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Confidential
This document contains confidential information of OpenMethods and includes concepts and information
that is a result of OpenMethods investigation, which must be kept securely. It is strictly prohibited the use
and reproduction of this document for other purposes than the evaluation related to the current proposal.
Harmony Deployment Requirements
2017 Q4
2016 Q2
2017 Q4
Page: 1
Contents Purpose ........................................................................................................................................................2
Harmony Overview ......................................................................................................................................3
Harmony Architecture ............................................................................................................................ 4
Harmony Server Requirements ...................................................................................................................5
Harmony Server Client Diversity ............................................................................................................. 5
Harmony Resilience Fundamentals ........................................................................................................ 5
Cluster Fundamentals ......................................................................................................................... 5
Support for High Availability Switch environments ............................................................................ 6
Estimating your Cluster Size................................................................................................................ 6
Harmony Resilience Deployment Checklist ........................................................................................ 6
How the cluster works ........................................................................................................................ 7
Harmony Server Client Diversity ......................................................................................................... 8
Omni-Channel Deployment .................................................................................................................... 8
Single Server Deployment ................................................................................................................... 8
Omni Channel High Availability........................................................................................................... 8
Dedicated Test Environment ............................................................................................................ 11
Harmony Server Specifications ............................................................................................................. 12
System Monitoring ................................................................................................................................ 12
Agent Workstation Environmental Requirements ................................................................................... 13
Telephony Requirements .......................................................................................................................... 13
Server Firewall Configuration ................................................................................................................... 14
Remote Connectivity................................................................................................................................. 14
Agent Test Workstation ............................................................................................................................ 15
Oracle Service Cloud Requirements ......................................................................................................... 16
Page: 2
Purpose
The purpose of this document is to outline what is required to deploy Harmony.
The following requirements need to be fulfilled to achieve the necessary site preparation for a
Harmony installation. As part of the implementation process, your OpenMethods representative will
support you as you fulfill these requirements. The OpenMethods team will not start installation
activities until these requirements are delivered.
# Requirement Description
1 Procure & Configure Required Server Hardware
Harmony requires a server to run components.
2 Configure Routing Rules in ACD The telephony platform will require proper routing to ensure
interactions are processes correctly. Please see the Deployment Requirements for your platform.
3 Provide Service Cloud Admin Credentials
An admin account is required for OpenMethods to deploy and configure the proper addins into your Service Cloud instances.
4 Configure Firewall Ports This enables the Harmony communicate within your ecosystem.
5 Provide VPN Connectivity to Server & Test Environment
In order to install Harmony, OpenMethods needs access to the server(s) where the product components reside.
6
Configure Test Environment (Workstations, Phones, OSvC)
As part of a standard implementation, OpenMethods will validate the installation of the Harmony product. To accomplish this we request test workstations including workstations, phones, test agents in Oracle Service Cloud, etc.
7 Prep Service Cloud Configuration for Chat / E-Mail Channels
Email and Chat implementations require configuration within Oracle.
Page: 3
Harmony Overview
OpenMethods’ Harmony is a comprehensive integration between CTI infrastructure and the Oracle CX
agent desktop enabling agents to manage interactions which are presented to them within the CRM.
Harmony enables agents to improve the customer experience, transfer interactions with context, and
reduce AHT. Harmony is composed of three main components, the Harmony Integration Server, the
Harmony Queue Adapter, and the Harmony Media Bar which is an Oracle CX Addin component that is
deployed with the cloud delivered desktop Oracle Service Cloud Software. Since the Harmony Media Bar
is an integral part of the Oracle CX application it provides agents a unified desktop to manage customer
interactions.
• Harmony Integration Server provides communication services to the CTI and acts as an agent
desktop broker for all client interactions. The server maintains a set of SCXML documents that
describe desktop state transitions in a business process format. Inherently delivering all CX agent
state information to the CTI, Harmony Integration Server enables the CTI to deliver unified
reporting from the telephony platform, regardless or the email, chat, or web service provider.
• The Harmony Queue Adapter Connects email and chat queues to CTI to leverage Universal
Queuing and Intelligent Routing. New interactions from the CX system (email and chat) are
injected as interactions into the CTI for routing to the appropriate agent.
• The Harmony Media Bar, a CX Addin component provides a “media bar” natively within the CX
desktop, providing Call Control, Agent State Control, and Screen Pop of CTI data. The media bar
is Dockable and customizable within the CX application window.
The media bar exposes controls for:
Call Control
Answer / Disconnect
Hold / Retrieve
Transfer and Conference
Consult / Alternate
Dial (with configurable Speed Dial)
Agent State Control
Login/Logout
Ready / Not Ready w/Reason Codes
ACW (Timed, Manual, CTI Initiated)
View CTI Data
Screen Pop
Configurable based on CTI Data and other rules
Pop search reports with filters
Pop incident and contact (new or existing)
Page: 4
Harmony Architecture The diagram below is a high-level flow diagram of the Harmony solution components and their key
connections to the Telephony and CRM solutions. The diagram annotates the interaction type flows by
using colors (Orange = voice, Light Blue = email and Dark Blue = chat).
Agent Phone
Oracle Service CloudServers & Database
Email Incidents Agent Incidents Chat Incidents Web Incidents
Customer Phone
CTI Environment
MultimediaInteraction Metrics
InteractivePlatform
Workforce Management
(And/Or Quality)
PBX
AIL(HTTPS)
HTTPS
Oracle Service CloudConnect API
HTTPS
HTTPS
SMTP
VOICEINTERACTION
QueueAdapter
HISCore
Harmony Integration Server
IVR
AudioPath
RoutingRequest
Agent Workstation(CX Desktop)
MediaBarPopFlow
CHATINTERACTION
E-MAILINTERACTION
Routing Request
Routing Request
HTTPS HTTPS
Routing Request
Routing Request
ChatPath
E-MailPath
HTTPS
Media Control
ProcessorBridge
(1) Routing Requests – Email and Chat routing requests are accomplished by the Queue Adapter’s
interface to the Oracle Service Cloud Connect API and supported interfaces to telephony
platforms. By inserting routing requests for Chat and Email into the CTI platform’s routing engine
OpenMethods creates a Universal Queue which manages availability and presence for an agent.
A second artifact of the Universal Queue is that existing Workforce Management Solutions can
do resource planning for all channels. Voice interaction routing requests follow their normal path
and are handled by the native CTI routing engine
(2) Interaction Control – is accomplished by the Harmony Integration Servers interface to the Media
Bar.
(3) Connect API – Integration with Oracle’s Connect API’s from the Media Bar and PopFlow add in’s.
Connection points to the Telephony and CRM solutions are accomplished by supported APIs of our
partners.
1
1
1
2
3
CTI
Page: 5
Harmony Server Requirements
Harmony Server Client Diversity The Integration Server is capable of handling multiple different clients and multiple different CTI
connections from each of its deployed instances. This capability allows for connecting to multiple CTI
environments (such as production and lab environments), different versions of the CX Addins, or
different workflows and UI behavior from sets of Addins.
Harmony has been designed with the following
architecture:
Each Harmony instance has one or more “Processors”
that can connect to one or more CTI systems. Each of
these Processors also contains one or more
“Workflows” that can be used to connect customized CX Addins that may either provide different
Graphical interfaces, Different button actions and workflow, or both.
Harmony Resilience Fundamentals
Cluster Fundamentals
Harmony Media Bar and Integration Server operate in a cluster resilience model.
A cluster of Harmony Servers is set up based on the business need for peak interaction capacity, with
some margin for peaks, and adding servers to handle worst case outage of Harmony Servers for failure
or maintenance reasons. The capacity of a server is determined by the capacity of the CTI link for a
switch vendor. Typically, this means between 500 to 1000 agents per server.
• All active Harmony Servers in a cluster are actively handling Interactions
• Load balancing across Harmony Servers is accomplished at login time by the server selection
process selecting the server with the least load.
• Resilience is accomplished by behaviors in both the Harmony Media Bar and the Harmony
Integration Server, during logout caused during a failure and the subsequent login process.
• Harmony Media Bars are intelligent enough to select the server instance with the least load at
the time of connection.
• A Media Bar will continue communicating with that instance until either its session ends with a
normal logout or connectivity fails.
• In the case of a failed connection, the client will login to another Harmony Server instance,
allowing login and resync to the current state of the interaction which is in progress.
• The daily user load will be spread evenly across all operational servers.
• By design, when a Harmony Server fails, it does not impact the media stream in progress.
Page: 6
Support for High Availability Switch environments
Some customer deployments are configured with multiple CTI Servers. Generally, in these scenarios
the most reliable configuration would be to create a cluster of Harmony Servers connected to each of
the CTI Servers. The size of the Harmony Server cluster is determined by the mode in which the CTI
servers are configured, and this is generally vendor specific. Some CTI server pairs are load balanced,
some are in standby mode, some are configured as a cluster of load balanced servers. Specifics of how
to plan these configurations should be discussed with your Openmethods Solution Consultant.
Estimating your Cluster Size
In this example, the customer is deploying a Genesys environment with a recommendation from
Genesys not to exceed 500 active agents per link. CTI Platform vendors can assist you in determining
the actual capacity of the CTI Link they offer.
Assumptions
• Peak Agent load of 2000 agents
• Customer wants to have 20% margin for capacity peaks or reserve capacity
• Genesys recommends 500 agents per link
Required_Servers = ((max_agents + reserve ) / max_agents_CTI_instance)
Required Servers = ((2000 + (2000*20%) / 500) for a result of 5 servers
The next calculation is to determine how much capacity your business can afford to lose and still
maintain service level commitments. Here are the key steps to arrive at this number of additional
servers you want in your cluster.
• Max Agents CTI Instance / Max Agent with reserve = % of capacity reduction caused by a server
failure
• 500 / 2400 = 20%, therefore each server can handle 20% of the load.
• One additional server in the cluster allows for failure of a single Harmony Server without
impacting capacity.
Some customers might want to have two additional servers in the cluster so one server could be offline
for maintenance. This arrangement could still tolerate a failure of one server without impacting normal
business operations. Your Solution Consultant can assist you in making this decision.
Harmony Resilience Deployment Checklist
Planning
Design a resilient implementation of Harmony the System using the formulas in our configuration
example to estimate your needs. Please consult with your Openmethods Solution Consultant.
• Understand the required number of active agents for the solution
• Estimate the level of resilience required in the deployed solution
Page: 7
Installation Outline
Working with your Customer Care representative, plan your deployment and
• Install Harmony Integration Servers (Reference Harmony Integration Server Installation Guide
Procedures)
• In the Harmony Media Bar Configuration Settings (Reference Media Bar Configuration Guide),
configure the installed Harmony Integration Servers into a pool to enable the Media Bar’s login
polling of the available list of Harmony Integration Servers
How the cluster works
On Initial Login
• During Login, the Harmony Media Bar will poll the available Harmony Integration Servers which
have been configured into the server cluster.
• The Harmony Media Bar will use the Harmony Integration Servers responses -- or lack of
response -- to determine which Server will be connected.
• The connection will be made to the server which reports its availability and has the least
number of active agents connected.
• Servers which don't respond within a configurable timeout period will be ignored by the media
bar during the login process
In the event of a Connection Failure
If communications failure between the Harmony Media Bar and Harmony Integration Server occurs:
• During an initialization session between a Media Bar and Integration Server, if for any reason a
connection is lost, the Media Bar attempts 5 retries to connect to the current server.
• During this time the interaction media stream to the previously selected end point remains
uninterrupted. For example, audio for a phone call, or messages for a chat session remain
intact.
• If a connection is reestablished the Harmony Integration Server attempts to resync to the
switch to retrieve the information about the interaction in progress and then updates the
Harmony Media Bar to the current state of the interaction
• After the 5th internal retry fails, the agent will be redirected to a login screen, requesting the
agent to login. Note that the agent has not been logged out of the underlying CTI session, but
this step restores manual control of the resynch process since the automatic reconnection
failed.
• When the agent logs back into the Media Bar, the Media Bar selects the least loaded Harmony
Integration Server as described previously
• After login, the Media Bar requests interaction information from the new Integration Server.
The new Integration Server makes a snapshot request to the CTI Platform
Page: 8
• If the underlying interaction is still active, the snapshot will update the Integration Server with
the current state of the in progress interaction
• The Media Bar is then immediately updated to reflect the current state and the agent continues
operations with minimal impact
Harmony Server Client Diversity
The Integration Server is capable of handling multiple different clients and multiple different CTI
connections from each of its deployed instances. This capability allows for connecting to multiple CTI
environments (such as production and lab environments), different versions of the CX Addins, or
different workflows and UI behavior from sets of Addins.
Harmony has been designed with the following
architecture:
Each Harmony instance has one or more “Processors”
that can connect to one or more CTI systems. Each of
these Processors also contains one or more
“Workflows” that can be used to connect customized CX Addins that may either provide different
Graphical interfaces, Different button actions and workflow, or both.
Omni-Channel Deployment Just like Voice Deployments Omni-Channel deployments can be simple one server deployments for
customers with a small agent footprint that doesn’t require high availability or they can be more complex
HA configurations. You have to determine which is required to meet the needs of your organization.
Single Server Deployment
When a customer deployment doesn’t require high availability support, and the number of agents seats
are less than a single CTI instance can support, a single Harmony Server is sufficient even for Omni-
Channel deployments.
Omni Channel High Availability
Of the three components (Harmony Integration Server, Queue Adapter and Media Bar) used in this
solution, two have special considerations for high availability and capacity. Both Harmony Integration
Server and the Queue Adapter are centralized server components that must be deployed in a manner
capable of handling the aggregate load of the MediaBar Add-In clients.
Harmony Integration Server
Calculations for designing a HA Harmony Server Configuration are the same as described above in the
Voice section of the document. Please reference that section and the Harmony Planning Worksheet.
Generally, OpenMethods uses a value for CTI Instance Maximum of 500 to calculate the required
number of Harmony Integration Servers. In our experience many CTI platform vendors haven’t tested
above this number. So we use this as a conservative estimate to ensure reliable solution and network
operations.
Page: 9
Queue Adapter
Queue Adapters can be configured to pull new chats / emails from the Oracle CX queues and submit
them into the CTI for routing to an appropriate agent. Queue Adapters are specific to OracleCX instances,
however multiple Queue Adapters can be deployed on a single server to handle several small instances
of Oracle CX. Or Queue Adapters can be paired with a Service Cloud instance and reside on different
servers to address site requirements for multiple large Oracle CX instances. A Queue Adapter is capable
of supporting approximately 40 – 50 interactions per second. See table below.
Page: 10
Single Instance, One Server
Oracle Service Cloud Instance
Harmony Queue Adapter
Multiple Moderately Sized Service Cloud Instances
Oracle Service Cloud Instance
Harmony Queue Adapter
Oracle Service Cloud Instance
Oracle Service Cloud Instance
Harmony Queue Adapter
Harmony Queue Adapter
Server
Multiple Large Service Cloud Instances
Oracle Service Cloud Instance
Harmony Queue Adapter
Oracle Service Cloud Instance
Harmony Queue Adapter
Server
Server
Queue Adapter High Availability
Queue Adapter High Availability is currently a product roadmap item. Please inquire with your
OpenMethods representative if this is a requirement.
Page: 11
Dedicated Test Environment
OpenMethods recommends that a test and production environment are maintained on separate servers
or VM’s to ensure the ability to troubleshoot and validate new releases, and hotfixes in the test
environment prior to deployment to production.
The Server and workstation requirements for the Test Environment are modest and can save significant
time and issues during the normal lifecycle of your system.
Page: 12
Harmony Server Specifications The Integration Server and / or Queue Adapter can be deployed on any standard enterprise class server
(or equivalent VM) that meets at least the following specifications:
Server Specs VMWare Specs
CPU Quad Core Xeon 2.6GHz+ or 4 vCPU
Network 1 GB Ethernet Ports or 1 vNIC
Memory 8 GB Memory 8 GB vRAM
Disk 10 GB free or 1 x 146 GB vDisk
OS Windows Server 64 bit such as 2008 R2, 2012 or later, Linux (latest CentOS or similar)
The Integration Server requires the latest version of Java Runtime Environment to be installed.
Harmony Integration Server can be deployed on Windows or Linux platforms based on the customer’s
preferences.
While the Queue Adapter must be deployed on a windows server meeting the requirements specified
above.
For dedicated test/lab environments, this server should replicate the production Harmony Integration
Server as closely as possible. For “in-production” testing, OpenMethods will use the hardware platform
procured as the production Harmony server(s).
For dedicated test/lab environments, this server should replicate the production QueueAdapter as
closely as possible. For “in-production” testing, OpenMethods will use the hardware platform procured
as the production Harmony server(s). This service can be co-located on the same machine as Harmony
Integration Server in a Windows-only environment.
System Monitoring When planning your Harmony Deployment, it is important to monitor critical systems services to ensure
timely notification of error conditions within your environment. Please consult with your installer or
system consultant to get a list of key services.
Page: 13
Agent Workstation Environmental Requirements
Agent Workstation Hardware & Software:
OpenMethods workstation requirements mirror Oracles requirements which can be found at
https://cx.rightnow.com/app/answers/detail/a_id/8889 .
Note:
• Minimum .net version supported is 4.5.2; however, for TLS1.0 compliance, 4.6.2 or higher is
required.
Telephony Requirements
To support placing test calls into a test or production environment, and to have those calls routed to any
of the available “test agents” defined above, the solution will require the following items from a
telephony perspective:
• 1 Skill dedicated to this project for OpenMethods Testing Only (not shared with anyone else)
• 1 DID to map to the Skill provided above
• Three (3) Unique Agent IDs
o 2 Configured as Regular Agents
o 1 Configured as Supervisor for the above agents
o These Agents should be skilled to the above created “Testing” Skill.
• Three (3) Extensions to be used during testing – these extensions can be soft-phones, hard-
phones or native Agent Desktops as described under “Agent Workstation Environment
Requirements” above.
• Configuration Information for the Provided Extensions (if soft-phones or native Agent Desktops)
o Unrestricted Dialing Plan preferred for complete testing if possible.
o These extensions must be configured in a way that allows the identified “test agent” to
login to the phone, and/or any ACD in the environment, and receive calls placed through
the DID into the “Test” Skill defined above.
o Note that it is also important to configure the test agent, extensions, ACD IDs, Skills etc.
so that they as closely match the customer’s production environment as possible.
Page: 14
Server Firewall Configuration
The Harmony Integration Server will require internet connectivity to the addresses and ports listed
below. Please ensure that any firewall configuration has been completed to allow communication to
these addresses and/or ports.
• (Inbound) TCP Port 45645, open as a destination for agent test workstations
• (Inbound) HTTP port 8088, open as a destination for agent test workstations
• HTTP to www.office.com com (i.e., to port 80, originating from the Harmony Integration Server).
OpenMethods typically downloads the Harmony software from MS Office 365. If there are other
means you wish to transfer the software please work directly with you OpenMethods
representative.
The QueueAdapter will require internet connectivity to the addresses and ports below. Please ensure
that any firewall configuration has been completed to allow communication to these addresses and/or
ports.
• (Outbound) HTTPS to *.custhelp.com and *.rightnowtech.com (i.e., to secure port 443,
originating from the QueueAdapter)
• (Inbound) TCP Port 45642, open as a destination for agent test workstations
Remote Connectivity
For installing and configuring the application on the Harmony Integration Server, or for post-installation
testing, OpenMethods technicians will require remote connectivity via VPN to the server. It is
OpenMethods’ preference to have dedicated (multiple) VPN accounts for each technician if possible.
• Typically, 3 to 5 VPN accounts are sufficient to allow for multiple tasks to be completed
simultaneously and for ongoing support.
• After the installation of the Harmony Integration Server, OpenMethods technicians will conduct
testing of agent phone operation and interaction control via the MediaBar.
• To conduct this testing, VPN connectivity is required to support the agent hard-phone/soft-phone
or Agent Desktop used for testing.
• The method used to provide voice connectivity (hard phone, soft phone or Agent Desktop) can
be chosen by the customer based upon their preference.
• OpenMethods recommends that customers provide soft phones with appropriate network (VPN)
connectivity to support the remote installation and operation of the soft phone application. This
Page: 15
allows OpenMethods to conduct testing from their internal lab environment without depending
upon a customer’s human resources for testing.
Agent Test Workstation
Agent Workstation Setup: OpenMethods will require a minimum of 3 agent workstations to be
designated for use during testing. These workstations will require network connectivity that supports
TCP/IP communication to the Harmony Integration Server and to the Oracle Service Cloud. Proper
network credentials should be provided to allow each agent to login to the workstation and gain the
above described network connectivity.
The Oracle Service Cloud desktop should be installed on each agent workstation. Please refer to the
“Oracle Service Cloud Requirements” section below for additional details.
Phones: Each workstation used for testing should also have an associated phone that can be configured
to receive incoming test calls as described below under “Telephony Requirements”. These phones can
be hard phones, soft phones or native Agent Desktop applications (i.e. Avaya OneX, Cisco Agent
Desktop, etc.). OpenMethods recommends that customers provide soft phones with appropriate
network (VPN) connectivity to support the remote installation and operation of the soft phone
application. This allows OpenMethods to conduct testing from their internal lab environment without
depending upon a customer’s human resources for testing. Other testing methods, however, can be
accommodated as required by the customer.
Page: 16
Oracle Service Cloud Requirements
In order to begin the installation process key Oracle Service Cloud information is required.
1. For installation and testing purposes, OpenMethods will require the Oracle Service Cloud
Installation URL. Please provide the URL below, or to your OpenMethods Project Manager if
preferred.
2. To up-load and configure the Harmony and/or PopFlow client Add-Ins, Administrative Staff
Account credentials will be required. Please provide the credentials (Login ID and Password)
below, or to your OpenMethods Project Manager if preferred.
3. To test the functionality of the Harmony and/or PopFlow client Add-Ins, Agent Staff Account
credentials will be required. Please provide the credentials (Login ID and Password) below, or to
your OpenMethods Project Manager if preferred.