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38HBK00001SCM
User Manual
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Avaya 38HBK00001SCM User Manual

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

Contents

Contents
INDeX Contact Centre Modules..................................................................................................................................1
Introduction .................................................................................................................................................................3
Overview................................................................................................................................................................................... 3
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
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)
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
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.
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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)
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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.
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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.
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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%
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No. of Agents Average
Utilisation
Peak Utilisation
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.
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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.
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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
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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)
Introduction Limitations
The diagram below shows the INDeX Contact Centre Manager where an INDeX Voice Manager is present.
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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.
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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.
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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.
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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.
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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).
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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).
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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.
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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.
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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