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

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

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:

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.

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

Installing the server components

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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