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1

27.10.13

Configuring database, TCP/IP and HTTP settings

Configuring d
atabase,
TCP/IP and
HTTP settings



Installation information

The Voxtron Communication Center is a distributed application that can be installed on one server,
but, in most cases will be installed on
multiple

servers. Even though the Installation Center makes
installing this distributed application relatively easy,
it cannot automatically configure everything
(as not all information is present on the
(
operating
)

system).

As such, after installation, there are still some
network settings

to be
set

in the configuration, or
port number
s

must be changed if they conflict

with other applications. This document describes
what, where and when certain configuration parameters must be set in order to have a fully
functional
Voxtron Communication Center installation.

This document describes in detail

-

which connections are made

to the database server and which user
rights

are needed

-

which ports
and IP addresses
are used by the different modules

and how to configure them

-

which HTTP URL’s

are used by the different modules

and how to configure them

-

which
HTTP URL’s

can be used by t
he people using the VCC

and how to configure them

Contents

Contents

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.............

1

Document history

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2

Datastore connection

................................
................................
.........................

3

Note: this login and/or user may NOT have the name Voxtron (of Voxtron) as this user will be
created by the scripts.

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................................
................................
....

3

TCP/IP connections

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................................
............................

3

A new range of default port numbers

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................................
..................

3

Changing TCP/IP connection settings

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..................

4

Datastore module

................................
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................................
.............

4

License Server module

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......

4

Web Center module

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4

Contact Center module

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......

5

CTI module

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6

IVR module

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6

Email Routing modu
le

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.......

6

Web Contact module

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.........

6

Wallboard Data module

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................................
.....

6

Recording module

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.............

7

Logging

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7

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Voxtron Client

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................................
................................
..................

7

Client COM int
egration & .NET integration

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............

7

Client First Party TAPI driver

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..............................

7

HTTP configuration

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.............................

7

Web Center module

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..........

8

Web Contact module

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.........

8

Wallboard Data module

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................................
.....

9

Contact
Center module

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......

9

Fax configuration

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...........

9

Webchat configuration

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...

10

VXML module

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10


Document history

Version

Date

Author

Description

1.0.0

14/1/2011

WVH

Initial version compliant with the release of
Voxtron Communication Center 11

1.0.1

29/07/2011

MBA

Add extra IIS configuration settings to run
the
VoiceXML samples

1.0.2

23/11/2011

WVH

Update / added port numbers

for CTI module
providers




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Document description

Datastore connection

All modules connect to the datastore in a secure way. Properties needed to connect to the
datastore, which is always an SQL Server that

must be accessible via TCP/IP, are:

-

An IP address of the SQL server

-

The instance name of the SQL server

-

A SQL Server user (windows/integrated authentication is not supported)

-

The user’s password

The Installation Center will request this information at
startup and store it (the password will be
encrypted and is never stored unencrypted).

If you do not use the
sa

(system administrator)
credentials
, you need to provide a custom SQL
login.

Note: this login and/or user may NOT have the name Voxtron (of Voxt
ron) as this user
will be created by the scripts.

This login must be configured as follows:

-

To install the datastore module

(which is the first task to do in any VCC installation)
, the
login must have the
sysadmin

rights as it must be able to do the follow
ing tasks

o

Create the Voxtron10 database

o

Create the Voxtron10_warehouse database

o

Create a linked server object that is used in the Voxtron10_warehouse code and
points to the Voxtron10 database

o

Enable CLR on the SQL Server (if this was not already enabled)


-

Also for updates of the datastore, these rights are sufficient.

-

After installation of the datastore,
the user must be a user of the two databases and
you
can lower the rights of this user to
db_owner

for the Voxtron10 and the
Voxtron10_warehouse database.


The same rights apply in case the active datastore and warehouse are installed on two different
SQL servers.

TCP/IP connections

A large part of the operational modules connect to each other and to third party servers using
TCP/IP connections (currently,
only IPv4 is supported). These connections are identified by an IP
address (formatted as A.B.C.D where each part is a number in the range of 0 to 255) and a port
number (an integer number in the range of 0 and 65535).

Note: in some cases it is possible to
work with the host name of
a

server. We advise
however to
use the IP addresses (to avoid problems when DNS name resolving goes wrong)

A new range of default port numbers

In the Voxtron Communication Center all default port numbers that were used by Axxium
and
agenTel are modified and no longer applicable. This was a necessary change because the range of
port numbers conflicted with the IANA guidelines for port numbers, and as such, in certain
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27.10.13

Document description

situations, communication errors could occur. More information ca
n be found on
http://support.microsoft.com/kb/929851/

.

Changing TCP/IP connection settings

TCP/IP connections are long
-
lived connections and the TCP/IP connection properties (IP address
and port) wil
l seldom change. The operational modules of the Voxtron Communication Center
establish these connections at startup and because these connections are kept open during the
whole live time of the application. This means that changing the TCP/IP connection pr
operties will
require almost always a restart of the application.

It is advised to configure these settings immediately after installation of a module and to start the
service only when these settings are configured and verified. The Installation Center wi
ll never
start a service automatically after installation to allow you to change these settings. Starting a
service without correct connection settings could lead to system malfunction.

Note: we advise you to NOT install any server module on a system that
is using DHCP as an
unforeseen change in the IP address will cause problems for the modules to connect to each other.

Datastore module

The Datastore module is in fact the combination of the two databases in SQL Server. We refer to
the SQL Server documentation (SQL Server Books online) for additional documentation on how to
make SQL Server accessible via TCP/IP. In general, the port number

is never needed for a
connection and will not be asked.

Next to the IP address, it could be that your SQL server is installed using a particular instance
name (For more information on SQL Server instances, see the SQL Server documentation). In case
an in
stance name is used, make sure to provide this name when the Installation Center asks for
you Datastore connection settings.

License
S
erver

module

As its name indicates, the License Server is the central server in a Voxtron Communication Center
installatio
n that distributes all the
necessary licenses to the other operational modules. Each
module that needs a license will act as a TCP/IP client and connect to the License Server.

By default, the license server listens on port
45000

for incoming connections.
This port number
can be modified using the Web Center configuration pages for the License module, in the
Configuration|Network

page

Web Center module

The Web Center is a web application that does not use any direct TCP/IP socket connections
. It is
only con
nected

to the Datastore. This connection is configured at installation time using the
properties provided in the Installation Center.
These settings can be (re)configured using the IIS
configuration
for web applications, in the item Connection strings.

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C
ontact Center module

The Contact Center module is first of all a server for the different Voxtron clients in the
organization. Therefore it acts as a server that listens on port
46000

by default. This setting can
be changed in the
Config
uration
|Network

page.

The Contact Center module also connects to the license server. Go to the
Configuration|License
Server

settings to set the IP address of the license server and the port (which is by default
45000).

Second, the Contact Center module connects to the CT
I module to get the CTI information. Go to
the
Configuration|CTI connection

page to set the IP address of the CTI server and the port
(which is by default 47000, see further).

Finally, although it is a connection to an external server, you have to configur
e the mail server
settings on the
Configuration|Outgoing mail server

page. These settings are used whenever
the Contact Center module will send an email. Enter the IP address of the SMTP server and the
port number (SMTP runs by default on port 25).

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CTI mod
ule

The CTI module fetches CTI information from the PBX and provides this to its clients. By default,
the CTI server listens on port
47000
. This value can be configured
in CTI Service

page for the
CTI module in the Web Center.

The CTI module also connects
to the license server. Go to the
License Server

settings to set the
IP address of the license server and the port (which is by default 45000).

At the back end of the CTI, two additional providers were added for new functionality:

-

The IPTel provider which p
rovides connectivity for MS Lync listens on port
47100

-

The remote agents provider provides connectiv
it
y for agents monitored via the IVR and
listens on port
47200

by default

IVR module

The IVR module connects to the license server. Go to the
License Server

settings to set the IP
address of the license server and the port (which is by default 45000).

For the voicemail
-
to
-
email feature, you must also configure the email server settings in the
Voice
mail|VoiceMail to email

page of the webcenter. Provide the IP

addresss of the SMTP server and
it’s port number (which is 25 by default).

Finally, the IVR also opens port
44000

and
44001

for the runtime screens to connect

Email Routing module

The Email Routing module acts as a client that connects to the Contact Center. Consequently, you
must provide the Contact Center IP address and port number (by default 46000) in the Email
Routing’s
Network settings

page in the Web Center.

As its name indicates, the Email Routing module has to connect to the mail server and to different
mailboxes. These settings must be provided

-

In
the Incoming mail

configuration, where you have to provide the IP address of the
POP3 or IMAP4 server and the
port number (which is 110 for POP3 and 143 for IMAP4

-

Outgoing mail

configuration, where you have to provide IP address of the SMTP server
and the port number (which is by default 25)

Web Contact module

The Web Contact module acts as a client that connects
to the Contact Center. Consequently, you
must provide the Contact Center IP address and port number (by default 46000) in the Web
Contact server’s
Network settings

page in the Web Center.

Wallboard Data module

The Wallboard Data module connects to the lice
nse server. Go to the
License Server

settings to
set the IP address of the license server and the port (which is by default 45000).

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Recording module

The Recording module connects to one or more Hyperengine recording service. For each
Hyperengine recording
server that is used in the system, you have to provide IP addres of the
Hyperengine and the port number (which is by default 8778).


Logging

Each operational module in the Voxtron Communication Center has the same logging settings.
These allow the modules
to report information, warnings, errors and other information via the
syslog protocol. This is by default disabled. To enable the syslog protocol, go to the
Logging

configuration page of a module and configure the IP address and port number of the syslog s
erver
(the port is by default port 514).

Voxtron Client

The Voxtron Client connects to the Contact Center service. The connection properties must be
provided at login. The default port number to connect to is 46000.

For integration purposes, the client als
o listens on port
48000

for incoming connections. This
setting can only be changed in the registry.

Note: in case of Citrix and/or RDP installations it could be that this port setting has to be set to a
different value for each client on the system as the
network card and used ports must be unique of
the different sessions.

Client COM integration & .NET integration

The Voxtron Client COM object has been reworked and is now actually a .NET assembly with COM
visibility (for more information, see the Voxtron C
ommunication Center SDK). This allows you to
use the object in both .NET enabled environments as well as in older development environments
that use COM objects. This client integration object must connect to the Voxtron Client port, which
is by default por
t 48000.

Client First Party TAPI driver

The first party driver that is installed with the Voxtron Client will connect to the Voxtron Client on
its listening port (by default 48000)

HTTP

configuration

As the Voxtron Communication Center grows, more and more communication and information is
made available using web pages and web services. This type of communication is also needed for
new communication channels like webchat. For this communication to
work
,

the traditional long
-
lived TCP/IP connections are no longer used but the HTTP protocol is used. By consequence
,
several HTTP URL’s have to be configured throughout the product.
This chapter will layout which
HTTP communication is done by who and how it m
ust be configured in the software.

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Web Center module

The Web Center is

the single point for all configuration and administration. In essence, it is
a web
application that
connects t
o the Datastore. This connection is configured at installation time using
the properties provided in the Installation Center.

The Installation Center will install the Web Center website in IIS, as a web application (~virtual
directory) in the default webs
ite on port 80 (if there is no default site at port 80, it will create one).
This is common location for this kind of application (the portal of the VCC) to reside. The name of
the web application is always VccWebcenter and cannot be configured at installa
tion time
.

After installation, the Web Center is available at following URL:

http://<IP ADDRESS>/VccWebCenter

where the IP address of the server that runs IIS must
be used.

Next to the Web Center website, the Web Center module also installs some central we
b
applications that are used by the different Contact Center instances

-

The Fax Center application, available at
http://<IP ADDRESS>/
VccFaxArchiveCenter

-

The Web Center application, available at
http://<IP ADDRESS>/VccWebChatCenter

These two URL’s cannot be

accessed directly but must be used from within the client
application.

To achieve this, they must be put in the configuration of the
Contact Center module
(see
further
).

Web Contact module

The Web Contacts module is a windows service that exposes a web se
rvice for the Web Contact
web pages. This webservice listens by default on port
8090

but this can be configured at
installation time (if another service would be using this port already). Afterwards, the Web Contact
module configuration pages can be used t
o modify this port. Go to
Web Service

page of the Web
Contact module to set the
Web Service bind port
.

Next to the Web Contact service, the Web Contact module consists out of two web applications that
make the webchat communication work. These web applicat
ions are installed as a separate web
application (~virtual directory) in the website that runs on port 80 (this can be the same server as
the one where the Web Center is installed, though this is not a requirement and this can be
another server
, in which t
he IP address will be different than the one used for connecting to the
Web Center pages
).

The Web Contact module installs the following two web applications:

-

The agent webchat pages, available at
http://<IP ADDRESS>/VccWebchatAgent

-

The customer (demonstra
tion pages), available

at

http
://<IP ADDRESS>/VccWebchatCustomer

The name of the applications can be configured at installation time so this can differ from the
above. Only the first one is important for the Voxtron Communication Center, the second one wi
ll
most likely be replaced by a customized version.
The agent pages are not directly accessible and
must be accessed via the Voxtron Client (see further).

Note: if the web service port is changed, the web.config files of the websites will have to be
adjust
ed accordingly.

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Wallboard Data module

Note: the term Wallboard and Dashboard are used interchangeably

in this document. Although
dashboard is the preferred one, our products and documentation still mention wallboard.

The Wallboard Data module is a windows service that exposes a web service for the Wallboard
Data web pages. This webservice listens by default on port
80
8
0

but this can be configured at
installation time (if another service would be using this port already
). Afterwards, the
Wallboard
Data

module configuration pages can be used to modify this port. Go to
Web Service

settings

page of the
Wallboard Data

module to set the
Port number
.

Next to the
Wallboard Data

service, the
Wallboard Data

module consists out of
a web application to
make a dashboard
. Th
is

web application

is

installed as a separate web application (~virtual
directory) in the website that runs on port 80 (this can be the same server as the one where the
Web Center is installe
d, though this is not a requirement and this can be another server, in which
the IP address will be different than the one used for connecting to the Web Center pages).

The Wallboard Data
module
web application is accessible via

http://<IP ADDRESS>/Vcc
D
as
hboard.

The name of the application can be configured at installation time so this can differ from the above.

The dashboard is publicly available and has no security constraints.


Note: if the web service port is changed, the web.config files of the websit
es will have to be
adjusted accordingly.

Contact Center module

The Contact Center itself does not expose any web pages or web services. However, as the central
module for connecting all the Voxtron Clients and routing all communications, it uses a number o
f
the pages and services mentioned above. Therefore it is of utmost importance to set these
configuration parameters in the Contact Center to their correct values.

Note: it is practically impossible to automatically configure this as the Contact Center ca
n be
installed on a different server than all the other modules and as such it is impossible to auto detect
the IP address. Additionally, some modules like the Web Contact module can only be installed after
the Contact Center module, and thus when installi
ng the Contact Center the Web Contact
information is simply not yet available.

Fax configuration

For the fax interaction, there are two URL’s that must
be
configured in the Contact Center
configuration.

First one is the link to the fax center web applica
tion. This
can be configured in the
Configuration|Faxes

page in the
Fax Center

section,
URL

property. Set this value to
http://<IPADDRESSOFWEBCENTER>/VccFaxArchiveCenter/default.html
, as is indicated in
the previous chapters

To generate coversheets, the Contact Center also needs access to a special
page in

the Web Center
that performs the coversheet rendering. This can be configured in the

Configuration|Faxes
page
in the
Fax cover sheet generation
section
,
Fax cover sheet gene
rator location

property. Set
this value to
http://<IPADDRESSOFWEBCENTER>/

VccWebCenter/Tools/CC/CC70/FaxCoverSheetGenerator.aspx
.

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Webchat configuration

Another part where HTTP configuration is of utmost importance is the webchat interaction. To set
the nec
essary web page references, go to the Configuration|Webchats page and put the following
URL’s in the Webchat URLs section:

-

Conversation URL: this is the page that the agent will get for a chat conversation with the
customer. This should be set to
http://<I
PADDRESSOFWCS>/VccWebchatAgent/Start.aspx

-

Webchat Center URL: this is the page that the agent gets for searching ended webchat
sessions. This should be set to

http://<IPADDRESSOFWEBCENTER>/VccWebchatCenter/default.html

-

History URL: this is the page used fo
r displaying a conversation that took place. The URL
should be set to
http://<IPADDRESSOFWCS>/VccWebchatAgent/History.aspx


VXML module

When installing the VoiceXML sample applications, it is important to configure IIS in such a way the
ccxml

and vxml file extensions are mapped to the correct mime type. If this is not properly
handled, the VoiceXML samples will not work and the VXML engine will report following error
“incorrect mime type”.

Open your Internet Information Services (IIS) Manager to set the correct mime types. Click on
Mime Types
on the root node to open MIME Types configuration page.


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Right click and select
Add
to add a new MIME type in the list.


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Add a mine type for the
file extension
ccxml




Add a mime type for the file extension
vxml



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Note: If you are using ASP.NET to create your VoiceXML and/or ccxml content, you must make
sure that the code modifies the returned content type accordingly.

In this scenario, you cannot
solve the problem by setting a mine type in the IIS configuration.