Prior to installing On-Premise Callback software, prepare your servers to receive the software.

Synchronizing servers

Verify all servers are set to the same time of day.

Allocating server memory

Partitioning hard drive

See System Requirements for hardware requirements.

Partition the boot drive into two usable partitions:

• OS partition using half of the drive space.
• Secondary (Extended) partition using remainder of drive for the log files and the VHT_RPT database.

Format each partition using NTFS.

Installing OS updates and service packs

See System Requirements for supported operating systems.

Installing IIS

Identify the version of Internet Information Services (IIS) compatible with your version of On-Premise Callback software in the System Requirements documentation.

Perform the following steps to install IIS:

1. Install the IIS version specified in the System Requirements, making sure to install the following components:
   1. Application Server Console
   2. ASP.NET Version identified in the System Requirements
   3. Network COM+ Access
2. Verify the following items in the server setup after installation:
   1. The server has an Application Server role.
   2. The IIS items listed in the previous step are installed under Control Panel > Add/Remove Programs > Add/Remove Windows Components (on the left) > Application Server.

Configuring IIS

When using IIS 10, several features must be activated.

Open the Control Panel, select Programs and Features, select Turn Windows Features On or Off:

• IIS 10 on Windows Server 2016 or 2019
  • In Add Roles and Features Wizard, click Next to advance to Installation Type
  • Select Role-based or feature-based installation
  • Click Next to advance to Server Selection
  • Select the server hosting IIS for Virtual Hold
  • Click Next to advance to Server Roles
  • Scroll down to and expand Web Server (IIS)
  • Expand Web Server
  • Expand Common HTTP Features and turn on the following:
    • Default Document
    • HTTP Errors
    • Static Content
    • HTTP Redirection
  • Expand Health and Diagnostics and turn on the following:
    • HTTP Logging
    • Important: Only turn on HTTP Logging for debugging use. Running HTTP Logging for extended periods of time consumes drive space.
  • Expand Performance and turn on the following:
    • Static Content Compression
  • Expand Application Development and turn on the following:
    • .NET Extensibility 3.5
    • .NET Extensibility 4.6
    • ASP.NET 4.6
    • ISAPI Extensions
    • ISAPI Filters

Updating OS and service packs

After IIS is installed and an Internet connection is established, perform all critical updates and service pack updates for Windows.

Loading the Windows service packs before installing IIS prevents necessary files from being updated.

Downloading and configuring SQL

Download and install the latest service pack for the SQL software.

Callback software is compatible with both Authentication Mode and Mixed Mode in SQL. If Genesys T-Server will be the middleware, use Mixed Mode.

Set the SQL Server Windows service to load automatically on OS start-up, and run as the Local System user. If scheduling SQL tasks, SQL Server Agent should be set up the same way.

Installing Dialogic cards and software

Before installing Callback, install the Dialogic card and Dialogic software for your environment.

• See the System Requirements to determine which Dialogic release is appropriate for your installation.
• See the Installing Dialogic Hardware & Software for TDM and Analog Boards guide for installation instructions.

Granting remote access for Mindful

If you would like VHT support representatives to remotely access your server for the purpose of fixing issues or upgrading your software (and you have purchased Callback software directly from VHT rather than through a VHT channel partner), you will need to install some type of Remote Access Software (Terminal Services, PC Anywhere, VNC, etc.). Coordinate user account access with your VHT representative.

If you purchased Callback software through a VHT Channel Partner, please consult with that partner on their requirements for ongoing support.

Virus Scanning

When an antivirus program scans through a directory, each file is momentarily locked as it is scanned. While this locking is extremely short and does not interfere with most programs, it can have an impact on any real-time application. In the case of Callback, if a file is locked when access is needed by the Callback software, the Callback system may fail, resulting in calls not being handled properly. Therefore, it is recommended that antivirus programs exclude the Callback program files directories, but maintain scanning on the remainder of the system. If exclusion is not permitted, a less-preferred alternative is to reduce the file scanning to once a day, at a time when call traffic is light or nonexistent.

Callback program files to exclude from virus scans

The following file paths and their subdirectories should be excluded from virus scanning. This can be done after the Callback software is installed.

• Callback Software Installation path
• Callback Log File Path
• Callback IIS Path
• All Callback Windows Services
• Dialogic Installation Path
• All Dialogic Windows Services
• Genesys components Installation Path
• Genesys components Windows Services

Installation worksheets

Use the following diagrams and worksheets to prepare for Callback installation.

For items marked in red, write down the information on these worksheets. This information is used to install the software.

Conceptual voice framework without Callback

The following occurs when a client calls your contact center:

1. The Public Switched Telephone Network (PSTN) routes the call to your contact center based on the dialed number (DNIS).
2. The PBX/ACD, based on the DNIS, routes the call to a holding DN.
3. The DN queues the call to an agent group.
4. The call is delivered to an agent when an agent is available.

Worksheet 1: Conceptual Voice Framework without Callback (right-click and select "View Image" to view/print full size)

Enter your Holding Queue ID and your Agent Group IDs

Conceptual voice framework with Callback

The following occurs when a client calls your contact center:

1. The Public Switched Telephone Network (PSTN) routes the call to your contact center based on the dialed number (DNIS).
2. When the call arrives at the PBX/ACD, it is directed to the Entry DN (Incoming Extension). The Entry DN has a script or vector with a route request to Callback. Callback determines whether the Callback IVR should get the call.
3. If the Estimated Wait Time (EWT) is below the Callback Turn On Threshold, Callback gives a route response to route the call to the Non-Treated/Under Threshold Queue ID. This DN may be the same as the Holding Queue ID if you have not designated a different Under Threshold DN.
   • The call is transferred to the next available agent.
4. If the EWT is greater than the Turn-On Threshold, the call will route to the Callback IVR using the IVR Server Route Point (this is the IVR Hunt Group DN).
5. Callback will receive the call on one of the Inbound IVR Extensions, which is in the hunt group. The IVR will quote the EWT and ask the customer if he would like to receive a callback:
   • If not, the call will route (5) to the ACD Holding Queue ID/DN.
   • If so, Callback requests the user's name and phone number.
6. Callback disconnects the call.
7. When it is the customer's turn to speak to an agent, the system initiates a call on one of the Outbound IVR Extensions.
8. The customer is called using one of the trunks on the PBX/ACD.
9. The Callback Outbound IVR verifies that the customer is on the line.
10. Callback transfers the call to the Callback Queue ID, which queues the call at the highest priority.
11. The customer speaks to the next available agent

Worksheet 2: Conceptual Voice Framework with Callback (right-click and select "View Image" to view/print full size)

Enter the following information:

• Entry DN
• Under Threshold DN
• Callback DN
• Holding Queue DN (from Worksheet 1)
• IVR Hunt Group
• IVR Extensions in the Hunt Group
• Outbound IVR Extensions

Worksheet 3: Conceptual Voice Framework with URS (right-click and select "View Image" to view/print full size).

Enter the following information:

• Entry DN
• Strategy Name on the URS
• Virtual Queue on the URS
• VRP Name
• IVR Place Group on Callback Queue Manager
• Inbound IVR Extensions
• Outbound IVR Extensions

Site names, Queue names, and IVR server names

The configuration of Callback software via the Configuration UI is site specific and queue specific. For this reason, it is important to plan your site and queue names.

Site Name

Site Name refers to the name of a Callback installation on a Queue Management server. While Configuration is able to administer multiple sites, each Queue Management server can only have one Site Name associated with it. We recommend using a Site Name that refers to the physical location of a contact center.

The Site Name is established during the installation process and cannot be changed after installation. If you need to change the Site Name, contact Mindful Support.

Queue Name

Queue Name refers to the name of a queue associated with specific DNs, extensions, and settings. We recommend using a Queue Name that corresponds to a particular agent group or skill, such as Sales or Billing. The Queue Name (and Queue ID) can technically contain 255 characters, but only the first 60 characters will appear within the Configuration UI. Therefore, we recommend using 60 characters or less in order for it to display correctly. A Queue Name can be changed after installation. Queue Name and Queue ID are technically two different items, but we recommend making the Queue Name and Queue ID the same. Each queue can also belong to a Queue Group.

Queue Group

A Queue Group is a logical grouping of queues. When you add a Queue Group to a queue, you associate the queue with that Queue Group. These groups provide another filter when selecting rows to display in reports, providing more finely tuned results.

For example, if you entered a Queue Group name of "Customer Service" to the Eng_Cust_Serv queue, then Eng_Cust_Serv would become part of the Customer Service Queue Group. Queue Groups can be changed after installation. Each queue can only belong to one Queue Group.

The IVR ID is the name of the IVR that will receive Callback-treated calls for that queue. For this reason, it is important to note the IVR ID for the queue so it can be appropriately defined.

Normally, calls on one entry DN are handled by a single IVR:

However, in most multiple-IVR installations, each IVR server has a different IVR ID:

Moreover, assigning multiple IVR servers to one entry DN can be used to improve traffic balancing or to meet a routing need. To realize these types of improvements, assign the same IVR ID to all of the IVR servers to be used for calls that come in on a particular entry DN:

Servers and File Locations

During the installation process, the installation program will prompt for information for different servers. If the software is located on the same server, the same server name and IP address will be used for all of the servers. However, the software will need different port and host locations to allow the different software programs to run on the same server. This information is provided in the Server Installation Information Worksheet below. Follow the instructions below, and enter the information in the worksheet:To find the server name, use the hostname command on the command line:

1. Click Start > Run.
2. Type cmd and click OK. A command prompt window will appear.
3. Type hostname and press Enter. The host/server name will appear.
4. Write this information in the following worksheet.

Server Installation Information Worksheet:

To find the IP address of the server:

1. Click Start > Run.
2. Type ipconfig and press Enter. The IP Address will appear.

Write this information in the Server Installation Information Worksheet above.

Regarding the Historical Database (VHT_RPT) installation path:

• The program databases and log files will expand with incoming call data. For this reason, it is important to make sure that the installation path is located on a drive large enough to house the databases. The default installation drive is drive C. If drive C is not the largest configured drive on the server, then you should install the files to the largest available drive.
• Use the Server Installation Information Worksheet above to write down the locations where the files will be stored. Use the recommended file paths in the worksheet as a guide. The letter X represents the largest available drive.
• For sizing purposes, you can estimate that the VHT_RPT database will grow by 1.44KB per call,for all calls seen by the Callback system.

Preparing a site for PBX/ACD and middleware

The setup detailed below for the PBX/ACD and Middleware is a high-level list. For more detailed information regarding your specific PBX/ACD and Middleware, reference the Callback ACD Configuration Guide for your PBX/ACD type, or search for your product documentation in the Genesys Knowledge Base at http://docs.genesys.com/Documentation.

For each queue:

1. Create a new Entry DN. Create a vector/script for this DN, which will send an adjunct route request to the Queue Manager server's CTI link. If no route response is received after a certain amount of time (indicating that the Queue Manager is down), route the call to the Holding DN.
2. Create an Under Threshold Queue DN to report on calls who enter the contact center when wait times were under the Callback Turn On Threshold.
   1. If you created an Under Threshold Queue DN, you must also create a vector/script for this DN, which will queue the call to the appropriate Skill/Agent Group with priority medium/normal.
3. If not using an Under Threshold Queue, use an existing Holding Queue ID/DN.

Creating a Callback queue DN

Create a vector/script for this DN, which will queue the call to the appropriate Skill/Agent Group with priority high.

Setting up Middleware

If middleware software is going to be used, set up the middleware software and verify the software is configured with the correct information, such as: PBX/ACD switch type, the agent extensions/login ID's, Entry DN, Holding DN, Callback DN, and all IVR Extensions.

Establishing login for the user

It is recommended to establish/create a login for the user who will run the Callback software.

• The Windows user running this installation program must be a member of the domain (if installing databases, Web services or Web applications on a different server), or a local user (if installing everything on the same server), and must have access rights to create databases where the databases will be installed, and full control access to IIS. Once the install is completed, if necessary, full-control access to IIS can be removed.