Zylinc-related modules

Name	Type	Std. *)	Description
Activity Server	Windows service		A Windows service that clients such as ZyDesk, Web Agent, or Web Directory use to create/update/delete activities on users.
Administration Portal	Tomcat service	✓	Web application where administrators can manage queues, opening hours, interactive voice responses, timers, audio files, users, etc. Administration Portal is the place to go, when administrators need to manage the entire Zylinc solution. Also known as Admin Portal, or ZylincAdminPortal, or Zylinc-admin.war
AdminCLI	Linux Console		A command line interface where system administrators can use Putty or other tools to enter commands to set up Media Server, or to view technical information about the server.
Asterisk	Third party server		A PBX that is installed on Media Server. It handles voice telephony. For example, it plays music on hold, answers calls, and transfers calls from queues to agents. Asterisk works together with Queue Manager. Also known as Asterisk Server.
Authentication Server	Tomcat service	✓	Tomcat service that validates user names and passwords that originate from, for example, Active Directory, CSV files, BroadWorks, or from ZyDB database. All Zylinc clients, portals, etc. use Authentication Server.
BroadWorks Directory Sync	Windows service		Windows service that retrieves/synchronizes users from BroadWorks, so that the users show up in searches, etc. If the same user is also retrieved/synchronized from other sources (such as Active Directory), administrators can use, for example, the e-mail address field to map the different sources into a single instance of the user, where combined properties and line status from all sources are available as a single row in search results.
BroadWorks User Proxy	Windows service		Windows service that lets you view line state from BroadWorks phones, and set, for example, forwards or “do not disturb” on BroadWorks phones. You can also remote-control the phone so that you can answer calls and make calls from ZyDesk or other client software
Cisco Directory Sync	Tomcat service with JTAPI library		Tomcat service that retrieves/synchronizes users from Cisco, so that the users show up in searches, etc. If the same user is also retrieved/synchronized from other sources (such as Active Directory), administrators can use, for example, the e-mail address field to map the different sources in to a single instance of the user, where combined properties and line status from all sources are available as a single row in search results.
Cisco User Proxy	Tomcat service with JTAPI library		Tomcat service that lets you view line state from Cisco phones, and set, for example, forwards or “do not disturb” on Cisco phones. You can also remote-control the phone so that you can answer calls and make calls from ZyDesk or other client software.
Client Manager	Tomcat service	✓	Tomcat service that handles all client-related business logic, for example, the state of agents, queues, incoming calls, wrapup time, and callbacks. Because Client Manager handles this logic, the clients themselves, for example ZyDesk and Web Agent, almost entirely consist of user interfaces. Also known as GateKeeper, or Gate Keeper or ClientManager.
Client Manager API	API		An API for Client Manager that third parties can use to customize the Zylinc system, or integrate it to other systems.
Deployment Manager	Windows application	✓	Deployment tool with which system administrators can install/upgrade/remove the components of a Zylinc system.
Deployment Manager Service	Windows service		Windows service that system administrators can install on a multitenant application server, and then use Multitenant Portal to carry out most Deployment Manager tasks directly from Multitenant Portal.
Directory Server	Windows service		Windows service that system administrators can use to retrieve/synchronize users from Active Directory, a CSV file, or any LDAP-compatible enterprise directory service, so that the user shows up in searches, etc. Imported users can also log in to clients, for example, ZyDesk, Web Agent, or Statistics Portal, if Authentication Server is available to validate their user names/passwords.
Domino Server	Windows service		Service that administrators can install on 32- or 64-bit Windows Domino servers (but not on Linux) in order to use Zylinc clients to create appointments in users’ IBM Notes calendars. Also known as ZyCore ZyServer.
Domino Sync	Windows service		Service that administrators can install on 32- or 64-bit Windows Domino servers (but not on Linux) to import users’ calendar appointments, so that you can use them in Zylinc clients. Also known as ZyCore ZySync.
E-mail Queue Handler	Windows service		Windows service that looks for new e-mails and distributes them to available agents. Similar to voice inquiries in a voice queue. Works together with Queue Manager.
Event Board	Tomcat service		A Web application designed to run on always-on tablet devices mounted next to meeting room doors. Event Board gives an overview of the availability of meeting rooms and allows room booking. Event Board is a part of Zyte installer package.
Exchange Sync Web service	Windows service		Windows service that imports calendar appointments form Microsoft Exchange Server or Office 365-based calendars into ZyDB, so that you can view users’ calendar appointments in Zylinc clients. Also known as Exchange Sync. WS
Forwarding Server	Windows service		Windows service for rule-based forwarding of users’ phones to other phone numbers, based on categories or subjects of users’ calendar appointments or activities. Also used by Zylinc clients for manual forwarding of users’ phones to other numbers.
Java	Third party framework	✓	Third-party software framework that you must install before you can install Tomcat and the Tomcat-based software modules.
JTAPI	Third party API		Cisco software library for Java that you must install before you can use Cisco User Proxy or Cisco Directory Sync.
Messaging Portal	Tomcat service		Tomcat service that the Zylinc system uses to send (relay) e-mails and text messages, and to create calendar appointments in users’ calendars. System administrators can manage this centrally and use a single account for sending e-mails or text messages. Users of Zylinc clients use the service when they send e-mails or text messages.
Mobile Agent	Mobile app		A mobile app that gives mobile employees a real-time overview of colleagues’ calendars, contact details, and availability directly on their smartphones or tablets, and supports queues and agents.
Mobile Operator	Mobile app		A mobile app that gives mobile employees a real-time overview of colleagues’ calendars, contact details, and availability directly on their smartphones or tablets, but does not support queues and agents.
Mobile Status	Windows service		Windows service used to get mobile status icons in Zylinc clients. Also gets country information if users roam abroad. Also known as Mobile Presence
MS SQL Server	Third party server	✓	Microsoft SQL Server hosts the databases ZyDB and ZyStatDB. In multitenant environments, it also hosts ZyMasterDB
Multitenancy			A cloud computing feature. In a multitenancy setup, a single software instance runs on a server and serves multiple tenants. Usually, each tenant is a company or a customer. The multitenancy setup ensures that tenants can't access each other's data, even though they technically use the same solution.
Multitenant Portal	Tomcat service		Web application that administrators use to manage the tenants in a multitenancy setup. For example, they can: Create/edit/delete tenants, manage system configuration templates, Administration Portal setup templates, Tomcat instances, application servers, and media servers, update system status, and resolve issues.
Provisioning API	API		An API that administrators can use to automate tasks that are normally carried out manually in Administration Portal.
Queue Manager	Windows service	✓	Windows service that makes queues work so that calls, e-mails, and chats that wait in queues are distributed to available agents. Call flows set up in Administration Portal are made possible by Queue Manager. For voice queues, Queue Manager works together with Media Server. For mail queues, Queue Manager works together with E-mail Queue Handler. For chat queues, Queue Manager works together with XMPP Queue Handler or SfB Chat Queue Handler. Queue Manager also writes historical information about calls, e-mails, or chats into the statistics database (ZyStatDB), so that you can view historical information in Statistics Portal or a third-party statistics product.
Remote Server Control	Windows service		Windows service that works together with Administration Portal, when you need to upload/download/change audio files on Media Server or BroadWorks media servers. If you host Administration Portal directly on Media Server, you can update audio files directly in the local file system. However, in some scenarios, Administration Portal can’t be hosted on Media Server, in which case you need Remote Server Control to manage your audio files.
Sametime Presence	Tomcat service		Tomcat service with which you can get IM Presence from Sametime so that you can view it in Zylinc clients.
Service Manager	Windows service	✓	Windows service that counts license usage, and serves licenses to Zylinc modules, products, and features. Service Manager regularly connects to Zylinc Cloud Service to get license updates and to report license usage. Service Manager also knows the states of other running services, and provides information to Administration Portal so that you can view which services are running or stopped.
SfB Chat Queue Handler	Windows service		Windows service that administrators can set up in order to add Skype for Business-based chat queue functionality to a Zylinc system. Also known as Lync Chat Queue Handler.
SfB MSPL Manager	Windows service		Windows service that provides Skype for Business Busy-on-Busy functionality. SfB Busy-on-Busy is a feature that lets you use activity- or busy-rules to intercept phone calls, so that incoming calls will not reach busy users. SfB MSPL Manager is a service installed on SfB frontend servers. It uses MSPL Script to monitor SIP signaling and, if SfB Busy-on-Busy is enabled, it can intercept calls before they are routed to Skype users. Also known as Lync MSPL Manager.
SfB User Proxy	Windows service		Windows service that lets you view line state from for Skype for Business enterprise telephony, and set, for example, forwards or “do not disturb”. Also known as Lync User Proxy.
SfB Web Chat	Tomcat service		If you use Skype for Business-based chat queues, an administrator can install SfB Web Chat on your organization's web server, so that users can chat with agents on chat queues via a chat interface on the website. SfB Web Chat is a Tomcat service. Also known as Lync Web Chat.
SIP User Proxy	Windows service		Windows service that lets you get mobile line status from selected mobile service providers. System administrators can also set up SIP User Proxy to get line states from selected desktop phones, for example, Cisco desktop phones that don’t support CTI.
Statistics Portal	Tomcat service	✓	A web application with which you can view statistical and historical information about calls/e-mails/chats from voice, mail, or chat queues. Also known as Stat Portal.
Tomcat	Third party server	✓	Java-based third party web server
Tunneling Server	Windows service		Windows service used by Telcos that host multiple tenants that use Zylinc software. Makes it possible for Zylinc clients to connect to a single network port, so that it's not necessary to open up several network ports per tenant.
UCMA	Third party API		Third-party API used by Zylinc for Skype for Business modules together with user endpoints or trusted application endpoints. Performs operations to calls, chats, or enterprise telephony users in Skype for Business environments. UCMA is not available for Skype for Business Online (Office 365).
UCWA	Third party API		Third-party API used by Zylinc for Skype for Business modules to receive presence. UCWA acts on behalf of a single SfB user, or on behalf of a special “service” user account, that doesn't correspond to a real person. This approach currently has authentication and scalability limitations. UCWA is available for both Skype for Business Server and for Skype for Business Online (Office 365).
Wallboard	Tomcat service	✓	Web application designed to run in full-screen mode on information screens to let people view information about the state and availability of agents, queues, and average waiting times. Wallboard is a part of ZyDataService installer package.
Web Agent	Tomcat service		Web application that is an alternative to the Zylinc desktop clients. It doesn't require an installation of native software on the agent’s computer or smartphone. It supports queues and agent functions. The feature set can currently be compared to Attendant Console. Benefits: No installation or updates, hence no complex deployment scenarios; agents always have latest version; works on Macs. Web Agent is a part of Zyte installer package.
Web Directory	Tomcat service		Web application with which you can look up employees in an organization’s directory, view their calendar entries and line status, and set activities. Scaled-down version of Web Operator or Web Agent. No support for queues or agents. Web Directory is a part of Zyte installer package.
Web Operator	Tomcat service		Web application with which you can look up employees in an organization’s directory and view their calendar appointments and line status. No support for queues or agents. Feature set can be compared to Operator. Web Operator is a part of Zyte installer package.
XMPP Queue Handler	Windows service		Windows service that administrators can set up in order to add XMPP chat queue functionality to the Zylinc system.
XMPP User Proxy	Windows service		Windows service that gets IM presence from Cisco Jabber
XMPP Web Chat	Tomcat service		Tomcat service that administrators can set up on your organization's web server so that users can that with agents on XMPP chat queues via a chat interface on the website.
Media Server ISO Image	Installation media		A virtual installation DVD that you use to install Media Server. Also known as Switch ISO, or ISO image, or switch_install.iso
Media Server	Virtual server	✓	When you install Zylinc in a single-tenant CPE environment, you’ll typically need two new servers to host the software. We refer to Media Server as the one that runs the Debian Linux-based part of the solution. The server answers calls to queues, plays music on hold, makes interactive voice response menus work, etc. Also known as Media Server, or Switch Server. See also Zylinc Windows Application Server.
ZyCore ID	Tomcat service	✓	Tomcat service that looks up phone numbers in an internal or external database, directory, or phone book, so that agents can view callers’ names, addresses, company information, etc. in their Zylinc clients. Also makes it possible to retrieve caller priority and target queue name so that the system can decide how to prioritize and route calls.
ZyDesk	Windows application	✓	A universal Windows client that can support different profiles, for example, Attendant Console, Contact Center, and Service Center.
ZyDesk ini file		✓	File that contains server name, network port, and other technical information so that ZyDesk can locate required backend services.
ZyDesk profile		✓	A profile that the universal Windows client (ZyDesk) uses to support different modes of operation or products, for example, Attendant Console, Contact Center, and Service Center.
ZyDesk registry file			A windows registration key, saved as a .reg file, that contains server name, network port, and other technical information so that ZyDesk can locate required backend services.
ZyDataService	Tomcat service	✓	Tomcat service that provides an API that Zylinc clients use to display information about queues and agents. Hosts the web component that renders the Wallboard. Also works as a backend service that, for example, makes queue alarms work.
ZyDB	Database	✓	An MS SQL Server database that contains all Zylinc system configuration, all users, all synchronized calendar appointments, and all other system data, except call history (that is stored in ZyStatDB) and real time status (that is stored in memory by ZyGo).
ZyGo	Windows service	✓	Windows service that distributes data from a single source to one or many destinations. Receives states of users, queues, phones, etc. and stores the states in its memory, so that Zylinc clients never need to poll/retry the backend service. If you search for a name in a client, and the search returns ten users, your client will then subscribe to ZyGo state information about those ten users. If one of those users’ phone begins to ring, the system will publish the line status change to ZyGo in real time. Because your client subscribes to state information from ZyGo, the user’s icon will immediately change in your client, so that you can view that the phone rings.
Zylinc Cloud Auto Configuration	Internet service		Internet-based Zylinc service that makes it possible for smartphone clients to locate the server that your organization uses.
Zylinc Cloud Service Manager	Internet service		Internet-based Zylinc service. When a customer orders extra licenses or features, or if a customer reduces the need for licenses or features, Zylinc Cloud Service Manager sends the license updates to the local installation of Service Manager. Also receives license usage statistics from customer installations.
Zylinc Multitenant Application Server	Virtual server		Similar to Zylinc Windows Application Server, but instead of using the GUI of Deployment Manager to install Zylinc software, you can install Deployment Manger Service and then use Multitenant Portal to install the software on the application server.
Zylinc Proxy	Tomcat service		Useful if you need to open a network port in your firewall, so that Zylinc clients that run on smartphones can connect to your server from the internet, or so that you can receive mobile presence from the internet via an open port. If your organization’s IT policy doesn’t allow port opening, you can install Zylinc Proxy in the DMZ, so that you don’t have an open port from the internet to the LAN.
Zylinc Proxy Client	Tomcat service		Part of Zylinc Proxy that you install inside the LAN. Creates an outgoing connection from the LAN to the DMZ, so that you don’t need to open a network port from the internet to your LAN.
Zylinc Windows Application Server	Virtual server	✓	When system administrators install Zylinc in a single-tenant environment, they’ll typically need two new servers to host the software. The Zylinc Windows Application Server is the one that runs the Windows-based part of the solution. See also Media Server.
ZyMasterDB	Database		In Zylinc multitenant installations, ZyMasterDB is a MS SQL Server database that contains information about all the tenants. Each tenant still has each own individual pair of ZyDB and ZyStatDB, but only one instance of ZyMasterDB exists.
ZyMobile	Mobile app		Smartphone app that you can download from Google Play or Apple App Store. Depending on the license, ZyMobile can run as either Mobile Agent or Mobile Operator
ZyStatDB	Database	✓	MS SQL Server database that contains historical information about calls/e-mails/chats handled via Zylinc queues. Use Statistics Portal to view the data. Also known as StatDB or statistics database.
ZyTe	Tomcat service		Tomcat service that contains three different products: Web Operator, Web Directory, and Event Board

*) Std.: This part of the system is included in all installations, and the standard installation procedure describes how to install it and set it up.