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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
Special Issues in Reporting

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).

Special Issues in Reporting

The following issues may solve some problems in reporting:

Make sure that all required contacts are included in reporting

Consider the following configuration issues, specially if RDI statistics is used for integration

Make sure that all desired contacts are selected to be reported. This applies especially to IVRs as they are not reported by default. To include an IVR into reporting, check in the SC Reporting > Statistic Settings > Application Reporting the IVR application’s Activate Reporting checkbox, or for a custom IVR, select SC IVR Management > Basics > Add Custom IVR to Reported Applications.
Adjust Max Waiting Time and Max Handling Time for contacts either on the channel level or per queue so that all required events are reported, as the times that exceed the said limits are not reported but considered as exceptions.
Make sure the contacts you want to have a report of are not protected by any of the rules in the SC Reporting > Data Protection Rules. Especially if Protect Contact Links, Protect Consultation Links, or Protect Conference Links is selected, call chains cannot be reported. This applies also to cases when RDI statistics are used for integration.