Avaya 40DHB0002USBG User Manual

Compact Contact Center

Installation & Maintenance

40DHB0002USBG Issue 1 (11/14/2001)

Contents

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

General .................................................................................................................................................. 3

Overview ................................................................................................................................................ 4

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

Limitations.............................................................................................................................................. 7

PC Configuration ...................................................................................................................................... 9

Overview ................................................................................................................................................ 9

Server PC Setup – NT4 ....................................................................................................................... 10

Server PC Setup – Windows 2000 ...................................................................................................... 14

Client PC Setup - Windows NT Workstation........................................................................................16

Client PC Setup - Windows 95............................................................................................................. 17

Client PC Setup - Windows 98............................................................................................................. 18

Client PC Setup - Windows 2000 Professional.................................................................................... 19

Install CCC Applications........................................................................................................................ 20

Installing CCC ...................................................................................................................................... 20

Trouble Shooting.................................................................................................................................... 21

CCC Installation ................................................................................................................................... 21

CCC Client applications ....................................................................................................................... 21

Report Manager ................................................................................................................................... 21

Wallboard Server/Client ....................................................................................................................... 21

CCC User Access ................................................................................................................................... 22

Starting CCC User Access................................................................................................................... 22

Change Server PC Name ....................................................................................................................... 23

Overview .............................................................................................................................................. 23

NT4 Server PC..................................................................................................................................... 23

Windows 2000 Server.......................................................................................................................... 25

Change Client PC Names....................................................................................................................... 26

General ................................................................................................................................................ 26

Operating Systems .............................................................................................................................. 26

Administering the Database .................................................................................................................. 28

Overview .............................................................................................................................................. 28

Telephone System.................................................................................................................................. 29

Requirements....................................................................................................................................... 29

Wallboard Installation and Maintenance .............................................................................................. 32

Wallboard 22........................................................................................................................................ 32

Wallboard 10........................................................................................................................................ 40

Index ........................................................................................................................................................ 47

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Page 2

Introduction General

Introduction

General

Compact Contact Center Modules (CCC) provide the user with the necessary tools to facilitate the management of call traffic. They are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the eBusiness digital communications platform. The product consists of a set of fully integrated modules sharing a common database utilizing Interactive Directory and Database (IDD) technology.

The suite of modules consists of the following applications:

−

Call Center View (CCV): Provides a management package for telephone based staff and supports any size Customer Facing Department (CFD) or contact center. To effectively control customer service levels, real time human resource management is essential and the Call Center View has been specially designed to manage the CFD’s or contact center’s most valuable and expensive asset – its people.

−

Call Center View Alarm Reporter: Provides information (for each Contact Center Profile) about alarms that have occurred within the Compact Contact Center. The detailed alarm information for each directory number is presented in report format, which can then be printed.

−

Wallboard Manager: Real time information from the contact center is essential to react to constantly changing telephone traffic levels and provide excellent customer service. Wallboards allow managers and staff to monitor the service being provided and respond immediately. Wallboards provide current information on the number of calls waiting, response times and service levels.

−

PC Wallboard:

The PC Wallboard delivers traditional wall mounted wallboard functionality to the desktop but with the additional benefit of each PC Wallboard agent being able to configure and monitor a personalized view of the contact center. The PC Wallboard also enables agents to increase their productivity and maintain revenue levels with the added benefit of managing customer callback requests.

−

Report Manager: Provides in depth historical reporting on CFD or contact center activity. In addition to call information, the Report Manager also reports agent activity. This powerful package allows individual call records to be stored and reported upon months later.

−

Report Designer: The Report Designer is a software tool used for querying and reporting. It enables the user to create reports that contain data from their contact center database and schedule reports to be updated and printed.

−

CCC User Access: This allows the user to have security and store their personal view of the contact center activity.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 3

Introduction Overview

Overview

Compact Contact Center provides the user with the necessary tools to facilitate the management of call traffic. The diagram below shows the concept:

Telephone System

IP400 Office

Delta Server

Wallboard Manager

Wallboard Server Wallboard Client PC Wallboard

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

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

Call Centre View

Alarm Reporter

Report Viewer

Report Manager

Report Server Report Designer

Archiver Report Scheduler

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 4

Introduction System Specification

System Specification

The Server PC will support up to 5 Clients.

The Operating System on the Server PC can be either Windows 2000 server or Windows NT Server 4.0. All UK Hardware will be shipped with Windows 2000 server installed.

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

Computer Systems

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

Server PC: (Supporting Max 5 Clients):

−

Pentium II 400MHz or higher, with 1 x 10GByte hard disk

−

Minimum 256 MBytes of RAM

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

CD ROM Drive

Backup Device: On Stream 30GB Digital Drive (optional).

Expansion Cards

−

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

−

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

System Software

Software Version Media type

Windows NT Server Version

Windows 2000 Server

Windows NT Workstation

1.44 Mb high density

CD ROM

4.0

Latest CD ROM

Version

4.0

CD ROM

Windows 95 Latest CD ROM

Windows 98 Latest CD ROM

Windows 2000 Latest CD ROM

Application CD Latest CD ROM. incorporating all related CCC

applications and MSDE database.

Note: Windows 2000 Service Pack 1 may be needed during the setup for Windows 2000. Please read the This can be downloaded from the Internet at: http://www.microsoft.com/windows2000/downloads/default.asp.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 5

Introduction System Specification

Connecting the CCC Server

The LAN provides connection between the IP400 and the CCC Server. It will support 10/100 Mbps connection. The length of cable is dependent on structured cabling and speed.

Wallboard Devices

Wallboard 22

Specification

Voltage

Wattage 108W Cold Start Inrush Current 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 Wallboard 22 Installation see "Wallboard 22" on page 6.

Wallboard 10

Specification

Voltage Check label on rear of wallboard Wattage 35W Cold Start Inrush Current Baud Rate 9600 only Input RS 485 Weight 4 kg Dimensions L 469 x D 75 x H 123 mm

220/240V AC OR 110V AC. (Check label on rear of wallboard)

30A for up to 6ms

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 6

Introduction Limitations

Limitations

15 Agent Systems and below

The Compact Contact Center Manager comprises a suite of tightly integrated Contact Center Modules installed on a CCC Server PC platform running Windows 2000 or NT4. The Compact Contact Center Manager may be installed either with or without Voice Manager Pro. The following lists the Compact Contact Center modules included within the Compact Contact Center Manager which are designed to run concurrently on the CCC Server PC: -

CCC Server PC

−

Call Center View.

−

Wallboard Server.

−

Report Server and Client.

−

Report Designer (optional).

−

Voice Processing Administration (if Voice Manager Pro is present).

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

The following diagram shows the Compact Contact Center Manager connectivity, for systems of 15 agents and below, where a Voice Manager is present.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 7

Introduction Limitations

Systems above 15 Agents

Due to the traffic demands of contact centers 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. The Compact Contact Center Manager supports 5 concurrent supervisor positions. It may be installed either with or without a Voice Manager. The following details where the applications reside:

Client PC Server PC

Call Center View Delta Server

Wallboard Client Report Manager

Report Viewer Wallboard Server

Report Designer (Optional) Report Scheduler

Voice Processing applications Archiver

PC Wallboard

CCV Alarm Reporter

CCC User Access

The diagram below shows the Compact Contact Center Manager without a Voice Manager being installed.

The diagram below shows the Compact Contact Center Manager where a Voice Manager is present.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 8

PC Configuration Overview

PC Configuration

Overview

The Server PC requires a 4 GB partition for the software applications. The remaining of the hard drive is used for the Archiver database.

This section details the PC configurations as follows:

1. Server PC configuration using Windows NT 4.0 Server. See "Server PC Setup – NT4" on page 10.

2. Server PC configuration using Windows 2000. See "Server PC Setup – Windows 2000" on page 14.

3. Client PC configuration using Windows NT 4.0 Workstation. See "Client PC Setup - Windows NT Workstation" on page 16.

4. Client PC configuration using Windows 95. See "Client PC Setup Windows 95" on page 17

5. Client PC configuration using Windows 98. See "Client PC Setup Windows 98" on page 18.

6. Client PC configuration using Windows 2000. See "Client PC Setup Windows 2000" on page 19.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 9

PC Configuration Server PC Setup – NT4

Server PC Setup – NT4

1. Windows NT Server 4.0 Modifications

On a machine with Windows NT4 already installed, you need to check the following settings.

1 The Computer Name needs to be ARCHIVERSQL. 2 The network protocol is TCP/IP. 3 Windows NT Server Service Pack 6a must have been installed. If you

are in doubt, install the service pack again.

4 Ensure that the Time Zone is set to local time [e.g. for UK set it to

English (United Kingdom)].

5 Make sure that the screen display properties have been set to the

following: Desktop Area is set to 800 by 600 pixels. Color palette is set to

65536.

1.1 Create the C and SDX Shares

1. Double click on the My Computer Icon.

2. Click the right mouse button on drive C: and select Sharing from the menu.

3. Click on the New Share button.

4. Enter SDXSHARE (Uppercase) in the Share name and ensure that the user limit is set at Maximum Allowed.

5. Click on the OK button, then Click on the New Share button.

6. Enter C (Uppercase) in the Share name and ensure that the user limit is set at Maximum Allowed.

7. Click on the OK button to close the screen.

8. Click on the Apply button and then the OK button.

1.2 Guest Account

1. Click Start; highlight Programs and then Administrative Tools.

2. Click on User Manager for Domains.

3. Double click on the Guest Account. Remove the check from the check box of "Account Disabled".

4. Click OK and then close the User Manager for Domains screen.

1.3 Event Log Settings

1. Click Start; highlight Programs and then Administrative Tools.

2. Click on Event Viewer. Click Log and then Log Settings.

3. Select System from the drop down list. Select Overwrite Events as

needed.

4. Select Security from the drop down list. Select Overwrite Events as needed.

5. Select Application from the drop down list. Select Overwrite Events as needed.

6. Click OK and exit the Event Viewer.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 10

PC Configuration Server PC Setup – NT4

2. Partition the Disk

1. From the Windows Taskbar, click Start, point to Programs, point to Administrative Tools (Common) and click Disk Administrator.

2. If you are running this application for the first time, a warning screen will show stating that the system configuration will now be updated. Click Ok to continue. Click Ok to the confirmations.

3. A 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 color-coded legend on top of the status bar shows what the different partition colors and patterns represent.

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

5. From the Tools menu, click Assign Drive Letter.

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

7. Click OK.

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

9. 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.

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

11. Click Yes to save the changes.

12. Click OK to update the Emergency Repair configuration and create a new Emergency Repair Disk.

13. 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.

14. When the formatting is finished, click OK.

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

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

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 11

PC Configuration Server PC Setup – NT4

3. Installation of Wallboard Card.

Advantech ISA Wallboard Card Installation

Card Settings: -

JP1 (ch#1) 485 JP2 (ch#2) 485 JP3 (ch#1) IRQ9 JP4 (ch#2) IRQ5 JP5 (ch#1) On JP6 (ch#2) On

To change the settings:

1. Click Start, highlight Settings and then click Control Panel.

2. Double click the Ports icon.

3. Highlight Port 3 and then click Settings.

4. At the next screen click Advanced.

5. Change Base I/O port address to 3e8.

6. Change IRQ to 5, then click OK.

7. Click Don't restart Now and then click on OK.

8. Highlight Port 4 and click on settings.

9. At the next screen click on Advanced.

10. Change Base I/O Port Address to 2e8.

11. Change IRQ to 9 and then click OK.

12. Click Restart Now.

Advantech PCI Wallboard Card

Card settings: SW1 (CH1) = ON

SW1 (CH2) = ON JP1 = 485 JP2 = 485

To change the settings:

1. Ensure that the card is not plugged into the PC. If the card is still in the PC shut down the PC and remove the power leads before removing the card, otherwise the hard drive may become corrupted.

2. Insert the Advantech PCI drivers utility installation diskette 1 into drive A.

3. Select Start, and then click on Run.

4. At the next screen type A:\setup.exe and click on OK.

5. At the welcome screen click Next.

6. At the software license screen agreement screen click Yes.

7. At the destination screen accept the defaults and click Next.

8. At program folder accept the defaults and click Next.

9. When prompted insert disk 2 and click on the OK button.

10. At set-up complete screen and click Finish.

11. At Advantech PCI serial Service Manager screen make sure that the Start/Stop service control is Install and Start Service and then click OK.

12. Click OK at the next screen.

13. Shut down the computer and install the card into PCI SLOT 4.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 12

PC Configuration Server PC Setup – NT4

4. Install Database Application

If SQL 2000 is to be installed instead of MSDE, please go to the section "4.2 Installing Microsoft SQL 2000".

4.1 Installing MSDE 2000

Insert the CCC Installation CD into the drive.

From the Windows taskbar click Start, select Run and then click on the Browse button.

View the CD drive and double click the MSDE folder. Select MSDEInst.exe and click on the open button.

Click the OK button to continue.

Select the required language for the installation and then click on the OK button. The installation could take up to 20 minutes.

Once the setup is complete, reboot the PC when requested.

Once Windows has restarted, installation of service pack 1 for SQL Server Desktop Engine will automatically begin. Wait for the SQL Server Desktop Engine screen to show.

Once the service pack installation is complete, reboot the PC when requested.

4.2 Installing Microsoft SQL 2000

It is possible to install SQL 2000 instead of MSDE. The software is not supplied as part of CCC and you will need to purchase your own copy, as Avaya does not supply it.

The following steps will install SQL Server 2000 components:

Insert the SQL Server 2000 compact disc into your CD-ROM drive. If the compact disc does not auto run, double-click Autorun.exe in the root directory of the compact disc.

Select SQL Server 2000 Components, select Install Database Server, and then setup prepares the SQL Server Installation Wizard. If not installing on Windows NT Server version 4 or Windows 2000 Server a warning message will be displayed stating that only client components will be available. Click OK. At the Welcome screen, click Next.

In Computer Name dialog box, Local Computer is the default option and the local computer name appears in the edit box. Click Next.

In the Installation Selection dialog box, click Create a new instance of SQL Server, or install Client Tools, and then click Next.

Enter the User Information. Click Next.

Click Yes to accept the software license agreement.

Enter the 25 digit CD-Key. Click Next.

In the Installation Definition dialog, select Client Tools Only.

In the Select Components dialog, select the desired components. It is recommended that you have Management Tools and Client Connectivity options selected. Click Next.

10.

In Start Copying Files dialog box. Click Next.

11.

In the Setup Complete dialog box, click Finish.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 13

PC Configuration Server PC Setup – Windows 2000

Server PC Setup – Windows 2000

1. Windows 2000 Modifications

On a machine with Windows 2000 already installed you need to check the following:

1 The computer name needs to be ARCHIVERSQL. 2 The network protocol needs to be set to TCP/IP. 3 Ensure that the Regional Options are set to local time [e.g. for UK set it

to English (United Kingdom)].

4 Make sure that the screen display properties have been set to the

following:

•

Desktop area is set to 800 by 600 pixels.

•

Color palette is set to True Color (32 Bit).

5 Install Database Application as detailed in section "4. Install Database

Application" on page 13.

6 Check the Wallboard card jumper settings as given in section "3.

Installation of Wallboard Card." on page 12.

7 Create Shares as described in the section "1.1 Create the C and SDX

Shares" on page10.

2. Guest Accounts

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

1. Click the right mouse button on the My Computer Icon. Select Manage.

2. Expand the folder Local Users and Groups.

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

4. Click on the General Tab. Remove the check by 'Account is disabled' then click on the Apply button. Click on OK and then close all screens.

3. Event Log Settings

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

1. Click the right mouse button on the My Computers Icon. Select Manage.

2. Expand the Event Viewer folder.

3. Click the right mouse button on Application Log and select properties. In the Log size section select 'overwrite events as needed'. Click on Apply and then OK.

4. Click the right mouse button on Security Log and select properties. In the Log size section select overwrite events as needed. Click on Apply and then OK.

5. Click the right mouse button on System Log and select properties. In the Log size section select overwrite events as needed. Click on Apply and then OK.

6. Close all open windows.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 14

PC Configuration Server PC Setup – Windows 2000

4. Partition the Disk

Click the right mouse button on the My Computer icon. Select Manage

Click on the Disk Management folder.

Click the right mouse button on the CD ROM section, select Change drive letter and drive path. Click on the edit button.

At the Assign Drive Letter screen, select the drive letter as E. Click on the OK button to continue.

At the confirmation screen, click Yes to continue.

At the Disk management screen, click Yes.

Click the right mouse button on the unallocated section of Disk O, select Create Partition.

At the welcome screen click Next.

At the Create Partition type screen select Primary, click on Next to continue.

10.

At the Specify Partition Size screen accept the default size and click on Next.

11.

At the Assign Drive letter or Path screen, do not assign a drive letter or path and click on Next to continue.

12.

At the format partition screen, select Perform a Quick Format and accept all other defaults. Click on Next to continue.

13.

At the completed screen click on the Finish button.

14.

Click the right mouse button over the new volume, select change drive letter, and drive path.

15.

Click on Add and assign the letter D.

You are now ready to install CCC applications, see "Install CCC Applications" on page 20.

Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 15

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