Mitel TASKE INSTALLATION INSTRUCTIONS

TASKE ToolBox

Installation Guide

Version 7.0

Microsoft© Windows Version for the

MITEL® SX-2000™ PBX

Printed in Canada.

TASKE is a registered trademark of TASKE Technology Inc.

Windows 95, Windows 98, Windows NT and Microsoft are trademarks of Microsoft Corporation.

MITEL and SX-2000 are trademarks, and ACD 2000 Telemarketer is a registered trademark of Mitel Corporation.

The TASKE Software License

1. GRANT OF LICENSE

TASKE Technology grants to you, the end user, the right to use one copy of the TASKE ToolBox

programs (the “SOFTWARE”) on a single terminal that is connected to a single computer (with a single CPU). You may not copy the SOFTWARE or otherwise use it on more than one computer or computer terminal at the same time UNLESS you have purchased a TASKE Network ToolBox, in which case you are limited to the number of simultaneous users as called for in your network license.

2. COPYRIGHT

The SOFTWARE is owned by TASKE and is protected by U.S. and Canadian copyright laws and

international treaty provisions. Therefore, you must treat the SOFTWARE like any other copyrighted material (such as a book or musical recording) EXCEPT that you may either a) make a copy of the SOFTWARE solely for backup or archival purposes or b) transfer the SOFTWARE to a single hard disk provided that you keep the original solely for backup or archival purposes.

3. OTHER RESTRICTIONS

You may not RENT or LEASE the SOFTWARE, but you may transfer the SOFTWARE with the

accompanying written materials on a permanent basis provided that you retain no copies and the recipient agrees to the terms of this Agreement. You may not reverse engineer, decompile or disassemble the SOFTWARE.

4. LIMITED WARRANTY

TASKE warrants that a) the SOFTWARE will perform substantially in accordance with the

accompanying printed materials for a period of 365 days from the date of receipt, and b) any hardware accompanying the SOFTWARE will be free of defects in materials and workmanship under normal use and service for 90 days from the date of receipt.

5. CUSTOMER REMEDIES

TASKE’S entire liability and your exclusive remedy shall be, at TASKE’S option, either a) return of

the price paid or b) repair and replacement of the SOFTWARE or hardware that does not meet TASKE’S Limited Warranty and which is returned to TASKE with a copy of the receipt of purchase. The Limited Warranty is VOID if failure of the SOFTWARE or hardware has resulted from accident, abuse or misapplication. Any replacement SOFTWARE will be warranted for the remainder of the original warranty period OR 30 days, whichever is longer.

6. NO OTHER WARRANTIES

TASKE disclaims all other warranties, either express or implied, including but not limited to implied

warranty of merchantability and fitness for a particular purpose, with respect to the SOFTWARE, the accompanying written materials, and any accompanying hardware.

7. NO LIABILITY FOR CONSEQUENTIAL DAMAGES

In no event shall TASKE or its suppliers be liable for any damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, or other pecuniary loss) arising out of the use or inability of this TASKE product, even if TASKE has been advised of such damages.

CHAPTER 1: INSTALLATION OVERVIEW..............................................................1

The TASKE Environment................................................................................................................................1

Network Considerations................................................................................................................................... 1

A Word about TCP/IP....................................................................................................................................1

CHAPTER 2: TASKE SOFTWARE LOCK AND LICENSING..................................3

Unlocking the TASKE Software.....................................................................................................................3

Software Lock Driver Software......................................................................................................................3

Software License Files...................................................................................................................................3

Registering Your Software.............................................................................................................................3

Upgrading TASKE Software..........................................................................................................................4

Downloading Files from the TASKE Web Site...............................................................................................4

CHAPTER 3: TOOLBOX INSTALLATION FOR SERVER ....................................... 5

Overview.......................................................................................................................................................5

Requirements.................................................................................................................................................5

Assumptions..................................................................................................................................................7

Hardware Installation......................................................................................................................................7

DigiBoard Installation....................................................................................................................................7

Software Lock Installation...............................................................................................................................8

ECP and EPP Parallel Ports ...........................................................................................................................8

Software Installation........................................................................................................................................9

Before You Begin..........................................................................................................................................9

If You are Upgrading .....................................................................................................................................9

Installing the TASKE ToolBox Server Software...........................................................................................10

CHAPTER 4: TOOLBOX INSTALLATION FOR SUPERVISOR/CLIENT............... 16

Overview.....................................................................................................................................................16

Requirements...............................................................................................................................................16

Assumptions................................................................................................................................................17

Software Installation......................................................................................................................................17

Before You Begin........................................................................................................................................17

If You are Upgrading ...................................................................................................................................17

Installing the TASKE ToolBox Client Software............................................................................................18

APPENDIX A: PBX PROGRAMMING....................................................................24

TASKE ToolBox PBX Configuration Overview ...........................................................................................24

MITEL SX-2000 Connectivity......................................................................................................................24

APPENDIX B: NETWORKING ISSUES................................................................. 25

Configuring Microsoft Software ....................................................................................................................25

Configuring a Parallel Port Under Windows 95............................................................................................25

Adding File & Printer Services under Windows 95/98..................................................................................26

Windows 95/98 Sharing and Permissions.....................................................................................................27

Windows NT Sharing and Permissions.........................................................................................................28

Mapping a Network Drive............................................................................................................................29

APPENDIX C: VOICE TOOLBOX PBX CONFIGURATION.................................... 30

Mitel SX-2000.............................................................................................................................................30

RAD Groups................................................................................................................................................30

RAD Programming ......................................................................................................................................30

Hunt Group Assignment Form .....................................................................................................................31

Path Assignment Form.................................................................................................................................31

Path Assignment Options.............................................................................................................................32

Installing Dialogic Boards .............................................................................................................................33

Installing ONS Ports from the PBX..............................................................................................................36

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Chapter 1: Installation Overview

This Installation guide provides instructions for installing the TASKE ToolBox software. And describes how to configure a TASKE Server and network connected PCs. You’ll find installation procedures specific to each type of install (server and supervisor/client).

This guide also contains detailed reference information about the Microsoft network environment and the interface to the host PBX system.

The TASKE Environment

The TASKE ToolBox may be installed in a client-server (network) configuration. In a network configuration, the TASKE system comprises a network server and one or more supervisor PCs. The installation procedures in this guide refer to the functional units in the TASKE environment as described below.

TASKE Server The TASKE Server is connected to the host PBX system. The TASKE ACD ToolBox (which includes the TASKE ACD Collector Information Server) collects raw PBX data and stores it in a format that can be shared by other TASKE programs.

When you install TASKE software, the ServerPath path refers to the location of TASKE data, regardless of whether it resides on the TASKE Server or on a network-connected file server.

TASKE Supervisor PC Although a TASKE Supervisor has all the functionality of a TASKE Server, it isn’t connected directly to the host PBX system. However, the ACD Collector program running on a TASKE Supervisor PC can share TASKE data through a network connection.

Network Considerations

The TASKE ACD ToolBox supports two types of networking software: Microsoft Networking (recommended) and Novell Netware. The installation procedures in this guide assume that you’re using Microsoft Networking  Windows 95, Windows 98, and Windows NT all come with Microsoft Networking services built into the operating system.

A Word about TCP/IP

The installation procedures in this guide also assume that TCP/IP is installed, configured, and working properly on all PCs in the TASKE network  the TASKE ACD ToolBox uses port number 5200 to communicate with other TASKE programs. Please verify that port 5200 isn’t being used on your network.

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If you have to test the operation of TCP/IP to ensure that it is working properly, try the following:

• At each of the PCs running TASKE Call Center Management Tools, 'ping

127.0.0.1', which is the local host address (referring to the machine that

you are sitting at). If this doesn’t work, reinstall and configure the local TCP/IP stack.

• At each PC having a network connection to the TASKE Server, ping the TASKE Server. If you can do this, TCP/IP should be working properly.

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Chapter 2: TASKE Software Lock and Licensing

The software described in this guide is provided under a license agreement with TASKE Technology, Inc. The software may be used or distributed only in accordance with the terms of your license agreement.

Unlocking the TASKE Software

TASKE Technology Inc. administers the legal use of TASKE software through software locks, Administration disks, and license files. This section explains how the software lock and license files work together.

Software Lock Driver Software

Windows 95, Windows 98, and Windows NT do not allow applications to communicate directly with the hardware of the machine. All requests must be done through the operating system and the drivers. Therefore, a driver must be installed in order for TASKE to communicate with the software lock. This driver (Sentinel) is copied to the TASKE Server automatically when you install the TASKE ToolBox.

When you install the TASKE ToolBox, you are prompted to specify a path (ExePath), which the computer will use to locate TASKE ToolBox programs and files. The Sentinel drivers for the software lock are copied into subdirectories of the directory you specify. By default, the installation script creates a target directory called “taske” on drive c: and copies the programs and files there. For example, if you accept c:\taske as the ExePath, the drivers for the software lock are copied to the c:\taske\Sentinel directory.

Software License Files

The TASKE ToolBox checks for the presence of two software license files in conjunction with the software lock to regulate the use of TASKE Software. The two files are called TASKELCK.INI and TASKELCK.LIS. The contents of these license files and the I.D. number that’s programmed into the software lock determine which software features and functions will be made available to you via the TASKE ToolBox.

License files are shipped on the Administration disk. When you install the TASKE ToolBox, the installation script prompts you for the location of these license files. Typically, you will only need to confirm the default path, a: (assuming drive a: is mapped to the floppy disk drive). The installation script copies the license files from the floppy disk to the TASKE Server automatically, saving them to the taske directory.

Registering Your Software

Please take a few minutes to complete and submit your registration card. Registering your software will allow you to qualify for free software upgrades. You will also be put on our mailing list so that you can stay informed of new releases and other important information related to TASKE Call Center Management Tools.

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Upgrading TASKE Software

If you are upgrading from a previous release of TASKE software, we recommend that you download the latest software from the TASKE web site (www.taske.com). The software is available in self-extracting, compressed-file format. You may download a single file (recommended if you have a fast connection to the Internet) or download a number of smaller compressed files one at a time (recommended if you have a slow or undependable connection).

After downloading the files, you will have to contact TASKE Technology Inc. for new license files. When you contact TASKE Technology Inc. for new licensing information, please have your software Lock Number on hand. New licensing information is provided electronically through email or on a new Administration disk through ground mail.

Tip: You are eligible to receive free upgrades if your TASKE software is under warranty. If your software warranty has expired, you must contact your dealer to renew your warranty before new license files can be provided.

If you receive new license files via email, copy the new files to a floppy disk  this disk will become your new Administration disk. The new disk will replace previous versions of the Administration disk. The new disk may be used with your existing software lock (dongle).

Downloading Files from the TASKE Web Site

To download and decompress files obtained from the TASKE web site:

1. Using your favorite web browser, go to the download area of the TASKE web site (www.taske.com).

2. Click the file that you would like to download. Your browser will prompt you to open or save the file.

3. Save the file to a temporary area on your computer’s hard disk. Your browser will start downloading the selected file.

4. If you are downloading several smaller files, repeat Step 3 until all the files you need have been downloaded.

5. Decompress the downloaded files: In the Windows Explorer, double-click each of the downloaded files one

at a time. This starts the self-extraction process. Several directories named Disk1, Disk2, Disk3, etc. will be created in the directory where your compressed files have been saved.

If you downloaded one file, you must run the WinZip program, in order to allow Winzip to create all of the subdirectories required for the TASKE ToolBox install to function properly. If you do not run the WinZip application to unzip the downloaded file, the unzip will fail.

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Chapter 3: ToolBox Installation for Server

Overview

This chapter describes the options and steps to follow while installing the TASKE server software on a computer running Windows 95, 98, or NT 4.0. The TASKE software can be installed from the TASKE Call Centre Management Tools CD-ROM or from files that have been downloaded from the TASKE web site.

After installing the TASKE ToolBox, certain file and directory access permissions must be properly configured for the TASKE software to communicate with the TASKE Server. You must:

• Set up directory sharing on the taske directory.

The following directories need to be shared on the TASKE Server. Note that not all of these directories will exist, depending on which server component you select to install.

• SiteData (stores all the PBX data, summaries, and database for the ACD Toolbox

Server)

• SignData (stores the database for the Wall Sign Server)

• VoiceData (stores the database and sound files for the Voice Server).

IMPORTANT: Ensure that all other programs are shut down before installing the TASKE software.

It is not possible to install this software without your licensing information. During the installation you are requested to insert a disk named License Info, or be able to provide the directory Path where this information resides.

If you are upgrading from version 3.10.XXX of the TASKE ACD ToolBox, the software converts these files to the PBX format. This procedure can take several hours depending on the quantity and size of PBX data files. However, the TASKE ACD Collector continues to collect records during the conversion process.

Please ensure your system has the necessary hardware configuration recommended by TASKE for use with the TASKE ACD ToolBox and Voice ToolBox applications.

Requirements

Please ensure your system has the necessary hardware configuration recommended by TASKE for use with the TASKE Toolbox and TASKE Voice Toolbox applications.

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TASKE ToolBox Hardware Requirements

Operating System Processor: IBM®PC, IBM PS/2 or 100% Compatible CPU Pentium II - 266 MHz (min) Required Software Windows 95, 98 or Windows NT 4.0 SP4

Internet Explorer 4.0 or later (required to view Online Help) Memory (RAM) 64 MB (min) Monitor Super VGA or Better Disk Space 4.0 GB (min) Floppy Drive 3.5” HDD Communications Ports 2 RS-232 Communications Ports (Co-Processor such as DIGIBOARD) Printer Ports 1 Parallel Printer Port Printer 1 Laser Printer Mouse Bus , serial, or PS/2 mouse Network Network Card with Winsock 1.1 compliant TCP/IP Stack

TASKE Voice ToolBox Hardware Requirements

TASKE ACD ToolBox Version 7 Required Software Windows 95, 98 or Windows NT 4.0 SP4

Internet Explorer 4.0 or later (required to view Online Help) RAM 64 MB Disk Space 4.0 GB Video Super VGA Monitor with PCI Video Card Network Network card with Winsock 1.1 compliant TCP/IP stack Computer Pentium II - 266MHz (min), 4 ISA slots Sound Card SoundBlaster or compatible (for Voice Config) Voice Card Dialogic D/41D,D/41H, Dialog/4 or D/41E (UK version) See Appendix C Floppy Drive 3.5 “ HDD Communication Ports 2 RS-232 communication ports Mouse Bus , serial, or PS/2 mouse Backup Power Supply Mini UPS (for Voice Machine only)

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Assumptions

The installation procedure assumes that:

• The host PBX system has been configured to support TASKE software (refer to

Appendix A)

• The host PBX system and the TASKE Server have been connected (refer to Appendix

If you are installing the TASKE software in a network environment (i.e. you are installing TASKE Call Center Management Tools on a number of network-connected computers), we additionally assume that the following software has been installed, configured, and tested on each PC:

• Microsoft file and printer sharing services

• TCP/IP network protocol services

If you are installing the TASKE database on a network-connected file server, we assume that:

• the file server has sufficient capacity for the TASKE database

• a logical network drive has been mapped to the file server (ServerPath directory) from

the TASKE Standalone PC or TASKE Server (see “Mapping a Network Drive” in Appendix B)

Hardware Installation

The hardware installation involves:

• Installing the DigiBoard serial communications card.

• Installing the TASKE Software Lock.

DigiBoard Installation

A Digi board is an intelligent serial communication card inserted into a spare slot on a PC's motherboard. TASKE recommends the use of Digi "smart cards" (ex. XE series) with the ACD ToolBox for the following reasons.

• they provides additional communication ports, without using system IRQs

• they have an onboard processor for buffering data

• they are supported by Windows For Workgroups, Windows 95, and Windows NT

To install a Digi board and its software drivers, please refer to the Digi installation guide provided by the manufacturer of the board.

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Software Lock Installation

The software lock is a blue adapter connected to the printer port on the TASKE machine and connected to the telephone switch. The male end of the software lock (the end with pins) connects to the parallel (printer) port on the back of the TASKE Server or Standalone machine.

If there is a printer already connected to the printer port on the PC, you must disconnect the printer, plug the software lock into the printer port, and plug the printer cable into the female end (end without pins) of the software lock. This setup is illustrated below.

Printer

Software Lock

Printer Cable

TASKE Machine

Important: The software lock (dongle) must remain connected to the TASKE Server as long as TASKE Call Center Management Tools are being used.

ECP and EPP Parallel Ports

The TASKE ToolBox requires a standard parallel port for the software lock to function properly. Most Pentium systems include an on-board, high performance Parallel Port configured through the system's CMOS settings. The following sections discuss the steps required to configure the hardware and operating system software as a standard parallel port.

Hardware Configuration

To disable extended bidirectional (i.e. ECP port) functionality and force the port to emulate a standard printer port, you must disable the ECP port functionality through the system's CMOS settings. Although each system is different, the option can usually be found under Chipset Features Setup or Peripherals Configuration. Ensure the Port Type or Port Mode is set to Normal, AT, or SPP. It should not be configured as ECP or EPP.

Note: If you require more information about configuring the port via CMOS settings, refer to the hardware documentation that came with your computer.

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Note: Configuring the hardware alone in Windows 95 may not enable the software lock to function properly. Configuring the Windows 95 operating system software may be required. For instructions about how to configure the parallel port under Windows 95, see Appendix B

Note: Bi-directional printers (such as the HP 5 Laserjet series) connected to the software lock can fool the operating system into thinking the lock is not present. In the event a bidirectional printer printer is connected to the TASKE Server, TASKE recommends that the bi-directional functionality of the printer be disabled.

Software Installation

Follow the procedure below to install TASKE ACD ToolBox software and the TASKE database from the TASKE Call Center Management Tools CD-ROM, or from files that have been downloaded from the TASKE web site.

Before You Begin

To ensure a successful, first-time installation, verify that the TASKE Server has at least 4 GB of free disk space on the target hard drive (for storing TASKE programs and TASKE data), and have the following items on hand:

• TASKE Call Center Management Tools CD-ROM, or decompressed files from the

TASKE web site.

• Administration floppy disk.

Important: The readme.txt file on the CD-ROM contains important, last-minute information about TASKE Call Center Management Tools. Before you start the installation procedure, please review the readme.txt file  it can be opened on the CD-ROM using a text editor.

If You are Upgrading

When you install the TASKE ToolBox, any existing program files are overwritten. Although the installation procedure has no effect on the TASKE database, it is a good idea to back up the data if you are about to upgrade from a previous release of TASKE ToolBox software.

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