- Contents
Interaction Dialer Installation and Configuration Guide
CCS Hardware and Software Requirements
The Central Campaign Server (CCS) requires dedicated server hardware. Its components cannot be installed on a CIC server. While the CCS and DBMS can reside on the same physical server, it may not practical for all situations. (See CCS setup installs the Campaign Server process and the UpdateServer process. When a new install is performed, it initializes the default campaign configurations file (dialer_config.xml).
Hardware Requirements
The hardware requirement for a Central Campaign Server is not fixed. As a rule of thumb, it should have at least 4 GB of RAM memory. If the CCS is also the database server, you should comply with the hardware recommended for your database system. In general, memory is more important than raw processing power, although a recent-generation microprocessor is recommended. Genesys also recommends that you use a multi-core processor with at least two virtual processors and a hard drive with a minimum capacity of 300 GB.
Software Requirements
Make sure that the following are installed on the server that will run the Central Campaign Server.
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A Microsoft Windows Operating System from the list of supported versions in PureConnect Installation and Configuration Guide.
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A version of Microsoft .NET Framework from the list of supported versions in PureConnect Installation and Configuration Guide.
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Microsoft recommended latest ODBC Drivers
DBMS Requirements
Interaction Dialer supports the same databases and database versions as CIC.
For more information about the supported the DBMS server versions, visit the Genesys Testlab site at http://testlab.inin.com and select Database Servers in the Software column.
General DBMS Considerations
Following is general information about using a DBMS with Interaction Dialer.
DBMS Hardware
In environments with a low outbound call volume, the DBMS can be installed on the same physical server as the CCS. However, it may not practical for all situations.
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For environments that have a high call volume, having the DBMS server reside on dedicated hardware will provide better overall Dialer performance.
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For environments that employ the CCS Switchover feature, having the DBMS server reside on dedicated hardware will ensure that the backup CCS will still have access to the DBMS even if the physical server running the primary CCS goes down completely.
Update dialer to use the latest ODBC Drivers
SQL Server Native Client OLE DB Provider (SQLNCLI) is deprecated, and Microsoft recommends use of OLE DB Driver for SQL Server or ODBC Driver 17.3 or above. SQL Server Native Client 11.0 supports connections only to SQL Server 2008, SQL Server 2008 R2, SQL Server 2012 (11.x), SQL Server 2014 (12.x) and not later versions. CCS portion of the dialer is still dependent on the SQL Server 2012. So, the Dialer code must be upgraded to use ODBC Driver 17.3 or above as customers upgrade to SQL 2016 and later versions. ODBC Driver 17.3 only support SQL Server 2019 version but earlier versions of ODBC Driver 17.0, 17.1 and 17.2 don't support SQL Server 2019. Here is the list of SQL Server and ODBC Driver 17 supported versions:https://docs.microsoft.com/en-us/sql/connect/odbc/windows/system-requirements-installation-and-driver-files?view=sql-server-ver15.
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Database version&→↓ Driver Version |
Azure SQL Database |
Azure Synapse Analytics |
Azure SQL Managed Instance |
SQL Server 2019 |
SQL Server 2017 |
SQL Server 2016 |
SQL Server 2014 |
SQL Server 2012 |
SQL Server 2008 R2 |
SQL Server 2008 |
SQL Server 2005 |
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17.8 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|||
|
17.7 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|||
|
17.6 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|||
|
17.5 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|||
|
17.4 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|||
|
17.3 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|
|
17.2 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
||
|
17.1 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
||
|
17.0 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
||
|
13.1 |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|||||
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13 |
Yes |
Yes |
Yes |
Yes |
Yes |
||||||
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11 |
Yes |
Yes |
Yes |
Yes |
Yes |
Note: Based on the body payload json "icversion":"17.1", nearest sql query will be picked from XML to execute.
In this latest release of Dialer, this requirement has been updated to ODBC Driver 17.3 or later version.when you install CCS, setup searches for ODBC Driver 17.3 or above is installed or not and the updated message shown in the following.
Steps to be follow for fresh installation of Dialer CCS
- If the customer is already using SQL Server 2019, then make sure that the least version of ODBC Driver is 17.3 because the earlier versions not supported with SQL Server 2019 as mentioned by Microsoft.
- You can download and install ODBC Driver from the Microsoft sitehttps://www.microsoft.com/en-us/download/details.aspx?id=56567 or the driver install msi from the ISO image at the location: ThirdPartyInstalls\Microsoft\ODBC\170\SDK\msi\ or from Genesys:https://help.genesys.com/utilities-and-downloads.html.
- To install CCS on the machine, run install.exe or CCS_2022_R1.msi file. It tries to search for the required ODBC Driver on the machine. If the driver installed not found, then it throws an error "Microsoft ODBC Driver 17.3 or version is required. Please install the driver and then run the Center Campaign Server install again." and installation stops the process.
Steps to be follow for existing installation or upgrade (E.g., 2020R1 to 2022R1) of Dialer CCS
- If the customer is already using SQL Server 2019, then make sure that the minimum version of ODBC Driver 17.3 because the earlier versions not supported with SQL Server 2019 as mentioned by Microsoft
- You can download and install ODBC Driver either from the Microsoft site https://www.microsoft.com/en-us/download/details.aspx?id=56567 or the driver install msi in the ISO image at the location: ThirdPartyInstalls\Microsoft\ODBC\170\SDK\msi\ or from Genesys:https://help.genesys.com/utilities-and-downloads.html.
- To install CCS on the machine, run install.exe CCS_2022_R1.msi file. It tries to search for the required ODBC Driver on the machine. If the driver has not installed, then it throws an error "Microsoft® ODBC Driver 17.3 or greater version is required. Please install the driver and then run the Center Campaign Server install again." and installation stops to process.
Microsoft SQL Server Considerations
If your DBMS system is a Microsoft SQL Server, there are some considerations you need to take into account.
Command Line Utilities
Regardless of what version of Microsoft SQL Server you are using you must install the Microsoft Command Line Utilities 11 for SQL Server. The reason that you must install this version of the Command Line Utilities is that Dialer depends on this specific version.
You must ensure the Microsoft Command Line Utilities 11 for SQL Server are installed on the system that will run CCS, even if the actual DBMS is installed on a machine separate from the CCS. Furthermore, the Command Line Utilities must be installed before you run the CCS install.
The Command Line Utilities include the BCP utility that bulk copies data between an instance of Microsoft SQL Server and a data file in user-specified format. This utility can import large numbers of new rows into SQL Server tables, or export data from tables into data files.
Note: If the Microsoft Command Line Utilities 11 for SQL Server, and therefore the BCP utility, is not present, Dialer cannot import or export data from a contact list. The administrator must ensure this utility is present to ensure contact lists are usable.
To download and install the Microsoft SQL Server 2012 Command Line Utilities, follow these steps:
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Log on to the Central Campaign Server using the IC Administrator account. The IC Administrator credentials ensure you have permission to install CCS components.
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Access the Microsoft SQL Server 2012 Feature Pack page on the Microsoft Download Center. The URL is https://www.microsoft.com/en-us/download/details.aspx?id=56041.
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Expand the Install Instructions panel, locate the Microsoft SQL Server 2012 Command Line Utilities section, and then download the appropriate installation package.
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Once the download is complete, launch the Microsoft Installer (MSI) file.
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When the Installation Wizard appears, click Next and work your way through the straightforward installation procedure. As you do, provide the requested information and accept the default recommendations.
Oracle Database Considerations
If your DBMS system is Oracle Database, there are some considerations you need to take into account.
Oracle 11g R2 11.2.0.1.0 (64-Bit) and the Central Campaign Server
Oracle 11g R2 11.2.0.1.0 (64-bit) users must install the Central Campaign Server on a server separate from the Oracle server. The CCS uses the Oracle Database 11g Release 2 Client 11.2.0.1.0 (32-bit) to connect to the Oracle 11g R2 (64-Bit) database server; however, the Oracle Database Client (32-Bit) cannot be installed on an Oracle (64-Bit) server.
Oracle Application Express (APEX)
Starting with Interaction Dialer 2016 R4, Oracle Application Express (APEX) must be installed on the Oracle Database before you can use Dialer with Oracle.
Use the 32-bit version of the Microsoft Data Link Properties to edit the UDL file
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Install the CCS on a separate Microsoft Windows Server server.
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Install Oracle Database 11g Release 2 Client 11.2.0.1.0 (32-bit).
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Configure the Local Net Service Name via the Oracle Net Configuration Assistant.
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Use the following command line utility to open the 32-bit version of the Microsoft Data Link Properties and edit the UDL file:
C:\Windows\syswow64\rundll32.exe "C:\Program Files (x86)\Common Files\System\Ole DB\oledb32.dll",OpenDSLFile D:\I3\IC\Server\UDL\oracle.udl
Note: The default Microsoft Data Link Properties utility (64-bit) cannot see the Oracle Provider for OLE DB Provider (32-bit) unless you use this utility.
Oracle Database Utilities
The Oracle Database Utilities, which are included with the Oracle Client Installer, are required for Dialer when using an Oracle database. The Oracle Database Utilities are available as a download as part of the Oracle Database 11g Release 2 Client (11.2.0.1.0) for Microsoft Windows (32-bit).
To install Oracle Database Utilities:
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From your browser, go to the Oracle Database 11g Release 2 Client Downloads page at http://www.oracle.com/technetwork/database/enterprise-edition/downloads/112010-win32soft-098987.html.
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Locate and select the Accept License Agreement.
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In the Oracle Database 11g Release 2 Client (11.2.0.1.0) for Microsoft Windows (32-bit) section, download and unzip the win32_11gR2_client.zip file to the appropriate destination on your machine.
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Open the Client folder and run Setup.exe.
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When the Select Installation Type screen appears, select Custom and click Next.
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Select any additional languages in which you want your product to run and then specify the installation location.
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When Available Product Components screen appears, select the Oracle Database Utilities check box and click Next.
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At this point, work your way through the rest of the straightforward installation procedure. As you do, provide the requested information and accept the default recommendations.
Required Database Credentials
Once the database server is set up, be sure to define a database user account that will service the Dialer tables. This user needs privileges to create, delete, modify, add indexes, insert records and update records on Dialer tables. The user should have the ability to execute Dialer stored procedures, and the ability to drop and create triggers. This user's Login Name and Password will be specified later when a UDL connection to the database is defined later.
Oracle Privileges Required for Dialer
The Dialer database houses the contact lists, scheduled calls, and recycle tables. You can use the IC database for the Dialer database, or you can choose to use a separate database. The Dialer database requires specific Oracle privileges to prevent permission issues. Manually set the following Oracle privileges as required:
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System Privileges |
Object Privileges |
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CREATE SESSION CREATE TABLE CREATE SEQUENCE CREATE PROCEDURE CREATE TRIGGER CREATE USER |
SELECT ON SYS.PROCEDURE$ SELECT ON DBA_OBJECTS |
In addition, Dialer user accounts require specific privileges, set automatically in the IC Database when you run IC Setup Assistant, to ensure users can create, update, or run SPROCs, tables, etc. The Oracle privileges required for Dialer and CIC follow.
|
EIC_WRITE Role |
EIC_READ role |
ININ_DIALER_40 user |
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Grant SELECT, INSERT, UPDATE, DELETE on all ININ_DIALER_40 tables Grant EXECUTE permission on all ININ_DIALER_40 procedures |
Grant Select on all ININ_DIALER_40 tables |
Grant unlimited tablespace to <user> OR Alter user <user_name> quota unlimited on <tablespace_name> |
The IC_DIALER account that runs against the Oracle Database also requires the following specific privileges. Execute these commands by using a higher privileged user like SYSTEM:
GRANT SELECT ON DBA_USERS TO IC_DIALER;
GRANT CREATE ANY PROCEDURE TO IC_DIALER;
GRANT CREATE ANY TYPE TO IC_DIALER;
GRANT EXECUTE ANY PROCEDURE TO IC_DIALER;