Minimum requirements

Attention : the following section describes the minimum requirements on the host machine, when it will be used to host the CCA application only. There are additional requirements when the host machine is running other applications, such as WebProd. If WebProd is required, please refer to the corresponding minimum requirements section here.

In case of a server application installation performed by Askia staff, the application will NOT be installed if one of these pre-requirements (or more) is not met on the host machine.

Hardware and Software

Security and Users 

1. SQL Server Properties
   Server Properties > Security > Server Authentication
   Make sure to enable "SQL Server and Windows Authentication Mode"
2. SQL user
   CCA writes in a SQL database. During CCA's setup, it will attempt to create the 5 databases in which CCA is later going to write data. Therefore, whichever SQL user is assigned to CCA, this user should have "db_creator" rights on the SQL server during the installation process. It can then be removed for production.
   During production, "db_owner" is required on the 2 created databases.
   In the case of an installation performed by Askia staff, an "AskiaField" SQL user will be created with enough rights to carry on the installation. Please contact Askia staff before the installation if a different user shall be used instead.
3. CCA application or service user
   CCA is a Windows application (.exe) that will run on the server.
   Therefore, the Windows user that will run the application (or the service, if the application is set to run as a service) should have the read/write/modify permissions on the Askia installation path (usually C:\Program Files\Askia or C:\Program Files (x86)\Askia)
   In the case of an installation performed by Askia staff, the Windows login that is provided in order to log on to the server will be the one used to run the application. Please contact Askia staff before the installation if a different user shall be used instead.
4. Installation privileges
   Local administrator privileges are required during the installation or update process

Recommendations

• CCA server
• CPU: 2 cores are the minimum. Add 1 every 25 agents or 2 for each server’s apps connected (CCA, CTArchitect, WebProd,…).
• RAM: 4GB are the minimum. Add 2 for each server’s apps connected (CCA, CTArchitect, WebProd,…).
• SQL Server (Non Express edition)
• CPU: 2 cores are the minimum. Add 1 every 25 agents or 2 for each server’s apps connected (AskiaVista, CTArchitect, WebProd,…)
• RAM: 4GB dedicated are the minimum + 10GB for each server’s apps connected (AskiaVista, CTArchitect, WebProd,…)
  - CATI without CTArchitect: Add 1GB every 3 agents 
  - CATI with CTArchitect : Add 1GB per agent
• CATI fieldwork with more than 50 agents have to dedicates a data server hosting the SQL Server instance and databases.
• CATI fieldwork with telephony integration have to use a valid SQL Server version installed on a dedicated server to host the SQL Server instance and databases. 
• SQL Server Express Edition usage is possible but please be aware of its limitations and that it is not recommended with more than 15 agents.
• Network & access infrastructure
  Please take care of the internal network infrastructure in case of VOIP usage (Switch VOIP for QoS, Gbit and no Mbit Lan…).
  Before the installation, ask for the latest recommendations of our VOIP partner : MyForce
• Agents connected from a remote site (not on the same LAN than the servers) should use a stable internet connection as SDSL or fiber optical. The connection made should also be done through a VPN.
• Remote control & file transfer allowed for Askia's tech support.

Running the install

Download CCA's latest version (5.5.3.X) here.
Extract the file and run the .exe.

1. Select the installation folder. This will contain the .exe file and libraries.
   
   
   
   
   
2. Select the pre-defined installation templates from the drop-down list. For a classic CCA installation, select CCA.
   You can then add or remove components according to your needs.
   
   CTArchitect is the automatic dialing application.
   CTWatch is an application that restarts CCA or CTArchitect if the application is down.
   
   If you wish to use CCA Portal later, tick CCA Web Service, and refer to the following section : Install CCA Service after the install.
   
   
   
   
3. The next screen is the requirement checks screen. The three hardware tests ensure that your machine is powerful enough. If SQL DMO is not installed yet, the setup will allow you to do it now.
   
   
   
   
   
   
4. The next screen allows you to define the working directory of the CCA. This is where most space is used. Questionnaire structure files, resources (video, audio, images), partial exports are stored here. Usually, a shared hard drive partition is dedicated to this working directory.
   
   
   
   
   
5. If your setup includes an automatic dialier, type in its IP address here, else, leave blank.
   
   
   
   
   
6. The next screen lets you define whether your CCA server should run as an application or as a service. Choose here if you want your CCA server to be able to generate Crystal Reports (agent monitoring reports, calls monitoring reports).
   
   
   
   
   
7. Now, time to connect the CCA to the SQL server. Type in the IP of your SQL server followed by "\" and the SQL instance name. (e.g. localhost\SQLEXPRESS). The default port is 1433.
   Then use the db_owner credentials you have created earlier.
   
   
   
   
   
8. The setup is now going to create all needed databases, and create a DSN on the CCA server to reach each database.
   
   If the SQL server already has CCA databases in it that you want to re-use, select them from the drop-down list. Else, click "Create..."
   
   First database: Global . . .
   
   
   
   
   
9. Second Database : CCA
   
   
   
   
   
10. Third database : Statistics 
    
    
    
    
    
11. Fourth, fifth and sixth databases : Lists, Surveys and CTScript. Either re-use an existing one in case of a previous installation, or create new ones.
    
    
    
    
    
12. The next screen is a recap of the installation settings. Make sure you reviewed them before you click "Install" . . .
    
    
    
    
    
13. Now, every extra feature that you selected from the installation list is going to be installed. Once the extra features are installed, you are done!
    
    
    
    
    

Updating CCA

The same setup files are used for both fresh installation and upgrade.
The process is essentially the same as a fresh installation, except that all configuration parameters will be pre-filled from your existing configuration.

Update FAQ: 

• Do I have to uninstall the existing version to upgrade? : No
• Will there be downtime for my agents an supervisors? : Yes
• Will there be downtime for Web respondents? : No, online surveys will remain accessible, although the quota feature will not be available.

Recommendations before any CCA upgrade : 

1. Make sure you have local administrator privileges
2. Check the Windows Services and locate "Contact Centre Administrator". It will show which Windows user is currently running the service. You should have access to this user's credentials to be able to carry on the update.
3. Here is the list of items that should be saved in case a rollback to the previous version is needed
1. Installation directory ( the /AskiaField/CCA folder in the file system)
2. Schedule an SQL restoration point
3. Backup the registry settings ( HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Peter Holmes\Cca\Settings)
4. Clean-up of the "Statistics" databases by removing unused tables
• This can be performed with the dedicated CCA Backup tool
5. Remove all unused lists and tasks from the Supervisor interface (make sure that your Supervisor login has enough privileges to perform these steps)
• You can save these with the "create package" feature
6. Make sure that all CATI workstations are running an up-to-date OS version (for example, from April 2014 on, Windows XP workstations are not recommended anymore)

Run the update:

1. Navigate to the Windows Services menu and expand the properties of "Contact Centre Administrator". Set it to "disabled". Then right-click on the service and Stop it.

Command Line

A couple of options are available from the command line.
Open a Command prompt and navigate to you CCA installation folder.
The command is CCA.exe and the following options are available.