Voxtron Client Software

These requirements are applicable to the Voxtron Client application

Hardware requirements

Dimensioning a client to run these components is dependent on different factors. Following requirements are mandatory for any installation:

• A network card with TCP/IP4 installed
• Hardware must be supported by the OS (check the Microsoft documentation for the OS you are using). Especially check the availability of drivers when using Windows Vista or Windows 7
• Monitor with minimal resolution of 1280x1024
• Audio card
• 2 GB RAM or more (especially when using Windows Vista and Windows 7, we urge you to provide sufficient memory)

Example hardware configuration

• Network card with TCP/IP4 installed
• Microsoft Windows 7 (32 bit)
• Intel Core 2 Duo or AMD Athlon X2, 2.4 GHz or higher
• 2 GB RAM
• 5 GB free HD space

If you have any doubt or question regarding your (future) hardware configuration, contact your local sales organisation.

Operating system

See remark 2, 3 and 4

• Windows Vista Business Service Pack 2 32-bit
• Windows Vista Business Service Pack 2 64-bit
• Windows 7 Business and Enterprise 32-bit
• Windows 7 Business and Enterprise 64-bit
• Windows 2008 Server Standard 32-bit, English edition
• Windows 2008 Server Standard 32-bit, German edition
• Windows 2008 Server Enterprise 32-bit, English edition
• Windows 2008 Server Enterprise 32-bit, German edition
• Windows 2008 Server R2 Standard 64-bit, English edition
• Windows 2008 Server R2 Standard 64-bit, German edition
• Windows 2008 Server R2 Enterprise 64-bit, English edition
• Windows 2008 Server R2 Enterprise 64-bit, German edition

ia64 Intel Itanium processors and corresponding operating systems are not supported.

Microsoft Windows components

• Internet Explorer 8 or higher
• Windows Installer 4.5
• Visual C++ 9.0 Runtime

E-mail routing - Fax routing

E-mail client application

Virtualization

The server software can be installed in a virtual environment (VMWare or Microsoft Hyper-V)

Terminal services

This software can be installed in a terminal services environment (a server that has Windows Terminal Services installed or that has Citrix terminal services product installed).

Remarks

• (1) this is only an indication and actual values can be higher depending on the actual application and use of the contact center, the number of skills, contact codes,... that are defined in the system.
• (2) versions or variants of versions not mentioned in this list are not supported. Unless explicitly mentioned, it is always the 32-bit version that is supported, not the 64-bit version.
• (3) operating systems that are no longer officially supported by the vendor (i.e. Microsoft) are automatically no longer supported by Voxtron.
• (4) Voxtron products do not contain any Windows or Microsoft licenses. It is up to the customer to obtain the necessary licenses (CALs).
• (5) Unless you already have this OS, we advise you to purchase and use Windows 2008 R2 server editions mentioned in the list of operating systems.

Voxtron Communication Center Modules (server side software)

These requirements are applicable to all operational modules that are part of the Voxtron Communication Center.

Hardware requirements

Dimensioning a server to run these components is dependent on different factors. Following requirements are mandatory for any installation:

• A network card with TCP/IP4 installed
• Hardware must be supported by the OS (check the Microsoft documentation for the OS you are using)
• Monitor with minimal resolution of 1280x1024
• Sufficient PCI or PCI express slots to install the telephony board and/or the recoding board.
• Free USB 2.0 port to connect the USB dongle

For the processor, we would recommend a type that is "common" at the time of installing the server and to foresee at least 4GB RAM. If you use additional options, like ASR (Automatic Speech Recognition) and/or TTS (Text to Speech) this will not be sufficient and you must check and comply with the ASR and/or TTS requirements. For larger systems, we advise you to distribute the software among different servers.

The minimum required free hard disk space is 1GB, but this is only to be able to install the product. The services generate and store a number of files like:

• Voice mails
• Emails
• Faxes
• Recordings
• Statistical data

When dimensioning the storage capacity of your system, use following guidelines:

• 50 GB for logging files, intermediate files and cached files
• The database uses approximately 10KB of data per contact (data stored + database index data) (1). Take into account that each interaction by an office client is also a contact! Be aware of the data limits imposed by SQL Server Express editions
• An average fax file (3 pages, each 5% coverage) is approximately 180KB or 5000 faxes consume 1GB
• When using voice recording, one hour recording requires 28,8 MB per port, for a PRI this means 1GB/hour

Example minimal hardware configuration:

• Network card with TCP/IP4 installed
• Microsoft Windows 2008 Service Pack 2 (32 bit) Standard edition
• Intel Core 2 Duo or AMD Athlon X2, 2.4 GHz or higher
• 4 GB RAM
• 500 GB free HD space

Advised hardware configuration:

• Gigabit ethernet network card with TCP/IP4 installed
• Microsoft Windows 2008 R2 Standard edition
• Intel Xeon (multiple cores) AMD Opteron, 2.4 GHz or higher
• 1 TB free HD space

If you plan to distribute the modules over different servers, server specifications can be adapted accordingly.

If you have any doubt or question regarding your (future) hardware configuration, contact your local sales organisation.

Operating system

See remark 2, 3 and 4

• Windows 2008 Server Standard 32-bit, English edition
• Windows 2008 Server Standard 32-bit, German edition
• Windows 2008 Server Enterprise 32-bit, English edition
• Windows 2008 Server Enterprise 32-bit, German edition
• Windows 2008 Server R2 Standard 64-bit, English edition
• Windows 2008 Server R2 Standard 64-bit, German edition
• Windows 2008 Server R2 Enterprise 64-bit, English edition
• Windows 2008 Server R2 Enterprise 64-bit, German edition

ia64 Intel Itanium processors and corresponding operating systems are not supported.

Microsoft Windows components

• Internet Explorer 8 or higher
• .NET framework v3.5 Service Pack 1
• Windows Powershell
• Windows Installer 4.5
• Internet Information Services (6)
• Visual C++ 9.0 Runtime
• SQL Server native client
• SQL Server command line tools

SQL Server

The Voxtron Communication Center supports Microsoft SQL Server 2008 R2 Express, Standard and Enterprise edition. In case of a cluster solution, you need the Enterprise edition.

The SQL Server Express edition is not supported for the Voxtron Communication Center Enterprise edition

The SQL Server Express edition is only supported for the Voxtron Communication Center Express edition

The SQL Server Express is limited in data storage and memory

• Each module makes a connection with the datastore and therefore consumes an amount of memory
• Microsoft does not publish Figures about the memory consumption; it depends on the number of connections and the traffic
• Voxtron cannot guarantee that a Voxtron Communication Center Express edition in all its configuration will work properly on a SQL Server Express

The SQL Server must have the same language as the operating system (English / English or German / German)

The SQL Server must support the same processor type as the operating system (32-bit / 32-bit or 64-bit / 64-bit)

TCP/IP protocol in the SQL Server Configuration Manager needs to be enabled

CTI software

3rd party TAPI driver (v2.2)

Using this 3rd TAPI connection to the PBX, VCC only monitors the telephones of the agents in the contact center (not the IVR lines themselves!).
This is important to understand because the TAPI drivers have a license scheme that is based on the number of telephony lines that have to be monitored. In addition, Voxtron Communication Center also uses the TAPI link to contact the agent's phone when the agent is using the Active TAPI toolbar. The active TAPI toolbar allows the agent to accept, disconnect, transfer, .... calls via buttons on his/her computer screen.

Required TAPI functions:

• lineNegotiateAPIVersion
• lineNegotiateExtVersion
• lineInitializeEx
• lineClose
• lineOpen
• lineShutdown
• lineGetDevCaps
• lineGetCallInfo
• lineGetCallStatus
• lineGetID
• lineGetMessage
• lineGetAddressCaps
• lineDeallocateCall
• lineAnser (*)
• lineAccept(*)
• lineDrop (*)
• lineSetupTransfer (*)
• lineCompleteTransfer (*)
• lineMakeCall (*)
• lineSetCallPrivilege (*)
• lineDial (*)
• lineHold (*)
• lineUnhold (*)
• lineSwapHold (*)
• lineBlindTransfer
• lineRedirect

(*) Only if the Active TAPI toolbar is used in the clients.

Note: for known PBX deviations, refer to the documents TAPI Requirements and PBX Types on the Voxtron Partner Site or contact your local sales organization

Connection with the PBX, can be: serial connection, LAN connection (TCP/IP4), USB connection or a connection over a B or D channel of a BRI or PRI connection.

E-mail routing

• IMAP or POP3 server with configured mailboxes (for receiving emails)
• SMTP server (for sending emails)

Fax routing

SMTP server for sending fax status notifications or receiving fax via email

Recording

• A Voxtron licensed recording board. For available boards, contact your local sales organisation. These boards are Voxtron specific and cannot be bought via other vendors.
• In case of VoIP recording in a "none virtual" environment, a separate PCI or PCI express licensing board is needed and PCI or PCI express slot must be foreseen.

IVR software

Following Dialogic boards are tested and supported:

• Diva BRI-2
• Diva BRI-2 PCIe
• Diva UM-BRI-2
• Diva UM-BRI-2 PCIe
• Diva 4BRI-8
• Diva 4BRI-8 PCIe
• Diva UM-4BRI-8
• Diva UM-4BRI-8 PCIe
• Diva PRI/E1/T1-CTI
• Diva PRI/E1/T1-CTI PCIe
• Diva PRI/E1/T1-8
• Diva PRI/E1-30
• Diva UM-PRI/E1-30 PCIe
• Diva V-PRI/E1-30
• Diva V-PRI/E1-30
• Diva V-2PRI/E1-60
• Diva V-4PRI/E1

For VoIP installations, the XCAPI (TE-Systems) middleware is supported.

For all other CAPI compliant hardware or middleware, contact your local sales organisation.

• (IP) PBX: not all PBXs can be integrated/connected to our IVR software. Contact your local sales organisation to check your PBX brand, type and version.
• SMTP server in case voice to e-mail functionality is used.

Virtualization

• The server software can be installed in a virtual environment (VMWare or Microsoft Hyper-V)
• In a virtual environment, the standard telephony boards cannot be used and the use of middleware (e.g. XCAPI) is mandatory
• In a virtual environment, the Voxtron recording boards cannot be used and VoIP recording server must be applied with a software based license. Contact your local sales organisation for more information.
• Your virtual environment needs to be able to access the USB dongle via the USB port. If this is not supported directly, a third party software and/or hardware solution is necessary to integrate the USB dongle in your virtual environment.

Terminal services

• This software can be installed in a terminal services environment (a server that has Windows Terminal Services installed or that has Citrix terminal services product installed)
• The above system requirements are not applicable in case of terminal services installations and additional memory, processors and hard disk space must be foreseen. This must be done in close cooperation with your IT administrator. In case of doubts or questions, contact your local sales organization for more information.

Remarks

• (1) this is only an indication and actual values can be higher depending on the actual application and use of the contact center, the number of skills, contact codes,... that are defined in the system.
• (2) versions or variants of versions not mentioned in this list are not supported. Unless explicitly mentioned, it is always the 32-bit version that is supported, not the 64-bit version.
• (3) operating systems that are no longer officially supported by the vendor (i.e. Microsoft) are automatically no longer supported by Voxtron.
• (4) Voxtron products do not contain any Windows or Microsoft licenses. It is up to the customer to obtain the necessary licenses (CALs).
• (5) Unless you already have this OS, we advise you to purchase and use Windows 2008 R2 server editions mentioned in the list of operating systems.