Contact Expert v7.6

Application Servers

A CE Application Server represents one Contact Expert installation with the corresponding application, database and optional recording servers located within a Domain. There can be several domains defined so business workflows can be isolated physically. This reduces the risk on potential failures, since any problem within an application server in one domain leaves other application servers in other domains completely unaffected. Moreover, a domain can contain two application servers laid out in an active-passive highly available manner, see below.

  1. Navigate to Infrastructure → General Infrastructure → Application Servers in order to manage your application servers.
  2. Use the +New application server button to specify a new application server.
  3. Specify the properties described below.
  4. Click the Submit button to save the modifications to the database.

General Properties

Specify the following properties:
Name Display name of the domain.
Auto-Failover Interval Specifies the number of minutes the system waits before it initiates the failover procedure in case of the outage of the primary server. This helps avoiding false alarms, e.g. transient network glitches.
Outsource Specifies whether the given domain is exposed to the Internet through DMZ proxy components or it is available from the corporate network.
Emergency Takes a domain into 'emergency status'. Contact Expert stops initiating outbound calls and starts diverting inbound calls to the URI specified by the dial rule for a domain in emergency status.
Unique Anonymous Using this option will force Contact Expert to generate unique identifiers for the anonymous contacts so these can be handled separately.

Primary Server Properties
Server FQDN FQDN of the naming service (it should be on the CE Core Host).
Server Port Port where the naming service is available. Default is 9999.
Private Web FQDN FQDN through which private corporate LAN users can access web interfaces for domain services. You can also specify the port number in the following pattern (fqdn:port).
Public Web FQDN FQDN through which the users using the Internet can access web interfaces for domain services. You can also specify the port number in the following pattern (fqdn:port).

Secondary Server Properties
Server FQDN FQDN of the secondary naming service (it should be on the CE Core Host).
Server Port Port where the secondary naming service is available. Default is 9999.
Private Web FQDN FQDN through which private corporate LAN users can access web interfaces for domain services. You can also specify the port number in the following pattern (fqdn:port).
Public Web FQDN FQDN through which the users using the Internet can access web interfaces for domain services. You can also specify the port number in the following pattern (fqdn:port).

More Actions

High Availability

High availability is achieved by deploying a primary and secondary application server into a Domain. Here you can register the application servers and see which one is active currently. In addition to the automated failover you can manually initiate failover from the primary to the secondary or fail-back from the secondary to the primary. Read more about high availability options for Contact Expert.

Version Control

You can specify which versions of the different agent side components should be allowed to communicate with the servers. Component versions not matching the specified value(s) will not be able to connect to CE servers. This is an effective tool to enforce agent version compliance in larger organizations.

  1. Navigate to Infrastructure → General Infrastructure → Application Servers → Edit → More Actions → Version Control.
  2. Use the +New version button to specify a new rule.
  3. Specify the properties described below.
  4. Click the Submit button to save the modifications to the database.

Enter the following properties:
Component Select which CE component you would like to restrict.
Version Specify the version number(s) to enable. You can use the ? (any single character) and * (any sub-string) wildcards in the pattern.

When used, you can specify the location of newer versions of various system components.

  1. Navigate to Infrastructure → General Infrastructure → Application Servers → Edit → More Actions → Update Links.
  2. Use the +New update link button to specify the required properties.
  3. Specify the properties described below.
  4. Click the Submit button to save the modifications to the database.
Component Name of the component.
Private URL Internal URL to download component update. Users working from the local corporate LAN can use this link to download the update.
Public URL Public URL to download component update. Remote users working from the Internet can use this link to download the update.
Version Component version the update belongs to.
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