Proprietary and Contents Section - Miteledocs.mitel.com/UG/AASTRA/TechDocs/Centergy/255103.pdf ·...

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Proprietary and Contents Section

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Aastra - 2551-003 iii

3rd Edition (June 25, 2008) © Copyright 2008 Aastra USA Inc. All rights reserved.

Information in this manual may change with product revisions. Aastra® may add features or enhancements to the product(s) and/or program(s) described in this manual at any time.

Technical Publications freezes the information in this manual based on the specified software and hardware releases. Publications writers incorporate such changes into newly released publication editions. Publications writers will incorporate any modifications provided to them after the publication release date into the next scheduled release of the publication.

Aastra furnishes the application described in this manual under a license agreement and customers may use or copy information in the manuals only in accordance with the terms of the agreement.

Contact Information Address any reader comments to:

Aastra Manager, Technical Training and Publications 2811 Internet Boulevard Frisco, TX 75034-1851

You may also send email to [email protected]

What to Expect when Contacting Company Technical Publications will email responses to customers within seven business days of the contact. Note that product support is not available through this email address. For product support, contact the Aastra Customer Service Center (CSC) at 1-800-729-1872. Aastra may use or distribute review comments and information without incurring obligation.

Trademarks and Acknowledgements Product registered trademarks and copyrights of the products included in this publication include Pointspan®, Centergy Virtual Contact Center®, and CVCC® as registered trademarks of Aastra USA Inc.

Windows Vista, Windows XP, Windows Server 2003, Internet Explorer 6.0, and Internet Explorer 7.0 are registered trademarks of Microsoft Corporation.

Apache is a trademark of The Apache Software Foundation.

JAVA is a registered trademark of Sun Microsystems, Inc. HASP®4 Time - Software Protection With a Real-Time Clock is a registered trademark of Aladdin Knowledge Systems Ltd.

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This publication identifies all other products or services mentioned herein by the trademarks, service marks, or product names designated by the companies that market those products. The companies producing these trademarks and registered trademarks control ownership of them. Make all inquiries concerning such trademarks directly to those companies.

Revision History The following represents the revision history of this publication:

Revision Number

Date Completed

Point of Contact

Description

003 06/25/2008 Aastra Re-brand to Aastra from Aastra Intecom.

002 01/25/2008 Aastra Intecom Inc. Version Release

001 10/11/2006 Aastra Intecom Inc. Initial release of this publication.

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Table of Contents

2nd Edition (January 25, 2008) ................................................................................... iii

Contact Information ....................................................Error! Bookmark not defined.

What to Expect when Contacting Company ...............Error! Bookmark not defined.

Trademarks and Acknowledgements ..........................................................................iii

Revision History.......................................................................................................... iv

About This Publication ......................................................................................................... xv

Overview .................................................................................................................... xv

Audience..................................................................................................................... xv

Organization ............................................................................................................... xv

Conventions Used In This Manual ............................................................................ xvi

References ................................................................................................................ xvii

Chapter 1 Install Centergy Virtual Contact Center Servers............................................... 1

CVCC Server Component List..................................................................................... 1

Order of Installation Guidelines ............................................................................ 1

Install CIS Server................................................................................................................ 5

Microsoft Data Access Component 2.8 (MDAC) ........................................................ 5

Install CVCC – CIS Server .......................................................................................... 6

Microsoft XML Parser ............................................................................................... 14

Microsoft XML Parser ............................................................................................... 14

Oracle Client .............................................................................................................. 17

Create New OAI Driver – Pointspan Platform........................................................... 25

Install Workflow Server.................................................................................................... 28

USB Hardware Sentry ................................................................................................ 32

ScramNet.................................................................................................................... 33

Install ScramNet Hardware and Software............................................................ 33

Change Registry Setting - No ScramNet Card Installed...................................... 34

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Install Audio Server / Media Server ................................................................................. 35

Microsoft Data Access Component 2.8 (MDAC) ...................................................... 36

Dialogic Boards – Pointspan Switch Platform only ................................................... 36

Install CVCC – Audio Server / Media Server ............................................................ 42

Configure Dialogic Board .......................................................................................... 47

Install VOS Sentinel Driver ....................................................................................... 51

Oracle Client .............................................................................................................. 54

Install Web Server ...................................................................................................... 61

Install IIS .................................................................................................................... 61

Add .ijs MIME Extension .......................................................................................... 63

Install JRE .................................................................................................................. 64

Install Apache Tomcat Jakarta – Web Server ............................................................ 65

Install CVCC – Web Server ....................................................................................... 68

Create File Share for CVCC Reports – Web Server .................................................. 76

Configure IIS (Secure and Non-Secure Site) ............................................................. 77

Create IIS Virtual Directory “Qualify” ...................................................................... 82

Redirection to URL .................................................................................................... 85

Install Database Server ..................................................................................................... 86

Install Oracle Database – Database Server................................................................. 86

Install CVCC – Database Server ................................................................................ 91

Database Install Scripts .............................................................................................. 96

Configure Initial Database ................................................................................... 96

Upgrade Database ................................................................................................ 97

Install Resource Files Server ............................................................................................ 98

Set Security Parameters.............................................................................................. 99

Install CVCC – Resource Files Server ..................................................................... 102

Install Reporting Server .................................................................................................. 107

Install CVCC on Reporting Server........................................................................... 107

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Configure IIS (Secure and Non-Secure Site) ........................................................... 112

Install Crystal Reports Developer XI ....................................................................... 116

Configure Reporting................................................................................................. 121

Allow Active Server Pages – Reporting Server................................................. 122

Configure IIS – Reporting Server ...................................................................... 122

Configure Reporting Server Website – Reporting Server ................................. 124

Install Recording Server ................................................................................................. 125

Install CVCC – Recording Server ............................................................................ 125

Install Tracing Server...................................................................................................... 130

CVCC Tools ................................................................................................................... 134

CVCC Small Office System Installation Sequence ........................................................ 138

Pointspan Switch Configuration ..................................................................................... 140

OAI........................................................................................................................... 140

Edit Hosts File ................................................................................................... 140

Create Communication Channels ...................................................................... 141

System Parameters SPAR ........................................................................................ 142

Modify Updateable System Parameters............................................................. 142

Call Center CLCN.................................................................................................... 143

Class Of Service CLOS............................................................................................ 143

User Group UGRP ................................................................................................... 143

User Group Parameters UGP.............................................................................143

First Digit Disposition - FDD ............................................................................ 144

Directory Number Allocation - DNA ................................................................ 144

Call Handling Parameters - CHP ....................................................................... 144

NPA Routing - NPA .......................................................................................... 144

Music Sources .......................................................................................................... 145

IVS Resources .......................................................................................................... 145

Trunk Groups ........................................................................................................... 145

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Create Trunk Groups ......................................................................................... 145

Configure Audio Server Trunk Groups ............................................................. 145

Cards......................................................................................................................... 146

ISDN Cards - CARD ......................................................................................... 146

Create T1 Cards ................................................................................................. 147

Prefix Digit Tables - PDT ........................................................................................ 148

Route Guides - ROUT.............................................................................................. 148

Route to Audio Servers (Dialogic Cards) .......................................................... 148

Outbound Routing.............................................................................................. 149

City Code Routing.................................................................................................... 149

Create City Code Route Table ........................................................................... 150

Modify the User Group’s International Direct Dial - IDD ................................ 150

Create ACD Queues ................................................................................................. 150

Create ANI Routing Queue................................................................................ 151

Create Call Guide for ANI Routing Queue........................................................ 151

Add a DNIS Routing Table to the User Group.................................................. 152

Create a Busyout Queue .................................................................................... 152

Create a Silence Queue ...................................................................................... 153

Create Ringing Queue........................................................................................ 153

Create Music Queues ......................................................................................... 153

Work At Home Stations ........................................................................................... 154

Create Button Template ..................................................................................... 154

Create a Phone ................................................................................................... 154

Create Agent IDs ............................................................................................... 155

Call Progress Tone Detection Group ................................................................. 156

IVS Phrase Configuration ........................................................................................ 156

Configure Pointspan Integrated Voice Controller Card..................................... 156

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Create Phrase Group .......................................................................................... 156

Create Integrated Voice Services Groups .......................................................... 157

Configure IVC Card........................................................................................... 158

Upload IVS Audio Files .................................................................................... 158

Idle Phrase Configuration .................................................................................. 158

Configure Critical Interlink Server .................................................................... 159

Load Balancing Requirements ................................................................................. 160

Chapter 2 Admin Interface ................................................................................................ 161

Admin Interface Overview ............................................................................................. 161

General Tab ....................................................................................................... 162

Server Tab.......................................................................................................... 164

System Miscellaneous........................................................................................ 166

Resources Tab.................................................................................................... 168

System Resource Counters Tab ......................................................................... 171

Audio Services Tab............................................................................................ 173

Tracing Tab........................................................................................................ 176

Audio Server Trunks Tab – Pointspan Switch Platform.................................... 178

Switch Tab – Pointspan Switch Platform .......................................................... 180

Switch Resources Tab – IP Switch Platform ..................................................... 184

Switch Routing Tab – IP Switch Platform......................................................... 186

Switch Audio Tab – IP Switch Platform............................................................ 188

Run Admin Interface ......................................................................................... 189

Chapter 3 CVCC System Start-Up .................................................................................... 193

Start the CVCC Application..................................................................................... 194

Stop the CVCC Application ..................................................................................... 196

Chapter 4 Maintenance....................................................................................................... 199

Services........................................................................................................................... 199

Client Servlets .......................................................................................................... 201

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Dependent Services .................................................................................................. 202

Stop the CVCC Application ..................................................................................... 202

Reboots..................................................................................................................... 202

USB License Sentry Updates ................................................................................... 202

Execute SecurityKeyModifier.exe – Command Window ........................................ 203

Add Additional Music on Hold Sources .................................................................. 205

Pointspan Switch Platform................................................................................. 205

Identify Audio Pilots Currently in Use ..............................................................205

IP Switch Platform............................................................................................. 206

Enter Music Source Names in Provisioning – Pointspan and IP Switch ........... 207

Customer Branding .................................................................................................. 209

Workflow Server ...................................................................................................... 210

Audio Server ............................................................................................................ 211

Apache Tomcat Servlet Maintenance....................................................................... 212

Deflect DNIS............................................................................................................ 213

Windows Event Viewer............................................................................................ 214

SysWatch.................................................................................................................. 214

SysWatch Setup ................................................................................................. 215

SysWatch Windows........................................................................................... 217

Server GUI......................................................................................................... 218

Create Domain Group........................................................................................ 218

Update Config.................................................................................................... 219

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List of Tables

Table 1. Order of Installation Guidelines 2

Table 2. Install MDAC – CIS Server 5

Table 3. Install CVCC – CIS Server – Pointspan and IP Platforms 6

Table 4. Install Microsoft XML Parser 14

Table 5. Install Oracle Client 17

Table 6. Create New OAI Driver (Application Server) 25

Table 7. Install Centergy Virtual Contact Center – Workflow Server 28

Table 8. Install ScramNet Drivers – Workflow Server 33

Table 9. Change Registry Setting – Workflow Server 34

Table 10. Install MDAC – Audio Server and Media Server 36

Table 11. Install Dialogic Software 5.1.1 – Audio Server – Pointspan Switch Only 36

Table 12. Install Dialogic Software 5.1.1 SP 1 – Audio Server – Pointspan 40

Table 13. Install CVCC – Audio Server 42

Table 14. Configure Dialogic Board – Pointspan Switch Platform Only 47

Table 15. Run VOS Sentinel Wizard – Pointspan Switch Platform Only 51

Table 16. Install Oracle 9.2 Client – Audio Server / Media Server 54

Table 17. Install IIS on Web Server 61

Table 18. Add .ijs MIME Extension – Web Server 63

Table 19. Install JRE – Web Server 64

Table 20. Install CVCC – Web Server 68

Table 21. Create and Configure ReportExports File Share – Web Server 76

Table 22. Add “Contact Center” Web Site – Web Server 77

Table 23. Configure “Contact Center” Web Site – Web Server 79

Table 24. Create and Configure Virtual Directory – Web Server 80

Table 25. Create IIS Virtual Directory “Qualify” – Web Server 82

Table 26. Redirection to URL – Web Server 85

Table 27. Install Oracle Database – Database Server 86

Table 28. Install CVCC – Database Server 91

Table 29. Run Database Install Scripts – Database Server 96

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Table 30. Upgrade Database – Database Server 97

Table 31. Set Security Parameters – Resource Files Server 99

Table 32. Install CVCC – Resource Files Server 102

Table 33. Install CVCC – Reporting Server 107

Table 34. Add “Contact Center” Web Site – Reporting Server 112

Table 35. Configure “Contact Center” Web Site – Reporting Server 113

Table 36. Create and Configure Virtual Directory – Reporting Server 114

Table 37. Install Crystal Reports Developer – Reporting Server 116

Table 38. Create and Configure ReportExports File Share – Reporting Server 121

Table 39. Allow Active Server Pages – Reporting Server 122

Table 40 Configure IIS – Reporting Server 122

Table 41. Configure Website – Reporting Server 124

Table 42. Install CVCC – Recording Server 125

Table 43. Install CVCC – Tracing Server 130

Table 44. Install CVCC Tools 134

Table 45. Small Office System Installation Sequence 138

Table 46. Admin Interface Overview – General Tab 163

Table 47. Admin Interface Overview – Server Tab 165

Table 48. Miscellaneous System Settings 167

Table 49. Admin Interface Overview – Resources Tab 169

Table 50. Admin Interface Overview – System Resource Counters Settings 172

Table 51. Admin Interface Overview – Audio Services Settings 174

Table 52. Admin Interface Overview – Tracing Server Settings 177

Table 53. Admin Interface Overview - Audio Server Trunks Tab – Pointspan 179

Table 54. Admin Interface Overview – Switch Settings 181

Table 55. Switch Resources – IP Switch 185

Table 56. Switch Routing Settings – IP Switch 187

Table 57. Switch Audio Tab – IP Switch 189

Table 58. Run Admin Interface 190

Table 59. Start-Up Order 193

Table 60. Start CVCC on Web Server 194

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Table 61. Start CVCC on Servers (excluding Web Server) 195

Table 62. Stop CVCC on Web Server 196

Table 63. Stop CVCC on Servers (excluding Web Server) 197

Table 64. CVCC Service Descriptions 199

Table 65. Execute SecurityKeyModifier.exe 203

Table 66. Configure Audio Pilot Range – Pointspan Switch Platform 206

Table 67. Add Music Sources in CVCC Provisioning 207

Table 68. Customer Branding - File Requirements 209

Table 69. Customer Branding CVCC 210

Table 70. Take Active Workflow Server Offline 210

Table 71. Take backup (inactive) Workflow Server Offline 210

Table 72. Bring Workflow Server Online 211

Table 73. Take Audio Server Offline 211

Table 74. Bring Audio Server Online 212

Table 75. Start Servlet 212

Table 76. Stop Servlet 212

Table 77. Run Deflect DNIS Utility 213

Table 78. Setup Server - SysWatch 215

Table 79. SysWatch Menu Commands 215

Table 80. Data Center and Alert Log Windows 217

Table 81. Server Status - Color Legend 218

Table 82. Run Update Config 219

Table 83. Dynamically Updated System Settings 219

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List of Figures

Figure 1. IVS Phrases - Admin Interface 160

Figure 2. Admin Interface Overview – General Tab 162

Figure 3. Admin Interface Overview – Server Tab 164

Figure 4. Admin Interface Overview – System Misc Tab 166

Figure 5. Admin Interface Overview – Resources Tab 168

Figure 6. Admin Interface Overview – System Resource Counters Tab 171

Figure 7. Admin Interface Overview – Audio Services Tab 173

Figure 8. Admin Interface Overview – Tracing Tab 176

Figure 9. Admin Interface Overview - Audio Server Trunks Tab - Pointspan 178

Figure 10. Admin Interface Overview – Switch Tab 180

Figure 11. Switch Resources Tab – IP Switch Platform only 184

Figure 12. Switch Routing Tab – IP Switch Platform only 186

Figure 13. Switch Audio Tab – IP Switch Platform 188

Figure 14. Switch Tab Audio Pilots – Pointspan Switch Platform 205

Figure 15. Switch Audio Tab – IP Switch Platform 206

Figure 16. SysWatch 214

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Centergy Virtual Contact Center Installation and Maintenance Guide

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About This Publication

Overview Centergy Virtual Contact Center® (CVCC®) brings world-class call center functionality to companies of all sizes.

The CVCC solution is available as either a hosted contact center, or a premises-based configuration. CVCC is scalable to thousands of agents and callers, and offers a carrier-grade multi-tenant solution. Virtual contact centers may be set up very rapidly, independent of where the agents reside globally.

For complete access to the CVCC features and functions, agents and supervisors need only a computer, an Internet connection, and a telephone capable of receiving a call. No other gateways, routers, or other devices are required.

CVCC includes skills-based voice routing, interactive voice response, computer telephony integration, quality monitoring/reporting, and extensive system diagnostics and reporting capabilities.

This document contains installation and configuration instructions as well as operations and maintenance information for the CVCC platform.

Audience System Administrators responsible for operations of the CVCC system and the associated switch are the targeted audience for this guide. Anyone in the enterprise wishing to gain an understanding of the services and components that make up the CVCC system will find this guide useful.

Organization This publication contains the following chapters.

Chapter, Topic Description

Chapter 1 Install Centergy Virtual Contact Center Servers

Installation procedures for all server types in the CVCC platform and Pointspan switch configuration

Chapter 2 Admin Interface66

Admin Interface overview and procedure to run Admin

Chapter 3 CVCC System Startup

Startup procedure

Chapter 4 Maintenance

Includes information regarding services and maintenance

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Conventions Used In This Manual This publication uses the following publication conventions to help you identify different types of information.

Convention Description Example

Angle brackets < >

Key names

Keys to press

Press <Enter> to accept the default value.

Bold text Characters to enter when referenced in a procedure; identifies buttons to click, keys to press, field names, or window titles

Click Next to begin installation.

The Centergy Virtual Contact Center Server Setup window displays.

(Italics) Explanatory text within a command sample

(Building Ports)

Provides supplemental information

The prompt may not display if …

Provides information to help you avoid possible damage to hardware or a system crash (without data loss)

Use case sensitive commands to keep from destroying…

Provides information to ensure that you avoid danger, death, or permanent damage to a system

DO NOT touch exposed wires.

Action column In a step/action/result table, contains an instruction

Type SPAR.

Result column In a step/action/result table, contains anything important that the action causes to happen

The console displays the new parameter values.

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References The following publications provide related information.

Publication Number Title Description

2489-nnn Pointspan IVC Card Features and Support

Provides information and procedures to implement and use the Integrated Voice Services (IVS) feature.

2513-nnn Pointspan System Database Administration

Provides procedures to setup and maintain the Pointspan system database; explains how to build and maintain the system database using the Administrative Software Package (ASP) interface (Man/Machine).

2516-nnn ASP (Man Machine) Command Reference Manual

Provides information about:

ACD

AGID

ARCT

BTNS

CLOS

FONE

SPAR

UGRP

2542-nnn Pointspan ACD Administration Procedures

Provides procedures to implement and control the Automatic Call Distribution (ACD) functionality of Pointspan switches, call center networks, and related equipment.

“nnn” represents the most current version of the document.

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Chapter 1 Install Centergy Virtual Contact Center Servers

This chapter includes procedures to install the Centergy Virtual Contact Center (CVCC) server components and Pointspan switch configuration guidelines. Based on your company’s business needs, install CVCC as a Small Office (single server) system, or distributed across separate servers for scalability and redundancy purposes.

After installing all server components, run the Admin tool on the CIS (Critical Interlink Server on the Pointspan platform, or Common Information Server on the IP platform.)

CVCC Server Component List • CIS Server

– Pointspan Switch Platform = Critical Interlink Server – IP Switch Platform = Common Information Server

• Audio Server / Media Server – Pointspan Switch Platform = Audio Server – IP Switch Platform = Media Server

• Workflow Server • Web Server • Database Server • Resource Files Server • Reporting Server • Recording Server • Tracing Server

In a distributed environment, you may configure CVCC with all server components installed on individual servers, or multiple server components installed on numerous single servers in various combinations. Your business needs determine the configuration of your distributed installation. The procedures outlined in this chapter are for a distributed installation with all server components installed on separate servers.

Order of Installation Guidelines

To assist with your installation, the Order of Installation Guidelines table lists all components required for each CVCC server component. Depending on your configuration, you may find it beneficial to follow the order described in this table and install each line item on the required server component as you progress through the list. This is helpful, for example, when installing the Oracle Client on the Critical Interlink Server (CIS); Oracle Server must be installed on the Database Server prior to installing the client on the CIS. If it is not, complete the Oracle Server installation on the Database server before completing the Oracle Client installation on the CIS.

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Table 1. Order of Installation Guidelines

# Components to Install, Run, or Configure C

ritic

al In

terli

nk

Serv

er/C

omm

on In

form

atio

n Se

rver

Wor

kflo

w S

erve

r

Aud

io S

erve

r/Med

ia S

erve

r

Web

Ser

ver

Dat

abas

e Se

rver

Res

ourc

e Fi

les

Serv

er

Rep

ortin

g Se

rver

Rec

ordi

ng S

erve

r

Com

plet

ed

1. OS - Operating System x x x x x x x x

2. OS Service Packs x x x x x x x x

3. IIS Windows Component x x

4. Anti-Virus Software x x x x x x x x

5. MDAC - Microsoft Data Access Component x x

6. JRE - Java Runtime Environment x

7. Apache TomCat (on existing systems, uninstall JRun if it exists) x

8. Dialogic Board and Driver x

9. Dialogic Driver Feature Pack x

10. CVCC Application (select applicable server components) x x x x x x x x

11. CVCC Tools x

12. VOS x

13. IIS Configuration x x

14. Create IIS Virtual Directory x

15. Redirect URL x

16. ScramNet (applies only to environments with multiple Workflow Servers) x

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# Components to Install, Run, or Configure C

ritic

al In

terli

nk

Serv

er/C

omm

on In

form

atio

n Se

rver

Wor

kflo

w S

erve

r

Aud

io S

erve

r/Med

ia S

erve

r

Web

Ser

ver

Dat

abas

e Se

rver

Res

ourc

e Fi

les

Serv

er

Rep

ortin

g Se

rver

Rec

ordi

ng S

erve

r

Com

plet

ed

17. Oracle Server x

18. Oracle Client x x

19. Crystal Reports Developer Edition x

20. Database Scripts x

21. Upgrade Database (verify if upgrades are needed before running upgrades) x

22. Configure Reporting x

23. Configure Switch

24. Configure OAI Driver x

25. Admin Tool (must be done after all server components are installed) x

• Prior to installation, verify that all servers are running Windows 2003 operating

system with Service Pack 1 and all hot fixes installed. Aastra recommends you install virus protection on all servers, and a time synchronization program in multiple server installations.

• A multiple Workflow Server environment requires ScramNet and Windows 2000 with service pack 4.

• Some components require that you gather information before proceeding with installation of that component. The required information, if applicable, is defined at the beginning of each installation section.

• There are small differences in the installation procedures between the Pointspan switch and IP switch environments when installing CVCC on the CIS server and running the Admin tool.

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• If installing a Small Office system, refer to CVCC Small Office Installation Sequence.

• Whether installing CVCC on individual servers or as a Small Office system, after installation is complete, run the Admin Interface on the Critical Interlink Server to complete the configuration. The Admin Interface enables you to configure and change settings for all CVCC server components (Critical Interlink Server, Workflow Server, Audio Server, Web Server, Database Server, Resource Files Server, Reporting Server). During installation, the CVCC Server Setup Install Shield stores registry values for the server component(s) installed on each server. Refer to Admin Interface for more information.

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Install CIS Server To install the CIS Server, do the following:

• Install Microsoft Data Access Component 2.8 (MDAC) • Install Centergy Virtual Contact Center • Install Oracle Client • Create New OAI Driver • CVCC Contact Center Tools (only required if this server runs Provisioning /

IFlow, SysWatch, or RecordingManager)

Required information before beginning installation:

• DB Service Name • CIS / Web Server / Reporting URL

Most installation components are on the CVCC installation disk; Oracle and Crystal are located on the manufacturer’s disks. If Microsoft .NET Framework 2.0 is not present on your system, visit the Download Center at www.microsoft.com. Microsoft .NET Framework 2.0 is required on the Critical Interlink Server, on any user’s PC who needs to login to Reporting or Self-Provisioning, and for agents using Agent Communicator for VoIP communication.

Microsoft Data Access Component 2.8 (MDAC) MDAC provides the Microsoft connection modules needed for connecting to databases such as Oracle.

Table 2. Install MDAC – CIS Server

Step Action

1. Double-click MDAC_typ.exe to launch the MDAC installation.

2. Check the Accept Terms check box; click Next.

3. Click Finish to begin installation.

4. Click Close to finish, or reboot if necessary.

If a reboot is necessary, the system prompts you.

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Install CVCC – CIS Server Before installing CVCC on the CIS Server (Critical Interlink Server on the Pointspan platform, Common Information Server on the IP platform), you need the Reporting server URL.

Table 3. Install CVCC – CIS Server – Pointspan and IP Platforms

Step Action Result

1. Double-click the Setup – CVCC Server n.n.n.n.exe.

The n represents the current version number.


2. Click Next. The Aastra License Agreement window displays.

3. Select I accept the terms of the license agreement radio button; click Next.

The Switch Platform window displays.

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Step Action Result

4. Select the desired platform; click Next. Select Application Files Location window displays.

5.

Click Next to accept the default application files location.

OR

Click Change to select a different folder; note the location for future reference.

The Select Log Files Location window displays.

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Step Action Result

6. Click Next to accept the default log files location.

OR

Click Change to select a different folder; note the location for future reference.

The Setup Type window displays. This window allows you to select the setup type, Custom or Small Office System.

Custom - install CVCC in Standard, Enterprise, or Carrier environment, and select the server components to install on the current server.

Small Office System - install all CVCC components on a single server.

7. If this is a custom installation, proceed to the next Step.

If this is a Small Office System installation, refer to CVCC Small Office System Installation Sequence.

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Step Action Result

8. Click Next. If installing on a Pointspan switch platform, the Critical Interlink Server Component Selection window displays.

If installing on an IP switch platform, the Common Information Server Component Selection window displays.

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Step Action Result

9. Select only the components you are installing on this server.

If installing on a Pointspan platform, the Critical Interlink Server Component Selection window displays.

If installing on an IP Switch platform, the Common Information Server Component Selection window displays.

CVCC selects the Tracing Server by default.

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Step Action Result

10. Click Next.

If the MSXML 6.0 Parser setup wizard displays, skip to Install Microsoft XML Parser. Complete the installation then proceed with the rest of this CVCC installation.

If installing on the Pointspan platform, the Ready to Copy Files window displays and lists the Components to install and File Locations under Current Settings.

11. Click Next. The CIS/Web Server window displays.

12. Enter the Reporting Server URL in the URL text box, such as reporting.aastra.com. DO NOT INCLUDE http:// or https://. Click Next.

The CIS/Web Server SSL Reporting Web Security window displays.

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Step Action Result

13. Select the applicable security type for your reporting web site. • SSL Security (https) • Unsecure (http) Click Next.

The Ready to Copy Files window displays and copies the applicable files based on the switch environment.

Pointspan switch platform, Critical Interlink Server:

IP switch platform, Common Information Server:

14. Verify the settings in the Current Settings list box are correct for the CVCC components you are installing; click Next.

If the Current Settings are incorrect, click either Back or Cancel, make your changes, then repeat this installation procedure.

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Step Action Result

15. Click Next. The Setup Status window displays and shows the status of the files being copied followed by the InstallShield Wizard Complete window indicating the CVCC installation is complete on this server.

16. Click Finish. The wizard closes.

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Microsoft XML Parser CVCC uses the Microsoft XML Parser to parse incoming messages for data the application needs and to prepare outgoing XML messages. When installing CVCC on the Web Server and Critical Interlink Server, if the CVCC installation wizard detects that the Microsoft XML Parser included with your operating system is not current, a wizard launches for you to install the updated version (this is a free Microsoft download). After installing the update, continue with the CVCC installation.

Table 4. Install Microsoft XML Parser

Step Action Result

1. Select Yes, please install these products now radio button; click Next.

The MSXML 6.0 Parser Setup Welcome window displays.

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Step Action Result

2. Click Next. The License Agreement window displays.

3. Select the I accept the terms in the license agreement radio button; click Next.

The Registration Information window displays.

4. Enter Name and Company information; click Next.

Ready to Install the Program window displays.

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Step Action Result

5. Click Install. The status window displays followed by the completion window.

6. Click Finish then return to CVCC Installation on the applicable server component: • CIS Server / Common Information

Server • Web Server

Microsoft XML parser installation is complete.

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Oracle Client In this section, you will install the Oracle client. Before installing the Oracle Client, verify the Database Server installation is complete.

Table 5. Install Oracle Client

Step Action Result

1. Launch the Oracle Universal Installer; click on Install/Deinstall Products.

Welcome window displays.

2. Click Next. File Locations window displays.

3. Verify the File Locations; click Next. Available Products window displays.

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Step Action Result

4. Select the Oracle9i Client 9.2.0.1.0 radio button; click Next.

Installation Types window displays.

5. Select Runtime radio button; click Next.

Summary window displays.

6. Click Install. Install window displays.

Disk Location box displays and prompts you to insert the Oracle9i disk 2.

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Step Action Result

7. Insert disk 2; click OK.

Install window displays.

8. Click Next when installation completes.

Oracle Net Configuration Assistant displays.

9. Select the No, I will create net service names myself. The Assistant will help me create one now radio button.

Oracle Net Configuration Assistant: Net Service Name Configuration, Database Version window displays.

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Step Action Result

10. Select Oracle8i or later database or service radio button.

Oracle Net Configuration Assistant: Net Service Name Configuration, Service Name window displays.

11. Type the database’s Service Name; click Next.

The Service Name entered here becomes the default Net Service Name provided later in this procedure.

Oracle Net Configuration Assistant: Net Service Name Configuration, Select Protocols window displays.

12. Select TCP; click Next. Oracle Net Configuration Assistant: Net Service Name Configuration, TCP/IP Protocol window displays.

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Step Action Result

13. Enter the Host name of the database server as entered during the Oracle Server installation.

Select Use the standard port number of 1521 radio button.

Click Next.

Oracle Net Configuration Assistant: Test window displays.

14. Select Yes, perform a test radio button; click Next.

The test attempts connecting to Oracle Server installed on the Database Server.

Test runs and results display in the Oracle Net Configuration Assistant: Net Service Name Configuration, Connecting window.

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Step Action Result

If test fails, verify that Oracle Server is installed on the Database Server then click Change Login on the Oracle Net Configuration Assistant: Net Service Name Configuration, Connecting window then proceed to the next St

Change Login box displays.

15.

If test succeeds, proceed to Step 17.66 Oracle Net Configuration Assistant: Net Service Name Configuration, Connecting window displays test results.

16. Type Username and Password; click OK on Change Login box; repeat Step 14.

Oracle Net Configuration Assistant: Net Service Name Configuration, Connecting window displays test results.

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Step Action Result

17. If the test results are successful, click Next.

Oracle Net Configuration Assistant: Net Service Name Configuration, Net Service Name window displays.

18. Either accept the Net Configuration Assistant default net service name, or enter the appropriate name in the Net Service Name text box; click Next.

Oracle Net Configuration Assistant: Net Service Name Configuration, Another Net Service Name? window displays.

19. Select the No radio button; click Next. Oracle Net Configuration Assistant: Net Service Name Configuration Done window displays.

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Step Action Result

20. Click Next. Oracle Net Configuration Assistant: Done window displays.

21. Click Finish. Exit box displays.

22. Click Yes. Oracle9i installation is complete.

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Create New OAI Driver – Pointspan Platform Create an OAI driver to allow communication between the CVCC SIM (Switch Interface Manager) process and the Pointspan switch. Obtain the Primary Switch IP address before beginning; contact CSC at 1-800-729-1872 for assistance.

Table 6. Create New OAI Driver (Application Server)

Step Action Result

1. Select Start>All Programs>Contact Center Server>Pointspan DCP.

OAI Driver Control Program window displays.

2. Select File > New File | New window displays.

3. Type the driver name in the Enter Driver Name text box; click OK.

• Record the OAI driver name for use

in the Admin Tool on the Switch tab. Aastra recommends CVCCDRV as the OAI driver name.

• TCP/IP remains selected.

Edit | Driver Configuration window displays.

4. Determine the number of NIC cards involved and their purpose.

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Step Action Result

5. Type the Switch Location IP address and accept default Port (8160).

6. Select the following radio buttons under Service Setup Parameters: • Driver Operation Upon Start:

(Restart Driver If Previously In Operation)

• Driver Shutdown Option On Service Termination: (Stop This Driver When Service Stops)

• Driver Shutdown Option by Customer’s OAI Application: (Allow Shutdown Of Driver By Customer’s OAI Application)

Set Restart Wait Timer: at 5 Seconds

Select the Not Monitored By Service radio button.

7. Accept the Driver Setup Parameters default values.

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Step Action Result

8. Confirm the IP address in the System Defined Addresses drop down list under the Local IP Address section is the address for the server that communicates with the switch. (If there are multiple IP addresses on the Application server, choose the IP address facing the switch side subnet.)

9. If your environment requires a dynamic IP address (one that does not appear in the System Defined Addresses drop down list) proceed to Step 10, otherwise proceed to Step 11.

10. • Check the Driver use this as Local Address (address dynamically assigned externally) checkbox to define the dynamic IP address before it is defined in the system.

• Type the dynamic IP address in the text box.

11. Click OK.

12. Close the OAI Driver Control Program window.

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Install Workflow Server To install the Workflow Server, do the following:

• Install Centergy Virtual Contact Center • Install USB Sentry • ScramNet

– Install ScramNet and ScramNet Drivers (applies only when multiple Workflow servers are present) OR

– Change Registry Setting if no ScramNet Card

Most installation components are on the CVCC installation disk with the exception of Oracle and Crystal, which are located on the manufacturer’s disks.

Table 7. Install Centergy Virtual Contact Center – Workflow Server

Step Action Result

1. Double-click the Setup - CVCC Server n.n.n.n.exe.




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Step Action Result



4. Select the desired platform; click Next. The Select Application Files Location window displays.

5. Click Next to accept the default folder location.

OR

Click Change to select a different folder to store the application files, and select the desired folder; note the location for future reference.


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Step Action Result

6. Click Next to accept the folder location.




7. If this is a custom installation, proceed to Step 7.


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Step Action Result

8. Click Next. The Centergy Virtual Contact Center Component Selection window displays.


The Tracing Server is selected by default.

10. Click Next.

The Ready to Copy Files window displays and lists the Components to install and File Locations under Current Settings.

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Step Action Result

11. Click Next. The Setup Status window displays and shows the status of the files being copied, followed by the InstallShield Wizard Complete window indicating the CVCC installation is complete on this server.

12. Click Finish. The CVCC installation on the Workflow Server is complete.

USB Hardware Sentry During the Workflow Server installation, the Install Shield also installed the software sentry driver that allows the application to retrieve licensing information from the USB Sentry.

The USB hardware sentry contains the license information. Install the USB hardware sentry in one of the USB slots on the Workflow Server. The USB Software Sentry enforces CVCC system licensing. The system frequently verifies the existence of the USB Sentry to enforce system licensing and requires the USB Sentry to remain connected to the application server at all times.

In the event you need to load new licensing data, see Execute Security Modifier.

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ScramNet

Install ScramNet Hardware and Software

If installing ScramNet for workflow redundancy, the first step is to install the ScramNet hardware. After ScramNet installation is complete, install the drivers for the hardware. See ScramNet Documentation for complete instructions.

The first time you boot a server with new ScramNet hardware in place, you may see a notification that new hardware was found.

Table 8. Install ScramNet Drivers – Workflow Server

Step Action Result

1. Double-click Setup.exe Systran window displays.

2. Click Next. Welcome window displays.

3. Click Yes to accept the license agreement.

Readme Information window displays.

4. Click Next. Destination Location window displays.

5. Accept the default Destination Location; click Next.

Setup window displays.

6. Select Typical; click Next. Select Program Folder window displays.

7. Click Next. Start Copying Files window displays.

8. Click Next. Information window displays.

9. Click Next.

Do not be alarmed if you get a message saying that there was a failure self registering the mfc043d.dll

Installation completes and WINInst window displays.

10. Select Install.

11. Click Edit Registry Settings button to set the mode. Each workflow server must have its own node ID that must start with 0 (master node) and increase sequentially.

12. Close the window.

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Change Registry Setting - No ScramNet Card Installed

If your configuration is not using ScramNet, change the following registry setting so the system uses a local memory map for recovery instead of looking for a ScramNet card on the Workflow server.

Table 9. Change Registry Setting – Workflow Server

Step Action Result

1. Select Start>Run, type regedit, click OK to open the Registry Editor window.

2. Select HKEY_LOCAL_MACHINE> SOFTWARE>ContactCenter>Common>NetworkMemory.

3. Right-click on nNetMemBypass. The Edit DWORD Value box displays.

4. Change Value data to 1; click OK.

5. Close the Registry Editor.

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Install Audio Server / Media Server If your platform is the Pointspan Switch, install the Audio Server. If your platform is the IP Switch, install the Media Server. Some procedures in this section are specific to the Pointspan platform and are marked as such.

Before installing software on the Audio Server (Pointspan platform), install all Dialogic boards. Each Dialogic board must have a different ID number; configure the Dialogic boards prior to software installation.

To install the Audio Server, do the following:

• Install Microsoft Data Access Component 2.8 • Verify Dialogic boards are installed (Pointspan only) • Install Dialogic Software (Pointspan only) • Install Dialogic Service Pack (Pointspan only) • Install Centergy Virtual Contact Center • Configure Dialogic board(s) (Pointspan only) • Run VOS Sentinel (Pointspan only) • Install Oracle Client


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Microsoft Data Access Component 2.8 (MDAC) MDAC provides the Microsoft connection modules needed for connecting to databases such as Oracle. Install MDAC on both Pointspan and IP switch platforms.

Table 10. Install MDAC – Audio Server and Media Server

Step Action

1. Double-click MDAC_type.exe to launch the MDAC installation.

2. Check the Accept Terms check box; click Next.

3. Click Finish to begin installation.

4. Click Close to finish, or reboot if necessary.

If a reboot is necessary, the system prompts you.

Dialogic Boards – Pointspan Switch Platform only Before installing the Dialogic software, verify the Dialogic boards are installed.

Table 11. Install Dialogic Software 5.1.1 – Audio Server – Pointspan Switch Only

Step Action Result

1. Double-click setup.exe. Welcome to Setup window displays.

2. Click Next. The Release Guide window displays.

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Step Action Result

3. Click No to advance to the License Agreement.

Click Yes to read the Release Guide.

License Agreement window displays.

4. Click Yes to accept the License Agreement.

Registration window displays.

5. Type user Name and Company name in the appropriate text boxes; click Next.

The Setup Options window displays.

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Step Action Result

6. Select the COMPACT option; click Next.

7. Click Next to accept the default location or click Browse to select a different location.

8. Click Next to accept the shortcut folder location.

The Setup Options Summary window displays.

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Step Action Result

9. Verify the selected installation options shown in the Current Settings box. Click Next to continue.

To revise the selected options, click Back.

The Please Make Your Selection Now window displays.

10. Deselect View Release Guide. Select Run Board Configuration (DCM) Click Next.

The Computer Name dialog box displays.

11. Click Cancel.

See Configure Dialogic Board for more information.

The Setup Complete window displays.

12. Select Yes, I want to restart my computer now; click Finish.

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Table 12. Install Dialogic Software 5.1.1 SP 1 – Audio Server – Pointspan

Step Action Result

1. Double-click setup.exe. Welcome to Setup window displays.

2. Click Next on the Welcome window.

License Agreement window displays.

3. Click Yes to accept the License Agreement.

Customer Information window displays.

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Step Action Result

4. Type User Name and Company Name in the appropriate text boxes; click Next.

The Setup Status window displays and installation begins.

Installation completes; the InstallShield Wizard Complete window displays.

5. Select Yes, I want to restart my

computer now radio button; click Finish to restart.

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Install CVCC – Audio Server / Media Server

Table 13. Install CVCC – Audio Server

Step Action Result




2. Click Next. The Aastra License Agreement window

displays.

3. Select I accept the terms of the

license agreement radio button; click Next.


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Step Action Result

4. Select the desired platform; click Next.

The Select Application Files Location window displays.

5. Click Next to accept the default

folder location.

OR



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Step Action Result





7. If this is a custom installation,

proceed to Step 8.


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Step Action Result


Pointspan Switch Platform:

IP Switch Platform:

9. Select only the components you are

installing on this server.


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Step Action Result

10. Click Next. The Ready to Copy Files window displays and lists the Components to be installed and File Locations under Current Settings.

Pointspan Switch Platform:

IP Switch Platform:

11. Click Next. The Setup Status window displays the

status of the files being copied, followed by the InstallShield Wizard Complete window indicating the CVCC installation is complete on this server.

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Step Action Result

12. Select the Yes, I want to restart my computer now radio button; click Finish.

The CVCC installation is complete on this server.

Configure Dialogic Board In this section run the Dialogic Configuration Manager (DCM) to configure the installed Dialogic board(s). Run the DCM for each installed Dialogic board.

Install CVCC before configuring Dialogic board.

Table 14. Configure Dialogic Board – Pointspan Switch Platform Only

Step Action Result

1. Select Start>All Programs>Intel Dialogic System Software> Configuration Manager - DCM.

If this is the first time DCM launches, the Computer Name dialog box displays.

Otherwise, the Intel Dialogic Configuration Manager (DCM) window displays.

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Step Action Result

2. If this is the first time you launch DCM, proceed to Step 3.

OR

If this is not the first time you launch DCM, proceed to Step 4.

3. Select the applicable option button for the computer you are configuring • Local (select Local in most

cases) • Remote

Click Connect then proceed to Step 4.

The firmware loads and the Intel Dialogic Configuration Manager (DCM) window displays.

4. Double-click a Dialogic board. Board Properties window opens.

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Step Action Result

5. For each installed Dialogic board do the following:

Select Misc Tab • Select ParameterFile • Select the Value text box in the

Edit frame, type spandti-d4b8zs.PRM

This file was added to the installed Dialogic directory during the CVCC installation.

The ParameterFile Value displays the updated PRM value.

6. Click OK. The DCM window displays.

• Double-click TDM Bus 0 − Select TDM Bus Type

(User Defined) − Select Scbus from the Value

dropdown menu in the Edit frame

− Click Apply − Select Derive Primary

Clock From (User Defined) − Select Frontend_1 from the

Value dropdown menu in the Edit frame

DCM Properties for Bus-0 window displays.

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Step Action Result

Click OK. The DCM window displays.

7. Select Service>Startup Mode>Automatic from the toolbar menu.

Dialogic board configuration is complete.

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Install VOS Sentinel Driver The VOS Sentinel Driver works with the license sentry for the VOS subsystem.

Table 15. Run VOS Sentinel Wizard – Pointspan Switch Platform Only

Step Action Result

1. Double-click SSD5411-32bit.exe (the VOS Sentinel).

Sentinel System Driver Install Shield Wizard displays.

2. Click Next. License Agreement window displays.

3. Select Accept radio button. Destination Folder window displays.

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Step Action Result

4. Click Next to accept the destination.

Setup Type window displays.

5. Select Complete and click Next. Ready to Install Program window displays.

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Step Action Result

6. Click Install. Installing Sentinel System Driver window displays, system driver installs.

InstallShield Wizard Completed window displays.

7. Click Finish.

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Oracle Client

Table 16. Install Oracle 9.2 Client – Audio Server / Media Server

Step Action Result

1. Launch the oracle Universal Installer. Welcome window displays.


3. Verify the File Locations; click Next. Available Products window displays.

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Step Action Result

4. Select the Oracle9i Client 9.2.0.1.0 radio button; click Next.

Installation Types window displays.

5. Select Runtime radio button; click Next.


6. Click Install. Install window displays.

7. Click Next when installation completes.

Disk Location box displays.

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Step Action Result

8. Insert Oracle9i disk 2; click OK. Oracle Net Configuration Assistant displays.

9. Select the No, I will create net service names myself. The Assistant will help me create one now radio button.

Oracle Net Configuration Assistant: Net Service Name Configuration, Database Version window displays.

10. Select Oracle8i or later database or service radio button.

Oracle Net Configuration Assistant: Net Service Name Configuration, Service Name window displays.

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Step Action Result

11. Type the database’s Service Name; click Next.

The Service Name entered here becomes the default Net Service Name provided later in this procedure.

Oracle Net Configuration Assistant: Net Service Name Configuration, Select Protocols window displays.

12. Select TCP; click Next. Oracle Net Configuration Assistant: Net Service Name Configuration, TCP/IP Protocol window displays.

13. Select Use the standard port number of 1521 radio button.

Oracle Net Configuration Assistant: Test window displays.

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Step Action Result

14. Select Yes, perform a test radio button; click Next.

Test runs and results display in the Oracle Net Configuration Assistant: Net Service Name Configuration, Connecting window.

15. If the test is unsuccessful, click Change Login.

Change Login box displays.

16. Enter Username and Password; click

OK. Oracle Net Configuration Assistant: Net Service Name Configuration, Connecting window displays test results.

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Step Action Result

17. If the test results are successful, click Next.

Oracle Net Configuration Assistant: Net Service Name Configuration, Net Service Name window displays.

18. Either accept the Net Configuration Assistant default net service name or enter the appropriate name in the Net Service Name text box; click Next.

Oracle Net Configuration Assistant: Net Service Name Configuration, Another Net Service Name? window displays.

19. Select the No radio button; click Next.

Oracle Net Configuration Assistant: Net Service Name Configuration Done window displays.

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Step Action Result

20. Click Next. Oracle Net Configuration Assistant: Welcome window displays.

21. Select Local Net Service Name configuration radio button; click Next.

Oracle Net Configuration Assistant: End of Installation window displays.

22. Click Exit. Exit box displays.

23. Click Yes. Oracle9i installation is complete.

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Install Web Server To install the Web Server, do the following in this order:

• IIS (Internet Information Services) – Verify IIS is installed and enabled – Install and enable IIS if necessary – Add .ijs MIME Extension (Microsoft Windows Server 2003 Server only)

• Install JRE • Install Apache Tomcat Jakarta • Install Centergy Virtual Contact Center • Create Shared Folder – CVCC Reports • Configure IIS

– Add new Contact Center website – Configure new Contact Center website – Create and Configure Virtual Directory – Create II Virtual Directory “Qualify” – Redirection to URL


Install IIS

Table 17. Install IIS on Web Server

Step Action Result

1. Insert Microsoft Windows Server 2003 CD then go to Start > My Computer > Add/Remove Programs.

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Step Action Result

2. Click Add/Remove Windows Components.

The Windows Components Wizard window launches.

3. Select Application Server; click Details.

The Application Server window launches.

4. Ensure that Internet Information Services (IIS) is checked; click OK.

5. Click Finish. Installation is complete.

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Add .ijs MIME Extension Verify IIS is installed and enabled. If the Web Server’s operating system is Microsoft Windows Server 2003, add .ijs MIME extension to enable the system to read .IJS file types.

Table 18. Add .ijs MIME Extension – Web Server

Step Action

1. Open the IIS Microsoft Manager window, right-click the local computer name.

2. Click Properties.

3. Click MIME types.

4. Click New.

5. Type the file name extension .ijs in the Extension text box.

6. Type application/octet-stream in the MIME Type text box.

7. Click OK.

8. Click OK.

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Install JRE Java run time environment (JRE) software allows communication between Apache Tomcat Jakarta and the CVCC application.

Table 19. Install JRE – Web Server

Step Action Result

1. Double click the jre*.exe.

The * represents the current version number such as j2re-1.4.2.05-win.exe.

Installation begins. The installation extracts several files. License Agreement window displays.

2. Click Accept. JRE installation begins. The Installation

Completed window displays on completion.

3. Click Finish. Installation completes and exits.

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Install Apache Tomcat Jakarta – Web Server Step Action Result

1. Stop World Wide Web Publishing service.

2. Double-click Apache-tomcat-5.n.n.exe to launch the setup wizard.

The n represents the current versions number such as 5.5.17.


3. Click Next. Apache License Agreement displays.

4. Click I Agree. Choose Components window displays.

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Step Action Result

5. Select Minimum from the drop-down list; click Next.

Choose Install Location window displays.

6. Click Next to accept the default Destination Folder.

If you browse to select a different Destination Folder, please note the folder name for use during the Configure Tomcat procedure. This information is needed during the IIS Configuration.

Configuration window displays.

7. • Enter the Connector Port number, Administrator User Name, and Password used to access Tomcat via the web

• Document the Administrator User Name, and Password for later use.

• Click Next.

Java Virtual Machine window displays.

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Step Action Result

8. Accept the Java Virtual Machine path selection or click the ellipsis to select a different path; click Install.

Completion window displays.

9. Uncheck the Run Apache Tomcat and Show Readme check boxes; click Finish.

10. Go to Windows Services, select Apache, right-click to select Properties, select Automatic service radio button.

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Install CVCC – Web Server Before you install CVCC on the Web Server, gather the following required information:

• Web Domain URL: The URL for the Contact Center Web Domain. • Web Domain Security: Security setting for the Contact Center Web Domain:

secure (https) or unsecure (http). • Reporting Domain URL: The URL for the Reporting Server Web Domain. • Reporting Domain Security: Security setting for the Reporting Server Web

Domain: secure (https) or unsecure (http). • Workflow Servers: The number of Workflow Servers in the system. • Workflow Server Hostnames: The hostname of each Workflow Server. • Critical Interlink Server Hostname: The Hostname of the Critical Interlink

Server.

When installing a Small Office system (single server environment), the Web Server installation requires only the following Web Domain information:

• Web Domain URL: The URL for the Contact Center Web Domain. • Web Domain Security: Security setting for the Contact Center Web Domain:

secure (https) or unsecure (http).

Table 20. Install CVCC – Web Server

Step Action Result




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Step Action Result





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Step Action Result


OR







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Step Action Result






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Step Action Result

10. Click Next. The Required Information window displays and lists the information you must have available to continue with the CVCC installation.

If the MSXML 6.0 Parser setup wizard displays, follow the Install Microsoft XML Parser procedure then proceed with the rest of this CVCC installation

11. Click Next. The Web Server Domain URL window displays.

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Step Action Result

12. Type the URL agents use to access the CVCC application in the URL textbox; click Next.

Do not type http:// at the beginning of your URL, the wizard adds this automatically.

The SSL Web Security window displays.

13. Choose whether CVCC will run under a secure SSL web site or an unsecured web site, click Next.

Contact the Customer Support Center (CSC) at 800-729-1872 for further assistance.

The Web Server – Number of Installed Workflow Servers window displays.

14. Select the radio button that corresponds with the number of installed Workflow Servers; click Next.

The Web Server – Workflow Server Hostnames window displays.

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Step Action Result

15. Verify the Workflow Server hostname displayed in the WServer n text box, modify if necessary; click Next.

Repeat this step for each installed Workflow Server.

n represents the Workflow Server number.

The Web Server – Critical Interlink Server Hostname window displays.

16. Verify the Critical Interlink Server hostname displayed in the CIS Server text box, modify if necessary; click Next.

The Web Server – Reporting Server URL window displays.

17. Verify the Reporting Server URL displayed in the URL text box, modify if necessary; click Next.

The Web Server – SSL Reporting Web Security window displays.

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Step Action Result

18. Select one of the following radio buttons:

• This web site uses SSL security (https) if the reporting web site is secure

OR • This web site is unsecure (http) if

the reporting web site is unsecure.

Click Next.

Contact the Customer Support Center (CSC) at 800-729-1872 for further assistance.

The Ready to Copy Files window displays and lists the Components being installed and File Locations under Current Settings.


20. Click Finish. The CVCC installation on the Web Server is complete.

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Create File Share for CVCC Reports – Web Server This procedure creates the file share where the Reporting Server sends reports for the main Web Server to pick up and display. See Configure Reporting for more information.

Table 21. Create and Configure ReportExports File Share – Web Server

Step Action Result

1. Open Windows Explorer by selecting Start>All Programs> Accessories>Windows Explorer.

My Documents window appears.

2. Expand the server name and drill down to the ReportExports folder located by default at C:\Inetpub\wwwroot\ContactCenter\WebAgent\ReportExports.

If you changed the installation directory of the CVCC website, the ReportExports folder is located in that directory.

3. Right-click on the ReportExports folder and select Sharing and Security…

The WebAgent Properties window appears.

4. Select the Share this folder radio button.

5. Name the share ReportExports.

6. Click the Permissions button. The Permissions for ReportExports window appears.

7. Select Everyone group then click Remove.

8. Click Add. Enter the name of the domain account created for CVCC.

9. Click Check names to verify the account; click OK.

10. Click OK.

11. Give the CVCC account Change and Read access; click OK.

12. Click the Security tab.

13. Click Add then enter the name of the domain account created for CVCC.

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Step Action Result

14. Click Check names to verify the account. Click OK.

15. Click OK.

16. Give the CVCC account Write access; click OK.

Configure IIS (Secure and Non-Secure Site) The CVCC installation queries whether this installation is secure (SSL) or non-secure. If this is a secure web site, a valid SSL certificate is required to complete the IIS Configuration.

• Add new Web Site • Configure new Web Site • Create new virtual directory for this web site and its alias • Set access levels for the new virtual directory

Table 22. Add “Contact Center” Web Site – Web Server

Step Action Result

1. Select Start>All Programs> Administrative Tools>Internet Services Manager.

Internet Information Services (IIS) Manager displays.

2. Expand the server name. A list of folders displays.

3. Right-click on Application Pools folder, select New>Application Pool.

The Add New Application Pool window displays.

4. Rename Application Pool as CVCC; click OK.

The IIS Manager window returns.

5. Expand the Web Sites folder. The web sites available on this server display.

6. Right-click on the Web Sites folder, select New > Web Site (from file).

If creating a Secure site, a valid SSL certificate is required to complete the IIS Configuration.

The Import Configuration window displays.

7. Click Browse button, locate and select the CVCC.xml file from the directory where CVCC is installed; click Open.

The Import Configuration window displays again.

8. Click the Read File button. The Location window populates with ContactCenter.

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Step Action Result

9. Select Contact Center; click OK. The IIS Manager window returns and includes the new Contact Center web site.

10. Right-click on Contact Center web site and select Properties

The Contact Center Properties window displays.

11. Select the Web Site tab; in the Web site identification frame Enter Contact Center in the Description field. Select this web site’s dedicated IP address from the drop down list. Enter the port this web site uses:

− Non-secure Site, enter 80 − Secure Site (SSL), enter 443

Secure sites require a valid SSL certificate is to complete the IIS Configuration.

Accept all defaults in the Connections and Enable logging frames as shown in the Result column. Click OK.

12. Select the Directory Security tab; click Edit in the Authentication and access control frame.

The Authentication Methods window displays.

13. Check the Enable anonymous access checkbox, enter the internet user guest account name, and password as shown in Result column.

14. Click OK. The IIS Manager window displays.

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Step Action Result

15. Right-click on the Web Service Extensions folder.

16. Click Add a new web service extension.

The New Web Service Extension window displays.

17. Type Jakarta-Tomcat in the Extension name field; click Add

The Add File window displays.

18. • Click Browse, locate and select the isapi_redirect.dll. The default location is in the “Bin” folder under C:\Program Files\Apache Software Foundation\Tomcat 5.5.

• Check the box labeled Set extension status to Allowed; click OK.

19. Restart IIS.

If not already .ijs MIME extension is not already added, go to Add .ijs MIME Extension (Microsoft Windows Server 2003 only).

Table 23. Configure “Contact Center” Web Site – Web Server

Step Action Result

1. Expand the server tree in the IIS window, right-click on the new Contact Center Web Site; click Properties.

The Properties window displays.

2. Click the Home Directory tab. The Home Directory tab is in the foreground. You see “Default Application” in the Application Name field of the Application Settings Area.

3. Highlight “Default Application” and press <Delete> on your keyboard to erase the name.

Do not click the Remove button, this disables the configuration.

4. Click the Documents tab. The Documents tab is in the foreground.

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Step Action Result

5. Select each entry; click Remove.

6. Click Add button. Add Default Document dialog box displays.

7. Type Index.html in the dialog box; click OK.

8. Click OK again to exit the Properties window.

Table 24. Create and Configure Virtual Directory – Web Server

Step Action Result

1. Right-click on Contact Center web site; select Properties.

Web Site Properties window displays.

2. Select ISAPI Filters tab.

3. Click Add. The Add/Edit Filter Properties window displays.

4. • Type Tomcat Connector in the Filter Name field.

This field is case sensitive; enter Tomcat Connector as shown.

• Type the isapi_redirect.dll location in the Executable field. The default location is in the “Bin” folder under C:\Program Files\Apache Software Foundation\Tomcat 5.5.

• Click OK.

The Add/Edit Filter Properties window closes and the Web Site Properties window displays.

5. Click OK. The IIS Services Manger displays.

6. Right-click on Web Service Extensions folder; select Add new web service extension.

New Web Service Extension window displays.

7. Type Jakarta-Tomcat in the Extension Name field; click Add.

This field is case sensitive; enter Jakarta-Tomcat as shown.


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Step Action Result


• Check the Set extension status to allowed check box.

• Click OK.

9. Right-click on Contact Center web site, select New > Virtual Directory.

Virtual Directory Creation Wizard launches.

10. Click Next.

11. Type jakarta in the Alias window; click Next.

This field is case sensitive; ensure you enter jakarta in lower case.


• Click Next.

13. Ensure only the following boxes are checked: • Execute • Read

14. Click Next.

15. Click Finish.

16. Restart IIS.

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Create IIS Virtual Directory “Qualify” Create a virtual directory called “Qualify” on the Web Server to make it easier for agents to access the Agent Qualification URL from their CVCC window. Follow these procedures to accomplish this task:

• Create Virtual Directory “Qualify” (Web Server only) • Redirection to URL

Table 25. Create IIS Virtual Directory “Qualify” – Web Server

Step Action Result

1. Open IIS Manager; select Contact Center.

2. Select Action>New>Virtual Directory.

The Virtual Directory Creation Wizard displays.

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Step Action Result

3. Click Next. The Virtual Directory Alias window displays.

4. Type Qualify in the Alias text box; click Next.

The Web Site Content Directory window displays.

5. Type the applicable path in the Path text box or click Browse to locate the applicable directory, click Next.

The default path is:

C:\Inetpub\wwwroot\ContactCenter\ WebAgent

The Virtual Directory Access Permissions window displays.

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Step Action Result

6. Check the following permissions check boxes: • Read • Run scripts (such as ASP) Click Next.

The Virtual Directory Creation Wizard is complete.

7. Click Finish. The Wizard closes.

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Redirection to URL Follow the Redirection to URL procedure to complete the final steps to setup a virtual directory. This procedure applies to only the Web Server.

Table 26. Redirection to URL – Web Server

Step Action Result

1. Right-click on the Qualify virtual directory under Contact Center in the IIS Manager, select Properties.

The Qualify Properties window displays.

2. Select the Virtual Directory tab. • Select A redirection to a URL

option button. • Type /Qualify.html in the

Redirect to text box. • Select A directory below URL

entered check box. Click OK.

The Qualify Properties window closes.

Agents may run the Agent Qualification Tool by typing /Qualify at the end of their company’s CVCC URL such as: http://<YourCompanyURL>.com/Qualify

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Install Database Server CVCC uses Oracle 9.2 Server as its database for all agent, customer, reporting, and caller information. In this section, install the Oracle database.

To install the Database Server, do the following:

• Install Oracle Database • Install Centergy Virtual Contact Center • Run Database Scripts

– If required in Release Notes, upgrade Database.


Install Oracle Database – Database Server

Table 27. Install Oracle Database – Database Server

Step Action Result

1. Insert Oracle disk. If the Oracle Universal Installer does not auto load, double-click Setup.exe.



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Step Action Result

3. Verify the source and destination paths are correct, click Next.

Available Products window displays.

4. Select Oracle 9i Database; click Next. Installation Types window displays.

5. Select Enterprise Edition; click Next. Database Configuration window displays.

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Step Action Result

6. Select Data Warehouse; click Next. Oracle Services for Microsoft Transaction Server window displays.

7. Accept the default; click Next. Database Identification window displays.

8. Type a global database name in the Global Database Name text box; click Next.

Make note of the global database name; it is the DBtnsName used in the Database Install script.

Database File Location window displays.

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Step Action Result

9. Type the database file directory name where your database is stored, note this directory name for use in Admin as your Data Source on the Resources tab; click Next.

Database Character Set window displays.

10. Select Default Character Set; click Next.


11. Verify the install settings; click Install to begin installation.

Installation begins.

After installation completes, the Database Configuration Assistant window displays.

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Step Action Result

12. Type the passwords for the SYS and SYSTEM accounts, note the SYS and SYSTEM passwords are needed when running the Database install scripts; click OK.

SYS and SYSTEM passwords are case sensitive and allow no exclamation points.

Configuration Tools window displays.

End of Installation window displays.

13. Click Exit. Exit window displays.

14. Click Yes.

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Install CVCC – Database Server

Table 28. Install CVCC – Database Server

Step Action Result







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OR



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Step Action Result







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Step Action Result



10. Click Next.

The Ready to Copy Files window displays and lists the Components to be installed and File Locations under Current Settings.

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Step Action Result


12. Click Finish. The CVCC installation on the Database Server is complete.

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Database Install Scripts Run the scripts in this section to configure initial database. The default location of the database scripts is C:\ program files\contactcenter\database\install scripts

Configure Initial Database

Table 29. Run Database Install Scripts – Database Server

Step Action

1. Open a cmd prompt (Start>Run>cmd).

2. Go to the folder containing the install scripts (default location is C:\ program files\contactcenter\database\install scripts).

3. At the cmd prompt, type: CreatedbSchema <DBtnsName> <AppDBlogin> <AppPass> <RptDBlogin> <RptPass>

Press <Enter>.

There is a space between each parameter. • DBtnsName = Global Oracle database name entered during Oracle Server

installation. • AppDBlogin = CVCC application database login such as CVCCAPP. This

parameter must match the System Database Connection User ID on the Resources tab in the Admin interface. Login must be unique to avoid errors when running this script.

• AppPass = Password for CVCC application login. This parameter must match the System Database Connection Password on the Resources tab in the Admin interface.

• RptDBlogin = CVCC Reporting application database login such as CVCCRPT. This parameter must match the Reporting Server Database Connection User ID on the Resources tab in the Admin interface. Login must be unique to avoid errors when running this script.

• RptPass = Password for CVCC Reporting application. This parameter must match the Reporting Server Database Connection Password on the Resources tab in the Admin interface.

4. Type the system password at the prompt.

Press <Enter>.

The system password, created during the Oracle Server installation, is case sensitive.

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Watch as the installation proceeds, after every subsection completes you are prompted to press a key to continue. This allows the installer to watch for errors.

Upgrade Database

The database upgrade scripts are located in the Contact Center upgrade directory under Upgrade Scripts.

• Do not upgrade database unless required in Release Notes. • There may be multiple upgrades available, be certain to run only the upgrade that

is applicable to your system according to the Release Notes. • If a database upgrade is required, watch as the upgrade proceeds; the system

prompts for a key press after every subsection completes which allows the installer to watch for errors.

Table 30. Upgrade Database – Database Server

Step Action

1. Open a cmd prompt (Start>Run>cmd).

2. Go to C:\ program files\contactcenter\database\upgrade scripts.

3. At the cmd prompt, type the applicable database upgrade information: DBUpgradeXXXToYYY <DBtnsName> <AppDBlogin> <AppPass> <RptDBlogin> <RptPass>

Press <Enter>.

• Because there may be multiple upgrades available, XXX equals the existing

database version and YYY equals the upgraded version. The command prompt for an upgrade from V7.0.1 to V7.0.2 looks like this: DBUpgrade701To702 <DBtnsName> <AppDBlogin> <AppPass> <RptDBlogin> <RptPass>

• There is a space between each parameter.

4. Type the system password at the prompt.

Press <Enter>.

The system password, created during the Oracle Server installation, is case sensitive.

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Install Resource Files Server The Resource Files Server holds all audio files, scripts, images, and voicemails that are stored by the system. Create a share named ResourceFiles, set the security parameters then complete the CVCC installation on the Resource Files Server. Verify the share has enough space to hold all of the resource files; the default allocation is one gigabyte.

Before you install CVCC on the Resource Files Server, gather the following required information:

Resource Files Path: Full path to the shared directory for resource files on the Resource Files Server.

To install the Resource Files Server, do the following

• Set Security Parameters • Install Centergy Virtual Contact Center

CVCC recordings may be stored on a separate recording server; the typical CVCC installation installs the Recording Server component on the same server as Resource Files Server component. See Install Recording Server.

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Set Security Parameters

Table 31. Set Security Parameters – Resource Files Server

Step Action Result

1. Open Windows Explorer and determine where you will place the ResourceFiles folder (such as C:\).

2. Create ResourceFiles folder, right-click on the folder, select Properties.

The ResourceFiles Properties window displays.

3. Select Sharing tab.

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Step Action Result

4. Click Share this folder radio button, click Permissions button.

The Permissions for ResourceFiles window displays.

5. Click Add. The Select Users, Computers, or Groups window displays.

6. Type the name of your domain user account in the lower box, • Click Check Names, • Click OK.

If multiple domain accounts are used to access Resource Files, add each account.

If the domain user account entered is valid, the system underlines the account name.

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Step Action Result

7. Highlight the domain account name, and select the Full Control permissions check box.

Click OK.

The Permissions for ResourceFiles window displays.

8. Click OK.

The ResourceFiles Properties window displays.

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Install CVCC – Resource Files Server Before installing CVCC on the Resource Files Server, obtain the full Resource Files path to the shared directory where resource files are stored on the Resource File Server.

Table 32. Install CVCC – Resource Files Server

Step Action Result







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Step Action Result



OR



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Step Action Result



The Tracing Server installed by default.


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Step Action Result


12. Click Finish. The CVCC installation on the Resource Files Server is complete.

.

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Install Reporting Server Before installing the Reporting Server, do the following:

• Look up Reporting Files Path (Full path to the directory for reporting files on the Reporting Server)

• Verify IIS is installed and enabled; if not installed, see Install IIS, and Add .ijs MIME Extension (.ijs MIME Extension is required only if operating system is Microsoft Windows 2003 Server)

To install the Reporting Server, do the following:

• Install Centergy Virtual Contact Center • Configure IIS • Configure New Contact Center Website • Create and Configure Virtual Directory • Install Crystal Reports Developer XI • Configure Reporting


Install CVCC on Reporting Server

Table 33. Install CVCC – Reporting Server

Step Action Result




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Step Action Result


OR







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10. Click Next.. The Required Information window displays and lists the information you must have available to continue with the CVCC installation.

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Step Action Result

11. Click Next. Select Reporting Files Location window displays.

12. Click Next to accept the default location or click Change to browse for a different location then click Next.

If IIS is not installed the CVCC installation aborts.

The Ready to Copy Files window displays.


14. Click Finish. The CVCC installation on the Reporting Server is complete.

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Configure IIS (Secure and Non-Secure Site) The CVCC installation queries whether this installation is secure (SSL) or non-secure. If ISS is not installed and enabled on this server, follow the Install IIS and Add .ijs MIME Extension procedures before proceeding with configuration.

Use the Web Site Creation Wizard to:

• Add a new Contact Center Web Site • Select your IPs and Ports for normal or secure connections • Select the Home directory for the web site • Set permissions for the web site • Create a new virtual directory for this web site and its alias • Set access levels for the new virtual directory

Table 34. Add “Contact Center” Web Site – Reporting Server

Step Action Result

1. Select Start>All Programs> Administrative Tools>Internet Services Manager.

Internet Information Services (IIS) Manager displays.

2. Expand the server name; right-click Web Sites directory choose New > Web Site.

If creating a Secure site, a valid SSL certificate is required to complete the IIS Configuration.

The Web Site Creation Wizard displays.

3. Click Next. Web Site Description window displays.

4. Type Contact Center in the Description field; click Next.

The IP Address and Port Settings window displays.

5. • Select this web site’s dedicated IP address from the drop down list.

• Enter the port this web site uses: − Non-secure Site, enter 80 − Secure Site (SSL), enter 443

Secure sites require a valid SSL certificate is to complete the IIS Configuration.

• Host Header field remains blank. • Click Next.

The Web Site Home Directory window displays.

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Step Action Result

6. Click Browse to find the home directory for the Web Site:

Inetpub\wwwRoot\ContactCenter\ WebAgent

Click OK; click Next.

The Web Site Access Permissions window displays.

7. Select the check boxes for the following home directory permission items: • READ • RUN SCRIPTS • EXECUTE Click Next.

Web site added to list of possible web sites.

Completion window displays.

8. Click Finish.

Table 35. Configure “Contact Center” Web Site – Reporting Server

Step Action Result

1. Expand the server tree in the IIS window, right-click on the new Contact Center Web Site; click Properties.

The Properties window displays.

2. Click the Home Directory tab. The Home Directory tab is in the foreground. You see “Default Application” in the Application Name field of the Application Settings Area.

3. Highlight “Default Application” and press <Delete> on your keyboard to erase the name.

Do not click the Remove button, this disables the configuration.

4. Click the Documents tab. The Documents tab is in the foreground.

5. Select each entry; click Remove.

6. Click Add button. Add Default Document dialog box displays.

7. Type Index.html in the dialog box; click OK.

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Step Action Result

8. Click OK again to exit the Properties window.

Table 36. Create and Configure Virtual Directory – Reporting Server

Step Action Result

1. Right-click on Contact Center web site; select Properties.

Web Site Properties window displays.

2. Select ISAPI Filters tab.

3. Click Add. The Add/Edit Filter Properties window displays.

4. • Type Tomcat Connector in the Filter Name field.

This field is case-sensitive, ensure Tomcat Connector is entered as shown.

• Type the isapi_redirect.dll location in the Executable field. The default location is in the “Bin” folder under C:\Program Files\Apache Software Foundation\Tomcat 5.5.

• Click OK.

The Add/Edit Filter Properties window closes and the Web Site Properties window displays.

5. Click OK. The IIS Services Manger displays.

6. Right-click on Web Service Extensions folder; select Add new web service extension.

New Web Service Extension window displays.

7. Type Jakarta-Tomcat in the Extension Name field; click Add.

This field is case sensitive, ensure Jakarta-Tomcat is entered as shown.



• Check the Set extension status to allowed check box.

• Click OK.

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Step Action Result

9. Right-click on Contact Center web site, select New > Virtual Directory.

Virtual Directory Creation Wizard launches.

10. Click Next.

11. Type jakarta in the Alias window; click Next.

This field is case sensitive; enter jakarta in lower case.


• Click Next.

13. Ensure only the following boxes are checked: • Execute • Read

14. Click Next.

15. Click Finish.

16. Restart IIS.

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Install Crystal Reports Developer XI CVCC uses Crystal Reports as its reporting engine.

Table 37. Install Crystal Reports Developer – Reporting Server

Step Action Result

1. Load the Crystal Reports Developer CD.

If auto run does not launch the language selection window, double-click setup.exe on the CD.

Language selection window displays.

2. Select the appropriate language.

3. Click Install. The Crystal Reports XI Welcome window displays.

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Step Action Result

4. Click Next. The Crystal Reports XI License Agreement window displays.

5. Select I accept the License Agreement radio button; click Next.

The Crystal Reports XI User Information window displays.

6. Type the required information; click Next.

The Crystal Reports XI Select Installation Types window displays.

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Step Action Result

7. Verify the Destination Folder and Common Files Folder paths are correct for your needs, select Typical installation radio button; click Next.

Aastra recommends you accept the default paths.

The Crystal Reports XI Start Installation window displays.

8. Click Next. Thank you for choosing Crystal Reports window displays and begins copying files to your server followed by a prompt to insert Disk 2.

9. Insert Crystal Reports Disk 2; click OK.

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Step Action Result

10. Click Next. Thank you for choosing Crystal Reports window displays and begins copying files to your server.

Crystal Reports Setup prompts you to insert Crystal Reports: Disk 2.

11. Insert Disk 2; click OK. Registration Wizard displays. You may register now or later.

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Step Action Result

12. Click Next.

13. Click Finish.

Ignore any prompts to upgrade to Crystal Enterprise.

If the Check for product updates checkbis not selected the installation is complete

If the Check for product updates checkbox is selected the Business Objects install shield displays enabling you to access product updates.

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Configure Reporting During the CVCC installation, you created the Reporting URL. Use the Reporting URL to configure reporting. To configure reporting:

• Confirm the file share for CVCC Reports was created on the Web Server • Create the ReportExports File Share • Allow Active Server Pages • Configure IIS – Reporting Server • Configure the Reporting Server Website

The report configuration procedures assume that all server components are installed on separate servers.

Before getting started, verify that the Domain account created for CVCC exists for accessing the ReportExports share and website. Enter this Domain user account during the Reporting Server Configuration.

Table 38. Create and Configure ReportExports File Share – Reporting Server

Step Action Result

1. Open Windows Explorer by selecting Start>All Programs> Accessories>Windows Explorer.

My Documents window appears.

2. Expand the server name and drill down to the ReportExports folder located by default at C:\Inetpub\wwwroot\ContactCenter\WebAgent\ReportExports.

If you changed the installation directory of the CVCC website the ReportExports folder is located in that directory.

3. Right-click on the ReportExports folder and select Sharing and Security…

The WebAgent Properties window appears.

4. Select the Share this folder radio button.

5. Name the share ReportExports.

6. Click the Permissions button. The Permissions for ReportExports window appears.

7. Select Everyone group then click Remove.

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Step Action Result

8. Click Add. Enter the name of the Domain account created for CVCC.

9. Click Check names to verify the account; click OK.

10. Click OK.

11. Give the CVCC account Change and Read access; click OK.

12. Click the Security tab.

13. Click Add then enter the name of the domain account created for CVCC.

14. Click Check names to verify the account. Click OK.

15. Click OK.

16. Give the CVCC account Write access; click OK.

Allow Active Server Pages – Reporting Server

CVCC uses active server pages to allow database access to the reporting system. Follow this procedure to allow active server pages.

Table 39. Allow Active Server Pages – Reporting Server

Step Action

1. Start Internet Information Services (IIS) Manager tool.

2. Select Web Service Extensions in the IIS Manager tree.

3. Right-click on Active Server Pages; click Allow.

Configure IIS – Reporting Server

Configure IIS on the Reporting Server to enable users with supervisory permissions to connect to the website to generate reports.

Table 40 Configure IIS – Reporting Server

Step Action Result

1. Select Start>All Programs> Administrative Tools>Internet Services Manager to launch the IIS Admin window.

IIS Admin window displays.

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Step Action Result

2. Expand the server name. A list of folders displays.

3. Right-click on the Web Sites folder and select Properties

The Web Site Properties window displays.

4. Click the Service tab and put a check box in the Run WWW services in IIS 5.0 isolation mode; click OK

You are returned to the IIS Manager window.

5. Expand the “Web Sites” folder. The available web sites on the server display.

6. Right-click on the Web Sites folder and select New > Web Site (from file)

The Import Configuration window displays.

7. Click the Browse… button, find and select the CVCC Reporting.xml file from the directory CVCC was installed to; click Open.

The Import Configuration window displays again.

8. Click the Read File button The Location window will be populated with ContactCenter.

9. Select CVCC Reporting and click OK.

The IIS Manager window display includes the new CVCC Reporting web site as available.

10. Right-click on the CVCC Reporting web site and select Properties.

The CVCC Reporting Properties window displays.

11. Select the IP dedicated for the Remote application from the drop down list.

Type the required port defaults: • TCP = 80 • SSL = 443 (if a secure site)

The Web Site Home Directory window displays.

You must have a valid SSL certificate to complete the secure site IIS Configuration.

12. Click the Directory Security tab

13. Click the Edit button in the Authentication and access control section of the window.

The Authentication Methods window displays.

14. Change the Username and Passwords to the domain account created for CVCC access.

15. Click OK. You are prompted to re-enter the account password. Click OK.

16. Click OK.

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Step Action Result

17. Click OK. The IIS Manager window displays again.

18. Left-click on the Web Service Extensions folder.

19. Click the Active Server Pages icon in the right window.

20. Click the Allow button.

Configure Reporting Server Website – Reporting Server

Configure the reporting server website to allow report delivery to the Web Server.

Table 41. Configure Website – Reporting Server

Step Action Result

1. Start IIS Manager tool.

2. Expand Web Sites; expand Contact Center; right-click on Reports, select Properties.

WebReporting Properties window displays.

3. Select Directory Security tab.

4. Click Edit in the Authentication and Access Control frame.

Authentication Methods window displays.

5. • Enter the Domain/User name in the User name field and the password in the Password field.

• Check the Integrated Windows authentication checkbox in the Authenticated access frame.

• Click OK.

You may click Browse to locate and select the desired User name.

Enable anonymous access checkbox is checked by default and must remain checked.

WebReporting Properties window displays.

6. Click OK.

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Install Recording Server CVCC recordings may be stored on a separate recording server; the typical CVCC installation installs the Recording Server component on the same server as Resource Files Server component.

Before you install CVCC on the Recording Server, gather the following required information:

Recording Files Path: Full path to the shared directory for recording files on the Recording Server.

Install CVCC – Recording Server

Table 42. Install CVCC – Recording Server

Step Action Result





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OR



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The Tracing Server installed by default.


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Step Action Result

11. Verify the required information; click Next.

The Resource/Recording File Server window displays.

12. Click Next.

OR

Click Change to select a different folder to store the recording files. Select the desired folder and note the location for future reference.


14. Click Finish. The CVCC installation on the Recording Server is complete.

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Install Tracing Server The Tracing Server installs on most CVCC Servers, for local tracing of all activity on that server. Tracing installs by default on all CVCC servers except the Database server and Reporting server.

Tracing server traces all events that happen on each CVCC server and logs the events for troubleshooting purposes. To centralize tracing, install Tracing server as a stand-alone or on any one CVCC server with all CVCC servers configured on the Admin Interface to use the desired server as a remote tracing server; centralized tracing may speed up the trouble shooting process in a multi-server environment.

The Tracing Server installs on each server component, except Database Server and Reporting Server. You may install Tracing Server on a stand-alone server for consolidating of tracing data.

Table 43. Install CVCC – Tracing Server

Step Action Result





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Step Action Result



4. Select the desired platform; click Next.

The Select Application Files Location window displays.


OR



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Step Action Result




11. Click Finish. The CVCC installation on the Tracing Server is complete.

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CVCC Tools Run the CVCC Tools wizard on client machines where you need to install Provisioning/IFlow, Syswatch, or Recording Manager.

Multiple versions of CVCC Tools may exist on your system for support purposes.

Table 44. Install CVCC Tools

Step Action Result

1. Double-click Setup - CVCC Tools n.n.n.nn.exe.

If the CVCC Tools Wizard does not detect any existing versions of CVCC Tools on this server, the Contact Center Tools Setup window displays.

If the CVCC Tools Wizard detects another instance of CVCC Tools installed on this server, the Existing Installed Instances Detected window displays.

2. If the Contact Center Tools Setup window displays, proceed to Step 4; otherwise proceed to Step 3.

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Step Action Result

3. Determine whether a new instance of CVCC Tools should be installed or if the wizard should overwrite the existing instance; select the appropriate radio button: • Install a new instance of this

application – Select this radio button to install an additional instance of CVCC Tools and leave any existing CVCC Tools versions unchanged. OR

• Maintain or update the instance of this application selected below – Select this radio button to overwrite the existing version and replace it with the updated version.

Click Next.

Contact Center Tools Setup window displays.


5. Accept the terms of the License Agreement then click Next.

If you change the Application Files Location, note the location for future use.

Select Application Files Location window displays.

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Step Action Result

6. Click Next.

Contact Center Tools Selection window displays.

7. Select appropriate Contact Center Tools; click Next.

The Ready to Copy Files window displays a list of the Components to install.

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Step Action Result

8. Click Next. Files copy and install; InstallShield Wizard Complete window displays.

9. Click Finish. Wizard closes.

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CVCC Small Office System Installation Sequence The following table provides the installation sequence to follow when installing the CVCC system on a small office system environment.

Gather the following required information before beginning installation:

• Resource Files Path - Full path to the shared directory for resource files on the Resource Files Server.

• Reporting Files Path - Full path to the directory for reporting files on the Reporting Server.

• Web Domain URL - The URL for the Contact Center Web Domain. • Web Domain Security - Security setting for the Contact Center Web Domain:

secure (https) or unsecure (http).

Table 45. Small Office System Installation Sequence

Step CVCC Components Notes

1. MDAC (Microsoft Data Access Component)

2. JRE

3. Apache Tomcat On existing systems, uninstall JRun if it exists.

4. Microsoft .NET Framework 2.0

5. Dialogic Board and Driver

6. Dialogic Feature Pack

7. Centergy Virtual Contact Center application installation

Setup - CVCC Tools n.n.n.nn.exe.

8. CVCC Tools installation Run on client machines where installing Provisioning/IFlow, Syswatch, or Recording Manager

9. VOS

10. IIS Configuration

11. Create IIS Virtual Directory

12. ScramNet Installation Applies only to environments with multiple Workflow Servers

13. Oracle Server

14. Oracle Client

15. Crystal Reports Developer XI

16. Database Scripts

17. Upgrade database Verify if upgrades are needed before running upgrades.

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Step CVCC Components Notes

18. Configure Reporting

19. Configure Pointspan Switch Applies only to Pointspan platform

20. Configure OAI driver

21. REBOOT

22. Run Admin Interface

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Pointspan Switch Configuration System administrators use this module to view examples of configuration layout. Following is a list of topics covered in this module:

• OAI • System Parameters • Call Center CLCN • Class of Service • User Group • Music Sources • IVS Resources • Trunk Groups • Cards • Prefix Digit Tables • Route Guides • City Code Routing • ACD Queues • Work at Home Stations

OAI The Open Application Interface (OAI) is a term used to describe potential connections between the Pointspan switch and an outside application. In this section, create OAI channels that CVCC uses to communicate via TCP/IP to the Pointspan switch and route the various inbound calls.

Edit Hosts File

The first step to creating an OAI channel is to add the appropriate machine names and IP addresses to the Hosts file. This step is only necessary if the machine name does not resolve properly or the user prefers to work directly with IP addresses.

When creating a communication channel, you may use either the host name or the IP address.

If necessary, contact CSC, 1-800-729-1872, to add the CVCC Critical Interlink Server name and address to the hosts file on the Pointspan switch.

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To edit the Hosts file (\etc\hosts), login to Pointspan’s operating system and use the b (brief editor) command.

Add the name and address of the CVCC Critical Interlink Server. The hosts file looks similar to this:

# Host Database

127.1 localhost 192.168.2.31 inea 192.168.2.32 ineb 192.168.2.30 inep

192.168.2.254 defGate # OAI Links 192.168.2.90 coscis1

Repeat this process for each MCU or ftp the edited file from one MCU to the other.

Create Communication Channels

After editing the hosts file, create the communications channel that allows the Pointspan switch to communicate with the CC SIM process; CC SIM resides on the Critical Interlink Server. Access the console monitor of the Pointspan terminal to configure the communications channel. Use the CCN command to create an OAI channel as described below.

Syntax of CCN command:

CCNmap: Display complete current OAI channel mapping table.

CCNmap ccn,a,<API/CTI>task,<addr>,<port>]: Add one CCN to mapping table.

CCNmap ccn,r,<API/CTI>task,<addr>,<port>]: Remove one CTI/API OAI channel.

CCNmap ccn,d: Display an/all API/CTI OAI channel statistics.

CCNmap ccn,c: Clear an/all API/CTI OAI channel statistics.

CCNmap ccn,l/m/h: Change channel <ccn> priority to low/medium/high.

CCNmap rc: Re-construct Ethernet OAI channel/port mapping tables.

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Use the following command to create channel number 1 to accept a connection for the Critical Interlink Server:

ccn, 1, a, A01, coscis1

If you prefer to use the IP address of the machine running the CC SIM process use a command similar to this:

ccn, 1, a, A01, 172.16.32.15

To display all currently configured channels, use the following command:

ccn

After adding a communication channel, the display of the configuration looks similar to this:

OAI CCN TASK INI CCS PRI NOO MOU NUS NOM NIM PORT HOSTNAME/INA.PORT

--- --- ---- --- --- --- --- --- --- ----- ----- ---- -----------------

35 3 A01 1 2 H 0 0 0 0 0 8160 coscis1.0

System Parameters SPAR

Modify Updateable System Parameters

CRT determines how long an inbound call waiting to be routed rings before CVCC busies out the call.

Access the updateable system parameters under SPAR on the man machine interface and verify that the CRT parameter is set as follows:

CRT...CPN/ANI ROUTING TIMEOUT............12 SECONDS

For more information regarding System Parameters, refer to the Pointspan System Database Administration documentation #2513-nnn..

Parameter changes are system-wide on the Pointspan switch.

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Call Center CLCN CLCN points the Event Stream to the APP OAI channel. Before accessing CLCN, verify the call center is setup and the CVCC User Group assigned to the call center.

Access the CLCN table on the man machine interface and verify that the parameters listed below are set accordingly:

OCC...MANAGEMENT SERVER OAI NUMBER.......13 OAP...OAI APPLICATION ID.................3 TZN...TIME ZONE: GMT(-06:00) - Central Time (US & Canada) DST...DAYLIGHT SAVINGS TIME TYPE.........USA

OAP, OAI Application ID, is an identifier that Pointspan uses to communicate with the OAI driver. Configure CVCC, OAI driver, and Pointspan to use the same number.

Class Of Service CLOS Access the CLOS table on the man machine interface and verify that the parameters listed below are set accordingly: TSM...SILENT MONITOR OPTION..............SILENT TO SPLIT MMT...ALLOW TRUNK SILENT MONITOR TOGGLE..YES MIT...PLAY MONITOR INITIATED TONE........YES MOD...OAI MONITOR: PLAY MONITORED .......NONE MAC...MONITOR AUTH CODE REQUIRED.........NO MDT...PLAY MONITOR DISCONNECT TONE.......CONDITIONAL CRA...CPN/ANI ROUTING ALLOWED............YES DAS...DYNAMIC AGENT SIGN-ON..............ENABLED-UNCONDITIONAL

User Group UGRP The User Group table consists of several sub-tables primarily used to partition the switch for use by distinct groups of people and to make the switch look like multiple virtual switches. CVCC uses only one User Group, the group may be for any purpose. To create a user group, use the UGRP command and create table 1.

User Group Parameters UGP

The first User Group sub-table found within the User Group table is the UGP (User Group Parameters). Verify that the User Group Parameters are set accordingly for your contact center; use the following only as an example: CNO...CALL CENTER NUMBER..........................1 LOC...LOCAL/LOCAL-TOLL ROUTING....................NORMAL GRP...WORK AT HOME IDLE MESSAGE SOURCE GROUP......NONE CN1...NATIONAL CALLING PARTY NUMBER 1.............512-684-5980 NAME.................NONE CHP...CALL HANDLING PARAMETERS....................ASSIGNED DNA...DIRECTORY NUMBER ALLOCATION.................ASSIGNED DNS...DNIS ROUTING................................ASSIGNED

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FDD...FIRST DIGIT DISPOSITION.....................ASSIGNED IDD...INTL DIRECT DIALING.........................ASSIGNED LCR...LOCAL CALL ROUTING..........................ASSIGNED

Home NPA and National Calling Party Numbers are defined by area code and outbound number assigned by your carrier.

First Digit Disposition - FDD

The FDD table determines call routing by analyzing the first digit pressed. All calls that begin with 1, 2, or 3 route to an on-switch number; all calls that begin with 9 route off-switch. The Aastra installation team verifies that FDD is set-up. Agent phones, ACD Queues and Work at home stations are typically allocated as follows:

• Agent phones beginning with a 1 (e.g. 10000) • ACD Queues beginning with a 2 (e.g. 20000) • Work at home stations allocated as directory numbers beginning with a 3 (e.g.

30000); DIRNs may be four or five digits long.

CVCC uses the First Digit Disposition table in conjunction with the Two Digit Disposition table, One Digit Access Code Routing Table, and Two Digit Access Code Routing table to support alternate routing methods; this allows CVCC to use the least costly routing schemes for agents and outbound calls depending upon the needs of the customer. For more information on setting up ACR-CTR routing based on one and two digit access codes, please refer to Pointspan System Database Administration guide, #2513-nnn.

Directory Number Allocation - DNA

Before creating the directory numbers for agent phones, ACD queues, and work at home stations, Aastra installation team verifies the range specified in the User Group’s Directory Number Allocation table.

Call Handling Parameters - CHP

Call handling parameters determine how a call is handled for this user group. CVCC uses the following call handling parameters for the User Group.

HFA...HANDS FREE ANSWERBACK RING TIME (seconds)...0 HFT...AUTO ANSWER NOTIFICATION TONE...............NONE MNT...MONITOR NOTIFICATION TONE INTERVAL..........NO TONE DAS...DYNAMIC AGENT SIGN-ON.......................ENABLED-CONDITIONAL

NPA Routing - NPA

The NPA Routing Table determines which routing guide to route 10 digit numbers to. Route all 10 digit numbers to a long distance route guide because there are no local calls going off the switch.

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Music Sources Music sources provide a point of entry for audio input from an external device into the Pointspan switch. CVCC uses music sources to pipe various types of canned music to callers waiting in ACD Queues.

If your system does not have music on hold, refer to Pointspan System Database Administration guide #2513-nnn to create your Music on Hold (MOH) sources. Also see 6Create Music Queue for more information regarding music sources created.

IVS Resources The Integrated Voice Services (IVS) provide CVCC with the ability to play audio prompts to agents when they are idle, connected, or disconnecting. CVCC determines which audio to play based on agent state and language selected for that agent. See Admin Interface for more information.

For more information regarding IVS resources, see the Pointspan IVC Card Features and Support document #2489-nnn.

Trunk Groups Trunk groups provide Pointspan with a logical grouping of ports from one or more pieces of hardware. Route Groups use these trunk groups to determine the order to try trunks when sending outbound calls. In addition, trunk groups may determine which set of rules to apply to calls received by determining the user group the trunk group is assigned.

Create Trunk Groups

CVCC uses two types of trunks to fulfill the company’s current requirements:

• T1 trunks - connect to the Audio Servers • ISDN PRI trunks - all other traffic to and from the Pointspan switch

Configure Audio Server Trunk Groups

The Audio Server Trunk Groups are outgoing only. The Audio Server places no calls to Pointspan.

Verify the following parameters are set as shown with the exception of OCC; the OCC number in this example may be different from the OCC number for your contact center.

Audio Server1 OAM...OAI ASSOCIATED MEMBER..............YES OCC...OAI COMMUNICATIONS CHANNEL NUMBER..35 OAP...OAI APPLICATION ID.................3 STY...CALL ORIGINATION TYPE..............T1 SEIZE ONLY..FWEM (4-WIRE E&M) ......TRUNK DIRECTION....................OUTGOING *** OUTGOING PARAMETERS ROO...RESPONSE TO OUTGOING ORIGINATION...WINK

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The OCC parameter shown above is an example. The OCC number is assigned when creating the OAI channel.

Create and Assign ISDN PRI Trunk Group

Create and assign the trunk group to the PRI Group previously created. ISDN Trunk Groups configuration is similar to Audio Server Trunk groups except they are allocated as bi-directional so outbound and inbound calls may be placed on the trunk.

Verify the following parameters are set as shown with the exception of OCC; the OCC number in this example may be different from the OCC number for your contact center.

USWest PRI

OAM...OAI ASSOCIATED MEMBER..............YES OCC...OAI COMMUNICATIONS CHANNEL NUMBER..35 OAP...OAI APPLICATION ID.................3 CRO...CPN/ANI ROUTING.............CONDITIONAL DCC...ROUTING TYPE.......................DNIS/NORMAL ROUTING


Cards CVCC uses the following cards:

• PRI • TDSX • 4WT (discussed in music sources topic) • IVC (discussed in IVS Resources)

Aastra sets up all other cards and no modifications are required for use by the CVCC system.

ISDN Cards - CARD

Create ISDN PRI cards by accessing the CARD command from man machine, and select CREATE. With the exception of the clock source, reference the following table to answer questions asked by the creation process.

The clock source determines which Telco trunk provides Pointspan its clock synchronization. When creating an ISDN PRI, set the card to <Yes> when asked whether the card is a clock source. Answer no to all other cards.

If this is the first or only clock source on the Pointspan system, enter util;msy to modify the entry in partition 0 to use an external clock source located at the location of the card just created.

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Verify that the OAM parameter is set to yes for each port of the PRI card; use the following card display for port 001.2.06.01 as an example:

** PRI DEFINITION: 06/30/06 15:56:01 ***...PRI...........................PORT:001.2.06.01 * ***...TRUNK TYPE.........................PRI ***...ISDN PRI GROUP FIRST SPAN..........201 PRI #1 ***...ISDN PRI GROUP SECOND SPAN.........0 PRI #0 ***...CHANNEL............................17 ***...USER GROUP NUMBER..................1 ***...DIRECTION..........................BOTHWAY TGF...TRUNK GROUP NUMBER.................1 COS...CLASS OF SERVICE...................10 OAM...OAI ASSOCIATED MEMBER..............YES LPT...LOSS PLAN TYPE.....................DCO NDN...NIGHT ANSWER DIRECTORY.............NONE SKY...SATELLITE CIRCUIT..................NO ***...PRI PORT:....................FROM: 001.2.06.01 TO: 001.2.06.24

Create T1 Cards

T1 cards communicate with the Audio Server nodes. The following table shows the required configuration to communicate with an Audio Server. The primary requirements are B8ZS line encoding and D4 framing.

FRAMING....D4 TRANSMIT LENGTH....0-2000 LINE CODE..B8ZS MESSAGE TYPE....AT&T YELLOW ALARM TYPE...."0" IN BIT 2 CARRIER GROUP ALARM: SIGNAL LOSS....YES RED ALARM....YES YELLOW ALARM....YES BLUE ALARM....YES TRUNK LOSS NIGHT SAT TRAN REC CIRCUIT OFS GROUP DIR. CLOS PLAN DIRN CKT GAIN GAIN TYPE --- ----- ---- ---- ---- ----- --- ---- ---- ---------------- 1 1 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M SHELF 2 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 2 3 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M SLOT 4 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 10 5 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 6 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 7 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 8 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 9 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 10 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 11 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 12 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 13 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M CABINET 14 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 1 15 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M SHELF 16 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 2 17 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M SLOT 18 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 10 19 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 20 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 21 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 22 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 23 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M 24 60 OUT 1 DCO NONE YES 0.0 0.0 4 WIRE E & M

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Prefix Digit Tables - PDT Prefix digit tables (PDT) determine the format of the digits to send to the network when a call is made. The format may be 7 digits, 10 digits, or an unspecified amount, and may be prefixed with a 1 depending upon the Telco’s configuration. Refer to Pointspan System Database Administration, #2513-nnn for more details about PDT.

Route Guides - ROUT Route guides work in conjunction with prefix digit tables to determine which trunk group a call is placed on, and how the digits sent on that trunk group are formatted. CVCC routes all outbound calls out one or more similarly configured ISDN PRI trunk groups with various prefix digit table configurations depending on the type of call being made.

The exception to this is calls must be routed to an Audio Server. These calls require a separate route guide for each Audio Server which uses the “Internal” prefix digit table as shown above. ** ALLOCATED ROUTE GUIDE NUMBERS: 1 - 4 , 9 - 12 , 101 *** * TITLES FOR ROUTE TABLES 02/28/01 20:01:51 *** RTE0001.....Audio Server 1 RTE0002.....Audio Server 2 RTE0009.....BUSYOUT RTE0010.....Local RTE0011.....Local Toll RTE0012.....Long Distance

Route to Audio Servers (Dialogic Cards)

Each Audio Server route guide routes calls to a specific trunk group that encompasses the set of T1 trunks connected to that particular Audio Server’s Dialogic Boards. Each guide uses a single Prefix Digit Table that instructs Pointspan to out pulse only the last four digits of the called number. Audio Server 1 *** ROUTE GUIDE # 1 02/28/01 20:01:55 1 TRUNK GROUP 60 -- PREFIX DIGIT STRING # 1 2 BUSYOUT ROUTE GUIDE # or ?........................... => 2 Audio Server 2 *** ROUTE GUIDE # 2 02/28/01 20:01:58 1 TRUNK GROUP 61 -- PREFIX DIGIT STRING # 1 2 BUSYOUT ROUTE GUIDE # or ?........................... => 3

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Outbound Routing

Outbound routing configuration is dependent upon the Telco. All calls placed should route to trunk groups for the by-directional ISDN PRI circuits configured on the switch, out pulsing the appropriate number and format of digits depending upon the call. Refer to Pointspan System Database Administration, #2513-nnn for more details about outbound routing.

City Code Routing CVCC uses Pointspan’s city code routing feature to route calls to specific Audio Servers by routing all calls with a specific country code (e.g. 979) to the city code routing table. The routing table analyzes the next three digits of the called number and routes the call to the designated location.

A call from Pointspan to the Audio Server may look similar to this: 90119790031234

The call is broken down like this:

Digit(s) Description

9 Indicates an outbound call (see the First Digit Disposition Table in the User Group)

011 International Call

979 Route to the City Code Routing Table (see the International Direct Dial Table in the User Group)

003 Route to a specified route group based on the route guide the City Code Routing table identifies. In this case this will be the trunks attached to Audio Server 3

1234 The last 4 digits are simply a unique identifier to identify the call to the Audio Server. These digits are out pulsed to the Audio Server when the call is made, based on the Prefix Digit Table associated with the Route Guide.

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Create City Code Route Table

To create a City Code Route Table access the CCRT command from the main menu of man machine.

Create table 1 and add 3 digit entries for each unique Audio Server attached to the system.

Below is an example configuration. RGN identifies the route guide the call uses to determine where to send the call.

CCRT GROUP NUMBER or ?....................... => 1 TABLE NUMBER or ?............................ => 1 *** TABLE PAIR 1 *** CITY CODE ROUTING GROUP# 1 TABLE 1A 02/28/01 20:04:57 *** 979 - Audio Server ROUTING DRG...DEFAULT ROUTE GUIDE NUMBER.........9 CITY RGN CITY RGN CODE CODE 001 1 002 2 003 3 004 4

Modify the User Group’s International Direct Dial - IDD

Add an International Direct Dial table to the User Group to indicate that a call is routed to the previously created City Code Routing table. CVCC uses the country code 979 to indicate this is a dial to the Audio Servers and to route the call to the city code routing table. Route all other international calls out on the ISDN PRI trunks.

*** IDD COUNTRY CODE TRANSLATION TABLE FOR UGRP# 1 COUNTRY X`LATION ENTRY/ COUNTRY CODE CODE TYPE RGN NAME 979 CCR 1 Audio Server ROUTING

Create ACD Queues ACD Queues are required to provide three primary functions

• Initial inbound routing of new calls • Standard telephony signals like ringing, silence and busy • Parking lots for callers with appropriate music sources

Use the ACD command to create ACD Queues. The list below is an example of ACD Queues created on the Pointspan switch. Number the ACD Queues as follows with the appropriate functions to ensure the CVCC software functions properly; do not deviate from this order. PILOT 20000/1.........ANI Routing PILOT 20001/1.........Busyout only PILOT 20002/1.........Silence PILOT 20003/1.........Ring Forever PILOT 20004/1.........Music Source 1 PILOT 20005/1.........Music Source 2

More music ACD queues may be added starting with ACD 20006 and continuing from there.

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When creating an ACD Queue, match the parameters to the following list. Notice that all ACD Queues are assigned to our single user group, OAI associated, and that the default max queue size is maximized to ensure plenty of room in each ACD Queue for callers.

To ensure that calls properly connect to the audio server(s), verify the following parameters are set as shown for each pilot with the exception of OCC; the OCC number in this example may be different from the OCC number for your contact center. ** AUTOMATIC CALL DISTRIBUTION DEFINITION OAM...OAI ASSOCIATED MEMBER..............YES OCC...OAI COMMUNICATIONS NUMBER..........35 OAP...OAI APPLICATION ID.................3 CDM...CALL DISTRIBUTION METHOD...........LONGEST IDLE *** CALL DEFLECTION CRITERIA *** QMX...MAX QUEUE SIZE...................65535 DAS...ALLOW AS AGT DYNAMIC SIGNON TARGET.YES


Create ANI Routing Queue

The first ACD Queue 20000 is used to route inbound calls to the system and holds inbound calls until the Workflow system can move the call to the desired location. When a call comes in on the ISDN PRI the DNIS Routing Table found in the User Group routes the call to this queue. Once the call is in the ANI Routing Queue it follows the call guide specified. This queue specifies and ART (ANI Routing) step which sends off a request to the Workflow system to route the call. If the Workflow system does not respond in the configured amount of time the call will be disconnected with a busy out signal.

Create Call Guide for ANI Routing Queue

Create the Call Guide for the ACD ANI Routing Queue with the same common parameters as shown above. The Call Guide steps are the only difference between this Queue and others. The display below is an example of the call guide steps.

VARIABLE TYPE DNIS DIGIT STRING LABEL STEP NUMER ERR 4 STEP TYPE 1 CPN/ANI ROUTING OAI CHANNEL...................35 OAI APPLICATION..........3 CTI CHANNEL DOWN STEP.......ERR 2 GOTO NEXT STEP...................ERR 3 LAST

*** ERROR HANDLING STEPS: *** Step 4 Label: ERR 4 SET

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EQUATION................DNIS=DNISNUM 5 IF COMPARISON.....DNIS=8005555555 END IF STEP NUMBER...........7 6 FORWARD CALL DESTINATION........815555555555 (Include switch access digit i.e. "8") 7 ENDIF 8 PLAY TONE TONE........................BUSY DURATION........15 SECONDS 5 DISCONNECT CALL 6 LAST

Insert additional IF/ENDIF sections like steps 5-7 in front of Step 8 for each DNIS that requires rerouting during server outage.

This is only required for the ANI Routing Call Guide. Refer to Pointspan ACD Administration Procedures guide, #2542-nnn for more detailed information.

Add a DNIS Routing Table to the User Group

Add a DNIS Routing Table to the User Group to route the calls to ACD Queue 20000. CVCC requires a default DNIS entry to catch 10 digit inbound calls and route the calls to ACD Queue 20000. An example of how the entry looks follows. DNIS # XXXXXXXXXX FOR USER GROUP # 1 02/28/01 20:00:00 ANI Routing UGP...DNIS USER GROUP...................1 DDG...DNIS DESTINATION NUMBER...........20000 DUG...DNIS DESTINATION USER GROUP.......1 DSP...DISPLAY TEXT......................NONE WPR...WHISPER MESSAGE SOURCE GROUP......NONE MUS...PILOT MUSIC SOURCE................FINAL DEST'S MUSIC SRC MUT...HELD/TRANSFER MUSIC SOURCE........FINAL DEST'S MUSIC SRC POP...ACD QUEUING PRIORITY OPTION.......CONDITIONAL AQP...ACD QUEUING PRIORITY LEVEL........0 EAS...ENABLE ACD STATISTICS.............NO

Create a Busyout Queue

The Busyout Queue provides a busy tone and disconnect to calls placed into this queue. The Busyout Queue has common parameters as all others except the call guide. The call guide looks like the following.

STEP TYPE 1 PLAY TONE TONE........................BUSY DURATION........15 SECONDS 2 DISCONNECT CALL 3 LAST

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Create a Silence Queue

The silence queue provides a place to park calls without playing any audio to them. The silence call guide should look like this: STEP TYPE 1 DO REPEAT STEP NUMBER.............3 2 WAIT WAIT TIME............250 SECONDS TONE..............SILENCE 3 REPEAT DO STEP NUMBER.................1 REPEAT COUNT....CONTINUOUS 4 LAST

Create Ringing Queue

The ringing queue plays ringing to the caller repeatedly while in this queue. The ringing call guide looks like this: STEP TYPE 1 DO REPEAT STEP NUMBER.............3 2 WAIT WAIT TIME.......250 SECONDS TONE................RINGBACK 3 REPEAT DO STEP NUMBER.................1 REPEAT COUNT....CONTINUOUS 4 LAST

Create Music Queues

All other ACD Queues are used to play music. There are two differences between these ACD Queues and the others. First is the Call Guide that indicates that music plays repeatedly. The call guide is as follows. Music Call Guide STEP TYPE 1 DO REPEAT STEP NUMBER.............3 2 WAIT WAIT TIME............250 SECONDS TONE.................MUSIC 3 REPEAT DO STEP NUMBER.................1 REPEAT COUNT....CONTINUOUS 4 LAST

This queue requires an indication of where the music source is located. The field:

MUS...PILOT MUSIC SOURCE

Change from “CALLER'S USER GRP” to the Cabinet.Slot.Shelf.Circuit of the music source. For an example, see Create Music Sources; the first music source configured on the 4-wire trunk card is 1.2.15.1.

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Work At Home Stations The Pointspan switch functions similarly to a PBX. The majority of its functionality works as you expect a standard PBX phone to function. The switch can transfer calls to and from the phone, hang up, conference and other standard functions.

Because of this behavior, it is necessary to make Pointspan treat each of the connections to the Audio Server as if they were Pointspan phones rather than outbound calls. Pointspan uses work at home stations to accomplish this; the work at home stations in this section are for connecting to the audio servers, not CVCC agents.

A unique work at home station is required for each agent. A unique work at home station is selected and used each time a call is placed on the local tie trunks to the Dialogic Card. CVCC requires at least one work at home station per concurrent Dialogic connection.

Create Button Template

To create the work at home stations, create a button template for these “virtual” phones. Use the BTNS command on Man Machine at the select command to create a button template. It is required that the following template be created.

Work At Home

** ITE BUTTON TEMPLATE # 100 TYPE: NORMAL 02/28/01 20:04:06 BTN....1.....SELECT BTN....2.....UNASSIGNED BTN....3.....UNASSIGNED BTN....4.....UNASSIGNED BTN....5.....UNASSIGNED BTN....6.....UNASSIGNED BTN....7.....UNASSIGNED BTN....8.....UNASSIGNED BTN....9.....UNASSIGNED BTN...10.....UNASSIGNED BTN...11.....UNASSIGNED BTN...12.....UNASSIGNED HTP...HOLD TYPE..........................NORMAL ***...HOLD RETRIEVE......................SELECT CTO...CALL TERMINATION...................HIGH-N-DRY IRS...RE-SELECT..........................NO MSC...MANUAL STATION CONTROL.............ALL ENABLED

Create a Phone

Create the button template then create the work at home phones. Use the FONE command from man machine and select a work at home type of phone to accomplish this.

Example: FONE,U,C,W,100

Ensure the number of the work at home station starts with 1, is associated with a voice line of 30001, and is added to the work at home station number. Therefore work at home station 5 would be associated with voice line 30005. Other ranges may be used as long as the entire block of work at home stations is contiguous.

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When creating the phone, also create the voice number associated with the work at home station; Aastra recommends you create the phone and associated work at home number at the same time. Validate the voice line is created as an ACD Agent line.

An example of a configured work at home station follows: ** STATION DEFINITION: 05/18/04 11:38:07 ***...WORK AT HOME...........STATION ID: 1 ***...STATION EQUIPMENT TYPE.............WATH BTP...BUTTON TEMPLATE NUMBER.............100 SUG...STATION USER GROUP NUMBER..........1 PWD...WORK AT HOME PASSWORD..............NONE COS...CLASS OF SERVICE...................1 GRP...MESSAGE SOURCE GROUP...............NONE OAM...OAI ASSOCIATED MEMBER..............YES DND...DO NOT DISTURB ALLOWED.............NO VMC...InteMail MESSAGE DESK OPERATOR.....NO AHL...AUTOMATIC HOLD.....................NO DPT...DTMF PASSTHROUGH TIMING INDEX......NONE EAC...EMERGENCY ASSOCIATED CPN...........NONE LPR...LINE PRESELECT TYPE................PRIME PLB...PRIME LINE PRESELECT BUTTON #......1 RETURN CONTINUES DISPLAY..... => BUTTON TYPE LINE/FEATURE ID 1.PL.ACD.VOICE LINE.....DRN:30001 -UGP:1...RING AGENT 2........FEATURE........UNASSIGNED 3........FEATURE........UNASSIGNED 4........FEATURE........UNASSIGNED 5........FEATURE........UNASSIGNED 6........FEATURE........UNASSIGNED 7........FEATURE........UNASSIGNED 8........FEATURE........UNASSIGNED 9........FEATURE........UNASSIGNED 10........FEATURE........UNASSIGNED 11........FEATURE........UNASSIGNED 12........FEATURE........UNASSIGNED

Create Agent IDs

Create the Work at Home Station then create Agent IDs. CVCC uses Agent IDs to ensure the “virtual” phones automatically answer any call transferred to them. Similar to Work at Home stations, the system expects a contiguous pool of Agent IDs. When a Work at Home station is set up, it logs in an agent from this pool to provide auto answer. To create an Agent ID use the AGID command from Man Machine and create an ID for each remote station you expect to be active on the system concurrently. See example that follows.

** AGENT IDENTIFICATION DEFINITION 05/18/04 11:38:58 AID...AGENT IDENTIFICATION...............30001 UGP...USER GROUP.........................1 ***...CALL CENTER NUMBER.................1 ***...AGENT STATUS.......................OFFLINE PLT...HOME ACD PILOT DIRECTORY NUMBER....NONE PSW...AGENT PASSWORD.....................NONE AVL...ASSOCIATED VOICE LINE DIRECTORY....NONE NME...AGENT NAME.........................

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WUP...WRAP-UP ALLOWED....................NO AIP...AGENT IDLE QUEUE PRIORITY..........0 DAS...DYNAMIC AGENT SIGNON...............ALLOWED RAG...ROAMING AGENT......................NO

Call Progress Tone Detection Group

Each time a Work at Home station connects to the system, the system uses Call Progress Detection to detect busy signals and Telco-intercepts prior to hardware answer detection. To enable this, create a Call Progress Tone Detection Group and assign an MSF. Refer to Pointspan System Database Administration, #2513-nnn for more details.

IVS Phrase Configuration This section describes the process to configure the Pointspan Integrated Voice Services (IVS) features for use with the CVCC system, including the following procedures:

• Create Phrase Groups • Create IVS Groups • Configure IVC Card • Upload IVS Audio Files • Idle Phrase Configuration • Configure related audio file values in CVCC Critical Interlink Server

This section assumes administrators have previous knowledge of the IVS service configuration on a Pointspan switch.

Configure Pointspan Integrated Voice Controller Card

The Integrated Voice Controller Card (IVC Card) enables the switch to playback user defined audio files to both callers and remote agents. The CVCC system uses this card to provide prompts to remote agents to indicate status of their connection.

Create Phrase Group

Create a Phrase Group on Pointspan to store the user defined audio files. Use the IVS command on the Man Machine terminal to create a phrase group. Use any number desired for the group and assign it to the contact center in use by CVCC. For further information on the call center number, please see Pointspan Switch Configuration.

An example of a phrase group is as follows.

UGP...USER GROUP NUMBER..................1 ***...CALL CENTER NUMBER.................1 ......LENGTH OF PHRASES.......(bytes)....0 (mm:ss) 00:00

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Create Integrated Voice Services Groups

After creating the Phrase Group, set up the IVC Card on the switch to define where to assign the two IVS Phrase Groups.

There are two types of IVS Phrase Groups required.

• Broadcast - A broadcast IVS Phrase Group allows parties to connect to the port at any time during file playback. A remote agent may connect to the port during the beginning, middle, or end of the playback.

• Non-broadcast - A non-broadcast IVS Phrase Group only allows parties to connect to the port prior to the beginning of playback. This ensures the party hears the entire message from beginning to end.

IVS Phrase Group 1 (Broadcast Group) - The first group to set up is a broadcast group. CVCC uses this group to playback an idle audio prompt to all remote agents not currently on a call. This idle audio prompt provides the agent an audible indication that they remain connected to the system.

To create this group use the GRPS command and create an Integrated Voice Services Group. An example of the configuration of this group is as follows.

** INTEGRATED VOICE SERVICES GROUP 10/10/03 12:16:10 ***...IVS GROUP..........................346 UGP...USER GROUP NUMBER..................1 SLC...CHANNEL SELECTION..................BOTTOM UP SWT...SHARE WAIT TIME.(milliseconds).....200 MCS...MAX COUNT FOR SHARING..............1000 BRC...BROADCAST IVS GROUP................YES ASSOCIATED PHRASE GROUPS:

1

Ensure that when you create the group you maximize the MAX COUNT FOR SHARING value and set the BROADCAST IVS GROUP to YES. This allows a maximum number of agents to connect to the ports assigned to this group and indicates that this is a broadcast group. Assign the previously created Phrase Group to the IVS Group.

IVS Phrase Group 2 (Non-Broadcast Group) - The second group to set up is a non-broadcast group. CVCC uses the non-broadcast group to playback a prompt when the remote agent is first dialed indicating they should press a key to accept the call from CVCC.

The Non-broadcast group is also used to playback an audio indication that the CVCC system is about to disconnect the agent because no more calls are currently available for the agent.

Use the GRPS command to create an Integrated Voice Services Group. An example configuration of this group follows.

** INTEGRATED VOICE SERVICES GROUP 10/10/03 12:09:08 ***...IVS GROUP..........................345 UGP...USER GROUP NUMBER..................3

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SLC...CHANNEL SELECTION..................BOTTOM UP SWT...SHARE WAIT TIME.(milliseconds).....200 MCS...MAX COUNT FOR SHARING..............5 BRC...BROADCAST IVS GROUP................NO ASSOCIATED PHRASE GROUPS: 1

Ensure that the BROADCAST IVS GROUP value is set to NO. All other values may be defaulted. Assign the previously created Phrase Group to the IVS Group.

Configure IVC Card

After creating the Integrated Voice Services Groups, configure the IVC card or cards and assign their ports to the two groups. This allocates the IVC resources for use by these two groups. Refer to Pointspan IVC Card Features and Support, #2489-nnn for more information.

Use the CARD command and select the cabinet, shelf and slot of the IVC Card. The card type is IVC and the application is IVS. Input the IP address of the IVC Card and assign the ports of the card to either the broadcast or non-broadcast group depending upon needed resources.

As a rule of thumb, the broadcast group requires n ports where n = <MAX COUNT FOR SHARING defined in the group>/<number of concurrent remote agents>. Configure the non-broadcast group with one port for every 30 concurrent agents.

Repeat this process for each IVC Card to assign ports to the appropriate IVS Groups.

Upload IVS Audio Files

After configuring the IVC card, upload the desired audio phrases to the Pointspan switch. Use the IVS Phrase Manager utility, provided by Aastra, to upload the phrases to the IVS Group previously created, and assign each a unique phrase id. Refer to Pointspan IVC Card Features and Support, #2489-nnn for more information.

Idle Phrase Configuration

Once the phrases are uploaded to the IVS Group, modify the configuration of any remote agent connection (Work At Home Station) configured within the CVCC Provisioning application.

Modify only the “Work at Home” stations that will connect to agents. These stations will be added to the Provisioning portion of CVCC and used by agents.

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Use the FONE command on the Man Machine terminal to modify the Work At Home station. Type the Work At Home Id of the station to modify. Modify the GRP (Message Source Group) value by adding the value of the broadcast group previously set up and the phrase id of the idle audio. A configured Work At Home Station looks similar to this:

***...WORK AT HOME...........STATION ID: 50 ***...STATION EQUIPMENT TYPE.............WATH BTP...BUTTON TEMPLATE NUMBER.............100 SUG...STATION USER GROUP NUMBER..........1 PWD...WORK AT HOME PASSWORD..............NONE COS...CLASS OF SERVICE...................1 GRP...MESSAGE SOURCE GROUP...............346 ***...IDLE MESSAGE IVS PHRASE GROUP #....1 ***...IDLE MESSAGE IVS PHRASE ID #.......2 OAM...OAI ASSOCIATED MEMBER..............YES DND...DO NOT DISTURB ALLOWED.............NO VMC...InteMail MESSAGE DESK OPERATOR.....NO AHL...AUTOMATIC HOLD.....................NO DPT...DTMF PASSTHROUGH TIMING INDEX......NONE EAC...EMERGENCY ASSOCIATED CPN...........NONE LPR...LINE PRESELECT TYPE................PRIME PLB...PRIME LINE PRESELECT BUTTON #......1

Configure Critical Interlink Server

The final step to adding phrases to the switch is to configure the Critical Interlink Server to know which Phrase Group and Phrase ID to use. This enables agents to hear the appropriate phrase played to them on idle, disconnect, and connect.

To configure the Critical Interlink Server, run the Admin Interface, and select the Switch tab. The Switch Audio Files (IVS Phrases) grouping represents a switch phrase to play and the language that phrase supports. Edit the entries in this group to assign the Phrase Group (the Phrase Group previously set up) and ID (the identifier assigned to the phrase when uploaded) as appropriate; click Save Changes.

To implement the changes, restart the Critical Interlink Server during a maintenance window.

If the supported language is English, and you uploaded a phrase to play when CVCC first connects an agent, the Admin setting looks similar to this:

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Figure 1. IVS Phrases - Admin Interface

Load Balancing Requirements The load balancer balances the web load between any number of Web servers. For example, if your CVCC setup has two Web servers, and four agents connect, the load balancer places two agents on one Web server and two agents on the other Web server. CVCC requires the load balancer to support Persistent Sessions to connect clients.

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Chapter 2 Admin Interface

The Admin Interface application is a tool that enables you to make changes to select system files without having to go into each system file to change it directly. Run the Admin interface on the CVCC CIS server after installation of all server components is complete; see the CVCC Server Component List. This section describes the Admin Interface and provides a procedure to run the Admin interface.

During installation, the CVCC Server Setup Install Shield stores registry values for the server component(s) installed on each server.

Before you begin, ensure your OAI driver is established, review Admin Interface Overview, and gather all required data, such as the OAI driver information and switch configuration parameters. Use this information to configure the CVCC settings via the Admin Interface.

Any changes made in Admin, after the initial installation, require a restart of the CC TES service to take effect.

Admin Interface Overview The following sections provide graphics of each tab on the Admin Interface followed by a table that describes the fields on that tab for your reference:

• General • Server • System Misc • Resources • System Resource Counters • Audio Services • Tracing • Audio Server Trunks • Switch

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General Tab

Figure 2. Admin Interface Overview – General Tab

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Table 46. Admin Interface Overview – General Tab

Field Name Description

Agent Audio Alert:

Audio Alert Filename Enter the filename for the audio sound to play for incoming calls.

The file entered must be copied to the "WebAgent" directory on each web server.

System Email Settings:

Email Server Hostname Enter the hostname of the Email server (POP mail server) that houses the outbound email functionalities for the application. The email server submits Emails from IFlow “Send Email” script step and historical reporting.

IFlow BCC Email Address

Optional. Enter an address to receive a blind copy of each Email sent from the “Send Email” IFlow script step.

Agent Dial Analysis (Rules):

Max Local Digit Length

Enter the maximum number of digits for a number that is "local" (an extension on the switch). All dials over this number are assumed remote (outside).

Remote Prefix List Enter comma-delimited list of all prefix codes that when used result in a remote dial such as "9" for an outside line, “011” for international.

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Server Tab

Figure 3. Admin Interface Overview – Server Tab

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Table 47. Admin Interface Overview – Server Tab


Server IDs

Workflow Server Select the Workflow Server to view or set the associated ID.

WS ID Set the ID of this Workflow Server (WS). There may be up to 3 WF servers in the system and each one must be set to a unique value. The WF ID for a Small Office installation is pre-set to 1.

Audio Server Select the Audio Server to view or set the associated ID.

AS ID Set the ID of this Audio Server (AS). There may be many Audio servers in the system and each one must be set to a unique value. The AS ID for a Small Office installation is pre-set to 1.

Installed Components Read only; provides a reference of the installed components on each server in the system.

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System Miscellaneous

Figure 4. Admin Interface Overview – System Misc Tab

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Table 48. Miscellaneous System Settings


System ID Reserved for future use – always set to 0

Message Routing Group Servers

Active Workflow Server List Enter the Hostname for each Workflow server in this system (if more than one, separate with commas).

Active CIS Server Enter the Hostname for the Critical Interlink server in this system.

Network Memory Mode Select the shared memory mode for the system. The 3 options are: • Auto Detect – Uses ScramNet if found,

otherwise a memory mapped file • Memory Map – Uses a local memory mapped

file only (usually for single server installations)

• ScramNet – Uses ScramNet network memory only (usually for multiple Workflow Servers sharing network memory)

Reporting Data logging

Maximum Log Data (MB) The maximum space allocated (in megabytes) for files the logger creates and stores on the server.

Max Available for Rewind (MB)

Total log data available (in megabytes) on the server for use in rewind recovery in case of a failure.

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Resources Tab

Use the Resources tab to select the type of connection to make to the ResourceFiles share depending on your environment.

Figure 5. Admin Interface Overview – Resources Tab

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Table 49. Admin Interface Overview – Resources Tab

Field Name Description Additional Info

Resource Files Path Enter the full path (in UNC format even if the path is on the same system) to the location where system resource files are stored.

This is the share drive created during the Resource Files Server installation.

Recording Files Path

Enter the full path (in UNC format even if the path is on the same system) to the location where system recordings are stored.

Normally set this to the same path as on the Resource Files Server but may be changed to a separate server if required.

Windows Domain The Windows Domain name for the Resource Files Server and Recording Files Server (if it is a separate server).

User ID If the resource path(s) are not local, enter the User ID to enable the server to access the resource path(s).

Both Resource and Recording paths must use the same User ID even if located on separate servers.

Password If the resource path(s) are not local, enter the password required to enable the server to access the resource path(s).

Both Resource and Recording paths must use the same password even if located on separate servers.

System Database Connection

Configuration parameters for the system database connection. For more information, see the Install Database section of this guide.

Provider Enter the database provider type. Currently, the only supported value is MSDAORA (for Oracle databases).

Data Source Enter the Data Source name configured during database creation. For Oracle, this is the Oracle Service Name, found in the “tnsname.ora” file.

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Field Name Description Additional Info

User ID Enter the User ID required to access the database tables in the database. This User ID should match the User ID provided when the database scripts were executed to install the database.

Password Enter the password required to access the database tables in the database. This password should match the password provided when the database scripts were executed to install the database.

Reporting Server Database Connection

Configuration parameters for the Reporting Server database connection (written to the reporting ASP file). For more information, see Install Database section of this guide.

Data Source Enter the Data Source name configured when the database was created. For Oracle, this is the Oracle Service Name, found in the “tnsname.ora” file.

User ID Enter the User ID required to access the database tables in the database. This is generally a read-only login for the reporting server to access when creating historical reports.

Password Enter the password required to access the database tables in the database (to match the above user Id).

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System Resource Counters Tab

The System Resource Collector Service and the Disk Resource Utility Service collect data for reporting.

Figure 6. Admin Interface Overview – System Resource Counters Tab

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Table 50. Admin Interface Overview – System Resource Counters Settings


Schedule for System Resource Collector Service:

When schedule is active, collects system metrics (such as logged-in agents, audio ports in use, disk space utilization, etc), consolidates the data, and writes it to the database. This service captures a snapshot of the data from the Workflow Server(s) and Resource Files Server(s) according to the specified schedule.

Schedule Active Check to enable the schedule for operation. When unchecked, the System Resource Collector Service does not collect any data.

Repeat Interval Set the schedule interval (such as every 30 minutes or every 1 day, etc.)

Interval may be set for: • Minute(s) • Hour(s) • Day(s) • Week(s)

Starting Date/Time Set the starting date and time for the schedule.

Workflow Server List Enter the list of Workflow servers where the System Resource Collector collects data. Comma separate Hostnames.

Resource Server List Enter list of Resource servers from which the Disk Resource Utilization Service collects data. Comma separate Hostnames

The Resource Server list must include all Resource Files Servers and all Recording Servers in the system.

Schedule for Disk Resource Utility Service:

When schedule is active, takes a snap shot, at specified intervals, of disk space utilization for voicemail, recordings, and reports. This service places data in system performance counters for collection by the System Resource Collector Service.

Schedule Active Check to enable the schedule for operation. When unchecked, the Disk Resource Utility Service does not collect any data.

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Repeat Every Set the schedule interval (such as every 30 minutes or every 1 day, etc.)

Interval may be set for: • Minute(s) • Hour(s) • Day(s) • Week(s)

Starting at Date Set the starting date and time for the schedule.

Audio Services Tab

Figure 7. Admin Interface Overview – Audio Services Tab

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Table 51. Admin Interface Overview – Audio Services Settings


Recording Quality Select desired quality using the following table:

File Type File Ext Kb/sec Quality/Space

6 kHz ADPCM (4-bit) .v24 24 Low / Low

8 kHz ADPCM (4 bit) .v32 32 Med / Med

6 kHz PCM mu-law (8-bit) .u48 48 Good / Med

8 kHz PCM mu-law (8-bit) .u64 64 High / High

6 kHz PCM A-law (8-bit) .a48 48 Good / Med

8 kHz PCM A-law (8-bit) .a64 64 High / High

11 kHz linear PCM (8-bit) .wav 88 High / High

PCM formats are smaller and more efficient than WAV files.

When recordings are archived using the Recording Manager utility, recordings are converted to wav or wma format (for playing via any standard player.)

Audio Server Location

Audio Server Select an Audio Server from the drop-down list to view or modify the Location ID.

Location ID Enter the Location ID of the selected Audio Server.

The Location ID relates to the physical location of each Audio Server in the system. Assign a unique Location ID to the primary Audio Server as well as to any backup Audio Servers located at different physical locations.

Locations Managed by File Server

The physical location of each Audio Server managed by the Resource Files Server.

Resource File Server Select a Resource Files Server from the drop-down list to view or modify the Locations Managed list.

Location List Enter comma-delimited list of Audio Server physical Location IDs the Resource Files Server receives media from (recordings, voicemail, etc.)

Backup Location Search Order (for Audio Servers)

If multiple Audio Servers exist at different physical locations within your system for backup purposes, enter a comma-delimited list of each Audio Server’s Location ID. In the event the local Audio Server is unavailable, the system selects a backup Audio Server according to the Backup Location Search Order.

The system always attempts to select an audio resource at the location where the switch is receiving a call. If this Audio Server is not available, the system

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Field Name Description searches for an alternate resource using the Backup Location Search Order list provided for that location.

Add – Click to add a Backup Location Search Order for a location.

Delete – Click to delete the selected Location Search Order.

To edit a search order, double-click in the field, make the desired changes; click Save to save the changes before you exit Admin.

Switch Cabinet Locations

Applies to Pointspan switch platform only. Enter comma-delimited list of switch cabinet numbers installed at each location in the system. This information is required to identify the Audio Server located at the node where a call originated.

Add – Click to add a location's cabinet number record to the list.

Delete – Click to delete a location from the list.

To edit a switch cabinet location, double-click in the field, make the desired changes; click Save to save the changes before you exit Admin.

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Tracing Tab

Figure 8. Admin Interface Overview – Tracing Tab

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Table 52. Admin Interface Overview – Tracing Server Settings


Tracing Server Type

Select Server Select a server to view, or modify the Tracing settings.

This server is a local Tracing Server Select this radio button to have this server collect tracing information locally and/or to be a centralized Tracing Server.

This server will use a remote Tracing Server

Select this radio button to have this server send all tracing information to another Tracing Server.

Local Tracing Server Settings

Client Socket Port Enter the socket port to be used by Trace Viewer clients to connect to this tracing service (if changed, it must also be changed on the client applications.)

Max Disk Space (MB) Enter the maximum number of megabytes allowed for Tracing Server disk storage.

Trace Files Path Enter the full path to the directory where trace files will be stored or click Browse to select a path.

Remote Tracing Server Settings

Hostname Enter the name or the IP address of the machine used for tracing.

Host Socket Port Enter the socket port for the remote tracing server.

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Audio Server Trunks Tab – Pointspan Switch Platform

The Audio Server Trunks tab contains the list of all Audio Server spans configured to connect the server to the Pointspan switch. You may add or delete Spans from the list.

Figure 9. Admin Interface Overview - Audio Server Trunks Tab - Pointspan

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Table 53. Admin Interface Overview - Audio Server Trunks Tab – Pointspan


Audio Server Select the Audio Server to view, or modify Span settings.

Connected Spans

Total Spans Read Only. Provides the total number of spans configured.

Total Set To Active Sets the number of spans that are Active (such as spans the Audio server will activate as connected to the switch). This allows the server to have more physical spans than needed to connect to the switch.

Add Click to add a new span to the list.

Delete Click to deletes the selected span from the list.

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Switch Tab – Pointspan Switch Platform

Figure 10. Admin Interface Overview – Switch Tab

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Table 54. Admin Interface Overview – Switch Settings


Switch Settings

Call Center Enter the Call Center that was configured on the switch, which is associated with the User Group and OAI facility for the Centergy Virtual Contact Center system.

Off Switch Dial Prefix Enter the Dial prefix required to make an outside call from the switch.

OAI App ID Enter the Application ID configured in the OAI Driver Control Program configuration.

OAI App Password Enter the Application Password configured in the OAI Driver Control Program configuration.

OAI Driver Name Enter the driver name configured in the OAI Driver Control Program.

Busy Pilot Enter the pilot number configured on the switch to provide "busy" tone to callers. Do not include the Busy Pilot in the range described in First Audio Pilot.

First Audio Pilot Enter the starting number for the range of pilots configured to provide hold audio sources (hold music and silence).

• Audio pilots must be contiguous on the switch. • The first audio pilot must be configured for Silence

and the second pilot must be configured for Ringing similar to:

Audio Pilot # Configuration • 2000 • Silence • 2001 • Ringing • 2002 • Music Sources

Number of Audio Pilots Enter the number of audio pilots (music sources) configured on the switch.

Priority 1 Msg Rate Message rate for priority 1 queue (messages per second) sent to the Pointspan switch. The rate depends on the switch matrix size and other applications using CTI links. Aastra recommends a setting of 20 for ¼ matrix, or 80 for full switch.

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Priority 2 Msg Rate Message rate for priority 1 queue (messages per second) sent to the Pointspan switch. The rate depends on the switch matrix size and other applications using CTI links. Aastra recommends a setting of 30 for ¼ matrix, or 120 for full switch.

User Group Enter the User Group configured on the switch, which is associated with the Call Center and OAI facility for the Centergy Virtual Contact Center system.

IVS Group Enter the Group number configured on the switch for the IVS resources.

WAH Pool The WAH Pool contains configuration information for the pool of WAH stations CVCC uses to manage Audio connections. The WAH ID and Agent ID referenced in the WAH Pool act as surrogate IDs for CVCC to use when connecting audio to an agent.

See Work at Home Stations for more information.

First WAH ID Enter the starting WAH ID number configured on the switch for the WAH sessions for use by Audio Servers.

The configured WAH IDs must be contiguous.

First WAH Station DIRN Enter the DIRN assigned to the first WAH ID as configured on the switch for use by Audio Servers.

The configured Station DIRNs must be contiguous.

Number of WAH Stations Enter the total number of WAH IDs configured on the switch; used by Audio Servers.

First Agent ID Enter the starting Agent ID for the range of Agent IDs; used by the Audio Server and user Work At Home IDs. This pool of Agent IDs is used by the system to make voice connections.

The configured Agent IDs must be contiguous.

Number of Agent IDs Enter the total number of Agent IDs configured on the switch; used by the Audio Server and user Work At Home IDs.

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Switch Audio Files (IVS Phrases)

Enter the Phrase Group and Phrase ID as configured on the switch for each Phrase Name in the list. Click on a Phrase Name for each language and press Edit.

• The default Agent Connect audio phrase is a tone

and may be used for all languages (this may be changed per language if desired).

• The Phrase list automatically contains entries for available phrases in all languages currently installed on the system.

• You may want to assign a Phrase Group for general prompts, and a unique Phrase Group for each supported language to help organize the prompts (there are 499 selectable Phrase Groups on the switch).

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Switch Resources Tab – IP Switch Platform

Figure 11. Switch Resources Tab – IP Switch Platform only

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Table 55. Switch Resources – IP Switch


Resources Displays a tree view of the currently configured chassis and card resources.

Add Chassis Click to add a chassis to the resource configuration.

Add Card Click to add a card to the selected chassis.

Delete Chassis Click to delete the selected card or chassis.

Chassis Properties Displays current properties for the selected card or chassis.

Enabled Check to enable the selected card or chassis.

MSP Host Select the media Server host desired to be in control of the selected card.

Card S/N Enter the manufacturer’s serial number for the selected card.

Card Resources Displays the current settings for DSP (Digital Signal Processor) resources, TDM spans, and the Switch span for the selected card. Double-click in any field to edit.

DSP Modules

Add DSP Click to add a DSP Module to this card.

Delete DSP Click to remove the selected DSP Module

TDM Spans

Add Span Click to add a TDM span to the selected card.

Delete Span Click to delete the selected Span.

SIP Span

Enabled Check to enable the SIP span on the selected card.

Channels Enter the number of channels to allocate for the SIP span on the selected card.

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Switch Routing Tab – IP Switch Platform

Figure 12. Switch Routing Tab – IP Switch Platform only

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Table 56. Switch Routing Settings – IP Switch


Displayed Outbound TDM CallerId (ANI)

Enter the Caller ID number (ANI) to send when placing outbound TDM calls. This is a phone number assigned to the T1 or ISDN spans provided by the Telco Service.

Proxy IP Addresses Provides configuration for a primary Proxy and a backup in the event the primary is unavailable.

Primary/Backup Select Primary or Backup to configure.

IP Address Enter the IP address of the Proxy server.

Port Enter the port number for connecting to the Proxy server; default is 5060.

Registrar IP Address Provides configuration for a primary Registrar and a backup in the event the primary is unavailable.

Primary/Backup Select Primary or Backup to configure.

IP Address Enter the SIP address of the Registrar server.

Port Enter the port number for connecting to the Registrar server; default is 5060.

Proxy/Registrar Authentication

Provides system SIP information for connecting and authenticating to the Proxy or Registrar servers.

SIP Address The system SIP address; format: UserName@Domain.

SIP Password The password required to authenticate with the Proxy and/or Registrar.

SIP Display Name The name or title to display to the called party when placing an outbound SIP call.

Access Routing Codes Provides configuration for the chassis, card, and port reservations that match the access codes configured in System Provisioning.

Each Access Routing Code contains a comma-delimited resource list formatted as Chassis.Card.Port such as 1.0.1,1.0.2.

See 2552-nnn, CVCC Provisioning User Guide for more information.

Add Add a new access code to the configuration list.

Delete Delete the selected Access Routing Code.

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Switch Audio Tab – IP Switch Platform

Figure 13. Switch Audio Tab – IP Switch Platform

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Table 57. Switch Audio Tab – IP Switch


Agent Idle Configures the sound to play when the agent’s phone is connected and the agent is not on a call.

Agents Prompts Configures the sounds to play when the agent connects to a call, and when the agent is disconnected from the system.

Agent Connected Filename Enter the filename of the audio to play when the agent connects to a call.

Agent Disconnect Filename Enter the filename of the audio to play when the agent is disconnected from the system.

Broadcast Audio Sources Configures the filenames for the broadcast sources, such as hold music, as configured in System Provisioning.

This list of IDs starts at 10 and must match the System Provisioning list.

Add Enter the filename of the audio to play when the agent connects to a call.

Delete Click to delete the selected broadcast source from the list.

Run Admin Interface

After configuring all servers in your system, run the Admin interface on the CIS server to complete the installation. Navigate through each Admin tab because not all fields have defaults.

• Select Options>Enable Tool Tips to toggle tool tips off or on. • Press F1 to access the online help for the selected tab. Refer to Admin Interface

for more details about the fields displayed on Admin tabs.

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Table 58. Run Admin Interface

Step Action Result

1. Verify all servers are configured.

2. Select Start>All Programs>Contact Center Server>Administration Interface to launch Admin.

The Admin window displays.

3. Click View > Propterties. The Configure Properties window

displays.

4. If this is a small office system (single server) check the This is a Single Server System checkbox then click OK.

OR

If this is a multiple server system add Hostnames and Authentication information then click OK.

The Configure Properties window closes.

5. Verify or provide required information on each tab.

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Step Action Result

6. Verify all data on each tab is correct and click Save.

Click Save to save all data contained on all tabs. You may save as you go or when all data is complete.

Most changes take effect when you start the system. Some settings may be updated dynamically with the Update Config command in Syswatch; see Update Config for more information.

Any changes made and saved in Admin, after the initial installation, require CC TES be restarted for those changes to take effect.

Saves all data.

7. Click Exit or select File>Exit from the File menu.

The Admin window closes.

If there are unsaved changes, the following prompt displays before the application can close.

If prompted to save changes (see Result in Step 5) do one of the following:

• Click Yes to save changes and close Admin.

Admin saves changes and closes.

OR • Click No to close Admin without

saving changes. Admin closes and does not save changes.

OR

8.

• Click Cancel to return to Admin. Admin remains open.

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Chapter 3 CVCC System Start-Up

After installation is complete, follow the procedures in this section to startup the various system components.

Aastra recommends you perform startup in the order listed below.

In the event one of these components is not up, the system utilizes its retry logic. This order is based on what is needed when servers start but is only recommended, not required.

Table 59. Start-Up Order

Step Action

1. Database Server 2. Resource Files Server – verify this server is booted

3. Critical Interlink Server 4. Workflow Servers 5. Audio Servers 6. Web Servers 7. Delegate Servers

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Start the CVCC Application To enable users to login to the CVCC system, all of the required services must be successfully started on each CVCC server. Follow the Start CVCC procedure on every server that has any of the following server components installed:

• Critical Interlink Server • Audio Server • Workflow Server • Recording File Server

The Start CVCC on Web Server and Stop CVCC on Web Server procedures differ slightly from the Start and Stop procedures you use on all other CVCC servers.

Table 60. Start CVCC on Web Server

Step Action

1. Select Start>All Programs>Administrative Tools>Services to bring up the list of services.

2. Verify Status column shows the following services Started:

• Apache Tomcat) • IIS Admin Service • World Wide Web Publishing Service

3. Verify the CVCC web site is started; drill down to select the CVCC web site as shown below (the CVCC web site in this example is named Contact Center). The play button is grayed-out, indicating the service is started.

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Table 61. Start CVCC on Servers (excluding Web Server)

Step Action


2. Verify Status column shows the following services Started:

• Dialogic (Audio Server) • OracleOraHome##Agent (DB Server) • OracleORAHome##TNS Listener (DB Server) • OracleServiceYourDBName (DB Server)

3. Start the “CC TES” service from the Windows Services tool.

Verify the remaining services that begin with CC (CC ACR for example) started as expected. See CVCC Service Descriptions for more information regarding services.

The TES start-up process takes several seconds to complete. Refresh the screen after approximately 30 seconds and verify the above referenced services started successfully.

The Windows Event Viewer logs any errors resulting from starting another service.

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Stop the CVCC Application Stop the CVCC Application before performing any upgrades.

Table 62. Stop CVCC on Web Server

Step Action

1. Select Start>All Programs>Administrative Tools>Internet Information Services (IIS) Manager to bring up the list of available services.

2. Drill down to and select the CVCC web site as shown in this graphic (the CVCC web site in this example is named Contact Center).

3. Click the stop button (black box) to stop the web site.


5. Stop the following services: • Apache Tomcat • IIS Admin Service • World Wide Web Publishing Service

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Table 63. Stop CVCC on Servers (excluding Web Server)

Step Action


2. Select CC TES in the Services window and click the Stop button on the toolbar.

3. Verify the remaining services (any service that begins with CC) are stopped as expected.

The TES shut down process takes several seconds to complete. Refresh the screen after approximately 30 seconds and verify the above referenced services stopped successfully.

The Windows Event Viewer logs any errors resulting from stopping another service.

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Chapter 4 Maintenance

Services There are several JAVA servlets and multiple system services included with the Centergy Virtual Contact Center (CVCC) application. The following sections detail these servlets and the maintenance steps for the server where the software is loaded.

This software does not affect switch maintenance; please follow switch guidelines.

Table 64. CVCC Service Descriptions

Server Name Service Names Description

Workflow Server CC ACR

(Agent Contact Router)

Provides the Workflow System and the Script Engine for the CVCC system; these execute all Treatment Polices for incoming media events. Additionally, ACR manages the agent connections from the Web Servers.

Resource Files Server CC DBVERIFY

(Database Verify Service)

Verifies and corrects the media database daily to ensure that there are no voicemail or recording files without database entries (or database entries without associated media files). This service is automatic (not managed by TES). Verification time is set via a registry entry.

Critical Interlink Server CC EEH

(External Event Handler)

Sends Email messages generated from a Treatment Policy (using the Email step in an IFlow script).

Workflow Server CC MOM

(Mother of Managers)

Manages the shared memory space on all operating Workflow Servers, and processes messages between workflow to the Switch Interface Manager and from the Audio Servers.

• Critical Interlink Server

• Audio Server • Workflow Server • Recording File

Server • Resource Files

Server

CC MQR

(Message Queue Router)

Routes system messages between services; provides automatic routing to the “active” Workflow Server.

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Server Name Service Names Description • Audio Server • Critical Interlink

Server • Recording File

Server • Resource Files

Server • Web Server • Workflow Server

CC MTS

(Message Tracing Service)

Collects tracing messages from active services and stores them or relays them as configured (MTS may be configured to store messages locally or relay to a central server as desired). Trace messages are stored for review via the Trace Viewer client. This service is automatic (not managed by TES).

Critical Interlink Server CC PDH

(Provisioning database Handler)

Provides the database interface for System Provisioning and Self Provisioning applications (via servlets on the Web Servers.)

Critical Interlink Server CC SIM

(Switch Interface Manager)

Provides the interface for the CTI link (OAI channel) between the CVCC system and the Pointspan switch.

Manages switch matrix functionality and translates switch events back to the CVCC system.

• Critical Interlink Server

• Audio Server • Workflow Server • Recording File Server • Resource Files Server

CC TES

(Task Executive Supervisor)

Starts, stops, and monitors the CVCC system services (with the exception of the Web Server servlets). TES periodically issues a “diagnose” command to each managed service and re-starts a service if needed to bring it back to a working state.

Any changes made and saved in Admin, after the initial installation, require CC TES be restarted for those changes to take effect.

Workflow Server CC TRM (Audio Server Manager)

Tracks the resources of all installed Audio Servers, and selects an available server for audio services requests.

Audio Server CC TRNMGR

(Audio Service Manager)

Manages the audio services functionality, which is responsible for providing audio services requests including:

Play audio prompts

Playback/recording of voicemail and call recordings

DTMF digit collection

Limited text-to-speech services

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Server Name Service Names Description

Critical Interlink Server CC SBS

(Stat Builder Service)

Generates required statistics for Real-Time stats display and for storing in the database for historical reporting.

Critical Interlink Server CC SDS

(Stat Database Service)

Inserts generated statistics into the database for historical reporting.

Workflow Server CC SYSWATCH

(SysWatch Service)

Collects service information for display on the SysWatch client application (used by operations for monitoring the CVCC system). Also provides admin functions to shut down an Audio Server and for updating configuration information of a running system.

Critical Interlink Server CC WFELOGGER

(Workflow Event Logger)

Relays reporting events to the SBS service and provides the ability to log events for later replay (diagnostic functionality).

• Recording File Server

• Resource Files Server

CC DRU

(Disk Resource Utilization Service)

Periodically collects disk usage information (by customer/division) for reporting (provided to SRC Service for storage in the database). The schedule is set via the Admin application.

Critical Interlink Server CC SRC

(System Resource Collector)

Periodically collects system resource information (DRU information as well as logged-in users, audio ports in use, etc) and stores in the database for historical reporting. Schedule is set via the Admin application.

Report Scheduler CC SCHEDULER Submits scheduled reports as close to the requested time as possible while honoring blocked time and resource limitations.

Report Viewer CC RPTVIEWER Ensures each completed report copies to the appropriate customer directory on the Resource File Server. Enables supervisors to view and manage reports on the appropriate Web Server location.

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Client Servlets Client servlets are java interfaces that transmit messages from the agent GUI and other clients to the workflow system.

The Apache Tomcat application manages the servlets. Refer to http://tomcat.apache.org/ for more information about the application.

Dependent Services The following services must be present on the Web Server to work with the CVCC application:

• Apache Tomcat • IIS Admin Service • World Wide Web Publishing Service

Stop the CVCC Application Stop the CVCC Application before performing any upgrades. See Stop the CVCC Application for procedures to stop CVCC on the Web server and all other servers.

Reboots Aastra recommends rebooting CVCC servers at least every two weeks during a maintenance window.

USB License Sentry Updates If your licensing agreement changes or the license sentry requires replacement, Aastra sends you an email with an updated LicenseKey.ini file attached. The LicenseKey.ini file works in tandem with the SecurityKeyModifier.exe to modify the existing license data on the USB Software Sentry.

Executing the SecurityKeyModifier.exe from the command window, described in the following table, enables you to verify the results. Using another method may close the window too quickly to view the results.

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Execute SecurityKeyModifier.exe – Command Window Execute the SecurityKeyModifier.exe on the Workflow server; do not use terminal services or any other remote means to access the Workflow server and execute this command.

Table 65. Execute SecurityKeyModifier.exe

Step Action Result

1. Copy the LicenseKey.ini file to the ContactCenter folder located in the applications installation directory, accessible by the target CVCC base system server(s) (such as C:\Program Files\ContactCenter).

2. Select Start>Run on the target server.

3. Type cmd then click OK.

The DOS Command window displays.

4. Go to the directory containing the SecurityKeyModifier.exe and LicenseKey.ini file, such as C:\Program Files\ContactCenter\ HASP.

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Step Action Result

5. Type SecurityKeyModifier then press <Enter>.

If you receive an error, verify:

• You are running the EXE file from the target CVCC base system server

• The INI and EXE files are in the same directory

• The USB Sentry is properly seated in the USB port

License data loads and the SecurityKeyModifier.exe results display in the DOS Command window.

Successful results are similar to this:

The product type: 0 was written to the Security key.

The major version: 4 was written to the Security key.

The minor version: 0 was written to the Security key.

The expiration days: 0 was written to the Security key.

The maximum logged in agents: 40 was written to the Security key.

The maximum logged in supervisors: 5 was written to the Security key.

If License Expiration was not enabled, the result does not refer to expiration days.

6. Verify that all results in Step 5 are correct.

If any results are incorrect, contact CSC to request replacement files.

7. Repeat Steps 1 through 6 for each USB Software Sentry.

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Add Additional Music on Hold Sources Music files are stored on the Resource Files server in the System Prompts directory.

Pointspan Switch Platform

To add additional music sources, configure the Pilot DIRNs for music ports on the switch. CVCC music sources are configured as a range of pilots as follows:

• First pilot – always set to the Silence queue (pilot). • Second pilot – always set to the Ringing queue (pilot). • Third and following sources – set to pilots in the contiguous range.

Add the new music sources to the end of the current range of pilots.

Identify Audio Pilots Currently in Use

Open the Admin Interface then select the Switch tab to identify which audio pilots are currently in use. Look at the First Audio Pilot field to see the starting audio pilot queue number and Number of Audio Pilots field to see how many audio pilots are currently provisioned.

Figure 14. Switch Tab Audio Pilots – Pointspan Switch Platform

After configuring the audio pilot range on the switch, configure those values in CVCC.

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Table 66. Configure Audio Pilot Range – Pointspan Switch Platform

Step Action

1. Open Admin Interface.

2. Select Switch tab, extend or reset the audio pilot range to include the new pilots.

3. Click Save Changes. Exit Admin.

IP Switch Platform

Enter the applicable filenames; click Save when finished.

Figure 15. Switch Audio Tab – IP Switch Platform

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Enter Music Source Names in Provisioning – Pointspan and IP Switch

Use the Provisioning application to update the music source names in the CVCC database so they may be used as a default source for each DNIS that the customer may have.

Table 67. Add Music Sources in CVCC Provisioning

Step Action Result

1. Launch Provisioning. The Provisioning window displays.

2. Expand Switch Resources.

3. Right-click or double-click on Hold Music.

4. Select View… Hold Music pop-up displays.

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Step Action Result

5. Click Add Music.

6. Type the music source number in the

Number text box, type the music source name in the Name text box, then click Save.

A warning window displays reminding you the Music Number must be a valid audio pilot on the switch.

7. Click OK. The new music number and name

appear in the Hold Music list.

8. Click Cancel to close the Hold

Music window.

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Customer Branding As you provision companies on the CVCC system, you may choose to brand the Centergy Virtual Contact Center (CVCC) application to display individual company logos instead of the Centergy logo on the agent interface.

There are two image files required for branding, Logo.gif and Login.gif. These files must be named as shown in the Customer Branding – File Requirements table, and must be stored in the Images directory on the shared file server for your company. An example of this directory is:

//<shared file server>/ResourceFiles/Customer/<division id>/Images

Table 68. Customer Branding - File Requirements

Required File Name

Size Requirements

Location Displayed

Additional Information

Login.gif

Maximum size: 100 x 79 pixels

Displays in the uppermost section of the toolbar on the Agent application.

Agents may click anywhere in the uppermost section of the toolbar to access online help. A mouse-over on this section displays the tool tip “Click for help page”. If you re-brand the CVCC application, your Login.gif file replaces the default Login.gif file. The default login.gif file includes the word Help in the graphic as shown here:

If you feel it is appropriate, edit your graphic to include the word “Help” to guide agents to the online help files.

Agents may also access online help by pressing <F1> on the keyboard.

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Required File Name

Size Requirements

Location Displayed

Additional Information

Logo.gif

Recommended size: 300 x 300 pixels

Displays on the validation window during login.

Table 69. Customer Branding CVCC

Step Action

1. Place the Logo.gif and Login.gif files in the Images directory; e.g. //<shared file server>/ResourceFiles/Customer/<division id>/Images

2. Open Provisioning.

3. Check out the company to re-brand.

4. Click Update Logos button to push the image files to all web servers for the selected company.

Workflow Server The procedures in this section apply only to multi-workflow server environments. Follow these procedures to take an active or inactive Workflow server offline or bring the Workflow server online.

Table 70. Take Active Workflow Server Offline

Step Action

1. Stop TES.

2. Use SysWatch to verify backup Workflow Server is acting as primary.

3. Perform maintenance.

Table 71. Take backup (inactive) Workflow Server Offline

Step Action

1. Stop TES.

2. Use SysWatch to verify Workflow server is offline.


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Table 72. Bring Workflow Server Online

Step Action

1. Start TES to bring server back up. The server comes up in backup mode.

2. Use SysWatch to verify server is identified as a backup.

3. Look for errors in Event Viewer.

Audio Server Before you perform maintenance, take the Audio Server offline.

Table 73. Take Audio Server Offline

Step Action

1. Verify that your Windows logon is part of the SysWatch Admins global group.

2. Open SysWatch.

3. Mouse-over the Audio Server icon to select the applicable server and display that server’s stats.

4. Click the Prep for Shutdown button.

• The Audio Server icon becomes light purple while the system prepares the

Audio Server for shutdown. • Agents not on calls are notified by an audio alert to hang up their phone and

they will be contacted later. • Agents on calls are allowed to finish the current call; after the call ends, the

agent is notified to hang up their phone. • The Audio Server icon becomes dark purple when all users are off the Audio

Server; the Audio Server is ready for shutdown.

5. Verify the Audio Server status is dark purple.

6. Verify the Audio Server has no active connections through the port monitor (PortMon.exe.)

The Audio Server may be shutdown with no impact to users.

7. Shut down TES on the applicable Audio Server.


After maintenance is complete, bring the Audio Server online.

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Table 74. Bring Audio Server Online

Step Action

1. Ensure interconnect T1’s connected to the Audio Server are in a working state.

2. Start TES.

3. Launch the Port Monitor (PortMon.exe.)

4. Ensure all T1’s and VOX ports are in a ready and able state.

5. Open Event Viewer to look for errors.

6. Open SysWatch and ensure Audio Server is green

Apache Tomcat Servlet Maintenance

Table 75. Start Servlet

Step Action

1. Select Start>All Programs>Apache Tomcat 5.5>Configure Tomcat.

2. Click Start.

Table 76. Stop Servlet

Step Action

1. Select Start>All Programs>Apache Tomcat 5.5>Configure Tomcat.

2. Click Stop.

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Deflect DNIS The Deflect DNIS utility allows the user to deflect incoming calls to an external phone number. This is helpful at times such as extended downtime, maintenance windows, and holidays.

Before you run the Deflect DNIS utility, launch Provisioning, select the target company, and go to the Assigned DNIS tab to ensure that the Deflection Number for the applicable 800 number(s) is entered.

Table 77. Run Deflect DNIS Utility

Step Action Result

1. Select Start>Programs>Contact Center Server>Deflect DNIS.

The ContactCenter directory is located on the Critical Interlink Server.

2. Start Deflect DNIS. The DeflectDNIS window displays.

3. Select the applicable company to see the DNIS list and the associated deflection numbers.

4. To deflect a number, proceed to the next Step.

To undeflect a number, proceed to Step 6.

5. Select the number you want to deflect from the Deflections pane, click the Deflect button.

6. Select the number you want to undeflect from the Active Deflections pane, click Undeflect.

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Windows Event Viewer Aastra recommends that administrators begin the troubleshooting process, for voice related issues, with Event Viewer.

“Warnings” and “Errors” in Event Viewer lead you to the problem or, at a minimum, to a starting point where you may intensify your search.

Most significant events are documented in the Applications log for easy access and a common point to look for issues across all systems.

SysWatch SysWatch is a monitoring tool that constantly checks the status of all systems involved in the voice engineering workspace, and server status. SysWatch generates visual and audio alarms related to any events that may happen within the data center; Aastra recommends that administrators keep this tool running at all times.

The SysWatch utility is available in the CVCC Tools Install Shield.

Figure 16. SysWatch

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SysWatch Setup

The first time you start SysWatch you are prompted to setup the server settings for the environments to be monitored.

Table 78. Setup Server - SysWatch

Step Action Result

1. Start SysWatch (Start > All Programs > Contact Center Tools > SysWatch).

2. Click OK. SysWatch Properties window displays for you to add data centers you want to monitor.

3. Type the name of the data center in the Add New Data Center dialog box. Click OK.

4. Type the Workflow Server names in the Servers field.

5. To add additional data centers, click Add and repeat Steps 3 and 4.

To configure polling intervals, sounds and interface settings go to View > Properties and select the General tab under SysWatch Properties.

Table 79. SysWatch Menu Commands

Menu Options Commands Description

DATA CENTER Open Opens the highlighted data center in the working window.

Refresh Refreshes all data

Reconnect Reconnects to the highlighted data center

Start Polling Starts refreshing data at configured intervals

Stop Polling Stops refreshing data

Exit Exit application

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Menu Options Commands Description

LAYOUT Save Save changes

Lock Lock or unlock the screen, this allows the user to change the layout of the icons.

Exit Exit SysWatch

VIEW Object Status Displays current status of selected icon

List Lists servers associated with highlighted server

Cumulative Statistics Show call statistics for either: • Last 5

minutes OR

• Since last restart

Close all Open Dialogs Closes any dialog boxes that are open

Data Centers Turns on/off left window of all data centers

Toolbar Turns the display of the upper toolbar on and off

Status Bar Turns the status display on the bottom of the display on and off

Properties Allows the user to set such options as Polling Intervals, Server selection, sound

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SysWatch Windows

See the following table for a description of the two panes on the left side of the SysWatch window (Data Center and Alert Log.)

Table 80. Data Center and Alert Log Windows

Data Center View an explorer view of all provisioned data centers.

Expand the desired data center to display color status of all relevant servers.

Double-click the desired data center to bring up a detailed GUI of all servers in the selected center (the GUI displays on the right-hand portion of the window).

Double-click or right-click a server to view status for the selected server and the services running on it.

Alert Log

The alert window displays major alarms for a given data center along with the data center affected such as Workflow Server failover, T1 alarm, Switch failure.

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Server GUI

To display the server GUI on the right-hand side of the SysWatch window, double-click either the desired data center, or, left-click the desired Data Center, then select Data Center > Open. Once the server GUI is displayed at the right, you may:

• Double-click or right-click any of the Workflow Server icons to bring up specific status information on that server and the services running on it. • Double-click or hover over the Application server icon to bring up information

on the current clientid(s) assigned and their status.

The server icons are color-coded so the status of the data center and the voice servers within, are easily determined.

Table 81. Server Status - Color Legend

Dark Blue = SLA Error Light Blue = Standby

Light Purple = Audio Server shutting down Dark Purple = Audio Server shut down

Light Gray = unconnected Dark Gray = Unknown

Green = Active Yellow = Warning

Orange = Error Standby Red = Error

Create Domain Group

Your local network administrator must create a “SysWatch Admins” domain group within the CVCC Windows domain then add users who need access to SysWatch administrative features. Access to the SysWatch Admins domain group enables you to login to the applicable CVCC Windows domain where you may utilize the following features:

• Prep for Shutdown (audio server shutdown) • Update Configuration

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Update Config

Use the Update Config command to dynamically update changes to specific settings on the Admin Interface. Update Config sends a request to all running services to refresh these settings and allows certain system changes to take place without requiring a system restart. See Dynamically Updated System Settings for more information.

Table 82. Run Update Config

Step Action

1. Right-click on the desired server.

2. Select Update Config from the drop-down menu.

Table 83. Dynamically Updated System Settings

Admin Tab Setting

Active Workflow Server List

Active Critical Interlink Server

Workflow Server ID

Server

Audio Server ID

Resource Files Path Resources

Recording Files Path

Agent Dial Analysis (Rules)

(3 values: Max Local Digit Length, Pass through Character List, Remote Prefix List)

General

Audio Alert Filename

Locations Managed by File Server

Backup Location Search Order (for Audio Servers)

Audio Services

Switch Cabinet Locations

Call Center Number of Audio Pilots

OAI App ID (OAP) User Group

OAI App Password IVS Group

OAI Driver Name Auto Answer Queue

Busy Pilot Switch Audio Files (IVS Phrases)

Switch

First Audio Pilot

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Index

A

ACD Queues, 152

Additional Music on Hold Sources, 207

Agent Servlet, 204

ANI Routing Queue, 153

Apache Servlet Maintenance, 215

Audio Pilot - First, 207

Audio Pilots – Configure Range in CVCC, 208

Audio Pilots – Number of, 207

Audio Server, 214

Audio Server – Bring Online, 215

Audio Server - Install, 35

Audio Server – Take Offline, 214

B

Busyout Queue, 154

Button Template, 156

C

Call Guide for ANI Routing Queue, 153

CARDS, 147

CC ACR, 201

CC DBVERIFY, 201

CC DRU, 203

CC EEH, 201

CC MOM, 201

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CC MQR, 201

CC MTS, 202

CC PDH, 202

CC RPTREVIEWER, 203

CC SBS, 203

CC SCHEDULER, 203

CC SDS, 203

CC SIM, 202

CC SRC, 203

CC SYSWATCH, 203

CC TES, 202

CC TRM, 202

CC TRNMGR, 202

CC WFELOGGER, 203

CCN Command Syntax, 142

CCRT, 152

Change Registry Setting - No ScramNet Card Installed, 34

CHP, 145

City Code Route Table, 152

CLCN, 144

CLOS, 144

Configure IIS on the Web Server

Secure Sites, 77, 113

Configure IVC Card, 158

Create New OAI Driver, 25

Create Virtual Directory, 85

Critical Interlink Server - Install, 5

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Customer Branding, 211

Customer Branding – File Requirements, 212

CVCC – Install on Audio Server, 42

CVCC – Install on Critical Interlink Server, 6

CVCC – Install on Workflow Server, 32

CVCC - Start Application, 196

D

Deflect DNIS, 216

Deflect DNIS Utility - Run, 216

Dependent Services, 204

Dialogic Board - Configure, 47

Directory Number Allocation, 145

DNA, 145

Dynamically Updated System Settings, 222

E

Edit Hosts File, 141

Execute SecurityKeyModifier.exe

Procedure for, 205

Execute SecurityKeyModifier.exe – Command Window, 205

F

FDD, 145

First Digit Disposition, 145

FONE, 156

I

IDD, 152

IIS, 77, 113

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IIS Configuration, 77, 78, 113, 114, 124

IIS Manager, 85

IIS Virtual Directory, 83

Install JRE

Procedure to, 64

Installation Order, 2

International Direct Dial, 152

ISDN Cards, 147

IVS, 158

IVS Audio Files, 160

IVS Phrase Configuration, 158

L

License Sentry, 204

Load Balancing Requirements, 162

M

MDAC - Install, 5

MDAC – Install on Audio Server, 36

Microsoft XML Parser, 14

Music Queues, 155

Music Source - Add, 209

Music Source Names - Provisioning, 209

N

NPA Routing, 146

O

OAI, 141

OAI Driver – create new, 25

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OAI Driver Control Program, 25

Oracle Client - Install, 17

Order of Installation, 2

P

Pointspan Switch Configuration

CHP, 145

CLCN, 144

CLOS, 144

Create Communication Channels, 142

DNA, 145

FDD, 145

NPA, 146

ROUT, 150

SPAR, 143

UGP, 144

UGRP, 144


Edit Hosts File, 141

OAI, 141


Cards, 147


T1 Cards, 149


PDT, 150


City Code Routing, 151

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DNIS Routing Table, 154


Work at Home Stations, 156


Button Template, 156


FONE, 156


AGID, 157


Configure CIS, 161

Port Defaults, 78, 114, 124

Prefix Digit Table, 150

R

Reboots, 204

Redirection to URL, 86

Ringing Queue, 155

Rout Guides, 150

S

ScramNet – Workflow Server, 33

ScramNet Drivers - Install, 33

Service Descriptions, 201

Services, 201

Silence Queue, 155

SPAR, 143

MM


Aastra - 2551-003 227

Stop CVCC Application, 198, 204

SysWatch, 217

SysWatch – Create Domain Group, 221

SysWatch – Server GUI, 221

SysWatch – Update Config, 222

SysWatch Setup, 218

SysWatch Windows, 220

T

T1 Cards, 149

Take Active Workflow Server Offline, 212

Tomcat Servlet Maintenance, 215

U

UGP, 144

UGRP, 144

USB Software Sentry – Workflow Server, 32

V

Virtual Directory, 85

W

Windows Event Viewer, 199

Windows NT Event Viewer, 217

Workflow Server, 212

Workflow Server - Bring Workflow Server Online, 214

Workflow Server - Install, 28

Workflow Server - Take Inactive Workflow Server Offline, 212

M M

Index

228 Aastra – 2551-003

X

XML Parser, 14

Proprietary and Contents Section - Miteledocs.mitel.com/UG/AASTRA/TechDocs/Centergy/255103.pdf ·...

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Transcript of Proprietary and Contents Section - Miteledocs.mitel.com/UG/AASTRA/TechDocs/Centergy/255103.pdf ·...