Configuration Guide
Configuration of Desktop Connect
After installing Geomant Desktop Connect Server for CRM service, it needs to be configured. Configuration of Geomant Desktop Connect Server is done using a text editor, where the GeoCCILib.properties file has to be modified.
- Locate the file on the ISO image.
- Copy it to the Tomcat installation path.
- See below tables for configuration details.
- Copy the following to the Tomcat lib folder (default: C:\Program Files\Apache Software Foundation\Tomcat 8.0\lib) - these are mandatory steps:
- GeoCCILib.properties
- crmcslog4j.properties
- recorder.properties (optional)
Only the GeoCCILib.properties has to be changed in case of most configurations.
Note
Tomcat Installation Path
[Tomcat installation path]\lib\GeoCCILib.properties
Default Location
C:\Program Files\Apache Software Foundation\Tomcat 8.0\lib\GeoCCILib.properties
Applying configuration changes
Desktop Connect allows connections towards multiple Avaya Communication Managers via Avaya Application Enablement Services, this is preformed by defining a dedicated settings file for each Application Enablement connection, individual connections files need to be administered in the main GeoCCLib.properties files as follows:
| Property | Description |
|---|---|
| TSAPILogFile | Specifies where Desktop Connect should place log files resulting from AES communication. |
| ConfigFilePath | Specifies in which directory are the individual AES connection property files stored. |
| ConfigFiles | Determines the number of AES connections. Each AES connection needs to have a separate configuration file and need to be listed. The value of aesindex variable is between 0 and this property's value. |
| ConfigFile.[aesindex].File | File containing the configuration details of an Avaya Application Enablement Server, like GeoCCILib.Test.properties |
| ConfigFile.[aesindex].Recorder | Recording configuration index containing the configuration details of an recording system (Avaya/Verint) that is paired with the AES. Follow instructions in the General Recorder Configuration section of this article. |
Configuration File Properties
Each file is listed under ConfigFile.[aesindex].File (e.g GeoCCILib.Test.properties) and contains connection details about a given AES, observed huntgroup and VDN details
| Property | Default value | Description |
|---|---|---|
| JTAPIServer | Avaya AES IP address or host name | |
| JTAPIPort | JTAPIPort=450 | Avaya AES TSAPI port |
| JTAPILink | CTI link identifier on AES/Telephony server, for example: AVAYA#S8300#CSTA#AES52 | |
| JTAPIUser | Name of the user used to connect to CTI link | |
| JTAPIPassword | Password of user used to connect to CTI link | |
| HuntGroups | HuntGroups=2 | Number of Hunt groups Geomant Desktop Connect GeoCCI Server service will monitor for agent login/logout states. |
| HuntGroup.[0-( HuntGroups-1)] | HuntGroup.0=3002 HuntGroup.1=3013 |
Hunt group extensions |
| VDNs | VDNs=2 | Number of monitored VDNs |
| VDN.[0-( VDNs-1)] | VDN.0=644004 VDN.1=644005 |
VDN extensions |
| log4j.appender.R.File | log4j.appender.R.File=log/GeoCtiSrv.log | Location of log file |
| log4j.appender.SR.File | log4j.appender.SR.File=log/GeoCtiSrvStd.log | Location of log file |
| AcwQueryDelay | 0 | Time in milliseconds. Determines how long the system should wait before running the first agent state query for an agent in ACW. |
| AcwQueryPeriod | 0 | Time in milliseconds. Determines how often the server should run an agent state query against Avaya CM for users in ACW, in order to be able to show in timed ACW has elapsed. Please note that if set to 0 the setting is turned off, and you cannot set a lower rate than 5 seconds (5000ms) |
Using multiple Application Enablement Services for failover
You can configure multiple AES server so that Desktop Connect can utilizes them in a failover scenario. In such scenarios you need to configure a connection string that is a list of available AES servers. Please note that the AES service need to use the same switch name, CT user & password in order for Desktop Connect to be able to failover
A new file TSAPI.PRO needs to be placed in DC_HOME directory, the file needs contain a reference to secondary server names.
TSAPI.PRO
Alternates(AVAYA#S8300#CSTA#AES71A)=AVAYA#S8300#CSTA#AES71B
GeoCCILib.Test.properties
JTAPILink=AVAYA#S8300#CSTA#AES71A;loginID=CTUser;passwd=CTPassword;servers=10.168.3.83,10.168.3.156
Note
Restart the Geomant Desktop Connect Server for CRM service after applying the changes.
Configuring DC4CRM with Cisco
DC4CRM server settings related to Cisco are collected in a file cisco.properties - this can be placed, as usual, in either the Tomcat/lib folder, or the /Config subfolder in the folder defined by the DC4CRM_FOLDER enivornment variable.
Logging is configured by the common log4j properties file.
The settings in the cisco.properties file are:
- maxTotal: setting for the HTTPClient pool. Defaults to 200.
- maxPerRoute: setting for the HTTPClient pool. Defaults to 200.
- keepFinesseAliveLength: how long the websockets to Finesse are kept alive when to DC client connections exist
The following properties can either be defining a connection to a single Finesse server, or extended to a list of Finesse servers for HA setups:
- restUrlHost: defines the host REST requests are forwarded to. This should be set to the Finesse server
- restURLPort: the port of the Finesse server acceping the REST requestes
- wsUrl: the full url to the Finesse tunnel websocket address, including scheme, host, port and path
List is created by appenindg an index to each property like so:
wsUrl.0 = url1 restUrlHost.0 = host1 restURLPort.0 = port1 wsUrl.1 = url2 restUrlHost.1 = host2 restURLPort.1 = port2 wsUrl.2 = url3 restUrlHost.2 = host3 restURLPort.2 = port3
This describes a list of three Finesse servers, in order of priorty for failover, with index 0 being the first and default connection. When that connection fails, a connection to url/host 2 is attempted, and so on.
Note that none of the connections to Finesse require it to present a valid certificate, the checks are skipped, by design. Make sure the settings in this file point to a trusted Finesse server, and that this configuration is accessible trusted engineers only.
Client side configuration of the Finesse client should point to the DC4CRM server. The connections made by the client will get forwarded to Finesse.
Configuration of Recording
Avaya Call Recorder
Avaya Call Recorder needs to be configured to allow external controllers to start, pause, resume, stop recorded calls.
- Navigate to Avaya Contact Recorder login page.
- Login with administrator privileges.
- Navigate to General Setup → *Recorder* tab.
- Set the URL(s) of external control port(s) to connect to the DNS/IP name of the Desktop Connect Server and port.
Verint Call Recorder
Geomant Desktop Connect uses the Recording Integration Services API on Impact 360 version 11 and above, no further configuration is required once this is setup.
General Recorder Configuration
Desktop Connect supports connection towards multiple recording systems, configure call recording related settings using a text editor and modify the recorder.properties file.
The file location depends on the Tomcat installation path:
Note
Tomcat Installation Path
[Tomcat installation path]\lib\recorder.properties
Default Location
C:\Program Files\Apache Software Foundation\Tomcat 8.0\lib\recorder.properties
| Property | Default Value | Description |
|---|---|---|
| ConfigFilePath | - | Specifies in which directory are the individual recording system settings stored |
| ConfigFiles | - | Determines the number of recording system configured, each recording system needs to have a separate configuration file listed |
| ConfigFile.[0-(ConfigFiles-1)].File | - | File containing the configuration details of an Avaya/Verint Call Recorder e.g. rec.Test.properties |
Recording Configuration File Properties
Each file is listed under ConfigFile.[0-(ConfigFiles-1)].File (like rec.Test.properties) and contain connection details about a given recorder server. These files should be stored in the directory configured under setting ConfigFilePath.
| Property | System | Default value | Description |
|---|---|---|---|
| Type | All | ACR | Determines the recording system type, valid values can be ACR or Verint |
| AppPort | ACR | 1416 | The port opened on the Desktop Connect server facilitating two way communication with the ACR server |
| AppName | ACR | AppName=CRMCS | Application name to register with the Avaya Call Recorder |
| MessageFactoryVersion | ACR | cscm78 | The message format that is accepted by Avaya Call Recording system |
| IntegrationServer | Verint | - | IP address of Verint Recorder System Integration Server, where the RIS API is located |
| IntegrationServerPort | Verint | - | Port published for Verint Recorder System Integration Server, where the RIS API is located |
| Stations | All | Stations=2 | Number of phone extension for which ACR integration is enabled, or "all" if every user is enabled for integration |
| Stations.[0-( VDNs-1)] | All | Stations.0=644004 Stations.1=644005 |
Detailed phone extensions for which ACR integration is enabled |
| RecControlAllowed | All | true | Setting this to "false" disasbles recording control (start/stop/etc), while still generating the recording URL for the call log |
Note
Restart the Geomant Desktop Connect Server for CRM service after applying the changes.
Logging
Geomant Desktop Connect for Microsoft Dynamics CRM produces the following log files:
- Communication with the Avaya Application Server (the log file is defined in the GeoCCILib.properties file).
- Communication with various connecting clients, the logging properties are set in the crmcslog4j.properties file. The file location depends on the Tomcat installation path:
Note
Tomcat Installation Path
[Tomcat installation path]\lib\recorder.properties
Default Location
C:\Program Files\Apache Software Foundation\Tomcat 8.0\lib\recorder.properties
| Property | Default Value | Description |
|---|---|---|
| log4j.appender.crmcs.File | c:\\Temp\\crmcs.log | Default file name of the log file |
| log4j.appendercrmcs.MaxFileSize | 20MB | Maximum size of one log file |
| log4j.appender.MaxBackupIndex | 9 | The number of log files to keep on the system before deleting them |
Please note that the file contains all log4j related settings that are not meant to be detailed in this document. Find more information on log4j: Log4j 1.2 manual.
Note
Restart the Geomant Desktop Connect Server for CRM service after applying the changes.
Folder Permissions
Give full control to the service running user on log and lic folder under the installation path.
Important
This step is mandatory on Windows Server 2008, even if the service running user is a local administrator.
License Administration
Desktop Connect for Microsoft Dynamics CRM offers the following licensing mechanism:
- Local license - a single license file containing the maximum number of licensed entities and the expiration date. This license is applied on premise and cannot be changed. Life time license.
- Cloud license - a connection is used to the License Management Service allowing customers to change and modify the maximum number of licensed entities and expiration date. It can be prepaid or postpaid. Pay per use license.
Note
Restart the Geomant Desktop Connect Server for CRM service after applying the changes.
Installation of Local License
The default installation does not contain the license file. However, the application will not work without it. Folow these stteps to apply local license file:
- Obtain license from Geomant.
- Place the license file into the lib folder of the Tomcat Installation Path.
- Copy the dc4crm.license.signed.xml file to the default Tomcat lib folder.
- Restart the Tomcat service.
Note
Tomcat Installation Path
[Tomcat installation path]\lib
Tomcat Lib Folder
C:\Program Files\Apache Software Foundation\Tomcat 8.0\lib
The following information is required to be able to generate a license file:
| Parameter | Value | Note |
|---|---|---|
| License expiration date | License general expiration date. | |
| MAC address | Licensed MAC address where applies. | |
| Domain name | Licensed AD domain name where applies. | |
| Enabled port | Licensed Apache Tomcat port. | |
| Desktop Connect Server license | Number of Desktop Connect Server licensed (CTIServer). | |
| ACR Server licensed | Number of Avaya Call Recording server licensed (ACRServer). | |
| Monitored VDN enabled | Observation of VDN licensed (VDNMonitor). | |
| Licensed observed stations | Licensed number of call observed station (MonitoredDevices). | |
| Licensed observed VDNs | Licensed number of call observed VDNs (MaxVDNs). | |
| Licensed CTI agents | Licensed number of CTI agents (CTIAgents). | |
| Licensed ACR agents | Licensed number of ACR agents (ACRAgents). |
Note
Restart the Geomant Desktop Connect Server for CRM service after applying the changes.
Desktop Connect offers System Administrators the ability to partition and segregate available license files between organizational units or tenants.
Follow the steps detailed in the How to Perform License Partitioning
article.
Enable Cloud Licensing
Desktop Connect can be licensed from the cloud using the License Management System. This offers outsourcers/hosters the ability to provision licenses to tenants without the need of installing a license file or to restart services. It offers services in prepaid or postpaid (high watermark) billing methods.
Follow the steps detailed in the How to Enable Cloud Licensing article on how to setup Desktop Connect for Microsoft Dynamics to use cloud licensing.
Wallboard Configuration
Review the instructions described in the Deployment and Installation of Desktop Connect Wallboard to enable the Geomant Wallboard.
Buzzeasy Configuration
Review the instructions described in the Deployment and Installation of Buzzeasy Service for Desktop Connect to enable the Buzzeasy Service.
Configuration of the Geomant Call Center Settings within CRM Solutions
After successful deployment of the application, the related settings have to be configured via the CRM systems for a prompt operation.
Review and follow the instructions described in the Geomant Call Center Settings in Salesforce article.