Before InstallationThis information is required before the basic installation of the system. Information | Comments | Example | Status | Hypervisor host Access to hypervisor: - IP address
- login data of administrator / root or specific account
| Only reqired, if VMs are to be configured. | 1.1.1.1 root / secret |
| Hypervisor type The type of the hypervisor used is needed if the tools are not pre-installed. | Part of the standard installation is to install tools for Hyper-V or VMWare If the hypervisor is neither of these, the tools must be installed by the customer. | HyperV / VMWare |
| Network For the subnet(s) of the virtual machines: - IP range
- Netmask
- Default gateway
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| Network: 192.168.1.0 Netmask: 255.255.255.0 Gateway: 192.168.1.254 Domain Suffix: example.com |
| Naming convention The required naming convention for the virtual machines. | Only reqired, if VMs are to be configured. | acd-dbm.example.com acd-jb1.example.com acd-tel1.example.com |
| DNS Servers The addresses of the DNS servers used in the network are required. |
| 192.168.1.254 |
| Time server The IP address of at least one reliable time server. If not available, is a reliable time server accessible via customer firewall by NTP? | A reliable NTP time server must be available for the installation. Windows domain controllers are not always reliable NTP sources. | ptbtime1.ptb.de ptbtime2.ptb.de ptbtime3.ptb.de |
| CentOS Root Login The root user and password is required for the CentOS servers. | If the root user is not supplied, the supplied user account must be able to execute commands with sudo and change to root with sudo -s. | User: root Password: secret |
| Windows Login An AD domain user or a local user is required for the Windows Server(s). | This user must have local administrator rights to the machine. | User: administrator Password: secret |
| Internet connection Available from the VMs directly or proxy server settings. | The installation cannot be performed without internet access. If a proxy is required to access the internet, the proxy server address, port, user and password is required. | Proxy Server: proxy.example.com:8080 |
| Windows updates All windows updates should be performed on the windows server before handover. | The customer is responsible for updating the windows operating system. |
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| Virus scanners Not all virus scanners are good news. The jtel system is a real-time communication system - and some virus scanners are very intrusive indeed (or just plain and simply badly configured) and can have a serious impact on system performance. | It is solely the customer's responsibility for deploying an adequate virus scanner. |
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| External file share The file share used by the system can be external and provided, for example, by a high availability storage system. If this is to be external, an SMB file share is required and the following information: | Note, because Windows machines will inevitably use the logged in user and password when accessing the share, this is recommended to be the same as the username and password used on the windows machine(s). This is required to be so if the applications on the windows machine are to be configured as windows services. | User: jtelacd Password: secret |
| Firewall and Routing All of the machines for the ACD installation will be installed with a firewall, and the necessary ports opened for communication between the machines. An additional firewall between the servers of the ACD is not recommended. A firewall between the PBX and the ACD must be correctly configured to allow SIP / RTP and the PBX connector from the jtel system to access the PBX. | A firewall between the servers is not recommended, better as a standalone solution in it's own subnet with a firewall covering access to the load balancer by http(s) for accessing the webservers. A firewall between the PBX and the ACD is not recommended. A proxy between the PBX and the ACD (for accessing the PBX connector) is definately not recommended and may cause serious problems with operation (timeouts and other errors). |
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| Web Access If a certificate is required (i.e. the portal should be accessed via https) then a certificate is to be provided before installation. The certificate must be provided in .pem Format including the following: - Certificate for server
- Intermediate CA certificate (chain)
- Private Key
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After InstallationTests after Basic InstallationIt is recommended to perform the following tests after basic installation is complete: Test | Required Result | Status |
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SIP licenses installed and correct count | Correct count |
| Configuration of telephony server - giAculab.cfg
- StdCall_MCP.cfg
- 8-Server License Count
| channel_count = SIP licenses |
| Configuration of telephony server | Total channels, inbound and outbound channel counts correct. |
| Configuration of telephony server | Lines and P2 correspond to number of purchased agent / supervisor / queue / IVR and transfer channels |
| Symmetric RTP setup | File present and correct count |
| PBX Connector | Receives messages regarding monitored extensions in log. |
| Time Synchronisation | All servers syncing with a reliable time server. - Windows: NTP Status
- Linux: ntpq -p
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| Platform UDP Listener | Configured and running on telephony and webservers, cluster connecting OK |
| MySQL replication | SHOW SLAVE STATUS\G output good on all DBs - For master-master on all DB servers
- For master-slave on all slave servers
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| Telephony Server | No errors when starting up |
| Webservers | No errors when starting up |
| Load Balancer | haproxy - available and reachable via port 7777
- all webservers active
- If master-master replication, masters are active-standby, slaves are active-active
- Certificate installed if provided? http to https redirection implemented?
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| PBX Connection | - Trunk setup in jtel portal
- Incoming number converter correct and converts to E.164 correctly
- Test internal, national and international numbers
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| PBX Connection | - Trunk setup in jtel portal
- Outgoing number converter correct and converts to required format for PBX correctly
- Calls to internal PBX extensions and external (national and international) numbers possible
- dialler.8Server.IPs parameter setup to actual names of windows servers
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| System parameters | Check other system parameters and make any necessary modifications |
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Tests after System ConfigurationIt is recommended to perform the following tests after some configuration (setting up test numbers and an ACD group):
Test | Required Result | Status |
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Configure an ACD group with a logged on agent and music on hold. Setup group to allow calls without logged in agents. | |
| Incoming call to a test number, agent not available. | |
| Incoming call on test number, agent available. | - Agent home / mini client displays call status as soon as phone rings
- Caller and agent can hear each other
- Display of information in mini client and full client is OK and contains the required data and numbers in correct (international) format
- Hold / Retrieve work in jtel portal
- Call is cleared properly to both ends without delay when one party ends the call
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| Accept Call button | - Works if configured and supported by the PBX connector
- Automatic call answer can be set and works if configured and supported by the PBX connector
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| Number display on called device | - Displayed number on agent device is OK
- Number on agent device can be called back directly (without using the ACD)
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| Supervisor | - Data from test calls is displayed and correct
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| Statistics | - Data from test calls is retrievable via ACD and Service Number reports
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| PBX Connector | - PBX extensions imported to PBX users correctly
- Status of PBX users and agents change when the user is on the phone
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| Voice Mail - setup a rule to record a voice mail and activate this rule | - Voice mail delivered
- Voice mail can be retrieved via web application
- Call-Back can be done to number which left voice mail
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Vor der Basis-Installation benötigte Informationen |
Nr. | Informationen | Ja | Nein | Angefordert / Warten auf Kunde |
1 | IP-Adresse der ESXi Hostmaschine bekannt - Login Daten ESXI Administrator /root bekannt
| 2 | IP-Range + Netzmaske + Standard Gateway für die virtuellen Maschinen bekannt? | 3 | Domänensuffix bekannt? | 4 | Namenskonvention für die virtuellen Maschinen bekannt? | 5 | DNS-Servername(n) + IP-Adresse bekannt | 6 | Mailserver des Kunden bekannt?- Login benötigt?
- Gewünschter E-Mail Absender?
| 7 | Zeitserver des Kunden bekannt? - Ist der ptb Zeitserver über Kundenfirewall per NTP erreichbar?
| 8 | LDAP-Anbindung gewünscht? - LDAP-Server des Kunden bekannt
| 9 | CentOS-Server eingerichtet? | 10 | Domän-User notwendig und eingerichtet? | 11 | Windows-Server eingerichtet? - Muss Domain-User eingesetzt werden?
- Ist Domain-User als lokaler Administrator eingerichtet inkl. kompletter lokaler Adminrechte?
| 12 | IP Adresse der TK-Anlage bekannt? | 13 | Wird VMWare als Basisplattform genutzt? - VMWare-Tools installiert und funktionsfähig?
- Test über ESXi-Remote-Controll durchgeführt?
| 14 | Internetanschluss für Installation vorhanden? - Internetanschluss für Installation freigeschaltet?
- Proxy notwendig?
- Download mind. 6MB/s?
| 15 | Klärung der Zuständigkeit der Windows-Updates erfolgt? | 16 | Klärung des Einsatz und der Verantwortung bzgl.Virenscanner auf Windows-Servern? | 17 | Samba Freigabe zwischen den Servern notwendig? | 18 | Klärung Firewall - Firewall zwischen den Servern wird nicht empfohlen, besser als Insellösung mit einer Firewall umschließen
- Firewall zwischen TK und ACD nicht zu empfehlen
- Portliste übergeben, wenn Firewall doch aktiviert werden muss ( WebServer und TelefonieServer liegen in getrennten Netzen)
| Nach der Basis-Installation zu prüfen:
Nr. | Information | Ja | Nein | Angefordert / Warten auf Kunde |
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1 | Sind die Aculab-Lizenzen eingespielt? | 2 | Ist die Konfiguration des 8-Servers auf die Aculab-Lizenzen angepasst? | 3 | Ist symmetrisches RTP eingestellt? | 4 | Ist ggf. SIP Packet Capture eingerichtet? | 5 | Ist der TK-Connector eingerichtet und geprüft | 6 | Ist die Zeitsynchronisation auf allen Maschinen eingerichtet und läuft sie korrekt? | 7 | Sind die Systemparameter auf die Kundenbedürfnisse angepasst? | 8 | Läuft der Plattform-Listener überall?–>Ist die Anzeige im Web bei Calls korrekt? | 9 | Funktioniert die Replikation der Daten zwischen Master- und SLave-Datenbank? | 10 | Sind die Trunks im Portal eingerichtet? | 11 | Ist der Rufnummernkonverter korrekt eingestellt? | 12 | Wurde geprüft der 8-Server Fehlerfrei arbeitet? | Folgende Tests sind durchzuführen:
Nr. | Testszenario | Ja | Nein | Ergebnis |
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1 | ACD-Gruppe mit einem angemeldeten Agent konfigurieren | 2 | Eingehender Anruf auf Testrufnummer, Agent nicht verfügbar - Wartemusik wird abgespielt | 3 | Eingehender Anruf auf Testrufnummer, Agent verfügbar - Anrufer und Agent hören sich gegenseitig | 4 | Funktion "Annehmebutton" funktioniert, falls vorhanden | 5 | Funktion "automatische Anrufannahme" funktioniert, falls vorhanden | 6 | Ist die Rufnummernübertragung / Anzeige am Endgerät in Ordnung | 7 | Ist die signalisierte Rufnummer rückrufbar? | 8 | Korrekte Anzeige /Verhalten des Anrufes im Web- bzw. Mini-Client? | 9 | Hold /Retroeve/Weiterleitungs-Funktion getestet? | 10 | Sind die Testanrufe während des Anrufes im Supervisor sichtbar? | 11 | Sind die Testanrufe in der Tagesstatistik sichtbar? | 12 | Verändern sich die Zustände der Agententelefone, wenn der Agent spricht bzw. abhebt? | 13 | Sind die Anrufe im Reporting sichtbar? | 14 | Wird die Voicemail richtig zugestellt? | 15 | Wird der Rückruf richtig zugestellt?