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Baseline Environment

Before you begin the UC Connector integration, all baseline components must be installed and configured. For Genesys components, consult the product Deployment Guides as outlined in the section below. For the enterprise UC solution-related components, consult the third-party product documentation described in the section below.

This chapter contains the following sections:

Important
The references to Microsoft documentation in this section, including any URL or other web references, are subject to change without notice. They are included for your convenience.

Configuring the Baseline Genesys Environment

The following table lists the prerequisite Genesys components, their respective Deployment Guides, as well as key actions that you must complete before starting the integration procedures.

Component Key Actions Documentation
Management Framework 7.5+ A centralized Genesys Management Framework, with all required components, must be installed. Framework 8.1 Deployment Guide
Genesys Administrator After installing Genesys Administrator, login to the tool:
  1. Open a web browser and enter the following URL: http://<computer_name>/wcm/Default.aspx
  2. Enter the following information:
    • User name
    • User password
    • Application (name of the Configuration Server in database)
    • Host name (Configuration Server host)
    • Port (Configuration Server port)
  3. Click Log in
Tip
Genesys Administrator or Configuration Manager can be used to configure UC Connect.
Genesys Administrator 8.1 Deployment Guide
Configuration Manager On a computer installed with Configuration Manager, login to the tool:
  1. Start > Programs > Genesys Solutions > Framework > Configuration Manager > Start Configuration Manager
  2. Enter the following information:
    • User name
    • User password
    • Application (name of Configuration Server in database)
    • Host name (Configuration Server host)
    • Port (Configuration Server port)
  3. Click Ok.
Tip
Genesys Administrator or Configuration Manager can be used to configure UC Connector.
Framework 8.1 Deployment Guide
T-Server Required for integration with various switches or PBXs.
Important
The T-Server and associated switch MUST support emulated-agent functionality for integration with UC Connector.
See the Deployment Guide for your respective T-Server.

For more information on which T-Servers support emulated-agent functionality, see T-Server Compatibility with UC Connector.

SIP Server version 8.0.300.00 or later Required for the following deployments:
  • Instant Messaging functionality with Microsoft Lync / Skype for Business
Framework 8.1 SIP Server Deployment Guide
Universal Routing Server Required for routing to agents and for handling the contact center-to-Knowledge Worker interaction.

Required connections:

  • Message Server
  • SIP Server Application object (if included)
  • Any other T-Server Application that is included your deployment.
  • Stat Server
  • Custom Server
Universal Routing 8.1 Deployment Guide and Universal Routing 8.1 Reference Manual
Interaction Routing Designer Required for building the URS routing strategies that control the interaction between the contact center and Knowledge Workers.

Note: IRD is the only Genesys tool that supports UC Connector routing strategies development.

Universal Routing 8.1 Business Process User's Guide and Universal Routing 8.1 Interaction Routing Designer Help
Workspace Desktop Edition 8.1+ Starting with release 8.5.0, Genesys Interaction Workspace is known as Genesys Workspace Desktop Edition.

Required for a desktop workspace that the contact center agent uses to initiate interactions with the Knowledge Worker. For Workspace Desktop Edition 8.1 and above, required functionality is included in the default deployment. For other Desktops, some additional configuration may be required. See Integrating with Workspace Desktop Edition.

Interaction Workspace 8.1 Deployment Guide
Stat Server 7.6+ Required for monitoring the availability of agents and emulated agents (Knowledge Workers) targeted in the routing strategies.

Required connections:

  • Message Server
  • SIP Server Application object (or T-Server)
Framework 8.1 Stat Server Deployment Guide

Installing Java

UC Connector requires that you install a Java Software Development Kit (JDK). UC Connector support JDK 8.0 (release 1.8.0+).

The following table provides basic information about installing the JDK on the host Windows Server.

Objective Key Actions
1. Download the JDK version 8.0. Download the JDK 8.0 to your host computer (see Operating System UC Connector Host section below). At publication of this document, JDK 8.0 is available for download here:

http://www.java.com/en/download/

2. Configure Environment Variables. Make sure the JAVA_HOME environment variable points to the directory where you installed the JDK, for example: c:\jdk1.8.0

Host Requirements

Operating System—UC Connector Host

For installation of the UC Connector application on the host computer, UC Connector 8.0 currently supports the following operating systems:

  • Windows Server 2008, 32-bit and 64-bit
  • Windows Server 2008 R2, 64-bit
  • Windows Server 2012, 64-bit
  • Windows Server 2012 R2, 64-bit

Web Browser—Knowledge Worker Host

UC Connector 8.0 integrates with the web browser on the host Knowledge Worker computer. UC Connector currently supports integration with the following web browsers:

  • Windows Internet Explorer 8.0, 9.0, 11.0
  • Firefox 3.5 and higher – last version tested at the time of the writing: 45
  • Google Chrome

Deploying the Microsoft UC Platform

The installation and deployment of the Microsoft UC platform that can integrate with UC Connector is beyond the scope of this document. If you are performing an end-to-end deployment (the UC platform is not already installed), the following table details where you can go for more information about setting up the UC platform.

Task Description Details
Deploying the Server The Microsoft Lync / Skype for Business Servers must be installed and configured according to the required topology. This may include:
  • Load balancers for handling traffic.
  • Edge Servers for authorizing Genesys contact center access to the enterprise UC platform.
For details, consult the following Microsoft Lync / Skype for Business Server documentation:

http://technet.microsoft.com/en-ca/library/gg398616.aspx

Deploying the Client Microsoft Lync / Skype for Business Client must be installed on the Knowledge Worker device(s). In order to enable launching the UC Connector GUI from the Lync / Skype for Business Client in different settings, there are some registry keys that must be set. For details, see the Modifying the Registry for Microsoft Lync.
Secured Mode For Microsoft Lync / Skype for Business Server, secured communication is mandatory. For details see Enabling TLS/Kerberos Secure Communication.
Supported Architectures For information about supported Lync / Skype for Business architectures, see Lync / Skype for Business.

Configuring the Microsoft UC Platform to work with UC Connector

The configuration of the Microsoft UC platform (Lync or Skype for Business) required for a UC Connector integration is detailed in the UC Connector 8.0.3 Lync Integration Deployment Guide.

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This page was last modified on May 3, 2018, at 13:40.