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What are the requirements to use Agent Browser UI?

Environment:

Agent Browser User Interface (BUI)
Oracle B2C Service

Resolution: 

For supported browsers, see the Oracle Software Web Browser Support Policy at https://www.oracle.com/middleware/technologies/browser-policy.html

For lists of browsers currently supported by an OEM**** 

Google Chrome: Please visit the Google Chrome FAQ for a description of the Chrome support policy.

Mozilla Firefox: Please visit the Mozilla FAQ for a description of the Firefox support policy.

Microsoft Browser: Please visit https://docs.microsoft.com/en-au/deployedge/microsoft-edge-support-lifecycle and  https://support.microsoft.com/en-us/help/30881/modern-lifecycle-policy for details.

Network Requirements 

Bandwidth:

Data payloads of the application differ greatly depending upon the implementation. Data requests and responses are also directly related to agent activity types and usage. Since transaction times will be directly proportional to the bandwidth available to the application; regular bandwidth utilization monitoring should be done in production environments to facilitate the tuning of the amount of bandwidth provisioned and its optimal utilization.

For satisfactory performance, a high-speed Internet connection is required. Dial-up connections are not supported.

The information below provides general guidelines for the network bandwidth to the Internet for the Oracle B2C Service application. Please also consider other application requirements and general user Internet use when determining overall bandwidth needs.

As a recommended minimum, 25kbps (kilobits per second) should be dedicated per concurrent logged in agent.

Application averages show that payload requests can range from 1-50KB each, with maximums reaching 100KB - 2MB. Single agent utilization may average 1-10kbps in five minute intervals, but may burst well beyond this in shorter intervals.

If your network utilizes a private WAN (typically over multiple call centers) specified bandwidth must be available throughout the entire network path; that is from the Internet to the Private WAN to the LAN and to the agent’s workstation.

Round Trip Time (RTT):

Your network connectivity to the Oracle data center (either Internet or private WAN) must consistently provide less than a 250 ms round trip time (RTT) and less than 1% packet-loss. Where possible, your IT/IS staff should work to minimize WAN / Internet latency to ensure proper application performance.

Network Appliances (including Proxy Devices, Firewalls, and Content Filters):

The customer network administration team must ensure that all communication between the Oracle B2C Service application and the Oracle hosted servers is allowed, in an unrestricted manner, through all levels of the customer network. All network appliances must be configured to allow all traffic between the client workstations and the following domains to occur in an unrestricted manner:

*.custhelp.com
*.rightnowtech.com
*.rightnow.com 
*.oracle.com
*.oraclecloud.com
*.rnengage.com
*.estara.com (For Engagement Engine)

Applicable network appliances include the following (but are not limited to):

• Gateways
• Routers
• Hubs
• Bridges
• Switches
• Proxy Servers
• Firewalls
• Load Balancers

Important notes: 

• Firewalls must be configured to allow traffic on HTTPS port 443 for the domains listed above.
• Proxy servers must be configured with authentication and caching exclusion rules for each of the domains listed above.
• Deployment will not occur successfully when Proxy authentication other than NTLM is in place.
• If using Chat service, note that your proxy server must not recognize any of the Oracle Service Chat packets entering or exiting your network.
   

Customers using HTTP / IP proxy devices, either directly or indirectly, must ensure that these devices are configured to exclude Oracle B2C Service application traffic from any caching/inspection operations. These devices include but are not limited to:

• Traditional proxy server (PC server or dedicated appliances)
• Content caching/acceleration devices
• Local content filtering/inspection appliances, including IPS( Intrusion Preventions Systems) devices. 
• Hosted content filtering and inspection services, including anti-virus Internet security applications.

Quality of Service (QoS) Packet-Shaping Policies:

If your networks have QoS / packet-shaping policies implemented, the Oracle B2C Service application should be considered a performance-sensitive application and accordingly given appropriate priority to ensure maximum performance.

If your organization has not instituted QoS/packet-shaping policies, you should consider the economic advantages of grooming network traffic to provide priority applications, such as your Oracle B2C Service application, sufficient access to network resources. Whenever possible, customer LAN / WAN connectivity should be groomed to match generally-accepted VOIP standards of:

• Less than 250ms round trip time (RTT),

• Less than 5% latency jitter,

• Near-zero packet-loss,

• Appropriate / consistent Layer-2/3 QoS policing.

Wide Area Network / Internet Load Balancing:

Wide area network (WAN) and internet load balancing must be performed in a per-session manner for Oracle B2C Service traffic. Per-packet load balancing often leads to out of order packet delivery which will result in degraded performance of your Oracle B2C Service application and may destabilize the application.