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IVR Reference - Capacity Management Suite®
IVR Reference - Capacity Management Suite®
Joe Caffrey avatar
Written by Joe Caffrey
Updated over 6 months ago

Introduction

The following are the minimum recommended hardware requirements for an IVR server for the Capacity Management Suite® solution. System performance will vary based on data volume, network, and server capacity.


Third Party Hardware Requirements


IVR Server Requirements

Dedicated Servers Required

1

Architecture

Intel® 64-bit or Equivalent AMD processor is supported.

Server Operating System

Windows Server® 2016

Windows Server® 2019

The Capacity Management Suite® solution installed on Windows Server 2019 cannot reliably be integrated with the Rauland staff assignment System. Integrations with other staff assignment systems, such as Hill-Rom® and Kronos®, may also be affected.

CPU

Intel® Xeon® processor, 2.0GHz, 133MHz FSB, or equivalent AMD CPU.

RAM

For details on Socket and Core Requirements, see Server Requirements per Hospital Size

Disk Architecture

RAID 5

Free Internal Disk Space

80 GB for the application partition and a separate 80 GB operating system partition

Fault Tolerance

RAID

High Availability

Yes. Active/Passive. TeleTracking allows failover clustering within Microsoft Clustering Services, but will not set up and support this environment for our clients. This is the responsibility of the client's server administrator (or equivalent role).

Network Interface

Etnernet 100/1000 Mbps. Performance may vary based on bandwidth. NIC teaming is supported.

Backup Device/Method

Customer provided. Backup must have open file capability. File locking must be disabled.

Proprietary Hardware

Not required.

Application is CPU Intensive

No.

Paging File Size

Use recommended Microsoft® Windows setting.

Microsoft® Windows PowerShell™

Minimum Version 5.1. Execution Policy cannot be set to Restricted, AllSigned, or RemoteSigned.

Load Balancing

Supported on web tier only. Only supported with Microsoft® Network Load Balancing. However, TeleTracking will not set up and support this environment for our clients. This is the responsibility of the client's server administrator (or equivalent role).

We recommend using Source IP persistence with a persistence time of the average shift length (8 hours).

Web Server and Third Party Software Components

Microsoft® Internet Information Services (IIS) is a built-in component of your Windows OS and Server. Versions are as follows:

The following are required and installed by the TeleTracking installation program:

  • Microsoft® .NET Framework 4.8 or later must be manually installed prior to updating to the Capacity Management Suite® solution v2021.12 or later.

  • Microsoft® Web Service Extension 3.0

  • Microsoft® Visual C++ 2015 - 2017 Redistributable programs (x64).

  • RabbitMQ Server

  • Erlang OTP

  • Microsoft® ODBC Driver 17 for SQL Server l

  • Microsoft® OLE DB Driver for SQL Server

Third-Party Software

  • SQL Client Tools.

Virtualized Servers

The server can be a virtualized server as long as the virtual machine meets all requirements that are specified in this document for each server and for resources dedicated to the virtual machine, and as long as the virtualized server only supports a network-based configuration. In particular, comply with all requirements for network paging. TeleTracking will not set up and support this environment for our clients. Support for this environment is the responsibility to our client’s server administrator or equivalent role.

Performance can vary greatly based on hardware, configuration, and utilization. All systems should conform to Microsoft’s Best Practices. VM environments may increase RAM and CPU requirements.

Microsoft® Active Directory

Required for the Capacity Management Suite® solution v2022.03 and later. Clients must supply a valid SSL certificate. Trusted self-signed or third-party provided (Verisign) certificates are valid. Test certificates are not considered valid.

Premise Active Directory is supported for Capacity Management Suite® solution in the following deployment options:

  • LDAPS is supported by Capacity Management Suite®

  • On-Premise, Not TeleTracking IQ® Enabled deployment option.

  • Cloud-Hosted, Not TeleTracking IQ® Enabled deployment option with LDAP port open through firewal and using site to site VPN.

  • On-Premise, TeleTracking IQ® Enabled deployment option with Azure connect.

Website Encryption

Secure Socket Layer is optional but strongly recommended for the Capacity Management Suite® solution versions 2022.02 and earlier. Secure Socket Layer is required for the Capacity Management Suite® solution v2022.03 and later.


Network

Network Protocols

TCP/IP Connectivity between IVR server and database server uses TCP port 1433 by default.

Requires Name Resolution

Yes

DHCP Supported

No

Shared Folders Required

Shared folders are required only for integration to the Census Based Scheduling (CBS) component of the Smart Facility™ (formerly Environmental Services Computer Tools (ESCt)) software. CBS and ESCt are not available when the Capacity Management Suite® solution is deployed in a Cloud-Hosted model.

Mapped Drives Required

No

Network Security Model

2000

Internet Access

No


Voice-Over-Internet Protocol Requirements

TeleTracking will supply the Host Media Processing (HMP) software as follows to support IVR call delivery to the TeleTracking application server via a VoIP/SIP connection.

Third Party Software

TeleTracking will provide the following Host Media Processing (HMP) software:

  • l Inventive Labs HMP Elements 2.x

Transport Protocol

UDP (recommended) or TCP

Architecture

DM3

Concurrent Calls

4-48 – Depends on facility size, actual count will be provided by the TeleTracking project team.

Call Control

Session Initiation Protocol (SIP) (The H.323 protocol is not supported.)

Medial Streaming and Control over IP

Real-time transport protocol (RTP)

Audio Format

G.711

Purchased Licenses Needed?

Yes


Remote Access

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