Hardware and System Software Specification for Cisco Unified Web and Interaction Manager

Transcription

1 Hardware and System Software Specification f Cisco Unified Web and Interaction Manager F Unified Contact Center Enterprise Release 9.0(1) January 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of Califnia, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of Califnia. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Cisco and the Cisco logo are trademarks registered trademarks of Cisco and/ its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to CCVP, the Cisco logo, and Welcome to the Human Netwk are trademarks of Cisco Systems, Inc.; Changing the Way We Wk, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwk Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FmShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, IP/TV, iq Expertise, the iq logo, iq Net Readiness Scecard, iquick Study, LightStream, Linksys, MeetingPlace, MGX, Netwkers, Netwking Academy, Netwk Registrar, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/ its affiliates in the United States and certain other countries. Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown f illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Third-party trademarks mentioned are the property of their respective owners. The use of the wd partner does not imply a partnership relationship between Cisco and any other company. (1110R) Hardware and System Software Specification f Cisco Unified Web and Interaction Manager: F Unified Contact Center Enterprise. January 7, 2013 Copyright 2012, Cisco Systems, Inc. All rights reserved.

3 Contents About This Guide Server Components Virtual Server Suppt f Server Components Hardware f Server Components Software f Server Components File Server Application Servers Messaging Server Web Servers Services Server Database Server User Desktops Bandwidth f User Desktops Hardware f User Desktops Software f User Desktops Customer Desktops Hardware f Customer Desktops Software f Customer Desktops Mobile Devices f Customers Contents 3

4 Welcome to Cisco Interaction Manager, multichannel interaction software used by businesses all over the wld to build and sustain customer relationships. A unified suite of the industry s best applications f web and interaction management, it is the backbone of many innovative contact centers and customer service ganizations. Cisco Interaction Manager includes a common platfm and one both of the following applications: Cisco Unified Web Interaction Manager (Unified WIM) Cisco Unified Interaction Manager (Unified EIM) About This Guide This document outlines the recommended hardware and software specification f Unified Web and Interaction Manager. It provides details about compatible third party software requirements and contains links to other documents that provide hardware and bandwidth specifications. Document Conventions This guide uses the following typographical conventions. Convention Italic Bold Monospace Variable Indicates Emphasis, the title of a published document. Labels of items on the user interface, such as buttons, boxes, and lists. The name of a file folder, a database table column value, a command. User-specific text, provided by the user. Or, text that must be typed by the user. Document conventions Server Components Virtual Server Suppt f Server Components Unified EIM and WIM is certified with the following versions of VMWare: VMWare ESXi 4.x VMWare ESXi 5.x Virtualized deployments must utilize the OVA templates available on the DocWiki f proper sizing and resource utilization. F details, see 4 Hardware and System Software Specification f Cisco Unified Web and Interaction Manager

5 Hardware f Server Components To determine hardware requirements f servers, use the following document: Cisco Unified Web and Interaction Manager Solutions Reference Netwk Design Guide. Software f Server Components These are the requirements f Unified Web and Interaction Manager server components. F me infmation about each server component, refer to Cisco Unified Web and Interaction Manager Solutions Reference Netwk Design Guide (f Cisco Unified Contact Center Enterprise). File Server Microsoft Windows 2008 R2 Edition: Standard Enterprise Software requirements f the file server Application Servers Microsoft Windows 2008 R2 Edition: Standard Enterprise JDBC driver Microsoft SQL Server JDBC Driver version 3.0 Application server and servlet engine Java JBoss (included on the product CD) Oracle JDK 1.7 (Update 2 higher) (JDK 1.7 Update 7 included on the product CD) Symantec AntiVirus Cpate Edition 10.1 Software requirements f application servers 5

6 Messaging Server Application server and servlet engine Java Microsoft Windows 2008 R2 Edition: Standard Enterprise JBoss (included on the product CD) Oracle JDK 1.7 (Update 2 higher) (JDK 1.7 Update 7 included on the product CD) Symantec AntiVirus Cpate Edition 10.1 Software requirements f the messaging server Web Servers Microsoft Windows 2008 R2 Edition: Standard Enterprise Web server Microsoft IIS 7.5 Symantec AntiVirus Cpate Edition 10.1 Software requirements f web servers 6 Hardware and System Software Specification f Cisco Unified Web and Interaction Manager

7 Services Server Microsoft Windows 2008 R2 Edition: Standard Enterprise JDBC driver Microsoft SQL Server JDBC Driver version 3.0 Java Oracle JDK 1.7 (Update 2 higher) (JDK 1.7 Update 7 included on the product CD) Symantec AntiVirus Cpate Edition 10.1 Software requirements f the services server Database Server Database Microsoft Windows 2008 R2 Edition: Standard Enterprise Microsoft SQL Server 2008 R2 (SP1 higher) Edition: Standard Enterprise Symantec AntiVirus Cpate Edition 10.1 Clustering f failover (optional) A cluster of database servers can be configured to achieve failover. Software requirements f the database server User Desktops Bandwidth f User Desktops This section describes the bandwidth required between the user desktops and the web servers in the Unified Web and Interaction Manager deployment. At login: Average bandwidth requirement at login is 384 kilobits/second per user. 7

8 At steady state: Average bandwidth requirement after login, wking at a steady state, is 40 kilobits/second per user. These values are based on load tests run in our labs. Hardware f User Desktops While determining hardware needs, in addition to the minimum requirements mentioned here, consider the resources required f other applications that will be running on the desktop at the same time as Unified Web and Interaction Manager. CPU RAM Hard disk Screen resolution Minimum requirements Intel Pentium 4 AMD Athlon F Microsoft Windows XP: 1 GB 256 MB available physical memy f Unified Web and Interaction Manager F Microsoft Windows Vista: 2 GB 256 MB available physical memy f Unified Web and Interaction Manager F Microsoft Windows 7: 2 GB 256 MB available physical memy f Unified Web and Interaction Manager 512 MB f the Tempary Internet Files folder used by Internet Expler 1024 x 768 pixels (minimum as well as recommended setting) Minimum hardware requirements f user desktops 8 Hardware and System Software Specification f Cisco Unified Web and Interaction Manager

9 Software f User Desktops language Java runtime environment Web browser Microsoft Windows XP (SP 3 higher) Microsoft Windows Vista (SP 2 higher) Microsoft Windows 7 Note: See Cisco Finesse Installation Guide to identify the OS that will wk with both Unified Web and Interaction Manager and Cisco Finesse. Chinese (Simplified), Danish, Dutch, English, French, French Canadian, German, Italian, Japanese, Kean, Spanish, Swedish, Brazilian Ptuguese, Ptuguese, and Russian Oracle JRE (Update 30 higher) (JRE Update 35 included on the product CD) Standard editions of the following browsers: Microsoft Internet Expler 7.0 Microsoft Internet Expler 8.0 Microsoft Internet Expler 9.0 Cisco Finesse Cisco Finesse 8.5(3) Cisco Finesse 9.0(1) Optional item f web collabation MeadCo Security Manager 6,4,440,40 Symantec AntiVirus Cpate Edition 10.1 Localized user interface Chinese (Simplified), Danish, Dutch, English, French, French Canadian, German, Italian, Japanese, Kean, Spanish, Swedish, Brazilian Ptuguese, Ptuguese, and Russian. NOTE: Chinese (Simplified), Japanese, and Kean user interfaces require operating systems in cresponding languages. Software requirements f user desktops 9

10 Customer Desktops Hardware f Customer Desktops We do not mandate any minimum requirements f customer desktops used in chat interactions. Software f Customer Desktops These software requirements are f customer desktops used in chat interactions. There are no specific software requirements f desktops used f s. Browsers One of the following: Microsoft Internet Expler 7 higher Mozilla Firefox 3 higher Safari 4 higher Google Chrome 5 higher Opera 9 higher JavaScript Cookies Popup blockers Javascript must be enabled. Cookies must be enabled. Popup blockers need to be disabled f web collabation. Browsers suppted f chat interactions Mobile Devices f Customers Apple ios (3.3 higher) and Android (2.1 higher) devices are suppted f chat. 10 Hardware and System Software Specification f Cisco Unified Web and Interaction Manager