |
ETC |
|
|
File Replication Server |
Recommended for multi-site systems. Enables copying prompts locally. |
WFRS |
|
|
H323 Bridge |
Systems with H.323 trunk (gateway) to PSTN |
H323Bridge |
|
|
High Availability Controller |
Mandatory for all systems |
HAC, VUA Console |
Runs as Windows service |
|
High Availability Driver |
GARP Driver (BcmHaDriver) |
High Availability Driver was required in rare environments only, typically with Windows Server 2003 and some other hardware. It is no more recommended. For more information, see Installation Guide/High Availability Driver. |
This driver is in the folder Tools and Utilities. |
|
Integration Interfaces |
Optional for connecting to SAP CRM or third-party systems |
ACI, DAI, OII, PSI, QMI, RDI, TMI |
Requires Web Server package in the same virtual unit. |
|
Internet Chat Client |
Systems with chat option |
ChatAS |
We recommend using ECF Web Server instead. |
|
Media Routing Server |
Mandatory for all systems |
WMRS |
|
|
Monitoring Database Server |
Mandatory for all systems |
||
|
Monitoring Web Clients |
Systems with Online Monitoring |
Online Monitoring UI |
Former Reporting Web Clients. Requires Web Server package in the same virtual unit. |
|
Operative Database Server |
Mandatory for all systems |
Operative Database |
|
|
Outbound Database Server |
Systems that are used for Outbound campaigns |
Outbound Database |
|
|
Prompts |
Mandatory for all systems |
Prompts |
|
|
Quality Monitoring Server |
Optional for third-party quality monitoring systems |
QMS |
|
|
Remote Administration Tool |
Mandatory for all systems |
IA, SC |
Java web start. Requires Web Server package in the same virtual unit |
|
Reporting Database Server |
Systems with Reporting |
Reporting Database Server |
|
|
Restful Interfaces |
Restful interfaces | ||
|
SIP Bridge |
Both for systems with ETC and SIP desk phones, and for PSTN trunks |
SIPBridge |
|
|
SMS Server |
Systems using SMS sending. |
SMSEngine |
|
|
Standard Reports |
Systems with Reporting |
Reporting Web Server |
Does not require Web Server package in the same virtual unit but to make the web site redundant, a virtual unit with access point is recommended. |
|
Web Clients |
For systems with CDT |
CDT |
Requires Web Server package in the same virtual unit. |
|
Web Server |
Mandatory for all systems |
Webclient |
|
Terminal Component |
Description |
Note |
|---|---|---|
|
terminal_Proxy.msi |
The client end service that communicates with the CDT application. |
Works as a proxy between the terminal core component and the user interface. CDT requires that terminal_Proxy is installed. Note:
Install Proxy before other terminal components. |
|
terminal_Core_7.0.x.x.msi |
Actual terminal component. |
CDT requires that also terminal_Proxy is installed. Several core component versions can exist on the workstation simultaneously. The software always uses the newest one, unless a specific version is defined in IA in the Web Client installation. Note:
If the auto-update is in use, do not install the MSI package. |
|
terminal_HS_xxx.msi Special cases: terminal_HS_USBHS.msi |
Device adaptor for the xxx headset. Note:
If more than one headsets is used on a workstation, terminal_HS_USBHS.msi must be installed as well. It provides the handsets.ini information about which adaptor is used with which headset. The terminal_HS_PlantronicsV3.msi headset requires that a third-party run-time package is installed as well. |
Requires that terminal_Core component is installed already, and if CDT is to be used, also terminal_Proxy. Note:
If the auto-update is in use, do not install the MSI
package. |
|
terminal.msi |
Complete package that includes all terminal_ packages listed above. Not available in cloud edition. |
This package cannot be delivered with a group policy, it must be installed on each client workstation separately. For demo and training purposes only, not for production use. |
|
mctabuff.msi |
Installs a ClientCOM ActiveX component required for Online Monitoring and telephony integration with third parties. |
Not included in the complete terminal package. Downloads automatically if that is allowed in IE settings. Note:
As
of FP11, this ClientCOM component works also with SAP Service Cloud (C4C) integration. |
|
wvp.msi |
Video ActiveX component of CDT. Enables sending and receiving video stream. |
Not included in the complete terminal package. Note:
If the auto-update is in use, do not install the MSI package. |
|
CalendarIntegration.msi |
Outlook Calendar Integration component. |
Requires that terminal_core is installed. |
|
Convergence.msi |
Installs Convergence component. |
Requires that terminal_core is installed, and possible handset drivers if a handset is used. |
|
clientcom.msi Obsolete, removed from the package in FP11, as also the folder SAP CRM Cloud Integration Components. | Installs Sinch Contact Pro ClientCom for SAP Service Cloud (C4C), for CDT only. |
Not needed anymore as the ClientCOM component from the mctabuff.msi package can be used. |
|
CloudConnector.msi |
Installs click-to-call function in SAP Service Cloud (C4C). |
Not included in the complete terminal package. Note:
Make sure you install components of SAP Service Cloud (C4C) in right order. For more information, see Client Workstation Guide section SAP Service Cloud (C4C) Integration. Installation order:
Added in SP06. |
|
Folder: 3rd_party Plantronics > SpokesSDKNativeRuntime.msi |
The Plantronics run-time package that an updated Plantronics integration component, terminal_HS_PlantronicsV3.msi, requires. |
Added in SP10. |