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Presence Technology
PRESENCE SUPPORT
DOCUMENTS AND GUIDES
Presence System
Maintenance
Recommendations
©Presence Technology, 2014
Presence System Maintenance Recommendations – v2.4 (April 2015)
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INDEX
1. Servers and Operative Systems .............................................................................3
1.1. Windows Servers ................................................................................................................ 3
1.2. OpenGate Servers .............................................................................................................. 3
1.3. Third-party software .......................................................................................................... 4
1.4. Other recommendations .................................................................................................... 4
2. Firewalls and Antivirus ..........................................................................................5
2.1. Firewalls.............................................................................................................................. 5
2.2. Antivirus ............................................................................................................................. 6
3. Databases .............................................................................................................8
3.1. Considerations .................................................................................................................... 8
3.2. Maintenance, backup and history cleanup plans............................................................... 8
4. About Presence Technology ................................................................................ 11
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1. Servers and Operative Systems
1.1. Windows Servers
Windows Updates are allowed. Please note that some of them require a server restart, so
updates must be scheduled out of production hours.
It is also recommended to always have all Microsoft modules (Operative System/SQL) updated
with the latest patches and/or service packs.
1.2. OpenGate Servers
In OpenGate environments, software updates will only be performed by certified members
in Presence installations and usage. These updates will be evaluated and approved by the
Presence Development Teams and, if necessary, will be included as official OpenGate updates.
1.2.1. Specific OpenGate security measures
Along with proper network perimeter protection through the use of Firewalls, IDSs, etc, there
are some specific security measures to be taken into account to secure the system and prevent
any fraudulent use:
Request the SIP provider to limit the calls daily cost.
Change the root password and always use a strong password.
Use strong passwords for user and agent extensions. Presence Suite versions 9.2 and
higher include support for strong passwords across the software modules, which
involves both the users and logins of the Presence system, as well as the option to set
an expiry date for both user and agent login passwords.
Create access lists in CentOS to permit only trusted IPs.
Install a script that blocks IPs generating bad login retries.
Whenever possible, use SIP trunks (especially inbound trunks of type ‘user’) with
authentication. Use a strong secret (equivalent to a password) when authenticating
incoming SIP requests. Obviously the other end of the SIP trunk must support this
authentication. This is useful to set an additional level of protection at application
level (i.e: in addition to IP/port filtering rules, set up in the firewall protecting the local
network perimeter).
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Limit the exposure of Presence OpenGate to the public Internet to the maximum
possible (ideally, it should not be reachable at all from any public address). If SIP
trunking is configured to a SIP provider located outside the private network, use
private connections such as MPLS, network-level VPNs or Point to Point links to carry
on the SIP/RTP traffic between both systems. In addition to protecting OpenGate from
unauthorized access, this should ensure no eavesdropping is made on the on-transit
calls traffic.
1.3. Third-party software
You must always contact Presence Support before installing any third-party software in any
of the Presence Suite servers.
1.4. Other recommendations
In absolutely all servers where any of the Presence modules are configured, you must always
check the following:
There is enough free space. It is recommended to have at least a 20% of free space.
CPU and memory usage is stable; there are no peaks. If there are any, check which
processes are causing them and correct the situation. I f it is a Presence process,
please contact Presence Support.
Install monitoring tools to receive alerts when any component fails, so the situation
can be analyzed and corrected as soon as possible.
Only for AVAYA environments: In specific occasions it may be necessary to run some of the
Presence servers (Presence Server, Messaging Server, Recording Server, Intelligent Routing
Server…) as application instead of service. This is because you are experiencing issues with any
of these servers and TSSPY logs are necessary to analyze the issue, but TSSPY will not collect
data if the server is running as a service. Please remember that closing the Windows session
that is running the application will close the application too (while services are always up and
running regardless of the active Windows session). Always keep control over users with
permissions to open/close Windows sessions and access to the servers.
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2. Firewalls and Antivirus
2.1. Firewalls
Firewalls are allowed in the servers and workstations where Presence is running, but firewall
rules must allow communications between all Presence modules ports.
Here’s a list of all Presence modules and their default ports:
Presence Module Default port Type
Presence Server 6100 TCP
Presence Dialing Server 6210 TCP
Presence Internet Server 6301 TCP
Presence Internet Supervision Port 6666 TCP
Presence Messaging Server 6110 TCP
Presence OpenGate Proxy 6500 TCP
Presence OpenGate Proxy MAPI 5038 TCP
Presence FreePBX Opengate Proxy 6501 TCP
Presence Recording Server 6111 TCP
Presence Recording Backup 6120 TCP
Presence Intellingent Routing Server 6200 TCP
Presence Update Service 6180 TCP
Presence Console Presence Server 6800 TCP
Presence Console Presence Statistics Server 6801 TCP
Presence Console Presence Messaging Server 6802 TCP
Presence Console Presence Internet Server 6803 TCP
Presence Console Presence Dialing Server 6804 TCP
Presence Console Presence Recording Server 6805 TCP
Presence Console Presence Backup Recording Server 6806 TCP
Presence Console Presence Intelligent Routing Server 6807 TCP
Presence Console Presence OpenGate Proxy Server 6808 TCP
Other protocols ports used by Presence are:
Other protocols Default port Type
Oracle 1521 TCP
SQL Server 1433 TCP
TSAPI 450 TCP
SIP 5060 and 5070 UDP
IAX 4569 UDP
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RTP 10000 to 20000 TCP
SSH 22 TCP
FTP 21 TCP/UDP
HTTP 80 TCP/UDP
WebRTC Default port Type
Signaling 7443 TCP
SRTP 16000-18000 UDP
2.2. Antivirus
Antiviruses are allowed in all servers and workstations where Presence is running.
Depending on the way the Antivirus software works (heuristics, malware signatures, etc.), it
might detect third-party applications as different kinds of malware. Therefore, we suggest
excluding the Presence Server directory and the files it contains from the Antivirus routines
in order to avoid any problem with the normal program execution.
Presence Technology has verified that McAfee VirusScan and Symantec AntiVirus software
can be installed on the Presence Server, other network servers (such as Messaging and/or
Recording servers), and Agent workstations as part of a system-wide anti-virus strategy. The
customer or partner has the option to install anti-virus software.
Please note the following anti-virus requirements and Best Practices:
Run a scan of all disks during off-peak hours once per day, or at least once per week.
Synchronize this effort with other backup tasks that are typically run daily.
We highly recommend that active scanning is disabled while running Presence applications
and while applying patches and updates to the Presence Server(s). Active scanning locks files
and causes excessive disk I/O and high CPU usage, which can result in system slowdowns or
failure. However, if active scanning is a requirement, it should not be turned on during
business hours, especially if the server is under a high CPU load.
Apply the following configuration changes to optimize the Presence Server CPU, disk, and
memory usage:
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1. Update the virus definition files daily.
2. Disable scanning files on reading from disk – configure the software to only scan
when writing to disk.
3. Scan default files along with designated additional file types, not all files.
4. Exclude the following directories and their subdirectories from active scanning:
a. Presence Main Folder – Folder containing all Presence executable and
language files, tools and log files. Usually C:\Presence\, C:\Presence\,
C:\Program files\Presence or C:\Program files (x86)\Presence\. This path
applies for all Presence Modules (Server, Messaging Server, Recording Server,
etc. as well as Client Modules -Agent, Administrator, Supervisor).
b. Presence Recording files – Folder containing all Recording files as well as
retrieved files and screen recordings, (usually D:\Recordings\) drive may
change depending on each Presence configuration.
c. All directories and their subdirectories that are configured as server
parameters in each module configuration (.cfg files) or in Presence
Administrator (for example, Chat paths).
d. Database data files – DBF and ORA files for Oracle / NDF files for SQL Server.
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3. Databases
3.1. Considerations
Presence highly recommends that the Customer and/or Partner has an internal Database
Administrator (DBA) or an agreement with an external company expert in Databases, to
ensure that all necessary maintenance plans are activated, to guarantee the best database
performance and stability, and to ensure that an expert is always available to address any kind
of issue or failure such as data loss or corruption, physical and/or logical errors, etc.. DBAs
must always follow the product standards and the Presence Installation Guides specifications
about the database configuration, and they are not allowed to make any changes in the
database structure designed to be used by the software under any circumstance. Presence is
not responsible of any of these tasks.
Presence will always verify that the database structure designed to be used by the software
is correct and has not been changed (in terms of table names, field types and length, index
names and quantity, etc). Presence Support will also check that the database installation
guidelines have been followed and that the physical server meets the product hardware
requirements.
3.2. Maintenance, backup and history cleanup plans
3.2.1. Backup plans
To ensure the continued reliability and performance of the Presence database, it is advisable
to back up the database on a daily basis, always outside of production hours. You must never
run the backup while in production hours or when any other tasks are performed over the
database.
You should have at least five copies, each of them corresponding to one of the previous five
days and containing a daily database backup.
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3.2.2. Maintenance plans
Maintenance plans are tasks required to make sure that your database is optimized,
regularly backed up, and free of inconsistencies. These plans may include reorganizing the
data by rebuilding indexes, which may become highly fragmented in heavy workload
environments, compressing data files, and verifying the database integrity, among other
administrative tasks.
Your DBA should be able to analyze the status and size of your database, and should set up the
necessary tasks that will ensure your environment remains stable and at an optimum state.
3.2.3. History and log cleanup
To maximize database performance and minimize fragmentation, you should regularly perform
cleaning tasks, which include removing old services and loads, and clearing the history logs.
Remove old services and loads: You should remove inbound services and outbound services
and loads which are no longer being used. Please note that this removal implies that the
corresponding data for Presence Supervisor reports is deleted, so you should back up services
and/or loads before removing them, by using Presence Administrator. If an outbound service is
being used for more than six months, you should eliminate the loads that are finished. If
services and/or loads contain a large amount of records, you should perform the backup
outside of production hours, as database performance may be significantly slowed. For
additional details, please see the Presence Administrator Manual.
Delete mailboxes: Mail data is the largest data you will store in the database. If you have many
mailboxes configured or if any mailbox has received a large amount of e‐mails, you can decide
to delete them. To know how to do so, please see the Presence Supervisor Manual. You can
also export mailboxes (please refer to the Presence Administrator Manual).
Clear history logs, Event log and Changes: These options allow you to export and delete call
logs, mail logs, etc., by filtering by service and date.
The following information is stored in the system history logs:
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Logins and logouts of agents to and from the system
Start and stop times of work sessions of an agent
Start and stop times of work sessions in a service
Calls handled in a service
It is recommended to clear the history logs regularly in order keep the Presence system
repository database purged.
Note, however, that clearing system history logs implies that the corresponding data for
Presence Supervisor reports is deleted, including information about agent logins and logouts,
service productivity, agent productivity, outbound records, and mailboxes. To avoid losing this
information irrevocably, it is recommended to export the history logs to a Microsoft Access
database file.
For more detailed information about these features, please refer to the Presence
Administrator Manual.
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4. About Presence Technology
Presence Technology is a worldwide leading provider of Multi-Channel Contact Center
solutions. Presence solutions enable Contact Centers to optimize resources and improve
communication process efficiency. Presence’s goal is to provide the best customer experience
in the communication channel of their customer’s choice.
Presence works as a standalone solution or in tandem with your existing PBX to simplify
communication between businesses and their customers without significant equipment
changes or costly upgrades. The Presence solutions can extend the life of your Avaya system
by adding outstanding multi-media communication channels to their voice only ACDs.
Presence “best-in-class” usability will give your Contact Center a clear competitive advantage
and lowest TCO. Our award winning software solutions are consistently recognized for quality
and innovation, most recently receiving the Unified Communications Product of the Year
Award from Internet Telephony and the “Visionary” 2013 Gartner Magic Quadrant for CRM
Web Customer Service Applications. Presence has a portfolio of global clients serviced by a
team of highly skilled professionals, and a network of strategic partners in North America,
Latin America, Europe and Africa supporting their efforts around the world.
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