Cisco Finesse TCC integration guide

Audience

This document is written for customers and prospective customers interested in using Tenfold in a Cisco telephony environment where Notification Services and the Tomcat server will be used for CTI. Readers who will perform procedures in this guide should have a basic level of familiarity with IP telephony, general networking, the Linux operating system, Cisco telephony, and Tenfold.

Goals

The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed Cisco/Tenfold integration using Notification Services and the Tomcat server, and to configure the Cisco equipment to support the integration.

This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with your telephony vendors.

Terminology

To ensure a common frame of reference, this guide uses the following terms in conjunction with this Cisco integration:

• Tenfold Cloud Connect (TCC): An application hosted on the customer premises that enables connectivity between Cisco and the Tenfold Cloud. It is responsible for receiving events from Cisco and sending them to Tenfold Web Services to be processed.
• Finesse: Finesse consists of the following set of web applications and is hosted on its own Tomcat instance, called Cisco Finesse Tomcat, Finesse, desktop, cfadmin, and third-party gadget.
• Notification Services: Cisco Finesse Notification Service is an instance of an OpenFire server, running as a separate process on the platform, that provides event notification from the Finesse server to any client that is subscribed to that resource. The Finesse Tomcat server communicates the events that need to be dispatched to the client via XMPP messages to the OpenFire server.
• Tenfold Cloud: Receives events from TCC and takes further actions, such as querying and saving to the CRM.

Customer responsibilities

You are responsible for supplying the physical and/or IP connections to your telephone system and LAN, and the Cisco environment. You are also responsible for configuring Cisco system components to support the Tenfold integration.

Integration overview

The Cisco integration allows Tenfold to receive call-related events and metadata from the Finesse connection. These call events are received by Tenfold Cloud Connect (TCC) and published to Tenfold Cloud.

Cisco (UCCX) requirements

It is assumed that only one (1) device per extension will be required to be monitored:

• A server to host the Tenfold Cloud Connect application that is compliant with the agreed-upon requirements.
• Via CTI Protocol, all license types will be supported including Standard, Enhanced, Premium.
• The TCC service will need to be restarted if any changes are made to the phone system (PBX). This includes when a new user is added or when maintenance is performed, including a system restart. This is because TCC syncs with the PBX on startup and stores the configuration. When changes are made to the configuration, TCC must be restarted so it can sync with the PBX and obtain the new updated configuration information.

Supported versions

Tenfold supports the following versions of Cisco UCCX:

• UCCX = 11.6 or later

NOTE: UCCE/PCCE is not currently supported.

Server requirements

The Cisco integration allows Tenfold to receive call-related events and metadata from the UCCX connection. These call events are received by TCC and published to Tenfold Cloud.

Networking requirements (from Cloud Connect to PBX)

• To PBX - TCP: 8082 (Version 12.0 or lower), 8445 (Versions higher than 12.0), and 443
• Cisco Finesse Web Server Host URL
• Xmpp Server Port (5223 is used by default, can be configured to use 5222)

Firewall requirements (From Cloud Connect to Tenfold Cloud)

To Tenfold Cloud - TCP: 443

Administrator user

A Finesse Administrator account needs to be used in the Cisco UCCX configuration file. The username and password are needed to connect TCC to Cisco UCCX. This password will be encrypted. The administrator user is necessary to read and write data from and to Cisco UCCX (UCCX limitation).

• Admin-Level permissions
• Cisco Finesse Admin Username
• Cisco Finesse Admin Password (encrypted, does not have to be shared)

Tenfold requirements

Tenfold Cloud Connect is a lightweight application which runs on a Linux server and retrieves the phone events from your PBX via the LAN.  It then takes the events and sends them over to our cloud architecture for processing and handling.

TCC host requirements

A server or workstation that can be left on and operational 24x7.

Operating system (OS) requirements

• Ubuntu Server 18.04 LTS or later
• CentOS 7.5 (CentOS 8.x not recommended, EOL: Dec 2021)
• Supported Red Hat Enterprise Linux
• Windows Server 2019 with Desktop Experience
• Windows Server 2016 with Desktop Experience

Hardware requirements

• Quad-Core Processor
  • 2.3 GHz minimum
  • Hyper-threading enabled
• 16 GB RAM Memory
• 250 GB Free Hard Disk Space (minimum HD speed: 7200RPM)

Network specifications

• Gigabit Ethernet between TCC and Finesse Servers
• Network card (must be on same LAN as PBX, not wireless)
• Virtual Environments are supported
• Must have access to the internet
• PBX-specific TCP port connection to PBX (bidirectional)

External firewall access required

• ccm.tenfold.com:443 (Outbound HTTPS and Long-Lived WebSocket)
• events.tenfold.com:443 (Outbound HTTPS)
• downloads.tenfold.com:443 (Outbound HTTPS)

Whitelist list

Additional Tenfold whitelist domains are documented in the Tenfold Services IP Address/Domain Allow-list.

New users

When a new user is added, the TCC service will need to be restarted before TCC will begin monitoring calls for the user. The steps to restart the TCC service can be found here.

High Availability

It is recommended that Tenfold Cloud Connect hosts are deployed in a HA (Hot/Warm) configuration which requires two separate Linux Hosts; one for each TCC instance. TCC can be also deployed as a single instance.

Bandwidth requirements for Finesse to TCC and TCC to Tenfold Cloud

The table below estimates the bandwidth requirements to support Tenfold per concurrent event count in your contact center.

Packaging and install

TCC is packaged as an RPM (RPM Package Manager) and can be installed as long as the host is running one of the supported versions of Linux listed above. The Tenfold user set up on the Linux server must have permissions to be able to create directories (either root or with sudo commands) for successful installation and use.

Implementation steps

Tenfold Integrates with Cisco Finesse Web Server via an On Prem component —Tenfold Cloud Connect (TCC). This software is deployed and configured at the customer site on a Linux server. The following steps are required to correctly install and configure TCC:

Step 1: Gather details for TCC installation

The following information is needed from the Telephony Admin and/or IT Network Admin

1. Provision the Linux host system.
2. Provide any proxy server details.
3. Provide Cisco Finesse version.
4. Provide Finesse IP server address.
5. Create a Service Account Finesse Administrator User in Finesse Admin Console.

Step 2: Provision tenant in Tenfold Cloud

Please work with a Tenfold Representative for this step. Once complete, obtain the Org ID.

Step 3: TCC pre-install checks

Prior to installing TCC, perform the following checks to ensure connectivity and to address any firewall or proxy server issues as needed before proceeding with TCC Installation.

Also check that TCC is able to connect to the Cisco Finesse servers.

Step 4: TCC installation

Linux

For step-by-step instructions for installing TCC on Linux, see Install or upgrade Tenfold Cloud Connect (TCC) for Red Hat Linux.

Windows

During the implementation process the Tenfold team will help guide you through the installation of the Windows executable in a “.exe” format. The installation is an easy GUI guided install and then it will require configuration of TCC to communicate with Cisco telephony services.

This will all be done with our project team to make sure everything is installed and configured correctly. We just ask that you provide the Windows server, per the above hardware specifications, for us to work with your team to get the TCC application installed.

See Install Tenfold Cloud Connect (TCC) for Windows for TCC installation instructions for Windows.