Avaya Customer Interaction Express 1.0 User Manual

User Manual
Customer Interaction Express 1.0
System Administrator

Edition: 1.1
03/08/2007

COMPAS ID: 116791

© Copyright Comergo GmbH 2007
All Rights Reserved
Copying or passing on information from this document or extracts in any form

or in any way, be it graphically, electronically or mechanically, by photocopying,
recording on disk or tape or saving to a data query system is not permitted
unless written permission has first been obtained from Comergo.

All technical data, information and properties of the product described in this
document have been compiled to the best of our knowledge at the time of
going to print.

Subject to modification and improvements to the product in the course of
technical developments.

COMPAS
This document is also available in the COMPAS database. The COMPAS ID for

this document is 116791.

Customer Interaction Express

Edition: 1.1 03/08/2007 5

About this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Questions about this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Who is part of the target group? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

What kind of information is provided here? . . . . . . . . . . . . . . . . . . . . . . . . 17

What kind of information is not provided? . . . . . . . . . . . . . . . . . . . . . . . . 17

How is this manual organized? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Which styles are used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Which edition are you reading? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

What has changed since the last edition? . . . . . . . . . . . . . . . . . . . . . . . . 18

Where can you find additional information? . . . . . . . . . . . . . . . . . . . . . . . 19

Where can you get additional support? . . . . . . . . . . . . . . . . . . . . . . . . . . 20

How do you get a printed copy?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Printing the manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Installing the server components. . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Safety instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Procedure: Step-by-step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Windows Server 2003 R2 operating system . . . . . . . . . . . . . . . . . . . . . . . 24

If you want to update a previous release . . . . . . . . . . . . . . . . . . . . . . . . . 24

Do not replace files manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Security certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Release designations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

CIE database access rights and security . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Access for installation and updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Security provided by the Reporting and Realtime Information servers . . . . . . . . . . 26

Access in the CIE UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

More information on Sybase security . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

CIE requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

PC for the CIE server connected to the I55 . . . . . . . . . . . . . . . . . . . . . . . . 27

I55 PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

PC for CIE server connected to ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

ACM PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Software for the CIE server PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Optional software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Installing the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

License per user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

BIOS: Power Management must be disabled. . . . . . . . . . . . . . . . . . . . . . . 30

Very important when installing WindowsServer 2003 . . . . . . . . . . . . . . . . . . 30

Operating system settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Deactivate Error Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Page file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Power Options Properties settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Guided installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Information and functions in the guided installation. . . . . . . . . . . . . . . . . . . . 35

Contents

Contents

6 User Manual CIE 1.0 System Administration

Using the guided installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Entering default settings centrally. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Installing components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Checking the operating system prerequisites. . . . . . . . . . . . . . . . . . . . . . . 38

InstallShield scripting engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Java Development Kit (JDK) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Jakarta Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

WebLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Base components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Naming service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

License client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

TTrace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

UISessionManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Task reporting database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Chap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

ACM PBX driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

ACM task server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

ComMan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

I55 task server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

Contact Center Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Contact Center Additional. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Contact Center Realtime Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Contact Center Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Address book server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Report Generator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Report Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

Update server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Watchdog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Preconfiguration for the Watchdog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Where are the prepared files? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Configuring using Watchdog Config . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Working with distributed systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Starting WebLM for the first time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Installing licenses in WebLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

More information on WebLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Update server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Client configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Starting a CIE system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Contents

Edition: 1.1 03/08/2007 7

Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Logging in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Starting the dialog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

Client on CIE server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Processes that run on a CIE server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Default processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Processes: I55 PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Processes: ACM PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Processes: UMR (email system) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Watchdog samples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Logging CSTA messages (I55 only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Starting the dialog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Time interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Upgrading an installed version BCC V4.x . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

If you are using version BCC V2 or BCC V3.x . . . . . . . . . . . . . . . . . . . . . . 78

Check agent admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Step 1: Backing up the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Step 2: Removing the BCC software . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Step 3: Install the base components. . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Step 4: Updating Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Step 5: Switching to Unicode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Step 6: Upgrading the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Step 7: Installing the components normally. . . . . . . . . . . . . . . . . . . . . . . . 83

Upgrading UMR 1.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Installing the client components . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Do not replace files manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Which client components are provided? . . . . . . . . . . . . . . . . . . . . . . . . . 85

Client on CIE server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Step 2: Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86

Requirements for client packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Administrator rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

Before installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Checking the workstation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

What information do you need for the installation? . . . . . . . . . . . . . . . . . . . . 89

Installing the client components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Step 1: Launch the bootstrapper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Step 2: Install the base components. . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Step 3: Install the license client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Contents

8 User Manual CIE 1.0 System Administration

Step 4: Install the CIE user interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Step 5: Install the update client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Step 6: Install the languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Step 7: Close the bootstrapper.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Silent installation without update client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Windows Installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Contact Center User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Contact Center User Interface Locales . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Update Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

License Client.msi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Updating and uninstalling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

Refreshing views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Changing the settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Uninstalling components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Installing applications separately . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Localization [locales] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

License client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Update client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Connecting to ACM (Avaya Communication Manager) . . . . . . . . . . . . . . . 103

Introduction on connecting to ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Illustration of components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Components for connecting to the Avaya Communication Manager . . . . . . . . . . . 104

ACM PBX driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

PBX task server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Voice Extension Adapter (VEA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Common Hardware Abstraction Platform (CHAP) . . . . . . . . . . . . . . . . . . . . 106

CHAP Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106

Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

References to Avaya documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

ACM features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

Required licenses for AES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Features that are not supported by the CIE-ACM connection . . . . . . . . . . . . . . 108

Features that you must not activate on the telephone . . . . . . . . . . . . . . . . . . 108

Note for the ACM PBX call flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Step 2: Setting up the IP tie line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Optional: OUTCC setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Step 3: Installing PBX driver, CHAP and PBX task server . . . . . . . . . . . . . . . . 110

Step 4: Configuration in the UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Preparations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Your knowledge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Which telephones are configured? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Setting up the IP tie line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

IP tie lines for IP topics, queues and Voice Control (VC) . . . . . . . . . . . . . . . . . 114

Prerequisites for examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Setting up the PC names (node names) . . . . . . . . . . . . . . . . . . . . . . . . . 116

Setting up one or more signaling groups . . . . . . . . . . . . . . . . . . . . . . . . . 117

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Codec set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Setting up a trunk group with signal group assignment. . . . . . . . . . . . . . . . . . 120

Changing the dial plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Changing the settings for AAR (automatic alternate routing) . . . . . . . . . . . . . . . 128

Setting up a route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Checking the signaling group and trunk group . . . . . . . . . . . . . . . . . . . . . . 130

OUTCC setup (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132

Dial plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Setting up external OUTCC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Setting up internal OUTCC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Calling number manipulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Installing the PBX driver, CHAP and PBX task server . . . . . . . . . . . . . . . . . . . . 136

Installing the PBX driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Installing the CHAP component. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Installing the PBX task server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Installing Wireshark Network Protocol Analyzer (optional) . . . . . . . . . . . . . . . . 140

Shutting down and restarting the PC . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Starting processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Configuring numbers in the ACM and CIE for open networks . . . . . . . . . . . . . . . . 142

What is an open network in the CIE system?. . . . . . . . . . . . . . . . . . . . . . . 142

Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Configuration in the UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Configuring the PBX link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Configuring topic access codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Configuring queue devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Supported queue formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Setting up an announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Setting up announcement scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Configuring the CHAP (setting up topics and queue devices) . . . . . . . . . . . . . . 147

Configuring telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Checking the function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Ring tone setup for CHAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Connecting Voice Control to an ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Load sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Installed components on a separate server. . . . . . . . . . . . . . . . . . . . . . . . 153

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153

Connecting to I55 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Connecting an I55 PBX with L02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Connecting an I55 PBX using an ISDN card . . . . . . . . . . . . . . . . . . . . . . . 156

Optional: DSPF controller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Installing the I55 task server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Connecting to L02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Configuring the PBX in the user interface . . . . . . . . . . . . . . . . . . . . . . . . 158

Access is not working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

CTI connection is interrupted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Contents

10 User Manual CIE 1.0 System Administration

Installing the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Which ISDN cards can you use? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Updating the drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Checking the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Checking the CAPI driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Where to get further information?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Connecting the PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Module in the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

ISDN connection configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

PBX configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Measures to prevent the PBX from connecting to the data network and vice versa . . . 164

Module Manager (Communication Manager) . . . . . . . . . . . . . . . . . . . . . . . . . 165

Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

PBX with L02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165

Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Preconfiguration for Module Manager (Communication Manager) . . . . . . . . . . . . . . 168

Check the type of start and set reactions upon service failure . . . . . . . . . . . . . . 168

Changing the configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Checking the connection with the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Creating a log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170

Configuring the PBX in the user interface . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Country Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

DSPF controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Connecting the VT box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Starting Voice Control for the first time . . . . . . . . . . . . . . . . . . . . . . . 175

Using Voice Control with a connection to an ACM . . . . . . . . . . . . . . . . . . . . . . 175

Illustration: Voice Control in the CIE system . . . . . . . . . . . . . . . . . . . . . . . 175

Mode of operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Processes when starting a CIE system with Voice Control . . . . . . . . . . . . . . . . 176

Connecting to the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Special aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Using Voice Control with a connection to an I55 . . . . . . . . . . . . . . . . . . . . . . . 178

Illustration: Voice Control in the CIE system . . . . . . . . . . . . . . . . . . . . . . . 178

Mode of operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Processes when starting a CIE system with Voice Control . . . . . . . . . . . . . . . . 179

Connecting to the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Special aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Step 2: Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181

Step 3: Configuration and startup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

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Mail server and mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Supported WAV formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

License server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .186

License Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .186

Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Installing new licenses during operation . . . . . . . . . . . . . . . . . . . . . . . . . 187

Installation files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Folder for Voice Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

ARS and TTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Installing S0 ISDN cards (I55). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Physically installing the ISDN cards . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Installing the ISDN cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Checking the CAPI driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Where to get further information?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Which is ISDN card 1 and which is ISDN card 2? . . . . . . . . . . . . . . . . . . . . 190

Which is controller 1 on the ISDN card and how do I need to wire it? . . . . . . . . . . 191

Uninstalling the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Configuration PBX I55 for S0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Configuring the ICU data for the digital S0-user . . . . . . . . . . . . . . . . . . . . . 192

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Installing S2M ISDN cards (I55). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Physically installing the S2M card . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Installing the S2M card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Configuring the Diva Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Detecting the driver version installed . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Updating the driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

RJ45 pin allocation for the ISDN card connection . . . . . . . . . . . . . . . . . . . . 194

Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Uninstalling the S2M card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Configuration PBX I55 for DTS2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Configuring the ICU data for the digital S0-user . . . . . . . . . . . . . . . . . . . . . 196

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Installing Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Updating Tiva 2.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Installing ASR and TTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .199

Special aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Installing ASR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .199

Installing OSR 3.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Installing the languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Note for licence server OSR 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Installing existing speech recognition software (ASR) . . . . . . . . . . . . . . . . . . 201

Installing TTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Installing Nuance RealSpeak 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Installing the languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Installing existing text-to-speech software (TTS) . . . . . . . . . . . . . . . . . . . . . 203

Configuring languages in Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . 204

Changing the port configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Connecting to an ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Connecting to an I55 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Contents

12 User Manual CIE 1.0 System Administration

Configuring Voice Control when connecting to an ACM . . . . . . . . . . . . . . . . . . . 209

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Configuring the VU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Assigning numbers in CHAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Assigning Voice Control to a task server . . . . . . . . . . . . . . . . . . . . . . . . . 212

Configuring Voice Control when connecting to an I55 . . . . . . . . . . . . . . . . . . . . 213

Configuring the VU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Note when configuring topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Creating IVR scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Entering the default script for errors . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Creating the task flow set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Starting Voice Control manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Voice Control in the PBX network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Voice Control service and maintenance . . . . . . . . . . . . . . . . . . . . . . . 217

Help with problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Condition in the Logic element is not processed correctly . . . . . . . . . . . . . . . . 217

IVR script is not loaded by Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . 217

Voice Control does not receive any calls (only applicable if connected to an I55) . . . . 218

Overload prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Windows registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Settings useful reporter categories for TTrace . . . . . . . . . . . . . . . . . . . . . . 220

Changing the host names of the CORBA naming service, TTrace server or CTI server settings221

Uninstalling Voice Control with the SpeechPearl engine . . . . . . . . . . . . . . . . . 221

TTrace commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222

VC_ShowSystemInfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

VC_ShowControllerStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

VC_ShowConnectionStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

VC_ShowScriptStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

VC_ShowIVRStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

VC_ShowCallReporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

VC_AbortScript . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

VC_ShowBCCStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

VC_ShowLicenseStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

VC_ShowTSEInfo. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

VC_ShowTSErouteVoiceMessages . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Installing the UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Step 2: Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227

Step 3: Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .231

Preparations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Switching off the NT kernel mode printer driver . . . . . . . . . . . . . . . . . . . . . 232

Switching off Display Shutdown Event Tracker . . . . . . . . . . . . . . . . . . . . . . 233

Installing UMR components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Contents

Edition: 1.1 03/08/2007 13

Use the host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Installing the CIE system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Java Development Kit (JDK) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Step 1: Installing UMR (select components) . . . . . . . . . . . . . . . . . . . . . . . 236

Step 2: Installing UMR (settings) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Step 3: Installing UMR (updating the database) . . . . . . . . . . . . . . . . . . . . . 240

Step 4: UMR Core Locales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Step 5: Installing UMR Archiving (RoD) . . . . . . . . . . . . . . . . . . . . . . . . . 242

Step 6: Installing the address book server . . . . . . . . . . . . . . . . . . . . . . . . 245

Startup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Defining the start sequence of processes in Watchdog . . . . . . . . . . . . . . . . . 246

Default processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Processes: UMR (email system) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Uninstalling components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .248

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

C3k database is not deleted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Setting up UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Connecting a CIE system to mail systems . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Illustration: CIE system with UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

List of UMR components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Changes that are blocked in the CIE system . . . . . . . . . . . . . . . . . . . . . . . 252

Example: Setting up and testing UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Settings for the example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Step 1: email settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Step 2a: Setting up a topic - SMTP variant . . . . . . . . . . . . . . . . . . . . . . . . 255

Step 2b: Setting up a topic - POP3 variant . . . . . . . . . . . . . . . . . . . . . . . . 255

Step 2c: Setting up a topic - IMAP4 variant . . . . . . . . . . . . . . . . . . . . . . . . 256

Step 3: Setting up an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Step 4: Setting up an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Step 5: Creating a task flow set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Step 6: Publishing the UMR domain . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

Step 7: Using POP3 or IMAP4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

Step 8: Sending a sample email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Step 9: Using UMR WebClient as an agent . . . . . . . . . . . . . . . . . . . . . . . 260

Configurations in the UMR Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

Tabs in the UMR Administrator for UMR . . . . . . . . . . . . . . . . . . . . . . . . . 261

User tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

What settings can be configured only in C3000? . . . . . . . . . . . . . . . . . . . . . 262

Themes/domains tab (Topics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Themes/domains tab (Topics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Security tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

SMS gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Terminals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Configuration and operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

C3000 fax gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270

FAX3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270

Storing received messages temporarily . . . . . . . . . . . . . . . . . . . . . . . . . 270

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .271

Contents

14 User Manual CIE 1.0 System Administration

Advanced configuration in the UMR Administrator . . . . . . . . . . . . . . . . . . . . 272

General tab — General settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

General tab — Controlscript settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

Call options tab — General Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

Call options tab — Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

Port Manager — Net ports tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

Port Manager — Port assignments tab . . . . . . . . . . . . . . . . . . . . . . . . . . 278

Port Manager — Configurations tab . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Portmanager — Configuration — Netport tab . . . . . . . . . . . . . . . . . . . . . . 279

Port Manager — Configuration — Fax tab . . . . . . . . . . . . . . . . . . . . . . . . 280

Port Manager — Configuration — Extension tab . . . . . . . . . . . . . . . . . . . . . 281

Warnings — Warningsystem tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

System messages (realtime manager information) . . . . . . . . . . . . . . . . . . . . 285

Extended tab — Fax Footer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

Settings in the Windows registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

How do I include cover sheets for the fax transmission? . . . . . . . . . . . . . . . . . 289

Placeholders variable for cover sheets . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Connection to Microsoft Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

What do I have to configure in DNS/ADS and in UMR Administrator? . . . . . . . . . . 292

Set up domain/subdomain and mail server . . . . . . . . . . . . . . . . . . . . . . . . 292

Seting up a contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

Setting up a distribution group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

Include the contact as a member in the distribution group . . . . . . . . . . . . . . . . 294

UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 294

Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 295

Connection to GroupWise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296

What do I have to configure in DNS, GroupWise and in UMR Administrator? . . . . . . 296

Configuring DNS and GroupWise Internet agent . . . . . . . . . . . . . . . . . . . . . 296

Setting up a distribution list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296

Setting up an external mailbox / domain with an external user . . . . . . . . . . . . . . 297

Establishing the connection between the customer domain and the non-GroupWise-domain297

UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 297

Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 298

Connecting to Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

Was do I need to configure in Lotus Notes? . . . . . . . . . . . . . . . . . . . . . . . 299

Set up global domain in the Domino Directory . . . . . . . . . . . . . . . . . . . . . . 299

You have now set up a foreign SMTP domain . . . . . . . . . . . . . . . . . . . . . . 300

Enabling SMTP on Domino server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Setting up a new group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 302

Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 302

Address book connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Address Book Administration module. . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Possible rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .304

Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Reply address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

Email reply address for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

Email reply address for topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

Querying the filling level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Contents

Edition: 1.1 03/08/2007 15

Settings in UMR Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Recommendation for TTrace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Load protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .307

Configuring text blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Setting privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .308

Database maintenance and repair . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Backing up the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .309

What is a backup server? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Guidelines for backing up the master database . . . . . . . . . . . . . . . . . . . . . 309

Guidelines for backing up the CIE database . . . . . . . . . . . . . . . . . . . . . . . 309

Online help for Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Backing up the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .310

Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Backing up a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Restoring the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .311

Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Increasing the size of a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312

When must you increase the size of the database? . . . . . . . . . . . . . . . . . . . 312

Increasing size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .312

System diagnostics with stored procedures. . . . . . . . . . . . . . . . . . . . . . . . . . 313

Used and free database memory capacity . . . . . . . . . . . . . . . . . . . . . . . . 313

Current connections to the database server . . . . . . . . . . . . . . . . . . . . . . . 314

Advanced database configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Working memory (max memory) used . . . . . . . . . . . . . . . . . . . . . . . . . . 315

Improving database access time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Multi-processor mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

OmniNames does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Possible reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Error elimination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .319

The reporting viewer or WebLM is not working . . . . . . . . . . . . . . . . . . . . . . . . 320

Possible reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320

Tomcat applications are not running . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Message cannot be sent via SMTP Connector . . . . . . . . . . . . . . . . . . . . . . . . 321

Possible reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

Setting in Sybase Central: Connection profile. . . . . . . . . . . . . . . . . . . . . . . . . 323

Advantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .323

Creating a connection profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

Outputting the installed software versions . . . . . . . . . . . . . . . . . . . . . . . . . . 324

WhatIsInstalled tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Outputting to a file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .324

Remote maintenance with PC Anywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Ports used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325

TCP ports used by CIE system processes . . . . . . . . . . . . . . . . . . . . . . . . . . 325

Contents

16 User Manual CIE 1.0 System Administration

Well known ports from 0 to 1023 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325

Registered ports from 1024 to 49151 . . . . . . . . . . . . . . . . . . . . . . . . . . . 325

Dynamic or private ports from 49152 to 65535 . . . . . . . . . . . . . . . . . . . . . . 327

Ports used by services of a CIE server operating system. . . . . . . . . . . . . . . . . . . 329

TCP ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329

UDP ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335

About this manual

Edition: 1.1 03/08/2007 17

About this manual

Questions about this manual

Before you start reading you might have questions regarding this document. We will answer some
questions to start with.

Who is part of the target group?

This manual is intended for people installing and configuring a CIE system Customer Interaction Express).
It makes no difference whether you are using this document in printed or online form.

Use this manual, as you see fit, for reference purposes or to learn how to install and configure a CIE
system.

What kind of information is provided here?

This manual contains information about installing and configuring a CIE system.

What kind of information is not provided?

This manual does not contain information about operating the applications of the CIE system.

How is this manual organized?

This document leads you through the installation and configuration of a CIE system step by step. Once
you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction
to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow
the prerequisites or necessary skills. An illustration or example further clarifies the topic.

Which styles are used?

The documentation uses the following styles.

• Commands, menus, buttons and field names are provided in bold.

• English terms are enclosed in curly bracket "[ ]".

• German terms are enclosed in curly bracket "{ }".

18 User Manual CIE 1.0 System Administration

Which edition are you reading?

The following table lists information about this edition.

What has changed since the last edition?

The following table shows the history of this document.

Compiled on: March 5, 2007

Based on: CIE system version 1.0.1 installation

User interface installation

Editor Andreas Marquardt

Available as: Acrobat Reader file

Version Date Changes

CIE 1.0 11/29/2006 Final version

CIE 1.0 12/07/2006 Added to topic: Features not supported by the CIE ACM connection

Note for the ACM PBX call flow

CIE 1.0 02/12/2007 Connection to Microsoft Exchange, GroupWise, Lotus Notes

Tomcat

About this manual

Edition: 1.1 03/08/2007 19

Where can you find additional information?

This manual describes necessary knowledge and prerequisites. Instructions you need to install and
configure a CIE system are also provided.

You will find information regarding the operation of CIE system applications in the following operating
instructions. You can also use these documents in printed form (Acrobat Reader) or online.

• User Manual Customer Interaction Express 1.0 Configuration

• User Manual Customer Interaction Express 1.0 Task Flow Editor

• User Manual Customer Interaction Express 1.0 User Interface

• User Manual Customer Interaction Express 1.0 Wallboard

• User Manual Customer Interaction Express 1.0 Dialer

• User Manual Customer Interaction Express 1.0 IVR Editor

• User Manual Customer Interaction Express 1.0 Address Book Administration

• User Manual Customer Interaction Express 1.0 Text Block Administration

• User Manual Customer Interaction Express 1.0 UMR Archiving

• User Manual Customer Interaction Express 1.0 WebClient

• User Manual TTrace User

• Installation and Configuration TTrace

• User Manual Watchdog

20 User Manual CIE 1.0 System Administration

Where can you get additional support?

You can get additional support on the Internet. You can send us an email or use our hotline.

Information on the Internet

You can find information on the Internet on the following sites.

http://www.avaya.com

http://www.comergo.com

About this manual

Edition: 1.1 03/08/2007 21

How do you get a printed copy?

You would rather read this manual on paperthan on the PC screen. No problem! You can print the manual.
This document is prepared for being printed. Printing this file provides you with a conventional manual.

The manual is printed in A4 format. and consists of about 344 pages.

Prerequisites

The following conditions must be met if you want to print this document.

• You need the CIE DVD.

• An Acrobat Reader of at least Version 5 or higher must be installed on your PC. You find the
software on the CIE DVD.

• A graphics-capable printer must be connected to your PC.

Printing the manual

You want to print this document.

1. In the file manager, open the doc folder on the DVD.

2. Double-click cie_10_sysadministrator_en.pdf. The Acrobat Reader application opens and shows
the manual.

3. Select Print from the File menu of the Acrobat Reader application. The file is printed.

22 User Manual CIE 1.0 System Administration

Installing the server components

Edition: 1.1 03/08/2007 23

Installing the server components

Important information

Please observe the following notes before you start the installation.

Safety instructions

Password

Keep the following rules in mind when setting your password.

• The password must be at least 8 characters long.

• The password must contain a combination of at least three of the following character types:
Lower-case letters, upper-case letters, numbers, special characters

• Do not use your first name, last name, or any other personal information.

• For security reasons, you must change your password every 90 days.

• Passwords are case-sensitive.

Operating system

Always use the latest security patch from Microsoft.

More information

For more information, consult the current Avaya guidelines.

See also: http://support.avaya.com/security

Procedure: Step-by-step

This manual describes how you install and configure the components of a CIE system step-by-step. You
have to do one step before you can do the next. If you do not keep to the order of steps, the CIE system
may work incorrectly or not at all.

The CIE system has a convenient guided installation to help you.

24 User Manual CIE 1.0 System Administration

Windows Server 2003 R2 operating system

Please note that the following instructions describe the installation for the Microsoft® Windows Server
2003 operating system. English is the language of the operating system.

If you want to update a previous release

If a previous release of a CIE system is installed, see the following topics for the correct instructions.

“Upgrading an installed version BCC V4.x” on page 78

Do not replace files manually

To ensure the version is updated, you must not manually replace files (such as EXE files). This causes
errors when you update a version. Once you change a version manually, you can no longer update it
automatically.

To update a version, use the guided installation.

Synchronization

Please ensure that all computers linked to the CIE system are synchronized. You can do so using the
Synchronization tool. You should avoid any time differences of more than 60 seconds. Differences of more
than 60 seconds can cause reporting errors or can block the CIE system.

Please run the synchronization using small intervals.

Security certificate

If you are using the Web applications of the CIE system via HTTPS (SSL encryption), a security warning
will be displayed notifying you that the security certificate for the site is deficient.

The following message is displayed. This CA Root certificate is not trusted because it is not in the Trusted

Root Certification Authorities store.

Note: A valid security certificate is not part of the CIE system.

If you want to avoid security warnings for SSL, you must obtain a valid security certificate from a
certification service provider.

Installing the server components

Edition: 1.1 03/08/2007 25

Release designations

Server

The version of the server setup is identified as follows:

<Major>.<Minor>.<Patch>.<Build>

Example: 1.0.45.4300

1 major version number
0 minor version number
45 patch number
4300 build number

Major and minor refer to the product version (CIE 1.0).

Patch and build number are only significant within development. The patch number is incremented by one
each time a complete release is built. At the same time, the hundreds digit of the build number is
incremented. If a new setup is required due to a serious error in a component or setup, the last digit in the
build number is incremented for the setup.

User Interface

The version for the UI setup is identified in the same way. The only difference is the patch number, which
has three digits.

<Major>.<Minor>.<Patch>.<Build>

Example: 1.0.501.4300

The hundreds digit of the patch number is incremented when the language files are retranslated. This
acknowledges that the new language DLLs are incompatible with the previous language version. As for
the server setup, the last two digits of the patch number are incremented for each new complete build.

The patch number of the UI setup does not have to correspond to the number range of the server.
Connections between the UI and the server are only evident from the build number.

26 User Manual CIE 1.0 System Administration

CIE database access rights and security

An CIE system uses a relational database from the internationally renowned manufacturer Sybase. The
access rights and security features of the database are regulated by the implemented user administration
of Sybase.

Access for installation and updates

For access to the database used, the CIE system uses a user created by the Sybase administration. For
installation and update procedures, the system uses the Sybase administrator for access. Access to the
database and its data is only given to this user, using the corresponding passwords.

Security provided by the Reporting and Realtime Information servers

Within the database, the CIE system works with identifiers. These identifiers can only be assigned to
readable user names in a database table.

CIE reporting data are saved in the CIE database in coded form as basic values. Only the SG server CIE
process can evaluate these basic values using programmed algorithms and generate readable reporting
data from them.

Access in the CIE UI

Access to reporting generation is controlled using the CIE user interface and its user authorizations. You
must have a user ID and a password for that user ID to access the UI. Additional privileges control which
reporting types can be filled by which content by the user. Authorizations and privileges are assigned when
you configure the CIE system.

Further security for the data is offered by the implemented "Four-Eye Principle". This principle allows
access to reporting data only when two passwords are entered. This enables works councils and other
employee representatives to fulfill their rights.

More information on Sybase security

For more information on Sybase and security, see:

http://www.sybase.com/products/informationmanagement/adaptiveserverenterprise/datasecurity

Installing the server components

Edition: 1.1 03/08/2007 27

CIE requirements

You need the following components with the respective properties for a CIE system connected to an
I55 PBX.

PC for the CIE server connected to the I55

You must have the following minimum hardware requirements for a CIE server on a I55 PBX. The
requirements may be higher (number of servers) depending on the number of calls and whether you use
Voice Control and UMR.

• PC Intel Pentium IV 3.0 GHz processor (or comparable) or higher

• At least 1024 MB of SDRAM (2 GB recommended)

• At least one free PCI slot

• Hard disk with sufficient disk space (at least 20 GB available)

•DVD-ROM drive

• Multi-functionkeyboard

• Pointer (mouse)

• USB port (for VTB)

• Network card (Ethernet card)

• VTB (You need the VTB to import texts as wav files to the DSPF.)

• ISDN S0 card (not applicable if you are using an I55 PBX with L02)

I55 PBX

The I55 PBX must meet the following requirements.

• I55 PBX

• Software release E070V08_1_6_4 or higher
or
System software L021V00_1_1_1.0 or higher

28 User Manual CIE 1.0 System Administration

PC for CIE server connected to ACM

You must have the following minimum hardware requirements for a CIE server connected to an ACM PBX.
The requirements may be higher (number of servers) depending on the number of calls and whether you
use Voice Control and UMR.

• PC Intel Pentium IV 3.0 GHz processor (or comparable) or higher

• At least 1024 MB of SDRAM (2 GB recommended)

• Hard disk with sufficient disk space (at least 20 GB available)

•DVD-ROM drive

• Multi-functionkeyboard

• Pointer (mouse)

• Network card (Ethernet card)

ACM PBX

The PBX ACM must meet the following requirements.

•ACM PBX

• Software release ACM 3.1 or higher

• Software release AES 3.1 or higher

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Edition: 1.1 03/08/2007 29

Software for the CIE server PC

You need the following software for a CIE server.

• Microsoft® Windows Server 2003 R2 32 bit Edition (English) and Update List from Microsoft®
(hotfix)
or
Microsoft® Windows Server 2003 Service Pack 1 32 bit Edition (English)

• Sybase Version 12.5.3 (the CIE setup files contain the corresponding software)

Optional software

We recommend installing the following software with a CIE system.

• Acrobat Reader to read or print CIE documentation

• Driver software (CAPI 2.0 32 bit) for ISDN card (for I55 PBXs only)
(the CIE setups files contain the corresponding software)

Proxy server

In general, a proxy server (HTTP proxy) is used to access the Internet in a company network. It is possible
to use an automatic configuration script for the LAN settings.

In order for the Web applications of the CIE system to work correctly, you must set the relevant exceptions
in the LAN settings of the browser or modify the automatic configuration script accordingly.

Consult the system administrator of your company network.

30 User Manual CIE 1.0 System Administration

Installing the operating system

Please observe the following points when installing Windows Server 2003.

License per user

License the operating system per user.

BIOS: Power Management must be disabled

A CIE server constantly processes messages from the PBX. The performance of the CIE server must not
be reduced by Power Management offered by some manufacturers. Power Management can switch the
processor and the hard disk to power-saving mode.

Switch off (disable) all Power Management functions.

Very important when installing WindowsServer 2003

Carry out a standard installation of Windows Server 2003. Observe the following items.

• If possible, create a second partition for installing the CIE server software. The partition must be at
least 6 GB. Format the partition with the NTFS file system with a block size of 2K.

• Do not forget to set the time to that of your local time zone and to activate daylight savings time.

• Install TCP/IP as the network protocol.

• When assigning the computer name, you may only use letters and digits. You cannot use
underscores in the name. The name must begin with a letter. The computer name can consist of up
to 30 alphanumeric characters.

•Do not install SNMP.

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Edition: 1.1 03/08/2007 31

Operating system settings

You need to configure some of the operating system settings to be able to use a CIE server. For more
information see to the Windows Help, a Windows manual or the hardware manufacturer's instructions.

Deactivate Error Reporting

You must deactivate Error Reporting. Proceed as follows:

1. In the Control Panel, open System.

2. Click the Advanced tab.

3. Click Error Reporting.

4. Select Disable error reporting.

5. Click OK to save your settings.

Page file

Windows Server 2003 automatically sets the size of the page file.

IP address

The CIE server needs a permanent IP address.

User

Create a user and password. Give this user administration rights. For security reasons do not use the
same user and password for every system you install.

Carry out all further installation steps using this user account.

Use this user account to operate the CIE server.

The user must have rights to start services.

32 User Manual CIE 1.0 System Administration

Power Options Properties settings

The figure shows the settings for Power Options Properties.

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Edition: 1.1 03/08/2007 33

Guided installation

A guided installation helps you install all server components. The guided installation lets you install, update
or remove components.

Solution units

The guided installation is divided into the following solution units.

• One Server Standard Solutions

• Two Server Standard Solutions

• Packages (Advanced)

• Custom (Advanced)

Function units

Each solution unit is divided into function units. A function unit can be Voice ACM, email, IVR for example.
Each function unit contains the required components. The function unit in the example contains all
components you need if you want to install a CIE system on an ACM with email and IVR. Each component
has an icon indicating its installed status. This gives you an overview of which components you still need
to install.

Note

The guided installation helps you with the installation, but you must install the individual components
manually. There is no automatic installation for all components for a solution or for a function.

Components

You can use the guided installation to install the following components. You can check the current version.

Component Reference

InstallShield scripting engine “InstallShield scripting engine” on page 38

Java Development Kit “Java Development Kit (JDK)” on page 39

Jakarta Tomcat “Jakarta Tomcat” on page 40

WebLM “WebLM” on page 41

Base components “Base components” on page 42

Naming service “Naming service” on page 43

License client “License client” on page 44

Trace system “TTrace” on page 45

UISessionManager “UISessionManager” on page 46

34 User Manual CIE 1.0 System Administration

Sybase “Sybase” on page 47

Database “Database” on page 49

Task reporting database “Task reporting database” on page 51

Chap “Installing the PBX driver, CHAP and PBX task server” on page 136

ACM PBX driver “Installing the PBX driver, CHAP and PBX task server” on page 136

PBX task server “Installing the PBX driver, CHAP and PBX task server” on page 136

ComMan “Module Manager (Communication Manager)” on page 165

I55 task server “Installing the I55 task server” on page 157

DSPF controller “DSPF controller” on page 172

Contact Center Core “Contact Center Core” on page 53

Contact Center Additional “Contact Center Additional” on page 54

Contact Center Realtime
Information

“Contact Center Realtime Information” on page 55

Contact Center Reporting “Contact Center Reporting” on page 56

Voice Control “Installing Voice Control” on page 198

UMR Core “Installing UMR components” on page 234

UMR Core Locales “Installing UMR components” on page 234

UMR Archiving (RoD) “Installing UMR components” on page 234

Address book server “Installing UMR components” on page 234

Report Generator “Report Generator” on page 58

Report Viewer “Report Viewer” on page 59

Update server “Update server” on page 60

Watchdog “Watchdog” on page 61

Component Reference

Installing the server components

Edition: 1.1 03/08/2007 35

Information and functions in the guided installation

The guided installation shows the following information.

Displays

The table below shows the information in the guided installation.

Buttons

The following table shows the buttons in the guided installation.

View option Explanation

Component name Indicates the name of the component.

Required version Indicates the version required.

Enclosed version Indicates the version of the current setup.

Installed version Indicates the version of the installed component if it is already

installed.

Version check Indicates whether the component is up to date.

Ok means you do not need to update.
Failed means you need to install the component.

Reboot necessary Indicates that you must restart your PC after installing the

component.

Required disk space (maximum value
of selected package)

Indicates the disk space required for the component.

Required disk space (maximum value
of all setup-packages)

Indicates the disk space required for all components.

Button Explanation

Install Starts the component installation.

Modify, Repair Updates the component.

Remove Removes the component.

Finish + Reboot Ends the guided installation and restarts your PC.

End Ends the guided installation.

36 User Manual CIE 1.0 System Administration

Icons

The following table shows the icons in the guided installation.

Icon Explanation

The installed component is compatible. You can update the component but it is
not necessary to do so.

Component is not installed.

The installed component is not up to date. You must update the component.

Component is installed in the current version.

Cannot determine the component version.

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Edition: 1.1 03/08/2007 37

Using the guided installation

Starting the dialog

To start the guided installation, follow these steps.

1. Double-click Guideline.exe. The Installation Customer Interaction Express Version dialog
opens.

2. Click Next. The End-User License Agreement (license agreement) dialog opens.

3. To accept the license agreement, click I Agree. You can install the components one after the other. If
you accept the license agreement centrally, a separate license agreement does not appear when you
install the individual components.

Installing a component

1. To install a component, go to the required component.

2. Click Install. The setup for that component opens.

Updating a component

1. To update a component that is already installed, click Modify/Repair.

2. The setup for that component opens.

Removing a component

1. To remove a component that is already installed, click Remove.

Entering default settings centrally

You can specify the following settings in the guided installation. These are accepted by the installations as
the default settings. This saves you from having to make the same settings in each installation.

Settings Explanation

InstallPath Specifies the folder where the components are installed. In general, use

the default setting c:\Programs\Avaya\CIE.

To change the folder, click .

Host name of the CORBA
Naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

38 User Manual CIE 1.0 System Administration

Installing components

The following topics describe how to install components one at a time. The guided installation guides you
through the installation.

Checking the operating system prerequisites

The following prerequisites must be met if you want to install the server components for a CIE system
successfully.

• You must log in as the correct user with the necessary rights.

• All other Windows applications are closed.

• Write down the users and passwords and keep them in a safe place.

InstallShield scripting engine

You need the InstallShield scripting engine to be able to install WebLM.

To install the InstallShield scripting engine, follow these steps.

1. The guided installation is started. Select InstallShield Scripting Engine.

2. Click Install. The Welcome dialog opens.

3. Click Next. The License Agreement dialog opens.

4. Select I accept the terms in the license agreement.

5. Click Next. The Ready to Install the Program dialog opens.

6. Click Install. The installation takes about five seconds.

7. Click Finish. The installation is complete.

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Edition: 1.1 03/08/2007 39

Java Development Kit (JDK)

Installation

To install Java Development Kit, follow these steps.

1. The guided installation is started. Select Java Development Kit.

2. Click Install. The License Agreement dialog opens.

3. Select I accept the terms in the license agreement.

4. Click Next. The Custom Setup dialog opens.

5. In the window, click Public JRE and select Don’t install this feature now.
Note: If you create a different installation path, be sure to replace only C:\Program Files. The path
must contain ...\Java\jdk1.5.0_07!

6. Click Next. The installation takes about a minute. The Installation finished dialog opens.

7. Click Finish. The installation is complete.

Preconfiguration

We recommend that you disable the automatic update for Java. Proceed as follows:

1. Click Start - Control Panel - Java. The Java Control Panel dialog opens.

2. Click the Update tab.

3. Clear the Check for Updates Automatically check box. The Java Update - Warning message
appears.

4. Click Never Check.

5. Click OK.

40 User Manual CIE 1.0 System Administration

Jakarta Tomcat

To install Jakarta Tomcat, follow these steps.

1. The guided installation is started. Select Jakarta Tomcat.

2. Click Install. Depending on your PCs security settings, a security warning may appear. Run the
software. The Welcome dialog opens.

3. Click Next. The License Agreement dialog opens.

4. To accept the license agreement, click I agree. The Choose Components dialog opens.

5. Also select Service.

6. Click Next. The Choose Install Location dialog opens. Use the default setting.

7. Click Next. The Configuration dialog opens. Enter the following settings.

8. Click Next. The Java Virtual Machine dialog opens. Enter the folder used with the installation of
Java development kit (JDK) (..\Java\jdk1.5.0_07) or choose the folder.

9. Click Install. The installation takes about five seconds.

10. Click Finish. The installation is complete.

Settings Comments

HTTP/1.1 Connector Port Use the default setting 8080 as the port.

User name Enter a user name.

Password Enter a password.

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Edition: 1.1 03/08/2007 41

WebLM

Prerequisite

To install WebLM Version 4.3, you must have installed Java Development Kit and Jakarta Tomcat.

Installation

1. The guided installation is started. Select Jakarta Tomcat.

2. Click Install. The Welcome dialog opens.

3. Click Next. The License Agreement dialog opens.

4. Select I accept the terms in the license agreement.

5. Click Next. The Ready to Install the Program dialog opens.

6. Click Install. The installation takes about five seconds.

7. Click Finish. The installation is complete.

42 User Manual CIE 1.0 System Administration

Base components

You need the base components on every PC with CIE components.

Contents

Base components include the following.

• Branding client DLLs

• OmniOrb client DLLs

• Encryption client DLLs

Installation

To install the base components, follow these steps.

1. The guided installation is started. Select Base Components.

2. Click Install. The Welcome dialog opens.

3. Click Next. The End User License Agreement dialog opens.

4. Select accept the terms in the License Agreement.

5. Click Next. The Ready to Install dialog opens.

6. Click Install. The Installing Base Components dialog opens. The installation takes about a minute.
The files are copied to c:\Program Files\Common Files\Base Components.

7. Click Finish to complete the installation.

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Edition: 1.1 03/08/2007 43

Naming service

The port of the Corba naming service was changed to 2809 with the current OmniORB release
(1.0.xx.xxxx). Please note that the current release (1.0.xx.xxxx) is not compatible with earlier releases. You
have to uninstall an earlier release and then install the new release.

Recommendation

If you do not use a watchdog, we recommend installing the naming service and database server together
on a PC.

Installation

To install OmniORB, follow these steps.

1. The guided installation is started. Select Naming Service.

2. Click Install. The Welcome dialog opens.

3. Click Next. The Choose Setup Type dialog opens.

4. Click Complete. The Ready to Install dialog opens.

5. Click Install. The components for OmniORB are installed. The installation takes a few seconds. The
files are copied to c:\Program Files\Avaya\Customer Interaction Express\OmniOrb\.

6. Click Finish. The installation is complete. The Avaya OmniORB Naming Service is running. The
autostart type of the service is set to Automatic.

44 User Manual CIE 1.0 System Administration

License client

You must install the license client if you want to use the CIE system applications. Proceed as follows:

1. The guided installation is started. Select License Client.

2. Click Install. The Welcome dialog opens.

3. Click Next. The WebLM Parameter dialog opens.

4. Enter the following settings.

5. Optional: Additional Master License Server (only for two server mode)

6. Click Next. The Ready to Install the Program dialog opens.

7. Click Install. The installation takes about five seconds.

8. Click Finish. The installation is complete.

Settings Comments

License Server Enter the host name or TCP/IP number of the license server used

where the licenses for CIE are installed.

Port Indicates the port number of the Tomcat Web server running the local

license server (WebLM).
As a general rule, use the default setting port 8080.

Settings Comments

Master License Server You can configure a master license server (WebLM) if you have one.

Enter the host name or TCP/IP number of the master license server.

Port Indicates the port number of the Tomcat Web server running the

master license server.
As a general rule, use the default setting port 8080.

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Edition: 1.1 03/08/2007 45

TTrace

Installation

To install TTrace, follow these steps

1. The guided installation is started. Select TTrace.

2. Click Install. The Welcome dialog opens.

3. Click Next. The Choose Setup Type dialog opens.

4. Click Complete. The Ready to Install dialog opens.

5. Click Install. The components for TTrace are installed. The installation takes a few seconds. The
files are copied to c:\Program Files\Avaya\Customer Interaction Express\Trace System\.

6. Click Finish to complete the installation. The Avaya Trace Server service is running. The autostart
type of the service is set to Automatic.

7. The Trace System Config application opens. You can configure the trace server. You must have
enough disk space for the log files. You may want to define a drive in the configuration. When you
save a configuration, the log files are deleted after 10 days by default. A new log file is created each
day by default.

Checking the installation

The following components are located in Start - Programs - Avaya CIE - Trace System.

Config

Console

Display

Log2Zip

WhatIsInstalled

46 User Manual CIE 1.0 System Administration

UISessionManager

UISessionManager manages the sessions between the user interface and reporting viewer, TR viewer
and UMR viewer.

Installation

To install UISessionManager, follow these steps.

1. The guided installation is started. Select UISessionManager.

2. Click Install. The Welcome dialog opens.

3. Click Next. The Setup Type dialog opens.

4. Select Complete.

5. Click Next. The General Settings dialog opens. Enter the following settings.

6. Click Next. The Ready to Install the Program dialog opens.

7. Click Install. The Installing UI Session Manager dialog opens. The installation takes about a
minute. The files are copied to c:\Program Files\Avaya\UISessionManager.

8. Click Finish to complete the installation.

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

Port As a general rule, use the default port 10300.

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Edition: 1.1 03/08/2007 47

Sybase

The Sybase 12.5.3 database is used as relational database management system. You must be logged in
as system administrator.

Installation

To install Sybase, follow these steps.

1. The guided installation is started. Select Sybase.

2. Click Install. The Sybase ASE Installer dialog opens.

3. Select the correct drive.

4. Enter the following settings.

5. Use the following default settings.

6. Click Install. Sybase will be installed. The installation takes about 20 minutes. Installation
successfully finished is displayed.

7. Click OK.

8. You must shut down and restart the PC.

Settings Comments

SQL Server Name Use the default setting SYBASEASE.

Password for user sa Enter a password for the sa user. The password must be a

combination of letters and numbers and contain at least eight
characters.

Confirm password Enter the password again.

ODBC Support

jConnect (JDBC) Support

48 User Manual CIE 1.0 System Administration

Checking the installation

Check whether you can start Sybase Central Java Edition and log in as user sa.

1. Start Sybase Central Java Edition.

2. Select Connect under Extra.

3. Select the host name.

4. Log in with the user name sa.

5. Click OK.

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Edition: 1.1 03/08/2007 49

Database

You must install the cc database.

Prerequisites

The following requirements must be met before you can install the database components successfully.

• The Sybase database must be installed.

• The Sybase SQL Server service must be started.

• The Sybase BCKServer service must be started.

Installation

To install the cc database, follow these steps.

1. The guided installation is started. Select Database.

2. Click Install. The CIE Database dialog opens. Enter the following information.

3. Click OK. The Welcome dialog opens.

4. Click Next. The Choose Setup Type dialog opens.

5. Click Complete. The Sybase database setup dialog opens. Enter the following information.

6. Click Next. The Sybase Device Setup dialog opens.

Continued on next page

Settings Comments

Database server The server name is displayed. You cannot change this setting.

User name As a general rule, use the user sa.

Password Enter the password. This is the password you used when installing the

Sybase database.

Settings Comments

Host name of the
CORBA naming service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Host name of TTrace
server

Specify the host name or TCP/IP number of the PC running TTrace.

50 User Manual CIE 1.0 System Administration

Continued from previous page

7. Apply the defaults.

8. Click Next. The Ready to Install dialog opens.

9. Click Install. The Installing Avaya Database dialog opens. The installation takes about 5 minutes.
The files (db_srv and lna_srv) are copied to c:\Program Files\Avaya\Database\. The database files
are in c:\Avaya\Database\.

10. Click Finish to complete the installation.

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Edition: 1.1 03/08/2007 51

Task reporting database

To install the tasks reporting database, follow these steps.

1. The guided installation is started. Select Taskreporting Database.

2. Click Install. The CIE Taskreport Database opens. Enter the following information.

3. Click OK. The Welcome dialog opens.

4. Click Next. The Choose Setup Type dialog opens.

5. Click Complete. The Sybase Device Setup dialog opens.

6. Apply the defaults.

7. Click Next. The Ready to Install dialog opens.

8. Click Install. The Installing Tenovis Database dialog opens. The installation takes about 5 minutes.

9. Click Finish to complete the installation.

Settings Comments

Database server The server name is displayed. You cannot change this setting.

User name As a general rule, use the user sa.

Password Enter the password. This is the password you used when installing the

Sybase database.

52 User Manual CIE 1.0 System Administration

Chap

For information, see “Installing the PBX driver, CHAP and PBX task server” on page 136

ACM PBX driver

For information, see “Installing the PBX driver, CHAP and PBX task server” on page 136

ACM task server

For information, see “Connecting to ACM (Avaya Communication Manager)” on page 103

ComMan

For information on the Communication Manager see: “Module Manager (Communication Manager)” on
page 165

I55 task server

For information, see “Connecting to I55” on page 155

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Edition: 1.1 03/08/2007 53

Contact Center Core

Installation

Proceed as follows to install the Contact Center components.

1. The guided installation is started. Select Contact Center Core.

2. Click Install. The Welcome dialog opens.

3. Click Next. The End User License Agreement dialog opens.

4. Select accept the terms in the License Agreement.

5. Click Next. The Choose Setup Type dialog opens.

6. Click Complete. The General Settings dialog opens. Enter the following settings.

7. Click Next. The Ready to Install dialog opens.

8. Click Install. The Installing ContactCenter Core dialog opens. The installation takes about a
minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\
ContactCenterCore\.

9. Click Finish to complete the installation.

Checking the installation

The following components are located in Start - Programs - Avaya CIE - ContactCenterCore.

KERNEL.EXE

LAD_SRV.EXE

TaskserverManager.EXE

VECTORS.EXE

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

54 User Manual CIE 1.0 System Administration

Contact Center Additional

Installation

To install the additional components, follow these steps.

1. The guided installation is started. Select Contact Center Additional.

2. Click Install. The Welcome dialog opens.

3. Click Next. The End User License Agreement dialog opens.

4. Select accept the terms in the License Agreement.

5. Click Next. The Choose Setup Type dialog opens.

6. Click Complete. The General Settings dialog opens. Enter the following settings.

7. Click Next. The Ready to Install dialog opens.

8. Click Install. The Installing ContactCenter Additional dialog opens. The installation takes about a
minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\
ContactCenterAdditional.

9. Click Finish to complete the installation.

Checking the installation

The following components are located in Start - Programs - Avaya CIE - ContactCenterAdditional.

Annax

AutoDialler

CGIServer

InfoServer

SPopServer

XStatServer

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

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Edition: 1.1 03/08/2007 55

Contact Center Realtime Information

Installation

To install the additional components, follow these steps.

1. The guided installation is started. Select Contact Center Realtime Information.

2. Click Install. The Welcome dialog opens.

3. Click Next. The End User License Agreement dialog opens.

4. Select accept the terms in the License Agreement.

5. Click Next. The Choose Setup Type dialog opens.

6. Click Complete. The General Settings dialog opens. Enter the following settings.

7. Click Next. The Ready to Install dialog opens.

8. Click Install. The Installing ContactCenter Realtime Information dialog opens. The installation
takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\
Contact Center Monitoring.

9. Click Finish to complete the installation.

Checking the installation

The following components are located in Start - Programs - Avaya CIE - Contact Center Monitoring.

Realtime Information server

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

56 User Manual CIE 1.0 System Administration

Contact Center Reporting

Prerequisite

To install Contact Center Reporting (complete) with the task reporting server, you must install an
appropriate ODBC driver for Sybase (PCClient 12.5.3).

Installation

To install the additional components, follow these steps.

1. The guided installation is started. Select Contact Center Reporting.

2. Click Install. The Welcome dialog opens.

3. Click Next. The End User License Agreement dialog opens.

4. Select accept the terms in the License Agreement.

5. Click Next. The Choose Setup Type dialog opens.

6. Click Complete. The General Settings dialog opens. Enter the following settings.

7. Click Next. The Ready to Install dialog opens.

8. Click Install. The Installing ContactCenter Reporting dialog opens. The installation takes about a
minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Contact Center
Monitoring.

9. Click Finish to complete the installation.

Checking the installation

The following components are located in Start - Programs - Avaya CIE - Contact Center Statistics.

Reconstructor

Reporting Server

Task Reporting Server

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

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Edition: 1.1 03/08/2007 57

Voice Control

For information, see “Installing Voice Control” on page 198.

UMR

For information, see “Installing UMR components” on page 234.

Address book server

For information, see “Installing UMR components” on page 234.

58 User Manual CIE 1.0 System Administration

Report Generator

You must install Java Development Kit and Jakarta Tomcat for all reporting applications.

To install the report generator, follow these steps.

1. The guided installation is started. Select Report Generator.

2. Click Install. The Welcome dialog opens.

3. Click Next. The License Agreement dialog opens.

4. Select I accept the terms in the license agreement.

5. Click Next. The Destination Folder dialog opens.

6. Use the default. Click Next. The Choose Setup Type dialog opens.

7. Select Complete. Click Next. The Servers dialog opens. Enter the following settings.

8. Click Next. The Ready to Install the Program dialog opens.

9. Click Install. This takes about five seconds.

10. Click Finish to complete the installation.

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

Port Port 10300 is the default setting. You cannot edit this entry.

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Edition: 1.1 03/08/2007 59

Report Viewer

To install the Reporting Viewer, follow these steps.

1. The guided installation is started. Select Report Viewer.

2. Click Install. The Welcome dialog opens.

3. Click Next. The License Agreement dialog opens.

4. Select I accept the terms in the license agreement.

5. Click Next. The Destination Folder dialog opens.

6. Use the default. Click Next. The Choose Setup Type dialog opens.

7. Select Complete. Click Next. The Servers dialog opens. Enter the following settings.

8. Click Next. The Ready to Install the Program dialog opens.

9. Click Install. This takes about five seconds.

10. Click Finish to complete the installation.

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

Port Port 10300 is the default setting. You cannot edit this entry.

Host name of
Taskreporting DB

Specify the host name or TCP/IP number of the PC running the task
reporting server.

Port As a general rule, use the default port 5000.

URL of Application
Server (Tomcat)

Specify the URL of the application server tomcat. The URL must start
with http:// or https://.

Port As a general rule, use the default port 8080.

60 User Manual CIE 1.0 System Administration

Update server

The Update Server lets you update Avaya products installed on client PCs. To install the update server,
follow these steps.

1. The guided installation is started. Select Update Server.

2. Click Install. The Welcome dialog opens.

3. Click Next. The License Agreement dialog opens.

4. To accept the license agreements, click I accept the terms in the license agreement.

5. Click Next. The Upgradable Products dialog opens.

6. Use the default setting CCUI, Com4Tel. Click Next. The Folder for updates, which can be
uploaded dialog opens.

7. Use the default. Click OK. The Ready to install dialog opens.

8. Click Install. This takes about five seconds.

9. Click Finish to complete the installation.

Preconfiguration

For information on how to use the update server, see “Update server” on page 67.

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Edition: 1.1 03/08/2007 61

Watchdog

The Watchdog application is used to restart the software after a full or partial system failure as soon as the
necessary components are available again.

1. The guided installation is started. Select Watchdog.

2. Click Install. The Welcome dialog opens.

3. Click Next. The Choose Setup Type dialog opens.

4. Click Complete. The General Settings dialog opens. Enter the following settings.

5. Click Next. The Ready to install dialog opens.

6. Click Install.

7. Click Finish to complete the installation.

Preconfiguration

For information on how to configure the Watchdog, see “Preconfiguration for the Watchdog” on page 62

Setting Comments

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

62 User Manual CIE 1.0 System Administration

Preconfiguration for the Watchdog

When you install the Watchdog component, sample configuration files are created automatically. These
sample configuration files contain the settings for the Watchdog application. You must customize a
sample configuration file. To do so, use the Watchdog Config tool.

Where are the prepared files?

The sample configuration files are in the following folder:
c:\Program Files\Avaya\Customer Interaction Express\Watchdog in the archive WatchdogXML-CIE.zip.

Unpack the archive.

Configuring using Watchdog Config

You must customize a configuration file. Proceed as follows:

1. To start the Watchdog Config application, select Start – Avaya – Watchdog.

2. Select File then Open.

3. Open watchdog.xml (sample).

4. In the Server field enter the host name of the CIE server.

5. Click (scenarios).

6. To rename the host name, click Ren.Host. The Rename Hosts in Run dialog opens.

7. In the With field enter the host name.

8. Click OK. The current host name replaces the host name in all run levels.

9. You must edit all runs in all runlevels. Change the following settings: Located at directory (folder),
Program arguments (start parameter) and Delay until next start (duration). To change the settings,
select Run then Edit.

10. Depending on your CIE system you may need to remove or add a run level (e.g. Annax).

11. To save your changes, open File and select Save.

12. Start Avaya - Tenovis Watchdog.

13. Click Distribute now. The configuration file is copied as watchdog.xml into the folder C:\WINDOWS\
system32. The services and executable files contained in the configuration are checked. If services
and files exist, then the CIE system starts.

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Edition: 1.1 03/08/2007 63

Working with distributed systems

In a distributed system, you must install the Watchdog application on every PC. You only need to edit the
configuration file once. Proceed as follows:

1. You edited and saved the configuration file using the Watchdog Config application. Edit the
configuration file as described above.

2. Select File then Distribute. The Distribute Configuration File dialog opens.

3. In the to watchdog(s) on hosts(s) field enter the host name or TCP/IP addresses of the other
systems. Use a comma to separate the entries.

4. Click Distribute now. The configuration file is distributed to all PCs in the system.

64 User Manual CIE 1.0 System Administration

Licensing

Avaya uses WebLM as its licensing standard. WebLM is a license server for Avaya applications and
servers.

WebLM is a Web-based license server that was implemented as a Java servlet and runs on the Tomcat
in the CIE environment.

The license client (application/CIE server components) and license server communicate using a standard
HTTP connection.

Licenses are managed and monitored using a Web browser.

Type of licenses

WebLM supports counted (client can request a number of licenses) and uncounted licenses (OK licenses).
Licenses are tied to the MAC address of the license server.

Prerequisite

WebLM requires a transparent proxy server.

Illustration

The following illustration shows the WebLM architecture.

License Server Host

WebLM license server

servlet

Web server

License Files

one per
product

Hosts with Licensed Software

Client software

License API

Server software

License API

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Edition: 1.1 03/08/2007 65

Versions

CIE 1.0 requires the following versions. The software is installed using the guided installation.

• WebLM 4.3

• Tomcat 5.5.9

• Java Development Kit1.5.0.7

Installation

WebLM

For information on how to install WebLM, see “WebLM” on page 41.

License clients

For information on how to install a license client, see “License client” on page 44.

Changing the license client settings

To change the license client settings, follow these steps.

1. To start the license client installation, in the guided installation, click Modify/Repair.

2. Run the installation as you usually would and change the settings.

Starting WebLM for the first time

Prerequisite

Use the service manager (Control Panel - Administrative Tools - Services) to check whether

ApacheTomcat is running. Start ApacheTomcat if necessary.

Open

To open WebLM, follow these steps.

1. Open an internet browser.

2. Enter the following address: http://Host name of the license server:Port/WebLM/index.jsp. The
Login dialog opens.

3. Enter admin as the user name and weblmadmin as the password. The Change Password dialog
opens.

4. In the Current Password field enter weblmadmin and in the New Password field enter a new
password between 6 and 14 characters long. In Confirm Password enter the new password again.

5. Click OK. The Login dialog opens. You can now log in with the new password.

66 User Manual CIE 1.0 System Administration

Installing licenses in WebLM

Once you have changed the password, follow these steps to install a license.

1. Open an internet browser.

2. Enter the following address: http://Host name of the license server:Port/WebLM/index.jsp. The
Login dialog opens.

3. Enter the user name (User Name) and password (Password).

4. Click Install License.

5. In Enter License Path specify the file name and path of the license or click Browse and select the
license file.

6. To load the license in the license server, click Install. The license (e.g. CIE) appears under

Licensed Products.

More information on WebLM

For more information on using WebLM see the Avaya WebLM Release 4.3 Administration Guide.

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Edition: 1.1 03/08/2007 67

Update server

Application

The Avaya update server is a preliminary stage of the Distributed Deployment System (DDS). The update
server lets you update Avaya products installed on client PCs. The update server runs as a service.

The Avaya update server is a web application in Tomcat. You can administer the application from the URL
http://<Hostname>:8080/UpdateStore. tomcat is set as the default user name and password. Change the
password after first login.

Architecture

The Avaya update server consists of three components. The following table shows the components and
descriptions.

Component Computer Explanation

AvayaUpdateService.exe Client This is a Windows NT service that must be installed on each

client. This service handles timing and starts the updater. This
service runs in the context of the local system accounts and
has enough rights to run an update setup.

Updater.exe Client This application is started every two hours by

AvayaUpdateService and looks for updates on the
UpdateStore.

WaitForCompletion.exe Client If you install an update, restart the PC and login, this

application starts up automatically and waits until the update
is finished installing.

UpdateStore Server The Server process is a Tomcat application administrators can

use to download new updates. The updater uses this process
to download current versions to the client.

68 User Manual CIE 1.0 System Administration

Prerequisites

The AvayaUpdateService can update application whose setup is available as a Microsoft® Windows
Installer (MSI). The setup must support silent installation.

MSI

If your setup program is an MSI file, use this command:
msiexec.exe /i setup.msi /qn.

Restrictions

Please note the following restrictions.

Localization

The user interface of the updater is available in the following languages: German, English, Spanish, Italian,
Portuguese, French, and Russian. The updater is internationalized to allow new languages to be added
as needed.

Russian is displayed correctly only on Eastern European Windows installations.

terminal server

The AvayaUpdateService does not work in a terminal server environment. This is because interactive
services can only access certain Windows stations (sessions). This same applies for more than one user
logged on to Microsoft® Windows XP at the same time (fast user switch).

Changing users

The AvayaUpdateService only functions reliably if you do not change users (log out). This is because the
user interface is created in the SysTray using an interactive Windows NT service. These services are
linked to a specific Windows station (the station of the first interactive user). Other interactive users are
assigned a new Windows station and do not see the AvayaUpdateService user interface. As a result, other
interactive users cannot initiate updates.

Updating services

The AvayaUpdateService cannot update services that are started automatically. Before restarting, set the
start type to Manual.

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Edition: 1.1 03/08/2007 69

Client configuration

The installation directory contains the folder config. This folder contains the following files.

Example: updateService.ini

The example below shows a file called updateService.ini.

[UpdateStore]
url=http://localhost:8080/UpdateStore

[Installer]
parameters = /qn

[Blacklist]

UpdateStore:url is the URL where the UpdateStore is located.

In Installer:parameters you can customize the arguments in msiexec.exe, which is used to install an
update. The default setting is very silent installation. You can also activate logging (parameters = /qn /l*v
c:\upodate.log).

Under Blacklist you can specify update codes (in registry format) for the installations you do not want to
update. The names of the keys are unimportant but they must be unique. Example:

[Blacklist]

ignore.1 = {C41F15A8-1D9A-4A96-8D7B-6799A0B1E238}

ignore.2 = {0F8F15A8-1D9A-4A96-8D7B-6799A0B1E238}

locale directory

There is one locale folder for each available language specified under GUI:lang. You can create new
languages using the python 2.4 gettext tool.

Files Explanation

updateService.ini Configuration for the updater. Contains configurable settings for the update

client.

*.config There must be at least one file with the extension .config for each configured

application to update. This file contains information on the application that is
monitored (e.g. upgrade code).

locale directory Contains the localized language strings.

70 User Manual CIE 1.0 System Administration

Server configuration

The UpdateStore is Tomcat Web application. The UpdateStore is copied to the webapps Tomcat folder.
The UpdateStore is configured using UpdateStore/WEB-INF/web.xml and UpdateStore\WEB-INF\
updateStore.properties.

The following example shows a configuration file (web.xml).

<!DOCTYPE web-app PUBLIC
'-//Sun Microsystems, Inc.//DTD Web Application 2.3//EN'
'http://java.sun.com/dtd/web-app_2_3.dtd'>
<web-app>
<context-param>
<param-name>updatestore.rootdir</param-name>
<param-value>C:\updatestore\</param-value>
</context-param>

<context-param>
<param-name>updatestore.products</param-name>
<<param-value>ccui,com4tel</param-value>
</context-param>

<servlet>
<servlet-name>download</servlet-name>
<servlet-class>com.tenovis.updatestore.DownloadServlet</servlet-class>
</servlet>

<servlet>
<servlet-name>remove</servlet-name>
<servlet-class>com.tenovis.updatestore.RemoveServlet</servlet-class>
</servlet>

<servlet>
<servlet-name>upload</servlet-name>
<servlet-class>com.tenovis.updatestore.UploadServlet</servlet-class>
</servlet>

<servlet-mapping>
<servlet-name>download</servlet-name>
<url-pattern>/download</url-pattern>
</servlet-mapping>

<servlet-mapping>
<servlet-name>remove</servlet-name>
<url-pattern>/remove</url-pattern>
</servlet-mapping>

<servlet-mapping>

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Edition: 1.1 03/08/2007 71

<servlet-name>upload</servlet-name>
<url-pattern>/upload</url-pattern>
</servlet-mapping>

<security-constraint>
<web-resource-collection>
<web-resource-name>Update Store Protected Area</web-resource-name>
<url-pattern>/admin/main</url-pattern>
<url-pattern>/admin/upload</url-pattern>
<url-pattern>/admin/updates</url-pattern>
<url-pattern>/admin/delete</url-pattern>
<url-pattern>/admin/newUpdate</url-pattern>
</web-resource-collection>
<auth-constraint>
<role-name>tomcat</role-name>
</auth-constraint>
</security-constraint>

<login-config>
<auth-method>FORM</auth-method>
<realm-name>Update Store Admin</realm-name>
<form-login-config>
<form-login-page>/login.jsp</form-login-page>
<form-error-page>/loginError.jsp</form-error-page>
</form-login-config>
</login-config>

<security-role>
<role-name>tomcat</role-name>
</security-role>

</web-app>

The entries for <security-role> and <auth-constraint> in particular may need to be changed from tomcat to
another name.

In the updateStore.properties file you must specify the path to an existing folder where you want
UpdateStore to save the setup.

Example:

#Properties for the Avaya Update Store
#location (path) into local file system where the uploaded setups are stored
store.location.path=c:\\updatestore

Note that you must enter special characters like "\," in a path name with "\".

Log files

The AyavaUpdateService and updater write to the client PC's NTEventLog. The updater also writes a log
file (AvayaUpdateService.log) in the installation directory that contains information on the last update.

72 User Manual CIE 1.0 System Administration

Starting a CIE system

You can either start a CIE system manually or automatically with the Watchdog. If you start the CIE system
with the Watchdog, the individual components are monitored.

Prerequisite

You need the appropriate licenses to start a CIE system. One or more license servers control the
assignment of CIE licenses. Load a valid license package to the license server by using the license
administrator tool.

Logging in

All parts of the CIE system are installed. You can now start the CIE system manually.

1. Log in to the CIE server.

2. Use the user and password.

Starting the dialog

The CIE system is started automatically with the Watchdog application.

Client on CIE server

You can also install the client components on a CIE server. Use the User Interface only for the
configuration. If you are using Realtime Information and Reporting as clients on the CIE server, the
Processor performance is used unnecessarily for these features.

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Edition: 1.1 03/08/2007 73

Processes that run on a CIE server

For a CIE system to run properly, processes must run on one or more servers.

Default processes

The following processes must run on each CIE server regardless of whether the system is an email system
or a system with an I55 or ACM PBX.

Services (start type automatic)

The following processes are installed as services that start automatically.

• OmniOrb (Automatic)

• TTrace (Automatic)

• Watchdog (Automatic)

• UI Session Manager (Automatic)

• TomCAT (Automatic)

Watchdog

The following processes must be started by the Watchdog in each CIE system.

• db_srv

• lna_srv

• TaskserverManager

• Kernel

•Vectors

• ReportGenerator (man. service)

• Monitor_srv

•Statistic_srv

74 User Manual CIE 1.0 System Administration

Optional processes

The following processes can be started by the Watchdog as needed in the CIE system.

• Lad_srv

•Tr_Srv

• Annax

• Info_srv

• Xstat_srv

• Autodialer

• Spop_srv

•Cgi_srv

Processes: I55 PBX

The following processes must be started by the Watchdog if the system is connected to an I55 PBX.

• Taskserver I55 Starter (man. service)

• VU-Unit I55 Starter (man. service)

•config

Processes: ACM PBX

The following processes, which are installed as services that must be installed manually, must be started
by the Watchdog when the system is connected to an ACM PBX.

• PBXDriver

• CHAP

• CHAPSync

• VEA

• PBXTaskserver

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Edition: 1.1 03/08/2007 75

Processes: UMR (email system)

Services (start type automatic)

The following processes must run as services that start automatically if you have a UMR system.

• C3k_db_srv

• C3k_lna_srv

• C3000 server

• UMR ClientAdapter

• UMR config server

• UMR task server

• POP3 IMAP4 client

• SMTP connector

• UMR text template server

• Avaya observation service

• RoD repo server

• RoD Rodomat

• RoD scheduler server

•RoD Archie

•RoD Cex

Watchdog

The following processes must always be started by the Watchdog if you have a UMR system.

• Reconstructor

• adb_srv (bat file)

Note

In CIE systems with UMR the address book server is not started as a service. Because the address book
server requires a Sybase installation, it is installed on the database server.

For CIE systems with UMR the reconstructor process must always be started. The reconstructor
process ensures that no reporting data are lost.

The statistic_srv with the –recon 1 parameter must also be started.

Watchdog samples

The Watchdog installation includes sample configuration files for CIE systems with an I55 PBX, ACM PBX
and a UMR system.

76 User Manual CIE 1.0 System Administration

Logging CSTA messages (I55 only)

You can log messages between the I55 task server and the I55 PBX using ktracer.

Starting the dialog

1. Start ktracer by double-clicking the ktracer.exe file in Explorer. A Dtrace file
<SystemName_Date_Interval>.out is created.

File

When the program ktracer.exe is running, a new ktrace file is created at the start of every hour.

Example of file names

2006_07_05_System_4F__20_00_to_21_00.out, was created on 05.07.06 at 8:00 p.m. and contains data
to 9:00 p.m.

Time interval

The time interval can be changed using start parameters:

ktracer -i x

x= 10, 15, 20, 30, 60, n * 60
x is the number of minutes. Other time intervals are invalid.

Example:

If you start ktracer.exe at 8:07 with ktracer -d 10, a ktrace file is written from 8:07 to 8:10, and then another
is created for 8:10 to 8:20, and so on.

PC

You can start the program ktracer.exe on another computer:

ktracer -h <hostname taskserver i55>,

The ktrace file is created on the PC running ktracer.exe.

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Edition: 1.1 03/08/2007 77

Port

The default port is 9210. In a PBX cluster (Network), the port number is incremented (9211, 9212).

You can change the port with ktracer -p <port>.

Each PBX in the CIE network must have its own port.

The correct port for each PBX is specified in the output of the I55 task server during startup.

Folders

You can specify the folder for the ktrace file.

ktracer -d <folder>

78 User Manual CIE 1.0 System Administration

Upgrading an installed version BCC V4.x

To update an existing version of BCC V4.x, follow these steps. If you are an experienced user, you can
use the quick-start guide or the detailed steps 1 to 6.

If you are using version BCC V2 or BCC V3.x

If you want to update version BCC V2 or BCC V3.x, you must first update this version to version BCC V4.x.

For information on how to do so, see the BCC V4.0 system administrator user manual.

Check agent admin

Check whether there is an agent with names admin. If there is an agent admin rename the agent before
the actualization.

Quick-start guide

The following tables are quick-start guides for the respective topics. If you have the necessary experience,
you can use the table as a memory aid. This quick-start guide is intended for experienced users.

The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding
topic for full instructions.

Step Action Notes

1. Backing up the database Mandatory

2. Removing the BCC software Remove the software with guideline.exe
Data base remains

3. Install the base components. As described

4. Updating Sybase Sybase Version 12.5.3 is used.

5. Switching to Unicode UpgradeTool

6. Upgrading the database Upgrade the database

7. Installing the components

normally

Install the additional components.

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Edition: 1.1 03/08/2007 79

Step 1: Backing up the database

You must back up the database for security reasons.

For information on how to back up the database, see “Backing up the database” on page 310.

Step 2: Removing the BCC software

Once you have backed up the database, remove the BCC software. To do so, start the guided installation.
You must remove OmniORB, Watchdog and TTrace manually.

1. Double-click Guideline.exe. The Installation Customer Interaction Express Version dialog
opens.

2. Click Next. The License Agreement dialog opens.

3. To accept the license agreement, click I agree.

4. The guided installation detects BCC components that are already installed. They are displayed. You
are prompted: Do you wish to continue?

5. To remove these BCC components click Yes. The remove? dialog opens.

6. Click OK. The following security prompt is displayed: Are you sure you want to uninstall this
product?

7. Click Yes.

8. Repeat steps 5 to 7 for all installed BCC components.

9. The guided installation opens as usual.

Step 3: Install the base components.

Install the base components as described.

See: “Base components” on page 42

80 User Manual CIE 1.0 System Administration

Step 4: Updating Sybase

Once you have removed the components, you must update. BCC V4.x worked with Sybase 12.5.x. You
must update the version of Sybase to 12.5.3.

To update Sybase, follow these steps.

1. The guided installation is started. Select Sybase.

2. Click Upgrade. The Sybase ASE Installer dialog opens.

3. Select the correct drive.

4. Enter the following settings.

5. Click Modify/Repair. Sybase is updated. The update takes about five minutes. Installation
successfully finished is displayed.

6. Click OK.

7. You must shut down and restart the PC.

Settings Comments

Administrative user You usually use the user sa.

Administrative password Enter the password for the user.

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Step 5: Switching to Unicode

You must convert the database to Unicode. The UpgradeTool converts the database.

Proceed as follows:

1. Start UpgradeTool (double-click UpgradeTool.exe). The UpgradeTool dialog opens.

2. Enter the following settings.

3. Click OK. The dialog displays all user databases located on the database server. Select all user
databases. Deselect a user database only if you are sure that this database must not be converted to
Unicode.

4. Click Upgrade. The database is converted. This takes about five minutes. The message conversion
to unicode successfully finished is displayed.

5. Click OK.

6. To exit the tool, click Exit.

If problems occur

If problems occur when you convert to Unicode, the database may not be readable. If error messages are
displayed, restore the back up database and try again.

Settings Comments

User name You usually use the user sa.

Password Enter the password for the user.

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Step 6: Upgrading the database

Requirements

A database upgrade requires at least 50 MG of available memory.

If you upgrade a database Version <40018, the available memory in the data segment of the database
must be 2.5 times the occupied memory.

You can check the available and occupied capacity with the check_space stored procedure.

More information

• “System diagnostics with stored procedures” on page 313

• “Increasing the size of a database” on page 312

Refreshing views

To upgrade the cc database, follow these steps.

1. The guided installation is started. Select Database.

2. Click Upgrade. The CIE Database dialog opens. Enter the following information.

3. Click OK. The General settings dialog opens. Enter the following settings.

4. Click Next.

5. The database is upgraded. This takes about three minutes.

6. Click Finish to complete the upgrade.

Settings Comments

Database server The server name is displayed. You cannot change this setting.

User name As a general rule, use the user sa.

Password Enter the password. This is the password you used when installing the

Sybase database.

Settings Comments

Host name of the
CORBA naming Service

Specify the host name or TCP/IP number of the PC running the Corba
naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running the trace
server.

Port Port 10300 is the default setting. You cannot edit this entry.

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Step 7: Installing the components normally

Once you have completed steps 1 through 6, install the other components normally.

Upgrading UMR 1.0

In order to upgrade UMR 1.0 to CIE 1.0, proceed as follows.

1. Save the existing system (image).

2. Deinstall the applications umr (without database).

3. If you have archives, then you have to update the archives. Replace all placeholders in the file
c3kschema_archive_1.spl.

$ARCHIVE_DATABASE$ "name of archive database"
$USER_WRITE$ "c3k_archive"
$USER_READ$ "report"

4. Enter following ISQL command.

isql -Usa -P<password> -S<servername> -ic3kschema_archive_1.sql

5. Accomplish the steps, as described in the topic upgrading an installed version BCC 4.0.

6. Install UMR as described.

7. Start the C3000 server.

8. Start the application umr_reindex.exe (folder <CD-Drive>:\Server\UM_Core\Tools\Update from
UMR1.0 to UMR 1.1). Follow the guidances. If the archive works on another server, then start
application umr_reindex.exe also on this server.

9. Create the addressbooks. Add the appropriate profiles.

10. Import the addressbooks (csv) from UMR 1.0.

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Installing the client components

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Installing the client components

Important information

Please observe the following notes before you start the installation.

Operating system

Please note that the following instructions describe the installation for the Microsoft® Windows XP
operating system.

Do not replace files manually

To ensure the version is updated, you must not manually replace files (such as EXE files). This causes
errors when you update a version. Once you change a version manually, you can no longer update it
automatically.

For further information, please refer to the following topics:

• “Refreshing views” on page 99

• “Changing the settings” on page 99

• “Uninstalling components” on page 99

Which client components are provided?

The Contact Center Client Package contains the following components.

• Base components

• License Client

• User Interface

• Update Client

• User Interface Locales

Client on CIE server

You can also install the client components on a CIE server. Use the User Interface only for the
configuration. If you are using Realtime Information and Reporting as clients on the CIE server, the
Processor performance is used unnecessarily for these features.

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Quick-start guide

The following tables are quick-start guides for the respective topics. If you have already set up several
systems and have the necessary experience, you can use the tables as a memory aid. This quick-start
guide is intended for experienced users.

The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding
topic for full instructions.

Step 1: Preparations

Make the following preparations.

Step 2: Installation

Make the following preparations.

Step Action Notes

1. Check your access rights You need administrator rights.

2. Prepare the information. Host name of CORBA
Host name of Trace system server

Step Action Notes

1. Launch the bootstrapper. Central license agreement

2. Install the base components. Requirement for user interface

3. Install the license client. Host name of license server

4. Install the user interface. Optional Report Scheduler

Host name of CORBA
Host name of Trace system server

5. Install the update client. Update server

6. Install the languages. Contact Center User Interface Locales
(additional languages)

7.

Close the bootstrapper.

-

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Edition: 1.1 03/08/2007 87

Requirements for client packages

For the client components of a CIE system, you need the following hardware and software and relevant
access rights.

PC

Your PC must have the following minimum requirements to use the user interface application.

• PC Intel Pentium III 800 MHz processor (or comparable) or higher

• At least 512 MB SDRAM

• Hard disk with sufficient disk space (at least 10 GB available)

• Multi-functionkeyboard

• Pointer (mouse)

• Network card (Ethernet card)

Software

You need the following software for the client components.

• Operating system: Windows XP
or
Operating system: Windows 2000
or
Operating system: Windows 2003

Optional

• Acrobat Reader to read or print Customer Interaction Express documentation.

• To export reporting, you need Excel for Microsoft® Office 2000, Microsoft® Office 2003 or
Microsoft® Office XP.

Administrator rights

Please note that you must have administrator rights to install the Customer Interaction Express UI
software. You do not need administrator rights to use the UI.

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Proxy server

If a proxy server (HTTP proxy) is used in the company network, the CIE server must be specified under
Exceptions in the Brower Properties.

If the company network uses a proxy server as an automatic configuration script, the automatic
configuration script must be modified accordingly.

Consult the system administrator of your company network.

You can find the settings in the browser under Connections - Settings.

If you are not using an automatic configuration script, you will find the exceptions under Connections -
Settings - Proxy Server - Advanced - Exceptions.

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Before installing

Please note the following before you install the client components.

Checking the workstation

Before you start the installation, please check that:

• Your PC is switched on.

• The operating system is installed and the PC connected to a network.

• TCP/IP must be installed and configured.

• You are logged in as the system administrator.

• Other Windows applications are closed.

What information do you need for the installation?

You need the following Customer Interaction Express system information for the installation. Make a note
of the information. You can then carry out the installation without having to stop to search for information.

• Host name of the CORBA name server

• Host name of the TTrace server

• Host name of the license server

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Installing the client components

A bootstrapper is provided for the client components to save you from having to install the components
individually in a specified order. The bootstrapper installs all required components for an agent (client).

Perform the following steps to install the client components.

Step 1: Launch the bootstrapper.

You need a data medium (CIE or network) with the corresponding software. The on-screen installation
instructions are in English.

1. Select the folder with the installation files (CIE DVD or network).

2. Double-click Contact Center Client Package.exe. The Customer Interaction Express Contact
Center Client Package dialog opens.

3. Click Next. The End User License Agreement dialog opens.

4. Select I accept the terms in the license agreement.

5. Click Next. The Package contents dialog opens. A table shows the components to be installed. The
name and version information is displayed.

The (green check mark) symbol indicates that the version is up-to-date.

The (red x) symbol indicates that the version must be updated.

6. Click Install to install the corresponding components. The components are installed. For information
on how to do so, see the following steps: If a component is up-to-date, the corresponding step is
omitted.

Step 2: Install the base components.

To install the base components, follow these steps.

1. The bootstrapper is launched. The Customer Interaction Express Base Components dialog opens.

If you install the base components without a bootstrapper, you must accept the license
agreement.

2. Click Next. The Ready to Install dialog opens.

3. Click Install. The Installing Base Components dialog opens. The installation takes about a minute.
The files are copied to c:\Program Files\Common Files\Base Components.

4. Click Finish to complete the installation.

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Step 3: Install the license client.

To install the license client, follow these steps.

1. The bootstrapper is launched. The Customer Interaction Express License Client dialog opens. If

you install the license client without a bootstrapper, you must accept the license agreement.

2. Click Next. The WebLM Parameter dialog opens.

3. Enter the following settings.

4. Optional: Additional Master License Server (only for two server mode)

5. Click Next. The Ready to Install the Program dialog opens.

6. Click Install. The installation takes about five seconds.

7. Click Finish. The installation is complete.

Settings Comments

License Server Enter the host name or TCP/IP number of the license server used

where the licenses for CIE are installed.

Port Indicates the port number of the Tomcat Web server running the local

license server (WebLM).
As a general rule, use the default setting port 8080.

Settings Comments

Master License Server You can configure a master license server (WebLM) if you have one.

Enter the host name or TCP/IP number of the master license server.

Port Indicates the port number of the Tomcat Web server running the

master license server.
As a general rule, use the default setting port 8080.

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Step 4: Install the CIE user interface.

1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface
dialog opens. If you install the CIE user interface component without a bootstrapper, you must accept
the license agreement.

2. Click Next. The Custom Setup dialog opens.

3. In general, you can use the default settings. The user interface component is installed in the default
settings. If you want to install the Report Scheduler you need to select it separately.

4. The destination folder [Install to] is shown. The Customer Interaction Express folder is used by
default. To select a different folder, select Change. Apply the default settings of the folder.

5. Click Next. The General settings dialog opens. You must enter the following information.

6. Click Next. The Ready to Install the Program dialog opens.

7. Click Install. The installation starts. The installation of programs and data takes about a minute. A
bar shows the progress. After the installation, the setup program looks for installed Excel
components. The Wizard Completed dialog opens.

8. Click Finish. The installation is complete.

Settings Comments

Host name of the CORBA
Naming Service

Specify the host name or TCP/IP number of the PC running the
Corba naming service. Do not use localhost as the host name.

Port As a general rule, use the default setting port 2809.

Host name of Trace
system server

Specify the host name or TCP/IP number of the PC running TTrace.

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Step 5: Install the update client.

To install the update client, follow these steps.

1. The bootstrapper is launched. The Customer Interaction Express Update Client dialog opens. If you
install the update client without a bootstrapper, you must accept the license agreement.

2. Click Next. The Destination Folder dialog opens. The Customer Interaction Express folder is
used by default. To select a different folder, select Change. Apply the default settings of the folder.

3. Click Next. The General settings dialog opens. You must enter the following information.

4. Click Next. The Ready to Install the Program dialog opens.

5. Click Install. The installation starts. The installation of programs and data takes a few seconds.

6. Click Finish. The installation is complete.

Settings Comments

Host name of Update
Server

Specify the host name or TCP/IP number of the PC running the
update server.

Port As a general rule, use the default setting port 8080.

94 User Manual CIE 1.0 System Administration

Step 6: Install the languages.

If you want to use additional languages for the CIE user interface, you must also install User Interface
Locales. Proceed as follows:

1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface

dialog opens.

2. Click Next. The Custom Setup dialog opens.

3. In general, you can use the default settings. In the default settings, all languages are installed. You
can install only the relevant languages, as needed. If you are using the Report Scheduler, you must
also install the languages for it.

4. You cannot change the folder [Install to]. The language files must be installed in the folder of the user
interface.

5. Click Next. The Ready to Install the Program dialog opens.

6. Click Install. The installation starts. The installation of programs and data takes about a minute. A
bar shows the progress. The Wizard Completed dialog opens.

7. Click Finish. The installation is complete. You can use the User Interface module in the installed
languages.

Step 7: Close the bootstrapper.

All components are installed with the bootstrapper.

1. The bootstrapper shows the Installed Packages dialog.
The installed components are indicated by a (green check mark) symbol.

2. Click Finish to complete the installation.

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Silent installation without update client

You can install the client components as a silent installation. Windows Installer is used for the installation.
To carry out a silent installation, you must run Windows Installer with the correct parameters.

Windows Installer

You can install the user interface as a silent installation.

Windows Installer (msiexec.exe) is usually located in the following folder.

DRIVE LETTER:\WINDOWS\system32

The following table contains a few options and examples. For more information on Windows Installer, see
the relevant documentation.

Application Call Example

Installs the package.

If you do not set any other
parameters, all windows and dialog
fields are displayed.

If you start the call with the same MSI
file, the installation is modified.

If you start the call with the same MSI
file, the installation is upgraded.

msiexec.exe /i <path to the
package and product>

msiexe.exe /i d:\setup.msi

Uninstalls the package. msiexec.exe /x <path to the

package and product>

msiexe.exe /x d:\setup.msi

Shows Windows Installer Help. The
possible parameters and options are
displayed.

msiexec.exe msiexe.exe

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Contact Center User Interface

You can use the following options and arguments for installing the Contact Center User Interface.

File: Contact Center User Interface.msi

Options

The table below lists the available options.

Arguments

The table below lists the available arguments.

Application Option Comment

Silent installation /qn Die installation runs entirely in the background.

Installation progress and
errors

/qb Only the installation progress and errors are

displayed. This option is used for nested setups in
the UI setup.

User interface /qf The entire user interface is installed.

Arguments Required Comments

SUITEFILESFOLDER Optional Shows the installation folder.

Example: "C:\Programs\Avaya\Customer
Interaction Express\"

The installation adds "Contact Center User
Interface" automatically. This means that the
user interface is installed in: "C:\Programs\
Avaya\Customer Interaction Express\Contact
Center User Interface"

A_NAMESERVICE_HOST Mandatory Specifies the host name or TCP/IP number of the

PC running the Corba naming service.

A_NAMESERVICE_PORT Optional Specifies the port of the Corba naming service.

Port 2809 is the default.

A_TTRACE_HOST Mandatory Specifies the host name or TCP/IP number of the

PC running TTrace.

A_TTRACE_PORT Optional Specifies the port for TTrace. Port 10300 is the

default.

ADDLOCAL Optional The Scheduler is not installed during the silent

installation of the user interface.
If you want to install the Scheduler at the same
time you need to use the following argument:
ADDLOCAL="Hidden, UserInterface, UI.DE,
UI.EN, StatisticScheduler, Sched.DE, Sched.EN"

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Applying settings

In a silent upgrade the settings from the existing version are used.

Example

msiexec.exe /i "Contact Center User Interface.msi" /qb SUITEFILESFOLDER_UI="C:\Programs\Avaya\
CIE silent\" A_NAMESERVICE_HOST="Host_Corba" A_TTRACE_HOST="Host_Trace"

Contact Center User Interface Locales

You do not need any arguments to install the Contact Center User Interface Locales embedded
application.

Note that you must install the user interface first.

Update Client

You can use the following arguments when installing the Update Client component.

File: update client.msi

Arguments

The table below lists the available arguments.

Example

msiexec.exe /i "T:\NestedSetups\Update Client.msi" /qb A_UPDATE_SERVER_HOST="Host_updater"
SUITEFILESFOLDER="c:\tmp\"

Arguments Required Comments

SUITEFILESFOLDER Optional Shows the installation folder.

Example: "C:\Programs\Avaya\Customer
Interaction Express\"
The installation adds "Contact Center User
Interface" automatically. This means that the
user interface is installed in: "C:\Programs\
Avaya\Customer Interaction Express\Contact
Center User Interface"

A_UPDATE_SERVER_HOST Mandatory Specifies the host name or TCP/IP number of the

update server.

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License Client.msi

You can use the following arguments when installing the License Client component.

File: license client.msi

Arguments

The table below lists the available arguments.

Example

msiexec.exe /i "[SourceDir]NestedSetups\License Client.msi" /qb ALLUSERS="1"
ADDLOCAL="Avaya_Licensing,SecondUrl" LICENSEMODEL="Avaya" WEBLM1_URL="http://
[WEBLM1_SERVER]:[WEBLM1_PORT]" WEBLM2_URL="http://
[WEBLM2_SERVER]:[WEBLM2_PORT]" WEBLM2_PORT="[WEBLM2_PORT]"

Arguments

Required

Comments

ALLUSERS Mandatory

If 1, the component is installed for all users on the
computer, instead of for the current user only.

You must use this argument as otherwise other
applications may not find the settings made by
Setup.

ADDLOCAL

Mandatory

If you specify WEBLM2_URL, you MUST also
use this argument.

LICENSEMODEL

Mandatory

The setup also supports
LICENSEMODEL=”Tenovis”. This is not
supported in the CIE environment.

WEBLM1_URL

Mandatory

Specifies the URL of the local license server as
needed for an HTTP address.
WEBLM1_SERVER can be a TCP/IP address or
PC name in the network. If WEBLM1_PORT for
the port, the default port 8080 (HTTP default) is
used.

WEBLM2_URL

Optional

Specifies the URL of the master license server.

WEBLM2_PORT

Optional

Specifies the port for the master license server.
The default port is 8080.

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Updating and uninstalling

You can update the client components as needed or uninstall these applications if you no longer need
them.

Refreshing views

To update a user interface version with a more recent version, use the bootstrapper. You need a data
medium (CIE or network) with the corresponding CIE UI software. The on-screen installation instructions
are in English.

1. If you are running the user interface, exit it.

2. For information on the process, see “Step 1: Launch the bootstrapper.” on page 90.

Changing the settings

To change the settings of a client, you must change the client via the Control Panel. Proceed as follows:

1. Click Start - Control Panel.

2. Double-click Software.

3. Select a component.

4. Click Change. The component installation appears. Follow the instructions. You can change the
settings.

Uninstalling components

To uninstall client components, follow these steps.

1. Click Start - Control Panel.

2. Double-click Software.

3. Select a component.

4. Select

Remove. You are prompted.

5. Click Yes. The user interface is uninstalled. Note that the uninstalling the application does not
uninstall the embedded applications. You must uninstall them separately.

6. Carry out steps 3 to 5 for all client components.

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Installing applications separately

In general, you install the following applications with the user interface installation and the bootstrapper.
You can install them separately, however.

• Base Components (see “Base components” on page 42

• Locales

• License Client

• Update client

• Scheduler

Localization [locales]

You can install languages separately as needed.

Language qualifier

The first three letters of a file indicate the language.

Installation

To install languages separately, follow these steps.

1. If you are running the user interface, exit it.

2. Select the folder with the installation files (CIE DVD or network).

3. Double-click Contact Center User Interface Locales.msi. The installation is initialized. This takes
about 3 seconds. The Customer Interaction Express Locales dialog opens.

4. Click Next. You can select the required languages.

5. Click Next. The Ready to Install the Program dialog opens.

6. Click Install. The installation starts.

7. Click Finish. The installation is complete.

Code Language

pt_ Portuguese

es_ Spanish

it_ Italian

fr_ French

en_ English

de_ German