System Configuration

Nginx path distribution

XiVO CC services can be installed on separate servers, but they can be opened through nginx as if they were running on the same server:

Service URL Target URL (should not be used)
Fingerboard https://XUC_HOST/fingerboard http://XUC_HOST/
UC Assistant https://XUC_HOST/ http://XUC_HOST/
CC Agent https://XUC_HOST/ccagent http://XUC_HOST:8070/ccagent
CC Manager https://XUC_HOST/ccmanager http://XUC_HOST:8070/ccmanager
Config Mgt https://XUC_HOST/configmgt http://XIVO_HOST:9100/configmgt
Kibana https://XUC_HOST/kibana http://XUC_HOST/kibana
Recording https://XUC_HOST/recording http://RECORDING_SERVER_HOST:RECORDING_SERVER_PORT/recording
SpagoBI https://XUC_HOST/SpagoBI http://REPORTING_HOST:9500/SpagoBI

ACD Outgoing Calls For Call Blending

Use the following only if you want to use “Least Recent” call distribution strategy and that outbound agent calls have to be taken into account by the distribution strategy.

By default, when your agents process incoming and outgoing calls, the call distribution will not take into account agents which are in outgoing calls in the least recent call strategy and at the end of an outgoing call there is no wrapup. So an agent can be distributed just after an outgoing calls even if another agent is free for a longer time, because the outgoing call is not taken into account by the distribution strategy.

You will find below how to improve that.

XiVO-CC agent can make outgoing calls through an outgoing queue. This brings the statistics and supervision visualization for outgoing ACD calls. However, some special configuration steps are required. The outgoing calls must be dialed from CC Agent application to use this feature.

Configuration Steps

  • You need to create an outgoing queue with
    • in tab General:
      • Name: starting with ‘out’, e.g. outbound,
      • Number: some number
      • Music On-Hold: None
      • Preprocess subroutine: xuc_outcall_acd
    • in tab Application:
      • Ringing Time: 0
      • Ring instead of On-Hold music: activated
  • Agent will have to be logged on this queue

How to check correct configuration

Check if agent is logged in the outbound queue:

jyl-rennes*CLI> queue show outbound
outbound has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
Members:
  Agent/2500 (Local/id-19@agentcallback from SIP/ihvbur) (ringinuse disabled) (dynamic) (Not in use) (skills: agent-19) has taken no calls yet
No Callers

Check the skills attached to the agent by displaying it’s agent group:

jyl-rennes*CLI> queue show skills groups agent-19
Skill group 'agent-19':
  - agent_19       : 100
  - agent_no_2500  : 100
  - genagent       : 100

If the agent dials an outbound call of more than 6 digits (default) you should see the internal queue statistics updated. The agent’s state should be “(in call)” for ongoing call and when the call ends, the number of taken calls should be incremented:

jyl-rennes*CLI> queue show outbound
outbound has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 34s talktime), W:0, C:1, A:0, SL:100.0% within 0s
   Members:
      Agent/2500 (Local/id-19@agentcallback from SIP/ihvbur) (ringinuse disabled) (dynamic) (Not in use) (skills: agent-19) has taken 1 calls (last was 1 secs ago)
   No Callers

Once done, calls requested by an agent through the Cti.js with more than 6 digits are routed via the outgoing queue. You can change the number of digits using the parameter xuc.outboundLength in the XuC’s configuration.

Ldap Authentication

Xuc

Configure LDAP authent for CCmanager, UC Assistant and CC Agent

You need to include in the docker-xivocc.yml file a link to a specific configuration file by adding in xuc section a specific volume and an environment variable to specify the alternate config file location

xuc:
  image: ...

  environment:
  - ...
  - CONFIG_FILE=/conf/xuc.conf

  volumes:
  - /etc/docker/xuc:/conf

Edit in /etc/docker/xuc/ folder a configuration file named xuc.conf to add ldap configuration (empty by default)

include "application.conf"

authentication {
  ldap {
    managerDN = "uid=company,ou=people,dc=company,dc=com"      # user with read rights on the whole LDAP
    managerPassword = "xxxxxxxxxx"                             # password for this user
    url = "ldap://ldap.company.com:389"                        # ldap URI
    searchBase = "ou=people,dc=company,dc=com"                 # ldap entry to use as search base
    userSearchFilter = "uid=%s"                                # filter to use to search users by login, using a string pattern
  }
}

Recreate the container : xivocc-dcomp up -d xuc

Kerberos Authentication

To enable Kerberos authentication and single sign on feature, you need to have an existing Kerberos infrastructure with a Key Distribution Center and a Ticket Granting Service. You need to be able to create a service, construct a kerberos server configuration and export a keytab to perform the following configuration. This service must be on the kerberos realm used by your users and must match the dns name of the server hosting the XUC server (or the nginx reverse proxy server if you use one). For example, assuming you have a realm named MYDOMAIN, you can create a service named HTTP/xuc.mydomain and a dns entry for xuc.mydomain pointing the server hosting the XUC.

Warning

The created domain name must be trusted by the user’s browser.

Prerequisites

  • Create a service for the XUC host, for example:

    addprinc HTTP/xuc.mydomain
    
  • Export the keytab file, for example:

    ktadd -k xuc.keytab HTTP/xuc.mydomain
    

Warning

The bash commands detailed here are for demonstration only and needs to be adapted to your specific environment. It shows how to create a service for the XUC Server named HTTP/xuc, associated to the example realm mydomain.

Only the following encryption types are supported by XiVOCC:

  • aes256-cts-hmac-sha1-96
  • arcfour-hmac
  • des3-cbc-sha1
  • des-cbc-crc

XiVOCC Configuration

  • Copy the previously generated xuc.keytab keytab file to the server hosting the XUC docker container, for example: /etc/docker/kerberos/xuc.keytab.

  • Create or edit the file /etc/krb5.conf on the server hosting the XUC docker container and change settings according to your kerberos environment. For example, the file may contain (name and ip addresses must match your kerberos environment):

    [libdefaults]
        default_realm = MYDOMAIN
    
    [realms]
        MYDOMAIN = {
            kdc = 172.17.0.14
            admin_server = 172.17.0.14
        }
    
  • Edit the docker compose file /etc/docker/compose/docker-xivocc.yml to add the following configuration in the xuc section (file name, service name, password may differ on your setup):

    xuc:
      # ...
      environment:
      - JAVA_OPTS=-Dsecured.krb5.principal=HTTP/xuc.mydomain -Dsecured.krb5.password=xuc -Dsecured.krb5.keyTab=/etc/kerberos/xuc.keytab
    
      # ...
    
      volumes:
      - /etc/docker/kerberos:/etc/kerberos
      - /etc/krb5.conf:/etc/krb5.conf
    
  • Enable Single Sign On on the Agent, Manager, Web and Desktop application interface. Change the value of the following environment variables in the /etc/docker/compose/custom.env:

    # ...
    USE_SSO=true
    XUC_HOST=xuc.mydomain
    # ...
    

Browser configuration

The created domain name must be trusted by the user’s browser.

For Chrome (windows):

Warning

Kerberos authentication on Chrome is only available on Microsoft Windows.

For Firefox:

  • Go to about:config
  • add domain (without protocol) to the network.negotiate-auth.delegation-uris entry (ie. xuc.mydomain).
  • add domain (without protocol) to the network.negotiate-auth.trusted-uris entry (ie. xuc.mydomain).

CAS SSO Authentication

To enable CAS authentication and single sign on feature, you need to have an existing CAS infrastructure. You need to be able to create a service for the XiVOCC environment.

Warning

The CAS authentication server must be accessible from the user and the server hosting the XiVOCC containers. CAS Server users’ username must match the XiVO username to allow login on the XiVOCC applications. The CAS server must support at least CAS Protocol version 2.0.

XiVOCC Configuration

  • Edit the docker compose file /etc/docker/compose/docker-xivocc.yml to add the following configuration in the xuc section (use your CAS server URL instead of https://cas-server.example.org/cas and set CAS_LOGOUT_ENABLE to true if you want to logout from CAS when logging out from the application):

    xucmgt:
      # ...
      environment:
      - CAS_SERVER_URL=https://cas-server.example.org/cas
      - ...
    
      # ...
    
    xuc:
      # ...
      environment:
      - CAS_SERVER_URL=https://cas-server.example.org/cas
      - CAS_LOGOUT_ENABLE=false
      - ...
    
      # ...
    
  • Recreate and start the XiVOCC environment:

    xivocc-dcomp up -d
    

OpenID Connect (OIDC) SSO Authentication

To enable OIDC authentication and single sign on feature, you need to have an existing OpenID Connect 1.0 infrastructure. You need to be able to create a realm and a client for the XiVOCC environment.

Warning

  • The OIDC authentication server must be accessible from the user and the server hosting the XiVOCC containers.
  • OIDC Server users’ username must match the XiVO username to allow login on the XiVOCC applications.
  • Audience field in access_token must contain your clientId

XiVOCC Configuration

  • Edit the docker compose file /etc/docker/compose/docker-xivocc.yml to add the following configuration in the xuc section (use your OIDC server URL instead of https://oidc-server.example.org/auth/realms/myrealm and set ENABLE_OIDC to true if you want to use this authentication as default one):
xucmgt:
  # ...
  environment:
  - OIDC_SERVER_URL=https://oidc-server.example.org/auth/realms/myrealm
  - OIDC_CLIENT_ID=myClientId
  - ...

  # ...

xuc:
  # ...
  environment:
  - ENABLE_OIDC=true
  - OIDC_SERVER_URL=https://oidc-server.example.org/auth/realms/myrealm
  - OIDC_CLIENT_ID=myClientId
  - ...

  # ...

Note

Additional Xuc Configuration:

  • OIDC_AUDIENCE : to define additional check on aud access_token field, default is set to OIDC_CLIENT_ID
  • OIDC_USERNAME_FIELD : to define which field in access_token to use to map XiVO username , default is preferred_username
  • Recreate and start the XiVOCC environment:
xivocc-dcomp up -d

Disabling XiVO based authentication

If you configured another kind of authentication, like Ldap Authentication or Kerberos Authentication for example, you can enforce this authentication mechanism by preventing fall back on the XiVO authentication mechanism. In order to achieve that, you need to perform the following configuration.

You need to include in the docker-xivocc.yml file a link to a specific configuration file by adding in xuc section a specific volume and an environment variable to specify the alternate config file location

xuc:
  image: ...

  environment:
  - ...
  - CONFIG_FILE=/conf/xuc.conf

  volumes:
  - /etc/docker/xuc:/conf

Edit in /etc/docker/xuc/ folder a configuration file named xuc.conf to disable the xivo based authentication:

include "application.conf"

authentication {
   xivo = ""
}

Recreate the containers according to the new configuration : xivocc-dcomp up -d

Allowing xuc user to login to API or Applications

By default, the ‘xuc’ user can only be used internaly by the xucserver to connect to the xivo. We strongly advise you shouldn’t change this behavior but if you need to enable it, you can do it by setting the following variable in the custom.env file of your xivocc server.

AUTH_PREVENT_XUC_LOGIN=false

Install trusted certificate for nginx

To install a trusted certificate for the nginx reverse proxy instead of the self signed certificate, follow the following instructions:

  • in directory /etc/docker/nginx/ssl replace content of files xivoxc.crt, xivoxc.csr and xivoxc.key while keeping filenames unchanged
  • restart nginx container by command xivocc-dcomp restart nginx.

Warning

When configuring the certificate, please ensure the certificate chain is complete, especially for the XiVO Mobile Assistant. You can check the server certificate chain by using the following web site https://www.ssllabs.com/ssltest/analyze.html which will warn you if there is an error with the certificate (Chain issues - Incomplete)

What is a complete certificate chain

When a client application (browser or mobile application) checks a certificate for a web site, it checks the received certificate is issued by a known certificate authority and matches the web site domain name. But sometimes, the certificate is not issued by a root certificate authority but by an intermediate authority.

Here is an example of a such a certificate chain:

GeoTrust Global CA
|--> RapidSSL SHA256 - CA - G3
     |--> *.company.com

The possible problem here is that even if the browser knows the root authority, it is unaware of the intermediate one. The solution is to create a bundle of the complete certificate chain by concatenating the certificates of all parties (root, intermediate & site). Please see http://nginx.org/en/docs/http/configuring_https_servers.html#chains for more information.

Mobile Assitant

If using an HTTPS connection for the XiVO Mobile Assistant, you must use a trusted certificate with a complete certification chain, see Install trusted certificate for nginx.