Avaya Compact Contact Center Installation Manual Download

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Contents – Page 3

Contents

Introduction........................................................................................................... 5

General .................................................................................................................................... 5

Use of this Manual ................................................................................................................... 7

About this Manual.............................................................................................................................. 7

Overview of CCC ..................................................................................................................... 8

Fifteen Agent Systems and below..................................................................................................... 8

Systems above fifteen Agents......................................................................................................... 10

System Specifications............................................................................................................ 11

Computer Systems.......................................................................................................................... 11

Software Requirements for CCC Server(s) ..................................................................................... 12

Software Requirements for CCC Client(s) ...................................................................................... 12

E-mail Server Requirements ........................................................................................................... 12

Wallboard Devices .......................................................................................................................... 13

PC Configuration ................................................................................................ 14

Overview................................................................................................................................ 14

Server PC Setup – NT4 ......................................................................................................... 15

Windows NT Server 4.0 Modifications ............................................................................................ 15

Change NT4 Server PC Name........................................................................................................ 16

Partition the Disk ............................................................................................................................. 17

Install Database Application ............................................................................................................ 18

Installation of Wallboard Card (Ferrograph only) ............................................................................ 19

Server PC Setup – Windows 2000 Pro.................................................................................. 21

Windows 2000 Modifications........................................................................................................... 21

Partition the Disk ............................................................................................................................. 22

Change Server PC Name................................................................................................................ 23

Client PC Setup - Windows NT Workstation .......................................................................... 24

Windows NT Workstation Modifications .......................................................................................... 24

Client PC Setup - Windows 98............................................................................................... 25

Windows 98 Modifications............................................................................................................... 25

Client PC Setup - Windows 2000 Pro .................................................................................... 26

Windows 2000 Modifications........................................................................................................... 26

Installing CCC Components .............................................................................. 27

Introduction ............................................................................................................................ 27

Installation of CCC Components............................................................................................ 28

Server PC Installation...................................................................................................................... 28

Client PCs Installation ..................................................................................................................... 30

Agent PCs Installation ..................................................................................................................... 30

Mailbox Set-up ................................................................................................................................ 31

Upgrade Procedure - CCCv3 to CCCv4.......................................................................................... 32

CCC User Access ............................................................................................... 42

Starting CCC User Access..................................................................................................... 42

Compact Contact Center Installation Manual

Contents - Page 3

40DHB0002USBG Issue 4a (05/29/2003)

Summary of Contents for Compact Contact Center

Page 1: ...Compact Contact Center Installation Manual 40DHB0002USBG Issue 4a 05 29 2003...

Page 2: ...This page is intentionally left blank Page 2 Compact Contact Center Installation Manual 40DHB0002USBG Issue 4a 05 29 2003...

Page 3: ...on 18 Installation of Wallboard Card Ferrograph only 19 Server PC Setup Windows 2000 Pro 21 Windows 2000 Modifications 21 Partition the Disk 22 Change Server PC Name 23 Client PC Setup Windows NT Work...

Page 4: ...nection Dip Switch Details 54 RS485 Communication Systems 56 Ferrograph Wallboard 10 57 Introduction 57 Installation 57 Serial Connection and Configuration 59 System Wiring 61 Periodic Maintenance Ins...

Page 5: ...tory number is presented in report format which can then be printed Wallboard Manager Real time information from the call center is essential to react to constantly changing telephone traffic levels a...

Page 6: ...timedia contacts into and out of the organization MMM provides applications that manage Telephony Web Chat E mail and Web Call Back communications For installation of MultiMedia Module refer to the se...

Page 7: ...be performed to install CCC modules 1 Check both the hardware and software specifications for all Server Client PCs see page 11 2 Configure the Server and Client PCs see page 14 3 Install the required...

Page 8: ...itch Fifteen Agent Systems and below The Compact Contact Center Manager comprises a suite of tightly integrated modules installed on a Server PC platform running Windows 2000 or NT4 The CCC Manager ma...

Page 9: ...ystems of 15 agents and below without a Voice Mail Pro The following diagram shows the Compact Contact Center Manager connectivity for systems of 15 agents and below with a Voice Mail Pro present Comp...

Page 10: ...ations reside Client PC Server PC Call Center View Delta Server Wallboard Client Report Manager Report Viewer Wallboard Server Report Designer Optional Report Scheduler PC Wallboard Archiver CCV Alarm...

Page 11: ...10GByte hard disk The Server PC requires a 4 GB partition for the software applications The remainder of the hard drive is used for the Archiver database Minimum 256 Mbytes of RAM Client PC Pentium 45...

Page 12: ...e installed on an CCC Client prior to installing a CCC Client PC Software Comment Windows 98 ME NT WS 2000 Pro XP Pro MS Internet Explorer 5 5 Full installation Windows Critical Updates Windows Critic...

Page 13: ...ution circuit rating to be greater than 6 amp Any circuit breakers must be capable of handling the cold start inrush current without tripping For details of Ferrograph Wallboard installation see page...

Page 14: ...lation of CCC modules is attempted Check that all system specifications both hardware and software have been fulfilled See page 11 Server PC configuration using Windows NT 4 0 Server See page 15 or Se...

Page 15: ...from the menu 3 Click on the New Share button 4 Enter C Uppercase in the Share name and ensure that the user limit is set at Maximum Allowed 5 Click on the OK button to close the screen 6 Click on th...

Page 16: ...the following command sp_addserver LOCAL e g if the server PC has been renamed as ACMESERVER enter sp_addserver ACMESERVER LOCAL 13 Re boot the Server PC It is not necessary to change the ODBC settin...

Page 17: ...er E 7 Click OK 8 From the Confirmation screen click Yes to continue 9 From the Partition menu select Create Click Yes to continue and create the partition The Create Primary Partition screen displays...

Page 18: ...nd then setup prepares the SQL Server Installation Wizard If not installing on Windows NT Server version 4 or Windows 2000 Server a warning message will be displayed stating that only client component...

Page 19: ...ck Advanced 5 Change Base I O port address to 03E8 6 Change IRQ to 5 then click OK 7 Click Don t restart Now and then click on OK 8 Highlight Port 4 and click on Settings 9 At the next screen click on...

Page 20: ...ms 1 Ensure that the card is not plugged into the PC If the card is still in the PC shut down the PC and remove the power leads before removing the card otherwise the hard drive may become corrupted 2...

Page 21: ...use click on drive C and select Sharing from the menu 3 Click on the New Share button 4 Enter C Uppercase in the Share name and ensure that the user limit is set at Maximum Allowed 5 Click on the OK b...

Page 22: ...as E Click on the OK button to continue 5 At the confirmation screen click Yes to continue 6 Right mouse click on the unallocated section of Disk 0 select Create Partition 7 At the welcome screen cli...

Page 23: ...Note It is not necessary to change the ODBC setting these are automatically configured by the CCC However if you wish to use another Database Server open the ODBC settings and if entered remove the S...

Page 24: ...ion User Guest Account on page 15 6 Amend the Event log settings as described in Event Log Settings on page 15 7 Ensure that the Time Zone is set e g for USA set it to English United States and that t...

Page 25: ...there are no programs running on the PC then follow the instructions below 1 From the Windows Taskbar click Start point to Settings and select Control Panel 2 From the Control Panel double click on Ne...

Page 26: ...e is set to local time 7 Make sure that the screen display properties have been set to the following Desktop Area is set to 800 by 600 pixels minimum Color palette is set to True Color 32 Bit Map Netw...

Page 27: ...ion Compact Contact Center Agents can have the PC Wallboard application installed Server PC Client PC Standalone Server PC Agents PCs Wallboard Server Call Center View Call Center View Report Manager...

Page 28: ...nstallation of the MultiMedia Module refer to the separate Installation Manual 5 Choose from the table below the appropriate applications for your Server Client configuration tick un tick as required...

Page 29: ...ot a Server or Client PC for the first time after CCC installation a screen message similar to the one of the following will be displayed or 11 If the CCC configuration that you are installing is not...

Page 30: ...nt optional Note If not installed on a Server PC Notes Report Client must be installed with the same language as the Report Manager Agent PCs Installation Agent PCs can have optional the PC Wallboard...

Page 31: ...be any extended MAPI compliant server Perform on all CCC PCs the following 1 Right click on your Outlook icon to display the following If the Server profile you require is not shown click Add and sele...

Page 32: ...s have led to Microsoft releasing a new service pack for MSDE service pack 3 If you have not already applied this service pack to your system now is the ideal time to do this Even if you have applied...

Page 33: ...rage space 2 From the Windows taskbar click Start select Programs CCC Database Server Supervisor The following logon screen will appear Remember that the password is the one that you set during the in...

Page 34: ...sted in the Destination box select it and click on Remove 7 Add the new backup device that was have created to be the destination for the database backup Click on Add and from the Backup Device drop d...

Page 35: ...w start The length of time this takes depends on how much data you have stored in your database 10 When the backup has completed click on OK and then close down the Database Server Supervisor applicat...

Page 36: ...eated any custom reports then copy these to your backup directory A new set of standard reports will be installed with CCCv4 so you do not need to back these up 4 If there were any reports scheduled t...

Page 37: ...5 The uplift will now start modifying the database structure and applies any changes necessary to make it compatible with CCCv4 6 Once the uplift has completed click on OK and then close down the upli...

Page 38: ...ram Files Avaya IP400 CCC but during the upgrade they are moved to C Program Files Avaya IP Office CCC Whilst this is happening the following screen will be displayed 6 Once the files have been moved...

Page 39: ...ll need to modify your ODBC connections before all of the applications will run successfully Instructions for modifying these can be found on page 41 Note Make sure this is done before proceeding to t...

Page 40: ...installed At the InstallShield Wizard click Next 10 The components screen then appears Make sure that you select the correct client components to install You must select the applications that you hav...

Page 41: ...BC 3 Select the System DSN tab 4 Select SDXArchiver and then click on Configure Change the Description field to reflect the name of your server In the Server drop down box select your server Click on...

Page 42: ...e the language in CCV CCV Alarm Reporter can be run Refer to the separate Administrator s Manual for details Ability to Change the language in CCV Change some setup screens Refer to the separate Super...

Page 43: ...automatically However you can start the Delta Server by performing the following Click the Start button on the Windows Taskbar Point to Programs CCC Delta Server Click on Delta Server In Windows NT t...

Page 44: ...tions and devices for IP Office require the entry of license keys before they will work They may also require licenses to enable certain features For full details refer to the separate IP Office Licen...

Page 45: ...gents for CCC reporting CCC PC Wallboards Enables CCC PC Wallboard One license per user CCC Spectrum Wallboards Enables the operation of Spectrum wallboards with CCC One license enables four wallboard...

Page 46: ...or those directory numbers as a single entity e g all unnamed agents will be grouped together as a single agent called No Name and all DDIs named Company DDI will be grouped together as a single DDI c...

Page 47: ...their call totals will appear in multiple groups Lost Calls are only attributed to the initial target agent group i e Initial ring group Lost calls are also attributed to Trunk Lines and Trunk Groups...

Page 48: ...dent upon clause 1 5 If a call was lost whilst being transferred by Voice Mail Pro the lost call statistics will be designated to the transfer target Calls lost whilst alerting or connected to Voice M...

Page 49: ...s of three display boards which are connected one to the other by a fiber optic link The left hand display board receives display data from the logic control board via a fiber optic link and it output...

Page 50: ...inch The display should now be safely located onto the two brackets To remove a wall mounted display then reverse the above paragraph Note The wallboard position can be adjusted by sliding sideways i...

Page 51: ...ring configuration See the diagram below All RJ45 sockets should be wired identically with the terminated RJ45 plug on the final socket with the supplied RJ45 doubler Network Addressing Each display c...

Page 52: ...or The pins are numbered on the connector from 1 6 Port 1 will replicate the internal buzzer and should be used for buzzers Ports 2 and 3 are not used at this point Socket View 6 Pin Mini DIN The over...

Page 53: ...Set switch 8 to ON inspect the LED display that will run blocks of Green Red and Yellow across the display Look for any LED s that fail to illuminate Return switch 8 to the OFF position to stop this...

Page 54: ...Socket Pins from 2 to 7 should be connected identically from all RJ45 boxes to all others Dip Switch Details Network Address OFF Position Represents 0 ON Position Represents 1 SW4 SW3 SW2 SW1 ADDRESS...

Page 55: ...t OFF ON Full Screen LED Test ON ON Information Screen Only on power up The information screen shows three pages where the following text is displayed The dip switches must be set with the display pow...

Page 56: ...ration of RS485 requires a signal return path A third wire should connect all the system signal grounds together and is most often an additional shield conductor Distributed power systems in industria...

Page 57: ...displays all come with a 2 metre power cable provided for mains supply Ensure the voltage requirement is compatible with the intended mains supply and that the supply rating is greater than 5 Amp The...

Page 58: ...ING Ensure the ceiling can support the weight of the wallboard prior to fixing Slide in the 2 ends of the hanging wires into the top groove of the display housing through the pre drilled center hole C...

Page 59: ...ip switch settings as per the diagram below 1 RS232 Connection 2 RS485 Connection 3 Dip Switches To set the network number requires access to the Wallboard 10 logic board as explained above To address...

Page 60: ...tallation engineers These are selected on the dips witches Test functions are selected using switches 7 and 8 If switch 7 and 8 are OFF at power reset 7 8 ON ON Freeze Display OFF ON Alternating ON OF...

Page 61: ...to a PC RS485 port The PC TX is connected to the wallboard RX similarly the PC TX is connected to the wallboard RX The recommended technique is to run a screened cable from the PC to the nearest wallb...

Page 62: ...the OFF position to stop this test Led Matrix Scanning Inspection The purpose of this inspection is to ensure the LED matrix is being scanned correctly Remove the right hand end cheek and carefully s...

Page 63: ...c From the listed Delta Server s select the required server d Click the Connect button Note Every time you start and or exit the Wallboard Server the internal buzzer within the Wallboard 10 22 or a Sp...

Page 64: ...lows you to Clear all the messages on the Wallboard by using the Reset feature This should only be used if there are no scheduled messages displayed or that the messages are not displayed properly on...

Page 65: ...t quality of service targets can be met using shifts that are workable and conform to the conditions of employment within the contact centre Workforce Management Interface is used to create and update...

Page 66: ...n Ensure the Enter sa Password field is empty and then click Next 10 At the Start Copying Files screen click Next 11 In the Choose Licensing Mode dialog box select Processor License for and enter 1 if...

Page 67: ...pages 16 Windows NT or 23 Windows 200 XP 4 When shutting down a Server PC ensure that all CCC applications of closed before shutting down 5 When re booting as Server PC with CCC installed if on the Ar...

Page 68: ...er To be sure that the Archiver is passing information into the database it is a good idea to keep the status window displayed Archiver obtains and accumulates information from the IP Office via the D...

Page 69: ...Reporting 47 F Naming Dns 46 Reporting Voice Manager 48 Find Server 68 Requirements 44 Forecasting 6 65 I W INDeX Archiver 68 Wallboard 10 Init Comms 43 Ceiling Mounting 58 Install Connection 59 CCC A...

Page 70: ...ologies has been transferred or licensed to Avaya All trademarks identified by or TM are registered marks or trademarks respectively of Avaya Inc All other trademarks are the property of their respect...

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