Installation

Prerequisites

  • A Windows server that can reach the contact center’s CTI server and every QMS server running a Call Recording Service. The Connector can share a server with QMS.

  • Microsoft .NET Framework 4.8, and the Microsoft Visual C++ 2017 redistributables (x86 and x64). The full setup package installs them; the standard setup package downloads them.

  • QMS installed and running.

The Connector makes these outbound connections:

To TCP port Notes

The UCCE CTI Server

42027

Cisco’s default for side A. A duplexed CTI Server’s side B listens on its own port, often 43027; give it with the address.

The UCCX server (CTI server)

12028

Each node of a high availability cluster.

Each QMS server running a Call Recording Service

8010

Web services for contact center integrations.

Installing the Connector

  1. Extract the contents of the QM Suite, QM Suite with Prerequisites or Upgrade zip file into a temporary folder. The Connector’s setup package is in its Installers\Cisco Support\QMS Cisco UCCE Connector Service folder: CiscoUCCEConnectorFullSetup.exe in the QM Suite with Prerequisites zip, which includes the prerequisites, and CiscoUCCEConnectorSetup.exe in the other two, which downloads them as needed.

  2. Run the setup package as an administrator.

  3. Accept the license agreement and choose the installation folder. The default is C:\Program Files\Enghouse Quality Management Suite\.

  4. In the Cisco UCCE CTI-Server Address field, replace localhost with the IP address or host name of the CTI server. For a second CTI server (side B of a duplexed UCCE CTI Server, or the other node of a UCCX cluster), add its address after a comma. The setup checks that each name resolves.

    Ports cannot be entered here. The Connector uses the product’s default port (see Supported Products); set a different port afterwards with the Configuration Tool.

  5. Complete the setup. It installs and starts the QMS Cisco UCCE Connector Service Windows service.

The service starts automatically with Windows, runs as Local System, and is restarted by Windows 60 seconds after any failure.

After installation

The installed configuration is for UCCX, and points at a Call Recording Service on the same server (localhost). Before the Connector is used:

  1. Run the Configuration Tool as an administrator, from the installation folder:

    1. Choose the Product, UCCX or UCCE. This sets the CTI session settings for that product.

    2. Check the CTI server addresses and ports.

    3. Enter the QMS servers running a Call Recording Service.

    4. Save.

  2. Restart the QMS Cisco UCCE Connector Service.

Then continue with Getting Started.

Installed files

All but the log are in the installation folder.

File Purpose

CiscoUCCEConnectorService.exe

The Connector, run as the Windows service.

CiscoUCCEConnectorService.exe.config

Its configuration: the app settings described in this guide, and the Call Recording Service endpoints. An upgrade keeps this file.

CiscoUcceConnectorConfigurationTool.exe

The Configuration Tool.

CiscoUCCEConnectorService.EccDiscovery.xml

Created by the Connector: the ECC variables it has seen.

CallRex.Utilities.dll, OCS.Utilities.dll, PacketDotNet.dll

Libraries the Connector uses.

C:\ProgramData\CallRex\Logs\CiscoUCCEConnectorService - yyyy-MM-dd HH.mm.ss.txt

The log: a new file at each start and each rollover. See Logging.