Cisco UCM TCC integration guide

Audience

This document is written for customers and prospective customers interested in using Tenfold in a Cisco telephony environment where JTAPI 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 Windows operating system, Cisco telephony, and Tenfold.

To monitor events on Cisco UCM, Tenfold requires an Application user configured to monitor each extension being used with Tenfold.

Goals

The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed Cisco/Tenfold integration using JTAPI, 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): Tenfold Cloud Connect is an application that is 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.
• CUCM or UCM: Cisco Unified Call Manager. CUCM is a Cisco PBX.
• Application user: User configured with these permissions: Standard CTI, Standard AXL and Standard Serviceability.
• Tenfold Cloud: Tenfold Cloud receives events from TCC and takes further action, 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 UCM connection. These call events are received by Tenfold Cloud Connect (TCC) and published to Tenfold Cloud.

Cisco requirements

Networking requirements (from Cloud Connect to PBX)

• To PBX - TCP: 8443
• Primary (and secondary) IP address of Cisco UCM

Firewall requirements (from Cloud Connect to Tenfold Cloud)

• To Tenfold Cloud - TCP: 443
• Specific domains:
  • events.tenfold.com:443 (Outbound)
  • ccm.tenfold.com:443 (Outbound HTTPS and Long-Lived WebSocket)
  • downloads.tenfold.com:443 (Outbound)

Application user

• An application user with Standard CTI, Standard AXL and Standard Serviceability permissions needs to be configured in Cisco UCM. The username and password will be needed by Tenfold to connect TCC to Cisco UCM. The Cisco admin will need to add Tenfold users devices to the application user.

Tenfold requirements

Tenfold Cloud Connect is a lightweight application which runs on a Linux server or workstation 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 Cisco Servers
• Network card (must be on same LAN as PBX, not wireless)
• Virtual Environments are supported
• Must have access to the internet

Supported versions

Tenfold supports the following versions of Cisco UCM:

UCM = 11.5 or later

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 UCM to TCC and TCC to Tenfold Cloud

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

Required external firewall access

• events.tenfold.com:443 (Outbound)
• ccm.tenfold.com:443 (Long-Lived Outbound Connection - WebSocket)
• tenfoldregistry.azurecr.io:443 (Outbound)
• *.blob.core.windows.net:443  (Outbound)
  • If access to wildcard domains is not allowed by your network security, please consult Tenfold support about supplying a binary file of the TCC software instead of downloading from Windows Azure.

Whitelist list

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

Linux install

For complete information on installing TCC for Linux, see Install or upgrade Tenfold Cloud Connect (TCC) for Red Hat Linux.

Windows install

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.

For more information, see Install Tenfold Cloud Connect (TCC) for Windows.