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Installing
When the prerequisite software has been installed, Sinch Contact Pro software packages can be installed with the IA tool.
Embedded Communications Framework (ECF)
ECF is a platform for the following Sinch Contact Pro user interfaces: Communication Panel, Dashboard, Visitor Chat Configurator, and Data Protection Officer (DPO) Tool.
Before You Start

Installing
When the prerequisite software has been installed, Sinch Contact Pro software packages can be installed with the IA tool.
- Installing Infrastructure Administrator (IA)
- Creating HAC Nodes and Starting HAC Services
- Installing Databases
- Installing Virtual Units
  We recommend installing virtual units with the software contents defined in templates, as planned in the chapter Planning.
- Removing Software from Installed System
- Installing Alarm Server
- Installing Reporting for MS Reporting Services
  Installation order and procedure of MS Reporting Services
- Installing Reporting for SAP BusinessObjects
  Installation order and process of SAP BO reports
- File Replication Server
- Embedded Communications Framework (ECF)
  ECF is a platform for the following Sinch Contact Pro user interfaces: Communication Panel, Dashboard, Visitor Chat Configurator, and Data Protection Officer (DPO) Tool.
- Installing Sytel Dialer for Outbound Campaign
- Installing RESTful Interfaces
  Installation procedure for the RESTful Intefaces (RI) package
- Installing Universal Queue
  The Universal Queue package was removed from the product in FP18.
- Setting Up Monitoring with SAP Business Objects (BO)
  Sinch Contact Pro users can view monitoring data with SAP BusinessObjects (BO).
- Enabling SC Web Access
- Communication Panel
  Communication Panel is a web-based application for managing customer conversations. It can be used for example with SAP Customer Relationship Management (SAP CRM).

Before You Start

This section describes the prerequisites and recommendations for Embedded Communications Framework (ECF).

Prerequisites Before ECF Installation

Environment variable JAVA_HOME must be defined for the place in which ECF Web Server package is going to be installed:

Open Properties of the server.
Select Advanced system settings.
Click Environment Variables...
Add a new system variable: JAVA_HOME = C:\Program Files (x86)\Java\jre1.8.0_31

Note:

The path depends on the version of the Java.

As of FP19, only 64-bit edition is supported. For more information, see Supported Prerequisite Software Versions.
Modify the system variable PATH: add the following reference: %JAVA_HOME%\bin.

Supported Browsers and Platforms

For supported browsers, see Client workstation guide > Starting to use Sinch Contact Pro end-user applications > Communication Panel.

Usage Limitations and Recommendations

The following table lists the limitations and recommendations for ECF.


Configuration	It is not recommendqed to blend customer emails (retrieved from an email server) and ECF tasks to the same queue because Online Monitoring and Reporting are not able to differentiate contacts from the email channel. The hunt group queue mode with ECF tasks is not supported so use auto-allocation mode. For ECF task tracking purposes in the Sinch Contact Pro system, it is recommended that the Host Application adds some identification data to the ECF task such as appropriate subject and Host Application process item related data to the body message. This helps to search and see status of a particular ECF task, for example, using the CDT soft phone contact history search. It is not supported to pair: ECF agent host applications with visitor chat requests from Chat Portal CDT agent with ECF visitor chat requests This means that CDT users cannot handle visitor chats initiated using ECF controls and ECF users cannot handle chats initiated using Chat Portal. Configure the system so that ECF users have rights only to ECF queues and CDT users only to chat queue contacts that are handled in CDT.
Supported clients	It is not supported to use IP desk phone with the same user account that is used for Communication Panel user authentication – instead, you must use a separate user account. Simultaneous use of Communication Panel and CDT with the same user account is not supported.