Installation Manual for
ViciBox v.8.1
http://www.vicibox.com/
Foreword
Some basic Linux skills and general IT
knowledge is assumed throughout parts of this document. For
this reason, this guide does not cover topics
such as basic networking, CD burning, partitioning scheme
design, varying infrastructure methodologies,
validity of install, and other unmentioned topics or
variations of installation. To find out more
about any of the steps in this document, or to learn more
about any particular ViciBox install or
ViciDial setup, we suggest you search and ask questions on the
ViciDial forums at
http://www.vicidial.org/VICIDIALforum/. In addition, you can find more
information with regards to Linux, OpenSuSE,
and other general topics by using Google and/or the
official OpenSuSE Leap v.42.3 documentation
located at https://doc.opensuse.org/opensuse.html
ViciBox is a self-contained installation CD
based upon the OpenSuSE v.42.3 Linux distribution. It
includes both online as well as offline
installation capabilities. It is packaged as a LiveCD that can be
used as an installation medium, rescue disk,
or hardware testing resource.
Paid Support is available through the
ViciDial Group (www.vicidial.com) to help with any portion of a
ViciBox or ViciDial installation. Custom
development of both ViciBox and ViciDial are offered
through the ViciDial Group as well.
Alternatively, if the prospect of installing
and maintaining your own ViciBox/ViciDial installation
seems too daunting, the ViciHost
(www.vicihost.com) service is available to give you all the features
and benefits of ViciDial without having to
maintain physical servers or worry about installing and
updating ViciBox
As of the writing of this document the
current version of ViciBox is v.8.1.2. It is built with the
following software and features :
• OpenSuSE
Leap v.42.3
• Kernel
v.4.4.155
• Asterisk
v.13.21.1-vici
• DAHDI
v.2.11.1
• LibPRI
v.1.6.0
• Amfletec
VoiceSync v.1.3.8
• OpenR2
v.1.3.3 for MFC/R2 supporting
• ViciDial
SVN v.2.14-689a build 180922-0958 revision 3035
• Automated
G729/G723 codec installation with internet connectivity
• Integrated
firewall with VoIPbl.org and White/Dynamic/Black IP ACL
• CertBot
set-up script to generate valid LetsEncrypt.org SSL certificates
• WebRTC
ViciPhone ready
Hardware Recommendations
and Dimensioning
The recommended minimum hardware
specifications for ViciDial is as follows :
• Quad-Core
CPU 2.0+Ghz
• 4+ GB
RAM
• 160+ GB
RAID-1 Hard Drive setup
A ViciBox “Express” system consists of all
major roles including Database, Web, and Telephony
server. Using the minimum hardware
specifications listed above, this would be well suited for a call
center up to 15 agents doing outbound calling
with call recordings at a 4:1 ratio. When used for
inbound the same minimum hardware specifications
are acceptable for up to 25 agents. Please note that
the figures presented are a conservative
guideline and that your actual system capacity is heavily
determined by the number of agents, number of
leads, concurrent call count, dialing ratio if applicable,
campaign settings, and the general capacity
of the hardware. It is for this reason that additional
specifications were provided should you run
into any minor load issues. Particular attention should be
paid to the size of the hard-drive(s) installed
in the system if you record your calls. The most frequent
issue new customers experience is a crashed
server due to the hard drive filling up with recordings.
Clustering is where multiple individual
servers perform specific roles within ViciDial. Those roles are
Database, Web, Telephony, and Archive server.
Clustering should generally be used for an install
consisting of more then 20 outbound agents or
30 inbound agents. If you do not know or are unsure of
whether you should perform a clustered
install please consult with the free community-based ViciDial
forums or paid-for ViciDial Group for
support. Please be prepared to explain your planned installation
including number of agents, call type
(Outbound/Blended/Inbound), expected dialing ratio or
concurrent call volume, archival
requirements, and any other unique processes or requirements you
may have. This will help generate an accurate
answer to your questions.
Clustering of the Web and Telephony roles in
vicidial is done horizontally. This means that as your
capacity grows you simply add more servers to
your cluster to compensate. A cluster should always
start with at least one dedicated Telephony
server and a combination Database and Web server. If your
total agent capacity will be less then 50 agents
then you can use the optional server specifications
provided under the “Compatibility and
Prerequisite” section for your Database. All other clustering
options should use one of the
database-specific specifications listed under the “ViciBox Cluster”
section. All Web and Telephony servers just
need to adhere to the base specifications listed under the
“Compatibility and Prerequisite” section.
In general, you can expect to get 25 outbound
agents dialing 4:1 ratio or 50 inbound agents with 100
concurrent lines on a dedicated Telephony
server using the standard hardware specification. It is
recommended to use the optional specification
for recording long call durations or inbound call centers.
A dedicated Web Server will handle
approximately 150 agents using the standard hardware
specification. When more then one web server
is used it is recommended to configure a third machine
to act as a load-balancer for the agent
interface between the multiple web servers. The agent will
initially go to the load balancer to log in
and then be redirected to one of the back-end servers.
Configuration of the load balancer is done
through the use of the mod_proxy_balancer module in
Apache and is not covered by this document.
There are many examples and walk-throughs available by
searching the internet. Alternatively, the
ViciDial Group can install and set-up a load balancer for you
through paid support options.
Phase 1 – OS
Installation
1. Download the current ViciBox ISO from http://download.vicidial.com/iso/vicibox/server/
2. Burn ISO to CD/DVD or USB thumb drive and
boot from it.
3. At the boot screen, select “ViciBox_v8_1”
and press ENTER to boot the ViciBox live CD.
4. At the login prompt type in ‘root’ and
press ENTER.
5. As the password prompt type in ‘vicidial’
and press ENTER.
6. To begin the OS installation type
‘os-install’ and press ENTER. If
you wanted to do anything
prior to OS installation you would do that before
completing this step.
7. At the license screen press ALT-N to
select ‘Next’ and move to the next screen.
8. To change the Region press ALT-E and use
the up and down arrow keys to select the proper
Region.
9. To change the Time Zone press ALT-Z and
use the up and down arrow key to select the proper
Region.
10. Verify that the selected Region and Time
Zone are correct and press ALT-N to select ‘Next’ and
move to the next screen. The Region and Time Zone should be set for the server’s
physical
location, not the location of the agents.
11. To accept the default partitioning scheme
press ALT-N to proceed to the next screen. By
default
the partitioning scheme assigns 4GB to swap and the rest
to / (root). If there is a second drive,
like an SSD, that is to be used solely for database
access it would need to be mounted under
/srv/mysql
12. Type in the new root password and press
the TAB key to move the cursor down to the Confirm
Password field. The default root user password is ‘vicidial’. The TAB key
can be pressed
multiple times to cycle through the fields.
13. Re-type the password in the Confirm
Password field to verify it. DO
NOT LOSE OR FORGET
THIS PASSWORD OR YOU WILL NOT BE ABLE TO LOG INTO THE
SERVER’S
OPERATING SYSTEM IN THE FUTURE.
14. Press ALT-N to select ‘Next’ and move to
the next screen.
15. If the system determines that the entered
root password is not a high security password it will
prompt you to verify you want to use that
password. Using the TAB key make sure ‘Yes’ is
highlighted and then press the ENTER key to
proceed to the next screen.
16. An installation summary screen will show
you the configured install options. If there are no
changes to be made to the installation
options presented, press ALT-I to start the installation
process. EVERYTHING
AFTER THIS STEP WILL RESULT IN THE SERVER BEING
FORMATTED AND ALL DATA ON IT BEING LOST.
17. To confirm the start of the installation
process press ALT-I again. EVERYTHING AFTER THIS
STEP WILL RESULT IN THE SERVER BEING FORMATTED AND ALL
DATA ON IT BEING
LOST.
18. When prompted, use the TAB key to select
‘Reboot Now’ and then press the ENTER key. The
CD/DVD or USB thumb drive can be removed at this step.
19. After rebooting type ‘root’ at the login
prompt and press the ENTER key.
20. At the password prompt type in the ‘root’
password from step 12 and press the ENTER key.
Upon successful login you should see a red
prompt that says ‘vicibox81:~ # _’ with the underscore
blinking. This is the ‘root’ prompt and where
you should begin Phase 1.5 and Phase 2 installations. If
you have other set-up tasks to do you can do
those at this time. Phase 1.5 includes some recommended
and optional set-up tasks that can be
performed prior to the final Phase 2 installation of ViciDial.
Phase 1.5 – Recommended
and Optional installation steps
Network Configuration – HIGHLY RECOMMENDED
1. If not already please login as the ‘root’
user to get to the root prompt. Steps
19 and 20 from the
Phase 1 installation instructions cover how to login as
the root user.
2. Type ‘yast lan’ and press the ENTER key to
start the network configuration. Optionally,
you
can type ‘yast’ and navigate to the network configuration
by going to System → Network
Settings.
3. Using the TAB key, press it until the
network card is highlighted. If
you have multiple network
cards, use the up and down arrow keys to select the
proper network card to configure.
4. Press ALT-I to edit the configuration of
the selected network interface.
5. Press ALT-T to select ‘Statically assigned
IP Address’. All servers in a ViciDial cluster should
have a statically assigned IP.
6. Press ALT-I or the TAB key to move to the
‘IP Address’ field.
7. Enter the IP Address for this network
interface. This IP is determined by your network
environment and is beyond the scope of this installation
guide.
8. Press ALT-S or the TAB key to move to the
‘Subnet Mask’ field.
9. Enter the Subnet Mask for your network
environment. The subnet mask can be entered in either
dotted notation (A.B.C.D) or CIDR notation (/XX).
10. Press ALT-G to view the General settings
for this network interface.
11. Press ALT-X to change the Firewall Zone
for this network interface.
12. Using the Up and Down Arrow keys, select
the ‘Internal Zone’ for the network interface if it is
not directly attached to the Internet or
‘External Zone’ if it is directly attached to the Internet.
For example, if the IP address for this server is an
RFC1918 private IP like 192.168.X.Y or
10.X.Y.Z then this should be considered an Internal Zone
connection.
13. Press ALT-N to accept the configuration
changes and return to the Network Settings screen. If
you have multiple network interfaces to configure you can
repeat steps 3 through 12 for each of
the additional interfaces. Network configurations can be
complex and consulting a qualified
network technician is recommended if there is any doubt
as to what settings to use.
14. Press ALT-S to configure the Hostname and
DNS settings.
15. Press ALT-T or the TAB key to move to the
‘Hostname’ field.
16. Enter the unique Hostname for this
server. All servers MUST have a unique 16-character
or
less hostname for a clustered installation to install
properly. The recommended naming
convention is to use DBX, WebX, and DialX where X
represents the numerical sequence of that
server. For example, the first Telephony server would be
Dial1, the second Dial2, etc. The web
servers would be web1, web2, etc. Please avoid arbitrary
names like ‘Zeus’, ‘Batman’,
‘Lemonade’, etc.
17. Press ALT-D or the TAB key to move to the
‘Domain Name’ field.
18. Enter the Domain Name for this server. The domain name ‘vicibox.local’ can be used if a
domain name is not known or not set-up in the current
Network Environment.
19. Press ALT-1 or the TAB key to move to the
‘Name Server 1’ field.
20. Enter the primary DNS server for your
network. This will typically be the IP address the
router
if you are using a private IP, or the DNS servers for
your ISP if you are not. The ip ‘8.8.8.8’ can
be used if the primary DNS server is not known or
provided.
21. Press ALT-2 or the TAB key to move to the
‘Name Server 2’ field.
22. Enter the secondary DNS server for your
network. This will typically be the DNS server from
your ISP. The ip ‘4.2.2.1’ can be used if the primary DNS
server is not known or provided.
23. Press ALT-U to change to the Routing
screen.
24. Press ALT-F or the TAB key to change to
the ‘Default IPv4 Gateway’.
25. Enter the Default Gateway for your
network. This will typically be the router’s IP if the
server
is configured with a private IP address or the gateway as
provided by the ISP if it’s directly
attached to the network.
26. Press ALT-O to select ‘OK’ and save the
network configuration. This will cause the
network to
reload and the changes to become active. It is possible
during this step that the network will not
reload cleanly. To prevent this issue from causing any
problems it is recommended to reboot the
server prior to the Phase 2 ViciDial installation.
27. Once back at the root prompt, type ‘ping
-c6 google.com’ and verify that the server is properly
able to ping out onto the internet.
In addition to basic network configuration,
you can configure the built-in firewall by typing ‘yast
firewall’. This interface will allow you to
open ports and selectively allow access for certain IPs. This
will not configure the ViciBox Firewall
(VB-firewall.pl) but will allow static firewall entries.
Install Updates – RECOMMENDED AND REQUIRES
INTERNET CONNECTIVITY
1. If not already please login as the ‘root’
user to get to the root prompt. Steps
19 and 20 from the
Phase 1 installation instructions cover how to login as
the root user.
2. Type ‘zypper ref’ to refresh all installed
repositories for the latest packages.
3. Type ‘zypper dup -y’ to install updated
packages and any package changes. This
step might take
a while depending upon the age of the installed ViciBox
image and the speed of your internet
connection.
4. After the updates are done installing,
type ‘reboot’ to reboot the server and load and newly
updated software.
Switch to Asterisk v.11 – OPTIONAL BUT REQUIRED IF
INSTALLED SVN IS UNDER 2960
1. If not already please login as the ‘root’
user to get to the root prompt. Steps
19 and 20 from the
Phase 1 installation instructions cover how to login as
the root user.
2. Type ‘vicibox-ast11’ and press the ENTER
key to begin the switch to Asterisk 11. This
should
ONLY be done prior to Phase 2 ViciDial installation.
Doing this on a configured server will
cause that server to no longer work properly with
ViciDial.
Install LetEncrypt/Certbot SSL – OPTIONAL FOR WEB AND TELEPHONY
SERVERS
1. If not already please login as the ‘root’
user to get to the root prompt. Steps
19 and 20 from the
Phase 1 installation instructions cover how to login as
the root user.
2. Type ‘service apache2 start’ to start
apache for the verification process.
3. Verify that your Fully Qualified Domain
Name is properly pointing to this server by going to
http://<FQDN> and seeing if you browser
says “It Works!”.
4. Type ‘vicibox-certbot’ to start the
simplified CertBot setup wizard.
The CertBot verification will only work if
this server has a Fully Qualified Doman Name (FQDN)
properly pointed to it. If your network
environment is complex enough where a public FQDN cannot
be mapped to your server publicly then it is
recommended to use a conventional SSL provider.
Change ‘root’ user password – OPTIONAL (READ
COMPLETELY FIRST)
1. If not already please login as the ‘root’
user to get to the root prompt. Steps
19 and 20 from the
Phase 1 installation instructions cover how to login as
the root user.
2. Type ‘passwd’ at the root prompt.
3. Type in the new root password and then
press the ENTER key
4. Verify the new root password by typing it
in again and then pressing the ENTER key
DO NOT LOSE THIS PASSWORD! It is always
needed for any sort of support (remote or otherwise)
that needs to be done at the Operating System
level. It is not trivial to recover a lost root password and
requires someone to physically be at the
server or using an IP-KVM during the recovery. It is
recommended to chose a root password that is
more of a phrase then a single word. Avoid choosing
passwords that are overly complex, random, or
hard to remember. Such passwords end up being written
down on a piece of paper and shoved in a
drawer or taped to the front of a server. An example of a pass
phrase would be “ThisIsViciBox!”.
It is recommended to use 12 or more
characters in your root password. None of the passwords used in
this document should be used on a server that
is directly connected or exposed to the internet. All
alphanumeric characters (A through Z and 0
through 9) are valid in a root password along with the
special characters @=/+-!~
Phase 2 – ViciDial
Installation
There are two different types of ViciDial
installations. The first one is an ‘Express’ install which is
primarily used for a single server
installation. The second type is a ‘Cluster’ install which is where
ViciDial is using multiple servers to
function. The actual installer is the same for both options but the
‘Express’ install has predetermined settings
given to the installer making it the least involved to set-up.
For a new ViciBox/ViciDial admin it is
recommended to start with an Express install to familiarize
yourself with the installation process. If
there is a possibility that within the next month or two after
install the server might grow beyond
supporting 20 agents it is recommended to start with mutliple
servers and do a ViciDial cluster. An express
install can be migrated to a cluster install at a later time
but the it takes a bit of knowledge and
understanding of how the back-end processes of ViciDial work.
ViciDial Express Installation
1. If not already please login as the ‘root’
user to get to the root prompt. Steps
19 and 20 from the
Phase 1 installation instructions cover how to login as
the root user.
2. At the root prompt type ‘vicibox-express’
and press the ENTER key. This will start the
installation wizard. Follow the prompts to continue
installation.
3. After the installation has finished, type
‘reboot’ and press the ENTER key to reboot the server.
You should carefully examine the output of the installer
to make sure that it installed properly.
Do not assume that just because it finished it had
successfully installed.
4. From a web browser on a desktop type in
the IP Address of FQDN of your server and press the
ENTER key.
5. If the installation was successful you
should see the ViciDial Welcome page.
ViciDial Cluster Installation
1. If not already please login as the ‘root’
user to get to the root prompt. Steps
19 and 20 from the
Phase 1 installation instructions cover how to login as
the root user.
2. On the database server at the root prompt
type ‘vicibox-install’ and press the ENTER key. This
will start the installation wizard. Follow the prompts to
continue installation making sure to
indicate that this server is the DataBase. If using any
custom database settings please write
them down for later reference on the Web and Telephony
servers.
3. If you have a database slave server,
please login as the root user on the slave server. Steps 19
and 20 from the Phase 1 installation instructions cover
how to login as a root user.
4. On the slave server at the root prompt
type ‘vicibox-install’ and press the ENTER Key. This
will start the installation wizard. Follow the prompts to
contiue and make sure to select Expert
Options and indicate that this is a slave database
server. If you used any custom database
configurations from Step 2 you will need to input them
here.
5. Once the database(s) has finished
installing, please login as the root user on the Web server.
Steps 19 and 20 from the Phase 1 installation
instructions cover how to login as the root user.
6. On the Web server at the root prompt type
‘vicibox-install’ and press the ENTER key. This
will
start the installation wizard. Follow the prompts to
continue installing and make sure to
indicate that this server si the Web server. If you used
any custom database configurations from
Step 2 you will need to input them here.
7. Repeat step 4 for any additional Web
servers you might have.
8. If you will be using a ViciBox server for
an Archive server, please login as the root user on the
archive server.Steps 19 and 20 from the Phase 1 installation
instructions cover how to login as
the root user.
9. On the archive server at the root prompt
type ‘vicibox-install’ and press the ENTER key. This
will start the installation wizard. Follow the prompts to
continue installation and make sure to
indicate that this is an Archive server. If you used any
custom database configurations from
Step 2 you will need to input them here.
10. Once the Web server has finished
installing, please login as the root user on the Telephony
server. Steps
19 and 20 from the Phase 1 installation instructions cover how to login as the
root
user.
11. On the Telephony server at the root
prompt type ‘vicibox-install’ and press the ENTER key.
This will start the installation wizard. Follow the
prompts to continue installation and make
sure to indicate that this is a Telephony server. If you
used any custom database configurations
from Step 2 you will need to input them here.
12. Repeat step 7 for any additional
Telephony servers you might have.
13. When all servers in the cluster have been
successfully installed it is recommended to reboot
them to load things cleanly.
When doing a cluster installation it is
possible to consolidate server roles during the install by inputting
the proper options into the vicibox-install
wizard. For example, if one server was going to be both the
DataBase and Web Server you would say Yes to
both the DataBase and Web Server questions during
the install. The recommended minimum cluster
installation is two server. One server to be the DataBase
and Web server and the second server to act
as a dedicated Telephony server.
Please refer to the ViciDial manual for
further instructions on logging into ViciDial and configuring the
various options. The default Admin user is
‘6666’ with a password of ‘1234’.
Please use caution when selecting ViciDial
passwords such as the phone registration password. If you
keep the passwords too simple you open
yourself up to hackers committing toll fraud through your
system. A secure password contains more then
8 characters and consists of one lowercase letter, one
uppercase letter, and one numeral. An example
of a secure password would be 'nebl6HE0u25a0Gt'.
Please DO NOT use this password, it is ONLY
an example. The default phone registration password
and server password has already been
randomized during the install. When changing them, please keep
the above secure password requirements in mind.
No comments:
Post a Comment