Home

CCC Installation

1. nssnnsennsennrentrnrtrnntttntttntttntttntttntttnttttttEEEEEEEEEEEEEEEEEEEEEE EEE EEEEEEEEEEEEEEEEEEE EEEE 41 Introduction A A A A EE what eaetectane Deets 41 Advatel T10G226G E ee ET BET 42 InMtrodUction arnoia aaa 42 Hardware Connections urico a A a aa EE a 43 PC Communications Serial Port 43 BEDA RR RO AI RI OI ORRORI ATO 44 Wallboard ID and Bleeper Volume Control 45 CCC E lee El Wl EE e BEE 46 Wallboard Properties 47 Check Wallboard Operation 48 View Active PC Wal poa Td eee eee cece eee a a a e aa Aia Aa eiea A aaraa aiei naani 48 En lee RE 49 Della Server coca elia 50 introduciionasa alal flallc O wands 50 Latinching Delta Sevi een ite ee bhe 50 Upgrade Procedure ui 51 OVEIVIS Weiss a ato raro ia 51 MSDE ee A a ina es 52 Backup Your Database iii 53 Backup CCC UE 54 BA Re EE 54 later el elle le EE 55 Clent Upgrade ssaa AE AAA AAA a iiie 56 Upgrade to SQL 2000 Procedures 57 A eege 58 CCC E E UE EE 58 Wallboard Server Clinic E A A at 58 nn eae coe acc eter ec hanea aiaia eat 59 Installation 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
2. sy kl Report SDK x Space Required on D 91084 K Space Available on D 4293992 K InstallShield lt Back Cancel Click on the Next button to start the installation 55 Table Of Contents 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 Archiver Setup Bs I Se x A You are about to configure an Archiver to 2000MB but the database device already exists Do you want to replace it 10 11 12 13 WARNING ALL YOUR RECORDED CALL DATA WILL BE DELETED 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 When the installation has completed click on Finish and when the InstallShield Wizard has closed down reboot the PC Once Windows has restarted log back on and make sure that all of your new CCCv5 applications start 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 Enent Upgrade 56 2 10 11 12 13 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
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 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 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 X A Location COMMON BAS set_TAD_from_msg Error O followed by Error EN A Location COMMON BAS set_TAD_from_msg 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 Server 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
4. 1st February 2005 Compact Contact Center V5 Installation 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 anendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies 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 ALT 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com Installation Page 69 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005
5. Key plugged into its serial or USB port ideally the Server PC that will be running the CCC applications Select License in the left hand panel The right hand panel will now show details of the License Keys entered on the system 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 e 1P400 CCC SVR RFA Enables Compact Call Center for one supervisor including reporting on 5 agents and 1 PC Wallbord e 1P400 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 e 1P400 CCC Designer RFA Enables a supervisor to design and customize their own reports e 1P400 CCC Rostering RFA Enables connection to thirs party agent rostering packages for CCC e 1P400 CCC EMAIL RFA Enables Email routing and reporting outbound calling web call me buttons requiers IP400 CTI Pro RFA and CCC Svr RFA e 1P400 CCC WEB CHAT RFA Enables web chat media type requires IP400 Email CTI RFA or IP400 CCC Email RFA plus IP400 CTI Pro RFA amp CCC Svr RFA e 1P400 CCC EMAIL CTI RFA Enables Email routing and reporting outbound calling web call me buttons includes IP400 CTI Pro RFA Requires CCC Svr RFA e 1P400 CCC AGT RFA 5 Enables reporting for 5 CCC agents or 5 additional CCC agents There are also 3 additional licences
6. 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 Note The wallboard position can be adjusted by sliding sideways in either direction 34 Delta Server 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 the 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 CIQ ASA MAX AGT IN OUT IDL Calls are backing up will all agents 001 10 5 1
7. 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 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 Female DB 9 Connector AN Ty 5 Rx 5 Gnd 4 Gnd 43 Table Of Contents 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 To TCD Vall display To TCD Wall display RJ45 Tx Port RJ45 Rx Port Pin 1 PN Pin 8 d Pin 8 L H RJ45 RJ45 1 1 Cable I 1 1 RJ45 Cable 0 YM PUN 0 YM BUN The diagram below shows four displays connected via the RJ45 1 1 cable in a daisy chain configuration 1 Display 2nd Display 3rd Display 4th Display Power Supply Input TX
8. 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 150 simultaneous client connections and consists of software that ensures every activity on the telephone system is passed through to these modules An example of an activity could be that an agent has logged on which would clearly impact the real time Call Center View and the Wallboard Manager software The Delta Server additionally holds a model of the 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 communi
9. n Cani 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 backing up your database Trouble Shooting 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 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 se
10. 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 ax General Sharing Security Name Leg Administrators EN3000D T 0050544 dminist ER CREATOR OWNER Leg Power Users EN3000D TO0505 Power U ER SYSTEM Leg Users EN3000D TO0505 Users Permissions Allow Deny Full Control O O Modify O O Read amp Execute O List Folder Contents O EN O Advanced Vv Allow inheritable permissions from parent to propagate to this object Cancel Apply 4 Click the Apply button and then click OK 18 Delta Server 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 Policie
11. which it stores in its flash memory The Manager program acts as the BOOTP server The BOOTP server recognizes the main unit by its MAC address this is a hardware address built into the unit at manufacture This information is obtained from a BOOTP entry which must also include the unit s IP Address and name of the software file to be sent BOOTP entries are created automatically and stored in the PC s registry Callflow A general term for a sequence of actions used to determine what facilities are offered to a caller CAPI Common Application Programming Interface CHAP Challenge Handshake Authentication Protocol CHAP An authentication scheme used by PPP servers to validate the identity of the originator of a connection upon connection or any time later CLIP Calling Line Identity Presentation Displays the calling party s number to the called party Variations include withholding CLI and displaying alternative presentation numbers ANI Automatic Number Identification is the USA equivalent CLIR Calling Line Identification Restriction CLIR Inhibits the telephone number of the IP Office being presented on an outbound call COLP Connected Line Identity Presentation COLP Displays the connected party s number to the calling party Useful where the call has been diverted away from the originally dialed party COLR Connected Line Identification Restriction COLR Inhibits the COLP service CTI Computer Telephony Integration
12. 58 Installation Glossary ANI Automatic Number Identification ANI See CLIP Assisted Transfer A call transferred from voicemail which if it returns again to voicemail will return to the previous position BACP Bandwidth Allocation Control Protocol BACP is a protocol specification for PPP that allows Multilink PPP routers to negotiate extra bandwidth dynamically over time Using BACP two routers can dynamically connect extra B channels at times of higher load then can drop the channels when they are no longer needed BACP is described in RFC2125 BDC Backup Domain Controller is a server in a network domain that keeps and uses a copy by a computer without interrupting its current or primary task For Windows NT Server domains BDC refers to a computer that receives a copy of the domain s security policy and domain database and authenticates logons Blind Transfer A call transferred from voicemail which if it returns again to voicemail will be treated as a new call BOOTP This protocol was invented when it was expensive to store software or configurations in small hosts and even more expensive to upgrade them so when the host was switched on it would ask broadcast on the LAN for its software A machine with a disk would reply and send the software Typically the BOOTP Server would send a file to the host using Trivial File Transfer Protocol TFTP The main unit uses BOOTP to obtain new versions of its operational software
13. 64 Installation 40DH0002USBG Issue 5b 1st February 2005 Compact Contact Center V5 Installation Installation Page 65 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005 Index A Agent PCs Installation i B Baud Rate fanale a Dial C Call Center Modules naar Call Center View Call Center View and Wallboard Manager CCG Applications gino tad CEC Installation aii CEG LICENSES iia dada CCC reporting associated with Voice Mail Pro RE RETTEN CCC Wallboard Installation CCV Alarm Reporter acti ila aa ari Ceiling Mounting ii Check Wallboard Operation i Cleaning Display Screen Client PC Win98 Chent PE WinNT tege ie elena lena Client PCs Installation i Comms Fallure siano geegent Eeer ege Comms REStOrE s Sieten AE Compatible External Devices nono nonnnos Computer SYStEMS iv ii A dada Connection Details D Delta Servers ira Device Propetties iii Dip S witch Details ui aaa ea Dip switch Number E Entering License Keys Event L0g Settingst c mela tlisdi alari niuale F Fifteen Agent Systems and below Forecasting sene noe RI a IR G o Lola O E Ground LOOPS imitar diras I Init Comms Se EEGEN Install CEC Applications critican iii CU Page 66 40DH0002USBG Iss
14. Database Application MSDE 2000 Installation When using MSDE 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 should be used as the database engine and not MSDE Insert the CCC Installation CD into the drive 1 From the Windows taskbar click Start select Run and then click on the Browse button 2 View the CD drive and double click the MSDE folder Select MSDEInstSP exe and double click to start the installation Select the required language for the installation and click OK to continue Enter and confirm your password for the sa database The password for this is NMYSBH Do nat tick Windows Authentication Click the OK button The installation could take up to 20 minutes Once the setup is complete reboot the PC when requested Microsoft SQL Server 2000 Installation SQL 2000 can be used instead of MSDE 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 is installed you are able to upgrade to SQL 2000 at a later date 14 Delta Server 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 optiona
15. Point to Programs Point to CCC Click Wallboard Server from the sub menu 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 8 With the Wallboard Server open from the Devices menu select Install New Wallboard The Install New Wallboards wizard appears Select the required Wallboard manufacturer Ferrograph for 10 22 Wallboards Spectrum or AdvaTel Select the required 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 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 Enter a name for the Wallboard in the Alpha Tag text box The name can contain both alpha and numeric characters Click the Finish button to save the settings Note The Spectrum and AdvaTel wallboards require a licence on IP Office 46 Delta Server Wallboard
16. 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 To remove 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 Wallboard 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 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 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 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 47 Table Of Contents Check Wallboard Operation Once you have started the Wallboard server you can check the Wallboar
17. 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 doubler 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
18. Transmit Only RJ45 Port RX Receive RJ45 Port PC running Wallboard Server 44 Wallboard ID and Bleeper Volume Control Delta Server 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 below are for ID address 1 to 8 binary The bleeper volume control is also shown Top viewed from rear 8 DIP Switch Setting for Addresses 1 8 ID 1 On lle ol DIP Switches address settings ID 2 On 1 o 2 CR 3 RO 4 MIO 5 WI D MO 7 WO 8 Mm ID 3 On 1 CM 2 OM 3 MRO 4 RIO 5 MRO 6 MO 7 WO g HO ID 4 On 1 RO 2 WO 3 OM 4 RIO 5 WI 6 MO 7 WO 8 Mm 5 on ony Om P U N SK Tum clock wise to increase volume Tum Anti clock wise to decrease volume ARABA E BARRA Boo Beeper Volume Contra EY Speaker D ID 7 ID 8 On On 1 Ci e 2 82 e 3 CR 7 BO 4 WO 4 ON 5 WI 5 mo 6 EU 6 MI 7 BO MI o WI mM 45 Table Of Contents 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 RAI Click the Start button on the Windows taskbar
19. 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 At the 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 Files Avaya IP Office CCC Click Next to continue 15 Table Of Contents 7 The Select Components menu is displayed 16 8 11 12 InstallShield Wizard x Select Components ieu Choose the components Setup will install Select the components you want to install and clear the components you do not want to install Description vi Call Center View m CCC Wallboards mM PC Wallboard m wallboard Client i bel Wallboard Server ef Delta Server El CCC Reporting This will install the Call Center View application w i Report Client Database Server Supervisor fl Report SDK fad Space Required on D 91084 K Space Available on D 4293992 K InstallShie
20. 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 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 Once the files have been moved the new applications need to be installed At the InstallShield Wizard click Next 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 Click on the Next button to start the installation When the installation has completed click on Finish and when the InstallShield Wizard has closed down reboot the PC Once Windows has restarted log back on and make sure that all of your new CCCv5 applications start Trouble Shooting 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 y
21. control units and Digit Station modules Note Not all terminals in the above range are supported on IP Office Digital Terminals Refers to Avaya terminals in the 24xx 44xx and 64xx series Supported by DT sockets on IP Office control units and Digit Terminal modules Note Not all terminals in the above ranges are supported on IP Office Dn Directory number DNIS Dialed Number Identification Service DNIS Available in US markets DNIS identifies to the called party the dialed number Can be used to identify the purpose of inbound calls Domain The part of the computer network in which the data processing resources are under common control DSS Direct Station Select A DSS key can be programmed with a number or feature code Embedded Voicemail A voicemail system stored on a memory card inserted into the IP Office telephone system s control unit Frame Relay Connections to private or public Frame Relay services such as BT FrameStream can be made via the WAN port on the rear of main unit or the WAN port of an associated WAN 3 module Both data and Voice over IP requires the use of the Voice Compression Module are supported across Frame Relay G 711 A Law 64K A VolP compression mode Each voice call is converted from analog to digital refer to G 723 and uncompressed G 723 1 6K3 MP MLQ A VoIP compression mode A real time implementation of the ITU T Multi Pulse Maximum Likelihood Quantization MP MLQ 6 4 kbps and Algebr
22. data input of each display is electronically connected to the transmit output of the PC 31 Table Of Contents 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 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 al
23. 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 Once the files have been moved the new applications need to be installed At the InstallShield Wizard click Next 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 E xi Select Components e Choose the components Setup will install Select the components you want to install and clear the components you do not want to install Mr Description Jl CCC Wallboards This will install the Call Center PC Wallboard View application Wallboard Client y Wallboard Server eof Delta Server kl CCC Reporting i Report Client Database Server Supervisor
24. utilising 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 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 ab
25. which lead off from the main RS485 cable to a wallboard should be kept to less than one metre long 40 Delta Server Spectrum 4120C Wallboard Introduction 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 Baud Rate 9600 only 8 4 kg Dimensions L 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 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 41 Table Of Contents Advatel TDC226C Wallboard Introduction 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 240 110V manually switchable on separate PSU Wattage 120W Baud Rate 9600 only Dimensions L 1207 xD 60 x H 125 mm Ad
26. 016 6 1 Hesse return te their desks 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 35 Table Of Contents 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 Connection Details The external 6 pin DIN connector is located adjacent to the Mains 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 es 2 O Pin 1 6 pin DIN Buzzer ve terminal Buzzer ve termi
27. 02USBG Issue 5b 1st February 2005 Compact Contact Center V5 Installation PPP Point to Point Protocol PPP This is a Protocol for communication between two computers using a Serial interface typically a personal computer connected by phone line to a server For example your Internet service provider may provide you with a PPP connection so that the provider s server can respond to your requests pass them on to the Internet and forward your requested Internet responses back to you PPP uses the Internet protocol IP and is designed to handle others It is sometimes considered a member of the TCP IP suite of protocols Relative to the Open Systems Interconnection OSI reference model PPP provides layer 2 data link layer service Essentially it packages your computer s TCP IP packets and forwards them to the server where they can actually be put on the Internet PPP is a Full Duplex protocol that can be used on various physical media including twisted pair or fibre optic lines or satellite transmission It uses a variation of High Speed Data Link Control HDLC for packet encapsulation PPP is usually preferred over the earlier de facto standard Serial Line Internet Protocol SLIP because it can handle Synchronous as well as Asynchronous communication PPP can share a line with other users and it has error detection that SLIP lacks Where a choice is possible PPP is preferred PPTP Point to Point Tunneling Protocol PPTP This is a Proto
28. AVAYA Compact Contact Center V5 Installation 40DH0002USBG Issue 5b 1 February 2005 Table of Contents ad ee e Eed ss calli aiar 5 ET TE WE 5 e A ee ana 6 ADOUtihiS Manlal corto te il IALIA a i 6 Ovelview OT COG ihe terna larisa 7 Fifteen Agent Systems and below screen ai 8 Systems above Fifteen Agents iii R 9 Installing COC o si 10 A a 10 Standalone Server amp Agent e ili ita 10 Server Client 8 Agent POS riren ier ee aree a nono nono KEEKEEKE eE EEEE E aaaeei 10 SN UE 11 Server Hardware Requirements nono nono ttnet tann nann E EnEn Enn E Enn E EEEE nn 11 Software Requirements for CCC Server S coiommioiionocinineninnscnrrc a 11 Windows 2000 3 Modifications nn aa aat aea aa 12 IS IT AON iii oidos 12 Event Log SAI alleluia i 13 Install Database Application ttr rttn rttr t tnntttntttntttnEtEAEEEEEEEEEEEEEEEEEEEE EEE EEEEEEEEEEEEEEEEEE EEEE 14 Installation of CCC Components espets ae Ri 15 Server ET de BEE 15 ACCESS PErMISSIONS inen a alal a 18 Logon Requirements iaia ainsi 19 Client Pre requisites i 19 Client Hardware Specifications nono nono nono nono nn nro nnn nn nnnn nan n nan nnnnnnnnnnns 20 Software Requirements for CCC Cliemt S EE 20 Client Software Modifications no nonononnnnnnnn noc E nn cnn nn nr nn ie aaee 20 Client PGs Installation ici a a ara 20 Agent PCs Installation acusan e 20 IP Office Re
29. CCC Server s i 11 Spectrum 4120C Wallboard cui A ii does 41 Installation Page 67 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005 Starting CCC User ACCESS A A A an A A A ibid 49 System Specification Computer SYSTEMS A didas 11 Expansion E EE 11 System Bee A data 11 System Ee EE e 11 Systems above fifteen AMS inicia aio a db IA dE 9 T Telephone System Nammge CEET 23 Reporting AA testets stantes estantes teares Stenta s testant esesten seanns stes ee seene 25 Requirements arl aaa a ee ee ati 21 Telephone System raren iraner a E 21 23 25 ARAA tele e ER E 30 39 U Use of this Mantal cto ea ia Lea aaa ilaria 6 V View Active PC Wallboard sss cir peli iaia a elena aaa 48 W Wall Mounting alain o 27 Wallboard 10 Ceiling Mountmnig Lore Lunari ana ana e air 28 TOTO UCM At A A AA aaa dvi ivabent iE 26 MAIN EE 32 KETTEN 27 War es di 26 27 28 32 Wallboard 22 A eege EE die ER COME eebe e III EEE PRI dE E E EE 38 Trista Patrons fila li an iui ali EE Ee ALM at ne aid es eae 34 rise ene EEN 33 A ER NN 37 KENE TEE 34 Walla EE EE 33 34 35 37 38 KE RRE 47 Wallboard Properties areale ia ella 47 Wallboard VA Liliana Meli lele enni alari 47 Wallboard Server Clienti a aura liu aid 58 Wallboard Terminal Box RJ45 Connector Pin Out Details 38 Windows 2000 Modifications cocaina NT REA AA as 12 Workforce Management Interface yc linia ae i Cia vag no 5 Page 68 Installation 40DH0002USBG Issue 5b
30. 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 Fh 10 50 me 1 Double click on the CCC User Access Icon showing on the toolbar If this is not visible double 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 BER User Identification User Name Admin Password p Update New Password About Exit 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 n Call Center Yiew File Profile System Admin View SetUp Help Si 8 alal el ele 21 ol i Administrator Administrator Acme Site 1 Avaya 49 Table Of Contents Delta Server Introduction
31. DXArchiver 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 e 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 Delta Server 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 continue Enter the CCC Server name when requested Click Next to continue 14 The setup continues with the Database Management components being installed 15
32. 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 1P403 406 412 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 Installation instructions for Software levels below 5 0 are contained in previous Issue of this Manual E g Installation instructions for CCC Software level 4 0 are contained in Issue 4 This 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 lc 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
33. Server 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 3rd Party Voice Mail Answered if Voice Mail connects lost by Voice Mail if caller hangs up before Voice Mail can answer 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 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 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 rec
34. The InstallSheild wizard complete screen will appear Select the option Yes want to restart the computer now option and click on the Finish button 16 The Delta Server needs to configured 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 tick 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 a Close Delta Server b 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 Re start the Delta Server application Start Programs CCC Delta Server Click on Archiver in the Toolbar Pane All the details should be completed and the Archiver shown as connected o opp 17 Close all programs and re boot the PC 17 Table Of Contents Access Permissions Once CCC has been installed
35. a technology that acts as an electronic bridge connecting telephones or switches with computers CTI controls or coordinates business processes and related applications through the exchange of commands and messages between computers and telephone systems DDI DID MSN Direct Dial In DDI DID and Multiple Subscriber Numbering MSN are telephone company services that can be subscribed to Call destinations can therefore be passed down the ISDN line and the system can use this information to deliver the calls to their final destination perhaps individuals or departments DHCP Dynamic Host Configuration Protocol a standards based protocol for dynamically allocating and managing IP addresses DHCP runs between individual computers and a DHCP server to allocate and assign IP addresses to the computers and also limits the time computers can use the address When time expires on the use of the IP address the computers contact the DHCP server again to obtain an address Installation Page 59 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005 Installation DiffServ DiffServ RFC 2474 is a TCP IP quality of Service mechanism used to ensure that IP packets are prioritized according to their importance e g prioritization of voice packets over data packets Prioritization is based upon the Type of Service ToS field in the IP header Digital Stations Refers to Avaya terminals in the 20xx series Supported by DS sockets on IP Office
36. aic Codebook Excited Linear Prediction ACELP 5 3 kbps speech coding algorithms The G 723 1 speech coder operates upon 30 ms frame of digitized telephone bandwidth speech signals sampled at 8 kHz The frames are divided into four 7 5 mSec subframes of 60 samples each Each frame of 240 input samples is converted into 12 16 bit word of compressed data at the high rate or 10 16 bit words of compressed data at the low rate The Voice Activity Detection Comfort Noise Generation VAD CNG specified in Annex A to ITU T G 723 1 is fully implemented and may be used to further reduce the average bit rate G 726 ADPCM 16K 32K A VolP compression mode Each voice call is compressed using the standard ADPCM compression technique refer to G 732 This algorithm uses 16 000 or 32 000 bits per second G 729 a 8K CS ACELP A VolP compression mode A fully compliant real time implementation of the ITU T fixed point conjugate structure algebraic code excited linear prediction CS_ACELP speech coding algorithm The CS ACELP operates at 8kbps The coder processes 10 m Sec frames of speech sampled at an 8 kHz rate which together with a 5 mSec look ahead results in a total algorithmic delay of 15 mSec For each frame of 80 samples of 16 bit linear PCM data the coder outputs five 16 bit words Applications using the G 729 vocoder include digital telephony satellite and wireless communications and Voice over Frame Relay VoFR Gatekeeper An H 323 entity that provid
37. brackets are the correct way up See the diagram below CAVITY CAVITY FIXING WALL 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 27 Table Of Contents Ceiling Mounting 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 Drill a hole 6mm Drill Push the cable through in diametre in the the end of the small tube ceiling Insert then through the eye of brass raw plugin Fal the bolt in the ceiling the hole Screw Feed the cable back the long threaded through the small tube eye bolt into the and tighten the two plug Secure the screws The cable is bolt to the ceiling now secured Trim off with the nut 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 28 Delta Server Serial Connection and Co
38. cation 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 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 50 Installation Upgrade Procedure Overview Multi Media 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 uninsta
39. col set of communication rules that allows corporations to extend their own corporate network through private tunnels over the public Internet Effectively a corporation uses a wide area network as a single large local area network A company no longer needs to lease its own lines for wide area communication but can securely use the public networks This kind of interconnection is known as a virtual private network VPN Presumed User Some actions presume who the user associated with a call is from factors such as the original target extension or mailbox of the call This allows those action to be used in modules without having to specify the mailbox on which they should act Proactive List Manager The Proactive List Manager module facilitates the importing and assignment of outbound calling lists to Proactive Campaigns It provides the administrator with the ability to manage outbound Proactive Campaign Lists It furnishes the tools to create draft calling lists attach them to campaigns and run the campaigns Reporting The browser based Reporting module provides complete enterprise management reporting through textual and graphical reports These reports provide enterprise managers with a record of every step in the customer interaction process and allow them to view and analyze how effectively interactions are being handled and how resources are being deployed The reports can also provide a better understanding of how their operation and pe
40. crosoft s Window s Open Service Architecture WOSA Allows programs and devices to send emails via email clients if those clients support MAPI ML PPP Multilink PPP ML PPP is a standard based on the original PPP standard that allows a router to open a number of different connections to a remote router ML PPP defines a way to divide up the data and send it down multiple paths in such a way that the remote router can put the pieces back in the original order on reception The main justification for ML PPP is bandwidth allocation sometimes known as Bundling or Bonding The application only sees one logical link giving a bandwidth of say 256Kbps even though there are actually four B channels connected between the two sites This is achieved by adding an additional data header on each packet sent For example if a router has an ISDN BRI interface it could transfer data at 64 Kbps on one B channel but then in times of higher load could connect extra B channels and so have an aggregate rate of 128 Kbps and above There is a new standard for the PPP protocol called BAP Bandwidth Allocation Protocol which enhances the ML PPP specification by making sure that all vendors implement the same rules for when extra channels are connected and when they are disconnected NAT Network Address Translation NAT is a mechanism that allows you to hide internal IP addresses from external networks You may have an established network using your own numb
41. de Web HTTP HyperText Transfer Protocol the application protocol for moving hypertext files across the Internet The protocol requires an HTTP client program on one end of a connection and an HTTP server program on the other IIS Microsoft Windows Internet Information Server IIS lets you set up a web site Control and manage it remotely through the internet assuming that you have the necessary privileges and a Web browser Internet Protocol IP The Internet Protocol IP is the method or protocol by which data is sent from one computer to another on the Internet Each computer known as a host on the Internet has at least one IP address that uniquely identifies it from all other computers on the Internet When you send or receive data for example an email note or a Web page the message gets divided into little chunks called packets Each of these packets contains both the sender s Internet address and the receiver s address Any packet is sent first to a gateway computer that understands a small part of the Internet The gateway computer or router reads the destination address and forwards the packet to an adjacent gateway that in turn reads the destination address and so forth across the Internet until one gateway recognizes the packet as belonging to a computer within its immediate neighborhood or domain That gateway then forwards the packet directly to the computer whose address is specified Because a message is divided into a number
42. ds 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 button ifthere 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 48 Delta Server Starting 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
43. eated 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 51 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005 Table Of Contents 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 View the CD drive and double click the MSDE folder Select MSDEInstSP3 exe and click on the 52 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 Open button Click the OK button to continue Select the required 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
44. eer agrees upon packet size limits and looks for common mis configuration errors Basically the LCP packet checks the telephone line connection to see whether the connection is good enough to sustain data transmission at the intended rate Once the LCP packet accepts the link traffic can be transported on the network if the LCP packet determines the link is not functioning properly it terminates the link LCP packets are divided into three classes 1 Link configuration packets used to establish and configure a link 2 Link termination packets used to terminate a link 3 Link maintenance packets used to manage and debug a link Installation Page 61 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005 Installation LDAP Lightweight Directory Access Protocol a protocol used to access a directory listing LDAP support is being implemented in Web enabled and E mail programs which can query an LDAP compliant directory LDAP has become the Internet standard for directory infrastructure and is expected to provide a common method for searching E mail addresses on the Internet MAC address The address of a device identified at the media access control MAC layer of the network architecture PDC Primary Domain Controller For a Windows NT Server domain the computer that authenticates domain logons and maintains the security policy and the master database for a domain MAPI Messaging Application Programming Interface Part of Mi
45. ering scheme and would like to access the Internet There are many cost effective Internet Service Providers ISP but they want you to use a different IP address By using NAT between your machine and their network everyone is satisfied without any need to renumber your network An additional benefit is that all your machines can use the NAT facility and access the Internet via the one address NAT is the translation of an IP address within one network to a different IP address known within another network One network is designated the inside network and the other is the outside Typically a company maps its local inside network addresses to one or more global outside IP address and unmaps the global IP address on incoming packets back into local IP addresses This helps ensure security since each outgoing or incoming request must go through a translation process that also offers the opportunity to qualify or authenticate the request or match it to a previous request NAT also conserves on the number of global IP addresses that a company needs and it lets the company use a single IP address in its communication with the world NU Number Unobtainable PAP Password Authentication Password PAP is a method for verifying the identity of a user attempting to log on to a PPP server PAP is used if the password is to be sent without encryption PDF Portable Document Format The file format used for Adobe Acrobat files Page 62 Installation 40DH00
46. es address translation controls access and sometimes bandwidth management to the LAN for H 323 terminals Gateways and Multipoint Control Units IP Office units can register themselves with multiple external H 323 gatekeepers GUI Graphical User Interface Page 60 Installation 40DH0002USBG Issue 5b 1st February 2005 Compact Contact Center V5 Installation H 323 VoIP Allows voice and data traffic to be networked between systems Connections between platforms across the WAN at speeds up to 2 048Mbps in conjunction with the Voice Compression Module or across the LAN at 10 or 100 Mbps Multiple WAN links maybe supported utilizing the optional WAN 3 module s Also allows telephone calls to be made from PCs running Microsoft s NetMeeting when fitted with a sound card speakers and microphone or combined headset microphone Calls can be made between PCs or to standard analog or digital telephones Please note that at this point in time we do not consider NetMeeting to offer a Toll Quality voice service The addition of the IP Telephony Extensions to the H 323 Gateway protocol allows physical H 323compliant IP Hardphones and PC based IP Softphone applications to make and receive phone calls H 450 VolP Supplementary Services H 450 provides extended features within H 323 based VolP networks similar in concept to QSig within ISDN HTML HyperText Markup Language the authoring language used to create hypertext documents for the World Wi
47. f installing on a PC with 2 processors Click Continue The file installation process begins At the Setup Complete screen click Yes want to restart my computer now and then click Finish 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 Select SQL Server 2000 Components select Install Database Server and then setup prepares the SQL Server Installation Wizard At the Welcome screen click Next At the Computer Name screen Local Computer is the default option and the local computer name appears in the edit box Click Next At the Existing Installation screen click Add components to your existing installation and then click Next 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 In Start Copying Files dialog box click Next and In the Setup Complete screen click Finish 57 Table Of Contents Trouble Shooting CCC Installation 1 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 When shutting down a Server PC ensure that all CCC applications are closed before shutting down
48. ical 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 installed the Access Permissions need to be amended Note Ensure that Call Center View is unticked This can only be unticked once the CCV Alarm Reporter has been unticked 20 Delta Server 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 If Internet Explorer is on the same PC or server as
49. individual packets and waits until they have arrived to forward them to you as a single file TCP is known as a connection oriented protocol which means that a connection is established and maintained until such time as the message or messages to be exchanged by the application programs at each end have been exchanged TCP is responsible for ensuring that a message is divided into the packets that IP manages and for reassembling the packets back into the complete message at the other end In the Open Systems Interconnection OSI communication model TCP is in layer 4 the Transport Layer TCP IP Transmission Control Protocol Internet Protocol is a networking protocol that provides communication across interconnected networks between computers with diverse hardware architecture and various operating systems Trusted Location This is a location from which the System will allow data access e g a user dialing in from home or access to Voicemail without a Voicemail Code e g a user collecting their Voicemail messages from a mobile or the location the Voicemail Server will call to inform the user of a new message UDP User Datagram Protocol UDP is a very basic protocol that provides an alternative to TCP for IP packet transfer UDP is inherently unreliable in that it does not open connections before it sends data and does not number or sequence its datagrams in any way Packets can therefore arrive out of sequence get lost or get duplicated UDP
50. is suitable for those applications which do not require reliable packet transfer such as BOOTP and SNMP URL Universal Resource Locator is an address that can lead you to a file on any computer connected to the Internet V 110 V 120 V 110 and V 120 are ITU Protocol standards which support the transport of an RS232 V 24 V 28 interface and asynchronous characters across a link Thus simple terminals of between 50bps to 19 2Kbps can be connected to the TA RS232 V 24 port and communicate over a B channel V 120 offers enhancements over V 110 in that it uses a LAPD like protocol on the B channel so it is possible to support a number of multiplexed low speed devices over one channel i e V 120 makes better use of the bandwidth Voice Compression Module Support for the optional Voice Compression Module allows voice calls to be networked between Systems when WAN links are used Five compression algorithms are supported from 64kbp to 6 3kbps while the Voice Compression Module also provides echo cancellation where voice calls between systems are then broken out on to the public network Support is provided for the 5 10 and 20 channel variants of the Voice Compression Module VoIP Voice over Internet Protocol VoIP The technology used to transmit voice conversations over a data network using the Internet Protocol VPIM Voice Profile for Internet Messaging Allows different voice messaging systems to exchange voicemail over the internet Page
51. ity 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 requirements 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 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 11 Table Of Contents Windows 2000 3 Modifications On a machine with Windows 2000 3 already installed you must perform all of the following 1 2 The network protocol must have TCP IP enabled Ensure that the Regional Options are set e g for USA set it to E
52. l PC wallboard 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 e IP Office Address e CCC Server Name The name of the machine that CCC is being installed on e SMTP Server Name and Email Address Required if reports are being distributed by email e CRM Host Name e SQL Server Name The name of the machine that the database is installed on Note 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 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 InstallShield Wizard will run If the installation is being carried out on a Windows 2000 server a message will
53. l switch settings comply with system requirements for baud rate and wallboard network address number 32 Delta Server Ferrograph Wallboard 22 Introduction 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 220 240V AC OR 110V AC Check label on rear of wallboard RE wm e __ mme AS 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 e Housing A housing that is manufactured from an aluminum extrusion with anti reflective polycarbonate screen and removable plastic end caps e 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 e Logic Control Board Logic control board that receives RS485 serial data from the data RJ45 connector e 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 the next display board etc Each display board consist
54. ld lt Back Cancel Choose the appropriate applications for your Server Client configuration tick un tick 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 Click Next to continue The installation of the requested setup will start 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 Installation will start Amessage will appear showing that the database devices are being created 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 e PBXtab Enter the IP Address of the IP Office that contains the licence information e Database tab Allows the name of the machine containing 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 S
55. le 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 individual 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 Web Chat E mail and Web Call Back communications For installation of MultiMedia Module refer to the separate Installation Manual Installation Page 5 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005 Table Of Contents Use of this
56. lect Backup Database The following screen will appear If there is anything listed in the Destination box select it and click on Remove SQL Server Backup SDXArchiver a xi General Options Database SDXArchiver Name 5DxArchiver backup Description Backup Database complete Database differential Cc Tiran action log E EES Bee Destination Backup to Tape Disk C ADOCUME 1 ADMINI 1SLOCALS 14 Add Remove gt Contents Overwrite Ce Append to media C Ovenwrite existing media Schedule TT Schedule E Cancel Help 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 53 Table Of Contents Backup CCC files The operator profiles used for Call Centre View the wa
57. ll 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 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 cr
58. llboard files any custom reports 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 CaliCentreView 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 Ifthere were any reports scheduled to print via the Report Scheduler then resta
59. ls 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 totaling 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 24 Delta
60. med 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 to 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 Acces
61. n 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 Ifthe 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 Client Pre requisites 19 Table Of Contents Client Hardware Specifications Each Client PC must meet the minimum requirements as follows e Pentium 800MHZ or higher with a 7 200rpm gt 10GByte hard disk e Minimum 128 Mbytes of RAM Monitor 15 or optional 17 SVGA supporting 800x600 Keyboard Floppy Disk Drive A 3 5 1 44 Mb high density optional CD ROM Drive Backup Device Minimum 30GB Digital Drive optional Software Requirements for CCC Client s A CCC Client PC needs to have one of the following operating systems installed e Microsoft Windows 98 2nd edition e Microsoft NT4 Workstation with service pack 6 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 crit
62. nal 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 FEC143 400 FEC143 402 FEC143 403 36 Delta Server Periodic Maintenance and 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 righ
63. nfiguration 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 rates can be done by following the sections below but changing the dip switch settings as per the diagram below Front of display i E fi I A a L 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 Dip switch Number OFF position represents 0 ON position represents 1 Address n 5 o ajOo O O O 2 O O O O 29 Table Of Contents 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 9600 Ensure the Baud rate is set to 9600 Test Functions Test functions are provided to assist installation engineers These are selected on the dip s
64. nglish United States and that the Time is set to local time 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 IIS Installation To install IIS on a Windows 2000 operating system 1 DOTE UN 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 Note The original Operating System media CD may be required To install IIS and ASP NET on a Windows 2003 operating system 1 DO NE ODE OV 200 10 11 12 13 14 15 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 Ensure that World Wide Web Server is selected and click OK Click the Details button Ensure that World Wide Web Server is ticked Click OK to ret
65. of packets each packet can if necessary be sent by a different route across the Internet Packets can arrive in a different order than the order they were sent in The Internet Protocol just delivers them It s up to another protocol the Transmission Control Protocol TCP to put them back in the right order IP is a connection less protocol which means that there is no established connection between the end points that are communicating Each packet that travels through the Internet is treated as an independent unit of data without any relation to any other unit of data The reason the packets do get put in the right order is because of TCP the connection oriented protocol that keeps track of the packet sequence in a message In the Open Systems Interconnection OSI communication model IP is in layer 3 the Networking Layer IP Internet Protocol The network layer of TCP IP containing the network address iPhone iPhone is a service that applies telephony rules ISP Internet Service Provider A business that supplies Internet connectivity services to individuals businesses and other organizations LAN Local Area Network LCP In the Point to Point Protocol the Link Control Protocol LCP establishes configures and tests data link Internet connections Before establishing communications over a point to point link each end of the PPP link must send out LCP packets The LCP packet either accepts or rejects the identity of its linked p
66. ommended 25 Table Of Contents 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 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 Voltage Check label on rear of wallboard Wattage 35W Cold Start Inrush Current 30A for up to 6ms II LC wa fe epes Jpenmme 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 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 requirement 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 26 Delta Server 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
67. operating the CCC ie I e CCC System Supervisor s e CCC system Administrators 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 Delta Server 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 IP Office Multtiviacia Module Wallboards a r S P Ferrog raphi 0122 i en E e uan Refer do separate Mardi Spectrum Event Stream AdvaTel TCD 2260 7 Delta Server Archiver T Wallboard Manager Report Server Wallboard Wallboard Pe Report Client Server Client Wallboard web page Installation of CCC on IP Office requires licenses to enable the various modules For systems of up to 15 agents the CCC modules can be installed on a stand alone Server PC For systems of more than 15 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 Table Of Contents Fifteen Agent Systems and bel
68. orts CV Alarm Reporter Application Database Server Supervisor Allows maintenance plans to be Ecg Workforce Management Interface Application Server Client 8 Agent PCs If you have a CCC installation of more than 15 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 PCs Supervisor Position Wallboard Server Application Call Center View Application PC Wallboard PC Wallboard Application Report Server Installs historic database Wallboard Client Application Delta Server Application Report SDK CCV Alarm Reporter Application Used when designing Crystal Reports Workforce Management Interface Application Notes Database Server Supervisor Allows Report Client Installs CCC Reporter maintenance plans to be created backed up and restored e Ifthe Wallboard Server is installed then the Wallboard Client is not required e Report Server is not available for installation until IIS has been installed e The Database Server Supervisor requires MSDE 10 Delta Server Server Pre requisites Server Hardware Requirements Each Server PC must meet the minimum requirements as follows e Pentium 2 0GHzor higher with a 7 200rpm 40GByte hard disk e Minimum 256 Mbytes of RAM Monitor 15 or optional 17 SVGA supporting 800x600 Keyboard Win 2000 2003 Compatible Floppy Disk Drive A 3 5 1 44 Mb high dens
69. our CD ROM drive If the compact disk does not auto run double click Autorun exe in the root directory of the compact disk Select SQL Server 2000 Components select Install Database Server and then at the Welcome screen click Next In the Computer Name screen Local Computer is the default option and the local computer name appears in the edit box Click Next 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 8 At the Upgrade screen you are prompted as to whether you want to proceed with the requested 10 11 12 13 14 15 16 17 18 upgrade Click Yes upgrade my SQL Server Tools and Data and then click Next At the Connect to Server screen select the SQL Server System administrator login information SQL Server authentication Ensure the Enter sa Password field is empty and then click Next At the Start Copying Files screen click Next 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 i
70. ow The Compact Contact Center Manager comprises a suite of tightly integrated modules installed on a Server PC platform running Windows 2000 2003 The CCC Manager may be installed either with or without Voice Mail Pro The following lists the modules included within the CCC Manager which are designed to run concurrently on the Server PC e CCC Server PC e Delta Server e 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 15 agents and below without a Voice Mail Pro Physical Wallboard Calls Waiting IP Office RS485 CCC Server Client The following diagram shows the Compact Contact Center Manager connectivity for systems of 15 agents and below with a Voice Mail Pro present Physical Wallboard Calls Waiting IP Office VoiceMail Pro Server PC fi aim CCC Server Client Manager Software Delta Server Systems above Fifteen Agents The Compact Contact Center Manager supports 21 concurrent supervisor positions known as Client PC s It may be installed either with or without a Voice Mail Pro The following details where the applications reside Call Center View Delta Server Wallboard Client Repo
71. quirements i ca lalla 21 OVEMIOEWI ta ne Aa A Ee EEE 21 AA A NEAR AIR AREAS AIAR ERO RNA 21 Entenng License EN ER Naming Directory Nmb e S eege SEENEN 23 Mailbox Set Upa AA 23 Gro p Reporting ra TRINO AR TR 24 IP Office in the Contact Center Environment 24 Call Center View and Wallboard Manager 24 PREPOM MANAGE rain ti dd a A doo adds 24 CCC reporting associated with Voice Mail Pro catan 25 Login CodeS merie eana Hct eed asia setts cilea A EE EEEE EA radicati e EEE 25 Wallboard Installation amp Maintenance cccccccccccccncccncccnnnnnoncnnncnonononononenonnnnnnnonenonnnnnnenennns 26 A e ina aaa a aida pala ta a ita atei 26 Fefragraphi Wallbearfd10 o till IS ia EE 26 A ina se e a ae eed hike ued espe 26 Wal Mounting ail ai ian 27 Calling Mou 28 Serial Connection and Configuration liane 29 SECURE ERRE TOI 31 Periodic Maintenance amp Inspechon i 32 Ferrograph Wallboard 22 sella leali elia 33 A la ahi ai La n 33 installations re Ra RR VARONE RR RO A 34 A irpini iaia iO pags afidi 34 sl RR RR e O IA 35 RS485 Serial OTI eegene et a ie ai a i 35 Table Of Contents NetWork Ade ose illa A lo la ET 35 Additional Equipment iia lio n A OL ata 36 Periodic Maintenance and Inspection EEEn 37 Serial Connection 8 Dip Switch Details nono nono nono n ono nono nnnnnnnnnnnnnnnnnnnos 38 RS485 Communication SystemS seier erger iridati ie 40 Spectrum 4120C Wallboard
72. rformance affects your networks resources and people Resource Manager The Resource Manager administration module consists of components that enable you to add queues define interaction results and assign human resources to all from a single unified console Resource Manager has a user friendly Microsoft Explorer look and feel interface RSVP RSVP Resource Reservation Protocol is a protocol that allows channels or paths on the Internet to be reserved for the multicast one source to many receivers transmission of video and other high bandwidth messages RSVP is part of the Internet Integrated Service IIS model which ensures best effort service real time service and controlled link sharing The basic routing philosophy on the Internet is best effort which serves most users well enough but isn t adequate for the continuous stream transmission required for video and audio programs over the Internet With RSVP people who want to receive a particular Internet program think of a television program broadcast over the Internet can reserve bandwidth through the Internet in advance of the program and be able to receive it at a higher data rate and in a more dependable data flow than usual When the program starts it will be multicast to those specific users who have reserved routing priority in advance RSVP also supports unicast one source to one destination and multi source to one destination transmissions SNMP Simple Network Managemen
73. rt Server Report Client Wallboard Server PC Wallboard Database Server Supervisor CCV Alarm Reporter Workforce Management Optional The diagram below shows the Compact Contact Center Manager without a Voice Mail Pro being installed Physical Wallboard IP Office 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 Voice Mail Pro present IP Office Physical Wallboard nananana poa ahaa recai e eh a VoiceMail Pro Server PC Lem e CCC Server CCC View Client Reporter Server and Wallboard Reporter Wallboard Server Software and UserAccess Table Of Contents Installing 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 performed all the Server 8 Client Pre requisites Standalone Server 8 Agent PCs If you have less than 15 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 all Center View Application PC Wallboard PC Wallboard Application Wallboard Server Application Delta Server Application Report Server Installs historic database created backed up and restored Report SDK Used when designing custom reports in Crystal Rep
74. rt the Report Scheduler and make 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 ARCHIVERSQL 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 54 Trouble Shooting Install CCCv5 Applications 1 2 8 From the Windows taskbar click Start select Run and then click on the Browse button View the CD drive and double click
75. s Dt ees es 23 Table Of Contents Group Reporting When configuring it is important to understand how calls are attributed to groups on the Call Center View Wallboards and Report Manager 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 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 Cal
76. s of decoding and LED row and column circuitry which drives the LED matrix consisting of 18 5x8 LED blocks 33 Table Of Contents 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 channel 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
77. s select User Rights Assignment 3 Right mouse click on Change the system time and select Security Gr Local Security Settings Pils E I Action View Il e alm x E 2 Tree Re Access this computer from the network W2KPROVWAM_W2KPRO Administrators Security Settings H E Account Policies Ra Act as part of the operating system G9 Local Policies Re add workstations to domain iG 69 Audit Policy le up files and directories Backup Operators Administrators 63 User Rights Assigr isa Bypass traverse checking Everyone Users Power Users Backup Op GQ Security Options Change the time Power Users Administrators H Q Public Key Policies 82 create a pagefile Ee Administrators ER IP Security Policies on 23 Create a token object Help 23 Create global objects Administrators SERVICE 2 Create permanent shared objects 83 Debug programs Administrators Rg Deny access to this computer from the network 19 Deny logon as a batch job 23 Deny logon as a service 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 Fa E a Change the system time Local Effective Assigned To Policy Setting Policy Setting Administrators E Power Users E Authenticated Users NM O 7 Click OK Note This setting can be set at a Domai
78. t 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 37 Table Of Contents Serial Connection Dip Switch Details Wallboard Terminal Box RJ45 Connector Pin Out Details MENESES 6 Sign Tx Output Sign Rx Input Pin out Connections Wallboard x RJ45 Socket Wallboard x 1 RJ45 Socket 87654321 87654321 Pins from 2 to 7 should be connected identically from all RJ45 boxes to all others Dip Switch Details Network Address OFF Position Represents 0 ON Position Represents 1 sw OE H Oo 0 a 0 A A H H H Ge 0 38 Delta Server Baud Rate Dip Switch Settings are Ensure the Baud rate is set to 9600 Test Functions ON ON 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 e Yellow Text Software Version Sign Type e Green Text Network Number e Red Text Baud Rate 39 Table Of Contents RS485 Communication Systems
79. t Protocol SNMP A method of communication between a network monitoring agent and a network management application to provide information regarding its operational status SQL Structured Query Language is a database language used for creating maintaining and viewing database data Standard Voicemail Also called Voicemail Lite Provides basic voicemail operation for the telephone system The Voicemail Pro Server contains all the same functions as Voicemail Lite TAPI Telephony Application Program Interface Installation Page 63 Compact Contact Center V5 40DH0002USBG Issue 5b 1st February 2005 Installation TCP Transmission Control Protocol TCP is a method protocol used along with the Internet Protocol IP to send data in the form of message units between computers over the Internet While IP takes care of handling the actual delivery of the data TCP takes care of keeping track of the individual units of data called packets that a message is divided into for efficient routing through the Internet For example when an HTML file is sent to you from a Web server the Transmission Control Protocol TCP program layer in that server divides the file into one or more packets numbers the packets and then forwards them individually to the IP program layer Although each packet has the same destination IP address it may get routed differently through the network At the other end the client program in your computer TCP reassembles the
80. 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 software e The features and software being enabled 21 Table Of Contents 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 2 Start IP Office Manager and load the system configuration 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
81. to enable 10 20 or 50 CCC agents e 1P400 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 e 1P400 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 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 Save as to save a copy of the configuration onto the PC from which you are programming 22 Delta Server 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 unna
82. ue 5b 1st February 2005 Index Installation Compact Contact Center V5 Installation Install Database Apple ra 14 EAN EE 15 Installation spoilers 34 Installation of CCE Components v iii 15 Introduction ai i ati 10 26 33 50 IP Office in the Contact Center Environment 24 L Latinching Delta Svetlana 50 LED Tumination Test Inspection a a a aia 32 37 LED Matrix Scanning mspectioni i acari Aaa 32 37 A anulare ale Ee Oa 21 22 Limitations Above 15 Agents inorridire 9 Below l5 Agents lati ilaele lia e a Labini 8 Emitido iaia Miletto i iii lele anale ia 8 9 TsO SIM Es 25 M Mailbox SUP A rho er Soins aa Seba dd 23 MSDE BT EE 52 N Naming Directory Numbers iia di DA AE EE A ariani 23 NASA 35 O Overview COC E ee EE 10 Compact Contact Centrico a AA SARI 7 PE Configuration iaia iras daneses cias 11 A e Ekel tele ee eretta 7 10 11 21 51 OVEIVIEW OF ee rt Ra 7 P PE Wallboards ad roo E 5 Pin ouri ETH DOSEN EEN EE EE 38 AA O AEEA LO Ei e EE 57 R Report Designer EE 5 Report Mania cer eege AT cb ele ad ie ARA Iii ili iii ii ch ie 5 24 ROSA A geet EE 5 RISA A A E A a Aa Lea 31 RS485 Soral ET A iena iena 35 A eebe ugereegt eeschte ee a sale 5 Server PC E E ito eli E EEN 10 REEL TE odo Odd tone 15 Server EE 10 15 ServeriPC sta as 15 Software Applications Saa EE 10 Software Applications ara ALA EEEE AAA eege 10 Software Requirements for CCC Client S ii 20 Software Requirements for
83. urn to the Internet Information Services IIS screen Click OK to return to the Application Server Screen Click Ok to return to the Windows Components screen Click Next to being the installation Note The original Operating System media CD may be required 12 Delta Server 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 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 Click Start highlight Programs and then Administrative Tools Click on Event Viewer In the left hand pane right click on System and select Properties Tick Overwrite Events as needed In the left hand pane right click on Security and select Properties Tick Overwrite Events as needed In the left hand pane right click on Application and select Properties Tick Overwrite Events as needed Click OK and exit the Event Viewer 13 Table Of Contents Install
84. vaTel 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 documentation supplied with the Wallboard Additional information on this wallboard is available via http www 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 equipped with an internationally acceptable IDC connector e The wallboard is equipped with a bleeper volume control 42 Delta Server Hardware Connections The following diagram below shows the connections to the TCD266C Wallboard End View of Wallboard Power Supply Input Transmit Only RJ45 Port d Receive E RJ45 Port Hot Used U 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 DBY pin Transmit Receive ports PC Communications
85. witches Test functions are selected using switches 7 and 8 If switch 7 and 8 are OFF at power reset Stripes Normal Operation OFF OFF If switch 7 and 8 are ON at a power reset EE Alternating ON OFF Blocks of LED s Freeze Display OFF 30 Delta Server 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 FI cr II i P FX DATA IN DATA TX SIGNAL DATA R RX IN DATA OUT GROUND OUT DATA OUT i RX TX GND ii GROUND DATA HOST i COMPUTER WALLBOARD WALLBOARD The installation technique is that

CCC Installation

Contents

Download Pdf Manuals

Related Search

Related Contents