UNIVERGE BLUE® ENGAGE: Firewall Configuration Guide

This article describes how to configure a firewall for use with the UNIVERGE BLUE® ENGAGE solution, including details on network configurations, protocols, and special considerations for proxy servers.

Network Configuration

This section lists the CCA software Domains and IP addresses.

Canadian Datacenter Clients

Toronto:

HTTP Service Providers/Endpoints: https://pop0-ccaws.mycontactcenter.net/cca.ws/default.asmx
TCP Service Providers / Endpoints: pop0-ccans.mycontactcenter.net:443

USA Datacenter Clients

Virginia:

HTTP Service Providers /Endpoints: https://pop1-ccaws.mycontactcenter.net/cca.ws/default.asmx
TCP Service Providers / Endpoints: pop1-ccans.mycontactcenter.net:443

Seattle:

HTTP Service Providers /Endpoints: https://pop6-ccaws.mycontactcenter.net/cca.ws/default.asmx
TCP Service Providers / Endpoints: pop6-ccans.mycontactcenter.net:443

Virginia, Seattle:

HTTP Service Providers /Endpoints: https://pop8-ccaws.mycontactcenter.net/cca.ws/default.asmx
TCP Service Providers / Endpoints: pop8-ccans.mycontactcenter.net:443

Note: Ping traffic may be blocked. Ping requests to the above addresses may result in timeouts.

Protocols

The client application uses the following standard protocols to communicate user activity and presence status:

HTTP (port 80) and HTTPS (port 443) – Used to send user-initiated events such as sign-on/off and in-call status updates. These operate over TCP.
XMPP (port 5222) – Used for presence synchronization in CCA. This protocol enables real-time updates of user availability status.

Additionally, the client application establishes a special TCP connection to servers to receive server-initiated events, such as queue status updates and notifications of calls being transferred. By default, this connection uses TCP over port 443 (similar to HTTPS)

Important: Do not open the firewall for incoming traffic. The CCA client application always connects to servers on the Contact Center side, not the other way around. Once connections are established, information flows in both directions as needed.

Special Considerations: Proxy Servers

If there is a proxy server deployed within the network, and the firewall only accepts requests from the proxy, the client application must connect to the proxy server.

If Internet Explorer is installed, the application will use the settings configured for the browser. This makes deployment simpler. However, in some cases, it may be necessary to manually configure the proxy settings within the client application.

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