Install CTI Broker

Components overview

Preparation

Before starting the installation, make sure the following preparations are taken:

• UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. (version >= 5.0.17244.X)
• Dashboard Service
• Attendant Service

Installation

To install the broker, you’ll need to configure the Install.ps1 with a service account, before running the script.

If the script is configured it can be executed to install the broker as a windows service.

Configuration

The configuration of the broker is stored in a config.xml file, which contains the following sections:

• BrokerModule
  • Socket
  • MainUcc
  • UccGroup
    • UccServer

Socket

In this section values of the socket are configured like ip address and port number. The socket is responsible for receiving connections with the CTI Service client

MainUcc

There can only be one MainUcc configured. The main ucc will be used for outbound calls

All the agents needs to be configured in this ucc with the correct skill

UCCGroup

In this section all the ucc’s are configured which will connect to the Attendant- and DashboardService for receiving updates and sending start / stop commando’s to sign formal agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. in or out.

This section can contain multiple UccServer elements

e.g. config: