Avaya Reporting for Contact Center User Manual
Reporting for Contact Center Setup and Operations
Guide
BCM
Contact Center
Document Number: NN40040-302
Document Status: Standard
Document Version: 05.01
Date: September 2006
Copyright © 2005–2006 Nortel Networks, All Rights Reserved
The information in this document is subject to change without notice. The statements,
configurations, technical data, and recommendations in this document are believed to be accurate
and reliable, but are presented without express or implied warranty. Users must take full
responsibility for their applications of any products specified in this document. The information
in this document is proprietary to Nortel Networks.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft
Corporation.
Java is a trademark of Sun Microsystems Incorporated.
All other trademarks and registered trademarks are the property of their respective owners.
Table of Contents 3
Table of Contents
List of Figures.............................................................................................................6
List of Tables...............................................................................................................9
How to Use this Guide..............................................................................................11
Introduction ....................................................................................................................................... 11
How this guide is organized.............................................................................................................. 11
How to get Help................................................................................................................................. 12
Getting Help from the Nortel Web site......................................................................................... 12
Getting Help over the phone from a Nortel Solutions Center...................................................... 12
Getting Help through a Nortel distributor or reseller.................................................................... 12
Introduction...............................................................................................................13
Web-Based User Interface................................................................................................................ 13
Language Support ............................................................................................................................ 13
Administrators and Users.................................................................................................................. 14
Assigned Skillsets............................................................................................................................. 14
SQL Historical Database................................................................................................................... 14
System Software............................................................................................................................... 14
PC Requirements.............................................................................................................................. 15
Recommended Minimum PC Specification for BCM 4.0 and BCM50 2.0...................................15
Operating System Compatibility............................................................................................ 16
Recommended Minimum PC Specification for BCM50 2.0 with CCRS Installed........................ 16
Operating System Compatibility............................................................................................ 17
Recommended Minimum PC Specification for BCM50 2.0 on a PC with only CCRS installed.. 17
Operating System Compatibility............................................................................................ 18
Installation.................................................................................................................19
Introduction ....................................................................................................................................... 19
Upgrading to Reporting for Contact Center...................................................................................... 19
Upgrading a Previous Version of Reporting for Contact Center....................................................... 19
Deleting Temporary Internet Files ............................................................................................... 20
Installation prerequisites................................................................................................................... 21
Installing the CCRS for BCM50 2.0............................................................................................. 21
Testing and changing the configuration of CCRS................................................................. 29
Reinstalling or updating the CCRS.............................................................................................. 29
Installing Microsoft Internet Information Services........................................................................ 29
Port Numbers used by Nortel Reporting for Contact Center................................................. 35
Installing Nortel Reporting for Contact Center software................................................................... 35
TCP/IP Protocol........................................................................................................................... 36
Checking Installation of the Windows Networking Component................................................... 36
Installing Nortel Reporting for Contact Center for a Business Communications Manager Installation
.............................................................................................................................................
Settings Required for Windows XP Service Pack 2 .................................................................... 45
Settings Required for Windows 2003 Server, IIS 6..................................................................... 48
Change 1: Enable Active Server Pages................................................................................ 48
Change 2: Allow IIS 6 to see the Path to the RCC Folder .................................................... 48
Change 3: Create a new Application pool and add RCC to it............................................... 51
Upgrading Reporting for Contact Center..................................................................................... 53
37
Reporting for Contact Center Setup and Operations Guide
4 Table of Contents
Administration...........................................................................................................55
Logging In..........................................................................................................................................55
Changing Default Password..............................................................................................................56
Contact Center Connection ..........................................................................................................58
Administration Menu..........................................................................................................................63
System Administration..................................................................................................................64
System Admin Settings..........................................................................................................65
User Admin.............................................................................................................................66
Skillset Assignment................................................................................................................73
Maintenance.................................................................................................................................76
System Status ........................................................................................................................77
Logging...................................................................................................................................78
Company Details ..........................................................................................................................81
Reporting ......................................................................................................................................82
Using Reporting for Contact Center........................................................................83
Logging On........................................................................................................................................83
Print Schedules..................................................................................................................................86
Daily Schedules............................................................................................................................87
Skillset List Selection Methods.....................................................................................................92
Adding Selections to the Favorites List ........................................................................................92
Saving your Daily Schedule..........................................................................................................94
Weekly Schedules........................................................................................................................98
Weekly Schedules Skillsets........................................................................................................102
Saving Your Weekly Schedule ...................................................................................................103
Monthly Schedules .....................................................................................................................107
Monthly Schedule Skillsets.........................................................................................................111
Saving your Monthly Schedule...................................................................................................113
Real Time.........................................................................................................................................117
Using the Real Time Options......................................................................................................117
Real Time Call Summary .....................................................................................................118
Real Time Agent Summary..................................................................................................121
Real Time Call Detail............................................................................................................122
Real Time Agent Detail ........................................................................................................124
Agent Alarms ...................................................................................................................................127
Wallboard Setup..............................................................................................................................131
Message Formats.......................................................................................................................132
Parameter Messages...........................................................................................................132
Scrolling Messages..............................................................................................................132
Summary Messages.............................................................................................................134
Using the Wallboard Options......................................................................................................134
Wallboard Assignment .........................................................................................................135
Messages.............................................................................................................................142
Alarms ..................................................................................................................................147
Schedules.............................................................................................................................153
Instant Messages .................................................................................................................158
Time Bins Setup ..............................................................................................................................161
Answer Time Bins.......................................................................................................................161
Abandon Time Bins ....................................................................................................................161
Reports .................................................................................................................... 165
Reports Introduction ........................................................................................................................165
General.......................................................................................................................................165
Reports Explained ...........................................................................................................................165
Using the Reports............................................................................................................................165
Selecting Skillsets.......................................................................................................................172
Selecting Agents.........................................................................................................................174
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Table of Contents 5
Selecting Activity Codes ............................................................................................................ 175
Get Latest Contact Center Data item......................................................................................... 176
Glossary ..................................................................................................................177
References ..............................................................................................................181
Index ........................................................................................................................182
Reporting for Contact Center Setup and Operations Guide
6 List of Figures
List of Figures
Figure 1: Internet Properties Dialog Box ........................................................................................................................20
Figure 2: Delete Files Dialog ..........................................................................................................................................21
Figure 3: BCM50 Welcome page....................................................................................................................................22
Figure 4: BCM50 Administrator Applications page.......................................................................................................23
Figure 5: BCM50 Contact Center Reporting Server page...............................................................................................23
Figure 6: CCRS Installation Welcome screen................................................................................................................. 24
Figure 7: CCRS Installation destination folder screen....................................................................................................24
Figure 8: Installing Contact Center Reporting Database screen......................................................................................25
Figure 9: MSDE installation message.............................................................................................................................25
Figure 10: Microsoft .NET Framework installation message..........................................................................................26
Figure 11: CCRS configuration tool launch message......................................................................................................26
Figure 12: Contact Center Reporting Server Config screen............................................................................................27
Figure 13: Test Complete with results and Success message box...................................................................................28
Figure 14: CCRS Setup Complete screen........................................................................................................................29
Figure 15: Add or Remove Programs..............................................................................................................................30
Figure 16: Windows Components Wizard......................................................................................................................31
Figure 17: Windows Components Wizard Installation ...................................................................................................32
Figure 18: Windows Components Wizard Installation Completed.................................................................................33
Figure 19: Internet Information Services test page..........................................................................................................34
Figure 20: Download the Reporting for Contact Center Software..................................................................................38
Figure 21: InstallShield Initialization Dialog..................................................................................................................39
Figure 22: Language Selection Dialog............................................................................................................................39
Figure 23: InstallShield Windows Installer Configuration Dialog Box..........................................................................40
Figure 24: InstallShield Wizard Start Dialog Box...........................................................................................................40
Figure 25: License Agreement Dialog Box.....................................................................................................................41
Figure 26: Choose Destination Location Dialog Box......................................................................................................41
Figure 27: Setup Status Dialog Box................................................................................................................................42
Figure 28: ODBC Driver Installation Dialog..................................................................................................................42
Figure 29: MySQL 3 Port Setter Dialog..........................................................................................................................43
Figure 30: MySQL 4 Port Setter Dialog..........................................................................................................................43
Figure 31: Database Installation Dialog..........................................................................................................................44
Figure 32: Java Installation Dialog..................................................................................................................................44
Figure 33: Installation Complete Dialog Box..................................................................................................................44
Figure 34: Windows Security Center Window................................................................................................................45
Figure 35: Windows Firewall Dialog Box ......................................................................................................................46
Figure 36: Advanced Settings Dialog Box......................................................................................................................47
Figure 37: Add a Port Dialog Box...................................................................................................................................47
Figure 38: IIS Main Window with Web Service Extensions Selected............................................................................48
Figure 39: IIS Manager with the RCC Folder Selected...................................................................................................49
Figure 40: RCC Properties Dialog Box...........................................................................................................................49
Figure 41: Application Configuration Dialog Box..........................................................................................................50
Figure 42: Options Tab....................................................................................................................................................50
Figure 43: Add New Application Pool Dialog Box.........................................................................................................51
Figure 44: Application Pool Identity Tab........................................................................................................................52
Figure 45: Selecting RCC................................................................................................................................................52
Figure 46: RCC Properties..............................................................................................................................................53
Figure 47: Login page .....................................................................................................................................................56
Figure 48: Change Password page..................................................................................................................................57
Figure 49: Contact Center Connection page....................................................................................................................58
Figure 50: Download Contact Center Data options.........................................................................................................60
Figure 51: Download Status Window .............................................................................................................................61
Figure 52: Administration Menu page ............................................................................................................................63
Figure 53: System Administration Menu page................................................................................................................64
Figure 54: System Administrator details page ................................................................................................................65
Figure 55: User Admin page...........................................................................................................................................67
Figure 56: Add User page ...............................................................................................................................................68
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List of Figures 7
Figure 57: Details for new User Mary Smith...................................................................................................................70
Figure 58: Edit User page................................................................................................................................................72
Figure 59: Skillset Assignment page...............................................................................................................................74
Figure 60: Assigned Skillsets page..................................................................................................................................75
Figure 61: Skillsets Assigned to User Mary Smith..........................................................................................................76
Figure 62: Maintenance Menu page................................................................................................................................77
Figure 63: System Status page.........................................................................................................................................78
Figure 64: Logging Menu page .......................................................................................................................................79
Figure 65: Logging Menu page with logging stopped.....................................................................................................80
Figure 66: Company Details page ................................................................................................................................... 81
Figure 67: Main Menu page ............................................................................................................................................82
Figure 68: Change Password page...................................................................................................................................84
Figure 69: User Main Menu page....................................................................................................................................85
Figure 70: Print Schedules page......................................................................................................................................87
Figure 71: Your Daily Schedules page............................................................................................................................88
Figure 72: Add Daily Schedule page...............................................................................................................................89
Figure 73: Add Daily Schedule page – example settings................................................................................................90
Figure 74: Daily Schedule - Skillsets page......................................................................................................................91
Figure 75: Save Favourites page......................................................................................................................................93
Figure 76: Your Daily Schedules with a Schedule in the List.........................................................................................95
Figure 77: Edit Daily Schedule page...............................................................................................................................97
Figure 78: Your Weekly Schedules page ........................................................................................................................98
Figure 79: Add Weekly Schedule page ...........................................................................................................................99
Figure 80: Calendar for September 2003.......................................................................................................................100
Figure 81: Add Weekly Schedule page – example schedule.........................................................................................101
Figure 82: Weekly Schedules - Skillsets .......................................................................................................................102
Figure 83: Your Weekly Schedules page with a Schedule in the list............................................................................104
Figure 84: Edit Weekly Schedule page..........................................................................................................................106
Figure 85: Your Monthly Schedules page.....................................................................................................................108
Figure 86: Add Monthly Schedule page........................................................................................................................109
Figure 87: Add Monthly Schedule page with a schedule example................................................................................110
Figure 88: Monthly Schedule - Skillsets page...............................................................................................................112
Figure 89: Your Monthly Schedules page with a Schedule in the list...........................................................................114
Figure 90: Edit Monthly Schedule page........................................................................................................................115
Figure 91: Real Time page ............................................................................................................................................117
Figure 92: Real Time Call Summary Real Time Screens..............................................................................................118
Figure 93: Real Time Agent Summary Real Time Screen............................................................................................121
Figure 94: Real Time Call Detail Screen.......................................................................................................................122
Figure 95: Agent Detail Real Time................................................................................................................................124
Figure 96: Agent Alarms Menu page ............................................................................................................................127
Figure 97: Agent Alarms Setup page.............................................................................................................................129
Figure 98: Agent Alarms Values page...........................................................................................................................130
Figure 99: Wallboard Menu page..................................................................................................................................135
Figure 100: Wallboard Assignment page......................................................................................................................136
Figure 101: Add Wallboard page...................................................................................................................................137
Figure 102: Wallboard Setup page with wallboard listed..............................................................................................139
Figure 103: Edit Wallboard page...................................................................................................................................140
Figure 104: Edit Parameters page..................................................................................................................................141
Figure 105: Assigned Messages page............................................................................................................................143
Figure 106: Add Message page .....................................................................................................................................144
Figure 107: Add Message page – example text.............................................................................................................145
Figure 108: Assigned Messages List – Example Messages...........................................................................................146
Figure 109: Assigned Alarms page................................................................................................................................147
Figure 110: Add Alarm page.........................................................................................................................................148
Figure 111: Example Settings for a Multi Alarm Period Ala rm....................................................................................151
Figure 112: Assigned Alarms page with an Alarm configured......................................................................................153
Figure 113: Assigned Schedules page...........................................................................................................................154
Figure 114: Add Schedule page..................................................................................................................................... 155
Figure 115: Assigned Schedules page with Schedule added.........................................................................................156
Figure 116: Edit Schedule page.....................................................................................................................................157
Reporting for Contact Center Setup and Operations Guide
8 List of Figures
Figure 117: Instant Messages page................................................................................................................................158
Figure 118: Composing an Instant Message..................................................................................................................159
Figure 119: Time Bin Setup Skillset selection page......................................................................................................162
Figure 120: Time Bins page..........................................................................................................................................163
Figure 121: Reports menu page.....................................................................................................................................166
Figure 122: Selecting a Date Range..............................................................................................................................168
Figure 123: Print Status page ........................................................................................................................................ 170
Figure 124: Cancel Print page.......................................................................................................................................171
Figure 125: Opening Report(s) window........................................................................................................................172
Figure 126: Select Skillsets page...................................................................................................................................173
Figure 127: Select Agents page.....................................................................................................................................174
Figure 128: Select Activity Codes page........................................................................................................................175
Figure 129: Get Latest Contact Center Data .................................................................................................................176
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List of Tables 9
List of Tables
Table 1: Administrator and User Permissions......................................................................................................69
Reporting for Contact Center Setup and Operations Guide
10 List of Tables
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11
How to Use this Guide
1
Introduction
This guide is designed to allow an Administrator or User to set up and operate Nortel
Reporting for Contact Center.
How this guide is organized
The Reporting for Contact Center Setup and Operations Guide is organized as follows:
How to Use this Document Provides a brief overview identifying the organization
of this guide. This also details how to get help from
Nortel.
Introduction Provides an overview of the conceptual organization of
the Nortel Reporting for Contact Center product.
Installation Describes the minimum specification for the Personal
Computer (PC) required that hosts the Nortel
Reporting for Contact Center software. It also
describes how to install Nortel Reporting for Contact
Center and the Contact Center Reporting Server for
BCM50 2.0.
Administration Describes the required administration duties and
configuration to ensure that Nortel Reporting for
Contact Center operates correctly.
Using Reporting for Describes the use and configuration of
Contact Center Nortel Reporting for Contact Center from a user’s
perspective.
Reports Describes the reports that are available within Nortel
Reporting for Contact Center.
Glossary Describes the terms used in this guide.
References Lists documents referenced in this guide.
Index Provides a cross-reference of topics in this guide.
Reporting for Contact Center Setup and Operations Guide
How to Use this Guide
12
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best source of support for Nortel products is the Nortel Support Web site:
http://www.nortel.com/support
This site enables customers to:
• Download software and related tools
• Download technical documents, release notes, and product bulletins
• Sign up for automatic notification of new software and documentation
• Search the Support Web site and Nortel Knowledge Base
• Open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you have a Nortel support contract and cannot find the information you require on the
Nortel Support Web site, you can get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site and look up the phone number that
applies to your region:
http://www.nortel.com/callus
When you speak to the phone agent, you can reference an Express Routing Code (ERC) to
route your call more quickly to the appropriate support specialist. To locate the ERC for your
product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, you can contact the technical support staff for that distributor or reseller.
NN40040-302
13
Introduction
Nortel Reporting for Contact Center is a browser-based Real Time information and Historical
Reporting tool for the Nortel Contact Center.
Nortel Reporting for Contact Center provides:
Real Time windows showing current Contact Center activity for calls and for agents
Real Time information through hardware and software IP-enabled wallboards
A comprehensive Historical Reporting package
In this document, the phrase the Contact Center platform is used to refer to
either the Business Communications Manager or the CallPilot hardware, and
the phrase the Contact Center is used to refer to the Contact Center
application running on that platform. The platforms are referenced
!
specifically by name in areas of this document such as those that describe
the information concerning the configuration of the Contact Center
Connection page (page 58).
2
Web-Based User Interface
All the administrative and user interactions with Nortel Reporting for Contact Center are
conducted through a series of Web pages that are accessed through Internet Explorer browser
sessions.
The Web pages are hosted on a designated PC, referred to as the Web Host PC, on which the
Nortel Reporting for Contact Center software is installed. The Web Host PC communicates
directly with the Contact Center to retrieve Real Time updates (for the Real Time screens and
wallboards) and Historical information (for the reports).
Other PCs that have network access to the Web Host PC can access these Web pages.
Multiple users can, therefore, use Nortel Reporting for Contact Center without having any
software other than Internet Explorer installed on their PCs. (The Java runtime environment,
if required, and the Crystal Reports ActiveX report viewer are automatically downloaded to
the client the first time they are required.)
Language Support
Each Administrator or User of Nortel Reporting for Contact Center can specify to view their
Web user interface pages in one of the following 13 languages: North American English,
United Kingdom English, Canadian French, Latin American Spanish, Brazilian Portuguese,
Spanish, Dutch, French, German, Italian, Norwegian, Danish, and Swedish.
Each Administrator or User can also view individual wallboards in any of these languages.
NN40040-302
Introduction
14
Administrators and Users
The two types of Nortel Reporting for Contact Center users are Administrators and Users.
In addition to having access to all the features of Nortel Reporting for Contact Center,
Administrators can specify and change fundamental configuration settings within Nortel
Reporting for Contact Center.
For security purposes and to maintain system stability, only Users with Administrator
capabilities can change the fundamental configuration settings. User interactions with Nortel
Reporting for Contact Center are limited to using the features that it provides.
While Users cannot modify the core setup of Nortel Reporting for Contact Center, they can
specify and change some personal preferences. Users can also configure any aspects of Nortel
Reporting for Contact Center that affect only themselves.
Administrators and Users view different menus when they log in.
Assigned Skillsets
Administrators create Users by providing details, such as User Name and language, to Nortel
Reporting for Contact Center. The Administrator must then assign Skillsets to Users.
The process of assigning Skillsets defines the Skillsets that each User can view in the Real
Time screens and for which the User can request Historical Reports. Skillsets can be assigned
to more than one User.
Users can choose to view the Real Time screens or Historical Reports for any of the Skillsets
assigned to them, any combination of the allocated Skillsets, or all the assigned Skillsets.
Users, including the Administrator, can save frequently used Selections of Skillsets as
Favorites and assign names to the Favorites. The User can then, with a single mouse click,
quickly locate a Skillset selection. Favorites are unique to each User. Users can create,
modify, or delete their Favorites without affecting the Favorites of other Users.
SQL Historical Database
Historical Report information is stored in a standard MySQL database. If Users have
reporting requirements that are not available through Nortel Reporting for Contact Center,
they can analyze the data using third-party reporting packages.
System Software
The software that sends data to Nortel Reporting for Contact Center is integral to the Nortel
Contact Center.
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Introduction 15
Nortel Reporting for Contact Center software on the Web Host PC communicates directly
with the Contact Center to request Contact Center Historical Report statistical data and Real
Time data.
Users on other PCs can access the Real Time and Historical Report data by pointing their
Internet browsers to the Nortel Reporting for Contact Center Web pages on the Web Host PC.
Only the Web Host PC needs to communicate with the Contact Center.
One PC on your network should be designated as the Web Host PC. Install the
Nortel Reporting for Contact Center application software onto the designated
PC only.
Ensure that the PC with CCRS installed for BCM50 2.0 is switched on at all
times when the Contact Center is running so that all statistics are collected. If it
is not switched on this will result in a loss of call data.
!
All other network PCs from which Users access the Real Time screens,
Historical Reports, or the Nortel Reporting for Contact Center user interface
must be equipped with Internet Explorer. No other software is required on these
PCs.
PC Requirements
The minimum recommended requirements for the PC designated as the Nortel Reporting for
Contact Center Web Host PC for BCM 4.0 and for BCM50 2.0 without the Contact Center
Reporting Server (CCRS) installed on the Web Host PC are as follows:
Recommended Minimum PC Specification for BCM 4.0 and BCM50 2.0
IBM™ Compatible PC
Microprocessor
®
Intel
PentiumTM IV (or equivalent) minimum
Microprocessor Speed
1.7 GHz minimum
Memory
512 MB minimum
Network Interface Card
TCP/IP protocol
SVGA display
Mouse (or other Windows®-compatible pointing device)
Microsoft Internet Explorer version 5 or higher
Operating System
Microsoft Windows NT 4 Service Pack 6a
Microsoft Windows 2000 SP2
Microsoft Windows XP Professional
Reporting for Contact Center Setup and Operations Guide
Introduction
16
Microsoft Windows Server 2003 Standard Edition
Web Server
Nortel Reporting for Contact Center has been verified with Microsoft Internet Information
Services 4, 5, and 6.
Nortel Reporting for Contact Center is supported on a single PC only and is not intended to
run on Cluster Servers like those supported by Windows 2003 Enterprise.
Hard Disk Space Required
For installation of application on Web Server: 109 MB
Storage space required for Historical Data: 4 GB minimum
Note that the database will grow through time and, if the diagnostic logging option is turned
on, the log files will require extra disk space.
Operating System Compatibility
Nortel Reporting for Contact Center is verified for correct operation on the following
operating systems:
Operating System Version
Windows NT 4.00.1381
Windows 2000 5.00.2195
Windows XP Professional Version 2002
Windows Server 2003 Standard Edition
The minimum recommended requirements for the PC designated as the Nortel Reporting for
Contact Center Web Host PC for BCM50 2.0 with the CCRS installed on the Web Host PC
are as follows:
Recommended Minimum PC Specification for BCM50 2.0 with CCRS Installed
IBM™ Compatible PC
Microprocessor
Intel® PentiumTM IV (or equivalent) minimum
Microprocessor Speed
2.0 GHz minimum
Memory
512 MB minimum
Network Interface Card
TCP/IP protocol
SVGA display
Mouse (or other Windows®-compatible pointing device)
Microsoft Internet Explorer version 5 or higher
Operating System
NN40040-302
Introduction 17
Microsoft Windows 2000 Professional SP4
Microsoft Windows XP Professional SP2
Web Server
Nortel Reporting for Contact Center has been verified with Microsoft Internet Information
Services 4, 5, and 6.
Nortel Reporting for Contact Center is supported on a single PC only and is not intended to
run on Cluster Servers like those supported by Windows 2003 Enterprise.
Hard Disk Space Required
For the CCRS application on Web Server: 1 GB minimum
For installation of application on Web Server: 109 MB
Storage space required for Historical Data: 4 GB minimum
Note that the database will grow through time and, if the diagnostic logging option is turned
on, the log files will require extra disk space.
Operating System Compatibility
Nortel Reporting for Contact Center is verified for correct operation on the following
operating systems:
Operating System Version
Windows 2000 Professional
Windows XP Professional 2002
The minimum recommended requirements for a PC that is not the Web Host PC for BCM50
2.0 with the CCRS installed are as follows:
Recommended Minimum PC Specification for BCM50 2.0 on a PC with only CCRS installed
IBM™ Compatible PC
Microprocessor
®
PentiumTM IV (or equivalent) minimum
Intel
Microprocessor Speed
1.5 GHz minimum
Memory
256 MB minimum
Network Interface Card
TCP/IP protocol
SVGA display
Mouse (or other Windows®-compatible pointing device)
Microsoft Internet Explorer version 5 or higher
Reporting for Contact Center Setup and Operations Guide
Introduction
18
Operating System
Microsoft Windows 2000 Professional SP4
Microsoft Windows XP Professional SP2
Web Server
Nortel Reporting for Contact Center has been verified with Microsoft Internet Information
Services 4, 5, and 6.
Nortel Reporting for Contact Center is supported on a single PC only and is not intended to
run on Cluster Servers like those supported by Windows 2003 Enterprise.
Hard Disk Space Required
For the CCRS application: 1 GB minimum
Operating System Compatibility
Nortel Reporting for Contact Center is verified for correct operation on the following
operating systems:
Operating System Version
Windows 2000 Professional
Windows XP Professional 2002
NN40040-302
19
Installation
3
Introduction
This chapter describes the installation prerequisites and the procedure for installing the Nortel
Reporting for Contact Center software on the Windows Personal Computer that is designated
as the Web Host PC. The Web Host PC communicates with the Nortel Contact Center. The
Web Host PC also stores the Contact Center statistical database and the Nortel Reporting for
Contact Center user interface, which is configured as a web site.
Users of other network PCs can use Internet Explorer to access the Nortel Reporting for
Contact Center web site on the Web Host PC. From the web site, Users can access the
software features and can obtain Real Time displays and Reports.
Upgrading to Reporting for Contact Center
This section describes the installation of Nortel Reporting for Contact Center from Nortel
Networks Call Center Reporting on a Web Host PC.
If you are upgrading from Call Center Reporting 2.5, 3.0, or 3.5, refer to the Upgrading from
Call Center Reporting to Reporting for Contact Center document.
If you are upgrading from a previous version of Nortel Reporting for Contact Center to a later
version of Nortel Reporting for Contact Center, refer to the following section, Upgrading a
Previous Version of Reporting for Contact Center.
Upgrading a Previous Version of Reporting for Contact Center
Follow these steps to perform an upgrade of a previous installation of Nortel Reporting for
Contact Center.
1. On the Windows taskbar, select Start > Settings and then click Control Panel. The
Control Panel window appears
2. Double-click the Add or Remove Programs icon.
3. From the list of programs select Reporting for Contact Center.
4. Click the Change/Remove button to start InstallShield Wizard.
5. The InstallShield Wizard window will open up. Select the Remove option and click the
Next button.
6. Follow the on-screen instructions of InstallShield Wizard to complete the un-
installation.
7. To install the latest version of Nortel Reporting for Contact Center, double-click on the
Reporting for Contact Center .exe file.
8. InstallShield Wizard will open up. Follow the on-screen instructions to be guided
through the installation process.
NN40040-302
Installation
20
Note: You DO NOT need to uninstall MySQL Servers and Clients 4.1.14 or the Java 2
Runtime Environment SE v.1.5.0.
If required, the Nortel Reporting for Contact Center databases are modified during the
installation. There is no loss of statistical data, but new data, tables, columns, and/or indexes
may be added to them.
Deleting Temporary Internet Files
To prevent Internet Explorer from caching old versions of the Nortel Reporting for Contact
Center web pages, delete the temporary Internet files on your computer. Follow these steps to
delete temporary Internet files.
1. Click Start, then right-click the Internet Explorer icon, and select Internet
Properties. See Figure 1: Internet Properties Dialog Box.
Figure 1: Internet Properties Dialog Box
Note: If you do not see the dialog box shown in Figure 1, you have clicked a shortcut to
Internet Explorer. You must click the Internet Explorer icon in the Start menu.
2. When you see the window shown in Figure 1, click Delete Files. The Delete Files
dialog shown in Figure 2: Delete Files Dialog appears.
NN40040-302
Installation 21
Figure 2: Delete Files Dialog
3. Select Delete all offline content, and then click OK.
4. Click OK to close the Internet Properties window.
Proceed with the installation of Nortel Reporting for Contact Center, as described in
Installation prerequisites.
It may also be necessary to clear your Java Cache when upgrading RCC. This is not strictly
necessary but should any problems be seen after the upgrade consult the Reporting for
Contact Center Troubleshooting and Maintenance Guide (NN40020-402).
Installation prerequisites
Before you install Nortel Reporting for Contact Center software, you must:
Be familiar with the Contact Center and the WindowsTM operating system used by
your Web Host PC.
Ensure that the Contact Center is installed and configured.
Ensure that the Contact Center platform is connected to, and is operational on, the
network to which the Nortel Reporting for Contact Center Web Host PC is connected.
Ensure that the full suite of Microsoft Internet Information Services is installed and
operational on the Web Host PC, and that the Default Web Site is enabled. To install
Microsoft Internet Information Services, refer to
Information Services.
For the BCM50 2.0 platform, ensure that CCRS is downloaded from the Contact
Center and installed and configured onto the Web Host PC, or any other PC on the
network to which Nortel Reporting for Contact Center Web Host PC is connected to.
To install CCRS, see
Installing the CCRS for BCM50 2.0, on page 21.
Installing the CCRS for BCM50 2.0
If the Contact Center platform is a BCM50 2.0 system the User must install the CCRS
separately onto a PC. CCRS should be installed before installing Reporting for Contact
Center.
Installing Microsoft Internet
Check the following points prior to installing CCRS:
• If you run the CCRS and the RCC reporting client on the same PC, ensure that you
configure them to use different ports. By default, RCC uses port 80 and the CCRS
uses port 8088.
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• Ensure you do not have a firewall blocking the following ports used for the CCRS:
o Port 8088 – HTTP listening port
o Port 2222 - Control port
o Port 2223 - Real Time port
o Port 2224 - Historical port
Perform the following steps to install the CCRS:
1. Exit any Windows programs that are running.
2. Start a browser session, and connect to the BCM50 Web page.
The BCM50 Login dialog box appears.
3. Enter your username and password, and click OK.
The Welcome to the BCM50 page appears, see Figure 3: BCM50 Welcome page.
Figure 3: BCM50 Welcome page
4. Click the Administrator Applications link.
The Administrator Applications page appears, see
Applications page.
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Figure 4: BCM50 Administrator
Figure 4: BCM50 Administrator Applications page
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5. Click the Contact Center Reporting Server link.
The Contact Center Reporting Server download page appears, see Figure 5: BCM50
Contact Center Reporting Server page.
Figure 5: BCM50 Contact Center Reporting Server page
6. Click the Download Contact Center Reporting Server link.
A File Download dialog box appears.
7. Click Save, and save the application to the location from which you want to install it.
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8. After the application downloads, double-click the application to launch the installation.
The Welcome screen appears as shown in Figure 6: CCRS Installation Welcome screen.
Figure 6: CCRS Installation Welcome screen
9. Click Next.
The License Agreement appears.
10. Click Yes to accept the license agreement.
The folder selection screen appears, see Figure 7: CCRS Installation destination folder
screen. Nortel recommends you install the CCRS in the default folder.
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Figure 7: CCRS Installation destination folder screen
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11. Click Next.
The Installing Contact Center Reporting Database screen appears to select the database
folder destination. See Figure 8: Installing Contact Center Reporting Database screen.
Figure 8: Installing Contact Center Reporting Database screen
Nortel recommends you install the database in the default folder shown.
12. Click Next to install the database.
If you do not have the Microsoft SQL Desktop Engine (MSDE) installed on your
computer, a message appears informing the user that MSDE will be installed. See Figure
9: MSDE installation message.
Figure 9: MSDE installation message
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13. If you have MSDE installed, go to step 14.
or
If you do not have MSDE installed, click OK to install MSDE.
Once MSDE is installed, a message will appear informing the user to restart their PC for
the MSDE configuration changes to take effect.
14. If you do not have Microsoft .NET Framework installed, a message appears informing
the user that Microsoft .NET Framework will be installed. See
Figure 10: Microsoft
.NET Framework installation message. Follow the information on the next six screens to
install it.
or
If you have Microsoft .NET Framework, go to step 15.
Figure 10: Microsoft .NET Framework installation message
15. A message appears that says the Contact Center Reporting Server configuration tool will
now launch, see
Figure 11: CCRS configuration tool launch message. Click OK.
Figure 11: CCRS configuration tool launch message
The Contact Center Reporting Server Config screen appears. See Figure 12: Contact Center
Reporting Server Config screen.
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Figure 12: Contact Center Reporting Server Config screen
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16. On the Contact Center Reporting Server Config screen:
a. In the Contact Center Address box, your local host address automatically appears.
Change the Contact Center Address to the IP address or the Fully Qualified Domain
Name (FQDN) of your BCM50 2.0 system.
b. The HTTP Listen Port default value is 8088. The Control Port default value is 2222.
Nortel recommends you do not change the Listen Port value. The Control Port value
cannot be modified. Nortel recommends you do not change the values for the RealTime or Historical Ports.
c. If you want to test your configuration settings, click Test Config.
The Test Complete dialog box appears to show the test results. When the tests are
complete, a Success message box appears. See Figure 13: Test Complete with results
and Success message box.
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Figure 13: Test Complete with results and Success message box
d. In the Success message box, click OK.
e. In the Test Complete dialog box, click Close.
f. On the Contact Center Reporting Server Config screen, click OK to save your
settings.
The Setup Complete screen appears.
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Figure 14: CCRS Setup Complete screen
17. Click Finish.
Testing and changing the configuration of CCRS
Once the installation of CCRS is complete, the port settings of the CCRS can be changed or
tested using the Contact Center Reporting Server Configuration Utility. Ensure that the
Contact Center Reporting Server service is stopped. This is done automatically during
installations and upgrades.
To launch the configuration utility perform the following steps:
1. Click on the Start menu then click All Programs > Nortel > Contact Center
Reporting Server Config.
The Contact Center Reporting Server Config screen will open. See
Figure 12: Contact
Center Reporting Server Config screen.
2. Amend the configuration of CCRS as necessary.
3. To test the new or old configuration of CCRS, click on Test Config.
4. Click OK to save your settings and close the Contact Center Reporting Server Config
screen.
Reinstalling or updating the CCRS
To reinstall or update the CCRS, you are not required to uninstall your current CCRS. You
can run the install package of the new CCRS and the install script will read your
configuration files and prompt you to keep the existing database.
Installing Microsoft Internet Information Services
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You can install Microsoft Internet Information Services through the Add or Remove
Programs dialog box, using the Add/Remove Windows Components icon. See Figure 15:
Add or Remove Programs.
Figure 15: Add or Remove Programs
Follow these steps to install Microsoft Internet Information Services.
1. On the Windows taskbar, select Start > Settings and then click Control Panel. The
Control Panel window appears
2. Double-click the Add or Remove Programs icon. The Add or Remove Programs
dialog box appears.
3. Click Add/Remove Windows Components. The Windows Components Wizard
appears, as shown in Figure 16: Windows Components Wizard.
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