Mitel 6140 User Guide

INSTALLATION AND USER GUIDE

Introduction 1

Introduction

About 6140 Agent Portal

Mitel Networks™ 6140 Agent Portal allows an agent to receive call information via a number of different applications that can be configured to ‘pop’ or display automatically on any desktop. Agent Portal consists of two components; the Agent Portal Server and a Client. The Client is either the default Client, that is shipped with the product, or a toolkit that can be used to develop a customized application. Agent Portal uses MiTAI software to receive call events sent from the PBX to the Agent Portal Server which then transmits them to the Client via TCP/IP. (See Figure 6-1)

Figure 6-1 Agent Portal architecture

Agent Portal Server

The Agent Portal Server performs the following tasks:

• starts and stops Agent Portal sessions, monitors devices and logs agents in and out of sessions

• receives data from the PBX via MiTAI

• for each call, collects details and sends this data to the agent

• receives login requests from the Client

In addition, the Agent Portal Server can be integrated with a custom Interactive Voice Response (IVR)

system to allow data to be transmitted from the IVR to the Agent Portal Server which then transmits it to

the Client.

The method used to physically connect the Agent Portal Server to the PBX depends on the PBX model you are using. For more information on the server hardware requirements, refer to “Agent Portal Server requirements” on page 5.

2 Introduction

Client

The client receives call records from the Agent Portal Server, via winsock. The client uses a programmable component, Agent Portal Control, to communicate between the Agent Portal Server and the client. The client interface to Agent Portal Control is either Agent Portal Client, the default interface shipped with the product, or Agent Portal Control, a toolkit that can be used to develop a customized application. For more information on the Agent Portal Control and the default interface, refer to:

• “Agent Portal Client” on page 2

• “Agent Portal Control” on page 2

Agent Portal Client

The Agent Portal Client is the default client interface that is shipped with Agent Portal. The Agent Portal Client is programmed to integrate and exchange data with the following applications:

• text editor (Call Pad)

• Microsoft Outlook

• any application that supports Active Server Page (ASP) scripts

• any application that can receive call details as command-line arguments

• DDE

Agent Portal Control

The Agent Portal Control is a toolkit that can be used to develop an application to handle the communication between the Agent Portal Server and the Client applications. It is a programmable OLE Custom control (OCX) program that allows agent applications to interact with the Agent Portal Server. For more information on the fundamentals of the Agent Portal Control components, refer to “Appendix A: Agent Portal Control programmer reference” on page 55.

Mitel PBX

Agent Portal receives call events from one of the following Mitel PBXs:

• SX-200

• SX-2000

• 3300 ICP

Introduction 3

What this guide contains

This guide is intended to be used to install, configure and administer the Agent Portal system. This guide is not intended to be used by call center agents. For your convenience the pdf file, Agent Procedure.book, has been included on the CD and can be distributed to Agents. This file contains only those procedures used by call center agents.

This guide is organized into the following sections:

• “System requirements” on page 5, details the hardware and software requirements for Agent Portal.

• “Agent Portal Server” on page 9, describes how to install and configure the Agent Portal Server. It also includes some administration procedures.

• “Agent Portal Client” on page 27, describes how to install and configure the Agent Portal Client.

• “Agent procedures for Agent Portal Client” on page 47, provides agent procedures as well as some basic troubleshooting tips.

• “Appendix A: Agent Portal Control programmer reference” on page 55

• “Glossary” on page 69, contains a list of terms used in this guide.

4 Introduction

System requirements 5

System requirements

If you are using the default Agent Portal Client and running only Agent Portal software, the following recommended requirements apply. These requirements may change if you are using a customized Client or running additional call center applications. For more information, refer to:

• “Agent Portal Server requirements” on page 5

• “Agent Portal Client workstation requirements” on page 6

• “PBX requirements” on page 6

NOTE: Refer to “Connection limitations” on page 7, for information on Agent Portal limitations.

Agent Portal Server requirements

Before installing the Agent Portal Server, verify that you have satisfied the following recommended server hardware and software requirements.

Minimum hardware requirements

For optimum performance, the server should be equipped with the following minimum hardware:

• Intel Pentium II 550 MHz CPU

• 256 MB RAM (minimum)

• 200 MB of free space

• CD-ROM drive

• 3.5 inch floppy disk drive

• PS2 or USB mouse and keyboard

• Network Interface Card (NIC)

• Parallel port on server for security access module (SAM)

• Internal MODEM card (optional)

• Appropriate PBX connectivity:

• SX-200 requires TALK TO CX card

• SX-2000 requires the appropriate connectivity kit - AFC or Application Service Unit (ApSU)

• 3300 ICP via TCP/IP

Minimum software requirements

The following third-party software is required for use with the server:

• Windows 2000 Professional or Windows 2000 Server with Windows 2000 Service Pack 3

• MODEM card driver, if card is installed

• Microsoft Networking (TCP/IP)

• Adobe Acrobat Reader (found on the Mitel Networks 6140 Agent Portal Installation CD)

• Driver software for PBX link interface cards:

• SX-200 requires

• SX-2000 requires

• 3300 ICP requires

MiTAI runtime version 8.0.11

MiTAI runtime version 11.0.1 or higher

6 System requirements

Agent Portal Client workstation requirements

Before installing the Agent Portal Client, verify that you have satisfied the following recommended client workstation hardware and software requirements.

Minimum hardware requirements

For optimum performance, each customer-supplied client workstation should be equipped with the following hardware:

• Intel Pentium 200 MHz CPU

• 64 MB RAM

• 150 MB free disk space

• SVGA graphics supporting a resolution of at least 800 x 600 pixels (optimum resolution is 1024 x 768)

• Network Interface Card (NIC)

• PS2 or USB mouse and keyboard

Minimum software requirements

Call information is delivered to a set of third party applications including Microsoft Outlook. Access is required to any third party applications that you have specified during the setup procedures.

In addition, the following software is required for use with the Client:

• Internet Explorer version 5.5 with Service Pack 2

• Microsoft Outlook 2000

• TCP/IP protocol enabled

• Adobe Acrobat Reader

PBX requirements

The following resources are required for use with the Mitel PBX:

• Appropriate PBX software:

• SX-200 requires LW18

• SX-2000 requires LW 31 (T stream)

• 3300 ICP requires 3.3 (will support MiTAI 11.0)

• Appropriate

• SX-200 and SX-2000 with AFC requires version 8.0.11

• 3300 ICP and SX-200 with ApSU requires 11.0.1

• Appropriate licensing

• All PBXs must be licensed to use MiTAI

• Verify that you have enough monitors to monitor your agents plus device extensions and trunks

• Class of Service (CoS) options enabled in the SX2000 and 3300 ICP:

• HCI/CTI/TAPI Call Control must be set to Yes

• HCI/CTI/TAPI Monitor Allowed must be set to Yes

MiTAI software

Connection limitations

The Agent Portal Server component is intended for use on Windows 2000.

• Use Windows 2000 Server if:

• 10 or more 6140 clients will be connected to the 6140 Server.

• MiTAI Server is used (PBX connected by TalkTo, or AFC card)

• Use Windows 2000 Professional if:

• Less than ten 6140 clients will be connected to the 6140 Server

• MiTAI Remote is used (3300, or SX-2000 connected by APSU)

System requirements 7

8 System requirements

Agent Portal Server 9

Agent Portal Server

Before you can begin using Agent Portal, you must install and configure the Agent Portal Server software using the following procedures, in the order listed.

• “Installing the security access module” on page 9

• “Installing 6140 Agent Portal Server software” on page 10

• “Accessing the Agent Portal Server” on page 17

• “Configuring the Agent Portal Server” on page 19

Once the software is configured, you can start using it. For more information, refer to “Using the 6140 Agent Portal Server” on page 23.

NOTE:MATAI must be installed and running before you install Agent Portal.

Installing the security access module

The security access module (SAM) provides the Agent Portal with a System Identifier (ID) code. This ID code, in combination with a password, allows you to enable the licenses that you have purchased. The SAM must be installed or Agent Portal will not function.

Attach the SAM to the server’s parallel port using the following procedure:

1. Insert the SAM into the server’s parallel port. (See Figure 4-1)

2. Tighten the screws on either side of the SAM.

Figure 4-1 Installation of SAM

10 Agent Portal Server

Installing 6140 Agent Portal Server software

Before installing Agent Portal Server, verify that you have satisfied the recommended hardware and software requirements. For more information, refer to “System requirements” on page 5. Use the following procedure to install Agent Portal Server.

1. Verify that MATAI is installed and running before you install Agent Portal.

2. Insert the Mitel Networks™ 6140 Agent Portal CD into the drive. The Agent Portal Installation screen is displayed. (See Figure 4-2)

Figure 4-2 Agent Portal Installation screen

3. Select the Install Agent Portal Server option. The Install Wizard is displayed. (See Figure 4-3)

Figure 4-3 Install Wizard screen

Agent Portal Server 11

4. Click Next. The Customer Information window is displayed. (See Figure 4-4)

Figure 4-4 Customer Information window

12 Agent Portal Server

5. Enter your name and organization.

6. In the ‘Install this application for’ field, select the appropriate option.

7. Select Next. The Setup Type window is displayed. (See Figure 4-5)

Figure 4-5 Setup Type window

8. Select the PBX type to which the Agent Portal Server will integrate. The Destination folder window is displayed. (See Figure 4-6)

Figure 4-6 Destination folder window

Agent Portal Server 13

9. Click Next. The Setup Type window is displayed. (See Figure 4-7)

Figure 4-7 Setup Type window

14 Agent Portal Server

10. Select one of the following setup types:

• Complete. For more information, refer to “Complete Installation of Server Software” on page 14.

• Custom. For more information, refer to “Custom Installation of Server Software” on page 15.

Complete Installation of Server Software

A Complete installation installs the Server software as well as the MITAI support files. Use the following procedure to perform a complete installation.

1. Select Complete.

2. Select Next. The ‘Ready to Install the Program’ window is displayed.

Figure 4-8 Ready to Install window

3. Click Install. The software is installed and the Install Complete window is displayed. (See Figure 4-9)

Figure 4-9 Install complete window

Agent Portal Server 15

4. Click Finish. A dialog box is displayed indicating that you must restart your system.

5. Restart your system for the changes to take effect.

Custom Installation of Server Software

A custom installation allows you to select which program features to install. You have a choice of installing the server software and the MITAI software.

1. Select Custom.

2. Select Next. The Custom Setup window is displayed. (See Figure 4-10)

16 Agent Portal Server

Figure 4-10 Custom setup window

3. Verify the storage requirements of each feature by selecting the feature. The storage requirements are displayed in the right pane.

4. Select the down arrow beside the feature you wish to install. A set of install options is displayed. (See Figure 4-11)

Figure 4-11 Installation options

5. For each feature, select the appropriate install option.

6. If necessary, change the storage location of the feature by selecting the feature and selecting Change. The ‘Change Current Destination’ folder window is displayed.

7. Browse to the appropriate location and click OK to confirm the folder name where you wish to store the feature.

8. Select Next. The ‘Ready to Install the Program’ window is displayed.

9. Select Install. The ‘InstallShield Wizard Complete’ window is displayed.

10. Select Finish. The features you selected are installed on your workstation. A dialog box is displayed indicating that you must restart your system.

11. Restart your system for the configuration changes to take place.

Agent Portal Server 17

Accessing the Agent Portal Server

When you restart your system, the Agent Portal software is automatically started and the icon is minimized in your system tray. If you exit from the Agent Portal server interface, the software must be restarted. Use the following procedure to access the Agent Portal Server interface:

1. From the Start menu, select Program Files/Mitel Networks/6140/Server. The server icon is minimized in your system tray. (See Figure 4-12)

Figure 4-12 Agent Portal Server icon minimized

2. When the icon is blue, double click on the icon in the system tray, to display the interface. There is a delay while the server initializes the connection to the Mitel PBX; the red icon turns blue once the connection is established. If this is the first time you have accessed Agent Portal after installing it, the Invalid password window is displayed. (See Figure 4-13) If this is not the first time you have accessed Agent Portal, go to step 8.

Figure 4-13 Invalid password window

3. Click OK to accept this message. In the License window, the System Identification number is updated automatically from the security access module (SAM) that is plugged into the parallel port of the Agent Portal Server.

4. Enter the number of agent licenses you have purchased, using the arrow keys or by typing it.

5. Enter the Mitel-supplied password in the Mitel Options Password field.

6. Select Save. An acceptance message is displayed. (See Figure 4-14)

18 Agent Portal Server

Figure 4-14 License acceptance message

7. Select OK. As soon as this connection is established, the interface is displayed.

8. You may select Close or click the Windows Close button to minimize the interface. The system continues running and the agent connections are not affected. (See Figure 4-15)

Figure 4-15 Agent Portal Server interface

Caution: Do not select Exit. If you select Exit, the Agent Portal system is shut down and agents are disconnected from their connections.

Agent Portal Server 19

Configuring the Agent Portal Server

You use the Agent Portal Server to monitor devices, enable event logging to files and log agents out of the system. You configure the set up for these functions using the Agents, Monitors and Settings options in the Agent Portal Server interface. This configuration information is stored in the APS.ini file.

Configure the Agent Portal Server using the following procedures:

• “Configuring PBX type” on page 19

• “Configuring connection details” on page 19

• “Enabling system logging” on page 19

• “Enabling monitoring for a device” on page 21

Configuring PBX type

Agent Portal receives calls from a Mitel Networks™ SX-2000, 3300 ICP or SX-200. The system default PBX type is SX-2000/3300. You must identify which Mitel PBX your system uses. Use the following procedure to specify your PBX:

1. From the Agent Portal Server interface, select Settings. The Settings window is displayed. (See Figure 4-16)

2. In the PBX Type pane, select SX-2000/3300 ICP or SX-200.

3. Select Save.

Configuring connection details

Some default connection settings have been pre-configured on your system. However, it may be necessary to re-configure these settings for your particular system. Use the following procedure to your connection details:

1. From the Agent Portal Server interface, select Settings. The Settings window is displayed. (See Figure 4-16)

2. In the ‘Winsock Local Port’ field, enter the local port number on the Agent Portal Server. This is the port to which the Agent Portal Client connects. The default setting for this port is 50000.

3. In the ‘MiTAI Reconnect Interval’ field, enter the number of seconds. This is the time interval between when the MiTAI connection to the PBX is broken and when the system attempts to reconnect. The default re-connection interval is 30 seconds.

4. Select Save.

Enabling system logging

System logging is set to disabled when you install Agent Portal. You can enable logging for the Agent Portal Server and client as well as logging for the MiTAI component on the server. Use the following procedure to specify the logging required for your system:

1. From the Agent Portal Server interface, select Settings. The Settings window is displayed. (See Figure 4-16)

20 Agent Portal Server

Figure 4-16 Settings window

2. Select the type of logging you wish to enable by selecting one of the following options:

• Server Logging: logs all the Agent Portal Server actions. These log files are stored in c:/Program Files/Mitel Networks/6140/Server/Logs/Server.

• Agent Logging: logs all the interaction between the Agent Portal Client and Server. These log files are stored in c:/Program Files/Mitel Networks/6140/Server/Logs/Agent.

• Mitai Logging: logs all MiTAI server actions. These log files are stored in c:/Program Files/Mitel Networks/6140/Server/Logs/MiTAI.

When you select one of these options, the logging is immediately enabled.

NOTE: When the logging option is on, large amounts of information is collected. To reduce unnecessary storage on your hard drive, set the logging option to ‘off’ unless you require the logs for system debugging purposes.

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