Avaya Activity Reporter User Manual

> ACTIVITY REPORTE

Client Version

Installation / Startup Guide

tailored for Nortel may be found at http://www.telecost.com/nortel.

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The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

Developers

Activity Reporter Basic & Activity Reporter are developed for Nortel by:

Resource Software International Ltd. (RSI).

40 King Street West, Suite 300, Oshawa, Ontario. L1H 1A4 Phone: 905-576-4575 Fax: 905-576-4705 Email: Visit www.telecost.com/nortel to preview the complete portfolio of RSI Nortel Compatible Products.

rsi@telecost.com

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, Windows NT, Windows XP and Windows Vista are registered trademarks of Microsoft Corporation.

Java is a trademark of Sun Microsystems Incorporated.

All other trademarks and registered trademarks are the property of their respective owners.

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TABLE OF CONTENTS

LIST OF FIGURES ...................................................................................................................................3

CHANGE HISTORY .................................................................................................................................4

HOW TO USE THIS GUIDE .....................................................................................................................5

Introduction ............................................................................................................................................5

How this guide is organized ...................................................................................................................5

INTRODUCTION ......................................................................................................................................6

Web-Based User Interface.....................................................................................................................6

Language Support..................................................................................................................................6

Administrators and Users.......................................................................................................................6

Historical Database ................................................................................................................................7

System Software ....................................................................................................................................7

PC Requirements...................................................................................................................................8

Web Server Recommended Minimum PC Specification .....................................................................8

BCM Connectivity...................................................................................................................................8

Activity Reporter Keycode Requirements...............................................................................................9

INSTALLATION......................................................................................................................................10

Introduction ..........................................................................................................................................10

Upgrading a Previous Version of Activity Reporter ..............................................................................10

Installation Prerequisites ......................................................................................................................10

Verifying Activity Reporter Web Server can connect to the BCM......................................................10

Activating the BCM CDR Pull Feature...............................................................................................12

Installing Activity Reporter....................................................................................................................14

STARTING/CONFIGURING ACTIVITY REPORTER.............................................................................25

Starting Activity Reporter......................................................................................................................25

Configuring Activity Reporter ...............................................................................................................27

Identifying Your Location......................................................................................................................34

MODIFYING NUMBERING PLAN INFORMATION ...............................................................................37

North American (NANP) Numbering Plans ..........................................................................................39

International Numbering Plans.............................................................................................................45

MODIFYING REGION INFORMATION ..................................................................................................51

VERIFYING ACTIVITY REPORTER IS COLLECTING TELEPHONY METRICS .................................53

REPARSING PREVIOUSLY CAPTURED DATA ..................................................................................56

USING ACTIVITY REPORTER ..............................................................................................................59

REFERENCES .......................................................................................................................................62

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List of Figures

Figure 1: BCM Internet Explore Login Dialog Box .......................................................... 11

Figure 2: Element Manager Login Screen ...................................................................... 12

Figure 3: BCM Call Detail Recording Report Options..................................................... 13

Figure 4: BCM Call Detail Recording Data File Transfer Options................................... 13

Figure 5: Download of Activity Reporter Software .......................................................... 15

Figure 6: Language Selection Dialog.............................................................................. 16

Figure 7: Installation Wizard Start Dialog Box ................................................................ 16

Figure 8: License Agreement Dialog Box ....................................................................... 17

Figure 9: Installation Information Dialog Box .................................................................. 18

Figure 10: Choose Destination Location Dialog Box ...................................................... 19

Figure 11: Select Start Menu Folder Dialog Box............................................................. 20

Figure 12: Select Additional Tasks Dialog Box............................................................... 21

Figure 13: Ready to Install Dialog Box............................................................................ 22

Figure 14: Installation Status Dialog Box........................................................................ 23

Figure 15: Installation Complete Dialog Box................................................................... 24

Figure 16: Windows Security Alert Dialog Box ............................................................... 25

Figure 17: Login Page .................................................................................................... 26

Figure 18: Home Page.................................................................................................... 27

Figure 19: Connectivity Settings Page............................................................................ 28

Figure 20: CDR Connection Settings.............................................................................. 29

Figure 21: CDR Driver Settings ...................................................................................... 30

Figure 22: CDR Properties ............................................................................................. 31

Figure 23: CCR Connection Settings.............................................................................. 32

Figure 24: CCR Driver Settings ...................................................................................... 33

Figure 25: North American Numbering Plan Page......................................................... 34

Figure 26: Select Numbering Plan Country Dialog ......................................................... 35

Figure 27: International Number Plan Page.................................................................... 35

Figure 28: Default Numbering Plan Page ....................................................................... 37

Figure 29: NANP Numbering Plan Page......................................................................... 39

Figure 30: NANP Number Plan Number Length Settings ............................................... 40

Figure 31: NANP Numbering Plan Access Codes/Number Prefixes .............................. 41

Figure 32: Editing NANP Numbering Plan Access Code................................................ 42

Figure 33: Modified NANP Numbering Plan Access Code ............................................. 43

Figure 34: Modified NANP Number Plan Access Codes/Number Prefixes .................... 44

Figure 35: International Numbering Plan Page............................................................... 45

Figure 36: International Numbering Plan Number Length Settings ................................ 46

Figure 37: International Numbering Plan Access Codes/Number Prefixes .................... 47

Figure 38: Editing International Numbering Plan Access Codes .................................... 48

Figure 39: Modified International Numbering Plan Access Codes.................................. 49

Figure 40: Modified International Numbering Plan Access Codes/Number Prefixes...... 50

Figure 41 Regions Page ................................................................................................. 51

Figure 42 Expanding Region Information ...................................................................... 52

Figure 43: View Page - Live Data ................................................................................... 53

Figure 44: Most Recent Raw Data Page ........................................................................ 54

Figure 45: Activity Reporter Database Re-Parser Utility................................................. 57

Figure 46: Login Page .................................................................................................... 59

Figure 47: Home Page.................................................................................................... 60

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Change History

May 2007

1. New release for GA.

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How to Use this Guide

Introduction

This guide is designed to allow an Administrator or User to set up and operate Activity Reporter for BCM50.

How this guide is organized

The Activity Reporter Startup Guide is organized as follows:

How to Use this Document

Introduction

Installation

Starting/Configuring Activity Reporter

Modifying Numbering Plan Information Using Activity Reporter

References

Provides a brief overview identifying the organization of this guide. Provides an overview of the conceptual organization of the Activity Reporter product.

Describes the minimum specification for the Personal Computer (PC) required that hosts the Nortel Activity Reporter software. It also describes how to install Nortel Activity Reporter.

Describes how to install and configure the Nortel Activity Reporter software.

Describes how to modify the Activity Reporter Numbering Plan to ensure the software operates correctly in your environment.

Describes how to launch and login to the Activity Reporter software. For information on how to use the software’s features and generate reports consult the Activity Reporter User’s Guide.

Lists documents referenced in this guide.

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Introduction

The BCM Activity Reporter is a browser based reporting tool for Nortel BCM telephony metrics. It provides customers with a simple and easy way to examine the performance of their Nortel Business Communications Manager (BCM).

Activity Reporter provides reporting on the following telephony metrics:

• Telephone Call Activity

• Custom Call Routing Activity

• Voice Mailbox Activity

• Hunt Groups Activity

Activity Reporter enhances the functionality provided by the on-box Activity Reporter Basic application. Whereas the Activity Reporter Basic solution provides users with reporting information for the previous four days of activity, Activity Reporter can maintain and report on BCM telephony metrics for extended periods of activity (e.g. 1 week, 1 month, 1 year, etc.). The duration of the reporting period is limited only by the host computer disk space.

The BCM Activity Reporter is downloadable from your BCM and can be installed on a customer provided desktop computer.

Web-Based User Interface

All the administrative and user interactions with Activity Reporter are conducted through a series of Web pages that are accessed through Internet Explorer browser sessions.

The Web pages are hosted on a designated PC, referred to as the Activity Reporter Web Server, on which the Activity Reporter software is installed. The Activity Reporter Web Server communicates directly with the BCM to retrieve the historical telephony metrics (for the reports).

Other workstations that have network access to the Web Server PC can access these Web pages. Multiple users can, therefore, use Activity Reporter without having any software other than Internet Explorer installed on their PCs.

Language Support

The Activity Reporter can display its Web user interface pages in one of the following 8 languages: English, Canadian French, Latin American Spanish, Spanish, Dutch, French, German, and Italian.

Administrators and Users

Access to the software, like the BCM, is restricted to verified Activity Reporter user accounts. These accounts are managed by the application, not the BCM (i.e. accounts are created within the Activity Reporter software by the software administrator and not through the BCM element manager).

There are two types of Activity Reporter authorizations -- Administrators and Users. In addition to having access to all the features of Activity Reporter, Administrators can specify and change configuration settings within the software.

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For security purposes and to maintain system stability, only operators with Administrator capabilities can change the system configuration settings.

While Users cannot modify the core settings of Activity Reporter, they can specify and change some personal preferences and basic reporting parameters.

Historical Database

Historical BCM telephone metrics information is stored in a standard SQLite database. If operators have reporting requirements that are not available through Activity Reporter, they can analyze the data using third-party reporting packages.

System Software

Activity Reporter operates on the BCM50 platforms. The BCM50 must be configured to permit retrieval of CDR, CCR, Hunt Group and Voice Mail telephony metrics via its CDR Pull feature. Additionally an Activity Reporter key code and BCM account with either CDR or administrative privileges is also required. Please consult your BCM documentation for instructions on how to configure its CDR feature, create a BCM account, and obtain an Activity Reporter key code.

The Activity Reporter Web Server PC communicates directly with the BCM via an IP connection to retrieve telephony metrics.

Users on other PCs do not need to connect to the BCM as they do not perform the telephony metrics data collection. Only the Activity Reporter Web Server PC needs to communicate with the BCM.

One PC on your network should be designated as the Activity Reporter Web Server. Install the Activity Reporter application software onto the designated PC only.

All other network PCs from which Users access the Activity Reporter user interface must be equipped with Internet Explorer. No other software is required on these PCs.

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PC Requirements

The Activity Reporter Web Server computer must be connected to your BCM via either a direct connection or your corporate network.

Activity Reporter can operate on both stand-alone computers and network environments. The minimum recommended requirements for the PC designated as the Activity Reporter Web Server are as follows:

Web Server Recommended Minimum PC Specification

• Computer Pentium III or greater

• Memory 512 MB

• Disk Space 100 MB or greater (depending on call volumes)

• Network Connectivity to a BCM50 with a valid Activity Reporter key code

• Operating System Windows XP Professional (SP2 or greater)

Windows 2000 Professional (SP4 or greater) Windows 2003 Server Windows Vista

• Browser Internet Explorer 6.x (or later)

BCM Connectivity

The following configuration diagram illustrates a typical Activity Reporter implementation.

Business Communications

indows Server

ctivity Reporter

Network

T7316 Business

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Notes:

Both the BCM and the workstation hosting Activity Reporter must be connected to the same LAN/WAN. The lines between BCM and the workstation are provided to illustrate the presence of a network connection.

Activity Reporter is a multi-user application; however the Activity Reporter software must only be installed on one computer (Activity Reporter Web Server). As shown in the diagram above, additional users can access Activity Reporter reports from any other personal computer on your LAN/WAN using Internet Explorer. For details on multi-user access, see Using Activity Reporter on Additional Computers in the Activity Reporter User Guide.

Warning: Activity Reporter does not utilize the Secure Socket Layer (SSL) protocol when transmitting data (i.e. web pages) between the Activity Web Server and browsers operating on other computers.

Activity Reporter Keycode Requirements

Activity Reporter can only retrieve data from one BCM. To generate Activity Reporter reports you must enable the Activity Reporter Keycode on the BCM Reporter. For information on enabling a keycode refer to the Keycode Installation Guide.

. Contact your vendor if you want to purchase Activity

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Installation

Introduction

This chapter describes the installation prerequisites and the procedure for installing the Activity Reporter software on the Windows Personal Computer that is designated as the Activity Reporter Web Server PC. The Web Server PC communicates with the Nortel BCM via an IP connection. The Web Server PC also stores the telephony metrics data in an SQL database.

Users of other network PCs can use Internet Explorer to access the Activity Reporter web site on the Web Server PC. From the web site, users can access the software features and can generate telephony metrics reports.

Upgrading a Previous Version of Activity Reporter

This is the initial version of Activity Reporter. As such, upgrading from a previous version is not required.

Installation Prerequisites

Before you install the Activity Reporter software you must:

• Ensure the computer where the software is to be installed can connect to your BCM via Internet Explorer

• Ensure the CDR Pull Feature on your BCM has been activated

• Ensure the Include Metrics File option on the Element Manager’s Call Detail Recording -

Data Transfer tab has been checked

Verifying Activity Reporter Web Server can connect to the BCM

Follow the steps in this section to verify the Activity Reporter Web Server can connect to the BCM.

1. Start Internet Explorer and connect to the Business Communications Manager. In the browser Address Bar, enter the IP Address of the Business Communications Manager in the following format: https:/10.10.10.1/

Remember to substitute the IP Address of your Business Communications Manager for the

10.10.10.1 shown in the example.

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2. The BCM Authentication dialog should now be visible on your screen.

You do not need to logon at this point, as this is simply a test for connectivity between your computer and the BCM.

Figure 1: BCM Internet Explore Login Dialog Box

Please note the appearance of this dialog may vary depending on the version of Internet Explorer you are using. You have now successfully connected to your BCM via Internet Explorer.

Please note if the above dialog does not appear then your BCM is not accessible from the Activity Reporter Web Server computer. Please contact your network administrator for assistance.

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Activating the BCM CDR Pull Feature

Follow the steps in this section to activate the BCM CDR Pull Feature.

1. Launch the Nortel Business Element Manager application. Please note the Nortel Business Element Manager application can be downloaded from the BCM. For information on how to download this application please consult the BCM on-line documentation.

2. The Nortel Business Element Manager main window should now be visible on your screen.

Figure 2: Element Manager Login Screen

Remember to substitute the IP Address of your Business Communications Manager for the

10.10.10.1 shown in the example.

Enter the username nnadmin (or other BCM User ID with BCM Administrator privileges) and password in the BCM Login window and then press the Connect button. If you are using nnadmin, consult your network administrator for the password, as this would have been changed from the default password of PlsChgMe! on the first installation of Nortel Element Manager.

3. Click and expand the Telephony folder on the Configuration tab.

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4. Now click the Telephony folder’s Call Detail Recording item. The Call Detail Recording configuration settings should now be visible.

Figure 3: BCM Call Detail Recording Report Options

5. Click the Call Detail Recording’s Data File Transfer tab and then change the Transfer Type drop down list to Pull. An example of this configuration is shown below.

Figure 4: BCM Call Detail Recording Data File Transfer Options

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Please note to capture and report on Custom Call Routing (CCR), Hunt Group and Voice Mail metrics the Include Metrics File option located in the Transfer Statistics settings box must also be checked.

You have now successfully configured your BCM CDR Pull feature. Exit the Element Manager software.

Installing Activity Reporter

Before attempting to install the software please refer to the Activity Reporter PC Requirements section of this guide to make sure that your environment meets the minimum hardware specifications.

You must have Administrator rights for the installation to be successful. If you do not have Administrator rights for the PC on which you wish to install Activity Reporter, the

Follow the steps in this section to perform an Activity Reporter installation.

3. Close any Windows programs that are open.

4. Start Internet Explorer and connect to the Business Communications Manager. In the browser Address Bar, enter the IP Address of the Business Communications Manager in the following format: https:/10.10.10.1/

Remember to substitute the IP Address of your Business Communications Manager for the

10.10.10.1 shown in the example.

Enter the username nnadmin and password in the BCM Login window. Consult your network administrator for the password, as this would have been changed from the default password of PlsChgMe! on the first installation of Nortel Element Manager. The Welcome to BCM page appears.

5. Click Business Management. The Business Management page appears.

6. From the Reporter Applications list, click Activity Reporter. Information about the Activity

Reporter application appears. See Figure 5: Download of Activity Reporter Software.

installation is halted and you are requested to log out and log back in with Administrator rights.

The Activity Reporter Web Server PC IP address can be either static or dynamically assigned by the corporate LAN (i.e. utilize DHCP).

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Figure 5: Download of Activity Reporter Software

7. Click Download Activity Reporter on the right side of the window. The File Download dialog box appears.

8. Select either Run to run this program from its current location, or Save to save this program to disk.

If you select Save, the Activity Reporter executable file is downloaded to your PC, go to the location where you downloaded the file. Double-click the file to run it.

9. Once the files are downloaded and the installation program is executed the Choose Language

dialog box will be displayed. Use this dialog to select the default language for your installation of Activity Reporter.

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Figure 6: Language Selection Dialog

Note: Each User of Activity Reporter will utilize the selected language setting.

This dialog box allows you to define the language for the Activity Reporter user interface. Click on the down arrow to the right of the dropdown box to display a list of languages. When you have selected your language, click OK. To stop the installation, click Cancel.

The following Welcome window should now appear on your screen.

10.

Figure 7: Installation Wizard Start Dialog Box

Press the Next button to proceed with the installation or the Cancel button to abort the installation.

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11. The Installation program will now display the License Agreement dialog box.

Figure 8: License Agreement Dialog Box

Please carefully read the license agreement before proceeding. To proceed with the installation select the I accept the agreement option and then press the Next button. To cancel the installation, press the Cancel button. To return to the Welcome dialog box, click Back.

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12. The Installation program will now display the Information dialog box. This dialog box displays additional information about Activity Reporter application. Please carefully read any information that is presented before proceeding.

Figure 9: Installation Information Dialog Box

Press the Next button to proceed with the installation or the Cancel button to abort the installation.

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