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Oracle Audio Technologies 8.1 manual CCA Overview Requirements, CCA Architecture Overview

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2 CCA Overview and

Requirements

This chapter describes the architecture overview of the CCA application and the software requirements to run a CCA system. It also describes a brief overview of the CCA installation procedures described in later chapters. This chapter includes the following topics:

■CCA Architecture Overview

■Tier Zero

■Tier One

■Tier Two

■Tier Three

■Software Requirements

■CCA Installation Overview

■Installing Required Software

■Configuring Database for CCA

■Installing CCA Server Components

■Configuring Web Server

■Getting Started With CCA

CCA Architecture Overview

Contact Center Anywhere (CCA) is a multi-channel e-contact center solution. It is built on a carrier- grade architecture designed to address the concerns of unique provisioning, scalability, reliability, and economies of scale of Telcos and other service providers, who want to deploy hosted contact center technology in their networks.

Contact Center Anywhere Installation Guide Version 8.1

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Oracle Audio Technologies 8.1 manual CCA Overview Requirements, CCA Architecture Overview

Contents

Contact Center Anywhere Installation Guide Copyright 2005, 2007, Oracle. All rights reserved Contents Index Topic Description What’s New in This ReleasePage CCA Architecture Overview CCA Overview RequirementsCA Architecture Overview Tier ZeroTier Two Tier OneTier Three Software RequirementsRequirement CCA Installation Overview Creating a New Oracle 9i Database Configuring the DatabaseDatabase Configuration Options Configuring an Oracle 9i Database forTo create a new Oracle 9i database Upgrading an Older Oracle 9i Database for CCA To upgrade an Oracle 9i database for CCACreating a New Database on MS SQL Server Configuring a MS SQL Server 2000 DatabaseTo create a MS SQL database Contact Center Anywhere Installation Guide Version Upgrading Database on MS SQL Server To upgrade an older MS SQL Server databaseContact Center Anywhere Installation Guide Version Contact Center Anywhere Installation Guide Version Creating Database Connection to the Application Server Installing CCA Server ComponentsTo create an Odbc data source for Oracle 9i Database Server Creating an Odbc Data Source for Oracle 9i DatabaseField Description Comments To create an Odbc data source for SQL Server Creating an Odbc Data Source for Ms SQL Server DBTo install CCA application server files Installing CCA Application FilesTo install the TCPIPBus on Ms Windows Installing the TCPIPBusTo install the TCPIPBus on Solaris/Linux Using the Network Manager to Manage CCA Resources Configuring CCA ResourcesTo use Network Manager To add a host manager Adding Shared and Dedicated Server ResourcesInstalling CCA Server Components Configuring CCA Resources To add a resource in Network Manager Configuring Resources Using Network ManagerTo configure the Call Center resource Configuring the Call Center ResourceField Comments Sample Figure To configure Redirect Server Configuring the Redirect Server ResourceTo configure an MP3 server Configuring the MP3 Server ResourceConfiguring the CTI Server Resource Configuring the MCU Server ResourceTo configure an MCU server To start and stop resources To configure the CTI serverStarting and stopping TCPIPBus Starting and Stopping CCA ResourcesConfiguring the Web Server To create a Jdbc Connection pool Creating Jdbc Connection Pool on OAS 10gField Name Value Deploying CCA Web Applications on OAS 10g Creating Jdbc Data Source on OAS 10gTo create a Jdbc Data Source To deploy TAW Deploying the TAW ApplicationContext Parameter Name Parameter Value Deploying the CCA Application Updating the System Configuration KeyDeploying Integration application Deploying CCA Web Applications on WebLogic 8.1 SP5 To update the system configuration keyTo create a new WebLogic server domain Creating a New Server DomainTo install WebLogic as a service Installing WebLogic as a Windows ServiceDeploying CCA web applications on WebLogic To configure the Jdbc connection pool Configuring the Jdbc Connection PoolTo configure the Jdbc data source Configuring the Jdbc Data SourceTo deploy CCA To deploy the Integration Application Deploying the Integration ApplicationGetting Started With CCA Logging in Administration Manager AMTo login to AM To login the Integrated ClientMaking interactions Enabling the Partition FeatureTo enable the Partition feature Making interactionsGetting Started With CCA Making interactions Page Index SymbolsIndex M