Firewall security for the real-time system 

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Firewall administration

Firewall administration for the real-time system varies from customer to customer. You must understand the ports and protocols that are used by the real-time software in order to properly configure your own firewall rules.

Firewall configuration

A firewall must be configured with an appropriate length of timeout on Transmission Control Protocol (TCP) connections. Many firewalls have a parameter that sets the maximum amount of time a TCP connection can remain idle before the firewall drops the session. Agents who have gone on break or stepped away from their desks can incur significant idle time and may lose their connection to the ICM server. If the firewall causes the TCP connection between the agent and the ICM server to be lost, the next call to the agent will be lost and the agent will be placed in the Auxiliary (AUX) work mode.

�Keep-alive� packet option

The real-time software offers the option of providing �keep-alive� packets between the agent PC and the ICM server. �Keep-alive� packets may be required to avoid firewall timeouts. This option is enabled by Avaya support personnel as necessary. If you have a problem with timeouts, contact the Helpline at 1-800-242-2121 to open a trouble ticket.