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.

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.

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.

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?

ptbtime1.ptb.de
ptbtime2.ptb.de
ptbtime3.ptb.de

CentOS Root Login

The root user and password is required for the CentOS servers.

Windows Login

An AD domain user or a local user is required for the Windows Server(s).

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.

Windows updates

All windows updates should be performed on the windows server before handover.

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

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).

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

LDAP(S)

• Protocol 
• Server URL
• Port

Only required for LDAP / LDAPS authorization of logins.

For further information, visit this page 

Email Server

For sending email via SMTP:

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

Configuration of telephony server 

• giAculab.cfg
• StdCall_MCP.cfg
• 8-Server License Count

Configuration of telephony server 

• StdCall_MCP.cfg

Configuration of telephony server 

• 8-Server License Count

Symmetric RTP setup

• mhp.cfg

PBX Connector

• Connected and functional

All servers syncing with a reliable time server.

• Windows: NTP Status 
• Linux: ntpq -p 

SHOW SLAVE STATUS\G output good on all DBs

• For master-master on all DB servers
• For master-slave on all slave servers

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

• Login / logout OK

• Music on hold is played

• 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

• 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

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

• 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