Software Component Matrix

Sinch Contact Pro

Table 1. Administration Packages

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.

Table 2. Installation Packages

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:

  • Restful Configuration Interface (RCI) for limited configuration of users, user groups, queues, queue groups, roles, skills, time zones and presence profiles
  • Restful Monitoring Interface (RMI) enables monitoring contacts, agents and queue statuses.
  • C4C Analytics Upload enable uploading monitoring data from Sinch Contact Pro to C4C.
  • Restful Task Interface (RTI) provides the restful interface in addition to the SOAP-based legacy Task Managing Interface (TMI).
  • License Reporting Interface (LRI) enables reporting the usage of Sinch Contact Pro.

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

Removed in FP18

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.

Table 3. Client Workstation Components

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 Pro 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 Service Cloud.

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 Service Cloud Integration.

Installation order:

  1. Make sure there is the ClientCOM component installed.

  2. SAPCODCTIClientAdapterSetup.exe from SAP CRM OnDemand software delivery

  3. CloudConnector.msi

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.