How To Allow Access to CCAgent from a Public IP

I'd like to be able to access CCAgent from a public-facing IP address. Is it possible to do that, and how would I go about setting it up?

Answer

It's possible to use CCAgent from a public IP once properly configured.

Steps

1. Talk to your ISP about getting 2 public IPs for use with Chronicall/ACR and the Multimedia servers.

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   Note

   Xima Software is unable to assist with setting up the actual public IP addresses — that must be configured on the customer side.

2. Navigate to Admin (System) > System Settings > Basic Settings.

3. Place the Chronicall/ACR server's new public IP address in the "Externally Accessible Address" field.

   

4. Navigate to Admin (System) > System Settings > Multimedia Voice Seat.

5. Place the Multimedia/Contact Center's new public IP address in the "Multimedia Server Public IP (optional)" field.

   

6. Navigate to Admin (System) > System Settings > Hidden Advanced Settings > Feature Toggles.

7. Turn on the "PROVIDE_PUBLIC_AND_LOCAL_IP_FOR_DESKTOP_CONNECTION" feature toggle.

8. Hit "OK" and then "Save."

   • This will allow CCAgent and Dashboards to try connecting to the local Multimedia address first, then fall back to the public one.

9. Multiple ports will need to be opened on both the Chronicall/ACR server and Multimedia/Contact Center for this to work:

   • Chronicall/ACR:

     • Port 9080
     • Port 80
     • Port 443

   • Multimedia/Contact Center:

     • Port 9095

     • Port 9099

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     Note

     If those ports cannot be kept open, a public IP will not work for your site.