Install Interceptor

Preparation

Before starting the installation, make sure the following preparations are taken on the device that will run the InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents.:

  • Windows features installed
    • .NET Framework 4.6.2

  • 1 service account with the following rights

    • Member of Local Administrator group on the server

    • Member of the RTCUniversalReadOnlyAdmins group in the domain

    • Provided “Log on as a batch job” rights

    • Provided “Log on as a service” rights

    • Optionally, provided “Protect object from accidental deletion” rights

  • Open port you use in AgentProviderPort (default 10000) of the firewall between the FE and A365 server.

When the above preparations are completed, the installation can be continued.

 

Installing the Interceptor

  1. Copy files to the Front End Server(s)

  2. Make sure that the .zip package is unblocked.

    1. Right click on the .zip file and choose ‘properties’

    2. Then click Unblock and Apply

  3. Unpack InstallUCC.zip

  4. Open PowerShell as administrator

  5. Navigate to the directory

  6. Run “install.ps1”

    1. Optional:

      1. Use UPNIn Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). parameter: install.ps1 -UPN "serviceaccount@domain.com"

      2. Use SamAccount parameter: install.ps1 -samAccountName "serviceaccount"

  7. Enter the password of the given service account

  8. Enter the FQDNA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS). of the Anywhere365 Server (not the pool)

 

(Optional) Add more Anywhere365 Servers

Note Additional Anywhere365 servers can be Passive Failover Anywhere365 servers or other Active Anywhere365 servers. For example an Active Anywhere365 server servicing another regions like EMEA/US/ASIA.

  1. Navigate to Install directory

    1. C:\Program Files\SipInterceptor

  2. Open the config:

    1. Wsp.Anywhere365.SipInterceptor.Service.exe.config

  3. The config should look like:

    <?xml version="1.0" encoding="utf-8" ?>
    <configuration>
    <startup useLegacyV2RuntimeActivationPolicy="true">
    <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.5" />
    </startup>
    <appSettings>
    <add key="urls" value="," />
    </appSettings>
    </configuration>

  4. Add the FQDN of the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. server

    Note Port should be the same as AgentProviderPort in the UCC config.xml (Default 10000), Learn More

    1. One UCC server

      <?xml version="1.0" encoding="utf-8" ?>
      <configuration>
      <startup useLegacyV2RuntimeActivationPolicy="true">
      <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.5" />
      </startup>
      <appSettings>
      <add key="urls" value="http://fqdn1.domain.net:10000" /></appSettings>
      </configuration>

    2. Multiple UCC servers

      <?xml version="1.0" encoding="utf-8" ?>
      <configuration>
      <startup useLegacyV2RuntimeActivationPolicy="true">
      <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.5" />
      </startup>
      <appSettings>
      <add key="urls" value="http://fqdn1.domain.net:10000, http://fqdn2.domain.net:10000," />
      </appSettings>
      </configuration>

  5. Open the Services

  6. Start the Interceptor Service

    1. Anywhere365 SipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. Interceptor Service

 

(Optional) Configure update interval

  1. Navigate to Install directory

    1. C:\Program Files\SipInterceptor

  2. Open the config:

    1. SipInterceptor.Service201x.exe.config

  3. The config should look like:

    <?xml version="1.0" encoding="utf-8" ?>
    <configuration>
    <startup useLegacyV2RuntimeActivationPolicy="true">
    <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.5" />
    </startup>
    <appSettings>
    <add key="urls" value="," />
    </appSettings>
    </configuration>

  4. Add the following line between <appSettings></appSettings>

    <add key="updateInterval" value="120" />

  5. The value is in minutes, 60 is each hour, 120 every 2 hours, 1440 is once every day.

 

Configure the UCC

When the Interceptor is installed each UCC needs to be configured to use the Interceptor.

Part 1: Skype for Business Application Endpoint

  1. Create a new Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. Application Endpoint for the UCC where the Interceptor is going to be used.
    1. More information about creating a new Application Endpoint, Learn More.
  2. Name the Endpoint: sip:[uccname]_dr@[domain]

Warning Make sure the UCC Endpoint have the correct VoicePolicies. If you limit your Global VoicePolicies, the UCC cannot call to PSTN.

Part 2: SharePoint Configuration

Warning This step was changed in 6.0, for 5.0 or lower see below

  1. Navigate to the SharePoint Configuration Page of the UCC

  2. Open Endpoint List

  3. Switch to the "DefaultRoutingEndpointView"

  4. Add new DefaultRoutingEndpoint Item

    1. Title = The SIP address of the newly created endpoint (which you have created in part 1)

  5. Restart the UCC

Part 3: SharePoint Configuration

  1. Navigate to the SharePoint Configuration Page of the UCC

  2. Open the Settings List

  3. (Optional) Add new Item for Outbound Interception

    1. Key =UseOutboundAudioRecording

    2. Value = true

  4. (Optional) Add new Item for Inbound Interception

    1. Key = UseInboundAudioRecording

    2. Value = true

  5. (Optional) Add new Item to show Agent identity when calling outbound

    1. Key =UseOriginalIdentityWithOutbound

    2. Value = true

  6. (Optional) Add new Item to show Caller identity directly with inbound calls

    1. Key =UseOriginalIdentityWithInbound

    2. Value = true

  7. (Optional) Add new Item to ignore internal calls (same domain)

    1. Key = InterUserRecordingDisabled

    2. Value = true

  8. Restart the UCC

The Interceptor always needs setting 'UseOutboundAudioRecording' or 'UseInboundAudioRecording'. With both on false, the Interceptor won't intercept any calls going in or out the UCC.

When the Interceptor is installed and configured correctly, you will see the following lines within the log of the UCC:

DEBUG ApplicationBootStrapper - ApplicationBootStrapper AgentProvider. Connected: 10.0.0.0 : frontendserver.fqdn.local

DEBUG ApplicationBootStrapper - ApplicationBootStrapper AgentProvider. Register: , 10.0.0.0 : frontendserver.fqdn.local

If you don't see these lines, please make sure the correct Firewall settings are applied on the Anywhere365 UCC server.