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Compact Contact Center V5

1. Address SW1 SW2 SW3 SW4 0 0 0 0 0 1 1 0 0 0 2 0 1 0 0 3 1 1 0 0 4 0 0 1 0 5 1 0 1 0 6 0 1 1 0 7 1 1 1 0 8 0 0 0 1 9 1 0 0 1 10 0 1 0 1 11 1 1 0 1 12 0 0 1 1 13 1 0 1 1 14 0 1 1 1 15 1 1 1 1 Baud Rate Dip Switch Settings are Ensure the Baud rate is set to 9600 Installation Page 37 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Test Functions FUNCTION Normal Running Full Screen LED Test Information Screen Only on power up The information screen shows three pages where the following text is displayed The dip switches must be set with the display powered down then switch power on to achieve information screen se f se e Yellow Text Software Version Sign Type e Green Text Network Number e Red Text Baud Rate RS485 Communication System RS485 Communication Systems This standard officially allows 30 wallboards to be connected via a RS485 transmission cable of up to 1200 metres to a PC RS485 port The PC TX is connected to the wallboard RX similarly the PC TX is connected to the wallboard RX The recommended technique is to run a cable from the PC to the nearest wallboard then from this wallboard to the next nearest wallboard etc At the last wallboard on the bus it is necessary to connect a 120 ohm terminating resistor between the wallboard RX and RX connections using the supplied terminated RJ45 Plug and the RJ45 double
2. eeen nenne 9 WINDOWS i e 9 14 48 52 54 Windows 2000 Salad ai a ta 10 Windows 2000 10 11 14 Windows 2000 Professional SP2 9 Windows 2000 2003 ln EE 4 Windows 2000 2002 A Windows 2000 3 9 Windows 2000 3 Modification 9 Windows 2003 ASP NET ih avis Aandi eee ae eege 10 Windows 20072 10 11 Windows 2003 Gener ee uun 9 47 Windows Authentication nnion 12 Windows Components i 10 Windows Event ViewWer i Ln ui uuiuion 11 Windows Explorer i 17 Windows taskbar Start DUHON sicrriiirezisizonananisaneniazia randa ia sedia 43 46 Windows taskbar 12 43 46 48 49 52 54 Workforce Management 1 6 14 Workforce Management Interface 1 2 7 World Wide Web Server oocccccccccccccccccccccncncncncnoninos 10 WHC ye WG Y aia coccion catia 17 WWW achyatel com A0 Www sepecormp Com 39 X MAK AH teat a 23 Y Klo 31 36 YellOw Text 38 NES ana da ea 51 52 55 Installation Compact Contact Center V5 Index NOS DUO I E 44 Installation Page 69 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 Index Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the de
3. N YO 45 User Rights Assignment 17 Utilising Interactive Directory in 1 V View Dia a 12 14 48 52 54 Della SV it WG Y Y YF 46 General eu o WL gen e NF 23 Report SD te iit ntti ied hai dete 14 VII 12 14 23 46 48 52 54 View Active PC Wallboad 44 NM tele eebe Ee teres 24 VOICE Mail un rai n 24 Voice Mail Pro 4 6 24 Voice Processing Administration 4 W Wal india A de OF dances fa ED 33 Wall MOUnting nL e 33 Wallboard CHECK EE 44 remove ira a 44 Page 68 40DH0002USBG Issue 5c 29 September 2005 reset dd 43 Select canon io ta ad La 44 stated AO sas 44 Wallboard 1 25 34 39 40 43 44 45 Wallboard 10 ACCESS EE 28 Wallboard 10 25 28 Wallboard 272 32 33 34 Wallboard Client 3 4 6 7 43 Wallboard ID 42 Wallboard Manager 1 2 24 46 Wallboard Properties ooooonnccccnnnncccccnncoccccnnnonancnnnannos 44 Wallboard Server Sc BEE 43 Wallboard Server 4 6 7 43 44 Wallboard Server application 25 32 39 40 Wallboard GerverC ent 57 Wallboard Terminal Box RJ45 Connector Pin Out Detailer Y ia 36 Wallboard x 1 RJ45 Socket een 36 Wallboard s Do 40 Wallboard s RS485 39 Wallbrd md 51 WARNING ga iaia rile 2 34 UI 22 WB Alarm Scripts 45 WBSGIVE HE 51 Web Call Back 1 MN ele ui Dees dad 14 47 55 Win 2000 2003 Compatible
4. si Allow inheritable permissions from parent to propagate to this object Cancel Apply 4 Click the Apply button and then click OK The Client PC s also need to be able to synchronise their time with the Delta Server 1 From the Start button select Programs Administrative Tools Local Security Policy 2 Under the Local Policies select User Rights Assignment 3 Right mouse click on Change the system time and select Security Installation Page 17 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Eu Local Security Settings Local Setting this computer from the network W2KPROWUWAM_W2KPRO Administrators Re Act as part of the operating system Re add workstations to domain as Back up files and directories Backup Operators Administrators Everyone Users Power Users Backup Op Change the system time as Create a pagefile ee Security Settings H 9 Account Policies SI 8 Local Policies El H E Audit Policy 1 09 User Rights Assigr H E Security Options Power Users Administrators SL Public Key Policies Administrators BRE IP Security Policies on Rg Create a token object Help Rg Create global objects Administrators SERVICE as Create permanent shared objects lad Debug programs Administrators RZ Deny access to this computer from the network RZ Deny logon as a batch job las Deny logon as a servic
5. 31 36 A WEE 21 Levels Dt EE 2 Eevel EE 2 Cense nu Ee 22 License Keys EMONI WEE 22 License KeYyS iii 22 License Server IP Address Etei id ueu alal a 22 License Server IP Address 22 List Se ln WEE 33 Loading OCC i 9 Loading seess dE REENEN dee ed 9 oe 23 Local Computer 55 Local Polcies een 17 Page 64 40DH0002USBG Issue 5c 29 September 2005 Local Security Policy 17 Local Security Settings cccccseeeseeeeeeeeeeeeeeneees 17 Beie ae GOEN 14 Log PGs E 46 ef WEE 11 46 Logic Control Board 32 LOGIN EE 24 48 55 Login Codes iau ey NG du Alanis ae 24 Login Idle Period e ee do les n ii 24 Login Idle Period 24 Logon crol lito 18 LOGON EE 18 Logon Requirements i 18 Longest Wait iii 24 Lost tanta ii eat ait 24 Berger 24 RER 24 M Mailbox Set UD uii deefe adit Eege eeng 23 Mains Power Lead ent aean aAa eSEE 35 Manage E EE 1 Man EEN 1 OI Le un 49 Management TOO S ii 55 ON e EE 21 Manager application eeseeeeeeeeeeeeeeesrreserrnnsennn 22 Manual E leale ia 2 MAPl Gasolina LA eni nd a ARA a 23 A i 33 Meters PO RS485 aia 30 Meters os O Gwed aai Eege 30 M tte ere ee EE Eege AE 34 38 Metres RER iiid ue mm lye 38 Metres oen o io 38 Microsoft Installaton enn nLYn Y Yn nennsrennn nnn 14 Microsoft ua eu ee 14 48 Microsoft Exchange Gerver 23 Microsoft GC 57 Microsoft SQL Server 2000
6. 7 InstallSheild nee Ydd GG dis 14 InstallShield Wizard n 14 52 54 Instance Name 55 Interaction Manager 14 Internet ee nn aia sata ods 21 Internet Explorer 21 Internet Explorer bb 9 Internet Information Services 10 47 Page 63 40DH0002USBG Issue 5c 29 September 2005 Introduction 7 25 32 39 40 IV le EE 22 IP Address ENEA ORI AA uit 14 Poiche 22 Seel 14 22 IP Office Install EE 2 IP Office 2 14 21 23 25 43 46 IP Office Address 13 IP Office LUcense ren r Y II I Y HIN 21 IP Office Manager application 22 IP Office Software Y III Y nennen 21 IP Office System Drogramming Ann LY nannnnnn cnn nano 21 IP Office System 21 IP400 CCC AGT RFAU ueuueuuuueeeeee ir iin 22 IP400 CCC Designer DEA 22 IP400 CCC EMAIL CTIREA 22 IP400 CCC EMAIL BEA 22 IP400 CCC PCW BEA 22 IP400 CCC Report REA ii 22 IP400 CCC Rostering DEA 22 IP400 CCC GVRREA ir inen 22 IP400 CCC Wallboard nien 22 IP400 CTI Prob 22 IP400 Email CTI RFA iir ennu 22 E 2 L E TOZ tears a net GYD Y 39 Ma Nis KEE 32 LTL its ca Acida 40 Mon WIFE EE 25 LWal aia aaa d e 24 LM 2 RE 1 46 Launch Archiver 14 Launching RE RTE 46 RI ln RTE 46 LED IV GS as dancer ete Ee cal ara ares vet 32 II 31 36 LEDS HY Cane ene 30 31 32 36 LED Illumination Test Inspection 31 36 LED Matrix Scanning Inspechon
7. AdvaTel Select the reguired Ferrograph Wallboard model 10 or 20 Click the Next button Select the Communications Port that the Wallboard is connected into use Communications Ports 5 or 6 if using a Communications Card with a Ferrograph wallboard otherwise use the number of the Communications Port that the Spectrum wallboard is connected to 6 Enter the Network Number There are 30 1 30 numbers available For each selected Communications Port Network Numbers 1 15 can be used By default Network Number 0 selects all the available Wallboard devices on either port 7 Enter a name for the Wallboard in the Alpha Tag text box The name can contain both alpha and numeric characters 8 Click the Finish button to save the settings Note The Spectrum and AdvaTel wallboards reguire a licence on IP Office Installation Page 43 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Wallboard Properties This option enables you to configure as well as add either of the Wallboards With the Wallboard Server open from the Devices menu select Wallboard Properties The Wallboard Properties screen lists the installed Wallboards 1 To add a Wallboard click the Add button 2 Toremove a Wallboard select the device and then click the Remove button 3 To select a Wallboard as the default device select the required Wallboard then click the Set as Default button 4 To check the configuration of a W
8. Application CD OO 14 Application CD ii 14 Application Server Screen 10 APP EE 11 Apply DUO EE 14 17 Archiver ZOQOMBS est Dese ce isha edi evades 14 ATGNIVeR e te cit adh ee E 14 57 Page 59 40DH0002USBG Issue 5c 29 September 2005 ARCHIVERSQL iini rennr ietur ainra 51 ASP NET Windows 2007 10 AOP NE EE 10 ASSOCIATE HE 24 Authenticated User 17 NS IA 55 Available Porte 44 Avaya s Compact Contact Center 2 3 B ele E 49 Backup CCC les 51 Backup Database AA 49 Backup Device 49 Backup Your Database AA 49 Baud ENSUFe ata 29 37 Baldi ite ieri 29 37 41 Baud Rate 25 29 32 37 38 39 40 EI UE A EE 9 Ee EE 40 42 Bleeper Volume Control i 42 Blocks Cl MH HN 91 36 BIOCKS rca ala 31 36 Blue PUMPKIN carita rr eth aia os 1 14 Board RS485 EE 28 Board EEN 28 Browse button 12 14 48 52 54 Business Objects in 47 51 cC C Explore iesene n iniaa ia 51 moved en Y NE DF A FEN 52 FEED a FARF a REN DU 14 17 51 52 Calendars add 14 Cai a 24 Call Center View A A EE 57 EE 3 Call Center View1 2 3 4 6 7 17 19 24 45 46 57 Call Center View Alarm Heporter 1 Call Center View Implementatons 23 Calli Centre su guy Y Fa cede YU YY Yda 51 Call Centre View 51 Call FlOW EE 24 Gal TONAS sire E alia 24 Galls Waltirigi carat tien ied 24 Cancel button cies ties
9. CCC Installation MSDE Upgrade Recent viruses have led to Microsoft releasing a new service pack for MSDE service pack 3 If you have not already applied this service pack to your system now is the ideal time to do this Even if you have applied the service pack you are advised to follow these steps to re apply the service pack as the install from the CCCv5 application CD will also enable you to set a password for the database login to offer you further security for your data 1 2 3 4 Close down all of the CCC applications that are running on your Server Insert the CCCv5 Installation CD into your CD ROM drive From the Windows taskbar click Start select Run and then click on the Browse button View the CD drive and double click the MSDE folder Select MSDEInstSP3 exe and click on the Open button Click the OK button to continue Select the reguired language for the installation and then click on the OK button The following screen will appear to enable you to setup a password for the database It is recommended that you set this password to NMYSBH Enter password for the sa login Confirm Password e Cinesi When you have entered the password click on the OK button The installation of the service pack will continue Once the setup is complete reboot the PC when requested Once Windows has restarted log back on and if any of the CCC applications restart make sure that you close them down again before
10. Save as to save a copy of the configuration onto the PC from which you are programming Page 22 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 IP Office Requirements Naming Directory Numbers Since the Telephone System programming is reflected within the CCC Manager applications it is important to name the directory numbers i e Agents Groups Trunks DDIs etc before connecting the CCC It is also highly recommended that the directory names be unique to aid identification of specific directory number within the Standard Reports Where directory numbers of a specific type are unnamed or where more than one directory number as a specific type has the same name the Standard Reports will group data for those directory numbers as a single entity e g all unnamed agents will be grouped together as a single agent called No Name and all DDIs named Company DDI will be grouped together as a single DDI called Company DDI etc If the directory numbers have not been named then the terminology for the directory numbers implemented in the Contact Center Manager applications is e Agent ACD Agent XXXX XXXX e Group Agt Group XXXX XXXX e Trunk Grp Trunk GP XXXX XXXX Where XXXX is the directory number Note An AGENT is defined as a person who makes or receives calls and has logged on to the system e g has a forced log on status on the switch and has logged on t
11. 128 Mbytes of RAM Please refer to the recommended requirements of the Operating System on the Client PC Monitor 15 or optional 17 SVGA supporting 800x600 Network Interface Card Keyboard Floppy Disk Drive A 3 5 1 44 Mb high density optional CD ROM Drive Software Requirements for CCC Client s A CCC Client PC needs to have one of the following operating systems installed e Microsoft Windows 2000 Pro with service pack 4 e Microsoft Windows XP Pro with service pack 1 MS Internet Explorer 5 5 and any windows critical updates need to have been installed before any CCC software is loaded Client Software Modifications The CCC Client or Agent machines need to have the following modifications 1 Install the appropriate CCC Licences 2 Ensure that the Time Zone is set e g for USA set it to English United States Make sure that the time is set to local time Client PCs Installation For Client configurations Supervisor positions follow the procedures detailed for the Server installation Refer to the introduction for details of the appropriate applications to install Note Once the CCC applications have been installed the Access Permissions need to be amended Agent PCs Installation Agent PCs can optionally have the PC Wallboard application installed Follow the installation instructions detailed within the Server PC Installation section making sure that only the PC Wallboard application is selected Once install
12. Click on Apply and then OK 5 Right mouse click on System and select properties In the Log size section select Overwrite events as needed Click on Apply and then OK 6 Close all open windows For Windows 2003 In Classic View 1 Click Start highlight Programs and then Administrative Tools Click on Event Viewer In the left hand pane right click on System and select Properties Check Overwrite Events as needed 4 Inthe left hand pane right click on Security and select Properties Check Overwrite Events as needed 5 Inthe left hand pane right click on Application and select Properties Check Overwrite Events as needed 6 Click OK and exit the Event Viewer Installation Page 11 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Install Database Application Database Selection For CCC systems above 25 agents Microsoft SQL 2000 is recommended MSDE 2000 can also be used for CCC systems above 25 agents However you may experience performarnce degradation if your Call traffic is particularly high If you are expecting high call traffic Avaya recommends you use Microsoft SQL 2000 For systems which use MMM SQL 2000 is a mandatory requirement MSDE 2000 or above Installation When using MSDE 2000 or above there is a maximum storage capacity of 2Gb It is recommended that when more than 5 concurrent Report Viewer connections are required that SQL 2000 or above should be used as
13. Connection DetailS ono 35 CONNECHIONS nn nnnnnnnnnnos 36 Consisting 1O tri GOlOlfu ie Anad ieee eens 25 185X89 LED en a NYD dU GUY NEN 32 CONSISTING DEE 25 32 Contact Come tics iii eiie rani ege AEN 1 Contact Center Environment 23 Contact Center Manager 23 Contact Center Profile 1 Containing A N e D e dh MA Ru 51 DBO WE 40 Containing HA ALI A II Y HN 40 51 L ell 55 Continuous Pulsed Single Tone Sounders 35 Control KS Eeer eher 12 Col iii lada CADR 12 Control Panel 10 14 Copy DBUplift3 exe file i 51 Operator idad a nd 51 E ee dt dee 22 USersu un tees ee dia no 51 LEE ee EE Ee e 22 51 Creating LOGOM TEE 18 Creating MEET 18 OAMI eet 14 CRM Host Change site uu tial Fd YN ia 14 CGRAMiHoS Carina nil RF dT Sa 14 CRM Host Name 13 ORM Server ane ic diac Wd sw Defn 14 GRAM Tab iii EE Gy don 14 Crystal en id urine Gin eat anaes 47 51 Crystal Reports COSIQNING A 7 Crystal Repos i 7 A aaa Y y E 1 Custom Reports annern nnnne nna 47 51 Page 61 40DH0002USBG Issue 5c 29 September 2005 Customer Facing Department 1 D RK GE 39 E A0 REN 25 32 BD gui ai ieee eee eee eet 49 Daisy Datt saran glia i 42 Data asa iano ear a 55 DAFA BITSEG a rele 37 Database Expandi Lia ai 49 Select ui A i aaa 49 Upgrade See 2 BEE EE EE 1 2 24 47 49 Database Ma
14. DAD 44 Repair HEET 47 REDAT irea eege 47 Report CHO size ssecasncaazsatuadictasnevatestedsieteetiaductesecdas 6 7 Report Designer 2 Report Manager 1 24 Report Scheduler iei 51 52 Report SDK A Ee 14 Report SDK ura 7 14 Report Server Ml riada 14 Report Gerver i 4 6 7 14 Report Viewer ii 12 REPORT FFR EFA iaia 47 51 Reporter application 18 Raporna EE 3 Reports Database i 52 Requiers IP400 CTI Pro RFA coooococcccconoccncconononccnnnnos 22 FROQUINGG EE 13 Requires CCC Svr BEA 22 Resetting Wallboard LI HIN 43 IR le Te DEE 43 44 E GEES 14 Ebene de e E E 22 RJ45 ONG DEE 42 HN HN teeta ned 34 incorporatin EE ER 32 RIAD iaia 28 30 32 34 36 38 40 41 42 RAS PUG REENEN 38 RJ45 Receive Transmit n 41 42 RJ45 Socketi licia a a 36 RJ45 Terminal BOX i 33 mic i a HT FUR FN FYFYR 1 22 RS2932 aia 40 41 RS232 CONNECCION i 28 Page 66 40DH0002USBG Issue 5c 29 September 2005 RS485 ele lte DEE 28 COST OY ET 38 RS4 EE 25 28 30 32 34 38 39 RS485 Communication Gvstems eee 38 RS485 Connection 28 RS485 Line Driver 38 RS485 Serial Connection cccccccccccccnononnnononinonanons 34 Run Call Center View 57 EE Eege A y 22 EEN iii dia add HRN 57 CCV Alarm Reporter application 45 Windows 2000 2002 4 RUN ai a 4 12 22 45 48 52 54 57
15. GIO AIG EE 31 36 Client USC Mn LY Eau 7 Client TN Y 2 3 4 7 18 19 Client Connectivity eene eeer ereere erne 55 Client Hardware Specifications 19 Client PGi sii tae Steet ee eee 6 7 17 54 Client PGS sciatic ete dee 7 13 45 Eent PO eeneg 6 17 57 Client PCs installation 19 Client Pre requisites iii 7 Client Software Modifications 19 Client Upgrade eneu n ern nns nnion 54 Close button imita 44 Close Call Center View 57 Close Delta Geer 14 Cold Start Inrush Current n 25 32 COEN ia 31 36 Eege EE de dla bo a 41 Comm Ports Change O 44 Comm PORS eege ads 44 COMMS tirante lea 14 46 Comms Failure iiu ieu dd 46 COMMS Hesiored iiu 14 46 COMMS Status uu 14 46 Communications Card 43 Communications Port e WEEN 43 Installation Compact Contact Center V5 Communications Port 43 Communications Type i 41 Compact Call Center 22 Compact Contact Center ShOWS uni Gu aa 4 Compact Contact Center 1 4 7 Compact Contact Center Manager e EE 4 6 Compact Contact Center Manager 4 6 Company DD lUi dis iaia 23 Compatible External Devices 35 Componments Bee le EE 14 GOMPOMMEONS siriaca liane 14 Computer Name 55 Configuration i 22 28 Connect CN EE 38 A dicano ala 30 GGG reali lei aaa ia 23 EE 55 COMO usina ir dada alas 23 30 38 55
16. PC Wallboard 1 2 4 6 7 17 44 51 54 PC Wallboard application in 19 PC Wallboard Quick Reference Guide 0s n100s014 2 SEN Eeer EE 22 DC EE 24 POS ele io 3 Ee ere y idas 47 Permissions ehant nenu fo st 17 Pin end do Nod Pe Ydd od FO 36 Pin Mim DIN 35 Point COCA EE EE 43 Progra M EE 43 46 OD eebe be 43 46 Polycarbonate ii 32 POPUP EE 51 Power Gupphy i 32 Pre installation nL ui nLuLunneon 9 Prepares SQL Server Installation Wizard 55 TEE eege sch ec eet ee no 55 NC EE 47 Processor License iuuieunnsnnun 55 Program Files Avaya IP Office 17 Program Files Avaya IP Office CCC 14 52 Program Files Avaya IP400 CCC 52 Program Files Avaya IP400 CCC CallCentre View 51 Program Files Avaya IP400 CCC WBServer 51 Programming Page 65 40DH0002USBG Issue 5c 29 September 2005 IP Office System 21 Programning EE 21 Programs Oe 43 46 Programs uta 11 17 43 46 49 Properties Select A Ee 13 Properttes i 11 13 17 23 Properties button 44 Provides realtime Latta 1 Siet 1 PSU EE EE A0 R Read WO estaa cia 17 Realtime AOAO lE iia 1 RE ln EE 1 Pied geegent geheegt eege eg 31 36 Bed RRC 38 Ree Miura axes iyn YG rn Tu a donee 44 Regional OptiONS sora lcd add nno 9 Remove VE Uli te BE 44 REMOVE vecinita aia 44 49 Remove DUON errierta uena di lech nA
17. RA te Mia coil 30 38 S Gt eid ee au duu yl 9 19 43 44 TEE 12 14 Save U 22 ENER HN tio 22 SCIOWS it ua et dn dy deele eet gen 33 SDXATCRIVE un reni 14 49 SOXWD En EE 51 SOCUMIY iniciador 11 17 Security T b uu Geri Gu bydd yd Rd ari 17 Select Communications Port 43 Database ein TY o 49 PIOPENIOS scia 13 SQL Server System ccccccecceeeeeeeseteeeeeseeeeeees 55 WeallbO aid DEE 44 Selection eo i 13 43 44 49 55 Select Application Server i 10 Select Components ii 55 Select Components MENU i 14 Select EE 22 Select Internet Information Gervlces 10 Select license E adds 22 Select Manage i 11 Select MSDEInstSP 6exe n 12 Select MSDEInstSP3 6xe n 48 Select Getup exe rrr 52 54 Select SQL Server 2000 Components 55 Select System 22 Gell a hunu aN ee 44 Self Test OFF button 44 Serial Connechon uii 28 34 Serial Number Feature Key A 21 Serial Number 21 Sena POM GE 41 Server Cometa aiii 55 Entera lla 23 Server 2 3 7 13 14 18 23 45 48 52 55 Server COMPORNENt i 55 Server Hardware Requirements occoccccinoccccnccccancc nn 9 Server Liconsa a a 21 Server PC CCC CGomponents cocccccocccococcnonnccncnncnononananancnnncnnn 13 Server PC 3 4 6 7 9 13 14 22 46 54 57 Server PC Installation n 14 19 Installation Compact Contact Center V5
18. RJ45 connector that plugs into the RJ45 Receive Transmit socket on the display To correctly identify pin 1 on the RJ45 plug hold it as shown below with the gold pins facing you Pins are numbered from top to bottom To PC Com Port 1 To Wallboard RJ45 Rx Tx Port Installation Page 41 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Daisy Chain When connecting more than one display in a daisy chain simply use a 1 1 cable terminated on RJ45 connectors Plug one end of the RJ45 connector into the Transmit Only RJ45 port on the first display and plug the other end of the RJ45 connector into the RJ45 Receive Transmit port on the next display Repeat this configuration for other displays in the daisy chain The diagram below shows the cabling configuration of the 1 1 RJ45 cable To identify pin 1 on the RJ45 plug hold it as shown below with the gold pins facing you 1 Display 2nd Display 3rd Display 4th Display Power Supply Input TX Transmit Only RJ45 Port RX Receive RJ45 Port PC running Wallboard Server Wallboard ID and Bleeper Volume Control Each TCD226C display can be individually addressed At default the display is set to Address ID 1 The addressing DIP switches are located at the back of the display To access the DIP switched remove the two securing screws from the end cap and slide out the back cover The ID Addresses range from 1 to 32 The ID addresses are shown be
19. and any report schedule information need to be backed up The Call Centre view profiles wallboard files and custom reports will not be overwritten and are backed up as a precaution the report schedule information will be overwritten and will need to re entered when the system has been upgraded Note Custom Reports that have been created in previous versions of CCC can not be migrated into CCCv5 All those reports will need to be re created within Crystal reports and published within Reporter Previous versions of CCC used Business Objects to create the custom reports Custom reports are backed up so that they can be referred back to if needed in the future 1 Explore to C Program Files Avaya IP400 CCC CallCentreView and copy the Operator directory to your backup directory that you created earlier This directory contains the user profiles used for Call Centre View 2 Explore to C Program Files Avaya lP400 CCC WBServer and copy the following files e Aggregatevars mdb e Devices mdb e Wallbrd mdb e Sdxwbiini If you are using PC Wallboards then also copy the Users directory in the WBServer directory Copy all of these files to your backup directory 3 If you have created any custom reports then copy these to your backup directory A new set of standard reports will be installed with CCCv5 so you do not need to back these up 4 If there were any reports scheduled to print via the Report Scheduler then restart the Report Scheduler and ma
20. at the Welcome screen instead of Modify Note If a CCCv4 database is being moved to a new CCCv5 installation ensure that a repair is run on the database after it has been moved so that the database is updated CCCv3 to CCCv5 The upgrade from a CCCv3 Server PC to a CCCv5 Server PC is done in five stages These stages are as follows 1 MSDE must have the latest service pack installed SP3 to protect your system from recent viruses that have targeted SQL based servers The Database containing the historic data needs to be backed up CCV user profiles wallboard files custom reports and any report schedule information need to be backed up 4 The database structure needs upgrading to make it compatible with CCCv4 5 The new applications need to be installed The total time taken to upgrade will be dependant on the current size of the database and the amount of client PC s that need upgrading As a rough guide 2 3 hours should be sufficient time to complete all upgrade activities Note Custom Reports that have been created in previous versions of CCC can not be migrated into CCCv5 All those reports will need to be re created within Crystal reports and published within Reporter Previous versions of CCC used Business Objects to create the custom reports Custom reports are backed up so that they can be referred back to if needed in the future Installation Page 47 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005
21. backing up your database Page 48 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Upgrade Procedure Backup Your Database Before proceeding backup your existing database This is a precautionary measure that should be taken just in case something goes wrong during the upgrade and you need to revert to the existing database 1 You will need to create a new directory on your hard drive to backup your files to In the example shown here we have created a directory on the D Drive called Backup Note The database can be up to 2 gigabytes in size so make sure that you create your backup directory on a drive that has enough storage space 2 From the Windows taskbar click Start select Programs CCC Database Server Supervisor Remember that the password is the one that you set during the installation of MSDE service pack 3 Click on OK to continue 3 Expand the Databases and Management trees and then right click on Backup and select New Backup Device This is so that we can create a backup device to store our existing database on 4 Give the backup device a name and set a location and filename for the backup and click on OK Right click on SDXArchiver in the databases tree and select Backup Database Installation Page 49 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation 6 The following screen will appear If there is anything listed in the Destination box select
22. be required To install IIS and ASP NET on a Windows 2003 operating system 1 Click Start highlight Settings and then click Control Panel Double click the Add Remove Programs icon Click the Add Remove Windows Components button Select Application Server Click the Details button Make sure that ASP NET is selected Make sure that Internet Information Services IIS is ticked and highlighted Click the Details button 9 Ensure that World Wide Web Server is selected and click OK 10 Click the Details button 11 Ensure that World Wide Web Server is checked 12 Click OK to return to the Internet Information Services IIS screen oN Oar bo ND 13 Click OK to return to the Application Server Screen 14 Click Ok to return to the Windows Components screen 15 Click Next to being the installation Note The original Operating System media CD may be required Page 10 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Installation Of CCC Components Event Log Settings The Event Log settings are altered through the Windows Event Viewer For Windows 2000 1 Right mouse click on the My Computers Icon Select Manage Expand the Event Viewer folder Right mouse click on Application and select properties In the Log size section select Overwrite events as needed Click on Apply and then OK 4 Right mouse click on Security and select properties In the Log size section select Overwrite events as needed
23. clearly impact the real time Call Center View and the Wallboard Manager software The Delta Server additionally holds a model of the IP Office such that each time a new CCC module is started it will synchronise itself with today s data thus ensuring consistency between clients irrespective of when they were started Launching Delta Server Ensure the Delta Server has established connection with the telephone system Every time the Server PC is switched on the Delta Server starts up automatically as a service If the Delta Service has not started then you will not be able to view the web page To view the Delta Server performing the following e Click the Start button on the Windows Taskbar e Point to Programs CCC Delta Server e Click on Delta Server e Click on Comms in the Toolbar Pane to view the connection information The information on the screen is Comms Status This indicates the status of the link between the Delta Server and the telephone system These are e Init Comms Indicates Delta Server is initializing and has established communication with the telephone system this happens every time you start the Delta Server e Comms Restored Indicates that the connection between the Delta Server and the telephone system is established e Comms Failure Indicates that the communications link between the Delta Server and the telephone system has been terminated Toolbar Fields The Event Viewer Event Viewer Selector
24. click the same Icon on the desktop and then double click on the toolbar Icon which should now be visible 2 ACCC User Access screen will be shown For Administrator rights the User Name must be Admin A password box will appear Enter the default password NMYSBH and the Update button will become active Click on it to update the user identification O CCC User Access User Identification User Name Admin Password XXXXXX Llpdate New Password About Eat 3 The new password must be recorded and kept in a secure place To change the password click on the New Password button enter your new password and confirm the change 4 When you have logged on as either Administrator or Supervisor the status will appear at the bottom of the CCV task bar as follows Call Center View File Profile System Admin View SetUp Help S s ri gt elaj af fol i Installation Page 45 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Delta Server Delta Server Introduction The Delta Server receives the IP Office call data via the LAN The Delta Server is a component to which all the CCC modules connect It is able to support up to 80 simultaneous client connections and consists of software that ensures every activity on the telephone system is passed through to these modules An example of an activity could be that an agent has logged on which would
25. documentation supplied with the Wallboard Additional information on this wallboard is available via http Awww advatel com The display wallboard has the following features e Allows the connection of input and output cables with RJ45 connectors e Contains a DB9 pin connector for serial connection to the PC Com port e The distance between Wallboard displays can be up to 500 meters e A manually switchable AdvaTel 240 110 VAC power supply is supplied with each wallboard The power supply is eguipped with an internationally acceptable IDC connector e The wallboard is equipped with a bleeper volume control Page 40 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Hardware Connections The following diagram below shows the connections to the TCD266C Wallboard End View of Wallboard Power Supply Input Transmit Only RJ45 Port Receive RJ45 Port EE td bd O J Hot Used Communications Type e 9600 Baud 8 data bits e Two stop bits no parity e RS232 from PC e Current loop to 2nd and all daisy chained signs The data input to the TCD Wallboards can be connected to either the RJ45 or DB9 pin Transmit Receive ports PC Communications Serial Port There are two cable options that can be used when connecting the serial COM port of the PC to the input of the first display 1 DB9 pin female connector that plugs into the COM port on the computer with a
26. has been installed e The Database Server Supervisor requires MSDE SQL Page 8 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Installation Of CCC Components Server Pre requsites Server Hardware Requirements Each Server PC must meet the minimum requirements as follows e Pentium 4 2 8GHz or higher with a 7 200rpm Min 10GByte hard disk e 512 Mbytes of RAM Monitor 15 or optional 17 SVGA supporting 800x600 Network Interface Card Keyboard Win 2000 2003 Compatible Floppy Disk Drive A 3 5 1 44 Mb high density CD ROM Drive Backup Device Minimum 30GB Digital Drive optional Software Requirements for CCC Server s The CCC Server needs one of the following operating systems installed e Microsoft Windows 2000 Server SP3 or above e Microsoft Windows 2003 Server Make sure that the operating system has had all the Windows critical updates installed and that the following programs have been installed e Internet Explorer 5 5 SP1 or above If this has come pre loaded please check that the version is 5 5 or above Before loading the CCC software the pre installation reguirements need to be completed These are listed below and detailed on the following pages e Modify the operating system e Install Internet Information Services IIS If this has been pre loaded please check that the version is 1 1 or above Note It is vital that IIS is installed prior to NET If these are installed
27. in the wrong order remove NET Add Remove programs and then re install e Install ASP NET if using a Windows 2003 Server e Amend the Event Log settings e Install the database e MS Outlook needs to be installed if the Delta Server email error notification is going to be used Windows 2000 3 Modifications On a machine with Windows 2000 3 already installed you must perform all of the following 1 The network protocol must have TCP IP enabled 2 Ensure that the Regional Options are set e g for USA set it to English United States and that the Time is set to local time 3 Make sure that the screen display properties have been set to the following e Desktop area is set to 800 by 600 pixels e Color palette is set to True Color 32 Bit Caution It is recommended that the CCC Server is not used as a Domain Controller If it is it could cause server application errors Installation Page 9 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation IIS Installation To install IIS on a Windows 2000 operating system 1 Click Start highlight Settings and then click Control Panel Double click the Add Remove Programs icon Click the Add Remove Windows Components button Select Internet Information Services IIS Click the Details button Ensure that World Wide Web Server is selected and click OK Click Next to begin the installation oe ot oh Note The original Operating System media CD may
28. rates can be done by following the sections below but changing the dip switch settings as per the diagram below Front of display y eee af Ke a 1 2 Rear of display 1 RS232 Connection 2 RS485 Connection 3 Dip Switches To set the network number requires access to the Wallboard 10 logic board as explained above To address individual displays in a network a network number can be set on the dip switch on the logic board Network 0 is a general address and will accept all data from the host system The network number is set using switches 1 2 3 and 4 Page 28 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Dip switch Number OFF position represents 0 ON position represents 1 Address SW1 SW2 SW3 SW4 0 0 0 0 0 1 1 0 0 0 2 0 1 0 0 3 1 1 0 0 4 0 0 1 0 5 1 0 1 0 6 0 1 1 0 7 1 1 1 0 8 0 0 0 1 9 1 0 0 1 10 0 1 0 1 11 1 1 0 1 12 0 0 1 1 13 1 0 1 1 14 0 1 1 1 15 1 1 1 1 Baud Rate The Baud Rate can be changed to 1200 2400 9600 or 19200 using the dip switch The Baud Rate is set using switches 5 and 6 Ensure the Baud rate is set to 9600 Installation Page 29 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Test Functions Test functions are provided to assist installation engineers These are selected on the dip switche
29. the database engine and not MSDE 1 Insert the CCC Installation CD into the drive 2 From the Windows taskbar click Start select Run and then click on the Browse button 3 View the CD drive and double click the MSDE folder Select MSDEInstSP exe and double click to start the installation 4 Select the required language for the installation and click OK to continue 5 Enter and confirm your password for the sa database The password for this is NMYSBH Do not check Windows Authentication 6 Click the OK button The installation could take up to 20 minutes 7 Once the setup is complete reboot the PC when requested Microsoft SQL 2000 or above Server Installation SQL 2000 or above must be used instead of MSDE 2000 or above on systems over 25 agents and on systems utilizing MMM The software is not supplied as part of CCC so it will have to be purchased separately Follow the installation instructions provided with the software The software includes Enterprise Manager tools that can be used to control the MSDE database If MSDE 2000 or above is installed you are able to upgrade to SQL 2000 at a later date Page 12 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Installation Of CCC Components Installation of CCC Components When all the installation pre requisites have been performed commence CCC Application installation on the Server then the Client PCs and finally the optional PC w
30. 1021 xD 129 x H 196 mm Spectrum Wallboards can be daisy chained this will required the use of the Spectrum Remote Controller to enable serial addressing For this and the Wallboard specifications safety statements wall mounting instructions etc refer to the documentation supplied with the Wallboard Baud Rate For installation guidance please refer to the documentation supplied with the Wallboard In some instances the Spectrum 4120C has been renamed as the 3314C Additional information on this wallboard is available via http www specorp com Caution Connection must only be made via the Wallboard s RS485 socket Installation Page 39 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Advatel TCD226C Wallboard Introduction AdvaTel TCD226C The AdvaTel TCD226C is a one line 26 character tri colour wallboard It is connected via a multi drop circuit to the host PC running the Wallboard Server application Specifications Voltage 24011 10V manually switchable on separate PSU zm Baud Rate 9600 only Mean pae Dimensions L 1207 x D 60 x H 125 mm AdvaTel Wallboards can be daisy chained Refer to the documentation supplied with the wallboard for details Caution Connection to the PC must only be made via the Wallboard s DB9 socket The following is a brief outline of the installation of the AdvaTel TCD226 Wallboard For more detailed installation guidance please refer to the
31. 42 Wallboard 10 28 lee 28 42 Access PermMISSIONSs ii 17 Addiction iaia 17 23 49 55 ele He Dt e DEE 44 Add Remove i 9 Add Remove Programs con 10 Add Remove Windows Components button 10 Additional Equipment c ceeeseeeeeesneeeeeenteeeeeeeaaes 34 Address ID BE gees ise nation be AED RF 42 ele TER TEE 42 Addressing EI 42 Addressing iii 42 Admins scie ce i i 45 Admin Password LLY LL Ynn nn nnnnon 45 Administrative Tools Oe HE 14 Administrative TOO S 11 14 17 Administrator 2 45 57 le ME RRE 43 AdvaTel TCD226 Wallboard 40 AdvaTel TOD226C iu ureuuninnnuu 40 AdvaTel Wallboarcde AA 40 AGEN H EE 3 19 23 Agent ACD Agent 23 Agent De 2 7 13 19 Agent PCs Installation i 19 Agent Statistics A 24 Agent Status Information iii 24 Agent Agent Group eer iureiunnnnnuo 24 Le EC 24 Agents Groupe nin aii 23 Aggregatevars Mab ii 51 Agresti ei 14 Alarm Reporter enn nnuLuun 1 2 17 Alarm Settings iii 45 Alarm WB Destination nn 45 All RUSS ieee azien 34 Allows UR 26 n SEE RYN RON eed RAW ida 34 POWS iie rieu egr medr gnu 17 26 34 Alpha Tag EE 43 44 Alternating ON OFF BloCkS i oriali 30 Alternatinid BEE 30 e e 31 36 43 ANE 24 ADEM cio E ynddyn Seel rb rU 24
32. AVAYA Compact Contact Center V5 Installation 40DH0002USBG Issue 5c 29 September 2005 Table Of Contents d dee GUI TIO EE 1 General EE 1 Use fthis MEU EE 2 About ua EE 2 OVEIVIEW OF E E E E A E NF EF FF RF I FEHEFIN YN FE NI 3 Twenty Five Agent Systems and E EE 4 Systems above Twenty Five Agents 000 ia 6 Installation Of CCC Components rrrrceciie ee eee eee 7 Inroducion rele eee YNN FEN 7 standalone Server amp Agent e 7 server Ee Du 8 SEINWeT Pre redUISil6S E 9 Server Hardware e TE En 9 Software Requirements for CCC Gerverts AEN 9 Windows 2000 3 MOGITICATIONS EE 9 MS Stal ATION EE 10 Event Log EE ne EE 11 Install Database Application EE 12 Installation of CCC Components E 13 SOLVER PC ET LGE 14 Accass Permissions eege acer 17 Logon Requirements ricaricare iaia 18 Client Pre requsites oo Rasa deal iaia 19 Client e Ee Ee tele TE 19 Software Requirements for CCC Client S ii 19 Client Software Mee eenegen anes de EE tage 19 GlentPES Installation EE 19 Agent PES Installation EE 19 IP en E Hun E EA Overview EE as EA AA HL I I A ao RT HN ea 21 Entering License IR y o oe sau uc A O RC ade Cd GAA Oen oct tte op Seas hae CNW DD AUU OD 22 Naming Directory Numbers du NW ita 23 VE ee E aos 23 Group ais eio n o oa I RH ani tae 23 IP Office in the Contact Center Environment isso yW Tab dn DIY Y Y GREF 23 Call Center View and Wallboard Manager 24 Il
33. Available on D 4293992 K InstallShield lt Back Cancel 8 Choose the appropriate applications for your Server Client configuration check un check as required Use the scroll bar to view the Report SDK CCV Alarm Reporter Workforce Management Blue Pumpkin and MultiMedia Module Interaction Manager applications For installation of the MultiMedia Module refer to the separate installation manual 9 Click Next to continue The installation of the requested setup will start Page 14 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Installation Of CCC Components 10 If you have chosen to install the Report Server you will be asked You are about to configure an Archiver to 2000MB do you wish to continue Click Yes 11 Installation will start A message will appear showing that the database devices are being created 12 The CCC Reporting Admin Console menu is displayed The application window contains a number of tabs that enable various configuration settings to be specified for the report server windows service and web application to run correctly The CRM and Email tabs only need to be completed if applicable The information required for each tab is described below Caution Do not click the Update button until you have checked the data in all five tabs PBX tab Enter the IP Address of the IP Office that contains the licence information Database tab Allows the name of the machine contai
34. CCv5 applications start Paes Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Upgrade Procedure Upgrade to SQL 2000 Procedure The following steps will upgrade an installation of MSDE 2000 to SQL Server 2000 1 Insert the SQL Server 2000 disk into your CD ROM drive If the compact disk does not auto run double click Autorun exe in the root directory of the compact disk 2 Select SQL Server 2000 Components select Install Database Server and then at the Welcome screen click Next 3 In the Computer Name screen Local Computer is the default option and the local computer name appears in the edit box Click Next 4 In the Installation Selection screen click Upgrade remove or add components to an existing instance of SQL Server and then click Next Enter the 25 digit CD Key and click Next to continue In the Instance Name box default will be selected click Next When upgrading the existing installation of MSDE 2000 automatically becomes the default instance of the SQL Server 2000 7 Atthe existing Installation screen click Upgrade your existing installation and then click Next At the Upgrade screen you are prompted as to whether you want to proceed with the requested upgrade Click Yes upgrade my SQL Server Tools and Data and then click Next 9 At the Connect to Server screen select the SQL Server System administrator login information SQL Server authentication Ensure the Ente
35. Call Center View e PC Wallboard e Wallboard Server Note If Wallboard Server is installed Wallboard Client should not be installed e Reporter e Report Server and Client e CCV Alarm Reporter e Voice Processing Administration if Voice Mail Pro is present The following diagram shows the Compact Contact Center connectivity for systems of 25 agents and below without Voicemail Pro Physical Wallboard Calls Waiting IP Office RS485 CCC Server Client The following diagram shows the Compact Contact Center connectivity for systems of 25 agents and below with Voicemail Pro Physical Wallboard Calls Waiting IP Office VoiceMail Pro Server PC L sn lt lan aa CCC Server Client Manager Software Page 4 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Introduction The following diagram shows the Compact Contact Center connectivity for systems of 25 agents and below with Voicemail Pro and CCC on the same server Physical Wallboard Calls Waiting IP Office red CCC Server Client Software VoiceMail Pro Server The following thresholds are applied to the CCC and Voicemail Pro on the same server e Maximum number of Agents 25 e Maximum number of Voicemail Pro Ports 8 e Maximum call traffic 1000 calls per 8 hour working day Installation Page 5 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Insta
36. Chieri ee 14 GGGiusers emall zissr li ei 14 CCC Wallboard Installaton 43 CCCv3 CO GV 5 un nL HN NI E EOL Y FY 47 CO GV nu Oi GG E GYN ts eee AT CCCv4 AN HR RD AT E aui eud i oad Salata DM i ehe AT CCCv4 CD CONTAINING citada cate 51 61 07 ENZ O E RE 51 CCCv5 CGGV EE 47 CG GVA EE 47 td Leit DEE 51 CO GV EE 47 51 52 54 CCCv5 application CD 48 CCCv5 application CD ROM e WEE 54 CCCv5 application CD ROM 54 CCCv5 REPONS iio iriiarniinnan aeara niini kenid aniano 52 CCV CUMMING WE 57 Installation Compact Contact Center V5 Index EEN geeiert ee ide 1 45 47 54 57 CCV Alarm Reporter 4 6 7 14 19 45 52 CCV Alarm Reporter application CUD Laine ele NY FUN 45 CCV Alarm Reporter application 45 CD AATE TN ra 12 14 52 54 A REENEN 10 12 14 52 54 OD DI TE a bid 14 A ie ladina GR se Huna 55 CD ROM cu Ud du de Gu ddd de Sun bd 51 55 Ceiling MOUGNO EE 34 GOA EE 34 EU e 1 GED oa ar mm A E gt EE 1 CFD s Manage 1 E ORK 1 Change COM POMS EE 44 E KEE EN 14 Network Number 44 GANGS EE 14 44 Change Network Number button 44 Change Port button 44 Check Status delia 22 Wallboade cccccccccececseeeeeeeeeeeeeeeeeeeeeeseeeeeees 44 eln io WL 22 44 Check Wallboard Operation 44 Choose Licensing Mode dalog eseese 55 Classic O arna ore aa E RARE 11 Cleaning Display Gereen iii 31 36
37. DH0002USBG Issue 5c 29 September 2005 CCC Installation Call Center View and Wallboard Manager The Call Center View and Wallboard Manager products report on groups directly derived from the Database Agents and Trunks may be reported on in as many groups as they are members of within the database It is important however to understand how statistics for these groups are derived and it is important for the user of the system to understand these reporting structures These are defined below Call Totals and average durations for Groups are calculated by totaling the statistics for the members of group Should an agent or group be a member of multiple groups their call totals will appear in multiple groups Lost Calls are only attributed to the initial target agent group i e Initial ring group Lost calls are also attributed to Trunk Lines and Trunk Groups Agent Status Information for a group shows the number of agents or trunks within a given group which are in each state Agent Statistics for e Calls Waiting PCA GOS Longest Wait LWait Ans L Wait Lost Overflowed to From statistics are only incremented for calls which are directly presented to that agent group That is they only increment where the agent group is used for Call routing purposes Trunk Statistics for e Calls waiting and Lost are calculated by totaling the statistics for the members of the trunk group PCA and GOS are calculated for each trunk group after tot
38. DONE nie ca ole lee A ca ten sen Unit Y O Rici 24 CCC reporting associated with Voice Mail Pro i 24 a nee 24 Wallboard Installation amp Maintenance cccccsscsesseeeeeeeeeeeeeeeeseeeeeeeeeeeeeeseseeeeneeeeeeeeeeeeeeeeeeees 25 tee e TL EE 25 Ferrograph Wallboard Ocio cial los 25 Introduction Ferrograph Wallboard 10 sion rd ewtbenltona ets 25 Wall Mounting ME 26 Ceiling MOUNTING a EE 27 Serial Connection and Configuration 28 Dip A alia ola 29 Lu y6 RE 29 TEST FUNCIONA EE 30 System WI iaia 30 Posso aa UTI di nei ENEE 30 Periodic Maintenance amp Inspection ii 31 Ferragrapn Wallboard EE 32 Introduction Ferrograph Wallboard eiert een eni aw id 32 CCC Installation A NR LS 33 A ela E A lalla rela 33 Sl le een ar er ail ei 34 RS485 Serial Connection iiu RA iu FI OR OO CG OUYN Ra ia 34 Network e e e EE 34 Additional E pM EE 34 COMMECTON Details tad lalla 35 Compatible ENEE 35 Periodic Maintenance amp INSPSCHON ico ii 36 Serial Connection amp Dip Switch Settings i 36 RS485 Communication System EE 38 Spectrum 4120C Wallboard EE 39 Introduction Een E 39 Advat l TCD226C Wallboard EE 40 aire elle de Adva Tel TOD2200 adi A0 Hardware Connections alal cid 41 PC Communications UN PON dE 41 DVS YVAN GE 42 Wallboard ID and Bleeper Volume Control ce ite chee ccs ENEE Eege Eeer 42 COS Wallboard Installation EE 43 CCC Wallboard In
39. Email Notification Log to File SMDR Comms etc enable access to their display field menus For details on configuring and using the Delta Server menus refer to the separate CCC Administrator s Manual Page 46 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Upgrade Procedure Overview MultiMedia Module For the MultiMedia Module uninstall control Panel MMM and reinstall from CCCv4 disc The original database and records are preserved for use by the software upgrade As you proceed through the install procedure you will be asked for account names server details etc Obtain these from the configuration sheets that were compiled on the original installation refer to separate MMM Installation Manual CCCv4 to CCCv5 Please refer to the sections Hardware Requirements and Software Requirements to ensure that the existing system has necessary pre requsites before upgrading Two windows components IIS and NET are required by CCCv5 that need to be installed It is vital that IIS Internet Information Services is installed prior to NET If these are installed in the wrong order uninstall NET and then reinstall 1 Install Internet Information Services IIS If this has already been installed please check that the version is 1 1 or above Install ASP NET if using a Windows 2003 Server Perform the installation procedures as detailed in Installation of CCC Components but use the Repair option
40. G sac ce lina eae 23 Directory NUMbENS i 23 Display Board Assembly AA 32 Display Screen AR A ARWYDD Fd 31 36 Display SCreen iii 31 36 DOMAIN aa 17 Domain Administrator YY ei Finn 17 Domain Controller enn 9 Drill LE WR TN 34 bilie 34 Drives UU Bd E EE EE 32 DIVES bun Tu dt bd 32 E EBusiness SUPPOM iaia 1 EBUSINGSS stas caida 1 Plans dc delia 22 EM iia anice sentenza 13 14 18 Su TEE 1 Email Address er YYY YY LEL Y I FL FL Finn 13 Email Notification no 46 Emal TaD EN 14 Enables Compact Call Center 22 Enables E Mall EE 22 Enables PC WallboardS enn 22 End SEET 42 End E EE 42 English ml lia 9 19 Ensure Ee DEE 29 37 BIER NEEN 46 Enter sa PDaseword iu uuun 55 NG RENE 31 36 Ensure iii i i iin 29 31 36 37 46 55 Enter Ehe a 55 CCC Gener vicini 14 CCC user s email uii 14 Seele 14 License Keys ii 22 License Server IP Address 22 Network Number 43 Severa don 23 Server Port m umana lia 14 SQL Server Name ini 14 Enter ue ee 14 22 23 43 55 Enter sa Password E DEE andadas 55 Enter sa PDaseword Li 55 Enterprise Manager i nnLinnnnnnnuou 12 Event e DEE 11 Event Log Settings i 11 Event Viewer MEAN AE 11 Installation Compact Contact Center V5 Index EE 11 Event Viewer 11 46 Event Viewer Selector 46 Existi
41. Index Server Port Su 14 Server EE 14 Server TYPE dirt alieni 14 Server Olleria Lair 7 ee TE sega dille nl 14 Server GlentPOS ilari Lala See 2 Semice TAD EE 14 Services ICOM antiin na ena e e aiae aTa ia EA 14 Set A E ETE 9 9600 ili 29 37 Address TR EE 42 Re EE 9 Sel a Mu ee are e n 9 29 37 42 44 eT ua EE 10 Setup Complete MOFYN WN A ees 55 Setup Complete nein n esu Lund nnnon 55 EIDEL TH HN O ERWIN FR CFE DRY NAF 14 Shows Compact Contact Center 4 Compact Contact Center Manager 4 6 ele UCNE EE 4 6 SIQN AX EE 36 ey 6 nib EE 36 Signal Ground i 36 SMD Ra ueu ea ia ir ie ce i 46 SMTP Server I IN 14 SMTP Server Name Nu 13 Socket Views Ani Lao 35 ele TEE 2 Software Level 2 1 operating EE 2 Software Level 2 2 Software Reguirements GGGGlienti ui enw RY SEA 19 EE 9 Software Requirements renerne a 9 19 Software Version Sign Type 38 SPIRALE E 9 SE natalia sele 9 47 SPCCIUM es He eee eA ee 43 Spectrum 41 20 39 Spectrum Remote Controller Use AA Ad 39 Spectrum Remote Controller 39 Spectrum Wallboard ssssssnnneeenennnenrneeenn nennen 39 43 ap euyd Aaa 33 ele 47 SOL 2000 EE 12 SQL 2000 Procedure UA Re FR 55 SQL 2000 Procedure LL iun 55 Gr O Bs 14 55 57 SQL Server 2000 Insert E aia 55 MSDE 2000 a2 E at de EE 55 SQL Server 2000 55 SQL Server 2000 Compone
42. Installation 12 Microsoft Windows 2000 Pro 19 Microsoft Windows 2000 Server 9 Microsoft Windows 2003 Genera 9 Microsoft Windows XP Pro 19 Microsoft Net Framework 1 1 14 KIM tt tna e e 1 47 MMM Installation Manual 47 MO Gif ys occur alati 47 Mounting A oa diodi 34 MOUNTING eet nana dada 34 Moved Coreana hl ae aia 52 Moved EE 52 MS Exchange Germver ii 18 MS Internet Explorer P P 19 MS Outlook 9 Ee ON 14 Installation Compact Contact Center V5 Index MSDE CONUUOl EE 12 OTELO E 48 51 O Y YN FRYCH 7 12 47 48 49 51 MSDE 2000 IPS TAU WEE 14 SQL Server 2000 55 MSDE GO erte NG acco IT sd 12 14 55 MSDE 2000 Installation 12 MSDE Upgrade i es urn adagio ei enni 48 Multi Media Module 47 MultiMedia Module 1 14 47 My Computer BEER 14 My Computer 14 My Computers Jeun 11 13 N Naming Directory Number 23 PO ni A Bodd 14 Ne AUS DT 14 23 N T HEH 9 47 NET Framework 171 14 Network Addresemg i 34 37 Network Administrator rieu inii 57 Network Number Change ue Aa ias 44 EN EE 43 Network Number 38 43 44 Network Numbers 1 15 YY Li FFinnn 43 New Backup Device 49 New Password button 45 Next an Ent 10 14 52 54 55 Next button 43 52 54 NM SBH HY HN ian ee aad 12 14 45 48 le HR a RR a a Yn HY 14 52 N6 Name nu Yy tati heats 23 NOMINAL VO
43. LTAGESG i 32 Non Voice Mail Pro 24 Normal Operation 30 Normal RUNNING i 38 NC echte Se 43 O El EE 29 30 31 36 37 38 OFF Position Represents n 37 L lule Aedes A a adele Ydw Pad 2 OK aiid 10 11 12 14 17 23 49 51 52 54 OK Dutt Mei ee ee ie our lisa 12 48 52 54 ON EE 29 30 31 36 37 38 ON DUO ista tas 44 ON Position Represent eenen 37 ON OFF Blocks Alternating cover cd ais 30 ON OFF BIlOckKS datate tenida 30 ONY EE 35 Open Administrative Tools 14 OPO O TEN FRAN HY O HER PF FRAN tali 14 Open Duon e ilirske an eeens nna AE 48 52 54 Operating LEET 2 Software Level 2 2 Operating eebe ee 2 Installation Compact Contact Center V5 Operating System 10 Operator COPY EE 51 Operator ieu eu nue Y gw iden 51 QUEIOOK ICOM EE 23 QUtpUb eebe eil lario 36 Overflowed to From 24 Overview LEE 3 OVErvieWi n si ala dela ii EA eeh eegene 3 21 47 REN aiar 11 49 P Pack stud 33 MSDE eege ag aaa 48 51 Pack EE 33 48 51 wi ME id oia 47 Part GGG iaia iaia dalia 12 Parti ia iaia 12 BENENNEN Tdd 14 PC HANG TEE 55 IP elle 22 NAIM EE 14 PC 1 7 12 13 14 21 22 23 25 28 30 32 38 39 40 41 43 45 48 52 54 55 POCO Mitin ias Adi 40 PC Communications eenn ae eeen nnne nennen 41 PC RS485 MeterS rsuna dei ere DN Eet aa Y 30 MOTOS au etch et Bue ed dra al 38 PC RS485 ji ii NT io 30 38 PG TX SE 30 38
44. Power Lead IEC Connector The pins are numbered on the connector from 1 6 Port 1 will replicate the internal buzzer and should be used for buzzers Ports 2 and 3 are not used at this point Socket View 6 Pin Mini DIN The overall connection schematic looks like this 12 24 V fe 2 Pin 1 6 pin DIN Buzzer ve terminal Buzzer ve terminal ov Compatible External Devices All of the devices below are available from the Farnell Electronics Catalogue and have been tested by Ferrograph and are recommended as suitable for connection to the external interface Note This external interface has been designed for connection of DC Voltage devices ONLY e Continuous Pulsed Single Tone Sounders 12V amp 24V DC e Farnell Reference FEC 143 400 FEC 143 402 FEC 143 403 Installation Page 35 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Periodic Maintenance amp Inspection Cleaning Display Screen Time periods between cleaning depend upon local conditions and are at the discretion of the operator This routine cleaning can be carried out in the normal way using a damp and or dry cloth Note The screen is specially coated to reduce reflections and although this coating is very durable misuse or incorrect cleaning procedures can damage it LED Illumination Test Inspection The purpose of this test is to ensure no LED fails to illuminate and should be checked annually R
45. act Contact Center V5 Ceiling Mounting Wallboard Installation amp Maintenance From the mounting kit provided fix the ceiling hanging wires and adjust to the height required See the diagram below WARNING Ensure the ceiling can support the weight of the wallboard prior to fixing ee cae Drill a hole 6mm in diametre in the ceiling Insert brass rawl plug in the hole Screw the long threaded eye bolt into the plug Secure the bolt to the ceiling with the nut E Push the cable through the end of the small tube then through the eye of the bolt in the ceiling Feed the cable back through the small tube and tighten the two screws The cable is now secured Trim off any excess wire Slide in the 2 ends of the hanging wires into the top groove of the display housing through the pre drilled center hole Center the display on the hanging wires See the diagram below Installation Compact Contact Center V5 Page 27 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Serial Connection and Configuration An RJ45 junction box is provided as standard alternatively if required an RJ45 coupler and 2 way adapter can be used The serial cable is normally connected to the logic board for RS485 operation check label on rear of display for specific configuration The serial communications lead from the PC is connected to the junction box as shown later in this manual Modifications to the network numbers and baud
46. aling answered calls plus lost for GOS for the members of the trunk group LWait Lost and LWait Ans reflect the longest wait of all those logged against any member of the trunk group Report Manager The CCC has two concepts for historic reporting that cater for different views a supervisor may require of their contact center One type of report referred to as Target reports provides analysis based on where the call was presented and relates closely to the manner in which the call routing has been configured The second type of report referred to as collective reports is based on arbitrary sets of agents and need not necessarily correspond to the manner in which switch call routing is programmed CCC reporting associated with Voice Mail Pro The following conditions apply to the initial answer lost segment of calls which were first presented to the Voice Mail Pro VM e g Voice Mail front ended systems 1 TrunK DDI Call remains unanswered until answered by a non Voice Mail Pro device or if terminated within 3rd party Voice Mail or encountered an Answered flag in Voice Mail Pro 2 3rd Party Voice Mail Answered if Voice Mail connects lost by Voice Mail if caller hangs up before Voice Mail can answer 3 Voice Mail Pro Calls will only be registered as answered when the Voice Mail Pro has successfully processed the call passed an Answered flag in Call Flow 4 Agent Agent Group Designation of answered and lost
47. allboard application on the Agents PCs Note Only install CCC Components on a Server PC that is operating either as a local machine or within a domain Do not spread the installation over both The following information is required during the installation process Note IP Office Address CCC Server Name The name of the machine that CCC is being installed on SMTP Server Name and Email Address Required if reports are being distributed by email CRM Host Name SQL Server Name The name of the machine that the database is installed on to find the name of a machine right mouse click on the My Computers icon and select the Properties option The full computer name is shown on the network identification tab Installation Page 13 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Server PC Installation Note The installation described below is based on installing the software for a standalone server Depending on the componments being installed all or only some of the options described will appear e g steps 10 11 12 and 14 only occur if Report Server is selected To install the required CCC applications on the Server PC perform the following 1 With Windows running insert the Application CD into the CD Drive Use the My Computer facility to view the CD drive Within the CCC Folder find and double click on Setup exe Choose the appropriate setup language and click on OK The Instal
48. allboard device select the Wallboard and then click the Properties button e The General tab allows you to e Change the Comm Ports setting of the selected Wallboard by selecting a port from the Available Ports and then click the Change Port button e Change the Network Number by entering the required network number and then click the Change Network Number button There are 31 0 30 numbers available e Change the name of the Wallboard by clicking in the Alpha Tag text box and modifying the selected Wallboard name as necessary Click the Close button to save any changes e The Hardware tab allows you to e Clear all the messages on the Wallboard by using the Reset feature This should only be used if there are no scheduled messages displayed or that the messages are not displayed properly on the device Check Wallboard Operation Once you have started the Wallboard server you can check the Wallboards that you are connected to To do this 1 From the Devices menu select Wallboard Properties 2 The list of available Wallboards is shown If no Wallboards show you will need to install a Wallboard To check a Wallboard 1 Select the Wallboard to check from the listing 2 Click on the Properties button 3 Click on the Hardware tab 4 Click the Self Test OFF button to start the self test A message will show asking The self test will clear any messages on the selected wallboard Do you wish to continue Click on the Yes butt
49. art Programs CCC Delta Server g Click on Archiver in the Toolbar Pane All the details should be completed and the Archiver shown as connected 17 Close all programs and re boot the PC Page 16 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Installation Of CCC Components Access Permissions Once CCC has been installed read write permissions need to be assigned to allow full functionality for a supervisor using a Client PC Users of Call Center View PC Wallboard and Alarm Reporter will need have write permissions for the folders The easiest way to give a folder write permissions is detailed below This is only an example of how permissions can be set There are other ways that this can be done according to your network setup and security policies 1 From Windows Explorer select the folder containing the programs By default the directory path will be C Program Files Avaya IP Office CCC Right click the CCC folder and select Properties Click on the Security Tab and select Users In the Permissions section click in the Allow box for Write CCC Properties General Sharing Security Name Add en Administrators EN3000D T 0050544 dminist Gi CREATOR OWNER _Bemove en Power Users EN3000DTODEOSNPOwer U E SYSTEM en Users EN3000DT00505 Users Permissions Allow Deny Full Control O O Modify O O Read amp Execute O List Folder Contents O a O Advanced
50. calls is directly dependent upon clause 1 If a call was lost whilst being transferred by Voice Mail Pro the lost call statistics will be designated to the transfer target Calls lost whilst alerting or connected to Voice Mail Pro will be deemed lost by the Voice Mail Pro device or group 6 A call successfully transferred by Voice Mail Pro will be treated as a new incoming call by trunks DDI and Agents but transferred by Voice Mail Pro devices Login Codes For reporting on call status and call handling all users should use login codes This is especially important for the user associated with the extension by default who should be set to forced login The use of the Login Idle Period is also recommended Page 24 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Introduction This section provides basic details about the Ferrograph 10 Ferrograph 22 Spectrum 4120C and AdvaTel TCD226C Wallboards together with installation instruction Up to 16 Wallboards can be supported on IP Office Ferrograph Wallboard 10 Introduction Ferrograph Wallboard 10 The Wallboard 10 is a single line display consisting of 10 tri color characters It is connected via multi drop circuits to the host PC running the Wallboard Server application Specifications Ferrograph Wallboard 10 oltage Check label on rear of wallboard Cold Start Inrush 30A for up to 6ms Current In
51. e v EH b Edit security For this item 4 Click Add and select Authenticated Users 5 Click Add and then OK 6 The Local Security Settings screen will now have authenticated users added to the listing Local Security Policy Setting a x n Change the system time Ey Local Effective Assigned To Policy Setting Policy Setting Administrators M Power Users IS Authenticated Users E O 7 Click OK Note This setting can be set at a Domain level to apply to all CCC Client users Speak to the local Domain Administrator for further information Logon Requirements When creating Logon profiles for the Server and Client machines the following points need to be considered 1 If the Reporter application needs to print reports to a domain printer or email CCC Reporting must be set up to use a domain service account 2 A service account needs to be created allowing access to MS Exchange Server if email reports are to be sent from either the Delta Server or CCC Reporter 3 Ensure that the domain service account is used to logon interactively to the CCC server to create printers for preset reports Page 18 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Installation Of CCC Components Client Pre requsites Client Hardware Specifications Each Client PC must meet the minimum requirements as follows e Pentium UI 800MHZ or higher with a 7 200rpm gt 10GByte hard disk e Minimum
52. e next display board etc Each display board consists of decoding and LED row and column circuitry which drives the LED matrix consisting of 18 5x8 LED blocks Page 32 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Installation Before commencing installation please check from the packing list that all parts are included Packing List 1 x Wallboard 22 2 x Wall mount brackets 2 x Spun hanging wires 4 x Cavity rawl plugs 4 x Screws 2 x Eyehole bolts 2 x Masonry rawl plugs 2 x Housing clamps 1 x RJ45 Terminal Box 1 x IEC Power lead Before commencing installation please take a couple of minutes ensuring that the final location of the display will be both safe and practical for the customer Also check that the power socket provided is suitable for this type of display Wall Mounting Once a location has been decided upon mark its location on the wall with a pencil through the two holes in the brackets Before drilling the holes a suitable utility detector should be used Once this has been done the holes may be drilled and the brackets mounted using the relevant fixings provided Cavity Cavity Fixing Wall Bracket Before mounting the display onto the brackets the network address should be assigned The power lead should also be attached prior to mounting To mount the display first hook the bottom of the two brackets into the bottom rear recess chann
53. ed the Access Permissions need to be amended Note Ensure that Call Center View is unchecked This can only be unchecked once the CCV Alarm Reporter has been unchecked Installation Page 19 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 IP Office Requirements Overview This section assumes that the installer is familiar with the basic programming of the IP Office System and the Manager manual is available e IP Office Software must be Level 2 1 e Server License keys are required for the applications see CCC Licenses e f Internet Explorer is on the same PC or server as the delta server software you must make sure that where there is an Internet service that there is also an Internet user You need to amend the user configuration within the Manager software CCC Licenses Some applications and devices for IP Office require the entry of license keys before they will work They may also require licenses to enable certain features For full details refer to the separate IP Office License amp Feature Keys manual The CCC application is enabled by a license key which also allows for support of up to five call agents Additional license keys may be entered to enable support for additional call agents Each license is a 32 character string based on a number of unique factors e The Serial Number of a Feature Key a hardware device attached to the parallel or USB port of a PC running the Feature Key Server softwa
54. efer do separate Manuas IP Office Wallboards Ferrograph1 0 22 Spectrum AdvaTel TCD 226C masses im tn Event Stream 7 Delta Server Archiver Wallboard Manager Call Centre View Wallboard PC Client Wallboard Report Server Report Client web page Alarm Reporter Wallboard Server Installation of CCC on IP Office requires licenses to enable the various modules For systems of up to 25 agents the CCC modules can be installed on a stand alone Server PC For systems of more than 25 agents the Server and Client functions must reside on separate PCs CCC can support up to 75 agents There can be up to 21 supervisor positions that can use the Call Center View Wallboard Client and Reporting applications Note An AGENT is defined as a person who makes or receives calls and has logged on to the system e g has a forced log on status on the switch Installation Page 3 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Twenty Five Agent Systems and below The Compact Contact Center comprises a suite of tightly integrated modules installed on a Server PC platform running Windows 2000 2003 The CCC may be installed either with or without Voicemail Pro The following lists the modules included within the CCC which are designed to run concurrently on the Server PC e CCC Server PC e Delta Server e
55. el of the display See the diagram shown below M Push the wallboard flat against the wall and push upwards to fully locate the bottom half into the recess Now allow the display to fall approximately one inch The display should now be safely located onto the two brackets To remove a wall mounted display then reverse the above paragraph Installation Page 33 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Note The wallboard position can be adjusted by sliding sideways in either direction Ceiling Mounting Using the mounting kit provided firstly drill the 6 mm holes for the eyehole bolts and secure them into the ceiling Pass the spun wire chain through the eyeholes and through the housing clamps and tighten at the required height Remove the right hand end cheek of the wallboard by unscrewing the two fixing screws Slide the two nipples on the end of the spun wire chain into the middle groove of the display housing and replace the end cheek Center the display on the hanging wires Adjustments can be made by sliding the display to achieve the final level WARNING Ensure the ceiling can support the weight of the wallboard prior to fixing RS485 Serial Connection The RJ45 RS485 flying lead is one metre long It cannot be removed from the Wallboard therefore this must be taken into consideration for the location of the RJ45 terminal box Fit the RJ45 terminal box within one metre of t
56. emove the right hand end cheek and carefully slide out the logic control board so that the dip switches are accessible Set switch 8 to ON inspect the LED display that will run blocks of Green Red and Yellow across the display Look for any LED s that fail to illuminate Return switch 8 to the OFF position to stop this test LED Matrix Scanning Inspection The purpose of this inspection is to ensure the LED matrix is being scanned correctly Remove the right hand end cheek and carefully slide out the logic control board so that the dip switches are accessible Set switch 7 to ON Yellow diagonal stripes will run across the display Check that these stripes are straight and that Yellow is the only colour displayed Having completed this visual inspection return switch 7 to OFF and ensure that all switch settings comply with system requirements for baud rate and wallboard network address number Serial Connection amp Dip Switch Settings Wallboard Terminal Box RJ45 Connector Pin Out Details EL Srl RRC BEES Pin out Connections Wallboard x RJ45 Socket Wallboard x 1 RJ45 Socket EH L Pins from 2 to 7 should be connected identically from all RJ45 boxes to all others Page 36 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Dip Switch Details Network Address OFF Position Represents 0 ON Position Represents 1
57. enter V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Ferrograph Wallboard 22 Introduction Ferrograph Wallboard 22 The Wallboard 22 is a two line by 22 character tri color Wallboard It is connected via multi drop circuits to the host PC running the Wallboard Server application Specifications Ferrograph Wallboard 22 220 240V AC OR 110V AC Check label on rear of allboard 108W 30A for up to 6ms 9600 only RS485 6 kg L 1097 x D 75 x H 198 mm Installation power distribution circuit rating to be greater than 6 amps Any circuit breakers must be capable of handling the cold start inrush current without tripping The display wallboard consists of the following assemblies Housing A housing that is manufactured from an aluminum extrusion with anti reflective polycarbonate screen and removable plastic end caps Power Supply 9V DC switch mode power supply assembly incorporating an RJ45 chassis mounted data connector The power supply is configurable for use from either 120V AC or 240V AC NOMINAL VOLTAGES supplies Logic Control Board Logic control board that receives RS485 serial data from the data RJ45 connector Display Board Assembly Tri color display board assembly which consists of three display boards which are connected one to the other by a fiber optic link The left hand display board receives display data from the logic control board via a fiber optic link and it outputs data to th
58. er V5 40DH0002USBG Issue 5c 29 September 2005 Trouble Shooting ccc Installation If for whatever reason the Server PC has to be renamed do not use spaces in the new name Microsoft SQL cannot be guaranteed to operate correctly 2 When shutting down a Server PC ensure that all CCC applications are closed before shutting down 3 When re booting if a Delta Server Port access is denied message appears port number conflict consult with your Network Administrator to obtain a free port number 4 In some situations you may need to install Archiver separately to achieve an installation with just a Delta Server and Archiver If just the Delta Server is selected to be installed then the Archiver is installed automatically This type of installation may be used for multiple Delta Servers reporting to one shared and remote SQL Server 5 If the following error messages appear you need to ensure that the Client PC s are able to synchronise their time with the Delta Server Error AN Location COMMON BAS set_TAD_ from_msg Error O followed by Error AN Location COMMON BAS set_TAD_from_msa Error 20 Resume without error The messages imply that Call Center View is not able to synchronise the time of the local machine running Call Center View with the Delta Server host Close Call Center View and set permissions to allow the user running CCV to change the system time Wallboard Server Client On the Wallboard Se
59. he center of the Wallboard The Wallboard should be connected to the host system by utilizing a drop off wiring configuration RJ 45 Doubler Building Wiring on last display CIR ASA MAX AGT IN CUT IDL Calls are backing up will all agents 001 10 5 10 16 6 1 Mease return te their disks All RJ45 sockets should be wired identically with the terminated RJ45 plug on the final socket with the supplied RJ45 doubler Network Addressing Each display can be configured to display different messages This is achieved by allocating each display its own network address Within each display there is a board containing eight dip switches For more information see the section entitled Serial Connection amp Dip Switch Details Additional Equipment External Alarm Device for connection to Wallboard 22 only An external alarm device is available to supplement the in built buzzer This interface allows a DC powered device to be attached to a couple of pins provided by a 6 pin DIN connector which is mounted on the rear of the display This 6 pin DIN port provides the ability to connect the additional device in addition to the internal buzzer Note It is not possible to drive the external device independently of the internal buzzer Page 34 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Connection Details The external 6 pin DIN connector is located adjacent to the Mains
60. it and click on Remove SQL Server Backup SDXArchiver S A x General Options Database SDXArchiver Name SDXArchiver backup Description Backup Database complete C Database differential Transaction log Eile and filegraup El Destination Backup to Tape GG Disk CADDCLIME71NSADMINI71SLOCALS 71M Add Remove gt Contents Overwrite Append to media C Overwrite existing media Schedule TT Schedule E 7 Add the new backup device that was have created to be the destination for the database backup Click on Add and from the Backup Device drop down list that appears select your backup device Click on OK 8 Make sure that you select the Database complete and Overwrite existing media options and then click on OK to start the backup 9 The database backup will now start The length of time this takes depends on how much data you have stored in your database 10 When the backup has completed click on OK and then close down the Database Server Supervisor application 11 If you now browse to your backup directory you will be able to see the database backup file that you have just created The CCC files now need to be backed up Page 50 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Upgrade Procedure Backup CCC files The operator profiles used for Call Centre View the wallboard files any custom reports
61. ize their own reports elP400 CCC Rostering RFA Enables connection to thirs party agent rostering packages for CCC e1P400 CCC EMAIL RFA Enables Email routing and reporting outbound calling web call me buttons requiers IP400 CTI Pro RFA and CCC Svr RFA elP400 CCC EMAIL CTI RFA Enables Email routing and reporting outbound calling web call me buttons includes IP400 CTI Pro RFA Requires CCC Svr RFA e1P400 CCC AGT RFA 5 Enables reporting for 5 CCC agents or 5 additional CCC agents There are also 3 additional licences to enable 10 20 or 50 CCC agents elP400 CCC PCW RFA 5 Enables PC Wallboards for 5 agents or 5 additional agents There are also 3 additional licences to enable 10 20 or 50 agents elP400 CCC Wallboard 4 RFA Provides software activation for up to 4 physical wallboards for use with the Compact Call Center uo to a maximum of 16 Please noter that this activation does not apply to the WB 22 product 5 After altering or adding any license keys upload the new configuration to the system and allow the system to reboot 6 Load the system configuration again and check the Status of the License Keys If any keys are listed as Invalid check that the correct key has been entered Repeat the previous steps if necessary to correct any errors Important Save a Copy of the Configuration Once the License Keys have been correctly entered it is very important that you save a copy of the configuration Select File
62. ke a note of the schedule list and distribution Once you have made a note of the schedule close the application down The database now needs to be uplifted so that it is compatible with the new structure of CCCv5 Database Uplift Before the CCCv5 applications are installed we need to modify the database so that it is compatible with the new database structure of CCCv5 To do this we use a tool supplied on the CCC CD ROM to uplift it to the correct level 1 Browse to your CD ROM drive containing the CCCv4 CD and go to the Database Uplift directory Copy the DBUplift3 exe file and paste it on to the desktop Double click on the application to run it Select your required language and click on OK Select your server and remember to enter the password that you set earlier when applying the service pack to MSDE Click on OK 4 A popup screen will appear telling you that the database on ARCHIVERSOL will be upgraded Click on Yes to start the uplift procedure 5 The uplift will now start modifying the database structure and applies any changes necessary to make it compatible with CCCv5 6 Once the uplift has completed click on OK and then close down the uplift tool The new CCCv5 applications can now be installed Installation Page 51 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Install CCCv5 Applications 1 From the Windows taskbar click Start select Run and then click on the Browse bu
63. l call records to be stored and reported upon months later CCC User Access CCC User Access allows storage of personal Call Center View and Wallboard settings It also establishes user rights and password protection for Call Center View Wallboard and Alarm Reporter software Workforce Management Blue Pumpkin Workforce Management Interface allows integrated rostering forecasting and scheduling systems to connect across the LAN to a comma separated variable CSV file containing a list of Contact Center related metrics MultiMedia Module MultiMedia Module MMM is a customer contact software solution that enables companies and departments to manage multimedia contacts into and out of the organization MMM provides applications that manage Telephony E mail and Web Call Back communications For installation of MultiMedia Module refer to the separate Installation Manual Installation Page 1 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Use of this Manual This manual covers the installation and administration of Avaya s Compact Contact Center CCC at software Level 5 0 on the following communications platforms e lP403 406 406V2 412 Office platforms operating Software Level 2 1 WARNING When using Office platforms operating software Level 3 0 CCC 5 0 must not have the Key and Lamp functionality operational e This Manual does not cover the Installation of CCC 4 0 software Thi
64. lShield Wizard will run If the installation is being carried out on a Windows 2000 server a message will appear asking if Microsoft Net Framework 1 1 package should be installed This software is required for CCC reporting If reporting is not required click NO and continue from step 5 To install the software click Yes A license agreement screen will appear Read through the agreement and then select the option Agree and click Install Microsoft Net Framework 1 1 files will be installed At the message Installation of Microsoft NET Framework 1 1 is complete click OK to continue 5 Atthe Welcome screen click on Next to continue Choose the destination location The Browse button allows the location for installation to be selected if the default is not required The default location is C Program FilesVAvayaMP Office CCC Click Next to continue 7 The Select Components menu is displayed InstallShield Wizard ES x Select Components Ki Choose the components Setup will install Se Select the components you want to install and clear the components you do not want to install HEINEN FN UM D escription ACCC Wallboards This will install the Call Center ig PC Wallboard View application Wallboard Client q Wallboard Server ta Server Fa CCC Reporting lt o bi hl Report Client Database Server Supervisor i a Report SDK H JW AO AT D Space Required on D 91084 K Space
65. lichen aie eeh nee eet 44 GAU TION E 45 Cavity rawl i 33 CCC CONNECHING ii 23 loading WEE 9 operan iii ath tienen 2 OVEIVICW sr LLI LL Lin 3 o MH aa Age 12 er Eege 43 lu Ln FFF FEDD DE HN FE 22 CCC 1 2 3 7 9 12 13 14 17 18 19 22 23 24 43 46 47 48 49 51 52 54 57 Page 60 40DH0002USBG Issue 5c 29 September 2005 Index GCC BO nn tie nn Rd GNU UC dud dd 2 CCC Administrator s Manual 46 CCC Appltcatton enne nee ernennen nenene 13 21 CCG COD ROM du LU aere 51 CCC Client Software Heouirements nees 19 CCO Gleen aiaee r 17 19 CCC Client PO 19 CCC Components InstallatiON ueu LI LL inan 13 Server PC LL LL Liu 13 CCC Component nenn nnr inii 13 CCC Delta Server ii 14 CCG nl EE EE 14 CCC Installation 57 CCC Installation CD E EE 12 CCC Installation CD 12 CCC License KeyS ii 22 CCC LICENSES ii 21 CCC Manager 4 23 GGG on IP CHIESA iii O a 3 EE GS hence oa 23 CCC Reporter 18 CGO Reporting usina cr 18 CCC Reporting Admin Console menu 14 CCC Server Din Lc iii Letta 14 Software Requirements en 9 COCOS Oriana 9 14 CCC Server NaM Enip mna 13 EEC Sener PO eie a tai Ae 4 RE EE 2 GOG Svr FA Su sates ai 22 CCC System Supervisor s i 2 CCC User Access Elte DEE 45 CCG USE ACCESS iii 1 45 CCC User Access Jeon iiu 45 CCC user s email
66. llation Client Upgrade Create a directory to backup your files to You need to backup your CCV operator profiles and any custom reports as described in the MSDE Upgrade section These should be stored in your backup directory You do not need to back up any PC Wallboard files as these are stored on the Server PC and only a local copy exists on the Client PC 3 Insert the CCCv5 application CD ROM into your CD drive From the Windows taskbar click Start select Run and then click on the Browse button View the CD drive and double click the CCC folder Select Setup exe and click on the Open button Click the OK button to continue Select the required language and click on OK The InstallShield Wizard starts and after a few minutes the upgrade begins by moving all of your existing applications into a new directory structure as explained previously in the MSDE Upgrade section 9 Once the files have been moved the new applications need to be installed At the InstallShield Wizard click Next 10 The components screen then appears Make sure that you select the correct client components to install You must select the applications that you have already installed so that they can be upgraded 11 Click on the Next button to start the installation 12 When the installation has completed click on Finish and when the InstallShield Wizard has closed down reboot the PC 13 Once Windows has restarted log back on and make sure that all of your new C
67. llation Systems above Twenty Five Agents The Compact Contact Center supports up to 21 supervisor positions known as Client PC s It may be installed either with or without a Voicemail Pro For CCC systems above 25 agents Microsoft SQL 2000 is recommended See Install Database Application for more information The following details where the applications reside Client PC Server PC Call Center View Delta Server Wallboard Client Report Server Report Client Wallboard Server PC Wallboard Database Server Supervisor CCV Alarm Reporter Workforce Management Optional The diagram below shows the Compact Contact Center without a Voicemail Pro being installed Physical Wallboard IP Office Calls Waiting RS485 L Sa LAN Kin Ke CCC Server CCC View Client Reporter Server and Wallboard and Reporter Wallboard Server Software The diagram below shows the Compact Contact Center Manager with a Voicemail Pro IP Office Physical Wallboard aananaau RITTER LAN ec Le VoiceMail Pro Server PC LAN LAN se lel oh CCC Server CCC View Client Reporter Server and Wallboard Reporter Wallboard Server Software and UserAccess Page 6 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Installation Of CCC Components Introduction This section describes the procedures of installing the software for the Compact Contact Center suite Do not begin installation before you have read and perfo
68. low are for ID address 1 to 8 binary The bleeper volume control is also shown Top wiewed from rear Tum clock wise to increase volume Tum Anti clock wise to decrease volume address settings Bee per Volume Contra o 8 Speaker O 1 DIP Switches DIP Switch Setting for Addresses 1 8 ID 1 ID 2 ID 3 ID 4 On On On On RBA D RR Boe o ei os o TELT TH TT TT MELITA TU KC Page 42 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance CCC Wallboard Installation CCC Wallboard Installation Before starting the Wallboard Server you must ensure that the Delta Server is running Note The Wallboard Client does NOT support the Device option Wallboard Server is started by Click the Start button on the Windows taskbar Point to Programs Point to CCC Click Wallboard Server from the sub menu ae a Ze Select whether you want the wallboard server to start automatically after a PC re boot Note Every time you start and or exit the Wallboard Server the internal buzzer within the Wallboard 10 22 or a Spectrum Wallboard is triggered whilst resetting the Wallboard device s To install a new Wallboard 1 With the Wallboard Server open from the Devices menu select Install New Wallboard The Install New Wallboards wizard appears 2 Select the required Wallboard manufacturer Ferrograph for 10 22 Wallboards Spectrum or
69. manage the CFD s or contact center s most valuable and expensive asset it s people Call Center View Alarm Reporter Provides real time amp 7 day historic information for each Contact Center Profile about alarms that have occurred within the Compact Contact Center The detailed alarm information for each directory number is presented in report format which can then be printed Wallboard Manager Real time information from the call center is essential to react to constantly changing telephone traffic levels and provide excellent customer service Wallboards allow managers and staff to monitor the service being provided and respond immediately Wallboards provide current information on the number of calls waiting response times and service levels Wallboard Manager provides the ability to drive physical wallboards and PC wallboards PC Wallboard The PC Wallboard delivers traditional wall mounted wallboard functionality to the desktop but with the additional benefit of each PC Wallboard agent being able to configure and monitor a personalized view of the contact center The PC Wallboard also enables agents to increase their productivity and maintain revenue levels with the added benefit of managing customer callback requests Report Manager Provides in depth historical reporting on CFD or contact center activity In addition to call information the Report Manager also reports agent activity This powerful package allows individua
70. nagement i 14 Database Server ii 14 Database Server Supervisor 6 7 49 Database Server Supervisor application 49 Database Server NaMe i ninnnu 14 Database Uplift ion ciar ii 51 DB9 COM Sicilia 40 DB9 EE 40 41 DBUplift3 exe file GOD uii ada UY FF YY NN 51 DBUplift3 exe file ii 51 DC le EE 34 Dita HR ROF HRN 34 DC VON AG EE 35 KIELEN 23 24 Default button 44 Default Gettngs iii 45 Delta Server EfNisUfei s ara alare a ia 46 E aaas iaaa RATA 46 C Fg ene eer A ee eee eer Peer Prey or eter NE rer erat ee 46 VEW Soi orali 46 Delta Server 4 6 7 14 17 18 23 43 46 57 Delta Server application Stalla chia aaa 14 Delta Server application 14 Delta Server email iH IY ILHH 9 Delta Server Introduction 46 Delta Server Port 57 Delta Gervice i 46 Depending COMPONMENTS nnr LLnnnnnnnnnnnnunHh 14 Design EE 24 Designing Crystal Reports 7 Alle BEE 7 Destinato Mai asna a aa ea aai 49 Destroy RSO E 38 DESMO Hr 38 Details button 10 Sie 43 Devices MENU iii ad d ng 43 44 Devices md 51 Diagonal Stripe Test 38 DIP ee 42 A iii 42 Page 62 40DH0002USBG Issue 5c 29 September 2005 MISE 42 Dip Switch Settings ii 37 Dip SWitehe tina era 28 Dip Switch Details 34 37 Dip switch NUMDET e 29 Directory Numbers NAMIN
71. ng Installation 55 EXISUNO ET 55 Existing Installation eterra sa Reset 55 Exit Event Viewer ducto litis ada 11 XU see rra RF FE 11 Expand BENE ote I AA rin 49 Event Viewer 11 e LAO EE 11 49 Explore EE 51 Explore iaia 51 External Alarm Device i iuiiunueeneon 34 Eyehol amp n iu ita 33 34 le 34 F Farnell Electronics Catalogue 35 Farnell Reference na 35 Feature Key Serial Number 21 Feature Koy a uyn feasted 21 22 Feature Key Server ii 21 Ee A ET 35 FEG1437402 TE 35 FEC149 403 canna sia ian etd atin 35 Ferrograph 10 22 Walboarde iii 43 Fermographt St bs 35 43 Ferrograph Wallboard i 43 Ferrograph Wallboard 10 25 Ferrograph Wallboard 27 32 EIERE ai tie I N 46 Fifteen Agent Systems 4 File ate BE 46 ln EE EE EE 52 54 55 Finish button 14 43 Fit IAD soia EE 34 ES lola ioni A 34 Freeze Display i 30 Full Screen LED Test eirinen 38 FUNCTION 4 05 yiii ene Sieg vent yen ali 38 G General N t gees ele Set 23 Generalitat 1 23 44 Gigabytes ici lit 49 GEOBA EE 23 A iero 24 Green DIOGKSs oi bas 31 36 GOS EE 31 36 Green TEE O 38 Ground LOOPS E 38 GlOUP EEN 24 Group Agt Group i 23 Installation Compact Contact Center V5 H Ail HR 25 Fi12b ari iii iia 40 Fi VG Y FE FYR AER DC ERYR FFO AN DAFN 39 HI HR ca 32 alle 44 Hardware Connections eiu iiuiuii
72. ning the call data database to be entered as well as the authentication required If SQL Server authentication and the database user id fields are left empty then the default name SDXArchiver is used for connecting to the database If you have connected to a different Database Server enter the name and password of the new target For the SQL Server Security field enter both the name and password entered whilst installing MSDE 2000 The defaults are sa and NMYSBH Either accept the default settings for the Database Server Name field or if you have connected to a different Database Server enter the name and password you changed to CRM Tab Either accept the default or change the CRM Host name to that of the CRM Server if not on this PC Make sure that the date and time formats that are used by the MSCRM as specified in the Calendar tab of the system settings dialog are correct The date and time formats must be set correctly so that any reports that contain date and time information from MSCRM run correctly The CRM Server must be licensed Email Tab Enter the name for the SMTP Server if the Server is on this PC enter localhost Also enter the CCC user s email address Service Tab Specify the port number that the web application uses to communicate with the windows service Enter a Server Port number for CCC Select the port number from the drop down list All the port numbers are allocated to the local machine 13 Installation will con
73. nts 55 SQL Server Installation Wizard DrepareS tenner ile dct Ydd e 55 SQL Server Installation Wizard 55 SQL Server Name Installation Compact Contact Center V5 EDEP nui dud Gog che Avie de vee de nadia ieee eel 14 SQL Server Name 13 14 SQL Server Security een uieiinioeo 14 SQL Server System SelECl ger vie Win aes Bled Ave 55 SQL Server System i 55 SQL Server Tools dieken 55 Staff Management 23 Standalone Server i 7 Standalone Server PC Inn 7 Standard Reporis i 23 Start Giele ETC 14 Start SOMOS ici ia 14 Start button Windows taskbar cccccccconnccnccnccccconononennnnnnns 43 46 Start DUO FF YH FE 17 43 46 Start Copying Fles eis uissinioeo 55 Start Copying Files dialog 0seesseeeeeeeeee eeen 55 Start IP Office Manager 22 Starting CCC User ACcess Hen 45 Della SV aaa ici di ebe Zeien 46 Delta Server appltcaton i 14 Wallb0ard ET 44 Wallboard Server nennen rneer rnnnne ennn 43 Starting 10 11 12 14 43 44 45 46 48 49 52 54 StartUp EE 14 Status Ee 22 EI EE 22 Structure CCGV5 cc An MG Ru ee ees i te 51 A iii 51 A A TO 7 45 Supervisor Positon aran 7 Support BUSINESS a a a aat 1 SUPPO Aa ar ee E 1 EU AE 29 37 Nee 29 37 See 29 37 VA EE 29 37 YW nt da
74. o a handset Mailbox Set up Mailboxes need to be set up on any PC that needs to be able to receive Delta Server error reports Note The examples in the following instructions are for Microsoft Exchange Server but the server can be any extended MAPI compliant server Perform on all CCC PCs the following 1 Right click on your Outlook icon and select properties If the Server profile you require is not shown click Add and select from the available list Click on Properties and view the General tab Enter the Server and mailbox names Click OK to finish On successful installation proceed with Starting CCC User Access Group Reporting When configuring it is important to understand how calls are attributed to groups on the Call Center View Wallboards and Report Manager St oe Ze Je Note When configuring IP Office for use within a Call Center none of the groups used with CCC should have their ring mode set to Group Collective Group ringing is not a supported mode of operation as the call data collected will be inaccurate IP Office in the Contact Center Environment Staff Management is a LOCAL issue hence all real time and historic analysis for teams will require local CCC s Traffic Management is a GLOBAL issue Therefore in an IP Office configuration calls waiting across an entire network queued are displayed on all Call Center View implementations across IP Office Installation Page 23 Compact Contact Center V5 40
75. on if there are no messages running 5 If information appears on the selected Wallboard click on the Self test ON button to turn the test off Click the Cancel button Click the Close button View Active PC Wallboard When this option is selected you will see a list of PC Wallboard s currently connected to the Wallboard Server To update the list click Refresh Page 44 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 User Access Starting CCC User Access CCC User Access is available on all Server and Client PCs It allows storage of personal Call Center View profiles and Wallboard settings Initially on each PC Administrators can log on by entering the following Name Admin Password NMYSBH CAUTION When you log on as Administrator for the first time it is recommended that you change the password The new password must be recorded and kept in a secure place As an administrator you have the ability to change all set up screen and run the CCV Alarm Reporter application You can also log on with any name and no password is required As you are not logged on as an administrator CCV Alarm Reporter cannot be run and the following setup screens are not available e WB Alarm Scripts e Alarm WB Destination e Alarm Settings e Default Settings To log on using CCC User Access F 10 50 DE 1 Double click on the CCC User Access Icon De showing on the toolbar If this is not visible double
76. p Inspection Cleaning Display Screen Time periods between cleaning depend upon local conditions and are at the discretion of the operator This routine cleaning can be carried out in the normal way using a damp and or dry cloth Note The screen is specially coated to reduce reflections and although this coating is very durable misuse or incorrect cleaning procedures can damage it LED Illumination Test Inspection The purpose of this test is to ensure no LED fails to illuminate and should be checked annually Remove the right hand end cheek and carefully slide out the logic control board so that the dip switches are accessible Set switch 8 to ON inspect the LED display that will run blocks of Green Red and Yellow across the display Look for any LED s that fail to illuminate Return switch 8 to the OFF position to stop this test LED Matrix Scanning Inspection The purpose of this inspection is to ensure the LED matrix is being scanned correctly Remove the right hand end cheek and carefully slide out the logic control board so that the dip switches are accessible Set switch 7 to ON Yellow diagonal stripes will run across the display Check that these stripes are straight and that Yellow is the only colour displayed Having completed this visual inspection return switch 7 to OFF and ensure that all switch settings comply with system requirements for baud rate and wallboard network address number Installation Page 31 Compact Contact C
77. r The cable specification must include a twisted pair with an overall screen and characteristic impedance of 100 ohms Ground Loops Proper operation of RS485 requires a signal return path A third wire should connect all the system signal grounds together and is most often an additional shield conductor Distributed power systems in industrial applications may have differences in the AC power line grounds of several volts as measured from location to location Ground differences that are greater than 5V RMS can destroy the RS485 transceivers Loop currents can exist within the shield conductor because of these voltage potentials causing data errors Loop currents can be minimized by installing 100 ohm resistor in series with the cable shield and the RS485 Line Driver ground connection or by ensuring that the screen of the cable does not make contact with the wallboard frame earth Spurs which lead off from the main RS485 cable to a wallboard should be kept to less than one metre long Page 38 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Spectrum 4120C Wallboard Introduction Spectrum 4120C The Spectrum 4120C is a two line 20 character tri color wallboard It is connected via a multi drop circuit to the host PC running the Wallboard Server application Specifications Voltage Check label on rear of wallboard Wattage 150W 9600 only 8 4 kg Dimensions
78. r sa Password field is empty and then click Next 10 At the Start Copying Files screen click Next 11 In the Choose Licensing Mode dialog box select Processor License for and enter 1 if installing on a PC with one processor otherwise enter 2 if installing on a PC with 2 processors Click Continue The file installation process begins 12 At the Setup Complete screen click Yes want to restart my computer now and then click Finish 13 The SQL Server 2000 Components need to be installed now Re insert your SQL Server 2000 disk into your CD ROM drive If the compact disk does not auto run double click Autorun exe in the root directory of the compact disk 14 Select SQL Server 2000 Components select Install Database Server and then setup prepares the SQL Server Installation Wizard At the Welcome screen click Next 15 At the Computer Name screen Local Computer is the default option and the local computer name appears in the edit box Click Next 16 At the Existing Installation screen click Add components to your existing installation and then click Next 17 At the Select Components screen select the required components It is recommended that in addition to Server Component being selected that you have Management Tools and Client Connectivity options selected Click Next to continue 18 In Start Copying Files dialog box click Next and In the Setup Complete screen click Finish Installation Page 55 Compact Contact Cent
79. re e The features and software being enabled Installation Page 21 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Entering License Keys You can view add delete and edit License keys through the IP Office Manager application License keys can be copied and pasted into the Manager application This will help prevent errors arising from manual entry of the 32 character strings 1 Start IP Office Manager and load the system configuration 2 Select System in the left hand panel In the right hand panel right click on the system icon and select Edit Enter the License Server IP Address E g the IP Address of the PC that has the Feature Key plugged into its serial or USB port ideally the Server PC that will be running the CCC applications 3 Select License in the left hand panel The right hand panel will now show details of the License Keys entered on the system 4 By right clicking in the blank space of the right hand panel or onto an existing license you can select to add delete or modify License Keys The CCC License Keys available are elP400 CCC SVR RFA Enables Compact Call Center for one supervisor including reporting on 5 agents and 1 PC Wallbord elP400 CCC Report RFA 5 Enables access to historic reporting for 5 users or 5 additional users There are also 2 additional licences to enable either 10 or 20 users elP400 CCC Designer RFA Enables a supervisor to design and custom
80. rmed all the Server amp Client Pre requisites Standalone Server amp Agent PCs If you have less than 25 agents the Server and Client components can be installed on the same PC The Supervisor will use the Client components on the Server PC Standalone Server PC Agents PCs Call Center View Application PC allboard PC Wallboard Application HE Delta Server Application Gs Report Server Installs historic database HEN Database Server Supervisor Allows maintenance plans a Installation Page 7 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Server Client amp Agent PCs If you have a CCC installation of more than 25 agents then the Server must be on a separate PC serving up to five Client PCs also known as Supervisor positions Server PC Client PC Agents Supervisor Position PCs allboard Server Application Call Center View Application PC Wallboard Delta Server Application PC Wallboard Application Report Server Installs historic allboard Client Application database Report SDK CCV Alarm Reporter Application Used when designing Crystal Reports Database Server Supervisor Allows Report Client nstalls CCC maintenance plans to be created backed up and restored orkforce Management Interface Application Notes e If the Wallboard Server is installed then the Wallboard Client is not required e Report Server is not available for installation until IIS
81. rver Client scheduled messages can only be removed from the schedule by a user with a higher access level than the User that scheduled the message or by the user that scheduled the message It therefore follows that if a user with Administrator access rights has scheduled a message then only that User can remove that message from the schedule Installation Page 57 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 Index Index 1 10 tri color CONMSISUNG ica iie iun rydd nadie WR edie 25 ak e O EE 25 10 22 Wallboards Ferrograph cccceseccceeseceeeeeeseceeeseseceeneneeeeenentes 43 10 22 WallboardS ennyn 43 LOG Winrar 32 120 Ohm COMIC diia Aa 30 T20 ONM a A iaia 30 TOVA O A wd da 32 TO Wii lei 40 ET 35 ET UE 39 18 5x8 LED CONSISIING sv tant a a ten 32 1 DB LED un genee e e dieser AE ge 32 2 2000MB Lee 14 2000MB ciao Derek 14 20 character frl color ue Fi nuu 39 220 240V AC OR 110V AC 32 22 character tri color Wallboard ano0a00enanaaaaan 32 E iaia a 40 2AOV EE 32 DAN IDG ibid ia 35 25 EN rn 55 QD NEE 12 UN EE A1 3 IL 25 32 92 charactel uu Ga Y sada wd ga 21 22 Sold EE lied 39 SNE a 25 TE 24 3rd Party Voice Mail 24 4 e GY AAA A A 40 5 WL Hr 38 6 6 mm lU 34 GEM EE 34 TEE 25 32 G PIN DIN EFFRO Y NFED FEW FRAN ech 94 35 8 800 SOI AA AAA 9 9 9600 Sd E 29 37 ON DG ett Lele Ee 32 A ee 38 Installation Compact Contact Center V5 Access DI Piste tthe MMe EE
82. s Test functions are selected using switches 7 and 8 If switch 7 and 8 are OFF at power reset System Wiring The principle for wiring up your display wallboards is that the PC output port is connected to the input of each wallboard The connection is RS485 and the screen of the cable is connected to the wallboard signal ground which is floating The wallboard housing frame ground is connected to earth by the power cable RS485 This standard officially allows 30 wallboards to be connected via a RS485 transmission cable of up to 1200 Meters to a PC RS485 port The PC TX is connected to the wallboard RX similarly the PC TX is connected to the wallboard RX The recommended technique is to run a screened cable from the PC to the nearest wallboard then from this wallboard to the next nearest wallboard etc At the last wallboard on the bus it is necessary to connect a 120 Ohm terminating resistor between the wallboard RX and RX connections within the RJ45 connection box See the diagram below RJ45 CONNECTION BOX RJ4S CONNECTION BOX ae DATA TX TX SIGNAL DATA RO DATA i PK GND i i i HOST i COMPUTER i i WALLBOARD WALLBOARD The installation technigue is that data input of each display is electronically connected to the transmit output of the PC Page 30 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Wallboard Installation amp Maintenance Periodic Maintenance am
83. s guide is intended for use by installers and administrators who are familiar with the relevant communications platform and have successfully completed the appropriate training courses La that you have read and understood this Manual before beginning installation About this Manual This manual provides the information necessary to set up install and perform basic set up on CCC modules The following overview defines the sequence of actions that must be performed to install CCC modules 1 Checkthe pre requisites for all Server Client PCs Install the required CCC applications on the Server Client and Agent PCs Define and set up the IP Office requirements Install the CCC Licenses on the IP Office Install the Wallboards optional 6 Upgrade the Database to SQL 2000 optional Once installation has been completed the following manuals provide the details for administrating and operating the CCC nm ECK e CCC System Administrators Manual e Alarm Reporter e Call Center View e Reporter e Report Designer e Wallboard Manager e PC Wallboard e Workforce Management Interface e PC Wallboard Quick Reference Guide Page 2 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Introduction Overview of CCC Avaya s Compact Contact Center CCC provides the user with the necessary tools to facilitate the management of call traffic The diagram below shows the concept Multtiviacia Module R
84. stallation aaa 43 Wallboard Properties ide 44 Check Wallboard Operations sau Ru a ace 44 View Active PC Wallboard cu ues i Ru MO carded OF la GG CF Od dU DN FN 44 User Gre ee 45 Starting CCC e 45 A nn 46 Della Server TOUR teenage 46 Launching HE 46 Upgrade Procede iii cad 47 ad ege ee adeleg 47 MODE Ee EE 48 Backup N Our Data EE 49 e MECA A A E 51 Database He EE 51 Install COGvS eeler te TE 52 Client Upgrade iii URL LS DOL ND Oe eee FU rrr en rn 54 Upgrade to SQL 2000 Procedure olle 55 TrOUble Shooting ici i 57 CEC Installation ui izado 57 Wallboard Seal I HIR I RNA tai AN Y PDF ica 57 A A Y ARERR 59 Introduction General Compact Contact Center CCC modules provide the user with the necessary tools to facilitate the management of call traffic They are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the eBusiness digital communications platform The product consists of a set of fully integrated modules sharing a common database utilizing Interactive Directory and Database IDD technology The suite of modules consists of the following applications Call Center View CCV Provides a realtime management package for telephone based staff and supports any size Customer Facing Department CFD or contact center To effectively control customer service levels real time human resource management is essential and the Call Center View has been specially designed to
85. stallation power distribution circuit rating to be greater than 6 amps Any circuit breakers must be capable of handling the cold start inrush current without tripping The display is supplied with 2 wall mounting brackets ceiling mounting kit PC connection plugs and wall fixings The Wallboard 10 displays all come with a 2 meter power cable provided for mains supply Ensure the voltage reguirement is compatible with the intended mains supply and that the supply rating is greater than 5 amps The wallboard can be mounted on the ceiling or wall Installation Page 25 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Wall Mounting Fix the 2 wall mounting brackets using the cavity fixings provided The bracket is angled to allow a 10 degree downward tilt to the display Please ensure the brackets are the correct way up See the diagram below CAVITY CAVITY FIXING YM BRACKET To mount the display first hook the bottom of the two wall brackets into the bottom rear channel recess of the display See the diagram below Push display flat against the wall and upwards to fully locate the bottom half of the bracket Allow display to then drop down onto the top edge of the 2 brackets to obtain a locked fixing To remove reverse the above procedure Note The display can be adjusted by sliding sideways in both directions Page 26 Installation 40DH0002USBG Issue 5c 29 September 2005 Comp
86. t de dichia 37 ID Ee 37 SIT nt al GE 38 SI EE 38 Switchable eeir EEE EREA 40 Switchable AdvaTel 240 110 VAC 40 SYNCHIONISE Y IF iH 17 46 57 SY SOM ue uu I taa 11 System Wirimg ii 30 Systems above Fifteen Agents 6 T BE cea 24 TCD Wallboards due HEN FEED HEFFER ati 41 TCD Wallboarde YIII YY HIN 41 EG Ree 42 TCD266C Wallboard nnen 41 TG GIE E 9 Telephone System eisin nninnoun 23 CA 1 Test Functions aeni ea n 30 38 TOMES PA ccoo tee A A Yu Tod Fa 22 Page 67 40DH0002USBG Issue 5c 29 September 2005 Tieckiun ck YHA III A GL Liu 14 d le LEE 9 TIME LON et deer aaa 19 Toolbar Pane 14 46 Traffic Management 23 Transmit Only DA 42 Transmit Receive i 41 BR dee nia 32 TEECO OUR eebe ees eene 40 True Color EE EE e 9 TUG EE 9 IER Dan a YN 23 Trunk Groupe 24 TRUK Gr coralli iaia NND 23 Trunk EINES usaran dos 24 TIUNK Statisties coin ticas 24 Tun DD ascii 24 TURKS iaa 23 24 U le Un DEU EE 47 United REES 9 19 leet OG WEE 19 Re WEE 22 Update Duttori titanio eck mad ued 14 45 Upgrade RE 2 SQL 2000 Procedure cccccccccccnccccoconocococonononononos 55 Upa ui eta 2 55 USA on Eege Ee 9 19 USB cat 21 22 Use Call Center View 3 A eege SE Es 7 Login Idle Period 24 My Computer 14 TEE 47 Spectrum Remote Controller 39 USO EE 2 3 7 14 24 39 47 User COPY TTT 51 Ua E EE 17 51 57 Lserhame HU
87. tailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubs avaya com 2005 Avaya Inc All rights reserved Avaya Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com Page 70 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5
88. tinue Enter the CCC Server name when reguested Click Next to continue 14 The setup continues with the Database Management components being installed 15 The InstallSheild wizard complete screen will appear Select the option Yes I want to restart the computer now option and click on the Finish button 16 The Delta Server needs to configured Installation Start the Delta Server application Start Programs CCC Delta Server Click on Comms in the Toolbar Pane Select the required IP Office connection and click on the Apply button The Server Server Type and IP Address will show at the top of the screen The Comms Status should show as Comms Restored Click on Archiver in the toolbar pane Enter the SQL Server Name i e the name of the PC hosting the database and check the option Launch Archiver at Startup Click on the connect button The screen will remain blank Click on the refresh button and the Archiver should be shown as connected If the Archiver is not shown as connected follow the steps below to achieve connection Page 15 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Installation Close Delta Server Open the Administrative Tools Start Settings Control Panel Administrative Tools Double click on the Services icon Right mouse click on CCC Delta Server and select Restart from the menu Close all the open windows o o o Re start the Delta Server application St
89. tton 2 View the CD drive and double click the CCC folder Select Setup exe and click on the Open button Click the OK button to continue Select the required language and click on OK The InstallShield Wizard starts and after a few minutes the upgrade begins by moving all of your existing applications into a new directory structure Currently the CCC files will be stored at C Program Files Avaya lP400 CCC but during the upgrade they are moved to C Program Files Avaya IP Office CCC Whilst this is happening the following screen will be displayed en CCC Upgrade 6 Once the files have been moved the new applications need to be installed At the InstallShield Wizard click Next 7 The components screen then appears Make sure that you select the correct components to install You must select the applications that you have already installed so that they can be upgraded The screen below shows most of the options that you should be installing on your Server you may also need to select the CCV Alarm Reporter installation as well not shown InstallShield Wizard 3 HS x MM Select the components you want to install and clear the components you do not want to Select Components Choose the components Setup will install install Cal Center View p Description El CCC Wallboards a vwill install the Call Center PC Wallboard View application 0 Wallboard Client ify Wallboard Server w Delta Ser
90. u 41 HOUSING 33 l le EEN 42 IER ee 42 le EE A0 EN tee Ee aa Y a dd 1 IEC COMME CON EE 35 IEG POW Feiss Ee ee 33 IIS Windows 2000 FLY LL i uid 10 Saad tac Y A Yo 9 10 47 IESEL EEN 10 In Setup Complete eeen een eser neennnsen nee 55 Incorporating SE 32 Incorporating aa ARRES 32 Indicates Delta Server ii iiuiiisiuu 46 Information Green 30 38 INit COMMS cccsccsccscctadatecesescsaccnecascsecasasdcesesesetedacdeaaes 46 Input TCD WallboardSs i iu A1 lef EE 36 41 Insert Application CD 14 CCC Installation CD 12 CCCv5 application CD ROM seen 54 SQL Server 2000au di indie 55 Jee la a GW e e i 12 14 54 55 Install ASP INET cia ita 9 Install CCCv5 Applications e 52 Install Database Application 12 Install Database Server enn 55 Install New Wallboard i 43 Installation CCC CGomponents cocccccccccccoccnonanccnoncnnnona nano nanannccos 13 OXISUNG A aie ieee ii 55 Microsoft EE 14 InstallatioN i iii 13 14 33 55 Installation Manual 1 Installation Selection een 55 Installing TOO aane EE EN 38 IPSOMIC OE alia 2 MSDE 2000 ue A Y NW yd denen 14 PG ed en li Y Ee 55 Report Server iii 14 InstallinG sia ie tia oi 2 14 38 55 Installs CCC Reporter
91. ver ki CCC Reporting if Report Client Database Server Supervisor A Report SDK til i OD Space Required on D 91084 K Space Available on D 4293992 K InstallShield lt Back Cancel 8 Click on the Next button to start the installation 9 At approximately the 50 progress mark the following screen will appear Make sure that you click on NO as you do not want to overwrite your existing historical call data Page 52 Installation 40DH0002USBG Issue 5c 29 September 2005 Compact Contact Center V5 Upgrade Procedure Archiver Setup Eg 5 xi AN You are about to configure an Archiver to 2000MB but the database device already exists Do you want to replace it WARNING ALL YOUR RECORDED CALL DATA WILL BE DELETED 10 You will then be asked if you want to overwrite your Reports Database You must make sure that you click on YES to make sure that the latest CCCv5 Reports are installed 11 When the installation has completed click on Finish and when the InstallShield Wizard has closed down reboot the PC 12 Once Windows has restarted log back on and make sure that all of your new CCCv5 applications start 13 If you had any reports scheduled via the Report Scheduler then open these reports and reschedule them Once your Server is upgraded and running you need to upgrade any client PC s that you have Installation Page 53 Compact Contact Center V5 40DH0002USBG Issue 5c 29 September 2005 CCC Insta

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