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Windows Operator Console Installation Manual

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1. Smith 201 Anne Jones David Peters Check All Clear All OK Cancel Help 2 Click OK to exit the CT Gateway Configuration 3 Click Configuration Console Connect this takes you to the first tab within Configuration Console Connect Console Queues 4 Click the Operator Groups tab This is the area in which you assign the Default Directory group to the Operator s Once the Directory Group has been assigned to the Operator s the Directory Group is displayed to the Operator when logged in F Console Connect Configuration Database Lab Config 5 x Bile Database Gonfiguration Reports Help Console Queues Operator Queues Operator Groups Console Call Filters Routing Tag Groups Break Hours M Operator Group Properties i RSA Operator 1 Available Groups Operator Groups Default Page 40 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual User Configuration 1 Click Configuration Users This area stores all type of users available within NEC Connect Server In order to create additional Operator User Accounts you should select the Agent Tab 2 Observe the Operator user account created by the Installation 3 Click New and select Console as Agent Type User parameters and an example of parameters to enter for the Operator User account are detailed below Parameter Name Login Name Passwor
2. Installation Manual Aspire Windows Operator Console Installation Manual Note The Windows Help program is no longer included in Windows Vista Installing the Server Side application also installs the Windows Help program This is only applicable when installing the Server Side application to Windows Vista 20a Click OK to install the Windows Software update Windows Help Program Windows Upd ate Standalone Installer Click OK te install the following Windows software update Update for Windows KB91 7607 20b Select I Accept to the License terms Sh Download and Install Updates amp Read these license terms 1 of 1 You need to accept the license terms before installing updates Update for Windows KB917607 PLEASE NOTE Microsoft Corporation or based on where you live one of its affiliates licenses this supplement to you You may use a copy of this supplement with each validly licensed copy of Microsoft Windows Vista All editions software the software You may not use the supplement if you do not have a license for the software The license terms for the software apply to your use of this supplement Microsoft provides support services for the supplement as described at www support microsoft com common international aspx Printable version I Decline I Accept Cancel 20c Click Close once the Installation 1s complete E Downoad and inatali Updates ma
3. Company Name Company Section Cost Centre 10 Allow the import to complete and select Close Directory Import Progress Directory Import 100 completed with D errors and 0 wamina g BREE ENE NERE RERE NERE RENE RRR tals gt Windows Operator Console Installation Manual Page 39 Pai Windows Operator Console Installation Manual Aspir e Assign the Directory to the Operator 1 Select the Directory Groups tab and observe the Default Directory Group The Default Directory Group consists of the Main Directory created in the previous step The Directory group features enables the Console Application to have flexible Directory groups to accommodate multi tenant multi department scenarios The Default Directory Group must be assigned to the Operator login otherwise the Operator will not be able view the Directory created in the previous step This section describes only utilizing the Default Directory Group Additional help on Directory Groups is available within the On Line Help of NEC Connect Administration NEC Connect Gateway Configuration Database Lab Config 0 x File Database Gonfiguration Reports Help Queue Priority Directory Settings Host Servers Resource Groups Resource Group Devices General Directory Configuration Main Directory Directory Groups CLITag DDITag Extemaicu Default m Directory Group Details Name Description Devices Available
4. Dial in Conversion Table Data Any DDI s required to be routed toward the Windows Operator Console Queues can be defined as in the following example The target number should be assigned to the Extension Group created previously Conv TBL Target No DialInName TRF Ope Mode 22 11 01 643100 600 Main 0 No TRFR Windows Operator Console Installation Manual Page 13 a Windows Operator Console Installation Manual Aspir e 20 06 Extension Class of Service Settings Each port used by the NEC Connect CT Server should be placed into an exclusive Class of Service This must also include any Operator extensions that log into the Windows Operator Console It is recommended to copy the existing Operator s extension s Class of Service into an exclusive area i e 14 thus retaining any existing items Operator Extension Ports Area Model Class No Mode2 8 Class No 20 06 01 l Note The above setting assumes that the Windows Operator Console is used in Mode 1 and all other modes Night Service Resilience in 2 8 NEC Connect CT Server Ports Mode1 8 Class No 20 06 01 300 315 20 11 Hold Transfer Class of Service Settings lt Enabling the following item disables Ring Inward Recall on the Aspire so as the NEC Connect CT Server controls all recall timers NEC Connect CT Server Ports Area FCTN Cls No Callback 20 11 20 1 On User Extension Ports Area FCTN Cls No Callback 20 11 20 1 On 20 10
5. Total LightUsage 1 Operator 1 2 2 l 2 2 Heavy Usage 2 Operators 2 9 9 20 PC requirements The Windows Operator Console is designed primarily as a Client Server based application requiring multiple PC s However where required 1 e a single position based Console with no MS TAPI 2 1 requirements the application can be installed to a single PC The Windows Operator Console consists of the following components in order to function correctly Aspire TSP Microsoft SQL Server MSDE NEC Connect CT Server NEC Windows Operator Console NEC Infrontia recommends installing the Server side application NEC Connect Server into a Client Server environment as described in example A It is recommended that the Aspire TSP and NEC Connect Server application be hosted on a standalone PC The Windows Operator Console software is then installed directly onto the Client PC s Under this configuration it is possible to install the Server side application onto a Client based Operating System such as Windows 2000 Professional Windows XP Professional or Windows Vista Business Enterprise Ultimate A Server Operating System is only required where client connections exceed 10 and or MS TAPI 2 1 application s are also required Under a single Operator position and where external CTI applications are not required it is possible to install all components to a Single PC This can be more cost effective than provid
6. ep i toite di Installation complete Note Where the Windows Help is already installed the following message will appear Click OK to proceed with installation Windows Update Standalone Installer mej The update does not apply to your system Windows Operator Console Installation Manual Page 25 Pai Windows Operator Console Installation Manual Aspir E 21 Once the Installation completes click the Finish button to exit s Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Operator ConsoleMyPhone v3 1 5 for NEC Infrontia Ltd has been successfully installed Press the Finish button to exit this installation Install This system must be restarted to complete the Installation Click the OF button to restart this computer Press Cancel to return to Windows without restarting Cancel On completion of the Server Side install the NEC Connect Server should be active on reboot of the PC See NEC Connect Server Startup for further details Page 26 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Windows Operator Console Installation Requirements The Easy Installation may also be used to install the Windows Operator Console onto Client PC s Before you install the Windows Operator Console you should ensure that the NEC Connect CT Server is installed and running For instructions on how to do this you should refer to previous sections
7. Call Answering Class of Service Settings The following items should be set only for class of service where the Windows Operator Console exists NEC Connect CT Server Ports Area FCT Cls Call Pickup Tel 20 10 04 0 Additional Programming Service Ports h In addition to the previous settings the Service Ports require additional configuration in order for them to be set in Headset mode This enables TAPI operation required for the Service Ports acting on behalf of the Operator Console for features such as Camp On 20 03 System Options for Single Line Telephone The following parameter defines the Headset ringing start time After this timer expires the following the SLT port going off hook the port switches to Headset mode 20 03 06 Page 14 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual 20 13 Class of Service Options Supplementary Options In an extension s Class of Service 1 enable or 0 disable an extension s ability to use Headset mode The following items should be set only for class of service where the NEC Connect CT Server ports exist NEC Connect CT Server Ports FCT Cls Headset Ringing 20 13 38 11 11 Service Code setup for setup entry operation Assign the Service Code for Headset switching 11 11 43 Enabling Service Ports As this example assumes you will be using Extensions 308 315 as your Service Ports you a
8. The appropriate number of Client Access Licenses should be included The operation of Microsoft TAPI requires that the Server and Client PC is a member of a Windows Domain An IT Administrator is normally required during the installation The backup procedure and virus defence is the responsibility of the customer Important No MS TAPI 2 1 applications are available whilst operating without a Server based PC and Domain This is due to the requirement for Server Operating System and Domain when hosting the Microsoft TAPI Server service The following PC specifications are recommended where a stand alone PC be implemented as documented in Example B Standalone PC CDRom _ _ ____ Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Microsoft Windows Vista Ultimate Microsoft Windows Vista Business Microsoft Windows Vista Enterprise Display SVGA 800 600 display card with correct drivers running Windows Small Fonts 17 Monitor or larger Highly recommended SoundBlaster compatible Sound Card and Speakers Note The above are the specification for a Standalone PC functioning with the Aspire TSP NEC Connect CT Server and NEC Windows Operator Console They may differ if you install additional applications A dedicated PC is recommended for this role Microsoft Small Business Server is not recommended as the Standalone PC Additionally Microsoft Small Bu
9. then OK to create Operator Login based on information supplied Windows Operator Console Installation Manual Page 41 Pai Windows Operator Console Installation Manual Aspir e Console Connect Configuration 1 Click Configuration Console Connect this takes you to the first tab within Configuration Console Connect Console Queues 2 The Queue Details tab is the area in which Operator Queues can be created amended deleted Operator Queues are the location in which calls are queued for the Operator The Queue can also be assigned to the Operator in order that any calls routed to the Queue are offered to the Operator to which they are assigned The Queue name is displayed within the Operator Application as calls are answered so a meaningful name may be helpful The Location Number corresponds to the Pilot Number of the STG created earlier in the Aspire Configuration section of the manual Following the example given Location number 600 corresponds to the Pilot Number of the first group Fi console Connect Configuration Database Lab Config iol xi File Database Configuration Reports Help Console Queues Operator Queues Operator Groups Console Call Filters Routing Tag Groups Break Hours Queue Details Queue Overtiow Operator Queue Properties mJ Forced Delivery Name Operator Longest Waiting Location 600 Gircular Delete New Update OK Cance
10. Operator Console Windows Operator Console Installation Manual Page 7 Pai Windows Operator Console Installation Manual Aspir e Example C Multiple Position Operator Console with MS TAPI 2 1 applications The following model may be used where multiple Position Operator Consoles and MS TAPI 2 1 applications are required Using this model it is necessary to supply a Server based PC Windows 2000 Server Windows Server 2003 The Server and Client PC s must also be a member of a Windows Domain this is a required environment for Microsoft TAPI Aspire NTCPU Etherhet Connector Server PC Client PC s AspireTSP NEC Windows Operator Console MS TAPI Server MS TAPI Client NEC Connect Server External CTI Application Page Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Getting Started Requirements The following PC specifications are recommended where a Client Server environment is implemented as documented in Example A and C Server Application PC 512Mb or more 20Gb Hard Drive with 500Mb Free disk space CDRom Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Intel Pentium 1 GHz or higher Microsoft Windows Vista Business Microsoft Windows Vista Enterprise Microsoft Windows Vista Ultimate Microsoft Windows 2000 Server SP4 Microsoft Windows Server
11. Server i eel fh File Configuration Help messeszezezeesezeoneneeneonesneenea Call Activity Calls Waiting Calls In Progress 0 12 0 M Agent Activity Connected Local Agents Connected Remote Agents 12 0 1 Server Status PBX Config Database Log Database Comms Connected Connected Connected Active NEC Connect CT Server NEC Connect CT Server Active Windows Operator Console Installation Manual Page 45 a Windows Operator Console Installation Manual Aspir e Licensing General Description By installing the NEC Connect CT Server a 45 Day evaluation period is created This enables all surrounding applications Windows Operator Console providing you with fully functional Software until the 45 Day evaluation period expires During this period it is recommended that you License the NEC Connect CT Server otherwise the surrounding applications Windows Operator Console will fail to function once the evaluation period expires Each installation of the NEC Connect CT Server generates a unique 8 digit Registration Code i e 1234ABCD You are required to send this Registration Code to NEC Infrontia where by Registration Keys be generated in order to License the NEC Connect CT Server The registration file is returned to the installation engineer who is then able to successfully register the NEC Connect CT Server Licensing Procedure Registration Request 1 Enter NEC Conne
12. by email the keys are attached in the email as an RGF file 1 Save the RGF file to a location of your choice 2 Enter NEC Connect Administration which is accessible under Start Programs NEC Connect NEC Connect Administration This is also accessible via Windows Desktop if the icon was added during installation 3 Click Help Registration to display Registration Information 4 Click Register the following is displayed Product Details Product Code CCODONXI 2 Call Connect Server Registration Code AA79E 6D2 Registration Key Serial No E _ Registration Key C Registration File 5 Click on the Registration file radio button 6 Click on Browse and browse to the location of the RGF file that you saved earlier 7 Select Open 8 Click on the Register button 9 Read the License Agreement s and select I Agree All modules should now be registered Windows Operator Console Installation Manual Page 47 a Windows Operator Console Installation Manual Aspir e Registration Keys Where it is not possible to receive the Registration information by file you may also enter the Registration keys manually 1 Enter NEC Connect Administration which is accessible under Start Programs NEC Connect NEC Connect Administration This is also accessible via Windows Desktop if the icon was added during installation 2 Click Help Registration to display Registration Information 3 Click Register the following
13. is displayed Register Product Details Product Code CCODONX1 2 Call Connect Server Registration Code AATIEEDZ f Registration Rey Serial No Registration Key f Registration File 4 Insert the Serial No and Registration Key 5 Click on the Register button 6 Read the License Agreement s and select I Agree 7 Repeat this process until all Serial No s and Registration keys have been entered The Software should now be registered On successful registration of the NEC Connect Server for use with the Windows Operator Console the following items will be listed under Registration Information Call Connect Server License Call Connect Server 25 Console User License Console Connect 1 User License Note The codes above assume you have purchased licensed a Single Windows Operator Console Note The NEC Connect CT Server should be stopped and started in order to apply registration keys immediately If the CT Server is not stopped started the registration keys are processed at midnight following successful registration Page 48 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Supplementary Options The following section contains additional information for running the Windows Operator Console These options allow for optimal running and should be followed where possible Updates relating to the Windows Operator Console and other CT
14. of this Manual Installation 1 Insert the Aspire Technical CD into the computer s drive 2 Click Start Run from the Windows Start Menu and Browse to lt cdrom drive gt Aspire Applications Aspire CTI Application Console and MyPhone setup exe where lt cdrom drive gt is your Cdrom Drive letter Note Where Windows Vista and User Account Control are used you must select Allow to proceed 3 The Computer will start the Installation Wizard prompting you with the following Welcome screen click next E Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Welcome to Operator ConsoleMyPhone v3 1 5 for NEC Infrontia Ltd Setup program This program will install Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd on your computer Itis strongly recommended that you exit all Windows programs before running this Setup Program Click Cancel to quit Setup and close any programs you have running Click Nest to continue with the Setup program WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law Cancel Windows Operator Console Installation Manual Page 27 Aspire Windows Operator Console Installation Manual 4 Read the ReadMe file carefully Click next to continue E Operator Console MyPh
15. step of the installation allows you to select the relevant Components This manual assumes a typical installation as in Example A under Server Client PC Requirements By default the Server Client radio button is selected for Client installation see Client Side Installation Select the appropriate components click next to proceed 2 Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Select Components Server Client W MSDE Disk Space Required Wi Create Folders and Databases Ok 60299 k W NEC Connect Server 60299 k TO MyPhone Server IIS must already be installed 10405k Disk Space Remaining E Console Operator 11490 k 26190084 k Destination Folder CAPROGRA TANECACall Connect Browse ize Installation Wizand Back Cancel MSDE Select By selecting MSDE a named instance of MSDE under name NEC is installed By deselecting this option it is possible to install the NEC Connect Server application with a standalone install of Microsoft SQL Server See Supplementary Options Create Folders and Databases Select By selecting the following option the installation generates the relevant Database and Folders required If you uncheck this option you must manually create the folders following installation See Supplementary Options NEC Connect Server Select The NEC Connect Server application consists of the Server Side application which stores the relevant configuration to allow communication between t
16. turn off the device to save power setting Realtek RTLB139 810x Family Fast Ethernet NIC Prop m ces Power Management sa nine ai led fest o bring the computer out of standby may odi oke up to refre hn etw ot dee N tou dra vi i pira a batter ery you a Shol uld n this fe oe s the machine m pe awa hats at inopportun es or consume the batter e Personal Firewall settings Where Personal Firewalls are installed and operating it 1s necessary to permit the appropriate ports and or application This is as in the case of the Windows Firewall which is included with Microsoft Windows XP SP2 Microsoft Windows Server 2003 SP1 and Microsoft Windows Vista Server Side Application Path and Filename files nec aspiretsp tspstart exe tm LD Sharing connect server CTSS exe Client Side Application Path and Filename File and Printer Sharing Operator Console 1859 C program files nec call connect server operator exe Page 54 Windows Operator Console Installation Manual Pai Aspir ae Windows Operator Console Installation Manual Custom Installation Server Side Installing NEC Connect Server to standalone SQL MSDE installation At the Select Components screen of the Server Side installation Page 18 it is possible to install the NEC Connect Server to a standalone SQL MSDE installation Follow the procedure below for installing to standalone installation 1 At the select components screen
17. 11 Additional Programming Service PONS 14 FNS Service RR RR RR EER TA 15 REI Creo Re OI 16 CREO RR E E EEE E SEE E E E E EE 16 Sed Haid go A Neo a ili ai 16 Windows Operator Console Installation suis cscvnnetnbsveceiennvarode sea vancseretb inde veel edasanotsasvadersdevetaiatewncst aes 27 LI RR E EE AA N A E 27 a fo AO iaia oe Zi Additional NEC Connect CT Server Configuration 32 Re Me al SC OE A E E AEEA AA 32 GIR COnN IE 10 ee RR RO REA Ei 32 Login Details to NEC Connect Administration a2 CIT Grate Wa CUI PRE RC nie ER RR RA 33 Importing PC Programming Directory i 36 Uor Con Aia iaia 41 Console Connect CONISZUTANON aironi iraniane 42 CISA ia rie viia 45 Licio 46 OG A DSS pI O FRE RR RR ROC EE 46 ES RR CEE 46 GERI E OI RR RE A 46 Kesi tfation Pio cedute 47 Supplementary OPON ee a 49 Operator Extension conN urato iaia 49 Hne rey Re more ae vate sete acne etnia seateveeeenatet 49 EEE RR 49 REI WACOM E E A A E N AA A 50 PRS TCI C e MO ee E EE E E E EE E EE E EES SI SPICCO SI Additional PC configuration recommendation 53 SOUL Car rand SPO dCi ater zincato iene prata ai ia 53 Network Adapter Power Management settings 53 PorsondbieWllsc eenn E E E E AE 54 Installing NEC Connect Server to standalone SQL MSDE installation 000 55 Instalime a Custom Diabete 56 Create Folders and Datab
18. 12 07 Text Data for Night Mode Mode Group Mode 12 07 01 22 04 Incoming Ring Group Setup It is assumed that Incoming Ring Group 1 contains extension 200 Operator s extension Another Ring Group should be configured where required INC Group 22 04 01 200 22 10 Dial in Conversion Table Area Setup Assuming Area 1 Day is used to route calls to the Windows Operator Console and Area 4 Rest is used in resilience the following specify the Start and End addresses 1 Start Add 1 End Add 2 Start Add 2 End Add 22 10 I 22 10 22 11 Dial in Conversion Table Data During Day mode the following DDI 643100 is routed to Target No 600 which is the Station Group for the Windows Operator Console Queue During Rest mode the same DDI is configured to forward to Incoming Ring Group 1 You are only required to add DDP s to the Windows Operator Console remaining DDP s still follow their default destination as configured in 22 10 Conv TBL Target No DiallnName TRF Ope Mode TRF Target 1 22 11 643100 600 Main O NOTRER__ 22 11 643100 pT Main Both Windows Operator Console Installation Manual Page 5 1 I er Windows Operator Console Installation Manual Aspir mc Note It is essential that any DDI s targeted at the Windows Operator Console during day mode should be added to the Rest mode 15 07 Programming Function Keys In the following example extension
19. 2 Open the Windows Registry click Start Run regedit Note If you use Registry Editor incorrectly you may cause serious problems that may require you to reinstall your operating system 3 Navigate to the following location inside the registry HKey_Local Machine Software NEC Infrontia Call Connect Operator Defaults Change the following Value to No Default Yes Auto Connect Calls on my Device No Page 50 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Resilience Mode As the underlying interface connects via PC and Network the Windows Operator Console may be subject to external influences Such influences may impact the Windows Operator Console resulting in loss of service Where such a condition arises the Aspire should be configured with a separate mode of service Resilience This mode of service is configured to redirect any DDI s normally directed to the Windows Operator Console directly to the Operator s extension 1 e Incoming ring group Aspire Configuration The example contained in this section assumes defaults modes and table areas on the Aspire The example assumes that day mode services DDI calls to the Windows Operator Console and Rest mode services resilience calls Calls are routed to the Station group for the Windows Operator Console in mode 1 Day and directly to the Operator s Extension Incoming Ring Group 1 in mode 4 Rest
20. 200 Operator s extension is configured with Function key 8 and 9 as Day Night Mode key changes This command allows the Operator to switch into the Resilience mode when and where required Area Tel Function Number Additional Data isoro 200 08 o S 15 07 01 200 09 o0 4 S Page 52 Windows Operator Console Installation Manual Pai Aspir om Windows Operator Console Installation Manual Additional PC configuration recommendation Sound Card and Speakers The use of Sound Card and External speakers in conjunction with the Windows Operator Console is highly recommended All calls are announced to the Operator by the Speakers and on screen display often internal speakers are used Internal Speakers Integral to PC Base Unit Monitor are often not high enough quality for an Operator working in a typically noisy environment Network Adapter Power Management settings It is possible that the Power Management settings of a Network Adapter effect the operation of Microsoft TAPI This causes the Microsoft TAPI Remote Service Provider connection to the Microsoft Telephony Server to disconnect as the Network Adapter enters Power Management State This behaviour normally occurs when a PC is left powered on and remains idle a typical example of this is where a PC is left powered on overnight When the user reopens a TAPI application i e Windows Operator Console the list of Aspire extensions fails to appe
21. 2003 SP1 Microsoft SQL Server MSDE 2000 Display SVGA 800 600 display card with correct drivers Above Operating Systems available where Client connections below 10 and MS TAPI 2 1 applications not required Client Application PC CDRom _____ Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Microsoft Windows Vista Ultimate Microsoft Windows Vista Business Microsott Windows Vista Enterprise SVGA 800 600 display card with correct drivers running Windows Small Fonts 17 Monitor or larger Highly recommended SoundBlaster compatible Sound Card and Speakers Note The above are the specification for a Server Application PC functioning with NEC Connect CT Server and a Client Application PC functioning with the NEC Windows Operator Console They may differ if you install additional applications A dedicated PC is recommended Microsoft Small Business Server is not recommended as the Server PC Additionally Microsoft Small Business Server is not recommended for Microsoft TAPI Windows Operator Console Installation Manual Page 9 a Windows Operator Console Installation Manual Aspir e The setup requires you to be logged onto the PC Server with Local Administrative rights The Server and Client PC should be connected to the network via the TCP IP Protocol Including WINS DNS services a fixed IP address is required for the Server
22. 9 The Operator Details screen allows you to enter the Operator Logon name and Operator Extension to which will be used to Login SE Operator Details Operator Details Enter the details for the Operator below The information is used to create an Operator for the given Operator Name Login Name and Operator Extension Number i e 200 These fields must be filled in to proceed Operator Information eee Operator Logon OPERATOR Operator Extension 200 cn 10 The Voice Mail Integration allows the Operator to transfer calls to Voice Mail as well as forwarding extensions to Voice Mail within the BLF 2 Get Voice Mail Integration Voice Mail Integration Please provide the Voice Mail Service Code information The Service Codes are used for applwing Forwards to Voice Mail and enabling the Operator Console to transfer calls to Yorce Mall Voice Mail Integration Voice Mail Pilot Number BAG Voice Mail Transher Code 717 Note These parameters comespond to E stension Department Group Pilot Numbering 11 07 01 and Service Code Setup for Service Access 11 12 51 ise Installation Wizard lt Back Cancel 11 The Installation now has enough information to proceed click next to proceed sa Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd frena Start Installation m You are now ready to install Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Press the Next button to begin the installation
23. Connect Administration 3 Select Configuration CT Gateway under NEC Connect Administration which takes you to the following screen Wi NEC Connect Gateway Configuration Database Configuration database General Main Directory Directory Groups CLI Tag DDI Tag Extemal CLI Queue Priority Resource Groups Resource Group Devices General Properties Default Settings Recall Timers Gateway Defaults Delay Defaults Internal External Access Hours Minutes Seconds Minimum Internal Device Digit Length 11 CT Answer Delay o DI Mo a rad erat Maximum Internal Device Digit Length 13 Hours Minutes Seconds Default Wrap Up Time jo DE Eo External Access Number 19 Area Code 01509 Country Code 44 OK Cancel Help 4 Observe the Maximum Internal Device Digit Length and External Access Number Trunk Access Code added during installation Note 1 The default setting for the Aspire is 3 digits Ext 200 Note 2 The default setting for the Aspire is 9 which can be verified in Aspire Programming 11 09 01 Trunk Access Code Windows Operator Console Installation Manual Page 33 Pali Windows Operator Console Installation Manual Aspire 5 Select on the Default Settings tab under General note the Default Destination Queue is the Queue entered during install It is possible to amend this where you have multiple queues The Default Destination Queue acts as a Catch All ensuring that any calls routed witho
24. Database will now be created and added to the list 6 Finally you are required to open the logging database to allow the CTServer to store logging information click Open See Fig1 29 and the database status will change from Closed to Open 7 Click OK to return to NEC Connect Administration Windows Operator Console Installation Manual Page 59 Psi Windows Operator Console Installation Manual Aspir e Page 60 Windows Operator Console Installation Manual Pai Aspir ao Windows Operator Console Installation Manual EC NEC Infrontia 75 Swingbridge Road Loughborough Leicestershire Tel 44 0 1509 643100 Fax 44 0 1509610206 tech_support neci co uk www neci co uk Windows Operator Console Installation Manual 991085 5 Windows Operator Console Installation Manual Page 61
25. E1 k W NEC Connect Server TO MyPhone Server IS must already be installed 13549k Disk Space Remaining TT Console Operator 11490 k 24951458 k C Client m Destination Folder Back Cancel ize Installation Wizard 2 Allow the Server Side installation to complete Creation of Configuration Database 1 Using Windows Explorer create a new folder titled NECData under the C Drive 1 e C NECData Folders mi Desktop HE My Documents EI My Computer i Feb 3 Floppy Ai aS Local Disk C H E Documents and Settings i 7 msdownld tmp a Windows EL WINNT 2 Enter NEC Connect Administration which is accessible under Start Programs NEC Connect NEC Connect Administration This is also accessible via Windows Desktop if the icon was added during installation See Fig1 21 3 Login to NEC Connect Administration See Login Details to NEC Connect Administration 4 Select Database Config DB under NEC Connect Administration Windows Operator Console Installation Manual Page 57 Pai Windows Operator Console Installation Manual Aspir e 5 Select the Maintenance Tab and click New The following should be displayed ICT Configuration Database Options Select Maintenance Housekeeping Create Database Config Name Description Server Browse V SOL Server Authentication User Name Password 6 Type Console under the Name field 7 Under the descrip
26. Empowered by Innovation NI c 1 Introduction 2 Aspire Configuration 3 Server Installation 4 Client Installation 5 Additional Server Configuration 6 Licensing 7 Supplementary Options I Aspire Windows Operator Console Installation Manual 991085 5 PAP This manual has been developed by NEC Infrontia LTD It is intended for the use of its customers and service personnel and should be read in its entirety before attempting to install or program the system Any comments or suggestions for improving this manual would be appreciated Forward your remarks to NEC Infrontia LTD 75 Swingbridge Road Loughborough Leicestershire tech_support neci co uk www neci co uk Nothing contained in this manual shall be deemed to be and this manual does not constitute a warranty of or representation with respect to any of the equipment covered This manual is subject to change without notice and NEC Infrontia has no obligation to provide any updates or corrections to this manual Further NEC Infrontia also reserves the right without prior notice to make changes in equipment design or components as it deems appropriate No representation is made that this manual is complete or accurate in all respects and NEC Infrontia shall not be liable for any errors or omissions In no event shall NEC Infrontia be liable for any incidental or consequential damages in connection with the use of this manual This document contains propri
27. Ensure any existing CTI applications are stopped Assuming the NEC Connect CT Server is active this should be stopped in order to proceed See manual stop start of the NEC Connect CT Server for details 2 Open Windows Control Panel Phone and Modem Options Windows Operator Console Installation Manual Page 49 Pai Windows Operator Console Installation Manual Aspir e 3 Click Advanced Aspire Telephony Service Provider 4 Click Configure and select the Device tab 5 Select the appropriate Extension i e ext 200 and click Detail the following is displayed x m Line Name EXTENSION 201 Keyset Device ID 9 m Call mode C Auto Speaker Mode 6 Select the Auto Headset mode radio button 7 Restart any existing CTI applications 1 e NEC Connect CT Server The Operator s extension is now configured in Auto Headset mode Any calls that are handled by the Windows Operator Console will be automatically answered using the Headset This is a static configuration which means all Operators must use this configuration Handset operation In the case where it is not possible to use Headset to simplify operation additional configuration is required at the Operator side This additional configuration disables the Auto Answer feature of the Operator Console so that the Operator is manually required to lift the Handset Configuration 1 Ensure the Windows Operator console application is closed
28. FRONTIA README FILE NEC CONNECT FOR NEC INFRONTIA VERSION 3 1 5 ise Installation Wizard 5 Read the License Agreement carefully If you agree to the terms stated in the license select I Agree to continue the Installation Note If you choose I Disagree the program setup exits va Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Licence Agreement NEC INFRONTIA SOFTWARE LICENSE NEC Infrontia Corporation 2005 All Rights Reserved This program is protected by UK and international copyright laws Any unauthorised reproduction or distribution of this software or any portion of it may result in civil or criminal action being taken against the offender Tha neor ic lirancar tn tice thie enfiware fnr ite intandard nirnnca and ramaine Disgree Cancel ise Installation Wizard 6 Enter the Name and Company of the registered owner of NEC Connect Server click next to proceed All fields must be completed to proceed 2 Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Registration Information Please enter the name and company of the registered owner of Operator Console MyPhone 3 1 5 for NEC Infrontia Ltd into the fields below All fields must be filled in to proceed Name Company 1a All Users C Current User ise Installation Wizard lt Back Cancel Windows Operator Console Installation Manual Page 17 a Windows Operator Console Installation Manual Aspir e 7 The next
29. I applications are normally released in the form of a CTI Technical Publication We strongly recommend checking for updated CTI Technical Publications prior during an install for updated information The CTI Technical Publications can be found on Bluespheres at the following location Bluespheres CTI Technical Publications http cube necinfrontia co uk Information Engineering CTI Technical Publications Operator Extension configuration Line Key Removal We strongly recommend removing any Line keys that are configured at the Operator s extension This ensures that calls handled by the Windows Operator Console are correctly routed 15 07 Programming Function Keys Any function keys configured at the Operator s extension as Line keys 01 with additional data indicating line key should be removed Headset Operation A Headset is strongly recommended and can be connected to the Key telephone in conjunction with the Windows Operator Console The Key telephone should be programmed with a Headset key and configured within the Aspire TSP configuration Detailed information on Headset operation can be found in the Aspire Features manual however the required configuration steps are included here for completeness Aspire Configuration 15 07 Programming Function Keys 15 07 01 Note The following assumes the Operator is logging into extension 200 using Function key 10 as Headset key Aspire TSP Configuration 1
30. Login details 1 Enter NEC Connect Administration which is accessible under Start Programs NEC Connect NEC Connect Administration This is also accessible via Windows Desktop 2 Select File Logon the Logon User Details box appears Loga Hiii Farmed c The default Login Name and Password are defined below NECAdmin NECAdmin Note It is also possible to change the NECAdmin password by clicking File Change Password Page 32 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual CT Gateway Configuration The following section details configuration parameters within the NEC Connect CT Server The relevant parameters are already configured during the install but it is possible to make changes to the configuration within this section This section assumes that you have already installed the Aspire TSP and programmed the Aspire NTCPU Network settings and External Equipment Settings It also assumes you have configured the Aspire according to parameters covered in Section 2 Aspire Configuration and installed the Server side applications according to Section 3 Server Side Installation 1 If you are not already in NEC Connect Administration you can enter via Start Programs NEC Connect NEC Connect Administration This is also accessible via Windows Desktop if the icon was added during installation 2 Login to NEC Connect Administration See Login Details to NEC
31. Operator s works The Analogue ports are required for three specific functions within the application these are Pre Gateway A temporary storage area to which the Aspire routes calls destined for the NEC Connect Server Once a call is routed to the Pre Gateway port the NEC Connect Server moves the call to a free Gateway port See below Gateway A queuing area where the calls are stored by the NEC Connect Server until the point in which the Operator answers the call Once the call is answered by the Operator the server redirects the call from the Gateway port to the Operator s extension Service The Service ports act as an area to where calls are routed when the Operator places calls on Hold Additionally calls recalling from Hold Transfer Camp On are also routed to the Service area This ensures that the Operator s extension is always available Windows Operator Console Installation Manual Page 5 a Windows Operator Console Installation Manual Aspir e Use the tables below for guidelines on Analogue Port requirements Please note that these are just given as guidelines and often do vary dependant on user site requirements Analogue Port Requirement Summary 1 2 Ports Varies on Call volume Varies on number of concurrent queued call requirements Varies on requirement to Hold Camp On specific number of calls Typical Port Requirements based on Operator Call Volume ________ _______ Pre Gw Gateway Service
32. ake any amendments press the Previous button to view the previous screen or anytime press Cancel to exit the wizard Cancel 7 Select the option Information that is generated from PC Programming stored in a Microsoft Excel Workbook Click Next to proceed Directory Import Wizard want to create my main directory from C Information that enter into a Microsoft Excel Workbook using this wizard Information that is already stored in a previously created Microsoft Excel Workbook Information that is generated from PC Programming stored in a Microsoft Excel Workbook Description Select this option if you have a Microsoft Excel Workbook file that is created from PC Programming Extension Name and Number information Cancel Previous ii Page 38 Windows Operator Console Installation Manual Aspire Windows Operator Console Installation Manual 8 Locate the Excel file created earlier and click Next Directory Import Wizard Locate the file which contains the directory information IR PhoneDirectory xls Browse Description This file should contain the directory information which will be imported into the Main Directory of NEC Config Utility Cancel Previous se 9 Confirm the selected fields and click Finish Directory Import Wizard Device First Name Last Name Alternate First Names List Alternate Last Mames List Business 1 Business 2
33. al CD into the computer s drive 2 Click Start Run from the Windows Start Menu and Browse to lt cdrom drive gt Aspire Applications Aspire CTI Application Console and MyPhone setup exe where lt cdrom drive gt is your Cdrom Drive letter Note Where Windows Vista and User Account Control are used you must select Allow to proceed 3 The Computer will start the Installation Wizard prompting you with the following Welcome screen click next 2 Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Welcome to Operator Console MypPhone v3 1 5 for NEC Infrontia Ltd Setup program This program will install Operator ConsaleMyPhone v3 1 5 for NEC Infrontia Ltd on your computer It ig strongly recommended that you exit all Windows programs before running this Setup Program Click Cancel to quit Setup and close any programs you have running Click Next to continue with the Setup program WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law Cancel Page 16 Windows Operator Console Installation Manual Pai Aspir Windows Operator Console Installation Manual 4 Read the ReadMe file carefully Click next to continue E Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd ReadMe File NEC IN
34. ar Normally a reboot of the PC or disabling enabling TAPI resumes connection It is therefore recommended that all potential TAPI users disable Network Power Management settings for consistent operation Configuration 1 Open Windows Control Panel Administrative Tools 2 Open Computer Management 3 Open Device Manager 4 Locate Network Adapters 5 Select your Network Adapter O Computer Management m File Action Yiew Window Help om TS ARA Computer Management Local KGREENWAY a System Tools w Batteries E Event Viewer DI Computer 5 Shared Folders Disk drives Local Users and Groups 2 Display adapters 5 Performance Logs and Alerts DYD CD ROM drives 4 Device Manager Floppy disk controllers Sa Storage a Floppy disk drives Disk Defragmenter IDE ATA ATAPI controllers Disk Management gp IEEE 1394 Bus host controllers Ta Services and Applications gt Keyboards Mice and other pointing devices Modems Monitors 8 Network adapters 59 1394 Net Adapter PT ealtek RTL6139 810x Family Fast Ethernet NIC 4 Other devices i PCMCIA adapters 5 Ports COM amp LPT Removable Storage gj Human Interface Devices Windows Operator Console Installation Manual Page 53 a Windows Operator Console Installation Manual Aspir e 6 Right Click the adapter select Properties 7 Click the Power Management tab uncheck the Allow the computer to
35. ases manually 57 Creation of Configuration Database i 57 CREAM OL TOF ois Database 59 Page 4 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Introduction The Windows Operator Console is part of the NEC Connect product range The Windows Operator Console is essentially a traditional Telephone switchboard recreated as a Windows application It is an efficient and competent application specially designed for Console Operators They can operate the calls instantly using either keyboard or mouse It gives the operator the ability to answer calls from a predefined set of queues and to route calls to the required destination as quickly and efficiently as possible This manual covers the areas relevant to install configure the related applications both on the Aspire and Server Client PC Further specific configuration items specific to the Windows Operator Console are available within the Windows Operator Console Server Client side on line help Implementation Considerations Before installing the Windows Operator Console you should consider the following to decide on the correct implementation Aspire Hardware requirements Due to the way in which the application functions it requires a number of Analogue ports to be dedicated for Queuing and Holding of calls The number of ports depends on the volume of calls and the way in which the
36. cation Area Ext Name 15 01 01 300 301 PreGW 15 01 01 302 307 Gateway 15 01 01 308 315 Operator 11 07 Extension Group Pilot Numbering The following area allows you to define Pilot numbers for the Windows Operator Console Queue s This enables callers to dial the Windows Operator Console Queue internally if required TelGroup Ext Group No 11 07 01 60 16 02 Extension Group allocation for extensions The Pre Gateway ports as defined in 11 02 01 should be inserted into the Extension Group as defined in 11 07 01 16 02 01 300 301 60 b2 Page 12 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual 16 03 Secondary Group allocation for extensions If multiple Windows Operator Console Queues are required they should be defined in 11 07 and 16 03 as follows Note An example of how this could be used is where callers dial 0 to reach the Operator Assuming 0 is configured as type Extension in 11 01 and then Ext Group No may be added as 0 for Tel Group 61 in 11 07 Note It is only necessary to create Secondary Department Groups if more than one Operator Queue is defined and the Queue is dialled internally TelGroup Ext Group No 11 07 01 Area 2 STG l 16 01 Basic Extension Group Settings Any Extension groups that have been created for Windows Operator Console Queues should each be modified in line with the following area 22 11 01
37. ct Administration which is accessible under Start Programs NEC Connect NEC Connect Administration This is also accessible via Windows Desktop if the icon was added during installation 2 Click Help Registration to display Registration Information 3 Click Register the following is displayed Product Details Product Code CCODONXI 2 Call Connect Server Registration Code AA79E 6D2 Registration Key Serial No a Registration Key C Registration File 4 Make a note of the Registration Code as this will be required in order to make the request Page 46 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual 5 You are required to send the Registration Code in addition to the following information e PO Number to NEC Infrontia Ltd Original Aspire PO e Company Name End User e Company Address End User e NEC Connect CT Server Registration code This information should be sent to NEC Infrontia Ltd using the following methods Note NEC Infrontia Ltd will not be able to honour license requests unless the information above is provided Fax 44 0 1509 610206 Telephone 44 0 1509 643100 Registration Procedure There are two methods for registering the NEC Connect Server using either registration file containing keys or inserting keys manually An explanation of each method follows Registration File When receiving the registration keys
38. d Supervisory Access The Operator can change the display settings and preferences Enabled within the Operator Application Break Mode Calls are on Hold Operator application Contacts Additions Internal Directory within the Operator Application Allow External This option allows the Operator to add new contacts in the Contacts Additions External Directory within the Operator Application Allow Contact This option allows the Operator to delete contacts both from Enabled Deletion the Internal and External Directory within the Operator Application Allow Contact This option allows the Operator to amend contacts both from Amendments the Internal and External Directory within the Operator Application user Configuration Database Lab Config lol xj File Database Gonfiquration Reports Help Supervisors Wallboards Agents Tees E Agent Type Operator Name Operator I TT 4CD Login Name OPERATOR rm web Password Reset Password IV Console Confirmation F Hotdeskiha m Agent Options I FT Wallboard V Supervisory Access Delete Security Options Call Processing Campaign Options Web Directory gt Agent Security Options JV Break Mode JV Allow Internal Contact Additions M Gueue Logout JV Allow External Contact Additions Wallboard Disable JV Allow Contact Deletions JV Allow Logout While Calls Are On Hold Jv Allow Contact Amendments New OK Cancel Help 4 Click Update
39. e NTCPU Network settings and External Equipment Settings The programming commands for NTCPU Networking and External Equipment LAN settings are however included in this section for completeness The examples contained in this section assume examples of using ports 17 32 and assign Extensions 300 through to 315 They may differ for an actual installation Extension Port Pre GW Devices 300 301 17 18 302 307 19 24 308 315 25 32 Programming 10 12 NTCPU Network Settings The following parameters should be configured in line with the Customer s LAN An IP Address should be requested from the local Network Administrator Note These parameters require a System reset 10 12 01 IP Address 172 16 0 10 10 12 02 Subnet Mask 255 255 0 0 10 12 03 0 0 0 0 10 20 External Equipment LAN Settings Windows Operator Console Installation Manual Page 11 a Windows Operator Console Installation Manual Aspir e The following parameters should be configured to enable CTI Area 10 20 01 l TCP Port 8181 10 20 03 Keep Alive Timer 11 02 Telephone Extension Numbering es This area refers to the dedicated analogue extensions required for the NEC Connect CT Server application Each port should be defined with an Extension Number Area Ports Extension 11 02 01 17 32 300 315 15 01 Basic Extension Settings You should define names for extensions to be used in conjunction with the NEC Connect CT Server appli
40. e fields as shown below should only be used where NEC Voice Connect is present 11 At the following step it is possible to enter the Quick Setup Wizard This process allows you to specify settings such as Pre Gateway Gateway and Service Devices This setup assumes you will be using the Console Operator Quick Setup Wizard click next to continue 53 NEC Configuration Setup Type NEC Configuration Setup Type Please choose the Setup type that best suits your needs Selecting the following options enables the Quick Setup Wizard for each application NEC Configuration Setup options oMyPhone Quick Setup Wizard Note IF you select nothing at this point the installation proceeds without running Quick Setup Wizard ise Installation amp lzard Back Cancel Page 20 Windows Operator Console Installation Manual Pai Aspir Windows Operator Console Installation Manual 12 You are now required to enter the Resource Group Devices Assuming you have followed the example within this installation manual under Page 12 15 01 Basic Extension Settings the following extensions can be used Click next to continue Extension _ 42 Resource Group Devices Resource Group Devices Enter Resource Group Devices Pre Gateway Devices From 300 Gateway Devices From 302 Service Devices From 208 215 ize Installation Wizard Back Cancel 13 The following screen prompts you to create the Mai
41. ect Custom and click next 3 Select Option for Database Database Setup Options Please choose the Database setup type that best suits your needs Database Setup Types f Typical Back Cancel 2 Under the Database Custom Options screen below it is now possible to change the MSDE Installation location NEC Data Folder Location and MSDE Instance Name 3 Get Database Custom Options Database Custom Options Enter the MSDE installation path and NEC Connect Server Databases path where the Configuration and Log Database are stored Additionally enter MSDE Instance Name if required MSDE Location C Program Files Microsoft SQL Server NEC Data Folder Location CANWECD ata Browse Instance Name NEC ize Installation Wizard Back Next gt Cancel Page 56 Windows Operator Console Installation Manual Aspire Windows Operator Console Installation Manual Create Folders and Databases manually The Server Side installation automatically creates the associated Databases required by the NEC Connect Server application If for any reason you are required to manually create these complete the following steps 1 At the Select Components screen of the Server Side installation uncheck the Create Folders and Databases option a Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Select Components f Server Client Jv MSDE Disk Space Required E Create Folders and Databases 4 GOG
42. electing either Edit Paste or CTL V De 7 As Sua bu Di Bas p a Sen 37 POS gt a SES ee iim os uc S md mn o G i Genial To eee ie sas m r i MR 3 Click File Save and save to appropriate location 1 e PhoneDirectory x1s Importing XLS file into Main Directory 1 If you are not already in NEC Connect Administration you can enter via Start Programs NEC Connect NEC Connect Administration This is also accessible via Windows Desktop if the icon was added during installation 2 Login to NEC Connect Administration See Login Details to NEC Connect Administration 3 Select Configuration CT Gateway under NEC Connect Administration which takes you to the following screen Windows Operator Console Installation Manual Page 37 cal Windows Operator Console Installation Manual Aspir E 4 Select the Main Directory tab and click Import Bat earner sh ig I al Dist Pema Timmy tem Hawes eee Ge Pei Tenge Tere Gam ec Caria Hian eiar I Denm Gis CL Teg Di Tag Eea Trma Pei Fili f rll ll E fll dsl lll le 5 Select the Wizard radio button and click import Select Directory Import Type M Import Type This Directory Import Wizard will guide you through the process of importing contacts into your Main Directory from a Microsoft Excel Workbook Use the Next button to proceed through the Import Wizard Ifyou want to m
43. erator Console Installation Manual Aspir E Importing PC Programming Directory It is possible to import the extension name and number information from Aspire PC Programming into the Main Directory of the Operator Console This procedure requires Microsoft Excel and Aspire PC Programming Minimum v7 12 and Aspire PC Pro Easy Edit Minimum v1 09 Highlighting the Extensions from Aspire PC Programming 1 Open Aspire PC Programming and a valid configuration file 2 Go to the Apps Extension Import Search Tree Bar vax gt gt 1 PRG Easy edit Apps MyCalls MyPhone O Vision LAN Console vse O Console Basic Setup O Console Extension Setup cen Console Department group cen Incoming Call Routing i cen O Console Class of Service vse O Console Class of Service Options cen O Console Service Port Options Resilience Mode Extension Import 3 Highlight the extension numbers names you wish to import and copy using CTL C Extn Port Extn No Extn Name 01 Operator 02 John 03 Stephen 04 Andrew 05 Michelle 06 Jackie 07 David 08 Phillip 09 Tony 10 Sanjay 11 Paul 12 Stewart 13 Tina 14 Rebecca 15 Pauline I Page 36 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Inserting cells into Microsoft Excel 1 Open Microsoft Excel and a Blank Workbook 2 Paste the cells from Aspire PC Programming s
44. etary information that is protected by copyright All rights are reserved No part of this document may be photocopied or reproduced without prior written consent of NEC Infrontia Microsoft Windows XP Vista and Outlook are registered trademarks of the Microsoft Corporation in the United States and other countries Other Company and product names used in this manual are company trademarks or registered trademarks 2007 by NEC Infrontia LTD a Aspir ae Windows Operator Console Installation Manual Document History Revision 1 0 November 2005 First release Revision 1 1 December 2005 Supplementary options added Revision 1 2 June 2006 Minor revisions NEC Connect CTServer v3 1 5 333 changes Revision 2 0 December 2006 Easy Installation added Revision 2 1 May 2007 Windows Vista addition Revision 2 2 September 2007 Windows Vista addition Server side PC Pro Directory Import Windows Firewall configuration Windows Operator Console Installation Manual Page 3 a Windows Operator Console Installation Manual Aspir e Contents Doe 3 Ta OT e E EE eat 5 Implementation Considerations scccceccss2ssanasacsseccsansnaceedessnsessennssenrtedeaesunccsuasdtonsaasbacesnonnteceaanaaneasaodsanodans 5 Aspire Hardware re guire meis iii 5 PEE GL E A 6 CC RR FR E E 9 LIRE RI REI 9 Installation EP LOCC drei E AN E E E 11 ADe CON CU IO a E E A E E EE E iii 11 EoD E a E i EE A E E E O AEE ra 11 Pioniere ili
45. he Aspire and Windows Operator Console It is the NEC Connect Server application which is responsible for all Call Routing elements within the Windows Operator Console MyPhone Server Select where MyPhone is required Where MyPhone is required you must select the MyPhone Server option Note See Aspire MyPhone Manual for further information Console Operator Select where Console Operator application installed to Server Side PC The Windows Operator Console is also installed on to the Server PC by selecting this option Page 18 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual 8 Select the Database Setup Type This setup assumes using a typical setup the following parameters are true of a Typical Install Select Custom to change the Database setup parameters MSDE Installation Path c Program Files Microsoft SQL Server MSSQL amp NEC NECData Folder C NECData The NECData folder is used to store the Configuration and Log Database MSDE Instance Name NEC 3 Select Option for Database Database Setup Options Please choose the Database setup type that best suits your needs Database Setup Types f Custom Note There may be a pause when clicking Next ise Installation izard lt Back Cancel Note A slight pause will occur when clicking next 9 Insert the Hostname or IP Address of the PC where you are installing the NEC Connect Server This field
46. ing a stand alone Client Server PC but means that the TAPI distribution is limited to a single PC The following page outlines three examples of how the Operator Console may be installed Page 6 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Example A Multiple Position Operator Console without MS TAPI 2 1 applications The following model may be used where multiple Position Operator Consoles are required Using this model it is possible to use Windows 2000 Professional or Windows XP Professional to host the AspireTSP and NEC Connect Server This is possible where connections to the standalone PC are less than 10 and MS TAPI 2 1 applications are not required Aspire NTCPU Ethernet Connector Client Server PC Client PC s AspireTSP NEC Connect Server NEC Windows Operator Console NEC Windows Operator Console The PC functioning as the NEC Connect Server should be permanently connected as this is the gateway for other client connections The NEC Windows Operator Console is optional on the PC running the NEC Connect Server application Example B Single Position Operator Console The following model may be used where a Single Position Operator Console is required This model also assumes that no MS TAPI 2 1 applications are required Phone Network Aspire NTCPU Ethernet Connector DI Standalone PC Aspire TSP NEC Connect Server NEC Windows
47. l Help 3 Click the Queue Overflow tab The Queue Overflow is the area in which calls routed to the specific Queue s may be overflowed out based on conditions Queue Overflow conditions are explained fully within the NEC Connect Administration On Line Help under Configuration Console Connect Console Queues Console Connect Configuration Database Lab Config 5 x Bile Database Configuration Reports Help Console Queues Operator Queues Operator Groups Console Call Filters Routing Tag Groups Break Hours Queue Details Queue Overflow Operato Overflow Properties Overflow Type Destination Type Destination Data Emergency None None Max Call Waiting Time None None O0 Max Calls None None 0 No gents None None Forward Destination Type None v Delete TEE Forward Destination None ad Hours Minutes Seconds Overtlow Data jn on ee OK Cancel Help Page 42 Windows Operator Console Installation Manual Pali Aspire Windows Operator Console Installation Manual 4 Click the Operator Queues tab This is the area in which you can assign the Operator to the Operator Queue Operators will receive only the call for the Operator Queues that have been allocated to them Console Connect Configuration Database Lab Config File Database Gonfiquration Reports Help Update Operator 5 Click the Operator Groups tab This is the area in which you assig
48. must be filled in to proceed F Get Server Machine Name Server Machine Name Please enter the name of the machine where the NEC Connect Server is installed This is required to enable IP communication between the NEC Connect client applications and the NEC Connect Server This field must be filled in to proceed NEC Connect Server Name ise Installation Wizard lt Back Cancel Note To verify the Computer Name under Windows XP locate the My Computer icon Right click the icon and select Properties locate the Full Computer Name under the Computer Name tab Windows Operator Console Installation Manual Page 19 al Windows Operator Console Installation Manual Aspir e 10 If NEC Voice Connect is used the Hostname or IP address of the PC running Voice Connect should be entered Voice Connect Installed Enter the name of the NEC Voice Connect Server if used Voice Connect Not Installed Leave the field blank and click next to proceed if NEC Voice Connect is not used sa Get Voice Server Machine Name Voice Server Machine Name IF NEC Connect Yoe will alzo be installed please enter the name of the machine where the NEC Connect Voice Server is installed Thiz is required to enable IP communication between the NEC Connect Server and the NEC Connect Voce Server NEC Connect Voice Server Name n ise Installation Wizard Back Cancel Note NEC Voice Connect is an additional component and th
49. n Directory which is made available to the Operator The two options permit you to make Basic Entry or Import the Directory later using NEC Connect Administration To import the PC Programming directory see Import PC Pro Directory under CT Gateway Configuration 2 Directory Entry Selection Basic Directory Entry Please select the option below for Director Entry Director Entry Import ize Installation WY izard Back Cancel Windows Operator Console Installation Manual Page 21 Aspire Windows Operator Console Installation Manual 14 The Basic Entry requires you to enter a range of extension numbers which are created inside the Main Directory i e Ext 201 299 3 Basic Directory Entry Basic Directory Entry Enter Extensions for Busy Lamp Field Range The extension range i added to the Operator Console Busy Lamp Field area Busy Lamp Field Details From 200 To 299 Back Cancel 15 At the following prompt you must now create the default Operator Queue The parameters are defaulted but may be changed where required The Queue name is used to identify the name to the Operator The Queue Location should also be changed if required and should correspond to Page 12 11 07 Extension Group Pilot Numbering This step only facilitates adding a single queue additional queues may be added using NEC Connect Administration J3 Queue Details Queue Details Enter the Operator Console Queue de
50. n the Directory group previously created in the CT Gateway Configuration Once the Directory Group has been assigned to the Operator the Directory Group is displayed to the Operator when logged in Console Connect Configuration Database Lab Config pile Database Gonfiquration Reports Help _Dperator Name Group Count_ Windows Operator Console Installation Manual Page 43 a Windows Operator Console Installation Manual Aspir e 6 Click the Console Call Filters tab The Console Filters area is where you configure CLI DDI routing assignment against the Operator Queues This area is essential to the call routing as unless CLI DDI filters are created calls will follow the catch all Default Destination Queue The following table describes options available for creating Console Call Filters Number Number used to assign Filter to applicable Queue Where DDI number is used the number should be entered with the same digit range sent by the Network Provider i e 01509643111 assigned as 643111 Where CLI number is used the full number should be entered i e 01509643 100 Routing Tag The Routing Tag is displayed within the Operator Application as the call is routed 1 e NECi Main Number Salutation A Greeting that is displayed within the Operator Application when the call is answered following the Call Filter Priority 1 99 Call Filters may be added with a priority level 1 99 1 Highest 99 Lowest Pri
51. one v3 1 5 for NEC Infrontia Ltd ReadMe File NEC INFRONTIA README FILE NEC CONNECT FOR NEC INFRONTIA VERSION 3 1 5 ise Installation Wizard 5 Read the License Agreement carefully If you agree to the terms stated in the license select I Agree to continue the Installation Note If you choose I Disagree the program setup exits va Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Licence Agreement NEC INFRONTIA SOFTWARE LICENSE NEC Infrontia Corporation 2005 All Rights Reserved This program is protected by UK and international copyright laws Any unauthorised reproduction or distribution of this software or any portion of it may result in civil or criminal action being taken against the offender Tha neor ic lirancar tn tice thie enfiware fnr ite intandard nirnnca and ramaine Disgree Cancel ise Installation Wizard 6 Enter the Name and Company of the registered owner of NEC Connect Server click next to proceed All fields must be completed to proceed 2 Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Registration Information Please enter the name and company of the registered owner of Operator Console MyPhone 3 1 5 for NEC Infrontia Ltd into the fields below All fields must be filled in to proceed Name Company 1a All Users C Current User ise Installation Wizard lt Back Cancel Page 28 Windows Operator Console Installation Manual a Aspir am Windo
52. or the Back button to reenter the installation information ise Installation Wizard Cancel Page 30 Windows Operator Console Installation Manual Pai Aspir ae Windows Operator Console Installation Manual 12 On completion of install the following screen appears Ja Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd has been successtully installed Press the Finish button to exit this installation Cancel Windows Operator Console Installation Manual Page 31 Pai Windows Operator Console Installation Manual Aspir e Additional NEC Connect CT Server Configuration General Description After successfully installing the Server side application it is now possible to make further configuration where required using the NEC Connect Administration This allows you to assign the Queuing Service extensions and generate additional Queues and Logins for the Operator position s Note In order to apply any changes made using NEC Connect Administration you must Stop Start the NEC Connect Server application See CTServer Startup for further details Note Further information on configuration parameters can be found within the NEC Connect Administration On Line Help CTServer Configuration Login Details to NEC Connect Administration In order to make any configuration changes via the NEC connect Administration utility you are required to enter
53. ority Calls routed on Higher Priority level overwrite Lower priority calls 7 Select the applicable Queue from the list select the available filter DDI DNIS Exact Match Filter Click New and enter the details as in the table below click Update to apply Filter Type DDI DNIS exact match filter Default Resource Group lt Your DDI gt Routing Tag Operator DDI Welcome to lt Company Name gt how may I assist you 8 Click OK to apply changes Close the NEC Connect Administration Note You are required to Stop Start the NEC Connect Server application to apply any changes made within the NEC Connect Administration See CTServer Startup for further details Page 44 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual CTServer Startup The NEC Connect Server is configured for automatic Startup following installation It is necessary to stop start the NEC Connect Server following any changes made via NEC Connect Administration Follow the procedure below for stop starting the NEC Connect Server application 1 Enter NEC Connect Server which is accessible under Start Programs NEC Connect NEC Connect Server This is also accessible via Windows Desktop if the icon was added during installation See Fig1 21 2 In order to Start Stop the CTServer select File Start Stop ACD Server under NEC Connect Server Once Active the Server Status should display Active NEC Connect CT
54. re now required to enable the Service ports into Headset mode Enable 1 Plug in an SLT to the First Service Port 2 Go Off Hook and Dial the Service Code for Headset switching 788 3 You will hear a single beep 4 Go On Hook 5 Repeat steps 1 4 for remaining Service Ports You are also required to short each Service Port using an RJ 45 connector This places the port into Headset mode by simulating the SLT Port going Off Hook Once the timer expires as defined in 20 13 08 the port enters and remains in Headset mode Windows Operator Console Installation Manual Page 15 a Windows Operator Console Installation Manual Aspir e Installation General Description Following the configuration of the Aspire you are now required to install configure the Server and Operator application During this section you will install the NEC Connect Server and Windows Operator Console During the installation it is also possible to configure Basic settings in order to make the NEC Connect CT Server operational The installation program automatically installs MSDE using a named instance The Installation program consists of the following applications all within a single install MSDE Microsoft SQL Server Desktop Engine NEC Connect Server MyPhone Server Windows Operator Console Important You should have already completed Section 2 Aspire Configuration before proceeding Server Side Installation 1 Insert the Aspire Technic
55. siness Server is not recommended for Microsoft TAPI The setup requires you to be logged onto the PC Server with Local Administrative rights The PC should be connected to the network via the TCP IP Protocol Including WINS DNS services a fixed IP address is required The appropriate number of Client Access Licenses should be included An IT Administrator is normally required during the installation The backup procedure and virus defence is the responsibility of the customer Important No MS TAPI 2 1 applications are available whilst operating in this mode due to the unavailability of a Server hosting the Microsoft TAPI Server service Page 10 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Installation Procedure The Windows Operator installation consists of four individual areas for installation configuration 1 Aspire configuration 2 Aspire TSP Installation 3 NEC Connect Server Installation 4 Windows Operator Console Installation Note For instructions on installing configuring Aspire TSP refer to the CTI Manual Aspire Configuration General Description The following section details programming areas required on the Aspire to enable communication with the NEC Connect Server It is recommended to do this prior to installing the NEC Connect Server application This section assumes that you have already installed the Aspire TSP and programmed the Aspir
56. t Length Internal Digit Length Please specify the Internal Digit length for the Telephone System Internal Digit Length E Note This parameter defaults to 3 i e Extension 2001 ize Installation Wizard Back Cancel Windows Operator Console Installation Manual Page 23 Pai Windows Operator Console Installation Manual Aspir E 18 The External Access Number is required at the following point This parameter corresponds to the Trunk Access Code 1 e 9 and is used to automatically seize a Trunk when an Operator dials a number which exceeds the Internal Digit Length specified previously Sa External Access Number External Access Number Please specify the External Access Number Trunk Access Code for the Telephone System This field must be filled in to proceed External 4ccess Number a Mote This parameter comesponds to Trunk Access Code 11 05 01 ize Installation Wizard lt Back Cancel 19 The Installation is now ready to proceed Click next to continue or back to review settings The installation normally takes several minutes to complete E Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Start Installation You are now ready to install Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Press the Next button to begin the installation or the Back button to reenter the installation information ize Installation Wizard Page 24 Windows Operator Console
57. tails below A Queue name is required to identify the Queue and Location Number it used to route calls internally to the Operator Console Queue Enter Queue Mame Main Enter the Queue Location 600 Note The Queue Location corresponds to the Extension Department Group Pilot Numbering 11 07 01 ise Installation Wizard Back Cancel Page Li Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual 16 The Operator details screen requires you to insert the Operator Name Logon name and Operator Extension Default values are provided however it is possible to change these where required This install assumes the Operator logon using logon name Operator and extension 200 Enter the values and click next to proceed E Operator Details Operator Details Enter the details for the Operator below The information t used to create an Operator for the given Operator Name Login Name and Operator Extension Number Le 200 These fields must be filled in to proceed Operator Information Operator Name Operator Operator Logon OPERATOR Operator Estensioni 200 ize Installation Wizand Back Cancel 17 The Internal Digit Length of the Telephone System is required This value defaults to 3 but can be changed where required This parameter is used to determine when the External Access Number is required on out dialing J2 Get Internal Digi
58. tion field type Console Operator 8 Enter the Server Name in the Server box Note To verify the Computer Name under Windows 2000 locate the My Computer icon on the Windows desktop Right click the icon and select Properties locate the computer name under Network Identification 9 Click OK the Configuration Database will now be created and added to the list 10 Finally you are required to open the configuration database click on the select tab and select Open See Fig1 27 and the database status will change from Closed to Open 11 Click OK to return to NEC Connect Administration Page 58 Windows Operator Console Installation Manual a Aspir ae Windows Operator Console Installation Manual Creation of Logging Database 1 Select Database Log DB under NEC Connect Administration The message Logging database has not been selected appears click OK 2 Click New The following should be displayed HCT Log Database Options aaz Maintenance Housekeeping Create Database Log New Details Name M 9 s Description Server WV SQL Server Authentication 3 Type Console Logging Database under the Description field 4 Enter the Server Name in the Server box Note To verify the Computer Name under Windows 2000 locate the My Computer icon on the Windows desktop Right click the icon and select Properties locate the computer name under Network Identification 5 Click OK the Logging
59. unselect MSDE Click Next to proceed va Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Select Components Server Client MSDE Ok Disk Space Required M Create Folders and Databases Ok 60661 k V NEC Connect Server 60661 k MyPhone Server IIS must already be installed 13549k Disk Space Remaining Console Operator 11490 k 24954046 k Client Destination Folder C PROGRA 14NEC CALLCO 1 Browse ise Installation Wizard lt Back Cancel 2 At the Connect to SQL Server screen select the appropriate SQL Server from the list Select the appropriate authentication type along with Login Name and Password The NEC Connect Server databases will now be installed to the selected SQL MSDE Server 2 Connect to SOL Server Connect To SQL Server Enter the SQL Server Name and Password to connect with SQL Server PC0199 PLO207 Priva Connect using C Windows Authentication f SOL Server Authentication Login name sa Password ize Installation WWizard lt Back Cancel Windows Operator Console Installation Manual Page 55 Pai Windows Operator Console Installation Manual Aspir e Installing a Custom Database type It is possible to change Database parameters during the install of the Server Side application This is performed during Database Setup Options Page 19 Follow the procedure below for installing a Custom Database type 1 At the Database Setup Type sel
60. ut Call Filter assignments are still routed Connect Gateway Configuration Database Lab Config Database Gonfiguration Reports Help 6 Select the Recall Timers tab under General You should note the Recall Timers assigned to the Operator s Any calls that are routed to the Operator Console follow the Recall timers within this configuration area The Aspire does not have any control over calls that enter the NEC Connect Server application 7 Select Resource Group Devices which takes you to the Host PBX Gateway Devices The Resource Group Devices enables you to assign the required Queuing ports previously configured on the Aspire Note the previously added Devices during install Page 34 Windows Operator Console Installation Manual Pali Aspire Windows Operator Console Installation Manual 8 Select the Pre CT Gateway Devices tab under Resource Group Devices This tab allows you to modify Pre Gateway devices that were added during the install fie NEC Connect Gateway Configuration Database Lab Config File Database Gonfiguration Reports Help 9 Select the Service Queue tab under Resource Group Devices Observe the Service Queue Devices added during installation BEINEC Connect Gateway Configuration Database Lab Config File Database Gonfiquration Reports Help Windows Operator Console Installation Manual Page 35 Pai Windows Op
61. ws Operator Console Installation Manual 7 The next step of the installation allows you to select the relevant Components This manual assumes a typical installation as in Example A under Server Client PC Requirements By default the Server Client radio button is selected select the Client radio button and click next to continue SA Operator Console MyPhone v3 1 5 for NEC Infrontia Ltd Select Components C Server Client Disk Space Required 6403 k Disk Space Remaining 24975101 k Client V Console Operator 6403 k Destination Folder CAPROGRA71ANECACALLCO71 Browse ise Installation Wizard Cancel 8 Insert the Hostname or IP Address of the PC running the NEC Connect Server application This field must be filled in to proceed sa Get Server Machine Name Server Machine Name Please enter the name of the machine where the NEC Connect Server is installed This is required to enable IP communication between the NEC Connect client applications and the NEC Connect Server This field must be filled in to proceed NEC Connect Server Name ise Installation Wizard lt Back Cancel Note To verify the Computer Name under Windows locate the My Computer Computer icon Right click the icon and select Properties locate the Full Computer Name under the Computer Name tab Windows Operator Console Installation Manual Page 29 Pai Windows Operator Console Installation Manual Aspir E

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