CCC Delta Server
Contents
1. sit k veisi 6 I ICC OKS A Nna mlk 4 S SESSIO TEO van s ila ad dore 9 Settings Baud RAG ne aie A A testasi 6 O 6 o O A 7 CCC Delta Server User Manual 40DHB0002USBH Issue 1 11 14 2001 Page 10 Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya This confidential document is the property of Avaya and without its prior written consent may not be disclosed to a third party nor copied Any comments or suggestions regarding this document should be sent to gsspublishing avaya com Copyright 2001 Avaya Avaya Global SME Solutions Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Email contact avaya com Web http www avaya com CCC Delta Server User Manual 40DHB0002USBH Issue 1 11 14 2001 Page 112. or the name of the IP Address are changed it is essential to reconnect to that Delta Server 1 Click Find from the Find Server screen select the required Delta Server then click Connect If the required Delta Server is not listed then click Advanced select one of the options then click Search From the available telephone systems select the appropriate one and then click Connect 5 Once the Delta Server is connected to the telephone system click Save Event Viewer Settings Session Info Comms Event Viewer System Log To File License Info Language Message Contral Agent Event Viewer You can select the events that you wish to monitor For further information see Event Viewer Tab on page 5 CCC Delta Server User Manual 40DHB0002USBH Issue 1 11 14 2001 Page 6 Delta Server Settings Tab System This screen displays the Auto Reset Time and the Delta Server name Auto Reset Time This is solely used by the CCC Module applications namely the Call Center View If you change the Reset Time within the Call Center View application then the Reset Time within the Delta Server is changed automatically Autos Reset Time enables you to set the time at which Today and Daily statistics are automatically reset The time is displayed in Hour Minute Default time is set to 12 01 A M 01 minute past midnight To alter the time highlight each field individually enter the required value and then click Set Delt
3. AVAYA CCC Delta Server User Manual Contents Contents BES ENE cara aa E EE 3 o Po 3 kaunching Dela Selina sa 4 VOTE VIEWS AA e O A 5 A oa F rere i ee nee ee eee 6 SESSIO IHIRTO WC DE re tae e e tease dase a nel 9 GE REE ER nD Err OT Be Ee a Re Sen TE Ne me Sa Pe ene vEan 10 CCC Delta Server Page 2 User Manual 40DHB0002USBH Issue 1 11 14 2001 Delta Server Introduction Delta Server Introduction The Delta Server receives the telephone system call data via the LAN The Delta Server is a component to which all the CCC modules connect It is able to support up to 80 simultaneous client connections and consists of software that ensures every activity on the telephone system is passed through to these modules An example of an activity could be that an agent has logged on which would clearly impact the real time Call Center View and the Wallboard Manager software The Delta Server additionally holds a model of the telephone system such that each time a new Compact Contact Center Module is started it may synchronize itself with today s data thus ensuring consistency between clients irrespective of when they were started CCC Delta Server User Manual 40DHB0002USBH Issue 1 11 14 2001 Page 3 Delta Server Launching Delta Server Launching Delta Server Ensure the Delta Server has established connection with the telephone system Every time the Server PC is switched on the Delta Server starts up a
4. a Server Name It is recommended that this not be changed Log to File You can save the messages received by the Delta Server to a file The default path name is C ccc DeltaServer dssystem log Event Viewer Settings Session Info Comms Event Viewer System Log To File License Info Language Message Control Agent License Info This screen displays the number of licensed Agents within the CCC Modules Total Available This indicates the total number of agent licenses Number Remaining Number remaining As agent logs on the number decreases Language You can change the language setting of the Delta Server The default language is English UK To change the language click on the required language button CCC Delta Server User Manual 40DHB0002USBH Issue 1 11 14 2001 Page 7 Delta Server Settings Tab Message Control Time in Activity TIA are messages that are produced by the Delta Server which are subsequently transmitted to the Archiver When an option is selected M the action has been enabled Iv Agent TIA s Enabled Suppresses the generation of TIAs for Agent Groups respectively This will affect Agent Activity trace i e you will not be able to see how long agents are in state TI Trunk Group TIA s Enabled Enables the generation of TIAs for Trunk Groups respectively Selective ISMDR Suppression On Enables disables internal SMDR reports historically A CCC Delta Server Version 3 2 Al ES Del Sv
5. ast Number Dialled 213 213 NOC Switch State 0000000007 214 NOC Switch State 0000000006 213 NOC Switch State 0000000000 1 03 Dan 214 BOC 0000000000 The information on the screen is Del Svr Name A unigue name to identify the Delta Server that is displayed in the Find Server screen when starting a CCC Module application Comms Status This indicates the status of the link between the Delta Server and the telephone system There are three statuses Init Comms Comms Restored and Comms Failure Init Comms Indicates Delta Server is initializing and has established communication with the telephone system this happens every time you start the Delta Server Comms Restored Indicates the connection between the Delta Server and the telephone system is established Comms Failure Indicates communications link between the Delta Server and the telephone system has been terminated Site Name This identifies the Customer site name Customer s site name is automatically obtained from the license file Note Do NOT change the Site Name If the Site Name is altered then the Delta Server will not function correctly User Manual Page 4 CCC Delta Server 40DHB0002USBH Issue 1 11 14 2001 Delta Server Event Viewer Tab CCC Delta Server 40DHB0002USBH Issue 1 11 14 2001 Event Viewer Tab The Event Viewer displays communication between the Delta Server and the CCC Module Clie
6. he application s connected to the Delta Server A total of 80 applications can be connected to the Delta Server Session Number The number of the application Info The following information is provided as each application is connected to the Delta Server CCC Delta Server Session Type Indicates the name of the application that is connected Machine Name The name of the PC hosting the application UE s Required Yes No Indicates whether a session has requested Unsolicited Events Nbr of Re Trans 0 10 Indicates how well the application is responding to probes from the telephone switch Nbr Consumed Lics Indicates the number of Licenses consumed Licenses Consumed List in pairs of consumed licenses PC Wallboard Licenses Number of Active PC Wallboard License s used in this session A CCC Delta Server Version 3 2 Del Svr Name DelSwr32 Comms Status Comms Restored Site Name Avaya Event Viewer Settings Session Info Session Session Number 1 A Info Session Type Machine Name UE s Required No Nbr of Re Trans O Nbr Consumed Lics O Licenses Consumed PC Wallboard Licenses 0 User Manual 40DHB0002USBH Issue 1 11 14 2001 Page 9 Index Index C Call Center Modules uu ai h 3 COS Lale aa lea smuk G 4 Comms Restored s 3as noss sissi des 4 D DSA SSI VOI miusta was esm semmitssv ikyt to see vesi iuletsi 3 F SS a mai kes
7. nt application s It can also show messages received from the connected CCC modules By default Event Viewer displays Error Messages Certain Events will always be displayed even if you have not selected any specific options for viewing Such Events are Comms Failure License Requests Message Routing Failure To change the Event Viewer Selection 1 From the Settings tab select the Event Viewer tab 2 Click to select the required Event 3 To clear the messages displayed on the Event Viewer screen click Clear Screen Note The more fields you select the slower the Delta Server will run paN CCC Delta Server Yersion 3 2 _ Of x Del Svr Name DelSwr32 Comms Status Comms Restored Site Name Avaya Event Viewer Settings Session Info Comms Event Viewer System Log To File License Info Language Message Control Agent Event Viewer Selector Timer M Error Iv CTI Msg IV Initialise Y Delta Info FT Rl Msg Network Server Client Msg Clear Screen User Manual Page 5 Delta Server Settings Tab Settings Tab The Settings tab enables you to configure the Delta Server The options available are as follows Comms This screen displays details of the telephone system to which the Delta Server is connected The details are PC Name This indicates the system name of the telephone system Instance This is the IP address of the telephone system If the PC name and
8. r Name DelSwr32 Comms Status Comms Restored Site Name Avaya Event Viewer Settings Session Info Comms Event Viewer System Log To File License Info Language Message Control Agent Message Control A AAA A M Trunk Group Tl4 s Enabled Selective ISMDA Suppression On Note Disabling the generation of TIA s will reduce the amount of data stored in the Archiver database However it should also be noted that this would disable Time In State fields for respective groups on historical reports Agent Agent Tab enables disables the reporting of the Individual Agent s statistics Real Time as well as Historic During the Delta Server installation you are prompted whether you wish to Display Agent Details If you select the No option then the Individual Agent details will not be displayed in either real time screens or historic reports 1 To display the Individual Agents Details click Toggle An alohanumeric character is displayed 2 You need to log on to the Avaya BusinessPartner s web site This will generate a License Key for the additional functions 3 From the Agent Tab type the License key and then click Change Note This feature is designed solely for the German Market and is only active if German is the selected language for installation CCC Delta Server User Manual 40DHB0002USBH Issue 1 11 14 2001 Page 8 Delta Server Session Info Tab Session Info Tab This displays t
9. utomatically However you can start the Delta Server by performing the following Click the Start button on the Windows Taskbar Point to Programs Point to StartUp Click on Delta Server In Windows NT there are two Start Up groups Use the lower option The following screen appears paN CCC Delta Server Yersion 3 2 sl ES Del Svr Name DelSwr32 Comms Status Comms Restored Site Name Avaya 9617 Name 9618 Name 9619 Name 9620 Name 9621 Name 9622 Name 9623 Name 9624 Name RAS Channel 17 External Dn RAS Channel 18 External Dn RAS Channel 19 External Dn RAS Channel 20 External Dn RAS Channel 21 External Dn RAS Chamel 22 External Dn RAS Channel 23 External Dn RAS Channel 24 External Dn 0000009617 Status 0000009618 Status 0000009619 Status 0000009620 Status 0000009621 Status 0000009622 Status 0000009623 Status 0000009624 Status 0C 0C 0C 0C 0C 0C 0C 9625 Name RAS Channel 25 External Dn 40000009625 Status 0C 9626 Name RAS Channel 26 External Dn 0000009626 Status 0C 11 17 58 Dn 9627 Name RAS Channel 77 External Dn 0000009627 Status 06 11 17 58 Dn 9628 Name RAS Channel 28 External Dn 0000009628 Status 0C 9629 Name RAS Channel 29 External Dn 0000009629 Status 0C 211 MSTT Logged Off 0000009030 NOC Switch State 0000000000 214 NOC Switch State 0000000001 214 L
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