Server Requirements

The specific hardware and system software required for your implementation is determined by inContact WFO Sales Engineering during the discovery and system design process. No system hardware or software should be purchased or requisitioned until the final system design document is complete.

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 requirements may also be affected by the specific inContact WFO components used, the number of agents being recorded, and the design of your telephony network.

Generally speaking, servers can be either physical or virtual. Some recording integrations require physical servers; see the Overview topic or customer guide for your integration.

Premises Systems

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

Generally speaking, servers can be either physical or virtual. However, some recording integrations require physical servers; see the Overview topic or customer guide for your integration.

inContact Workforce Management v2 Systems

inContact WFM v2 can be deployed without any other inContact WFO modules, such as inContact Call Recording. In this scenario, a server is required at the customer site for deployment of the integration components. The server can be physical or virtual, and the general recommendations provided for a PREMISES server would apply.

Additional Considerations

The following general guidelines apply to all inContact WFO systems:

  • 32-bit servers are no longer supported due to the requirements of supported operating systems, with one exception (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.
  • inContact recommends that servers have a minimum of 6 GB of RAM and a quad-core processor. Any server that hosts RabbitMQ must have at least 6 GB of RAM.

Software Requirements

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

  • Operating System : Premises — Windows Server 2008 R2/2012/2012 R2. Integration with Avaya using IP Office requires a recording server running a 32-bit Windows operating system. See the Customer Guide to Avaya IP Office Integrations for details. inContact Speech Analytics requires Windows Server 2008 R2.
  • Operating System: Hybrid — Windows Server 2012 R2. Integration with Avaya using IP Office requires a recording server running a 32-bit Windows operating system. See the Customer Guide to Avaya IP Office Integrations for details.
  • Operating System: inContact WFM v2 — Windows 2012 R2
  • Database — Microsoft SQL Server 2008 R2 SP1 with SQL Server Reporting Services (Standard, Datacenter, Enterprise, and Express with Advanced Services editions). Microsoft SQL Server 2012 SP1 (Enterprise, Standard, and Express editions). Microsoft SQL Server 2014 (Enterprise and Standard editions). If the system includes only inContact WFM v2, SQL is not required.

    • 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

This section does not apply if the system includes only inContact WFM v2.

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, a certificate file must be purchased from a third-party vendor (such as VeriSign). SSL is recommended for Hybrid and inContact WFM v2-only systems.