Running the Setup Wizard

Configuration file

A configuration file is created by an installation tool called Platform Configuration. This software installer queries for system and solution-set information and creates a single configuration file with this information. The file is then loaded by the same utility on all servers in a solution set, one at a time, to install Callback software.

The tool can be used on any server in the Callback system or from any offline computer when creating the configuration file.

The Configuration File screen allows you to:

• Create a new configuration file to be used for installation in a solution set, OR
• Load and install an existing configuration file to be installed on a server, OR
• Load and edit and existing configuration file

Creating a new configuration file

This creates a new configuration file to be used for installing a solution set. This option begins the process of querying for information pertaining to your solution set and gathering the necessary data to be used on all servers.

Once complete, a single configuration file is created to be used to install Callback on all servers in the solution set, including the current server.

To create a new configuration file for a solution set:

• Select the Create new configuration file for Solution Set option.
• Click Next to proceed to the Role Allocation screen.

Loading an existing configuration file

Selecting this option allows you to install from or edit an existing configuration file. This option is automatically selected and the file name is populated if the installer detects the default configuration file (solution.json) in the same directory.

To load an existing configuration file:

• Select the Load existing configuration file option.
• Enter the path to the solution.json file.
• (Optional) Select the Edit radio button to change the current configuration file.
  • Editing a configuration file allows you to make any necessary changes. If changes are made, the file can be saved later and renamed.
  • The original options/settings that were configured in the file are retained and displayed as you are prompted through the Platform Configuration screens again. Proceed to Role Allocation.
• Select the Install radio button.
• Click Next to install On-Premise Callback using the the selected configuration file on this server.

(Optional) To load an existing configuration file via the command line or to run unattended (silent install):

• Open a Command Prompt with Administrator permissions.
• To edit and then install a configuration file, enter: setup.exe /solution= filename.json
• To silently install from a configuration file (the file must be in the setup directory) on this server, enter:setup.exe /S /solution= filename.json

Role Allocation

The Role Allocation screen allows you to:

• Define the number of instances of the Core and Management roles in the solution set.
• Enter the number of IVR Peripheral instances needed.

Core instance

The Core Instance handles the primary functions of the Callback system and includes Queue Manager, OpMode Server, Report Writer, and Provider. It also includes Core Monitor, which controls the start, shutdown, and restart of Core components.

• For a standalone solution, select One.
• For a High Availability solution, select Two.

Management instance

The Management Instance contains all of the On-Premise Callback user interfaces and web services, plus additional system management components such as Message Bus.

A Peripheral instance is also installed for each management instance, including. Peripheral instances contain an instance of Peripheral Monitor, which is responsible for monitoring and restarting the Management components in case of failure.

• For a standalone solution, select One.
• For a High Availability solution, select One or Two.

IVR Peripheral instance

The IVR Peripheral instance includes an instance of Peripheral Monitor and either GlobalCall IVR or Outbound IVR. Peripheral Monitor keeps track of the installed Outbound IVR and restarts it in case of failure. It also monitors the state of Queue Manager and reroutes the installed Outbound IVR to the running Queue Manager in the event of a failover.

Most solutions (whether standalone or High Availability) will include at least one instance of the IVR Peripheral role.

Enter 0 in the following scenarios:

• An Outbound IVR is not needed or is not being used.
• The Callback implementation uses the Genesys TMakePredictiveCall method to initiate outbound calls.

Servers

The Servers screen allows you to:

• Define and add servers to a solution set, OR
• (Optional) Remove servers from the solution set.

Servers that are to be defined here are only Core, Management, and IVR Peripheral instances (Outbound IVR).

Adding servers

• Enter the name of the server in the Server field.
• Enter the IP address in the IP Address field.
• Click Add.
• Repeat Steps 1-3 for each server in the solution set.
• Click Next once all servers have been added.

Removing servers

• Select a server in the Servers Added field.
• Click Remove.
• Repeat Steps 1 and 2 for any other listed servers.

Core Role configuration

The Core Role Configuration screen allows you to:

• Associate servers with Core instance.
• Enter display names for the Core instances.
• Assign TIAL components and a port number for Queue Manager.
• Assign port numbers for the Operation Mode server and client.
• Select a Real-Time Adapter.

The appearance of the Core Role Configuration screen reflects the choice made in the Role Allocation screen.

If you selected only one Core instance, the screen displays one server in the Server dropdown list and one Display Name field. If you selected two Core Instances, the screen displays two areas, one for each core instance.

Core instances

For each Core instance:

• Select the server from the Server dropdown list.
• Enter a name for the Core instance you want to be displayed in the System Management user interface.

If you click Back to return to previous screens to modify the number of servers and/or the number of Core instances, the Core Role Configuration screen will update to reflect your changes.

Queue Manager

Queue Manager is the core component of the Callback platform. It is responsible for tracking each call's queue position, calculating wait time and other statistics, managing pending callback requests and determining the optimal queue treatment for each call. The TIAL selection configures the CTI interface used by Queue Manager.

TIAL

Select one of the following TIAL components:

• None: Select this option if Queue Manager will connect to ININ-CIC or Cisco UCCX via Platform Toolkit (PTK).
• Aspect: Select this option if Queue Manager will connect to an Aspect Contact Server or Application Bridge interface in your environment.
• Avaya: Select this option if Queue Manager will connect to an Avaya CVLAN interface in your environment.
• Avaya TSAPI: Select this option if Queue Manager will connect to an Avaya TSAPI interface in your environment.
• Cisco: Select this option if Queue Manager will connect to a Cisco ICM Router and Peripheral Gateway interfaces in your environment.
• Cisco with CVP: Select this option if Queue Manager will connect to a Cisco ICM Router and Peripheral Gateway interfaces while using the Cisco Voice Platform to provide callback treatment in your environment.
• Genesys: Select this option if Queue Manager will connect to a Genesys T-Server in your environment.
• Genesys with Nortel: Select this option to connect a Nortel switch, through Genesys, to your environment.

Port

We recommend using the default port numbers unless there are special restrictions required for your installation.

• Enter a value in the following Queue Manager Port Assignment field:
• Port default is 9999

Operation Mode

We recommend using the default port numbers unless there are special restrictions required for your installation.

• Enter values in the following Operation Mode Port Assignment fields:
  • Client Port default is 0
  • Server Port default is 9100

Real-Time Adapter

To install a Real-Time Adapter:

• Select an adapter from the Real-Time Adapter field:
  • None - default
  • Genesys Stat Server
  • Avaya TServer
  • Avaya TSAPI
  • Interactive Intelligence CIC
• Click Next.

Management Role configuration

The Management Role Configuration screen allows you to:

• Associate servers with Management roles
• Enter display names for the Management instances

For each Management instance:

• Select the server from the Server dropdown list.
• Enter the name for the Management instance to display in the System Management user interface.
• Click Next.

If you click Back to return to previous screens to modify the number of servers and/or the number of management roles, the Management Role Configuration screen will update to reflect your changes.

IVR Peripheral Configuration

The IVR Peripheral Configuration screen allows you to specify the following for each IVR Peripheral instance:

• IVR Peripheral instance server and display name
• Type of IVR peripheral (GlobalCall IVR or External IVR)
• GlobalCall options:
  • Dialogic devices
  • HMP information (IP integration)
• External IVR Options
  • Outbound IVR
  • OCC
• Associate each Peripheral instance with a Core instance

IVR Peripheral Instance

The Server drop-down list displays defined servers. It excludes previously assigned IVR servers.

• Select the server from the drop-down list.
  • If the IVR Peripheral server is one of the Management servers, the default Display Name is what was specified for the Management server.
  • If the IVR Peripheral server is different than a Management server, the default Display Name is IVR Peripheral.

IVR Peripheral

• Select the radio button for the IVR Peripheral type.
• Enter the IVR Port.
• If GlobalCall is selected, the GlobalCall Options section becomes active.
• If External IVR is selected, the External IVR Options section becomes active.

GlobalCall Options

Specify the options by selecting or clearing the checkboxes.

• The Install IVR Prompts checkbox is selected by default if enabled.
• Select your Dialogic device from the Dialogic Device drop-down. Options are:
  • DMV
  • JCT
  • H.323
  • SIP
• If you select DMV or JCT, the Aspect CallCenter and Aspect Spectrum options are available.
  • Only one Aspect option can be selected.
• If you select H.323 or SIP, the IP Integration options are available.
  • Select one of the following:
    • Cisco (SIP only)
    • CVP dial out via Gatekeeper
    • CVP dial out without Gatekeeper
    • Genesys SIP Server (SIP only)
• Click Next.

If you have additional IVR Peripheral servers to define, you are prompted to repeat all steps until all servers are complete.

External IVR Options

• Select an External IVR from the drop-down menu. Options are:
  • Outbound IVR
  • OCC
• If Outbound IVR is selected, click Next and proceed to Database Connection.
• If OCC is selected, Voice Platform options become active in the drop-down menu.
  • Select one of the following:
    • IVG (Avaya)
    • IVG (Cisco UCCE)
    • IVG (Genesys)
    • CIC
    • UCCX
• Enter an IVR Group Name.
• Click Next.

OCC - IVG (Avaya)

If OCC was not selected on the IVR Peripheral Configuration screen, you will proceed to Database Connection.

Use the following steps to configure IVG (Avaya) for Outbound Contact Client.

• Enter solution-specific values for each field in the Outbound Contact Client Setup - IVG (Avaya) window.

• Click Next to move to the next Outbound Contact Client Setup - IVG (Avaya) screen.
• Enter the solution-specific values for each field in the Outbound Contact Client Setup window.

• Click Next.

If additional IVR Peripheral servers need to be defined, clicking Next will return to the IVR Peripheral Configuration screen.

OCC - IVG (Cisco)

Use the following steps to configure IVG (Cisco UCCE) for Outbound Contact Client.

• Enter solution-specific values for each field in the Outbound Contact Client Setup - IVG (Cisco UCCE) window.

• Click Next to move to the next Outbound Contact Client Setup - IVG (Cisco UCCE) screen.
• Enter the solution-specific values for each field in the Outbound Contact Client Setup window.

• Click Next to move to the next Outbound Contact Client Setup - IVG (Cisco UCCE) screen.
• Enter the solution-specific values for each field in the Outbound Contact Client Setup window.

• Click Next.

If additional IVR Peripheral servers need to be defined, clicking Next will return to the IVR Peripheral Configuration screen.

OCC - IVG (Genesys)

Use the following steps to configure IVG (Genesys) for Outbound Contact Client.

• Enter solution specific values for each field in the Outbound Contact Client Setup - IVG (Genesys) window.

• Click Next to move to the next Outbound Contact Client Setup - IVG (Genesys) screen.
• Enter the solution-specific values for each field in the Outbound Contact Client Setup window.

• Click Next.

If additional IVR Peripheral servers need to be defined, clicking Next will return to the IVR Peripheral Configuration Screen.

OCC - CIC

Use the following steps to configure CIC for Outbound Contact Client.

• Enter solution specific values for each field in the Outbound Contact Client Setup - CIC window.

• Click Next.

If additional IVR Peripheral servers need to be defined, clicking Next will return to the IVR Peripheral Configuration Screen.

OCC - UCCX

Use the following steps to configure UCCX for Outbound Contact Client.

• Enter solution specific values for each field in the Outbound Contact Client Setup - UCCX window.

• Click Next.

If additional IVR Peripheral servers need to be defined, clicking Next will return to the IVR Peripheral Configuration Screen.

Database Connection

The Database Connection screen allows you to specify the following for the database server:

• Site name (identifies the tenant)
• SQL Server
• Type of authentication (SQL Server or Microsoft Windows)
• SQL Server username and password
• VHT configuration and historical reporting database names

• Enter the site name of the Callbacksolution.
  • The site name can only include alphanumeric characters (0-9, a-z, A-Z), underscores (_), hyphens (-), periods (.), commas (,), and blank spaces.
• Select the name of the SQL Server host from the drop-down list or enter a hostname if the SQL Server host is not included in the list.
  • Do not enter "localhost" as a hostname.
  • The FQDN is not needed when entering a name that is not in the list unless SQL Server is on a different domain.
• Select either the SQL Server Authentication or Microsoft Windows Authentication radio button.
  • If SQL Server Authentication is used, SQL Server usernames and passwords will be listed (in plain text) in the Callbackweb.config files.
  • If Microsoft Windows Authentication is used, you can enter the Windows Service Account information on the Service Account Configuration screen.
• For SQL Server Authentication, enter the SQL Server username and password. Otherwise, proceed to the next step.
  • The SQL Server password is encrypted and is not displayed when entered.
• Select Validate connection to SQL Server if you want to verify that the database can be accessed.
  • A message appears to advise you whether the validation is unsuccessful.
• Enter a name for the configuration database.
  • The default name is VHT_Config. Enter a different name if desired.
• Enter a name for the historical reporting database.
  • The default name is VHT_RPT.
• Click Next.

IIS Application Pool User Account

The Callback installation process configures most of its web services and the database server within IIS application pools. You can specify the user account to be used for the application pool identities.

The application pools need to be able to access local files on the server where the Web services reside. They access the local files via this user account. This user account may also be used for database access if Microsoft Windows Authentication is used.

The IIS App Pool User Account screen allows you to specify the following for the IIS custom user account:

• User account
• Password

To create a new user account for the IIS application pool identity:

• Enter the user account in the format DOMAIN\Username
• Enter the password.
• Click Next.

Service Account Configuration

If you selected Microsoft Windows Authentication on the Database Connection screen, then you need to provide your Windows Authentication Service credentials. This user account should have database access and permissions.

You also have the option to use your IIS credentials from the previous IIS Application Pool Identities screen.

To add your Windows Service Account information:

• Enter the Service Account in the format Domain\user
• Enter the Password associated with the service account.
• Click Next.

OR

• Click the Copy IIS User button to use your IIS credentials.
• Click Next.

Restart options

If a component of Callback stops responding, it will automatically be restarted. If multiple restarts take place, or multiple components stop functioning, Callback will perform a full restart in an effort to resolve the issue. You can configure the conditions under which the full restart will be triggered.

The Restart Options screen allows you to:

• Specify the maximum number of restarts allowed for Queue Manager and other components before a full restart is triggered.
• Specify the restart period to use when determining whether the maximum has been exceeded.

The Max Restart Count for components is cumulative. For example, one component restarting three times within the Restart Period and another component restarting two times will be considered five restarts.

Queue Manager Restart Options

Queue Manager has its own set of values, because it may take longer to restart than the other components.

• In the Max Restart Count field, enter the maximum number of times Queue Manager can restart within the Restart Period before the Peripheral Monitor instance triggers a full restart.
• In the Restart Period (seconds) field, enter the number of seconds during which the Peripheral Monitor instance counts Queue Manager restarts.

Component Restart Options

These values apply to the components contained on the Core, Management, and IVR servers (other than Queue Manager).

• In the Max Restart Count field, enter the maximum number of times components can restart within the Restart Period before the peripheral monitor triggers a full restart.
• In the Restart Period (seconds) field, enter the number of seconds during which the Peripheral Monitor instance counts component restarts.
• Click Next.

Platform Toolkit Endpoint

The Platform Toolkit Endpoint screen requires the hostname or IP address of the server on which PTK will be installed. Select a server that will be accessible by any applications making callback requests.

Save configuration

The Save Configuration screen displays a detailed summary of the complete solution set configuration including server names, roles, and display names. This configuration can be saved as a configuration file (default is solution.json) to a location of your choice for a new configuration.

When editing an existing configuration file, the name of the file is automatically displayed in the Configuration File field. You can rename it or save it to a new location if you wish.

In addition, you can install the configuration file if you are on a server in the solution set by selecting the checkbox (it is displayed and selected by default if the server you are on is part of the solution set).

Configuration File

• Accept the default configuration file name or enter a new name.
• Browse for a location to store the file.

This host (server) is part of your Solution Set. Leave this box checked to begin the installation process on the next screen.

• If the checkbox is selected, click Save and proceed with the installation.
• If the checkbox is not present or not selected, click Save and proceed to the Finish screen.

SQL Scripts

When the configuration file is saved, several database script files are written to a directory named SQL Server Database Installation Scripts. This directory is stored in the same location as the configuration file, which is also specified on the Save Configuration screen (the default location is the Virtual Hold Technology root directory).

These four scripts are written for use in creating the VHT_Config and VHT_RPT databases:

• VHT_Config.sql
• VHT_Config_Inserts.sql
• VHT_RPT.sql
• VHT_RPT_Inserts.sql

Additional optional scripts are also written. For more details on these script files and when you might need to run the scripts manually to create the databases instead of running them automatically during installation, see the Manually creating the Callback databases article.

Installation Summary screen

The Installation Summary screen displays a detailed summary of the components that are about to be installed on the current server.

Errors

If one of the following errors occurs, click OK and start the process over.

Choose installation location

The Choose Install Location screen allows you to select installation locations for the following:

• Callback software
• Callback log files
• Callback web applications

Warning

We recommend placing the solution.json installation file in the C:\Program Files (x86)\Virtual Hold Technology directory. Additional applications may require this file in order to run, and moving the file can interfere with the application connectivity.

These fields will default to the standard installation directory on the current machine (usually C:\Program Files (x86)).

To select a location other than the default, click Browse, then browse to the new folder.

When installing on a second management instance, the location for the Installation directory must be the same location that was used for the first Management instance.

Database file location

If the databases already exist, you will proceed to Management Instance Installation.

These fields will default to the path to the SQL Server master database.

To select a location other than the default, click Browse, then browse to the new file location.

Management instance installation

If you specified one Management instance on the Role Allocation screen or you are not installing a Management instance on this server, you will proceed to Choose Start Menu Location.

• Select Yes if this server is the first Management instance being installed or select No if this server is the second Management instance being installed.
• Click Next.

Custom Hybrid Cloud Connector

If you wish to install an instance of VHT Cloud Connector to link your enterprise Callback system with a Conversation Bridge account, select the checkbox on this screen.

Choose start menu folder

The Choose Start Menu Folder screen allows you to choose a Start menu folder for the Callback software shortcuts. This is also the screen that launches the actual installation of Callback software.

Choose Start menu folder

• Choose a Start menu folder for the Callback software shortcuts.
• Click Install.
• Certain software prerequisites might need to be installed if not already (Erlang and SQL Client Tools and Command Line Utilities).

Installation of the software can take up to 15 minutes to complete.

(Optional) Install VHT Cloud Connector

Use the following steps to complete the Cloud Connector installation.

• Installation Directory: Change the installation directory here if you do not wish to use the default location.

By default, the Cloud Connector executable will be installed to:

• 64-bit operating systems: C:\Program Files (x86)\Virtual Hold Technology\Cloud Connector
• 32-bit operating systems: C:\Program Files\Virtual Hold Technology\Cloud Connector

• Configuration: Change the name of the Windows service to be installed, if you wish, or update information for the PTK host to be used by Cloud Connector.

Defaults are provided for installation on the same server as PTK. These may need to be modified, depending on the specifics of your installation:

• Enable Workers: Select Premise Client and Certificate Renewer, at a minimum, and any other components you wish to install. The Premise Client worker will allow Cloud Connector to communicate with Conversation Bridge. The Certificate Renewer worker will ensure that Cloud Connector continues to authenticate successfully with Conversation Bridge.

• Continue to follow the Setup Wizard prompts until the installation process is complete.

Finish

One of two Finish screens appears when complete depending on the type of operation you performed.

Single server

• Click Finish to close the wizard.
• Install the license file on each Management instance.
• Proceed to On-Premise Callback Configuration.

Solution Set

• Click Finish to close the wizard.
• Run the Software Setup wizard again on each server in the solution set by loading this existing configuration file.