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Before Installation

This information is required before the basic installation of the system.

Nr.InformationYes1
InformationCommentsExampleNoRequested / Waiting for customerStatus

Hypervisor host 

Access to hypervisor:

  • IP address
of ESXi host machine known?
  • Login Data ESXI Administrator /root known?
  • 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 
    • Domain suffix

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

2

IP range + netmask + default gateway known for the virtual machines?

3

Domain suffix known?

4

naming convention for the virtual machines known?

5

DNS server name(s) + IP address known?

6Mail server of the customer known?
  • Login required?
  • Desired e-mail sender?
7

Time server of the customer known?

Is the ptb

time server accessible via customer firewall by NTP?

8

LDAP connection desired?

  • LDAP server of the customer known
9CentOS server set up?10Domain user necessary and set up?11

Windows server set up?

  • Must domain users be deployed?
    • Is Domain-User set up as local administrator including full local admin rights?
12 IP address of the PBX known?13

 Is VMWare used as the base platform?

  • VMWare tools installed and functional?
  • Test performed via ESXi remote control?

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. 

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. 



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:

  • User name
  • Password
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

14

 Internet connection available for installation?

  • Internet connection activated for installation?
  • Proxy necessary?
  • Download at least 6MB/s?
15Clarification of the responsibility for Windows updates is done?16Clarification of the use and responsibility regarding virus scanners on Windows servers?17Samba sharing between the servers necessary?18

Clarification Firewall

Firewall

between the servers is not recommended, better as a standalone solution in it's own subnet with a firewall

around
  • Firewall between TK and ACD not recommended
  • Transfer port list if firewall must be activated after all ( web server and telephony server are in separate networks)

    • To be checked after the basic installation:

    Nr.InformationYesNoRequested / Waiting for customer
    1Are the Aculab licenses installed?2Is the configuration of the 8-server adapted to the Aculab licenses?3Is symmetrical RTP set?4Is SIP Packet Capture configured, if applicable?5If the TK-Connector is set up and checked

    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).



    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



    After Installation

    InformationCommentsExampleStatus

    LDAP(S)

    • Protocol 
    • Server URL
    • Port
    		Only required for LDAP / LDAPS authorization of logins ldaps://domaincontroller.example.com:636

    Email Server

    For sending email via SMTP:

    • Protocol and port
    • Username and password
    • E-mail sender

    		Server: smtp.example.com
    Protocol: SMTPS / starttls
    Port: 587
    User: jtelacd@example.com
    Password: secret
    Sender: jtelacd@example.com

    Tests after Basic Installation

    It is recommended to perform the following tests after basic installation is complete:

    TestRequired ResultStatus
    SIP licenses installed and correct countCorrect count

    Configuration of telephony server 

    • giAculab.cfg
    • StdCall_MCP.cfg
    • 8-Server License Count
    		channel_count = SIP licenses

    Configuration of telephony server 

    • StdCall_MCP.cfg
    		Total channels, inbound and outbound channel counts correct.

    Configuration of telephony server 

    • 8-Server License Count
    		Lines and P2 correspond to number of purchased agent / supervisor / queue / IVR and transfer channels

    Symmetric RTP setup

    • mhp.cfg
    		File present and correct count

    PBX Connector

    • Connected and functional
    		Receives messages regarding monitored extensions in log.
    Time Synchronisation

    All servers syncing with a reliable time server.

    • Windows: NTP Status 
    • Linux: ntpq -p 

    Platform UDP ListenerConfigured 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

    Telephony ServerNo errors when starting up
    WebserversNo 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?

    PBX Connection

    • Incoming Calls
    • Trunk setup in jtel portal
    • Incoming number converter correct and converts to E.164 correctly
    • Test internal, national and international numbers

    PBX Connection

    • Outgoing Calls
    • 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

    System parametersCheck other system parameters and make any necessary modifications

    Tests after System Configuration

    It is recommended to perform the following tests after some configuration (setting up test numbers and an ACD group):


    TestRequired ResultStatus
    Configure an ACD group with a logged on agent and music on hold. Setup group to allow calls without logged in agents.
    • Login / logout OK

    Incoming call to a test number, agent not available.
    • Music on hold is played

    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

    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

    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)

    Supervisor

    • Data from test calls is displayed and correct

    Statistics
    • Data from test calls is retrievable via ACD and Service Number reports

    PBX Connector
    • PBX extensions imported to PBX users correctly
    • Status of PBX users and agents change when the user is on the phone

    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
    6Is the time synchronization set up on all machines and is it running correctly?7Are the system parameters adapted to customer requirements?8Does the platform listener run everywhere?->Is the display on the web for calls correct?9Does the data replication between master and SLave database work?10

    Are the trunks set up in the portal?

    11Is the telephone number converter set correctly?12Has the 8-server been checked to work without errors?

    The following tests must be performed:

    Nr.Test scenarioYesNoResult1Configuring an ACD group with a logged on agent2Incoming call to test number, agent not available - Music on hold is played3Incoming call on test number, agent available - caller and agent hear each other4Function "Accept Call button" works, if present5Function "automatic call acceptance" works, if available6Is the call number transmission / display on the end device ok7Can the signalled telephone number be called back?8Correct display/behaviour of the call in the Web- or Mini-Client?9Hold /Retroeve/Forwarding function tested?10Are the test calls visible in the supervisor during the call?11Are the test calls visible in the daily statistics?12Do the statuses of the agent phones change when the agent speaks or picks up?13Are the calls visible in reporting?14Is the voicemail delivered correctly?15Is the callback delivered correctly?


    Sv translation
    languagede

    Vor der Basis-Installation benötigte Informationen


    Nr.InformationenJaNeinAngefordert / 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




    6Mailserver 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



    9CentOS-Server eingerichtet?


    10Domän-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?



    15Klärung der Zuständigkeit der Windows-Updates erfolgt?


    16Klärung des Einsatz und der Verantwortung bzgl.Virenscanner auf Windows-Servern?


    17Samba 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.InformationJaNeinAngefordert / Warten auf Kunde
    1Sind die Aculab-Lizenzen eingespielt?


    2Ist die Konfiguration des 8-Servers auf die Aculab-Lizenzen angepasst?


    3Ist symmetrisches RTP eingestellt?


    4Ist ggf. SIP Packet Capture eingerichtet?


    5Ist der TK-Connector eingerichtet und geprüft


    6Ist die Zeitsynchronisation auf allen Maschinen eingerichtet und läuft sie korrekt?


    7Sind die Systemparameter auf die Kundenbedürfnisse angepasst?


    8Läuft der Plattform-Listener überall?–>Ist die Anzeige im Web bei Calls korrekt?


    9Funktioniert die Replikation der Daten zwischen Master- und SLave-Datenbank?


    10

    Sind die Trunks im Portal eingerichtet?




    11Ist der Rufnummernkonverter korrekt eingestellt?


    12Wurde geprüft der 8-Server Fehlerfrei arbeitet?



    Folgende Tests sind durchzuführen:

    Nr.TestszenarioJaNeinErgebnis
    1ACD-Gruppe mit einem angemeldeten Agent konfigurieren


    2Eingehender Anruf auf Testrufnummer, Agent nicht verfügbar - Wartemusik wird abgespielt


    3Eingehender Anruf auf Testrufnummer, Agent verfügbar - Anrufer und Agent hören sich gegenseitig


    4Funktion "Annehmebutton" funktioniert, falls vorhanden


    5Funktion "automatische Anrufannahme" funktioniert, falls vorhanden


    6Ist die Rufnummernübertragung / Anzeige am Endgerät in Ordnung


    7Ist die signalisierte Rufnummer rückrufbar?


    8Korrekte Anzeige /Verhalten des Anrufes im Web- bzw. Mini-Client?


    9Hold /Retroeve/Weiterleitungs-Funktion getestet?


    10Sind die Testanrufe während des Anrufes im Supervisor sichtbar?


    11Sind die Testanrufe in der Tagesstatistik sichtbar?


    12Verändern sich die Zustände der Agententelefone, wenn der Agent spricht bzw. abhebt?


    13Sind die Anrufe im Reporting sichtbar?


    14Wird die Voicemail richtig zugestellt?


    15Wird der Rückruf richtig zugestellt?