myContactCenter is installed with seven installation packages: four for the services, one for the Wallboard and one each for the Agent and the Administration. The packages for the services and the Wallboard come with a configurator that sets up the database, service account and connections after installation. How the parts work together is described in System architecture.
The packages
| Package | Installs | Configurator |
|---|---|---|
| myContactCenter Server | the Server and SwyxCDS services | Server Configurator |
| myContactCenter Routing Service | the Routing Service and ExternalDatabase services | Routingservice Configurator |
| myContactCenter Dispatcher | the Dispatcher service | Dispatcher Configurator |
| myContactCenter Logger | the Logger service | Logger Configurator |
| myContactCenter Wallboard | the Wallboard program | Wallboard Configurator |
| myContactCenter Admin | the Administration with templates, holiday files and dictionaries | – |
| myContactCenter Agent | the Agent with softphone | – |
What each package sets up on the computer is described under Installation packages.
How the parts find each other
- The Agent, Wallboard, Routing Service and Logger only know the registration points: the addresses of one or two Dispatchers. They ask the Dispatcher which server is currently active and then connect to it.
- The Dispatcher knows master and standby from its configurator.
- The Administration connects directly to the server whose name you enter in Connect to server.
- The server knows SQL Server and the database from its configurator.
This is why you first set up the database and server, then the Dispatcher, and only then the parts that ask it.
Order of a new installation
- Database. Provide Microsoft SQL Server — see Requirements.
- Server. Install the Server package; the Server Configurator creates the database and starts the service — see Setting up the server.
- Dispatcher. Install the Dispatcher package and enter the master — see Dispatcher.
- Logger. Install the Logger package and specify the folder for the logs — see Logger.
- Administration. Install the Administration, log in, enter the licenses and set up the phone system and mailboxes — see First steps in the Administration.
- Routing Service. Install the Routing Service package and enter its SIP account — see Routing Service. It knows the phone system from the server configuration; that is why it comes after step 5.
- Workstations. Install Agents and Wallboards — see Setting up workstations.
On a single server, you install the packages of steps 2, 3, 4 and 6 on the same computer. However, each package can also be installed on its own computer, and a second server can stand by as a standby server — see Multiple computers and standby.
In this chapter
| Page | Content |
|---|---|
| Requirements | Windows, .NET, databases, service account, network and phone system |
| Installation packages | installing, installing silently, removing |
| The configurators | how the configurators work, service account, Start and Finish |
| Setting up the server | the Server Configurator and the first steps in the Administration |
| Dispatcher, Logger and Routing Service | the configurators of the other services |
| Setting up workstations | Agent, Administration and Wallboard |
| Multiple computers and standby | distributed setup, names, firewall, standby server |
| Updating | updating to a new version and which versions work together |
| Troubleshooting | logs and common causes |
Requirements
What computers, databases, service account, network and phone system must provide before you install myContactCenter.
Installation packages
What the installation packages set up on a computer — programs, services, shortcuts, firewall rules — how to install them, also without prompts, and what remains after removal.
The configurators
How the configurators of Server, Routing Service, Dispatcher, Logger and Wallboard are structured, how to enter the service account and what Start and Finish do.
Setting up the server
How the Server Configurator creates or updates the databases and sets up the service, and what you do first in the Administration afterwards.
Dispatcher, Logger and Routing Service
What the configurators of Dispatcher, Logger and Routing Service ask for — master and standby, log folder, SIP account and registration points — and how you can tell that the services are running.
Setting up workstations
How to install the Agent, Administration and Wallboard on the workstations, how they find the server and how to specify registration points for all users.
Multiple computers and standby
How to distribute the services across several computers, which names must be resolvable everywhere, which firewall rules the packages create and how to set up a second Dispatcher, additional Routing Services and a standby server.
Updating
How to bring myContactCenter to a new version — preparation, order, configurators and licenses — and which versions of Server, Administration, Agent and Wallboard work together.
Troubleshooting
Where configurators, services and programs log their errors and what to check if the server does not start, programs cannot find it, the Routing Service does not register on the phone system or reports stay empty.