Environmental Requirements
inContact WFO cloud servers have IP addresses in the following range: 207.166.100.0/23.
Port Information for Hybrid inContact WFO
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 open at your location to allow for proper communication between inContact WFO components:
| Port | Transport | Description |
|---|---|---|
| 4510 | TCP | Connections from Silverlight client players |
| 2020 | HTTP | inContact WFO Web Portal connections using the HTML5 Interaction Player |
| 5650 | HTTP | Token requests for the HTML5 Interaction Player |
| 443 | HTTPS | HTTP services on the client PCs for inContact WFO Web Portal |
| 943 |
TCP |
Silverlight cross-domain policy listener |
| 5638 | TCP | Logging communications between client PCs and the PREMISES server |
| 5672 | TCP | Used by the messaging interface for various inContact WFO services |
If you use inContact Screen Recording, you will additionally need:
| Port | Transport | Description |
|---|---|---|
| 5633 | 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 |
Port Information for inContact WFM v2-Only Deployments
inContact WFM v2 uses only standard internet ports. Therefore, one of the following should be open on
| Port | Transport | Description |
|---|---|---|
| 80 | HTTP | For communication using the Workstation site, the Portal site, or both |
| 443 | HTTPS | For secure (SSL) communication using the Workstation site, the Portal site, or both |
Port Information for Premises inContact WFO
Server and firewall Ports
The following table lists the ports used by various services in inContact WFO. Some ports are used by more than one service (for example, any service that communicates with SQL uses TCP port 1433). Depending on the system design created by your inContact WFO Sales Engineer, these ports may need to be opened on system server(s) and network firewalls to allow communication between inContact WFO modules and services. Talk to your inContact WFO installation team if you need to make adjustments due to port conflicts.
|
Process |
Port |
Transport |
Direction |
Description |
|---|---|---|---|---|
|
API Server |
5620 |
TCP |
Inbound |
Listener for connections and commands from internal (CTI Core, Web Media Server, On-Demand, etc.) and third-party clients (default) |
|
5621 |
TCP |
Inbound |
Listener for event notifications (such as call started, call stopped, and so forth) from internal (CTI Core, Web Media Server, On-Demand, etc.) and third-party clients (default) |
|
|
2012 |
TCP |
Inbound |
Listener HTTP API Interface |
|
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
Archiver |
445 |
TCP |
Outbound |
CIFS file operations |
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
CTI Core |
5685 |
TCP |
Inbound |
Inter-core communication |
|
5685 |
TCP |
Outbound |
Inter-core communication |
|
|
445 |
TCP |
Outbound |
CIFS file operations |
|
|
5630 |
TCP |
Outbound |
Communication/Streaming to Web Media Server |
|
|
5633 |
TCP |
Outbound |
Control messages to Screen Capture Server |
|
|
6620 |
TCP |
Inbound |
API control message listener |
|
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
2013 |
HTTP |
Inbound |
Info Broker Listen Port |
|
|
xxx |
? |
? |
Integration Specific port usage (detailed in corresponding integration guide) |
|
| RabbitMQ | 5672 | TCP | Inbound | Communication port for messaging using the RabbitMQ service bus |
|
Comet Daemon |
6505 |
TCP |
Inbound |
Listens for service status from client loaders and Web Server |
|
6505 |
TCP |
Outbound |
Client loader status messages to master |
|
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
Info Broker |
50817 |
TCP |
Inbound |
Used to communicate with Cores, Screen Capture Server |
|
Logger Service |
5638 |
TCP |
Inbound |
Log message listener |
|
162 |
UDP |
Outbound |
SNMP Management messages |
|
|
25 |
TCP |
Outbound |
SMTP messages |
|
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
Service Manager |
1024 |
TCP |
Inbound |
Listens for authorization from the Web Portal |
|
Transcoder |
445 |
TCP |
Outbound |
CIFS file operations |
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
Web Media Service |
5630 |
TCP |
Inbound |
Control messages and a/v streams from CTI Cores |
|
4510 |
TCP |
Inbound |
Connections from Silverlight client players |
|
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
943 |
TCP |
Inbound |
Silverlight cross domain policy listener |
|
|
2015 |
TCP |
Inbound |
HTTP Listener |
|
|
445 |
TCP |
Outbound |
CIFS file operations |
|
|
Speech Analytics |
445 |
TCP |
Outbound |
CIFS file operations |
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
Desktop Analytics Script Server |
5634 |
TCP |
Inbound |
Listens for connections from Desktop Analytics clients |
|
On-Demand |
2007 |
TCP |
Inbound |
Listener for connections from On-Demand Clients |
|
5620 |
TCP |
Outbound |
Connection to API Service for recording control and event messages |
|
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
Screen Recording |
5633 |
TCP |
Inbound |
Listener for Screen Recording (SR) Client connections and SR to CTI Core communication |
|
445 |
TCP |
Outbound |
CIFS file operations |
|
|
1433 |
TCP |
Outbound |
SQL Connection |
|
|
2014 |
TCP |
Inbound |
HTTP Listener |
|
|
inContact WFO Web Portal |
80 |
TCP |
Inbound |
HTTP services for inContact WFO Web Portal (default). If inContact WFM v1 is also used, a second port will be required for its Web Portal (for example, 8080). |
|
inContact Survey |
5060 |
UDP/TCP |
Inbound |
SIP trunk listener from customer PBX. The CTI Core module also uses port 5060. If Survey and Core are on the same server, Survey must be configured to use a different port. |
PC and Firewall Ports
The following table lists the ports used by client applications in inContact WFO. Depending on the applications used in your implementation, these ports may need to be opened on user workstations and network firewalls to allow communication between system server(s) and end users. Talk to your inContact WFO installation team if you need to make adjustments due to port conflicts.
|
Process |
Port |
Transport |
Direction |
Description |
|---|---|---|---|---|
|
CometDaemon & Service Manager |
6505 |
TCP |
Inbound & Outbound |
Allows administrator access to Service Manager from client systems and receives messages from CometDaemon. |
|
inContact Desktop Analytics Client |
5620 |
TCP |
Outbound |
Desktop Analytics client API connection for sending function calls |
|
On-Demand Client |
2007 |
TCP |
Outbound |
Connection to On-Demand Server for recording control and event status messages |
|
inContact Screen Recording Client |
5633 |
TCP |
Outbound |
Connection to Screen Recording Server for video streaming and status messages |
|
Web Player |
4510 |
TCP |
Outbound |
Connection to Web Media Server for playback |
|
943 |
TCP |
Outbound |
Connection to Web Media Server for policy file (Silverlight) |
64-Bit Compatibility
inContact WFO uses or integrates with a variety of third-party applications. This software is independently certified by any respective manufacturers in regard to 64-bit compatibility. Most manufacturers have minimum version requirements for compatibility.
To assist you in planning your implementation, inContact has compiled the following matrix to list known compatibility for third-party systems with inContact WFO running on 64-bit Windows Server 2008 R2 or Windows Server 2012 R2. Only the integrations listed below have specific compatibility requirements. Those not listed are considered generally compatible at this time.
|
Vendor |
Integration |
Software |
Compatibility |
|---|---|---|---|
|
AudioCodes |
DP/DT/LD/NGX |
SmartWORKS |
Requires version 5.4 or higher |
|
AudioCodes |
DP/DT/LD/NGX |
SmartWORKS |
Windows 2012 requires version 5.9 or higher |
|
Avaya |
TSAPI |
TSAPI Client 6.2 |
Windows 2008 requires AES version 5.2 or later. Windows 2012 requires AES/TSAPI Client 6.3.3 or later. |
|
CACE |
All VOIP Integrations |
WinPcap library |
Requires version 4.1.2 or later |
|
Cisco |
TAPI-BiB |
TAPI Service Provider |
Windows 2012 requires Cisco TSP Client v10.0 or later. |
|
Cisco |
JTAPI-BiB |
JTAPI Service Provider |
Not supported with Windows 2012. |
|
ShoreTel |
TAPI-Wav and TAPI-VOIP |
Remote Server Software |
Windows 2008 requires ShoreTel version 11 or later. Windows 2012 R2 requires v14.2.19.42.8801.0 or later. |
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 table below lists the recommended exclusions for each inContact WFO service or application. Any paths or ports shown in this document are the installation defaults only. Actual paths or ports may vary depending on configuration options set during installation.
|
Service/Application |
Process |
File, Extension, or TCP/IP Port |
Default Folder |
|---|---|---|---|
|
Logger |
cc_loggerservice.exe |
*.log |
C:\Program Files\CallCopy\Logs\ |
|
CTI Core |
cc_cticore.exe |
*.cca, *.wav, *.vox, *.vox8, *.xml |
C:\default_rec |
|
Transcoder |
cc_Transcoder.exe |
*.cca, *.vid, *.wav, *.vox, *.vox8, *.csa, *.ccp |
C:\temp\Transcoder-temp |
|
inContact Speech Analytics |
cc_analytics.exe |
*.wav, *.idx |
|
|
inContact Screen Recording |
cc_screencapserver.exe |
*.vid |
C:\temp\ |
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. |
|
.cca |
Raw recorded audio that has not yet been transcoded; typically deleted after transcoding and compressed into .wav. |
|
.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. |
|
.csa |
inContact WFO stereo audio; lowest file size of the supported audio formats. |
|
.idx |
inContact Speech Analytics only: phonetic index of the recorded call created and used by the analytics engine. This is an Aurix proprietary format. |
|
.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. |