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CALL CENTRE SUPERVISOR
Installation Manual
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Ericsson EN/LZT BS 102 063/S R2C, CALL CENTRE SUPERVISOR Installation Manual

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Installation Guide
CALL CENTRE SUPERVISOR
Standard Edition
Call Centre Management
EN/LZT BS 102 063/S R2C
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BUSINESSPHONE CALL CENTRE SUPERVISOR - STANDARD
INSTALLATION GUIDE EN/LZTBS 102 063/S R2C
Copyright ©
2000. Ericsson Austria AG. All rights reserved.
This document contains proprietary information which is protected by copyright. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photo­copying, recording, or by any information storage and retrieval system, or translated into another language, without prior written consent of Ericsson Austria AG.
NOTICE
The information in this document is subject to change without notice.
ERICSSON MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABIL­ITY AND FITNESS FOR A PARTICULAR PURPOSE. Ericsson shall not be liable for errors con­tained herein nor for incidental or consequential damages in connection with the furnishing, performance or use of this material.
■ Microsoft and Microsoft Logos are registered trademarks of Microsoft Corporation.
■ Windows is a registered trademark of Microsoft Corporation.
■ Acrobat and Acrobat Reader are registered trademarks of Adobe Systems Inc., USA.
All other brand names or product names may be trademarks or registered trademarks of their respective own­ers and are used here for editorial purposes, with no intention to infringe.
Ericsson Austria AG Pottendorfer Strasse 25 - 27 A-1121 Vienna, Austria Telephone: +43-1-81 100-5450 Telefax: +43-1-81 100-5437
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BusinessPhone Call Centre Supervisor is a Windows based application that enables you to efficiently manage and monitor the BusinessPhone Call Centre functions
This package supports the following features:
■ Real Time Views of call handling
performance
■ Historical Reports with flexible and
automated report generation
■ Basic Man Power Planning Module
■ External Information Display Units
supporting multi-line/multi colour on line messaging
■ Reports
■ Flexible and efficient management
The BusinessPhone Call Centre Supervisor Standard version 2 continuously receives real time call event data from the exchange and monitors, displays and records the activities of the BusinessPhone ACD facility. Data is processed and used to provide a real time display of ACD and Agent resources with up-to-date statistics.
All important Call Centre Supervisor functions are User based and thus provide an interface to the user that can be individually set up and controlled to match just the precise needs of the current user.
In addition to real time information statistical data is archived at regular intervals, to allow the generation of statistical reports.
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What’s new in Release 2.4............................................................................................. 9
Combined Installation Setup.............................................................................................. 9
Supporting Windows 95, 98 for all versions............................... ............................. ........... 9
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Exchange
Requirements............................................................................................................... 13
Computer
Requirements............................................................................................................... 13
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Serial Ports................................................................................................................... 16
Exchange to
PC Connection......................................... .... ..... ..... ..................................... ..... .... ..... ... 16
Adaptation Unit.................................................. ..... .... ..... ..................................... ..... ... 16
System Printer.............................................................................................................. 16
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Borland Database Engine (DBE)............. .... ...................................... .... ..... ..... ............ 17
BusinessPhone Call Centre Supervisor....................................................................... 20
Upgrade Database from CCS V1.x to CCS V2.x............................................................. 24
Restart the System .......................................................................................................... 26
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Database Configuration............................................................................................... 28
Setting Aliases............................................................................................................. 29
Paradox Driver............................................................................................................. 31
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Start Up Group............................................................................................................. 32
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Initial Checks................................................................................................................ 34
Start Up................................................... ..... .... ..... ..................................... ..... ..... .... ... . 34
Minimum Configuration ................................................................................................ 34
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Installing Language Files.............................................................................................. 35
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Display Unit Connection............................................................................................... 37
Broadcast Function............................ ...................................... .... ..... ..... ...................... 37
Display Unit Drivers...................................................................................................... 38
Standard Information Display Units.............................................................................. 38
Other Display Units...................................................................................................... 38
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Serial Connection......................................................................................................... 40
Connecting Multiple Units............................................................................................. 42
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Management Functions................................................................................................ 44
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Display Unit Name........................................................................................................ 45
Display Unit Type......................................................................................................... 46
Comm Device ............................................................................................................... 46
Baud Rate .................................................................................................................... 47
Address........................................................................................................................ 47
Changing Connection Parameters............................................................................... 47
Testing Connections..................................................................................................... 48
Deleting a Connection.................................................................................................. 48
DL20 Single Colour Information Display...................................................................... 49
DL20 Multicolour Information Display........................................................................... 50
DB320 Single Colour Information Display.................................................................... 51
DB320 Multicolour Information Display........................................................................ 52
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VxD (Virtual Device Driver) Settings............................................................................ 53
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Default Printer and Reports.......................................................................................... 54
Display Units................................................................................................................ 54
Missing ACD Queues or Agent Groups ....................................................................... 55
Database Problems...................................................................................................... 55
No Data in Reports....................................................................................................... 56
Wrong Scheduled Actions............................................................................................ 56
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Connection between PC and Exchange ...................................................................... 57
Connection between PC and Display Unit................................................................... 58
Settings In BusinessPhone Exchange for Call Centre Supervisor............................... 59
Cable Connection Between the BusinessPhone Exchange and PC............................ 59
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The CCS runs on a PC which receives data from the BusinessPhone 150 or Busi­nessPhone 250/50 exchange via an RS232 interface (V.24). The system software is installed by transferring the system files from the software release set onto the PC hard disk. The installer must then carry out some basic configuration to leave the system in a working condition for the user. Any future changes to the initial configuration may be carried out by the user following the detailed instructions given in the User’s Guide.
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Combined Installation Setup
In the past there were two different versions existing:
CCS V1.x BusinessPhone 150 (Windows for Workgroups 3.11)
CCS V2.x BusinessPhone 50/250 (Windows 95)
Now CCS 2.4 includes both, an updated version of CCS 1.6 and an updated ver­sion of CCS 2.3. In addition CCS 2.4 supports BusinessPhone 150 as well as Busi­nessPhone 50/250 (up to V4.0). The installation script includes the following options:
(a) BusinessPhone 150 or BusinessPhone 50/250 (up to V2.0)
(b) BusinessPhone 50/250 from V2.1 onwards
By default option (b) will be installed.
Supporting Windows 95, 98 for all versions
Both CCS Releases (CCS Version 1.x and CCS Version 2.x) are running now on
• Windows for Workgroups 3.11
• Windows 95 and
• Windows 98.
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You will find a great variety of information on the CD-ROM which consists not only of CCS software and CCS documentation:
Install Acrobat Reader
Acrobat Reader is the display software from Adobe to view all documentation which is stored in the Acrobat PDF format. The display software is installed on the CD-ROM, therefore it is not necessary to install the display software. But it
is recommended to install the software on your computer’s hard-disk in case of update information or other Ericsson-specific information stored in this format.
Install CCS (software)
This part on the CD-ROM will be explained in this Installation Guide step-by-step.
CCS Documentation
The CCS Documentation is divided into several parts, each part consisting of a print version and a screen version.
Both, the print and the screen version, have the same approved content, but with specifically designed layout depending on whether the documentation is used to make paper print-outs or only to view the documentation on screen. Therefore you are prompted to choose between these two possibilities.
All documentation is stored in the Acrobat PDF (Portable Printer File) format on the CD-ROM. The tool for displaying PDF files (Acrobat Reader plus Search ­freeware) is provided on the CD-ROM.
The following parts are available on the Call Centre CD-ROM:
*.... The installation script for CCS 2.4 offers the option to select between two
different installation types. For detailed information please refer to “Exchange Requirements” on page 13.
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• CCS Standard Software (English | Spanish | Svedish)
• CCS Standard Software (English | German | Spanish)
• User’s Guide (English) Print and Screen version
• User’s Guide (English | German | Spanish) Print and Screen version
• Installation Guide (English)
• Installation Guide (English)
Print and Screen version (option 1 and 2 combined)
• Quick Reference Guide (English)
• Quick Reference Guide (English)
printed on paper and as screen version (option 1 and 2 combined)
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Installation of CCS Documenation
If you want to provide each CCS user with the documentation you have the option to install the complete range of documentation files onto a local hard-disk or a network drive.
To install the CCS Documentation use the installation setup for Documentation located on the CD-ROM. You can either install it manually or by using the CCS Intro.
manually: ..\Docu\Install\readme_en.txtEnglish
..\Docu\Install\readme_de.txtGerman ..\Docu\Install\readme_es.txtSpanish ..\Docu\Install\setup.exe
CCS Intro: Start CCS Intro Sequence
read the Installation notes
Click on “customer documentation” | “install customer documentation” and follow the instructions
By using the CCS Documentation Setup for installing the display software (Ac­robat Reader) you will have a big advantage:
The setup will install a plug-in for the Acrobat Reader. The plug-in creates a “start-button” in the toolbar of the Acrobat Reader. With this button it is possi­ble to return alway to the start page of the documentation by clicking on the but­ton.
Additionally the setup creates a new entry in the program group for quick and easy starting of the documentation directly from your PC - anytime you want:
Dimensioning Tool for ACD
This program has been designed to produce lists of dimensioning values and serv­ice level characteristics from parameters that define call characteristics of an ACD system (Automatic Call Distribution - Call Centre). The lists show the basic val­ues, the balance between Service Level and Effectiveness, and Service Level char­acteristics that are a necessary input for Call Centre dimensioning.
The program covers the following three areas of BusinessPhone ACD dimension­ing:
• Dimensioning based on business calls
• Dimensioning based on available agents
• Dimensioning of BusinessPhone It is possible to directly start the Dimensioning Tool from the CD-ROM or to
install it on any desired PC.
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Standard PC Specification for Using Documentation on CD-ROM
• 100% IBM compatible PC
• CPU 486 DX2 66 MHz processor
• 8 MB RAM (16 MB recommended)
• Bus mouse
• SVGA video card, non interlaced with at least 1 MB of memory
• Colour monitor with 800 * 600 or higher resolution and True colours
• 1 CD-ROM drive
• Sound card (recommended)
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CCS 2.4 supports BusinessPhone 150 as well as BusinessPhone 50/250 (up to V4.0). The installation script now includes the options:
(a) BusinessPhone 150 or BusinessPhone 50/250 (up to V2.0) (b) BusinessPhone 50/250 from V2.1 onwards
By default option (b) will be installed.
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Standard PC Specification
• 100% IBM compatible PC
• Pentium 133 MHz processor
• 16 MB RAM (minimum)
• Bus mouse
• 1 internal 3.5” diskette drive
• 1 internal 800 MB hard disk drive, ( SCSI or IDE )
• 1 standard serial port for connection to exchange
• 1 parallel port for the adaptation unit and system printer
• SVGA video card, non interlaced with 1 MB of memory
• Colour monitor with 800 * 600 or higher resolution and 16 colours
• 1 inkjet or laser printer
• 1 CD-ROM drive
Note: If the basic system is to be enhanced with Information Display Units then
additional serial ports will be required. Certain printers using EPP/EPC modes cause a conflict with the adapta­tion unit and in these cases a second parallel port will be required for the connection of the printer.
Adaptation Unit (Software Protection)
An adaptation unit is required for every software release. This determines the number of agents supported by the system according to the structure of the prod­uct. The different units are shown in the table below.
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Number of Agents
1-10 Adaptation Unit - 10 11-20 Adaptation Unit - 20 21-30 Adaptation Unit - 30 31-40 Adaptation Unit - 40
The adaptation unit is fitted to the parallel port. If the adaptation unit is removed the CCS will not function. The unit has no effect on printing, and will work if the printer is off line, turned off altogether, or not connected. When a printer is fitted the printer cable PC connector is fitted into the adaptation unit.
Exchange to PC Connection
The PC is connected to the exchange for event data capture via a serial port.
PC side:
The standard port for the connection is COM1, however, it is possible to config­ure any available port for the connection.
Exchange side:
Use a free V.24 port on CPU-D_ or on the AUX-board. The used Exchange port must be stated in the Exchange by means of commands (see Settings in Business­Phone Exchange for Call Centre Supervisor).
Line Driver
Where the distance between PC and exchange exceeds 15 metres a line driver or
short haul modem must be incorporated in the link. Follow the manufacturer’s instructions for setting up and connecting the line driver. The line driver chosen should ideally have a selectable baud rate to allow for any reconfiguring of the line speed. The default system settings are 1200 baud, 8 data bits, 1 stop bit, and no parity (see Settings in BusinessPhone Exchange for Call Centre Supervisor).
System Printer
The CCS will print to any connected printer which is supported by Windows. Some printers have limited font support under Windows and using these printers may affect the layout of certain reports generated by the CCS. Recommended printers include HP laserjet and inkjet printers, Epson 850 dot-matrix printers, and Canon inkjet printers.
Note: Certain printers using EPP/EPC modes cause a conflict with the adapta-
tion unit and in these cases a second parallel port will be required for the connection of the printer.
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The PC should be prepared for installation using the manufacturer’s instructions to format the hard disk and install MS Windows 3.11 (Windows for Work­groups) or MS Windows 95/98 if necessary. Any checks suggested by the PC Manufacturer should be carried out to ensure the correct functioning of the PC and the monitor.
Operating System Software
One of the following System Software is required to run CCS on a PC:
• Windows for Workgroups 3.11
• Windows 95 and
• Windows 98.
Application Software
The application software is supplied on the CD-ROM. A setup utility is provided to correctly unpack the packed software, create directories and aimed .INI files (Windows for Workgroups 3.11) or .REG files (Windows 95) as required.
The application requires the Borland Database Engine and Crystal Reports v4.0 (v5.0 for CCS V2.x) runtime. The Borland Database Engine is provided on the CD-ROM and has to be installed manually before installing CCS software. The required Crystal Reports software is automatically installed with the CCS.
Registration
Please register your copy of the CCS, so that Ericsson can provide you with tech­nical support.
To register your CCS product, complete the enclosed Software License Agree­ment and forward the information to your distributor or to the next Ericsson company by fax or via mail.
About Ericsson
More information about Ericsson services and our Local Companies are available on the Ericsson Database on Demand on the World Wide Web. To open the Eric­sson Home Page, use the URL:
http://www.ericsson.com
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The PC should be prepared for installation using the manufacturer’s instructions to format the hard disk and install Windows if necessary. For best performance Windows for Workgroups 3.11 should be set up for 32 bit file and disk access. The required set up procedure is a normal Windows procedure accessed via the 386 Enhanced icon in the Control Panel. To set up 32 bit access follow the rele­vant set up procedure described in Windows documentation /Online Help.
Any checks suggested by the PC Manufacturer should be carried out to ensure the correct functioning of the PC and the monitor.
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Serial ports should be set up as COM1 and COM2. The CCS setup program will allow you to choose which of the available COM ports the connection to the ex­change should use.
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All cables and link hardware should be checked for correct functioning before in­stallation. Good quality screened cables should be used for all connections.
Connect the PC COM port to the exchange CPU or AUX card V24 port
Make sure all connections are secure
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Fit the adaptation unit to the parallel port
Make sure the connection is secure
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Connect the system printer to the adaptation unit (or second parallel port)
Make sure all connections are secure
Ensure the printer has paper which is loaded properly
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The system is divided into two parts, the Database Engine and the CCS itself. Each part is installed separately. The Database engine must be installed before the CCS can be installed.
Power up the PC and wait for Windows to load
Insert CD-ROM into your computer’s drive
• If the Autostart function of your operating system is activated, a special pro­gram - called Introsequence - will start automatically.
• It the Autostart function is not active or not available (Windows 3.x), dou­ble-click the filename INTROCCS.EXE in the root directory of the CD­ROM in your MS Explorer or File Manager.
When the loading procedure of the CCS Introsequence is finished you will see a menu from which you have full access to all information on your CD-ROM.
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To install the Borland Database Engine:
In the CCS Intro click on "install software"
In the following menu click on "install database engine"
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The Borland Database Engine setup-routines has now been started.
Follow the installation instructions and enter the parameters requested as necessary
When the BDE installation has finished, install the CCS
Note: We recommend that you accept default options when choosing directory
path names, as this makes the post-installation process much easier. How­ever, you may install the BDE to any directory you wish. If you do not ac­cept default parameters you must make a note of any non-default settings for later use. The following Dialogs will be displayed during the install process:
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To install the CCS application software:
Click on "install software"
Click on “install ccs standard”.
The installation wizard will be opened. Follow the instructions of the installation wizard.
The CCS application uses a normal Windows Install Shield Wizard to direct in­stallation.
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Prior to installing the Application the install program will prepare the Install Shield Wizard and search for installed components.
If the Borland Database is not found then a warning message will be displayed and the installation will be aborted.
Note: We recommend that you accept default options when choosing directory
path names, as this makes the post-installation process much easier. How­ever, you may install the CCS to any directory you wish. If you do not ac­cept default parameters you must make a note of any non-default settings for later use.
COM1 is the default serial port for connection to the exchange, but you may choose COM2 if you wish. If you use COM1 for the serial port, you may not use COM3 for any purpose, and if you choose COM2 you may not use COM4. This is important. Any attempt to use these ports will cause the Call Processor/Windows communications to fail and the link to the ex­change will be lost.
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During Installation the Install Shield Wizard will display message dialogs as re­quired.
Enter the information necessary and continue installation by clicking Next on the current dialog. If necessary you may step back to previous dialogs to change settings. To step back click Previous on the current dialog.
You will also be prompted to read Installation Notes and Readme files during in­stallation. You may choose to either view the files when the prompt is shown or continue installation without viewing the files.
If you choose to skip viewing the files, and have not previously read the files, you should read the files. To open the files after installation click on the required file icon in the CCS Program Group.
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During installation you will be required to set the following parameters:
You may choose to install either the Program files, the Data files or both, Pro- gram and Data files.
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If you are perform a new installation program and data files have to be installed on the system.
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If you perform an upgrade from a version between CCS V1.0 and 1.6 to CCS V2.4 you need to install the program and the data files due to considerable changes in the database structure.
After the installation you have the option to migrate the all the customer’s data from CCS V1.x into the new database. Please refer to the section “Upgrade Data­base from CCS V1.x to CCS V2.x” on page 24.
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If you perform an upgrade from a version between CCS V2.0 and 2.3 to CCS V2.4 you need to install the program files only. The database with the customer’s daata will be migrated automatically.
Select the path where the Database configuration file IDAPI.CFG shall be in­stalled (directory where you have installed the Database)
You can select the serial Comm Port to be used.
Select the Type of PBX System the CCS will be connected.
Click Next.
You can select the directories where the installation shall take place. You are however recommended to leave the default setting unchanged, as this will sim­plify Post Installation, Maintenance and future upgrades.
Default value: C:\CCS
As soon as the required parameters have been entered installation will start to copy the Application files to the designated directories.
Click Next. The Setup will start copying the files.
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If you install CCS V2.x and you have an installed CCS V1.x on your Computer’s hard-disk, you should upgrade the CCS V1.x database. This is necessary for being able to use CCS V1.x data with CCS V2.x.
Note: You may choose to convert later. The conversion program is installed in
the CCS\PROGRAMS directory, called CONVERT.EXE. If you have to reload the CCS data files for any reason you may wish to run the conversion again.
If you are performing a new installation or just upgrading a CCS system from V2.x you may click on No and proceed with the instructions “Re­start the System” on page 26.
Start the Converting Program
Click the START button and conversion will start. This may take some time, a progress gauge informs you of how much has been done and how much is left.
Warning !!
CCS V2.x is NOT compatible with CCS V1.x data. You may not restore CCS V1.x backed up data into CCS V2.x.
Warning !!
Remember, you CANNOT run the conversion utility if version 2.x of the CCS has been run even once.
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The conversion program will automatically find the version 1.x database if default locations were used, otherwise you will have to identify the location.
If the CCS V1.x Database is not found, a warning message will be displayed and you have to enter the correct path name of the DATA directory for Version 1.x of the CCS.
Note: CCS V2.x uses a slightly different directory structure to CCS V1.x. This
means that you can install CCS V2.x on a PC with CCS V1.x already hav­ing been installed. All data and programs of CCS V1.x will be safe. Noth­ing will be overwritten or deleted by the installation procedure for CCS V2.x.
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Click Close to complete the Conversion.
Restart the System
At the end of the CCS setup (CCS V1.x and CCS V2.x with or without Database upgrade) you will be asked if you want to restart your computer or continue with­out restarting.
Important:
• If you chose the defaults: Restart your computer and follow the instructions in the Initial Startup section.
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• If you have not chosen the default directories then:
Do not restart your computer. Instead, follow the instructions in the Post Instal­lation Configuration section.
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When the CCS has been installed, and before you run the CCS up for the first time, changes will need to be made to the system if you have not chosen the de­fault directories during installation.
If you have installed the Borland Database Engine and the CCS to the supplied, default directories, you may continue and start up the CCS for the first time.
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In the CCS ‘Aliases’ are used when building path names for data files. An Alias is another name given to pre-set file paths names that the application uses. By using aliases changes to directory structures and directory names can be accommodated very easily. However, if the aliases have the wrong path name then the CCS will not be able to find data files and will not function.
When defaults are chosen during installation, the configured aliases which are also shipped will be correct. However, if you chose to change the directory in which the CCS is installed, you must set the Alias path names that are to replace the standard default settings. Changes to Aliases are carried out using the Bor­land Database Configuration Utility.
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The utility is accessed via an Icon in the Ericsson CCS Program Group which has been created by the setup program. If you are not familiar with the Borland Da­tabase Configuration Utility we recommend that you run the Configuration Util­ity and become familiar with it before attempting any changes (use the help to see what each field is and how the utility expects you to enter data and acknowl­edge changes).
The following list identifies all of the Aliases required by the System. The ? in each alias must be set with the absolute path name that defines the correct data files directory.
When the utility starts the Drivers page is displayed as the default page.
CCAppConfig ?\data\config
CCAppHistoric ?\data\historic
CCAEventProc ?\data\schedule
CCAppDynamic ?\data\dynamic
CCAppPrograms ?\data\programs
CCAppSystem ?\data\system
CCAppUsers ?\data\users
CCAppReports ?\data\reports
CCAppTemp ?\data\temp
CCAppGrpViews ?\data\views\acdques
CCAppQueViews ?\data\views\groups
CCAppWboard ?\data\wboard
CCAppReportScripts ?\reports
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Click the Aliases tab to open the Aliases page
The page comprises a list of all current Aliases on the left of the page and the cur­rent alias parameters for the selected (Highlighted) Alias on the right of the page. Editing Alias parameters is carried out directly in the parameter fields on the right side of the page.
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To change an Alias:
Select the required Alias in the list
Change the Alias parameters as required
Example
For Example, if the installation of the CCS was done to a drive other than the C:\ drive but the default CCS directory was retained.
You must replace the ? in the alias with the cho­sen drive letter and the directory name the CCS was installed into, for example D:\CCS\DA-
TA\CONFIG.
If you used another directory name, such as C:\MIS then you would have to set the same alias to c:\mis\data\config.
Important
It is extremely important to be careful when changing aliases, as any mis­take will cause the CCS to fail.
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If necessary you will be required to set the Paradox Driver NETDIR parameter to match the drive that the driver is installed to.
To set the NETDIR Parameter:
Open the Drivers page
Select the PARADOX driver in the Driver Names list
Set the NETDIR parameter to the correct drive
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Once the installation is complete using default settings, or after Post Installation is complete following installation using non default settings, the Initial Start Up phase can be carried out.
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When the application is installed an Ericsson CCS Program Group is created. In this group the CCS User Client program is installed, along with icons for help and either readme.txt or install.txt notepad files.
There is also a icon for Begin CCS. This is the program which automatically starts the whole of the CCS, including the Call Processor, the report and display unit programs. We recommend that you move this icon and place it in the Start Up group of the PC. Then, whenever the PC is started the CCS will start automati­cally.
If you choose not to install the Begin CCS program in the start up group, you must inform the Users that they should always start the CCS by running. Begin CCS, not by starting the individual programs separately. See the Database Troubleshooting tips for more details.
Click on the Ericsson CCS Standard Edition icon to start the application Toolbar
Windows 95
In Windows 95 you can see the Ericsson CCS Program Group:
• via MS Explorer ?:\Windows\Start Menu\Programs. You can move this Pro­gram Group to your Desktop as shortcut for quick access.
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• via Windows taskbar:
Click Start on the taskbar Point to Programs Point to Ericsson CCS
Windows for Workgroups 3.11
In Windows for Workgroups 3.11 you can see the Ericsson CCS Program Group in the MS File Manager.
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To check the status of the connection between the exchange and the PC after hav­ing started the Call Processor, you can use the following function (only available in CCS V2.x):
Click on Call Processor on the Windows taskbar by using the right mouse button.
The Link Status will be displayed.
Time / Date Format
It is strictly recommended to set up the time and date format of your operating system in the following format:
Time: HH:MM:SS(e.g. 17:04:34) Date: DD/MM/YY(e.g. 02/03/98 for March 2, 1998)
Make sure that you have configured 4 digits for the "Year digits" in the date format after the Year 1999 (Millenium).
Date: DD/MM/YYYY
You can check and/or change your settings in the Windows Control Panel under country settings.
This time and date format is used in several menus to set actions to take place or to generate reports.
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It is suggested that a minimum configuration is be carried out by the installation engineer to ensure that the system is working and displaying accurate and rele­vant data. To enable configuration to be carried out liaison with the site admin­istration will be necessary to ascertain agent names, PIN codes, Call Codes, Agent Group and ACD Group names, etc.
Directions for carrying out configuration functions can be found in the CCS Us­er’s Guide.
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When the CCS starts up the Log On dialog will be displayed. To Log on, you must enter the default system user name and password which is configured by de­fault during installation.
No other User exists in the CCS at this time.
The default user is systemuser with a password of systemuser.
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The minimum configuration to ensure correct working and data presentation should include the following:
• System Reset Times
• Users
• System Parameters
• ACD Group Names
• Agent Details
•Call Codes
Note: Before ACD Groups and Agent Groups can be displayed by a User it is
necessary to select the groups as accessible to the User. This even applies to the System User.
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After a complete installation (English version) it is possible to update the CCS system with different languages. The language settings are user dependent, which means that each user can be assigned one of the installed languages. A user with a non english language assisgned will see the respective language only after the log on sequence.
Following languages are available:
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Following procedure is only valid for CCS V2.x. If you want to update an older CCS version please read the corresponding readme file.
Click on "install software"
In the following menu, click on "update ccs with language files"
By clicking on the “update ccs with language files” button a readme file and an explorer window showing the files for the selected language will open.
CCS Version 1.x English (default)
Spanish
Swedish
CCS Version 2.x English (default)
German
Spanish
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Note: German and Spanish Intro application will show directly the readme file
and the folder with setup files belonging to the already chosen language.
Please read the readme file and then click on setup.exe
The setup file will install the language DLLs and the localised Help file.
Reboot your system.
After restarting the ccs system you will be able to create new users and to assign them one of the previously installed language.
To create new users see the user’s guide under “Adding a new User” in chapter 2. Make sure that you have been logged on to the system as systemuser for creating new users.
After logging on to the CCS system with the new user the application will appear in the desired language.
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The CCS Information Display system can handle the presentation of messages on both physical Display Units and Screen Display Units.
Screen Display Units are ‘virtual’ Display Units and messages sent to Screen Dis­play Units are displayed in separate ‘window’ on the CCS PC.
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Physical Display Units are driven through serial ports, either individually or in chained links. There is no limit to the number of physical Display Units that can be connected to the system, however each Display Unit connected to a Comm Port must have a unique address. The maximum number of Display Units that can be connected to one link will depend on the type of unit connected and the transfer band rate.
Note: At present it is only possible to connect Display Units that use the same
driver to the same chained link.
If more Display Units than can be supported by a single link are to be con­nected, or if Display Units using different drivers are to be used it may be necessary to add extra serial ports to the CCS PC.
The CCS can address any board on a link and send as many messages to that board as the board supports. There is no limit to the numbers messag­es in the CCS.
Review the manufacturer’s guidelines for details of limits of connected units on a single link and message maximums.
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Also, when adding physical Display Units to a COM port, one Display Unit may have a designated address of 0. This then becomes a ‘broadcast’ Display Unit that will display every messages sent to all Display Units on the same COM port. This facility is not available when adding a Screen Display Unit.
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The CCS is shipped with the following drivers to support the standard Informa­tion Display Units that can be delivered with the system.
Dataline-20 Single Line Single Colour (DL20)
Single Line Multi Colour (DL20)
Dataline-320 Three Line Single Colour (DB320)
Three Line Multi Colour (DB320)
Dataline-816 Eight line Multi Colour Displays (DB 816)
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The CCS package supports the following Display Unit products:
• DL20 Single colour
• DL20 Multicolour
• DB320 Single colour
• DB320 Multicolour
• DB816 Multicolour
The DL20 Single colour is a single-line, single-sided display with 20 alphanu­meric characters, using red light emitting diodes.
The DL20 Multicolour is a single-line, single-sided display with 20 alphanu­meric characters, using light emitting diodes. The DL20 Multicolour combines red, green or amber colours.
The DB320 Single colour is a single-sided display with 3 lines. Each line has 20 alphanumeric characters, using red light emitting diodes.
The DB320 Multicolour is a single-sided display with 3 lines. Each line has 20 alphanumeric characters, using light emitting diodes. The DB320 Multicolour uses a combination of red, green or amber colours.
The DB816 Multicolour is a single-sided display with 8 lines. Each line has 16 alphanumeric characters, using light emitting diodes. The DB816 Multicolour uses a combination of red, green or amber colours.
All Display Unit products mentioned above can be ordered at Ericsson as Oper­ation and Maintenance products and are listed in the price list.
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Ericsson Austria AG has started a Certification Program with different Display Unit (Wallboard) suppliers. Therefore, several Display Unit products from dif­ferent suppliers have been tested with BusinessPhone. In contrast to the Display Unit products listed in the Ericsson price list the certified products are supported directly by the supplier.
Please ask for the current list of BusinessPhone exchange approved Dis­play Unit suppliers.
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Design
The display is intended for indoor use, and can be wall mounted or suspended from a ceiling. The software used in this display is a dumb-mode terminal pro­gram (1200 bauds or 9600 bauds), designed to interface with ACD-type systems.
The casing is made from industrial aluminium painted with a polyester powder­paint. It has M6 nut inserts on top and at the back for wall mounting or ceiling suspension. The power supply is built internally into the casing. Each display is supplied with installation directions and mounting details. Each display is indi­vidually tested, under ISO 9001 conditions, in the factory before dispatch.
Note: Support is also provided for the existing Display Units KNH831/834.
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When connecting Information Display units, remember that only Information Displays which use the same driver can be connected onto a single link. For in­stance, you cannot mix single line and three line boards on the same. You can, however, put single colour and multi colour boards on the same link.
The following information refers to the standard DL and DB.
The display unit is supplied complete with power supply and a set of mounting brackets for wall/ceiling mounting. The power supply is connected to the socket at the rear right hand end of the display.
To mount the unit, attach the brackets at the selected location and carefully slide the display unit between the two protruding flanges. With two screws provided, attach the display to the brackets. Tighten the screws and adjust the viewing an­gle of the display so as to achieve maximum visibility.
(see also Installation Appendix)
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Connection of the serial link to the Information Display is via a female 3.5mm stereo mini-jack socket mounted on the display unit.
The connection between the male 3-conductor mini plug that connects to the socket and the PC serial port connector is made via a Terminal Box. on the display unit.
The male 3-conductor mini plug that connects to the socket must be wired to the PC serial output as follows:
Screw
Red - Serial Out Black - Ground White - Serial In
D Type Connector
Serial Plug
9 way Pin 3 Pin 5 Pin 2
25 way Pin 2 Pin 7 Pin 3
Terminal Box
3
4
5
1
2
Ground
Serial in to Unit
Serial out from Unit
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25 way D Type Connector
Connect the sleeve pin of the 3.5mm plug to the cable shield. Connect the other end of the shield to PIN 7 of the DB25 connector.
Connect the data-out signal from the display to the tip of the 3.5mm plug. Con­nect the other end to PIN 3 of DB25 connector.
Connect the data-in signal from the display to the centre ring of the 3.5mm plug. Connect the other end to PIN 2 of DB25 connector.
25 way D Type Connector
9 way D Type Connector
Connect the sleeve pin of the 3.5mm plug to the cable shield. Connect the other end of the shield to PIN 5 of the DB9 connector.
Connect the data-out signal from the display to the tip of the 3.5mm plug. Con­nect the other end to PIN 2 of DB9 connector.
Connect the data-in signal from the display to the centre ring of the 3.5mm plug. Connect the other end to PIN 3 of DB9 connector.
9 way D Type Connector
Pin 2 - Serial Out Pin 7 - Ground Pin 3 - Serial In
Pin 3 - Serial Out Pin 5 - Ground Pin 2 - Serial In
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When more than one unit is being used the connections must be repeated in mul­ti drop mode i.e. receive of all Display Units in the system is connected to the transmit of the computer and the ground is common to all devices.
The Serial In (White) wire is not needed in most applications.
Address Selection
Each Display Unit includes a network communication Eprom and address switch module. This module plugs into the keyboard connector socket adjacent to the power connector and enables you to set an address for the associated unit. When the Display Unit is powered up, it reads the network address from the switch module.
Addresses are set by setting the required values on the two rotary switches of the address module. An address can be any value between 01 and 99 and each display in the network should have a different address number.
The maximum number of displays that can be connected to a single PC Serial Port will depend on the type of display and baud rate used to transfer informa­tion.
Red - Serial Out Black - Ground
Display Unit
Display Unit
PC Serial Port
Connector
Terminal Box
Terminal Box
Power
Connector
Least significant
address bit
Most significant
address bit
0
2
3
1
4
7
6
8
5
9
0
2
3
1
4
7
6
8
5
9
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Before any messages can be sent to a Display Unit, the Display Unit must be cor­rectly connected to the system.
Information Display Unit Connection is carried out via the Display Unit Connec­tion Dialog. Only the System User and Users that are allowed access to the Dis­play Unit Connection menu are able to carry out Information Display Unit Connection functions.
The Display Unit Connection Dialog is ac­cessed by clicking the Connections item in the System menu, or pressing Alt + S | C | W, or clicking the Connections button on the System toolbar.
The Display Unit Connection Dialog comprises a list of all current Display Units connections shown in a grid.
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The four control buttons situated at the bottom right of the page provide access to Test, New, Edit and Delete function.
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The parameters needed to set up a Display Unit are entered via the Add a New Display Unit Dialog. The Dialog is accessed from the Display Unit Connection Dialog by clicking the New button or by pressing Alt + N.
New Display Unit are added by setting the following parameters:
• Display Unit Name
• Display Unit Type
• Device (The device that the Display Unit is connected to)
• Baud Rate
• Display Unit Address After all parameters have been correctly set the connection is added by clicking
OK
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Each Display Unit must be assigned a unique name. When adding a new Display Unit a warning will be displayed if you enter a name that is already in use. Once assigned a Display Unit name cannot be edited, if a new name is required then the original Display Unit connection should be delet­ed and a new connection with the new name established.
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The Display Unit type refers to the actual type of unit that is to be connected. The type selected must match the actual type of the Display Unit.
To select a Display Unit in the Type list, either click on the required Display Unit Name or step through the list using the cursor control keys until the required Display Unit Name is highlighted.
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The Comm Device list shows all COM ports available to the CCS for Display Units. Any COM port that is not listed is not available.
If you are adding a new physical Display Unit:
• Select the COM port that the new Display Unit is connected to.
If you are adding a new Screen Display Unit:
• Select Screen.
Note: It is necessary that the correct Comm Device setting is selected with ref-
erence to the Display Unit type. Making conflicting selections will result in a warning message advising you to correct the conflict. The following selection combinations will cause a conflict:
• Selecting a physical Type of Display Unit and selecting the Screen Comm Device.
• Selecting a Screen Type of Display Unit and selecting a COM Comm Device.
• Selecting a physical Type of Display Unit that is incompatible with Display Units already configured on the selected COM Comm Device.
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If adding a physical Display Unit you must set the Baud Rate for the transfer be­tween the PC and the new unit. The Baud Rate list shows all the supported Baud Rates for the type of Display Unit selected. The default rate will be highlighted. Select the required rate.
If you enter a Baud Rate that is different from the Baud Rates of Display Units already configured on the selected Comm Device, a warning dialog will be dis­played and you will be given the opportunity to either choose the existing Baud Rate or to set the rate for all Display Units on the Comm Device to the same new rate.
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All Display Units must have an address which is unique for the COM or GUI de­vice they are connected to. Enter an address in the Address field. When adding physical Display Units, the address entered must match the actual setting of the Display Unit itself.
If you enter an Address that is already used by Display Units already configured on the selected Comm Device, a warning dialog is displayed and an unused ad­dress is entered in the Address field for you to accept.
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At times it may be necessary to alter certain connection parameters. Changing connection parameters is carried out via the Edit Display Unit Configuration di­alog which is accessed by highlighting the Display Unit to be edited in the grid and clicking the Edit button.
The Edit Display Unit Configuration dialog is similar to the New Display Unit Configuration dialog and enables you to edit Display Unit parameters. Remem­ber, however, that a Display Unit name cannot be edited once a Display Unit has been added.
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The Test button allows you to test the connection between the CCS and a Display Unit.
To carry out a test:
Select the Display Unit to test in the grid
Click the Test button
An information window on the PC will inform you that a message will be dis­played on the selected Display Unit momentarily.
The system takes the first configured message and attempts to display it imme­diately on the selected Display Unit. If there are no messages configured then the test cannot be made.
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To delete a connection simply select the Display Unit name in the name list and click the Delete button.
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The DL20 is a single-line, single-sided display with 20 alphanumeric characters, using red light emitting diodes.
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Connection: 5-pin cannon for connection of plug
Weight: 8 kg
Dimensions: 964 (L) x 155 (H) x 75 (D)
L.e.d. diameter: 5 mm
Character height: 50 mm
Memory capacity: 6 k
Power consumption: 30 W
Power supply type: 220 V/60 Hz or 110 V/60 Hz
MTBF average of the LED: 50.000 hours
RFI: In accordance with EN6950
EMC: In accordance with
- EN50081-1:1992
- EN50082-1:1992
Communication: RS232 (RS485 is also an option). The possibil-
ity of networking and addressing Individual
DL20’s in multi-drop format is available.
Special features: Shoot
Jump
Down
Up
Vertical
Wipe
Freeze
Background
Reverse
Scrolling
Flash
Random
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The DL20 is a single-line, single-sided display with 20 alphanumeric characters, using light emitting diodes. The DL20 Multicolour combines red, green or am­ber colours.
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Connection: 5-pin cannon for connection of plug
Weight: 8 kg
Dimensions: 964 (L) x 155 (H) x 75 (D)
L.e.d. diameter: 5 mm
Character height: 50 mm
Memory capacity: 6 k
Power consumption: 50 W
Power supply type: 220 V/60 Hz or 110 V/60 Hz
MTBF average of the LED: 50.000 hours
RFI: In accordance with EN6950
EMC: In accordance with
- EN50081-1:1992
- EN50082-1:1992
Communication: RS232 (RS485 is also an option). The possibility
of networking and addressing Individual DL20’s in multi-drop format is available.
Special features: Shoot
Jump
Down
Up
Vertical
Wipe
Freeze
Background
Reverse
Scrolling
Flash
Random
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The DB320 Single colour is a single-sided display with 3 lines. Each line has 20 alphanumeric characters, using red light emitting diodes.
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Connection: 5-pin cannon for connection of plug
Weight: 15 kg
Dimensions: 964 (L) x 341 (H) x 75 (D)
L.e.d. diameter: 5 mm
Character height: 50 mm
Memory capacity: 6 k
Power consumption: 90 W
Power supply type: 220 V/60 Hz or 110 V/60 Hz
MTBF average of the LED: 50.000 hours
RFI: In accordance with EN6950
EMC: In accordance with
- EN50081-1:1992
- EN50082-1:1992
Communication: RS232 (RS485 is also an option). The possibili-
tyof networking and addressing Individual DB320 Single colour displays in multi-drop format is available.
Special features: Jump
Down
Up
Vertical
Wipe
Freeze
Flash
Random
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The DB320 Multicolour is a single-sided display with 3 lines. Each line has 20 alphanumeric characters, using light emitting diodes. The DB320 Multicolour uses a combination of red, green or amber colours.
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Connection: 5-pin cannon for connection of plug
Weight: 15 kg
Dimensions: 964 (L) x 341 (H) x 75 (D)
L.e.d. diameter: 5 mm
Character height: 50 mm
Memory capacity: 6 k
Power consumption: 130 W
Power supply type: 220 V/60 Hz or 110 V/60 Hz
MTBF average of the LED: 50.000 hours
RFI: In accordance with EN6950
EMC: In accordance with
-EN50081-1:1992
-EN50082-1:1992
Communication: RS232 (RS485 is also an option). The possibil-
ity of networking and addressing Individual DB320 multicolour displays in multi-drop for­mat is available.
Special features: Jump
Down
Up
Vertical
Wipe
Freeze
Flash
Random
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BusinessPhone Call Centre Supervisor - Standard
Installation Guide
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The Call Centre Supervisor uses what is called a ‘virtual device driver’, or ‘VxD’, to control communications between the exchange and the application. This is a Windows specific device and must be used to ensure pre-emptive com­munications processing even when windows is busy on another activity. The VxD has to be configured to use a communications port. Normally it must be COM1, although COM2 can be used.
During installation the VxD default comm port COM1 is displayed and the in­staller asked to confirm. At this point the installer can choose COM2.
After installation, if you wish to change the comm port that the VxD uses, you must edit the SYSTEM.INI file. The information is placed in the Ericsson sec­tion, which is identified as :
[EricssonBP250]
Immediately after the installation this section will be found at the end of the .INI file.
There are four entries in the section, as follows.
COMPORT= COMBASE= COMIRQ= COMSPEED=
The following values are accepted:
COMPORT=1 ( use COM1 ) COMPORT=2 ( use COM2 )
COMBASE=03F8 ( base address of COM1 ) COMBASE=02F8 ( base address of COM2 )
COMIRQ=4 ( IRQ of COM1 ) COMIRQ=3 ( IRQ of COM2 )
COMSPEED=1200 ( BAUD rate of exchange )
WINDOWS must be restarted for any changes to the system.ini file to be imple­mented.
DO NOT CHANGE THE SYSTEM.INI FILE UNLESS YOU ARE SURE YOU KNOW THAT WHAT YOU ARE CHANGING IS CORRECT.
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Crystal Reports Run Time requires a DEFAULT PRINTER to be configured on the PC. If you attempt to generate a report in the MIS without having a default printer configured this may cause an ’Out of System Resources’ error to occur. To get round this problem make sure that there is a default printer configured in WINDOWS. If there is no physical printer actually connected, you can install the ’generic / text only’ printer supplied with Windows and make that the default printer.
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During the configuration of Display Units into the Call Centre Supervisor a test button is provided to allow the installer to send text directly to the Display Unit.
If the test text does not appear on the Display Unit there is a mistake somewhere in the configuration of the Display Unit or in the hardware connection of the Dis­play Unit.
Verify the configuration. If any of the following pieces of information are incor­rect the CCS will not be able to send messages to the Display Unit.
•Type
• Address
•Comm Port
• Baud Rate
•Data Bits
•Stop Bits
•Flow Control
•Parity
To further verify the configuration, change the address of the Display Unit to 0. Setting this address causes the ‘Testing’ message to appear on all of the wall­boards connected to the CCS by the comm port specified, regardless of their ac­tual address. If the ‘Testing’ text appears on the wallboards you can be sure that the configuration is correct, and it is most likely that the address you have previ­ously chosen does not match the actual address set in the Display Unit address module. If the text does not appear, and all the settings above are correct, then the hardware connection is most likely incorrect.
Verify the hardware connection. The settings of the address module must match the number configured into the CCS. The cabling should be correctly wired and installed. Refer to the hardware instructions for details of how to correctly install the Display Unit units.
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BusinessPhone Call Centre Supervisor - Standard
Installation Guide
EN/LZT BS 102 063/S R2B
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Often, when logging onto the Call Centre Supervisor, a user will not be able to view details for certain ACD Queues or Agent Groups, either in the real time screen or the reports generator. This is a common problem, and is usually caused by the user not having permission to access that group or queue.
Whenever a user complains of missing queues or groups, always check permis­sions for that user first.
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If any of the Borland aliases are incorrect, the Call Centre Supervisor will not function correctly. Once the application is installed and running there should be no problems, as the aliases will not change, but when initially installing the in­staller has the option to install to a directory other than the default chosen, and must then change the database aliases. If after changing these aliases there are any database exceptions during the operation of the application, the most likely cause will be the alias path names. Check and double check the path names entered. All the alias path names must be correct, a mistake in even one can cause the appli­cation to fail. Remember also that the failure need not be immediate, but only when a specific portion of the application attempts to use the incorrect alias.
When running the database engine the program uses a series of files to control access and record locking. If the whole system fails for some reason or other, the user must use Begin CCS to restart it. If for any reason they do not, some of the files used to control database access may not be cleaned up properly, and access could be denied to the current CCS session. Using Begin CCS ensures that all old access files are removed before the application is started.
If there should be a problem at restarting a specific program, not the whole CCS, e.g. at restarting the report scheduler process, you must close the whole applica­tion and restart it by using Begin CCS. It is not possible to delete the control files as long as any part of the application is still running, because those programs might attempt to use the files that have been deleted and re-created, and thus de­stroy all current control and lock information.
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The CCS cannot distinguish between time formats as a.m. and p.m. The CCS does not know the difference between time after midnight and afternoon. If CCS generates Reports for the time 2:00 a.m. and 5:00 a.m. instead of between 14:00 and 17:00, empty Reports may result.
Therefore it is strictly recommended to configure the Windows operating system in 24 hours mode.
see under "Time / Date format"
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see under "No data in Reports" and under "Time / Date format"
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BusinessPhone Call Centre Supervisor - Standard
Installation Guide
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Note: Configure in the BusinessPhone which V.24 port do you have used.
Use a free V.24 port of CPU-D_ or one of AUX board.
CPU-D_ : 3 V.24 ports
Cable connection
V.24 port 0
V.24 port
V.24 port 2
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Note: The default port for the connection is COM 2, however, it is possible to
configure any available port for the connection of the Display Unit.
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Cable shipped with Display Unit product.
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BusinessPhone Call Centre Supervisor - Standard
Installation Guide
EN/LZT BS 102 063/S R2B
59
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• ASB 15001 RPM 603 308/x (X = length)
• ASB 15002 TSR 902 0448/1 (length is 5000 mm)
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1101 Answering pos. Day (Trunk to ACD Group No.) 0301 Function of key 16 ACD Group
17 ACD Supervision 29 ACD Activation 31 ACD Clerical
32 ACD Help 0302 Associated number (0) for first ACD Group, (1) for next, 0303 Ringing alternative 0304 ACD Group priority (0-7) 3708 ACD I/O port for management system 3711 Non ACD Callcode Request? Yes/No 3712 Display clerical time? Yes/No 3816 Max queue length (Max number of calls in queue) 3817 Dynamic queue 3819 No answer time (Time before Agent set passive) 3820 Clerical time 3821 ID-code required? (Yes à PIN code) 3822 Call Code required? (Yes/No) 3824 ACD re-route position (Overflow answer position) 3828 Enter multiple callcode during clerical state allowed Yes/No 3829 No. of time-outs before log-out 0 ... 255 3830 Cleical time ended by key Yes/No 5407 Create ACD Group 6006 Device type local (11) = O&M centre with RASC and
MS or CTI 6007 Character set local (0) = PABX internal 6009 Baud rate local (8) = 1200 baud 6010 Master/slave local (0) = Master 6011 Auto select allowed (No) 6012 Request local (2) = ACD (for ASB 15002)
(3) = ACD (for ASB 15001)
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Connection between the BusinessPhone exchange’s V.24 port (CMU or AUX unit) and PC COM port. Use max. 15 m, then use a line driver.
© Ericsson Austria 03/2000
EN/LZTBS 102 063/S R2C
Communication is our business
Ericsson’s 100,000 employees are active in more than 130 countries. Their combined expertise in fixed and mobile phones and infocom systems makes Ericsson a world leading supplier in tele­communications.
Ericsson’s Information on demand Database can be addressed at:
http//www.ericsson.com
Subject to alteration without prior notice. This is a part of FAS BS 203 01/CD R3C
Ericsson Austria AG Pottendorfer Strasse 25 - 27 A-1121 Vienna, Austria Telephone:+43-1-81 100-5450 Telefax: +43-1-81 100-5437
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