HOWTO: Setup Remote IVR

INFORMATION

It is possible to install IVR on a remote server in order to have it running independently rather than be co-located with the enterprise software.

Below are the steps we recommend following to ensure the remote IVR is setup correctly.

1. Install the core Contact Center Solutions software on the Enterprise Server.

2. If the Remote IVR is the only instance, and this is not setup to run on the Enterprise Server as well, we recommend disabling all but one of the IVR Services on the Enterprise Server. This step is not required however it will free up resources and reduce excess logging on the Enterprise Server.  The services to be disabled are:

• prairieFyre IVR Music Service
• prairieFyre IVR Outbound Service
• prairieFyre IVR UPIQ Service

3. Download and install the Remote Server software on the remote server, from the Optional Components section on the Mitel Online Downloads page.

4. Ensure the IVR Services are registered and running on the remote server by going to Start =>Run and typing services.msc.

5. Ensure that the MSMQ private queues have the Anonymous permission added to the needed queues  To do so:

1. On the enterprise server, browse to Computer Management.
2. Expand Services and Applications.
3. Expand the Message Queuing.
4. Expand the Private Queues.
5. Right click on the inboundivrdataserver and go to properties.
6. Go to the Security tab and add Anonymous.  It will default to Send privileges which is correct.
7. Do the same for the following queues; callbackrequestqueue, ialarmdatareciever and telephonymessagingqueue.
   

6. Log into the YSE from either system and proceed with the setup of the IVR as you would normally.

7. When creating the Ports, choose the option for “This is a remote port” and choose the remote server name from the selection.

NOTE: If you are only licensed for one IVR Server, you need to ensure all your ports are listed as being on the same server, or you will encounter errors about licensing.  All of the Ports need the same server name; none can have the other server selected or be blank.

8. Work Flows, and Media (audio files, etc.) are replicated automatically from the Enterprise Server to the Remote Server.  To ensure proper replication between servers, ensure they are on the same Domain or WorkGroup and that they are on the same Subnet.

NOTE: To test that the permissions are correct, you should be able to access the shared directory on either system from the other without a logon prompt.  For example, on the remote server, type into an explorer or run window the UNC path for the Enterprise Server's IVR directory and ensure you can access it without a windows authentication message coming up.  IE: \\maincomputer\ivrdirectory should take you right to the IVRDirectory on the main computer from the remote computer, without asking you to login.  This folder requires that both the Administrators group, and Everyone group be given Read/Write permissions.  If you are not able to browse this way, you may need to have the IVR services run under an account which has full rights to the other computer, to ensure they can copy the needed files over. 

TROUBLESHOOTING INFORMATION

Client Applications:  The Contact Center Client, YourSite Explorer and other applications are installed on the remote node during the installation process.  However, the shortcuts are not created due to feedback from the field.  The programs do exist however and can be run from the <install dir>\ccm\applications folder.  Also, if you run the Client Role Selector, you can choose to create the shortcuts for them.

Firewall Rules:  The following ports need to be open for traffic in both directions between the two servers:

• 80
• 5024
• 5026
• 7003
• 8000
• 443 (if using SSL)
• 5000-5010
• 6800/6802
• 7000-7005

Services on the Remote Server:  The Remote Server software at this time installs all the remote components, not just the ones for the IVR.  In a future release, you will be able to choose to just install the ones you need.

In regards to the remote IVR, the only services required are:

• prairieFyre IVR Inbound Service
• prairieFyre IVR Music Service
• prairieFyre IVR Outbound Service
• prairieFyre IVR UPIQ Service
• prairieFyre MiTAI Proxy Service
• prairieFyre Server Monitoring Agent (not required but recommended)

The rest can be disabled and shut-down.

APPLIES TO

IVR 6.0 and higher