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Installing
When the prerequisite software has been installed, Sinch Contact Center software packages can be installed with the IA tool.
Installing Reporting for MS Reporting Services
Installation order and procedure of MS Reporting Services
Defining Reporting Users

Installing
When the prerequisite software has been installed, Sinch Contact Center software packages can be installed with the IA tool.
- Installing Infrastructure Administrator (IA)
- Creating HAC Nodes and Starting HAC Services
- Installing Databases
- Installing Virtual Units
  We recommend installing virtual units with the software contents defined in templates, as planned in the chapter Planning.
- Removing Software from Installed System
- Installing Alarm Server
- Installing Reporting for MS Reporting Services
  Installation order and procedure of MS Reporting Services
- Installing Reporting for SAP BusinessObjects
  Installation order and process of SAP BO reports
- File Replication Server
- Embedded Communications Framework (ECF)
  ECF is a platform for embedding contact center services into business applications.
- Installing Sytel Dialer for Outbound Campaign
- Installing Restful Interfaces
  Installation procedure for Restful Intefaces package
- Installing Universal Queue
  Install only one instance of Universal Queue in a system. Installing the Universal Queue installs Tomcat, you need a server-type certificate and a keystore to make the Tomcat connection secure.
- Setting Up Monitoring with SAP Business Objects (BO)
  Sinch Contact Center users can view monitoring data with SAP BusinessObjects (BO).
- Enabling SC Web Access
  To enable SC Web Access, you must install Connection Web Server (COWS). It is a new module as of 1702 version, and intended for cloud systems. Installing COWS installs Tomcat, and you need a server-type certificate and a Java keystore to make the Tomcat connection secure. As COWS works as a peer towards other peer servers in the system this certificate must be the same as Internal Server Certificate in other peer servers.
- Communication Panel
  Communication Panel is a web-based application for managing customer conversations. It can be used for example with SAP Customer Relationship Management (SAP CRM).

Defining Reporting Users

Use

To authenticate Sinch Contact Center user accounts to view Reporting reports, define viewing and other rights for Windows user accounts.

Procedure

Browse to the Reports website.
In the Reporting folder, go to Folder Settings
Click New Role Assignment, and add the new Windows users that need rights for viewing the reports.
Define datasources:
- Go back to the Reporting folder and choose the data sources (databases) such as ContactCenter_OLAP and ContactCenter_SQL data sources.
- Click each data source, and make sure that the Connect using option Windows Integrated security is selected.

By default, users that are given right to view reports can view all reports. To restrict viewing to certain reports only, make a restricted role in Microsoft SQL Management Studio, and give the user a membership to this role, see Restricting Viewing Rights in Reporting.

Note:

In versions 7.0 SP03 and earlier, the queue serving report may not open if the user has no (Windows) administrator rights. The reason is that OLAP database’s default role has no access to OLAP cube CubCSSQueues. To grant the rights:

Open Microsoft SQL Server Management Studio and connect to Analysis Services.
Choose the Reporting Database Server > Databases > [OLAP Database] > Roles > Administrator.
Choose Cubes and the cube CubCSSQueues.
Choose Access > Read.