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Harmony Deployment Requirements

2017 Q4

2016 Q2

2017 Q4

Page: 1

Contents Purpose ........................................................................................................................................................2

Harmony Overview ......................................................................................................................................3

Harmony Architecture ............................................................................................................................ 4

Harmony Server Requirements ...................................................................................................................5

Harmony Server Client Diversity ............................................................................................................. 5

Harmony Resilience Fundamentals ........................................................................................................ 5

Cluster Fundamentals ......................................................................................................................... 5

Support for High Availability Switch environments ............................................................................ 6

Estimating your Cluster Size................................................................................................................ 6

Harmony Resilience Deployment Checklist ........................................................................................ 6

How the cluster works ........................................................................................................................ 7

Harmony Server Client Diversity ......................................................................................................... 8

Omni-Channel Deployment .................................................................................................................... 8

Single Server Deployment ................................................................................................................... 8

Omni Channel High Availability........................................................................................................... 8

Dedicated Test Environment ............................................................................................................ 11

Harmony Server Specifications ............................................................................................................. 12

System Monitoring ................................................................................................................................ 12

Agent Workstation Environmental Requirements ................................................................................... 13

Telephony Requirements .......................................................................................................................... 13

Server Firewall Configuration ................................................................................................................... 14

Remote Connectivity................................................................................................................................. 14

Agent Test Workstation ............................................................................................................................ 15

Oracle Service Cloud Requirements ......................................................................................................... 16

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Purpose

The purpose of this document is to outline what is required to deploy Harmony.

The following requirements need to be fulfilled to achieve the necessary site preparation for a

Harmony installation. As part of the implementation process, your OpenMethods representative will

support you as you fulfill these requirements. The OpenMethods team will not start installation

activities until these requirements are delivered.

# Requirement Description

1 Procure & Configure Required Server Hardware

Harmony requires a server to run components.

2 Configure Routing Rules in ACD The telephony platform will require proper routing to ensure

interactions are processes correctly. Please see the Deployment Requirements for your platform.

3 Provide Service Cloud Admin Credentials

An admin account is required for OpenMethods to deploy and configure the proper addins into your Service Cloud instances.

4 Configure Firewall Ports This enables the Harmony communicate within your ecosystem.

5 Provide VPN Connectivity to Server & Test Environment

In order to install Harmony, OpenMethods needs access to the server(s) where the product components reside.

6

Configure Test Environment (Workstations, Phones, OSvC)

As part of a standard implementation, OpenMethods will validate the installation of the Harmony product. To accomplish this we request test workstations including workstations, phones, test agents in Oracle Service Cloud, etc.

7 Prep Service Cloud Configuration for Chat / E-Mail Channels

Email and Chat implementations require configuration within Oracle.

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Harmony Overview

OpenMethods’ Harmony is a comprehensive integration between CTI infrastructure and the Oracle CX

agent desktop enabling agents to manage interactions which are presented to them within the CRM.

Harmony enables agents to improve the customer experience, transfer interactions with context, and

reduce AHT. Harmony is composed of three main components, the Harmony Integration Server, the

Harmony Queue Adapter, and the Harmony Media Bar which is an Oracle CX Addin component that is

deployed with the cloud delivered desktop Oracle Service Cloud Software. Since the Harmony Media Bar

is an integral part of the Oracle CX application it provides agents a unified desktop to manage customer

interactions.

• Harmony Integration Server provides communication services to the CTI and acts as an agent

desktop broker for all client interactions. The server maintains a set of SCXML documents that

describe desktop state transitions in a business process format. Inherently delivering all CX agent

state information to the CTI, Harmony Integration Server enables the CTI to deliver unified

reporting from the telephony platform, regardless or the email, chat, or web service provider.

• The Harmony Queue Adapter Connects email and chat queues to CTI to leverage Universal

Queuing and Intelligent Routing. New interactions from the CX system (email and chat) are

injected as interactions into the CTI for routing to the appropriate agent.

• The Harmony Media Bar, a CX Addin component provides a “media bar” natively within the CX

desktop, providing Call Control, Agent State Control, and Screen Pop of CTI data. The media bar

is Dockable and customizable within the CX application window.

The media bar exposes controls for:

Call Control

Answer / Disconnect

Hold / Retrieve

Transfer and Conference

Consult / Alternate

Dial (with configurable Speed Dial)

Agent State Control

Login/Logout

Ready / Not Ready w/Reason Codes

ACW (Timed, Manual, CTI Initiated)

View CTI Data

Screen Pop

Configurable based on CTI Data and other rules

Pop search reports with filters

Pop incident and contact (new or existing)

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Harmony Architecture The diagram below is a high-level flow diagram of the Harmony solution components and their key

connections to the Telephony and CRM solutions. The diagram annotates the interaction type flows by

using colors (Orange = voice, Light Blue = email and Dark Blue = chat).

Agent Phone

Oracle Service CloudServers & Database

Email Incidents Agent Incidents Chat Incidents Web Incidents

Customer Phone

CTI Environment

MultimediaInteraction Metrics

InteractivePlatform

Workforce Management

(And/Or Quality)

PBX

AIL(HTTPS)

HTTPS

Oracle Service CloudConnect API

HTTPS

HTTPS

SMTP

VOICEINTERACTION

QueueAdapter

HISCore

Harmony Integration Server

IVR

AudioPath

RoutingRequest

Agent Workstation(CX Desktop)

MediaBarPopFlow

CHATINTERACTION

E-MAILINTERACTION

Routing Request

Routing Request

HTTPS HTTPS

Routing Request

Routing Request

ChatPath

E-MailPath

HTTPS

Media Control

ProcessorBridge

(1) Routing Requests – Email and Chat routing requests are accomplished by the Queue Adapter’s

interface to the Oracle Service Cloud Connect API and supported interfaces to telephony

platforms. By inserting routing requests for Chat and Email into the CTI platform’s routing engine

OpenMethods creates a Universal Queue which manages availability and presence for an agent.

A second artifact of the Universal Queue is that existing Workforce Management Solutions can

do resource planning for all channels. Voice interaction routing requests follow their normal path

and are handled by the native CTI routing engine

(2) Interaction Control – is accomplished by the Harmony Integration Servers interface to the Media

Bar.

(3) Connect API – Integration with Oracle’s Connect API’s from the Media Bar and PopFlow add in’s.

Connection points to the Telephony and CRM solutions are accomplished by supported APIs of our

partners.

1

1

1

2

3

CTI

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Harmony Server Requirements

Harmony Server Client Diversity The Integration Server is capable of handling multiple different clients and multiple different CTI

connections from each of its deployed instances. This capability allows for connecting to multiple CTI

environments (such as production and lab environments), different versions of the CX Addins, or

different workflows and UI behavior from sets of Addins.

Harmony has been designed with the following

architecture:

Each Harmony instance has one or more “Processors”

that can connect to one or more CTI systems. Each of

these Processors also contains one or more

“Workflows” that can be used to connect customized CX Addins that may either provide different

Graphical interfaces, Different button actions and workflow, or both.

Harmony Resilience Fundamentals

Cluster Fundamentals

Harmony Media Bar and Integration Server operate in a cluster resilience model.

A cluster of Harmony Servers is set up based on the business need for peak interaction capacity, with

some margin for peaks, and adding servers to handle worst case outage of Harmony Servers for failure

or maintenance reasons. The capacity of a server is determined by the capacity of the CTI link for a

switch vendor. Typically, this means between 500 to 1000 agents per server.

• All active Harmony Servers in a cluster are actively handling Interactions

• Load balancing across Harmony Servers is accomplished at login time by the server selection

process selecting the server with the least load.

• Resilience is accomplished by behaviors in both the Harmony Media Bar and the Harmony

Integration Server, during logout caused during a failure and the subsequent login process.

• Harmony Media Bars are intelligent enough to select the server instance with the least load at

the time of connection.

• A Media Bar will continue communicating with that instance until either its session ends with a

normal logout or connectivity fails.

• In the case of a failed connection, the client will login to another Harmony Server instance,

allowing login and resync to the current state of the interaction which is in progress.

• The daily user load will be spread evenly across all operational servers.

• By design, when a Harmony Server fails, it does not impact the media stream in progress.

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Support for High Availability Switch environments

Some customer deployments are configured with multiple CTI Servers. Generally, in these scenarios

the most reliable configuration would be to create a cluster of Harmony Servers connected to each of

the CTI Servers. The size of the Harmony Server cluster is determined by the mode in which the CTI

servers are configured, and this is generally vendor specific. Some CTI server pairs are load balanced,

some are in standby mode, some are configured as a cluster of load balanced servers. Specifics of how

to plan these configurations should be discussed with your Openmethods Solution Consultant.

Estimating your Cluster Size

In this example, the customer is deploying a Genesys environment with a recommendation from

Genesys not to exceed 500 active agents per link. CTI Platform vendors can assist you in determining

the actual capacity of the CTI Link they offer.

Assumptions

• Peak Agent load of 2000 agents

• Customer wants to have 20% margin for capacity peaks or reserve capacity

• Genesys recommends 500 agents per link

Required_Servers = ((max_agents + reserve ) / max_agents_CTI_instance)

Required Servers = ((2000 + (2000*20%) / 500) for a result of 5 servers

The next calculation is to determine how much capacity your business can afford to lose and still

maintain service level commitments. Here are the key steps to arrive at this number of additional

servers you want in your cluster.

• Max Agents CTI Instance / Max Agent with reserve = % of capacity reduction caused by a server

failure

• 500 / 2400 = 20%, therefore each server can handle 20% of the load.

• One additional server in the cluster allows for failure of a single Harmony Server without

impacting capacity.

Some customers might want to have two additional servers in the cluster so one server could be offline

for maintenance. This arrangement could still tolerate a failure of one server without impacting normal

business operations. Your Solution Consultant can assist you in making this decision.

Harmony Resilience Deployment Checklist

Planning

Design a resilient implementation of Harmony the System using the formulas in our configuration

example to estimate your needs. Please consult with your Openmethods Solution Consultant.

• Understand the required number of active agents for the solution

• Estimate the level of resilience required in the deployed solution

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Installation Outline

Working with your Customer Care representative, plan your deployment and

• Install Harmony Integration Servers (Reference Harmony Integration Server Installation Guide

Procedures)

• In the Harmony Media Bar Configuration Settings (Reference Media Bar Configuration Guide),

configure the installed Harmony Integration Servers into a pool to enable the Media Bar’s login

polling of the available list of Harmony Integration Servers

How the cluster works

On Initial Login

• During Login, the Harmony Media Bar will poll the available Harmony Integration Servers which

have been configured into the server cluster.

• The Harmony Media Bar will use the Harmony Integration Servers responses -- or lack of

response -- to determine which Server will be connected.

• The connection will be made to the server which reports its availability and has the least

number of active agents connected.

• Servers which don't respond within a configurable timeout period will be ignored by the media

bar during the login process

In the event of a Connection Failure

If communications failure between the Harmony Media Bar and Harmony Integration Server occurs:

• During an initialization session between a Media Bar and Integration Server, if for any reason a

connection is lost, the Media Bar attempts 5 retries to connect to the current server.

• During this time the interaction media stream to the previously selected end point remains

uninterrupted. For example, audio for a phone call, or messages for a chat session remain

intact.

• If a connection is reestablished the Harmony Integration Server attempts to resync to the

switch to retrieve the information about the interaction in progress and then updates the

Harmony Media Bar to the current state of the interaction

• After the 5th internal retry fails, the agent will be redirected to a login screen, requesting the

agent to login. Note that the agent has not been logged out of the underlying CTI session, but

this step restores manual control of the resynch process since the automatic reconnection

failed.

• When the agent logs back into the Media Bar, the Media Bar selects the least loaded Harmony

Integration Server as described previously

• After login, the Media Bar requests interaction information from the new Integration Server.

The new Integration Server makes a snapshot request to the CTI Platform

Page: 8

• If the underlying interaction is still active, the snapshot will update the Integration Server with

the current state of the in progress interaction

• The Media Bar is then immediately updated to reflect the current state and the agent continues

operations with minimal impact

Harmony Server Client Diversity

The Integration Server is capable of handling multiple different clients and multiple different CTI

connections from each of its deployed instances. This capability allows for connecting to multiple CTI

environments (such as production and lab environments), different versions of the CX Addins, or

different workflows and UI behavior from sets of Addins.

Harmony has been designed with the following

architecture:

Each Harmony instance has one or more “Processors”

that can connect to one or more CTI systems. Each of

these Processors also contains one or more

“Workflows” that can be used to connect customized CX Addins that may either provide different

Graphical interfaces, Different button actions and workflow, or both.

Omni-Channel Deployment Just like Voice Deployments Omni-Channel deployments can be simple one server deployments for

customers with a small agent footprint that doesn’t require high availability or they can be more complex

HA configurations. You have to determine which is required to meet the needs of your organization.

Single Server Deployment

When a customer deployment doesn’t require high availability support, and the number of agents seats

are less than a single CTI instance can support, a single Harmony Server is sufficient even for Omni-

Channel deployments.

Omni Channel High Availability

Of the three components (Harmony Integration Server, Queue Adapter and Media Bar) used in this

solution, two have special considerations for high availability and capacity. Both Harmony Integration

Server and the Queue Adapter are centralized server components that must be deployed in a manner

capable of handling the aggregate load of the MediaBar Add-In clients.

Harmony Integration Server

Calculations for designing a HA Harmony Server Configuration are the same as described above in the

Voice section of the document. Please reference that section and the Harmony Planning Worksheet.

Generally, OpenMethods uses a value for CTI Instance Maximum of 500 to calculate the required

number of Harmony Integration Servers. In our experience many CTI platform vendors haven’t tested

above this number. So we use this as a conservative estimate to ensure reliable solution and network

operations.

Page: 9

Queue Adapter

Queue Adapters can be configured to pull new chats / emails from the Oracle CX queues and submit

them into the CTI for routing to an appropriate agent. Queue Adapters are specific to OracleCX instances,

however multiple Queue Adapters can be deployed on a single server to handle several small instances

of Oracle CX. Or Queue Adapters can be paired with a Service Cloud instance and reside on different

servers to address site requirements for multiple large Oracle CX instances. A Queue Adapter is capable

of supporting approximately 40 – 50 interactions per second. See table below.

Page: 10

Single Instance, One Server

Oracle Service Cloud Instance

Harmony Queue Adapter

Multiple Moderately Sized Service Cloud Instances

Oracle Service Cloud Instance

Harmony Queue Adapter

Oracle Service Cloud Instance

Oracle Service Cloud Instance

Harmony Queue Adapter

Harmony Queue Adapter

Server

Multiple Large Service Cloud Instances

Oracle Service Cloud Instance

Harmony Queue Adapter

Oracle Service Cloud Instance

Harmony Queue Adapter

Server

Server

Queue Adapter High Availability

Queue Adapter High Availability is currently a product roadmap item. Please inquire with your

OpenMethods representative if this is a requirement.

Page: 11

Dedicated Test Environment

OpenMethods recommends that a test and production environment are maintained on separate servers

or VM’s to ensure the ability to troubleshoot and validate new releases, and hotfixes in the test

environment prior to deployment to production.

The Server and workstation requirements for the Test Environment are modest and can save significant

time and issues during the normal lifecycle of your system.

Page: 12

Harmony Server Specifications The Integration Server and / or Queue Adapter can be deployed on any standard enterprise class server

(or equivalent VM) that meets at least the following specifications:

Server Specs VMWare Specs

CPU Quad Core Xeon 2.6GHz+ or 4 vCPU

Network 1 GB Ethernet Ports or 1 vNIC

Memory 8 GB Memory 8 GB vRAM

Disk 10 GB free or 1 x 146 GB vDisk

OS Windows Server 64 bit such as 2008 R2, 2012 or later, Linux (latest CentOS or similar)

The Integration Server requires the latest version of Java Runtime Environment to be installed.

Harmony Integration Server can be deployed on Windows or Linux platforms based on the customer’s

preferences.

While the Queue Adapter must be deployed on a windows server meeting the requirements specified

above.

For dedicated test/lab environments, this server should replicate the production Harmony Integration

Server as closely as possible. For “in-production” testing, OpenMethods will use the hardware platform

procured as the production Harmony server(s).

For dedicated test/lab environments, this server should replicate the production QueueAdapter as

closely as possible. For “in-production” testing, OpenMethods will use the hardware platform procured

as the production Harmony server(s). This service can be co-located on the same machine as Harmony

Integration Server in a Windows-only environment.

System Monitoring When planning your Harmony Deployment, it is important to monitor critical systems services to ensure

timely notification of error conditions within your environment. Please consult with your installer or

system consultant to get a list of key services.

Page: 13

Agent Workstation Environmental Requirements

Agent Workstation Hardware & Software:

OpenMethods workstation requirements mirror Oracles requirements which can be found at

https://cx.rightnow.com/app/answers/detail/a_id/8889 .

Note:

• Minimum .net version supported is 4.5.2; however, for TLS1.0 compliance, 4.6.2 or higher is

required.

Telephony Requirements

To support placing test calls into a test or production environment, and to have those calls routed to any

of the available “test agents” defined above, the solution will require the following items from a

telephony perspective:

• 1 Skill dedicated to this project for OpenMethods Testing Only (not shared with anyone else)

• 1 DID to map to the Skill provided above

• Three (3) Unique Agent IDs

o 2 Configured as Regular Agents

o 1 Configured as Supervisor for the above agents

o These Agents should be skilled to the above created “Testing” Skill.

• Three (3) Extensions to be used during testing – these extensions can be soft-phones, hard-

phones or native Agent Desktops as described under “Agent Workstation Environment

Requirements” above.

• Configuration Information for the Provided Extensions (if soft-phones or native Agent Desktops)

o Unrestricted Dialing Plan preferred for complete testing if possible.

o These extensions must be configured in a way that allows the identified “test agent” to

login to the phone, and/or any ACD in the environment, and receive calls placed through

the DID into the “Test” Skill defined above.

o Note that it is also important to configure the test agent, extensions, ACD IDs, Skills etc.

so that they as closely match the customer’s production environment as possible.

Page: 14

Server Firewall Configuration

The Harmony Integration Server will require internet connectivity to the addresses and ports listed

below. Please ensure that any firewall configuration has been completed to allow communication to

these addresses and/or ports.

• (Inbound) TCP Port 45645, open as a destination for agent test workstations

• (Inbound) HTTP port 8088, open as a destination for agent test workstations

• HTTP to www.office.com com (i.e., to port 80, originating from the Harmony Integration Server).

OpenMethods typically downloads the Harmony software from MS Office 365. If there are other

means you wish to transfer the software please work directly with you OpenMethods

representative.

The QueueAdapter will require internet connectivity to the addresses and ports below. Please ensure

that any firewall configuration has been completed to allow communication to these addresses and/or

ports.

• (Outbound) HTTPS to *.custhelp.com and *.rightnowtech.com (i.e., to secure port 443,

originating from the QueueAdapter)

• (Inbound) TCP Port 45642, open as a destination for agent test workstations

Remote Connectivity

For installing and configuring the application on the Harmony Integration Server, or for post-installation

testing, OpenMethods technicians will require remote connectivity via VPN to the server. It is

OpenMethods’ preference to have dedicated (multiple) VPN accounts for each technician if possible.

• Typically, 3 to 5 VPN accounts are sufficient to allow for multiple tasks to be completed

simultaneously and for ongoing support.

• After the installation of the Harmony Integration Server, OpenMethods technicians will conduct

testing of agent phone operation and interaction control via the MediaBar.

• To conduct this testing, VPN connectivity is required to support the agent hard-phone/soft-phone

or Agent Desktop used for testing.

• The method used to provide voice connectivity (hard phone, soft phone or Agent Desktop) can

be chosen by the customer based upon their preference.

• OpenMethods recommends that customers provide soft phones with appropriate network (VPN)

connectivity to support the remote installation and operation of the soft phone application. This

Page: 15

allows OpenMethods to conduct testing from their internal lab environment without depending

upon a customer’s human resources for testing.

Agent Test Workstation

Agent Workstation Setup: OpenMethods will require a minimum of 3 agent workstations to be

designated for use during testing. These workstations will require network connectivity that supports

TCP/IP communication to the Harmony Integration Server and to the Oracle Service Cloud. Proper

network credentials should be provided to allow each agent to login to the workstation and gain the

above described network connectivity.

The Oracle Service Cloud desktop should be installed on each agent workstation. Please refer to the

“Oracle Service Cloud Requirements” section below for additional details.

Phones: Each workstation used for testing should also have an associated phone that can be configured

to receive incoming test calls as described below under “Telephony Requirements”. These phones can

be hard phones, soft phones or native Agent Desktop applications (i.e. Avaya OneX, Cisco Agent

Desktop, etc.). OpenMethods recommends that customers provide soft phones with appropriate

network (VPN) connectivity to support the remote installation and operation of the soft phone

application. This allows OpenMethods to conduct testing from their internal lab environment without

depending upon a customer’s human resources for testing. Other testing methods, however, can be

accommodated as required by the customer.

Page: 16

Oracle Service Cloud Requirements

In order to begin the installation process key Oracle Service Cloud information is required.

1. For installation and testing purposes, OpenMethods will require the Oracle Service Cloud

Installation URL. Please provide the URL below, or to your OpenMethods Project Manager if

preferred.

2. To up-load and configure the Harmony and/or PopFlow client Add-Ins, Administrative Staff

Account credentials will be required. Please provide the credentials (Login ID and Password)

below, or to your OpenMethods Project Manager if preferred.

3. To test the functionality of the Harmony and/or PopFlow client Add-Ins, Agent Staff Account

credentials will be required. Please provide the credentials (Login ID and Password) below, or to

your OpenMethods Project Manager if preferred.