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Compact Contact Center V5

System Administrator

40DHB0002USDU Issue 2b (1st February 2005)

Summary of Contents for Compact Contact Center V5

Page 1: ...Compact Contact Center V5 System Administrator 40DHB0002USDU Issue 2b 1st February 2005...

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Page 3: ...sers Active 21 Agents 22 Agents Logged Off 23 Agents Logged on 23 Agents Active 23 Agents Available 24 Agents Located 24 Recent SMDR Entries 25 License Info 26 Session Info 27 Group 28 Group Active 28...

Page 4: ...estoring 48 The Backup Wizard 48 Edit Schedule Screen 49 Manual Backups 50 Restoring a Database 52 General Information 54 Display Error Logs 54 Viewing Messages 55 Jobs 56 Backup Devices 57 Properties...

Page 5: ...mmediately Wallboards provide current information on the number of calls waiting response times and service levels Wallboard Manager provides the ability to drive physical wallboards and PC wallboards...

Page 6: ...nistrators who are familiar with the relevant communications platform and have successfully completed the appropriate training courses Ensure that you have read and understood this Manual before begin...

Page 7: ...the MultiMedia Module The Archiver obtains and accumulates the information from the IP Office via the Delta Server CCC User This component communicates with the Delta Server to provide User Access Le...

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Page 9: ...gged on as an administrator CCV Alarm Reporter cannot be run and the following setup screens are not available WB Alarm Scripts Alarm WB Destination Alarm Settings Default Settings To log on using CCC...

Page 10: ...d consists of software that ensures every activity on the telephone system is passed through to these modules An example of an activity could be that an agent has logged on which would clearly impact...

Page 11: ...he Delta Server and the telephone system These are Comms Restored Indicates the connection between the Delta Server and the telephone system is established Init Comms Indicates Delta Server is initial...

Page 12: ...er page 13 Event Viewer Selector page 14 Email Notification page 15 Log to File page 16 SMDR page 17 Comms page 18 Message Control page 19 PCA Target Times page 20 Users page 21 Users Active page 21 A...

Page 13: ...connected CCC modules In default Event Viewer displays Error Messages To update the Events screen click on Refresh Certain Events will always be displayed even if you have not selected any specific op...

Page 14: ...Office and CCC modules Initialise Every time the Delta Server is initialised the date time etc is displayed Network Provides identity data of network you are connected to CTI Message Provides integra...

Page 15: ...red to receive notification enter all the email addresses into the field A semi colon should be used to separate each address Additional Text Adds data to email concerning PC that Delta Server is oper...

Page 16: ...diagnostic purposes If there is an error the file can be emailed to selected recipients to notify them of a problem With Log to File selected the following menu is displayed Log File Enabled Tick if y...

Page 17: ...ion may either read the entire file periodically and determine what new records have been output since last accessed or periodically read from the current position until the end of the file With SMDR...

Page 18: ...er Comms Failure Indicates communications link between the Delta Server and the telephone system has been terminated The name and the IP Address of the IP Office are displayed when connection has been...

Page 19: ...c Agent Group TIA s Enabled Enables the generation of TIA s for Agent Groups respectively This will affect Agent Activity trace i e you will not be able to see how long agents are in state This is dis...

Page 20: ...arget Times Displays the setting used to calculate the PCA e g the minimum time in seconds an agent is permitted to leave a call ringing You can alter these default times default 45 seconds The list o...

Page 21: ...t February 2005 Users Displays diagnostic data on all extensions on the IP Office Users Active Displays diagnostic data on all active extension on the IP Office Note When hotdesking is being used the...

Page 22: ...DHB0002USDU Issue 2b 1st February 2005 Compact Contact Center V5 Agents Displays diagnostic data on all agents within the agent group To obtain more details about a particular agent double click on th...

Page 23: ...tact Center V5 40DHB0002USDU Issue 2b 1st February 2005 Agents Logged Off Displays diagnostic data on all the logged off agents Agents Logged on Displays diagnostic data on all the logged on agents Ag...

Page 24: ...nistrator 40DHB0002USDU Issue 2b 1st February 2005 Compact Contact Center V5 Agents Available Displays diagnostic data on all the available agents Agents Located Displays diagnostic data on all agents...

Page 25: ...System Administrator System Administrator Page 25 Compact Contact Center V5 40DHB0002USDU Issue 2b 1st February 2005 Recent SMDR Entries Displays diagnostic data on the most recent SMDR received data...

Page 26: ...nter V5 License Info This screen displays the number of licenses within the CCC Modules Total Available This indicates the total number of agent licenses Number Remaining Number remaining As each agen...

Page 27: ...session Session Type Indicates the name of the application that is connected Machine Name The name of the PC hosting the application User Name The name used when the client application was run UE s Re...

Page 28: ...HB0002USDU Issue 2b 1st February 2005 Compact Contact Center V5 Group Displays diagnostic data on all of the Hunt Group set up in the IP Office Group Active Displays diagnostic data on all of the acti...

Page 29: ...Page 29 Compact Contact Center V5 40DHB0002USDU Issue 2b 1st February 2005 Pilot Number Displays diagnostic data on all of the Pilot Numbers set up in the IP Office Lines Displays diagnostic data on a...

Page 30: ...ct Contact Center V5 Lines Active Displays diagnostic data on all active calls handled by the IP Office exchange lines Calls Displays diagnostic data on all active calls handled by the IP Office Yello...

Page 31: ...dexed Rejected Indicates the number of messages that were rejected by the Archiver because of corruption or invalid message in the telephone system database Rejected is incremented when an SMDR is cor...

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Page 33: ...window containing a series of tabs that enable configuration settings to be specified for the report server windows service and web applications The application is automatically installed and complete...

Page 34: ...ect to another database server enter the name and password of the new target For the SQL Server Security field enter both the name and password entered whilst installing MSDE 2000 the defaults are sa...

Page 35: ...RM as specified in the Calendar tab of the system settings dialog The date and time formats must be set correctly so that any reports that contain date and time information from MSCRM run correctly Em...

Page 36: ...strator Page 36 System Administrator 40DHB0002USDU Issue 2b 1st February 2005 Compact Contact Center V5 Service Tab Specify the TCP port number that the web application uses to communicate with the wi...

Page 37: ...Server Manager is running 2 Click the Start button on the Windows Taskbar 3 Point to Programs and then to CCC 4 Select Database Server Supervisor from the sub menu 5 When the Database Server Superviso...

Page 38: ...llation Menu options depend on which option is selected within the tree structure The menu list can be accessed by right clicking an option or by highlighting the option and selecting the Edit menu on...

Page 39: ...re selected show the list of files within the folder If a database is selected then the information pane shows details about both the database and the associated transaction log The information includ...

Page 40: ...Open the SQL Server Agent folder 3 Select Database Maintenance Plans 4 In the Information Pane double click on the words Archiver Maintenance Plan The Database Maintenance Plan screen will show Notes...

Page 41: ...on a Sunday at 00 00 00 12am in US mode The sample size of the database used is 10 This part of the maintenance plan can be seen in the Job listing as Optimization Job for DB Maintenance Plan SDXArch...

Page 42: ...nday at 00 00 00 12am in US mode This part of the maintenance plan can be seen in the Job listing as Integrity Checks Job for DB Maintenance Plan SDXArchiver This tab provides the ability to check the...

Page 43: ...nance plan can be seen in the Job listing as DB Disk Backup Job for DB Maintenance Plan SDXArchiver The backup criteria can be amended in the maintenance plan You have the ability to Verify the integr...

Page 44: ...ted If you require to backup any transactions that occur between backups you need to select this option and select the required parameters The backup will have the file extension of TRN If created thi...

Page 45: ...selecting that reports are deleted when they are a certain age Adding New Operators If an email report is to be sent to an operator the operator details need to be added One the details have been adde...

Page 46: ...ble msdb dbo sysdbmaintplan_history or to a remote server whereby you specify the location History can be limited to a specific number of rows To view the history tables click on the View History butt...

Page 47: ...1 and 99 that you want the backup to run For example if you wanted a backup taken on the 15th of every other month you would enter the day number as 15 and the month number as 2 OR You can select the...

Page 48: ...ckup the entire database or only the new or changed data Click on the Next button to continue 5 Select where you want the backup to be stored You can choose to backup to a file or to any backup device...

Page 49: ...other day enter the number 2 Weekly Enter the number of weeks between 1 and 52 that you want the backup to occur i e for a backup to occur once every three weeks enter the number 3 You also need to se...

Page 50: ...a by selecting Differential database Backup Backup types Transaction Data and File and Filegroup Data are not available in the manual or wizard backups However transaction data can be backed up via th...

Page 51: ...2b 1st February 2005 Click on the Options tab From this area you can choose to Verify the backup data when completed If backing up to a tape device you can select to eject the tape when completed as...

Page 52: ...n the Options Pane highlight the relevant database 3 Click on the Edit menu and select Restore Database The restore database screen will show 4 The General tab allows you to Select the database that y...

Page 53: ...sue 2b 1st February 2005 Select any other options required 6 Click on the Ok button to start the restore process 7 A restore progress screen indicates the progress of the restore An information screen...

Page 54: ...e words SQL Server Agent and select the option Display Error log 2 The SQL Server Agent Error Log screen will show 3 Any error message will be shown in this screen as well as warning and Information m...

Page 55: ...the screen indicates the type of message the date and time it was created and part of the description If the whole description cannot be seen you will need to double click on the message and a propert...

Page 56: ...minutes and seconds The names of any operators who were emailed reports Error and or messages from the job i e the name of the user who invoked the job and the last step to run To show the step detail...

Page 57: ...folder 2 Right mouse click on Backup and select New Backup Device from the menu The Backup Device Properties New Device screen is shown Complete the details and then click on the Ok button Removing B...

Page 58: ...n the database name within the Options pane 2 Right click within the Information pane and select Properties from the pop up menu General Tab The general tab shows The name of the database whose proper...

Page 59: ...e and filegroup of the database Details of the file properties which includes whether the file will grow automatically and details of file growth in either megabytes or percentage terms It also shows...

Page 60: ...og files have the extension TRN Details of the file properties which includes whether the files will grow automatically and details of the file growth in either megabytes or percentage terms It also s...

Page 61: ...ult Recursive triggers Enable recursive firing of triggers Auto update statistics Specify that out of date statistics needed by a query for optimisation are built automatically during optimisation Tor...

Page 62: ...nted for each user or role Create SP Specify whether permission to create a system procedure is granted for each user or role Create Default Specify whether permission to create a default is granted f...

Page 63: ...the default backup directory which is d microsoft sql server mssql backup At the same time any backup that is more than 4 weeks old is deleted Integrity Check This task is enabled by default and is s...

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Page 65: ...ector 14 F File Log 16 G General 5 General Tab 40 58 Group 28 Group Active 28 Groups Tab 60 H History 56 I Integrity Check 63 Integrity Tab 42 Introduction 5 31 J Jobs Controlling 56 Viewing 56 Jobs 5...

Page 66: ...a or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are...

Page 67: ...System Administrator System Administrator Page 67 Compact Contact Center V5 40DHB0002USDU Issue 2b 1st February 2005 Web http www avaya com...

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