Cloud Connect Server (CCS) Integration Guide - v4.0.x

Overview: This article is to be used for the installation and configuration of Cloud Connect Server (CCS) versions 4.0.x.

Hardware and network specifications

Cloud Connect Server (CCS) hardware and network specifications

Downloads:

Cloud Connect Server (CCS)

NOTE: Microsoft Windows Server 2016 (not the latest update build < 14393.3986) may have connection issues with Avaya IP Office.

Cloud Connect Client: CCC 2.0.5

Tenfold Bridge: Latest version

  1. Download CCS

  2. Extract (UnZip) the downloaded CCS Zip folder

  3. Open Command Prompt (CMD.exe) as administrator

  4. Navigate to downloaded CCS folder

  5. Type:

    .\bats\install_1.bat
  6. When the script is done, restart the computer.

  7. Open CMD.exe as administrator

  8. Navigate to downloaded CCS folder

  9. Type:

    .\bats\install_2.bat

    Follow prompts. Note this process can take 5 to 10 minutes to complete and may look like it froze while SQL is being installed.

  10. When the script is done, restart the computer.

  11. Open CMD.exe as administrator.

  12. Navigate to downloaded CCS folder

  13. Type:

    .\bats\install_3.bat
  14. When the script is done, restart the computer.

  15. Right-click on the newly created UCConfig shortcut on the desktop

  16. Select Properties and then Compatibility

  17. Check Run this program as an administrator and press OK

Note: The Install location for CCS 4.0.x is in C:\Program Files\Tenfold

  1. Open Windows Services and Stop Cloud Connect Server and Cloud Connect Telephony [Customer Org] from running. (Note: Cloud Connect Telephony is created during the Connecting PBX to CCS steps)

  2. Open Notepad or a similar program as administrator (Notepad++ recommended)

  3. Open C:\Program Files\Tenfold\OnPremCCS\bin\UCTelephony.exe.config

  4. In the <runtime> section add: <loadFromRemoteSources enabled="true"/>

    360061686431-image-1.png
  5. Save the file and restart CCS services: Cloud Connect Server and Cloud Connect Telephony.

  1. Right-click on the UCConfig icon on the desktop and select ‘Run as Administrator’.

  2. Click on the Classic Menu button (2.x and 3.x only)

  3. Click on Equipment and then (New Site) (Note that a ‘/’ is not supported in the site name and will cause the UCTelephony service to not be created)

  4. Enter the name of the server, select country code, and area code.

  5. Click Save

  6. Click on Phone System (PBX)

  7. In the Type, dropdown select your PBX

  8. Enter in the appropriate information for your PBX

  9. Press Save and then press Start.

  10. The status will change to CONNECTED if the CCS can properly connect to the PBX, and you should see logging begin.

  1. Right-click on the UCConfig icon on the desktop and select 'Run as Administrator' (if you do not already have it open).

  2. Click on the Classic Menu button (2.x and 3.x only)

  3. Click on Equipment and then Extensions

  4. Request a list of extensions from the customer (usually easily exported at the PBX)

  5. Format those extensions (Comma-separated lists accepted i.e.: 001, 002, 003, 004)

  6. For an extension to populate in the Tenfold Dashboard User's page, you'll want to have that user place a call to an external number. Once complete if you go to that user in the Tenfold Dashboard, push the plus sign, then their extension should be available to select and add as you type it. More details about this can be found here: Assign user extensions.

  1. Download CCC:

  2. Open the CCC download folder

  3. Right-click on the Cloud Connect Client installer and select ‘Run as Administrator’

  4. Right-click on the newly created Cloud Connect Client shortcut on the desktop

  5. Select Properties and then Compatibility

  6. Check Run this program as an administrator and press OK. This will install the Client as well as update the package if a new version is available. Due to the nature of the package installer framework, the client will attempt to open without any additional options/flags. Because of this, you will be prompted with a Javascript Error due to Node not being run as an Admin (this can be ignored - push OK).

    360061531892-image-2.png
  7. After Cloud Connect Client has been installed, if the CCC icon does not show in the system tray, right-click on the CCC shortcut and select ‘Run as Administrator’.

  8. Right-click the tray icon for the Cloud Connect Client and select “Settings”.

  9. Enter the Organization ID listed on the Company Settings tab of the Dashboard.

  10. Install Cloud Connect Monitor:

  11. After saving ORG ID right-click on CCC and select manage services

  12. Select the install.bat (windows batch file) and ‘Run as Administrator’.

  13. Once the installation is complete, you should check Windows services to see both Cloud Connect Client (CCC) and Cloud Connect Monitor (CCM) running.

  14. CCC + CCM Installation Video:

  1. Download Tenfold Bridge:

  2. Extract (UnZip) the TenfoldBridge folder in the C:\Tenfold folder

  3. Open the TenfoldBridge folder and open the tenfold-tcp-bridge folder

  4. Before proceeding, confirm that .NET Framework 3.5 (it must be this version) is already installed.

  5. Right-click on install_services and select 'Run as Administrator' (or run via Command Prompt)

    360061531872-image-3.png
  6. Follow the prompts

  7. There is no configuration needed. Once the installation is complete the Tenfold Bridge will show that it is running in Windows Services.

    360061686451-image-4.png

From time to time, your Virtual Machine/Server will need to restart (i.e. Windows Updates, Software Updates, Power Failures, Driver Updates, etc). In the event that it does, you will want to make sure that CCS is also restarted and running once the system restart is complete.

CCS Windows system services

  1. Open Windows Service

  2. Set all CCS services to Automatic start:

    Cloud Connect Server, Cloud Connect Telephony Phone System Name(s) (Delayed Start), Cloud Connect Client, Cloud Connect Monitor, and Tenfold Bridge.

    • Additional Services to account for are the following SQL Server services: Server (ONPREMCCS), Server Browser, Server CEIP service (ONPREMCCS), Server VSS Writer

    360061531972-image-5.png
  3. If any CCS services do not start after a system reboot, we suggest setting the service start to Automatic (Delayed Start)

Suggested CCS service manual startup order

  1. SQL Server services (mentioned above)

  2. Cloud Connect Server

  3. Cloud Connect Client

  4. Cloud Connect Monitor

  5. Tenfold Bridge (optional)

  6. Cloud Connect Telephony Phone System Name(s)

  1. Log in to the Tenfold Dashboard using an Administrator account for your Org.

  2. Select the Features tab

  3. Click on Cloud Connect from the Features list

  4. Click on the red Disabled button to switch it to Enabled (refresh page to confirm)

  5. Check “Click to Dial (CTD) using TCP Producer only” if Tenfold Bridge is installed and working to use it exclusively. Do not check this if Tenfold Bridge is not installed. More Details around Single and Redundant Producer found here.

  6. Push Save and wait for confirmation. (this overwrites all of the above configuration settings)

  7. Click on Cloud Connect Monitor from the Features list

  8. Click on the red Disabled button to switch it to Enabled (refresh page to confirm)

  9. Click on Phone System

  10. Select the appropriate phone system from the drop-down.

    360061686471-image-6.png
  11. In the Remote Address field, enter the public IP address for the server that the CCS is installed on and press Save (The bar should change to green and show Connected if the CCS is successfully connected to the Tenfold Cloud).

  12. In the same tab, click Change Advanced Options to set extMatchRegex for matching what internal numbers will look like. (Useful Regex site: regex101.com) - Confirm with a Tenfold TSE if further assistance is needed.

  13. Check the appropriate checkboxes based on the Customer’s needs for the Phone System integration.

    360061531952-image-7.png
  14. Click save and check if all settings are correct.

  15. Go to the Troubleshooting tab

  16. Click Cloud Connect Monitor to ensure that you are properly connected to the CCS via the Tenfold Dashboard, looking for any errors there.

Contact a Tenfold Support Engineer (TSE), requesting they “update the Producer type (optional) setting from the Internal Org Details page in Org-Management for your Org to Single or Redundant” based on the following configuration types being met...

  • Producer type single + Cloud Connect Client active = commands all go over CCC and Tenfold receives all events over CCC. You use this when not deploying the Tenfold Bridge at all with CCS.

  • Producer type redundant + Cloud Connect Client active = commands first try Tenfold Bridge (socket), then CCC if Tenfold Bridge is disconnected/unavailable. We use this configuration when deploying both CCC and Tenfold Bridge services

  • Producer type single + Cloud Connect Client inactive = commands all go over tenfold bridge with no fallback to CCC and we do not de-dup Tenfold Bridge events. We use this configuration when we ONLY DEPLOY Tenfold Bridge and DO NOT deploy CCC.

  • Producer type redundant + Cloud Connect Client inactive = commands all go over Tenfold Bridge with no fallback to CCC but we will try to de-dup events received over Tenfold Bridge. We use this configuration when we ONLY DEPLOY Tenfold Bridge and DO NOT deploy CCC, but want to add some form of persistent redundancy.

IMPORTANT NOTE: The TCP preference on the Cloud Connect Feature (Click to Dial (CTD) using TCP Producer only) if enabled, then all commands will go over the Tenfold Bridge (socket) regardless of the above setup.

Network Connectivity Checks

These tests do require the use of the Telnet client which may not be installed on the Windows server by default.

Open CMD (Command Prompt) and type the following command:

telnet ent1.bridge.callinize.com 3026

Successful connection results

$ telnet ent1.bridge.callinize.com 3026

Trying 54.235.107.161…

Connected to ent1.bridge.callinize.com.

Escape character is '^]'

Unsuccessful connection results

$ telnet ent1.bridge.callinize.com 3026

Connecting To ent1.bridge.callinize.com 3026...Could not open a connection to the host on port 3026: Connect failed

Testing HTTPS connection for CCC to events.tenfold.com and intake.tenfold.com. Type the following commands in CMD (Command Prompt)

For events.tenfold.com:

curl https://events.tenfold.com/ping
  • If successful will return Pong

For intake.tenfold.com:

curl https://intake.tenfold.com/ping
  • If successful will return Pong

NOTE: If either the Tenfold Bridge or Cloud Connect Client has issues connecting properly, please contact Tenfold Support to assist with the troubleshooting.

Troubleshooting

Please visit the Cloud Connect Troubleshooting page or contact us here.