inContact WFO Administration > Server and Site > Environmental Requirements

Environmental Requirements

inContact WFO cloud servers use the following IP address ranges:

  • 207.166.94.0/24
  • 207.166.95.0/24

To minimize the number of ports that must be opened in your firewall, inContact WFO uses a service called Connection Pooling on the PREMISES server. This service requires:

Port Transport Description
2010 HTTP Open on server and firewall for communication between the PREMISES server and the cloud

In addition, the following ports must be opened on client PCs at your location to allow for proper communication:

Port Transport Description
2012 HTTP Interface for client communications with the PREMISES server
4510 TCP Connections from Silverlight client players
443 HTTPS HTTP services on the client PCs for inContact WFO Web Portal
943

TCP

 Silverlight cross-domain policy listener
80 HTTP Standard HTTP port
2015 HTTP

Interface for communication related to Live Monitoring
5638 TCP Error logging communication between PCs and the PREMISES server

If you use inContact Screen Recording, you will additionally need:

Port Transport Description
5638 TCP Open on client PCs for communication between the PC and the PREMISES server

If you use inContact Desktop Analytics, you will additionally need:

Port Transport Description
5634 TCP Open on client PCs for communication between the PC and the PREMISES server

Antivirus Software

Antivirus exclusions should be configured in any system where antivirus scanning is installed. The guidelines below are provided to assist with ensuring the reliability and performance of your inContact WFO system, while still providing for a secure environment. A lack of exclusions can cause system performance issues and possibly contribute to service outages.

These guidelines apply to both memory resident and on-demand scanning.

General Considerations

These exclusion guidelines are product-specific. For applications not specifically listed, it is often necessary to determine exclusions on a case-by-case basis. This section provides guidance in this area.

Files should typically be excluded based on the following criteria:

  • Locked Files: The files are permanently locked open by a legitimate server process. Examples of these are databases such as DHCP and SQL Server, as well as files such as the Windows Pagefile.
  • Large Files: The files are manipulated often by a legitimate server process and are typically large in size. Examples of these are copying CD/DVD images (.iso) and Virtual Machine Files (.vhd). In addition, operations may include offline maintenance on Virtual Machine Files and Exchange Server databases.
  • Temporary Files: A large number of temporary files are written to disk by a legitimate server process.

Exclusion Guidelines

The following should be excluded from anti-virus scanning on the PREMISE Server:

  • The cc_screencapserver.exe process
  • Files with the *.vid extension
  • The default folder associated with inContact Screen Recording, C:\temp\
  • The cc_loggerservice.exe process
  • Files with the *.log extension
  • The default folder associated with inContact WFO logging, C:\Program Files\CallCopy\Logs\

Common File Types

Most antivirus products attempt to remove or quarantine file types that they cannot identify. The table below lists many of the common file types associated with inContact WFO.

File Type

Description

.cav

inContact WFO Proprietary combined audio/video format generated only when a file is exported. Requires a special player to view.

.ccp

Waveform that accompanies playback in the Web Player. Does NOT contain bookmarks – those are inserted at time of playback via stored database records. Blackouts are represented in the waveform as flat segments with no audio present.

.log

Log files where system activities and errors are recorded. Useful in troubleshooting system issues.

.vid

Screen capture data for playback.

.vox

Compressed audio format for playback. Higher quality than .wav, but also larger file size. Primarily a legacy format.

.vox8

Compressed audio format for playback. Higher quality than .wav, but also larger file size. Primarily a legacy format.

.wav

Compressed audio format for playback.

.xml

Used to store call metadata or API responses to clients.