Contact Expert v7.4 for Skype for Business Server

Contact Expert Clean Install Guide

Introduction

This guide describes how to deploy Contact Expert for the first time.

This clean installation can be performed only in environments where no previous versions of Contact Expert have been installed yet. If you would like to upgrade an existing Contact Expert instance to a new version, please perform an upgrade install. For further information, please visit the Deployment Guide.

To proceed with the clean install, please obtain the corresponding Contact Expert clean installation media (ISO file or DVD).

To get the complete list of all enhancements implemented and all bugs fixed in this Contact Expert version, and view our recommendations and other notes about this version, please check the Release Notes document.

Installing CE Databases

Creating Contact Expert Databases

Note

Before starting the installation of Contact Expert databases, please make sure all Prerequisites are already installed on the target computer.

  1. Launch SQL Server Configuration Manager on the CE Database Host.

  2. Click the SQL Server Services node in the navigation tree at the right. A list of services shows up in the left side pane.

  3. If the Start Mode property of SQL Server Browser service is not set to Automatic, perform the following steps to change it, otherwise skip these steps.

    1. Right-click SQL Server Browser and select Properties.

    2. On the Service tab, select Automatic from the Start Mode options. Click OK and close SQL Server Configuration Manager.

  4. Open SQL Server Management Studio and connect to CE Database Host with a login account having database system administration ("sa") privileges.

  5. Open the CE\CE_DB\CESystem.sql script file from the installation media.

  6. Optional: If you would like to place the database files into a location other than the default path ([SQLPath]\DATA), you need to set the value of @ce_db_data_dir and @ce_db_log_dir script variables in the script accordingly.

  7. Execute the script.

  8. Open the CE\CE_DB\CEReport.sql script file from the installation media.

  9. Optional: If you would like to place the database files into a location other than the default path ([SQLPath]\DATA), you need to set the value of @ce_db_data_dir and @ce_db_log_dir script variables in the script accordingly.

  10. Execute the script.

Installing CE Server Roles

First Steps

Note

Before starting the installation of Contact Expert server roles, please make sure the CE Core Host computer meets the prerequisites.

Perform the next steps before setting up Contact Expert server roles on CE Core Host:

  1. Make sure that CE Core Host is a member of the Microsoft Skype for Business enabled Active Directory domain.

  2. Assign a certificate to CE Core Host by performing the steps listed in Configuring CE Certificates section.

Tip

If you intend to install any component to a location other than the default path (C:\Geomant\CE), please ensure that there are no white space characters in the path. For example C:\Program Files\Geomant\CE might cause problems as it contains a space.

WebChat Components

The Server Roles installer package CE\CE_Server\setup.msi deploys all components that are needed for Contact Expert chat media channel to work with the cloud based components.

While the installer deploys the chat components, Supervisors need to perform further configuration in CE administration portal for the chat media to operate. For further details please read the WebChat Administration article.

Setting Up Contact Expert Administration Tools

  1. Log in to CE Core Host with domain administrator privileges.

  2. Launch CE\CE_Admin\setup.exe from the installation media.

  3. Accept the license agreement, enter a user name and a company name nd select the Anyone who uses this computer option.

  4. Specify the installation parameters on the Core Parameters screen as per the followings, then click Next:

    1. Core Server: enter the FQDN of the CE Core Host here.

    2. System Database:

      1. Server: enter the FQDN of the CE Database Host here.

      2. Data Source: this field is not editable.

      3. User ID: this field is not editable.

      4. Password: this field is not editable.

      5. Catalog: this field is not editable.

    3. Log Directory: accept the default value.

  5. Select the Custom option at the next screen, click Next.

  6. Accept the default installation path (C:\Geomant\CE), click Next.

  7. Leave the Admin GUI feature option checked, click Next two times and wait for the install wizard to finish.

Enabling Windows Authentication for Contact Expert - optional

If required, the instructions described in the articles below help enabling Windows authentication:

Setting Up Contact Expert Server Components

All prerequisite libraries found on the installation media (e.g,. Java, UCMA, Visual Studio and .NET runtime frameworks) are automatically deployed by the server components installer. You do not need to install these manually.

Java Compatibility

The Java version supported by Contact Expert is mentioned in the Prerequisites document, included in the Contact Expert installation media, and is deployed automatically.

Note

Please make sure the CE Core Host computer does not contain any version of Java before installation.

Installing Contact Expert Server Components

  1. Log in to CE Core Host with domain administrator privileges.

  2. Launch "CE\CE_Server\setup.exe" from the installation media.

  3. Accept the license agreement, enter a user name and a company name and select the Anyone who uses this computer option.

  4. Accept the default installation path (C:\Geomant\CE).

Evaluation License

The install wizard deploys an evaluation license with limited functionality and number of operator sessions.

Tip

Do not forget to obtain a production license to switch the system into full operational mode.

Configuring CE Core Services Installation

  1. Specify the installation parameters at the Core Parameters screen of the install wizard, then click Next:

  2. Core Server: enter the FQDN of the CE Core Host here.

  3. Web Server: enter the FQDN of the CE Core Host here.

  4. System Database:

    1. Server: enter the FQDN of the CE Database Host here.

    2. User ID: this field is not editable.

    3. Password: this field is not editable.

    4. Catalog: this field is not editable.

  5. Reporting Database:

    1. Server: enter the FQDN of the CE Database Host here.

    2. User ID: this field is not editable.

    3. Password: this field is not editable.

    4. Catalog: this field is not editable.

  6. Platform: select the appropriate telephony platform (Microsoft Skype for Business Server 2015 - UCMA 5)

  7. Domain ID: accept the default value (1).

Note

The Statistic Server is a CE component responsible for generating report data from the business workflows. It needs to be installed on the CE Core Host(s) of Domain 1, which is done automatically by the install wizard. In case your deployment covers more domains -- multiple Application Servers -- the Statistic Server will only be deployed to and properly operate on the server(s) acting as Domain 1.

Configuring CE Recording Services Installation

  1. Specify further parameters at the Recording Parameters screen of the install wizard, then click Next:

  2. Preferences:

    1. Secure Communication (HTTPS): check if HTTPS is required, otherwise leave unchecked.

    2. Startup Services Automatically: check to start CE services at system startup, otherwise leave unchecked.

  3. Recording:

    1. Both core and recording components: select this option to install both CE Core and CE Recording services.

    2. Only core components: select this option to install CE Core services only.

    3. Only recording components: select this option to install CE Recording services only.

  4. Recorder Server: enter the FQDN of the CE Core Host if core and recording components will be co-located on the current host. Otherwise, enter the FQDN of the CE Recorder Host.

  5. IVR:

    1. IVR Type: select the appropriate option for your IVR solution (Geomant IVR or any other 3rd party solution available).

    2. Port: accept the default value (19970).

Completing the Installation

  1. Check the pre-installation summary and let the wizard install the server components.

  2. Let the wizard reboot the computer.

Installing Contact Expert PowerShell Tools

  1. Log in to CE Core Host with domain administrator privileges.

  2. Launch CE\CE_Shell\setup.exe from the installation media.

  3. Accept all default settings and wait for the install wizard to finish.

Prerequisite Check: Provisioning CE Services as Skype for Business Trusted Applications

If you did not perform this already, follow the steps described in the below Prerequisites sections (provisioning CE Recorder Host is necessary only if Contact Expert call recording services will be used):

For Highly Available deployments, follow these steps instead:

Post installation steps

Upgrade timezone information in the database

Version 7.0+ of Contact Expert supports setting different timezones for tenants.

Important

Upon finishing the installation, you need to synchronize timezone information from the CE Core Host server to the CE database before starting up Contact Expert.

You need to execute the following steps:

  1. Log on to CE Core Host with domain administrator privileges.
  2. Find and open the CE Tools shortcut on the desktop and run CE PowerShell with administrator privileges.

  3. Execute the following command in the PowerShell window:

    Upgrade-CEDatabaseTimezoneRecords -Fqdn "[CE Database Host FQDN]" -Instance "[Instance Name]" -Port "[Port Number]" -DatabaseName "ACESystem" -Login "ACESystem" -Password "MyACEP1ssw0rd"

    Instance and Port parameters are optional. Specify the instance if CE databases are deployed on a named SQL server instance, otherwise skip this parameter; specify the port number if fix TCP port is used, otherwise skip this parameter.

    Note

    TrustedConnection: In case you want to connect to the database with Windows authentication instead of SQL authentication, you have to skip filling the Login and Password parameters, and you have to specify TrustedConnection parameter with the value 1.

  4. Now, that the timezone information is synchronized in the database, you need to change all current and historical business data in the database to conform to the timezone settings.

Configuring Contact Expert

Configuring Contact Expert Application GRUU

  1. Log on to CE Core Host with domain administrator privileges.

  2. Find and open the CE Tools shortcut on the desktop and run CE PowerShell with administrator privileges.

  3. Execute the following commands in the PowerShell window:

    Set-CESfbConnectorProperties -ApplicationName "ACE" -ApplicationFqdn "[CE Core Host FQDN]" -ApplicationPort "9000" -ApplicationGruu "[CE Core GRUU]" -CertificateFriendlyName "[Cert Friendly Name]"

    Set-CESfbRecorderProperties -ApplicationName "ACE_Recorder" -ApplicationFqdn "[CE Recorder Host FQDN]" -ApplicationPort "9100" -ApplicationGruu "[CE Recorder GRUU]"
    Note

    CertificateFriendlyName: In case the certificate deployed in the prerequisites tasks has a friendly name that is different than the hostname of the CE Core Host computer, then you must use this parameter for the Set-CESfbConnectorProperties CE cmdlet! For example when the friendly name is the FQDN of the CE Core Host or is an arbitrary string other than the hostname, then you must use this parameter.

    If on the other hand the friendly name of the certificate is set to the hostname of the CE Core Host computer, then you do not need to use this parameter, in this case it is optional.

    The High Availability deployments have special needs for the certificate, that scenario is described elsewhere in the documentation.

    Tip

    ApplicationGruu: You can get the application GRUU of the CE Core and Recorder services using the Get-CsTrustedApplication SfB cmdlet:

    Get-CsTrustedApplication -ApplicationId "[ACE or ACE_Recorder]" -TrustedApplicationPoolFqdn "[CE Core or Recorder Host FQDN]"

    Add-CEFirewallRules

  4. Restart the CE Core Host computer.

Configuring Database Timeouts

The CE Installers configure the database connection for all components with default timeout values. It is best practice to update / reset these values to suit the particular environment and use case.

Set-CESystemDatabaseProperties -Fqdn "[CE Database Host FQDN]" -Instance "[Instance Name]" -Port "[Port Number]" -DatabaseName "ACESystem" -Login "ACESystem" -Password "MyACEP1ssw0rd" -ConnectTimeout 90 -QueryTimeout 300 -CancelQueryTimeout 300

Set-CEReportDatabaseProperties -Fqdn "[CE Database Host FQDN]" -Instance "[Instance Name]" -Port "[Port Number]" -DatabaseName "ACEReport" -Login "ACEReport" -Password "MyACEP1ssw0rd" -ConnectTimeout 90 -QueryTimeout 300 -CancelQueryTimeout 300

The above timeout figures are provided as examples. These might not fit every use case and environment.

Note

Though not mandatory, not setting database timeout values explicitly could result in erroneous behaviour when certain components wait for inordinate amount of time, generating runtime errors.

Configuring Named SQL Server Instances and Custom SQL Server Ports

The below steps have to be performed only in case a named SQL Server instance and/or a custom port is used for storing Contact Expert databases. If you do not use named instances and/or custom ports, please skip these steps.

TCP port 1433 is the default port for SQL Server. The default SQL Server instance is unnamed.

  1. Log on to CE Core Host with domain administrator privileges.

  2. Find and open the CE Tools shortcut on the desktop and run CE PowerShell with administrator privileges.

  3. Execute the following commands in the PowerShell window:

    Set-CESystemDatabaseProperties -Fqdn "[CE Database Host FQDN]" -Instance "[Instance Name]" -Port "[Port Number]" -DatabaseName "ACESystem" -Login "ACESystem" -Password "MyACEP1ssw0rd" -ConnectTimeout [DB Connect Timeout Value] -QueryTimeout "[DB Query Timeout Value]" -CancelQueryTimeout "[DB Query Cancellation Timeout Value]"

    Set-CEReportDatabaseProperties -Fqdn "[CE Database Host FQDN]" -Instance "[Instance Name]" -Port "[Port Number]" -DatabaseName "ACEReport" -Login "ACEReport" -Password "MyACEP1ssw0rd" -ConnectTimeout [DB Connect Timeout Value] -QueryTimeout "[DB Query Timeout Value]" -CancelQueryTimeout "[DB Query Cancellation Timeout Value]"

    Instance and Port parameters are optional. Specify the instance if CE databases are deployed on a named SQL server instance, otherwise skip this parameter; specify the port number if fix TCP port is used, otherwise skip this parameter.

Configuring Scripting

Contact Expert uses Geomant's modern Scripting services that can either be consumed from the cloud, or deployed on-premises, next to CE.

For step by step guidance on configuring CE for the proper scripting method, please read the Scripting article.

Note

Scripting requires software components deployed and configured on-premises by Geomant's or affiliated Business Partners' Professional Services team.

CE Connector for the new scripting

There is an additional component that must be deployed for the new cloud based scripting to operate. At the moment this can only be performed by Geomant or affiliated Business Partners.

Contact Expert Initial Infrastructure and Business Administration

  1. Launch a compatible web browser on an administrator PC or a CE Core Host and navigate to the Contact Expert administration portal page: https://[CE_Core_Host_FQDN]/CEPortal

  2. Add this site to the Internet Explorer trusted security zone, set it as the home page, and reload the page in the browser.

  3. Log on using the default admin credentials: administrator / ACES1stem

  4. Select Infrastructure→Application Servers on the left side menu and select the application server by clicking Edit.

  5. Review and update the CE Core Host FQDN for the Server FQDN, Private Web FQDN and Public Web FQDN properties. IP addresses are not acceptable here, please fill the fields with FQDNs.

  6. Review the default values of the additional application server parameters (except Skype for Business Parameters) and change if required as explained in the Application Servers chapter. For the Skype Parameters, please see the Skype for Business configuration preset information in the next section of this page, but first proceed with the next steps here.

  7. Register a Voice Gateway as explained in the Multimedia Infrastructure – Voice Gateways chapter.

  8. Set up an agent Hunt Group as explained in the Multimedia Infrastructure – Hunt Groups chapter.

  9. Create at least one new Skill as explained in the Multimedia Infrastructure – Skills chapter.

  10. Register new Human Agents as explained in the Multimedia Infrastructure – Human Agents chapter.

  11. Create a Dialing Rule as explained in the Designing Queues and Campaigns – Dial Rules chapter.

    1. Set a daily activity period that will enable the rule to be active at the time of the installation, so you can test it.

  12. Register a Recording Gateway as explained in the Multimedia Infrastructure – Recording Gateway chapter.

  13. Set up a Recording Rule as explained in the Contact Expert Recording – Recording Rules chapter.

    1. Set a daily activity period that will enable the rule to be active at the time of the installation, so you can test it.

  14. Set up at least one Recording Channel as explained in the Contact Expert Recording – Recording Channels chapter.

  15. Create a new Campaign as explained in the Designing Queues & Campaigns chapter.

    1. Create an inbound voice campaign and take it into Design state.

Starting Up Contact Expert

  1. Log on to CE Core Host with administrator privileges.

  2. Find and open the CE Tools shortcut on the desktop and run CE Server Manager with administrator privileges.

  3. Wait for a few minutes while the installed components are all discovered.

  4. Right click the [CE Core Host FQDN] node in the navigation tree at the left and select the Start each component... item.

  5. Wait until each CE component gets into Running state. Depending on hardware and network performance, this step could take between 5 to 10 minutes.

Setting up Contact Expert Automatic Startup

The startup mechanism of Contact Expert is relying on the Microsoft Windows Server environment. It is using a single Windows service component to launch the rest of Contact Expert server components. As usual, this initial service (CE Server Agent) can be configured to start automatically whenever the operating system is finished starting up.

For production environments, Geomant advises to enable the automatic startup feature for this service after all initial configuration was performed. This will make sure Contact Expert is running as soon as possible after a computer restart.

Running Contact Expert Automatically After Windows Restart

  1. Log on to CE Core Host with administrator privileges.

  2. Open Services (use the Windows Search tool to find it or alternatively you can run services.msc).

  3. Find and right click the windows service CE Server Agent, then click Properties in the context menu.

  4. On the General tab, set Automatic as Startup type, then click OK.

  5. Find and open the CE Tools shortcut on the desktop and run CE PowerShell with administrator privileges.

  6. Execute the following command in the PowerShell window:

    Set-CEStartupMethod -Type "auto"

Checking Queue or Campaign Availability

  1. Navigate to CE portal and change the state of the designated queue or campaign to Running as explained in the Designing Queues & Campaigns chapter.

  2. Log on to the CE Agent (Operator) PC and launch the Skype for Business client.

  3. Search for the name of both the recorder and any queue or campaign endpoints. All of them should be showing up and in Available state (green presence status).

Installing CE Designer Tools

This chapter describes the installation steps of the legacy component Script Designer (also known as Teleproxy Designer or Campaign Designer).

Warning

We recommend using the Cloud Scripting solution, as the legacy Script Designer is out of support. It is provided "as-is".

Before starting the installation, please make sure all Prerequisites are met.

Please note that a minimum screen resolution of 1366 x 768 is needed on the Administrator PC where the legacy Script Designer tool will be used on.

  1. Log on to CE Administrator PC with local administrator privileges.

  2. Launch CE\CE_Teleproxy\setup.exe from the installation media.

  3. Accept the license agreement, enter a user and a company name, and select the "Anyone who uses this computer" option.

  4. Accept the default installation path (C:\Geomant\CE) and accept the list of components selected by default.

  5. Specify the installation parameters on the Core Parameters screen as per the instructions below:

    1. Core Server: enter the FQDN of the CE Core Host here.

    2. Web Server: enter the FQDN of the CE Core Host here.

    3. System Database:

      1. Server: enter the FQDN of the CE Database Host here.

      2. User ID: this field is not editable.

      3. Password: this field is not editable.

      4. Catalog: this field is not editable.

      5. Use Windows Authentication: leave unchecked.

    4. Secure Communication (HTTPS): leave unchecked.

    5. Click Next at the next screen and wait for the install wizard to finish.

Using the Legacy Script Designer

Creating Agent Scripts (Scenarios)

  1. Make sure the campaigns or queues you wish to create/edit the legacy scripts for are set to Design state in the CE portal.

  2. Log on to a CE Administrator PC local administrator privileges.

  3. Find and open the CE Tools shortcut on the desktop and run CE Script Designer with administrator privileges.

  4. Open a campaign in Design state.

  5. Create a simple script and save it.

  6. If you do not wish to create a script from the beginning, use the Import campaign from cabinet file button on the toolbar to import a demo script from the following location: CE\CE_Scripts\parking.cab of the installation media.

Installing CE Agent Application

Note

Before starting the installation, make sure all prerequisites are met.

Selecting the Installation Method

The Contact Expert Agent Application MSI installer supports the following installation methods:

  • Local installation (standalone)
  • Remote installation using Group Policy (GPO)
  • Remote installation using System Center Configuration Manager (SCCM)

Both manual and silent installation mode is available in all above cases.

Standalone installation is recommended to install the application on a single computer. However, remote installation could be a better choice in case of multiple computers.

Manual installation is the option where the entire install process is controlled by the user through the installer GUI, while silent installation means the process does not require any user interaction thus no GUI is displayed.

If you have selected the method befitting your needs, please proceed with the corresponding section.

Manual Installation

Standalone Manual Installation

  1. Log in to the Agent PC with local administrator privileges.

  2. Make sure the Skype for Business client application is not running.

    Note

    It is important to close the Skype for Business client. A simple sign out is not enough. Failing to exit from the Skype for Business client application will generate problems with the Contact Expert Agent Application that will require the complete uninstallation and reinstallation of the application.

  3. Launch CE\CE_Agent.Net\setup.bat from the Contact Expert installation media.

    The installer must be run with Administrator privileges, the supplied .BAT file makes sure this and any other requirements are met. Thus please ensure that you run the included batch file instead of running the MSI installer directly.

    Note

    If you run the MSI directly, the installation will fail.

  4. Accept the license agreement, enter a user name and a company name and select the Anyone who uses this computer option.

  5. Accept the default installation path (C:\Geomant\CE).

  6. Specify the installation parameters on the Core Parameters screen as per the instructions below:

    1. Platform: select the default platform (Microsoft Skype for Business 2015).

    2. Protocol: select the protocol which satisfies your requirements (find the explanations below).

    3. Default Port: accept the default value (19960).

    Make sure the local Windows firewall does not block inbound connections to this TCP port.

    1. Direct Access:

      1. Core Server: enter the internal FQDN of the CE Core Host here.

      2. Web Server: enter the internal FQDN of the CE Core Host here.

    2. Options:

      1. Start Automatically: check this if you want the agent application to start up automatically after a user signs into Windows, otherwise leave this unchecked.

      2. Secure Communication (HTTPS): check if HTTPS is required, otherwise leave unchecked.

      3. Dynamic Port Selection: check this if you are deploying the agent application on a computer which might be used by multiple users at the same time, otherwise leave this unchecked.

    3. Web Services: enter the URL of the Client Access Server here (see the explanations below).

    4. Custom Presence: select the preferred Skype for Business presence state to be in use by default whenever the agent is free to take a CE task (in 'CE - Available' state). The following options are available for selection:

      1. Show Busy presence state when the agent is in CE - Available state.

      2. Show Available presence state when the agent is in CE - Available state.

    CE is setting the SfB presence state of the agent to Busy automatically whenever a CE task is loaded for the agent. It is not a customer changeable setting.

  7. Click Next and wait for the install wizard to finish the installation.

Network Architecture Scenarios

The Protocol and Web Services parameter values depend on the way the agent PCs running the CE Agent Application are connected to the CE server(s). Use the following table to find out which settings fit your network architecture:

Connectivity Scenario CAS URL
If the Agent PC is on the corporate network and there is no NAT towards the CE Core Host http://[CE Core Host Internal FQDN]:8080/ClientAccessServer
If the Agent PC is outside of the corporate network or there is a NAT service towards CE Core Host then http://[Reverse Proxy ExternalFQDN]:[External CAS Port]/ClientAccessServer

Silent Installation

Note

Before starting the installation of Contact Expert Agent Application, please make sure all Prerequisites are already installed on the target computers.

Standalone Silent Installation

The Agent Application MSI installer can be run silently from the command line by using the setup.bat file which is provided with the installer. You can use that script file for silent installation by passing the /qn or /qn_ parameter to msiexec in the script. You can also specify Contact Expert specific parameters to be passed to the installer in order to configure the application. All these parameters are optional. However, if a parameter is not specified, the installer will use its default value during the configuration.

By default, if you perform a manual standalone installation, the setup.bat file executes the following command:

start msiexec.exe /i "%~dp0%~n0.msi";

The following example demonstrates how to install the Agent Application in silent mode in a Microsoft Skype for Business 2015 environment using SOAP to communicate with the CE Core Server:

start msiexec.exe /i "%~dp0%~n0.msi" /qn PLATFORM=SFB2015 PROTOCOL=SOAP WEBSERVER=cecorehost.yourdomain.com WEBSERVICES=http://cecorehost.yourdomain.com:8080/ClientAccessServer ALLUSERS=TRUE

The below table contains all Contact Expert specific command line parameters with their descriptions and default values:

Setting as in the Install Wizard Parameter Default value Valid values
Platform PLATFORM SFB2015 [AVAYA | LYNC2013 | SFB2015]
Web Server WEBSERVER [agent PC FQDN] FQDN
Start Automatically AUTOSTART FALSE [ TRUE | FALSE ]
Secure Communication (HTTPS) HTTPS FALSE [ TRUE | FALSE ]
Web Services WEBSERVICES http://[agent PC FQDN]:8080/ClientAccessServer URL
Install into all user profiles ALLUSERS TRUE [ TRUE | FALSE ]
Note

The Web Server parameter should point to the server where the Admin component was installed. The Web Services URL should designate the Client Access Service on the server, where the Server component was installed.

More detailed information and examples can be found in the CE\CE_Agent.Net\setup.bat file located on the Contact Expert installation media. Open it with a text editor to see them.

To run the Agent Application MSI installer silently with command line parameters:

  1. Modify the CE\CE_Agent.Net\setup.bat file with the the required parameters and save it.

  2. Open a Command Prompt window as Administrator.

  3. Change the current path to the CE\CE_Agent.Net folder located on the Contact Expert installation media.

  4. Execute the setup.bat file:

    > setup.bat

Group Policy Installation

Tip

Note that this description is merely an example. If you already know how to deploy applications using Group Policy you can do it your way.

To specify custom parameters for a Group Policy based MSI silent installation, the installer must be transformed by Microsoft's Orca tool.

Tip

You can also use other software to create the necessary .mst transformation files. Orca is a part of Windows SDK Components for Windows Installer Developers tool set which is included in the Windows Software Development Kit (SDK).

See the table above for the list of Contact Expert specific custom parameters.

Generating a Transform File

  1. Install Windows SDK.

  2. After the setup has completed, navigate to the installed SDK folder, then locate and run Orca.msi.

  3. Start Orca and drop the Agent Application MSI installer icon onto it. It will open automatically.

  4. Click Transform→New Transform.

  5. Choose Property from the Tables view.

  6. Scroll down to the bottom of the list, and modify the properties if you want to change their default value. The table above shows the default and possible values for every property (the "0" in the property table will never be used).

  7. When you are done, click Transform→Generate Transform... and save the .mst file.

Installing CE Agent Application Using Group Policy

  1. Create a shared folder for the MSI installer on a computer that is accessible from the Domain Controller and from each client PC you would like to install the software on. Authenticated Users must be given at least Read permission on this folder.

  2. Copy the .mst file generated by Orca to the shared folder just created.

  3. Log on to your Domain Controller and open Group Policy Management tool.

  4. Create a new GPO (Group Policy Object). You can add the object to an existing computer group or to the domain settings by right clicking on one of them and selecting Create a GPO in this domain, and Link it here.... Choose a relevant name.

  5. Right click on the newly created object and click Edit.

  6. In the opened window, navigate to and right-click the Computer Configuration→Policies→Software Settings→Software installation node, and select New→Package.

  7. Copy the Network Path of the shared folder created at the first step, and paste it into the address bar, hit Enter, choose the MSI installer file, then click Open.

    Note

    If you specify the URL using an IP address, FQDN or absolute path, the installation might fail.

  8. After selecting the installer, choose Advanced option for the deployment method. A new window will pop up.

  9. Click Add... on the Modifications tab and choose the .mst file you have generated. Grant Read permission for the Authenticated Users group on the Security tab, then click OK, but do not close the Group Policy Management Editor window yet.

  10. Navigate to the Computer Configuration→Policies→Windows Settings→Security Settings→Local Policies→Security Options node. Find the below policies on the right pane and apply the following settings:

    Policy Setting
    User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode Elevate without prompting
    User Account Control: Detect application installations and prompt for elevation Disabled
    User Account Control: Only elevate UIAccess applications that are installed in secure locations Disabled

  11. Navigate to the Computer Configuration→Policies→Administrative Templates→System→Group Policy node, find the below policy on the right pane and apply the following setting:

    Policy Setting
    Allow asynchronous user Group Policy processing when logging on through Remote Desktop Services Disabled

  12. Navigate to the Computer Configuration→Policies→Administrative Templates→System→Logon node, find the below policy on the right pane and apply the following setting:

    Policy Setting
    Always wait for the network at computer startup and logon Enabled

  13. After completing the steps above, the group policy must be refreshed on the client computers. By default, it will automatically refresh within 120 minutes or at the next computer restart. To force a PC to update the group policy immediately, log on to the PC, open a Command Prompt window as Administrator and execute the following command:

    gpupdate /force

  14. At the next PC restart, the Agent Application will be installed automatically (before the OS login screen appears).

System Center Configuration Manager Installation

This type of installation requires strong SCCM knowledge. Also, the below guide assumes you have a properly installed and configured SCCM environment.

  1. Make sure you have a fully functional SCCM server and all the client PCs are connected to it.

  2. Choose your favorite type of collection and include the necessary resources.

  3. Create a new application in the Software Library. Choose the Windows Installer (*.msi file) option for type and locate the installer file on your network. This folder must be shared for the clients with read permission granted.

  4. The CE Agent Application installation can be configured through the command line. See the table with the command line parameters above. For example:

    msiexec.exe /i setup.msi /qn PLATFORM=SFB2015 PROTOCOL=SOAP DEFAULTPORT=8080

  5. Complete the wizard and do not forget to distribute and deploy the application.

Verifying the Installation

Testing Skype for Business Presence Propagation

  1. As administrator, log out of the Agent PC and log back in using a Windows account associated with an agent.

  2. Log in to the Skype for Business client manually first and make sure that the list of custom Contact Expert presence statuses (e.g. CE - Available) appear in the list of available presence status values.

  3. Find and open the CE Tools shortcut on the desktop and run CE Agent Application.Net.

  4. Click the Voice→Login button on the Home tab of the menu bar. Make sure that Skype for Business login mode is selected, then click the green check-mark to log in the Agent Application.

  5. After logged in, change your agent status to a passive state (Break) then change back to active in the Agent Application (click Operator Status→Break button on the Voice tab once then again).

  6. Check that your presence shown in the Skype for Business client follows these changes (CE - Available to CE - Break then back to CE - Available).

Verifying Announcements and Queue Music

  1. Make sure the agent account you used to log in to the agent client application has a skill assigned to a working campaign and that there are no other agents in CE - Available state for this particular skill or campaign.

  2. While logged in to the agent client application, change your agent status to a passive state (Break).

  3. Use the Skype for Business client on a different agent PC or use the mobile edition of Skype for Business client on any mobile device to dial the Skype for Business endpoint URI of the campaign already set up.

  4. Verify that you hear the TTS announcements and/or the queuing music. Your test call must be waiting in the appropriate voice queue as no agent is available assigned to the campaign.

  5. While on the call, check that the Skype for Business endpoint of the campaign has the proper status displayed.

Taking the Test Call

  1. Without hanging up the test call, change the agent state to active on the agent PC you logged in to the agent client application.

  2. Verify that the call rings at this agent and pick up the call.

  3. While on the call, use the other agent PC to ensure that the statuses of the Skype for Business endpoints of the campaign and the recording service reflect the ongoing call.

Configuring the Optional Reverse Proxy

A reverse proxy service is required in the customers' DMZ in case at least one agent workstation resides outside of the corporate intranet. This option is also highlighted in the Network Architecture Scenarios table above. In this case, the CE Agent Application establishes 2 different communication channels:

  • Control channel: a SOAP-based communication channel between the agent client application and the Client Access Server (CAS). This channel is primarily used to expose softphone functionalities.
  • Data channel: a HTML-based data channel between the agent client application and the web server running on the CE Core Host. This channel is primarily used to download/upload tasks, contact history, etc.

The following diagram shows the described architecture:

Agent Reverse Proxy Connections

Please note that the corporate firewall must be configured to enable both HTML-based and SOAP-based traffic back and forth between the external agent workstations and the CE Core Hosts.

Note

The Contact Expert installation package does not contain a HTTP reverse proxy. There are many free and enterprise grade solutions available for this purpose.

To implement the URL mappings needed by the CE Agent Application located outside of the corporate intranet:

  1. Navigate to the Application Servers form in the CE portal and configure the Public Web URL and Private Web URL values. You can add custom ports to these with a colon, e.g.: "http://public.cehost.com:6789"

  2. Decide which Application Server FQDNs the system should use when constructing the Agent Policy URLs. These are available as tags in the URL string, such as {domain_HttpAddress}. The options available are:

    Agent Policy URL tag Description
    domain_PrivateHttpAddress The Private Web URL will be used from the Application Server resource
    domain_PublicHttpAddress The Public Web URL will be used from the Application Server resource
    domain_HttpAddress The system will use the URL tags – either the domain_PrivateHttpAddress or the domain_PublicHttpAddress – defined in the CAS web.xml configuration file

  3. In the reverse proxy of choice, configure an external FQDN with a unique port and an internal FQDN for every URL the Agent Policy resource defines. E.g:

    External URL Internal URL
    https://[Reverse_Proxy_External_FQDN]:[External_Port]/CEAgent/... http://[CE_Core_Host_Internal_FQDN]/CEAgent/...

    FQDN and port pairs in the External URL column above should match the Public Web URL property in the Application Servers resource set up in step 1 above. Repeat this to cover every URL in the Agent Policy.

  4. Finally, add the CAS FQDN to the reverse proxy URL mapping configuration. Make sure the internal URL provided points to the internal application server FQDN with the port configured for the CAS (Tomcat). The default internal port is 8080.

    The base part of the CAS FQDN specified as the external URL in the reverse proxy should match the Web Services parameter specified during the installation of the Contact Expert Agent Application.

Customizing the CE Agent Application Configuration File

To learn all the possible options in the configuration, please read the following article: How to configure Contact Expert Agent Client Application.

These settings are all preset by the installer wizard, however you can change/refine their values at any time as needed. If a given setting is missing from the configuration file, the application uses its default value.

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