Aspect® Unified IP®

Planning Guide
7.4
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Rev B
October 16, 2019
 Contents
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Organization of this Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Where to Find Additional Information . . . . . . . . . . . . . . . . . . . . . . . . x

1. Product Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

1.1 New Features in Unified IP 7.4. . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.2 Basic Unified IP Features . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
1.2.1 Time Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
1.2.1.1 Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
1.2.1.2 Enterprise User, Agent and Director Accounts 1-3
1.2.1.3 Client Applications. . . . . . . . . . . . . . . . . . . . . . 1-3
1.2.1.4 Unified IP Schedules. . . . . . . . . . . . . . . . . . . . 1-3
1.2.1.5 Time Synchronization for Clients, Servers
and Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
1.2.1.6 Unified IP APIs and SDKs. . . . . . . . . . . . . . . . 1-4
1.2.1.7 Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
1.3 Installation Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
1.4 Product Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
1.4.1 Server Configurator Application . . . . . . . . . . . . . . . . . 1-5
1.4.2 Unified Resource Manager . . . . . . . . . . . . . . . . . . . . . 1-5
1.4.3 Unified Command and Control - Administration . . . . . 1-5
1.4.4 Unified Director Application . . . . . . . . . . . . . . . . . . . . 1-6
1.4.5 Enterprise Monitor Application . . . . . . . . . . . . . . . . . . 1-6
1.4.6 DataViews Application . . . . . . . . . . . . . . . . . . . . . . . . 1-6
1.4.7 M3 Designer Application . . . . . . . . . . . . . . . . . . . . . . . 1-7
1.4.8 Unified Command and Control - Real-Time Reporting 1-7
1.4.9 Unified Agent Desktop . . . . . . . . . . . . . . . . . . . . . . . . 1-7
1.4.10 LYRICall Designer . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
1.4.11 Summary of Client Types and Installation Modes . . 1-8
1.4.11.1 Client Installation Modes . . . . . . . . . . . . . . . . 1-8
1.5 Optional Features and Components. . . . . . . . . . . . . . . . . . . . 1-9
1.5.1 Self-Service with Aspect CXP and Unified IP . . . . . . 1-10
1.5.1.1 Self-Service Scenario for IVR in Front . . . . . 1-10
1.5.1.2 Self-Service Scenario for IVR in Back. . . . . . 1-10
1.5.2 Enterprise Routing with Aspect CXP . . . . . . . . . . . . 1-11
1.5.3 Enterprise Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1-12
1.5.4 Enhanced Enterprise Reporting . . . . . . . . . . . . . . . . 1-13

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1.5.4.1 Customer Journey Reporting for Enterprise

Routing with Aspect CXP . . . . . . . . . . . . . . . . . . . . . . 1-14
1.5.4.2 Customer Journey Reporting for Enterprise
Routing with Unified IP. . . . . . . . . . . . . . . . . . . . . . . . 1-14
1.5.5 Claims Based Authentication . . . . . . . . . . . . . . . . . . 1-14
1.5.6 Aspect Agent Initiated Contact . . . . . . . . . . . . . . . . . 1-15
1.5.7 Contact Server (CS) Adapter . . . . . . . . . . . . . . . . . . 1-16
1.5.7.1 Genesys Integration . . . . . . . . . . . . . . . . . . . 1-16
1.5.7.2 Cisco ICM Integration . . . . . . . . . . . . . . . . . . 1-17
1.5.8 Social Media Integration . . . . . . . . . . . . . . . . . . . . . . 1-18
1.5.9 Outbound External Routing Integration. . . . . . . . . . . 1-18
1.5.10 Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-20
1.5.11 Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-20
1.5.12 Outbound SMS Messaging . . . . . . . . . . . . . . . . . . . 1-20
1.5.13 Web Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21
1.5.14 Automated Recording . . . . . . . . . . . . . . . . . . . . . . . 1-25
1.5.15 Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . 1-25
1.5.16 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-25
1.5.17 Reactive Blending . . . . . . . . . . . . . . . . . . . . . . . . . . 1-25
1.5.18 Unified IP Enterprise Routing . . . . . . . . . . . . . . . . . 1-25
1.5.19 Citrix Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-26
1.5.20 Unified Communications . . . . . . . . . . . . . . . . . . . . . 1-26
1.5.20.1 Unified Communications Applications . . . . . 1-27
1.5.21 Aspect Voice Portal . . . . . . . . . . . . . . . . . . . . . . . . 1-27
1.5.21.1 Voice XML Studio . . . . . . . . . . . . . . . . . . . . 1-28
1.5.22 Advanced List Management . . . . . . . . . . . . . . . . . . 1-28
1.5.23 Aspect Quality Management. . . . . . . . . . . . . . . . . . 1-28
1.5.23.1 Call Recording Options . . . . . . . . . . . . . . . . 1-28
1.5.23.2 Configuring Enhanced CTIPS . . . . . . . . . . . 1-29
1.5.24 CRM Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . 1-29
1.5.25 Dynamic Call Data . . . . . . . . . . . . . . . . . . . . . . . . . 1-31
1.6 High Availability and Disaster Recovery . . . . . . . . . . . . . . . . 1-32
1.6.1 High Availability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-32
1.6.2 Disaster Recovery. . . . . . . . . . . . . . . . . . . . . . . . . . . 1-33

2. Planning Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

2.1 Client Applications, Servers, and Processes Summary List . . 2-1
2.1.1 Agent Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
2.1.2 Supervisor Applications . . . . . . . . . . . . . . . . . . . . . . . 2-2
2.1.3 Administrator Applications . . . . . . . . . . . . . . . . . . . . . 2-3
2.1.4 Developer Applications . . . . . . . . . . . . . . . . . . . . . . . . 2-4
2.1.5 System Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
2.1.6 Database Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
2.1.7 Telephony Applications and Processes . . . . . . . . . . . 2-8
2.2 Modules and Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
2.3 Third Party Product Support . . . . . . . . . . . . . . . . . . . . . . . . . 2-10

iv | Aspect Confidential Unified IP

 2.4 User Configurations and Staffing . . . . . . . . . . . . . . . . . . . . . 2-10
2.5 Virtual Environment Planning . . . . . . . . . . . . . . . . . . . . . . . . 2-13
2.6 Network Setup and Planning . . . . . . . . . . . . . . . . . . . . . . . . 2-13
2.7 Enterprise Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13
2.7.1 Geographic Location. . . . . . . . . . . . . . . . . . . . . . . . . 2-13
2.7.2 Enterprise Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14
2.7.3 Default Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15
2.8 Integration with Unified Communications Applications . . . . . 2-15

3. Customer Site Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

3.1 Failover Clustering Requirements . . . . . . . . . . . . . . . . . . . . . 3-1
3.2 Unified IP Install Account Requirements . . . . . . . . . . . . . . . . 3-2
3.3 Unified IP Telephony Subsystem . . . . . . . . . . . . . . . . . . . . . . 3-2
3.3.1 Unified Media Server 19 . . . . . . . . . . . . . . . . . . . . . . . 3-2
3.3.1.1 .Unified Media Server Requirements . . . . . . . 3-3
3.3.2 Eliminating Glare on TDM Trunks. . . . . . . . . . . . . . . . 3-7
3.3.2.1 Procedures for Avoiding Glare . . . . . . . . . . . . 3-7
3.3.3 SVI Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
3.3.3.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
3.3.3.2 SVI Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
3.3.3.3 SIP REFER . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
3.3.3.4 SVI Option Details . . . . . . . . . . . . . . . . . . . . . . 3-8
3.3.4 Recording Storage . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
3.3.5 Uninterruptible Power Supply . . . . . . . . . . . . . . . . . . 3-10
3.3.6 Cables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
3.4 Customer-Supplied Component Requirements . . . . . . . . . . 3-11
3.4.1 Server and Client Machine Requirements . . . . . . . . 3-11
3.4.1.1 Enable ICMP . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
3.4.1.2 Disable Windows Update . . . . . . . . . . . . . . . 3-11
3.4.2 Additional Customer-Supplied Hardware . . . . . . . . . 3-12
3.4.3 Network Requirements . . . . . . . . . . . . . . . . . . . . . . . 3-13
3.4.4 Server Virtualization Requirements . . . . . . . . . . . . . 3-13
3.4.5 Client Virtualization Requirements . . . . . . . . . . . . . . 3-13
3.5 Outbound Predictive Dialing with SIP . . . . . . . . . . . . . . . . . . 3-13
3.6 Load Balancing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14
3.6.1 Unified Agent Desktop . . . . . . . . . . . . . . . . . . . . . . . 3-14
3.6.1.1 Server Side Load Balancing . . . . . . . . . . . . . 3-14
3.6.2 Agent Web Service SDK. . . . . . . . . . . . . . . . . . . . . . 3-16
3.6.2.1 Manual Implementation . . . . . . . . . . . . . . . . . 3-17
3.6.2.2 DNS-based Implementations . . . . . . . . . . . . 3-18
3.6.2.3 Network Load Balancer . . . . . . . . . . . . . . . . . 3-22
3.6.3 Unified Command and Control - Administration . . . . 3-23
3.6.4 Unified Command and Control - Real-Time
Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23
3.6.5 UCM Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23
3.7 Security Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24

Planning Guide Aspect Confidential | v

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3.7.1 Secure Data Transmission . . . . . . . . . . . . . . . . . . . . 3-24

3.7.1.1 Implementing TLS 1.2 . . . . . . . . . . . . . . . . . . 3-24
3.7.1.2 Options for Obtaining Certificates . . . . . . . . . 3-28
3.7.2 Hashed Message Authentication Codes (HMAC). . . 3-29
3.7.3 Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30
3.7.3.1 Authentication Guidelines . . . . . . . . . . . . . . . 3-31
3.7.3.2 Using Other Authentication Directory
Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-31
3.7.3.3 Using Claims Based Authentication . . . . . . . 3-32
3.7.4 Secure OS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32
3.7.5 Install Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32
3.7.6 Service Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-32
3.7.7 Server Message Block (SMB) Signing . . . . . . . . . . . 3-35
3.8 SIP Phones and Headsets . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36
3.9 Required Support Devices . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36
3.9.1 Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37
3.9.2 Support Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37
3.10 Backup Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-37
3.10.1 Database Backups . . . . . . . . . . . . . . . . . . . . . . . . . 3-37
3.10.1.1 Required Disk Space for Back Ups . . . . . . . 3-37
3.11 Planning for an Upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . 3-38

A. Profiles and Component Distributions . . . . . . . . . . . . . . . . . . . . . A-1

A.1 Component Distributions for Mandatory Machines . . . . . . . . A-1
A.2 Enterprise Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
A.3 Single Tenant Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
A.4 Multi-Tenant Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-30
A.5 Using the DeploymentConfigurationXMLReader Tool . . . . . A-37

B. Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1
B.1 Guidelines for Port Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1
B.1.1 General Port Guidelines . . . . . . . . . . . . . . . . . . . . . . . B-1
B.1.2 RTP Resource Guidelines . . . . . . . . . . . . . . . . . . . . . B-2
B.1.3 Firewall Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
B.1.3.1 Client Side Ports . . . . . . . . . . . . . . . . . . . . . . . B-3
B.1.4 Ports That Support Secure Access . . . . . . . . . . . . . . B-3
B.2 Ports List Spreadsheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3

C. Telephony Planning Checklists. . . . . . . . . . . . . . . . . . . . . . . . . . . C-1

C.1 Unified Media Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1
C.1.1 Unified Media Server Protocol Rules . . . . . . . . . . . . . C-1
C.1.2 Unified Media Server Checklist . . . . . . . . . . . . . . . . . C-3

D. Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1

E. System Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-1

vi | Aspect Confidential Unified IP

 E.1 System Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-1
E.1.1 System Capacity Guidelines. . . . . . . . . . . . . . . . . . . . E-1
E.1.2 Element Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . E-3
E.1.3 Capacities for Enterprise Deployments . . . . . . . . . . . E-6
E.1.4 Enterprise Deployment Types . . . . . . . . . . . . . . . . . . E-7
E.1.4.1 Enterprise Profile 1,000 . . . . . . . . . . . . . . . . . E-7
E.1.4.2 Enterprise Profile 5,000 . . . . . . . . . . . . . . . . . E-7
E.2 System Message Capacities . . . . . . . . . . . . . . . . . . . . . . . . . E-8
E.3 Advanced List Management RPS Limits . . . . . . . . . . . . . . . . E-8

F. Third Party Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-1

F.1 Wire Shark . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-1
F.2 NetIQ Vivinet Accessor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2
F.3 Nagios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2
F.4 Veritas Backup Exec - Symantec . . . . . . . . . . . . . . . . . . . . . . F-3
F.5 Acronis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-3
F.6 Audacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-3
F.7 EMCGRABS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-4
F.8 Qualys Scan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-4
F.9 Session Border Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . F-4
F.10 IxChariot QCheck: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-5
F.11 VoIP Calculators: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-5
F.12 Symantec Endpoint Protection . . . . . . . . . . . . . . . . . . . . . . . F-5
F.13 Citrix XenApp Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-5
F.14 PuTTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-6
F.15 WinRAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-6
F.16 Microsoft DFSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-6
F.17 TextPad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-7
F.18 Notepad++ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-7
F.19 SolarWinds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-7
F.20 Performance Analysis of Logs (PAL) Tool . . . . . . . . . . . . . . F-7
F.21 SQLdiag Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-8
F.22 PSSDIAG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-9
F.23 Pssdiag | Sqldiag Manager (related to the above) . . . . . . . . F-9
F.24 SQL Nexus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-9
F.25 FIDDLER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-10
F.26 DEBUG DIAG (Microsoft) Version 1.2 . . . . . . . . . . . . . . . . F-10
F.27 FileZilla . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-10
F.28 Snooper Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-11
F.29 HP Operations Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . F-11
F.30 Dell OpenManage Connection for HP Operations
Manager v9.0 for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-11
F.31 PHP for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-12
F.32 Kerberos. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-12
F.33 LanDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-13
F.34 Snare (by Intersect Alliance) . . . . . . . . . . . . . . . . . . . . . . . F-13

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Contents

F.35 Symantec Private Branch Exchange . . . . . . . . . . . . . . . . . F-13

G. Configuring Virus Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-1

G.1 Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-1
G.2 Services Recommended to Exclude . . . . . . . . . . . . . . . . . . . G-2
G.2.1 Agent and Director Portals . . . . . . . . . . . . . . . . . . . . . G-2
G.2.2 Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . G-2
G.2.3 Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-2
G.3 UIP Directories to Exclude-Locations . . . . . . . . . . . . . . . . . . G-3
G.3.1 Agent and Director Portals . . . . . . . . . . . . . . . . . . . . . G-3
G.3.2 Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . G-3
G.3.3 Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-3
G.4 Exclude Unified IP Services and Locations . . . . . . . . . . . . . . G-3
G.5 Exclude Windows Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . G-4
G.6 Additional Symantic Virus Protection Settings . . . . . . . . . . . . G-4

H. Working with the Lab Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . H-1

H.1 Adding a Non-Lab Site to an Existing Lab Deployment . . . . . H-2
H.1.1 Procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . H-2
H.2 Adding a Lab Profile Site to an Existing Unified IP Enterprise H-4
H.3 Adding a Lab Profile Site to a Unified IP Deployment
During an Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . H-4

I. Working with the Small 100 Non-HA Profile . . . . . . . . . . . . . . . . . I-1

I.1 Adding a Site to an Existing Small 100 Non-HA Deployment . I-2
I.1.1 Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I-2
I.2 Adding a Small 100 Non-HA Profile Site to an Existing
Unified IP Enterprise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I-4
I.3 Adding a Small 100 Non-HA Profile Site to a Unified IP
Deployment During an Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . I-4

J. Working with the Small 250 Non-HA Profile . . . . . . . . . . . . . . . . . J-1

J.1 Adding a Site to an Existing Small 250 Non-HA Deployment . J-2
J.1.1 Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . J-2
J.2 Adding a Small 250 Non-HA Profile Site to an Existing
Unified IP Enterprise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . J-4
J.3 Adding a Small 250 Non-HA Profile Site to a Unified IP
Deployment During an Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . J-4

viii | Aspect Confidential Unified IP

About this Guide

This document describes the overall planning process for preparing for an Aspect® Unified IP®
contact center installation. Contact center installation demands thorough planning by both
Aspect and you, the customer.
Note: If you have ordered Aspect Agent Initiated Contact 7.4, the installation media will be
branded accordingly along with the splash screens for the Database, Application, and
Client installers. For more information about Aspect Agent Initiated Contact, 7.4, see
Aspect Agent Initiated Contact on page 1-15.
Note: The SQL instances on the database servers are masked to the end user and information
systems professionals. Direct access to SQL is not a Unified IP feature. There are no
external direct interface points or user interfaces into the SQL environment. All access
points into SQL are controlled using secured Unified IP graphical console interfaces. No
customization of SQL instances on the database servers is permitted.
Note: In Unified IP 7.4, the Unified Media Server is the only supported telephony device.

For information about Training, Technical Support, commenting on the documentation, and a list
of additional documentation see the appropriate product Release Notes document on the
Aspect Software web site at http://www.aspect.com.

Audience
This guide is designed for the members of a Customer Information Technology Department (IT)
or a Customer Management Information System (MIS) department who are familiar with the
particular contact center environment in which Unified IP is to be installed.

Readers are required to have a basic understanding of, and familiarity with, the Microsoft®
Windows® operating system as well as an understanding of sophisticated software applications
such as Unified IP.
Note: This guide uses the terms Application Service Provider (ASP) and Landlord
interchangeably.

Organization of this Guide

This guide consists of the following chapters:

• Chapter 1, Product Overview—This chapter contains a brief description of each Unified IP

component.

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About this Guide

• Chapter 2, Planning Overview—This chapter describes the various Unified IP Applications,

servers, and processes included in a Unified IP contact center. It also defines the various
user configurations used when installing the system, basic staffing information for a contact
center environment, a list of third party products, and other product information.

• Chapter 3, Customer Site Requirements—This chapter contains information about cable and
power requirements, load balancing, bandwidth, agent headsets, and required support
devices.

• Appendix A, Profiles and Component Distributions —This appendix contains a list of

supported deployment profiles and machines required for each profile. It also details the
distribution of software components on these machines.

• Appendix B, Ports —This appendix describes a spreadsheet of all ports required for the
different Unified IP services.

• Appendix C, Telephony Planning Checklists—This chapter provides planning checklists that

enable you to determine and define some of the parameters that are required to set up your
site before installing Aspect Unified IP.

• Appendix D, Installation Checklist—This appendix provides a checklist to ensure that you

have addressed all issues before installing the Unified IP system.

• Appendix E, System Capacities —This appendix describes the Unified IP deployments and
system capacities.

• Appendix F, Third Party Tools—This appendix lists and describes third party tools that are
commonly installed on Unified IP machines or networks for troubleshooting, testing or
monitoring purposes.

• Appendix G, Configuring Virus Protection, provides instructions for configuring anti-virus

software.

• ,Appendix H, Working with the Lab Profile explains how to add a non-Lab site to an existing
Unified IP Lab deployment, and how to add a Lab profile site to an existing Enterprise.

• Appendix I, Working with the Small 100 Non-HA Profile, explains how to add a Lab, Small,
Medium or Large site to an existing Unified IP Small 100 Non-HA deployment, and how to
add a Small 100 Non-HA site to an existing Unified IP deployment.

• Appendix J, Working with the Small 250 Non-HA Profile, explains how to add a Lab, Small,
Medium or Large site to an existing Unified IP Small 250 Non-HA deployment, and how to
add a Small 250 Non-HA site to an existing Unified IP deployment.

Where to Find Additional Information

• For detailed information about the computer hardware required to run Aspect Unified IP 7.4,
see the Aspect Unified IP 7.4 Hardware and Software Guide.

• For information about Hyper-V and VMware virtualization, see the Aspect Virtualization
Guide.

• For information about how to set up your corporate network to accommodate Aspect Unified
IP 7.4, see the Aspect Network Preparation Guide.

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 1
1. Product Overview

Aspect Unified IP is the latest release of the unified platform solution and is based on a
distributed and unified multi-channel product architecture. It is a comprehensive contact center
solution delivering functionality such as automatic call distribution (ACD), interactive voice
response (IVR), automated outbound dialing with power, preview, predictive, precision and
blaster pacing modes, Voice over IP (VoIP), screen pop, voice mail, recording, quality
monitoring, desktop scripting, universal queuing, real-time monitoring and multimedia
reporting, all in a single platform.
Note: This guide describes features and functionality supported by Unified IP. Any features or
functionality not described in this guide were not supported by Unified IP at the time of
publication. For an up to date list of supported features, check with your Aspect sales
representative.

1.1 New Features in Unified IP 7.4

For a complete list of features introduced with Unified IP 7.4, see the Aspect Unified IP 7.4
Product Release Notes.

1.2 Basic Unified IP Features

.Unified IP 7.4 continues to support the following features:

• Multi-tenant for Application Service Provider (ASP) environments

• Social Media integration

• CRM Connectors

• Advanced Call Handling Capabilities (CTI)

• Quality Agent and System Monitoring

• Inbound Functionality

• Outbound Functionality

• Chat Functionality

• Instant Message Functionality

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1. Product Overview

• MultiMedia Functionality

• Email Functionality

• Outbound SMS Functionality

• Knowledge Base Functionality

• Processing and display of User-to-User (UUI) information

• Recording Management

• Time Management

• Real-Time and Enterprise Historical Reporting

• Alert Management

• Voice Over Internet Protocol (VoIP)

• Interactive Voice Response (IVR) - Aspect Advanced Voice Portal 14 and legacy Aspect
Voice Portal.

• Enterprise Intelligent Routing

• Advanced Dynamic Routing

• Unified Communications

• Built-In Redundancy

• Security and Authentication

• Live Monitoring of Agent Audio using Aspect Quality Management

• Citrix integration

1.2.1 Time Management

Beginning with Aspect Unified IP 7.3, significant improvements have been made for Daylight
Savings Time (DST) transitions and time zone management. In earlier releases of Unified IP,
you needed to shut down the system during DST transitions. This is no longer required in
Unified IP 7.3 and later. Time zone management is especially critical when systems,
processes, users or called/calling parties reside or originate from different time zones. In
nearly all cases, the time management improvements have been implemented in such a way
to allow backward compatibility with earlier releases of Unified IP. The following is a summary
of the changes that have been made for this release:

1.2.1.1 Database
• All database datetime entries are in Universal Coordinated Time (UTC), where appropriate.

• When upgrading from a previous release of Unified IP, the existing datetime values are
converted to UTC.

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 Basic Unified IP Features

• All existing and new stored procedures utilize UTC datetime, instead of local time, where
appropriate.

• Time values associated with schedules are relative such as 9:00 Am to 5:00 PM – those
will remain the same.

• A unique Microsoft time zone “Identifier” column has been added to the UIP Config
datamart TimeZone table. This value corresponds to the Microsoft registry key for the
Microsoft time zone registry database. This allows custom applications or third party
integrations to reference specific time zones.

• Time zone data supports a five year history.

Note: If custom database queries or reports have been built against the Unified IP
historical reporting database, they need to take into consideration that the datetime
values stored in the database are now in UTC.

1.2.1.2 Enterprise User, Agent and Director Accounts

A “preferred” time zone attribute has been added to login accounts. This value is typically
defaulted to the time zone of the system. The preferred time zone may be set within the client
application currently being used or within Unified Command and Control - Administration.
Client applications display datetime throughout the application, relative to the preferred time
zone.

1.2.1.3 Client Applications

On certain displays within client applications, a time zone selection list is provided to allow the
user to display datetime information relative to any desired time zone. This is a temporary
setting for the given display and does not affect the preferred time zone.

1.2.1.4 Unified IP Schedules

• There are various schedules throughout Unified IP. Schedule times are relative. For
example, (Mondays between 9:00 AM to 5:00 PM). In Unified IP 7.4, a configurable specific
time zone is associated with a schedule. By default, and for legacy behavior, the time zone
would be the time zone of the system. The time zone associated with a given task may be
configured to any desired time zone.

• Unified IP Services now have time zones associated with them. All scheduled activities
within the Service, such as Service activation time, automated recording, Personal
Greetings and Service real-time statistics reset use this time zone as a reference.

1.2.1.5 Time Synchronization for Clients, Servers and

Processes
It is extremely important that all clients, servers and processes, that interact with each other in
a Unified IP system, have their clocks synchronized to the same time source. In the past, this
has been the responsibility of the customer. By default, the Microsoft operating system

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1. Product Overview

synchronizes its clock with the domain controller which has been defined for the Unified IP
deployment.

1.2.1.6 Unified IP APIs and SDKs

Implementation of the new time management feature maintains backwards compatibility for
APIs and SDKs. No code changes are required. However, any applications or processes that
implement Unified IP APIs or SDKs should be recompiled with the current library interfaces
before interacting with Unified IP 7.3. In some cases, an API or SDK has been augmented to
provide additional datetime and/or time zone values that represent the UTC equivalent of the
normally provided local datetime values. Note that code changes would be required to take
advantage of the new UTC datetime and time zone attributes.

1.2.1.7 Logging
Most all Unified IP components/processes create log files. Most log statements begin with the
datetime. This datetime value has been, and will continue to be, in local time. However, if a
datetime value also appears in the log statement, (for example CallStartTime<11/04/2013
10:17:30 AM>), that datetime value will be in UTC time. Most log files have the time zone and
offset values printed as part of the header at the beginning of the file.

1.3 Installation Components

This guide describes a new installation of Aspect Unified IP, which consists of the following
components:

• Agent Desktop

• Supervisor Desktop

• Administrator Desktop

• Database Servers

• Application Servers

• Aspect Telephony Subsystem Components

• Optional Servers

1.4 Product Components

The following section describes some of the desktop features included in the Unified IP
product. This section is meant as a guide and does not include a full description of all
functional components. For a full descriptive narrative, see the individual user guides for each
of the Unified IP components.
Note: For detailed information on hardware and software requirements, see the Aspect
Unified IP Hardware and Software Guide.

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 Product Components

1.4.1 Server Configurator Application

The server configurator application offers administrators and landlord-level users in an
Application Service Provider (ASP) configuration the ability to control and maintain sites,
machines, servers, users, Code Mods, North American Numbering Plan (NANP) downloads,
and tenants in the system.

1.4.2 Unified Resource Manager

The Unified Resource Manager component of Aspect Unified IP simplifies the setup and
administration of telephony resources for the Aspect Unified IP contact center infrastructure.

Specifically, you can:

• Configure telephony servers

• Configure SIP proxy servers

• Configure Reactive Blending CTI

• Configure Devices, add them to Route Groups, and associate Route Groups with Dial
Patterns

• Deploy, manage, and audit Certificates

• Use the Enterprise Dashboard view

• Monitor both voice channels (TDM and IP) as well as SIP

• Manage System Messages

The application also allows you to create and delete Application Endpoints, contact objects,
and SIP URIs for Instant Messaging which are referenced in an Inbound Instant Messaging
service created in Unified Command and Control - Administration.

Unified Resource Manager is comprised of both server software and client software. As a
Unified IP administrator, you use the client software to configure and maintain telephony
resources. The Unified Resource Manager server software normally runs on the same
machine as the Unified Command and Control - Administration server software. After installing
the Unified Resource Manager server software as part of the basic Unified IP installation
process, you can install the client software on any Aspect-supported workstation.

1.4.3 Unified Command and Control - Administration

Unified Command and Control - Administration provides a single administrative framework for
managing agent and routing resources across Aspect products so that you can administer one
or more Aspect components from a central user interface. When using Unified IP, Unified
Command and Control - Administration is your primary administration interface for setting up
and managing your environment including your user community and your applications and
services.

When using Unified Command and Control- Administration to set up your Unified IP users, you
create Enterprise Users so that you can manage the same set of users (agents and

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1. Product Overview

supervisors) for all your Aspect products. Because you only have one set of users to manage,
configuration changes are more consistent and the time spent on user management is
reduced.

In addition to managing your user community, you use Unified Command and Control -
Administration to manage services (including Inbound and Outbound, CTI, Chat, Instant
Message, Email, Workflow, and M3), all queues (including agents and services), system
administration (including applications, priorities, attention, and retainers), some table
administration, dispositions, schedules, and Email administration.

1.4.4 Unified Director Application

The Unified Director (Director) is a web-enabled configuration application that enables you to
set up and manage various Unified IP components including Alert Manager, Voice Mail,
Numbering Plans, Recording Manager, Agent scoring, and Knowledge Base as well as
manage a portion of the available table administration.

The Recording Manager module of Director enables you to configure a service to record, play,
archive, delete, and restore contact calls. (The exceptions are system messages, such as
attention retainer sequences and whisper messages, that are not included in a recorded
exchange.)

The Aspect Unified IP Agent Scoring component is used by directors and Quality Assurance
specialists to rate the performance of an agent. A scoring form (custom template) is created to
define agent tasks and to rate the performance of an agent.

The Knowledge Base is an information repository that agents use for gathering information to
assist with customer queries. It stores information for FAQs, agent keywords, email auto-
response, and Natural Language Processing (NLP).

1.4.5 Enterprise Monitor Application

The Aspect Unified IP Enterprise Monitor application enables you to view and monitor your
system, services, and users. Enterprise Monitor is a tool that can be used with Director to
examine real-time statistics on multiple systems. This tool enables users to monitor the activity
levels and utilization of services, agents, call tables, and overall enterprise resources.

The tool has monitoring categories that give users access to other monitoring categories and
additional information. For example, when monitoring activity within a service, a user can view
how agents are used for that service through an on-screen Agent Utilization button. Or, while
viewing agent activity, a user can click the Monitor Selected Agent Calls button to monitor
communication between an agent and a contact.

1.4.6 DataViews Application

DataViews is an Unified IP application that offers predefined templates and reports that cover
most reporting activities performed by contact centers. Using the DataViews application, you
can customize standard report templates to provide the specific information required by your
organization. You also use the DataViews application to view, print, and export your reports.
For information on the Unified IP primary real-time reporting solution, see Unified Command
and Control - Real-Time Reporting.

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 Product Components

1.4.7 M3 Designer Application

The M3 Designer application provides multimedia scripting that enables you to design and
implement scripts for voice, chat, email, instant message, remote monitoring, and workflow.
When creating scripts, you can take advantage of the Advanced Skills Dynamic Routing
feature that uses M3 scripting for routing control. Calls associated with a Dynamic Inbound
Service can be assigned a variable number of skills and a minimum skill level requirement so
that the system can route calls to an agent that meets specific criteria. Inbound Services and
Skills are configured in the Unified Command and Control - Administration tools and are used
with specially constructed M3 scripts.
Note: The MultiMedia Manager component implements the scripts that you create using the
M3 Designer application.

1.4.8 Unified Command and Control - Real-Time Reporting

Unified Command and Control - Real-Time Reporting is the Aspect enterprise real-time
reporting tool. This software enables you to view data using either standard (Aspect-provided)
or custom canvases to provide a complete real-time agent-t-enterprise view of contact center
operations.

Unified Command and Control - Real-Time Reporting enables you to do the following:

• Create custom real-time reports.

• Distribute real-time reports over the web so that users can view them on a locally-installed
Windows Internet Explorer browser.

• Filter canvas objects to display different data (such as data specific to an agent,
application, or trunk).

• Double-click a linked object to drill down to another canvas, which might show more
detailed information.
• Display or highlight values (in different colors) on your screen to indicate whether values fall
above or below set thresholds.
In addition to viewing real-time system status from Unified IP systems, you can also use Real-
Time Reporting to generate a comprehensive view of your contact center performance by
combining real-time data from multiple components into a single interface.

1.4.9 Unified Agent Desktop

This Unified IP application is the primary agent component of Aspect Unified IP that handles all
the Unified IP telephony features. In addition to features such as dial, hang up, and hold, a
contact center agent uses the Unified Agent Desktop application to make 3-Way conference
calls, blind and warm transfers, call recordings and playbacks, enable voice mail, create speed
dial numbers, and use the last-number-dialed feature. In addition, the agent can also record
and play customized greetings.

Using the Unified Agent Desktop, an agent can communicate with other agents, supervisors,
and experts using instant message functionality. Customers can also transmit instant
messages to a contact center agent and communicate in real-time with a request for service.

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1. Product Overview

Another component of the Unified Agent Desktop is Web Chat. Web Chat is a type of
messaging agents perform over the network. The Web Chat service enables agents and
contact center directors to communicate with customers through the internet. Agents and
supervisors can use the email component to communicate with customers in a more formal
manner.

1.4.10 LYRICall Designer

This Unified IP application can be used as a scripting tool to design and publish customized
agent web scripts and related objects to the Unified IP system. It is also used to obtain data
from legacy systems via the Host Connectivity web service.
Note: The customer must provide the required drivers to obtain data from legacy systems that
use a MySQL database.

1.4.11 Summary of Client Types and Installation Modes

Unified IP client applications fall into three basic categories as shown in the following table:

Client Name ClickOnce Standard Browser Based

Smart Client Windows Client Client

Unified Command and Control - X

Administration

Unified Resource Manager X

Unified Agent Desktop X

Unified Director X

Unified Command and Control - Real- X

Time Reporting

Dataviews X

Enterprise Monitor X

LYRICall Designer X

M3 Designer X

DB Tools X

Producer X

Server Configurator

SDKs and APIs X

1.4.11.1 Client Installation Modes

The following sections explain how each type of client is installed.

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 Optional Features and Components

1.4.11.1.1 Click Once Smart Clients

These clients can be installed in the following ways:

1. Using the Installation Program - When the Unified IP Client installer is run on the client
machine, an icon is placed on the desktop. The user then clicks on the icon to download
the client from a previously installed Unified IP server. Once downloaded, the client
prompts the user to download updates and hot fixes.

2. Pushing MSI files - Each of the ClickOnce Smart Client applications is available as an MSI
(Windows installer file). Customers can use the MSI to push the install out to the client
desktops. All Hotfixes that are installed on the servers through Server Configurator include
a new MSI for easy push to the clients. This new MSI must then be pushed to all clients as
required. The MSI files for each ClickOnce Smart Client application can be accessed as
follows.
• For Unified Agent Desktop, the MSI is on the Portal server at the following URL:
http://machine name/UADInstall/UADClient.msi
• For Unified Command and Control - Administration, the MSI is on the Unified Command
and Control server at the following URL:
http://machine name/UCC/Standalone client/UCCAdminclient.msi
• For Unified Resource Manager, the MSI is on the Unified Command and Control server
at the following URL:
http://hostname/URM/StandaloneClient/URMClient.msi
Note: Beginning with Unified IP 7.3 SP1, an alternate deployment called the Network
ClickOnce deployment is supported. It allows users without Write permission to their
Desktop or Start Menu to run the ClickOnce Unified Agent Desktop from its URL. See
page 1-3 for more information.

1.4.11.1.2 Standard Windows Clients

The standard Windows clients are installed on the client machine by the Unified IP installation
program. Each is represented by an icon installed on the desktop.

1.4.11.1.3 Browser Based Clients

The browser based clients are accessed from the client machine through URLs entered into
the client machine browser.

1.5 Optional Features and Components

This section describes some of the optional features and components in the Unified IP
product. Each component listed in this section requires special licensing.

This section is meant as a guide and does not include a full description of all optional
functional components currently available for a Unified IP environment. For a full description,
see the individual user guides for each of the Unified IP components.

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1. Product Overview

1.5.1 Self-Service with Aspect CXP and Unified IP

Unified IP and Aspect CXP provide a built-in IVR Data Exchange (IVRDE) Web Service to
allow for the correlation of Voice and Data seamlessly in Real-time between Aspect Unified IP
7.4 and Aspect CXP. The web service exposes a secured (over TLS) web-based application
programming interface (API) for both the CXP system and the Unified IP M3 Service in order
to facilitate contact data exchange during IVR call handling.

The Enhanced Enterprise Reporting feature adds customer journey reporting capability to the
following scenarios.

1.5.1.1 Self-Service Scenario for IVR in Front

Aspect CXP receives the call and provides self-service to the customer with speech
recognition (ASR) and Text to Speech. When an agent is needed, customer data collected is
passed over the secure web service (IVRDE) to Unified IP and the call is then connected to the
appropriately skilled agent for servicing. The customer journey reports are generated from
reporting data culled from both Aspect CXP and Unified IP using a common tracking identifier
called UMID.

Figure 1-1 Self-Service IVR in Front data exchange mechanism. For Enhanced Enterprise
Reporting, Unified IP data and CXP data is correlated with UMID, and passed to
the Unified IP Data Warehouse which then generates reports.

For information about integrating Unified IP with Aspect CXP, see the Aspect Unified IP
Integration Guide.

1.5.1.2 Self-Service Scenario for IVR in Back

Unified IP receives the call over a TDM or SIP connection. Unified IP can then bridge the call
to Aspect CXP for data collection, providing self-service to the customer with speech
recognition (ASR) and Text to Speech. The customer data collected is passed over the secure
web service (IVRDE). Agents could also bring in Aspect CXP to collect sensitive data from the
customer, including validation from back end systems, thus preventing agents from seeing

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private customer information. The customer journey reports are generated from reporting data
culled from both Aspect CXP and Unified IP using a common tracking identifier called UMID.

Figure 1-2 IVR in back data exchange mechanism.

For information about integrating Unified IP with Aspect CXP, see the Aspect Unified IP
Integration Guide.

1.5.2 Enterprise Routing with Aspect CXP

The Enterprise Routing with Aspect CXP feature allows inbound customers with multisite
Enterprise deployments to route incoming traffic through a self-service through Aspect CXP,
and if a live agent is required, to route the contact to the appropriate agent located anywhere
across the Enterprise. This solution uses Aspect CXP for self-service treatment, and Unified IP
systems interconnected with Enterprise Routing for live agent interaction. The customer
journey reports are generated from reporting data culled from both Aspect CXP and Unified IP
using a common tracking identifier called UMID.

Figure 1-3 Enterprise Routing Deployment with Aspect CXP.

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1. Product Overview

To implement Enterprise Routing between Aspect CXP and Aspect Unified IP you need the
following components:

• Aspect Unified IP systems at version 7.3 SP3 or later

• Enterprise Routing configured on one or more of the Aspect Unified IP systems

• Aspect CXP at version 15 or later

Information about installing, configuring, and using the Enterprise Multisite Routing feature is
provided in the following Aspect documents:

• For installation of the Enterprise Routing Adapter, see the Aspect Unified IP Installation
Guide.

• For information about integrating Unified IP with Aspect CXP, see the Aspect Unified IP
Integration Guide.

• For information about configuring and using the Enterprise Routing feature, see the Aspect
Unified IP Enterprise Routing System Administrator Guide.

1.5.3 Enterprise Reporting

Beginning with Unified IP 7.3, an optional Enterprise Reporting feature became available.

The Enterprise Reporting feature provides expanded historical reporting using Enterprise
Reporting and Data Warehouse servers and the Business Objects interface. This feature
allows users the flexibility to customize report content and formulas to align with their specific
enterprise needs. Because Enterprise Reporting uses a more flexible reporting interface, it
provides contact center interaction data more clearly and efficiently. This allows users to
manage their Unified IP solution more effectively than was possible using the existing
Dataviews feature.
The Enterprise Reporting feature requires the use of two additional machines:

• An Enterprise Reporting machine that hosts SAP BusinessObjects 4.2 SP6 reporting
software.

• A Data Warehouse machine that hosts an instance of SQL server for report storage.

You must install the SAP software on the Enterprise Reporting server.

For information about Enterprise Reporting and Data Warehouse machine requirements, see
the Aspect Unified IP Hardware and Software Guide.

For information about installing the SAP and Unified IP software, see the Aspect Unified IP
Installation Guide.

Enterprise Reporting allows users to:

• Create custom reports that combine data from different Unified IP data tables.

• Create enterprise-level reporting across multiple Unified IP systems.

• Construct formulas for different data fields.

• Control font, color, placement and graphics in the reports.

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• Include drill-down functionality to sub-reports.

• Provide filters, searches, and dynamic sorting.

• Include options for report output format, distribution method, and scheduling.

The following is a list of reports that are new or improved with Enterprise Reporting:

• Agent Event Details

• Agent Not Ready / Park

• Agent Profile By Service

• Agent State

• Agent Summary By Service Performance

• Application Management Dashboard

• Circuit Summary

• Customer Interaction Detail

• DNIS Management Summary

• Enterprise Service Summary

• Inbound Abandoned Calls Profile

• Inbound and Self-Service Interaction

• Offered Call Profile

• Service Management Enhanced

1.5.4 Enhanced Enterprise Reporting

Beginning with Unified IP 7.3 SP4, historical reporting capabilities have been enhanced to
provide detailed customer journey reports on customer contacts that traverse Aspect products
(for example, CXP to Unified IP) and may consist of any supported media type (for example,
voice call, chat contact, email contact, self-service IVR session). The enhanced reporting
capability is enabled by a new Universal Media Identifier (UMID) parameter that is passed from
system to system along with the contact. UMID parameters are generated by whichever
system (Unified IP or Aspect CXP) first receives the contact, and are then used to identify the
call as it is passed from system to system. This new functionality builds on the Enterprise
Reporting functionality introduced with Unified IP 7.3. See Enterprise Reporting on page 1-12.

Enhanced Enterprise Reporting is supported for the following deployment scenarios:

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1. Product Overview

1.5.4.1 Customer Journey Reporting for Enterprise Routing

with Aspect CXP
The Universal Media Identifier provides enhanced reporting for the Enterprise Multisite
Routing scenarios. In these scenarios, communication between Aspect CXP and Unified IP is
mediated by the Enterprise Routing Adapter component of Unified IP, and routing between
Unified IP systems is done leveraging the Enterprise Routing functionality. As is the case with
the IVRDE mediated scenarios previously described, data from the CXP InfoStore database
and the Unified IP database is combined by the Unified IP Data Warehouse. The Data
Warehouse then synthesizes the information required for the reports. This information includes
call data for the CXP system and all the Unified IP systems that are linked by IP Network
InterQueue.

Enhanced Enterprise Reporting supports data collection from only one Unified IP Enterprise
and one CXP source system. If you have more than one Unified IP Enterprise, each Enterprise
has a separate Enterprise Reporting data warehouse instance running with it. If Unified IP and
CXP systems are configured to route calls between them, then you must configure each
Unified IP Enterprise as a separate account on the CXP system.

1.5.4.2 Customer Journey Reporting for Enterprise Routing

with Unified IP
In this scenario, only Unified IP systems are involved, and calls are routed using IP Network
InterQueue to queue calls at multiple locations simultaneously. A UMID is generated by the
Unified IP system that first receives the call, and this facilitates tracking of the call and creation
of customer journey reports. The details of IP Network InterQueue technology are provided in
the Aspect Unified IP Enterprise Routing System Administrator Guide.

1.5.5 Claims Based Authentication

Beginning with Unified IP 7.3 SP2, you had the option of using Claims Based Authentication to
authenticate agents logging into the Unified Agent Desktop. Beginning with Unified IP 7.3 SP6,
you also have the option of using Claims Based Authentication to authenticate users logging
into the Unified Command and Control - Administration application.
Note: The Aspect Unified IP implementation of Claims Based Authentication is designed to
authenticate users logging in to the Unified Agent Desktop and Unified Command and
Control - Administration client applications only. Customers developing their own
custom agent desktop applications would continue to use the existing authentication
methods provided in the Agent SDK that supports authentication to the customers’
Active Directory services. Refer to the Aspect Unified IP Agent SDK Guide for
additional information on alternate sign-in methods for Unified IP agent desktop clients.
Note: You have the option of enabling Claims Based Authentication for:
• Unified Agent Desktop clients, only
• Both Unified Agent Desktop clients and Unified Command and Control -
Administration clients

Claims Based Authentication can be set up in either of two ways:

• In On-Premise deployments where:

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• Unified IP and the Unified IP users are located at the customer’s site and the only
domain is the customer’s domain.
Or
• The customer site hosts the Active Directory Federation Services (ADFS) server and
Unified IP is in a Cloud that is used exclusively by the customer’s enterprise. The
Unified Agent Desktop agents and Unified Command and Control - Administration users
are authenticated via ADFS on customer's domain.

• In Off-Premise deployments where the Unified Agent Desktop agents and Unified
Command and Control - Administration users are located at the customer site, but Unified
IP is installed on a separate domain (for example, in an Aspect Hosted cloud environment).
Note: For Unified IP 7.4, ADFS 3.0 is the only Identity Provider and Service Provider tested
and validated.

For detailed steps required to implement Claims Based Authentication, see the Aspect Unified
IP System Configuration Guide.

1.5.6 Aspect Agent Initiated Contact

A new offering that does not support automatic dialing or messaging is branded Aspect
Initiated Contact, and is separately orderable, and requires a separate license that can be
obtained from Aspect Support. The installation media is branded Aspect Agent Initiated
Contact, as are the splash screens for the Database, Application, and Client installers.

Before you can use Advanced List Management, you must configure the dialers to which the
system sends call records for dialing. By default, all standard Aspect dialers are considered
auto-dialers, which means that the dialers dial numbers automatically without the assistance of
an agent. There are cases, however, in which you do not want certain records dialed
automatically, but instead need an agent to manage the call. This situation occurs when call
records require customer consent before the call record is dialed. This scenario requires that
an agent manually verify or acquire consent before dialing the call, which requires that the
system send the call to an Aspect Agent Initiated Contact dialer, which is a non-auto dialer.

To ensure all calls that require consent are sent to a live agent for consideration, you can
deploy one or more of Agent Initiated Contact dialers. All Agent Initiated Contact dialers are
designated as non-auto dialers (manual dialers) without auto-dialing capabilities based on the
product license. When you configure any Aspect dialer, Advanced List Management accesses
the dialer license information and displays a field that specifies whether or not the dialer has
auto-dialing capabilities.

When you upgrade to Aspect Agent Initiated Contact, any Services that were previously
configured for auto dialing, audio messages, attention retainers or Personal Greetings will be
disabled. To re-enable the Services, you need to open Unified Command and Control -
Administration, open the Service(s) in edit mode, go to the System Record Detail screen, and
deselect the Disable the Service option [check box]. Then click Save.
Note: If you have ordered Aspect Agent Initiated Contact, the installation media will be
branded accordingly along with the splash screens for the Database, Application, and
Client installers. For information about how to configure and use Aspect Agent Initiated
Contact, see the relevant sections in the Advanced List Management Administrator
Guide, the Unified Command and Control - Administration System Administrator Guide,
and the Aspect Unified IP Server Configurator User Guide.

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1. Product Overview

1.5.7 Contact Server (CS) Adapter

Beginning with Unified IP 7.3 SP1, the CS Adapter is installed as part of the Unified IP
installation process. In previous releases of Unified IP, the CS Adapter installation was a
separate process requiring additional media. The CS Adapter allows Unified IP to use the CMI
component of the Aspect Contact Server product to integrate with Cisco ICM or Genesys
systems.

When you are creating the DeploymentConfiguration XML file that controls installation of
Unified IP, you have the option of adding up to two CS Adapter machines per tenant. When
you add a CS Adapter machine, you see the following dialog.

This dialog gives you the option of using the CS Adapter to use Aspect CMI to integrate with
either a Cisco ICM or Genesys system.

1.5.7.1 Genesys Integration

In the Genesys integration, Unified IP sends call- and agent state transition events to Genesys
TServer so that Genesys TServer can dynamically make pre-routing decisions on where to
direct calls, such as different Unified IP systems. When a call that is being handled by Unified
IP needs further processing (post-call routing), Unified IP can send a route request to Genesys
TServer to determine where to route that call. The call can be routed to a service within Unified
IP or routed to another endpoint outside of the Unified IP system. This endpoint can be a
different Unified IP system or another PBX/switch.

As the following diagram shows, this integration is achieved by creating a communications

path between Unified IP and Genesys TServer using additional Aspect components: Aspect
CMI Server and a special Aspect adapter named Aspect CS Adapter.

Aspect CS Adapter is a translation and event-normalization adapter that provides the interface
between Unified IP and Genesys TServer. It acts as a client to the Unified IP CTI Portal Server
(CTIPS) interface and maintains sessions with both CTIPS and CMI Server.

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When you install Unified IP, you can add up to two CS Adapter machines in a single tenant
deployment.

Using the following dialog, you can select Agent Synchronizer, Data Collector, or both on
the first CS Adapter machine you add. If you select both, you cannot add an Agent
Synchronizer to a second CS Adapter machine. There can be only one Agent Synchronizer
per Unified IP site in a single tenant deployment (or per tenant in a multi-tenant deployment).

The Data Collector is a web service interface that can be called by M3 to obtain call specific
data from the Genesys environment. This data is information that has been added to the
Genesys call record prior to the call arriving at Unified IP such as Account number and
application from an IVR or other similar data. M3 calls the process passing a unique call
identifier call an ConnID which is used to reference the specific call within the Genesys
environment. The tool returns a 2xn table of Keys and Values in a specific sorted order to M3
for processing. The precise Key Value pairs to be returned and the order they are to be
returned in is defined within the configuration of the Data Collector.

Agent Synchronizer is an active process that listens to CTIPS events to determine if the
services associated with an agent have changed. When an agent event is received the set of
services on that event are compared against an XML document and any changes are noted.
If an agent has been put into a new service the XML is updated and a request is sent to the
Genesys Configuration environment to add that agent to an agent group created and uniquely
named for that service ID. The reverse is also true where if an agent is removed from a service
the XML is updated and a request is sent to the Genesys configuration environment to remove
that agent from the agent group for that unique service ID.

1.5.7.2 Cisco ICM Integration

The Cisco Intelligent Contact Management (ICM) Adapter enables you to integrate ICM with
Unified IP using the CTI web service interface. Using the ICM adapter, the system translates
call and agent status event messages to equivalent application and event bridge messages
understandable by Aspect CMI Server. These messages are then made available to Unified IP.
Figure 1-4 Integration of Cisco ICM

Using the ICM Adapter enables the ICM system to do the following:

• Establish and maintain a session with Aspect Unified IP.

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1. Product Overview

• Register for Call, Agent, and Route events.

• Receive translated events from Aspect Unified IP.

1.5.8 Social Media Integration

The Aspect Social platform is designed for large enterprises and customer contact centers to
identify, prioritize, and manage one-to-one social conversations in near real-time. Aspect
Social channels social service engagements where they belong: the next generation customer
contact center. Organizations can take constructive action – informed by customer contact
best practices – on social channels and increase customer loyalty, reduce loss of customers,
and create a better customer experience. By extending the discipline of the contact center to
the social sphere, organizations reduce their reliance on costly traditional channels that are
hard to maintain and that customers are reluctant to use. Aspect Social turns social
monologues into productive dialogues that grow customer value.

The role-based Aspect Social user interface provides agents, supervisors, and managers the
features and access levels they need for their individual responsibilities. The web-based
Aspect Social desktop is the central point of communication between a brand and the social
web. Aspect Social supports threaded conversation support with Twitter, Facebook, and peer-
to-peer forums so that agents can collaborate and solve customer issues in real time.

The Aspect Social integration with Unified IP supports the following capabilities.

• To launch Aspect Social Desktop from Unified Agent Desktop

• To initiate a voice call from the Aspect Social desktop

• To report manual Outbound calls initiated when a Social Interaction is escalated to voice

• To determine how long an agent spent handling Social Contacts using a Park Reason Code
for Social Park Time

For information about integrating Aspect Social with Unified IP, see the Unified Command and
Control - Administration System Administrator Guide, and the Aspect Unified IP Unified Agent
Desktop User Guide. For information about installing and using the Aspect Social application,
refer to the Aspect Social documentation.

1.5.9 Outbound External Routing Integration

This feature is used to integrate Aspect Unified IP with an external third party routing
application for more efficient matching of callers to agents resulting in the best possible
business outcomes. In order to optimize pairing of callers to agents, Aspect Unified IP
supports behavioral pairing solutions such as those offered by third party applications that
partner with Aspect. When a customer calls into the Aspect call center, the Unified IP system
supports the ability to request that the third party service match the caller to the agent that
would result in the best business outcome according to pre-defined key performance
indicators. The third party application then searches multiple databases and matches the
customer phone number with any available information associated with that caller. Unified IP
then uses the agent selection (Route Select) provided by the third parity service to route the
call directly to an agent who has been determined to be most effective in engaging with
customers who have similar characteristics and business needs.

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Aspect Unified IP uses the CTI Portal Service (CTIPS) interface to connect to the third party
external routing application.

To implement Outbound External Routing, you must complete the following steps which are
explained in detail in the Aspect Unified IP Integration Guide.

• When you are configuring the DeploymentConfiguration XML file prior to installing Unified
IP, you select the Outbound External Routing check box on the Select Optional Features
screen as shown below.

• You must manually install the Unified IP root certificate on the third party servers that
communicate with the Unified IP Core and Core Expansion servers using the Aspect
Computer Telephony Integration Portal Service (CTIPS) interface.

• Once Unified IP is installed, you use the Aspect Unified Command and Control -
Administration application to configure an Outbound Service to be used with the third party
routing application.

• Once the Unified IP Outbound Services are configured, the third party routing application
must be configured with the machine names of the Aspect Core and Core Expansion
servers as well as the list of Unified IP Service IDs that have been configured in Unified
Command and Control - Administration.
Note: See the Aspect Unified IP Integration Guide for detailed procedures.
Note: Outbound External Routing is a licensed feature. Contact your Aspect representative
for pricing.

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1. Product Overview

1.5.10 Knowledge Base

The Knowledge Base is an information repository that agents use for gathering information to
assist with customer queries. It stores information for FAQs, agent keywords, email auto-
response, and Natural Language Processing (NLP).

1.5.11 Email
The Email feature enables agents and supervisors to communicate with customers using
incoming and outgoing electronic mail. This feature works with Microsoft Exchange and
Microsoft Outlook.

In addition to standard email communication with individual customers, Unified IP also enables
agents and supervisors to communicate with customers using a distribution list when using the
Advanced List Management component. This feature requires the Unified Communications
Server, which works in conjunction with the Advanced List Management Server, the Microsoft
Exchange Server, and the Aspect Unified IP Server. The Advanced List Management Server
starts the outbound campaign by sending the distribution list to the Unified IP Centercord
component, which forwards the request to the UCM server. The UCM Server subscribes to the
email server, which sends the email message to the specified list. The final disposition is then
routed back through the UCM Server, to the Unified IP Server, and finally to the Advanced List
Management Server.

For additional information on configuration, see the Aspect Unified IP System Configuration
Guide.

1.5.12 Outbound SMS Messaging

Outbound Short Message Service (SMS) Messaging enables agents and supervisors to send
SMS messages to customers on their SMS devices such as cell phones. In addition to SMS
Messaging to individual customers, Unified IP also enables agents and supervisors to send
messages to customers using a distribution list when using the Advanced List Management
component. This feature requires the Unified Communications Server, which works in
conjunction with the Advanced List Management Server and the Aspect Unified IP Server. The
Advanced List Management Server starts the outbound campaign by sending an SMS
message request list to the Unified IP Centercord component, which sends an SMS request to
the UCM server. The UCM Server forwards the request to the SMS client that subscribes to
one or more Service Provider user accounts. The final disposition is then routed back through
the UCM Server, to the Unified IP Server, and finally to the Advanced List Management Server.

There are two ways to configure Outbound SMS:

• Using the Standard Service Provider (Red Oxygen)

• Building a custom SMS solution using the Custom SMS Service Provider SDK

To implement outbound SMS using the Standard Service Provider, you must set up an account
with a Red Oxygen, a company that has an existing relationship with Aspect. If you choose to
use another provider, you need to use the SMS Third Party API SDK. For additional
information, contact Aspect Professional Services.

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For additional information on configuring Outbound SMS, see the Aspect Unified IP System
Configuration Guide.

1.5.13 Web Chat

The Web Chat feature of Aspect Unified IP allows customers to initiate a chat request from a
web site and get connected to the right agent. The connected agent and the customer can
interact in real-time via text messaging over the internet. The agent can respond to customer
inquiries using Knowledge-Base assistance. They can also initiate web collaboration wherein
the agent and the customer web browsers are synchronized as each navigates to a new page.
All the customer needs is a web browser. Customers can optionally request to be connected
on a voice channel with the agent by clicking a button. Also, the entire Web Chat interaction
between the customer and agent can be recorded.

Following are the six main components that are involved in the Web Chat communication
process.

• Customer Web Content Server

This is the server where the customer hosts the web pages from where a chat request can
be initiated into Unified IP. This is implemented on the web pages by a “Click to Chat”
image or hyperlink, with the script behind to send the request (on click) to the Unified IP
Load Balancer (see below). This Web Content Server is typically placed in the Perimeter
Network/DMZ.

• Customer Reverse Proxy (Optional)

The only firewall open port requirement is for the Chat IIS web server port (default value of
8111). If the customer requires an intermediate server in the DMZ, a reverse proxy can be
used, but this component is the customer’s responsibility to maintain.

• Aspect Unified IP MultiMedia Server

The MultiMedia Server component of Unified IP can either be a separate machine, or a
component on the Core Server. The MultiMedia server supports web server (IIS), Tomcat
JSP engine, Aspect Unified IP HTML, JSP pages, Java and Java Beans. Typically, the
Chat Server (see below) and Load Balancer Server (see below) components are also
installed on this machine.

• Aspect Unified IP Load Balancer Server

This software component determines the appropriate Chat Server (see below) that the chat
request (from the customer) is delivered to in order to balance the load across multiple
Chat Servers. This Software component typically gets installed in the MultiMedia Server.

• Aspect Unified IP Chat Server

When the Load Balancer Server forwards the chat request from the customer, this software
component processes the request and communicates with the customer Web Content
Server through the firewall and opens a secure session with the chat requestor. It also
notifies the request to Centercord Server (see below). To activate chat failover protection,
multiple chat servers must be configured for the Chat Service within the Unified IP Unified
Director application.

• Aspect Unified IP Centercord (Core) Server

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1. Product Overview

This software component receives the notification from Chat Server about a new chat
session, applies the appropriate business rules as per the definition, and then connects the
caller with an M3 Script or with a best available agent who will manage the chat interaction.

• Unified Agent Desktop application

This is the Unified IP agent application that interacts with the Chat Server by way of the
Agent/Chat web service.

The above components are shown in the following generic Web Chat architecture diagram.

In the above diagram, a generic chat architecture is depicted where the Customer Web
Content server is located in the DMZ, and the Unified IP MultiMedia servers are running on
separate machines where each has its own web server that could be separated by one or
more firewalls.
Note: Refer to Appendix B, Ports for information about required firewall ports.

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The following flow chart shows the sequence of events that take place during a chat call.

The sequence of events depicted in the flow chart is as follows:

1. An end user visits the customer’s web site (accesses the Web Content Server) from the
web browser via http(s) protocol. The server is owned and managed by the customer.

2. The end user sees a link to “Chat with an Agent/Customer Representative.”

3. The end user clicks the link.

4. The Web Content Server forwards this http(s) request across the firewall to the Internal
Web server in the MultiMedia Server. The request comes to a default web page
(CPChatRequest.html) provided by Aspect, which can be customized by the customer to
suit their needs. (The name of this html file can also be changed). This Request page can
collect basic information on a web form from the customer and On Submit it must send the
captured information to the CPChatRequest.jsp which is hosted by Tomcat in the
MultiMedia Server. This JSP page is the one that actually processes the chat request. The
following information is sent from the CPChatRequest.html to CPChatRequest.jsp:
• Primary and Secondary Load Balancer IP Addresses and Port numbers (Required)
• Service ID of the Chat Service defined in Unified Director (Required). This chat request
is queued to this Chat Service.
• Customer Name (Required)

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1. Product Overview

• Other optional information the customer would like to collect and send to Aspect Unified
IP. This information can be used for routing the chat call and can be attached to the
agent screen pop.
The customer can deploy TLS on the web server for security.

5. Once the CPChatRequest.jsp successfully processes the request, a web session is

established between the end user’s web browser and the Web Server component of the
MultiMedia Server.
• After validating the information (ServiceID, Load Balancer IP/port etc) sent by
CPChatRequest.html, the CPChatRequest.jspcalls the Java Bean
CPChatLBRequestBean method to request for available Media Servers. Each chat
service can be configured in Unified Director to use Multiple MultiMedia Servers for
scalability. The Load Balancer chooses the Media Server (Chat Server) that will be used
for this Chat Session.
• The process described above is carried out even if there is only one MultiMedia Server.
Therefore, a Load Balancer is required even in a deployment where there is only one
MultiMedia Server (Chat Server).

6. As a result of the Chat Request, the Chat Server notifies Centecord and requests an
available agent.

7. The Centercord (Core) Server responds back with the best available agent to the Chat
Server. It also notifies the selected agent that chat contact will be arriving.

8. The agent sees a chat window pop up, and this window directly communicates with the
Chat Server (via Chat Web Service) using TCP/IP. The Chat Server, based on ServiceID,
CallID and Agent ID, can associate the end user chat session with the agent. From this
point, the end user and the agent can exchange text messages back and forth. The Chat
Server maintains the session.
• This process also applies to the M3 Server when an M3 Service is configured for a Chat
Service.
• Besides sending text messages back and forth, the end user can escalate the chat to a
voice conversation with the same agent. In this case, the Chat Server takes the end
user phone number and passes it to the Centercord to establish a voice connection
between the agent and the end user. This feature assumes that a Unified Media Server
is in place and that the agent has already established an audio path during the login
process.
• The end user and the agent can also engage in web collaboration. The end user can
send an http URL to the agent, whereupon the chat component in the agent desktop
application launches the browser in the agent machine with that URL. Now both agent
and end user can see the same page and both can navigate. This is done by the
CPChatMain.jsp server page.
• The entire interaction between the agent and the end user can be screen recorded and
monitored.
Note: You must install all Chat components inside the firewall unless you use a reverse proxy.
For additional information, see Firewall Guidelines on page B-5.

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1.5.14 Automated Recording

Automated Recording enables you to configure business rules related to recording contact
calls. Automated recording is configured using the Unified Director application.

1.5.15 Screen Recording

Screen Recording enables you to return all of the contact recordings including the screen of an
agent. A director can initiate a screen recording on demand or set the system to automatically
capture the screen. The screen recording is then available for playback.

1.5.16 Security
There are various ways in which you implement security in your network environment. When
using Unified IP, you implement security using the following:

• Authentication—verifies users accessing the system.

• Secure OS— limits security risks by automatically resetting the default firewall OS settings
so that unused services are stopped and unused ports are closed.

• Secure Data Transmission—uses Transport Layer Security (TLS) to implement encrypted

data and authentication communications.

For additional information on security, see Security Overview on page 3-24. Also see the
Aspect Unified IP Security Guide.

1.5.17 Reactive Blending

The Reactive Blending feature enables you to manage high and low volumes of inbound calls.
With this functionality, agents are moved from an inbound service to an outbound service and
then moved back to the inbound queues when call volume is high in the inbound service.
Reactive blending refers to the integrations with external Automatic Call Dialers (ACDs.) The
ACD handles routing inbound calls and Unified IP handles blending and routing of outbound
calls.

1.5.18 Unified IP Enterprise Routing

Unified IP Enterprise Routing is an enterprise call routing capability that enables you to
seamlessly route calls to remote switches to ensure that each call is delivered to the most
appropriate agent regardless of where that agent is physically located within the enterprise.
Unified IP Enterprise Routing is based on IP Network InterQueue technology, which was
previously offered with legacy Aspect CallCenter only. IP Network InterQueue is a middleware
messaging technology that enables the endpoints (switches) to exchange TCP/IP messages
through a Broker application to find the best agent to handle the call. Once an agent has been
identified, the call is routed using Aspect routing technology over PSTN or IP trunks.

When using Unified IP Enterprise Routing, the Unified IP system is able to integrate the
Advanced Skills Dynamic Routing feature that uses M3 scripting for routing control. Calls

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1. Product Overview

associated with a Dynamic Service are assigned a variable number of skills and a minimum
skill level requirement. Using M3 Scripting along with Enterprise Routing, a Unified IP system
can broadcast a request for a remote agent that meets specific criteria.
Note: Unified IP Enterprise Routing, Dynamic Services, and Skills are configured using the
Unified Command and Control- Administration tool.

1.5.19 Citrix Integration

Citrix XenApp is an on-demand application delivery solution that enables any Windows
application to be virtualized, centralized, and managed in the datacenter and instantly
delivered as a service to users anywhere on any device.

Aspect Unified IP 7.4 supports integration with Citrix XenApp 6.x and 7.x for the Unified IP
Client applications. See the Aspect Unified IP Installation Guide for Citrix integration
procedures.
Note: In support of Citrix XenApp deployments, the Aspect Unified IP client applications must
be installed on Windows 2012 or 2008 R2 for virtualization to the desktop client. The
desktop client can be any device that will support running the Citrix Receiver, these
include: Windows PCs (running 2008, Win 7, or Win 8) and thin (aka zero) VDI Client
devices.
Note: For information about Hyper-V and VMware server virtualization, see the Aspect
Virtualization Guide.

1.5.20 Unified Communications

Unified Communications opens up a new range of possibilities in addition to simplifying
communications within the contact center. It consolidates voice, instant messaging,
conferencing, and email into a single flow of communications, enabling the user to seamlessly
switch from one mode to another.

One of the many things Unified Communications provides is the ability for an agent to contact
to technical experts outside the contact center when they need expert help resolving a
customer issue. With the Ask an Expert feature, agents can use instant messaging or voice to
get the help they need while on a call or in Park state researching a customer issue. If needed,
they can also transfer the call to the Expert for resolution. These experts can be anywhere in
the company, even in another country. As long as they are signed into the same
communications system, they are available to the agents. Agents can also contact experts
using the Sharepoint Search feature. When Sharepoint repositories are used for expert
search, the keyword entered by the agent is used to search Sharepoint for document titles. If a
match is found, and if the document author is a user configured in the customer’s enterprise,
the document title and the author’s name are returned to the agent. Results from an expert
search include a relevance score based on the keywords specified as part of the search
criteria. Factored into this score is an expert’s hot seating position. The hot seating position is
calculated based on “least utilized” to prevent the same expert from being selected repeatedly.

In addition to accessing Experts, Unified Communications enables you to incorporate instant

messaging within the contact center, providing a rich flow of information between agents and
supervisors. Agents can ask for information or assistance from their supervisor or a more
senior agent without interrupting the continuity of the customer contact.

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 Optional Features and Components

Beyond networking within the contact center and with Experts, Unified Communications
enables you to set up inbound IM services, enabling your customers to initiate IM sessions
with your agents just as they would a voice contact. Because the inbound IMs are routed to a
service, you can apply the same business rules to managing inbound IMs that you use for your
other contact modes.

This functionality requires a separate license for “Ask an Expert” capability and a separate
license for service-based Instant Message functionality.

1.5.20.1 Unified Communications Applications

Unified Communications functions through the following desktop applications:

• Unified Agent Desktop

• Microsoft LyncTM Server 2013 (Inbound IM, enhanced Ask an Expert, and internal IM)
Note: For all Lync functionality to work with Unified Agent Desktop, you must install the
Microsoft Lync Server 2013 or latest Skype client software on each Unified IP client
machine regardless of whether using Microsoft Lync Server 2010 or 2013.

While Unified Communications within Unified IP flows through the Unified Agent Desktop
application, this does not impact an agent's use of Microsoft Lync Server on their desktop.
Because Lync Server function outside the Unified IP system, agents can use both applications
simultaneously for instant messaging as well as audio. For example, agents can communicate
with an expert or agent outside the contact center using Lync Server at the same time that
they are receiving a service call or instant message through the Agent Desktop. Similarly, an
agent can be involved in a conference or call using Lync Server and still receive conference or
call requests through the desktop because Lync Server function in the same manner as a
second voice line. The agent's presence is based on their state within Unified IP, however the
agent can change their presence within Lync Server manually. In addition, regardless of an
agent's state within the desktop, agent's can still receive contact (such as an instant message
or call request) through Lync Server.
Deployment of Unified Communications requires either the Microsoft Lync Server 2013 or
Microsoft Exchange Server. Inbound IM requires Lync 2013. To implement Inbound IM,
Outbound Email using distribution lists, and outbound SMS Messaging, you also need the
Unified IP Unified Communications (UCM) server. See the Aspect Unified IP System
Configuration Guide for details on setting up your Unified Communications deployment.
Note: You must install the Microsoft Lync Server 2013 client software on each Unified IP client
machine that will take IM calls.

1.5.21 Aspect Voice Portal

In addition to the Aspect CXP-Pro integration, Aspect Unified IP continues to support the Aspect
Unified IP Voice Portal option which uses the Voice Portal Server to add voice-related features
such as automatic speech recognition, text-to-speech, and support for Voice XML to Unified IP.

Optionally, you can use third party tools to add speaker verification to your script. Speaker
verification adds another level of security to telephony applications, improves customer
service, and provides a more personal experience for the caller.

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1.5.21.1 Voice XML Studio

The Voice XML Studio component enables you to create IVR scripts for the legacy Aspect
Voice Portal. (Currently available in English only.)

1.5.22 Advanced List Management

The Advanced List Management component provides management capabilities for advanced
outbound campaigns (services). Advanced List Management provides centralized record
management functionality at an enterprise level. The system processes raw customer data
modeling strategies and sends complete contact records to the dialers in specified order
based on the published demand of each individual dialer.

1.5.23 Aspect Quality Management

The Aspect Quality Management component provides the ability to record voice and window
interactions based on customizable business rules. Using Aspect Quality Management with
Unified IP, you can also implement live monitoring of agent interactions with customers. You
can retrieve recordings using advanced search criteria, play the recordings back, and score
the recordings for quality and training purposes.

1.5.23.1 Call Recording Options

Aspect Quality Management 8.0 introduced a new Enhanced CTIPS recording capability that
is designed to interface with Unified IP 7.3 or later. When Aspect Quality Management is
deployed with Unified IP, the system can be set up to use either the Enhanced CTIPS option or
the existing CTIPS option. In total, there are three options for implementing call recording:

1. Enhanced CTIPS - This option is selected by clicking a radio button on the Aspect Quality
Management Switch Definition window when the Administrator is defining a switch in
Unified IP for Aspect Quality Management.

2. Existing methods of Aspect Quality Management recording on Unified IP (TDM trunk

tapping, VoIP station tapping, M3 software based recording) - selected by clicking a radio
button on the Aspect Quality Management Switch Definition window when the
Administrator is defining a switch in Unified IP for Aspect Quality Management..

3. Unified IP Legacy Recording using Recording Manager - This option is accessed from
the Unified Director application.
Note: If Aspect Quality Management Enhanced CTIPS is chosen as the recording method,
then the Administrator must configure the system so that all the agents in the Unified IP
deployment use Aspect Quality Management Enhanced CTIPS for recording. You
cannot have some agents using one option and others using another when Aspect
Quality Management Enhanced CTIPS is chosen. Mixed recording mode capability is
available only with previously existing methods of Aspect Quality Management
Recording (TDM trunk tapping, VoIP station tapping, M3 software based recording) and
Unified IP legacy recording using Recording Manager.

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 Optional Features and Components

1.5.23.2 Configuring Enhanced CTIPS

Customers using Unified IP 7.3 SP3 or higher and Aspect Quality Management 8.2 SP2 or
higher considering Aspect Quality Management Live Monitor (using Enhanced CTIPS
interface) now can leverage Unified IP for audio recording using Dial Back method - M3 Script.
Call Recording will be done with Unified IP and Screen recording on Aspect Quality
Management (SP5). This solution dictates needs for additional SIP Channels, outbound trunk
channels, M3 sessions, DSP and conference resources.

Use the following calculation as an example to determine resources required for one
supervisor/mentor live monitoring an agent on call.

1. One SIP channel for nailing up PREC. Requires M3 script for initiating the monitoring.

2. From Unified IP, one outbound trunk channel is used up to dial to mentor/supervisor cell
number. This requires another M3 script for call back.

3. One M3 session resources to tie up with PREC. No SIP channel is required for nailing up
PLBK ports on Aspect Quality Management.

4. One DSP resource on Unified IP Unified Media Server to collect digits.

5. One conference resource when mentor connects to agent via phone delivery.

To summarize, for one supervisor/mentor monitoring audio of one agent, 2 SIP channels, 1 M3
session, 1 DSP and 1 conference additional resource are required.

For 50 supervisor/mentor sessions: 100 SIP channels, 50 M3 sessions, 50 DSP and 50

conferences resources will be required.
Note: Customers who wish to use the Unified IP Enhanced CTIPS Recording must disable
manual recording through Unified Agent Desktop. The procedure for doing this is
documented in the Aspect Quality Management Server Installation Guide. When an
agent is using the Unified IP Enhanced CTIPS recording, the Record button on the
Unified Agent Desktop will be grayed out and cannot be used. Agents must use the
Aspect Quality Management desktop to initiate recording.

1.5.24 CRM Connectors

Unified IP 7.4 includes CRM connectors that provide real time interoperability between Unified
IP and Siebel, SAP, SalesForce, and PeopleSoft CRM applications. In addition, a connector
for MS Dynamics is available through Aspect APS Innovations. By using the CRM connectors,

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1. Product Overview

Unified IP agents have the ability to place, receive, and transfer customer interactions with full,
real-time connections to CRM customer data.

The Aspect CRM connector solution supports a full multichannel platform – voice, chat and
email - with integrated controls in the CRM application, providing the following interaction
navigation functionality:
Note: This is not a complete list. For more information about connector functionality, refer to
the CRM connector documents listed on the next page.

• Single sign-on, authentication and log-out of the Aspect Unified IP platform via CRM
application

• Accept and reject calls

• Change agent status in real time via call status or by using the CRM toolbar

• Place calls on hold and retrieve from hold

• Transfer with context to another agent, a supervisor, inbound queue route point or voice
portal

• Conference to an agent or a supervisor, and cancel conference when needed

• Manual dialing through using the CRM toolbar

• Customize screen pop to display critical customer information upon accepting the call

• Change ready/not ready status using the CRM toolbar

• Park call and select reason code

• Record interaction if required

• End call with a disposition

Note: The Aspect Unified IP CRM connectors do not currently support the agent multi-
session capabilities introduced with Unified IP 7.3. Please see the current Unified IP
Release Notes for the latest status.

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 Optional Features and Components

For more information about the Aspect Unified IP CRM connectors, see the following
documents:

• Aspect Unified IP 7.x CRM Connector CHECKLink Installation Guide

• Aspect Unified IP 7.x CRM Connector CHECKLink Unified Agent Desktop Sync Installation
Guide

• Aspect Unified IP 7.x CRM Connector CHECKLink Web Toolbar Product Description Guide

• Aspect Unified IP 7.x CRM Connector CHECKLink Siebel Communications Toolbar User
Guide

• Aspect Unified IP 7.x CRM Connector CHECKLink Siebel Product Description Guide

• Aspect Unified IP 7.x CRM Connector CHECKLink PeopleSoft Product Description Guide

• Aspect Unified IP 7.x CRM Connector CHECKLink SAP Product Description Guide

• Aspect Unified IP 7.x CRM Connector CHECKLink SalesForce Product Description Guide

1.5.25 Dynamic Call Data

Call data is information about a contact such as the call type (for example, inbound or
outbound), the service receiving the call, and the caller telephone number. It is contact data
that is displayed on an agent screen when a customer contact is received.

Call data definitions contain the information you assign to a service or that the system assigns
with table definitions or reserved words. The call data definitions allow a maximum of 20
parameters for each table. Call Data Definitions enable you to define custom views of the data
for an agent pop-up window when a contact is received. Call data definitions are always
associated with specific CDD reserved words.

Call Data Definitions Reserved Words are the labels (markers) that, when selected in the call
data definition, are passed to the client application. These labels are the parameters that hold
the necessary information for each table that is created.

The Call Data window is a pop-up window that opens on the agent desktop each time the
agent receives a call. A call data definition determines the contents of the Call Data window.

Beginning with Unified IP 7.2, you can use M3 Designer to change the Call Data Definition that
defines the 20 field value/name pairs that can be transferred to and from agents and Services.
The changes that support this Dynamic Call Data feature are implemented in M3 Designer and
the Tenant Properties General tab in Server Configurator.
Note: The Dynamic Call Data feature is supported only by Unified Agent Desktop. It is not
supported by Agent Toolbar.

For an overview of the Dynamic Call Data feature, see the training course (Dynamically
Routing Call Data Definitions) that is available on the Aspect Active Learning Web site.
Contact your Aspect representative for login credentials.

For details about implementing Dynamic Call Data in M3, see the Aspect Unified IP M3 User
Guide.

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1. Product Overview

For details about implementing Dynamic Call Data in Server Configurator, see the Aspect
Unified IP Server Configurator User Guide.

1.6 High Availability and Disaster Recovery

The following sections provide information about the built-in redundancy (High Availability)
included in Unified IP and procedures for implementing Disaster Recovery.

Unified IP 7.3 and later implements SQL Server 2012 AlwaysOn availability groups to support
high availability and disaster recovery requirements. The AlwaysOn technology relies on the
Windows Server Failover Clustering (WSFC) cluster as its foundation. For information about
setting up clustering, see Failover Clustering Requirements on page 3-1.

1.6.1 High Availability

Unified IP offers built-in High Availability by deploying multiple instances of the key servers to
provide stability in cases where there is a network or machine failure, or a machine is
temporarily shut down for servicing or maintenance. All Unified IP deployment profiles provide
built-in High Availability. For example, the following is a screen shot from the Deployment
Wizard dialog where you enter machine names for the required servers specified in the
deployment profile.

In this screen shot of a Large deployment profile, note that Unified IP software is installed on
Primary and Secondary Datamart servers, Primary and Secondary Core servers, and Primary
and Secondary Core Expansion servers.

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 High Availability and Disaster Recovery

1.6.2 Disaster Recovery

A Disaster Recovery (DR) Solution can be defined as the process, policies and procedures
related to preparing for recovery or continuation of technology infrastructure critical to an
organization after a natural or human-induced disaster. This is accomplished through the
deployment of two or more systems at separate geographic locations so that even a
widespread disaster event cannot affect all sites simultaneously. Contact Center agents and
other personnel affected by the disaster event may be able to connect to an alternate site
through different network connections (home, other offices). Telephony and other media types
may also be able to connect to the alternate site, but in most cases, this should not be required
to support some level of operations if the primary site is completely disabled.

DR is not the same as a High Availability (HA). Whereas DR consists of the information
technology architecture and processes to recover the technology and/or applications to
service in a location other than your primary processing location, HA focuses on maintaining
system uptime at the primary location through application clustering, hardware clustering,
virtualization, and local replication technologies. The basic idea of HA is to build an
architecture that can continue to operate without disruption even when one of its components
fails. Resiliency is focused on “uptime” rather than recovery time. HA assumes that most of the
location servers and infrastructure are operational; DR assumes a location is unusable.
Note: In DR scenarios, it is expected that active contacts and some data may be lost
depending on the severity of the failure.

For detailed Disaster Recovery procedures, see the Aspect Unified IP Disaster Recovery
Guide.

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 2
2. Planning Overview

This chapter describes the various Unified IP applications, servers, and processes for a
Unified IP contact center and includes information on load balancing and database
architecture.
Note: For detailed information on hardware and software requirements, see the Aspect
Unified IP 7.4 Hardware and Software Guide.

2.1 Client Applications, Servers, and Processes

Summary List
The following tables describe the Unified IP applications, servers, and processes used in an
Unified IP contact center environment. The tables describe system options for each desktop.
These are interchangeable options and do not necessarily need to be designed in this manner.
For instance, an analyst might need only the DataViews and Enterprise Monitor applications or
the Enterprise Monitor might be an addition to the list of applications for a System
Administrator.

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2. Planning Overview

2.1.1 Agent Applications

Application Description

Unified Agent Desktop A new and improved desktop application that handles all the
telephony features for Unified IP. In addition to features such as
dial, hang up, and hold, a contact center agent uses the Unified
Agent Desktop to communicate with customers through the
internet by using chat, email, and instant message.
Note: Unified Agent Desktop can do everything that Toolbar
can do, and is the recommended agent client.

This application provides agents, directors, and experts access to

Unified Communications functionality.
Note: Although the Unified IP Client installer places the
AspectUnifiedIPCA7.pem certificate in the Windows
trusted root Certification Authority Keystore on client
machines where TLS is enabled, you must manually add
this certificate to the JRE keystore. See the Client
chapter in the Unified IP Installation Guide for
procedures.

Unified Command and Control A real-time reporting web interface.

- Real-Time Reporting

2.1.2 Supervisor Applications

Application Description

Unified Command and Control An application used for the viewing of real-time canvases for
- Real-Time Reporting statistics. Unified Reporting provides a comprehensive view of
your system resources by eliminating the need to integrate
reporting data from multiple sources.

Unified Command and Control An application used to view real-time statistics and to build
- Producer custom real-time canvases for statistics.

DataViews An application that includes numerous reporting templates and

offers report and multi-dimensional cube views of historical data
generated within the Unified IP environment. It enables
supervisors to create reports on most of the activities performed
by a contact center.

Enterprise Monitor An application that enables Supervisors, Administrators, and

Quality Assurance staff to perform real-time monitoring,
coaching, recording, and scoring of agents.

Unified Director A configuration application that enables a supervisor to set up,

manage, and maintain numbering plan, knowledge base, and
other resources.

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 Client Applications, Servers, and Processes Summary List

Application Description

Advanced List Management An application used for the management of advanced outbound
Desktop (Optional) campaigns (services). Advanced List Management provides
centralized record management functionality at an enterprise
level. The system processes raw customer data modeling
strategies and sends complete contact records to the dialers in
specified order based on the published demand of each
individual dialer.
Note: Advanced List Management cannot be used in a RAID 5
environment.

Aspect Quality Management An application used for recording voice and window interactions
(Optional) based on customizable business rules. You can retrieve the
recordings using advanced search criteria, play the recordings
back, and score the recordings for quality and training purposes.
Aspect Quality Management integrates with Unified IP, which
enables you to take advantage of the environmental definitions
(such as agents, agent groups, or teams) to create advanced
recording rules and search criteria.

2.1.3 Administrator Applications

Application Description

Unified Command and Control Application used to manage agent and routing resources
- Administration across Aspect products so that you can administer one or
more Aspect products from a central user interface. When
using Unified IP, Unified Command and Control -
Administration is your primary administration interface for
setting up and managing your environment including your
user community and your applications and services.
Server Configurator Application used by Administrators to configure Unified IP
servers, such as Databases, Application Servers, and Portal
servers.

Unified Resource Manager Application used to set up and administer the telephony
resources for the Aspect Unified IP contact center
infrastructure including TDM and IP telephony servers as
well as SIP signaling and SIP proxy servers. You also use
this application to configure devices, add them to Route
Groups, associate Route Groups with Dial Patterns,
manage system messages, and configure CTI Reactive
Blending. The application also allows you to create and
delete Application Endpoints, contact objects, and SIP
URIs for Instant Messaging which are referenced in an
Inbound Instant Messaging service created in Unified
Command and Control - Administration.
Unified Director A configuration application that enables a supervisor to set up,
manage, and maintain numbering plan, knowledge base, and
other resources.

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2. Planning Overview

Application Description

Advanced Speech Web Application used for creation of IVR scripts for the Advanced
Application Portal Voice Portal.
/VoiceXML Studio

Unified Command and Control An application used for the viewing of real-time canvases for
- Real-Time Reporting statistics. Unified Reporting provides a comprehensive view of
your system resources by eliminating the need to integrate
reporting data from multiple sources.

Unified Command and Control An application used to view real-time statistics and to build
- Producer custom real-time canvases for statistics.

Advanced List Management An application used for the management of advanced outbound
Desktop (Optional) campaigns (services). Advanced List Management provides
centralized record management functionality at an enterprise
level. The system processes raw customer data modeling
strategies and sends complete contact records to the dialers in
specified order based on the published demand of each
individual dialer.
Note: Advanced List Management cannot be used in a RAID 5
environment.

Aspect Quality Management An application used for recording voice and window interactions
(Optional) based on customizable business rules. You can retrieve the
recordings using advanced search criteria, play the recordings
back, and score the recordings for quality and training purposes.
Aspect Quality Management integrates with Unified IP, which
enables you to take advantage of the environmental definitions
(such as agents, agent groups, or teams) to create advanced
recording rules and search criteria.

2.1.4 Developer Applications

Application Description

Agent Web Service SDK The Agent Web Service SDK (Software Developers Kit) enables
(SOAP) application developers to control and manage the contact-media
features of Aspect Unified IP Agent Web Services. It is also used
to notify CRM applications when contact-media events occur,
such as AOD Automatic Outbound Dialing) and ACD (Automatic
Call Distributor) calls, chat, or e-mail offerings.

UAD API The Unified Agent Desktop API is specific to the Unified Agent
Desktop application. It is described in the Aspect Unified IP
Agent Web Service SDK Guide.

CTI EDK The CTI EDK (Embedded Development Kit) enables application
developers to control and manage the events, requests, and
responses that are generated in an Aspect Unified IP CTI
Portal Server (CTIPS) environment. CTIPS enables application
developers to control and manage the inbound, voice call
handling, and agent outbound features of the Aspect Unified
IP system.

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 Client Applications, Servers, and Processes Summary List

Application Description

DTI The Agent Web Service SDK (Software Developers Kit) enables
application developers to control and manage the contact-media
features of Aspect Unified IP Agent Web Services. It is also used
to notify CRM applications when contact-media events occur,
such as AOD Automatic Outbound Dialing) and ACD (Automatic
Call Distributor) calls, chat, or e-mail offerings.

AOD Feed API The Automated Outbound Dialing Feed API for Unified IP is used
for feeding records into the system in real-time for outbound
dialing. AOD (Automatic Outbound Dialing) is a service provided
by the Unified IP system. It enables a contact center to
automatically generate outbound contacts, to monitor the
progress of a contact, and to route the contact according to its
resolution (for example, whether the contact has been answered
by a person or the caller has received a progress tone such as
busy, reorder, or a ring back.) An AOD service is normally used to
increase agent productivity.

External Call Logger The component interface that allows for integrations to third party
call logging systems.

LYRICall Designer A user friendly WYSIWYG HTML editing tool that enables you to
create customized scripts.

M3 Designer (MultiMedia The application used to design and implement custom scripts for
Designer) voice, chat, email, and workflow. Multi Media Manager is the
Unified IP component that provides a visual script-development
environment for automating responses to customer contacts.

OSMS API The Online Statistical Management System (OSMS) API of

Unified IP exposes the real-time statistics of Unified IP for
external applications. The Unified IP OSMS Client component is
a set of COM objects that provide the application programmer
with the ability to request and receive real-time statistical data
and state information from the Unified IP OSMS Proxy Server.

Workflow Management API This application, also referred to as the Automated Workflow
Distribution (AWD), enables users to integrate with external
systems to drive tasks for Workflow services. Workflow services
enable a director to set inbound work tasks to automatically
queue, prioritize, and route help desk tickets, a fax, or other
electronic media to agents within the contact center.

Custom SMS Service This SDK allows you to implement a custom Outbound SMS
Provider SDK application. See the Aspect Unified IP System Configuration
Guide for details.

Exchange Remote Certificate Aspect Unified IP provides inbound email, outbound email,
Validation Callback API Outbound SMS(Standard integration) functionality. Customers
who want to leverage above functionality must implement an
Exchange Certificate Validation Callback API which meets the
customer security requirement. Aspect’s customer must engage
the Aspect Professional Service team to implement the certificate
validation callback code.

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2. Planning Overview

2.1.5 System Servers

The following is a high-level list of Unified IP system servers. For a complete list of system
servers, see the Aspect Unified IP Server Configurator User Guide.

Server Description

Advanced List Management The Advanced List Management system provides centralized
(Optional) record management functionality at an enterprise level. The
system processes raw customer data modeling strategies and
sends complete contact records to the Dialers in specified order
based on the published demand of each individual dialer.

Unified Media Server (UMS) The Unified Media Server is a single integrated server solution
that supports the Aspect Unified IP telephony subsystem.

Core Server (Primary and Main Unified IP Server that runs the core software components.
Secondary)

Core Expansion Server Also runs the core software components.

(Primary and Secondary)

Director A tool that is used by Supervisors and Administrators to set up

and manage various Unified IP components including Alert
Manager, Voice Mail, Numbering Plans, Recording Manager,
Agent scoring, and Knowledge Base as well as manage a portion
of the available table administration.

Host Conn Web Service Required for access to databases with LYRICall and the Multi
Media Manager (M3).

Instant Messaging (IM) Required to store all recordings of instant messaging (IM)
Recording Store (Optional) transactions.

Import/Export Service Used to handle on-demand or scheduled imports and exports of

outbound call tables and exclusion records.

Knowledge Base Server Software component that houses questions and answers within a
database for agents to access as part of Agent Assist and for
Email Auto Response.

Logging Server Software component used to manage and refine log level
settings for each component in the system and perform log
collection requests (either scheduled or on-demand).

Media Server (Optional) Houses the Chat Server and Chat Load Balancer.

Lync Server 2010/2013 Server used to manage all real-time communications (such as
(Optional) Instant Messaging and audio) within the enterprise. This server is
required for agents responding to and interacting with customers
by instant message, and for contacting other agents, supervisors,
or experts in the enterprise who are using Aspect Unified IP.

Aspect Quality Management Provides the ability to record voice and window interactions
(Optional) based on customizable business rules. Using Quality
Management with Unified IP, you can implement live monitoring
of agent interactions with customers and retrieve recordings.

Recording Storage Server A Unified IP component that is installed on the servers where
recording files are stored.

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 Client Applications, Servers, and Processes Summary List

Server Description

Screen Recording - Optional Software server used for screen capture recordings.Screen
capture is only available for a medium or large tenant profile. If a
tenant falls into a small tenant profile, they must be configured as
a medium tenant for screen capture recording.

Unified IP Enterprise Routing Routing component that provides call routing to remote switches.
Broker (Optional) A server is needed to support the Broker application that handles
all communications between the switches.

Unified Command and Control A Shared Memory (SM) server is needed to support Unified
- Real-Time Reporting Command and Control - Real-Time Reporting. A separate server
is required for each tenant in an ASP environment.

Unified Communications Required to integrate with the Microsoft Office Communications

Media (UCM) Server Server or Microsoft Lync Server to support Unified
(Optional) Communications within the Enterprise. Lync Server is required
for Inbound IM. In addition it also integrates with the Microsoft
Exchange Server for email and SMS communications.

Unified Communications Required to load balance inbound email and standard SMS
Media Load Balancer integration.
(Optional)

2.1.6 Database Servers

Each Unified IP system has a Primary and a Secondary Datamart.

Server Description

Customer Database Server Used as an additional place to store call tables. Instead
of importing Outbound table data through Director, you
can define and use one of your existing database
servers as the source for these AOD tables. You can
have the system transfer the data to the database
servers directly, which is more convenient than re-
importing data to Director. If the Unified IP system you
are configuring uses a Customer Database, then you
must configure it with the Server Configurator.

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2. Planning Overview

Server Description

Primary Datamart The Primary Datamart contains:

The configuration data that is administered using Unified

Command and Control Administration and Director, the
summary and detail reporting records, and the metadata
used by the system to locate recording files for a
particular agent or call.

The Primary Datamart Server includes the following

applications:
• Application Datamart
• Config Datamart
• Detail Datamart
• Lookup Datamart
• Resource Data Mart
• Summary Datamart
• EDM Loader
• Recordings Datamart
• NewRecordings Datamart

The Primary Datamart Server also includes the Unified

Command and Control - Administration and Unified
Resource Manager databases.

Secondary Datamart The Secondary Datamart is a mirrored copy of the

Primary Datamart.

Arbiter Server Works with the Primary and Secondary Datamart servers
to provide failover redundancy.

2.1.7 Telephony Applications and Processes

The following table describes the applications and processes for the Unified IP Telephony
Subsystem.

Application/Process Description

Unified Media Server 19 (UMS The Unified Media Server is the only telephony device
19) supported by Unified IP 7.4.

2.2 Modules and Components

The following table summarizes the Unified IP environment and the applications that apply to
each of the modules that comprise an Unified IP system.

Unified IP Module Unified IP Component

Agent Applications • Unified Agent Desktop

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 Modules and Components

Unified IP Module Unified IP Component

Supervisor Applications • DataViews

• Enterprise Monitor
• Advanced List Management (Optional)
• Unified Command and Control - Real-Time Reporting
Client

Administrator Applications • Unified Resource Manager

• Unified Director
• Server Configurator
• Unified Command and Control - Administration
• Voice XML Studio
• Unified Command and Control - Real-Time Reporting
Producer

Developer Applications • Agent SDK API (SOAP)

• AOD Feed API
• External Call Logger
• LYRICall Designer
• M3 Designer
• OSMS API
• Custom SMS API
• Workflow Management API
• CTI EDK
• Aspect Advanced Voice Portal 14

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2. Planning Overview

2.3 Third Party Product Support

Third party products that are used in a Unified IP contact center are dependent on the
customer’s corporate environment, third party products necessary to run a Unified IP system,
and any additional Unified IP options purchased for supporting a contact center. Not all the
products are necessary in a single environment.

Third party software components that must or may be provided by the customer are listed in
the Aspect Unified IP 7.4 Hardware and Software Guide.
Note: Some third party applications, such as Virus Scan and backup software, may impact
overall system performance when installed on any of the servers. If these applications
are deemed to negatively impact the performance of the system, Aspect Customer
Care requires that the customer remove the third party software product.
Note: When using Polycom phones, the Trivial File Transport Protocol (TFTP) software that is
used with the phones must be installed on the core server with the Aspect SIP Proxy.

2.4 User Configurations and Staffing

The applications used to configure users in the Unified IP system are as follows:

• Unified Command and Control- Administration—A smart client application that is used to
manage agent and routing resources across Aspect products so that you can administer
one or more Aspect products from a central user interface. When using Unified IP, Unified
Command and Control - Administration is your primary administration interface for setting
up and managing your environment including your user community and your applications
and services.

• Server Configurator — A client application that is used to install, configure, manage, and
maintain the components (including the Unified IP application servers and portal web
services) of a Unified IP contact center system.

• Unified Director — A Web-enabled configuration application that enables you to set up

and manage certain Unified IP components such as Voice Mail, the Numbering Plan,
Recording Manager, and Alert Manager.

• Advanced List Management - A web-enabled configuration tool used to set up and

manage outbound strategies for Aspect Unified IP. Optional - See Advance List
Management documentation.

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 User Configurations and Staffing

The following table defines the users configured during a Unified IP system installation and the
basic staff required in the operation of a single and multi-tenant contact center.

Role/User Name Configured in Application/ Responsibility/Permissions

Where to get more information

Default Administrator Server Configurator application Full permissions to all features

and functions within the Unified
A built-in Director/ Note: After the initial login, the installer (or
IP system.
Supervisor in the customer) enters the login of the customer’s
system. Initially defaults System Administrator in the Default Note: This user cannot be
to llusr during login. The Administrator block of the tenant properties deleted.
llusr default user is used screen in the Server Configurator application.
only during the initial This login becomes the alias for the “llusr”
install. user. For example, “jconnell”, a valid user in
the company’s Active Directory, was entered
Until other Director/ as the Default Administrator. jconnell can now
Supervisors are logged log into Unified Director using “jconnell” as a
into the system, the login and the password associated with
Default Administrator is “jconnell” in the company’s Active Directory.
the only user able to log The bar at the top of the Unified Director
in to Unified Director. window would display “llusr: jconnell” as
being logged in. The “llusr” user (using
“jconnell” as an alias) is logged in.

See the Aspect Unified IP Server Configurator Guide.

SuperAdmin (Support) Server Configurator application (Security Portal) Server Configurator

permissions.
This is a temporary user Note: The Server Configurator client machine must
role that is used by be set as trusted server or it will not allow Super Admin (Support) is a
Support when access access to the support type SuperAdmin. special type of Super Admin
through the corporate user who can access the
See the Aspect Unified IP Server Configurator User
authentication directory Server Configurator and
Guide.
is not available. This Unified Resource Manager
login must be unique applications without having to
and cannot duplicate be set up in the customer’s
the same user Id as in authentication directory.
the authentication
directory. When you create a Super
Admin (Support) user in Server
After access to the Configurator, you enter a login
authentication directory and a password. To log in to
is available and Unified Director, Agent, and
validated, delete this Reporting applications, you
user. must create a Director or Agent
user in the Unified Command
and Control - Administration
application and assign an
appropriate General Security
Plan to that user.

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2. Planning Overview

Role/User Name Configured in Application/ Responsibility/Permissions

Where to get more information

SuperAdmin (Landlord) Server Configurator Application Full Permissions in all

applications and the ability to
Used in single and See the Aspect Unified IP Server Configurator User view all screens within the
multi-tenant Guide. Unified Director application.
environments as the
central user in the A Host provider, known as an
Unified IP contact Application Service Provider
center. The Landlord (ASP) Landlord in the Unified
can access and IP Director application,
configure system-wide manages and maintains the
resources that can be hardware infrastructure and
used in a multi-tenant offers multiple tenants the
configuration. ability to use the software and
corresponding business
applications at the tenant’s own
location.

Local Administrative Server Configurator application Required on all servers at the

User site; you must create the same
See the Aspect Unified IP Server Applications user with the same password
Installation Guide. and set permissions to read-
only.

Supervisors and Unified Command and Control - Administration Permissions could vary from
Directors application creating, managing, and
maintaining system users and
There are other See the Unified Command and Control - services to monitoring real-time
discretionary roles that Administration System Administrator Guide. statistics. Using the Unified
can be set up in your Command and Control -
contact center using the Administration application,
Unified Command and contact center managers can
Control - Administration configure and provision
application, such as Inbound and Outbound
Analysts, Database services, Email, Chat, Internet,
Managers, Network and fax services.
Administrators, and
others. Specific permissions are
assigned when entering
demographics and specialties
of each user in the Unified IP
system.

Agents Unified Command and Control - Administration The associates logged into the
Application system ready to make or take
contacts.
See the Unified Command and Control -
Administration System Administrator Guide. Specific permissions are
assigned when entering
demographics and specialties
of each user in the Unified IP
system.

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 Virtual Environment Planning

Role/User Name Configured in Application/ Responsibility/Permissions

Where to get more information

Experts Unified Command and Control - Administration A specialist within the

Application Enterprise that an agent,
(Requires Microsoft supervisor, or director can
Lync Client 2013 See the Unified Command and Control - contact by Instant Messaging
installed on their Administration System Administrator Guide. or telephone for help in
desktop.) resolving customer inquiries or
issues.

This feature is optional and

only available through special
licensing.

2.5 Virtual Environment Planning

VMware and Hyper-V are server virtualization products that enable multiple operating system
instances (called virtual machines) to run in parallel on a single physical machine. For proper
planning, see the Aspect Virtualization Guide.

2.6 Network Setup and Planning

See the Aspect Network Preparation Guide.

2.7 Enterprise Deployment

The Enterprise Deployment feature enables you to deploy multiple Unified IP sites
simultaneously. During the process, you can designate some components (machines) as
Enterprise-level components to share across all Sites. An Enterprise Deployment consists of
the following physical and conceptual components:

The following sections provide additional information to help you understand and plan for an
Enterprise Deployment.

2.7.1 Geographic Location

The Enterprise consists of one or more Geographic Locations. A Geographic Location
represents a physical location (for example, London, Miami, or San Jose) and functions as a
logical container for Enterprise Servers and Unified IP sites.

Each Geographic Location must use the following guidelines:

• Contain at least one Unified IP Site.

• Contain either an Enterprise Site or a Default Site. There can be only one Enterprise Site
across all Geographic Locations.

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2. Planning Overview

• Include two Unified Command and Control - Administration servers. Each machine
includes SQL Server, Unified Command and Control Administration Server, Unified
Resource Manager Server, and the Unified Command and Control - Reporting Real-Time
Reporting Server.

• May contain one or more additional, separate Real-Time Reporting Servers (for scaling
purposes).
Note: Additional Reporting machines are required only if you expect to have more than
500 users for the default Real-Time Reporting Server that runs on the Unified
Command and Control - Administration machine.

• May contain one or more Routing Broker Servers (required for Enterprise Intelligent
Routing).

• If you are selecting the Enterprise Reporting option, a Warehouse server must be installed
in the Geographic Location that hosts the Enterprise site. The location of the Warehouse
server is selected when you use the Deployment Wizard to create the
DeploymentConfiguration XML file. See the Aspect Unified IP Installation Guide for details.
Note: You must designate a separate Geographic Location for any one or more Unified IP
systems that may be isolated from other systems in the Enterprise. This will make
certain that the necessary Enterprise machines needed to manage the systems will be
available. If you put two Unified IP systems in the same Geographic Location, a failure
at one of the systems, or a failure of the network between the systems, will make
management of one of the systems impossible - even if the systems are located in
separate data centers. For Disaster Recovery, it is mandatory that the Secondary (DR)
system is in a different Geographic Location from the Primary (production) system.

2.7.2 Enterprise Site

The Enterprise is the sum of all communicating Unified IP systems in all Geographic
Locations. The Enterprise uses a single (or redundant) instance of the Unified Command and
Control - Administration Database installed on the Primary Database server at one (and only
one) of the Geographic Locations. The Site where the Unified Command and Control -
Administration Database is installed is known as the Enterprise Site. The Enterprise Site
functions as the Default Site at its Geographic Location. Any additional Sites at this
Geographic Location are ordinary Unified IP Sites (not Enterprise or Default Sites).

The Enterprise Site includes the following Enterprise machines in addition to the Unified
Command and Control Admin Enterprise and Unified Resource Manager Databases which are
deployed on the Unified IP Primary Database server.

• Unified Command and Control Administration Servers—these servers are deployed on

the Unified Command and Control - Administration machines (Primary and Secondary).

• Unified Command and Control Real-Time Reporting Servers—these servers are

deployed on the Unified Command and Control- Administration Servers which contain
enterprise level components only. For scaling reasons, you can also add additional Real-
Time Reporting Servers to gain additional capacity. You have the option of deploying all
canvases for the entire Enterprise or all canvases for all Unified IP Sites in the current
Geographic Location on each Real-Time Reporting Server.

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 Integration with Unified Communications Applications

• Enterprise Intelligent Routing Broker Server—this server supports Enterprise Intelligent

Routing (IPNIQ). Depending upon customer requirements (especially with diverse
Geographic Locations) you may need more than one Broker Server. This component can
optionally be deployed on a separate server or is co-located with the Unified Command and
Control - Administration application.

• Advanced List Management—this is considered an enterprise level component because

it can provide records to multiple Unified IP Sites. Advanced List Management is deployed
to a separate own server and is considered optional.

2.7.3 Default Site

Each Geographic Location that does not have an Enterprise Site must contain one and only
one Default Site. A Default Site is a subset of the Enterprise Site. It contains all the machines
present in an Enterprise Site except that it does not include the Unified Command and Control
Admin Enterprise and Unified Resource Manager Databases. Once a Default Site has been
added, any additional Sites at this Geographic Location are ordinary Unified IP Sites (not
Enterprise or Default Sites).

2.8 Integration with Unified Communications

Applications
Aspect Unified IP is integrated along with other Aspect applications to target specific customer
business initiatives. The following table lists the Unified Communications Applications that are
available:

Unified Aspect Applications Description

Communications
Applications

Seamless • Aspect Unified IP Coordinates self-service with live agent

Customer Service • Unified Command and Control - assisted service to improve first call
Real-Time Reporting resolution and enhance the overall
customer experience.

Streamlined • Aspect Unified IP Automates early stage contact and

Collections • Advanced List Management provides a more effective past due
account targeting strategy to reduce
• Unified Agent Desktop
delinquencies and write-offs.

Blended • Aspect Unified IP Provides greater visibility control and

Interaction • Aspect eWorkforce staffing efficiency in a multichannel
Management contact center to enhance customer
satisfaction and improve business
results.

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2. Planning Overview

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 3
3. Customer Site Requirements

This chapter contains pre-implementation site planning and system requirements for an
Aspect Unified IP environment.

3.1 Failover Clustering Requirements

Unified IP 7.4 and later implements SQL Server AlwaysOn availability groups to support high
availability and disaster recovery requirements. The AlwaysOn technology relies on the
Windows Server Failover Clustering (WSFC) cluster as its foundation.

The Unified IP 7.4 installer has the ability to automatically create a WSFC cluster with the
required configuration. For cluster configuration, the installation program uses information
provided by the user during creation of the DeploymentConfiguration XML file. There are three
configuration parameters collected by the Deployment Wizard during the XML creation
process:

• Cluster Name (max 15 characters)

• Cluster IP

• File Share Witness (max 15 characters)

The Unified IP installer creates a two-node WSFC cluster enlisting the Primary Datamart
Machine and the Secondary Datamart Machine. A File Share Witness is also configured in
order to provide a minimum of three votes required to maintain quorum. The file share is
located on the Agent M3 Arbiter machine. There are no other services or resources configured
for this WSFC cluster. In other words, only a “blank” cluster is created. The automatic cluster
creation option is always recommended when possible.

In situations where customer specific security constraints prevent use of the automatic cluster
creation functionality, you can manually create clusters before installing Unified IP. This
manual procedure includes the ability for the Unified IP installer to create new AD objects for
the WSFC cluster. Before attempting to create a new cluster, the Unified IP installer first
determines if a WSFC cluster already exists that matches the data in the
DeploymentConfiguration XML file.

See the Aspect Unified IP Installation Guide for manual cluster creation procedures.

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3. Customer Site Requirements

3.2 Unified IP Install Account Requirements

In order for the Unified IP 7.4 installation program to perform all of its operations both on the
local machine and on the Windows domain, a domain account with a specific set of elevated
privileges is required.

Beginning with Unified IP 7.3 SP1, High Availability is achieved using Windows Clustering with
SQL AlwaysOn technology. This technology requires a domain account to properly install
Unified IP. In earlier releases of Unified IP, a non-domain administrator account such as
‘LOCALHOST\administrator’ was used for push and manual installs, but this type of account
cannot be used for Unified IP 7.3 SP1 and later installations. This is because a non-domain
account cannot be granted the privileges required to create and configure the domain
resources used by Unified IP.

A domain admin account, that is, a member of the Domain Admins group, will always have all
of the required privileges, but this is too high a level of privilege because it allows root access
to the entire domain. Instead, a separate account with a lower set of rights is preferred.

See the Aspect Unified IP Installation Guide for the procedure required to create the Install
Account.

3.3 Unified IP Telephony Subsystem

The Unified IP Telephony Subsystem uses Unified Media Server 19.
Note: All sizing for Telephony Subsystem is managed by Aspect. Note that the servers used
within the Unified IP profiles do not include the servers required to support Telephony
Subsystem and must be added to the solution provided.

3.3.1 Unified Media Server 19

The Unified Media Server provides a complete telephony media solution within a single 2U
rack mountable appliance.

The Unified Media Server uses two ENET ports and two RTP ports on the back of the unit. The
two ENET ports (ENET A and ENET B) are used for Ethernet communication to and from the
unit. The two RTP ports (RTP A and RTP B) are used for VOIP and Telephony subsystem
interconnecting between units. Each set of ports (RTP A and B is one set) can be configured
for failover support. These ports can be connected to separate network switches to provide
additional resiliency. This is configurable through the Unified Resource Manager interface. See
the Aspect Unified IP Unified Resource Manager Administrator guide for configuration
procedures.

By default, the Unified Media Server RTP A and ENET A ports are the only active ports on the
back of the unit. The ENET port is the connection to the corporate network to allow
communication to and from the other Unified IP servers similar to the ENET A port on a
Telephony Media Server. The RTP port provides connection to the VOIP functions of the
Unified Media Server such as RTP of the VOIP agent connections, VOIP calls to external
devices, Inbound and Outbound RTP connections, and Telephony Subsystem Interconnects.
The Unified Media Server RTP A port must be connected to the corporate network using either
a dedicated Ethernet switch or a private VLAN.

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 Unified IP Telephony Subsystem

Unified Media Server maintenance and repair of hardware failures is handled by returning the
unit to Aspect for repair or replacement. Aspect recommends that customers have backup
devices available to meet their needs in the event of a failure. The only exception is the hot
swappable power supply. You can replace individual power supply units without taking the
system offline and Aspect recommends that customers purchase a spare in case of failure.

Unlike its predecessors, the Unified Media Server is completely accessible using Windows
applications such as Unified Resource Manager. These utilities include troubleshooting tools
and log retrieval applications that allow the user access to the logs and Unified Resource
Manager information.

The Unified Media Server has 16 TA/E1 transceiver ports that can be available for TDM circuit
connections, configurable through the Unified Resource Manager interface.
Note: The Unified Media Server is a non-interactive, sealed telephony appliance maintained
entirely by Aspect Software. All point releases, updates, and corrections shall be
provided through Aspect’s standard distribution processes. No third party software or
utilities are to be installed on the device.

3.3.1.1 .Unified Media Server Requirements

The following sections provide information on the requirements specific to the Unified Media
Server.

3.3.1.1.1 Unified Media Server General Guidelines

The Unified Media Server is a sealed 2U fully functional Media Server delivered as a ready to
use Appliance. When implementing a Unified Media Server, use the following guidelines:

• Connect power supplies to redundant power sources.

• Ensure that the Unified Media Server is not connected to the public internet.

• Note the maximum number of channels of concurrent recordings per Telephony Subsystem
is 600.
Note: Aspect recommends that the customer have an additional Unified Media Server
available at all times. See the Aspect Unified IP Hardware and Software Guide for
additional information.

3.3.1.1.2 Unified Media Server Environmental Requirements

The Unified Media Server environmental requirements are:

• Operating temperature range: 50 to 80 degrees Fahrenheit (10 to 27 degrees Celsius)

• Humidity: 5% to 80% (relative non-condensing)

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3. Customer Site Requirements

3.3.1.1.3 Unified Media Server Power Requirements

The Unified Media Server includes two power cords for usage in the United States and
Canada only.
Note: The Unified Media Server power supplies provided by Aspect are redundant and hot
swappable. Aspect recommends that you connect the power supplies to separate
power sources for maximum redundancy.

The typical power requirements for the Unified Media Server are provided in Table 3-1, which
uses the following power state designations:

• Standby—Power OFF state; connected to the AC outlets.

• Idle—Power ON state without call processing or recording.

• Full—Power ON state with call processing and recording.

Table 3-1 Typical Unified Media Server Power Requirements

Component State Voltage Current Watts PF BTU

Unified Media Server Standby 115 0.11 1.4 0.12 5

Model UMS-00

Unified Media Server Idle 115 0.82 90 0.95 307

Model UMS-00

Unified Media Server Full 115 1.04 115 0.97 392

Model UMS-00

Unified Media Server Standby 230 0.005 1.4 0.12 5

Model UMS-00

Unified Media Server Idle 230 0.41 90 0.95 307

Model UMS-00

Unified Media Server Full 230 0.52 115 0.97 392

Model UMS-00

• STANDBY = Unified Media Server In the Power Off state and connected to the AC outlets.

• IDLE = Unified Media Server In the Power On state without call processing or recording.

• FULL = Unified Media Server In the Power On state with call processing and recording.

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 Unified IP Telephony Subsystem

3.3.1.1.4 Unified Media Server Shelf Requirements

The Unified Media Server is a standard rack-mountable machine with the following physical
dimensions:

You can use the as a table top device or a cabinet enclosure mounted device. If the customer
chooses the cabinet enclosure option, the Unified Media Server requires a standard 19 Inch
(482.6mm) cabinet enclosure that supplies support for the Unified Media Server side-mounted
slide brackets. The mounting brackets are adjustable (slotted openings) to accommodate
cabinets with different depth rear supports.

3.3.1.1.5 Provisioning Guidelines for Unified Media Servers

General previsioning details for the Unified Media Server differ from its predecessor due to the
change in device architecture. However, the strategy of load balancing and redundancy is the
same. The Unified Media Server RTP channel resources should be divided evenly between
the RTP CPUs in order to properly balance resources. Although the product will function if the
maximum resources for a CPU are assigned for a single function, for redundancy reasons,
they should be distributed among all four CPUs. Under this model, the following types of
resources apply. These resources can be assigned by creating circuits with an equal number
of channels per RTP CPU for the particular function.

• Agent RTP channels

• Inbound RTP channels

• SVI channels

• AQM channels (if AQM recordings are implemented)

• Outbound RTP channels

Note: Unified Resource Manager will prevent any overloading of channels on a single CPU
and will supply no more than the maximum number channels per CPU allowed.

On the TDM side, the circuits can be balanced between the TDM CPUs, supplying redundancy
for the telephony circuits. The clocking sources under the TDM cards should also be assigned
correspondingly. The TDM ports on the Telephony Media Server share PCM/Conference
resources with the RTP channels so this will need to be taken into consideration when
configuring a system with a mixed environments of Telephony Media Servers and Unified

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3. Customer Site Requirements

Media Servers. In this case - depending on the use of these mixed channels - PCM and
Conference resources will be pulled from the pool when required functions are called.

The Unified Media Server has the 992 PCM resources for use for TDM and RTP channels.
There are 2800 Conference Resources that are pooled together across the 4 CPUs that can
be applied for various recording and Conferencing functions.

The following are the functions that use PCM resources:

• DTMF Detection (Inband Audio)

• AMD Analysis

• Playback of a system message in Telephony Memory

• M3 Session Prompt functions

The following are the functions that use Conference resources:

• Recording

• Conferencing channels

The following table shows how these resources are divided for the Unified Media Server.

Specifications RTP RTP RTP RTP TDM TDM TDM TDM Total
CPU CPU CPU CPU CPU CPU CPU CPU
1 2 3 4 1 2 3 4

PCM Pooled 248 248 248 248 992

Resources

Conference 2800 /
Resources 1600

• The Unified Media Server has only one active RTP port to service the VOIP functions. The
second RTP port can be configured for active failover if needed.

• The Agent channels with 100 % recordings can be divided up between RTP and TDM
resources or separated for RTP or TDM only configurations.

• You can have 150 Agents per the 4 CPUS to supply the total of 600 agents with full
recording supported.

• You can also have 120 E1 30 channel Agent TDM resources configured for each TDM CPU
(slot), giving you 480 full recording enabled channels. In order to reach the additional 120
agents with full recording the remaining channels could be configured as 30 RTP channels
per RTP CPU giving you the 120 resources needed to reach 600.

For details about the maximum number of agents and resources allowed with and without
recordings enabled refer to Unified Media Server Protocol Rules on page C-1 for the capacity
chart for the Unified Media Server.

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 Unified IP Telephony Subsystem

3.3.2 Eliminating Glare on TDM Trunks

Glare occurs when both ends of a telephone line or trunk are seized at the same time for
different purposes such as Inbound and Outbound. This typically happens with Unified IP
when a customer has all the Inbound and Outbound trunks in the same resource group. There
are 3 distinct possible scenarios in which Glare may occur:

• If the Central Office (CO) delivers an inbound call on a trunk, the Unified IP system will give
a busy signal to the far end on that trunk if it has not yet been released from the previous
call. We will call this Inbound/Outbound glare.

• The CO is delivering an inbound call and the trunk is still in guard on the Unified IP system.
We will call this Inbound/Inbound Glare.

• Unified IP is dialing an outbound call at the same time the CO is delivering an inbound call.
This situation is similar to the one described in the first bullet, above. The short answer
here is the call is unlikely to go through in either direction.

3.3.2.1 Procedures for Avoiding Glare

Avoiding Glare is often difficult, particularly when the trunks are being used at capacity. Aspect
recommends the following strategies for dealing with Glare. Option 1 is far simpler to
understand and implement. Customers who are unable or unwilling to split trunks for Inbound/
Outbound use should use option 2.

Option 1 (preferred):

Split the Inbound and Outbound trunks into separate resource groups and make sure the
circuits in those respective resource groups are set for Inbound or Outbound but not both. In
the case where an odd number of trunks are needed to handle busy hour transactions, it is
possible to split a circuit and have some inbound trunks and some outbound trunks from a
single circuit split across multiple resource groups. Also, the CO should set the inbound trunks
to use longest idle time to minimize inbound/inbound glare.

Option 2:

An alternate solution is to allow all trunks to be Inbound and outbound and reside in a single
resource group. In this case, you must mark all the circuits to be terminal. Be aware that
Unified IP dials in ascending order in terminal mode. Next, you must get the CO to make a
change on the trunk group such that the trunks are used at the CO in terminal mode, but in
descending order. This allows the Unified IP system to dial on the trunks starting at the first
trunk of the first circuit. At the same time, the CO will deliver inbound calls starting with the last
trunk of the last circuit. The goal is to size the system properly for busy hour transactions such
that the incidence of inbound and outbound trunk collision is minimized.

3.3.3 SVI Connections

This section describes the use of multiple interconnected telephony machines to scale up
system call handling capacity.

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3. Customer Site Requirements

3.3.3.1 Overview
Server VOIP Interconnect uses some of the resources found under the general pool of RTP
channels and assigns the RTP ports for intercommunication between multiple Unified Media
Servers. In this option of automatic SVI start up and configuration, the process does not use
SIP protocol messages to connect the channels. Instead the connections are strictly controlled
by the CC2DCP and DCPSRV applications to determine which RTP ports are to connect to
others on different Telephony subsystems. In later versions of Aspect Unified IP, the option of
configuration under a resource group requires the SIP proxy to be configured so that Invites
can be sent to establish each SVI interconnect channel. Aspect recommends limiting the
number of connects configured to the number needed to handle calls that are best handled by
transferring them to other telephony units. This is accomplished by strategically configuring
Services and channel resources on the same Telephony unit when possible. The SVI channels
must be G711 in nature on the master controller card but can be any codec available on the
Packet card or Unified Media Server circuit. For a Unified Media Server, you must create an
SVI Resource Group on the Unified IP system unless you wish to disable call legs to this
Telephony Subsystem.

3.3.3.2 SVI Options

The interconnect channels are established in different ways in order to provide flexibility to
meet customer needs. In Unified IP 7.2 and later, the SVIs are controlled by a resource group
configuration and are started individually as needed. In this configuration, channels are started
one at a time so that there is always 1 channel more than the number being currently used
(number of needed channels +1). On a completely idle system under this configuration, there
will be 1 channel interconnected for each Telephony Subsystem.

3.3.3.3 SIP REFER

REFER is a SIP method that indicates that the recipient (identified by the Request-URI) should
contact a third party using the contact information provided in the request.

As more customers began using the SVI interconnects for larger numbers of SIP to SIP calls,
it became advantageous to implement SIP REFER for SIP based calls coming in or out of the
system. The REFER option is configured in the Unified Resource Manager application. When
the call enters the system, if call endpoint is a SIP device that supports REFER, the application
determines that a SIP REFER should be used to connect the call to the Agent or Service on a
particular destination Telephony Subsystem. This eliminates a need for a SVI channel to be
used in the connection. If the call coming into the system is not a SIP call, the application
defaults back to using an SVI to connect to two call legs between the Telephony Subsystems.
Note: SIP REFER must be enabled on both circuits participating in SVI with REFER enabled.

3.3.3.4 SVI Option Details

This section provides more detailed information about SVI connections between the different
telephony units.

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 Unified IP Telephony Subsystem

3.3.3.4.1 UMS to UMS

Note: Configured by Resource Group only. SIP Proxy configuration is required. You cannot
use Automatic configuration if a Unified Media Server is part of the system.

• How many channels are first started up?: The number of channels is defined under the
SVI Resource Group in the Unified Resource Manager application. Only one channel is
started between each Telephony subsystem.

• Where are they started?: These are started on the UMS Defined Circuit, and are defined
by the user under the Resource group.

• How many channels are added when needed?: Only one channel is started at a time. A
minimum of one channel between each Telephony Subsystem is running by default, and if
this channel is used, another channel is started so that there is always one channel
available.

• What happens if SIP REFER is enabled?: If the inbound or outbound endpoint device is
SIP and supports SIP REFER, a REFER request is sent to connect the call to the
destination Telephony Subsystem. The application level service then provides commands
in the form of SIP Invites to the proxy to connect to two call legs now locally to the same
subsystem. If the device does not support REFER or is non-SIP in origin than an SVI
channel will be used to connect the two call legs.

• What happens if SIP Refer is Disabled: All calls that need to be connected to a
destination not on the local Telephony Subsystem will use an interconnect channel.

3.3.3.4.2 Additional Notes

• On the Unified Media Server, no interconnects are automatically started, even if there is
only Unified Media Server in a native environment. You must create an SVI Resource
Group if a Unified Media Server is in place on a system.

• SIP Circuits will not show up for assignment under the SVI Resource Group unless all the
circuit settings and codecs match.

• WAN G729 interconnects are no longer be needed for configuration under the registry of
the CC2DCP. This is now done under the Resource Group and by defining Circuits for the
729 codec.

When upgrading it may be relevant to note the registry entries used for custom interconnects
so they can be satisfied either by use of resource group or by adding registry entries in the
upgraded system. IMPORTANT! The registry entries will take priority over the Resource group
or automatic SVI startup.

Under the SVI Resource Group in the Unified Resource Manager application, there is an
option to enable “REFER for AOD calls”. Enabling this option will generate a REFER request
to the outbound call leg to send the call to the recipient Agent’s Telephony Subsystem (if not
already on the local unit). The Endpoint device for the outbound call must be SIP and support
REFER otherwise the system will default to using a standard SVI channel to connect the two
call legs between Telephony Subsystems. This should be enabled only when the Endpoint
device for the Outbound call is tested and confirmed that the REFER can be serviced within
the parameters of the customer site. If the customer is using OFCOM or similar regulations, or
if the device receiving the outbound call is slow processing the refer, the call may fail.

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3. Customer Site Requirements

3.3.4 Recording Storage

Recordings generated on the UMS should be moved off the unit to either a mounted SAN or
external location as soon as possible. This is done using the move task set up to run every
minute to insure the recordings do not accumulate. Aspect recommends this strategy because
the rate of recording accumulation is affected by many factors (call frequency, call duration,
etc.) and is therefore difficult to predict. In no case, should the amount of space on the UMS
occupied by stored recordings be allowed to exceed 60% of available disk space.

3.3.5 Uninterruptible Power Supply

Aspect Software strongly recommends that customers use an Uninterruptible Power System
(UPS) to supply AC Power for the entire call center installation including computers,
telecommunications equipment, and other electrical equipment The UPS isolates all Call
Center Equipment from potentially hazardous power surges and transients as well as
providing battery back-up capability during power outages and brown outs.
Warning: Unexpected power disruption can cause serious business disruption, and data
loss.

The size of the UPS system depends on the electrical power demand of the specific
installation.

When choosing a UPS, consider the following:

• AC input voltage and current requirements

• AC output voltages and required power demand

• Surge and transient protection as well as power and line conditioning

• Battery back-up capability

• Run-time during power outages

3.3.6 Cables
The following specifications are for systems that are installed and configured within the same
Local Area Network (LAN.) The cables must be installed and available before installation.
Note: Customers can use their own cables providing the cables meet Aspect Software
specifications.
Other cables for specific functions may also be required. See the Telephony Regulatory
Guides for detailed information on cable requirements.

The following are examples of typical cables required for the over-all site installation:

• One for each Telecom Port between the telephony device and the CSU, PBX or NT

• 100 Base T Cable between the telephony device and Server

• 100 Base T cable between workstations and Ethernet switch

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 Customer-Supplied Component Requirements

• 1000 Base T or 100 Base T Cable between Servers and customers network switch
depending on network settings

• 1000 Base T or 100 Base T between VoIP Port and Network switch depending on network
settings

• One per 10/100 Base T Ethernet VoIP Port and Network switch

• The Unified Media Server supports up to 1000 Base T on all Ethernet ports
Note: See the Telephony Regulatory Guides for the availability of Fixed Length Cables,
detailed specifications for raw cable and termination information about site built cables.

3.4 Customer-Supplied Component

Requirements
The following sections include information on customer-supplied components.

3.4.1 Server and Client Machine Requirements

The customer must provide the servers and workstations required for installation of Aspect
software. See the Aspect Unified IP 7.4 Hardware and Software Guide, and the Virtualization
Guide for details.

3.4.1.1 Enable ICMP

Internet Control Message Protocol (ICMP) is a TCP/IP network layer protocol that is used for
communication by the Server Configurator application. ICMP must be enabled on all Unified IP
servers according to the instructions provided at the following link:

https://docs.microsoft.com/en-us/windows/security/identity-protection/windows-firewall/create-
an-inbound-icmp-rule

3.4.1.2 Disable Windows Update

Disable Windows Update (WSUS) by stopping the Windows Update Service. If you are using
Microsoft or other 3rd party tools that distribute or initiate Windows updates, these tools must
be run only during maintenance periods as they may affect the production performance of
Aspect systems.

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3. Customer Site Requirements

3.4.2 Additional Customer-Supplied Hardware

The following hardware must be installed, ready to be connected:

• PBX (if required)

• CSU for North American Installations (if not provided by the telephone company)
Note: The customer can also use an MUX with an integrated CSU, provided the following
criteria are met:
• The UMS-00 T1 Interface does not connect directly to the Public Switch Telephone
Network (PSTN) in North America (U.S. and Canada) and Japan. The T1 Interface
must be placed behind a UL Listed / CSA Certified Channel Service Unit (CSU) or a
UL Listed CSA Certified T1 Multiplexer with integrated CSU in North America. The
T1 Interface must be placed behind a J60950 Listed CSU or T1 Multiplexer with
integrated CSU for use in Japan.
• The UMS-00 E1 Interface (not used in North America and Japan) connects directly
to the Public Switched Telephone Network (PSTN) and does not require placement
behind a CSU or E1 Multiplexer. Placement of the E1 Interface behind a CSU, E1
Multiplexer or PBX can be implemented if the installation requires it.

• Ethernet
The standard Aspect network environment is Ethernet running TCP/IP. Aspect does not
certify or support Aspect system operability on a Token Ring (TR) network. Aspect software
can, however, coexist with a TR network. TR users must provide the appropriate interfaces
to the Aspect Software system and RPM clients to facilitate transparent TCP/IP exchanges.
Users running TCP/IP under TR must use a gateway between the Ethernet and TR
networks (that is, a network router capable of supporting multiple network interfaces and
protocols or a stand-alone dual-LAN router).

• LAN/WAN

The Unified Media Server is connected to the LAN as shown below.

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 Outbound Predictive Dialing with SIP

3.4.3 Network Requirements

Aspect Unified IP operates in a network that must support routing of all traffic without
bandwidth loss or other issues that affect performance and reliability. It is important that you
follow the recommendations in the Aspect Network Preparation Guide. This includes:

• Network switch requirements

• LAN/WAN settings

• Bandwidth requirements

• Latency issues

• Use VoIP bandwidth calculators to determine the required bandwidth. See the Aspect
Network Preparation Guide.

3.4.4 Server Virtualization Requirements

Unified IP supports server virtualization using either VMware vSphere or Microsoft Hyper-V.
For detailed information about requirements and setup of these products, see the Aspect
Virtualization Guide.

3.4.5 Client Virtualization Requirements

Citrix XenApp is an on-demand application delivery solution that enables any Windows
application to be virtualized, centralized, and managed in the datacenter and instantly
delivered as a service to users anywhere on any device. Aspect Unified IP supports integration
with Citrix XenApp 7.x for the Unified IP Client applications.

Unified IP also supports XenDesktop and VMware View.

For detailed installation and configuration procedures, see the Aspect Virtualization Guide.

3.5 Outbound Predictive Dialing with SIP

When implementing outbound predictive dialing using SIP trunks, be aware of the following
considerations:

• For SIP Dialing, the amount of latency on the network (audio and signaling) affects the
amount of time required for Answer Machine Detection.

• Customers who must comply with OFCOM regulations should turn answering machine
detection off.

• Customers should ensure that they have enough network bandwidth to handle the SIP
interactions. See the Aspect Network Preparation Guide for guidelines.

• Customers should confirm carrier calls per second limits to prevent overdialling.

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3. Customer Site Requirements

• SIP events must be mapped correctly coming from the SIP carrier. The SIP call progress
events (for example, SIT Tone, Busy, Ringing) must be tested during installation and
determined that they are mapped correctly within Unified IP. Some carriers may map these
events differently so it is necessary to make adjustments in the dcpsrvX.config file to
ensure that these events are provisioned correctly within Unified IP.

• Early media (audio can be exchanged between the caller and SIP end point before the
session is even accepted) should be supported on the SIP carrier in order to get audio
before the answer bit and obtain the best AMD performance.

• It is important to obtain reliable connection information from the SIP carrier and to have
proper QoS (Quality of Service) on the network.

3.6 Load Balancing

When using Unified IP, it is important to distribute the processing of data and communications
within the system to prevent any one server from over-load and to lessen the impact on
agents, supervisors, administrators and contacts if a system failure occurs. There are several
different strategies that you can use to implement a load balancing solution. Although no load
balancing solution is perfect, some are more effective than others. The following sections
provide information about the specific components that support load balancing and the
available solutions.

3.6.1 Unified Agent Desktop

The UAD desktop has a built-in load balancing mechanism that works with the rest of the
system to spread agent logins across all available core expansion servers providing agent web
services. When an agent login occurs, the system determines which agent web service
instance is the least utilized at that time and directs the login request to that web service
instance. If an agent using the Unified Agent desktop loses a connection to the system, the
following actions occur:

1. A message is sent to the agent that notifies them about the loss of desktop connectivity to
the system.

2. If there is a call in process, the agent concludes the call, verbally says goodbye and hangs
up the phone. This is required because when the agent logs back in, a callback is initiated
on the agent's line.

3. The system automatically connects the desktop to an available core expansion server and
authenticates the agent. The agent does not need to enter new server addressing
information or credentials.

3.6.1.1 Server Side Load Balancing

By default, agent desktop load balancing is performed by the Unified Agent Desktop
application, which has additional application intelligence to detect multiple Portals, extract the
current load (number of agents) on each Portal, and then pick the best option for the login.
Once the login is completed with a particular Portal, the Unified Agent Desktop continues to
communicate with that same Portal, utilizing bandwidth and impacting overall performance.

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 Load Balancing

This agent side load balancing also introduces complexity when customers use the Agent SDK
to create custom desktops. In Aspect Hosted deployments, all Unified IP Portals reside on the
Hosted DataCenter side without being directly accessible to the Customer network. Because
of this, customers cannot use hardware load balancers or other similar strategies on the
customer network, as the customer network can only communicate with the ReverseProxy
directly. Hence, custom applications built with the Agent SDK must be constructed with built in
application intelligence similar to the Unified Agent Desktop load balancing mechanism. By
shifting load balancing intelligence from the Agent desktop applications to the Portal servers,
bandwidth usage is reduced and performance is improved.

To implement server side load balancing in Unified IP, you must add the
useportalloadbalance parameter to the UADProp.htm file on each Agent Portal (Core
Expansion) machine and then set the parameter to “true” (useportalloadbalance=true).
The useportalloadbalance parameter enables the Unified Agent Desktop to use server
side load balance instead of its own. The server side load balance uses a “Random Weight”
algorithm to distribute the load across the Agent Portals. When the parameter is set to“false“or
no-parameter, server side load balancing is disabled and load balancing is handled by the
Unified Agent Desktop applications (least loaded algorithm).

3.6.1.1.1 Implementing Server Side Load Balancing

On Premise Deployments

For Unified IP deployments installed on premise, all you need to do to enable server side load
balancing is to do the following on each Core Expansion machine:

1. Navigate to the UADProp.htm file at: Agent Portal Machine > [Install Drive]\Program
Files\Aspect Software\Unified IP\UADInstall\uadprop.htm.

2. Open the file with notepad add the useportalloadbalance parameter and set it to
“true” (useportalloadbalance=true).

3. Save and close the file.

Aspect Hosted Deployments

If Unified IP is deployed in a hosted environment, an additional step is required on the Primary

and Secondary Datamart servers. On each server:

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3. Customer Site Requirements

1. Open Microsoft SQL Server Management Studio and navigate to the following screen:

2. For Portal machines only, edit the PublicFqdnName column with their respective public
FQDNs. By default, the column contains the same hostnames as in the DNSName column
of the SiteMachines table.
Note: Failing to update the PublicFqdnNames will expose the actual or private FQDN/
hostnames of the Portal machine(s) when the Unified Agent Desktops request
server side loadbalancing. This will cause the connection between the Unified Agent
Desktop and the Portal to fail.

3.6.2 Agent Web Service SDK

The Agent Web Service SDK components rely on external load balancing mechanisms.
Depending on your environment and requirements, you can choose from the following:

• Manual Implementation

• DNS Server with a Round Robin Group

• 3DNS

• Network Load Balancer

Note: If it makes sense in your situation, you can also choose to use a combination of
solutions.

All load balancing solutions are intended to limit the usage of each Agent/M3 Expansion server
and Unified Command and Control - Administration servers to within the available capacity
and to provide for redundancy if one of the server instances fails. Currently, none of the load
balancing methods check for user session counts. Instead, load balancing functions by
implementing an even distribution of users or by measuring traffic.

Regardless of the solution that you choose, a user that loses a connection to the system must
log in again to create a new session. For agents, the specific steps are as follows:

1. If there is a call in process, the agent concludes the call, verbally says goodbye and hangs
up the phone. This is required because when the agent logs back in, a callback is initiated
on the agent's line.

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 Load Balancing

2. The agent attempts to log back in using their main address. This enables an agent running
in manual mode to determine whether the server is down before trying another. Agents in
automatic mode are automatically routed to another server if required.

3. If the agent is running in manual mode and the server is down, the agent tries the
designated backup (redundant) portal.

3.6.2.1 Manual Implementation

The most basic implementation is a manual approach in which you ensure that each agent
desktop is configured so that there are a minimum of two different portals available to the
agent. This solution does not provide automated load balancing, but does ensure that there is
an alternate portal with which the agent can log in and create a session.

To implement a manual approach, you arbitrarily divide your agents into portal-groups
consisting of 500 agents each (a single Agent Portal supports a maximum of 500 agents only
in basic implementations without custom LYRICall scripts or use of HostConn). You assign
each portal-group to one of the main portals and ensure that each agent desktop is configured
so that there are two different portals available within the agent pick list. The first portal in the
list is the main portal designated for the agent's portal-group. The secondary portal is the
designated backup redundant portal, which is the same for all portal-groups. In this model, if
one portal fails, it only affects the agents assigned to one portal-group. When the affected
agents log in to the backup portal, it is available to handle the capacity because it is not being
used by other agents.

This method works well if you can easily assign agents to portal-groups. However, you may
have difficulty if you have a large pool of agents with a variable subset of agents who are
working at different times using personal desktops. This is not an issue in free seating
environments in which agents use a generic login desktop configured by seat.

The solution shown in Figure 3-1 depicts an architecture that uses the manual load balancing
method described in this section.

Figure 3-1 Manual Load Balancing

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3. Customer Site Requirements

3.6.2.2 DNS-based Implementations

The following sections provide information and guidelines for using DNS-based solutions for
load balancing. DNS-based solutions can be used to load balance Agent Web Service SDK
applications. The Advanced List Management connection to Alert Web Service portals also
uses one of the DNS based methods.

3.6.2.2.1 DNS Server with a Round Robin Group

When using a DNS Round Robin group, a single group name is used by the agent desktop.
The single group name is set up in the DNS server and is mapped to a list of available portal
addresses, including the redundant portal. When an agent attempts to log in using the group
name, the custom client application randomizes the list of mapped addresses and skips
unresponsive portals. This method relies on randomization resulting in an even distribution of
logins and is statistically reliable as long as the total number of agents is under 66% of the
portal capacity. For example, in a medium profile which has three portals (1500 agent
capacity), this method is reliable because 66% of 1500 is 990.
Note: See the following Microsoft documents for information about DNS round robin, and
DNS PTR and A records:
http://technet.microsoft.com/en-us/library/cc787484(WS.10).aspx
http://technet.microsoft.com/en-us/library/cc779198(WS.10).aspx

Example for Advanced List Management setup:

Define the (round robin) group name in DNS as same host with multiple A records. This should
be the IP address for the Agent/M3 Expansion machines. (Below dportals, core1, core2, and
uip1.corp.com are just examples, any specific system short names and FQDN can be used)
under Forward Lookup uip1.corp.com:
dportals IN A 192.168.226.109
dportals IN A 192.168.226.110

Make sure that no PTR records are created for these group name records (uncheck the
generate PTR option). If PTR records were created, delete them (dportals) from the Reverse
Lookup Zone. This will prevent the group name from being returned on a reverse lookup. On
reverse lookup, we want to get the specific machine hostname for use with certificates.
under Forward Lookup uip1.corp.com:
core1 IN A 192.168.226.109
core2 IN A 192.168.226.110

Make sure that these specific machine address records also have PTR entries in the Reverse
Lookup Zone, and that these are the host names used in the certificates.

There may be problems with customer DNS such as:

• does not allow reverse lookup,

• has reverse lookup set on the group name,

• has reverse lookup on other A records for the same specific machine

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 Load Balancing

If there are problems with reverse lookup on customer DNS, hosts file entries should be set on
the ALM servers to override DNS.
in hosts:
192.168.226.109 core1.uip1.corp.com
192.168.226.110 core2.uip1.corp.com

Enter the FQDN (as above) or shortname (core1) as needed for the certificate. Do not enter
any entries for the group name (dportals) in the hosts file.

For each portal, certificates must be installed with a single specific hostname. This should be
set with either the shortname or FQDN. Subject Alternative Names (SAN) cannot be used, as
the ALM SOAP library does not support SAN.

Testing

Test with command line: nslookup ipaddress to determine if the configuration is set up
properly to return the correct host name needed for the certificate.

3.6.2.2.2 Load Balancing Custom Client Applications Using DNS

Round Robin
Server load balancing is activated when a hostname is resolved to multiple IP addresses. If the
hostname resolves to a single address, the custom client application connects directly to the
Agent Portal at that IP. If the name resolves to multiple IP addresses, the application randomly
selects one of the N addresses and tries to connect to the Agent Portal at that IP. If the
application cannot connect to an Agent Portal at that IP it randomly selects one of the
remaining N addresses and tries to connect to that IP. It continues this process until it connects
to an Agent Portal or it exhausts all N IP addresses. If application cannot connect to any Agent
Portal it returns an error.

The custom client application relies in part of the DNS feature called DNS Round Robin that
allows a single hostname to resolve to multiple IP addresses. This is configured within DNS by
associating multiple address records (A), each specifying a different IP address with a single
hostname. When DNS is asked to resolve a hostname with multiple IP addresses it will return
those addresses in a different order each time the name is resolved. [Note: The convention is
that DNS return the addresses in a different order each time the name is resolved, there can
be exceptions] Most applications (like Web browsers and ping) rely on the OS to resolve the
hostname and open a socket to that IP. The OS, on behalf of applications, uses DNS to
resolve the hostname to multiple addresses, selects the first IP, and opens a socket to that IP,
which is returned to the application. Many operating systems will also cache the hostname
and addresses in a DNS Cache which may last up to 24 hours. If you were to ping a hostname
with multiple IP addresses, the OS will likely select the first IP address from its DNS cache for
every request. In contrast, the custom client application only asks the OS to resolve the
hostname and return the addresses associated with that name. The application bypasses any
DNS cache when opening sockets. When the application receives the N addresses for the
hostname, it caches them within itself and follows the random selection algorithm described
above. Once it randomly selects an IP, only then does the application ask the OS to open a
socket connection to that IP address.

Both DNS Round Robin and the custom client application resolve a hostname to multiple
addresses similar to nslookup below. The following command resolves the hostname
www.cnn.com into eight addresses; each time it is called, nslookup displays the eight
addresses returned in a different order.

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3. Customer Site Requirements

>nslookup www.cnn.com (First request)

Server: aspect.com
Address: 10.145.58.11

Non-authoritative answer:
Name: www.cnn.com
Addresses: 64.236.29.120, 64.236.91.21, 64.236.91.22, 64.236.91.23
64.236.91.24, 64.236.16.20, 64.236.16.52, 64.236.24.12

>nslookup www.cnn.com (Second request)

Server: aspect.com
Address: 10.145.58.11

Non-authoritative answer:
Name: www.cnn.com
Addresses: 64.236.91.23, 64.236.91.24, 64.236.16.20, 64.236.16.52
64.236.24.12, 64.236.29.120, 64.236.91.21, 64.236.91.22

If you ping www.cnn.com (which will probably fail, which is ok) the same address is likely to be
used each time, this is because the OS places www.cnn.com in a DNS cache with the
corresponding IP. Each time that ping is run the OS pulls the first cached IP out of the DNS
cache.
>ping www.cnn.com

Pinging www.cnn.com [64.236.16.52] with 32 bytes of data:

The following Windows command displays the DNS cache with 64.236.16.52 listed first:

>ipconfig /displaydns
Windows IP Configuration

www.cnn.com
----------------------------------------
Record Name . . . . . : www.cnn.com
Record Type . . . . . : 1
Time To Live . . . . : 263
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.16.52

Record Name . . . . . : www.cnn.com

Record Type . . . . . : 1
Time To Live . . . . : 263

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Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.24.12

Record Name . . . . . : www.cnn.com

Record Type . . . . . : 1
Time To Live . . . . : 263
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.29.120

Record Name . . . . . : www.cnn.com

Record Type . . . . . : 1
Time To Live . . . . : 263
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.91.21

Record Name . . . . . : www.cnn.com

Record Type . . . . . : 1
Time To Live . . . . : 263
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.91.22

Record Name . . . . . : www.cnn.com

Record Type . . . . . : 1
Time To Live . . . . : 263
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.91.23

Record Name . . . . . : www.cnn.com

Record Type . . . . . : 1
Time To Live . . . . : 263
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.91.24

Record Name . . . . . : www.cnn.com

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3. Customer Site Requirements

Record Type . . . . . : 1
Time To Live . . . . : 263
Data Length . . . . . : 4
Section . . . . . . . : Answer
A (Host) Record . . . : 64.236.16.20

3.6.2.2.3 3DNS
A more effective DNS strategy makes use of a 3DNS server. When using a 3DNS server, you
configure the server with a group name associated with all the available portal addresses
including the redundant portal, similar to the DNS group name. However, the 3DNS server is
also configured with the IP port of the portal (8180) at each address, which it can use to test
whether a server is online. After setting up the server, you configure the desktop with the
3DNS group name. When the desktop requests the DNS lookup for the address, the 3DNS
server returns a single address (after skipping un responsive servers) based on implementing
an even distribution from all received requests.

3.6.2.2.4 Dynamic DNS Requirements

Unified IP allows customers to use dynamic DNS such as F5 Networks BIG-IP® or 3DNS with
Security Portal addresses for LDAP/AD Domain controllers. Be aware, however, that Aspect
does not test dynamic DNS. In addition, the Security Portal is designed to go directly to the
specified backup failover servers instead of retrying an address. Because of this design and
because the DNS cache is not configured for optimum use, the Server may not use dynamic
DNS for each connection. The result of this scenario is that load balancing does not occur as
expected and logins may fail when using the cached value of the pooled address.

To protect against this type of issue, you must use the following guidelines when using
dynamic DNS:

• Ensure that the primary directory server listed in the Security Portal is the pooled address
used by the dynamic DNS.

• Add two backup/failover directory servers (domain controllers) to the security portal using
their static DNS addresses. This enables the system to run as tested if the dynamic DNS
server does not function correctly by providing an alternate address if a bad address
obtained from the pooled address is cached.
Note: In normal circumstances, the dynamic DNS pooled address is used for all directory
server accesses.

In the event that any support issues arise when using dynamic DNS, be aware that Aspect
Support can only assist with backup/failover servers that are configured to use static DNS.
Troubleshooting issues that occur when using primary dynamic DNS pooled addresses are the
responsibility of the customer.

3.6.2.3 Network Load Balancer

You can also implement a hardware solution for load balancing such as a network load
balancer. A network load balancer is a hardware router that distributes connection load across
multiple destinations, maintaining connections for all sessions (the NLB must support session

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 Load Balancing

affinity so that all requests from the agent go to the same portal throughout the login session).
This solution is more precise than either DNS solution because all sessions pass through the
balancer enabling the balancer to determine when the connection is no longer valid. Although
it is precise, with this solution you are adding a hardware component to your system, which
introduces the risk of hardware failure. In this case, a hardware failure would result in a loss of
all login sessions. Therefore, to ensure that you are minimizing risk as well as implementing
fault-tolerance, you must add one or more additional redundant load balancers.

3.6.3 Unified Command and Control - Administration

For Unified Command and Control - Administration a manual load balancing mechanism is the
most effective choice because most deployments only contain two instances of this type of
server. This solution does not provide automated load balancing, but does ensure that there is
an alternate server with which the user can log in and create a session. The following
describes the manual load balancing approach for either type of server.

To implement a manual approach, you arbitrarily divide your users into two groups (in large,
enterprise deployments there may be more than two instances of these servers available. In
that case divide your users into the same number of groups as the number of available Unified
Command and Control - Administration servers.) You assign one group to use the first server.
You assign the second group to use the second server. You control this assignment using a
desktop shortcut. You also create a second desktop shortcut that enables the user to access
the other Unified Command and Control - Administration server (to which they are not
assigned). The agent uses this shortcut only when the assigned server is not available.

3.6.4 Unified Command and Control - Real-Time Reporting

For Unified Command and Control - Reporting, you also use a manual load balancing
mechanism because similarly Unified Command and Control - Administration, most
deployments only contain two instances of this type of server. To implement this solution,
follow the same instructions provided in the previous Unified Command and Control -
Administration section, but apply the steps to the Unified Command and Control - Real-Time
Reporting servers.

3.6.5 UCM Server

The Unified IP UCM Server allows you to leverage Aspect’s Unified Communications
capabilities to handle Contact Center interactions while using Microsoft’s Lync Server as the
medium for Instant Messaging communications. The Unified IP UCM server can only be made
highly available and/or load balanced with the use of DNS-based load balancing or a
Hardware load balancer (HLB). The DNS-based load balancing is the default option.

The Redundant Deployment model requires multiple instances of the Unified IP UCM server.
Load balancing plays the critical role of delivering load distribution and high availability across
multiple Unified IP UCM servers. In addition to helping to improve performance, this also helps
ensure that if one Unified IP UCM server fails, another Unified IP UCM server instance will
continue to provide service.

See the Aspect Unified IP System Configuration Guide for the procedures required to
implement load balancing for UCM functionality.

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3. Customer Site Requirements

3.7 Security Overview

There are various ways in which you implement security in your network environment. When
using Unified IP, you implement security using the following:

• Secure Data Transmission

• Hashed Message Authentication Codes (HMAC)

• Secure OS

• Install Account

• Service Accounts

• Server Message Block (SMB) Signing

For additional information on security, see the Aspect Unified IP Security Guide.

3.7.1 Secure Data Transmission

The Secure Data Transmission feature enables you to specify whether sensitive data sent
between the Unified IP Servers and the associated client applications is transmitted securely.
This means that the sensitive data is always encrypted and never sent as clear text. If your
environment requires transferring sensitive data and encryption of user credentials, you can
enable Secure Data Transmission and use Transport Layer Security (TLS) to encrypt
communications between Agent or Director desktops and the Unified IP Security Web Service
and other Unified IP Web Services and between the Security Web Service and Active
Directory or LDAP.

3.7.1.1 Implementing TLS 1.2

Unified IP 7.4 uses TLS 1.2 to ensure strong cryptography for communication between servers
and clients. The primary goal of the TLS 1.2 protocol is to provide privacy and data integrity
between two parties communicating with each other. Additionally, it enables the following
benefits in order of priority:

1. Cryptographic security: TLS 1.2 should be used to establish a secure connection between
two parties.

2. Interoperability: Independent programmers should be able to develop applications utilizing

TLS 1.2 that can successfully exchange cryptographic parameters without knowledge of
each other’s code.

3. Extensibility: TLS 1.2 provides a framework into which new public key and bulk encryption
methods can be incorporated as necessary. This will also accomplish two sub-goals:
preventing the need to create a new protocol (and risking the introduction of possible new
weaknesses) and avoiding the need to implement an entire new security library.

4. Relative efficiency: Cryptographic operations tend to be highly CPU intensive, particularly

public key operations. For this reason, the TLS 1.2 protocol has incorporated an optional
session caching scheme to reduce the number of connections that need to be established
from scratch. Additionally, care has been taken to reduce network activity.

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Beginning with Unified IP 7.3 SP5, TLS 1.2 is implemented by default at install time, and all the
Unified IP server and client machines are enabled to communicate using only TLS 1.2. Unified
IP machines using TLS 1.2 cannot communicate with less secure machines such as those
using earlier versions of TLS. Implementation of TLS 1.2 requires that all Unified IP servers
use the Windows 2012R2 or later supported Windows operating system and that all client
machines - including the Unified Agent Desktop machines - use the Windows 8.1 or Windows
10 operating system. Since Unified IP 7.3 SP6 restricts the servers and clients to
communicating using only TLS 1.2, it is important that all prerequisites as well as operating
system and custom application requirements be understood and accounted for before Unified
IP is installed.

3.7.1.1.1 Using “TLS Compatible” Mode During Enterprise Upgrades

A Unified IP Enterprise deployment is defined as a single customer’s deployment that consists
of two or more Unified IP systems with the potential of additional Aspect products (for
example, Aspect Quality Management). For Unified IP Enterprise deployments, Aspect does
not support a deployment configuration scenario where there is a mix of systems using TLS
1.2 and systems using less secure protocols. However, because upgrading multi-site
Enterprise deployments requires some sites to be upgraded before others, Unified IP 7.4 also
supports a temporary “TLS 1.2 Compatible” mode that allows TLS 1.2 enabled machines to
communicate with less secure machines during the upgrade. In TLS 1.2 Compatible mode,
although the Unified IP server and client machines communicate using TLS 1.2 by default,
they are not restricted to using TLS 1.2. In the event that machines fail to negotiate TLS 1.2
during communication, the system will allow those machines to communicate using previously
supported protocols.

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3. Customer Site Requirements

TLS 1.2 Compatible mode is implemented on a site by site basis using the General tab on the
Site Properties window in the Unified IP Server Configurator application.

TLS 1.2 Secure: This option is enabled by default during installation and upgrades and
ensures Unified IP components transfer data using TLS 1.2 only.
TLS 1.2 Compatibile: This option enables Unified IP components to transfer data using TLS
1.2 and previous TLS versions. Select this option if you have a Unified IP site that does not
support TLS 1.2 in a multi-site environment. For example, if you upgrade Unified IP at one site
only, this option is enabled regardless of whether your other sites are using TLS 1.2. In this
case, you must select the TLS 1.2 Compatible option so that all Enterprise machines can
communicate.
Note: Modifying this option requires Landlord tenant permissions.
Note: TLS 1.2 Compatible mode is to be used only for facilitating Enterprise upgrades when
not all Unified IP machines are at the same release level. TLS 1.2 Compatibility mode is
not to be used when other non-Aspect components in the customer environment have
not been upgraded to support TLS 1.2. It is the customer’s responsibility to ensure that
all components such as Active Directory, Microsoft Exchange and Network Protocols
have been upgraded to support TLS 1.2.

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3.7.1.1.2 General Machine Requirements

The Unified IP 7.4 installation program automatically installs all prerequisites required by TLS
1.2. However, machines used with Unified IP but on which the Unified IP installer has not been
run may require manual installation of KB 3140245 as indicated in the following table.

KB 3140245 can be downloaded from the following location:

https://support.microsoft.com/en-us/help/3140245/update-to-enable-tls-1.1-and-tls-1.2-as-a-
default-secure-protocols-in-winhttp-in-windows

Basic Unified IP machine prerequisites are provided in the Aspect Unified IP 7.3 SP6
Installation Guide and the Aspect Unified IP 7.4 Hardware and Software Guide.
Note: Install all the latest Microsoft KB patches on all the Unified IP server and client
machines.
Note: If the Unified IP deployment includes an Active Directory server that is on Windows
2008, the same KB needs to be applied on that machine as well. The KB article
ensures that TLS 1.2 is enabled on those machines and it also sets TLS 1.2 as the
default communication protocol. If the Active Directory server operating system is
Windows 2012, Aspect recommends that you upgrade it to Windows 2012 R2 or
Windows 2016 before installing Unified IP.

3.7.1.1.3 Machine Requirements for Lync Server

If you are using the Instant Messaging feature, your Microsoft Lync server must be upgraded
to the latest MS SQL Service Pack so that it can communicate with the TLS 1.2 enabled
machines in your Unified IP deployment.

3.7.1.1.4 Requirements for Communication with External SQL

Databases
If you plan to use external SQL servers connected via ODBC to TLS 1.2 enabled Unified IP
servers, you must install the following Microsoft patch on the external servers. This patch is
required to enable communication between the Unified IP servers and the external SQL
servers.

KB Article Number(s): 3144114

Language: All (Global)

Platform: x64

Location: http://hotfixv4.microsoft.com/SQL%20Server%202008%20R2/sp3/
SQL_2008__R2_SP3_QFE_OD_x64/10.50.6542.0/free/490329_intl_x64_zip.exe

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3.7.1.2 Options for Obtaining Certificates

TLS encryption requires the use of security certificates to secure communications between
system components. When you install Unified IP, you have the following options for acquiring
and maintaining certificates.

• You can use the self-signed certificates that Aspect provides by default. These certificates
secure the connections between Unified IP servers and clients, and allow you to quickly get
the system up and running. Although customers are free to continue to use the Aspect self-
signed certificates, most will choose to replace the Aspect certificates with third party or
internal customer certificates for enhanced security, easier certificate maintenance, and
better compliance with established security policies and standards such as PCI.

• In all Unified IP 7.4 deployments (new installations and upgrades from earlier releases) the
Unified IP 7.4 installation program will install Aspect provided SHA-256 certificates that will
expire in 90 days and must be replaced before this time period has passed. You are
responsible for replacing these Aspect installed SHA-256 certificates with either third-party
SHA-2 certificates from a company such as Verisign or SHA-2 certificates generated by an
internally installed and active CA. Note that although the Aspect installed certificates are
SHA-256, any type of SHA-2 certificates can be used as replacements.

• In the case of upgrades to Unified IP 7.4 from earlier Unified IP releases, the installation
program will replace existing Aspect generated certificates with the temporary SHA-256
certificates. If you have previously replaced the Aspect generated certificates with any
other type of certificates, the Unified IP installation program will leave these certificates in
place and will not replace them with the new SHA-256 certificates. In such cases, you must
ensure that the existing certificates are SHA-2 compliant. If they are not, you must
manually replace them with SHA-2 certificates. The procedure for replacing certificates is
provided in the Aspect Unified IP Unified Resource Manager System Administrator Guide
and the Aspect Unified IP System Configuration Guide.
Customers are responsible for monitoring the certificates in their Unified IP environment to
determine when they are due to expire. This applies to all certificate types. The process of
managing and updating certificates is the responsibility of the customer.

• You can use an internal customer certificate generated from your corporate Windows
domain. This is done by installing the Certificate Authority role on a domain controller. This
CA can then be used to issue all the required TLS certificates. These certificates can then
replace the Aspect TLS certificates. This replacement process is a manual procedure in
Unified IP 7.2 and earlier (see the Aspect Unified IP System Configuration Guide for
procedures). In Unified IP 7.3 and later, the certificate replacement has been automated
using the Unified Resource Manager application (see the Aspect Unified IP Unified
Resource Manager System Administrator Guide for procedures).
Customers who wish to use their own internal TLS certificates may require an Aspect
Professional Services engagement to assist with configuration adjustments resulting from
customers replacing their expired certificates. There is the potential for downtime when
certificates are changed and therefore, certificates should be changed during a
maintenance window. You must budget adequate time from a planning perspective prior to
the certificates expiring or being changed to allow the Unified IP changes to be scoped and
planned. Please ensure that a case is opened with Aspect Customer Care to track the
activities associated with updates to expiring certificates so that the appropriate resources
and scheduling are allocated and reviewed in advance. Ultimately, maintenance of
certificates is the responsibility of the customer and not covered under Aspect
maintenance.

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See the Aspect Unified IP System Configuration Guide for certificate requirements. See the
Aspect Unified IP Unified Resource Manager System Administrator Guide for certificate
deployment procedures.

• You can purchase a CA from a third party commercial vendor such as Symantec and then
replace the Aspect TLS certificates with certificates signed by the Symantec CA. This
replacement process is a manual procedure in Unified IP 7.2 and earlier (see the Aspect
Unified IP System Configuration Guide for procedures). In Unified IP 7.3 and later, the
certificate replacement process has been automated using the Unified Resource Manager
application (see the Aspect Unified IP Unified Resource Manager System Administrator
Guide for procedures). Third party certificates are especially appropriate for enterprises
that often connect with Web servers located outside the customer’s corporate domain. This
is because certificates provided by well known providers like Symantec are widely trusted,
unlike internal or Aspect self-signed certificates.
Customers who wish to use third party certificates may require an Aspect Professional
Services engagement to assist with configuration adjustments resulting from customers
replacing their expired certificates. There is the potential for downtime when certificates are
changed and therefore, certificates should be changed during a maintenance window. You
must budget adequate time from a planning perspective prior to the certificates expiring or
being changed to allow the Unified IP changes to be scoped and planned. Please ensure
that a case is opened with Aspect Customer Care to track the activities associated with
updates to expiring certificates so that the appropriate resources and scheduling are
allocated and reviewed in advance. Ultimately, maintenance of certificates is the
responsibility of the customer and not covered under Aspect maintenance.
See the Aspect Unified IP System Configuration Guide for certificate requirements. See the
Aspect Unified IP Unified Resource Manager System Administrator Guide for certificate
deployment procedures. .

In addition to the TLS certificates described above for securing connections between servers
and clients, you must use a domain root certificate to secure the connection between Unified
IP and your domain controller. When you select the Secure Data Transmission feature during
installation, you are prompted for the path to the Active Directory (or LDAP) certificates that
your IT department has exported from the authorization server. Make sure these certificates
are in an accessible location and that you have recorded the names of the certificates and
their locations. The Unified IP installation program uses these certificates to enable Secure
Data Transmission. Deployment and management of certificates is handled through the
Unified Resource Manager application. The customer is responsible for obtaining this
certificate and making it available to Aspect.
Note: Secure Data Transmission is supported only in Domains. Aspect does not support
Workgroups.
Note: The Secure Data Transmission Feature requires that the TLS 1.0 protocol be used to
connect to Unified IP servers. From Unified IP 7.3SP2 onwards, TLSv1.2 protocol is
also supported with appropriate Security Updates from Microsoft. Customer client
applications that use a less secure protocol such as SSL 3.0 will not be allowed to
connect to Unified IP servers.

3.7.2 Hashed Message Authentication Codes (HMAC)

This feature is used to verify that data has not been altered or replaced in transmissions to and
from the Unified IP Unified Agent Desktops. HMAC adds a uniquely generated signature to
HTTP message headers using secure hashing algorithms, and validates the authenticity of the

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3. Customer Site Requirements

data at the receivers end by re-generating the signature. HMAC can be used with or without
the Secure Data Transmission feature.

To use the HMAC feature, you select the Hashed Message Authentication Codes check box
on the Select Optional Features screen while you are configuring the
DeploymentConfiguration XML file prior to installing Unified IP.

When you select the check box, you designate the displayed string as the secret key that will
be shared by the Unified IP Core server and the Portal servers that are used by the Unified
Agent Desktop clients. Using the secret key, the client generates a message signature using
HMAC algorithm. The signature is attached to the message as a header, and the message is
sent. The server then receives the message and calculates its own version of the signature
using the secret key. Finally, if the signature computed by the server matches the one in the
message, the message is considered authorized.
Note: The string displayed on the Select Optional Features screen can be used as is, or you
can edit it.

The HMAC feature can be used in either premise or hosted Unified IP environments. and can
also be used to authenticate messages between Unified IP and custom client applications built
using the Aspect Unified IP Agent SDK. For more information about implementing HMAC
using the SDK, see the Aspect Unified IP Agent SDK Guide.

3.7.3 Authentication
When using Unified IP, customers must have their own directories for authentication. Unified
IP supports any of the following current industry standard authentication mechanisms:

• OpenLDAP Directory (LDAP protocol)

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 Security Overview

• Microsoft Active Directory (AD) (LDAP protocol AD variation)

• Microsoft Active Directory LDS (Lightweight Directory Services)

• Microsoft Internet Authentication Service (IAS) (RADIUS protocol)

• iPlanet 5.1 Directory Server/Sun Java System Directory Server (LDAP protocol)

Unified IP requires a Domain or multiple domains in trust relationship (federated). This

requires the use of an Active Directory Domain Controller (AD/DC). This AD/DC does not have
to be used for user authentication, as stated elsewhere there are several options for user
authentication.

Domains are required for all Unified IP servers and clients. Use of Workgroups is not
supported.

3.7.3.1 Authentication Guidelines

The following guidelines apply to Unified IP system authentication:

• Customers must have their own Unified IP-supported directory for authentication holding
user credentials (IDs and passwords).

• All user interfaces (such as Agent, Supervisor, Server Configurator and Unified Resource
Manager) require that users log in. These user interfaces connect to the Security portal that
connects to one of the supported customer directories for authentication. Authorization
(permissions) is then determined by the settings in the Unified IP Director Security Plans or
in the Server Configurator user list.

• If using Active Directory, you must follow the Microsoft AD guidelines for server naming as
listed on the Microsoft web site.

• Aspect strongly recommends that all servers and users share the same domain or are in
domains that share a trust relationship (federated). The same or federated domain is
required for:
• Screen Capture workstations and servers.
• M3 Designer and LYRICall Designer workstations and servers.
• Server Configurator, Unified Resource Manager, and servers configured.

• Authentication is required for using Instant Message workstations and servers.

3.7.3.2 Using Other Authentication Directory Services

In some cases, the customer may have an unsupported authentication directory server that
they want to use with Unified IP.

There are two options available to customers that want to use an authentication directory
server that is not supported:

• Use a Microsoft IAS Server to connect to a customer’s directory server.

If the customer’s directory server supports the IAS Radius proxy, you can install the IAS
server in between the Aspect Security portal and the directory server.

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3. Customer Site Requirements

Before implementing this authentication method, the customer must contact Microsoft and
confirm that their current directory server is supported.
In this scenario, Aspect is responsible for providing assistance with any issues that occur
between Unified IP and IAS, and Microsoft is responsible for any issues that occur between
IAS and the directory server.
Note: When using IAS in this capacity, Aspect only supports authentication and does not
support the "lookup" feature. Therefore, user names and login ids must be entered
using the Director application.

• Request an Aspect Professional Services Engagement.

If the customer’s directory server supports the LDAP protocol, the customer can request an
Aspect Professional Services APS engagement in which APS will try to configure an
interface with the other directory server.
Note: The APS engagement does not guarantee a successful integration with the
customer’s directory server. If the integration is a success, all future support issues
related to the directory server interface must be addressed through an additional
APS engagement or an existing APS support contract. The customer cannot contact
Aspect Customer Care with these issues.

3.7.3.3 Using Claims Based Authentication

Beginning with Unified IP 7.3 SP6, you also have the option of using Claims Based
Authentication to authenticate users logging into the Unified Agent Desktop application
and/or the Unifed Command and Control - Administration application. For more
information, see Claims Based Authentication on page 1-14 and the Claims Based
Authentication chapter in the Aspect Unified IP System Configuration Guide.

3.7.4 Secure OS
When an operating system is first installed, it is configured with default firewall settings. These
settings may include more services than are required by Unified IP. These default
configuration settings introduce inherent potential vulnerability. The Secure Operating System
feature automatically resets these defaults so that unused services are stopped and unused
ports are closed.

For additional information on the Secure OS feature, see the Aspect Unified IP Security Guide.

3.7.5 Install Account

In order to install the Unified IP software, you must set up a special Install Account as
described in Unified IP Install Account Requirements on page 3-2.

3.7.6 Service Accounts

The service account credentials that you enter in the Deployment Wizard must all be for
Domain accounts that you have already created on the Domain Controller. If you create a
separate account (user name and password) for each of the services listed on the window,

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 Security Overview

service auditing capability is greatly enhanced. However, you also have the option of using a
single account for all the services.
Note: If you are using Screen Capture, you must create a separate Domain account for
one of the two Screen Capture services (AspectScreenCapture or
AspectProxyGateway).

The account(s) you set up on the Domain Controller cannot be Privileged accounts (Privileged
Domain accounts, Local Administrator or Guest account) with names that include words like
“Administrator” or “Guest.”

The Prerequisite Check tool verifies that the account exists, and searches for these key words
to verify that the accounts are not privileged. It is the customer’s responsibility to make sure
that these users are created on the domain and added to the Local Administrators groups (if
required - see below).
Note: Usernames for Domain accounts must not exceed 20 characters in length.

The service accounts that are marked below in bold must be in the Local Administrator
groups. This is enforced by the Prerequisite check. You must manually add these users to the
servers' Local Admin groups.
• Centercord Service (AspectCentercord) Without Local Administrator privileges,
CenterCord cannot open the ALM WCF ServiceHost connection. If the ALM WCF
ServiceHost connection is not opened, ALM cannot connect to CenterCord and
Outbound Calls using ALM will not be supported.
• Scheduled Reporting Service (AspectScheduledRpt) AspectScheduledRpt must
have local Administrator privileges for Scheduling Reports since this function uses
Windows Task Scheduler for creating and running the tasks that are executed by the
Administrator group user.
• ALM Install User (Any User Name) Only required if Advanced List Management
Reporting or Disaster Recovery is installed This service must have local Admin rights to
allow ALM to create clusters and cluster roles in HA/Tiered HA deployments.

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3. Customer Site Requirements

• AspectSQL Service (AspectSQL) (Used wherever SQL is installed, including ALM

servers.) The AspectSQL service and the ALM SQL service must both have have local
admin rights to allow Unified IP and Advanced List Management to synchronize during
installation using the Unified IP installer.
Note: The AspectSQL Service account must also have the following security settings
applied on the domain controller:

• ALM SQL Service (AspectALMSQL) Only required if Advanced List Management

Reporting or Disaster Recovery is installed. Only required on the Advanced List
Management servers. The AspectSQL service and the ALM SQL service must both
have have local admin rights to allow Unified IP and Advanced List Management to
synchronize during installation using the Unified IP installer.
• URM Adapter Service (AspectURMAdapter)
• Import/Export Service (AspectImportExport)
Note: If you are planning to install the Inbound Instant Messaging feature, the user created
for the URMAdapter account must also be placed in the
RTCUniversalServerAdmins group.
• URM Service (AspectURM)
• UCC Alert Service (AspectUCCAlert)
• ALM Watchdog Service (AspectALMWatchdog) Only required if Advanced List
Management is installed.
• Admin Web Service (AspectAWS)
• Database Interface (AspectDBI)
• Recording Manager (AspectRecMgr)
• EDM Loader (AspectEDMLoad)

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 Security Overview

• Summarization Server (AspectLSP)

• External Reports Service (AspectExternalReport)
• UCC Admin Service (AspectUCCAdmin)
• AspectScreenCapture (AspectScreenCapture)
• AspectProxyGateway (AspectProxyGateway)
• Aspect IVRDE (AspectIVRDE)
• Data Warehouse (AspectDW) (Only prompted for if a Data Warehouse machine has
been added.)
• Enterprise Reporting (AspectEntReporting) (Only prompted for if an Enterprise
Reporting machine has been added.)

3.7.7 Server Message Block (SMB) Signing

Server Message Block (SMB) is the file protocol used by Unified IP for all Windows servers
and clients on which Aspect software is installed. SMB Signing is a security feature through
which communications using SMB can be digitally signed at the packet level. Digitally signing
the packets enables the recipient of the packets to confirm their point of origination and their
authenticity.

Unified IP Windows Servers:

By default, SMB signing is enabled on all Unified IP Windows servers by the Unified IP
Application installer. Both the network client and network server settings are enabled and
required:

• Microsoft network client: Digitally sign communications (always). For more information,
see:
https://technet.microsoft.com/en-us/library/cc728025

• Microsoft network client: Digitally sign communications (if server agrees). For more
information, see:
https://technet.microsoft.com/en-us/library/cc785861

• Microsoft network server: Digitally sign communications (always). For more information,
see:
https://technet.microsoft.com/en-us/library/cc786681

• Microsoft network server: Digitally sign communications (if client agrees). For more
information, see:
https://technet.microsoft.com/en-us/library/cc785861

Unified IP Clients:

By default, SMB signing is enabled on all supported Unified IP Windows clients. The Unified IP
client installer will not change this setting. If needed, you can change the network client
settings to enabled. The network client setting required is not needed.

• Microsoft network client: Digitally sign communications (if server agrees). For more
information, see:

Planning Guide Aspect Confidential | 3-35

3. Customer Site Requirements

https://technet.microsoft.com/en-us/library/cc785861

Non-Unified IP Clients:
For client machines that are connected to the Unified IP deployment but were not installed
by the Unified IP Client installer (non-Unified IP clients), you must check the SMB setting
and enable it if it is disabled. Examples of non-Unified IP clients include:
• Unified Command and Control - Administration, Unified Resource Manager, and Unified
Agent Desktop clients that are installed by the user typing a URL and downloading the
client.
• Unified Command and Control - Administration, Unified Resource Manager, and Unified
Agent Desktop clients that are installed with an MSI.
• Machines with 3rd party applications (like other client databases or custom
applications), that connect to Unified IP servers.
• Producer clients that can be installed separately and configured to connect to Unified IP.
The SMB setting can be accessed in the client machine’s Registry at the location below:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\LanmanWorkstation\Para
meters "EnableSecuritySignature"=dword:00000001

3.8 SIP Phones and Headsets

Unified IP supports SIP 2.0 hard and soft phones, as well as Unified Communications-ready
headsets.
Note: These devices are subject to the constraints in Aspect’s SIP Interoperability Policy.
Several countries disallow the use of VoIP. Contact your Aspect Sales Representative
for details prior to the purchase of your SIP phones.

See the following guides for information about configuring Aspect Unified IP to work with SIP.
• Aspect Unified IP Installation Guide includes instructions for installing your system and
completing initial configuration.
• Aspect Unified IP Unified Resource Manager System Administrator Guide includes
instructions for setting up an IP circuit and configuring the Aspect SIP Proxy.

When using SIP 2.0 hard phones and soft phones, be aware of the following guidelines:

• Aspect Software offers a selection of SIP hard phones and soft phones that have been
validated with Aspect Unified IP. Contact your Aspect sales representative for more details.

• For hard phones, 2 Ethernet ports are recommended to eliminate the need for multiple
cable runs or mini-hubs at the agent workspace.

• When SIP is used for agents, inbound, or voice portal, the Aspect SIP Proxy is required.
Note: Unified IP non-multi-tenant systems do not support more than two SIP Proxy
Servers. Even in a multi-tenant system, Aspect recommends that you do not exceed
two shared SIP proxies. In some special cases, however, it is possible to dedicate
one or two SIP proxies to each a tenant in a multi-tenant system.

3-36 | Aspect Confidential Unified IP

 Required Support Devices

• To make these devices reusable, you must remove the IP agents and set up a narrowband
dial-plan for SIP Phones.

• The quick disconnect GNnetcom and Plantronics headsets with an adapter cable, used
with the 5.2 USB audio devices, is reusable with most SIP hardphones.

3.9 Required Support Devices

See the Aspect Unified IP Hardware and Software Guide for remote support requirements. All
customers deploying Aspect Unified IP must obtain the applicable support devices.

3.9.1 Remote Access

A remote access secure connection is required to enable Aspect's Worldwide Support Center
to interface to the Aspect Unified IP system. The connection provides fast and secure access
to the system and facilitates rapid diagnosis and resolution of problems.

3.9.2 Support Station

The Support Station is a workstation environment required by the Aspect Support organization
to facilitate troubleshooting of the Aspect Unified IP solution. All Aspect Unified IP client
applications must be installed on this device.
Note: This machine must be dedicated for Aspect Support use only and must always be
available on the network. More than one support machine may be required.

3.10 Backup Strategy

Regular backups are part of a system disaster recovery plan.

Aspect recommends that you schedule system backups on a regular basis, and that you store
copies of all system backups at an alternate location in the unlikely event of a physically
destructive disaster.

See the Aspect Unified IP Troubleshooting Guide for additional information about backups.

3.10.1 Database Backups

Regular database backups are part of a system disaster recovery plan. By default, all
databases are scheduled for full backups once a day. Only the active database server actually
performs backups. Typically this will be the Primary server. However, if for any reason the
Secondary server takes over, it will also be performing database backups. All this happens
automatically and is transparent to the customer. This is configured automatically during
installation of Unified IP. If you want to change the default settings, you can use the Server
Configurator application to change the frequency and schedule for any database backup. See

Planning Guide Aspect Confidential | 3-37

3. Customer Site Requirements

the Unified IP Server Configurator User Guide for procedures. This is optional and typically,
the default settings meet most customer requirements.

3.10.1.1 Required Disk Space for Back Ups

The amount of space potentially required for backups depends on the configured size of the
databases. Because backups are written to disk on the database server, the server must have
enough space to store a backup copy of each of the databases. In addition, ensure that there
is enough additional space for a temporary copy of the largest server database because the
backup generates temporary files during the backup process.

3.11 Planning for an Upgrade

Unified IP upgrades are carried out by Aspect personnel.

The time required to complete a Unified IP upgrade varies depending upon a number of
factors including deployment size and the amount of data being migrated. During upgrade
planning, the Aspect Upgrade Team works with the customer to map out a strategy that
ensures a successful upgrade in the shortest amount of time possible.

Before starting an upgrade, the Aspect upgrade team needs the following information from the
customer:

• A list of custom scripts (if applicable)

• Verification that credentials with sufficient rights will be available to perform the upgrade or
installation

• Verification that VPN access is available

• Verification that all servers are running the required minimum OS versions (Windows 2016
or Windows Server 2012 R2 Standard or Datacenter Edition)

• A list of all third-party products that interface with the Unified IP system

• A list of all other Aspect products including the version (this can also be confirmed using
the Site Survey Tool)

• The locations of all servers

• A list of any special considerations that Aspect needs to be familiar with before the upgrade

• A description of the backup strategy used by the customer

The customer is responsible for making backups of all servers and data prior to the upgrade.
Note: For more information regarding the upgrade process, please contact your Aspect
Customer Service Manager (CSM).

3-38 | Aspect Confidential Unified IP

 A
A. Profiles and Component
Distributions

This appendix lists the available Unified IP agent profiles and the required machine
configuration that corresponds with each profile. This appendix also details the distribution of
software components on these machines. Unified IP installs components based on Server
Images. All components for a specific Server Image are installed. The Server Role determines
which of those components are enabled.

A.1 Component Distributions for Mandatory

Machines
The tables in this section detail the distribution of major software components on each
mandatory machine. Mandatory machines are those machines that are required for a particular
profile. When you select a profile while using the Deployment Wizard to build a
DeploymentConfiguration XML file, you are prompted for the machine names of these
mandatory machines. In addition, you have the option of selecting additional machines that
increase capacity or allow you to implement optional Unified IP features. To obtain more detailed
information about which Unified IP features are implemented on each machine, you can use the
DeploymentConfigurationXMLReader tool that is posted with the Unified IP documentation. See
Using the DeploymentConfigurationXMLReader Tool on page A-37 for instructions about how to
use the tool.

Planning Guide Aspect Confidential | A-1

A. Profiles and Component Distributions

A.2 Enterprise Machines

The Unified Command and Control machines in Table A-1 are required at each Geographic
Location in an Enterprise. The distribution of components is the same on these machines
regardless of which deployment profiles are selected for the sites in the Geographic Location.

Table A-1 Components on Unified Command and Control Enterprise Machines used for
Small and Medium deployments.

Server Type Aspect Unified IP Components

Installed

Unified Command and Control (Small and • ViewpointCanvases

Medium deployments) • LoggingServer
• UCCAdminServer
• UCCAdminServer: CNS
• UCCAdminServer: CNS_Client
• UCCAdminServer: ASA
• UCCAdminAlertServer
• UCCAdminBulkImportAdapter
• UCCAdminChangeNotification
(disabled)
• UCCAdminWebServer
• UCCAdminWebServer: Notify
• URMServer
• UCCAdminWebApp
• URMWebApp
• RTServer

Unified Command and Control - • ViewpointCanvases

Redundant (Small and Medium • LoggingServer
deployments)
• UCCAdminServer
• UCCAdminServer: CNS
• UCCAdminServer: CNS_Client
• UCCAdminServer: ASA
• UCCAdminAlertServer
• UCCAdminBulkImportAdapter
• UCCAdminChangeNotification
(disabled)
• UCCAdminWebServer
• UCCAdminWebServer: Notify
• URMServer (disabled)
• UCCAdminWebApp
• URMWebApp (disabled)
• RTServer

A-2 | Aspect Confidential Unified IP

 Enterprise Machines

Table A-2 Components on Unified Command and Control Enterprise Machines used for
Large deployments.

Server Type Aspect Unified IP Components

Installed

Unified Command and Control (Large • ViewpointCanvases

deployments) • LoggingServer
• UCCAdminServer
• UCCAdminServer: CNS
• UCCAdminServer: CNS_Client
• UCCAdminServer: ASA
• UCCAdminAlertServer
• UCCAdminBulkImportAdapter
• UCCAdminChangeNotification
(disabled)
• UCCAdminWebServer
• UCCAdminWebServer: Notify
• URMServer
• UCCAdminWebApp
• URMWebApp
• RTServer

Unified Command and Control - • ViewpointCanvases

Redundant (Large deployments) • LoggingServer
• UCCAdminServer
• UCCAdminServer: CNS
• UCCAdminServer: CNS_Client
• UCCAdminServer: ASA
• UCCAdminAlertServer
• UCCAdminBulkImportAdapter
• UCCAdminChangeNotification
• (UCCAdminWebServer
• UCCAdminWebServer: Notify
• URMServer (disabled)
• UCCAdminWebApp
• URMWebApp (disabled)
• RTServer

An Enterprise is defined as a Unified IP deployment that has more than one site. These sites
can be configured as either Small or Large profiles.
Note: The only time dedicated Unified Command and Control machines are not required is
when the Unified IP deployment consists of a single Small profile site. In such cases,
the components that are shown in Table A-1 are installed on the Core and Redundant
Core machines.

Planning Guide Aspect Confidential | A-3

A. Profiles and Component Distributions

A.3 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Small Datamart - Primary • UNIFIEDIP_PRIMARY

• UNIFIEDIP_RECORDING (disabled)
• EDM Loader
• Summarization Service
• Scheduled Reporting Service
• Logging Service
• ExternalReports
• UCCAdminDB
• KBaseDSN

Datamart - Secondary • EDM Loader (disabled)

• Summarization Service (disabled)
• Scheduled Reporting Service (disabled)
• Logging Service
• ExternalReports (disabled)
• UCCAdminDB (disabled)
• KBaseDSN
• UNIFIEDIP_BACKUP

A-4 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core - Primary • URMAdapter (disabled)

• ViewpointCanvases (for non-enterprise only)
• UCCAdminServer (for non-enterprise only)
• UCCAdminServer:CNS
• UCCAdminServer:CNS_CLIENT
• UCCAdminServer:ASA
• UCCAdminAlert
• UCCAdminBulkImport
• UCCAdminBulkImport:DIAG
• UCCAdminChangeNotify
• UCCAdminWebServer
• UCCAdminWebServer:NOTIFY
• URMServer
• UCCAdmin_WebApp
• URM_WebApp
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP
• DBAccess
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService

Planning Guide Aspect Confidential | A-5

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

• IPNIQAdapter
• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr
• ExpertQuery
• OSMSProxyServer
• ImportExport
• AspectSIPProxy
• CTIServer
• ScreenCaptureWebService
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when feature selected)
• UCLoadBalancer
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary (enabled when feature selected)
• ArbiterCenterCord : Common
• CBAServer

A-6 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core - Secondary • URMAdapter

• ViewpointCanvases (for non-enterprise only)
• UCCAdminServer (for non-enterprise only)
• UCCAdminServer:CNS
• UCCAdminServer:CNS_CLIENT
• UCCAdminServer:ASA
• UCCAdminAlert
• UCCAdminBulkImport
• UCCAdminBulkImport:DIAG
• UCCAdminChangeNotify
• UCCAdminWebServer
• UCCAdminWebServer:NOTIFY
• URMServer
• UCCAdmin_WebApp
• URM_WebApp
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP
• DBAccess
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService (disabled)

Planning Guide Aspect Confidential | A-7

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

• IPNIQAdapter
• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr
• ExpertQuery
• OSMSProxyServer
• ImportExport
• AspectSIPProxy
• CTIServer
• ScreenCaptureWebService (disabled)
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when feature selected)
• UCLoadBalancer
• LoggingServer
• ChatRecordingPrimary (enabled when feature selected)
• ArbiterCenterCord: Common
• CBAServer

A-8 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Agent M3 Expansion • OSMSProxyServer (disabled)

• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport (disabled)
• AspectSIPProxy (disabled)
• CTIServer (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer (disabled)
• AgentScoringWebService (disabled)
• NumberingPlanWebService (disabled)
• EventsWebService
• UnifiedAgentDesktop
• ImportExportWebService (disabled)
• ScreenCaptureWebService (disabled)
• LoggingServer
• CTIPS (disabled)
• JORAM
• MonitorApp
• SMServer (disabled)
• NotificationService (disabled)
• CC2DCP (disabled)
• ArbiterCenterCord: Common
• ArbiterCenterCord: ComponentsInterfaceHTTP (disabled)
• ArbiterCenterCord: ComponentsInterfaceTCP (disabled)
• ArbiterCenterCord: HostInterfaceHTTP (disabled)
• ArbiterCenterCord: HostInterfaceTCP (disabled)
• ArbiterCenterCord: VoteInterfaceHTTP (disabled)
• ArbiterCenterCord: VoteInterfaceTCP (disabled)
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

Planning Guide Aspect Confidential | A-9

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Agent M3 Arbiter • ArbiterCenterCord: Common

• ArbiterCenterCord: ComponentsInterfaceHTTP
• ArbiterCenterCord: ComponentsInterfaceTCP
• ArbiterCenterCord: HostInterfaceHTTP
• ArbiterCenterCord: HostInterfaceTCP
• ArbiterCenterCord: VoteInterfaceHTTP
• ArbiterCenterCord: VoteInterfaceTCP
• OSMSProxyServer (disabled)
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport (disabled)
• AspectSIPProxy (disabled)
• CTIServer (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer (disabled)
• AgentScoringWebService (disabled)
• NumberingPlanWebService (disabled)
• EventsWebService
• UnifiedAgentDesktop
• ImportExportWebService (disabled)
• ScreenCaptureWebService (disabled)
• LoggingServer
• CTIPS (disabled)
• JORAM
• MonitorApp
• SMServer (disabled)
• NotificationService (disabled)
• CC2DCP (disabled)
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

A-10 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Medium Datamart - Primary • UNIFIEDIP_PRIMARY

• UNIFIEDIP_RECORDING
• EDM Loader
• Summarization Service
• Scheduled Reporting Service
• Logging Service
• ExternalReports
• UCCAdminDB
• KBaseDSN

Datamart - Secondary • EDM Loader (disabled)

• Summarization Service (disabled)
• Scheduled Reporting Service (disabled)
• Logging Service
• ExternalReports (disabled)
• UCCAdminDB (disabled)
• KBaseDSN
• UNIFIEDIP_BACKUP

Planning Guide Aspect Confidential | A-11

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core - Primary • Centercord

• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• CC2DCP
• DCPSrv
• DBAccess
• AdminWebService
• IPNIQAdapter
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when feature is selected)
• UCLoadBalancer
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary (enabled when feature is selected)
• ArbiterCenterCord: Common
• Notification Service
• CBAServer

A-12 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core - Secondary • Centercord

• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• CC2DCP
• DCPSrv
• DBAccess
• AdminWebService
• IPNIQAdapter
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when feature is selected)
• UCLoadBalancer
• LoggingServer
• RecordingStorage (disabled)
• ChatRecordingPrimary (enabled when feature is selected)
• ArbiterCenterCord: Common
• Notification Service
• CBAServer

Planning Guide Aspect Confidential | A-13

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core Expansion - Primary • DBI

• AlertServer
• OSMSProxyServer
• ImportExport
• ScreenCaptureWebService (disabled)
• URMAdapter (disabled)
• UCCAdapter
• UCCAdapter:MULTICAST
• ExpertQuery
• AspectSIPProxy
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• LoggingServer
• JORAM
• MonitorApp
• RTServer (disabled)
• CTIServer
• NotificationService
• SMServer

A-14 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core Expansion - Secondary • DBI

• AlertServer
• OSMSProxyServer
• ImportExport
• ScreenCaptureWebService (disabled)
• URMAdapter
• RTServer
• UCCAdapter
• UCCAdapter:MULTICAST
• ExpertQuery
• AspectSIPProxy
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• LoggingServer
• JORAM
• MonitorApp
• CTIServer
• NotificationService (disabled)
• SMServer

Planning Guide Aspect Confidential | A-15

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Agent M3 Arbiter • ArbiterCenterCord: Common

• ArbiterCenterCord: ComponentsInterfaceHTTP
• ArbiterCenterCord: ComponentsInterfaceTCP
• ArbiterCenterCord: HostInterfaceHTTP
• ArbiterCenterCord: HostInterfaceTCP
• ArbiterCenterCord: VoteInterfaceHTTP
• ArbiterCenterCord: VoteInterfaceTCP
• OSMSProxyServer (disabled)
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport (disabled)
• AspectSIPProxy (disabled)
• CTIServer (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer (disabled)
• AgentScoringWebService (disabled)
• NumberingPlanWebService (disabled)
• EventsWebService
• UnifiedAgentDesktop
• ImportExportWebService (disabled)
• ScreenCaptureWebService (disabled)
• LoggingServer
• CTIPS (disabled)
• JORAM
• MonitorApp
• SMServer (disabled)
• NotificationService (disabled)
• CC2DCP (disabled)
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

A-16 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Agent M3 Expansion (x2) • OSMSProxyServer (disabled)

• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport (disabled)
• AspectSIPProxy (disabled)
• CTIServer (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer (disabled)
• AgentScoringWebService (disabled)
• NumberingPlanWebService (disabled)
• EventsWebService
• UnifiedAgentDesktop
• ImportExportWebService (disabled)
• ScreenCaptureWebService (disabled)
• LoggingServer
• CTIPS (disabled)
• JORAM
• MonitorApp
• SMServer (disabled)
• NotificationService (disabled)
• CC2DCP (disabled)
• ArbiterCenterCord: Common (disabled)
• ArbiterCenterCord: ComponentsInterfaceHTTP (disabled)
• ArbiterCenterCord: ComponentsInterfaceTCP (disabled)
• ArbiterCenterCord: HostInterfaceHTTP (disabled)
• ArbiterCenterCord: HostInterfaceTCP (disabled)
• ArbiterCenterCord: VoteInterfaceHTTP (disabled)
• ArbiterCenterCord: VoteInterfaceTCP (disabled)
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

Planning Guide Aspect Confidential | A-17

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Large Datamart - Primary • UNIFIEDIP_PRIMARY

• UNIFIEDIP_RECORDING
• EDM Loader
• Summarization Service
• Scheduled Reporting Service
• Logging Service
• ExternalReports
• UCCAdminDB
• KBaseDSN

Datamart - Secondary • EDM Loader (disabled)

• Summarization Service (disabled)
• Scheduled Reporting Service (disabled)
• Logging Service
• ExternalReports (disabled)
• UCCAdminDB (disabled)
• KBaseDSN
• UNIFIEDIP_BACKUP

A-18 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core - Primary • Centercord

• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• CC2DCP
• DCPSrv
• DBAccess
• AdminWebService
• IPNIQAdapter
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when feature is selected)
• UCLoadBalancer
• RTServer
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary (enabled when feature is selected)
• ArbiterCenterCord: Common
• NotificationService
• CBAServer

Planning Guide Aspect Confidential | A-19

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core - Secondary • Centercord

• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• CC2DCP
• DCPSrv
• DBAccess
• AdminWebService
• IPNIQAdapter
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when feature is selected)
• UCLoadBalancer
• LoggingServer
• RecordingStorage (disabled)
• ChatRecordingPrimary (enabled when feature is selected)
• ArbiterCenterCord: Common
• NotificationService
• CBAServer

A-20 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core Expansion - Primary • DBI

• AlertServer
• OSMSProxyServer
• ImportExport
• ScreenCaptureWebService (disabled)
• URMAdapter (disabled)
• UCCAdapter
• UCCAdapter:MULTICAST
• ExpertQuery
• AspectSIPProxy
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• LoggingServer
• JORAM
• MonitorApp
• RTServer (disabled)
• CTIServer
• NotificationService
• SMServer

Planning Guide Aspect Confidential | A-21

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core Expansion - Secondary • DBI

• AlertServer
• OSMSProxyServer
• ImportExport
• ScreenCaptureWebService (disabled)
• URMAdapter
• RTServer
• UCCAdapter
• UCCAdapter:MULTICAST
• ExpertQuery
• AspectSIPProxy
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• LoggingServer
• JORAM
• MonitorApp
• CTIServer
• NotificationService (disabled)
• SMServer

A-22 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Agent M3 Arbiter • ArbiterCenterCord: Common

• ArbiterCenterCord: ComponentsInterfaceHTTP
• ArbiterCenterCord: ComponentsInterfaceTCP
• ArbiterCenterCord: HostInterfaceHTTP
• ArbiterCenterCord: HostInterfaceTCP
• ArbiterCenterCord: VoteInterfaceHTTP
• ArbiterCenterCord: VoteInterfaceTCP
• OSMSProxyServer (disabled)
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport (disabled)
• AspectSIPProxy (disabled)
• CTIServer (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer (disabled)
• AgentScoringWebService (disabled)
• NumberingPlanWebService (disabled)
• EventsWebService
• UnifiedAgentDesktop
• ImportExportWebService (disabled)
• ScreenCaptureWebService (disabled)
• LoggingServer
• CTIPS (disabled)
• JORAM
• MonitorApp
• SMServer (disabled)
• NotificationService (disabled)
• CC2DCP (disabled)
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

Planning Guide Aspect Confidential | A-23

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Agent M3 Expansion (x4) • OSMSProxyServer (disabled)

• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport (disabled)
• AspectSIPProxy (disabled)
• CTIServer (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer (disabled)
• AgentScoringWebService (disabled)
• NumberingPlanWebService (disabled)
• EventsWebService
• UnifiedAgentDesktop
• ImportExportWebService (disabled)
• ScreenCaptureWebService (disabled)
• LoggingServer
• CTIPS (disabled)
• JORAM
• MonitorApp
• SMServer (disabled)
• NotificationService (disabled)
• CC2DCP (disabled)
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

Lab Datamart Lab • UNIFIEDIP_PRIMARY

• UNIFIEDIP_RECORDING (disabled)
• ScheduledReportingServer
• SummarizationServer
• EDMLoader
• ExternalReports
• LoggingServer
• UCCAdminDB
• KBaseDSN
• UNIFIEDIP_BACKUP

A-24 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core Lab • URMAdapter

• ViewpointCanvases
• UCCAdminServer
• UCCAdminServer:CNS
• UCCAdminServer:CNS_CLIENT
• UCCAdminServer:ASA
• UCCAdminAlert
• UCCAdminBulkImport
• UCCAdminBulkImport:DIAG
• UCCAdminChangeNotify
• UCCAdminWebServer
• UCCAdminWebServer:NOTIFY
• URMServer
• UCCAdmin_WebApp (disabled)
• URM_WebApp (disabled)
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP
• DBAccess
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService

Planning Guide Aspect Confidential | A-25

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

• IPNIQAdapter
• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr
• ExpertQuery
• OSMSProxyServer
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport
• AspectSIPProxy
• CTIServer
• UnifiedAgentDesktop
• ScreenCaptureWebService
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when the option is selected)
• UCLoadBalancer
• RTServer (disabled)
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary (enabled when the option is
selected)
• CBAServer

A-26 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Small 100 Datamart • UNIFIEDIP_PRIMARY

Non-HA • UNIFIEDIP_RECORDING (disabled)
• ScheduledReportingServer
• SummarizationServer
• EDMLoader
• ExternalReports
• LoggingServer
• UCCAdminDB
• KBaseDSN
• UNIFIEDIP_BACKUP

Planning Guide Aspect Confidential | A-27

A. Profiles and Component Distributions

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

Core • URMAdapter
• ViewpointCanvases
• UCCAdminServer
• UCCAdminServer:CNS
• UCCAdminServer:CNS_CLIENT
• UCCAdminServer:ASA
• UCCAdminAlert
• UCCAdminBulkImport
• UCCAdminBulkImport:DIAG
• UCCAdminChangeNotify
• UCCAdminWebServer
• UCCAdminWebServer:NOTIFY
• URMServer
• UCCAdmin_WebApp (disabled)
• URM_WebApp (disabled)
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP
• DBAccess
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService
• IPNIQAdapter

A-28 | Aspect Confidential Unified IP

 Single Tenant Profiles

Table A-3 Component Distributions for Mandatory Machines in Single Tenant Profiles.

Profile Server Type Unified IP Components Installed

• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr
• ExpertQuery
• OSMSProxyServer
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• ImportExport
• AspectSIPProxy
• CTIServer
• UnifiedAgentDesktop
• ScreenCaptureWebService
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording (enabled when option selected)
• UCLoadBalancer
• RTServer (disabled)
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary (enabled when option selected)
• CBAServer (enabled when option selected)

Planning Guide Aspect Confidential | A-29

A. Profiles and Component Distributions

A.4 Multi-Tenant Profiles

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

Small Core Landlord (and • URMAdapter

redundant) • UCCAdmin_WebApp
• URM_WebApp
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP
• DBAccess
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService (disabled on redundant)
• IPNIQAdapter
• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr
• ExpertQuery
• OSMSProxyServer

A-30 | Aspect Confidential Unified IP

 Multi-Tenant Profiles

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

• ImportExport
• AspectSIPProxy
• CTIServer
• UnifiedAgentDesktop
• ScreenCaptureWebService (disabled)
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording
• UCLoadBalancer
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary
• ArbiterCenterCord:Common
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• CBAServer
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

Planning Guide Aspect Confidential | A-31

A. Profiles and Component Distributions

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

Large Core Landlord (and • URMAdapter

redundant) • UCCAdmin_WebApp
• URM_WebApp
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP (disabled)
• DBAccess (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService (disabled on redundant)
• IPNIQAdapter
• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr (disabled)
• ExpertQuery
• OSMSProxyServer

A-32 | Aspect Confidential Unified IP

 Multi-Tenant Profiles

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

• ImportExport
• AspectSIPProxy
• CTIServer
• UnifiedAgentDesktop
• ScreenCaptureWebService (disabled)
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording
• UCLoadBalancer
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary
• ArbiterCenterCord:Common
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• CBAServer
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

Planning Guide Aspect Confidential | A-33

A. Profiles and Component Distributions

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

Small Core Tenant (and • URMAdapter

redundant) • UCCAdmin_WebApp
• URM_WebApp
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP (disabled)
• DBAccess (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService (disabled on redundant)
• IPNIQAdapter
• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr (disabled)
• ExpertQuery
• OSMSProxyServer

A-34 | Aspect Confidential Unified IP

 Multi-Tenant Profiles

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

• ImportExport
• AspectSIPProxy
• CTIServer
• UnifiedAgentDesktop
• ScreenCaptureWebService (disabled)
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording
• UCLoadBalancer
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary
• ArbiterCenterCord:Common
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• CBAServer
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

Planning Guide Aspect Confidential | A-35

A. Profiles and Component Distributions

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

Large Core Tenant (and • URMAdapter

redundant • UCCAdmin_WebApp
• URM_WebApp
• Centercord
• Centercord:AOD
• Centercord:AWD
• Centercord:CSL
• Centercord:LOG
• Centercord:IM
• Centercord:IPNIQ
• Centercord:CTIPS
• Centercord:URM
• DBI
• AlertServer
• CC2DCP (disabled)
• DBAccess (disabled)
• AgentWebService
• ProvisioningWebService
• SecurityWebService
• AlertWebService
• RecordingManagerWebService
• HostconWebService
• UDDirectorPresentationLayer
• AgentScoringWebService
• NumberingPlanWebService
• EventsWebService
• ImportExportWebService
• SMServer
• AdminWebService
• NotificationService (disabled on redundant)
• IPNIQAdapter
• UCCAdapter
• UCCAdapter:MULTICAST
• UCCAdminTomcat
• UCCAdminTomcat:NOTIFY
• JORAM
• MonitorApp
• DCPSvr (disabled)
• ExpertQuery
• OSMSProxyServer
• ImportExport
• AspectSIPProxy

A-36 | Aspect Confidential Unified IP

 Using the DeploymentConfigurationXMLReader Tool

Table A-4 Component Distributions for Mandatory Machines in Multi-Tenant Profiles. All profiles
redundant.

Profile Server Type Unified IP Components Installed

• CTIServer
• UnifiedAgentDesktop
• ScreenCaptureWebService
• CTIPS
• ChatServer
• ChatServer:CSL
• ChatLoadBalancer
• ChatWebService
• IMServer-EMAIL
• OutboundSMS
• IMServer-IM
• IMServer
• IMServer:LPORT
• IMRecording
• UCLoadBalancer
• LoggingServer
• RecordingStorage
• ChatRecordingPrimary
• ArbiterCenterCord:Common
• M3Server
• M3Server:Monitor
• M3Server:Plugin
• M3Server:DATACACHE
• M3Server:VXML
• M3Server:IVRDE
• CBAServer
• ERAServer
• ERAServerIPNIQ
• ERAIPNIQServer

A.5 Using the

DeploymentConfigurationXMLReader Tool
The DeploymentConfigurationXMLReader tool reads and displays the contents of the
DeploymentConfiguration XML file that you build and use to guide the Unified IP installation
process. See the Aspect Unified IP Installation Guide for information about the
DeploymentConfiguration XML file.

The DeploymentConfigurationXMLReader tool is packaged in a zip folder. To use the tool:

Planning Guide Aspect Confidential | A-37

A. Profiles and Component Distributions

1. Use Server Configurator to extract your system’s DeploymentConfiguration XML file and
place it in an accessible folder. (See the Aspect Unified IP Installation Guide “Maintenance”
chapter for procedure.

2. Extract the DeploymentConfigurationXMLReader tool from the zip folder.

3. Double-click the extracted application.

4. Click the File menu, select Open XML, and browse to the DeploymentConfiguration XML
file.
Note: You can also drag and drop an XML file into the tool.

5. Double-click the XML file to view the contents.

A-38 | Aspect Confidential Unified IP

 B
B. Ports

The Aspect Unified IP system is comprised of several logical servers, services, and software
processes. In order for an Aspect Unified IP system to perform optimally, the software
processes communicate using ports as well as varying protocols.

This section contains a listing of all Unified IP ports. Some of the ports within this listing may be
disabled. A system and network evaluation to determine which ports are used in a specific
customer environment can be requested as part of a custom security engagement.
Note: For Advanced List Management port data, see the Advanced List Management
Planning Guide.

This appendix includes the following sections:

• Guidelines for Port Usage

• Ports List Spreadsheet

B.1 Guidelines for Port Usage

When configuring ports for use with Unified IP, be aware of the following guidelines:

• General Port Guidelines

• RTP Resource Guidelines

• Firewall Guidelines

B.1.1 General Port Guidelines

When configuring ports for use with Unified IP, be aware of the following general guidelines:

• Installing more than one instance of a server on a single machine (IP address) is not
supported.

• Changing port defaults is not needed except to support third party software that has hard
coded ports.

• Changing ports is not needed for mult-tenants. Many servers are shared by tenants. Those
servers run per tenant are run on a separate Window OS instance with a separate IP
address.

• The Post Office IMAP4 Service and SMTP Service must point the same Exchange Server.

Planning Guide Aspect Confidential | B-1

B. Ports

B.1.2 RTP Resource Guidelines

When configuring ports on the Unified Media Server, refer to the following specifications.

• G711 provides the most resources, giving the Unified Media Server a total of 2200 ports
without encryption. These resources are configurable across the 4 RTP CPUs equally, but
are supplied by a single RTP interface labeled RTP A on the back of the unit. There is
failover configurable for the second RTP port labeled RTP B, on the Unified Media Server if
needed.

• Each CPU carriers 550 G711 resources per CPU with encryption turned off.

• The internal Recordings on the Unified Media Server no longer consume RTP resources
and are streamed directly to the file system from the telephony components. Each RTP
CPU is capable of recording 150 channels, for the total of 600 recording channels.
Provisioning should take this into consideration. For example, if 100% agent recording is
used, no more than 150 agent trunks should be provisioned per RTP CPU.

• The resources listed below are configurable and can be provisioned as required. These
resources use the port numbers 20000 to 32799 local to the RTP CPU (even ports are
RTP, odd ports are RTCP).
• Agent RTP channels
• Inbound RTP channels
• SVI channels (For the UMS it is required to configure the SVI channels in URM under a
resource group with other Telephony units)
• AQM channels (if AQM recordings are implemented)
• Outbound RTP channels

• Changes in the SVI configuration on the Unified Media Server, reserve the identified
channels under the Resource Group for this type of communication.

• See the Unified IP Unified IP Ports List for infornmation about the ports on the Unified
Media Server must be open in order to allow proper functionality of the unit.
Note: Echo Cancelers are automatically engaged for the TDM circuits preventing any need to
provision them.

B.1.3 Firewall Guidelines

In general, Aspects recommends that you install the Unified IP servers on a separate subnet
so that all inter-server traffic is isolated and hidden from the corporate network. By
implementing this type of deployment, all inter-server traffic can be left open and the only
firewalling you need is for traffic leaving the subnet to external clients. The ports list indicates
the ports that you must open for external clients (a small subset compared to the entire port
list).

When configuring the firewall ports required by Aspect, note that:

• All UDP Ports should be set up as bi-directional.

B-2 | Aspect Confidential Unified IP

 Ports List Spreadsheet

• For TCP, only the firewall needs to be the listener.

When installing chat components, it is important that you install them within the firewall along
with the other core servers. Ensure that you do not install any of Unified IP components in the
DMZ (Demilitarized Zone or Perimeter Network). This ensures that the only firewall open port
requirement is for the Chat IIS web server port (default value of 80), which improves security in
the Unified IP Chat solution. If your environment requires an intermediate server in the DMZ,
you can use a reverse proxy, but this component is the customer’s responsibility to maintain.

B.1.3.1 Client Side Ports

These ports are typically used for client side of the IP connection to the server ports listed in
the following tables. In each IP connection, there is a server port and client port. The client port
is usually a Dynamic port. Each connection is based on the server port. Firewall rules allow or
block using the server port, and may use server address (machine), and sometimes the client
address. The client port is not needed and should not be used in firewall rules, as some
applications may use a random port for client side.
Note: On the PC side the Aspect SIP Softphone relies on the operating system to pick a
random ephemeral port in the range 49152 – 65535 for local SIP and RTP port
selection. It is possible to change either of the SIP or RTP port ranges, where the range
may be any integer between 0 and 65535. If the default ranges are overridden then it is
important to use ranges that do not overlap to avoid conflicts between SIP and RTP as
well as other applications. For example, using a port number in the well-known-port
range of 0 to 1023 is discouraged as conflicts are very possible with other well-known
applications. The SIP Protocol governs which ports are selected, within the ranges
explained above, for a call between the SIP Phone and the Unified Media Server.

B.1.4 Ports That Support Secure Access

For those services that support secure access and have multiple ports listed in the
spreadsheet described in the following section, ports marked TLS are secure. Also, ports not
specifically marked TLS are also secure if the port number terminates with the digits “43”.

B.2 Ports List Spreadsheet

Aspect maintains a port list in the form of a sortable Excel spreadsheet that is posted in the
Unified IP page in the Aspect Active Learning portal (AAL). The spreadsheet is organized by
service name, provides the UDP/TCP ports listened on for each service. The default port
numbers are used by the Deployment Wizard Tool. Ports that are indicated "Hard Coded"
cannot be changed. The machine listed in the Machine column for each entry identifies the
Host Machine (installation CD image) on which the service runs. The Num Sort column is used
to sort the sheet numerically by the main port for each server. For details of host machines
required for all supported profiles, see Appendix A, Profiles and Component Distributions. The
External Client column provides guidance if setting up a firewall around the core servers.
Note: When configuring ports for use with Unified IP, be aware of the guidelines listed in
Guidelines for Port Usage on page B-1.
Caution: Ensure that ports required for use with your implementation are open on both the
machine running the service and the client machine communicating with the

Planning Guide Aspect Confidential | B-3

B. Ports

service. If the correct ports are closed for any reason, the Unified IP system cannot
run the associated service, which is some cases causes other services to fail as
well.

B-4 | Aspect Confidential Unified IP

 C
C. Telephony Planning Checklists

This appendix enables you to determine and define the parameters needed to set up your
UMS prior to the installation of the Aspect Unified IP system components.

These planning checklists contain the items needed for a successful installation of the Aspect
Unified IP system. Print a copy of the checklist to use during installation. Place a checkmark in
the box to designate completion or selection of an item.

C.1 Unified Media Server

C.1.1 Unified Media Server Protocol Rules

When implementing a Unified Media Server deployment, be aware of the following guidelines:

• There is one telephony card for non RTP channels included on the Unified Media Server,
this card is split into 4 subsections each controlled by a single CPU.

• Each TDM CPU has 248 PCM resources that are pooled for system wide use.

• The maximum number of spans per E1/T1 subsection is 4 (a total of 16 for all four
subsections).

• For non-SIP systems, this enables you to run M3 or predictive dialing on all spans.

• There are 16 TDM ports which can be used for non-SIP telephony configurations. On a
Unified Media Server all the TDM ports can be used to maximum capacity. These channels
can also fulfill this capacity concurrently in predictive and M3 dialing. However if a system is
using RTP channels these resources may be consumed for similar functions.

• The maximum number of channels of concurrent recordings per Unified Media Server
Telephony Subsystem is 600.

• The VOIP RTP channels on the UMS are split equally between 4 CPUs internal to the unit.
It is required that Agent, Inbound, Outbound, SVI and AQM channels are divided equally
under the 4 CPU assignments.

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C. Telephony Planning Checklists

• The following table provides capacity numbers for the Unified Media Server.

Capacity Comments

Total Agents / UMS 1340 2200 G.711 + 480 E1

channels => 2680 ports or
1340 agents

Total Agents w/ 100% 600 150 per CPU

recording

Total Conference legs 2800/1600 1800 legs used for 600

recordings + 250 four party
conferences or 400 four
party conferences without
recording

PCM resources 992

G.711 RTP Channels 2200

G.711 SRTP Channels 1600

G.729 RTP Channels 1200

G.729 SRTP Channels 1000

G.722.1 RTP Channels 1600

G.722.1 SRTP Channels 1200

G.723.1 RTP Channels 800

G.723.1 SRTP Channels 700

G.726 RTP Channels 1400

G.726 SRTP Channels 1000

G.722.2 RTP (AMR-WB) 376

G.722.2 sRTP (AMR-WB) 320

AMR RTP Channels 800

AMR SRTP Channels 720

Max E1 ISDN channels 480

Max T1 ISDN Channels 368 384 T1 CAS Channels/368

T1 ISDN Channels

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 Unified Media Server

C.1.2 Unified Media Server Checklist

The following information is needed for each Unified Media Server:

Description Checked

Extended SVI Not using native call recording? …[ ] 

Using Unified Media Server controller RTP for SIP ? …[ ]
Note: If both checked, see Extending the SVI in RTP Resource
Guidelines on page B-2.

Does Unified Media Server need to be configured ? [ ] (yes or [ ] no)

Note: SVI is only provided under the RTP A port on the Unified Media
Server. (RTP B is used if failover is triggered). The details for
this setup and allocation of channels for SVI use are provided in
the Aspect Unified IP Unified Resource Manager System
Administrator Guide. There is either a designated number of
channels configured, or SIP Refer is enabled.

C.1.3 Unified Media Server Supported Protocols

The following table lists all te protocols supported by the Unified Media Server.

Protocol List ISDN23 supported ISDN30 supported E1 supported T1 supported

Protocol Protocol protocol protocol

EM4 X

EM4_DT X

LOOP X

GROUND X

R2_COMP X

MELCAS X

R2_COMP2 X

NI2 X

NET5 X

4ESS X

4ESS_TR X

5ESS X

5ESS_TR X

DMS100 X

KDD X

NTT X

Planning Guide Aspect Confidential | C-3

C. Telephony Planning Checklists

Protocol List ISDN23 supported ISDN30 supported E1 supported T1 supported

Protocol Protocol protocol protocol

QSIG X X

QSIG_S X

C-4 | Aspect Confidential Unified IP

 D
D. Installation Checklist

The purpose of this checklist is to ensure that all necessary issues have been addressed
concerning site preparation for the installation of your Unified IP system.

This document is a prerequisite for scheduling air travel for Aspect personnel involved in your
installation. Delays due to incomplete items in this checklist can seriously jeopardize a timely
installation. If you have any questions or concerns on how to accomplish these tasks, please
contact your Aspect Project Manager for assistance.
Note: See the Baseline Installation Document (BID) for details.

Review and return this signed form to the attention of your Project Manager by email or fax.

Tasks Pass Fail Date/Time

Physical Set Up

Change request to Data Center administration for Rack  

Mount

Server Room Rack Assignment  

Server Room Conditions: Lights, Temperature, and so on  
Shelf for UMS Rack Mounted  
UPS installed and tested  
Power outlets  
Aspect Software media is on site with correct version.  
Create Accounts

Create all necessary accounts including the Install Account  

(Unified IP Install Account Requirements on page 3-2) and
the Service Accounts (Service Accounts on page 3-32).

Network

Network IP Address:  
Unified IP Servers  
Administrator Workstations  

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D. Installation Checklist

Tasks Pass Fail Date/Time

Support Stations  
Network Laser Printer  
Server OS requirements  
All servers must be Windows 2012 or 2016.

All Agent Workstations.  

Supported operating systems are:
• Windows 7 Professional SP1 32 bit
• Windows 7 Professional SP1 64 bit
• Windows 8.1 32 bit, 64 bit and ARM
• Windows 10 November Update and later
• Windows 2008 R2 Standard or Enterprise
• Windows 2012 R2 Standard or Datacenter
• Windows 2016
If you have any unsupported PCs in your environment, alert
the Aspect Project Manager immediately.

Support workstation available (required for Remote Access)  

KVM or equivalent (RDP) video, keyboard, mouse monitor  
device installed and ready for use for server access.

Local or Domain Admin “Aspect” account is created on each  

server for installation.

Machine requirements are verified (processor, RAM, DVD  

drive partitioning, and so on).

VMware/HyperV OS installed and disk partitioned per Aspect  

requirements.

Confirm that the OS language setting matches the version of  

software to be installed.

Ensure that the OS virtual memory setting for all Windows  

based Unified IP Servers is set to Windows Managed
(Preferred Setting). If not, then it should be set to 1.5-2 times
the amount of the available RAM. For example, if a server
machine has 4GB RAM, the virtual memory should be a
minimum of 6GB - 8GB.

Exceptions:
• If Server RAM is > 8GB - only set to a max 4GB.
• If Customer Policy is for Windows Manage settings, then
do not set manual values.

WIndows update disabled .  

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 Installation Checklist

Tasks Pass Fail Date/Time

Microsoft Silverlight 4 or higher installed on all agent  

desktops that will run the Unified Agent Desktop application.

Ensure Remote Desktop (RDP) is installed on all servers.  

Confirm authentication method (AD, LDAP, Radius, or IAS).  
Landlord user accounts created.  
Antivirus software is installed with exclusions defined.  
Provide service accounts with the proper rights.  
Confirm if "Teaming" will be used; if yes, specify whether it is  
failover or load sharing. Certain servers cannot use NIC
Teaming.
Note: When using multiple NICs, multihomed hosting is not
supported. Servers cannot have multiple IP
Addresses that connect to the customer’s network.

Active Directory Available for Configuration

Ensure server names conform to the Microsoft AD guidelines  

for server naming as listed on the Microsoft web site.

Domain  
IP Address of Domain Server  
Port for AD Server Communications  
Security

Provide procedures for Server room and Network access  

paperwork for Aspect on-site personnel.

Security Badge  
Background Check  
Applicable firewall ports opened bidirectional  
Vehicle security access  
Data Center Contact List if different from main contact list  
ASRA for secured remote access  
Telephony

Telephone cables from PBX to Media Server built and  

tested. This includes:

Cables from PBX/Gateway to Media Server  

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D. Installation Checklist

Tasks Pass Fail Date/Time

Cables from PSTN to Media Server  

Circuits configured and operational  
Signaling protocols conform to Aspect specifications  
D-mark (NIUs) installed or accessible  
Inbound circuits have “reroute” set at the carrier level for  
circuit busy or equipment failures.

CSUs for each circuit coming from the central office  

(Carrier)

Cabling from the Dmark to the CSUs  

Correct number of lines installed and tested  
Dedicated DNIS for inbound testing purposes  
Telephony installed and operational.  
Main number for inbound campaigns  
Agent Work Area

Cubicles/desks and chairs installed; adequate lighting  

installed.

Power outlets tested  

UPS systems for individual agent PCs installed and tested (if  
applicable)

Telephones installed and tested for dial tone  

Network cables/connections installed and tested  
If a Greenfield installation, a Certificate of Occupancy has  
been issued.

Client Host Application and Database

Agents have working host or database IDs and passwords (if  

applicable).

Agents are trained on use of host or database system (if  

applicable).

Client has a plan of action for completing integration  

development without impacting system cutover date (if
applicable).

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 Installation Checklist

Tasks Pass Fail Date/Time

File Transfer Procedures Tested

This includes:

Call table download file can be generated according to  

format in the End User Configuration Guide.

Sample download file sent to Aspect for review.  

File transfers tested in as close-to-production environment  
as possible.

Client Personnel Resources

Telecommunications personnel  
Personnel in charge of the FTP process send and receive  
the download

Data communications personnel (for example, LAN  

administrators, host application administrators, and so on)

Unified IP System Administrators/Project Manager/Point of  

Contact; a client-designated individual responsible for the
successful implementation of the project (must have
attended and completed Certified Unified IP Administrator
course).

Agents Properly Trained in the Following Applications

Windows operating system, as appropriate  

Client Application(s)  
Phone System Tasks  
Email Configuration

Supported email software is installed:  

• Microsoft Exchange Server 2013 with SP1, Microsoft
Exchange Server 2016 and Microsoft Office 365

• Microsoft Outlook:
• Office 2013 Outlook Client 32-bit (Office
Professional Plus)
• Office 2016 Outlook Client 32-bit Professional
Plus
• Outlook Client for Office 365 – 32-bit

(integrated with an Aspect Unified IP desktop

application installed on a customer provided
workstation).
An Inbound Email license purchased and enabled for the  
system (Customer Provided).

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D. Installation Checklist

Tasks Pass Fail Date/Time

AutoDiscover service is provided by the Client Access  

Server (CAS) role. It is a requirement that you have at least
one Microsoft Exchange Server with the CAS role installed,
deployed in the organization.

Microsoft Exchange Receive Connector used for SMTP  

communications is set to listen on port 25, It must not be
blocked by anti virus software on server running Microsoft
Exchange Receive Connector (SMTP).

Domain of Email Addresses  

IP Address of Email Server Machine (running Unified IP)  
Test EMAILS Accounts with User ID / Sign-On prepared and  
available for Aspect. Accounts created include: Inbound
Email, Outbound Email, and Review Email (required per
service).

SMTP and IMAP confirmed enabled on Exchange Server  

Exchange Receive Connector used for SMTP  
communications is set to port 25 on Microsoft Exchange
Server machine.

Exchange Receive Connector option for Receive Relay is  

enabled and the IP Address of the UCM server(s) is added
to the list of servers for which relays are accepted.

Exchange Receive Connector is configured with the  

following permissions:
• Accept Authoritative Domain Sender
• SMTP-Accept-Any-Sender

These permissions are granted using the Exchange

Management Shell.

Client Access Server (CAS) role installed on Exchange  

Server. Installing this role provides the required Autodiscover
Service.

Mailboxes for Unified IP configured with these item Access  

Rights: Read, Edit, and Delete. (Customer Provided)

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 Installation Checklist

Tasks Pass Fail Date/Time

The Aspect Unified IP UCM and UC Media Load Balancer  

uses an EWS Managed API for email communication, and
are configured by default to communicate only through
HTTPS. For secure email communication using the Unified
IP UCM and UC Media Load Balancer server, no certificate
manipulation or user supplied configuration values are
required during the install process. By default, .NET checks
whether the certificates are signed by a certificate from the
Trusted Root Certificate store. This behavior is overridden
using the
System.Net.ServicePointManager.ServerCertificateValidatio
nCallback property. If no custom assembly is found at
runtime by the Unified IP UCM and UC Media Load
Balancer, it will accept all certificates by default. However,
the customer must engage the Aspect Professional Service
team to confirm that the certificate validation callback code
or logic used meets the security requirements of the
customer organization. This assembly is in the form of a C#
dll which is loaded during runtime by the Unified IP UCM and
UC Media Load Balancer server.

For Chat and Email functionality, the  

AspectChatEmailOCX.MSI nust be installed On Agent
Desktop client machines.

Chat Configuration

IP Address of Public Chat Server  

Port address  
Test Chat Script ready for internal testing (or use default  
Aspect script)

Test plan for external script creation  

Port 80 open to external on Media Server  
TCP port available (if applicable)  
For Chat and Email functionality, the  
AspectChatEmailOCX.MSI must be installed On Agent
Desktop client machines.

Outbound SMS Messaging Configuration

Multimedia Options - Multiple Unified Communications  

Media (UCM) Servers.

Account with Red Oxygen (unless using a third party SMS  

provider that requires a custom SMS client installation).

• Microsoft Exchange Server 2013 with SP1, Microsoft  

Exchange Server 2016 and Microsoft Office 365

Client Access Server (CAS) role installed on Exchange  

Server. Installing this role provides the required Autodiscover
Service.

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D. Installation Checklist

Tasks Pass Fail Date/Time

Mailboxes for Unified IP configured with these item Access  

Rights: Read, Edit, and Delete.

Exchange Receive Connector used for SMTP  

communications is set to port 25 on Microsoft Exchange
Server machine. Ensure anti-virus software does not block
port.

Exchange Receive Connector Transport Layer Security  

(TLS) option is enabled to offer TLS transmission by default
to all messages received by the connector. This option is a
part of the Connector Properties.

Exchange Receive Connector option for Receive Relay is  

enabled and the IP Address of the UCM server(s) is added
to the list of servers for which relays are accepted.

Exchange Receive Connector is configured with the  

following permissions:
• Accept Authoritative Domain Sender
• SMTP-Accept-Any-Sender

These permissions are granted using the Exchange

Management Shell.

Exchange Server Internet Email Settings for Outgoing  

Server are configured with the following options enabled:
• My outgoing server (SMTP) requires authentication
• User same setting as my incoming mail server

Inbound Instant Messaging Configuration

Multimedia Options - Multiple Unified Communications  

Media (UCM) Servers.

Lync Server 2013 client softeware installed on each agent  

machine that will take IM calls.

Domain Name of Lync Server 2013  

Application Pool - the Fully Qualified Domain Name  
(FQDN) of the pool of UCM servers to be load
balanced.
Ensure that Core machines and the UCM servers are  
members of the same domain as the Lync Server.

Ensure that DNS A Records are created for DNS Load  

Balacing for Inbound IM Communication. See Chapter 10 in
the Aspect Unified IP System Configuration Guide.

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 Installation Checklist

Tasks Pass Fail Date/Time

Obtain a Certificate from Certificate Authority (internal/third-  

party) (details for importing and installing the certificate are
provided in the Unified IP System Configuration Guide).

Have the following certificate information available:

• PFX certificate file name
• Certificate thumbprint
• Certificate file path
• Password to be used for exporting the PFX file

If you are implementing UCM High Availability (HA):  

There are two options If implementing High Availability (HA):

DNS-based Load Balancing requirements

• All UCM server IP addresses must be added to Active
Directory to resolve Trusted Application Pool lookup.

Hardware Load Balancing requirements

• The hardware load balancer (HLB) must meet Microsoft
Lync Server requirements.
• You must have the hardware load balancer Fully
Qualified Domain Name.
• You must have the UCM IP address and a service port
value of 15181 configured or each UCM server
configured in the HLB.

See the Unified IP System Configuration Guide for more

information and prerequisites.

CTI Avaya PBX Configuration (Unified IP uses different naming conventions for the following
values. The naming associations required for configuration are located in the Aspect Unified IP
Integration Guide.)

Verify if CTI licensing is available for the following:

Avaya PBX TSAPI  

• Application Enablement Services (AES) Machine Name
• AES Server Login
• AES Server Password
• VDN
• Business description of the route
• Hunt Group Extension/Queue
• Business description of the queue
• Agent ID
• Method for making inbound test calls (for example,
9+123+VDN)
• Avaya phone extension

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D. Installation Checklist

Tasks Pass Fail Date/Time

Avaya CVLAN  
• CVLAN
• Avaya CVLAN
• IP of MAPD Card
• Port number on MAPD Card
• Node ID (typically, signal01)
• VDN
• Business description of the route
• Hunt Group Extension/Queue
• Business description of the queue
• Method for making inbound test calls (for example,
9+123+VDN)
• Avaya phone extension

CTI Reactive Blending

CTI solution matches Hardware and Software Guide  

specifications

Avaya TSAPI client (Avaya only)  

Aspect Advanced Voice Portal 19

Confirm that the IVRDE Web Service component is installed  

and configured as described in the Aspect Unified IP 7.4
Integration Guide.

Screen Capture Configuration (does not support high screen resolutions, dual monitors, encryption,
active web pages, Flash, or Shockwave) To use this feature, you must select Screen Capture in the
optional features screen.

Screen Capture Server(s) ready  

IP Address of Screen Capture Server(s)  
2 Domain user accounts and passwords set up in the same  
domain; used for Service Account and Application Access
for the Proxy Gateway Machine (separate from the Server
user login and password)

Screen Capture recording area where Proxy Gateway is  

installed
Note: Aspect only supports Unified IP Screen Capture
configurations that include the Proxy Gateway,
Screen Capture Server, and Recording Storage on
the same LAN. Also, all agents and supervisors must
be collocated on the same LAN as the Proxy
Gateway, Server, and storage.

Screen Capture storage area (typically where primary audio  

storage is located)

Screen capture local recording space is on the SC server.  

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 Installation Checklist

Tasks Pass Fail Date/Time

Screen capture is not installed in a remote desktop  

environment.

Process to load Proxy Network Software on Client PCs  

(Agents)

Ask an Expert Configuration

Microsoft Lync Server 2010 or 2013 installed and configured.  

Note: Lync Server 2013 required for Sharepoint Search
option.
Note: Unified IP can only interface with one Lync Server
per tenant.

Expert Workgoups identified.  

Expert users configured as Lync Server users with SIP URIs  
in the corporate Active Directory or LDAP.

Communications protocol is determined. The choices are  

Transport Layer Security (TLS) if you are implementing SIP
encryption, or Transmission Control Protocol if you are not.

Ensure that there is a trust relationship between the  

Lync Server and Unified IP.
Lync Server running on the workstation of each Expert and  
each agent.

Ensure that the deployment configuration file includes the  

Lync Server system.

Aspect SIP Proxy required (for details, see the Unified IP  

System Configuration Guide).

For Instant Messaging with voice escalation:  

• Mediation Server used with Unified IP is updated
with the following:
- DCP RTP (ANET Port) IP address
- Port 5060
• Required information obtained from the Mediation Server
General Information tab (required for SIP configuration:
- Gateway Listening IP Address
- Gateway Listening Port
- Mediation Server name(s)
- Mediation Server IP address(es)

One Lync Server Mediation Server is available for each  

Unified Media Server.

SIP (Unified IP supports a maximum of two SIP Proxy Servers)

To use this feature, you must select SIP Proxy in the optional features screen.

Aspect SIP Proxy location defined  

IP Address of SIP Proxy Server(s)  

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D. Installation Checklist

Tasks Pass Fail Date/Time

SIP protocol used (for example, G711. G722, G722.1, or  

G729)

SIP call routing defined from Aspect through endpoints.  

IP Addresses of Customer Gateway  
SIP 2.0 Complaint Soft phones or Hard phones ready.  
VMware

Review the Aspect Virtualization Guide to determine all  

VMware installation and configuration requirements.

Hyper-V

Review the Aspect Virtualization Guide to determine all  

Hyper-V installation and configuration requirements.

Disaster Recovery Implementation

If implementing Disaster Recovery for the Unified IP  

deployment, ensure that the customer requirements are
determined and agreed upon.
Note: For details of implementation, see the Unified IP
Disaster Recovery Guide.

High Availability Implementation

Note: All profiles are redundant by default  

Unified IP Enterprise Routing
To use this feature, you must select IPNIQ Adapter in the optional features screen.

A minimum of two Aspect systems:  

• Two Unified IP 7.3 system

Broker Server acquired as per specification (note server  

name and IP address, which are requested during
installation).

For VoIP implementations, ensure that there is at least one  

Aspect Proxy Server.

Unified Command and Control – Real-Time Reporting

Ensure that Internet Explorer 11 or later is installed on the  

server or any workstation used for report viewing.
Note: Verify that IE is not customized in any way (no
plug-ins or add-ons such as toolbars).

LYRICall Designer

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 Installation Checklist

Tasks Pass Fail Date/Time

A corporate user ID that a LYRICall Designer script writer  

logs in with requires special account permissions. Please
confirm that these users have the permissions needed to
read, write, execute, and delete both files and folders in the
Windows shared folders that Designer publishes scripts to.
These shared folders are typically located on the Unified IP
expansion portal(s) and are typically named
“CCPROLYRICall_epro” and “UADLYRICALLScripts”.

Nortel Communications Server

The licensing used on the PBX is Associated Set (AST) license for physical devices and also the
licenses for logical devices for agents, ACD queues, and Customer Defined Network (CDN).

Verify if CTI licensing is available for the following:

• UIP Stations - Directory numbers (TN Terminal Number  

AST)
• UIP PositionID - Position IDs (TN Terminal AST)
• UIP ACD Group - ACD queues (Agent license)
• UIP ACD Logon - ACD agents (Agent license)
• UIP Route Point - CDN point (AST and CDN license)
• Dynamically-assigned trunks not in URM - PBX trunks
(TN Terminal Number AST)

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D. Installation Checklist

D-14 | Aspect Confidential Unified IP

 E
E. System Capacities

This Appendix describes the Unified IP system capacities.

E.1 System Capacities

Unified IP has certain inherent capacity limits that determine such things as how many agents
can be configured in the system, and how many agents can be logged in simultaneously. The
following sections provide an overview of these capacities.

E.1.1 System Capacity Guidelines

The limits listed and described in Table E-1 are enforced by Unified IP Centercord. The limits
listed and described in Table E-2 are enforced by Unified Command and Control -
Administration.

Limits Enforced by Centercord

Unified IP Centercord enforces the limits listed in Table E-1, below, and described in Table E-3
on page E-4. When a limit is exceeded, an alert is generated and displayed to the user.

In Unified IP, limits vary depending on which deployment profile is selected. These limits are
listed in Table E-1. All the values in this table are maximums.

Table E-1 Resource Limits Enforced by Unified IP Centercord

Limit by Profile

Profile (Number of Agents) Lab (up Small Small Small Medium Large
to 20) 100 Non- 250 Non- (up to (501 - (1001 -
HA (up HA (up 500) 1000) 2000)
to 100) to 250)

Element

Configured Agents 60 300 750 1,500 3,000 6,000

Agents Active 20 100 250 500 1,000 2,000

Active Supervisors 1 20 20 25 50 100 200

Simultaneous Active Voice 1,100 1,100 1500 3,000 6,000 10,000

Sessions

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E. System Capacities

Limit by Profile

Profile (Number of Agents) Lab (up Small Small Small Medium Large
to 20) 100 Non- 250 Non- (up to (501 - (1001 -
HA (up HA (up 500) 1000) 2000)
to 100) to 250)

Element

CTI Connections 3 3 3 3 3 3

Active Services per Agent 2 128 128 128 128 128 128

Total Services for all Active Agents 2,640 32,000 32,000 32,000 32,000 64,000

Resource Groups per Service 64 64 64 128 128 128

Services 300 300 750 2,400 2,400 2,400

Configured Agents per Service 60 300 750 1,500 3,000 6,000

Connected UMS units 1 18 18 18 18 18

Voicemail Groups 200 200 500 2,048 2,048 2,048

Workgroups 64 64 128 256 256 512

Resource Group Members 64 64 64 256 256 256

AOD Feed Services per Client 60 64 128 1,000 1,000 1,000

ALM Client Connections 4 12 12 12 20 20

Active Calls (voice and non-voice) 1100 1000 2750 5,500 11,000 22,000

AQM Recordings 60 100 800 512 800 800

Route Access 128 128 128 128 128 128

Timezones 1024 1024 1024 1024 1024 1024

1
Exceeding this limit could cause performance issues.
2
Note (total_active agents x (service/agent+2)) cannot be more than (total Services for all active agents).

Limits Enforced by Unified Command and Control -

Administration
Unified Command and Control - Administration enforces the limits listed in Table E-2, below,
and described in Table E-3 on page E-4. All the values in this table are maximums.

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 System Capacities

Table E-2 Limits Enforced by Unified Command and Control - Administration

Limit by Profile

Profile (Number Lab (up Small Small Small Mediu Large Small Large
to 20) 100 250 (1001 - Multiten Multiten
of Agents (Up to m (501 ant ant
Non- Non- 500) - 1000) 2000)
HA HA

Element
(Maximum)

Configured Users 60 300 750 1,500 3,000 6,000 750 1.500

Configured Agents 60 300 750 1,500 3,000 6,000 750 1,500

Configured Directors 20 60 150 300 600 1,200 150 300

Configured Experts 20 60 150 300 600 1,200 150 300

Skills 300 300 750 1,500 3,000 6,000 750 1,500

Skills Per Agent 64 64 128 256 256 256 128 256

Skills Per Service 16 16 16 16 16 16 16 16

Agents Per Service 300 300 750 1,500 3,000 6,000 750 1,500

Chat Messages 300 300 750 1,500 3,000 6,000 750 1,500

IM Messages 300 300 750 1,500 3,000 6,000 750 1,500

Email Accounts 300 300 750 1,500 3,000 6,000 750 1,500

Email Messages 1,024 1,024 1024 1,024 1,024 1,024 1,024 1,024

Email Signatures 1,024 1,024 1024 1,024 1,024 1,024 1,024 1,024

Email Attachments 1,024 1,024 1024 1,024 1,024 1,024 1,024 1,024

Email Greetings 1,024 1,024 1024 1,024 1,024 1,024 1,024 1,024

Email Closings 1,024 1,024 1024 1,024 1,024 1,024 1,024 1,024

Schedules 1,024 1,024 1024 1,024 1,024 1,024 1,024 1,024

Call Data Definitions 300 300 750 1,500 3,000 6,000 750 1,500

Limits Not Enforced by Centercord or Unified Command and

Control - Administration
In addition to the limits enforced by Centercord and Unified Command and Control -
Administration, there is a limit of 40,000 Exclusions that applies to each of the supported
deployment profiles.

E.1.2 Element Descriptions

This section provides detailed descriptions for the elements listed in Table E-1 and Table E-2.

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E. System Capacities

Table E-3 Definitions of Elements

Element Description

Configured The maximum number of agents that can be configured in the system.
Agents

Active Agents The maximum number of agents that can be logged in simultaneously.

Simultaneous The maximum number of voice calls that the system can handle simultaneously.
Active Voice
Sessions

Connected UMS The maximum number of Unified Media Server units that can be simultaneously connected to the system.
Units

CTI Connections The maximum number of connected Telephony Switches – including UMS and CTI Servers. NOTE: the
administrator may configure more Switches than this value. However, a maximum number of
Switches(MAX_SWITCHES) may connect at any given time.

Active Services The maximum number of Services assigned to any given Agent. Only this number of Services is allowed to
per Agent be assigned to an agent. If the maximum is reached – an alert will be generated. It should also be noted
that Disabled or Inactive Services are not assigned to an agent.

Total Services The maximum total number of all Services associated with all agents. The administrator may over-provision
for all Agents the system in this case. However, the limit will be enforced at run-time. Also note that Disabled or Inactive
Services are not assigned to an Agent. Due to a limitation in the SMServer for Real-Time Reporting – the
Centercord will limit the total number of Services loaded and associated with Agents. The default value is
64000 for all profiles. When the current total is 80 to 99 percent – the Centercord will generate an alert to
warn the system administrator that they are approaching the limit. When the total reaches the limit, the
Centercord will reject Agent login requests.

Resource The maximum number of Resource Groups (trunks, for example) that can be assigned to a Service.
Groups per
Service

Services The total maximum number of Services that can be created. This includes Inbound, Outbound, Email, Chat,
IM, Workflow, SMS, M3 etc. If the maximum number of Services has been exceeded, an error code is
generated indicating that the maximum has been exceeded. In this case, the administrator is required to
delete an existing Service in order to create a new one. If the site is not using the largest profile, the
customer may contact the sales department to upgrade the profile.

Voicemail The maximum number of Voicemail Groups that can be defined by the administrator. A Voicemail group is a
Groups subset/collection of existing voice mail boxes. A Voicemail group is assigned a specific mail box. If a voice
mail is left for a group voice mail box – all member voice mail boxes are notified and may listen to the voice
mail.

Workgroups The maximum number of Agent Workgroups that can be defined by the administrator.

Configured The maximum number of agents current logged-in and assigned to a Service. The administrator can assign
Agents per more agents than this value to any given Service. However, at run-time, the system will only permit this
Service number of logged-in agents to be assigned to any given Service.

Resource Group The maximum number of Resource Groups allowed to configure the system. When the maximum number
Members of Telephony Servers configured for a Resource Group has been met, Centercord will not add the next
Telephony Server as a member and will generate an alert.

AOD Feed The maximum number of Outbound Feed Services per AOD Feed Client that can be assigned by the
Services/Client administrator.

ALM Client The maximum number of Advanced List Management systems that can be connected to Unified IP system.
Connections

Active Calls The maximum number of inbound and outbound calls of all types that a system can handle simultaneously.
(voice and non-
voice) 1

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 System Capacities

Element Description

AQM The maximum number of AQM recording sessions that can occurr simultaneously.
Recordings

Route Access The maximum number of Route Accesses that can be defined by the administrator.

Timezones The maximum number of discrete time zones that can be defined in the system.

Configured The maximum number of Users of all types that can be configured in the system.
Users

Configured The maximum number of Directors that can be configured in the system.
Directors

Configured The maximum number of Experts that can be configured in the system.
Experts

Active The maximum number of Supervisors that can be logged in simultaneously.

Supervisors

Skills The maximum number of Skills that can be configured in the system.

Skills per Agent The maximum number of Skills that can be configured in the system for each agent.

Skills per The maximum number of Skills that can be configured in the system for each service.
Service

Agents per The maximum number of Agents that can be configured in the system for each service.
Service

Agents per The maximum number of Agents that can be configured in the system for a single tenant.
tenant

Tenants The maximum number of Tenants that can be configured in the system

Chat Messages The maximum number of Chat Messages that can be processed simultaneously.

IM Messages The maximum number of IM Messages that can be processed simultaneously.

Email Accounts The maximum number of Email Accounts that can be set up in the system.

Email Messages The maximum number of Email Messages that can be configured in the system.

Email The maximum number of IEmail signaturesthat can be configured in the system.
Signatures

Email The maximum number of IEmail Attachments that can be configured in the system.
Attachments

Email Greetings The maximum number of IEmail Greetings that can be configured in the system.

Email Closings The maximum number of IEmail Closings that can be configured in the system.

Schedules The maximum number of ISchedules that can be configured in the system.

Call Data The maximum number of ICall Data Definitions that can be configured in the system.
Definitions

Exclusions The maximum number of Do Not Call exclusions that can be loaded onto a system.

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E. System Capacities

1
The following lists all the components of Total Call Objects:
CCProMediaInboundIvr
CCProMediaInboundUndefined
CCProMediaInboundExternal
CCProMediaInboundFax
CCProMediaInboundVoiceMail
CCProMediaOutboundAod
CCProMediaOutboundConference
CCProMediaOutboundConsult
CCProMediaOutboundConsultXfer
CCProMediaOutboundFax
CCProMediaOutboundExternal
CCProMediaOutboundManual
CCProMediaOutboundTPConXfer
CCProMediaInternalConference
CCProMediaInternalConsult
CCProMediaInternalConsultxfer
CCProMediaInternalManual
CCProMediaOutboundMessage
CCProMediaInternalMonitoring
CCProMediaInternalRecording
CCProMediaInboundChat
CCProMediaInboundNLPEMail
CCProMediaInboundAgentSelEMail
CCProMediaInboundSelfServEMail
CCProMediaInboundCDReviewEMail
CCProMediaInboundSendEMail
CCProMediaOutboundEMail
CCProMediaInboundAgd
CCProMediaInboundCti
CCProMediaInboundIM
CCProMediaInboundAcd

E.1.3 Capacities for Enterprise Deployments

Table E-1 and Table E-2 provide the capacities for individual Unified IP systems. Beginning
with Unified IP 7.0, multiple Unified IP sites can be deployed as an Enterprise administered by
one or more Unified Command and Control - Administration system. In Unified IP 7.3, some
resource limits are enforced at the Enterprise level.

Enterprise components have sizing requirements that are based on the overall usage of the
deployment. The sizing requirements are driven by the number of sites as well as the total
agent pool over all the sites, and are enforced by the Unified IP Deployment Wizard.

The following limits are enforced for Unified IP Enterprises.

• Maximum number of Unified IP Systems (Sites)

• Maximum number of configured Unified IP agents

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 System Capacities

• Maximum number of Geographic Locations

• Maximum number of Unified IP tenants

• Minimum CPU/RAM for Enterprise servers

E.1.4 Enterprise Deployment Types

For Unified IP 7.3, the following Enterprise Deployment types are supported.

E.1.4.1 Enterprise Profile 1,000

The 1,000 Agent Enterprise profile has the following maximum resource limits:

• 1,000 simultaneously logged in agents.

• 3,000 configured agents

• Maximum of 20 systems
• at most 5 can be Workforce Management
• at most 5 can be Performance Management
• at most 5 can be Quality Management
• at most 6 can be Unified IP•at most 1 can be File Based

• 4 Geographic Locations

• 6 tenants for multitenant deployments (1 landlord and 5 other tenants)

• 20 simultaneous contacts handled

• 5 Workforce Management systems

• 5 Aspect Performance Management systems

• 5 Aspect Quality Management systems

• 1 File based system

• Unified Command and Control - Administration Server minimum hardware configuration 2

CPU/4 GB RAM

E.1.4.2 Enterprise Profile 5,000

The 5,000 Agent Enterprise profile has the following maximum resource limits:

• 5,000 simultaneously logged in agents

• 15,000 configured agents

• Maximum of 20 systems

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E. System Capacities

• at most 5 can be Workforce Management

• at most 5 can be Performance Management
• at most 5 can be Quality Management
• at most 10 can be Unified IP
• at most 1 can be File Based

• 6 Geographic Locations

• 11 tenants for multitenant deployments(1 landlord and 10 other tenants)

• 500 logged in agents per tenant

• 20 simultaneous contacts handled

• 5 Workforce Management systems

• 5 Aspect Performance Management systems

• 5 Aspect Quality Management systems

• 1 File based system

• Unified Command and Control - Administration Server minimum hardware configuration 4

CPU/ 16 GB RAM

E.2 System Message Capacities

Standard system messages such as "busy" and "fast busy" are loaded on each Unified Media
Server by default. When you create system messages, the messages reside on the UMS and
are loaded when the system receives the first play request. There is no specific limit on the
number or size of system messages that can be loaded on a Telephony Subsystem. The
capacity for defining system messages is determined by the capacity of the database and the
application layers. There is, however, a finite amount of space available on the Unified Media
Server. This means that messages continue to load until there is no space available. When
this situation occurs, the play requests are forwarded to the xcoder, which transparently
handles the play request. Therefore, the number of system messages that you can define and
use are infinite up to the limits of the database and the available disk space on the server.
Note: There is approximately 23 MB of space allocated for system messages on each slave
card. When the system receives a play request, the system message is loaded on the
card with the most available memory. If the system receives a system message play
request to the designated card on which the message is loaded, but the slave card is
busy, the system message load is sent to another slave card. This means that the same
system message can be loaded on multiple slave cards based on frequency of usage.

E.3 Advanced List Management RPS Limits

Each Unified IP system can process a total of 60 RPS (records per second) regardless of list
type or sources. This means that if you want to achieve the maximum allowed CPS of 100

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 Advanced List Management RPS Limits

across all lists, you must configure Advanced List Management to send records to a minimum
of two separate Unified IP systems.

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E. System Capacities

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 F
F. Third Party Tools

This Appendix discusses third party products that are commonly installed on Unified IP
machines or networks for troubleshooting, testing or monitoring purposes. The intention is to
describe any Aspect-specific configuration that must be done in order to use these products with
Unified IP, and to call out any potential problems that could result by running these products on
Aspect systems.
Note: For information about third party products that are integrated into the Aspect software,
see Third Party Product Support on page 2-10.

F.1 Wire Shark

Wireshark is a free and open-source packet analyzer. It is used for network troubleshooting,
analysis, as well as software and communications protocol development. Occasionally, there
may be a need to run Wireshark on Aspect Unified IP servers in order to capture packet events.

Downloading and installing Wireshark has not been known to require a system restart, and has
not been found to have any negative impact on Unified IP function or performance. After
installation, you can configure the Wireshark tool to trace network events.

Aspect recommends that when you use Wireshark, you use capture filters to reduce the amount
of traffic written to the Wireshark logs. This reduces I/O and processing on the machine and
saves space in case load base fluctuations occur. The filtering can restrict the writing of
particular ports, IPs or packet type information. In order to configure the filter option, you can go
to the Capture file menu and select Interfaces. This brings up the Capture Interfaces menu
where you can define filter options for the packet trace.

When using Wireshark, you must take hard disk space under consideration when planning your
trace needs. It is best practice to have a single trace under 400 MB in size. However, if you are
running multiple log files (Ring Buffer settings), Aspect recommends that each log file not
exceed n 100 MB in size. These settings can be adjusted under the Wireshark Capture
Options menu in the Capture files section. Aspect recommends that you write to a separate
hard disk from where the OS is written too, and that you keep an extra 15 Gigabytes free if
writing to same partition that the Aspect Unified IP logs are writing to. For example, on the
Unified IP log partition of 100 GB with 60 GB used, do not exceed more than 45 GB of 100 MB
log files for the Wireshark tool (450, 100 MB logs).

• Do not run more than one Wireshark session at a time on an Aspect Unified IP server.

• Do not run Wireshark with any other packet monitoring software application unless instructed
to do so by Aspect.

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F. Third Party Tools

• Do not run the Wireshark application unmonitored for any large length of time (several days
or weeks) without checking the status of the application. This is because there is a
possibility that Wireshark could spawn additional sessions and use excessive system
memory and processing.

• Always attempt to end the tracing session before exiting the Wireshark application.

• Always monitor the disk space on larger traces or rolling traces to ensure that the space is
not being compromised for the partition.

• When running Wireshark, stop the trace and close the application if any impact on Unified
IP is detected.

F.2 NetIQ Vivinet Accessor

This tool is used to conduct Network Assessments for SIP Implementations to determine
readiness for an environment to accommodate Aspect product offerings. Before you invest in a
pilot VoIP deployment, use NetIQ Vivinet® Assessor to predict the overall call quality you can
expect from the network so that you can efficiently invest in upgrades. Vivinet Assessor is an
invaluable aid in VoIP deployment planning. It helps you:

• Improve planning with predictive modeling, which narrows the scenarios that you will want
to emulate on a live network

• Determine if your network can handle VoIP by evaluating and reporting on the network's
ability to support VoIP's unique network requirements

• Predict call quality by collecting network metrics over time, which provides an accurate
depiction of overall call quality once VoIP is deployed

• Create background traffic to simulate the impact of other application traffic on VoIP call
quality

F.3 Nagios
Nagios is an open source computer system monitor, network monitoring and infrastructure
monitoring software application. Nagios offers monitoring and alerting for servers, switches,
applications, and services. It alerts users when things go wrong and alerts them again when
the problem has been resolved. This tool is used for industry standard IT infrastructure
monitoring. Aspect customers have used Nagios to monitor their networks. Aspect has
encountered intermittent challenges when attempting to take the information that is being
collected by Nagios and converting the OID into meaningful alerts for our systems. The Nagios
daemon requests a translated MIB to identify the SNMP source and the OID translation. We
were able to get around this in the Call Center environment with the following approach
articulated: As it pertains to standard SNMP, Aspect does not provide MIBS. The customer
must develop the SNMP server per an alternative entity like our RPN list.

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 Veritas Backup Exec - Symantec

F.4 Veritas Backup Exec - Symantec

Veritas Backup Exec for Windows Servers is a backup system with scalability and storage
management options designed to fulfill the requirements of networks and enterprises. Aspect
has encountered issues when this software is run during standard business hours. As with any
AV or Backup software, the tool has a tendency to place prioritized locks on files prior to
backing up data. As such, it is always Aspect’s recommendation that this software be used
outside of standard business hours. Cloud based options may be available for this third party
software, but the impacts are not yet known to Aspect.

F.5 Acronis
Acronis is an imaging software used by some Aspect customers and internal Aspect lab
managers to store images in the case of a required action tied to disaster or system recovery.
This third party tool provides a unified platform for backup, disaster recovery and data
protection for heterogeneous Windows and Linux environments. There are also options to
support cloud backup, multiple hypervisors, flexible migration, and more. It is always Aspect’s
recommendation to use software of this nature during non-peak hours or outside of standard
business hours. While Acronis can be used during working hours, it should be noted that doing
so may impact system performance and/or bring system operation to a standstill.

F.6 Audacity
Audacity is a free, multilingual audio editor and recorder for Windows, GNU/Linux and other
operating systems. You can use Audacity to import and export recorded files, record live audio,
and capture streamed audio. Many customer use this tool to make recordings which are then
imported into the Unified IP system for the purpose of sourcing IVR message retrieval
functionality related to Music on hold and various other automated messages and attention
retainers for use in selected prompts. Audacity can:

• Record live audio through a microphone or mixer, or digitize recordings from cassette
tapes, records, or minidiscs

• Convert tapes and records into digital recordings or CDs; Import sound files, edit them, and
combine them with other files or new recordings

• Export your recordings in many different file formats. Edit Ogg Vorbis, MP3, WAV or AIFF
sound files. Import MPEG audio (including MP2 and MP3 files) using libmad & Import raw
(header-less) audio files using the Import Raw command

• Cut, copy, splice or mix sounds together

• Change the speed or pitch of a recording

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F. Third Party Tools

F.7 EMCGRABS
When supporting EMC storage area networks, it is often a troubleshooting requirement to run
a set of scripts to gather information dumps for SAN resource evaluation. EMC Grab is a utility
that is run locally on each host (typically virtualized servers) and gathers storage-specific
information (driver version, storage-technical details, etc.). The EMC Grab script generates a
report created in a zip file form. This zip file can be used by EMC support.

F.8 Qualys Scan

Qualys is a security vulnerability and compliance scanner that is used for critical servers and
servers that are subject to compliance reporting. An increasing number of Aspect customers
use this tool. Qualys is typically not used for desktop or laptop computer scanning because
most customers purchase only a limited number of licenses, (and use these for scanning
critical and other important servers. Qualys features include on-demand scanning of servers
and mapping a subnet, flexible scan scheduling scans and reporting, ticket/remediation
tracking. New checks for vulnerabilities are added weekly to the scanner. Qualys was the first
company to deliver vulnerability management solutions as applications through the web, a
model to be later called "Software-as-a-Service," or SaaS, and is today considered the market
leader.

There is no guarantee that the Qualys scanner will not affect services on a production server.
Therefore it is important that the affected computer or service have a maintenance window
schedule agreed to by management or other pertinent personnel. If availability is too critical to
have a window, redundancies should be created.

F.9 Session Border Controller

A session border controller (SBC) is a device regularly deployed on VoIP networks to exert
control over the signaling and usually also the media streams involved in setting up,
conducting, and tearing down telephone calls or other interactive media communications.
Early deployments of SBCs were focused on the borders between two service provider
networks in a peering environment. This role has now expanded to include significant
deployments between a service provider's access network and a backbone network to provide
service to residential and/or enterprise customers. SBCs can eliminate spoofing attacks,
denial of service attacks, and toll fraud. Also, SBCs implement QoS, provide support for
regulatory requirements, and contain built-in digital signal processors (DSPs) to enable them
to offer border-based media control and services such as:

• DTMF relay and interworking

• Media transcoding

• Tones and announcements

• Data and fax interworking

• Support for voice and video calls

Session Border Controllers are available from the following vendors:

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 IxChariot QCheck:

AudioCodes, Ingate Systems, Acme Packet, Squire Technologies, Patton Electronics,

WorldOne Communications, VocalTec, Sipera Systems, Inc., Sonus Networks, VoIP Logic
LLC, GENBAND, BandTel, TATA Elxsi, Metaswitch Networks, CISCO (router bases)

F.10 IxChariot QCheck:

This tool is used in VoIP Assessments. It is use full for testing Vivanet endpoint connectivity if
you use that testing tool. IxChariot QCheck also tests network latency using UDP (not ICMP),
as well as does traceroutes, and bandwidth calculations.

F.11 VoIP Calculators:

A number of free online VoIP calculators, for use with SIP integrations, are available from
venders like the following:

http://www.voip-calculator.com/calculator/

www.bandcalc.com

www.voiptroubleshooter.com/diagnosis/emodel.htm

These tools allow you to input known variables, such as codec and number of concurrent calls,
to produce a given result, such as necessary bandwidth.

F.12 Symantec Endpoint Protection

Symantec Endpoint Protection is an anti-virus, anti-malware product that includes Symantec
Insight and SONAR, both of which provide protection against new and unknown threats. Built
for virtual environments, it can integrate with VMware vShield Endpoint for improved
performance. Symantec Endpoint Protection 12.1.2 includes the latest features for improved
security, performance and management. “SEP” and its dependencies, Symantec Event
Manager and Symantec Settings Manager uses Insight, with the collective wisdom of 200+
million systems in over 200 countries to identify and create a security rating for every file
accessed through the internet. As is the case with all anti-virus software, Aspects
recommendation is to apply the exclusions mentioned in the Aspect Unified IP Installation
Guide, as well as adhere to the recommendation of conducting intrusive scans during off-peak
or after hours.

F.13 Citrix XenApp Client

Citrix XenApp Client is a Type 1 (or bare metal) client hypervisor from software provider Citrix
Systems. Citrix XenApp Client virtual machines (VMs) are managed with a product called
Citrix Synchronizer.

A client hypervisor allows multiple guest virtual machines to run side-by-side on a single piece
of host hardware. The isolated virtual machines allow users to run different operating systems,

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F. Third Party Tools

or to keep secure corporate virtual machines separated from their personal computing
environment. The client hypervisor acts as an intermediary for all calls to the process, memory,
disk drives, the network, audio components, and USB devices. XenApp Client can host 32-bit
and 64-bit Windows and Linux guest operating systems, and will only run on hardware with
Intel processors and certain other limitations, as concurrently running multiple virtual machines
is very resource intensive.

Virtual machines hosted by XenApp Client can be managed by Citrix Synchronizer, which is a
virtual appliance that runs on Citrix XenApp Server. Citrix Synchronizer can back up,
synchronize, and deploy virtual machines, utilizing image layering technology and delta-only
backups. These capabilities give the same centralized management benefits as a virtual
desktop interface (VDI) and because the virtual machines are running locally on users’
hardware, performance is better than when accessed over a network.

F.14 PuTTY
PuTTY is a free implementation of Telnet and SSH for Windows and Unix/Linux based
platforms, along with an xterm terminal emulator.

F.15 WinRAR
WinRAR is a file compression tool similar to Winzip. Occasionally, Aspect will use this tool to
compress, file (zip), and distribute log detail. WinRAR supports all popular compression
formats (RAR, ZIP, CAB, ARJ, LZH, ACE, TAR, GZip, UUE, ISO, BZIP2, Z and 7-Zip). Ideal for
multimedia files, WinRAR automatically recognizes and selects the best compression method.
The special compression algorithm compresses multimedia files, executables and object
libraries particularly well. WinRAR is also useful if you are sending data through the web. Its
128 bit password encryption and its authenticated signature technology will give IT
infrastructure teams internal compliance on security standards.

WinRAR is a generally delivered as a trial product, meaning you have the chance to
thoroughly test it. The program can be used free of charge for 40 days. WinRAR licenses are
valid for all available language and platform versions.

F.16 Microsoft DFSR

The Distributed File System Replication (DFSR) service is a new multi-master replication
engine that is used to keep folders synchronized on multiple servers. Replicating data to
multiple servers increases data availability and gives users in remote sites fast, reliable access
to files. DFSR uses a new compression algorithm called Remote Differential Compression
(RDC). RDC is a "diff over the wire" protocol that can be used to efficiently update files over a
limited-bandwidth network. RDC detects insertions, removals, and rearrangements of data in
files, enabling DFSR to replicate only the deltas (changes) when files are updated. Many
Aspect customers in the Windows server environment, use this as their standard replication
mechanism. The DFSR service uses RPC to communicate between servers. It replicates a
folder scope defined by the replicated folder path. The set of computers participating in
replication is defined by a configured topology of connections and is called a replication group.
Multiple replicated folders can be included in a replication group, with memberships selectively

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 TextPad

enabling or disabling specific replicated folders. The DFSR service uses WMI to configure
server-wide parameters, while global parameters and certain replicated folder-specific
parameters are configured using Active Directory. DFSR also uses WMI to expose monitoring
information regarding specific objects such as replicated folders and connections.

F.17 TextPad
TextPad is a text editor for Windows that is often used by Aspect customers. In addition to the
usual cut and paste capabilities, you can correct the most common typing errors with
commands to change case, and transpose words, characters and lines. Other commands let
you indent blocks of text, split or join lines, and insert whole files. Any change can be undone
or redone, right back to the first one made. Visible bookmarks can be put on lines, and edit
commands can be applied to lines with bookmarks. Frequently used combinations of
commands can be saved as keystroke macros, and the spelling checker has dictionaries for
10 languages. TextPad also has a customizable tools menu, and integral file compare and
search commands, with hypertext jumps from the matched text to the corresponding line in the
source file (ideal for integrating compilers).

F.18 Notepad++
Notepad++ is a free source code editor and Notepad replacement that supports several
languages. Running in the MS Windows environment, its use is governed by GPL License.
Based on the powerful editing component Scintilla, Notepad++ is written in C++ and uses pure
Win32 API and STL which ensures a higher execution speed and smaller program size. By
optimizing as many routines as possible without losing user friendliness, Notepad++ is trying
to reduce the world carbon dioxide emissions. When using less CPU power, the PC can
throttle down and reduce power consumption, resulting in a greener environment. You're
encouraged to translate Notepad++ into your native language if there's not already a
translation present in the Binary Translations page.

You can obtain Notepad++ at the following address:

http://notepad-plus-plus.org/contribute/binary-translations.html

F.19 SolarWinds
SolarWinds is a third party monitoring and management software tool. The tool helps some IT
teams manage the performance and availability of servers, applications, and websites. In
addition, the tool offers powerful patch management, remote control, Windows®
administration, and other SysAdmin tools that save valuable time and make the job of It
engineers easier.

F.20 Performance Analysis of Logs (PAL) Tool

The PAL (Performance Analysis of Logs) tool reads in a performance monitor counter log and
analyzes it using known thresholds. The PAL tool is primarily a PowerShell script that requires

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F. Third Party Tools

arguments/parameters passed to it in order to properly analyze performance monitor logs.

This tool has been used to determine performance of SQL server and VM environment audit
components (Unified IP integrations).

The tool provides:

• Thresholds files for most of the major Microsoft products such as IIS, MOSS, SQL Server,
BizTalk, Exchange, and Active Directory

• An easy to use GUI interface for creating batch files for the PAL.ps1 script

• A GUI editor for creating or editing your own threshold files

• An HTML based report for ease of copy/pasting into other applications

• A way to analyzes performance counter logs for thresholds using thresholds that change
their criteria based on the computer's role or hardware specs
Required Products (free and public):

• PowerShell v2.0 or greater.

• Microsoft .NET Framework 3.5 Service Pack 1

• Microsoft Chart Controls for Microsoft .NET Framework 3.5

Known Issues:

• PAL must be run under an English-US locale until globalization can be added. The creators
are looking for assistance from users like you to help contribute to this cause.

• The PAL tool is tested only on Microsoft Windows 7 64-bit. You may encounter problems
with the tool on other operating systems.

F.21 SQLdiag Utility

The SQLdiag utility is a general purpose diagnostics collection utility that can be run as a
console application or as a service. You can use SQLdiag to collect logs and data files from
SQL Server and other types of servers, and use it to monitor your servers over time or
troubleshoot specific problems with your servers. SQLdiag is intended to expedite and simplify
diagnostic information gathering for Microsoft Customer Support Services.

SQLdiag can collect the following types of diagnostic information:

• Windows performance logs

• Windows event logs

• SQL Server Profiler traces

• SQL Server blocking information

• SQL Server configuration information

You can specify what types of information you want SQLdiag to collect by editing the
configuration file SQLDiag.xml

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 PSSDIAG

F.22 PSSDIAG
PSSDIAG is a diagnostics utility used to collect profiler trace, perfmon data for SQL Server.
PSSDAIG was created to troubleshoot SQL Server 7.0 and 2000 issues. It was evolved and
shipped with SQL Server 2005 and beyond. The shipped product only has a data collector
engine called sqldiag.exe. Microsoft Product support continues to maintain a configuration tool
that allows engineers to dynamically configure what to collect.

F.23 Pssdiag | Sqldiag Manager (related to the

above)
Pssdiag/Sqldiag Manager is a graphical interface that provides customization capabilities to
collect data for SQL Server using sqldiag collector engine. The data collected can be used by
SQL Nexus tool which helps you troubleshoot SQL Server performance problems. This is the
same tool Microsoft SQL Server support engineers use for data collection to troubleshoot
customer's performance problems.

F.24 SQL Nexus

SQL Nexus is a tool that helps you identify the root cause of SQL Server performance issues
applicable to Unified IP and Advanced List Management products. It loads and analyzes
performance data collected by SQLDiag and PSSDiag. It can dramatically reduce the amount
of time you spend manually analyzing data.

Tool Highlights:

• Fast, easy data loading: You can quickly and easily load SQL Trace files, T-SQL script
output, including SQL DMV queries, and Performance Monitor logs into a SQL Server
database for analysis. All three facilities use bulk load APIs to insert data quickly. You can
also create your own importer for a custom file type.

• Visualize loaded data via reports. Once the data is loaded, you can view several different
charts and reports to analyze it.

• Trace aggregation to show the TOP N most expensive queries (using ReadTrace).

• Wait stats analysis for visualizing blocking and other resource contention issues (based on
the SQL 2008/2012 Perf Stats).

• Full-featured reporting engine. SQL Nexus uses the SQL Server Reporting Services client-
side report viewer (it does not require an RS instance). You can create reports for Nexus
from either the RS report designer or the Visual Studio report designer. You can also modify
the reports that ship with Nexus using either facility. Zoom in/Zoom out to view server
performance during a particular time window. Expand/collapse report regions (sub-reports)
for easier navigation of complex data. Export or email reports directly from SQL Nexus.
Nexus supports exporting in Excel, PDF, and several other formats.

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F. Third Party Tools

• Extensibility. You can use the existing importers to load the output from any DMV query into
a table, and any RS reports you drop in the Reports folder will automatically appear in the
reports task pane. You can add a new data importer for a new data type. SQL Nexus will
automatically adjust the database references in your reports to reference the current server
and database, and it will provide generic parameter prompting for any parameters your
reports support.

F.25 FIDDLER
Fiddler is a Web Debugging Proxy which logs all HTTP(S) traffic between your computer and
the Internet. Fiddler allows you to inspect traffic, set breakpoints, and "fiddle" with incoming or
outgoing data. Fiddler includes a powerful event-based scripting subsystem, and can be
extended using any .NET language. Fiddler is freeware and can debug traffic from virtually any
application that supports a proxy, including Internet Explorer, Google Chrome, Apple Safari,
Mozilla Firefox, Opera, and thousands more. You can also debug traffic from popular devices
like Windows Phone, iPod/iPad, and others. The tool can be found here:

http://www.fiddler2.com/fiddler2/version.asp.

To debug applications you've written in Java, .NET, or using WinHTTP, see this page:

http://www.fiddler2.com/fiddler/help/hookup.asp

F.26 DEBUG DIAG (Microsoft) Version 1.2

The Debug Diagnostic Tool (DebugDiag) is designed to assist in troubleshooting issues such
as hangs, slow performance, memory leaks or fragmentation, and crashes in any user-mode
process. The tool includes additional debugging scripts focused on Internet Information
Services (IIS) applications, web data access components, COM+ and related Microsoft
technologies. It is composed of the following 3 components: a debugging service, a debugger
host, and the user interface. Aspect uses this tool to assist with diagnosing issues with
CenterCord and other major component memory impacts. Memory dumps can be configured
for analysis.

F.27 FileZilla
FileZilla is free and cross-platform FTP software tool sometimes used by Aspect support
resources, consisting of FileZilla Client and FileZilla Server. Binaries are available for
Windows, Linux, and Mac OS X. It supports FTP, SFTP, and FTPS (FTP over TLS). Support
for SFTP (SSH File Transfer Protocol) is not implemented in Filezilla Server. FileZilla's source
code is hosted on SourceForge.net. One of the primary criticisms of the tool, which may prove
ultimately problematic for many of Aspect's security conscious customers, is the following:

From version 3 onwards, Filezilla stores all saved usernames and passwords as plain text
files. This allows any malware that has gained access to the user's system to simply read the
data stored in these files and to remotely transfer this data to the attacker. This upsets the
standard security concept for Defense in Depth, with multiple layers to prevent such attacks
from being successful. Storing encrypted private key files is still supported, as well as using

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 Snooper Tool

ssh-agent, in the same way as previous versions of Filezilla. Private key authentication is
usually recommended over password-based authentication.

F.28 Snooper Tool

This is a Microsoft tool that helps read the communicator logs captured from Lync client. You
can use Snooper.exe tool to view SIP and Conferencing Control Channel Protocol (CCCP)
logs that are generated by Office Communications Server. Snooper loads the supplied log file
and displays the messages that it contains. You can also use Snooper to view failed voice call
reports (database reports). To use Snooper from within Logging Tool or as a stand-alone tool,
you must install the Microsoft Office Communications Server 2007 R2 Resource Kit Tools,
available as a free download at the Microsoft Download Center at http://go.microsoft.com/
fwlink/?LinkID=145159. The Resource Kit Tools Readme includes documentation for the tool.

F.29 HP Operations Manager

HP Operations Manager monitors the IT infrastructure and consolidates and correlates fault
and performance events to help identify the causes of IT incidents. This tool is important to
Aspect customers and partners, as our entities are often housed within the environments that
IT teams have selected as a proactive monitoring tool. HP Operations Manager provides a
single monitoring console for virtual and cloud infrastructures. HP Operations Manager
associates events with views of business services, applications, and infrastructure to help
achieve faster time to resolution for system and performance events. Integration with ArcSight
Logger enriches events with security context to provide insight into whether particular events
are related to security issues.

F.30 Dell OpenManage Connection for HP

Operations Manager v9.0 for Windows
Centralized network management plays a vital role in reducing the operational cost and
complexity in data center environments. Dell™ OpenManage™ Connection offers solutions
that integrate with various consoles for management of Dell hardware, including the Dell Smart
Plug-in (SPI) for HP Operations Manager (HPOM). This solution enables easy and effective
discovery and monitoring of Dell devices, simplifying the management of Dell hardware for
HPOM administrators. Some Aspect partners and customers use this tool to manage
infrastructure components.

The Dell Smart Plug-in provides you with the following features:

• Support for Microsoft® Windows® operating systems, VMware® ESXi™ virtualization

software and Linux® operating systems

• Device communication using Simple Network Management Protocol (SNMP) and Web
Services Management (WSMAN)

• Utility to configure Dell SPI communication parameters

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F. Third Party Tools

• Event-triggered health polling and periodic polling for system health

• Alert auto-correlation support as well as manual support

• Chassis and blade server correlation

• Web console launcher tools to gather detailed information for troubleshooting

By using the Dell Smart Plug-in for HP Operations Manager for Windows, you can:

• Enable system administrators to manage and monitor Dell servers through the HP
Operations Manager console

• Create specific groups for Dell servers

• Monitor the global system health of Dell servers

• Process SNMP traps generated by Dell OpenManage Server Administrator (OMSA) and
OpenManage Storage Systems (OMSS) running on Dell servers

• Enable administrators to launch the OMSA console for Dell servers

F.31 PHP for Windows

Hypertext Preprocessor (PHP) is a server-side scripting language, similar to ASP. This tool is
used for script processing for Advanced List Management. In addition, PHP scripts are
executed on the server and is a powerful tool for making dynamic and interactive Web pages.
PHP is the widely-used, free, and an efficient alternative to competitors such as Microsoft's
ASP. PHP supports many databases (MySQL, Informix, Oracle, Sybase, Solid, PostgreSQL,
Generic ODBC, etc.). Before using this scripting language to add dynamic functionality, you
should have a basic understanding of the following:

• HTML/XHTML

• JavaScript

F.32 Kerberos
Kerberos is a network authentication protocol. It is designed to provide strong authentication
for client/server applications by using secret-key cryptography. The Kerberos protocol name is
based on the three- headed dog figure from Greek mythology known as Kerberos. The three
heads of Kerberos comprise the Key Distribution Center (KDC), the client user and the server
with the desired service to access. The KDC is installed as part of the domain controller and
performs two service functions: the Authentication Service (AS) and the Ticket-Granting
Service (TGS). Because this third party tool can cause the Unified IP installer to fail, the
services for Kerberos must be disabled prior to any upgrade of Unified IP. You can re-enable
the services after the upgrade is complete.

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 LanDesk

F.33 LanDesk
LaNDesk Software provides systems management, security management, service
management, asset management, and process management solutions to organizations.
LanDesk products have asset inventory/discovery, security vulnerability detection and
remediation, software distribution, IT compliance reporting, patch management, software
license management, security policy enforcement, and endpoint device power consumption
management. Because this third party tool can cause the Unified IP installer to fail, the
following LanDesk services must be disabled prior to any upgrade of Unified IP. You can re-
enable the services after the upgrade is complete.

F.34 Snare (by Intersect Alliance)

Snare is a proprietary Log Monitoring solution that builds on the open source Snare agents to
provide a central audit event collection, analysis, reporting and archival system. Snare is a
collection, analysis, reporting, real-time alerts, and archival capabilities, in an easy-to-use
web-based package. Because this third party tool can cause the Unified IP installer to fail, the
Snare service must be disabled prior to any upgrade of Unified IP. You can re-enable the
service after the upgrade is complete.

F.35 Symantec Private Branch Exchange

Symantec Private Branch Exchange (PBX) is a common Symantec component. PBX uses
socket passing to reduce the number of ports that are required to be open across a firewall.
PBX uses a paradigm similar to a telephone switchboard, in which calls placed to a
switchboard are redirected to a known extension. In the PBX exchange, client connections that
are sent to the exchange port are redirected to an extension that is associated with the
Management Server. This process multiplexer runs on the Management Server, Control Hosts,
and Standard Agents. PBX relies on the Symantec Infrastructure Core Services Common
(VRTSicsco), a package that contains runtime libraries. Because this third party tool can cause
the Unified IP installer to fail, the Symantec Private Branch Exchange service must be
disabled prior to any upgrade of Unified IP. You can re-enable the service after the upgrade is
complete.

Planning Guide Aspect Confidential | F-13

F. Third Party Tools

F-14 | Aspect Confidential Unified IP

 G
G. Configuring Virus Protection

Aspect understands the customer’s need to secure and restrict access to network resources
for security, integrity, and virus protection reasons. Viruses have become an all-too-common
occurrence in corporate networks today. Their malicious nature makes viruses extremely
dangerous and expensive to eradicate. We encourage customers to apply the appropriate
preventative and security measures to minimize the exposure of the Aspect Unified IP system
to viruses.
Note: For information about virus protection for Advanced List Management systems, see the
Advanced List Management Installation Guide.

At the same time, considering the real-time nature of the Aspect Unified IP solution, the
antivirus software that the customer uses must be provisioned to avoid operational impacts.
This section is intended to offer guidelines for the use of antivirus software with Unified IP.
Note: It is the responsibility of each of Aspect’s customers to provide adequate security and
virus protection for their networks. It is not Aspect's policy to dictate the type of antivirus
application used by the customer. The standards used by the customer's IT
organization should be applied.

G.1 Guidelines
Because of the many entry points into networks and computers, antivirus software has evolved
into a complex, low-level application with many hooks into the operating system and other
applications. As a result, antivirus software has the potential for dramatically altering the
behavior and response characteristics of the computer on which it is installed.

For instance, scanning a hard drive for viruses utilizes an enormous amount of CPU and I/O
time, which dramatically reduces the availability of the resources for other applications. In the
case of Aspect Unified IP, where real-time components are leveraging the same server
resources, inappropriate use of the antivirus software can adversely impact system
performance.

The customer is responsible for selecting and implementing their preferred antivirus software
package. Refer to the following sections for Aspect specific information and recommendations.

Planning Guide Aspect Confidential | G-1

G. Configuring Virus Protection

G.2 Services Recommended to Exclude

The location of processes and services that are recommended to be excluded are in the
following lists.
Note: Depending on the install and the number of drives available, the drive locations can be
on the C, D. E, or any drive that is appropriate to the environment.

G.2.1 Agent and Director Portals

• D:\Program Files\Aspect Software\Unified IP\Sun\JDK\bin

• D:\Program Files\Aspect Software\Unified IP\Sun\JDK\jre\bin

• <drive letter>\Program Files\Aspect Software\Unified IP\TOMCAT\bin\wrapper.exe

• <drive letter>\Program Files\Aspect Software\Unified IP\JORAM\samples\bin\wrapper.exe

G.2.2 Application Server

• <drive letter>\Program Files\Aspect Software\Unified IP\CenterCord\centercord.exe

• <drive letter>\Program Files\Aspect Software\Unified IP\AlertServer\AlertServer.exe

• <drive letter>\Program Files\Aspect Software\Unified IP\DBIServer\DBIServer.exe

• <drive letter>\Program Files\Aspect Software\Unified

IP\epro\OSMSProxyServer\CCProOSMSServer.exe

• <drive letter>\Program Files\Aspect Software\Unified

IP\M3Server\bin\ensembleprom3server.exe

• <drive letter>\Program Files\Aspect Software\Unified

IP\M3DataCache\bin\M3DataCacheConfig.exe

• <drive letter>\Program Files\Aspect Software\Unified

IP\M3DataCache\bin\M3RemOsmsServer.exe

• <drive letter>\Program Files\Aspect Software\Unified IP\Import Export

Service\bin\Wrapper.exe

• D:\Program Files\Aspect Software\Unified IP\Sun\JDK\jre\bin

G.2.3 Database Server

• D:\Program Files\Microsoft SQL
Server\UIP_CONFIG\MSSQL11.UIP_CONFIG\MSSQL\Binn\sqlservr.exe

• D:\Program Files\Microsoft SQL

Server\UIP_CONFIG\MSSQL11.UIP_CONFIG\MSSQL\Binn\SQLAGENT.EXE

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 UIP Directories to Exclude-Locations

• D:\Program Files\Microsoft SQL

Server\UIP_CONFIG\MSSQL11.UIP_CONFIG\MSSQL\Binn\SQLAGENT.EXE

• C:\Program Files (x86)\Microsoft SQL Server\90\Shared\sqlbrowser.exe

• <drive letter>\Program Files\Aspect Software\Unified IP Database Server\Application

Loader\CAL_Service.exe

G.3 UIP Directories to Exclude-Locations

The location of Unified IP Directories that are recommended to be excluded are as follows.
Note: Depending on the install and the number of drives available, the drive locations can be
on the C, D, E, or any drive that is appropriate to the environment.

G.3.1 Agent and Director Portals

• <drive letter>\Program Files\Aspect Software\Unified IP

G.3.2 Application Server

• <drive letter>\Program Files\Aspect Software\Unified IP

G.3.3 Database Server

• <drive letter>\Program Files\Aspect Software

• <drive letter>:\SQLDATA

• <drive letter>\edm (EDM Loader folder)

G.4 Exclude Unified IP Services and Locations

Aspect recommends that you exclude all files in the following directories:

• All Unified IP software and applications in:

<drive letter>\Program Files\Aspect Software\Unified IP
<drive letter>\Program Files\Aspect Software\Unified IP Shared

• Additional Aspect Unified IP files that you must exclude are in the following directories:
<drive letter>\PDPFiles
<drive letter>:\SQLDATA
<drive letter>\DUMPS
<drive letter>\edm

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G. Configuring Virus Protection

• Log files written to:

<drive letter>\Program Files\Aspect Software\Unified IP\Logs
Note: Depending on the install and the number of drives available, the drive locations can be
on the C, D, E, or any drive that is appropriate to the environment.

G.5 Exclude Windows Folders

Aspect recommends that you exclude all files in the following directory:

• C:\Windows\System32\msmq\STORAGE

This folder is located on the Primary and Secondary Core machines in Unified IP 7.3 and later.

G.6 Additional Symantic Virus Protection

Settings
If you are using Symantic virus protection software, confirm that the following features are
disabled:

Disable Starting and Triggered Scans as shown below.

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 Additional Symantic Virus Protection Settings

Disable Tamper Protection as shown below.

Planning Guide Aspect Confidential | G-5

G. Configuring Virus Protection

G-6 | Aspect Confidential Unified IP

 H
H. Working with the Lab Profile

The Lab profile runs on a two server footprint. Customers are able to deploy a Lab Profile that
has minimal machine and resource requirements and allows customers to run tests with new
features prior to doing the staging install and prior to production install.

The following is a list of items that distinguish the Lab profile from the other supported profiles:

• Up to 20 agents are supported.

• The installer supports only clean installs of the Lab profile.

• You cannot upgrade to the Lab profile from any of the Unified IP 7.3 profiles.

• You cannot upgrade from a Lab profile to any of the other supported profiles.

• The Lab profile does not support redundancy, so no cluster creation is required.

• You can add Additional and Optional machines to a Lab profile while configuring the
DeploymentConfiguration XML file before doing a clean install.

• The machine requirements for the Lab profile are specified in the Aspect Unified IP 7.4
Hardware and Software Guide.

Although you cannot upgrade to or from a Lab profile, you do have the flexibility to:

• Add a non-Lab site (Small, Medium, or Large) to an existing Lab profile deployment.

• Add a Lab profile site to an existing Unified IP Enterprise.

• Add a Lab profile site to a Unified IP deployment during the upgrade to Unified IP 7.4.

Advanced List Management is installed by default on the Lab profile.

• The Advanced List Management database is installed on the Lab profile Datamart server.

• The Advanced List Management Application server is installed on the Lab Core server.

• Even if the pre-upgrade Unified IP system included separate Advanced List Management
servers, Advanced List Management will still be installed on the Lab machines.

Planning Guide Aspect Confidential | H-1

H. Working with the Lab Profile

H.1 Adding a Non-Lab Site to an Existing Lab

Deployment
The process of adding a non-Lab site to an existing Unified IP Lab deployment includes the
following requirements:

• Although a standalone Lab deployment does not require Unified Command and Control
servers, a redundant pair of these servers is required when a second site is added.

• In a standalone Lab deployment, the Lab site functions as the Enterprise site and contains
the Unified Command and Control database. When a non-Lab site is added, the non-Lab
must become the Enterprise site and the Unified Command and Control data in the Lab
Primary Datamart server must be migrated to the Primary Datamart server at the non-Lab
site. This is done by pushing to the Lab site Primary Datamart and Core machines. The
installer will automatically move the UCCConfig database.

H.1.1 Procedure
You add a non-Lab site to an existing Lab deployment by using a special modify procedure
where you:

1. Run the existing DeploymentConfiguration XML file through the Unified IP 7.4 Deployment
Wizard. During this process, you must do the following:
a. Add redundant Unified Command and Control machines using the following window.

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 Adding a Non-Lab Site to an Existing Lab Deployment

b. Continue to the Unified IP Sites window:

c. Note that only the previously added Lab site is listed, and that it is designated as the
Enterprise site. Change the Site Type to either Unified IP or Default, select <New
Site> and click Next.
d. On the next few windows, add the non-Lab site and continue through the Deployment
Wizard. You will eventually reach the following window which lists the original Lab site
and the new non-Lab site. The non-Lab site is now designated as the Enterprise site.

e. Continue to the end of the Deployment Wizard and perform a Push to the Unified IP
deployment. The installer will automatically migrate the Unified Command and Control
data from the Lab site to the Primary Datamart server on the new Enterprise site.

Planning Guide Aspect Confidential | H-3

H. Working with the Lab Profile

H.2 Adding a Lab Profile Site to an Existing

Unified IP Enterprise
Adding a Lab profile site to an existing Enterprise is accomplished using a manual Modify
operation as explained in the Maintenance chapter in the Unified IP Installation Guide. This
entails updating the DeploymentConfiguration XML file and running the Unified IP installer on
each machine in the deployment to which you want to add the Lab site.

H.3 Adding a Lab Profile Site to a Unified IP

Deployment During an Upgrade
When you are updating the DeploymentConfiguration XML file in preparation for an upgrade to
Unified IP 7.4, you can simply add a Lab site to the deployment you are upgrading.

H-4 | Aspect Confidential Unified IP

 I
I. Working with the Small 100 Non-HA
Profile

The Small 100 Non-HA profile is designed for use in smaller call centers and, unlike the Lab
profile, is intended as a production system. This profile runs on a two server footprint with
minimal machine and resource requirements and, because it is non-redundant, it does not
require setup of Windows clusters. The Small 100 Non-HA profile can be installed as a new
installation, or it can be upgraded to from pre-Unified IP 7.3 100V profiles.

The following is a list of features and requirements for the Small 100 Non-HA profile:

• Up to 100 agents are supported.

• The installer supports clean installs and upgrades from Unified IP 7.2 100V (non-
redundant) profiles.

• You cannot upgrade to the Small 100 Non-HA profile from any of the Unified IP 7.3 profiles.

• You can add a Small 100 Non-HA site to an existing deployment during an upgrade to
Unified IP 7.4.

• Once installed, you can upgrade a Small 100 Non-HA deployment to a larger Unified IP 7.4
profile.

• Once installed, you can add other sites (Lab, Small, Medium, Large) to a Small 100 Non-
HA site. If you do so, you must add redundant Unified Command and Control machines.

• The Small 100 Non-HA profile supports only Native Outbound dialing by default. Unlike the
Lab profile, Advanced List Management components are not be installed with Unified IP.
However, you can install Advanced List Management on additional servers and connect
them to the Small 100 Non-HA system.

• You can add Additional and Optional machines to a Small 100 Non-HA profile while
configuring the DeploymentConfiguration XML file before doing a clean install.
The machine requirements for the Small 100 Non-HA profile are specified in the Aspect
Unified IP 7.4 Hardware and Software Guide.

Planning Guide Aspect Confidential | I-1

I. Working with the Small 100 Non-HA Profile

I.1 Adding a Site to an Existing Small 100 Non-

HA Deployment
The process of adding a Lab, Small, Medium or Large site to an existing Unified IP Small 100
Non-HA deployment includes the following requirements:

• Although a standalone Small 100 Non-HA deployment does not require Unified Command
and Control servers, a redundant pair of these servers is required when a second site is
added.

• In a standalone Small 100 Non-HA deployment, the Small 100 Non-HA site functions as
the Enterprise site and contains the Unified Command and Control database. When an
additional site is added, the this new site must become the Enterprise site and the Unified
Command and Control data in the Small 100 Non-HA site Primary Datamart server must be
migrated to the Primary Datamart server at the new site. This is done by pushing to the
Small 100 Non-HA site Primary Datamart and Core machines. The installer will
automatically move the UCCConfig database.

I.1.1 Procedure
You add a new site to an existing Small 100 Non-HA deployment by using a special modify
procedure where you:

1. Run the existing DeploymentConfiguration XML file through the Unified IP 7.4 Deployment
Wizard. During this process, you must do the following:
a. Add redundant Unified Command and Control machines using the following window.

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 Adding a Site to an Existing Small 100 Non-HA Deployment

b. Continue to the Unified IP Sites window:

c. Note that only the previously added Small 100 Non-HA site is listed, and that it is
designated as the Enterprise site. Change the Site Type to either Unified IP or Default,
select <New Site> and click Next.
d. On the next few windows, add the new site and continue through the Deployment
Wizard. You will eventually reach the following window which lists the original Small 100
Non-HA site and the new site. The new site is now designated as the Enterprise site.

e. Continue to the end of the Deployment Wizard and perform a Push to the Unified IP
deployment. The installer will automatically migrate the Unified Command and Control

Planning Guide Aspect Confidential | I-3

I. Working with the Small 100 Non-HA Profile

data from the Small 100 Non-HA site to the Primary Datamart server on the new
Enterprise site.

I.2 Adding a Small 100 Non-HA Profile Site to

an Existing Unified IP Enterprise
Adding a Small 100 Non-HA profile site to an existing Enterprise is accomplished using a
manual Modify operation as explained in the Maintenance chapter in the Unified IP Installation
Guide. This entails updating the DeploymentConfiguration XML file and running the Unified IP
installer on each machine in the deployment to which you want to add the Small 100 Non-HA
site.

I.3 Adding a Small 100 Non-HA Profile Site to a

Unified IP Deployment During an Upgrade
When you are updating the DeploymentConfiguration XML file in preparation for an upgrade to
Unified IP 7.3 SP6, you can simply add a Small 100 Non-HA site to the deployment you are
upgrading.

I-4 | Aspect Confidential Unified IP

 J
J. Working with the Small 250 Non-HA
Profile

The Small 250 Non-HA profile is designed for use in smaller call centers that do not require
High Availability. This profile runs on a two server footprint with minimal machine and resource
requirements and, because it is non-redundant, it does not require setup of Windows clusters.
The Small 250 Non-HA profile can be installed as a new installation using the Unified IP 7.4
installer, or it can be upgraded to from existing Unified IP 250 agent profile.

The following is a list of features and requirements for the Small 100 Non-HA profile:

• Up to 250 agents are supported.

• The installer supports clean installs and upgrades from Unified IP 7.2 250 (non-redundant)
profiles.

• You cannot upgrade to the Small 250 Non-HA profile from any of the Unified IP 7.3 profiles.

• You can add a Small 250 Non-HA site to an existing deployment during an upgrade to
Unified IP 7.4.

• Once installed, you can upgrade a Small 250 Non-HA deployment to a larger Unified IP 7.4
profile.

• Once installed, you can add other sites (Lab, Small, Medium, Large) to a Small 250 Non-
HA site. If you do so, you must add redundant Unified Command and Control machines.

• The Small 250 Non-HA profile supports only Native Outbound dialing by default. Unlike the
Lab profile, Advanced List Management components are not be installed with Unified IP.
However, you can install Advanced List Management on additional servers and connect
them to the Small 250 Non-HA system.

• You can add Additional and Optional machines to a Small 250 Non-HA profile while
configuring the DeploymentConfiguration XML file before doing a clean install.
The machine requirements for the Small 250 Non-HA profile are specified in the Aspect
Unified IP 7.4 Hardware and Software Guide.

Planning Guide Aspect Confidential | J-1

J. Working with the Small 250 Non-HA Profile

J.1 Adding a Site to an Existing Small 250 Non-

HA Deployment
The process of adding a Lab, Small, Medium or Large site to an existing Unified IP Small 250
Non-HA deployment includes the following requirements:

• Although a standalone Small 250 Non-HA deployment does not require Unified Command
and Control servers, a redundant pair of these servers is required when a second site is
added.

• In a standalone Small 250 Non-HA deployment, the Small 250 Non-HA site functions as
the Enterprise site and contains the Unified Command and Control database. When an
additional site is added, the this new site must become the Enterprise site and the Unified
Command and Control data in the Small 250 Non-HA site Primary Datamart server must be
migrated to the Primary Datamart server at the new site. This is done by pushing to the
Small 250 Non-HA site Primary Datamart and Core machines. The installer will
automatically move the UCCConfig database.

J.1.1 Procedure
You add a new site to an existing Small 250 Non-HA deployment by using a special modify
procedure where you:

1. Run the existing DeploymentConfiguration XML file through the Unified IP 7.4 Deployment
Wizard. During this process, you must do the following:
a. Add redundant Unified Command and Control machines using the following window.

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 Adding a Site to an Existing Small 250 Non-HA Deployment

b. Continue to the Unified IP Sites window:

c. Note that only the previously added Small 250 Non-HA site is listed, and that it is
designated as the Enterprise site. Change the Site Type to either Unified IP or Default,
select <New Site> and click Next.
d. On the next few windows, add the new site and continue through the Deployment
Wizard. You will eventually reach the following window which lists the original Small 250
Non-HA site and the new site. The new site is now designated as the Enterprise site.

e. Continue to the end of the Deployment Wizard and perform a Push to the Unified IP
deployment. The installer will automatically migrate the Unified Command and Control

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J. Working with the Small 250 Non-HA Profile

data from the Small 250 Non-HA site to the Primary Datamart server on the new
Enterprise site.

J.2 Adding a Small 250 Non-HA Profile Site to

an Existing Unified IP Enterprise
Adding a Small 250 Non-HA profile site to an existing Enterprise is accomplished using a
manual Modify operation as explained in the Maintenance chapter in the Unified IP Installation
Guide. This entails updating the DeploymentConfiguration XML file and running the Unified IP
installer on each machine in the deployment to which you want to add the Small 250 Non-HA
site.

J.3 Adding a Small 250 Non-HA Profile Site to a

Unified IP Deployment During an Upgrade
When you are updating the DeploymentConfiguration XML file in preparation for an upgrade to
Unified IP 7.4, you can simply add a Small 250 Non-HA site to the deployment you are
upgrading.

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