Software Packages

Use

Each software package contains a list of variables needed to instantiate the software. Many of the variables have a working default value, but some variables can only be known by the administrator (for example IP addresses) and must be manually entered in the Infrastructure Administrator (IA) tool during installation.

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 and Important SAP Notes. 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 option	ChainMatcher	New package in 1705.
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	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: Make sure there is the ClientCOM component installed. SAPCODCTIClientAdapterSetup.exe from SAP CRM OnDemand software delivery 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.