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Installation overview and requirements

Review the following information before you install the Oracle Service Cloud Integration.

Installation files

Starting with CIC 2015 R2, the Oracle Service Cloud Integration is released separately from CIC 2015 R2 or later but on the same release schedule. The installs and related files for the integration are included in the Integrations .iso file for the particular release (for example, Integrations_2015_R2.iso).

Versions

The CIC release version and Oracle Service Cloud Integration release version must match. For example, if you use CIC 2018 R1, you must use the Oracle Service Cloud Integration on the Integrations 2018 R1 .iso file.

Both CIC and Oracle Service Cloud publish releases multiple times a year. For updated information about version compatability, see the Product Information site: https://my.inin.com/products/pages/default.aspx.

Validation

We test the Oracle Service Cloud integration against the current Oracle Service Cloud release. For example, we validated the Oracle Service Cloud integration for CIC 2015 R3 against the Feb 2015 version of Oracle Service Cloud.

For more information about testing and validation, see the Product Information site: https://my.inin.com/products/pages/default.aspx.

Note:
Oracle Service Cloud/RightNow has two different console modes. The Enhanced Console has been the default for several years now, as Oracle phases out the use of the Legacy Console, which customers can still choose to use instead. Although the Legacy Console is not fully deprecated by Oracle, Genesys recommends that you use only the Enhanced Console, as Genesys does not support the Legacy Console. Use of the Legacy Console is at the customer's own risk.  If issues arise for a customer who is attempting to use the Legacy Console, they will need to retest with the Enhanced Console to see if the issue persists.

Integration Service

The Integration Service is only needed if you are routing incidents or chats. When choosing where to install the Integration Service, consider these points:

  • It cannot be installed on the CIC server.

  • It could be installed on a database server or other non-IC server.

  • It does not require excessive CPU or memory resources.

Verify that the required software is installed:

  • .NET Framework 4.5.2 or later

  • Windows Server 2008 R2 or Windows Server 2012 R2

  • External Web Access (port 80)

  • Socket communication accessibility to/from the CIC server (TCP/IP, port assigned in the install)

Handlers

The integration relies on handlers present on the server.

PureConnect Media Bar and EmailConfig.Views Add-Ins

When installing the PureConnect Media Bar and EmailConfig.Views Add-Ins, consider these points:

  • They require installation of the Oracle Service Cloud client.

  • They require an Oracle Service Cloud administrative user.

  • They require the .NET Framework 4.5.2 or later.

  • They require installation of Interaction Desktop on the client machine.

Note:
Agents should use the PureConnect Media Bar for call controls, not the embedded Interaction Desktop client. The PureConnect Media Bar, not the embedded Interaction Desktop client, drives interactions.

Interaction ScriptAssist utility

Interaction ScriptAssist utility is optional.

When choosing where to install the ScriptAssist utility, consider these points:

  • It cannot be installed on the CIC server.

  • It should be installed on a CIC administrator's client machine.

  • It can be installed on an operating system that Genesys has validated and supports.

  • It requires .NET Framework 4.5.2 or later.

  • It requires socket communication accessibility to/from CIC server (uses IceLib- TCP/IP Port 3952).

Oracle Service Cloud Communication Types and Ports