MiCloud Contact Center Requirements

This article describes the requirements for MiCloud Contact Center. Please note that some of the configurations covered in this article require real-time interaction with RingCentral representatives to help ensure accuracy.

Table of Contents

Security Considerations

 Ports

Supervisor Station System Requirements

 Operating Systems
 Installation Prerequisites 

Proxy Server Specifications
Firewall Specifications

Supported Browsers

Advanced Feature Requirements

RingCentral interaction required
Database for Application Integrations

Security Considerations

The implementation and integration of MiCloud Contact Center requires in-depth knowledge of networking and firewalls to ensure secure access with any local servers, systems, or databases that will be integrated with the hosted contact center system.

MiCloud Contact Center uses an ODBC connection for dial lists and data dips. These capabilities require establishing a connection via the public Internet with one or more databases that reside in the customer network. Because the security of an ODBC connection over the public Internet is minimal, there are data considerations to make when preparing to use these capabilities in a hosted contact center. This article covers the bare minimum recommendations for this connection scenario to reduce the chance of data exposure.

NOTE: ODBC database integrations and connections are available only for customers enrolled before February 2021.

Warning: ODBC database integrations and connections via the public Internet are not recommended if you require a solution that provides a secure connection. Customers who use MiCloud Contact Center must independently evaluate the risk of exposing data when using this solution. Customers are responsible for the security of the data that is read and written via the public Internet and should take adequate protection measures to safeguard the data.

TIP: Refer to information available on the Internet for details about the security of ODBC connections via the public Internet.

Ports

The following table lists the required ports for secure connections between the hosted contact center system and any local systems that will be integrated with it:

Supervisor Station System Requirements

Operating Systems

• Microsoft Windows 7 Professional and Enterprise (32-bit and 64-bit) versions
• Microsoft Windows 8 Pro and Enterprise (32-bit and 64-bit) versions
• Microsoft Windows 8.1 Pro and Enterprise (32-bit and 64-bit) versions
• Microsoft Windows 10 Pro and Enterprise (32-bit and 64-bit) versions

Installation Prerequisites

Before you install supervisor applications on the supervisor system, RingCentral sets up a Supervisor Administrator in MiCloud Contact Center Director on the Contact Center server. This user role is necessary for accessing MiCloud Contact Center Director on the supervisor system. Authorized contacts can contact Support for the credentials associated with this supervisor user record.

Proxy Server Specifications

Refer to the following for minimum proxy server specifications:

• CPU: Dual Core 2GHz
• RAM size: 4 GB
• Hard disk: 50 GB

The proxy server must be able to publish an internally-hosted site externally using a fully-qualified domain name (FQDN).

Firewall Specifications

RingCentral assumes that customers using MiCloud Contact Center have already implemented a firewall and recommends implementing the following features on the firewall:

• NAT/port forwarding
• ACL for authorized traffic

Supported Browsers

The following browsers are supported for running MiCloud Contact Center Director and Agent Interaction Center:

• Microsoft Edge version 85.0.564.44 on Windows
• Firefox version 79 on Windows and Apple OS X
• Chrome version 84 on Windows and Apple OS X
• Safari version 13.1.2 on Apple OS X

Advanced Feature Requirements

Using the advanced features of MiCloud Contact Center requires a secure connection between the contact center system hosted by RingCentral and various systems located on your site. Refer to the following sections for information about what is required to use each of the advanced features.

NOTE: To ensure accuracy, the customer's database/SQL implementation team must meet with their RingCentral representative to test settings while the database connection is being configured. When meeting with a RingCentral representative, please ensure that you provide the name of your key column. All of the data types shown in the following table are supported. Note that varchar is not supported.

Database for Application Integrations

To integrate your use of the MiCloud Contact Center system with a database used to store CRM data, you must implement secure connections between the MiCloud data center and your database.

To integrate your database with the Contact Center system hosted in a MiCloud data center, the following requirements must be met:

• Install ODBC drivers on the server that hosts your customer information database.
• Complete the following steps on the system you use to host the customer information database:
  1. Ensure that the system is using a security certificate validated by RingCentral or that is a well-known security certificate.
  2. Install the needed infrastructure software, such as OBDC/SQL drivers. Note the default ports associated with drivers you install as you will need to provide port information to MiCloud. The following ports must be open on the customer-side firewall in order for MiCloud to access your database:
     • MySQL TCP port 3306
     • Microsoft SQL Server TCP port 1433
     • Oracle - TBD
  3. Plan which data items you would like to gather, define the conditions, and decide where and how the data will be used in call control scripts.
  4. Define the Data Source Name (DSN) of the database to which you want MiCloud Advanced Applications to connect.
• Clients must contact RingCentral to arrange services to open an ODBC connection from the MiCloud data center to the system you use to host the customer information database via a secure connection. RingCentral may need to install drivers and will also perform a connection test between the operation center and the customer’s local database. RingCentral is responsible for performing the following steps:
  1. Create the physical connection to the external database. Make sure you can ping between the computers and that they can communicate via the network.
  2. Create the OBDC entries on the MiCloud Connect Contact Center Server.
  3. Create the SQLConnect and SQLExecute scripts.
     • SQLConnect connects to a database for queries.
     • SQLExecute sends a query, which is written as a SQL statement, to the database to obtain specific information, such as the priority of a caller.
     • SQLDisconnect disconnects from the database.
  4. Create any new call profile fields needed by the call control script.
  5. If you are creating an announcement, record the announcement.
  6. Create the call control scripts.
  7. Specify the IVR application parameters.
  8. Identify the call control script as an IRN or service destination.