Zylinc-related modules

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til installation og administration af Zylinc-løsninger er for tiden på engelsk.

Dette emne er fortrinsvis for administratorer og/eller folk som bestyrer en Zylinc-løsning

*) 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.

Name	Type	Std. *)	Description
Activity Server	Windows service		A Windows service that clients such as ZyDesk 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. Many Zylinc clients, portals, etc. use Authentication Server, but some use Identity 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 Access Service			Windows service that provides all functionality that clients need. Because the service sits between clients and the rest of the backend, you don’t need to run backend services in an unsecure network zone.
Client API Service	Windows service		Client API service used by Zylinc Mobile. Its settings file in .json format contains information like HTTP/HTTPS ports, websocket ports, and database connection strings.
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, almost entirely consist of user interfaces. Also known as GateKeeper, 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.
Database Service	Windows service		Windows service that sits between Client Access Service and SQL server, so that you don’t need to run SQL server in an unsecure network zone.
Deployment Manager	Windows application	✓	Deployment tool with which system administrators can install/upgrade/remove the components of a Zylinc system. Also, system administrators can start and stop services, and specify the start-up type of services.
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 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.
Employee Assistant for Web	Tomcat service		Old name for a web application with which you could look up employees in your organization’s directory and view their calendar appointments and line status. It had no support for queues or agents. Now superseded by Zylinc Team Center for Web.
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.
Identity Server	Windows service		Authentication service that validates user names and passwords that originate from, for example, Active Directory, CSV files, etc. Used by Zylinc Mobile.
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.
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	✓	The Media Server is the server that runs the Debian Linux-based part of the Zylinc solution. The Media Server answers calls to queues, plays music on hold, makes interactive voice response menus work, etc. The Media Server also hosts the Administration Portal in a Tomcat service that runs on the Linux operating system. The Media Server was previously known as ZyCall Switch Server. See also Zylinc Windows Application Server and Asterisk.
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 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.
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.
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're 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.
Team Center for Web	Tomcat service		Web application with which you can look up employees in your organization’s directory and view their calendar appointments, etc. A modular application, the detailed functionality of which depends on which features you have licenses to use. For example, it can have support for call control. It doesn't, however, have support for queues or agents.
Tomcat	Third-party server	✓	Java-based third-party web server
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 isn't 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 Directory	Tomcat service		Old name for a web application with which you could look up employees in an organization’s directory, view their calendar entries and line status, and set activities. It had no support for queues or agents. Now superseded by Zylinc Team Center for Web.
Web Operator	Tomcat service		Old name for a web application with which you could look up employees in your organization’s directory and view their calendar appointments and line status. It had no support for queues or agents. Now superseded by Zylinc Team Center for Web.
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.
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. When a user logs in, the service extracts the domain from the e-mail address and translates that domain to a hostname or IP address, a port number, and a context path (URL) of the server to use.
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 Gateway Service			Gateway service through which Zylinc clients, such as Zylinc Mobile, connects to the Zylinc solution. Uses HTTPS for communication with clients on the internet.
Zylinc Mobile	Mobile app		A mobile app that gives mobile employees a real-time overview of colleagues’ calendars, contact details, and availability directly on their smartphones. Depending on your license, it can also support working with queues and agents. Available for Android and iOS.
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.
ZyMobile	Mobile app		Smartphone app that you can download from Google Play or Apple App Store. Depending on the license, ZyMobile can run either with or without support for working with agents and queues.
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.