Avaya BCMS Vu R2 V2 Installation Guide

BCMS VU™ SOFTWARE

R2 V2

Installation Guide

585-217-103

Issue 2

June 2000

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for exam-

ple, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in or der to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Lucent Technologies Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353.

Trademarks

BCMS Vu, Intui t y Messag e Man ag er, CentreVu Agent, CentreVu Supervisor, and and DEFINITY ONE are trademarks of Lucent Technologies; DEFINITY is a registered trademark of Lucent Technologies. IBM is a registered trademark of International Business Machines Corp. INTEL and Pentium are registered trademarks of Intel Corporation. Microsoft, MS, MS-DOS, and Windows are registered trademarks of Microsoft Corp. SPARCserver is a registered trademark of SPARC International licensed exclusively to Sun Microsystems, Inc. Sun and Solaris are registered trademarks of Sun Microsystems, Inc. Symantec pcANYWHERE is a trademark of Symantec, Inc. UNIX is a registered trademark of Novell, Inc. in the United States and other countries, licensed exclusively through X/Open Corporation. All other product names mentioned herein are the trademarks of their respective owners.

Obtaining Products

To learn more about Lucent Technologies products and to order products, contact Lucent Direct, the direct-market organization of Lucent Technologies Business Communications Systems. Access their web site at www.lucentdirect.com, or call 1 800 451-2100. The International fax number is 1 317 322-6699.

Comments

To comment on this document, return the comment card at the end of the document.

Acknowledgment

This document was prepared by Global Learning Solutions, Call Center Segment, Lucent Technologies, Holmdel, NJ 07733-3030

Lucent Technologies National Customer Care Center

Lucent T echnologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121. For technical support, customers outside the United States should call their Lucent Technologies Representative or Distributor.

European Union Declaration of Conformity

Lucent Technologies Business Communications Systems declares that the equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low Voltage Directive 73/23/EEC

Heritage Statement

Lucent Technologies - formed as a result of AT&T’s planned restructuring — designs, builds, and delivers a wide range of public and private networks, communication systems and software, consumer and business telephone systems, and microelectronics components. The world-renowned Bell Laboratories is the research and development arm for the company.

Comments

To comment on this document, return the “How Are We Doing?” form to: Lucent Technologies 101 Crawfords Corner Rd. Holmdel, NJ 07733-3030 2G-528

Acknowledgment

Developed by Lucent Tech nolog i es Global Learning Services.

The “CE” mark affixed to the equipment means that it conforms to the above Directives.

How Are We Doing?

Document Title: Lucent Technologies

Installation Guide, Issue 2

Document No. 585-217-103 Date: June 2000 Lucent Technologies welcomes your feedback on this document. Your comments can be of great

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BCMS Vu

R2 V2 Software

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Software License Agreement

DEFINITIONS

●

“Lucent” means Lucent Technologies Inc.

●

“You”, “Your”, or “Licensee” means the person or business entity who purchased this License to use this Software or for whom such License was purchased.

●

“Software” means a software application that operates on a computer system that provides resources to Software. “Software” includes both “Server” software and “Client” software.

●

“Server” software provides requested information or applications to other (Client) software.

●

“Client” software requests information or applications from other (Server) software.

●

“Documentation” means the manual and any other printed material provided by Lucent with the Software.

●

“License” means the License purchased and granted pursuant to this Agreement.

●

“Single-User License” means the license to use a single instance of the Client Software at any one time.

LICENSE AND PROTECTION

1. License Grant. Lucent grants to You, subject to the following terms and conditions, a nonexclusive, nontransferable right to use the Server Software on a single device, and to use the Client Software on one or more single-user devices, the maximum simultaneous users of the Client Software being limited to the number of Single-User licenses purchased and owned by You. Lucent reserves all rights not expressly granted to You.

2. Protection of Software. You agree to take all reasonable steps to protect the Software and Documentation from unauthorized copy or use. The Software source code represents and embodies trade secrets of Lucent and/or its licensors. The source code and embodied trade secrets are not licensed to You and any modification, addition, or deletion is strictly prohibited. Y ou agree not to disassemble, decompile, or otherwise reverse engineer the Software in order to discover the source code and/or the trade secrets contained in the source code or for any other reason.

To the extent that the Software is located in a Member State of the European Community and You need information about the Software in order to achieve interoperability of an independently created software program with the Software, You shall first request such information from Lucent. Unless Lucent refuses to make such information available, You shall not take any steps, such as reverse assembly or reverse compilation, to derive a source code equivalent to the Software. Lucent may charge You a reasonable fee for the provision of such information.

3. Copies. You may make copies of the Software; however you may not execute more than one instance of the Server Software at any one time and more instances of the Client Software at any one time than the number of Single-User Licenses purchased and owned by you. You may not copy Documentation unless it carries a statement that copying is permitted. All proprietary rights notices must be faithfully reproduced and included on all copies.

4. Ownership. Ownership of, and title to, the Software and Documentation (including any adaptations or copies) remains with Lucent and/or its licensors.

5. Restrictions. You agree not to rent, lease, sublicense, modify or time share the Software or Documentation.

6. Termination. This Agreement shall automatically terminate if You breach any of the terms or conditions of this Agreement. Y ou agree to destroy the original and all copies of the Software and Documentation, or to return them to Lucent, upon Term ination of this License.

License Agreement

LIMITED WARRANTY AND LIMITED LIABILITY

1. Compatibility. The Software is only compatible with certain computers and operating systems. THE SOFTWARE IS NOT WARRANTED FOR INCOMPATIBLE SYSTEMS.

2. Software. Lucent warrants that if the Software fails to substantially conform to the specifications in the Documentations and if the Software is returned to the place from which it was purchased within one (1) year from the date purchased, then Lucent will either replace t he Software or offer to refund the License Fee to You upon return of all copies of the Soft ware and Documentation t o Lucent. In the event of a refund, the License shall terminate.

3. DISCLAIMER OF WARRANTIES. Lucent makes NO WARRANTY, REPRESENTATION OR PROMISE NOT EXPRESSLY SET FORTH IN THIS AGREEMENT. LUCENT DISCLAIMS AND EXCLUDES ANY AND ALL IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. LUCENT DOES NOT WARRANT THAT THE Software OR DOCUMENTATION WILL SATISFY YOUR REQUIREMENTS OR THAT THE Software OR DOCUMENTATION ARE WITHOUT DEFECT OR ERROR OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED. Some states or countries do not allow the exclusion of implied warranties or limitations on how long an implied warranty lasts, so the above limitation may not apply to You. This warranty gives You specific legal rights which vary from state to state.

4. EXCLUSIVE REMEDY. EXCEPT FOR BODILY INJURY CAUSED BY LUCENT’S

NEGLIGENCE, LUCENT’S ENTIRE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT OR THE Software OR DOCUMENTA TION AND YOUR EXCLUSIVE REMEDY IS LIMITED TO DIRECT DAMAGES IN AN AMOUNT NOT TO EXCEED $10,000. LUCENT SHALL NOT IN ANY CASE BE LIABLE FOR ANY SPECIAL INCIDENTAL, CONSEQUENTIAL, INDIRECT OR PUNITIVE DAMAGES EVEN IF LUCENT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. LUCENT IS NOT RESPONSIBLE FOR LOST PROFITS OR REVENUE, LOSS OF USE OF THE Software, LOSS OF DATA, COSTS OF RECREATING LOST DATA, THE COST OF ANY SUBSTITUTE EQUIPMENT OR PROGRAM, OR CLAIMS BY ANY PARTY OTHER THAN YOU. Some states or countries do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to You.

GENERAL CONDITIONS

1. Governing Law. This Agreement shall be governed by, and interpreted in accordance with, the substantive laws of the State of New Jersey of the United States of America.

2. Entire Agreement. This Agreement sets forth the entire understanding and agreement between Y ou and Lucent and may be amended only in a writing or writings signed by You and Lucent. NO VENDOR, DISTRIBUTOR, DEALER, RETAILER, SALES PERSON OR OTHER PERSON IS AUTHORIZED TO MODIFY THIS AGREEMENT OR TO MAKE ANY WARRANTY, REPRESENTATION OR PROMISE WHICH IS DIFFERENT THAN, OR IN ADDITION TO, THE REPRESENTATIONS OR PROMISES OF THIS AGREEMENT ABOUT THE SOFTWARE.

3. Export. Licensee hereby agrees that it will not knowingly, directly or indirectly, without prior written consent, if required, of the Office of Export Licensing of the U.S. Department of Commerce, Washington D.C. 20230, export or transmit any of the Products to any group Q, S, W, Y, or Z country specified in the Export Administration Regulations issued by the U.S. Department of Commerce or to any country which such transmission is restricted by applicable regulations or statutes.

License Agreement

4. U.S. Government Restricted Rights. Use, duplication, or disclosure by the United States Government is subject to restrictions as set forth in FAR 52.227-14 (June 1987) Alternate III (g)(3) (June 1987), FAR 52.227-19 (June 1987), or DFARS 52.227-7013 (c)(1)(ii) (June 1988), as applicable Contractor/Manufacturer is Lucent Technologies Inc., 11900 North Pecos Street, Westminster, Colorado 80234.

5. Assignment. Lucent may without your consent or notice to You, assign this Agreement to an entity to which it transfers ownership of the Software. Upon the effective date of such assignment, You agree that Lucent shall be released and discharged from all obligations and liabilities under this Agreement.

License Agreement

Table of Contents 0

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P1

Contents of This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P2

Conventions Used in This Document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P4

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P5

Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

About BCMS Vu Software R2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

BCMS Vu Software R2 and Connectivity to DEFINITY . . . . . . . . . . 1-3

BCMS Vu R2 Software Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Operating Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Differences Between R1 and R2 of BCMS Vu. . . . . . . . . . . . . . . . . . . . . . . . 1-5

Differences Between R2 Version 1 and R2 Version 2 of BCMS Vu. . . 1-6

Overview of the Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7

Checking the BCMS Vu Software Package Contents . . . . . . . . . . . . . . . . . 1-8

What You Need on Your PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

For the BCMS Vu Server PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

For the BCMS Vu Client PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10

For a Wallboard PC without Client Software . . . . . . . . . . . . . . . . . 1-11

Upgrading from BCMS Vu R1 to BCMS Vu R2. . . . . . . . . . . . . . . . . . . . . 1-12

Upgrading from R1 on Windows NT 4.0 to R2 Server . . . . . . . . . . 1-12

Upgrading from R1 on Windows 95 or Windows 98 to R2 Server . 1-13 Changing R2 Server from Windows 95 or Windows 98 to

Windows NT 4.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-14

Upgrading from R1 to R2 Client. . . . . . . . . . . . . . . . . . . . . . . . . . . 1-14

Software Required for Maintenance Contracts . . . . . . . . . . . . . . . . . . . . . 1-16

Installation Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-17

Installing BCMS Vu R2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-17

On the Server PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-18

On the Client PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-19

On a Wallboard PC without Client Software Installed. . . . . . . . 1-20

Acceptance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-20

Acceptance Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21

Chapter 2 Administering the DEFINITY System and

Configuring the Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Administering the DEFINITY System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Connecting the Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Installing an Anal og Line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

Administering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

BCMS Vu Login and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6

BCMS Agent Login IDs (Non-EAS) . . . . . . . . . . . . . . . . . . . . . . . 2-9

Administering the DEFINITY System to Support the Data Module . . . 2-14

Data Module without a Telephone . . . . . . . . . . . . . . . . . . . . . . . 2-14

TOC-ix

Table of Contents

Data Module with a Telephone . . . . . . . . . . . . . . . . . . . . . . . . . 2-15

Netcon Channels for DEFINITY G3SI or ProLogix System Ports for

DEFINITY G3r. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

Configuring a Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-21

Preliminary Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-21

Configuring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22

Configuring a PC without a Network Interface Card (NIC) . . . . . 2-27

Chapter 3 Installing the Data Module, Hardware Key, and

Remote Maintenance Line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

Installing the Data Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

Installing the 7400B/7400B Plus Data Module with a Telephone . . 3-4 Installing a 7400B/ 7 4 00B Pl u s Da ta Modu le wi t ho u t a Telephone . 3-4

Selecting an EIA-232-D Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

Setting the 7400B/7400B Plus Data Module Configuration. . . . . 3-5

Connecting the EIA-232-D Cable. . . . . . . . . . . . . . . . . . . . . . . . . 3-7

Connecting the DCP Type D8W Cord. . . . . . . . . . . . . . . . . . . . . 3-8

Connecting the Power Supply. . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8

Power Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

Installing an 8400B Plus Da ta Module with a Telephone. . . . . . . . 3-10

Selecting an EIA-232-D Cable . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

Connecting the EIA-232-D Cable. . . . . . . . . . . . . . . . . . . . . . . . 3-10

Connecting the DCP Type D8W Cord. . . . . . . . . . . . . . . . . . . . 3-12

Installing an 8400B Pl us Data Module without a Telephone . . . . . 3-16

Power Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16

Installing a Hardware Key. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18

Installing a Remote Maintenance Line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 -19

Chapter 4 Installing and Removing BCMS Vu Software . . . . . . . . . . . . . . . . 4-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Installing BCMS Vu Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

Choose Destination Locatio n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7

Select Program Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9

Start Copying Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10

Setup Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-11

Removing the BCMS Vu R1 Start Icon. . . . . . . . . . . . . . . . . . . . . . 4-13

Removing BCMS Vu Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 -14

Installing BCMS Vu Client Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16

Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17

Choose Destination Locatio n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22

Select Program Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24

Start Copying Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25

Setup Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26

Removing BCMS Vu Client Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

Installing BCMS Vu Wallboard Software. . . . . . . . . . . . . . . . . . . . . . . . . . . 4-30

TOC-x

Table of Contents

Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-32

Choose Destination Location Window . . . . . . . . . . . . . . . . . . . . . . 4-36

Select Program Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-38

Start Copying Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-39

Setup Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-40

Removing BCMS Vu Wallboard Software . . . . . . . . . . . . . . . . . . . . . . . . . 4-42

Chapter 5 Installing a Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Wallboard Ty pes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Installing the Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3

Registering a Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

Chapter 6 Troubleshooting Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Troubleshooting BCMS Vu Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IN-1

TOC-xi

Table of Contents

TOC-xii

Preface 0

Introduction 0

Note

The BCMS Vu Software R2 Installation Guide tells you how to install the BCMS Vu R2 Server, Client, and Wallboard software. It includes procedures

for installing the BCMS Vu software from the distribution CD-ROM, and installing a data module, hardware key, and a wallboard to be used with the BCMS Vu software. The final chapter provides guidelines for responding to problems that may be encountered during the installation process.

The BCMS Vu Software Installation Guide is intended for anyone who is installing the BCMS Vu software. It assumes that you are familiar with your computer and the Microsoft

4.0 operating system, including standard Windows conventions, such as using the F1 key to activate Help.

The following sections are included in this Preface:

• Contents of this Do c u ment

• Conventions Used in this Document

• Related Documents.

In this guide, the term “DEFINITY system” refers to: DEFINITY

Version 4 (G3V4), R5, or later; and DEFINITY Communications System R2 (DEFINITY ONE).

ProLogixTM ; DEFINITY® ECS Generic 3

Windows® 95, Windows® 98, or Windows® NT

ONETM

Introduction P-1

Preface

Contents of This Document 0

This book describes what you need to know to install the BCMS Vu software.

The guide is organized into the following chapters:

Chapter 1 Intr oduction

Specifies the equipment required to run the BCMS Vu software and outlines the steps required to install it.

Chapter 2 Administering the DEFINITY System and

Configuring the Network

Tells you what to do to the DEFINITY system so it can communicate with BCMS Vu Server software.

Chapter 3 Installing the Data Module, Hardware Key, and

Remote Maintenance Line

Tells you how to connect and configure the data module, how to connect the hardware key approved for use with BCMS Vu software, and set up a telephone line for remote maintenance.

Chapter 4 Installing and Removing

Tells you how to install the Server, Client, and Wallboard software from the distribution CD-ROM, and how to delete the software from your PC when you no longer want it.

Chapter 5 Installing a Wallboard

T ells you how to connect and configure the wallboards that are supported by BCMS Vu software.

P-2 Contents of This Document

BCMS Vu

Software

Chapter 6 Troubleshooting Problems

Contains guidelines for responding to problems that may occur when you install the BCMS Vu software, the hardware key, the data module, and the wallboard.

Preface

Contents of This Document P-3

Preface

Conventions Used in This Document 0

The following conventions are used in this document:

Bold type

Italics

Mouse button

Terminology

Menu names, button names, option names, and file paths on a disk are shown in bold type. For

example: “Select Save from the File menu.” “The file is located in C:\Program Files\.” Sometimes items are shown in bold type for emphasis.

Italics are used for trademarks, the exact word ing of file names, and the titles of referenced documents. For example “BCMS Vu software runs on Microsoft Windows.” “Look for the file bcmsvuclient.” Sometimes words are italicized for emphasis.

Unless the secondary mouse button is specified, use the primary mouse button whenever you are instructed to click or select an item.

Standard call center industry terminology is used in this document, as well as terms such as split/skill, ACD, and AUX. For definitions of terms used in this document, refer to the Glossary.

P-4 Conventions Used in This Document

Preface

Introduction 1

IMPORTANT

This chapter

• Gives you general information about BCMS Vu software

• Outlines the steps involved in installing BCMS Vu software

• Lists the hardware and software requirements for the PC on which you are installing the software

• Discusses the software that is required for the maintenance contract.

This chapter is organized into the following sections:

•About BCMS Vu Software

Before you attempt to install the BCMS Vu software, be sure to look at and use the appropriate checklist in the section entitled “Installation Checklist” at the end of this chapter. This checklist is critical for helping you to perform all of the steps in the correct order.

1-1

Introduction

• Differences between Release 1 and Release 2 of BCMS Vu

• Differences between Release 2 Version 1, and Release 2 Version 2 of

BCMS Vu

• Overview of the Installation

• Checking the BCMS Vu Software Package Contents

• What You Need on Your PC

• Upgrading from BCMS Vu Release 1 to BCMS Vu Release 2

• Software Required for Maintenance Contracts

• Installation Checklist

• Acceptance Criteria.

1-2

Introduction

About

Lucent Technologies BCMS Vu Software R2 is a graphical user interface software application for monitoring the status and performance of a call center , using data collected in the Basic Call Management System (BCMS) on a DEFINITY system. BCMS Vu Software R2 supports the DEFINITY Prologix, DEFINITY G3V4 (load 64 or later), ECS R5 or later, and DEFINITY ONE.

BCMS Vu

Software R2 and Connectivity to

Software R2 1

DEFINITY

The type of DEFINITY system determines your connectivity.

• DEFINITY ONE provides LAN connectivity to BCMSVu.

• DEFINITY Prologix, DEFINITY G3V4 (load 64 or later), ECS R5 or later, provide Data Module connectivity to BCMS Vu.

BCMS Vu R2 Software Features 1

Here are a some key features of BCMS Vu R2 software.

Chapter 1

• Takes real-time data from the DEFINITY system and displays it in textual and graphical form on the monitor of a PC

• Allows the textual form of this real-time data to be printed

• Allows this real-time data to be displayed on external wallboards

• Allows posting of messages on external wallboards

• Supports several types of wallboards

• Stores data from the DEFINITY system (which retains data no longer than one week) on a PC’s hard disk

• Displays this stored data in a table format and permits access to it by third-party products

• Allows this stored data to be printed

About BCMS Vu Software R2 1-3

Introduction

• Allows access to data from several DEFINITY systems.

Operating Environment 1

BCMS Vu runs in the Microsoft Windows operating environment. The

BCMSVu Server software runs on an IBM

compatible PC that is running

the Microsoft Windows NT 4.0 Workstation or Server operating system. The

BCMS Vu Client software runs on an IBM compatible PC that is running the Microsoft Windows 95, Windows 98, or Windows NT 4.0 Workstation or Server

operating system.

Note that the BCMS Vu Software R2 is not supported for 486 PCs, nor is it supported for all localized Windows 95, 98 and Windows NT 4.0 operating systems

Note

Lucent Technologies certifies that BCMS Vu Software R2 has been tested and found to run co-resident with Microsoft Office 95, Microsoft Office 97, Microsoft Office 2000, Intuity

Message Manager™, CentreVu Supervisor™, Centr eVu Agent™, and Symantec pcANYWHERE™. Lucent makes no claims whatsoever as to the compatibility of BCMS Vu Software R2 with any other software application.

Those who attempt to run BCMS Vu Software R2 with any other co-resident application do so at their own risk.

1-4 About BCMS Vu Software R2

Introduction

Differences Between R1 and R2 of

Release 2 of BCMS Vu is the response by Lucent Technologies to requests from users for more features than exist on Release 1.

The most obvious difference between Release 1 and Release 2 is the separation of the Server application from the Client application. The Server application is installed on one PC, which is connected to a DEFINITY system. The Server obtains data from the DEFINITY system. Client applications are installed on the same PC as the Server or on other PCs, which connect to the server over a LAN, instead of connecting dir ectly to the DEFINITY system. From R2, Version 2 and later, BCMS Vu software supports LAN connectivity to the DEFINITY ONE platform.

With Release 2, users can now

• Access real-time data without each BCMS Vu program having a direct connection to a system management port on the DEFINITY system.

• Create real-time pie chart graphs and time-trace graphs.

• Print real-time text reports.

• Schedule the printing of historical reports.

• Send displays to wallboards connected to other PCs in the network. Wallboards need to be registered with but not physically connected to the Server PC.

BCMS Vu

Chapter 1

• Send one report to several wallboards or send different reports to wallboards daisy-chained together.

• Alternate reports and a broadcast message to the same wallboard or wallboards.

• Define four levels of alerts and thresholds in reports.

• Manage the storage of interval and daily data separately.

• In addition to the above, BCMS V u R2 is now licensed for one, five or ten Clients.

•In BCMS Vu R1, thresholds applied across all splits/skills or VDNs. Now you can define thresholds for each split/skill or VDN.

• The 486 processor is no longer supported.

Differences Between R1 and R2 of BCMS Vu 1-5

Introduction

Differences Between R2 Version 1 and R2 Version

BCMS Vu

2 of

R2 Version 2 BCMS Vu introduces the support of LAN connectivity to the DEFINITY ONE platform.

1-6 Differences Between R1 and R2 of BCMS Vu

Introduction

Overview of the Installation 1

The steps to complete the installation and setup of BCMS Vu Software R2 are:

1. Administer the DEFINITY system.

2. Administer the network (required for the DEFINITY ONE system) or stand-alone PC, if any.

3. Install the data module if connecting to a DEFINITY System other than DEFINITY ONE.

4. Install the hardware key on the Server PC.

5. Install the BCMS Vu Server software.

6. Install the BCMS Vu Client software.

7. Install the BCMS Vu Wallboard software if you are using wallboards.

8. Install the wallboard(s) if you are using any.

9. Configure BCMS Vu software.

Chapter 1

10. Verify connectivity to the DEFINITY system.

11. Verify that acceptance criteria have been met. The remaining chapters of the guide describe these steps.

Overview of the Installation 1-7

Introduction

Checking the

BCMS Vu

Software Package

Contents

T o be sure you have everything you need, verify that the following items are included in the software package:

• Program disk – your BCMS Vu Software R2 package should contain a CD-ROM with the software program.

• Hardware Key – The hardware key must be labeled “R2.” There are three versions, which allow one, up to five, and up to ten Clients to be connected to the Server.

• pcANYWHERE software

• Documentation – your BCMS Vu Software R2 package should contain the following documents:

— BCMS Vu Software R2 Installation Guide,

Located on the BCMS Vu program disk: as \Documents\<Language>\Intstallation Guide.PDF Substitute <Language> with a specific directory. For example, D:\Documents\English\Insta llation Guide.PDF

— BCMS Vu Software R2 User Guide

Located on the BCMS Vu program disk: as \Documents\<Language>\User Guide.PDF Substitute <Language> with a specific directory. For example, D:\Documents\English\User Guide.PDF

• Training CD-ROM – you should also receive a CD-ROM entitled

DEFINITY BCMS Vu Release 2 CD-ROM training.

If any of the items is missing or damaged, contact your Lucent Account team, representative, or distributor.

1-8 Checking the BCMS Vu Software Package Contents

Introduction

What You Need on Your PC 1

To insta ll BCMS Vu Software R 2, you must have at least the following hardware and software:

For the

❐ A single-processor Pentium ❐ Windows NT 4.0 Server or Workstation with Service Pack 4 installed on

the PC.

❐ 64 MB of main memory ❐ Up to 500 MB (512,000 KB) of disk space ❐ A double-speed CD-ROM drive.

❐ Either of the following:

— One externa l serial port for the da ta module if you ar e connecting to

— A Network Interface Card (NIC), for TCP/IP LAN connectivity, if

❐ You may need other unused serial ports:

BCMS Vu

Note

a DEFINITY ProLogix, or a DEFINITY G3V4, R5 or later, system

you are connecting to a DEFINITY ONE system.

If you install the software from a remote network drive, the machine on which the software is installed (either Server, Client, or Wallboard) does not need a CD-ROM drive.

Server PC 1

Chapter 1

*For splits/skills, agents, VDNs and trunk groups measured by BCMS, the following formula is an approximate guide to the space required in megabytes for each day’s historical data when the interval measured is an

hour. (When the interval is half-hour, use 185 instead of 370 in the formula.)

# splits/skills + # agen ts + # trunk groups + #VDNs

(370) * BCMS interval in hours

What You Need on Your PC 1-9

Introduction

— One to connect to a wallboard. This serial port must be an

external port.

— One for remote maintenance if you are using an external

modem.

❐ A parallel port to connect the hardware key. A printer may be also

connected to this port.

❐ The BCMS Vu Software R2 distribution CD-ROM. ❐ A data module, either an 8400B Plus or 7400B/ 7400B Plus that is capabl e

of accessing the DEFINITY system. The data module does not apply to DEFINITY ONE systems.

❐ A DEFINITY system login name and password for access to BCMS.

— For DEFINITY systems other than DEFINITY ONE, a DEFINITY

system telephone number (hunt group extension for Netcon channel) is required to connect via the data module.

— For DEFINITY ONE systems, a DEFINITY ONE hostname/IP

address is required to connect via LAN.

❐ A sound card and speakers if you want to use the training CD-ROM. ❐ The pcANYWHERE CD-ROM. ❐ An internal or external modem for remote maintenance using

pcANYWHERE.

❐ The name of the Server PC, the names of all Client PCs on the network,

and the names of all wallboards on the network that you want to use.

For the

❐ A single-processor Pentium ❐ 32 MB of main memory (with Windows 95 or Windows 98 installed) or 64

MB of memory (with Windows NT 4 . 0 installed)

❐ 5 MB (5,120 KB) of free disk space

1-10 What You Need on Your PC

BCMS Vu

Client PC 1

Introduction

❐ A double speed CD-ROM drive ❐ A serial port for each external wallboard connected to the PC, or one

port if the wallboards are daisy-chained

❐ Windows 95, Windows 98 or Windows NT 4.0 Workstation or Server with

Service Pack 3 installed on the PC

❐ The BCMS Vu Software R2 distribution CD-ROM ❐ Optionally, one of the wallboards supported by BCMS Vu software ❐ The name of the Server you want to connect to ❐ A sound card and speakers if you want to use the training CD-ROM.

For a Wallboard PC without Client Software 1

❐ A single-processor Pentium ❐ Windows 95, Windows 98 or Windows NT 4.0 installed on the PC ❐ 32 MB of RAM ❐ 10 MB of free disk space ❐ A double-speed CD-ROM drive ❐ An available serial port for each non-daisy-chained wallboard.

Chapter 1

What You Need on Your PC 1-11

Introduction

Upgrading from

Upgrading from R1 on

BCMS Vu

R1 to

Windows

BCMS Vu

NT 4.0 to R2

Server

We recommend that when you upgrade from BCMSVu R1 on Windows NT

4.0 to BCMSVu R2 Server, you do not remove BCMSVu R1, because you

thereby preserves historical data, saved reports, and certain configuration parameters. We also recommend that you install the R2 Server software on the R1 PC where the historical database is located, although this is not required.

Note

When you upgrade from R1 to an R2 Server,

• The R2 Server PC must be a Pentium.

• The R2 Server PC must have at least 64 MB of RAM.

• Historical data is copied to the R2 Server under the default Server name. For example, if you are installing the Server on the C: drive, historical data is copied to C:\Program Files\Lucent\BCMS Vu\Server\BCMSVu Server.

• Configuration information BCMS data, Server connection, and configuration information is unchanged.

• Saved reports remain where they were before the upgrade. R2 Client software can open these reports.

• Wallboard configuration is not saved. You must readminister it.

R2 1

Note

1-12 Upgrading from BCMS Vu R1 to BCMS Vu R2

After you upgrade the R2 software and verify that it functions properly, you should remove the R1 software:

1. In Control Panel, select Add/Remove Programs.

2. Highligh t “BCMSVu 1.0”.

3. Select Add/Remove.

4. Return to Add/Remove Programs.

5. Highlight Data Access Objects (DAO) 3.0”.

6. Select Add/Remove.

7. Exit Add/Remove Programs and Control Panel.

Introduction

Upgrading from R1 on

Windows

95 or

Windows

to R2 Server

When you upgrade from R1 to an R2 Server, Windows NT 4.0 must be the operating system on the PC before you instal l R2. If R1 was installed on Windows 95 or Windows 98, you must install NT 4.0 on the PC before you

install R2. Refer to “What you need on your PC” in this chapter. To upgrade from R1 on Windows 95 or Windows 98 to R2 Server,

1. Find the file entitled “histdb.mdb”; the default location is C:\Program Files\Lucent\BCMSVu\Server\BCMSVu Server\. Copy it to a location somewhere other than the PC on which BCMSVu R1 is installed.

2. Search through the Windows 95 or Windows 98 configur at ion wizard an d write down all the information displayed there, for example, the login and password, phone number, and download interval and start time. Save this information; you will have to manually re-enter it after you install Windows NT 4.0 on the PC.

3. Install Windows NT 4.0 on the PC. During the NT 4.0 installation, you will be asked if you want to replace

the existing Windows 95 or Windows 98 disk partition with an NTcompatible disk partition. We recommend that you choose to use an NTcompatible partition for best Windows NT operation.

Chapter 1

Replacing the existing disk partition will delete ALL existing

Warning

4. After you have installed Windows NT 4.0 on the PC, install BCMSVu R2 Server on the PC. Refer to "Installation Checklist" in this ch apter and "Installing BCMS Vu Server Software" in chapter 4.

5. Go through the Windows NT 4.0 configuration wizard and configure it using the information you wrote down in step 2.

6. If, when you configure BCMSVu Server, you choose to store the database in the default location, copy the file “histdb.mdb” to C:\Program

files and data on the disk.

Upgrading from BCMS Vu R1 to BCMS Vu R2 1-13

+ 117 hidden pages

Avaya BCMS Vu R2 V2 Installation Guide

Preface 0

Introduction 0

Contents of This Document 0

Conventions Used in This Document 0

Related Documents 0

Introduction 1

BCMS Vu R2 Software Features 1

Operating Environment 1

Overview of the Installation 1

What You Need on Your PC 1

For a Wallboard PC without Client Software 1