Server Requirements

Hardware Requirements

Hybrid Systems

An on-premises server (known as the PREMISES Server) is required. This server must have a public-facing IP address. Hardware specifications are determined by inContact WFO Sales Engineering during the sales process.

In general, inContact recommends a server with at least 6 GB of RAM and a quad-core processor. The server can be either physical or virtual. Some recording integrations require physical servers; see the Overview topic for your integration.

Premises Systems

The system design and specific hardware required for your implementation will be determined by inContact WFO Sales Engineering during the sales process. The following general guidelines apply to all inContact WFO systems:

  • 32-bit servers are no longer supported due the requirements of supported operating systems (see Software Requirements).
  • Call recording, screen recording, and quality management can run on the same server. Depending on your contact center and IT architecture, multiple servers may be recommended.
  • inContact Speech Analytics requires a separate, dedicated server. Depending on how your organization plans to use inContact Speech Analytics, multiple dedicated servers may be recommended.
  • inContact WFO supports virtual server(s) for most modules. Some recording integrations require a physical server.
  • Any server that hosts RabbitMQ must have at least 6 GB of RAM.

Hardware requirements are affected by the specific inContact WFO components used, the number of concurrent users in the system,the average call volume and duration, and the length of time you wish to retain recordings.

Software Requirements

inContact WFO has been tested with and supports the following software environment for system servers:

  • Operating System — Windows Server 2008 R2/2012 R2. Speech Analytics requires Windows Server 2008 R2. Integration with Avaya using IP Office requires a recording server running Windows 8.1 32-bit. See the Customer Guide to Avaya IP Office Integrations for details.
  • Database — Microsoft SQL Server 2008 with SQL Server Reporting Services (Standard, Datacenter, Enterprise, and Express with Advanced Services editions). R2 requires SP1. R2 support depends on the PBX integration. Microsoft SQL Server 2012 SP1 (Enterprise, Standard, and Express editions). Microsoft SQL Server 2014 (Enterprise and Standard editions).

    • inContact Speech Analytics is not supported on SQL Express.

  • Web Server — Microsoft Internet Information Services v7.0, 7.5, with ASP.NET 4.0 Extensions; v8.5 with ASP.NET 4.5 Extensions.
  • Protocols — IPv4

Prerequisites

The inContact WFO deployment team will install and configure the software on the PREMISES Server. In addition to the inContact WFO software, they will also install the following prerequisites:

inContact WFO requires a number of prerequisites to operate successfully. These prerequisites are installed by the inContact WFO installation team, and include:

  • .NET Framework v3.5, v4.0, v4.5.1, and v4.5.2
  • Microsoft Visual C++ Runtime v8.0.50727.4053 (for more detail on this software, see knowledgebase article 973544 on Microsoft's support site).
  • Microsoft PowerShell v2.0 or greater (for more detail on this software, see knowledgebase article 968929 on Microsoft's support site).
  • Windows Installer v4.5 or greater
  • Microsoft Report Viewer Redistributable 2008, 2010, and 2012 (for more detail on this software, see knowledgebase article 971119 on Microsoft's support site).

Licensing

inContact WFO Sales Engineering explains licensing requirements during the sales process. If SSL is used in the network,SSL is used for communication between the PREMISES server and the cloud; therefore, a certificate file must be purchased from a third-party vendor (such as VeriSign).