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MyCalls Installation Manual - Nycomm Holding Page

1. 3 Sales Inay B odes Tasks lt gt d Devices H Groups Edit Unavailable Code Group Configuration E 87 Unavailable Codes Use the Edit Unavailable Code Group Conf group membership of the group 74 Page Choose which codes will be assigned to the group by ticking the included box click OK once you have selected all the code needed Edit Group Membership RIES Edit the Group Membership Chec the unavailable codes that should be members ofthis group Drag a column header here to group by that column Code Name Short Name Included 01 Refreshment RT T A7VTESN nae eee eee eee eee eee ease eee eee eee eee eee eee eee decane eee NY ARAARA wee Natural Break Now the unavailable code group has been created it should be assigned to the appropriate Agent Control Group Go to Agent Control Create of Edit and Agent Control Group select the Agent Control Group and click edit From the drop down menu select the Unavailable Code Group Unavailable Code Group iw Allow User Login iw Allow User Wre None T iw Allow User Unavailable Create agent control groups and unavailable codes as required Completion Codes Completion Codes are available in MyCalls for details on configuring completion codes refer to the MyCalls end user guide 75 Page Skill Based Routing Management Skill Based Routing is a feature that is available on the SV8100 It allows an ACD agent to be given a priority in a
2. Name Associated PBX Nottingham SMD H Nottingham DNS Name ar IP Address of the PBX this connection is for Port 1 32 158 1 4 sono Mates Cancel 116 Page Select the connection that you have just created and click Edit Telephone System Template From the drop down menu under Predefined Templates select NEC Infrontia European Aspire SV8100 SL1100 SL1000 Line DID presented Use Computer Date 6 Digit DDI EIS Edit the Telephone System Template 4 l f B x Fie SMOR Advanced Edit the Telephone System Template You can either select a preconfigured template f ane exists for your switch or configure ane manually Manual configuration can be done either by entering the information directly ar by using existing event data selecting a value fram the Sample SMDR and then using aright mouse click to assign the value Sample SMOR Protocal CRLF ki Template Mame p Line DID presented Use computer Date Template Configuration iE General x Headers H SMDR Predetined Templates if there are no templates in this list you will need to browse for the file MasterSwitchT emplateF ile mpbs Select a template Browse Select a template User Defined Fix NEC Infrantia Aspire Events NEC Infrontia European Aspire Line presented Use computer Date NEC Infrontia European Aspire Line presented using Call Date in Line Field tv HEL Introntia European Aspire LinePrese
3. G Pilot Numbers 8f Service Codes A General FT Trunks 14 Page Once you are happy with the data in the config import tool click the disk icon to import the configuration into MyCalls PE Click to Import Configuratie mp i Configuration Import 87 Account Codes oof Callers ABB Dial 3 Carriers Click Yes to being the process AN Are you sure you want to import the configuration to PBX Head Office Click Ok and close down the config import tool The configuration has been successfully imported MyCalls is now configured and ready to be opened 15 Page Opening MyCalls for the First Time To open the MyCalls double click the MyCalls Icon a shortcut is created on the desktop of the PC or is available in the Start Programs NEC Infrontia Menu Ti alls By default there are no usernames or password configured At the User Login screen click ok User Login User Name Browse Password o 0 Cancel MyCalls will open and is ready to use Details on how to use MyCalls is available in the MyCalls End User Guide MyCalls Layout Configure View Reports System User Format eae m od a Yl S B 8 Defaut Call Volume Chart l X Wir sismo ossibus dec did UIT All Trunks Head Office Daily Help 12 00 Longest Call Waiting Time EH Outgoing BH Abandoned EHI Incoming 0 0 s 00 0 0 Ss Head Office Expires on 09 05 2012 Logged i
4. eeeeseeeeeseeeeesereeeeeee 95 Scenario 4 A Cluster Server with Node Cluster Clients and Group Cluster Clients 96 InStallatlon OCCOUNES 2 599 90 9 9 9 0001 0 bat i e eoe ea nde uo trae ood adeat caedes cadent ees 97 Scenario 1 Single MyCalls PC Multiple PBX s with SQL Express 2008 R2 97 scenario 2 Clustered Installation with a Cluster Server and Node Cluster Clients 100 PSA WI CUS i a a a a 100 Elecrihe Cluster Server eran m 102 Install and Configure Node Cluster Clents cccccccecccceeceeseeeeeeeeeeseeeeseeeeseeeessaaeeeeessesaeeeessaaaeeeees 104 Install MyCalls and Elect the Cluster Server cccccccccccccssseeeeeeeaeeeeeeeesaeeseeeessaaeeeeeseeaaeeeeessaaaeeeees 107 Install and Configure Group Cluster Clients seeeeesssssesseeseeeeeernneeennn nmn 107 Scenario 4 A Cluster Server with Node Cluster Clients and Group Cluster Clients 110 Soenario 5 JTNetlinkdnstallatlOpl simos a i gulae theo coe a ir Laos 110 scenario 6 MyCalls Call Centre and Enterprise Non Netlink eeeeeeeeeeeessssssse 111 Scenario 7 MyCalls Call Recorder and Enterprise cccccccecccccccessecceeeceeeceeeeeeeeeeeeseeaeeeeeeeeas 111 Collector Configuration Application ccccccccccsecccceeeeeseeeesseeeeeseeeesseeeeseeeeseeeeeeas 112 Ading zuo 8 WOO Tc m 112 A
5. 7 Call Managers required to allow reporting against EU000003 MyCalls Call Manager the 7 SV8100 s Call Centre Packages multiple call centre packages should not be installed else MyCalls will stop working EU000010 MyCalls Enterprise uel MyCalls packages to be Enterprised The 9 MyCalls basic licenses will allow SMDR and P a Eee Slo ARIE Command output from each of the remote SV8100 s ly 1 1 1 Call Centre package is required for this configuration This should have enough agents for uo uera Moe the entire enterprise With MyCalls enterprise In this scenario the call manager licenses and Call Centre licenses are all installed on the Main SV8100 that will hold the license for the enterprise Note only one call centre packages should be purchased that will have the correct number of agents that exist in the enterprise Each of the remote PBX s should have the MyCalls basic license installed on them and they should not be registered Details of how to install the licenses are available in the SV8100 MyCalls Installation Manual 91 Page SL Licensing If SL1000 SL1100 only are being used and not SV8100 s in the Enterprise then the licenses will be required as follows As with SV8100 all licenses will have to be installed on one PBX and not on each separate ones 10 x SL1000 1100 s running MyCalls Call Manager connected using MyCalls Enterprise 10 Call Managers required to allow reporting against EUS30001 1
6. Local Collector Installshield Cancel 121 Page At the database server screen select the option to Select the SQL Server to connect to or click Browse to see a list of all SQL Servers Click the Browse button and select the database server from the list provided If the database if going to be installed on to a default instance on the SQL server then you should select local from the list of database servers If the database if going to be installed on to a named instance then you should select local instancename where instancename is the name of the database instance Then choose the option to connect using Server authentication using the Login ID and password below Enter an appropriate login ID and password which will allow you to connect to the SQL Server im MyCalls Installation Wizard Database Server Select database server and authentication method C Use MyCalls s own server Select the SQL Server to connect to or click Browse to see a list of all SOL Servers Database Server local m Connect using Windows authentication credentials of current user Server authentication using the Login ID and password below Login ID Isa Password eiie InstallShield lt Back Next gt Cancel Click next to continue and complete the installation as normal Once the installation has finished you should install the MyCalls Enterprise license This installation can now
7. MyCalls Call Manager the 10 SV8100 s EU300013 MyCalls Enterprise tasa Call Manager licenses to be Enterprised Note that SMDR is not licensed on the SL series so no licenses have to be installed at the remote sites Mixture of SV SL Licensin If a mixture of SV and SL s are being used in the same Enterprise network then one SV8100 will have to hold the Enterprise licenses 10 x SV8100 s and 5 SL1100 s running MyCalls Call Manager connected using MyCalls Enterprise 1 10 Call Managers required to allow reporting against EU000003 MyCalls Call Manager the 10 SV8100 s The 9 MyCalls basic licenses will allow SMDR and P EU tna BARG Command output from each of the remote SV8100 s together Allows extra SL1100 s to be added to the Enterprise 5 EU000230 MyCalls PBX License This should be installed on the same PC as the EU000010 MyCalls Enterprise Allows the Call Manager licenses to be Enterprised for SL1100 EU000003 Call Manager and EU000010 MyCalls Enterprise license 92 Page Installation Scenarios There are many different configurations that can be used in an enterprise environment These different configurations are shown in the following section of this manual The same level of MyCalls software should be used where different types of NEC PBX s are used Check with your technical support if you are unsure about the current released versions of MyCalls An SV8100 has two types of information tha
8. NIVERGE NEC MyCalls Installation Manual Version 2 0 for MyCalls 4 0 0 4 MyCalls Total Call Management 1 Page Table of Contents VV Matis MyCall sesse ease Ue 5 AC CHI TINGS oeaan E E RR 6 Telephone System eee 6 MyCalls PC Spe cifiCation ccccccccccssesccceceeeeceeecaeeseceeesaeseeeeeeeeeueceeeseaaeeeesssaaeeeeessaaaeeeeessaaeeeeessaaaes 6 InStallatlon OVE MEW fo sce sis total gto sd cote taste MI uA e DD ial D ADD ILLI D v DD DIM LU tal MID twin DIU IEEE 7 Installing the MyGalls SGrVelr io o annie ena eet Ed eed Eo Ped SEU 7 Post Installatiom License OHeCk ui occidi Uber siete ic bec ea ele reca US eoe a uude i00 Ceo meutu re i becas ups uda Lo edes 10 GONGU toD TED e ets estate DuC ar qeu isoe sei u Eee uea pua duds UN ees esci osaomt iS Ds UON eco uiu ec este eee 12 Opening MyGalls Tor ihe First TMG aciei ue ode ood code duod sre e Oodd t edes eo ede eae 16 MyCalls and Virtual Loopback Reporting ccccecseececeeeeesseeesseeeeseeeeeseeeeseeeeeas 17 Licensing and OO FACING rm 19 Reading the License from the SV8100 cccecccccccsesseceecceeseeceeeceeeeceeeseeaeeeeeesaaeeeeesseaseeeessaaaeeeess 20 mie irc NT C DIT IL LM 21 Adding Additional MYC allS LICENS eS uda corem o ute OE eere bu drea eee Pese ee deta OM oc peau oe ED eee CU Red 24 MyCall Cal Recorder LICENSING s ess ioca i eec eiua del DU Uer noni e deest a ee Qu eese oret E es 24 Installi d
9. S 8100 License Installation Reading the license from the switch can take over 5 minutes and during this time the application will not respond to any commands This operation will not affect the switch but cannot be cancelled Are you sure you want to continue Once the license has been read out from the switch click yes to install the license MyCalls License Manager E AN Are you sure you wish to install this license Any previous license will be overwritten You will be notified that the license will need to be registered The license that is read from the switch will work MyCalls License Manager 3 B The License has been successfully installed and will be locked to this computer This license needs to be registered using the Generate Registration Request menu option 4 The license read from the switch will run for 15 days during this period the license will need to be registered Either follow the on screen instructions or see the Registration section of this manual for further details If the post installation license check is cancelled or closed at any time the license manager can be started manually at any time and is available in Start Programs NEC Infrontia MyCalls further details are available in Reading the License from the SV8100 11 Page Configuration Import This step will program the SV8100 ready for MyCalls and download key data from the PBX ready to send into MyCalls After the l
10. When prompted enter the IP Address of the SV8100 and click check license The License check will then make sure that the free license is disabled on the SV8100 and that there is a MyCalls license installed on the SV8100 x License Check _ To continue with the configuration ofthe system the switch must now be checked for a license Enter the switch IP address and modify the port if necessary and then click the check license button Click Close to cancel the post install configuration Switch IP Address Port fi 0 0 0 100 6080 2 Check License Close Once the license has been detected in the PBX click OK and the license manager will start License Check e A 2 The License Manager program needs to be started Click OK to continue 10 Page When the license manager is opened check the IP address is correct and click Read License S 8100 License Installation omm License Installation a To license the application firstly the license must be read from the switch Enter the switch E address and modify the port if necessary Click the read license button The license will then be displayed This license needs to be registered using the Generate Registration E Request menu option then the validated return license needs to be installed LE Switch IP Address Port 6080 Read License Close Reading the license out of the switch can take a few minutes click Yes when prompted
11. e ACD Automatic Call Distribution E ACD MIS Setup eA ACD Time Patterns eal E ACD Agent Setup es EF ACD Agent Login Mode E ACD Login Code Expand All Collapse All 5 Wizards gi System Data For Help press F1 54 Page Configuring MyCalls Configuring Pilot Numbers Calls that are delivered to ACD groups are referred to as Pilot Numbers in MyCalls Pilot numbers are displayed in MyCalls as a two digit number ranging from 01 64 During the Config Import MyCalls will detect configured ACD groups on the system and list them as pilot numbers The SV8100 does don t store a name for the pilot numbers so these can be given meaningful names in the MyCalls configuration Any pilot numbers that are not auto configured can be added manually If MyCalls sees a call to a new pilot number that it does not know about it will automatically add it into its configuration Any pilot numbers that have been automatically added into MyCalls will need setting as ACD queues In MyCalls click Configure Telephone System Devices Pilot Numbers Create or edit When editing the pilot numbers you can assign ACD using the drop down menu in the Type column Edit the Pilot Numbers The type and user group of multiple pilot numbers can be changed by clicking the right mouse button and copying then selecting and pasting onto the other pilot numbers To edit an individual pilot number click the edit button for that pilot number
12. Extensions Create or Edit Extensions Click the select button next to the Default User box Identify an Extension An extension should be named and assigned to a defined user to ee others extensions can be produced Ifthe extension is an AutoAttendant Voice Mail or Announcement extension then setting a voice mail timeout will cause any incoming calls to this extension connected for less than the voice mail timeoutto be marked PBX Code Number Head Office 206 Enable Real Time Statistics Name Default User EXT 206 Nond Select Now select the user in the same method as when assigning the user to the PIN number and click OK to save changes Creating Users Using The Config Import Tool If there are numerous users to create the Config Import Tool can be used to speed up the procedure When using the Config Import Tool to create users on an existing installation you should be aware that the config import tool will overwrite any existing configuration in MyCalls After the config has been read from the SV8100 if you didn t want to alter DDI s Trunks etc then these should be de selected before completing the config import On the extensions page there is an option to Create Default Pins By clicking on this button the extension numbers are duplicated across to the PIN field If required the numbers can be changed by over typing them The same idea applies to users Click the Create Default Users button to
13. If an LCR code is being used the number is added to the SMDR that is output by the SV8100 MyCalls will remove the LCR code from the SMDR record to show the correct CLI in the application DDI Numbers and names will be retreived from the SV8100 If there are multiple entires in the DDI table only the first entry found will be displayed in the config import tool The extension Number Name Type and group membership are identified When InMail is used the voicemail ports are identified and set a voicemail ports in MyCalls If department groups are being used on the SV8100 in PRG 16 02 or Easy Edit Department Groups then these groups are created The extensions identified in the extensions page above are put into the appropiate groups in MyCalls If ACD is being used then programmed ACD groups are available in MyCalls MyCalls desktops uses service codes to perform certain functions such as transfer to voicemail and Day Night mode The General Page is populated with configuration items on the SV8100 Trunk numbers names and trunk types are listed here The data in the config import tool can be reviewed and its possible to de select items if they should not be imported into MyCalls EAE Configuration Import 8f Account Codes of Callers ABB Dial Drag a column header here to group by that column 8 Carriers Selected Number Name Ug W 190 Sales JE Extensions iv 191 Support JE Extension Groups Eu Web
14. Once you have a backup then it can be restored to another PC running MyCalls Only 1 MyCalls server can be connected to an SV8100 this is because there is only 1 connection to the SMDR output allowed at once With this in mind before restoring a database on to a different PC either disconnect the existing MyCalls server from the network stop the MyCalls services or uninstall MyCalls from the PC that the backup was taken from The restore process will overwrite the existing databases that are on a PC so if there is data in the database it will be overwritten To restore the databases install MyCalls and when it has installed click cancel at the post installation setup license check window Open the toolkit and from the databases menu select Restore and then choose either the Configuration or Call Records database based on the one you wish to restore 2d MyCalls Toolkit Attach Detach Online Offline shrink Backup Restore Configuration Restore Default Demo Call Records Run SOL Script Test Database Connection Administrator Email Confiquratian SOL Query The program should only be used under the supervision of a support engineer Browse to the file that will be restored and click OK Before the process actually begins the toolkit will stop each of the MyCalls in turn After both databases have been restores you need to start the services again this can be done in Services Start All Once the restore has finished th
15. Outside line access cade 3 311 Number of internal call digits 112 Add 4 Remove Iw Auto Hangup Calls Always dial these numbers externally TUN 52 Page MyCalls Desktop with 3 Party SIP and Analogue Devices The functionality of MyCalls desktop when used with 3 Party SIP and analogue devices is limited This is because MyCalls desktop does not have control over the hook switch on either of these devices For example if you click the answer button in MyCalls desktop because the hook switch cannot be lifted the call won t be answered The following two tables state how the two device types operate Analogue Extension MyCalls Feature Outbound Call Transfer Hangup Hold Recall Park Retrieve Answer Transfer to voicemail NEC IP Dect Device MyCalls Feature Outbound Call Transfer Hangup Hold Recall Park Retrieve Answer Transfer to voicemail Comment on Functionality When a number is dialled in MyCalls Desktop the analogue extension rings and when the handset is picked up the outbound call is made Blind and supervised transfer to an extension work fine After the hang up button has been clicked in MyCalls the terminal remains off hook until the handset is replaced Works Fine When the answer button is clicked the call can t be answered The call can only be answered by manually picking up the handset This feature is not Supported Comment on Functionality When a numb
16. pc0223 9993 Status 127 Page Backup and Restore MyCalls stores all of its configuration and calls in the MyCalls databases these are two separate databases With a backup of these databases MyCalls can be restored on to another PC You can only restore a database from the same version of MyCalls so if you have a version 3 0 MyCalls you cant restore that into a MyCalls 4 0 installation You can perform a backup of the database by opening the MyCalls application and from the System Menu choosing Database backup In the menu is an option to backup the configuration and call records databases seperately backup and then enter the filename to use for the nd description for the backup The filename MUST be a Filename Backup Mame KSSAccounting Backup Backup Description 2 The databases can also be backed up using the toolkit application that is usually C Program Files x86 NEC Infrontia MyCalls tookit exe From the database menu you can select the database to backup aH MhivCalls Toolkit services Message Queue Firewall Clustering Client Licenses Attach Detach Online Offline shrink Backup Configuration Restore Call Records Restore Default Demo Run SQL Script Test Database Connectian Administrator Email Configuration SOL Query The program should only be used under the supervision of a support engineer 128 Page
17. pir Real Time Status o EUER O Ta Users Real Time User Status e Extensions eee DIDs The Real Time User Status is a real ce Pilot Numbers each User and the time in that state m T Trunk Groups A Tasks rc f Real Time Statistics Efe DID Groups Create a New User Status View Pilot Number Groups Choose which organisational group to create the user view for and choose which type of view to wish to create Real Time User Status Configuration M M SE Select the groups s to view may select dne or more groups of users to display You will jle to gri pup the results by any ofthe available parameters Organisational Groups C Organisation mi Organisation agents Show Detailed C Show Overview C Show Summary Hie Short Names The detailed and Overview views are the same as you can create against pilot numbers The Summary View for users is fixed grid view and displays the user s status As the user changes status the colour of line changes and the Status field is updated User Status Window XS Drag a column header here to group by that column Column Chooser Group User Extension Status Time Number Name Agent 200 EXT 200 Available 00 0025 Outgoing 00 00 13 m A gent 201 EXT 201 3133 65 Page MyCalls Agent Control MyCalls Agent Control uses a separate TCP connection to the SV8100 that allows agents and supervisors to control their ACD status u
18. 4 0 0 4 will run on an SV8100 PBX running version 9 system software or greater MyCalls PC Specification The MyCalls server is the PC that is responsible for communicating with the PBX and holding the MyCalls databases MyCalls clients can be installed on users PC s so that they can use the features of the MyCalls application A dedicated PC is strongly recommended for the MyCalls Server Minimum Hardware Specification Intel Dual Core 2 0 GHz Intel i3 Processor 2GB RAM Min 20GB of available Hard Disk Space see note1 Operating systems Windows XP Pro min SP3 32 BIT only Windows Server 2003 SP2 32 BIT only Windows Vista Business Ultimate and Enterprise 32 BIT only Windows 7 Professional Ultimate and Enterprise 32 and 64 BIT Windows Server 2008 R2 32 and 64 BIT Windows 8 Professional and Enterprise 32 and 64 BIT Windows Server 2012 MyCalls clients should be of the same minimum specification as the MyCalls server above Note 1 MyCalls is installed automatically on the C drive the install will fail if a C drive isn t available Sites that have high call volumes should use a PC higher than the minimum hardware specification Thin Client and Virtualised Environments MyCalls is supported in some thin client environments when installed in this way the MyCalls server must be installed on a decicated PC and then a MyCalls client should be installed for deployment on the thin client server Supported th
19. Address Organisation Password Enable Real Time Statistics iw Enable for Hot Desking Users that use the same extension or are not enabled for Hot Desking should be assigned to an extension When users are assigned to an extension that are enabled for Hot Desking they will be offered to login to their default extension To assign a user to an extension select Configure Telephone System PBX Devices Extensions Create or Edit Extensions and then click the edit button against the extension Then click the select button next to Default User and in the select user window type part of the users name in the top left box and select the user Click OK and the user is assigned to the extension Identify an Extension Select User An extension should be named and assigned to a defined userto help others Type in the first few letters ofthe user s name The box will be automatically filled understand its use By specifing the extension type reports on specific types of with all the names beginning with those letters Click Select to choose the user or extensions can be produced Ifthe extension is an AutoAttendant Voice Mail or Clear to choose no user Announcement extension then setting a voice mail timeout will cause any incoming calls to this extension connected for less than the voice mail timeout to be marked PBX Code Number Head Dffice o 08 C C Type part of a user name here Selected user i Richard Name Default
20. At the Edit User Logins screen click Add new User Login In the Login ID enter the digits that the agent uses to logon with Create a User Login EY a Seuil ja able un reports forthe user no Login ID User 600 None Select Notes j tae Once the login ID is entered click select to choose a user In the Type part of a user name here start to enter the name of the user and click on the user from the list of users displayed underneath Click select and the user will appear in the Selected user box Click OK to save the settings Select User 2 will be automatically filled Belect t to choose the user or yis NI AUN Sora m d Type part of a user name here Selected user s Steven Smith Simon King Steven Smith Susan Breaker Select Y Clear 58 Page Click OK again to confirm the changes Create a User Login Login ID 600 Notes You will now return to the Edit User Logins screen repeat the procedure for each ACD Agent that will logon Edit User Logins Add new User Login Once users have been created they will need to logout and back into ACD in order for MyCalls to start reporting on the newly created agents 59 Page Users can be optionally assigned to extensions this is beneficial for when users use the same extension all of the time To assign an extension to a user go to Configure Telephone System PBX Devices
21. Unavailable Code Groups a list of primary logon queues i 9 Devices AE 4 Tasks H A Groups BF Unavailable Codes Configure Agent Control ure A ent Control From the Agent Control Configuration screen select the PBX Type as NEC SV8100 and click Edit Specify the PBX Type Before agent control configuration can take place the type of PBX needs to be specified PBX Type NEC Aspire Y OK Cancel 68 Page In the PBX Connection Configuration screen enter the IP Address of the PBX and the TCP Port used for Agent Control The transaction Timeout should be left at 5 seconds The start AIC code is the first AIC code that was created during the SV8100 Programming by default leave the Start AIC code at 1 If for some reason the AIC codes have been created starting from some other code you can change the start AIC code If for example the AIC codes started so that AIC code 100 logged into ACD group 1 then AIC 101 logged into ACD Group 2 you would set the AIC start code to be 100 Click OK twice to save the changes MyCalls will attempt to connect to the once you have configured this setting PBX Connection Configuration E 7 xj PBX Connection Configuration Enter the IP address and Port ofthe PBX The agent control system requires a contiguous range of 64 AIC codes If your AIC codes are notin the range 1 to 64 please enter the first number in the range you would like to use Ex IP DM PBX Port 5G 4003 E Tra
22. Windows authentication credentials of current user Server authentication using the Login ID and password below Login ID Isa Password sicco 123 Page Click next until you are prompted to enter a server name The server name will be the PC name of the computer that will have MyCalls installed on Enter the name and click next jis MyCalls Installation Wizard Server Name if a Call Processor has not been included in this installation then For MyCalls to operate correctly it needs to know the name of the computer on which the Data Processor has been or will be installed onto Please enter the Server Name pco223 InstallShield Cancel lt Back The MyCalls database will be installed and ready for use On the PC that will be the MyCalls server start the MyCalls installation and choose a custom installation type Choose to install all components except for the Database im MyCalls Installation Wizard Custom Setup Select the program Features you want installed Click on an icon in the list below to change how a Feature is installed Feature Description This option allows vou to install the database You would normally install the database on the same machine as the Call Processor Call Collector Call Processor Applications MyCalls Call Collector Configuration Computer ID Generator This Feature requires 19MB on vour hard drive Install
23. be treated as a normal MyCalls setup The only difference will come when configuring Node Cluster Clients and Group Cluster Clients you must specify the correct Cluster SQL Server in the toolkit If a default instance of the MyCalls database was installed then you should just enter the PC name of the Cluster SQL Server PC If the MyCalls Database was installed into a default instance you should enter Cluster SQL Server PC name If the MyCalls database was installed into a named instance you should enter the PC name instancename where instancename is the name of the database instance Cluster Server Cluster SQL Server pct 642003 pct 642003 The Cluster Server will always be the PC elected as the cluster server 122 Page Installing MyCalls and The MyCalls Database on Separate PC s It may be a requirement to install MyCalls and the MyCalls database on separate PC s If there is a PC that is used as a corporate SQL Server running several instances of SQL database then it might be worth keeping the MyCalls application on a separate server To carry out an installation of this type the first part of this process would be to install the MyCalls Database on the SQL server Installing the MyCalls Database Start the MyCalls installation wizard as normal and choose a custom installation type When asked which components to install select to only install the database component and click next Select the program Features you want instal
24. become corrupted If when you attempt to open the Irf file in the license manager is says it can t open the file then you should re register the license and download the attachment using another method other than webmail MyCalls License Manager Dl xl File License Sv8100 Help Serial Number License Type 951 7025 efcO 4bf3 ae48 1 de2a777750e Mulli U Ser Registered User Registered Company Ivor Bin NEC Engineernng Expires Maintenance Renewal en 708 2008 PBXs Extensions Concurrent Users ACD Supervisors fi Unlimited fi o Agents Agent Desktop Users Wallboard Users lo o fo Call Playback Users Digital Trunks Analog Trunks IP Trunks lo o fo fo Install Click OK to complete the installation of the license MyCalls License Manager 3 A Are you sure you wish to install this license Any previous license will be overwritten Once the license has been successfully installed you will a receive confirmation MyCalls License Manager e A LJ The License has been successfully installed and will be locked to this computer 23 Page Adding Additional MyCalls Licenses To add additional items to a MyCalls installation then they first have to be installed on the SV8100 After the license has been installed on the SV8100 then you will need to re read the license from the SV8100 and carry out the registration process again MyCalls Call Recorder Licensing MyCalls Call recorder licensing works in the sam
25. call records The view can also be filtered by extension number and the recording can still be played back If call recording isnt being used then the loopback calls will still be grouped together but the speaker icon will not be available The only limitation to using this feature is that if a loopback is dialled internally that doesn t have a trunk call associated with it the call is displayed in MyCalls If there is a requirement to dial loopbacks internally for reporting purposes then PRG 35 02 24 Virtual Loop Marking will need to be manually disabled in the SV8100 configuration If the Config Import Tool is ever re run and modifies the SV8100 configuration the PRG item will need disabling afterwards 18 Page Licensing and Upgrading Before any of the MyCalls products can be used the correct MyCalls license should be installed The MyCalls license is usually downloaded from the LMS and stored in the SV8100 Initially after MyCalls has been installed the Post Installation License check takes place this will take you through the process of reading the license from the SV8100 If this process is cancelled at any point then the license manager can be manually started from the Start Programs NEC Infrontia Menu After the license has been read from the SV8100 it will hold its own copy of the license Only when the license changes on the SV8100 would you need to reread the license from the SV8100 When the license is read from the SV8100 it
26. is usual for the SMDR connection to fail click OK to close the test connections window Connected OK tcp iiocde23 9995 KSSCPE Connected OK tcp pcoe2e3 9993 Skatus Connect Failed tcp ffocd 3 9991 SMBR No connection could be made because the target machine actively refused it Connected OK Ecp Jpc zz3 999 7 IK SSDCDServer Connected OK E55 At the Clustering Configuration screen click ok to apply the changes MyCalls will need to restart its services click OK to continue 5 AN The services Call Processor Scheduler and OCD will now be restarted OK Cancel Once the services have all started up you have elected the cluster server Install and Configure Node Cluster Clients Repeat the installation procedure of MyCalls carrying out a complete installation Once the installation has completed cancel the license check and DO NOT do a config import instead start the toolkit application from the c program files NEC Infrontia MyCalls folder MyCalls Toolkit ial x Services Database Message Queue Firewall Clustering Client 104 Page In the toolkit click Clustering In the upper section of the Clustering Configuration select This computer is being used as a node cluster client At the lower section on the configuration screen enter the name of the PC acting as the cluster server in the Cluster Server box In the Cluster SQL Server box enter the name of the PC that is hosti
27. remove MyCalls SQL components Complete Your SQL Server 2008 R2 removal completed successfully Select Instance Summary log file has been saved to the following location Select Features Removal Rules Summary pc0385 20130422 114255 td oe Information about the Setup operation or possible next steps Removal Progress T Your SQL Server 2008 R2 removal completed successfully Complete Click close once the process has finished To complete the removal process delete the MyCalls installation folder which will be C Program Files x86 NEC Infrontia MyCalls MyCalls will now be completely removed from the PC MyCalls Clients To completely remove a MyCalls client in Control Panel gt Programs and Features remove the MyCalls application Y A gt Control Panel All Control Panel Items Programs and Features Yv Search Programs and Features Control Panel Home Uninstall or change a program View installed updates To uninstall a program select it from the list and then click Uninstall Change or Repair Turn Windows features on or Organise v Name Publisher Installed On Size Version j Microsoft SQL Server 2008 R2 Microsoft Corporation 22 04 2013 j Microsoft SQL Server 2008 R2 Native Client Microsoft Corporation 22 04 2013 10 50 1600 1 5 Microsoft SQL Server 2008 R2 Setup English Microsoft Corporation 22 04 2013 10 50 1600 1 5 Microsoft SQL Server 2008 Setup Support Files Microsoft Corporatio
28. same way as MyCalls Desktop The only difference in configuring MyCalls Desktop Lite is that the users are created as a different user type 41 Page V8100 MyCalls Desktop Programming some of the features that are available in MyCalls Desktop have to be enabled on the SV8100 before they will work in MyCalls The MyCalls features along with the related programming commands are listed in the table below a HUND Programming Commands Comment Feature Wizards COS Call Forward There are several call forward class of Call Forward service items that can be enabled disabled for call forwards Wizards COS Call Forward Off premise Turns on call forward External External Trunk to Trunk Transfer Wizards Trunks Trunk to Trunk Routing Assign a trunk group used for trunk to Barge In _ in to another Wizards COS Barge in Receiving Turn on to allow an extension to be ee I NI Broker Wizards COS Automatic On Hook Transfer If the broker feature is being used and On Hook transfer is enabled the desktop user clears down the call the two callers are transferred together If the broker feature is being used then this should be disabled Paging Wizards Extensions Extension Internal Extensions should be assigned to Paging Group paging groups before MyCalls will be able to page Transfer to Wizards System Numbering Plan This is the code used by MyCalls voicemail Service Codes Single Digit Code to transfer call to
29. successfully created you should see calls from the newly added PBX in the call records view 14 117 2007 OO OO Drag a column header here to group by that ealumn Date Time FEX From Device To Device Number 14 11 2007 14 19 Leicester 200 200 003 009 01166431 14 11 2007 14 13 Leicester m 010 Urr 312 i 14 11 2007 14 13 Leicester 200 200 DAI D41 118643 E 14 11 2007 1355 Head Office 200 EXT 200 001 Line 001 0150964 v 14 11 2007 1354 Head Office D33 Lime033 T0920 14 11 2007 13 32 Head Office O01 Line 001 15096431 zBSsHSSEERAHESHSSSESSEEESSSHSSEEESSSSSSREHSESESSSESSEESSSEHSSERESRSESSSSRSESSESESSSRSSEEESBSESREESESRSESSRSESSZERESSSSSRSEEEERFURSRSERRSENHRSESSZEEEESRSRSEEEERBSESRESRSESRESRSRSEERGSSSHUSEEESSESSSERSESSESSSSESSEEESSSHSSEEESSSSSEESESSESESSSESSER ERSSSSEEESSSESSSESRSSSEESEREE Adding an SL 1100 SL1000 Adding an SL1100 using the collector configuration application is very similar to adding an SV8100 The only difference being the SL1100 does not have a connection for P Events Load the collector configuration application Under Collectors Local Collector Network Connection click on Create a New Network Connection Give the connection a meaningful name select the associated PBX enter the IP Address of the PBX and enter the port number for the SMDR Once all the information has been entered click OK Create a New Network Connection
30. the PBX s that are directly connected to the cluster server DO NOT select statistics for any of the node cluster clients PBX s EB Clustering Configuration E B x C Clustering is not being used C This computer is being used at a node cluster client Typically you will set up the Configuration Statistics and Reporter PBX monitor lists to contain only the PBs that are directly connected to this computer This computer is being used as a group cluster client Typically you will set up the Configuration and Statistics PBX monitor lists to contain only C the PBXs that are directly connected to this computer The Reporter PES monitor list should contain all the PBs that the group cluster client needs to report an ie This computer is being used as a cluster server Typically you will set up the Configuration and Reporter PBs monitor lists ta contain all the FB The Statistics PBS monitor list should only contain those PEs that are directly connected to this computer PEs Monitor Lists Configuration Reporter fal Head Offices E Iw Head Office nan Leer iv Leicester SeectAl Iw Mottingham El Select Nene Select None Statistics C Leicester Select Al Reload PB Lists O Nottingham Select None Cluster Server Cluster SOL Server Test Connections Cancel OK 103 Page Click the Test Connections button and the cluster configuration will verify it can connect to its own services It
31. to InstallShield Help Space lt Back Cancel 124 Page At the Call Collector Name prompt DO NOT change the name from local collector and click next jig MyCalls Installation Wizard Call Collector Name If you are installing a Call Collector you need to choose a name for it Note that if there are several Call Collectors installed in your company each one must be given 4 unique name and that name must be used when the Call Collector is added to the configuration If you have already performed a Complete Setup there will already be a Call Collector with the name Local Collector and you must enter a different one below Please enter the Call Collector Name Local Collector At the database configuration screen choose to Select the SQL Server and click browse When you click browse select the PC name that the MyCalls Database is installed on If the MyCalls database was installed into a named instance then select the PC name followed by instancename Once the database server is selected then select Server authentication and enter an appropriate login ID and password Click next and complete the installation wizard im MyCalls Installation Wizard Database Server Select database server and authentication method C Use MyCalls s own server Select the SQL Server to connect to or click Browse to see a list of all SOL Servers Database Server PCO1642003 Browse Connect
32. to or click Browse to see a list of all SOL Servers Database Server PCO335 KS5 Connect using Windows authentication credentials of current user C Server authentication using the Login ID and password below Login ID m Password InstallShield lt Back Next gt Cancel Enter the name of the MyCalls server and click next and then complete the installation wizard by clicking next twice and then finish im MyCalls Installation Wizard Client Installation if a Call Processor has not been included in this installation then For MyCalls to operate correctly it needs to know the name of the computer on which the Data Processor has been or will be installed onto An IP Address must not be entered here It must be a computer name Please enter the Server Name pcosas InstallShield lt Back Cancel 51 Page Once the installation has completed the call control service will be active From the MyCalls server enter the name of the Call Control Server PC in the TAPI Connection Configuration That is the PC that the call control service was installed onto Click OK to save the changes TAPI Connection Configuration Enter the name ofthe computer running the Call Control Service If vau need to dial a code to access an outside line enter it here Enter the maximum number of digits far an internal call and also exclusions ta that rule Call Control Server name mycalls
33. voicemail Voicemail Access The transfer to voicemail option is configured to be 6 as a single digit option by default When MyCalls configures the SV8100 it disables on hook transfer on the SV8100 The reason it is disabled is that MyCalls takes responsibility for deciding if a transfer is a supervised or blind transfer With On Hook Transfer enabled if a MyCalls Desktop user receives a call and makes a call to another extension and then cancels the call it would be transferred to the other extension On hook transfer can be enabled on a per class of service basis and therefore could be enabled for non MyCalls desktop users 42 Page Configuring MyCalls Desktop Once the MyCalls licenses are active in the MyCalls application and the 3 Party TAPI driver is running then you ready to configure MyCalls Desktop Login to the MyCalls application as a PBX administrator and from the configure menu select Telephone system then expand the PBX name expand Call Control select Call Control then click Configure Call Control Configure Telephone System El l PBXs an Head Office Call Control Groups Call Recording lf Agent Control A Call Control Group defines the rest Elf Call Control group These restrictions include the m Service Codes liens E d Devise Configure Call Control H fi Groups Use the Call Control wizard ta ena method of call control that is ta be Create or Edit a Call Control Group From the control type
34. will program the required items in the SV8100 After configuring the SV8100 the config import tool will download key information required for MyCalls such as extension DDI names and numbers Installing the MyCalls Server The MyCalls server is the PC that will be responsible for collecting the SMDR and P commands from the PBX and storing it in the MyCalls database It is possible to install other MyCalls clients that can connect to the MyCalls server to us the MyCalls application From the folder that MyCalls was unzipped to run setup to start the installation wizard AspireMyCalls 3 10 xl File Edit View Favorites Tools Help ae Back QI D P Search ic Folders m Address C AspireMyCalls X Go MST File IE xpress Setup 4 4 KB Microsc ft File and Folder Tasks Rename this File qucd ra ae i Si ip cage MST File ay Move this File FEC orporation 61KB A Copy this file Autorun T Information Publish this file to the Data1 web 26 28 E mail this File gt Delete this File p PIREN dotnetfx Module vision Corporation oi e Microsoft Corporation Other Places a Myc alls ies NS Ins taller Package Contact Your local administra amp Local Disk C 8 5 2 KE NEC Infrontia Lj My Documents Setup 3 My Computer Configuration Settings amp J My Network Places 2 KB 7 Page The installation wizard will begin InstallShield Wizard Preparing to Install
35. 0 1600 1 10 50 1600 1 4 0 0 3 In order to upgrade to a later version your license will need to contain ja LEE use the Help gt Upgrade Requirements menu option from the main application Are you sure you want to continue 31 Page Once the MyCalls application has un installed remove Microsoft SQL Server 2008 R2 At the first menu click remove Add Choose this option to add features air Choose this option to repair the product Remove Choose this option to remove the product Click OK when prompted Setup Support Rules Setup Support Rules identify problems that might occur when you install SOL Server Setup support files Failures must be corrected before Setup can continue Operation completed Passed 6 Failed 0 Warning O Skipped 1 Show details gt gt View detailed report When prompted select the option to remove the KSS instance Select Instance Specify the instance of SQL Server to modify Select Instance Select the instance of SQL Server to remove To remove Management Tools and shared features only Caled eee ee select Remove shared features only and then click next Removal Rules Instance to remove features from Ready to Remove Removal Progress Installed instances Complete Instance Name Instance ID Features Edition Version MSSQL10 50KSS SOLEngine SQLEn 10 50 1600 1 lt Back 32 Page Once the KSS instance has been selected then complete the wizard to
36. 00 Apply Group box Col chooser Expand all Contract all ACD Group agent Help ACD Wrap up Mode Automatic A SLT Automa ACD Off dut Automatic Wrap up End Time Group 01 Piter Callis firished automaticaly C _Dont receive Once this is configured agents monitored by MyCalls will exit wrap up in this timer unless a lower time is specified against the Agent Control Group The example below shows ACD 1 2 3 and 5 have Custom wrap up timers set as there is nothing entered for ACD 4 this will follow the wrap up timer on the SV8100 ACD Queues Available ACD Queues Included ACD Queues Name Primary Login Wrapup 01 v 00 05 02 W 0030 l 03 Fj 00 15 EJ 04 71 Page Unavailable Codes Unavailable codes can be put into groups and assigned to Agent Control Groups Unavailable codes allow agents to specify a reason for going unavailable This unavailable code is displayed in real time status windows in the MyCalls application unavailable codes can also be reported against To create an unavailable code group you must first create the unavailable codes you require go to Configure Telephone System PBX Agent Control Unavailable Codes Click on create or Edit Unavailable Codes Configure Telephone System PBXs eS Seeley oe ae p 3 5j Head Office Unavailable Codes zd Call Recording 3 9 Agent Control Unavailable codes define reasons that a user ma Z Agent Co
37. 10 32 41 73 Page Once all the required codes have been created they have to be put into groups and assigned to an Agent Control Group Go to Configure Telephone System PBX Agent Control Unavailable Code Groups Create an Unavailable Code Groups and click Create an Unavailable Code Group D Configure Telephone System g v PBXs a Head Office ks 2 Call Recording UU parare go See ex Se E Una ailable C ode Groups 5 i Agent Control Unavailable codes define reasons the A E Agent Control calls These codes may be grouped MEE UE Unavailable Code Groups Control Group to restrict the unavailal Devices D NT E j Groups E 87 Unavailable Codes Create an Unavailable Code Group Use the Create Unavailable Code Unavailable code group that will co also be able to add a recognizable Enter a name for the group and click OK Create a New Unavailable Code Group Sete 16 ge uv voeem its odes Unavailable Coc as itric uf unreal codes that users can i PBX Code Head Office Name Sales Unay Codes Now navigate to the group and click Edit Unavailable Code Group Configuration o Configure Telephone System PBXs A Head Office E 4m Call Recording Unavailable Code Sales Unav Cod 5 9 Agent Control Unavailable Code Groups are groups of unava z B Agent Control an Agent Control group This allows user acce B EU Unavailable Code Groups restricted
38. 53 2 Page MyGalls Gall Gelesen mtd II mE EE MEE eee 54 MYG AlS AG Git CONTO ae c a 54 oVOTODJ FOG ea cee eee ete a ie a ee eese ied acct tees decease 54 Soja ce lala NYC e cere pemeence rnretnoe eesretr en mre kae enn enor tate tor tere rnsr tpren nner mer trepn er csepe ater tere 55 Contiqurindg Pilot Nu trmbetS u i esto cde ba ee fu bat tuom dura bas scans es eas ee dU ul 55 Creating Users Agents Using MyGallS 3 5 ie a apeipusUe bi uR a utut imus us 56 Creating Users Using The Config Import Tool eelseseeseseseeeeeernneeennn nnnm 60 Creating Real MNA soo E 63 Heal Time Status Pilot NBUmbOGtES iie EIE UAR Suelo pes usce DRM M EN DM ED MP DUUM PP LR eee 63 Heal Tine Status USE uode ide Ee O 65 My Calls Agent CONTO riae MNNEDE M DM MIU 66 Svo TOU PROCLAIM Gi cesses Lo epos he pcg Uti eus tud ud i oce nubes Eosdem Usum Lu seen en Uo uue i uds ee 66 Configuring MyCalls for Agent Control sseeseeesssssessseseeeeee nennen nennen nennen nnn nnns 68 Set the Agent Control IP Address TCP Pott cccccccsceeccceccessseceeeeeeseeeeceeeeceeeeeeeesceeesseeeeeeesesaaees 68 7X0 ih Goes usitate Sate eee ieu Pen SU LM UE M EE 69 NAY NO bomines an e T 71 Gio aA ye Lede a OOdeSoctas satt ate UE S M E EE E M ase 75 Skill Based Routing Management ccceececeececeececeeeeceececeeceseeeeseeeeseeeseeeeseeeeeees 76 SKIE SOS datae c Due E EDI UIDI MEIR MUSS 71 Assig
39. 90 55 01 is set to 0 A license will also need to be installed on the SV8100 When the MyCalls license is registered it is bound to the CPU and MyCalls checks on start up that it is connected to the correct CPU If a CPU is replaced then MyCalls will not start until the MyCalls licenses exist on the new CPU When the licenses exist on the new CPU the license should be re read and re registered using the license manager MyCalls Desktop requires the 3 Party CTI license to be installed on the SV8100 19 Page Reading the License from the SV8100 If a license is being upgraded or you need to run the License Manager manually from the Start Programs NEC Infrontia MyCalls menu start the License Manager application Select SV8100 Read License from Switch MyCalls License Manager File License Sv8100 Help Generate Registration Request File Registered User Registered Company p Enter the IP Address of the PBX and click read license The TCP Port can be changed if required you would only change the TCP Port if PRG command 10 47 had been changed Snare Installation Tolice ise the application firstly the license must be read from the switch ar the switch IP address and modify the port if necessary Click the read ic ense button The license will then be displayed This license needs to be a E vies the Generate Registration Request option off the SV8100 iu then the validated return license needs to be in
40. ARGIARDOAZARDISROARAASAIAAAZARZOIARARAZAZARZDAZAAZARAAAARAZAR RA RR Once users have been created they have to be put in call control groups A call control group is where you can allow users to use call control and define permissions for these groups In Configure Telephone System Call Control Call Control Create or Edit a Call Control Group Enter a name for the Call Control Group and then from the list of users add them to the list included users by clicking Add In the lower section of the window permissions can be configured for members of the call control group Configure a Call Control Group A call control group should be named help others understand its use The Users list should contain all the users who are to be controlled by this group PBX Code Name Head Office Users Type part of a name here Included users Add Remove er 4 la iv Allow Answer Call iw Allow Set Forward iw Allow Barge In iw Allow Make Call iw Allow Set DND iw Allow Pickup Call iw Operator Cancel Once the users have been configured they will be able to login to the MyCalls or desktop application and use the call control functions 46 Page Accessing Call Control Features in the MyCalls Application m When a call control user first logs on to the MyCalls application 35 they enter their user name and configured password If the user if a Hot Desking User then they will be asked to choose an extension to logon
41. Click to Enter Exit Wrap up 80 Page _ Refreshment Natural Break Unavailable Click the arrow to choose an unavailable reason If unavailable codes are not setup click the icon to go unavailable Once logged in an agent can close the MyCalls application down and they will stay logged into their ACD groups Options Lack Always On Top Tool Buttons Compact Display Tool Buttons Tool Button Configuration To assign ahotkeyto a button select the button click an the new hot key hax then press the hot key you require Click the Assign button ta assign the new hot key Click the Reset All button ta reset ta the factory default Category Agent Control Buttons MW Log Out M Wrapup If Exit Wrapup v Unavailable v Available Options Click the options button to view the list of available options Lock Will stop the toolbar stop a user from being able to move the toolbar Always on Top If always on top is selected the toolbar will always sit visible in the screen If other applications are running the toolbar will sit on top of those applications Compact Display Select to reduce the size of the icons that are shown in the agent control toolbar Tool Buttons Click to add and remove buttons from the agent control tooloar and change the order in which they appear Hot Keys can be assigned to the buttons for example the default hot key for Login is C
42. Drag a column header here to group by that column WYWWWVVVVVVVWWVEVEVEVVVEVEVEVEWEWEWVEWVVVETVETVETWEWEWEWEVVEVVVVVETVEWEWEWVVVVVVETTTTTTETEVEYYYYYYY Unassigned Unassigned ACD Queue Hunt Group To manually add a pilot number you can click Add new pilot number in Edit Pilot Numbers or click create a range of pilot numbers in Configure Telephone System Devices Pilot Numbers When adding the pilot numbers make sure to set the type to ACD Queue Create a New Pilot Number 2x Identify the Pilot Number By adding a name and selecting the correct type of the pilot number users will be able to recognise it easily D CLLELLLCLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLCLLLLLLLLLLLLLLLLLLLLLLCLLLLLLLLCLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLUUDOODOOOO000000000000000000000000000000000000000000 None rH OPPPERECEROROORRR 3 0033030303232 3323232232323 2323232323732 OESES 3 3 3 379 8323323232323 23 323 3232323237323 3 373 3 33323 19 3 ESOS TEES 3 3 3 1 339 1 3 0 0 0 8 28 0808 EEE EEE III III III III III III III NN PBX Code Number Head Office Name Type ACD Queue E Unassigned Pilot Number Group ACD Queue None unt Group Notes a 55 Page Creating Users Agents Using MyCalls From the Configure Organisation menu typically here you would create groups that represent departments or common groups of agents These groups can be used to create real time windows or for reporting purposes Within
43. E Call Details Configuration Select the PBXs to include in the report By selecting the include deleted PBXs it is possible to report on configuration PBs to Include Head Office Select All i Select None Notingham nclude Deleted PBXs Prev Next o Pev Reporting Clustering Mode A cluster server should be able to report against all PBX s that have been selected for reporting in the toolkit clustering configuration Node cluster clients will only report against their directly connected PBX s Users When users are created they are not tied to a PBX Each PBX or user of MyCalls should have their own user name and password to login to MyCalls with There are two reasons for this each user in MyCalls has their own set of layouts If a user logs onto MyCalls at a head office PBX and then a PBX that cannot see the head office the layout will fail to load The other reason for creating users is for security to stop unauthorised users logging on 119 Page Using MyCalls with SQL 2008 R2 By default MyCalls comes with SQL Express 2008 R2 SQL Express 2008 R2 will store up to approximately 50 000 000 call records Once with limit has been reached it will be necessary to purge historic data from MyCalls With SQL 2008 R2 there are no limits on the amount of data that can be stored SQL 2008 R2 is therefore ideal for organisations that have the requirement to store over 50 000 000 calls within MyCalls An
44. Items Programs and Features vC Search Programs and Features JO Control Panel Home Uninstall or change a program View installed updates To uninstall a program select it from the list and then click Uninstall Change or Repair fa Turn Windows features on or off Organise Uninstall I Install a program from the network Name Publisher Installed On Size Version e Microsoft SQL Server 2005 Compact Edition ENU Microsoft Corporation 05 04 2013 1 92MB 3 1 0000 j Microsoft SQL Server 2008 64 bit Microsoft Corporation 22 03 2013 A MyCalls NEC Infrontia 22 03 2013 328MB 4 0 0 1 ai Notepad 25 02 2013 6 3 Microsoft Visual Studio Tools for Applications 2 0 E Microsoft Corporation 22 03 2013 234MB 9 0 30729 amp SolarWinds TFTP Server SolarWinds Net 19 02 2013 SolarWinds TFTP Se W SV8100 PC Pro NEC Unified Solutions 08 01 2013 131MB 8 00 00 9 TeamViewer 8 TeamViewer 03 04 2013 8 0 17396 lt gt NEC Infrontia Product version 4 0 0 1 Support link http www KelmarSoftwareSolutions com QE Help link http www KelmarSo Size 328 MB You will be reminded that the upgrade license need to be applied before the upgrade can take place click yes to continue or no to cancel d the correct upgrade items To view your upgrade eligibility use the A Help Upgrade Requirements menu option from the main application Are you sure you want to continue Once the old MyCalls software has been removed install the n
45. Login and also add any user defined notes Create a Range of User Logins Use the Create a Range of User Logins wizard to create a specified number of user logins The user logins will not be assigned to any user or skill set so they must be configured individually at a later date Delete a Range of User Logins Use the Delete a Range of User Logins wizard to selectively delete multiple user logins The user logins can be sorted by any of the user login attributes to make the selection easier Before the skill sets can be managed in MyCalls Skill Based Routing must be configured on the SV8100 refer to the ACD Installation manual for further details All agents including those that are not using Skill Based Routing should still be listed in the SV8100 PRG Command 41 23 or Easy Edit Advanced Items ACD ACD Skill Based Routing ACD Skill Based Routing Login code This is because MyCalls will use this as the SV8100 as the master list of user login PIN codes when it s read from the SV8100 76 Page Skill Sets A Skill Set can be defined and assigned to Agents When you first click Edit Skill Sets MyCalls will connect to the SV8100 and download any existing configured Skill Based Routing Tables This is effectively the data configured in the SV8100 PRG Command 41 23 or Easy Edit Advanced Items ACD ACD Skill Based Routing ACD Skill Based Routing Table Skill Based Routing Edit Skill Sets Edit Skill Sets A skill set
46. MyCalls Setup is preparing the InstallShield Wizard which will guide you through the program setup process Please wait TE At the Welcome screen click next is MyCalls Installation Wizard Welcome to the Installation Wizard for MyCalls The Installation Wizard will install MyCalls on your computer To continue click Next i WARNING This program is protected by copyright law and international treaties i MyCalls Installation Wizard License Agreement A Please read the Following license agreement carefully MyCalls License Agreement Please carefully read the following license agreement for the license of the product MyCalls software Licensed Program produced by NEC Infrontia Corporation The Company The Company grants to you the right to use this Licensed Program in accordance with the terms specified in this document By installing this Licensed Program you consent to be bound by and become a party of this Agreement C 1 accept the terms in the license agreement Print ttsresssessessessssssssesesssssssessesssarsessssestessresssstssesssessesarsessesseesssntesereseseresnssessenesesesteai e I do not accept the terms in the license agreement e TTE esretssessssssressssnssnrsssssnssnesesesssesesessrsssssssssntssessssssestessseneesseasesnessTessessssssessenesntent InstallShield 8 Page Select Complete and click next A complete installation will
47. MyCalls and the node cluster client installation is completed This procedure can be repeated for each node cluster client that will exist in the enterprise 106 Page Scenario 3 Clustered Install with Group Cluster Clients The steps for this installation scenario are summarised as follows Make sure that all the PBX s are programmed for MyCalls Refer to the MyCalls Installation guide for further details Install MyCalls and Elect the Cluster Server Install the MyCalls Enterprise license on the SV8100 that will hold the license On the MyCalls Cluster Server read the license from the SV8100 holding the Enterprise license and register it Install the license that will enable SMDR and P Commands on all of the other SV8100 s that are part of the enterprise Carry out a complete installation on the Group Cluster Client PC and configure it as a Group Cluster Client PC Do the config import for each of the PBX s in the group cluster client Install MyCalls and Elect the Cluster Server Follow the instructions from scenario 2 for installing MyCalls and electing the cluster server Once you have elected the Cluster Server you can do the config import for the PBX connected to the Cluster Server Before installing and configuring the Group Cluster Clients make sure you install the Enterprise license Install and Configure Group Cluster Clients Again this procedure is similar to that from scenario 2 On the Group Cluster Client PC
48. PBXs that are directly connected to this computer This computer is being used as a group cluster client Typically you will set up the Configuration and Statistics PBX monitor lists to contain only the Aide that are directly connected to this computer The Reporter PBX monitor list should contain all the PBXs that the group cluster client needs to report on This computer is being used as a cluster server Typically you will set up the Configuration and Reporter PB monitor lists to contain all the PBXs The Statistics PBX monitor list should only contain those PBXs that are directly connected to this computer C PBX Monitor Lists Configurati onfiguration Reporter v Leicester Select All Nottingham Select All a __SelectNane Select None Statistics Bt Head Office t v Leicester Select All Reload PBX Lists w Nottingham Select None Cluster Server Cluster SQL Server pc0223 pc0223 kss Test Connections Cancel OK Z At the Clustering Configuration screen click ok to apply the changes MyCalls will need to restart its services click OK to continue y AN The services Call Processor Scheduler and OCD will now be restarted OK Cancel 108 Page Each of the MyCalls services will all stop and then start Click OK at each prompt The group cluster client in now configured Ensuring that each PBX is configured carry out the configuration import for each PBX Befo
49. Pilot Number statistics may not be available on your telephone system Check with your maintainer for details PBX Display Values Head Office v Historical Current Only Head Uffice Be I Notingham All Analog Phones hd Refresh Time s 10 Reporting Non Clustering Mode When a report is run by default information will appear for all devices regardless of which PBX they were made from lf there was an extension 200 at each site and you run a report against extension 200 it would show stats for every extension 200 To report specifically against one PBX you have to filter the report against a PBX When editing the report configuration check the PBX s box Call Details Configuration Specify the devices to filter the report to The report can filter the results to only include calls that match selected criteria such were handled by Extension Group Sales Select the types thay you wish to filter the n filtering will be configured later in the wizard depending on what you select Ifyou do m results to a certain type of device then do not not select that option Account Codes Groups Pilot Numbers Groups Costing Types Callers Groups Extensions Groups Call Durations w Call Types iv PBXs Trunks Groups Users Organisation Groups DiDs Groups Dialed Received Numbers Prev Next Finish 118 Page Once you have selected to filter by a PBX you can choose which PBX s to include in the report
50. User EXT 200 Richard Organisation Tum Type Extension Group Unassigned None fl Clear 4 Voice Mail Timeout Seconds v Enable for Hot Desking o Enable Real Time Statistics Cancel Created By Creation Date Repeat this procedure for each user that will need creating Users can be created en masse if there are several users to create this can be achieved using the config import tool Details of how to do this are shows in the Using the Config Import Tool section of this manual 45 Page While editing extensions you can choose to enable an extension for Hot Desking Extensions that are not enabled for Hot Desking are not available for Call Control Users to logon to Edit Extensions Edit the Extensions The type and user group of multiple extensions can be changed by clicking the right mouse button and cc and pasting onto the other extensions To edit an individual extension click the edit button for that extensii Drag a column header here to group by that column Number j Name Type Group User Desking 2015 ET E eene ME Nore eee mrs ei B 202 EXT202 Unassigned None o None A 203 EXT 203 Unassigned None None 1i amp RRARARRIARDIAARDIARIDIARGZIARIDIARZASRIIAROIASSAIARODIARZZARIZASZAIAARIIARZIASSAAAATIARZDIARADARZIARIAAIJASIIARDIARDIARDODAARIDIARODAROIARIZARIOAZAOATARA2IARIZARIOZAROIAAOIAROAIAARDIARDOAIAAIIARDODZAAROIASAOZAZRAOATAZ2Z2AZAOAAAOZARAOZARGIAROZAROIAROZTARAOAZ
51. allows a skill level to be defined for each pilot number The skill level is a value between 1 and 7 where 1 highest and 7 is the lowest level of skill Only pilot numbers that have been configured for skill based routing will be Skill sets that have not been assigned to any users are displayed with a grey background Skill Set Skill Set Name Sales Support Customer Service Overflow Reception 001 General 5 5 5 i1 T 002 AlHigh d A P X a 003 All Low FO L t F Fi Vad 1 1 in o4 0M 8E qQEENREYERARRRERRRRREREREEREERERRRRRRRRRRRERRRERRRERERERERERERERERRHYERRRARERERRAEEA a ettette etea By default only skill sets that are assigned to agents are displayed the check box in the lower left hand section of the window can be toggled to show all 512 entries in the table Only ACD groups that are configured for Skill Based Routing in PRG command 41 22 Easy Edit Advanced Items ACD ACD Skill Based Routing ACD Skill Based Routing Setup are displayed The Skill Set can be given a meaningful name this makes it easier for an end user which agent is assigned to a particular skill set The skill level can be changed in here and the values are written back to the SV8100 When setting the skill level 1 is the highest and 7 is the lowest 7 Page Assigning a Skill Set to an User Skill sets can be assigned to users the first time you click Create or Edit a User Login MyCalls will download the User Login PIN
52. anced users Installshield lt Back Cancel 120 Page From the list of components make sure everything is selected and click next im MyCalls Installation Wizard X Custom Setup Select the program Features vou want installed Click an an icon in Ehe list below bo change how a Feature is installed Feature Description Call Collector Configuration should be installed iF you want to modify the configuration of the call collector From this computer coves ESN Call Collector H E Call Processor E Applications PR mE Ty calls M Call Collector Configuration E Computer ID Generator we E Database This Feature requires 57MB on vour hard drive Install to Program FilesiWMEC Infrontiaihy Calls Installshield Help Space z Back Cancel At the collector screen leave the name as Local Collector and click next T My Calls Installation Wizard Call Collector Name IF you are installing a Call Collector you need to choose a name For it Note that iF there are several Call Collectors installed in your company each one must be given a unique name and that name must be used when the Call Collector is added to the configuration IF you have already performed a Complete Setup there will already be a Call Collector with the name Local Collector and you must enter a different one below Please enter Ehe Call Collector Name
53. and trunks as required gt Configuration Import Tool File Help a ia ey A aa FHIGLIE uon e Y ra a 1 LA A d s s m dip JA PO an ls TM ORAE Doa Jc n i zd TF CS 2 Oval 4 fk led q a MECH Jm NE SWIECA USING the dowr Configuration Import 87 Seta Assign Configuration to PBX Code A Callers ABB Dial Select a PBX x Carriers Select a PBX P Head Office Leicester JE Extension Groups Nottingham B Pilot Numbers Z isha da Bice Bf Service Codes jo z Pon SMDR Serial Configuration HESS Patt Raud Rate Repeat this procedure for each SV8100 that will exist within the Enterprise 99 Page Scenario 2 Clustered Installation with a Cluster Server and Node Cluster Clients The steps to installing this scenario are summarised as follows Make sure that all the PBX s are programmed for MyCalls Refer to the MyCalls Installation guide for further details Install MyCalls and Elect the Cluster Server Install the MyCalls Enterprise license on the SV8100 that will hold the license On the MyCalls Cluster Server read the license from the SV8100 holding the Enterprise license and register it Install the license that will enable SMDR and P Commands on all of the other SV8100 s that are part of the enterprise Configure and add node cluster clients as required Do the config import for each node cluster client Installing MyCalls Once the PBX has been pro
54. antia European Aspire Line presented using Call Date in Line Field Ignore f MEC Infrantia European Aspire LinePresented using Call Date in header o SMDR Format MEE Infrontia European Aspire xM 120 Line DID presented Use computer Date UA Event Format MEL Infrontia European 120 DOI presented Call Date in header HE SM Max lines per SMOR Record 1 W Events You will be ask if you wish to overwrite the current template click yes and then OK Edit the Telephone System Template AN Are WOU sure you want to averwrite the current template Click Close to shutdown the Collector Configuration Application and start MyCalls From the view menu select Audit Log Window Drag a column header here to group by that column Column Chooser Date Time kd System Category Action Result Description who 14 11 2007 13 41 fec223 Decoder Transp i Start Success Leicester Network data source Leicester Events 14 11 2007 13 41 a Decoder Transp Start eicester Network data source Leicester SMDR ia it 2007 1338 PENES 00223 mS F pplication GS T Success Cal Processor Licensed for 3 PEs bl U nlimited Extensions 4 E SSTSTEM Review the audit log and make sure the connections that were created have started successfully If they do not start check the PBX programming and review the IP address and port numbers entered in the collector configuration application 115 Page Once the connections are
55. assword to login to MyCalls The user role should be selected from the drop down menu the user role defines the access level of the user within the MyCalls application For a detailed description on which features are available to the different user roles refer to the version differences document accessible via the help menu in MyCalls If MyCalls Call Recorder is being used you can give the user permission to playback recorded calls by selecting Enable Call Playback If you wish to create real time views displaying statistics for the user the select Enable Real Time Statistics Once users have been created they need assigning to a PIN number The pin number is the code entered by an agent when they are prompted to Input Your ID on the SV8100 Keyset To assign a user to a pin number go to Configure Telephone System Select the PBX Devices User Logins PIN Codes Click Create or Edit a User Login Configure Telephone System T ens User Logins PIN Code 4 1 Call Recording E 9 Agent Control El Devices 3 f Account Codes off DIDs User Logins are the codes th receiving calls in an ACD envi codes hye Task AE Extensions vM Pilot Numbers Create or Edit a User Login E Trunks Use the Create or Edit a U edit an existing user login 48 User Logins PIN Codes Hj fg Groups notes 8f Unavailable Codes Create a Range of User Lodi lI lea tha fraata a Danna nf 57 Page
56. ation Enter the name ofthe computer running the Call Control Service If vau need to dial a code to access an outside line enter it here Enter the maximum number af digits far an internal call and also exclusions to that rule Call Control Server name mycalls Outside line access code Always dial these numbers externally 3 311 Number of internal call digits 112 Add 4 Remove Iw Auto Hangup Calls Click OK the save the changes 44 Page Users now have to be created to allow them to use call control features in Configure Organisation click create new user When creating users at least one PBX Administrator should be created this will allow a nominated user to carry out administrative functions Enter a name for the user set the User Role as required and select Advanced or Basic from the Call Control drop down menu Advanced users are normal MyCalls desktop users Basic users are for MyCalls desktop Lite Users can be enabled for Hot Desking by turning this feature on it allows a user to select which extension they will logon to when they first logon to MyCalls If a user is not enabled for Hot Desking then the user must be assigned to an extension Assign the correct user role Users are people who in generally employed by the organisation By setting the users role you can restrict configuration modifications to the appropriate users Name Abbreviation Rich Job Title User Role User Y Group Email
57. aunch a wizard to upgrade SQL Server 2000 SQL Server 2005 or SQL Server 2008 to SQL Resources Server 2008 R2 ane T Search for product updates Options Search Microsoft Update for SQL Server 2008 R2 product updates From the menu select Upgrade from SQL Server 2000 SQL Server 2005 or SQL Server 2008 SQL Server 2008 R2 Setup l C mim a License Terms To install SQL Server 2008 R2 you must accept the Microsoft Software License Terms License Terms Setup Support Files you live one of its affiliates and you Please read them They apply to the software named jabove which includes the media on which you received it if any The terms also apply to any Microsoft updates supplements Internet based services and a a g Copy Print I accept the license terms E Send feature usage data to Microsoft Feature usage data includes information about your hardware configuration and how you use SQL Server and its components See the SQL Server 2008 R2 Privacy Statement for more information Click accept the license terms and click Next 37 Page Specify the instance of SQL Server to modify Setup Support Rules Select Instance Select Features Disk Space Requirements Error Reporting Upgrade Rules Upgrade Progress Complete Select the instance of SQL Server to upgrade To upgrade only Management Tools and shared features select Upgrade shared features and then click next Instance to
58. box Colchooser Expand all Contract Pregramming Level Ei ACD MIS Connection Part ACD MIS ALD Agent Control ACD MIS Notification when ACD Call receives Busy Advanced Items A ACD Automatic Call Distribution E ACD MIS Setup AUD Time Patterns The remaining ACD programming must be done manually and is not done by the MyCalls config Import Tool Each Agent must be set to AIC login Wizards Advanced Items ACD Agent Setup ACD Agent Log in Mode Lal Untitled NEC Philips Sv8100 PCPro E File View Programming Communications Tools Help FD IBEI A g oOomiviet liaavli sle Wizards Programming Level E F Ox Apply Cancel Default Group box Col chooser Expand all Contract all Extension Login Type Station Fort EAT 200 Advanced Items D 201 ExT 201 eM a ACD Automatic Call Distribution na 2n EST 202 MSIE d 004 203 EXT 203 a ACD Time Patterns 005 204 EXT 204 n E ACD Agent Setup P1 00E 205 EXT 205 ACD Agent Login Made p 007 one ET oDE L ACD Login Code ae ag 64 sequential AIC codes need to be created A Default ACD group can be specified this is used to assign the settings from ACD Group Agent Options to agents when using AIC login an agent is given one set of options and its defined by the first AIC code they login with The ACD Group Agent Options will define the step on timer and wrap up timer
59. can be dealing with large amounts of data to cope with that there are two methods in which data can be stored in MyCalls You can either use SQL Express 2008 R2 or SQL Server 2008 R2 SQL Express 2008 R2 is used by default with MyCalls and will allow up to 10GB of data to be stored in it 10GB of data is approximately 50 000 000 call records Once the storage limit has been reached it will be necessary to purge historic data from MyCalls SQL Server 2008 R2 does not have any storage limits and can be used where you are required to store more than 50 000 000 call records It can also be used if a customer has a SQL Server and asks for the MyCalls database to be installed on to it 90 Page MyCalls Enterprise Licensing The license for an Enterprise installation will be firstly installed on an SV8100 that has been nominated as the SV8100 that will hold the license for the entire Enterprise Any licenses relating to the MyCalls Enterprise software will have to be installed on the SV8100 that is holding the license That will include any additional application users or call recording licenses The PC that will act as the MyCalls enterprise server will read the license from the SV8100 holding the license for the enterprise Once the license has been registered and installed on the enterprise server all of the other MyCalls clients and server will take their license from the enterprise server Any SV8100 that exists in the enterprise will also require a l
60. ces To see if MyCalls is now running SQL Server 2008 R2 Express click System Database information in MyCalls note the Maximum database size will shows 10000MB Configuration Database Maximum size MB If you have the windows firewaall enabled the must then manually create exceptions to the new SQL server express 2008 R2 installation 39 Page On a standard MyCalls installation the Windows Firewall exceptions are created during the install if you have upgraded to SQL Express 2008 R2 an exception must manually be created to the following executable 64 bit operating system C Program Files x86 Microsoft SQL server KSS MSSQL10_50 KSS MSSQL Binn sqlservr exe 32 bit operating system C Program Files Microsoft SQL Server KSS MSSQL10_50 KSS MSSQL Binn salservr exe If the firewall exception is not created then you may get a problem starting clients 40 Page MyCalls Desktop MyCalls Desktop requires some extra configuration in MyCalls As MyCalls Desktop is a CTI based application a BE107577 3 Party CTI license will need to be installed on the SV8100 along with the MyCalls license Once the license has been installed then the g Party Telephony Service Provider TSP should be installed onto the MyCalls Server The B Party TSP software is provided on the Technical DVD along with the manual to assist installing it It would be recommended that the TSP should be installed on the MyCalls server PC It is possible to
61. d Pilot Numbers Add Remove 87 Page The final step in creating the report is to choose what call types are included in the report Select the call type as required and click finish E Custom Group Summary for each Member Configuration aj x wi Incoming Incoming Conference lv Incoming Abandoned y Incoming Abandoned Voice Mail v Incoming Transferred To run the report go to Report Item Report Group choose the report and click run 88 Page MyCalls Enterprise MyCalls Enterprise can be used to provide a centralised call management solution for an organisation This manual is intended to give an installer who has knowledge of MyCalls the ability to install MyCalls enterprise MyCalls Enterprise works with the SV8100 and SL1100 PBX In an Enterprise installation a mixture of these different PBX s can be used Different installation scenarios can be used for larger installation or for specific enterprise functionality The installation scenarios are described further in this manual 89 Page MyCalls PC Specification MyCalls Enterprise can typically be dealing with larger call volumes and therefore needs a high specification PC to run on The supported operating systems is the same as for any MyCalls install but the minimum hardware specification is as follows Minimum Hardware Specification Intel i5 Processor 4GB RAM Min 50GB of available Hard Disk Space Data Storage As MyCalls Enterprise
62. d be able to advise n settings amp 3 FTP Connections d E File Connections Tasks FT e Email Connections Create a New Network Connection Ge Maintenance Use the Create a New Network Co 112 Page The first connection will be used for SMDR so enter a meaningful name describing the PBX and the connection type From the Associated PBX drop down menu select the PBX you are configuring Enter the IP Address for the PBX and the port number for the connection Once you have configured each of the options click OK Create a New Network Connection x Identify the new Network Connection The new network connection should be named to help others Understand its use Name Associated PE Leicester SM DH Leicester DANS Mame ar IP Address of the PES this connection I Far Pork 182 158 1 2 4000 Mates OF Cancel Locate the connection that you have just created and click on Edit Telephone System Template From the drop down menu select NEC Infrontia European Aspire SV8100 SL1100 SL1000 Line DID presented Use Computer Date 6 Digit DDI from the drop down menu a Edit the Telephone System Template inl x File SMDR Advanced Edit the Telephone System Template You can either select a preconfigured template if one exists for your switch or configure one manually Manual configuration can be done either by entering the information directly or by using existing event data selecting a value from
63. dding an SL1100 SETOOO iiit rre rte Ene entr ene bras snb te deo vadleiadwucenadevadeoatesmsees 116 Using My GallISEDnterBEISQ sunto I eoo tS Sor EE gun gu or Lot gu a 118 misc VINO OW c 118 Reporting Non Clustering Mode sese nnne nnnm n nnn nnns nnn nnn nns 118 Reporing e Useless 119 BI cf ME T 119 Using MyCalls with SQL 2008 R2 risien ii 120 Installing the MyCalls and the MyCalls Database on a SQL 2008 R2 Server 120 Installing MyCalls and The MyCalls Database on Separate PC s 123 Installing the MYC alls Database us uada eie eed eae sur UE uS uet Dt eere uade eu Doo aie aequ oae su oda outs 123 Testing The Connection to the MyCalls Database eeeeessesseeeeeeeeeeenennnnnnnnn nens 126 Client Installations with Custom Installations eeseseeesseeeeeeeeennnrnnn nnn 127 BacKup and fes lOf Gus seissepvsvimevemiwstatsFvS vive tito KAEO NAEP EKONET EEE a Vio Ve DUIS VIDETE OU Ve Srini 128 EOC UIC FI Mall SCO RY E EO Oo oo OS 131 4 Page What is MyCalls MyCalls is a range of call management solutions that are easily expanded and upgraded as a business grows MyCalls Basic A single user entry level application that helps provide a real time snapshot of all calls Free for the first 12 months MyCalls Call Mana
64. ding Section A Separate manual is now available for Call Recording Revision 1 8 May 2012 Update for MyCalls 3 5 0 0 Revision 1 9 Add Citrix Support Revision 2 0 Update for MyCalls 4 0 0 0 Add Backup and Restore Procedure Merge MyCalls Call Centre and Enterprise manual into this manual 131 Page LIABILITY DISCLAIMER NEC Unified Solutions reserves the right to change the specifications functions or features at any time without notice NEC Unified Solutions has prepared this document for use by its employees and customers The information contained herein is the property of NEC Unified Solutions and shall not be reproduced without prior written approval from NEC Unified Solutions All brand names and product names on this document are trademarks or registered trademarks of their respective companies Copyright 2010 NEC Unified Solutions NEC Unified Solutions P O Box 32 1200 JD Hilversum The Netherlands 132 Page
65. drop down menu select Generic Tapi and click Edit Call Control Configuration P x Specify the control Type Before call control configuration can take place the type of control needs ta be specified Control Type Generic T api OF Cancel 43 Page Enter the name of PC that is acting as the call control server This is normally the same PC as the MyCalls server and is running the 3 Party TAPI driver The call control service is installed by default when a complete installation of MyCalls is carried out If the TAPI driver is installed on a different PC to the MyCalls server then the call control service should be installed onto that PC running TAPI Instructions on how install the call control service onto a different PC are provided later on in this manual Other configurable items are as follows e Outside Line Access Code The outside line access code is the number used to seize a trunk on the PBX e Number of internal call digits The number of digits of extensions on the PBX If MyCalls dials a number of over this number of digits then the number entered in Outside line access code is added to the dialled number e Auto Hang up Calls If this option is enabled when a call has finished on the PBX the phone will return to an idle state e Always dial these numbers externally Any number entered here will always have the Outside line access code added when they are dialled TAP Connection Configur
66. e 0 5 Single version Desktop upgrade s You currently have 0 To upgrade to any other version you need to purchase the Following 1 Multiple version PBX upgrade s You currently have 0 5 Multiple version Desktop upgrade s You currently have 0 If the upgrade requirements have not been met and MyCalls is un installed you will not be able to install a new version it will halt during the install To apply the upgrade licenses the original version of MyCalls will have to be re installed to allow the licenses to be installed 35 Page Upgrading the MyCalls software When upgrading to MyCalls version 4 0 from a previous version the MyCalls software has to be upgraded on the MyCalls server and any clients MyCalls 4 0 uses SQL Express 2008 R2 and previous versions of MyCalls used SQL server 2005 express and will automatically continue to use this after the upgrade The installation can be optionally upgraded to use SQL Express 2008 R2 after the MyCalls software has been upgraded Before you start the upgrade of the MyCalls software take a backup of the Configruation and Call Records databases on the MyCalls Server this can be done using the System gt Database backup in the MyCalls application Always upgrade the MyCalls server first and then any clients afterwards Once the backup has completed in Control Panel gt Programs and Features remove the MyCalls application yil d t EX gt Control Panel All Control Panel
67. e method as other MyCalls features Call recording does not work with the 1 year version of MyCalls at least MyCalls Call Manager Call Centre Enterprise is required As part of the call recording package a license containing call recording for the relevant number trunks should be downloaded from the LMS and installed on the SV8100 If you are adding a call recorder to an existing installation then you should treat the installation as an upgrade and carry out the read license registration procedure after installing it 24 Page Installing a Client A MyCalls client can be installed to allow an individual to use the MyCalls application on their PC During the installation you are prompted to enter the name of the MyCalls server PC Once the installation has completed then the client will be able to use any of the functions available in the MyCalls application There are two types of clients that can be installed a network client or a standard client A network client works by installing a small amount of components on the client PC and then running the MyCalls application from a network share off the MyCalls server A standard client will install a lot more components onto the client PC and the application will be run from the local PC As the client PC will need to be able address the MyCalls server by its DNS hostname Note It is not possible to use the Network client and screen pop Outlook Network Client The main advantage with a ne
68. e outside of MyCalls MyCalls Control A je HAC ath YY 4 8 DND FWD Dial Answer Hangup Transfer Hold Recall Park Retrieve Conference Operations Extn 200 EXT 200 Idle 19 44 56 Out 0 Options When the toolbar has been removed from the application MyCalls can be minimised and the toolbar will remain in view 47 Page To access the call records Un returned calls Actions Buttons and Address Books click the icons in the lower section to display them New personal contact MyiCalls When a user first logs into MyCalls Desktop Desktop they are presented with the call control toolbar To access the call records Un returned calls Actions Buttons and Address Books click the drop down arrow on the options button and click Expand Options Always On Top Tool Buttons Preferences Compact Display xpanc QuickDial Button Personal Screen Pop gt Personal Address Book When the view is expanded then the extra menus are available in the lower section of MyCalls Desktop amp MyCalls Desktop E Arh aaa 2 2 B FwD Dial ner na Transfer Hold Recall Park Retrieve Conference Operations Options Column Chooser Date Time From Device i Location Total Duration Duration 20 08 2009 11 23 005 Line 005 i 201 EXT 201 Nottingham 00 00 07 00 00 04 48 Page Using Call Control Features For information of how to use the call control features in MyCa
69. ed enhancement in SV8100 H9 system software and MyCalls version 4 that tags loopback calls to the trunk that the call originated on The enhancement to the system software marks the SMDR output to indicate the call has been passed around a loopback This feature is set by MyCalls when it does the configuration import and enables PRG 35 02 24 Virtual Loop Marking MyCalls version 4 will use the virtual loop marking feature to group loopback call to real calls The screenshot below shows the same call as above a call that arrives on real trunk 1 passes round a loopback and is answered by extension 200 The call type now shows as an Incoming Transfer call with the icon shown on the far left of the call record Today 23 04 2013 00 00 23 0 2013 23 59 o E E Drag a column header here to group by that column i Alarms US Unreturned Calls i amp Audit Log y Actions B Address Books Licensedto User Company Expires on 09 04 2014 Loggedin User p 17 Page When you expand the view by clicking the icon you can see both legs of the call that is on both trunks 1 and 31 Today 23 04 2013 00 00 23 04 2013 23 59 BS UN o Drag a column header here to group by that column Y gt Alarms US Unreturned Calls iS Audit Log p Actions Address Books LicensedtoUser Company Expires on 08 04 2014 Logged in User p If call recording is being used you can playback the calls against either of the
70. elect All Select None Test Connections Save Cancel hh EE ti lt XI Connected OK tcp pc0223 9995 KSSCPE Connected OK tcp pc0223 9993 Status d 126 Page Client Installations with Custom Installations If a custom installation has been carried out then there is an extra configuration step after installing a client When the client is installed the MyCalls server name is entered if the database is ona different PC then this has to be entered in the toolkit after the client has installed To do this start the toolkit exe application from the MyCalls installation folder usually C Program Files x86 NEC Infrontia MyCalls tookit exe When the toolkit loads click on Configuration and test from the client menu FEE MyCalls Toolkit E lui xl Services Database Message Queue Firewall Clustering Client Configuration and Test SOL Query The client and configuration and test screen will load enter the name of the database server in the appropiate text box specifying an instance if required HE Client Configuration and Test CPE Server i Database Server SEES OOOO i 3 Collector Name Local Collector Select the PBXs that can be reported on Connected OK tcp pc0223 9997 KSSDCDServer w Head Office Connected OK PC01642003 Select All Select None Test Connections Save Cancel hh d Connected OK tcp pcO223 9995 KS5SCPE Connected OK tcp
71. en the license will need to be re read from the SV8100 and re registered If the name of the MyCalls server has changed then there are two extra steps to carry out The first one is to run a script against the configuration database to make the report items available The script file is located on the MyCalls server in the c program files x86 necinfrontia mycalls scripts folder and is called changecpeserver sql Edit the script file in a text editor such as notepad or wordpad Replace the text PCName in the file with the name of the MyCalls server If the MyCalls server was called TANGO then the files would look like this update reportdistriblists set coeserver TANGO update reportitems set cpeserver TANGO update reportschedules set cpeserver TANGO 129 Page Once the file is correct and saved open the toolkit and from the Database menu choose Run SQL Script gt Configuration Ws Services Database Message Queue Firewall Clustering Client Licenses Attach Detach Online Offline shrink Backup Restore Restore Default Demo Run SOL Script Configuration Test Database Connectian Call Recards Administrator Email Configuration SOL Query The program should only be used under the supervision of a support engineer Browse to the file and and run the changecpeserver sql file To test and see if they script has been run successfully open the MyCalls application and look in Reports All of the
72. en you click next you will have the option to specify which Pilot Numbers you want to report against Optionally you can filter by any of the other options i Custom Group Summary for each Member Configuration Specify the devices to filter the report to The report can filter the results to only include calls that match selected criteria such as only list calls that were handled by Extension Group Sales Selectthe types thay you wish to fi Iter the results to The filtering will be configured later in the wizard depending on what you select If you do not wish filter the results to a certain type of device then do not not select that option Lee eeeereerocococesocosoeoesooeoooesoosoeeeeoeseoeseseuoeeees Wo UU sss eund Types Callers Groups Extensions Groups Call Durations w Call Types PBXs Trunks Groups Users Organisation Groups DIDs Groups Dialed Received Numbers iw Include the filter description in the report Prev Next Finish Cancel If you selected to filter by a pilot number then either select the a pilot number group from the list of Pilot Number Groups to Include or select individual pilot number from the lower configuration section of the screen and click next Pilot Number Groups to Include AIACD Queues _ All Hunt Groups Select All C All Pilot Numbers C Unassigned Pilot Numbers Select None re Include Deleted Pilot Numbers Type part of a number here Include
73. ephone System Click Create a New PBX C Configure Telephone System Head Office PBXs FBXs are used to organise a configurati single PBX can support one telephone and reporting Is required for more than c FBxs must be configured Tasks Create a New HB Use the Create a Mew POX wizard to set the site code assign an administ configurable notes Enter a name of the PBX in the PBX code box set the Country the Area code and the International Access code as required Enter a node number each PBX must have a unique node number with the Enterprise Once you have entered all the details click OK Identify the PBX The PBX Code is the unique name for each switch Networked PBX s that form ane logical switch must be uniquely identified by their Mode identifier Mote that both a PAs Cade and an Area Code must be entered FE Code Made C NEM 2 35 7 DW Admin User None Select Country United Kingdom Edit Country Mumberng Flan Area Code International Access Code n0 Call Recorder None Edit Mates Repeat this procedure for each PBX that will be added into MyCalls 98 Page Once each PBX has been added start the config import tool In the config import select the general page and from the Assign Configuration to PBX Code drop down menu select the PBX you are going to do the import for After selecting the correct PBX complete the import procedure adding the extensions DDI s
74. er Collector Configuration Client 4 Collector Configuration Client should be installed if you want to modify the configuration of the Collector From this computer J Desktop Client 43 Desktop Client should be installed if you want to control your call handling from this computer InstallShield lt Back Next gt Cancel 29 Page When prompted enter the name of the MyCalls server PC name and click next i MyCalls Installation Wizard Server Name V meal O Iristallsriela At the next prompt click install to complete the installation T MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation Installshield The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop 30 Page Patching MyCalls From time to time patches may be release to enhance the performance of MyCalls These patches are made available from the following FIP site ftp ftp neci co uk mycalls patches The patches are made available on a per PBX per version of MyCalls There is a set of instructions available online that show you how to install the patches Patches should be applied to the MyCalls server and any clients Un installing MyCalls If you wish to perform a complete removal of MyCalls then follow these instructions This process will remove all of the MyCalls components from the PC including a
75. er is dialled in MyCalls Desktop the dect extension rings and when its answered the outbound call is made The transfer operation has limited functionality transfers have to be completed by using manually pressing the hangup button on the IP Dect phone When the hangup button is clicked in MyCalls the call clears down and the IP Dect device remains off hook until the hangup button is pressed on the handset The Park and Hold function work ok but it s not possible to retrieve from hold Not possible as pressing the answer button cannot be simulated This feature is currently supported 53 Page MyCalls Call Centre MyCalls Call Centre provides real time monitoring of an SV8100 running ACD ACD works on a concept on agents logging into ACD groups to take calls The longest waiting call in an ACD group is delivered to the agent that has been idle to longest MyCalls Call Centre can show in real time the status of ACD queues and agents Detailed reports can be produced on agent and ACD group performance Furthermore ACD can be enhanced be the use of Skill Based Routing this allows agents to be given a skill level within an ACD group Calls will then be presented to an available agent with the highest skill set MyCalls Agent Control MyCalls Agent Control provides a major enhancement to MyCalls Call Centre With agent control you can use the MyCalls application to login to ACD to take calls Unavailable codes can be setup so that when an a
76. ew version of MyCalls and the upgrade will complete Once the MyCalls server PC has been upgraded then repeat this process for the client installations The installation will have been upgraded to the new version and will still be using SQL Express 2005 MyCalls 4 0 will work fine with SQL express so the upgrade to SQL Express 2008 R2 is optional The main advantage of upgrading to SQL Express 2008 R2 is the databases storage capacity is 10 GB rather than 4GB allowing more data to be stored in MyCalls 36 Page To upgrade to SQL Express 2008 R2 you will need to download the x86 version of SQL Server 2008 Express R2 with Advanced Services from http www microsoft com en gb download details aspx id 30438 Select the file named SQLEXPRADV x86 ENU exe regardless of if you are on a 32 or 64 bit operating system as the previous version of SQL express would have been a 32 bit version Before carrying out the upgrade to SQL Express stop the all the MyCalls services on the MyCalls server Make sure that you have SQL Server 2008 Express R2 with Advanced Services software downloaded and run the downloaded file to being the installation Planning Mew installation or add features to an existing installation Installati Launch a wizard to install SQL Server 2008 R2 in a non clustered environment or to add features to an existing SQL Server 2008 R2 instance Maintenance mt D Upgrade from SQL Server 2000 SQL Server 2005 or SQL Server 2008 oo L
77. firstly carry out a complete installation of MyCalls Once the installation has completed start the toolkit application from the C Program Files NEC Infrontia MyCalls folder The toolkit application will load ESI MyCalls Toolkit B x Services Database Message Queue Firewall Clustering Client The program should only be used under the supervision of a support engineer 107 Page From the toolkit click the clustering menu From the Clustering configuration screen select This Computer is being used as a group cluster client At the lower section of the configuration screen enter the name of the Cluster Server PC in the Cluster Server box In the Cluster SQL Server box enter the Cluster Server PC followed by KSS Once you have entered the Cluster Server and the Cluster SQL Server you can click Test Connections to verify the connection to the Cluster Server It is usual for the SDMR connection to fail In the PBX Monitor Lists select configuration for each PBX in the group cluster client In the Statistics box select statistics for each PBX you will want to create real time windows for In Reporter select each PBX in the Group Cluster that you will want to run reports for a Clustering Configuration E S mi x C Clustering is not being used This computer is being used as a node cluster client Typically you will set up the Configuration Statistics and Reporter PB monitor lists to contain only the
78. for agents Using Agent Control the first group all agents will login to is 64 so if agents that login to different groups require different settings then the default ACD group for ACD group 64 should be set to 0 For example looking at the below AIC codes if an agent logged into ACD 1 2 3 4 and 5 they would have used the default settings from ACD group 1 in ACD Agent Setup ACD Group Agent Options An agent logging in to ACD 5 6 7 8 and 9 would use the settings from ACD 2 W Untitled NEC Philips S 8100 PCPro File View Programming Communications Tools Help Dg dd 59 2m vies toB8UJ t e Wizards bikai Apply Cancel Default Group box Colchooser Expand all Contractall AIC Table Programming Level m ACD Agent Identity Code Default ACD Group ACD Group in Operation Made 1 O01 E ACD Automatic Call Distribution OU LE ACD MIS Setup aus z ACD Time Patterns O04 a ACD Agent Setup O05 E AIC Table O06 2 ACD Group Pilot number DU ae G ACD Service codes opg HC ACD Group Assignment for Extensions nna L ACD Group Target for IAG mu be ACD Supervisor Setup 41 ACI Avertan sed amp nnoi incements x iU AIC codes 9 64 should also be created W Untitled NEC Philips 5 8100 PCPro File View Programming Communications Tools Help Dig ae A 9 miviest ioe Fue Wizards wr OX Apply Cancel Default Programming Level e ACD Agent Identity Code Group box Colchooser Ex
79. gent will not be taking calls they can specify a reason why Completion codes can also be used to specify the nature of a call An ACD supervisor will have the ability to control the status of multiple agents In addition to the MyCalls Call Centre Reports there are additional reporting features available in MyCalls Agent Control When the Skill based routing feature is used on the SV8100 Agent control can be used to manage skill sets on the SV8100 This manual is intended to give an installer with an understanding of MyCalls and SV8100 ACD the ability to install and configure MyCalls Call Centre V8100 Programming The SV8100 should be programmed for ACD in order for MyCalls Call Centre to work refer to the ACD Installation manual for further details MyCalls will require the following item set in accordance with the existing ACD and MyCalls programming Wizards Advanced Items ACD Automatic Call Distribution ACD Agent Setup ACD Login Code Set the number of digits an agent should enter to logon to ACD This agent ID is used by MyCalls to identify the agent and does not have to match the extension number The idea is where ever you logon using your agent ID your call statistics will always be assigned to you bell Untitled NEC Philips S 8100 PCPro File View Programming Communications Tools Help Wizards MEE Apply Cancel Default Group box Col choose Fragramming Level i Ei LoginID Code 3 Advanced Items
80. ger A more sophisticated version for businesses providing a full complement of call management information MyCalls Desktop Provides Desktop users with the with instant Customer Relationship Management CRM information such as screen pops and much more MyCalls Enterprise Enables easy call management and reporting across multiple sites such as main offices and branch offices MyCalls Call Centre Agent Control An essential application for any contact centre and specialist call centres MyCalls Call Recorder Equips MyCalls Call Manager and MyCalls Call Centre with full call recording capability Calls are recorded securely encrypted and easily accessed Note there is a separate installation manual available for MyCalls Call Recorder Any combination of the products can be used together on a single installation There is an end user guide available for MyCalls which is provided on the Technical DVD along with this Manual 5 Page Requirements The same MyCalls software will always be installed regardless of which MyCalls product you are using Itis the license that determines the features that are available in the application By default the MyCalls databases are stored in SQL Server Express 2008 R2 This will allow a maximum database size of 10GB which is approximately 50 million call records If there is a requirement to store more data than 10GB worth of data then SQL Server 2008 R2 can be used Telephone System MyCalls
81. grade A single version upgrade will allow you to upgrade from version 2 5 to 3 A Multi version upgrade will allow you to upgrade from version 2 5 to any other released version All version release numbers will be staged in 5 increments A Single version upgrade will allow you to upgrade from 2 5 to 3 or from 3 5 to 4 and so on To upgrade from 2 5 to 3 5 or above you will need to purchase an any version upgrade license There are 6 different upgrade licenses that can be purchased and are summarised below Single Version Upgrades Required for each PBX in the MyCalls license More MyCalls Single Version EUO00117 than one license is required for enterprise sites only The Upgrade per PBX number of PBX s can be checked in the help about section of MyCalls MvCalls Sinale Version Required for each Call Control User in the MyCalls aa peter per User EU000120 License The number of call control users can be displayed in the help about section of MyCalls MvCalls Sinale Version Required for each Concurrent User Logins Agents in vM rade A e ar ASI EUO00122 the MyCalls License The number of concurrent users is udis can be displayed in the help about section of MyCalls Any Version Upgrades Required for each PBX in the MyCalls license More MyCalls Any Version EUO001 18 than one license is required for enterprise sites only The Upgrade per PBX number of PBX s can be checked in the help about section of MyCalls Mvcalis Rav Ver
82. grammed for SMDR output you should start the MyCalls installation as normal and carry out a complete installation of MyCalls Once the installation has completed carry out the configuration import for the first PBX as normal Use the license manager to read the license from the SV8100 and check the number of PBX s are correct The license will then need to be installed and registered A MyCalls License Manager B x File License Help Serial Humber License Type po 2D01711 6604 4763 9630 F6364 34695 Enterprise Registered User Registered Company Richard Horsley NEC Intemal E pires Maintenance Henewal 3 2 2105 20 08 2008 FB Extensions Concurrent Users ACD Supervisors l Agents LAN Wallboard Users l 10 Call Playback Users Digital Trunks Analog Trunks IP Trunks E o lo Install 100 Page Load MyCalls from the Configure menu select Telephone System Click Create a New PBX 2 Configure Telephone System Head Office PBXs FBXs are used to organise a configurati single PEX can support one telephone and reporting is required for more than c Pas must be configured Tasks Create a Mew PBA Use the Create a New POX wizard to set the site code assign an administ configurable notes Enter a name of the PBX in the PBX code box set the Country the Area code and the International Access code as required Enter a node number each PBX must have a unique node number with the Enterprise Once
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84. icense manager has been closed down click OK and the Configuration Import Tool will be opened MyCalls has a scheduled config import feature which means will synchronise data between MyCalls and the SV8100 The Configuration Import Tool can be started manually at any point and is located in the Start Programs NEC Infrontia menu License Check A The Configuration Import program needs to be started Click OK to continue S 8100 Configuration Download X SV8100 Configuration Download To simplify the installation process the switch configuration tan be downloaded from the switch To do this enter the IP Address ofthe switch in the box below and clickthe Download button Note that this process can take a while Switch IP Address f 0 0 0 100 Download Close If the SV8100 is not configured as required for MyCalls you will be asked if you would like MyCalls to configure the SV8100 for you Click Yes to continue You may be prompted to enter a user name and password for the SV8100 if the defaults values have been changed A list of the commands set by MyCalls are available below the settings changed are the same as what is set by the MyCalls v5 Script Sv8100 Configuration Download The switch settings are not compatible with MyCalls Configuration download cannot continue unless these settings are modified Would you like the settings in the switch to be automatically adjusted If there is a value se
85. icense to allow SMDR and P Command output Where Netlink is used it is not considered as an Enterprise installation and does not require a MyCalls Enterprise license The scenarios that are given below cover different possible enterprise configurations 10 x SV8100 s running MyCalls Call Manager connected using MyCalls Enterprise 10 Call Managers required to allow reporting against 10 EU000003 MyCalls Call Manager the 10 SV8100 s The 9 MyCalls basic licenses will allow SMDR and P Command output from each of the remote SV8100 s EU000010 MyCalls Enterprise feng Call Manager licenses to be Enterprised In the above scenario the 10 Call Managers and 1 Enterprise license will be installed on the SV8100 that will hold the license for the entire enterprise license Once these licenses have been installed on the SV8100 the MyCalls Enterprise Server PC will read the license from the SV8100 then register and install the license The remaining 9 MyCalls Basic licenses should be installed on each of the other SV8100 s that will be monitored This will allow SMDR and P Command out of the other PBX s these licenses should not read from the SV8100 and registered If any call recorders are used again the licenses should be installed on the SV8100 holding the license for the enterprise EU000001 MyCalls Basic 7 x SV8100 s running MyCalls Call Manager 3 x SV8100 using MyCalls Call Centre all SV8100 s are connected using MyCalls Enterprise
86. igit voicemail access code to 6 used by MyCalls Desktop Enable P Command Output Enable 8 Digit P Command Output Set SMDR Output for LAN Set Various SMDR options for MyCalls Enable SMDR Ouput for all trunks Disable On Hook transfer used for MyCalls desktop Enable SMDR output for all extensions Enable Internal SMDR outbound Enable Internal SMDR inbound Once the S V8100 is configured and ready for MyCalls the the config import tool will be populated Downloading the Switch Configuration Progress Click OK when prompted 8100 Configuration Download e 1 The download completed successfully Please check the configuration is correct and then click the Save Configuration button 13 Page The data that is displayed in the config import tool should be reviewed before its saved A description of the data that is imported is below Items Account Codes Callers Abb Dial Carriers DID s Extensions Extension Groups Pilot Numbers Service Codes General Trunks Description Account codes that are configured in the SV8100 will be imported into MyCalls as account codes The speed dial list in the SV8100 will be sent into MyCalls There are two areas where the callers are send to Callers and the System Address book Callers are used for alpha tagging CLI s in reports and the System Address Book is used with MyCalls desktop The number and the name are both imported
87. in client environments are Terminal Services running on a Windows Server 2008 and Citrix Call playback is not supported in a thin client environment MyCalls is also supported on Hyper V running on a Windows 2008 server The PC Specification for running MyCalls Call Recorder and MyCalls Enterprise model is different refer to the separate MyCalls Call Recorder installation manual or the Enterprise section of this manual for details Network Requirements MyCalls uses TCPIP to communicate to the PBX and MyCalls client installations use DNS to communicate to the MyCalls server Both of these services need to be available before installing MyCalls 6 Page Installation Overview MyCalls requires two TCP connections to the SV8100 in order to work SMDR and P Commands SMDR is used to provide call information after calls have completed P Commands are used to display real time information such as extension status and calls in queue information The output can be collected from the Ethernet port on the CCPU or from the IPL All of the SV MyCalls products require a license to be installed on SV8100 before they can work details on licensing is available in the Licensing section of this manual After the MyCalls application is installed it will detect the license that is installed in the SV8100 and enable the associated features in the application Once the application is licensed then the configuration import tool will start the config import tool
88. install SQL server 2008 R express and all of the components required to make MyCalls work Instructions for installing MyCalls with SQL server 2008 R2 are available in the Using MyCalls with SQL 2008 R2 section of this manual peg x1 i MyCalls Installation Wizard Irrstallaniela Next enter a name for PBX select your country and enter your area code Note The area code is used for determining the local calls in MyCalls Enter the correct area code i MyCalls Installation Wizard Location Y Besos fomteaknodm Iriscalisniela 9 Page Finally click Install to start the installation process i MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation Click Install to begin the installation IF you want to review or change any of your installation settings click Back Click Cancel to exit the wizard InstallShield Cancel Post Installation License Check After the installation process has completed click finish After clicking finish the license check window will open At this point the MyCalls license will already need to be installed on the SV8100 and the free license will need to be disabled else MyCalls will not be able to read the license from the switch If the license manager is closed without reading the license from the switch then it can be manually started at any time
89. install the TSP on to different PC to the MyCalls server instructions are provided later on in the manual MyCalls Desktop can be used in two different ways either the full MyCalls application can be used or the MyCalls Desktop application can be used The main difference between the two is that if you use the MyCalls application you can have access to Real Time Screens Reports and all of the other MyCalls features along with the call control and screen pop functionality MyCalls Desktop only has access to the call control and screen pop functionality The number of users that can logon to each of the application types are controlled via the license Any configuration changes have to be made through the MyCalls application ENT MyCalls Desktop Application MyCalls Ti alls Desktop MyCalls Application MyCalls Desktop has the ability to perform Screen popping and is available to two levels standard and advanced The standard databases are included when you buy MyCalls Desktop and if you require access to the advanced databases you purchase the Screen pop advanced license Details on which databases can be screen popped are below Database Type Advanced Goldmine Maximiser Sage Line 50 2006 2013 Custom VB Script and JScript integrations Extensions that use MyCalls Desktop should not have line key programmed on them MyCalls Desktop Lite MyCalls Desktop Lite is a cut down version of MyCalls Desktop that is installed the
90. is necessary to register the license there is a 15 day grace period in which to complete the registration The time it takes to read a license from the SV8100 can vary based on the license type For details on MyCalls Enterprise licensing refer to the MyCalls Enterprise License section of this manual The SV8100 needs to be licensed to use P Commands and SMDR these are included in the MyCalls license that is installed on the SV8100 When MyCalls reads the license from the SV8100 it verifies that the license in the SV8100 is valid If MyCalls discovers that any licensing rules have been incorrectly purchased or the license agreement breached then it may choose not to include them in the license or invalidate the license With MyCalls 2 5 or greater a version based licensing scheme has been implemented This means that when you purchase MyCalls you are entitled to use only the version that was released at the time you purchased the license If you wish to upgrade MyCalls to another version then you have to purchase a MyCalls license that will allow you to upgrade to a different version See Upgrading MyCalls 2 5 and Above for details In order to upgrade to MyCalls 2 5 from an older version of MyCalls the version you are upgrading from must have MyCalls annual updates in place Note MyCalls will not be able to read a license while the 60 day trial is running on the SV8100 Before reading the license from the SV8100 you should check that PRG
91. izard xj Setup Type Choose the setup type that best suits your needs Please select a setup type C Complete ts All program Features will be installed Requires the most disk space C Client s Install only the client applications C Server tt Install only the server components C Email Collector Et Install only the email collector C Custom ia Choose which program features you want installed and where they will be installed Recommended for advanced users TIT ct Install a network client There are two client applications that can be installed either the MyCalls application or the MyCalls Desktop Client MyCalls is the reporting application and Desktop Client is used when you have MyCalls desktop Choose which client applications will be installed and click Next Ta MyCalls Installation Wizard Client Installation Please select one or more clients you would like to install g MyCalls should be installed if you want to see the real time statistics and run reports on this computer Collector Configuration Client 2 4 Collector Configuration Client should be installed if you want to modify the configuration of the Collector From this computer w Desktop Client 3 Desktop Client should be installed if you want to control your call handling from this computer InstallShield lt Back Next gt Cancel 2 Page When prompted enter the name of the MyCalls server PC name and clic
92. k next jig MyCalls Installation Wizard Server Name V meal 000 ristallsniela At the next prompt click install to complete the installation Ta MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation Iriscalisrield The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop 28 Page Standard Client Run the setup installation wizard and step through until you reach the Setup Type screen Choose Client and click next im MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs Please select a setup type C Complete ts All program Features will be installed Requires the most disk space ts Install only the client applications C Server ts Install only the server components InstallShield lt Back cancel There are two client applications that can be installed either the MyCalls application or the MyCalls Desktop Client MyCalls is the reporting application and Desktop Client is used when you have MyCalls desktop Choose which applications will be installed and click Next im MyCalls Installation Wizard Client Installation Please select one or more clients vou would like to install PPP v MyCalls ag MyCalls should be installed if you want to see the real time statistics and run reports on this comput
93. led PS Click on an icon in the list below to change how a feature is installed Feature Description This option allows you to selectively install the client X Call Collector X Call Processor applications X MyCalls X Call Collector Configuration e X v Computer ID Generator This feature requires OKB on Lem v Database your hard drive It has 0 of 3 subfeatures selected The subfeatures require 19MB on At the database server screen select the option to Select the SQL Server to connect to or click Browse to see a list of all SQL Servers Click the Browse button and select the database server from the list provided If the database if going to be installed on to a default instance on the SQL server then you should select local from the list of database servers If the database if going to be installed on to a named instance then you should select local instancename where instancename is the name of the database instance Then choose the option to connect using Server authentication using the Login ID and password below Enter an appropriate login ID and password which will allow you to connect to the SQL Server Ta MyCalls Installation Wizard Database Server Select database server and authentication method C Use MyCalls s own server Select the SQL Server to connect to or click Browse to see a list of all SQL Servers Database Server local Connect using C
94. lls please refer to the MyCalls End User Guide Configuring Screen pop Interfaces For information on configuring Screen pop interfaces please refer to the MyCalls Screen pop configuration guide Installing the Call Control Service In circumstances where the 3 Party TAPI driver is not installed on the MyCalls Server it is necessary to install the MyCalls Call control service onto the PC running the 3 Party TAPI driver To install the call control service start the MyCalls install and from the Setup Type screen select custom and click next im MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs Please select a setup type C Complete ts All program Features will be installed Requires the most disk space C Client ts Install only the client applications C Server ts Install only the server components C Email Collector Es Install only the email collector PP Pir HE Choose which program Features you want installed and where they will be installed Recommended for advanced users C Network Client H Install a network client Installshield lt Back Cancel 49 Page From the list of components to install choose only to install the call control service and step through the installation wizard im MyCalls Installation Wizard Custom Setup Select the program features you want installed Click on an icon in the list below
95. ls imycalls E x uj mycalls mycalls Logon Failure user account restriction Possible reasons are blank passwords not allowed logon hour restrictions or a policy restriction has been enforced To check permissions on the MyCalls server right click on the MyCalls folder in C Program Files NEC Infrontia and then Sharing and Security 7 NEC Infrontia File Edit view Favorites Tools Help Bak e m a Search Folders HB Address C Program Files NEC Infrontia File and Folder Tasks Tu Li Open mj Rename this Folder Explore iy Move this Folder Search IB Copy this Folder Db n hli bh khi faldar ba FRA Sharing and Security On the security tab make sure the user or group that is accessing the share has the Read and Execute permission to the share MyCalls Properties E 3 xl General Sharing Security Customize Group or user names 8 Administrators MYCALLS Administrators CREATOR OWNER Domain Users NITSUKOQ_HO Domain Users Add Remove Permissions for Domain Users Allow Deny Full Control O x Modify L L Read amp Execute L1 List Folder Contents L1 Head L Write L L Cem L Diceret r1 r1 by For special permissions or for advanced settings Advanced click amp dvanced Cancel Apply 26 Page Start the MyCalls installation program and from the Setup Type menu select network client and click next lo MyCalls Installation W
96. ly this would be done using the Configuration Import tool however the Collector Configuration Application can be used also The following procedures can be used to manually add a PBX into a MyCalls installation You should only really need to do this when it is not possible to use the config import tool Before adding a PBX make sure the relevant outputs are programmed correctly on the PBX Adding an SV8100 When adding an SV8100 you will need to create two connections one for P Events and one for SMDR From the Start Programs NEC Infrontia MyCalls menu launch the Collector Configuration application At the login prompt enter the User name installer and password Installer note the password has a capital I User Login EN oM Enter a user name and password When logged in you will be allowed ta use the system to the level that vaur user has been granted This could be as either a user supervisar or admin User Mame installer Browse Password pe UU Expand Collectors Local Collector Network Connections and click Create a New Network Connection X Configure Call Information Collection Configuration fj Collectors fj Local Collector e Network Connections Head Office EVENTS 9 Head Office_SMDR pij Serial Connections Network Connections Network connections are one of the w can be collected from the Telephone These can require specialist knowledi Your dealer shoul
97. members of the group are shown in the Included users dialog box Note An agent can only belong to one Agent Control Group Create Agent Control Group PBX Code Name Head Office Sales Users Type part of a name here a Included users Agent 201 Sales Agent 200 5 ales Agent 202 Support Agent 203 Support Add Remove 70 Page Once all the users are added to the group in the lower section of the window you can select which ACD groups the agent can logon to Add the ACD queues to the included ACD queues and select if the ACD queues are a primary login or not If an ACD queue is set as a Primary login then when an agent clicks the login button they are logged into all Primary login queues The agent can then optionally login to any of the other included ACD queues ACD Queues Available ACD Queues Included ACD Queues Name Primary Login Wrapup 01 00 05 Add 02 00 10 03 Fl 00 15 oo Ex MN NE DU Unavailable Code Group Allow User Login Allow User Wrapup None i Allow User Unavailable Completion Code Group None Wrap up Timer Wrap up is controlled by the SV8100 and is defined in the ACD Group agent options based on the setting for the first AIC used to log the agent in Using Agent Control its possible to set a wrap up timer on a per ACD group basis rather than following the settings on the PBX To do this the maximum time that an agent should be in wrap up should be specified in the SV81
98. n 22 04 2013 10 1 2731 0 J Microsoft SQL Server Browser Microsoft Corporation 22 04 2013 10 50 1600 1 j Microsoft SQL Server VSS Writer Microsoft Corporation 22 04 2013 10 50 1600 1 A MyCalls NEC Infrontia 22 04 2013 4 0 0 3 When the upgrade validation window appears click yes to contiune Click close once the process has finished To complete the removal process delete the MyCalls installation folder which will be C Program Files X86 NEC Infrontia MyCalls MyCalls will now be completely removed from the PC 33 Page Upgrading MyCalls 2 5 and Above There are two aspects to upgrading a site the licensing and the upgrade of the MyCalls software Upgrade Licensing If an installation of MyCalls has annual software updates in place then they are entitled to upgrade MyCalls from the current version to any version of MyCalls If the site is running MyCalls 2 5 or above then they will need to have sufficient MyCalls Upgrade licenses before they can upgrade the MyCalls software Important Before upgrading take note of which version is currently installed and which version you wish to upgrade to As a precaution take a backup of the configuration and call records database before upgrading If a site running MyCalls 2 5 wishes to upgrade to version 3 An appropriate version upgrade license should be purchased allowing the upgrade to take place Upgrades are available in two main types singles version upgrade and any version up
99. n ACD group each agent is assigned a skill set that defines their skill level in each ACD group they login to If you have Agent Control and use the SV8100 Skill Based Routing feature you can use MyCalls to manage skill sets that agents have This includes creating skill sets and the ability to assign them to agents MyCalls will also show the skill level that an agent has in the real time view of a pilot number When MyCalls is licensed it will detect if Skill Based Routing is licensed in the SV8100 and if it is enable the feature in MyCalls When the license has been detected you will see the Skill Based Routing icon in Configure gt Telephone System gt PBX gt Agent Control Configure Telephone System El fg PBXs Head Office 4 T Call Recording Agent Control D Agent Control 8f Unavailable Codes Hj 8 Unavailable Code Groups Skill Based Routing okill based routing allows calls to be intelligently routed to the agent with the most appropriate skill for handling the call Tasks Edit Skill Sets z Completion Codes H 3 Completion Code Groups ae Skill Based Routing Devices 8f Account Codes DIDs Extensions G Pilot Numbers PT Trunks 5 D User Logins PIN Codes Groups Use this wizard to edit the skill sets for a PBX Create or Edit a User Login Use the Create or Edit a User Login wizard to create a new user login or edit an existing user login You are able to assign a skill set to a User
100. n User None Licensed to User Company 16 Page MyCalls and Virtual Loopback Reporting MyCalls can report on calls that are passed through virtual loopback trunks on the SV8100 This is because SMDR and P commands are output for loopback trunks just like they are for any other trunk type Loopbacks can often be configured on an SV8100 to give greater flexibility for call routing and reporting Previously if a call arrived on a real trunk and was passed around a loopback trunk there would be two unrelated SMDR records output these would both be displayed in the call records view and be available in the MyCalls reports The example below shows a call that arrived on ISDN trunk 1 and was passed round virtual loopback trunk 31 The call was then answered by extension 200 The two calls are listed next to each other but there is no easy way to know that the two calls are associated The big downside to the call records being displayed like this is if you have call recording This is because the recorded call is associated with the real trunk and not the virtual trunk If you were to filter the call records view to show calls for ext 200 there would be no way to playback the associated recorded call Today 23 04 2013 00 00 23 04 2013 23 59 mo ac ioo EE o LL Drag a column header here to group by that column Y Alarms Usi Calls UE Unreturned Calls amp Audit Log f Actions amp Address Books There is an combin
101. nd historic data and configuration lf you are moving the data to another PC then make sure you take a backup of the Configuration and Call Records databases by opening MyCalls on the MyCalls server PC and choosing Database Backup on the system menu If you are upgrading MyCalls it is not nessacary to perform a complete removal of MyCalls instead follow the Upgrade Instructions MyCalls Server On the MyCalls server in Control Panel Programs and Features remove the MyCalls application t EX Control Panel All Control Panel Items Programs and Features v Search Programs and Features Control Panel Home Uninstall or change a program View installed updates To uninstall a program select it from the list and then click Uninstall Change or Repair Kj Turn Windows features on or zx Organise v Name Publisher Installed On Si Version j Microsoft SQL Server 2008 R2 Microsoft Corporation 22 04 2013 5 Microsoft SQL Server 2008 R2 Native Client 5 Microsoft SQL Server 2008 R2 Setup English 5 Microsoft SQL Server 2008 Setup Support Files 5 Microsoft SQL Server Browser j Microsoft SQL Server VSS Writer Microsoft Corporation A MyCalls NEC Infrontia Microsoft Corporation Microsoft Corporation Microsoft Corporation Microsoft Corporation When the upgrade validation window appears click yes to contiune 22 04 2013 22 04 2013 22 04 2013 22 04 2013 22 04 2013 22 04 2013 10 50 1600 1 10 50 1600 1 10 1 2731 0 10 5
102. nfig import for the group cluster clients To install MyCalls Enterprise in this way follow instructions from scenario 2 this will have MyCalls installed and node cluster clients working Then follow the instructions Install and Configure Group Cluster Clients from the installation instruction from scenario 3 Scenario 5 Netlink installation A Netlink installation will look like one PBX to MyCalls The license is slightly different to a normal enterprise licensing rules A MyCalls Call Manager or MyCalls Call Centre license should be installed and then a Netlink node license for each secondary Netlink PBX If the secondary Netlink system exists on the same IP subnet as the primary system that a Netlink Node license is not required As the P Commands and SMDR are output from the Primary Netlink system that is the only system that needs to have a license installed on it Where MyCalls Call Centre is used the agents can be distributed amongst the Enterprise regardless of if they are connecting to a Primary of Secondary system otep by step instructions are as follows e Install the MyCalls Server e Install the MyCalls license on the Primary Netlink SV8100 e On the MyCalls Server read the license from the SV8100 holding the license and register it e Do the config import for the Primary Netlink system 110 Page Scenario 6 MyCalls Call Centre and Enterprise Non Netlink When MyCalls Call Centre is used in a Non Netlink configurati
103. ng the MyCalls database followed by kss Once these three options have been configured you can click Test Connections to verify the configuration All items should pass the test apart from the two SMDR tests a Clustering Configuration E i i E mj x C Clustering is not being used e This computer is being used as a node cluster client Typically you will set up the Configuration Statistics and Reporter PBX monitor lists to contain only the PBs that are directly connected to this computer This computer is being used as a group cluster client Typically you will set up the Configuration and Statistics PBX monitor lists to contain only the PBXs that are directly connected to this computer The Reporter PBS monitor list should contain all the PBs that the group cluster client needs to report on rc This computer i being used as a cluster server Typically you will set up the Configuration and Reporter PBS monitor lists to contain all the PEs The Statistics PBX monitor list should only contain those PBXs that are directly connected to this computer PB Monitor Lists Contiguration Head Office ke Leicester Select All Reporter Head Office Ww Leicester Select All O Nottingham Nattingham 5 El SelectNone Select Mone Statistics Head Office ke Leicester Select All Reload PE Lists O Nottingham Select None Cluster Server Cluster SQL Server pc0223 pc0223 kss Test Connectio
104. ning a Skill Set to an USET resnie peia EEE aa e I TRAE a 78 Create a Range of User Logins cccccccsssseceeccaeeeeceeeceesseceescueaeeeeeseeuseeeeseeaaceeeesaaseeeessaaeseeessaaagss 79 Delete a Range of User LOGINS cccccccccccsesseeeeccaeseeeeeceeeeeceeeceeaaeceeseseueceeesseaeceeessaeeeessssageeeeseaas 79 Viewing Skill Sets in Real Time sees nennen nennen nnnm nnn nnns nnn nnn nnn nnns 79 Using MyCalls Agent Control Features esseeeesseeeeeeeeneenen nen 80 ASIAGO IE NR EE ETT TD EE IRE E UENIT 80 PS AM Eie EEebls le Me 82 Sample Agent AcHVvILV REDON sacas dem nes ne ti de tbe et dandi eee ati dander ee esami desi io Tati estes 83 3 Page MyGalls ENDIS G uot Odit cdm dimid dem sees 89 My Calls PG SOCCINC a tm EE 90 BAE OE e Uer M c E me ee ee mer eer eee eer 90 My Calls EnterpHse LICENSING esresecalie cassie shires acce EpL es eee eset ania 91 EN 92 MIUS OPS V7 SL Meise ceed eenceedeaer ts 92 Installation oe6ellariOS sedet tere ae imet rte pM Se ne d eS Re ee ee 93 Scenario 1 A Central MyCalls PC Colleting from Multiple PBX s cccccceccsseeeseeeseseeteneeseeeeees 93 scenario 2 Clustered Installation with a Cluster server and Node Cluster Clients 94 Scenario 3 Clustered Install with Group Cluster Clients
105. ns Cancel OK Once you have selected to be a node cluster client entered the cluster server name and the cluster SQL server click the Reload PBX Lists Select the PBX that will be associated with this node cluster client and click OK At the Clustering Configuration screen click ok to apply the changes MyCalls will need to restart its services click OK to continue o x A The services Call Processor Scheduler and OCD will now be restarted OK Cancel 105 Page Each of the MyCalls services will all stop and then start Click OK at each prompt The PC is now configured as a node cluster client Do the config import for the PBX you selected in the node cluster configuration Be sure to select the correct PBX in the General page before importing the config Configuration Import Tool File Help rex ird VOCARE TORNEUTS A Aa hae 2m Configuration TENEAT TR M gt nm Fm ed a 2 IN ut i I 2i In enfimiiuvatimnm Airantou team the euitels ne T H ne configuration directly trom the switch using the uU i Configuration Import RE TS 7 to PBX 8f Account Codes ssign Configuration to PEX Code lt a Callers ABB Dial Select a PBX E E Carriers Select a PBX Head Office Leicester f Extension Groups ae c 9 Pilot Numbers ES Service Codes E z Soas SMDR Serial Configuration Prt Raud Rate Once the config has been imported you can login to
106. nsaction Timeout s Start AIC Code 5 1 E Agent Control Groups Users have to be created in MyCalls and assigned to a PIN number as normal They then have to be assigned to an Agent Control Group An Agent control group is where you can give a number of agents the ability to logon to different ACD groups If unavailable code groups have been created they can also be assigned to the Agent Control Group In Configure Telephone System Agent Control select Create or Edit an Agent Control Group Configure Telephone System PBXs E a Head Office Agent Control Groups ox Call Recording EF a Agent Control An Agent Control Group defines the restri Poem Agent Control the group These restrictions include the H ag Unavailable Code Groups a list of primary logon queues and a list o 9 Devices Tasks H A Groups s AE Unavailable Codes Configure Agent Control Use the Agent Control wizard to enable specify the type of PBX that is being c Create or Edit an Agent Control Group Use the Create or Edit an Agent Contn agent control group or edit an existing 69 Page In the Edit Agent Control Groups click Add New Agent Control Group Edit Agent Control Groups When creating an Agent Control Group enter a name for the group and add the users to the group To add a user start to type the users name in the Type part of a name here box select the user from the box below and click the add button All
107. nted using Call Date in header ul MEC Infrontia European amp spire M12 LineDID presented Use computer Date NEC Infrontia European M120 OD presented Call Date in header kd mn dem ear CRAM D ar 4 When prompted choose to overwrite the current template then click OK to save the changes Close the Collector configuration application when you have finished Look in the MyCalls Audit log and you will see if the connection to the new PBX was successful or not here to group by that column System d Action Column Chooser Result Description I Hnttingham Network data source Nottingham SMOR Success Leicester Network data source Leicester Events Success Leicester Network data source Leicester SMDR Date Time PBX From Device To Device Number User Location A 11 2007 14 58 Nottingham 20 10 200 on D 010 None BN BB aa 200 200 RA O09 i 4 11 2007 1 j UE s Leicester J 4 11 2007 14 19 Leicester OFFI 23456 0116643133 m 303643133 117 Page Using MyCalls Enterprise Real Time Windows When creating real time windows you can select which PBX s they will be for If you are in a clustered mode you will only be able to create real time windows for PBX s you have checked Statistics for in the toolkit Real Time Graph Configuration 2 xl Select the group to view The statistics are filtered to show only values for the type you have selected The DID and
108. ntrol calls n Unavailable Codes Tak g g Unavailable Code Groups cali os Ee Completion Codes Create or Edit Unavailable Codes ae Completion Code Groups Use the Create or Edit Unavailable Codes wize XS P Skill Based Routing code or edit an existing unavailable code You 72 Page On a default installation there 10 unavailable codes you can add new codes as required Edit Unavailable Codes 2 xl m Za re VU CULA TIS 299 4 p Ara T EN fs vr LOO AP vr vp MUT p eorr ehe vetat ni e mao ani nmi ah E NE n SUI HU Lu IL lU at cad c i Jit TI n M efreshment 9999050000000 0 060090009900 0000000000000000 0000009009900 0000 00000 90000000900 9900 09090000 09000000 0000900090000 0 0 Oo I LIIIIIIIIIIIIIIIIIIIIYIIIIIIIIIIIII III Natural Break FERRER EERE EEE EE EERE EERE EERE EEE EERE RT Smoking H SOLUTE ere et rer reri ESSET S fy PEER EEE EEE EEE EERE E EEE THERE EERE TREE ROE SEER EERE EEE EE EEE EEE EEE EEE EERE EEE EE EEE EEE TEESE EEE EEE EE EE EEEEEE EEE EEE EEE EE EEE EEE REELS EEE EEE EEE EEE EE EEE EEE EEE EEE EEE EEE EE EEE EEE SEES EEE EEE SEES EEE EE EEE HESS When adding a new unavailable code enter the Code number which is the number assigned to the code The name is used to identify the code in MyCalls The short name is displayed in real time user status windows when users make them selves unavailable Create Unavailable Code JPC0223 admin 210272008
109. numbers from the SV8100 and any Skill Sets they are assigned to When this happens it will replace the existing list of user logins and pin number that are configured in MyCalls This means effectively means all login ID s user login PIN Codes should be created in the SV8100 before using this feature Next to the Login ID the Login ID is the User Login PIN Code you can click the User drop down menu and assign the Login ID to the User The Skill Set can also be assigned in the Skill Set drop down menu Edit the User Logins For each PBX there must exist set set of login identifiers These can consist of numbers and Drag a column header here to group by that column LoginlD User Skill Set Agent 300 Organisation Agent 301 Organisation None Add new User Login Cancel Once the required changes have been made click OK and the skill based routing values will be written back to the SV8100 If changes are made to the SV8100 programming to add other Login ID s then the next time you click Create or Edit a User Login these values will be read into MyCalls This can then be assigned to a MyCalls user You can use the Add new User Login button to create a new Login ID this can be assigned to a user and to a Skill Set This will also be added into the SV8100 when you click OK Associate the User Login By associating this login id with a user you will be able to run reports for
110. o display items such as based around the duration of calls For example you could display the total amount of time an agent been on an incoming or outgoing call Average Calls Durations can also be displayed as well as Ring no Answer Times Costs General If call costing fixed costs or handling costs are being used these can be included by selecting items from the Costs menu 85 Page Call Counts General Call counts will display statistic such as the number of incoming calls or outgoing calls Call Count Percentages Will display the number of calls as a percentage available for different call types Users Agent based statistics Performance Used to Display Grade of Service values Unavailable Codes Used to display statistics on unavailable codes Once you have selected the fields that should be included in the report click next Choose is to consolidate transferred calls or not and click next E Custom Group Summary for each Member Configuration t of cem EAN call rem These can either be consolidated and videli naw Typically trunk side reporting would consolidate calls ing would repi ort on individual calls wom ES re 86 Page At the filter page you can be more specific about the calls that are included in the report By default without and filtering all calls from all DDI s Pilot numbers are included To only include calls from a specific Pilot Number tick the Pilot Numbers Groups check box Wh
111. og Off Queue B Enter Wrapup Exit Wrapup Refreshment Exit Unavailable Natural Break The logon logoff options can be used to login logout of individual groups 82 Page Call Centre Reporting With MyCalls Call Centre you can produce reports based around users agents or pilot numbers ACD groups When running reports you should filter be either pilot number of organisation group When reporting against Agents if essential that agent login and logout each day MyCalls will calculate how long an agent has been logged in by looking at when an agent first logged in and when they last logged out If an agent was still logged in when the report is run then the statistics may not be correct Sample Agent Activity Report To create an Agent Activity Report that will show Agent based stats carry out the following instructions From MyCalls click Reports Reports Report Templates Usage Custom Group Summary for each Member Create Saved Report Item Configure Reports H A Report Distribution Lists 5 id Henr T aonla Custom Group Summa f Availability i A Performance Provides a summary of a set E A System given type of device The info S A Usage along with the headings and of Call Details information od Call Summary over same Interval I3s f Call Summary Time Distribution f Call Type Summary Comparison Configure and Run Now oo Custom Call Details Use the Configure and Rur A Custom Group Summary hoc repo
112. on regarding MyCalls MyCalls rOnsDtqWhBSHkOaOUOHe Zgq6bi5vtl7 Al1FE6BZw 4yldrlJekqmgPZ8D974VSJ g tYI 4 k4sCsbQ oj 2uleK 3 FSEWxOfWMaqp5 bSYDM PEukhsoi75yKkiZz4himMiMQeAsyvsEpzGMtX1lSxXdRv7udgqL4sAa GkqqyGAwo8RiaQPZkLRJILVcOMUvwBRiJuODwCDLitB3RvNO51J01 oqq8bUdxAa cqGu3AsyT D82iBx Registration Request Information MpdHtIvggkt39NFraYU Xy zi Send Registration Details License Registration File has been emailed to david smith email co uk Save this registration file and install it using the License Manager application 22 Page Once the registration has been submitted it is automatically processed by a web server and a registered license file is sent to the email address that was provided The email will come from SV8100MyCallsRegistration kelmar software com and will have a license file attached Save the license file onto the MyCalls server and open the license manager see note1 From the file menu select open and open the Irf that was in the email Verify that the information is valid and correct then click Install to install the license The main difference between the license pulled from the SV8100 and the registered license is the expiry date The license pulled from the switch will have an expiry date of 15 days from when it is read from the SV8100 The expiry date of the registered license will increase by at least 1 year or to the date 01 01 2105 Note 1 If the file is downloaded using webmail then there is a possibility is can
113. on then the procedure for installing MyCalls is no different and can be used in any of the installations scenarios 1 4 The main difference to the whole setup is how the Call Centre licensing works For each call centre on each PBX that exists there should be a MyCalls Call Centre license for the appropriate number of agents e Install MyCalls and configure MyCalls Enterprise as required e Install the MyCalls Enterprise and MyCalls Call Centre licenses on the SV8100 that will hold the license e On the MyCalls Server read the license from the SV8100 holding the license and register it e Install the license that will enable SMDR and P Commands on all of the other SV8100 s that are part of the enterprise Scenario 7 MyCalls Call Recorder and Enterprise Call recorders can be used in any of the scenarios 1 6 and the same licensing rules apply When ever a call recorder is used within an enterprise then the call recorder license will need to need to be installed onto the SV8100 that is holding the Enterprise license As the physical call recorder need to be connected in line with the trunks then a PC will need locally to record the calls These can be played back from the MyCalls application 111 Page Collector Configuration Application The Collector Configuration Application can be used to edit connections to PBX s for example if the IP address of a PBX has changed you can update the MyCalls configuration to reflect this change Usual
114. pand all Contract all AIC Table Default ACD Group ACD Group in Operation Mode 1 E ACD Automatic Call Distribution E ACD MIS Setup Ea ACD Time Pattems ALD Agent Setup E AIC Table ii ACD Group Pilot number vee C ACD Service codes vee ACD Group Assignment for Extensions hee FI ACT Groin Tarnet For AG Its good practice to create all groups between 1 and 64 regardless are if they using all ACD groups ACD group 64 must be created in order for agent control to function correctly 67 Page Configuring MyCalls for Agent Control Before you can configure Agent control you must install a valid license containing the Agent Control feature To check if you have an agent control license click help about in MyCalls and review the License Details Typically on an SV8100 the license would have been gathered from the LMS License Management Server and installed on to the SV8100 s CPU MyCalls will then read the license from the SV8100 Refer to the MyCalls Installation manual for further details on MyCalls licensing on the SV8100 Set the Agent Control IP Address TCP Port From the Configure Telephone System menu expand your PBX and go to Agent Control Configure Agent control Configure Telephone System PBXs oe a Head Office Agent Control Groups zd Call Recording Agent Control An Agent Control Group defin Do pe Agent Control the group These restrictions H ag
115. play real time statistics for all PBX s it is connected to MyCalls clients can be installed within the group cluster for reporting There is no real limit on the number of group cluster servers that can exist within an Enterprise A Cluster Server 1 Group Cluster Client 1 Group Cluster Client 95 Page Scenario 4 A Cluster Server with Node Cluster Clients and Group Cluster Clients This scenario is a combination of both clustering methods used in scenario 2 amp 3 There is a Cluster server which is responsible for holding the central MyCalls database There are then a combination of node cluster client and group cluster clients A Cluster Server 96 Page Installation Procedures The following section describes the installation procedures for the different enterprise solutions Each of the following scenarios can be installed using SQL Express 2008 R2 or SQL 2008 R2 Further information on installing MyCalls with SQL 2008 R2 is documented in the Installing MyCalls with SQL 2008 R2 section of this manual These instructions work on the assumption that only SV8100 s are used in the installation Instructions for adding in different PBX s into the installation are available in the Collector Configuration Application section of this manual Scenario 1 Single MyCalls PC Multiple PBX s with SQL Express 2008 R2 The steps to installing this scenario are summarised as follows Make sure that all of the SV8100 s in
116. populate the users column The user names that are generated can be edited if required The user role can be changed by selecting one of the options in the drop down menu in the user type column B Configuration Import DS Callers ABB Dial T z3 Ce Selected Number Mame Los Group t ly b ad User Type id Ha DIDs i Unasst ver iUse i E Extension Groups bed B Pilot Numbers P Service Codes Create Default PINS E Administrator User Name Administrator Password Clear PINS Clear Users Confirm Password Close An Administrator user name and password have to be entered when setting up users in the Config Import Tool Click the disk icon in the Config Import Tool to send the configuration into MyCalls After import users using you will have to create organisation groups as required and move the newly imported users in to the appropriate groups 60 Page To check that the user logons are working you need to login to MyCalls and create a real time user view From the MyCalls menu select View Real Time Information Real Time Status Users Create a New User Status View Real Time User Status Configuration 21 xl tt he groups to view a a ced one ormore groups of users to display You will to group the results by any ofthe available parameters Organisational Groups C Organisation mj Organisation Sales y Organisation Service Team Wy Organisation Support Wy Organisation Support 1
117. pplication ML alls Help View User Real Time Information Call Records Window Unretumned Calls Window mA EE NUCT Main Toolbar Grid Bar Status Bar The toolbar can also be moved out of the MyCalls application and used as a free floating application When the toolbar has been removed from the application MyCalls can be minimised and the toolbar will still be visible To move the toolbar out from the MyCalls application drag the dotted line situated at the left hand side of the toolbar and the move it MyCalls Control l t L H EM c gt Log In Log Out Wrapllp Stat Unavailable Options Extension 200 Steven Idle 18 49 18 The functions of each of the Agent Control Bar buttons are described as follows Login Click the login button to login to all of the primary login groups associated with your Agent Control Group Click the Arrow to be presented with a list of ACD groups available to login to When an agent clicks the login button they will be prompted with extension they should login to If the user is assigned to a default extension they can simply click ok to login to their default extension or choose an extension from the drop down menu ACD 02 ACD 03 ACD 04 Logout Click the logout button to logout of all ACD All Queues i es groups Click the Arrow to logout of individual ACD groups ACD 01 Wrap up
118. previously available report items should be listed The second thing to do if the MyCalls server name has changed is to point any client installations to the new MyCalls server To do this open the toolkit on any client PC s that run MyCalls and from the Client Menu select Configuration and Test Collector Name Local Collector Select the PBXs that can be reported on Head Office Enter the name of the MyCalls server where it says CPE Server and before the KSS text in the Database Server text box 130 Page Document History Revision 1 0 September 2008 First release Revision 1 1 Feb 2009 Update for MyCalls 2 1 0 0 Increase PC Specification Add area code import Update Call Recording for USB 2 Call Recording Unit Include Netlink and Call recording Revision 1 2 April 2009 Update for MyCalls 2 1 1 0 Add BRI Call recorder Add new sense installer Remove Using MyCalls Remove Running Reports Remove User Roles Remove Area Code Import Add Reference to End User Guide Remove Support for Windows 2000 Revision 1 3 September 2009 Update for MyCalls Desktop Update for MyCalls Version Based Licensing Revision 1 4 November 2009 Update for MyCalls Call Recorder Analogue Update for Sense 2 3 8 971 Revision 1 5 May 2010 Update for Sense 2 4 1 Add Windows 7 Support Add MyCalls Patching Revision 1 6 January 2011 Update for MyCalls Version 3 0 0 0 Update for Sense 2 6 Revision 1 7 March 2011 Remove Call Recor
119. re you start the configuration import make sure the correct PBX is selected in the general page Configuration Import Tool File Help il A ey ARR ey K RERO TT VL OnTIdur uon LIS wow MA C MR ne umn SS a UA ry A ay T34 asg 1 vat Qe MNT ae Oe ae SEN et Spe Vet A juration directly from the switch using the dowr x b B Configuration Import i ya 7 to P Bf Account Codes Assign Configuration to PBX Code lt a Callers ABB Dial Select a PBX T Carriers Select a PBX SF Head Office JE Extension Groups Pilot Numbers ES Service Codes A General VPE Trunks SMDH Serial Configuration Pritt Raud Rate 109 Page Scenario 4 A Cluster Server with Node Cluster Clients and Group Cluster Clients This scenario is a combination of Scenario 2 and 3 the installation steps are summarised as follows e Install and Elect the Cluster Server e Install the MyCalls Enterprise license on the SV8100 that will hold the license e On the MyCalls Cluster Server read the license from the SV8100 holding the Enterprise license and register it e Install the license that will enable SMDR and P Commands on all of the other SV8100 s that are part of the enterprise Do the config import for the PBX connected to the Cluster Server Install and configure node cluster clients Do the config import for node cluster clients Install and configure group cluster clients Do the co
120. rst Login at Last Logout at Total Time Logged In lt w First Log In At Include sub groups of selected groups Last Call Start Time Last Log In At Included Information Last Log Out At Logged In Maximum Logged In Minimum Number of Logins Total Time Busy Call Durations Total Time DND Casts Total Time Free Prey Call Counts Total Time Logged In Call Count Percentages Total Time Unavailable Total Time Wrapup Performance Unavailable Codes To include Unavailable codes in the report click Unavailable Codes and you will be presented with a sub menu displaying the Unavailable codes selected in the upper section of the report configuration screen Under each unavailable code you can select Unavailable Time Count of Total Time Time will show the percentage of time your have been unavailable in that particular unavailable code Count will display the number of time you have been unavailable for that reason Total Time will display the total time you have been unavailable in that code Preview Report Call Durations Costs b Call Counts b Cancel Call Count Percentages Users Performance gt Unavailable Time Unavailable Count Unavailable Total Time Natural Break gt 123 b Refreshment Other items can be included in the reports from the available menus Each of the categories are described as follows Call Durations General Call durations can be used t
121. rt that you do not ig Custom Group Summary for each Member Create Saved Report Item z D URON MOUR Summary Profile Use the Create Saved Rer Enter a name for the report select a Report Group and click OK Name a Report Item EN 71 xj Enter a name for this report item Report Items should be named so as to reflect their purpose and can therefore be easily identified You may Bither select an existing group or enter a new group name to help organise the Report Items Report Name Agent Detail Report Report Group Custom Reports Y OK Cancel 83 Page The report wizard will start the first step of the wizard is to configure the reporting period Choose the period the report will run for and click next 15 x Custom Group Summary for each Member Configuration Specify the time period the report should cover The report can be run over a changing period depending on when it is run such as this week or as a fixed time The reporting period can also include two time periods with in the defined date ranges such as 09 00 to 12 00 Period1 and 13 00 to 17 00 Period2 This will only include calls that were handled within each of these time periods T Msc Beets Period 1 Start Period 1 End Regular 00 00 00 23 58 58 ES Include Second Period C Custom Start Date Start Time 29 02 2008 z 00 00 00 End Date End Time Include calls for the following days w Mon
122. sers access to real time screens and reports Any user in MyCalls will be able to report against any PBX PC located at Head Office LAN WAN VPN LAN WAN LAN WAN iis VPN 93 Page Scenario 2 Clustered Installation with a Cluster server and Node Cluster Clients In this scenario a PC is elected as a Cluster Server This is the PC that holds the configuration and call records database for all the sites The Cluster server also holds the license for the entire enterprise Node cluster clients are PC s that are responsible for gathering data from a PBX and then feeding that information back to a cluster server Working in a clustered environment will allow a Cluster Server to report against all PBX s in the enterprise and will allow Node cluster clients to report only against the PBX connected to it Each node cluster client will have the ability to run reports and view real time information for its local PBX only The cluster server will not be able to view real time information for each PBX in the enterprise A Cluster Server 94 Page Scenario 3 Clustered Install with Group Cluster Clients In this scenario there is a cluster server which stores the configuration and call records for the entire enterprise There are also PC s that act as Group Cluster Client s A Group Cluster Client can collect from up to 10 SV8100 sw and feed back call information to a cluster server The group cluster client can dis
123. sing the MyCalls application It works by sending AIC logon commands via the Agent Control TCP Port An AIC code is created for each ACD group and when an agent requests to login to ACD groups 1 2 and 3 MyCalls will send 3 separate commands telling the SV8100 to login the designated agent to groups 1 2 and 3 MyCalls uses ACD group 64 as a holding area for agents if for example you login to groups 1 2 and 3 MyCalls will first log you in to ACD group 64 then 1 2 and 3 For this reason the SV8100 should not be programmed to deliver any calls to ACD group 64 There is a limit on the number of times an agent can logon using AIC commands after the agent has logged on using 16 different AIC code they will need to logout before they will be allowed to logon to any more groups For these reasons an ACD agent can only logon to 15 ACD groups It is not possible to control the status of an agent while they are on an internal call MyCalls Agent Control requires a valid Agent Control License V8100 Programming Note Agent Control requires SV8100 system software 7 of greater The TCP Port for Agent Control should be set in Wizards Advanced Items ACD ACD MIS Setup set ACD Agent Control TCP Port Number to 4002 This item is set by the MyCalls Config Import Tool ll Untitled NEC Philips 5 8100 PCPro File View Programming Communications Tools Help tg d i 2 v e OC g v2 9 Wizards Apply Cancel Default Group
124. sion Required for each Call Control User in the MyCalls eao a per User EU000121 License The number of call control users can be displayed in the help about section of MyCalls Required for each Concurrent User Logins Agents in MYO ATSANA TOIAN EU000123 the MyCalls License The number of concurrent users Upgrade per Agent can be displayed in the help about section of MyCalls 34 Page Before the upgrade can take place the licenses should be installed on the SV8100 read in using the MyCalls license manager and registered on the Kelmar website To verify that the upgrade can take place click the Help Upgrade requirements option in the MyCalls application If the requirement for upgrading is satisfied then in the Help Upgrade requirements menu will return to following message The window will tell you if you can upgrade a single version or more than one version 1 Upgrade Requirements With the upgrade items already purchased vou will be able to upgrade to the next version With Ehe upgrade items already purchased you will be able to upgrade any other version Should there be any items missing from the licenses then the following screen will be displayed showing you what license items are installed so you can work out what is required in order for the upgrade to be allowed x i Upgrade Requirements To upgrade to the next version you need to purchase the following 1 Single version PBX upgrade s You currently hav
125. sions Concurrent Users ACD Supervisors 1 Unlimited 1 lo Agents Agent Desktop Users Wallboard Users lo lo lo Call Playback Users Digital Trunks Analog Trunks IP Trunks lo Install l i e 21 Page A Window will open containing the registration information and instructions if the PC that MyCalls is running on has internet access then open the following web page If the PC does not have internet access then save the text from within the windows into a text file and take it to a PC that has Internet Access http www kelmar software com svlicensing default aspx S 8100 Registration Request E X Request SV Registration Code Follow the instructions below to generate the 8100 registration code After you have received the registration file use the License Manage to open the file and then install the license Instructions Copy all of this text save it to a text file then take it to a computer that has internet access open it B then follow the instructions below Open a web browser and go to the page http www kelmar software com svlicensing default aspx Copy the following information into the page Registration Request Information nsDtqw hBSHkD all He zagabbibstl 1FEBBZwvi u1drll ek qmgr o0 37 IER f f l k4sCsbO a 2uleKjFBEwx PVvMapb bSYDM PEukhsorbyKk1z4h1mbMiMUeAsyvsEpzGMESISASdR v 7ulqL48AG neste voSHiall PZkLRJ1LVcOMLUvwBR1JuODwCDLIEB SA vNOBUI gasbL dx amp a aGu3 sy T DS2iBx MpdH
126. ss of if they are logged into ACD or not A pilot number view will show the number of calls in queue and display agents that are logged into specified ACD queue Real Time Status Pilot Numbers A real time pilot number status view will show which agents are who is logged into a pilot number and some calls in queue information From the View menu select Real Time Status Pilot Numbers Queue Status Create a New Queue Status View Real Time Queue Status Configuration 2 x gt LES he sta us is fi fi tered to show only values for the type you have ean selec teleph The cies and Pilot Number status may not be available on PBX Pilot Number Head Office v ACD 01 v Show Detailed C Show Overview C Show Summary ga Use Short Names Select the Pilot number you wish to create the view for and choose either a detailed overview or summary view and click OK A summary of the different views are as follows Show Detailed is a moving status window where users move around based upon which state they are in and how long they have been in that state The number of calls in queue Longest Wait Time duration of the call queuing the longest in HH MM SS and the CLI of the longest waiting caller In the sample below there are 3 users available to take calls Agent 200 is at the top of the list because they have been in the available state the longest If agent 200 s extension was to ring with an ACD call Agent 200 would move
127. st Line W Organisation Support 2nd Line C Show Detailed Show Overview C Show Summary Use Short Names Edit Summary Font Edit Detailed Font tees Select the organisation group the agent agents belong to choose to Show Overview and click OK Once the user status screen is displayed click the double arrows pointing downwards next to the user s name this will show more detail about the agent If the agent is logged off their status will show as logged off User Status Window User Steven Smith Extn DID Pilot Caller Code Time Status Logged Off 61 Page Once the agent logs on their status will change to show that they are available If the Agent was already logged on when they were created in MyCalls they will need to logoff logon before their status will be displayed correctly User Status Window Steven Smith User Steven Smith Extn EXT 200 DID Pilot Caller Code Time 00 00 04 Status Available 62 Page Creating Real Time Windows There are several different Real Time windows that can be created in MyCalls Real Time Statistics Single Value Windows and Combination Value Windows act in the same way they do in a non ACD configuration The main differences with working in an ACD environment is the Real Time Status windows which can be used to display Agent Status and Pilot Number status in various different ways A real time user view will show an agents status regardle
128. stalled Switch IP um Port 6080 ES Read License You will be warned that the operation may take some time click yes to continue 2 Reading the license from the switch can take over 5 minutes and during this time the application will not respond ta any commands This operation will not affect the switch but cannot be cancelled Are you sure you want to continue 20 Page After the licence has been read from the PBX you will be asked if you want to install it click yes and the license will be installed on the PC MyCalls License Manager Are you sure you wish to install this license Any previous license will be overwritten AY d The license will now work for a period of 15 days during this 15 day period the MyCalls software has to be registered If the MyCalls software is not registered during this period then it will expire MyCalls License Manager a The License has been successfully installed and will be locked to this computer This license needs to be registered using the Generate Registration Request option off the SV8100 menu Registration After the license has been read from the SV8100 you should select Generate Registration Request File from the SV8100 menu p MyCalls License Manager File License Sv8100 Help Read License from Switch 9517 7025 el Reaistered User Registered Company Expires Maintenance Renewal fi 6 09 2008 lor 703 2008 PBXs Exten
129. t MyCalls needs in order to function Port Commands Referred to as P Commands or P Events and SMDR A P Command is output each time a call is presented to the PBX or each time an extensions status changes A standard call will generate around 10 P commands It is therefore not recommended to directly connect more than 10 SV8100 s or to a single PC f there is a requirement to connect more than 10 SV8100 s into a MyCalls Enterprise network then clustering should be used Clustering can send a unified version of the P commands and SMDR output to a MyCalls Server Call recording can be used with any of the following scenarios and will always need a local PC to record calls on to Calls can be played back from a central location or client over a network Call recording licenses should be installed on the SV8100 holding the license for the Enterprise A combination of SL series PBX s and SV8100 s can be used in the same enterprise installation but the MyCalls software level must be the same Scenario 1 A Central MyCalls PC Colleting from Multiple PBX s There is a Central PC running MyCalls at a head office and all the P commands and SMDR are sent directly over the network to the MyCalls server PC This is only suitable for connecting up to 10 5V8100 s to a single PC If a link between the remote sites goes down then there is a possibility that data will be lost until the link is restored MyCalls clients can be installed on the network to give u
130. t by MyCalls that needs to be changed this can be done using PC Pro Web Pro after MyCalls has set it For example all extensions are enabled for SMDR output if there was a requirement for a particular extension not to output SMDR this would manually need to be changed back after MyCalls had enabled it 12 Page The table below explains all of the commands that are set in the SV8100 by the configuration import tool PRG Cmd 10 20 Device 1 10 20 Device 2 10 20 Device 5 10 20 Device 10 11 16 09 41 01 03 41 01 05 35 01 35 02 14 01 06 20 11 11 15 01 03 15 01 14 15 01 15 Easy Edit Command Applications MyCalls General Applications MyCalls General Applications MyCalls General Applications MyCalls General System Numbering Plan Service Codes Single Digit Code Additional Devices SMDR Setup SMDR Service Options Additional Devices SMDR Setup SMDR Output Options Additional Devices SMDR Setup SMDR Output for Trunks COS Automatic On Hook Transfer Additional Devices SMDR Setup SMDR Output for Extensions Additional Devices SMDR Setup SMDR Output for Extensions Additional Devices SMDR Setup SMDR Output for Extensions Value Description Purpose 8181 4000 4001 4002 6 LAN 8 Digit LAN Enable Disable Enable Enable Enable Set CTI Port for MyCalls Desktop Set P Command Port Set SMDR Port Set Agent Control Port Set single d
131. the Enterprise are programmed for MyCalls Refer to the MyCalls Installation guide for further details Carry out a complete installation on the MyCalls Server PC Install the MyCalls Enterprise license on the SV8100 that will hold the license On the MyCalls Server PC read the license from the SV8100 holding the Enterprise license and register it Install the license that will enable SMDR and P Commands on all of the other SV8100 s that are part of the enterprise Do the config import for the 1 site Add the additional PBX s into MyCalls Do the config import for each PBX When the license is read from the SV8100 the number of PBX s will reflect the number of SV8100 s that will be monitored The license will then need to be installed and registered MyCalls License Manager File License Help Serial Number po 01 711 6604 4763 9630 Fe3641 34695 Registered User Richard Horsley E pires 3 11272105 PES Extensions 3 Unlimited Agents LAN Wallboard Users EN Digital Trunks pa 1 U Call Playback Users ee IO x License Type Enterprise Registered Company NEC Intemal Maintenance Henewal 20 08 2008 ALD Supervisors Concurrent Users Analog Trunks a IP Trunks m Install 97 Page Once the license has been installed and the Config import has been completed for the first PBX login to MyCalls as an Enterprise Administrator From the Configure menu select Tel
132. the Sample SMDR and then using a right mouse click to assign the value Sample SMDR Protocol CR LF hd Predefined Templates if there are no templates in this list vou will need to Template Name browse for the file MasterSwitchT emplateFile mpbs resented Use computer Date 6 Digit DID Select 4 template Browse Select a template E Template Configuration Esel K EK E pes NEC Infrontia Aspire SV8100 Events t3 ROO NEC Infrontia Aspire SV8100 Events TAPI p Oe NEC Infrontia European Aspire SV8100 5L1100 5L1000 Line DID presented Use computer Date P SMDR Format eli NEC Infrontia European Aspire SV8100 SL1100 S5L 1000 Line DID presented Use computer Date 5 Digit DID WE Event Format NEC Infrontia European XN120 Line DID presented Use Computer Date X SMDR Max lines per SMDR Record 1 Events First line identified by at position o ES OK Cancel Help 113 Page You will be ask if you wish to overwrite the current template click yes and then OK Edit the Telephone System Template AN Are WOU sure you want to averwrite the current template The connection for the SMDR has now been created There is a similar procedure for creating a connection to the P Events Start by creating a connection for the P Events and giving it a meaningful name relating to the PBX and the connection type Proceed to select the associated PBX enter the IP address of the PBX and the port number configured for the P Even
133. the groups if required you can create sub groups to build up a tree type structure to represent departments within a company Use the Create a New Group option to create a group Organisation 1st Line Thomas Jones 2 Steven Smith 2 Service Team ie agent 200 se agent 201 B 2 All Users Configure Organisation Structure y Organisational Grour mnt Organisational Groups are organisation They are arre groups It is typical that ar then maybe different team Tasks Create a New Group Use the Create a New C a Department Team Create a Mew User llan tha ranta a Alesis Once you have created a group you need to create users within the groups Select which group the user will belong to and click Create a New User Create anewruser zixd Assign the correct user role users Name Simon Shivers Job Title User Role User v Password ee Enable Call Playback Enable Real Time Statistics Notes Users are people who in generally employed by the organisation By setting the users role you can restrict configuration modifications to the appropriate Abbreviation Group Draanisation S upport 2nd Line Email Address pre rT TH 56 Page Enter the user details as required the only mandatory field is the name field Any number of uniquely named users can exist per organisation group Enter a password if the user will be required to enter a p
134. the user no matter which extensions the user logged on to Login ID User 303 None Select Skill Set None Notes R Cancel 78 Page Create a Range of User Logins The option to create a range of user logins will allow multiple Login ID s to be created in MyCalls and the SV8100 Once they have been created they can be assigned to Users and Skill Sets Create a Range of User Logins Multiple User Logins TS RE A ma ne associated user can be specified through the edit a user login aor lt PBX Code Number of Logins Head Office 1 0 E Start Login Number 500 Notes f Cancel Delete a Range of User Logins Use the feature with caution as deleting a Range of User Logins will remove User Logins Pin Codes from MyCalls and from the SV8100 Viewing Skill Sets in Real Time To see users that have skill sets assigned to them you can create a real time view of the pilot number The skill set is displayed next to the users name in brackets Pilot Status Window Fo Eii Pilot Status Window Agent 300 5 y Agent 300 5 Agent 301 1 Y Agent 301 1 Agent 302 7 Y Agent 302 7 79 Page Using MyCalls Agent Control Features As an Agent When an Agent logs in into MyCalls they can use the Agent Control Toolbar to carry out various actions From the view menu check the Agent Control Toolbar option Once visible the Agent Control Toolbar can be moved around the a
135. tlvaakt33MFraY Ll xy permanent license will be generated that will be emailed to you Store the new license somewhere Copy to Clipboard Enter the details into the website the user name organisation should be details of the customer The email address is the mail address that the registered license should be sent to You can also elect to receive MyCalls email notifications check the box to enable notifications Now copy and paste the registration information into the Registration Request Information box Take care when copying the information into the box to make sure that only the registration information show in the above screenshot highlighted in blue Do copy any other information or it may result in an invalid license being issued Finally click the Send Registration Details button to submit the registration request MyCalls S 8100 License Registration Page Windows Internet Explorer GA yT je http Iwww kelmar software com svlicensing deFault aspx st wd di e MyCalls Sv8100 License Registration Page Enter the details of the customer the license registration is for below The registration file will be emailed to the email address provided User Name David Smith Organisation DS Computers td i sti is sS Email Address david smith emailcouk Do you wish to be notified by email of product upgrades information regarding Notify me of updates and informati
136. to For the duration that the user is logged in the calls they handle will be assigned to that extension You must have the appropriate user licenses to use the MyCalls application uenta E nter at user name and password When logged in you will be allowed to use the system ta the level tf ur user has been granted This could be as either a ser supervisor or admin Extension Selection 2 Ple ie selectthe extension you are working at Your usual extension has been preselected Browse PBX Extension Head Office E Password Cancel From the view menu select Call Control Toolbar MyCalls Layout Configure View User Help Real Time Information Call Records Window Unreturned Calls Window Main Toolbar Grid Bar Status Bar The Call Control Toolbar allows users to perform Telephony functions such as Answer Hand up Transfer Hold etc At the bottom of the call control toolbar you see the status of the user s extension and how long it has been in that state There is also a mini wallboard for the calls handled by that extension for the day The toolbar can be either inside the MyCalls application or placed on a user s desktop To move the toolbar into the MyCalls application drag the blue title bar and drop it in the upper section of the MyCalls application The remove the toolbar from MyCalls drag the dotted line on the far left side of the toolbar and drop it anywher
137. to change how a feature is installed Feature Description This option allows you to install the database You would normally install the database on the same machine as the Call Processor This Feature requires 21MB on your hard drive Install to InstallShield Help Space lt Back Cancel At the Call Collector Name Screen click Next im MyCalls Installation Wizard Call Collector Name If you are installing a Call Collector vou need to choose a name For it Note that if there are several Call Collectors installed in your company each one must be given a unique name and that name must be used when the Call Collector is added to the configuration If you have already performed a Complete Setup there will already be a Call Collector with the name Local Collector and you must enter a different one below Please enter the Call Collector Name local Collector InstallShield 50 Page At the Database Server prompt you will need to browse and select the location of the MyCalls Database If the default options have been installed then you can Database server will be the PCNAME KSS If a custom SQL Installation was used then you will need to select the appropriate option Click Next to continue Ta MyCalls Installation Wizard Database Server Select database server and authentication method C Use MyCalls s own server Select the SQL Server to connect
138. to the ringing column If 5 extensions were ringing then there would be 5 extensions in the ringing column the call that had been ringing the longest would be at the top of the list Pilot Status Window Column Chooser Available 3 Off Hook 0 Ringing 0 Incoming O Hold 0 Non ACD D Unavailable 0 Wrapup 0 agent 200 Extn EXT 200 00 03 45 63 Page Show Overview will show all agents against the selected pilot number the agents will remain in the same place and the colour of the agent will change based upon what state they are in If you click the double arrows next to the agent s name more information is displayed about their status The number of calls in queue the longest wait time and CLI of the longest waiting caller are also displayed Pilot Status Window User Agent 200 Extn EXT 200 DID Pilot Number Code Time 00 00 08 Status Unavailable The Show Summary will display the number of calls in queue and longest wait time no real time agent statuses are shown Queue Status _ I runk EIN Ded i ee T s 2m y T c viel Long est Call Waiting 00 00 00 e4 Page Real Time Status Users A user view will show the status of a user regardless of if they are logged on or not From the MyCalls menu click View Real Time Information Real Time Status Users Create a New User Status View mi Configure Real Time Parameter Windows
139. trl F5 To change the hotkey click in the Press new hot key box and press the new key sequence that should be used as the hot key If you enable the Global Hot Key option then if the Hot Keys will work even if the MyCalls application is not running in the foreground Current hat key Ctrl F5 Global Hot Key Move Up Press new hot key Move Down Assign Reset All OF Cancel 81 Page As An ACD Supervisor An ACD Supervisor has the ability to view real time user status and pilot number status and change the status of agents They can also run reports In the view real time information real time status users menu choose to Create a New User Status View Choose an Organisation group select overview and click OK Right click on any Agent and you will be able change their status For an Agent that is not logged in you have the option to login the Agent to either their Primary Login Queues or any individual queues assigned to the Agent User Status Window All Primary Login Queues ACD 01 Enter Wrapup ACD 02 Exit Wrapup ACD 03 Enter Unavailable ACD 04 Exit Unavailable ACD 05 ACD 06 Once an Agent is logged in you can control their Agent status further You can put the agent ina wrap up state or an unavailable state If unavailable codes are being used you can specify an unavailable reason from the list Agent 200 Log Onto Queue gt L
140. ts Click OK once you have entered the required information Create a New Network Connection 2 x Identify the new Network Connection The new network connection should be named ta help others Understand its use Name Associated PBX Leicester E vents Leicester DNS Name ar IP Address of the PBX this connection Is Far Pork 192 168 1 76 som Mates OF Cancel 114 Page Locate the connection that you have just created and click on Edit Telephone System Template From the drop down menu select NEC Infrontia Aspire SV8100 Events from the drop down menu ES Edit the Telephone System Template B E B x Fie SMOR Advanced Edit the Telephone System Template You can either select a preconfigured template if ane exists far your switch or configure ane manually Manual configuration tan be done either by entering the information directly ar by using existing event data selecting a value fram the Sample SMDR and then using a right mouse click to assign the value Sample SMOR Protocal CRALF Template Mame Predefined Templates if there are no templates in this list you wall need to browse for the file MasterSwitchT emplateF ile mpi user Defined MEC Infrantia Aspire Events wi Browse Select a template User Defined E Template Configuration Iam E s 3 E NEC Infrantia Aspire Events E parom i NEC Infrantia European Aspire Line presented Use computer D ate NEC Infr
141. twork client is that you only need to install it once on a client If the MyCalls software running on the MyCalls server PC was upgraded then as the MyCalls client runs the application from the server the client could not need upgrading During the installation of the MyCalls Server the MyCalls installation folder is shared In a Windows Domain environment users will need the read and execute permission to the MyCalls share on the MyCalls server To see if a client can access a share from Windows explorer type servername mycalls where servername is the name of the MyCalls server In the example below the server is called MyCalls File Edit View Favorites Tools Help Back gt Y Pi q Search li Folders F Hide the contents of this drive 1 Add or remove programs Search For Files or Folders If an explorer window opens showing the contents of the share then the client can connect to the server and share S MyCalls on mycalls File Edit view Favorites Tools Help Q Back v gt Y P J Search le Folders Hab Address EF imycalsimycals ii lt seS i S File and Folder Tasks A g Make a new folder c Publish this Folder to the Web LJ de DefaultRep en gt gt Other Places 25 Page If an error is displayed saying there is a Logon failure then it is possible that the user trying to connect to the share does not have the correct permissions mycal
142. upgrade Installed instances Setup Support Rules Select Instance Select Features Disk Space Requirements Error Reporting Upgrade Rules Upgrade Progress Complete Specify the information that you would like to automatically send to Microsoft to improve future releases of SOL Server These settings are optional Microsoft treats this information as confidential Microsoft may provide updates through Microsoft Update to modify feature usage data These updates might be downloaded and installed on your machine automatically depending on your m Send Windows and SQL Server Error Reports to Microsoft or your corporate report server This setting only applies to services that run without user interaction 38 Page Your SQL Server 2008 R2 upgrade completed successfully Setup Support Rules Summary log file has been saved to the following location Select Instance SelectFeatures Disk Space Requirements Error Reporting Upgrade Rules Upgrade Progress Information about the Setup operation or possible next steps Your SQL Server 2008 R2 upgrade completed successfully The following notes apply to this release of SQL Server only Microsoft Update For information about how to use Microsoft Update to identify updates for SQL Server 2008 R2 see e Microsoft Update Web site at http go mscrosoft cem fwlink TLinkid 108409 Samples Once the installation has completed click close and then start the MyCalls servi
143. using C Windows authentication credentials of current user Server authentication using the Login ID and password below Login ID ss na Password esos 0 InstallShield lt Back Cancel Once the installation has completed you can do the config import and you will up and running 125 Page Testing The Connection to the MyCalls Database To test the connection to the MyCalls Database start the toolkit application from c program files necinfrontia MyCalls folder SCX File Edit view Favorites Tools Help AN Back gt E a Search Folders m Address mm C Program Files NEC Infrontia MyCalls 30 aie a File and Folder Tasks A E m R this Fil mij E S Telephony Toolkit TempLlpara iy Mowe this File ad za Copy this file When the toolkit loads click on Configuration and test from the client menu FE MyCalls Toolkit Services Database Message Queue Firewall Clustering Client SOL Query The client and configuration and test screen will load Click the Test Connections button and MyCalls will verify if it can connect its services If the Database server name has been incorrectly entered you can change it in here HE Client Configuration and Test CPE Server I Database Server PCO1542003 Collector Name Local Collector Select the PBXs that can be reported on Connected OK tcp pc0223 9997 KSSDCDServer iw Head Office Connected OK PCO1642003 S
144. vw Wed w Fri wv Sat 22 02 2008 v 23 59 59 44 f Tue v Thu F Sun Prev Next Fintsh Cancel From the upper section of the Custom Group Summary for each Member Configuration select the Device Type as Organisation Group and choose which group the report will be for If you wish to report against Unavailable Code then select which code will be included in the reports Only 10 unavailable codes can be reported against in a single report L Custom Group Summary for each Member Configuration Specify the information to include in the report By specifying multiple groups you can compare the results of different groups over the same time period At least one group must be selected and the device type to group by CANNOT be one used in the filter specification Show the available information using the Available Information button and select or deselectthe information to include in the report Modify the order by clicking on a header and moving it f next to another header Moving a header off the grid will also remove the information from the report Device Type Organisation Group Groups Select up to 10 unavailable codes C Organisation vi 123 Select All iw Natural Break Select All II Refreshment Select None Include sub groups of selected groups 84 Page In the lower section of the configuration screen click Available Information Users From the Users menu select items as required examples are Fi
145. y of the MyCalls products can be installed to use SQL 2008 R2 including MyCalls Call Manager Call Centre and Enterprise It is also possible to install the MyCalls databases into an existing SQL Server environment For example if a customer asks you to install MyCalls onto a PC that already has SQL 2008 R2 on you can install MyCalls asking it to create its own database within the SQL2008 R2 server You will require a username and password from the administrator of the SQL Server the account should have administrator privileges MyCalls and the MyCalls database can actually reside on different PC s or on the same PC Both installation scenarios are described in this section of the manual Installing the MyCalls and the MyCalls Database on a SQL 2008 R2 Server This documentation explains the installation procedure for setting up MyCalls onto a PC that will use SQL 2008 Re for its data storage otart the MyCalls installation wizard from the installation type screen choose a custom installation type im My Calls Installation Wizard Setup Type Please select a setup type C Complete s All program Features will be installed Requires the mast disk space C Client s Install only the client applications Server ts Install anl che server components Email Collector s Install anl che email collector E Choose which program Features you want installed and where they Will be installed Recommended Far adv
146. you have entered all the details click OK Identify the PBX The PBX Code is the unique name far each switch Networked PBX s that form one logical switch must be uniquely identified by their Mode identifier Mote that both a PAX Code and an Area Code must be entered FEX Code Made es NENEEMEMEMMssss 23t Admin User None Select Country United Kingdom Edit Country Mumberng Plan Area Code International Access Code n0 Call Recorder None M Edit Mates Repeat this procedure for each PBX that will be added into MyCalls 101 Page Elect the Cluster Server Start the toolkit exe application from the c program files NEC Infrontia MyCalls folder 210 File Edit View Favorites Tools Help Bak E3 E j Search Folders Bal Address E C Program Files NEC Infrontia MyCalls Go File and Folder Tasks Rename Ehis File mij Telephony Toolkit TempLlpara by Moye this File x A Copy this File The toolkit application will load MyCalls Toolkit ial x Services Database Message Queue Firewall Clustering Client The program should only be used under the supervision of a support engineer From the toolkit click the clustering menu 102 Page Now select the This computer is being used as a cluster server option Once you have selected to be a cluster server select all the PBX s in the configuration and reporter boxes In the Statistics box ONLY select

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