Avaya 38HBK00001SCM User Manual

Download

Page 1

INDeX Contact Centre Modules

Installation & Maintenance

38HBK00001SCM - Issue 11 (05/01)

Page 2

Contents

INDeX Contact Centre Modules..................................................................................................................................1

Introduction .................................................................................................................................................................3

Overview................................................................................................................................................................................... 3

System Specification................................................................................................................................................................. 5

Limitations.................................................................................................................................................................................9

PC Configuration.......................................................................................................................................................14

Overview................................................................................................................................................................................. 14

Server PC – SPC20 (Max 20 Clients)..................................................................................................................................... 15

Server PC Setup – SPC5/10................................................................................................................................................... 37

Client PC Setup (Windows NT – Workstation)........................................................................................................................ 39

Client PC Setup (Window 98) .................................................................................................................................................43

Client PC Setup (Windows 2000)............................................................................................................................................49

Install INDeX CCM Applications............................................................................................................................... 52

Overview................................................................................................................................................................................. 52

Integration of INDeX CCM with INDeX Voice Manager ..........................................................................................................52

INDeX CCM on Standalone Server PC...................................................................................................................................53

INDeX CCM on Server PC/Client PC...................................................................................................................................... 54

INDeX CCM Server Applications ............................................................................................................................................55

Trouble Shooting..................................................................................................................................................................... 70

Change Server PC Name ..........................................................................................................................................71

Overview................................................................................................................................................................................. 71

Server PC ...............................................................................................................................................................................71

Client PC (Windows NT Workstation) ..................................................................................................................................... 76

Client PC (Windows 98).......................................................................................................................................................... 76

PC Upgrade................................................................................................................................................................77

Overview................................................................................................................................................................................. 77

INDeX Wallboard Server Database Transfer.......................................................................................................................... 77

INDeX Call Centre View Database Transfer........................................................................................................................... 77

INDeX Taskbar Login Data Transfer....................................................................................................................................... 77

Administering Database ...........................................................................................................................................78

Backing Up and Restoring Overview ......................................................................................................................................78

Creating Database Backup..................................................................................................................................................... 79

Restoring a Database Backup ................................................................................................................................................86

Restoring a Database to a Different PC.................................................................................................................................. 88

Expand a Database ................................................................................................................................................................88

INDeX Telephone System......................................................................................................................................... 90

Requirements.......................................................................................................................................................................... 90

Wallboard Installation and Maintenance................................................................................................................. 95

INDeX Wallboard 22 ............................................................................................................................................................... 95

INDeX Wallboard 10 ............................................................................................................................................................. 102

Remote Connection Access...................................................................................................................................108

Overview............................................................................................................................................................................... 108

Configuring RAS On Server PC............................................................................................................................................ 111

Configuring Dial Up Networking On Client PC (Windows NT Workstation)..........................................................................117

Configuring Dial–Up Networking On Client PC (Windows 98)..............................................................................................120

Index......................................................................................................................................................................... 122

INDeX Contact Centre Modules Page 2 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 3

Introduction Overview

Introduction

Overview

INDeX Contact Centre provides the user with the necessary tools to facilitate the management of call traffic. The diagram shows the concept of this contact centre:

INDeX Telephone System

INDeX Access Manager

INDeX Delta Server

INDeX Taskbar

INDeX Call Centre View

This contact centre consists of the following components:

• INDeX Telephone System: The telephone system must be an INDeX system

with Level 8 software.

• INDeX Access Manager: This is the only component connected to the INDeX

Telephone System (using a serial cable) by the means of a bi-directional CTI link. The Access manager is responsible for obtaining all the relevant information from the INDeX Telephone System.

• INDeX Delta Server: This component connects to the Access Manager.

• INDeX Taskbar: This component communicates with Delta Server to provide

User Access Level as well as Password Protection for the CCM modules.

• INDeX Call Centre View: This component communicates with Delta Server to

enable the user to monitor, in real time, selected contact centre activity.

• INDeX Wallboard Manager: This component communicates with the Delta

Server enabling the user to display selected contact centre activity on a wallboard device.

• INDeX Report Manager: This component comprises of 2 components (INDeX

Report Server and INDeX Report Client). INDeX Report Server communicates with the Delta Server to enable you to obtain and schedule the available standard reports.

• INDeX Networked Administration: This component communicates with the

Access Manager enabling you to change the INDeX Telephone System's configuration.

INDeX Contact Centre Modules Page 3 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

INDeX Wallboard

Manager

INDeX Report Manager

Page 4

Introduction Overview

This document describes the equipment (including Software) required and the procedures to be followed to install the INDeX Contact Centre Manager modules on a customer's site.

"INDeX Installation and Maintenance Manual" covers the installation of the INDeX Telephone System.

INDeX Contact Centre Modules Page 4 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 5

Introduction System Specification

System Specification

There are three types of INDeX CCM Server hardware platform, the choice is determined by issues such as number of agents, call traffic levels, number of supervisors (Clients) and the retention period for historic data. These Server PC options are:

Option 1 CCM SPC – 5: Supports up to 5 Clients Option 2 CCM SPC – 10: Supports up to 10 Clients Option 3 CCM SPC – 20: Supports up to 20 Clients

The Operating System on Server PCs is Windows NT Server 4.0. The Operating System of the Client PCs can be either Windows NT Workstation 4.0 or Windows 95/98/2000.

Computer Systems

Each Server PC and Client PC must meet the minimum requirements as detailed in this section.

• Option 1 Server PC (SPC5): (Supporting Max 5 Clients):

– Pentium II 400MHz or higher, with 1 x 10GByte hard disk – Minimum 128MBytes of RAM

• Option 2 Server PC (SPC10): : (Supporting Max 10 Clients):

– Pentium II 400 MHz or higher, with 1x30 GByte hard disk – Minimum 256 Mbytes of RAM – Backup Device (Optional)

• Option 3 Server PC (SPC20): (Supporting Max 20 Clients):

– Pentium II 400 MHz or higher, with 1x60 GByte hard disk – Minimum 256 Mbytes of RAM – Backup Device (Optional)

• Client PC:

– Pentium II 133MHz or higher, with >1GByte hard disk – Minimum 64Mbytes of RAM

• Monitor: 15" (or optional 17") SVGA supporting 800x600

• Keyboard: Win NT/95/98/2000 Compatible

• Floppy Disk Drive A: 3.5

1.44 Mb high density

• CD ROM Drive

• Backup Device: On Stream 30GB Digital Drive

• Modem (Optional for Remote Access Use)

Expansion Cards

• Wallboard Comms Card: Advantech PC-LabCard (Model PCI – 1601A)

• Network Card: 3Com EtherLink 10/100Mbps PCI Combo (Model No: 3C905B-

COMBO)

INDeX Contact Centre Modules Page 5 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 6

Introduction System Specification

System Software

• Windows NT Server: Version 4.0, Media: CD ROM

• Windows NT Workstation: Version: 4.0, Media: CD ROM

• Windows 95: Version: Latest, Media: CD ROM

• Windows 98: Version: Latest, Media: CD ROM

• Windows 2000: Version: Latest, Media: CD ROM

• INDeX Application CD: Latest Version, Media: CD ROM, incorporating all

related INDeX CCM applications

• INDeX Application Service Pack CD: Latest Version, Media: CD ROM,

incorporating: – Windows NT Server folder (containing Service Packs, ODBC Drivers and

SQL 7 Service Pack)

– Windows NT Workstation folder (containing Service Packs ,ODBC Drivers)

• INDeX Report Manager Database CD: Latest Version, Media: CD,

incorporating: – Microsoft SQL Server 7.0

Connecting the INDeX CCM Server

The instructions below assume that you are using cables plus line drivers supplied by Avaya. You may also require additional serial cable for long cable distances.

1. Connect one end of the CABCON-9-25 cable to a free port on the INDeX control cabinet (the cabinet containing the CPU Cassette).

– You can use any of the 4 serial sockets on the cabinet. Avoid using the first

(front) socket if possible, as this is required for some INDeX Telephone System maintenance tasks.

2. The diagram below shows the remaining connections. – Note the DTE and DCE settings of the line drivers. – You must connect CABWOC to serial port COM2 of the PC. If this is not a

9-pin port, you need a 9-pin male to 25-pin female serial converter.

– If the cable distances are short, you may connect CABWOC directly to

CABCON-9-25.

Note The Comms Port default settings on the Access Manager is Port 2. If you use a different Comms Port, you must also change the Access Manager Comms Port Settings.

INDeX Contact Centre Modules Page 6 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 7

Introduction System Specification

Wallboard Devices

INDeX Wallboard 22

Specification

Voltage 220/240V AC OR 110V AC

(Check label on rear of wallboard)

Wattage 108W

Cold Start Inrush Current 30A for up to 6ms

Baud Rate 9600 only

Input RS 485

Weight 6 kg

Dimensions L 1097 x D 75 x H 198 mm

Installation power distribution circuit rating to be greater than 6 amp, any circuit breakers must be capable of handling the cold start inrush current without tripping.

For details of INDeX Wallboard 22 Installation see "INDeX Wallboard 22" on page

95.

INDeX Wallboard 10

Specification

Voltage Check label on rear of wallboard

Wattage 35W

Cold Start Inrush Current 30A for up to 6ms

Baud Rate 9600 only

Input RS 485

Weight 4 kg

Dimensions L 469 x D 75 x H 123 mm

Installation power distribution circuit rating to be greater than 6 amp, any circuit breakers must be capable of handling the cold start inrush current without tripping.

For details of INDeX Wallboard 10 Installation see "INDeX Wallboard 10" on page

102.

INDeX Contact Centre Modules Page 7 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 8

Introduction System Specification

LAN Utilisation

The following results should be interpreted for each customer Network. Use this only as a guideline.

The network of 1 Server and 9 Clients was defined as follows:

10 Base-T Ethernet: max. capacity (i.e. 100%) = 1220Kbytes/sec

= 9.76Mbits/sec

The LAN was made up of three 8-port Hubs up-linked together.

INDeX Call Centre View Individual Start-Up Results

No. of Clients Average Utilisation

(No Activity)

10.5%5% 2 0.7% 12% 3 1.2% 18% 4 1.5% 24% 5 1.7% 30% 6 2.0% 32% 7 2.3% 36% 8 2.7% 40% 9 3.0% 45%

Peak Utilisation

From the results the following was concluded:

– Peak approx.: 4 to 6% greater as each client is logged on. – Utilisation peaks at approx.: 63% if all statistics are reset with 9 clients logged

on running INDeX Call Centre View and INDeX Wallboard Client.

– Log-off peak: 0.5%.

Call Loading/Utilisation Results

Duration Call Load

Calls/hour

15 min 10200 70 30% 45% 15 min 8500 70 30% 42% 15 min 6200 70 22% 38% 15 min 4500 70 20% 34%

INDeX Contact Centre Modules Page 8 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

No. of Agents Average

Utilisation

Peak Utilisation

Page 9

Introduction Limitations

Limitations

15 Agent Systems and below

The INDeX Contact Centre Manager comprises a suite of tightly integrated Contact Centre Modules installed on an INDeX CCM Server PC platform running Windows NT4. The INDeX Contact Centre Manager may be installed either with or without an INDeX Voice Manager. When installed without the INDeX Voice Manager, the INDeX Contact Centre Manager may be connected directly to one of the INDeX RS232 ports. Where INDeX Voice Manager is present, the INDeX Contact Centre Manager is connected via the LAN to the INDeX CT Server Cassette. The following lists the Contact Centre modules included within the INDeX Contact Centre Manager which are designed to run concurrently on the INDeX CCM Server PC: -

CCM Server PC

• INDeX Call Centre View.

• INDeX Wallboard Server.

• INDeX Report Server and Client.

• INDeX Report Designer (optional).

• INDeX Taskbar.

• INDeX Networked Administrator.

• INDeX Voice Processing Administration (if INDeX Voice Manager is present).

The following diagram shows the INDeX Contact Centre Manager connectivity, for systems of 15 agents and below, supplied on a standalone PC from Avaya without an INDeX Voice Manager.

INDeX Contact Centre Modules Page 9 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 10

Introduction Limitations

The following diagram shows the INDeX Contact Centre Manager connectivity, for systems of 15 agents and below, where an INDeX Voice Manager is present.

INDeX Contact Centre Modules Page 10 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 11

Introduction Limitations

Systems above 15 Agents

Due to the traffic demands of Contact Centre's above 15 agents, the Report Server and Wallboard Server must reside on a dedicated PC. The product is offered as a complete solution supplied on 2 PC’s, capable of being installed on the customer’s existing LAN. Server Applications require Windows NT4 PC’s, however Client applications are supported on Windows 95/98/2000 in addition to Windows NT4 Workstation.

The INDeX Contact Centre Manager supports the following concurrent supervisor positions: CCM SPC5: 5 Supervisor (client) Positions CCM SPC10: 10 Supervisor (client) Positions CCM SPC20: 20 Supervisor (client) Positions

The INDeX Contact Centre Manager may be installed either with or without an INDeX Voice Manager. When installed without an INDeX Voice Manager the INDeX CCM Server PC is connected directly to one of the INDeX RS232 ports.

Where an INDeX Voice Manager is present, the INDeX CCM Server PC running the server applications is connected via the LAN to the INDeX CT Server Cassette. The other applications run on the supervisors Desktop on either an Avaya supplied CCM Client PC, or an existing Windows 95/98/2000 or Windows NT4 Workstation PC.

The following details where the applications reside:

INDeX CCM Client PC

• INDeX Call Centre View

• INDeX Wallboard Client

• INDeX Report Client

• INDeX Report Designer (Optional)

• INDeX Taskbar

• INDeX Voice Processing applications (if INDeX Voice Manager is present)

INDeX CCM Server PC

• INDeX Report Server

• INDeX Wallboard Server

• INDeX Networked Administration

• INDeX Call Centre View

• INDeX Taskbar

INDeX Contact Centre Modules Page 11 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 12

Introduction Limitations

The diagram below shows the INDeX Contact Centre Manager without an INDeX Voice Manager being installed.

INDeX Contact Centre Modules Page 12 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 13

Introduction Limitations

The diagram below shows the INDeX Contact Centre Manager where an INDeX Voice Manager is present.

INDeX Contact Centre Modules Page 13 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 14

PC Configuration Overview

PC Configuration

Overview

The INDeX CCM Server PC requires a 2 GB partition for the software applications. The remaining of the hard drive is used for the INDeX Archiver database. During the Windows NT 4.0 installation, ensure the 2 GB partition is formatted as FAT.

This section details the PC configurations as follows:

1. Server PC (SPC20) configuration using Windows NT 4.0 Server – (Supporting Max 20 Clients). See page 15.

2. Server PC (SPC5/10) configuration using Windows NT 4.0 Server – (Supporting 5 or 10 Clients respectively). See page 37.

3. Client PC configuration using Windows NT 4.0 Workstation. See page 39.

4. Client PC configuration using Windows 98. See page 43.

INDeX Contact Centre Modules Page 14 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 15

PC Configuration Server PC – SPC20 (Max 20 Clients)

Server PC – SPC20 (Max 20 Clients)

This section details the following procedures required to prepare the Server PC (supporting Max of 20 Clients) to install INDeX CCM applications.

• Install Windows NT Server 4.0 .

• Install Service Pack 6a.

• Create NTFS Partition using Disk Administrator (different for SPC5 and SPC10).

• Install Display Adapter.

• Install EtherLink PCI Network Interface Card.

• TCP/IP Networking Setup.

• Install ADR OnStream Tape Drive.

• Install Advantech PCI Wallboard Comms Card.

• Install Microsoft SQL Server 7.0.

• Install ODBC (Open Database Connectivity).

• Windows NT Server Modifications.

The same procedure is required when configuring INDeX CCM SPC5 and SPC10 Server PCs with the exception of the Disk Administrator (NTFS partition), as detailed in “Server PC Setup – SPC5/10” on page 37.

Install Windows NT Server 4.0

1. Insert Windows NT Server CD-ROM and Windows NT Setup Disk 1 and reboot the PC.

2. When prompted, insert Windows NT Setup Disk 2 and press Enter.

3. Press Enter "To setup Windows NT now".

4. Press Enter to attempt to detect Mass Storage Devices in your PC.

5. When prompted, insert Windows NT Setup Disk 3 and press Enter to continue.

6. Press Enter to confirm that there is only one CD ROM storage device.

7. Press Page Down until you reach the end of the Licensing Agreement text and then press F8 to agree.

8. With the Keyboard Layout: US highlighted, press Enter and then select United Kingdom, to change the Keyboard Layout from US to United Kingdom.

9. With "The above list matches my computer" highlighted, press Enter.

10. You may have to delete the existing partitions before you are able to create the 2000 MB partition on the C: drive.

11. With "Create partition of size (in MB): 2000" highlighted, press Enter.

12. Press Enter again to continue.

13. Select Format the Partition using FAT file system and press Enter to format the partition.

14. At \WINNT press Enter for this directory.

15. Press Enter to carry out an exhaustive search. Setup files will now be copied to the PC.

16. When asked, remove the floppy disk (leaving the Windows NT CD in the CDROM Drive) and press Enter.

19. The PC restarts presenting a Windows NT Setup Wizard from which click Next.

20. Type your Name as Administrator and your Organisation, click Next.

21. Enter the CD Key (from the yellow sticker on the back of the Windows NT CD case) for Registration, click Next.

INDeX Contact Centre Modules Page 15 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 16

PC Configuration Server PC – SPC20 (Max 20 Clients)

22. Enter the correct number of Client Access License and then click Next. – For CCM SPC5 – 5 – For CCM SPC10 – 10 – For CCM SPC20 – 20

23. Type Computer Name as ARCHIVERSQL and click Next.

24 Select Stand-Alone Server as the "Server Type" and click Next.

25. Enter the Password fields as required and then click Next.

26. From the "Emergency Repair Disk" screen, select "No, do not create an emergency repair disk" and click Next.

27. From the "Select Components" screen, leave the default selection and click Next.

28. With 2) Installing Windows NT Networking selected, click Next.

29. Click to select “Do not connect this computer to a network at this time”, click Next.

Note Installing the Network Interface Card is detailed in “Install EtherLink PCI Network Interface Card” on page 23.

30. Click Finish to complete the setup.

31. From the Date/Time Properties screen, ensure Time Zone is set to the local time [e.g. for UK set it to English (United Kingdom)] and click Close.

32. From the Detected Display screen, click OK and then TEST to test the display and then click OK.

33. Wait till colour screen closes, from the Testing Mode screen, click Yes and then OK to save the display settings. From the Display Properties screen click OK.

34. Remove any floppy disks and CDs from the PC, click Restart Computer To reboot the PC.

35. From the Begin Logon screen press Ctrl+Alt+Delete to log on.

36. From the Logon Information screen, enter the User Name and Password, click OK.

INDeX Contact Centre Modules Page 16 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 17

PC Configuration Server PC – SPC20 (Max 20 Clients)

Install Windows NT Server Service Pack 6a

Alterations to Windows NT 4.0's configuration including the addition of software, mean that the Service Pack (containing Microsoft bug fixes), needs to be reapplied.

The same procedure is applicable when reinstalling the Service Pack 6a.

1. Insert the INDeX Application Service Pack CD in the CD ROM Drive, from the Windows NT desktop, click Start and then select Run. In the Open box type D:\sp6i386.exe, as shown in the following screen:

2. Click OK, the following screen appears:

3. Click to select "Accept the License Agreement".

4. Click to uncheck "Backup files necessary to uninstall this Service Pack at a later time".

5. Click Install, the Windows NT Service Pack Setup screen appears to indicate the installation of the System files on to the PC.

INDeX Contact Centre Modules Page 17 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 18

PC Configuration Server PC – SPC20 (Max 20 Clients)

6. Once the installation is complete the following screen appears:

7. Click Restart.

8. Recheck the Regional Setting to ensure it is set to English (United Kingdom).

INDeX Contact Centre Modules Page 18 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 19

PC Configuration Server PC – SPC20 (Max 20 Clients)

Create NTFS Partition using Disk Administrator

Disk Administrator is a graphical tool for managing disks. This tool encompasses and extends the functionality of character-based disk management tools such as MS-DOS FDISK.

This section details the procedure required to create and format the NTFS partition of the SPC20 hard drive.

1. From the Windows Taskbar, click Start, point to Programs, point to Administrative Tools (Common) and click Disk Administrator. When running this application for the first time, the following screen appears:

2. Click Ok and then OK to the following confirmations.

3. A scrollable, graphical representation of all the physical disks connected to your computer along with their partition appears. A status bar at the bottom of the window provides basic information on partitions. A colour-coded legend on top of the status bar shows what the different partition colours and patterns represent.

4. Click the D drive (i.e. CD-ROM).

INDeX Contact Centre Modules Page 19 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 20

PC Configuration Server PC – SPC20 (Max 20 Clients)

5. From the Tools menu, click Assign Drive Letter, the following screen appears:

6. Click to select Assign Drive Letter, and select letter E.

7. Click OK.

8. From the Confirmation screen, click Yes to continue.

9. To create a Volume Set of the remaining hard drive, select the first area of free space and then pressing CTRL and click each of the other areas.

10. From the Partition menu, select Create Volume Set. Disk Administrator displays the minimum and maximum sizes for the volume set.

11. Click OK.

INDeX Contact Centre Modules Page 20 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 21

PC Configuration Server PC – SPC20 (Max 20 Clients)

12. From the Partition menu, select Commit Changes Now, the following screen appears:

13. Click Yes to save the changes. At the Confirmation screen, click Yes and then click OK to update the Disks.

14. Click OK to initiate system shutdown.

15. Once the PC has rebooted, from the Windows Taskbar, click Start, point to Programs, point to Administrative Tools (Common) and click Disk Administrator.

16. Click the newly created drive (i.e. D: drive), from the Tools menu and select Format.

17. Set File System to NTFS and click to select Quick Format as displayed in the following screen:

18. Click Start to initiate the format request, the following screen appears:

19. At the Warning screen, Click OK, when the formatting is finished, the following screen appears:

19. Once formatting is complete, Click OK. From the Format D:\ screen, click Close to return to the Disk Administrator window.

20. From the Partition menu, click Exit to close the Disk Administrator application.

21. Reboot the PC.

INDeX Contact Centre Modules Page 21 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 22

PC Configuration Server PC – SPC20 (Max 20 Clients)

Install Display Adapter

Since INDeX CCM applications are designed to use a screen resolution of 800 by 600 pixels, it is necessary to install a third party display adapter driver that is not installed by default when installing Windows NT Server.

1. Insert the Display Adapter CD in the CD Drive, click ATI Easy Install.

2. At the Welcome screen click OK to proceed.

3. At the Software License Agreement click Yes to continue.

4. Click Express: Recommended and then once the Setup has finished copying files to the PC, click Finish to restart the PC:

6. Once the PC has rebooted, log back on, the following screen appears:

7. Click OK.

8. From the Display Properties screen set the Desktop Area to 800 by 600 pixels, and set the Color Palette to 65536, click Test:

9. At the Testing Mode screen, click OK to test the display.

10. Wait till colour screen disappears. From the Test Mode screen, click Yes if the colours were coherent and then click OK to save the display set up.

11. From the Display Properties screen, click Apply and then click OK

INDeX Contact Centre Modules Page 22 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 23

PC Configuration Server PC – SPC20 (Max 20 Clients)

Install EtherLink PCI Network Interface Card

There are four steps to the Network Interface Card (NIC) installation:

a) Run the pre-installation program before installing the NIC in the PC.

The EtherCD pre-installation program prevents conflicts with the NIC and your operating system. It guides you through the NIC installation and must be run before you physically install the NIC in the PC.

b) Install the NIC in the PC. c) Connect the NIC to the network. d) Install the network driver.

Note If there is network card in the PC, you must remove the Network card and the associated software from the PC.

a) Run the Pre-installation Program

Before you physically install the NIC in a PC, run the NIC pre-installation program to properly set up your system environment.

The pre-installation program prevents conflicts with the NIC and your operating system. It guides you through the NIC installation and must be run before you physically install the NIC in the PC.

To run the NIC pre-installation program:

1. Do NOT install the NIC in the PC.

2. Turn on the power to the PC and start Windows.

3. Quit any open applications and disable the automatic protection feature of any anti-virus software that may be running.

4. Insert the EtherCD in the CD-ROM drive. The EtherCD Welcome screen appears. If the EtherCD Welcome screen does not appear, enter the following command from the Run option of the Windows Start menu: X:\installs\setup.exe where X:\ represents the letter of the CD-ROM drive.

5. Click NIC Software.

6. Click NIC Drivers and Diagnostics.

7. Click Install NIC Driver. To install the network driver and the 3Com NIC Diagnostics program, click Install with Diagnostic Program. (We recommend you select this option). To install the network driver only, click Install without Diagnostic Program.

Files are copied. A message box appears when the installation is complete.

8. Click OK.

9. Select your operating system (Windows NT) to continue the installation. The Completing NIC Installation screen appears.

10. Click Done.

11. Exit the EtherCD, and then shut down Windows.

12. Turn off the power to the PC.

INDeX Contact Centre Modules Page 23 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 24

PC Configuration Server PC – SPC20 (Max 20 Clients)

b) Install the NIC in the PC

To install the NIC in the PC:

1. Make sure that you have run the pre-installation program, as described in the previous section.

2. Turn off the power to the PC and unplug the power cord.

3. Remove the cover from the PC.

4. Locate an empty, non-shared bus-mastering PCI slot and remove its slot cover. Save the screw. Do not install the NIC in a shared PCI slot. Avoid any PCI slot next to an ISA slot. This is often a shared slot and does not support bus mastering.

5. Carefully insert the NIC in the empty PCI slot. Press firmly to ensure that the NIC is fully seated in the slot.

6. Secure the NIC with the screw you removed earlier.

7. Replace the PC cover and plug in the power cord. Do NOT turn on the power to the PC.

c) Connect the NIC to the Network

Connect the appropriate network cable to the NIC provided by the Network Administrator of the Customer’s Site.

d) Install the Network Driver

To install the network driver:

1. Turn on the power to the PC.

2. Double-click the My Computer icon, then the Control Panel icon and then the Network icon. The Network window appears.

3. Click the Adapters tab. If networking has not been installed on your PC before, Windows NT asks you if you want to install networking. Click Yes. See the WINNT.TXT file located on the EtherCD or your Windows NT documentation for instructions.

4. Click Add. The Select Network Adapter dialog box appears.

5. Click Have Disk. The Insert Disk dialog box appears.

6. Insert the EtherCD in the CD-ROM drive.

7. Make sure that the letter of the CD-ROM drive (for example, e:\ appears in the entry box, and then click OK. The Select OEM Option dialog box appears.

8. Make sure that the 3Com EtherLink PCI NIC is selected, and then click OK. The Adapters tab of the Network screen appears.

9. Click Close. If the Microsoft TCP/IP Properties screen appears, enter the requested information for your network environment. Refer to your Network System Administrator or the Windows NT documentation for assistance. If the Microsoft TCP/IP Properties screen does not appear, the installation is complete.

10. Click Yes to restart the PC. The network driver installation is complete.

You are now ready to adjust the Networking Setup according to the Customer’s Network; i.e. either TCPIP or IPX/SPX as detailed in following pages.

INDeX Contact Centre Modules Page 24 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 25

PC Configuration Server PC – SPC20 (Max 20 Clients)

TCP/IP Networking Setup

The process of configuring the INDeX CCM Server PC to use TCP/IP consists of the following stages.

1. Check the TCP/IP settings required, these should be supplied by the customer Network Manager, for example:

– IP Address. – Subnet mask. – Default gateway.

2. Re-configure Server/Client PC to TCP/IP.

3. Allow the Server PC and Client PCs to restart and then check the connection.

Changing a Server/Client PC to TCP/IP

The following process may require you to have the original Windows NT4 Server/Workstation CD available. It will also require the PC to be restarted after completion. The following procedure applies to both Server PC and the Windows NT Client PC.

1. Right-click the Network Neighborhood icon and select Properties.

2. Click the Adapters tab to check that the PC's network card is listed. – If the network card is not shown, refer to the manufacturers supplied

information for correct installation.

3. Click the Protocols tab. Check that TCP/IP Protocol is shown. If not shown then use the process below to install the protocol.

– Click on Add and select TCP/IP Protocol. After installation, the list of

protocols should include TCP/IP Protocol.

4. Click the Bindings tab, then return to the Protocols tab.

5. Highlight TCP/IP Protocol and click Properties. Add the settings specified by the customer's Network Manager and then click on OK.

6. Click OK and allow the PC to restart.

INDeX Contact Centre Modules Page 25 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 26

PC Configuration Server PC – SPC20 (Max 20 Clients)

IPX/SPX Frame Type Networking Setup

This is applicable if the Customer Site Network uses IPX Frame Type.

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel, open Network, click the Protocols tab.

3. With the NWLink IPX/SPX Compatible Transport selected, click Properties.

This represents three scenarios:

– If a Novell NetWare Server is present on the network, ensure the CCM Server PC uses the same frame type as NetWare Server. – If a Server Cassette (Voice) is on the network, ensure the CCM Server PC uses the same frame type as Server Cassette (the required settings for INDeX CCM is Ethernet II). – If no other servers are on the network, ensure that all PCs running INDeX products are using the same frame type.

4. Click Properties.

5. Click Add and select Ethernet II as the Frame Type as displayed in the following screen:

6. Click Add.

7. From the NWLink IPX/SPX Properties screen click Apply and then OK.

8. Click Yes to restart the PC.

INDeX Contact Centre Modules Page 26 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 27

PC Configuration Server PC – SPC20 (Max 20 Clients)

Install ADR OnStream Tape Drive

1. Ensure the Tape Drive unit is installed in the PC according to the Manufacture’s instructions (Installing the Hardware section).

2. Once the PC is rebooted and you have logged on, insert the ADR Installation CD in to the CD ROM Drive. Close the OnStream CD Setup Window.

3. From the Windows taskbar, click Start, point to Settings and select Control Panel.

4. From the Control Panel, double click Tape Devices, the following screen appears:

5. Click Detect. Once the tape drive has been detected, click the Drivers tab, from which screen click Add.

6. From the Install Driver screen, click Have Disk, click Browse, and then select the Path “X:\NT Driver”, where X is the drive letter associated with the CD ROM Drive.

7. Click OK. With the Tape Drive selected, click OK. Once the tape driver is installed click OK.

8. Tape Devices screen will now display the details for the newly installed driver. Click OK to close the screen. Click Yes to restart the PC. The Tape drive is now ready for use.

INDeX Contact Centre Modules Page 27 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 28

PC Configuration Server PC – SPC20 (Max 20 Clients)

Install Advantech PCI Wallboard Comms Card

Before installing the Wallboard Comms card in to the system, you must install the driver first. Once the driver is installed, check the card jumpers and Switch locations are set as detailed in this section.

1. Ensure the card is NOT plugged in to the PC.

2. Insert the Advantech installation diskette #1 into drive A:\.

3. From the Windows NT desktop, click Start and then select Run. In the Open box type A:\Setup.exe.

4. Click OK to proceed. At the Welcome screen click Next. From the Software License Agreement screen click Yes to continue.

5. From Choose Destination Location screen, click Next to continue.

6. From Select Program Folder screen, click Next to continue.

7. When prompted, insert diskette #2 in to drive A:\.

8. Click Finish to complete the Setup, the following screen appears:

9. With Install and Start Service selected, click OK.

10. When the files have been copied, the following screen appears:

11. Click OK.

12 Switch the PC off.

13. Plug the Card in to a free PCI slot with the following Jumper Settings. Switch the PC on.

Jumper Settings:

– Set Jumpers JP1 and JP2 to 485 – Set Channels 1 & 2 Dip Switches to ‘ON’. After the PC is restarted, reinstall Service Pack 6a as detailed in “Install Windows

NT Server Service Pack 6a” on page 17.

INDeX Contact Centre Modules Page 28 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 29

PC Configuration Server PC – SPC20 (Max 20 Clients)

Install Microsoft SQL 7.0

Microsoft SQL is a database application that is installed to store data for use with the INDeX Archiver. It also provides a means of administering the related database services (e.g. Backup and Restoring of the database).

1. Insert the Report Manager Database CD in the CD Drive. Microsoft SQL Server Automenu screen appears.

You must ensure if there are any prerequisites (i.e. Internet Explorer 4.01 Service Pack 1) are needed, before installing SQL Server 7.0 components

2. If Internet Explorer 4.01 Service Pack 1 is not loaded on the PC, click Install SQL Server 7.0 Prerequisites. Select Windows NT, select Launch Setup Wizard and then follow the instructions on the Internet Explorer 4.01 SP1 Active Setup wizards to install the application.

3. Once the above is complete, from the Microsoft SQL Server Automenu screen click Install SQL Server 7.0 Components.

4. From the Install SQL Server 7.0 Components screen select Database Server – Standard Edition, the following screen appears:

5. Click Next to proceed to the Welcome screen, from which click Next to proceed.

INDeX Contact Centre Modules Page 29 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 30

PC Configuration Server PC – SPC20 (Max 20 Clients)

6. From the Software License Agreement screen click Yes to proceed to the following screen:

7. Enter the Name as Administrator and your Organisation's name and then click Next to proceed.

8. Enter the “10 digit CD Key” and then click OK to proceed.

9. Take a record of the Product ID number, as you will be asked for this number if you need to call Microsoft for Technical Support. Click OK to proceed to the following screen:

10. Select Typical.

INDeX Contact Centre Modules Page 30 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 31

PC Configuration Server PC – SPC20 (Max 20 Clients)

11. Click Browse associated with Data Files.

Note It is ESSENTIAL that Data Files are saved in the D DRIVE

12. Select the D Drive and type D:\MSSQL7 in the Path text box, as displayed in the following screen:

13. Click OK and the from Setup Type screen click Next to proceed to the following screen:

14. Click “Use the Local System account", then click Next, and then click Next again to proceed to the Choose Licensing Mode screen.

INDeX Contact Centre Modules Page 31 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 32

PC Configuration Server PC – SPC20 (Max 20 Clients)

15. Click Add Licenses the following screen appears:

16. Enter the number of purchased licenses.

17. Once you have selected the required Server License Quantities, click OK to the Per Server Licensing screen, from which click to select “I agree that” and then from the Choose Licensing Mode screen click Continue.

18. From Client Licensing screen, click to select “I agree that” and then click OK to proceed.

19. Click Finish to complete the Setup.

20. Once the PC is rebooted, the ARCHIVERSQL Server will automatically be registered.

Install Microsoft SQL 7.0 Service Pack 1

Alterations to Microsoft SQL's configuration, mean that the Service Pack (containing Microsoft bug fixes), needs to be applied.

1. Insert the CD in the CD ROM Drive, from the Windows NT taskbar click Start, select Run, and type X:\English\setup.bat, as displayed in the following screen (X is the letter associated with the CD Drive of the PC):

2. Click OK.

3. From the Welcome screen, click Next to proceed.

4. From the Software License Agreement screen, click Yes to continue.

5. Click to select “The SQL Server system administrator login information (SQL Server authentication)”, leaving the password field blank.

6. Click Next to proceed.

7. Click Next to begin copying the files.

8. Once Setup has finished copying the files to the PC click Finish to restart the PC.

Once the PC has been restarted, the SQL Server will be operational with the Service Pack fully installed.

INDeX Contact Centre Modules Page 32 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 33

PC Configuration Server PC – SPC20 (Max 20 Clients)

Install ODBC (Open Database Connectivity)

Open Database Connectivity needs to be installed to provide a link between the SQL database and the INDeX Report Manager.

1. Insert the INDeX Application Service Pack CD in the CD Drive. From the Windows taskbar, click Start and then select Run

2. In the Open text box type X:\NT Server\ODBC\Setup.exe. X is the letter associated with the CD Drive of the PC. Click OK and then click Continue.

3. Click Continue to proceed. Enter name as Administrator and the name of your Organisation, click OK.

4. Click Change to modify the information. Otherwise, click OK to confirm the information to proceed.

5. Click Typical to continue with the installation.

6. Once the installation is complete, click OK.

IT IS HIGHLY RECOMMENDED TO RESTART THE PC.

You are now ready to install INDeX CCM applications.

Note If the Server PC name has been changed you must perform the procedures detailed in "Changing the ODBC Settings" on page 74.

1. Once the INDeX CCM applications have been installed, you need to expand the database device as detailed in “the box next to SDXrepository. Whilst this is highlighted ensure that the two boxes 'PUBLIC' and ’DB_OWNER' are checked in the lower half of the window

2. Close the properties window, exit SQL Enterprise Manager.

Expand a Database” on page 88.

INDeX Contact Centre Modules Page 33 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 34

PC Configuration Server PC – SPC20 (Max 20 Clients)

Windows NT Server Modifications

Regional Settings

The Regional Settings need to be changed from the default installation settings which are usually English (United States).

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel, open Regional Settings.

3. From the Regional Settings tab select English (United Kingdom), click Apply, and then click OK.

Note Ensure the Regional Setting is appropriate for the relevant country.

Guest Account

For INDeX CCM applications to communicate, the Guest Account on Windows NT needs to be enabled. This is modified through the User Manager.

1. From the Windows taskbar, click Start, point to Programs and from Administrative Tools (Common), select User Manager:

2. Double click Guest, ensure Account Disabled is unchecked as displayed in the following screen. Click OK.

3. From the User menu, select Exit to close User Manager.

INDeX Contact Centre Modules Page 34 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 35

PC Configuration Server PC – SPC20 (Max 20 Clients)

Event Log Settings

The Event Log settings are altered through the Windows NT Event Viewer.

1. From the Windows taskbar, click Start, point to Programs and from Administrative Tools (Common), select Event Viewer.

2. From the Log menu, select Log Settings, the following screen appears:

3. There are three Settings available: System, Security and Application.

4. Use the pull down list select System and from the Event Log Wrapping options ensure Overwrite Events as Needed is selected.

5. Repeat step 3 for the other two settings, i.e. Security and Application.

6. Click OK.

7. From the Log menu, select Exit to close the Event Viewer.

INDeX Contact Centre Modules Page 35 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 36

PC Configuration Server PC – SPC20 (Max 20 Clients)

Sharing the Hard Drives

The following needs to be carried out on the Server PC running the INDeX CCM Server applications.

In order for all INDeX CCM applications and the INDeX Taskbar to function correctly, the drives on a Windows NT Server 4.0 PC must be shared.

1. From the Windows taskbar, click Start, point to Programs and select Windows NT Explorer.

2. Click the C: drive using the right hand mouse button. From the context-sensitive menu, select Sharing. You need to create a share named SDXSHARE and C if one does not already exist.

3. From the (C:\) Properties screen, click New Share. Type SDXSHARE (must be UPPERCASE) as the Share Name as displayed in the following screen:

4. Ensure Maximum Allowed is also selected. Click OK.

5. Follow the above steps to create another share name called C.

6. From the (C:) Properties screen, click Apply and then click OK.

7. From the File menu, select Close to close the Windows NT Explorer.

Please refer to page 52 for information on how to Install INDeX CCM Applications.

INDeX Contact Centre Modules Page 36 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 37

PC Configuration Server PC Setup – SPC5/10

Server PC Setup – SPC5/10

The same procedure is required when configuring INDeX CCM SPC5 and SPC10 Server PCs with the exception of the Disk Administrator (NTFS partition), as detailed in this section.

1. Install Windows NT Server 4.0 as detailed on page 15

2. Install Windows NT Server Service Pack 6a as detailed on page 17

3 Create NTFS Partition using Disk Administrator as detailed on page 37

3. Install Display Adapter as detailed on page 22

4. Install EtherLink PCI Network Interface Card as detailed on page 23 and the relevant Network setup as required

5. TCP/IP Networking Setup as detailed on page 25

6. Install ADR OnStream Tape Drive as detailed on page 27 (For SPC–10)

7. Install Advantech PCI Wallboard Comms Card as detailed on page 28

8. Install Microsoft SQL 7.0 as detailed on page 29

9. Install ODBC (Open Database Connectivity) as detailed on page 33

10. Windows NT Server Modifications as detailed on page 34

Create NTFS Partition using Disk Administrator

Disk Administrator is a graphical tool for managing disks. This tool encompasses and extends the functionality of character-based disk management tools such as MS-DOS FDISK.

A scrollable, graphical representation of all the physical disks connected to your computer along with their partition appears. A status bar at the bottom of the window provides basic information on partitions. A colour-coded legend on top of the status bar shows what the different partition colours and patterns represent.

2. Click the D drive (i.e. CD-ROM).

3. From the Tools menu, click Assign Drive Letter. Click to select Assign Drive Letter, and select letter E and then Click OK.

4. From the Confirmation screen, click Yes to continue.

INDeX Contact Centre Modules Page 37 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 38

PC Configuration Server PC Setup – SPC5/10

5. If an NTFS partition does not exist on Disk 0, where the 1024MB partition is, you need to create one by selecting the area of free space. From the Partition menu, select Create. Click Yes to continue and create the partition. The Create Primary Partition screen displays the size of the partition to be created. This will usually be the maximum since it will contain all of the free space available. Click OK.

6. From the Partition menu, select Commit Changes Now. Click Yes to save the changes.

7. Click Yes to save the changes.

8. Click OK to update the emergency repair configuration and create a new Emergency Repair Disk.

9. Click the D: drive, from the Tools menu, click Format. Set File System to NTFS. Click Start to initiate the format request and then click OK to continue.

10. When the formatting is finished, click OK.

11. From the Format D:\ screen, click Close to return to the Disk Administrator window.

12. From the Partition menu, click Exit to close the Disk Administrator application.

13. Reboot the PC.

INDeX Contact Centre Modules Page 38 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 39

PC Configuration Client PC Setup (Windows NT – Workstation)

Client PC Setup (Windows NT – Workstation)

This section details the Client PC configuration as follows:

• Install Windows NT Workstation.

• Install Windows NT Service Pack 6a.

• Windows NT Workstation modifications for INDeX CCM applications.

• Map Network Drive

• Install Display Adapter.

• Install ODBC.

Install Windows NT 4.0 Workstation

1. Insert Windows NT CD-ROM and Windows NT Setup Disk 1 and reboot the PC.

2. When prompted, insert Windows NT Setup Disk 2 and press Enter.

3. Press Enter "To setup Windows NT now".

4. Press Enter to attempt to detect Mass Storage Devices in your PC.

5. When prompted, insert Windows NT Setup Disk 3 and press Enter to continue.

6. Press Enter to confirm that there is only one CD ROM storage device.

7. Press Page Down until you reach the end of the Licensing Agreement text and then press F8 to agree.

8. With the Keyboard Layout: US highlighted, press Enter and then select United Kingdom, to change the Keyboard Layout from US to United Kingdom.

9. With "The above list matches my computer" highlighted, press Enter.

10. With "Create partition of size (in MB): 1000" highlighted, press Enter.

11. Press Enter again to continue.

12. Select Format the Partition using FAT file system and press Enter to format the partition.

13. With C:FAT, highlighted press Enter.

14. With "Leave the current file system intact", highlighted press Enter.

15. At \WINNT press Enter for this directory.

16. Press Enter to carry out an exhaustive search. Setup files will now be copied to the PC.

17. When asked, remove the floppy disk (leaving the Windows NT CD in the CDROM Drive) and press Enter.

18. The PC restarts presenting a Windows NT Setup Wizard from which click Next.

19. From the "Setup Options" screen select Typical and click Next.

20. Type your Name as Administrator and your Organisation, click Next.

21. Enter the ID Number (from the Windows NT Workstation Manual), click Next.

22. Type Computer Name and click Next. You must ensure the PC name is NOT called ARCHIVERSQL (e.g. Client_01).

23. Leave the Password fields blank and then click Next.

24. From the "Emergency Repair Disk" screen, select "No, do not create an emergency repair disk" and click Next.

25. Select "Install the Most common Components (recommended)", click Next.

26. With 2) Installing Windows NT Networking selected, click Next.

27. Click to select “Do not connect this computer to a network at this time”, click Next.

INDeX Contact Centre Modules Page 39 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 40

PC Configuration Client PC Setup (Windows NT – Workstation)

Note Installing the Network Interface Card is detailed in “Install EtherLink PCI Network Interface Card” on page 23.

28. Click Finish to complete the setup.

29. From the Date/Time Properties screen, Set Time Zone to GMT and click Close.

30. From the Detected Display screen, click OK and then TEST to test the display.

31. Wait till colour screen closes, from the Testing Mode screen, click Yes and then OK to save the display settings. From the Display Properties screen click OK.

32. Remove any floppy disks and CDs from the PC, click Restart Computer To reboot the PC.

33. From the Begin Logon screen press Ctrl+Alt+Delete to log on.

34. From the Logon Information screen, enter the User name and Password, click OK.

Install Service Pack 6a

Alteration to Windows NT 4.0's configuration including the addition of software mean that the Service Pack (containing Microsoft bug fixes) need to be reapplied.

Perform the procedures detailed in “Install Windows NT Server Service Pack 6a” on page 17.

Windows NT Workstation 4.0 Modifications

To be able to install and run the INDeX CCM application it is essential to modify Windows NT as detailed in this section.

Perform the following procedures as detailed in:

• Regional Settings as detailed on page 34

• Guest Account as detailed on page 34

• Event Log Settings as detailed on page 35

• Install EtherLink PCI Network Interface Card as detailed on page 23 and the

relevant Network setup as required

INDeX Contact Centre Modules Page 40 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 41

PC Configuration Client PC Setup (Windows NT – Workstation)

Map Network Drive

Sharing INDeX CCM

1. From the Windows NT desktop, click (using the right mouse button) Network Neighborhood and select Map Network Drive.

2. Select a Map Drive (e.g. E:), in the Path Type \\ARCHIVERSQL\C, ensuring Reconnect at logon is also checked as shown on the following screen:

3. Click OK.

This enables you to share the INDeX CCM (e.g. INDeX Call Centre View) files.

INDeX Contact Centre Modules Page 41 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 42

PC Configuration Client PC Setup (Windows NT – Workstation)

Sharing INDeX Taskbar

1. From the Windows NT desktop, click (using the right mouse button) Network Neighborhood and select Map Network Drive.

2. Select a Map Drive (e.g. F:), in the Path Type \\ARCHIVERSQL\SDXSHARE, ensuring Reconnect at logon is also checked as shown on the following screen:

3. Click OK.

This enables you to share the INDeX Taskbar files.

Install Display Adapter

Since INDeX CCM applications are designed to use a screen resolution of 800 by 600 pixels, it is necessary to install a third party display adapter driver, which is not installed by default when installing Windows NT.

To install Display Adapter see “Install Display Adapter” on page 22.

Install ODBC

ODBC provides a link between the database in the Server PC and the Client PC.

To install ODBC, see "Install ODBC (Open Database Connectivity)" on page 33.

Note If the Server PC name has been changed you must perform the procedures detailed in "Changing the ODBC Settings" on page 74.

You are now ready to install INDeX CCM applications.

INDeX Contact Centre Modules Page 42 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 43

PC Configuration Client PC Setup (Window 98)

Client PC Setup (Window 98)

This section details the Client PC configuration as follows:

• Format the hard drive (if required).

• Install Windows 98.

• Install Display Adapter.

• Essential Windows 98 modification for INDeX CCM applications.

• Install EtherLink PCI network Interface Card.

• Map Network Drive.

• Install ODBC.

Format Hard Drive

1. With the PC switched off insert the Windows 98 Setup Disk in to the A:\ Drive. Then switch the PC on.

2. At the X:\>Win98> (X is the letter associated with the CD ROM drive) prompt, type cd\ and then press Enter. At the X:\> prompt type A:

3. At the A:\ prompt, type Format C: and press Enter. The following message will be displayed:

"WARNING:

ALL DATA ON NON-REMOVABLE DISK DRIVE C: WILL BE LOST! Proceed with format (Y/N?)"

4. Type Y and press Enter.

5. After formatting, press Enter to leave the volume label blank.

Install Windows 98

1. Insert Windows 98 CD-ROM and Windows 98 Setup Disk 1 and reboot the PC.

2. At the A:\ prompt, type X:, (X is the letter associated with the CD drive of the PC) and press Enter.

3. At the X:\> prompt, type Setup and press Enter. Press Enter to continue. Press X to exit Scan Disk. From the Windows 98 Setup Welcome screen, click Continue to begin setup.

4. Select Directory C:\Windows, click Next. Select Typical, click Next.

5. Select Install the most common components (recommended), click Next.

6. Type Computer Name as required (i.e. Client_01), leaving the WORKGROUP as it is. Click Next, select United Kingdom and then click Next.

7. At “Startup Disk” screen click Next to create a Startup Disk. Insert the Win98 Startup Disk and then click OK. When it has finished creating the Startup disk, remove the disk from A:\ drive, and click OK.

8. Click Next to Start Copying Files. Type your name and Organisation, click Next.

9. Click to select “I accept the Agreement”, click Next. Type Product Key, click Next and then click Finish.

10. From the Date/Time Properties screen, Set Time Zone to GMT London and click Apply and then click OK.

11. Once the PC has restarted, enter the Network Password, click OK. Enter Windows Password, click OK.

12. From Add New Hardware Wizard screen click Next and then follow the instruction to install the Plug and Play Monitor, ensuring both Floppy Disk drivers as well as CD-ROM drivers are selected.

13. Click Finish. Once the PC is restarted, close the Welcome to Windows 98 screen.

INDeX Contact Centre Modules Page 43 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 44

PC Configuration Client PC Setup (Window 98)

Install Display Adapter

Since INDeX CCM applications are designed to use a screen resolution of 800 by 600 pixels, it is necessary to install a third party display adapter driver which is not installed by default when installing Windows NT.

To install Display Adapter see “Install Display Adapter” on page 22.

Windows 98 Modifications

Once Windows 98 is installed, you need to make the following adjustments to be able to run the INDeX CCM applications:

Regional Settings

When installing/running the INDeX CCM applications in the United Kingdom, the Regional Settings needs to be changed from the default installation setting which is usually set to English(United States).

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel options, open Regional Settings,

3. From the Regional Settings tab select English (United Kingdom), click Apply, click Yes to restart the PC.

Note Ensure the Regional Setting is appropriate for the relevant country.

INDeX Contact Centre Modules Page 44 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 45

PC Configuration Client PC Setup (Window 98)

Install EtherLink PCI Network Interface Card

There are four steps to the NIC installation:

1. Run the pre-installation program before installing the NIC in the PC. The EtherCD pre-installation program prevents conflicts with the NIC and your operating system. It guides you through the NIC installation and must be run before you physically install the NIC in the PC.

2. Install the NIC in the PC.

3. Connect the NIC to the network.

4. Install the network driver.

Note If there is network card in the PC, you must remove the Adapter and the Network card from the PC.

1. Run the Pre-installation Program

Before you physically install the NIC in a PC, run the NIC pre-installation program to properly set up your system environment.

The pre-installation program prevents conflicts with the NIC and your operating system. It guides you through the NIC installation and must be run before you physically install the NIC in the PC.

To run the NIC pre-installation program:

1. Do NOT install the NIC in the PC.

2. Turn on the power to the PC and start Windows.

3. Quit any open applications and disable the automatic protection feature of any anti-virus software that may be running.

5. Click NIC Software.

6. Click NIC Drivers and Diagnostics.

Files are copied. A message box appears when the installation is complete.

8. Click OK.

9. Select your operating system (Windows 98) to continue the installation. The Completing NIC Installation screen appears.

10. Click Done.

11. Exit the EtherCD, and then shut down Windows.

12. Turn off the power to the PC.

INDeX Contact Centre Modules Page 45 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 46

PC Configuration Client PC Setup (Window 98)

2. Install the NIC in the PC

To install the NIC in the PC:

1. Make sure that you have run the preinstallation program, as described in the previous section.

2. Turn off the power to the PC and unplug the power cord.

3. Remove the cover from the PC.

4. Locate an empty, nonshared bus-mastering PCI slot and remove its slot cover. Save the screw. Do not install the NIC in a shared PCI slot. Avoid any PCI slot next to an ISA slot. This is often a shared slot and does not support bus mastering.

5. Carefully insert the NIC in the empty PCI slot. Press firmly to ensure that the NIC is fully seated in the slot.

6. Secure the NIC with the screw you removed earlier.

7. Replace the PC cover and plug in the power cord. Do NOT turn on the power to the PC.

3. Connect the NIC to the Network

Connect the appropriate network cable to the NIC provided by the Network Administrator of the Customer’s Site.

4. Install the Network Driver

To install the network driver:

1. Turn on the power to the PC. Windows 98 detects the NIC.

2. The Add New Hardware Wizard starts, click to select “Display a list of all the drivers in a specific location” and then click Next.

3. With the Network Adapter selected, click OK.

4. When prompted insert the EtherCD in the CD ROM drive and then click OK.

5. From Insert Disk screen, type the CD ROM drive letter, (e.g. d:\).

6. Click OK and then click Finish.

7. You must restart the PC to complete the installation.

You are now ready to adjust the Networking Setup according to the Customer’s Network, i.e. either TCPIP or IPX/SPX as detailed in following pages.

TCP/IP Networking setup

This is only applicable if the site network uses TCP/IP. Otherwise, configure the network according to the Site's Network.

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel options open, Network.

3. Highlight TCP/IP Protocol and click Properties. Add the settings specified by the customer's Network Manager and then click OK.

4. Click OK and allow the Client PC to restart.

INDeX Contact Centre Modules Page 46 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 47

PC Configuration Client PC Setup (Window 98)

Network IPX Frame Type

This is only applicable if the site network uses IPX Frame Type. Otherwise, configure the network according to the Site's Network.

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel options open, Network.

3. Click IPX/SPX compatible Protocol, click Properties.

4. Click to select, "I want to enable NetBOIS over IPX/SPX” and then click OK.

5. From the IPX/SPX compatible Protocol Properties screen, click the Advanced tab, and highlight the ‘Frame Type’ Property, then from the Value drop-down list, select Ethernet II.

6. Click OK.

7. From the Network screen, click File and Print Sharing the following screen appears:

8. Click to select both options and click OK.

9. From the Network screen, click the Identification tab, enter the Computer name and Workgroup as required.

10. Click OK.

11. When prompted, click Yes to restart the PC.

INDeX Contact Centre Modules Page 47 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 48

PC Configuration Client PC Setup (Window 98)

Map Network Drive

Sharing INDeX CCM

1. From the Windows 98 desktop, click (using the right mouse button) Network Neighborhood and select Map Network Drive.

2. Select a Map Drive (e.g. E:), in the Path Type \\ARCHIVERSQL\C, ensuring Reconnect at logon is also checked as shown on the following screen:

3. Click OK.

This enables you to share the INDeX CCM (e.g. INDeX Call Centre View) files.

Sharing INDeX Taskbar

1. From the Windows 98 desktop, click (using the right mouse button) Network Neighborhood and select Map Network Drive.

2. Select a Map Drive (e.g. F:), in the Path Type \\ARCHIVERSQL\SDXSHARE, ensuring Reconnect at logon is also checked as shown on the following screen:

3. Click OK.

This enables you to share the INDeX Taskbar files.

Install ODBC

ODBC provides a link between the database in the Server PC and the Client PC.

To install ODBC see "Install ODBC (Open Database Connectivity)" on page 33.

Note If the Server PC name has been changed you must perform the procedures detailed in "Changing the ODBC Settings" on page 74.

You are now ready to install INDeX CCM applications.

INDeX Contact Centre Modules Page 48 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 49

PC Configuration Client PC Setup (Windows 2000)

Client PC Setup (Windows 2000)

This section details the Client PC configuration as follows:

• Install Windows 2000 Service Pack 1.

• Windows 2000 modifications for INDeX CCM applications.

• Map Network Drive

• Install Display Adapter.

• Install ODBC.

Install Service Pack 1

Alteration to Windows 2000's configuration including the addition of software mean that the Service Pack (containing Microsoft bug fixes) needs to be reapplied.

Follow the instructions on your Windows 2000 disk to re-install the service pack.

Windows 2000 Modifications

To be able to install and run the INDeX CCM application it is essential to modify Windows 2000 as detailed in this section.

Perform the following procedures as detailed in:

• Regional Settings as detailed below

• Guest Account as detailed on page 50

• Event Log Settings as detailed on page 50

• Install EtherLink PCI Network Interface Card as detailed on page 23 and the

relevant Network setup as required

Regional Settings

The Regional Settings need to be changed from the default installation settings which are usually English (United States).

1. From the Windows Taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel, open Regional Options.

3. From the General Tab select English (United Kingdom), click Apply and then click on Ok.

INDeX Contact Centre Modules Page 49 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 50

PC Configuration Client PC Setup (Windows 2000)

Guest Accounts

For INDeX CCM applications to communicate, the Guest Account on Windows 2000 needs to be enabled. To modify the Guest Account:

1. From the Windows Taskbar, click Start, point to settings and select Control Panel.

2. From the Control panel, open Users and Passwords

3. Click on the Advanced Tab. In the Advanced User Management section click on the Advanced button.

4. Open the Users folder and then double click on Guest.

5. Click on the General Tab. Remove the tick by 'Account is disabled' then click on the Apply button. Click on Ok and then close all screens.

Event Log Settings

The Event Log settings are altered through the windows Event Viewer. To do this:

1. From the Windows Taskbar, Click Start, point to settings and select Control Panel.

2. From the Control panel open Administrative Tools

3. Open Event Viewer.

4. Right Mouse click on Application Log and select properties. In the Log size section select overwrite events as needed. Click on apply and then Ok.

5. Right mouse click on Security Log and select properties. In the Log size section select overwrite events as needed. Click on apply and then Ok.

6. Right mouse click on System Log and select properties. In the Log size section select overwrite events as needed. Click on apply and then Ok.

7. Close all open windows.

INDeX Contact Centre Modules Page 50 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 51

PC Configuration Client PC Setup (Windows 2000)

Map Network Drive

Sharing INDeX CCM

1. From the Windows desktop, click (using the right mouse button) my Network Places and select Map Network Drive.

2. Select a Map Drive (e.g. E:).

3. In the Folder section type \\ARCHIVERSQL\C

4. Make sure that the Reconnect at logon is also checked as shown on the screen shown below.

5. Click on Finish.

This enables you to share the INDeX CCM (e.g. INDeX Call Centre View) files.

Sharing INDeX Taskbar

1. From the Windows desktop, click (using the right mouse button) My Network Places and select Map Network Drive.

2. Select a Map Drive (e.g. F:).

3. In the Path Type \\ARCHIVERSQL\SDXSHARE, ensuring Reconnect at logon is also checked.

4. Click on Finish.

Install Display Adapter

To install Display Adapter see “Install Display Adapter” on page 22.

Install ODBC

ODBC provides a link between the database in the Server PC and the Client PC.

To install ODBC, see "Install ODBC (Open Database Connectivity)" on page 33.

Note If the Server PC name has been changed you must perform the procedures detailed in "Changing the ODBC Settings" on page 74.

You are now ready to install INDeX CCM applications.

INDeX Contact Centre Modules Page 51 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 52

Install INDeX CCM Applications Overview

Install INDeX CCM Applications

Overview

This section describes the procedures of installing the software for the INDeX Contact Centre suite. The installation procedure is divided into the following steps, which must be performed:

1. Install INDeX CCM applications.

2. Setting SQL Server Configuration Information.

3. Install Windows NT Service Pack 6a.

Note Once you have completed the installation of the INDeX CCM, ensure you REINSTALL Windows NT Service Pack 6a, as detailed “Install Windows NT Server Service Pack 6a” on page 17

Integration of INDeX CCM with INDeX Voice Manager

To integrate INDeX CCM with INDeX Voice Manager, there must only be one Access Manager running within the system. In this case, the Access Manager must reside on the Server Cassette.

For the installation of the INDeX Voice Manager, refer to the "INDeX Voice Manager Installation and Maintenance Manual".

Since the Access Manager resides within the Server Cassette, to integrate INDeX CCM with INDeX Voice Manager, you need to Disable the INDeX Access Manager Service residing in the INDeX CCM Server PC.

1. After the INDeX CCM Server PC is restarted, from the Windows NT taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel options open, Services.

3. Select the INDeX Access Manager and then click Stop.

4. Click Yes to agree to stop the service.

5. With the INDeX Access Manager selected, click Startup.

6. From Service screen, click to select Disable as the Startup Type and then click OK.

7. From Services screen, click Close and then exit Control Panel.

Note To enable the INDeX Access Manager Service, set the Startup Type to Automatic and then restart the PC.

INDeX Contact Centre Modules Page 52 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 53

Install INDeX CCM Applications INDeX CCM on Standalone Server PC

INDeX CCM on Standalone Server PC

The required INDeX CCM applications are:

1. INDeX Access Manager

2. INDeX Delta Server

3. INDeX Wallboard Server

4. INDeX Report Manager

5. INDeX Taskbar

6. INDeX Network Administrator

7. INDeX Call Centre View

If integrating INDeX CCM with INDeX Voice Manager, follow the procedures detailed in "Integration of INDeX CCM with INDeX Voice Manager" on page 52, when installing the Access Manager.

When installing more than one Server Components there is a 2-minute time delay between each Server application.

After having installed all the Server and Client Components:

1. from the INDeX Install Wizard, click Finish to end the INDeX Install Wizard. Restart the PC.

2. ensure that all the files copied to Windows NT are up to the Service Pack 6a level, by installing Service Pack 6a AGAIN as detailed in “Install Windows NT Server Service Pack 6a” on page 17.

IT IS HIGHLY RECOMMENDED TO RESTART THE PC ONCE THE

INSTALLATION OF THE INDEX CCM APPLICATIONS IS COMPLETE.

Note 1: After starting up the Server PC, it is necessary to Logon to it. This should be done no sooner than 10 seconds after the Logon prompt is displayed.

Note 2: After Logging onto a newly started Server PC, INDeX Taskbar, INDeX Access Manager, INDeX Delta Server, Document Agent Server and INDeX Archiver will all start automatically. These are all timed starts and this will take 1-2 minutes.

INDeX Contact Centre Modules Page 53 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 54

Install INDeX CCM Applications INDeX CCM on Server PC/Client PC

INDeX CCM on Server PC/Client PC

For a Server PC/Client PC scenario the required INDeX CCM applications are:

Server PC:

1. INDeX Access Manager

2. INDeX Delta Server

3. INDeX Taskbar

4. INDeX Network Administrator

5. INDeX Report Manager

6. INDeX Wallboard Server

Client PC:

1. INDeX Taskbar

2. INDeX Report Client

3. INDeX Wallboard Client

4. INDeX Call Centre View

5. INDeX Network Administrator

If integrating INDeX CCM with INDeX Voice Manager, follow the procedures detailed in "Integration of INDeX CCM with INDeX Voice Manager" on page 52, when installing the Access Manager.

After having installed all the Server and Client Components:

1. from the INDeX Install Wizard, click Finish to end the INDeX Install Wizard. Restart the PC.

2. ensure that all the files copied to Windows NT are up to the Service Pack 6a level, by installing Service Pack 6a AGAIN as detailed in “Install Windows NT Server Service Pack 6a” on page 17.

When installing more than one Server Components there is a 2-minute time delay between each Server application.

IT IS HIGHLY RECOMMENDED TO RESTART THE PCs ONCE THE

INSTALLATION OF THE INDEX CCM APPLICATIONS IS COMPLETE.

Note 1: After starting up the Server PC, it is necessary to Logon to it. This should be done no sooner than 10 seconds after the Logon prompt is displayed.

INDeX Contact Centre Modules Page 54 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 55

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX CCM Server Applications

1. With the Windows NT running, insert the INDeX Application CD in the CD Drive. The auto run sequence executes the Installation.

Note INDeX CCM application's PC, requires a MINIMUM of 128MB of RAM for the Server PCs and 64MB of RAM for the Client PCs.

2. Click Next the following screen appears:

INDeX Contact Centre Modules Page 55 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 56

Install INDeX CCM Applications INDeX CCM Server Applications

3. Enter the CD-ROM Drive (e.g. e:\) and then click Next the following screen appears, listing the Client and Server Components available for installation:

4. Check that the Available Servers list includes the required Server applications.

5. Select Server Components and click Next, the following screen appears:

INDeX Contact Centre Modules Page 56 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 57

Install INDeX CCM Applications INDeX CCM Server Applications

6. Select Full Installation and click Next, the following screen appears:

7. Click Next to proceed to the following screen.

This screen displays the list of available INDeX Server Components as well as the status of the existing server components on the Server PC.

Note Picking one component may automatically select other components normally installed with it. You can manually de-select those other components if not required. For example, selecting INDeX Wallboard Server, you will notice that the INDeX Access Manager and INDeX Delta Server are automatically checked.

System Status: Not on System – The Server Component is not installed; System is Current – The same version of the Server Component is already

installed; System is Older – The Server Component is already installed and is a later version of the one available for installation; System Incompatible – The Server Component available for installation is not compatible with other components already installed.

INDeX Contact Centre Modules Page 57 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 58

Install INDeX CCM Applications INDeX CCM Server Applications

8. Select the required Server Component(s) and then click Next to proceed to the following screen:

9. The list of Client applications depends upon the Server applications that are selected to be installed. Click Install. See the relevant sections for each product installation.

Once all the Server Components have been installed, follow the instructions detailed in "INDeX CCM Client Applications" on page 59 to install the Client components.

INDeX Contact Centre Modules Page 58 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 59

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX CCM Client Applications

If you have just completed installing INDeX CCM Server applications, the following screen appears:

The list of Client applications depends upon the Server applications that are selected to be installed.

Click Back till you reach the screen in step 3 (below) and follow the instructions from step 4 on wards.

Otherwise:

1. Insert the INDeX Application CD in the CD Drive. The auto run sequence executes the Installation Wizard.

Note INDeX CCM application's PC, requires a MINIMUM of 64MB of RAM.

2. Click Next the following screen appears:

INDeX Contact Centre Modules Page 59 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 60

Install INDeX CCM Applications INDeX CCM Server Applications

3. Enter the CD-ROM Drive (e.g. e:\) and then click Next the following screen appears, listing the Client and Server Components available for installation:

4. Click Next to proceed to the following screen:

5. Click Search button, Browse for Computer screen .

6. Select the Target Server Machine (e.g. Archiversql), click OK.

INDeX Contact Centre Modules Page 60 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 61

Install INDeX CCM Applications INDeX CCM Server Applications

7. Click Next to the following screen:

This screen shows the list of Available Client Components plus a list of Client Dependencies for whichever Client Component is currently highlighted. The presence and version numbers of those Client Dependencies will be checked when you install any of the Client Components.

Each of the Client Dependencies for the Client Component is checked.

– If it is compatible, no message appears. – If a Client Dependency is not present or an incompatible version, then a

warning message will be displayed. Take a note of the message before canceling installation by clicking on Finish. You will have to install the missing dependency before installing the Client Components.

8. Select the required Client application and then click Install Client. See the relevant sections for each product installation.

When all the INDeX CCM Client applications have been installed, click Finish to close the INDeX Install Wizard and restart the PC..

Note When installing INDeX CCM Client applications on Windows NT Workstation/Server, ensure to reinstall Service Pack 6a as detailed in “Install Windows NT Server Service Pack 6a” on page

17.

INDeX Contact Centre Modules Page 61 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 62

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX Wallboard Server

1. Once you clicked Install Servers, the Welcome screen appears.

2. Click Next a Restart message screen appears.

3. Click OK to complete the INDeX Wallboard Server installation.

4. Click Finish.

When installing more than one Server Component there is a 2-minute time delay between each Server application.

INDeX Delta Server

With the installation of the INDeX Wallboard Server complete, the Delta Server Welcome screen appears to indicate the start of the INDeX Delta Server installation program:

1. From the Welcome screen, click Next to commence the installation, the following screen appears:

2. If you do not wish to view the Agent details in any of the INDeX CCM applications (i.e. Call Centre View, Wallboard Server, Report Client) you must click No.

3. If you wish to view the Agent details in any of the INDeX CCM applications (i.e. Call Centre View) you must click Yes.

Note This feature has been introduced for the German Market.

4. When the Installation Completed screen appears, click Finish to complete the INDeX Delta Server installation.

When installing more than one Server Component there is a 2-minute time delay between each Server application.

INDeX Contact Centre Modules Page 62 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 63

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX Access Manager

With the installation of the INDeX Delta Server complete, the INDeX Access Manager Welcome screen appears to indicate the start of the installation program.

1. From the Welcome screen, click Next to commence the installation.

Note If integrating INDeX CCM with INDeX Voice Manager, follow the procedures detailed in "Integration of INDeX CCM with INDeX Voice Manager" on page 52, when installing the Access Manager.

When installing more than one Server Component there is a 2-minute time delay between each Server application.

INDeX Contact Centre Modules Page 63 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 64

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX Report Manager

With the installation of the INDeX Access Manager complete, the following screen appears to indicate the start of the INDeX Report Manager installation program.

1. From the Welcome screen, click Next to commence the installation. During the installation the following screen appears:

3. When installing this application for the first time, you MUST click Yes to configure the INDeX Archiver to 2000MB. (This takes about 20 minutes).

4. When upgrading this application, follow the Release Notes associated with Upgrading the INDeX Report Manager application. However if you click Yes, the following appears:

5. Click No, the database device will not be replaced and go to step 10. Alternatively,

6. Click Yes the following screen appears:

7. Click Yes to overwrite the existing Reports Database.

Alternatively;

8. Click No.

9. Once the INDeX Archiver database configuration is complete the following screen appears:

10. Click OK.

11. Form the Installation Complete screen, click Finish.

When installing more than one Server Component there is a 2-minute time delay between each Server application.

INDeX Contact Centre Modules Page 64 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 65

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX Taskbar

1. From the INDeX Install Wizard screen, select INDeX Taskbar:

2. Click Install.

3. Select the required Setup language and then click OK.

4. From the Welcome screen, click Next to continue.

5. From Select Program Folder click Next to continue.

6. At the Microsoft comctl32.dll Update warning message, click OK to continue.

7. Click OK to proceed to the following screen:

8. Click Finish to complete the installation program.

INDeX Networked Administration

1. From the INDeX Install Wizard screen, select INDeX Networked Administration.

2. Click Install.

3. Select the required Setup language and then click OK to continue.

4. Click Next to continue.

5. To install to a different directory, click Browse, and select another directory.

6. To install to the directory on the screen, click Next the following screen appears:

7. Click Finish to complete the installation.

INDeX Contact Centre Modules Page 65 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 66

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX Call Centre View

1. From the INDeX Install Wizard screen, select INDeX Call Centre View:

2. Click Install.

3. From the Welcome screen, click Next the following screen appears:

4. Middleware component checks the version number of the relevant Server applications required when running the Client application.

5. Type the name of the PC where the Server application resides or click Search and select from the list. Type Administrator as the User name and type the Password if one specified. Click OK to continue. You will need to enter the information twice depending upon the Server dependencies.

6. When installing this application on Window95/98 the following screen appears:

INDeX Contact Centre Modules Page 66 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 67

Install INDeX CCM Applications INDeX CCM Server Applications

7. Click Yes to proceed to the following screen:

8. Click Yes to accept the License Agreement.

9. From the Installation Complete, click Finish to complete the installation.

INDeX Contact Centre Modules Page 67 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 68

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX Report Client

1. From the INDeX Install Wizard screen, select INDeX Report Client:

2. Click Install.

3. From the Welcome screen, click Next to continue.

4. Middleware component checks the version number of the relevant Server applications required when running the Client application.

5. Type the name of the PC where the Server application resides or click Search and select from the list. Type Administrator as the User name and type the Password if one specified. Click OK to continue. You may need to enter the information twice depending upon the Server dependencies.

6. When installing this application on Window95/98 the following screen appears:

7. Click Yes to proceed to the following screen:

8. Click Yes to accept the License Agreement.

9. From the Installation Complete, click Finish to complete the installation.

INDeX Contact Centre Modules Page 68 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 69

Install INDeX CCM Applications INDeX CCM Server Applications

INDeX Wallboard Client

1. From the INDeX Install Wizard screen, select INDeX Wallboard Client:

2. Click Install.

3. From the Welcome screen, click Next to continue.

4. Middleware component checks the version number of the relevant Server applications required when running the Client application.

5. Type the name of the PC where the Server application resides or click Search and select from the list. Type Administrator as the User name and type the Password if one specified. Click OK to continue. You may need to enter the information twice depending upon the Server dependencies.

6. When installing this application on Window95/98 the following screen appears:

7. Click Yes to proceed to the following screen:

8. Click Yes to accept the License Agreement.

9. From the Installation Complete, click Finish to complete the installation.

INDeX Contact Centre Modules Page 69 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 70

Install INDeX CCM Applications Trouble Shooting

Trouble Shooting

This section details how to correct many common problems, however as a last resort read the appropriate manual.

INDeX CCM Installation

1. Whenever anything is loaded from the I386 directory on a Windows NT4 installation CD, re-installation of NT4 Service Pack 6a is NECESSARY.

2. On the Server PC, ensure that the guest account is enabled. Also ensure that the C drive is shared with the names ‘C’ and ‘SDXSHARE’.

3. If, for whatever reason, the Server PC has to be renamed from the default name (ArchiverSQL), be aware that Microsoft SQL cannot be guaranteed to operate correctly if a name that includes spaces is used. Also be sure to rename the server fields in the ODBC system DSN’s for SDXArchiver as well as SDXRepository.

4. Only pilot numbers are regarded to be DDI numbers. When reporting on DDI numbers any DDI number that is not a pilot number cannot be reported on.

INDeX CCM Client applications

1. It is possible that a Client application will NOT automatically find the INDeX Access Manager/INDeX Delta Server, if the Client application and INDeX Access Manager/INDeX Delta Server are on PCs on different networks. When this happens, click the ‘Advanced’ button (from Find Server screen) and select the option to enable the name of the PC running the INDeX Access Manager/INDeX Delta Server to be typed in.

2. When using Microsoft Windows 98, for Client applications mapping a drive to the C drive on the Server PC will speed up Server discovery.

3. When using a Global/Seltek Voice Manager for queuing which uses the traditional pickup method, the number of calls presented along with the answer time statistics for an agent/agent group may not be as expected.

INDeX Taskbar

1. After creating new Users on the INDeX Taskbar, the INDeX Taskbar on the Server needs to be restarted. If an INDeX Wallboard Server is running on the Server this will also need to be restarted.

INDeX Report Manager

1. If the IPX/SPX protocol is being used to connect the INDeX Report Client to a server and the INDeX Report Client takes longer than a minute to start then try changing the frame type.

2. To be sure that the INDeX Archiver is passing information into the database it is a good idea to keep the status window displayed.

3. From the Document Agent Server Options screen, you MUST set the Performance [Number of tasks allowed to run concurrently], attribute to 1. This allows the overlapped scheduled reports, to run correctly.

INDeX Wallboard Server/Client

1 On the INDeX 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.

INDeX Contact Centre Modules Page 70 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 71

Change Server PC Name Overview

Change Server PC Name

Overview

It is vital that the Server PC used to run the INDeX CCM modules is called ARCHIVERSQL whilst installing the applications. Once the installation is complete, change the PC name and workgroup name if desired, as detailed in this section, prior to connecting the PC to the network.

The following procedure has to be performed after the INDeX CCM applications have been installed on the relevant PCs. However you must ensure none of the INDeX CCM applications are running.

Server PC

To change the Server PC name the following procedures have to be performed:

1. Change the Server PC Name as detailed below

2. Change the ODBC Setting for both the SDXArchiver and SDXRepository databases as detailed in “Changing the ODBC Settings” on page 74;

3. Register the new SQL 7.0 Server.

Change Server PC Name

If there is another ARCHIVERSQL PC on the Network, then install the INDeX CCM applications without the PC plugged to the Network.

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel, double click Network,

3. From the Identification tab. Click Change.

4. Type your computer name as required. Click OK.

5. From the Identification tab, click OK to confirm.

6. When prompted, click Yes to restart the PC.

7. Once the PC has restarted the following screen may appear:

8. Click OK. The following screen also appears:

10. Click OK. You must register the new PC Server name.

11. Close all the INDeX CCM applications.

INDeX Contact Centre Modules Page 71 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 72

Change Server PC Name Server PC

Registering Server (SQL Server 7.0)

When you run SQL Server Enterprise Manager for the first time, it registers the local server running SQL Server automatically. If you change the name of the PC Server, you need to update the SQL 7.0 Setup files and run the Register Server Wizard to register the new Server.

1. Insert the SQL 7.0 Server CD in the CD ROM drive.

2. From the Microsoft SQL Server Automenu screen click Install SQL Server 7.0 Components.

4. From the Install SQL Server 7.0 Components screen select Database Server – Standard Edition.

5. Ensure “Local Install – Install to the Local Machine” is selected and then click Next, the following screen appears:

6. Click Yes to upgrade the SQL Server 7.0 Setup.

7. From Setup Complete screen, click Finish.

8. Click Exit to close the SQL Server Automenu. Restart the PC.

Once the PC is rebooted You must register the server before you can administer and manage it by using SQL Server Enterprise Manager. When you register a server, you must specify:

– The name of the server. – The type of security used to log on to the server. – Your login name and password, if appropriate. – The name of the group where you want the server to be listed after it is

registered.

1. From the Windows NT Taskbar, click the Start button, point to Programs and Microsoft SQL Server 7.0 and then select Enterprise Manager.

2. Click (using the right hand mouse button) SQL Server Group and select New SQL Server Registration, the Register SQL Server Wizard Welcome screen appears, from which click Next to proceed to the following screen:

INDeX Contact Centre Modules Page 72 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 73

Change Server PC Name Server PC

3. Click Add and then click Next to proceed.

4. From Select an Authentication Mode screen, click to select SQL Server Authentication, and then click Next to proceed to the following screen:

5. Type sa as the Login name and then click Next to proceed.

6. Ensure SQL Server Group is selected and then click Next to proceed.

7. Click Finish to connect the new server, the following screen appears:

8. Once the Server Registration is complete, click Close.

9. To start SQL Server automatically, select Automatically start SQL Server when connecting.

INDeX Contact Centre Modules Page 73 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 74

Change Server PC Name Server PC

Changing the ODBC Settings

Ensure you perform the following procedure for both the SDXArchiver and SDXRepository System Data Sources.

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel, open ODBC, and click System DSN tab, the following screen appears:

The System DSN Tab adds, deletes, or sets up data sources with system DSNs. These data sources are local to a computer, rather than dedicated to a user. When the computer's name changes, you must also change the settings of the data sources. The system, or any user having privileges, can use a data source set up with a system DSN.

Note System data sources lists all the system DSNs that includes the name of each DSN and the driver associated with the DSN. Double-clicking a system DSN displays the driver-specific data source setup dialog box.

INDeX Contact Centre Modules Page 74 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 75

Change Server PC Name Server PC

3. Select the SDXArichiver and then click Configure.

Note Configure – Displays the driver-specific data source setup dialog box that enables you to change the configuration of an existing system data source. You must select the name of a system data source from the list before choosing the Configure button.

4. In the Description box, enter the new Server name (e.g. if the PC name has been changed to ARCHIVERSQL123, then in the above screen, SDXArchiver on server ARCHIVERSQL changes to SDXArchiver on server ARCHIVERSQL123).

5. In the Server box, enter the new server name (e.g. ARCHIVERSQL123), click Next, the following screen appears:

6. Ensure “With SQL Server authentication using a login ID and password entered by the user” is selected.

7. Enter the Login ID as sa, leaving the Password field blank.

8. Click Next, ensure SDXArchiver is selected, click Next.

9. Ensure “Let SQL Server ODBC driver choose the translation method” is selected.

10. Click Next and then click Finish.

11. Click Test Data Source to ensure the configuration is created and then click OK.

Note You MUST ensure to repeat the above procedure for the SDXRepository Data Source.

12. From the ODBC Data Source Administrator screen, click OK.

13. Switch the PC off, connect the PC to the Network, and switch the PC back on.

INDeX Contact Centre Modules Page 75 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 76

Change Server PC Name Client PC (Windows NT Workstation)

Client PC (Windows NT Workstation)

Once the Server PC name has changed, you must change the ODBC settings of the SDXArchiver and SDXRepository databases as detailed in "Changing the ODBC Settings" on page 74.

Client PC (Windows 98)

When you change the name of the Server PC, the you also need to make the relevant database changes on the Client PC. This is vital when running the INDeX Report Client. Ensure you perform the following procedure for both the SDXArchiver and SDXRepository System Data Sources.

1. From the Windows taskbar, click Start, point to Settings and select Control Panel.

2. From the Control Panel, open 32bitODBC, and click System DSN tab, the following screen appears:

3. Select the SDXArchiver and then click Configure.

5. In the Server box, enter the new server name (e.g. ARCHIVERSQL123), click OK.

Note You must ensure you repeat the above procedure for the SDXRepository Data Source.

6. From the ODBC Data Source Administrator screen, click OK.

INDeX Contact Centre Modules Page 76 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 77

PC Upgrade Overview

PC Upgrade

Overview

The INDeX Contact Centre Manager supports a minimum of 5 (using SPC5) concurrent supervisor positions. However you can increase the number of clients, by upgrading to either the SPC10 or SPC20.

This section explains, in detail, the procedures of transferring the relevant data as well as the SDXArchiver and SDXRepository database from a lower Server PC specification to a higher Server PC specification (e.g. SPC5 to SPC10/SPC20).

The same procedure is applicable when transferring the data from an earlier version of the INDeX CCM Server PC to SPC5/10/20.

To upgrade to a higher Server PC specification, as your Server PC within the network, you need to:

– Change the name of the Source PC as detailed in “Change Server PC Name”

on page 71

– Transfer the Wallboard Server Database from Source PC to Destination PC; – Copy INDeX Call Centre View folder from Source PC to Destination PC; – Copy INDeX Taskbar Login Data folder from Source PC to Destination PC; – Transfer the SDXArchiver Database from Source PC to Destination PC.

Note During this process you must ensure NONE of the INDeX CCM applications are running.

INDeX Wallboard Server Database Transfer

1. From the Source Server PC, map a drive to the Destination Server PC (e.g. \\newserver\c) as detailed in "Map Network Drive" on page 41.

2. From the Source Server PC, using Windows NT Explorer, copy "SDXWB.ini” “DEVICES.mdb", "WALLBRD.mdb" and "AggregateVars.mdb" to the same location on the Destination Server PC (i.e. C:\lucent\WBSERVER).

INDeX Call Centre View Database Transfer

1. From the Source Server PC, map a drive to the Destination Server PC (e.g. \\newserver\c) as detailed in "Map Network Drive" on page 41.

2. From the Source Server PC, using Windows NT Explorer, copy LANGUAGES, MUGSHOTS and OPERATOR folders to Destination Server PC (i.e. C:\lucent\CCV).

INDeX Taskbar Login Data Transfer

1. From the Source Server PC, map a drive to the Destination Server PC (e.g. \\newserver\c) as detailed in "Map Network Drive" on page 41.

2. From the Source Server PC, using Windows NT Explorer, copy DATA folder to Destination Server PC (i.e. C:\SDX\Data).

INDeX Contact Centre Modules Page 77 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 78

Administering Database Backing Up and Restoring Overview

Administering Database

Backing Up and Restoring Overview

The backup and restore component of Microsoft® SQL Server™ provides an important safeguard for protecting critical data stored in SQL Server databases. Backing up and restoring a database allows for the complete restoration of data over a wide range of potential system problems:

• Media failure If one or more of the disk drives holding a database fail, you are faced with a complete loss of data unless you can restore an earlier copy of the data.

• User errors If a user or application either unintentionally or maliciously makes a large number of invalid modifications to data, the best way to deal with the problem may be to restore the data to a point in time before the modifications were made.

• Permanent loss of a server If a server is disabled permanently, or a site is lost to a natural disaster, you may need to activate a warm standby server or restore a copy of a database to another server.

Additionally, backing up and restoring databases is useful for non-system problems, such as moving or copying a database from one server to another. Backing up a database from one computer, and restoring the database to another can make a copy of a database made quickly and easily.

Backing Up a Database

Backing up a database makes a copy of a database, which can be used to restore the database if it is lost. Backing up a database copies everything in the database. A backup operates like a fuzzy snapshot taken of a database : A database backup records the complete state of the data in the database at the time the backup operation completes.

Restoring a Database

Restoring a database backup returns the database to the same state it was in when the backup was created. Any incomplete transactions in the database backup, (transactions that were not complete when the backup operation completed originally), are rolled back to ensure the database remains consistent.

INDeX Contact Centre Modules Page 78 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 79

Administering Database Creating Database Backup

Creating Database Backup

When creating a database backup, the backup operation copies only the data in the database to the backup file; it does not copy out unused space in the database. Because the database backup contains only the actual data in the database, not any empty space, the database backup is likely to be smaller than the database itself.

If you are producing database backups only, the backup interval should be long enough to keep the backup overhead from affecting production work, yet short enough to prevent the loss of significant amounts of data. Databases that do not contain critical data and have few modifications can be backed up on a weekly or biweekly basis. Data that is more critical or more volatile may need to be backed up daily, or even more frequently. Some databases that are usually read-only may need to be backed up only after a periodic refresh with new data.

Note If any files are added or removed from a database, a database backup should be created immediately.

Database - Complete

During the installation of the Report Manager, Backup administration is configured and the SDXArchiver database is automatically backed-up in the D:\MSSQL7 drive. To change the location of the backup destination to the Tape Drive, perform the following procedure.

Note Ensure the Tape drive is already installed to be able to change the destination of the database backup drive.

1. From the Windows NT Taskbar, click the Start button, point to Programs and Microsoft SQL Server 7.0 and then select Enterprise Manager, the following screen appears:

INDeX Contact Centre Modules Page 79 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 80

Administering Database Creating Database Backup

2. Highlight the Server item (i.e. ARCHIVERSQL in the above screen) on the explorer tree and then from Tools menu, select Backup Database, the following screen appears:

3. Using the pull down arrow associated with Database field, select SDXArchiver database.

4. From the list of Backup options, ensure Database – complete is selected. This is recommended when backing up the database for the first time. Refer to “Database – Differential” on page 81 to select the Differential Backup option.

INDeX Contact Centre Modules Page 80 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 81

Administering Database Creating Database Backup

5. Click to select Tape for the Backup Destination and then click Add. Click to select Tape and then from the pull down arrow select Tape as displayed in the following screen:

6. Click OK.

7. From the SQL Server Backup screen, select Overwrite – Append to media option. Click OK.

8. Once the database has been copied, the following screen appears:

9. Click OK.

Database – Differential

You can supplement database backups by using differential database backups that record only the changes made to the database after the last database backup. For example, you can create a database backup nightly, and create differential database backups at shorter intervals, such as every four hours.

Each differential database backup records all modifications made to a database after the last database backup, not just the changes made after the last differential database backup. If you create a database backup, followed by multiple differential database backups, you do not have to restore the database backup followed by all of the differential database backups; you only have to restore the database backup and the last differential database backup created.

Perform the procedure detailed in the “Error! Reference source not found.” on page Error! Bookmark not defined., however select Database – Differential as the Backup option.

INDeX Contact Centre Modules Page 81 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 82

Administering Database Creating Database Backup

Automatic Backup

You can automate administrative tasks using SQL Server Agent jobs. You define the job one time, yet you can run it many times.

By default the SDXArchiver database is automatically backed up on to the D:\MSSQL7 disk drive. This section details the procedure required to automatically enable the Tape drive as the backup device. Once the Automatic Tape Drive Backup has been enabled it is advisable that you disable the backup jobto disk drive as detailed in this section.

1. From the Windows NT Taskbar, click the Start button, point to Programs and Microsoft SQL Server 7.0 and then select Enterprise Manager, the following screen appears:

2. Click the Server item (i.e. ARCHIVERSQL in the above screen) on the explorer tree, then click Management folder, from which SQL Server Agent and then click Jobs as shown in the following screen:

INDeX Contact Centre Modules Page 82 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 83

Administering Database Creating Database Backup

3. Click “DB Tape Backup Job for DB Maintenance Plan ‘SDXArchiver’” (using the right hand mouse button) and select Properties, the following screen appears:

4. Click to select Enabled, click Apply and then OK.

5. To disable the Disk Backup, click “DB Disk Backup Job for DB Maintenance Plan ‘SDXArchiver’” (using the right hand mouse button) and select Properties, the following screen appears:

6. Remove tick from Enabled, click Apply and then OK.

INDeX Contact Centre Modules Page 83 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 84

Administering Database Creating Database Backup

Backup to a Remote Device

To enable the backing up of a SQL database to a remote backup device residing on a Windows NT PC the following procedures must be carried out:

On the Source SQL Server PC:

1. Using User Manager, create a New User and grant the newly created User the rights to log on as a Service;

2. For any NTFS drives that contain SQL files or SQL devices, ensure that the Newly created user has the right to read, write, execute and delete

3. Configure the MSSQLServer Service.

On the Destination Windows NT PC

1. Using User Manager, create a New User (with the same name as the one on the Source PC), specifying a password if desired;

2. Configure the Drive/Directory, in which the backup device is to reside, to be shared;

3. For any NTFS drives that contain SQL files or SQL devices, ensure that the new user has Full Control Access;

4. Using the SQL Server 7.0 Enterprise Manager, configure the Backup Database as detailed in “Creating Database Backup” on page 79, ensuring the destination backup device is set to this PC.

Create a New User

User Manager enables you to manage security for a computer running Windows NT. With User Manager, you can create and manage user accounts, create and manage groups and manage the Windows NT's accounts (passwords), user rights and auditing policies.

1. From the Windows taskbar, click Start, point to Programs and from Administrative Tools (Common), select User Manager.

2. From the User menu, select New User, the following screen appears:

3. Type the appropriate information: –In Username, type a user name; –In Full Name, type the user's complete name; –In Description, type a description of the user or the user account; – In both Password and Confirm Password, type a password of up to 14

characters (if desired);

Note A user name cannot be identical to any other user or group name of the computer being administered.

4. Click to clear User Must Change Password at Next Login.

5. Click to select User Cannot Change Password and Password Never Expires.

6. Click Add and then click Close..

7. From the Policies Menu, select User Rights. Click to select Show Advanced User Rights.

8. Click OK. From the User menu, select Exit to close the User Manager application.

INDeX Contact Centre Modules Page 84 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 85

Administering Database Creating Database Backup

Configure the NTFS Drive

1. Double click My Computer.

2. Click (using the right hand mouse button) the NTFS Drive (that contains SQL Devices and Database), select Properties from the pull down menu.

3. Click the Security tab and click Permissions, ensure that the newly created user has Full Control Access (i.e. the right to read, write execute and delete).

4. If the newly created user name is not listed, click Add.

5. From Add Users and Groups screen, select the new user name and then select Full Control for Type of Access. Click OK.

6. From Directory Permissions screen click OK.

7. From Drive Properties screen, click OK. Close My Computer.

Configure MSSQLServer Service

1. From the Windows NT taskbar, click Start, point to Setting and select Control Panel.

2. From the Control Panel, double click Services. Select MSSQLServer and then click Startup.

3. By default, this service is set to Log On As: System Account.

4. Click to select This Account. Click Add User screen appears.

5. Select the new user name, click Add and then OK.

6. Enter the User’s Password (if one was specified) and Confirm Password and then click OK.

7. With the MSSQLServer service highlighted click Stop and then click Start.

INDeX Contact Centre Modules Page 85 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 86

Administering Database Restoring a Database Backup

Restoring a Database Backup

Restoring a database backup returns the database to the same state it was in when the backup was created. When restoring a database, SQL Server re-creates the database and all of its associated files automatically by performing these steps:

1. All of the data from the backup is copied into the database; the rest of the database is created as empty space.

2. Any incomplete transactions in the database backup, (transactions that were not complete when the backup operation completed originally), are rolled back (undone) to ensure the database remains consistent.

This process ensures that the restored database is a copy of the database as it existed when the backup operation completed, except that all incomplete transactions have been rolled back. This is required to restore the integrity of the database.

Additionally, to prevent overwriting a database unintentionally, the restore operation can perform a safety check automatically. The restore operation fails if:

– The database named in the restore operation already exists on the server and

the database name does not match the database name recorded in the backup set.

– The database named in the restore operation already exists on the server but it

is not the same database as the database contained in the database backup. For example, the database names are the same but each database was created differently.

– One or more files need to be created automatically by the restore operation

(regardless of whether the database already exists) but files with the same file name as those that need to be created already exist.

These safety checks can be disabled if the intention is to overwrite another database.

INDeX Contact Centre Modules Page 86 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 87

Administering Database Restoring a Database Backup

This section details the procedure that is required to restore the database from the Tape Drive.

1. From the Windows NT Taskbar, click the Start button, point to Programs and Microsoft SQL Server 7.0 and then select Enterprise Manager, the following screen appears:

2. Highlight the Server item (i.e. ARCHIVERSQL in the above screen) on the explorer tree and then from Tools menu, select Restore Database. Select the SDXArchiver database as shown in the following screen:

3. Click OK.

4. Once the Restore of the database is complete, the following screen appears:

5. Click OK.

INDeX Contact Centre Modules Page 87 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 88

Administering Database Restoring a Database to a Different PC

Restoring a Database to a Different PC

This is to help those who are attempting to restore a previously backed up database onto a different machine. The following steps should be completed from the new machine within SQL Enterprise Manager after you have restored the database.

3. Within Enterprise Manager expand the Security folder.

4. Click on Logins and then Right mouse click on the SDXArchiver and select properties.

5. Click on the Database Access Tab.

6. Tick the box next to SDXArchiver. Whilst this is highlighted ensure that the two boxes 'PUBLIC' and ’DB_OWNER' are checked in the lower half of the window.

7. Tick the box next to SDXrepository. Whilst this is highlighted ensure that the two boxes 'PUBLIC' and ’DB_OWNER' are checked in the lower half of the window

8. Close the properties window, exit SQL Enterprise Manager.

Expand a Database

Microsoft® SQL Server™ can expand a database automatically, according to growth parameters defined when the database was created. However this feature is disabled during the installation of the INDeX Report Manager. You can manually expand the SDXARCHIVER database by allocating additional file space on an existing database file

When expanding a database, you must increase the size of the database by at least 1 megabyte (MB). When a database is expanded, the new space is made immediately available to the data file.

During the INDeX Report Manager installation, 2GB database is created on the D:\ drive. It is advisable to increase the size of the database as follows:

– For SPC5 expand the database to: 5GB – For SPC10 expand the database to: 20GB – For SPC20 expand the database to: 41GB When the database is 80% full you will be presented by a Free space Disk warning.

Once it gets to 95% another message is displayed warning you that it will start clearing the oldest day’s data.

This section details the procedure required to expand the SDXArchiver database.

1. From the Windows NT Taskbar, click the Start button, point to Programs and Microsoft SQL Server 7.0 and then select Enterprise Manager.

2. Expand the Server group (i.e. SQL Server Group), expand the Server (i.e. ARCHIVERSQL) and then the Databases, as displayed in the screen on the following page:

INDeX Contact Centre Modules Page 88 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 89

Administering Database Expand a Database

3. Click (using the right hand mouse button) SDXArchiver and then select Properties, the following screen appears:

4. In the Space Allocated (MB) enter the appropriate number, click Apply and then click OK.

INDeX Contact Centre Modules Page 89 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 90

INDeX Telephone System Requirements

INDeX Telephone System

Requirements

This section assumes that the installer is familiar with the basic programming of the INDeX Telephone System and the INDeX Programming manual is available.

– INDeX Telephone System Software must be Level 8.0+. – When using INDeX CCM applications, you can only use INDeX 2050/DT5

Handsets with ACD Agents logged on and Turret devices. However INDeX Report Client obtains information on all devices.

– Server Licence numbers for INDeX applications are:

Server Licence No. INDeX CCM application

23 INDeX Call Centre View

24 INDeX Wallboard Server

25 INDeX Archiver

27 INDeX Report Client

Agent Licence Pack

The relevant agent Licence pack is required if information on individual agent's status and activity is to be displayed on INDeX Call Centre View screens as well as Wallboard devices.

The relevant agent Licence pack is required if information on individual agent's status is to be reported upon by the INDeX Report Manager.

Call Activity is available for all INDeX users without the Agent Licence Pack.

Naming Directory Numbers

Since the INDeX Telephone System programming is reflected within the INDeX Contact Centre Manager applications, it is important to name the directory numbers (i.e. Agents, Groups, Trunks, DDIs, etc).

28 INDeX Report Designer

29 Agent Numbers (5)

30 Agent Number (1)

It is also highly recommended that the directory number names be unique to aid identification of specific directory number within the Standard Reports.

Where directory numbers of a specific type are unnamed, or where more than one directory number as a specific type has the same name, the Standard Reports will group data for those directory numbers as a single entity (e.g. all unnamed agents will be grouped together as a single agent called "No Name", and all DDIs named "Company DDI" will be grouped together as a single DDI called "Company DDI, etc.).

INDeX Contact Centre Modules Page 90 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 91

INDeX Telephone System Requirements

If the directory numbers have not been named, then the terminology for the directory numbers implemented in the INDeX Contact Centre Manager applications is:

Agent – ACD Agent (XXXX*) – XXXX Group – Agt Group (XXXX) – XXXX Trunk Grp – Trunk GP (XXXX) – XXXX Tie Line (Trunk) – Tie Line (XXXX) – XXXX DPNSS (Trunk) – DPNSS (XXXX) – XXXX DASS (Trunk) – DASS (XXXX) – XXXX Alog (TWC) – Alog (TWC) (XXXX) – XXXX Pilot (Trunk) – Pilot (XXXX) – XXXX * Where XXXX is the directory number.

Group Reporting

When configuring the INDeX it is important to understand how calls are attributed to groups on the Call Centre View, Wallboards and Report Manager.

INDeX-Net in the Contact Centre Environment

Staff Management is a LOCAL issue hence all real time and historic analysis for teams will require local CCM’s.

Traffic Management is a GLOBAL issue. Therefore in an INDeX-Net configuration calls waiting across an entire network (queued) are displayed on all Call Centre View implementations across INDeX-Net.

Call Centre View and Wallboard Manager

The INDeX Call Centre View and Wallboard Manager products report on groups directly derived from the INDeX Database. Agents and Trunks may be reported on in as many groups as they are members of within the INDeX. 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 totalling the statistics for the members of group. Should an agent or group be a member of multiple groups, their call totals will appear in multiple groups.

Lost Calls are only attributed to the initial target agent group i.e. Initial INDeX ring group. Lost calls are also attributed to Trunk Lines, Trunk Groups and Pilot Numbers.

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:

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.

INDeX Contact Centre Modules Page 91 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 92

INDeX Telephone System Requirements

Trunk Statistics for:

Calls waiting and Lost are calculated by totalling 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.

INDeX Report Manager

The INDeX CCM has two concepts for historic reporting that cater for different views a supervisor may require of their contact centre. 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 INDeX 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.

INDeX CCM Reporting characteristics associated with INDeX Voice Manager

The following conditions apply to the initial answer/ lost segment of calls which were first presented to the Voice Manager (VM) (e.g. Voice Mail front ended systems):

1. Trunk/DDI – Call remains unanswered until answered by non-Voice Manager device or if terminated within 3rd party Voice Mail, or encountered an "Answered" flag in INDeX Voice Manager.

2. 3rd Party Voice Mail – Answered if Voice Mail connects, lost by Voice Mail if caller hangs up before Voice Mail can answer.

3. INDeX Voice Manager – Calls will only be registered as answered when the INDeX Voice Manager has successfully processed the call (passed an "Answered" flag in Call Flow)

Note A call, which is first connected to INDeX Voice Manager but not deemed answered by VM, will be considered lost, but not refused if terminated during first connection to IVM.

4. Agent/Agent Group – Designation of answered and lost calls is directly dependent upon clause 1.

5. If a call was lost whilst being transferred by Voice Manager, the lost call statistics will be designated to the transfer target. Calls lost whilst alerting or connected to Voice Manager will be deemed lost by the Voice Manager device or group.

6. A call successfully transferred by Voice Manager will be treated as a new incoming call by trunks, DDI and Agents, but transferred by Voice Manager devices.

INDeX Contact Centre Modules Page 92 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 93

INDeX Telephone System Requirements

Tie Line Statistics

Tie Line Statistics are presented from the perspective of the INDeX Telephone System to which Access Manager/Delta Server is connected. Statistics for Tie Lines and groups of Tie Line reflect traffic across respective directory numbers (trunk and trunk groups).

Each of the following tables represent a different call category as indicated in top left hand corner (e.g. Internal Answered, Incoming Answered, etc.).

The information in all boxes reflects the effect of the relevant call category on the statistics in each of columns for the call party represented in the rows.

Internal Tie Line

The relevant rows (i.e. Source or Recipient) are dependent upon the direction of the call.

Internal Answered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G Internal

Source Agent Outgoing N/A N/A N/A N/A N/A N/A N/A

Source Tie Line Outgoing N/A N/A N/A N/A N/A N/A N/A N/A

From(+1)

Recipient Tie Line Incoming N/A N/A N/A N/A N/A N/A N/A N/A

Recipient Agent Incoming N/A N/A N/A N/A N/A N/A N/A

Internal Unanswered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G Internal

Source Agent Outgoing N/A N/A N/A N/A N/A N/A N/A N/A

Source Tie Line Outgoing N/A N/A N/A N/A N/A N/A N/A N/A

Recipient Tie Line Busy N/A N/A N/A N/A N/A N/A N/A N/A

Recipient Agent Ringing N/A N/A N/A N/A N/A N/A N/A N/A

To(+1)

N/A – Not Applicable;

+1 – Incremented by 1;

INDeX Contact Centre Modules Page 93 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 94

INDeX Telephone System Requirements

External Calls To/From Remote Tie Line

Switch 'A' refers to the INDeX Telephone System directly connected to the PSTN. Switch 'B' refers to any INDeX Telephone System indirectly (i.e. via Switch 'A') connected to PSTN via Tie Line.

PSTN Trunks and Switch 'A' statistics are relevant where Access Manager/Delta Server are connected to Switch 'A'.

Switch 'B' and Agents statistics are relevant where Access Manager/Delta Server are connected to Switch 'B'.

(gps) – signifies that the relevant agent statistics only affects agent groups.

Incoming Answered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G

PSTN Trunks Incoming

+1 +1

N/A N/A N/A N/A N/A

Switch 'A' Tie Line Outgoing N/A N/A N/A N/A N/A

Switch 'B' Tie Line Incoming

Agent Incoming

Incoming Unanswered Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G

PSTN Trunks Incoming

Switch 'A' Tie Line Outgoing N/A N/A N/A N/A N/A

Switch 'B' Tie Line Busy

Agent Ringing

Outgoing Connected Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G

Agent Outgoing N/A N/A N/A N/A N/A

Switch 'B' Tie Line Outgoing N/A N/A N/A N/A N/A

Switch 'A' Tie Line Incoming

PSTN Trunks Outgoing N/A N/A N/A N/A N/A

+1 +1 Calculated

+1(gps) +1 Calculated

+1(gps)

N/A N/A

N/A N/A N/A N/A N/A N/A

N/A N/A N/A N/A

+1 +1

N/A N/A N/A

+1 Calculated

N/A N/A

+1 Calculated

N/A

Outgoing Failed Status Presented Answered Avg I/C Lost Refused Outgoing Avg O/G

Agent Outgoing N/A N/A N/A N/A N/A

Switch 'B' Tie Line Outgoing N/A N/A N/A N/A N/A

Switch 'A' Tie Line Incoming

PSTN Trunks Outgoing N/A N/A N/A N/A N/A

N/A N/A N/A N/A N/A N/A

+1 Calculated

N/A

N/A – Not Applicable;

+1 – Incremented by 1;

Calculated – Average value re-evaluated

INDeX Contact Centre Modules Page 94 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 95

Wallboard Installation and Maintenance INDeX Wallboard 22

Wallboard Installation and Maintenance

INDeX Wallboard 22

Introduction

The INDeX Wallboard 22 is a two line by 22-character tri-colour Wallboard. It connects via a multi-drop circuit to the host PC running the INDeX Wallboard Server application.

The display wallboard consists of the following assemblies.

Housing

A housing which is manufactured from an aluminum extrusion with anti reflective polycarbonate screen and removable plastic end caps.

Power Supply

9V DC switch mode power supply assembly incorporating an RJ45 chassis mounted data connector. The power supply is configurable for use from either 120V AC or 240V AC (NOMINAL VOLTAGES) supplies.

Installation

Logic Control Board

Logic control board that receives RS485 serial data from the data RJ45 connector.

Display Board Assembly

Tri-colour display board assembly which consists of three display boards which are connected one to the other by a fibre optic link. The left-hand display board receives display data from the logic control board, via a fibre optic link and it outputs data to the next display board etc.

Each display board consists of decoding and LED row and column circuitry which drives the LED matrix consisting of 18 5x8 LED blocks.

Before commencing installation, please check from the packing list that all parts are included.

Packing List

1 x INDeX 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.

INDeX Contact Centre Modules Page 95 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 96

Wallboard Installation and Maintenance INDeX Wallboard 22

Wall Mounting

Once a location has been decided upon, a pencil may be used through the two holes in the brackets to mark its location onto the wall. Before drilling holes, a suitable utility detector should be used. Once done, the holes may be drilled and the brackets mounted using the relevant fixings provided.

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 Fig.2.

Fig. 2

Push the wallboard flat against the wall and push upwards to fully locate the bottom half into the recess. Now allow the display to fall approximately one inch. The display should now be safely located onto the two brackets.

To remove a wall mounted display then reverse the above paragraph.

Note The wallboard position can be adjusted by sliding sideways in either direction.

Ceiling Mounting

Using the mounting kit provided, firstly, drill the 6-mm holes for the eyehole bolts and secure them into the ceiling. Pass the spun wire chain through the eyeholes and through the housing clamps and tighten at the required height.

Remove the right hand end cheek of the wallboard by unscrewing the two fixing screws.

Slide the two nipples on the end of the spun wire chain into the middle groove of the display housing and replace the end cheek. Centre 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.

INDeX Contact Centre Modules Page 96 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 97

Wallboard Installation and Maintenance INDeX Wallboard 22

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 centre of the Wallboard.

The Wallboard should be connected to the host system by utilising a drop off wiring configuration (See Figure 3 below).

Fig. 3

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. "Serial Connection & Dip-Switch Details" on page 99.

INDeX Contact Centre Modules Page 97 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 98

Wallboard Installation and Maintenance INDeX Wallboard 22

Additional Equipment

External Alarm Device for connection to INDeX 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.

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:

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.

Fig. 4

Fig. 5

Note This external interface has been designed for connection of DC Voltage devices ONLY.

Continuous/Pulsed Single Tone Sounders – 12V & 24V DC

Farnell Reference: FEC143-400

FEC143-402 FEC143-403

INDeX Contact Centre Modules Page 98 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 99

Wallboard Installation and Maintenance INDeX Wallboard 22

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: This 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 left-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 LEDs 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 left-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. See Section D for dip-switch details.

Serial Connection & Dip-Switch Details

Wallboard Terminal Box RJ45 Connector Pin Out Details

2 Signal Ground

3 Sign Rx+ Input

4 Sign Tx+ Output

5 Sign Tx- Output

6 Sign Rx- Input

7–

Pin out Connections

Wallboard x RJ45 Socket Wallboard x+1 RJ45 Socket

Pins from 2 to 7 should be connected identically from all RJ45 boxes to all others.

Dip-Switch Details

INDeX Contact Centre Modules Page 99 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)

Page 100

Wallboard Installation and Maintenance INDeX Wallboard 22

Network Address

OFF Position Represents 0 ON Position Represents 1

SW4 SW3 SW2 SW1 ADDRESS

0000 0 0001 1 0010 2 0011 3 0100 4 0101 5 0110 6 0111 7 1000 8 1001 9 1010 10 1011 11 1100 12 1101 13 1110 14 1111 15

Baud Rate

Dip Switch Settings are:

SW5 SW6 DATA BIT/SEC

OFF OFF 19200

ON OFF 9600

OFF ON 2400

ON ON 1200

Ensure the Baud rate is set to 9600.

Test Functions

SW7 SW8 FUNCTION

OFF OFF Normal Running

ON OFF Diagonal Stripe Test

OFF ON Full Screen LED Test

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.

Yellow Text Software Version

Sign Type

Green Text Network

Number

Red Text Baud

Rate

INDeX Contact Centre Modules Page 100 Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)