Software Component Matrix
Sinch Contact Center
Package |
Modules |
Required |
---|---|---|
Infrastructure Administrator (InfrastructureAdministrator.msi) |
Infrastructure Administrator |
On all servers, and administrative workstation for installing the IA tool. Requires Java runtime. |
Tools and Utilities |
A folder for tools that can be used in reading and analyzing logs. As of SP08, High Availability Driver is moved to this package as well. |
For logging instructions see Operation Guide. High Availability Driver was required with Windows Server 2003 and some other hardware. It is no more recommended. For more information, see Installation Guide/High Availability Driver. |
Package |
Required for |
Module(s) |
Note |
---|---|---|---|
Agent Server |
Mandatory for all systems |
AgentServer, cdt_xml (wc) , mobiledir (wc), outlookphone (wc) |
New package in 7.0. Includes modules from old Internal Web Services package. Note:
Applies to the versions before 1608: Do not place in the same VU with Terminal Server. |
Alarm Server |
Recommended for all servers |
AlarmServer |
Runs as Windows service |
Batch Job Server |
Systems using SMS and e-mail sending |
BatchJobServer |
New package in 7.0 - Scheduler - DirSync - MsgCleaner - MsgToMail - WMCompress - SmsToMsg |
Call Dispatcher |
Mandatory for all systems |
WCDServer |
New package in 7.0 |
CEM Server |
Mandatory for all systems |
CEMServer |
- |
Chain Matcher |
Systems with SMS and Facebook option |
ChainMatcher |
New package in 1705. Only one instance can be installed. |
Chat Portal Server |
Systems with chat option |
ChatPortal, ChP_Peer |
- |
Chat Server |
Systems with chat option |
ChatServer |
- |
Communication Mobile Client |
Systems using mobile phone clients |
- |
- |
Configuration Database Server |
Mandatory for all systems |
Configuration Database |
New package in 7.0. Replaces the former CEM Database Server. |
Connection Server (CoS) |
Mandatory for all systems |
ConnectionServer |
- |
Connection Web Server (COWS) |
For cloud environments to enable System Configurator web access. |
Connection Web Server |
New package in 1702. |
Data Collector |
Systems with Reporting |
DataCollector |
- |
Directory Database Server |
Mandatory for all systems |
Directory Database |
New package in 7.0 |
Directory Server |
Enables using directories, for example, caller name is displayed instead of number |
DirectoryServer |
New package in 7.0 |
ECF Web Server |
Systems with Embedded Communication Framework (ECF). |
ECFFrontEndServer |
New package in 7.0 SP08 Note:
Applies to the versions before 1608: Do not place in the same VU with Web Server. |
EMail Sender |
Systems with e-mail |
MsgToMail |
New package in 7.0 |
Examples and Templates |
Not installed, but provides a folder for configuration examples and templates |
- |
New package in 7.0 SP03 |
External Terminal Controller |
Systems with IP desk-phones and/or external agents |
ETC |
- |
File Replication Server |
Recommended for multi-site systems. Enables copying prompts locally. |
WFRS |
- |
H323 Bridge |
Systems with H.323 trunk (gateway) to PSTN |
H323Bridge |
Removed from the PSTN template in SP08 |
High Availability Controller |
Mandatory for all systems |
HAC, VUA Console |
Runs as Windows service |
High Availability Driver |
GARP Driver (BcmHaDriver) |
High Availability Driver was required in rare environments only, typically with Windows Server 2003 and some other hardware. It is no more recommended. For more information, see Installation Guide/High Availability Driver. |
As of SP08, this driver can be found in the folder Tools and Utilities. |
Integration Interfaces |
Optional for connecting to SAP CRM or third-party systems |
ACI, DAI, OII, PSI, QMI, RDI, TMI, |
Requires Web Server package in the same virtual unit. |
Internet Chat Client |
Systems with chatting option |
ChatAS |
- |
Media Routing Server |
Mandatory for all systems |
WMRS |
- |
Monitoring Database Server |
Mandatory for all systems |
- |
- |
Monitoring Web Clients |
Systems with Online Monitoring |
Online Monitoring UI |
Former Reporting Web Clients. Requires Web Server package in the same virtual unit. |
Operative Database Server |
Mandatory for all systems |
Operative Database |
New package in 7.0 |
Outbound Database Server |
Systems that are used for Outbound campaigns |
Outbound Database |
New package in 7.0 |
Product Documentation Removed as of 1608. |
Recommended for all systems, provides application help in English, and in the languages selected during installation |
none |
Requires Web Server package in the same virtual unit. |
Prompts |
Mandatory for all systems |
Prompts |
- |
Quality Monitoring Server |
Optional for third-party quality monitoring systems |
QMS |
New package in 7.0 |
Remote Administration Tool |
Mandatory for all systems |
IA, SC |
New package in 7.0, Java web start. Requires Web Server package in the same virtual unit |
Reporting Database Server |
Systems with Reporting |
Reporting Database Server |
- |
Restful Interfaces |
For cloud environment integrations. |
As of 1608:
As of 1611: Directory and Presence Interface (DPI) As of 1705: Contact Management Interface (CMI) |
New package in 7.0 SP10. |
SIP Bridge |
Both for systems with ETC and SIP desk phones, and for PSTN trunks |
SIPBridge |
- |
SMS Server |
Systems using SMS sending. |
SMSEngine |
Includes SmsToMsg functionality |
Standard Reports |
Systems with Reporting |
Reporting Web Server |
As of SQL 2008, does not require Web Server package in the same virtual unit but to make the web site redundant, a virtual unit with access point is recommended. |
Terminal Server As of 1608, there is no separate installation package for Terminal Server: the functionality has been moved to Agent Server. |
Systems with Embedded Communication Framework (ECF). |
TerminalServer |
New package in 7.0 SP08 Note:
Applies to the versions before 1608: Do not place in the same VU with Agent Server. |
Universal Queue |
Optional |
UniversalQueue |
Available as of 1611. Manages contact routing together with CEM Servers. A system should have only one active Universal Queue at a time. |
Web Clients |
Mandatory for all systems |
CDT |
Requires Web Server package in the same virtual unit. |
Web Server |
Mandatory for all systems |
Webclient |
Note:
Applies only to the versions before 1608: Do not place in the same VU with ECF Web Server. |
Terminal Component |
Description |
Note |
---|---|---|
terminal_Proxy.msi |
The client end service that communicates with the CDT application. |
Works as a proxy between the terminal core component and the user interface. CDT requires that terminal_Proxy is installed. Note: Install Proxy before other terminal components.
|
terminal_Core_7.0.x.x.msi |
Actual terminal component. |
CDT requires that also terminal_Proxy is installed. Several core component versions can exist on the workstation simultaneously. The software always uses the newest one, unless a specific version is defined in IA in the Web Client installation. Note: If the auto-update is in use, do not install the MSI package.
|
terminal_HS_xxx.msi Special cases: terminal_HS_USBHS.msi |
Device adaptor for the xxx headset. Note:
If more than one headsets is used on a workstation, terminal_HS_USBHS.msi must be installed as well. It provides the handsets.ini information about which adaptor is used with which headset. The terminal_HS_PlantronicsV3.msi headset requires that a third-party run-time package is installed as well. |
Requires that terminal_Core component is installed already, and if CDT is to be used, also terminal_Proxy. Note: If the auto-update is in use, do not install the MSI
package.
|
terminal.msi |
Complete package that includes all terminal_ packages listed above. Not available in cloud edition. |
This package cannot be delivered with a group policy, it must be installed on each client workstation separately. For demo and training purposes only, not for production use. |
mctabuff.msi |
Installs a ClientCOM ActiveX component required for Online Monitoring and telephony integration with third parties. |
Not included in the complete terminal package. Downloads automatically if that is allowed in IE settings. Note: As of FP11, this ClientCOM component works also with C4C integration.
|
wvp.msi |
Video ActiveX component of CDT. Enables sending and receiving video stream. |
Not included in the complete terminal package. Note: If the auto-update is in use, do not install the MSI package.
|
CalendarIntegration.msi |
Outlook Calendar Integration component. |
Requires that terminal_core is installed. |
Convergence.msi |
Installs Convergence component. |
Requires that terminal_core is installed, and possible handset drivers if a handset is used. |
clientcom.msi Obsolete, removed from the package in FP11, as also the folder SAP CRM Cloud Integration Components. |
Installs Sinch Contact Center ClientCom for SAP Cloud for Sales and Service, for CDT only. |
Not needed anymore as the ClientCOM component from the mctabuff.msi package can be used. |
CloudConnector.msi |
Installs click-to-call function in SAP Cloud for Customer. |
Not included in the complete terminal package. Note:
Make sure you install components of SAP Cloud for Customer in right order. For more information, see Client Workstation Guide section SAP Cloud for Customer Integration. Installation order:
Added in SP06. |
Folder: 3rd_party Plantronics > SpokesSDKNativeRuntime.msi |
The Plantronics run-time package that an updated Plantronics integration component, terminal_HS_PlantronicsV3.msi, requires. |
Added in SP10. |