3Com EXCHANGE CALL CENTER Quick Installation Guide
3Com® eXchange Call Center Quick Installation Guide
Version 4.33
http://www.3com.com
Part Number: 900-0150-01 Rev AA
Published May 2004
3Com Corporation, 350 Campus Drive, Marlborough, MA 01752-3064
Copyright © 2004, 3Com Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by
any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission
from 3Com Corporation.
3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without
obligation on the part of 3Com Corporation to provide notification of such revision or change.
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including, but not limited to, the implied warranties, terms, or conditions of merchantability, satisfactory quality, and fitness for a
particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this
documentation at any time.
If there is any software on removable media described in this documentation, it is furnished under a license agreement included
with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named
LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you.
UNITED STATES GOVERNMENT LEGEND
If you are a United States government agency, then this documentation and the software described herein are provided to you
subject to the following:
All technical data and computer software are commercial in nature and developed solely at private expense. Software is
delivered as “Commercial Computer Software” as defined in DFARS 252.227-7014 (June 1995) or as a “commercial item” as
defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license
for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR
52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any
licensed program or documentation contained in, or delivered to you in conjunction with, this guide.
Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered
in other countries.
3Com, the 3Com logo, NBX, and SuperStack are registered trademarks and NBX NetSet and pcXset are trademarks of
3Com Corporation.
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Windows 2000, and Windows NT are registered trademarks of Microsoft Corporation.
All other company and product names may be trademarks of the respective companies with which they are associated.
2 3Com
eXchange Call Center Quick Installation Guide
CONTENTS
ABOUT THIS GUIDE 5
Conventions 5
Related Documentation 5
Documentation Comments 6
Registration, Warranty, and Support Information 6
Disclaimers 6
CHAPTER 1: EXCHANGE CALL CENTER OVERVIEW 7
Installation Kit 7
Lock Devices (Dongles) 7
Virus Protection Software 8
Software Upgrades and Downgrades 8
CHAPTER 2: INSTALLING THE EXCHANGE CALL CENTER SERVER 9
Pre-Installation Preparations 9
Hardware Configuration 9
Network and Domain Configuration 10
Operating System Configuration 10
Additional Software and Hardware 11
NBX Media Driver and TSP Installation 11
Settings on the NBX System 12
CHAPTER 3: INSTALLING THE EXCHANGE CALL CENTER 15
Downloading the 3Com eXchange Call Center Software 15
Installing the Lock Devices (Dongles) 15
Installing the Software 16
CHAPTER 4: INTEGRATING THE EXCHANGE CALL CENTER WITH THE NBX
SYSTEM 19
Starting the eXchange Call Center 19
Testing the eXchange Call Center 20
Installing the eXchange Visor 20
3Com eXchange Call Center Quick Installation Guide 3
CHAPTER 5: INSTALLING THE 3COM EXCHANGE CALL CENTER AGENT 23
Installation 23
Setting Up the eXchange Agent Application 24
CHAPTER 6: BASIC CONFIGURATION AND TESTING 25
Activating the eXchange Server 25
Logging In to the eXchange Administration Application 25
Defining Agents 25
Defining Groups 25
Defining Services 25
Defining the IRN Destination 26
Running the Test 26
CHAPTER 7: CHANGE MANAGEMENT ON THE EXCHANGE CALL CENTER 27
4 3Com
eXchange Call Center Quick Installation Guide
ABOUT THIS GUIDE
This guide introduces the procedures for installing the 3Com eXchange Call Center suite of
applications integrated with the 3Com NBX IP Telephony Solution. Its audience is the
®
3Com
system and an overview of installing the hardware, the NBX software, and the eXchange Call
Center applications.
Conventions
Table 1 lists conventions that are used throughout this guide.
Table 1 Notice Icons
Icon Notice Type Description
eXchange Call Center installer. The guide details the components that comprise the
For information regarding the eXchange Agent and Visor applications, see the
Help topic for each screen. For a complete description of the installation process,
see the 3Com eXchange Call Center Installation and Getting Started Guide.
Information note Information that describes important features or instructions
Caution
Warning Information that alerts you to potential personal injury or death
Information that alerts you to potential loss of data or potential
damage to an application, device, system, or network
Related Documentation
In addition to the context-sensitive Help found in the product, the following documents are
available on the 3Com Partner Access website for the 3Com eXchange Call Center system:
3Com eXchange Call Center Hardware and Software Guidelines
3Com eXchange Call Center Quick Installation Guide (this guide)
3Com eXchange Call Center Installation and Getting Started Guide
3Com eXchange Setup Worksheets Guide
3Com eXchange Call Center Administrator's Guide
3Com eXchange Call Center Visor User Guide
3Com eXchange Call Center Agent User Guide
3Com eXchange Call Center Quick Installation Guide 5
Documentation Comments
Your suggestions are important to us because we want to make our documentation more
useful to you.
Please send e-mail comments about this guide or any of the eXchange Call Center
documentation and Help systems to:
VOICE_TECHCOMM_COMMENTS@3com.com
Please include the following information with your comments:
Document title
Document part number (usually found on the front page)
Page number
Your name and organization (optional)
Example:
3Com eXchange Call Center Quick Installation Guide
Part Number 900-0150-01 Rev AA
Page 25
Registration, Warranty, and Support Information
For details on how to register your product and get support from 3Com, see the Appendix
“Obtaining Support for Your 3Com Products” in the 3Com eXchange Call Center Installation
and Getting Started Guide.
Disclaimers
The illustrations and other views, telephone displays, and screen captures appearing in this
manual are examples used to explain how the application’s features and controls are used.
What appears in the illustrations may differ from what appears on your actual equipment and
may not represent something that is possible in actual operation. The functions that you can
use and the information that you can display may differ depending on the telephony state
and external equipment connected in your network and the 3Com eXchange system.
Therefore, use the illustrations only as guidelines.
The names of companies, products, people, characters, and data mentioned in the examples
herein are fictitious and are in no way intended to represent any real individual, company,
product, or event, unless otherwise noted.
6 3Com
eXchange Call Center Quick Installation Guide
CHAPTER 1: EXCHANGE CALL CENTER OVERVIEW
This chapter describes the components of the 3Com eXchange Call Center as it runs on the
3Com NBX IP Telephony System.
Installation Kit
The installation pack includes the following:
eXchange Server Lock Device (one USB “dongle”)
eXchange Visor Lock Devices (one parallel port “dongle” per licensed eXchange Visor
workstation)
3Com recommends that you or your Voice-Authorized Reseller check the 3Com
Partner Access Web site for information about new eXchange Call Center software
versions and latest updates.
Lock Devices (Dongles)
The eXchange software is controlled by two types of lock devices that are enabled by
licenses.
Before you install the eXchange Server software, you must attach the USB server dongle
to the USB port on the eXchange Server. The Server dongle is used to store the license
details, for example, the quota of inbound agents and TAPI WAV ports.
Before you install the eXchange Visor software, you must attach the parallel port dongle
to the eXchange Visor workstation. You may purchase additional Visor dongles for
additional supervisor workstations.
No dongle is required for eXchange Agent workstations. Licenses for agents reside on the
server and its dongle.
3Com eXchange Call Center Quick Installation Guide 7
Virus Protection Software
CAUTION: Before installing the NBX applications and the 3Com eXchange Call
Center, you must have virus protection software turned OFF. After you complete
the installation of all Call Center-related software, you must configure the virus
protection software to scan during off-peak hours and to NOT scan C:\Program
Files\3COM\NBX TSP\Logs.
Software Upgrades and Downgrades
To upgrade or downgrade your system software, refer to the “Upgrade and Downgrade
Procedures” Appendix in the 3Com
eXchange Call Center Installation and
Getting Started Guide.
8 3Com
eXchange Call Center Quick Installation Guide
CHAPTER 2: INSTALLING THE EXCHANGE CALL CENTER SERVER
This chapter describes the steps to install the server on which the 3Com eXchange Call
Center software runs. It covers these topics:
Preinstallation Preparations
Hardware Configuration
Operating System Configuration
Additional Hardware and Software
NBX Media Driver and TSP Installation
Settings on the NBX System
Pre-Installation Preparations
1 Connect to the NBX® NetSet™ administration utility and log in as administrator.
2 In the NBX NetSet Main Menu, select Operations > Software Upgrade. Verify that you
have the current NBX version.
3 In the Main Menu, select Operations > Licenses. Verify that enough WAV PHONES
have been defined next to “Windows Audio Volume License:”
4 In the Main Menu, select System Configuration > TAPI Settings. Verify that the
“Require passwords for TAPI clients” checkbox is unchecked (empty).
Hardware Configuration
1 Open the new server box and unwrap the server.
2 Verify that the server meets the specifications published in the 3Com eXchange Call
Center Hardware and Software Guidelines, and that it was purchased from an authorized
vendor.
3 Verify that you have a USB socket on the Server computer and a parallel port on the
Visor computer.
3Com eXchange Call Center Quick Installation Guide 9
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