Avaya Customer Interaction Express 1.0 User Manual Download

Page: 344 / 344

344 User Manual CIE 1.0 System Administration

Index

Use as default Global Domain

300

User

167

User extension cache

Configuring

288

User extensions

288

User name

165

238

User number

108

USER_CACHE_RUNNER_INTERVAL

288

Users

293

V4.x SMTP MTA

300

V5 Internet domains

300

114

VC_ShowControllerStatus

222

VDN

333

VEA

105

147

148

333

Vectors

246

vectors

177

Voice Control

152

Voice extension number

Employee

274

Voice unit configuration

214

Volume

150

VTB

VU-Unit I55 Starter

W3C

334

Wallboard

Warning system

283

Watchdog

246

Configuring the start sequence

246

Watchdog Config

WAV

146

334

WAV formats

185

WavToPhone

326

WebClient

237

251

WebLM

Welcome announcement

147

well known ports

325

WhatIsInstalled

324

Window

Lotus Domino Administrator

299

Properties

294

Windows 2000

193

Windows registry

219

Working directory

(Field)

271

Working memory

315

WWW

331

XML

325

334

Xstat_srv

Summary of Contents for Customer Interaction Express 1.0

Page 1: ...User Manual Customer Interaction Express 1 0 System Administrator Edition 1 1 03 08 2007 COMPAS ID 116791...

Page 2: ...t permitted unless written permission has first been obtained from Comergo All technical data information and properties of the product described in this document have been compiled to the best of our...

Page 3: ......

Page 4: ......

Page 5: ...not replace files manually 24 Synchronization 24 Security certificate 24 Release designations 25 CIE database access rights and security 26 Access for installation and updates 26 Security provided by...

Page 6: ...ver 52 Contact Center Core 53 Contact Center Additional 54 Contact Center Realtime Information 55 Contact Center Reporting 56 Voice Control 57 UMR 57 Address book server 57 Report Generator 58 Report...

Page 7: ...3 Install the base components 79 Step 4 Updating Sybase 80 Step 5 Switching to Unicode 81 Step 6 Upgrading the database 82 Step 7 Installing the components normally 83 Upgrading UMR 1 0 83 Installing...

Page 8: ...the Avaya Communication Manager 104 ACM PBX driver 104 PBX task server 104 Voice Extension Adapter VEA 105 Common Hardware Abstraction Platform CHAP 106 CHAP Sync 106 Terms 106 References to Avaya doc...

Page 9: ...ks 142 What is an open network in the CIE system 142 Example 143 Configuration in the UI 144 Prerequisite 144 Configuring the PBX link 144 Configuring topic access codes 145 Configuring queue devices...

Page 10: ...the configuration 169 Checking the connection with the PBX 169 Creating a log file 170 Configuring the PBX in the user interface 171 Country Settings 171 PBX 171 DSPF controller 172 Application 172 In...

Page 11: ...rds I55 193 Physically installing the S2M card 193 Installing the S2M card 193 Configuring the Diva Server 193 Detecting the driver version installed 194 Updating the driver 194 RJ45 pin allocation fo...

Page 12: ...ve any calls only applicable if connected to an I55 218 Overload prevention 218 Service 219 Windows registry 219 Settings useful reporter categories for TTrace 220 Changing the host names of the CORBA...

Page 13: ...the CIE system 252 Example Setting up and testing UMR 253 Settings for the example 253 Quick start guide 253 Step 1 email settings 254 Step 2a Setting up a topic SMTP variant 255 Step 2b Setting up a...

Page 14: ...er in the distribution group 294 UMR Administrator configuration Enter subdomain 294 Setting up a relay host for outgoing e mails 295 Connection to GroupWise 296 What do I have to configure in DNS Gro...

Page 15: ...h stored procedures 313 Used and free database memory capacity 313 Current connections to the database server 314 Advanced database configuration 315 Working memory max memory used 315 Improving datab...

Page 16: ...stration Well known ports from 0 to 1023 325 Registered ports from 1024 to 49151 325 Dynamic or private ports from 49152 to 65535 327 Ports used by services of a CIE server operating system 329 TCP po...

Page 17: ...alling and configuring a CIE system What kind of information is not provided This manual does not contain information about operating the applications of the CIE system How is this manual organized Th...

Page 18: ...document Compiled on March 5 2007 Based on CIE system version 1 0 1 installation User interface installation Editor Andreas Marquardt Available as Acrobat Reader file Version Date Changes CIE 1 0 11...

Page 19: ...press 1 0 Configuration User Manual Customer Interaction Express 1 0 Task Flow Editor User Manual Customer Interaction Express 1 0 User Interface User Manual Customer Interaction Express 1 0 Wallboard...

Page 20: ...an you get additional support You can get additional support on the Internet You can send us an email or use our hotline Information on the Internet You can find information on the Internet on the fol...

Page 21: ...e following conditions must be met if you want to print this document You need the CIE DVD An Acrobat Reader of at least Version 5 or higher must be installed on your PC You find the software on the C...

Page 22: ...22 User Manual CIE 1 0 System Administration...

Page 23: ...Do not use your first name last name or any other personal information For security reasons you must change your password every 90 days Passwords are case sensitive Operating system Always use the la...

Page 24: ...e the guided installation Synchronization Please ensure that all computers linked to the CIE system are synchronized You can do so using the Synchronization tool You should avoid any time differences...

Page 25: ...o a serious error in a component or setup the last digit in the build number is incremented for the setup User Interface The version for the UI setup is identified in the same way The only difference...

Page 26: ...ase table CIE reporting data are saved in the CIE database in coded form as basic values Only the SG server CIE process can evaluate these basic values using programmed algorithms and generate readabl...

Page 27: ...ther you use Voice Control and UMR PC Intel Pentium IV 3 0 GHz processor or comparable or higher At least 1024 MB of SDRAM 2 GB recommended At least one free PCI slot Hard disk with sufficient disk sp...

Page 28: ...the number of calls and whether you use Voice Control and UMR PC Intel Pentium IV 3 0 GHz processor or comparable or higher At least 1024 MB of SDRAM 2 GB recommended Hard disk with sufficient disk sp...

Page 29: ...ng software with a CIE system Acrobat Reader to read or print CIE documentation Driver software CAPI 2 0 32 bit for ISDN card for I55 PBXs only the CIE setups files contain the corresponding software...

Page 30: ...er Management functions Very important when installing WindowsServer 2003 Carry out a standard installation of Windows Server 2003 Observe the following items If possible create a second partition for...

Page 31: ...l Panel open System 2 Click the Advanced tab 3 Click Error Reporting 4 Select Disable error reporting 5 Click OK to save your settings Page file Windows Server 2003 automatically sets the size of the...

Page 32: ...32 User Manual CIE 1 0 System Administration Power Options Properties settings The figure shows the settings for Power Options Properties...

Page 33: ...ail and IVR Each component has an icon indicating its installed status This gives you an overview of which components you still need to install Note The guided installation helps you with the installa...

Page 34: ...controller on page 172 Contact Center Core Contact Center Core on page 53 Contact Center Additional Contact Center Additional on page 54 Contact Center Realtime Information Contact Center Realtime Inf...

Page 35: ...version of the installed component if it is already installed Version check Indicates whether the component is up to date Ok means you do not need to update Failed means you need to install the compon...

Page 36: ...lation Icon Explanation The installed component is compatible You can update the component but it is not necessary to do so Component is not installed The installed component is not up to date You mus...

Page 37: ...To update a component that is already installed click Modify Repair 2 The setup for that component opens Removing a component 1 To remove a component that is already installed click Remove Entering d...

Page 38: ...applications are closed Write down the users and passwords and keep them in a safe place InstallShield scripting engine You need the InstallShield scripting engine to be able to install WebLM To inst...

Page 39: ...on t install this feature now Note If you create a different installation path be sure to replace only C Program Files The path must contain Java jdk1 5 0_07 6 Click Next The installation takes about...

Page 40: ...Components dialog opens 5 Also select Service 6 Click Next The Choose Install Location dialog opens Use the default setting 7 Click Next The Configuration dialog opens Enter the following settings 8...

Page 41: ...stallation 1 The guided installation is started Select Jakarta Tomcat 2 Click Install The Welcome dialog opens 3 Click Next The License Agreement dialog opens 4 Select I accept the terms in the licens...

Page 42: ...ow these steps 1 The guided installation is started Select Base Components 2 Click Install The Welcome dialog opens 3 Click Next The End User License Agreement dialog opens 4 Select accept the terms i...

Page 43: ...g service and database server together on a PC Installation To install OmniORB follow these steps 1 The guided installation is started Select Naming Service 2 Click Install The Welcome dialog opens 3...

Page 44: ...The installation takes about five seconds 8 Click Finish The installation is complete Settings Comments License Server Enter the host name or TCP IP number of the license server used where the license...

Page 45: ...ya Customer Interaction Express Trace System 6 Click Finish to complete the installation The Avaya Trace Server service is running The autostart type of the service is set to Automatic 7 The Trace Sys...

Page 46: ...g settings 6 Click Next The Ready to Install the Program dialog opens 7 Click Install The Installing UI Session Manager dialog opens The installation takes about a minute The files are copied to c Pro...

Page 47: ...correct drive 4 Enter the following settings 5 Use the following default settings 6 Click Install Sybase will be installed The installation takes about 20 minutes Installation successfully finished is...

Page 48: ...ation Checking the installation Check whether you can start Sybase Central Java Edition and log in as user sa 1 Start Sybase Central Java Edition 2 Select Connect under Extra 3 Select the host name 4...

Page 49: ...ck OK The Welcome dialog opens 4 Click Next The Choose Setup Type dialog opens 5 Click Complete The Sybase database setup dialog opens Enter the following information 6 Click Next The Sybase Device Se...

Page 50: ...k Next The Ready to Install dialog opens 9 Click Install The Installing Avaya Database dialog opens The installation takes about 5 minutes The files db_srv and lna_srv are copied to c Program Files Av...

Page 51: ...ext The Choose Setup Type dialog opens 5 Click Complete The Sybase Device Setup dialog opens 6 Apply the defaults 7 Click Next The Ready to Install dialog opens 8 Click Install The Installing Tenovis...

Page 52: ...For information see Installing the PBX driver CHAP and PBX task server on page 136 ACM task server For information see Connecting to ACM Avaya Communication Manager on page 103 ComMan For information...

Page 53: ...dy to Install dialog opens 8 Click Install The Installing ContactCenter Core dialog opens The installation takes about a minute The files are copied to c Program Files Avaya Customer Interaction Expre...

Page 54: ...ialog opens 8 Click Install The Installing ContactCenter Additional dialog opens The installation takes about a minute The files are copied to c Program Files Avaya Customer Interaction Express Contac...

Page 55: ...l dialog opens 8 Click Install The Installing ContactCenter Realtime Information dialog opens The installation takes about a minute The files are copied to c Program Files Avaya Customer Interaction E...

Page 56: ...the following settings 7 Click Next The Ready to Install dialog opens 8 Click Install The Installing ContactCenter Reporting dialog opens The installation takes about a minute The files are copied to...

Page 57: ...ition 1 1 03 08 2007 57 Voice Control For information see Installing Voice Control on page 198 UMR For information see Installing UMR components on page 234 Address book server For information see Ins...

Page 58: ...ck Next The Choose Setup Type dialog opens 7 Select Complete Click Next The Servers dialog opens Enter the following settings 8 Click Next The Ready to Install the Program dialog opens 9 Click Install...

Page 59: ...takes about five seconds 10 Click Finish to complete the installation Settings Comments Host name of the CORBA naming Service Specify the host name or TCP IP number of the PC running the Corba naming...

Page 60: ...eement dialog opens 4 To accept the license agreements click I accept the terms in the license agreement 5 Click Next The Upgradable Products dialog opens 6 Use the default setting CCUI Com4Tel Click...

Page 61: ...elcome dialog opens 3 Click Next The Choose Setup Type dialog opens 4 Click Complete The General Settings dialog opens Enter the following settings 5 Click Next The Ready to install dialog opens 6 Cli...

Page 62: ...n Open 3 Open watchdog xml sample 4 In the Server field enter the host name of the CIE server 5 Click scenarios 6 To rename the host name click Ren Host The Rename Hosts in Run dialog opens 7 In the W...

Page 63: ...ows 1 You edited and saved the configuration file using the Watchdog Config application Edit the configuration file as described above 2 Select File then Distribute The Distribute Configuration File d...

Page 64: ...e using a standard HTTP connection Licenses are managed and monitored using a Web browser Type of licenses WebLM supports counted client can request a number of licenses and uncounted licenses OK lice...

Page 65: ...n the installation as you usually would and change the settings Starting WebLM for the first time Prerequisite Use the service manager Control Panel Administrative Tools Services to check whether Apac...

Page 66: ...M index jsp The Login dialog opens 3 Enter the user name User Name and password Password 4 Click Install License 5 In Enter License Path specify the file name and path of the license or click Browse a...

Page 67: ...the components and descriptions Component Computer Explanation AvayaUpdateService exe Client This is a Windows NT service that must be installed on each client This service handles timing and starts...

Page 68: ...AvayaUpdateService does not work in a terminal server environment This is because interactive services can only access certain Windows stations sessions This same applies for more than one user logged...

Page 69: ...g Under Blacklist you can specify update codes in registry format for the installations you do not want to update The names of the keys are unimportant but they must be unique Example Blacklist ignore...

Page 70: ...lue C updatestore param value context param context param param name updatestore products param name param value ccui com4tel param value context param servlet servlet name download servlet name servl...

Page 71: ...age login jsp form login page form error page loginError jsp form error page form login config login config security role role name tomcat role name security role web app The entries for security role...

Page 72: ...package to the license server by using the license administrator tool Logging in All parts of the CIE system are installed You can now start the CIE system manually 1 Log in to the CIE server 2 Use th...

Page 73: ...er the system is an email system or a system with an I55 or ACM PBX Services start type automatic The following processes are installed as services that start automatically OmniOrb Automatic TTrace Au...

Page 74: ...v Processes I55 PBX The following processes must be started by the Watchdog if the system is connected to an I55 PBX Taskserver I55 Starter man service VU Unit I55 Starter man service config Processes...

Page 75: ...atchdog The following processes must always be started by the Watchdog if you have a UMR system Reconstructor adb_srv bat file Note In CIE systems with UMR the address book server is not started as a...

Page 76: ...ample of file names 2006_07_05_System_4F__20_00_to_21_00 out was created on 05 07 06 at 8 00 p m and contains data to 9 00 p m Time interval The time interval can be changed using start parameters ktr...

Page 77: ...twork the port number is incremented 9211 9212 You can change the port with ktracer p port Each PBX in the CIE network must have its own port The correct port for each PBX is specified in the output o...

Page 78: ...the agent before the actualization Quick start guide The following tables are quick start guides for the respective topics If you have the necessary experience you can use the table as a memory aid T...

Page 79: ...tomer Interaction Express Version dialog opens 2 Click Next The License Agreement dialog opens 3 To accept the license agreement click I agree 4 The guided installation detects BCC components that are...

Page 80: ...ed installation is started Select Sybase 2 Click Upgrade The Sybase ASE Installer dialog opens 3 Select the correct drive 4 Enter the following settings 5 Click Modify Repair Sybase is updated The upd...

Page 81: ...Select all user databases Deselect a user database only if you are sure that this database must not be converted to Unicode 4 Click Upgrade The database is converted This takes about five minutes The...

Page 82: ...ens Enter the following information 3 Click OK The General settings dialog opens Enter the following settings 4 Click Next 5 The database is upgraded This takes about three minutes 6 Click Finish to c...

Page 83: ...rchive_1 spl ARCHIVE_DATABASE name of archive database USER_WRITE c3k_archive USER_READ report 4 Enter following ISQL command isql Usa P password S servername ic3kschema_archive_1 sql 5 Accomplish the...

Page 84: ...84 User Manual CIE 1 0 System Administration...

Page 85: ...ange a version manually you can no longer update it automatically For further information please refer to the following topics Refreshing views on page 99 Changing the settings on page 99 Uninstalling...

Page 86: ...lowing preparations Step 2 Installation Make the following preparations Step Action Notes 1 Check your access rights You need administrator rights 2 Prepare the information Host name of CORBA Host nam...

Page 87: ...at least 10 GB available Multi functionkeyboard Pointer mouse Network card Ethernet card Software You need the following software for the client components Operating system Windows XP or Operating sy...

Page 88: ...pany network uses a proxy server as an automatic configuration script the automatic configuration script must be modified accordingly Consult the system administrator of your company network You can f...

Page 89: ...to a network TCP IP must be installed and configured You are logged in as the system administrator Other Windows applications are closed What information do you need for the installation You need the...

Page 90: ...5 Click Next The Package contents dialog opens A table shows the components to be installed The name and version information is displayed The green check mark symbol indicates that the version is up...

Page 91: ...gram dialog opens 6 Click Install The installation takes about five seconds 7 Click Finish The installation is complete Settings Comments License Server Enter the host name or TCP IP number of the lic...

Page 92: ...select a different folder select Change Apply the default settings of the folder 5 Click Next The General settings dialog opens You must enter the following information 6 Click Next The Ready to Insta...

Page 93: ...raction Express folder is used by default To select a different folder select Change Apply the default settings of the folder 3 Click Next The General settings dialog opens You must enter the followin...

Page 94: ...eduler you must also install the languages for it 4 You cannot change the folder Install to The language files must be installed in the folder of the user interface 5 Click Next The Ready to Install t...

Page 95: ...stem32 The following table contains a few options and examples For more information on Windows Installer see the relevant documentation Application Call Example Installs the package If you do not set...

Page 96: ...Example C Programs Avaya Customer Interaction Express The installation adds Contact Center User Interface automatically This means that the user interface is installed in C Programs Avaya Customer In...

Page 97: ...e Client You can use the following arguments when installing the Update Client component File update client msi Arguments The table below lists the available arguments Example msiexec exe i T NestedSe...

Page 98: ...all users on the computer instead of for the current user only You must use this argument as otherwise other applications may not find the settings made by Setup ADDLOCAL Mandatory If you specify WEB...

Page 99: ...bootstrapper on page 90 Changing the settings To change the settings of a client you must change the client via the Control Panel Proceed as follows 1 Click Start Control Panel 2 Double click Softwar...

Page 100: ...cate the language Installation To install languages separately follow these steps 1 If you are running the user interface exit it 2 Select the folder with the installation files CIE DVD or network 3 D...

Page 101: ...ion Express License Client dialog opens 4 Click Next The WebLM Parameter dialog opens Enter the following settings 5 Click Next The Ready to Install the Program dialog opens 6 Click Install The instal...

Page 102: ...t msi The installation is initialized This takes about 3 seconds The Update Client dialog opens 4 Click Next The Destination Folder dialog opens You usually use the defaults 5 Click Next Enter the fol...

Page 103: ...ACM Avaya Communication Manager Introduction on connecting to ACM The PBX task server consists of a number of components that provide the required functions for the call center Illustration of compone...

Page 104: ...M PBX driver is an independent service and can be installed on a separate PC if necessary PBX task server The PBX task server adapts the telephone specific behavior of the ACM PBX driver and makes it...

Page 105: ...ing devices IP channels are used as routing devices If a call is pending at a routing device it is signaled as a route request The PBX task server notifies the kernel using the PBX task server interfa...

Page 106: ...s to the CHAP configuration data in the database and forwards the changes to the CHAP The CHAP writes the data to a local property file Terms The table below shows explains some of the terms used in t...

Page 107: ...ne at support avaya com Administration and System Programming Appl Enab Services ACM features The following features must be enabled for ACM ACM Feature System Parameter Customer Option ASA ARS AAR Di...

Page 108: ...sferred calls The following functions behave differently when you use an ACM connection than when you use an I55 connection If a call is routed to a busy external destination the caller is canceled Th...

Page 109: ...IP tie line You need IP tie lines for queues topics and voice controls To set up an IP tie line follow these steps Step Actions with ASA Avaya Site Administration or other tools Notes 1 Displaying tel...

Page 110: ...te must be in service Step Action Notes 1 Install the PBX driver Host name of the CORBA naming service Port 2809 Corbaname Host name of Trace system server Port 10300 2 Install the CHAP Host name of t...

Page 111: ...ernal line Assignment tab VEA 2 Access Code Topics Access Code Topics under Service PBX 3 For following queue function only Queue device QueueDevice tab Start no and End no 4 For following queue funct...

Page 112: ...hones are configured To determine which telephones are configured use the Avaya Site Administration ASA application This application is usually installed on the administration PC Starting and signing...

Page 113: ...to do so Prerequisite The ACM PBX driver must be installed Testing To make sure the telephones function use the TSTest32 application This application is installed with the TSAPI driver Call Proceed as...

Page 114: ...ACM and CHAP is identical but the general conditions differ IP topics The number of topics restricts the number range The number of channels can be greater than the number of topics It depends on the...

Page 115: ...p are assigned the identifier 6 This setting must be unique in the system It is a good idea to use the same identifier for all related devices The code for CIE queues is 86xxx 86 and three additional...

Page 116: ...500 S8700 systems The CLAN modules are the local side s of the H 323 connection You must also enter CLAN modules manually in the node name ip table CLAN modules are not set by default Illustration In...

Page 117: ...rst time 2 Create the trunk group 3 Open the signaling group 4 Enter and save the value for the trunk group Supplementary Service Protocol b b for QSIG Near end Node Name porcr For an S8300 enter proc...

Page 118: ...118 User Manual CIE 1 0 System Administration Illustration Once you enter H 323 under Group Type the display looks like the display below The figure below shows the settings described in the table...

Page 119: ...server must be located in one network region Settings The following settings are to be used as the Codec set Illustration The figure below shows the settings described in the table Setting Setting Ex...

Page 120: ...ing Command add trunk group x creates a new trunk group change trunk group x to change the settings Settings You must change the following settings on page 1 Setting Setting Explanation Group Type isd...

Page 121: ...Connecting to ACM Avaya Communication Manager Edition 1 1 03 08 2007 121 Illustration The figure below shows the settings described in the table...

Page 122: ...you select auto only the associated signaling group and number of channels is specified and the list on page 5 is created automatically We recommend the automatic method since signaling groups and tr...

Page 123: ...must change the following settings on page 2 Illustration The figure below shows the settings described in the table Setting Setting Explanation Service Type tie Codeset to send Display 0 Supplementa...

Page 124: ...ation You must change the following settings on page 3 Illustration The figure below shows the settings described in the table Setting Setting Explanation Send Name y Send Calling Number y Format Priv...

Page 125: ...Connecting to ACM Avaya Communication Manager Edition 1 1 03 08 2007 125 You do not need to make any changes on page 4 Illustration The figure below shows the settings described in the table...

Page 126: ...owing you must enter the channels along with the assignment to the signaling group in example 6 if you are not using Member Assignment Method auto In general on page 1 you set Member Assignment Method...

Page 127: ...or the H 323 trunk in the example 86xxx in the dial plan analysis with the call type aar automatic alternate routing You must configure the aar call type for Voice Control topics queue devices and cha...

Page 128: ...nalysis enter the code in the example 86xxx You must also enter the route pattern used also 6 in the example and call type lev0 Illustration The figure below shows the described settings Setting Setti...

Page 129: ...ttings You must change the following settings on page 1 Illustration The figure below shows the settings described in the table Setting Setting Explanation Grp No 6 Enter the assigned trunk group FRL...

Page 130: ...the settings open the signaling group and trunk group using the status query status sig 6 or status tru 6 in the example The state must be in service Note for S8300 If it does not work even though al...

Page 131: ...Connecting to ACM Avaya Communication Manager Edition 1 1 03 08 2007 131...

Page 132: ...ture from the call list in the topic you must set up external OUTCC and internal OUTCC accordingly Dial plan Set up the code for OUTCC in the dial plan as call type ARS Example 788 for external OUTCC...

Page 133: ...PUBU as the CallType public unknown corresponds to ISDN unknown Setting up internal OUTCC There are two ways to set up OUTCC internally Option 1 For option 1 two trunks e g H 323 are set up pointing...

Page 134: ...on 2 The CPN of the subscriber agent can be displayed You must make an appropriate entry for each extension ranges are possible and each trunk Example For all 18xx subscribers a four digit CPN subscri...

Page 135: ...Connecting to ACM Avaya Communication Manager Edition 1 1 03 08 2007 135 Example of public unknown numbering The figure below shows the described settings...

Page 136: ...f the CORBA naming service Specifies the host name or TCP IP address of the OmniOrb server Port Specifies the port for accessing the OmniOrb server 2809 is the default setting Host name of Trace syste...

Page 137: ...st shows sample settings install Feature ACMPBXDriver install Feature AvayaTSAPI InstallDir C Program Files Avaya pdbdriver acm NameServer Hostname vmw2k3 Port 2809 Corbaname pbxdriver_vmw2k3 Session...

Page 138: ...Port 2809 TTraceServer Hostname vmw2k3 Port 10300 6 Click Install The installation takes about 10 seconds 7 Click Finish Settings Explanation Hostname of Corba Naming Service Specifies the host name o...

Page 139: ...The list shows sample settings install Feature TaskServer install Feature VEA InstallDir C Program Files Avaya pbxtaskserver NameServer Hostname vmw2k3 Port 2809 TTraceServer Hostname vmw2k3 Port 1030...

Page 140: ...Network Protocol Analyzer tool for analysis The installation file is located in the Tools folder 1 Double click wireshark setupX exe X stands for the version 2 Follow the instructions and accept the d...

Page 141: ...o ACM Avaya Communication Manager Edition 1 1 03 08 2007 141 Starting processes After you have restarted the PC start the following processes All call center processes PBX driver CHAP CHAPSync VEA PBX...

Page 142: ...secure transfer is used and with a secure transfer all destinations must be unique only from the perspective of the CIE system which they must be in any case If a queue must be forced via forwarding f...

Page 143: ...he QUEs for the range 8817700 to 8817799 are configured as described The following entry will be generated under ARS digit conversion This means that when the string 88177xx x don t care is dialed the...

Page 144: ...ering an abbreviation The abbreviation is used to display the PBX at the agent s workstation 5 You can enter a site 6 Under Type select Communication Manager 7 Select version V3 1 8 Enter the user nam...

Page 145: ...code topics The Access Code Topics dialog opens 2 Click Insert The Access Code Create dialog opens 3 Select the PBX The access code is the first part of the topic number The full topic number is the a...

Page 146: ...d as follows You must have already set up agent groups and topics 1 The Configuration module is open Click the Announcement tab 2 Click Create 3 Select a PBX Click OK The Announcement Text Configurati...

Page 147: ...e the CHAP follow these steps 1 The Configuration module is open Click the CHAP server tab The CHAP process that is started is displayed 2 Click Edit The Chap Edit dialog opens 3 You can check the hos...

Page 148: ...and opened the dialog again 18 Click the CHAP adapter line tab 19 Select ACM QSIG IP 1 20 Click Properties Enter the following settings The settings correspond to those of the associated signaling gro...

Page 149: ...gure telephones follow these steps 1 The Configuration module is open Click the Telephone tab 2 Click Create 3 Select a PBX Click OK 4 Enter the start no and end no for the agent telephones that are u...

Page 150: ...separate the two frequency values with a forward slash Example 2 425 833Hz 960ms 50 3840ms Ring tone set up Proceed as follows to configure a ring tone 1 The Configuration module is open Click the CHA...

Page 151: ...ause 440 480Hz 2000ms 4000ms United Kingdom Dual frequency tone 400 and 450 Hz for 0 4 seconds 0 2 seconds pause same tone for 0 4 seconds and 2 seconds pause 400 450Hz 400ms 200ms 400 450Hz 400ms 200...

Page 152: ...nual CIE 1 0 System Administration Connecting Voice Control to an ACM For information on connecting Voice Control to a PBX see the following topic Configuring Voice Control when connecting to an ACM o...

Page 153: ...the installed watchdog or set the service start type to automatic This ensures that the processes are started automatically when the server is restarted Configuration After the applications have start...

Page 154: ...154 User Manual CIE 1 0 System Administration...

Page 155: ...erience you can use the tables as a memory aid This quick start guide is intended for experienced users The tables include the necessary setup steps and instructions in abbreviated form See the corres...

Page 156: ...em server 2 Install the ISDN card Physically install the card Install Europa European ISDN DSS1 Update the driver Check 3 Connect to PBX Digital subscriber DITN with ETSI 0 protocol Telephony TLP and...

Page 157: ...accept the terms in the License Agreement 5 Click Next The Choose Setup Type dialog opens 6 Click Complete The General Settings dialog opens Enter the following settings 7 Click Next The Ready to Ins...

Page 158: ...PBXs the ACB is used with IVL as TCP IP access Configuring the PBX in the user interface To connect a PBX you must configure the PBX in the Configuration module in the user interface Please note the...

Page 159: ...server Make sure the Program Files Avaya ContactCenter folder contains these files SERVER PEM CTI PEM KEY DAT CTI connection is interrupted To prevent the CTI connection from being interrupted carry o...

Page 160: ...manufacturer Use the default settings of the ISDN card If you are using a PBX with L02 you do not need an ISDN card Which ISDN cards can you use Use one of the following ISDN cards Operation with othe...

Page 161: ...must update them To do so use the installation CD that comes with the ISDN card If the installation CD provided is older you can download updates from Eicon at http www eicon com Checking the ISDN car...

Page 162: ...iver 1 Open Computer Management 2 Select Device Manager 3 In View menu select Show hidden devices 4 The CAPI driver CAPI 2 0 driver must be listed in the Non Plug and Play Drivers folder 5 Double clic...

Page 163: ...he PBX must have a DS0 or DT0 module ISDN connection configuration The following table shows the pinout of the ISDN S0 jack S0 jack Pin 1 2 3 4 5 6 7 8 ISDN assignment A v a i l a b l e A v a i l a b...

Page 164: ...nection from the CIE server to the BCAG is established using a code with the BCA This establishes the data connection necessary for operating the CIE system If not all B channels of the S0 interfaces...

Page 165: ...User name Password Installation To install the Module Manager Communication Manager follow these steps 1 The guided installation is started Click ComMan 2 Click Install The installation program start...

Page 166: ...B channels is selected 10 Click Next The Select access network dialog opens Select the access types to be supported by the Communication Manager You must select the following option for CIE I33 I55 CS...

Page 167: ...the BCAG number of your PBX as access number Enter 5679 as the port for the CIE Enter HEIKE as the user Enter ACCESS as the password 13 Click Apply Only then will the data be used 14 Click Next The T...

Page 168: ...uld start automatically Check the start type You must also set the reactions upon service failure 1 Click Start Settings Control Panel Administration 2 Double click Services The list must contain the...

Page 169: ...X has been established 1 Open a command prompt Dos box 2 Enter the command telnet 3 Enter the command open Host name 5679 4 Use either the name or the TCP IP address as the host name 5679 is the port...

Page 170: ...file Please note that the storage capacity needed for this log file increases continuously Either delete the file from time to time or use the start parameter only temporarily 1 To create a log file y...

Page 171: ...Click the Country settings tab 2 Click Create 3 Enter the respective settings 4 Click OK to save your settings PBX The Configuration module is open in the user interface 1 Click the PBX tab 2 Click Cr...

Page 172: ...PF controller follow these steps Setup does not fully install the driver for the VTB Use the guided installation as usual 1 The guided installation is started Select DSPF Controller 2 Click Install Th...

Page 173: ...eral seconds 9 Click Finish to complete the installation Connecting the VT box Setup does not fully install the driver for the VT box When you connect the VT box the operating system detects that the...

Page 174: ...174 User Manual CIE 1 0 System Administration...

Page 175: ...l with a connection to an ACM Illustration Voice Control in the CIE system The following schematic illustration shows the structure of the CIE system and its necessary components Taskserver Extension...

Page 176: ...le and saved to the database in XML format During the initialization of the ivr process the IVR scripts are loaded from the database and converted from XML The respective objects script classes are cr...

Page 177: ...hat affect the connection can be used with scripts of the type Announcement and Welcome announcement because calls cannot be routed Voice Control rejects calls if all available ports are busy Voice Co...

Page 178: ...a connection to an I55 Illustration Voice Control in the CIE system The following schematic illustration shows the structure of the CIE system and its necessary components Voice Control server CIE ser...

Page 179: ...XML The respective objects script classes are created All loaded IVR scripts are reported to the CIE system using the CIE socket interface If the CIE system wants to start an IVR script it triggers t...

Page 180: ...lowing special aspects Voice Control can reject a script start No telephony elements that affect the connection can be used with scripts of the type Announcement and Welcome announcement because calls...

Page 181: ...stall the components as described Step Action Notes 1 Install the ISDN card Only required for I55 Step Action Note 1 Install the ISDN card driver Only required for I55 2 Install base components if nec...

Page 182: ...ealSpeak 4 0 If you are running RealSpeak 4 0 and the license server on different PCs you must deactivate the 3rd Party Licensing Components option Following installation in the environment variables...

Page 183: ...p Action Notes 1 Configure VU Settings Name PBX Type Interface version Host TCP port no 54321 for I55 Mail server Default script Line allocation for I55 2 Allocate number Only required for ACM 3 Assig...

Page 184: ...rol See the following topic for the prerequisites CIE requirements on page 27 Additional equipment You also need 256 MB RAM for each additional language ISDN cards if necessary PBX You can use Voice C...

Page 185: ...ollowing WAV format for Voice Control PCM 8 000 kHz 16 bit Mono 16 Kbit s You can use the following WAV formats However they might result in loss of quality PCM 11 025 kHz 16 bit Mono 21 Kbit s PCM 16...

Page 186: ...Control VALUE_CIE_IVR_PORT You need a license for each port Voice Control only recognizes ports that are set up and licensed This does not mean that only as many IVR scripts can run as ports are avai...

Page 187: ...want to use with TTS This allows you to use one language for TTS If you want to use additional languages you need VALUE_CIE_IVR_TTSLANG licenses for the additional languages The number of VALUE_CIE_I...

Page 188: ...ocumentation for Voice Control Voice Control Docu Example Scripts Contains example scripts Voice Control Docu Sybase SQL Contains SQL scripts Voice Control Docu Tools Contains tools Voice Control Voic...

Page 189: ...allation options dialog select Include this location in the search Clear all other options 3 Insert the CIE DVD in the drive and specify the path for the driver files Click Next 4 The ISDN switch type...

Page 190: ...rresponds to 16 B channels The assignment between the eight S0 connections on the PBX and the eight ISDN controllers in your PC and thus the eight S0 connections on the two cards is determined as foll...

Page 191: ...ens 2 Double click the Control Panel icon The Control Panel dialog opens 3 Double click the Hardware icon The Hardware Wizard dialog opens 4 Click Next The Select hardware option dialog appears Select...

Page 192: ...riant Voice Unit multi B channel The VU can have independent connections on each B channel Each connection can use Hold Retrieve and Call Transfer ECT The B channels are assigned by the ISDN card of t...

Page 193: ...ope other countries Euro ISDN ETSI DSS1 Click Next 4 The Installation type dialog opens Use the default Click Next 5 The Selected installation options dialog opens Click Next 6 The Installation is com...

Page 194: ...e Driver tab The driver version is displayed Updating the driver To install a current driver you do not need to uninstall the previous version Proceed as follows 1 Install the current driver as usual...

Page 195: ...Next 4 The Select hardware option dialog appears Select Uninstall or remove device Click Next 5 The Select a method for removing the hardware component dialog opens Select Uninstall device Click Next...

Page 196: ...u must set the PBX feature RZA AOLM The following connecting device features are important for running a Voice Control with an I55 PBX AOLM Explanation EMU Hold for pickup AMT Direct outward dialing I...

Page 197: ...e PBX contains the redirecting address for mailbox selection For a chained call diversion the call number of the last diverting subscriber is used IVRMF Variant Voice Mail First Redir User voice box T...

Page 198: ...d If you want to run Voice Control on a different PC you must also install CHAP ACM only See Installing the PBX driver CHAP and PBX task server on page 136 1 Open the Voice Control folder on the CIE D...

Page 199: ...facturer for Voice Control Activation of Languages lets you choose when you start if applicable The OSR3 and RealSpeak4 software packages each include one license server Although the license server is...

Page 200: ...ram Files SpeechWorks OpenSpeech Recognizer flexlm license folder 8 The basic installation is complete You still need to install the required languages Each language has its own setup Installing the l...

Page 201: ...l Speechpearl for Voice Control follow these steps 1 Insert the Tiva 2 2 CD in your CD ROM drive 2 Open the ASR_TTS asr_runtime_basics install directory on TIVA CD3 and start setup exe Follow the inst...

Page 202: ...rd Party Licensing Components Click Next 5 The RealSpeak Host Service dialog opens Accept the default setting and click Next 6 The Ready to Install the Program dialog opens Click Install 7 The Install...

Page 203: ...ng Speechify The manufacturer has not released the software for Windows Server 2003 prerequisite for Voice Control RealSpeak 3 5 To continue to use RealSpeak 3 5 follow these steps 1 Install TIVA 2 2...

Page 204: ...eech recognition programs a message is displayed Speech recognition software from more than one manufacturer is installed Select the manufacturer you want to use From the list box select an engine for...

Page 205: ...s CAPI option Now you can change the number of ports used After you install Voice Control all controllers are switched on for one ISDN card The Port Configuration application displays all controllers...

Page 206: ...206 User Manual CIE 1 0 System Administration Example 1 for ISDN port configuration In example 1 all ports are used for Voice Control...

Page 207: ...Starting Voice Control for the first time Edition 1 1 03 08 2007 207 Example 2 for ISDN port configuration In example 2 the ISDN card 2 controller 8 port is assigned to another application...

Page 208: ...User Manual CIE 1 0 System Administration Example 3 for ISDN port configuration In example 3 number 73 is deleted Note The ISDN card 1 controller 4 cable with number 74 must be inserted at controller...

Page 209: ...tration tab on the left and the select Configuration 2 Click the Voice Unit tab To create a new VU click Create 3 The Voice Unit Configuration dialog opens 4 Enter the following settings Setting Expla...

Page 210: ...n SMTP capable mail server Voice Control uses this mail server to send emails Default script Specifies the default script If an error occurs Voice Control starts this script Line allocation This box i...

Page 211: ...re adapters select ACM_QSIG_IP and click Edit 5 The CHAP Adapter ACM_QSIG_IP dialog opens Select the CHAP adapter line tab 6 Click Create Enter your numbers start number and end number and the number...

Page 212: ...ration tab on the left and the select Configuration 3 Click the PBX tab Select the correct ACM system and click Edit 4 The PBX Configuration Create dialog opens Select Assign to CIE and click Edit 5 T...

Page 213: ...u can use 28 alphanumeric characters maximum PBX You can choose between Voice Control and External If you select External you must specify the connection type Type You can choose between Voice Control...

Page 214: ...ult script 1 Start the Contact Center User Interface application 2 Select the Administration tab on the left and the select Configuration 3 Click the Voice Unit tab 4 Select the correct voice unit 5 C...

Page 215: ...manently assigned to a PBX You must assign an IVR script to one or more Voice Controls To learn how to do so refer to the Customer Interaction Express IVR Editor user manual or to the Online help Cond...

Page 216: ...216 User Manual CIE 1 0 System Administration...

Page 217: ...c element is not processed correctly Problem A condition in the Logic element is not processed correctly Solution Note that the words lower and upper cannot be part of a variable name IVR script is no...

Page 218: ...74 is still connected to port 7 and 8 of the ISDN card Voice Control does not receive calls for this number Overload prevention Voice Control is a realtime speech processing system that requires enou...

Page 219: ...tries for Voice Control are in LOCAL_MACHINE SOFTWARE Avaya CIE VoiceControl Configuration You can change the folders for voice messages and audio files to record later Change Explanation PathVUScript...

Page 220: ...an enter reporter categories separated by commas that you want to switch on automatically when Voice Control starts When connecting to an ACM When connecting to an I55 Type of error Reporter category...

Page 221: ...erver or CTI server settings 5 Click Next 6 To accept the changes restart the Voice Control server Uninstalling Voice Control with the SpeechPearl engine You can remove Voice Control ASR and TTS as yo...

Page 222: ...number of licenses for channels Licenses for TTS Devices Shows the number of licenses for text to speech Licenses for VC Devices Shows the number of licenses for Voice Control speech recognition Stat...

Page 223: ...cates a diversion destination State D Indicates the status of the D channel The statuses are assigned to numbers The list below shows the numbers and the assigned statuses 0 means INIT 1 means INDICAT...

Page 224: ...ion Explanation EPT Endpoint address CallID ID number of the call Port Port number of the connection State Script status 0 indicatesPassive no script is loaded 1 indicates Active IVR_User is active a...

Page 225: ...routeVoiceMessages Shows information on and statuses of the voice messages available in the system Information Explanation EPT Endpoint address CallID ID number of the call InvokeId ID for activating...

Page 226: ...226 User Manual CIE 1 0 System Administration...

Page 227: ...rresponding topic for full instructions Step 1 Preparations Please note the requirements Carry out the preparations first Step 2 Installation Install the UMR components and address book server Step Ac...

Page 228: ...ing RoD Enter the settings for the following components Reporting database Archiving source database Scheduler database Archiving destination database 6 Install the address book server Enter the follo...

Page 229: ...ask Server Manager Kernel Reconstructor LAD server Vectors Realtime Information Reporting 2 UMR start sequence OmniNames Tomcat UI Session Manager DB server LNA server C3000 server UMR ClientAdapter U...

Page 230: ...u are also using other applications PC Intel Pentium IV 2 2 GHz processor or comparable or higher At least 512 MB of SDRAM Hard disk with sufficient disk space at least 4 GB available Multi functionke...

Page 231: ...ompany network It is possible to use an automatic configuration script for the LAN settings In order for the Web applications of the CIE system to work correctly you must set the relevant exceptions i...

Page 232: ...r driver To ensure proper operation switch off the NT kernel mode of the printer driver Proceed as follows 1 Launch the Group Guideline Editor To do so click Start Run Enter gpedit msc Click OK 2 Go t...

Page 233: ...t when shutting down or restarting the server can be disabled in Group Guidelines 1 Launch the Group Guideline Editor To do so click Start Run Enter gpedit msc Click OK 2 Go to the Administrative Temp...

Page 234: ...e host name of the PC not localhost Installing the CIE system Install a CIE system as you normally would For installation information see Installing components on page 38 You likely have already insta...

Page 235: ...ect settings will then be made automatically Note You may already have JDK or have already installed JDK beforehand Please note that you must install Support for additional languages We recommend that...

Page 236: ...ens 3 Use the default 4 Click OK The UM Core dialog opens 5 Click Next The Select destination dialog appears 6 Use the default Avaya UM Core 7 Click Next The Setup Type dialog opens 8 Select UMR 9 Cli...

Page 237: ...b Naming Service dialog opens Enter the following settings Continued on next page Service Account Setting Explanation User name Indicates the user name You must enter a user This user is used to start...

Page 238: ...page Parameters for the database server option Explanation Local You usually use the default setting Local The database is on the same PC Remote If the database is running on a different PC select Re...

Page 239: ...nstallation click Next The Setup status dialog opens The components are installed The installation takes several minutes The UMR Database Installer 2 0 dialog opens Text template server parameters set...

Page 240: ...ck Next The Ready to install dialog opens 8 Click Install The Please donft interrupt the installation process dialog opens The progress is displayed The installation takes several minutes 9 A security...

Page 241: ...e installation of UMR Core English and German are installed by default 1 The guided installation is started Select UMR Core Locales The UMR Core Locales dialog opens 2 Click Next The Setup Type dialog...

Page 242: ...lick Next The Archive Source database dialog opens Continued on next page Language selection setting Explanation Language Select your preferred language for the ReportOnDemand components software inte...

Page 243: ...s Sybase dsedit The servers are displayed with the corresponding ports in the Interfaces Driver window Database Standard c3k User Enter the user name As a general rule use the user sa Password Enter t...

Page 244: ...splay the recommended ODBC drivers Select a driver suitable for your UMR archiving database and click OK The ODBC driver is entered in the field An ODBC driver is set up by ROD Setup for Sybase Driver...

Page 245: ...s You must enter the following information 10 Click Next The Ready to Install the Program dialog opens 11 Click Install The Installing Address Book Server dialog opens The time it takes to install the...

Page 246: ...chdog see the Watchdog V4 X User Manual Always ensure you have set the correct start sequence for processes in the CIE system Default processes The following processes must run on each CIE server rega...

Page 247: ...er RoD Rodomat RoD scheduler server RoD Archie RoD CommandExecuter Watchdog The following processes must always be started by the Watchdog if you have a UMR system Reconstructor adb_srv bat file Note...

Page 248: ...Components To uninstall components follow these steps 1 Select Start Settings Control Panel Software 2 Select UMR 3 Click Change Remove C3k database is not deleted The c3k database is not deleted If y...

Page 249: ...to send only a copy to the UMR system If the UMR server retrieves the messages and a copy must stay on the email server use the IMAP4 protocol The UMR system can receive faxes and SMS messages directl...

Page 250: ...system to mail systems CIE Kernel Vectors SMTP UMR POP3 IMAP4 Mailserver Exchange Domino Groupwise Linux Send copy of email using SMTP Mailserver Exchange Domino Groupwise Linux MailAccount 1 MailAcco...

Page 251: ...view agent mailbox folders and delegate and delete documents UMRConfigServer When using UMR you need a process to synchronize the agents and the topics in the database cc The UMRConfigServer process s...

Page 252: ...you attempt to make changes that are not permitted in the CIE system a message appears in the CIE user interface You do not permitted to carry out the following actions Create an email address that i...

Page 253: ...ail Flow Email flow Quick start guide The following tables are quick start guides for the respective topics If you have already set up several systems and have the necessary experience you can use the...

Page 254: ...up POP3 or IMAP4 UMR Administrator module C3000 POP3 IMAP4 client 8 Sending email Example 9 Working as an agent WebClient Step Action Note Settings Comments UMR Domain Enter the agent and topic domain...

Page 255: ...tion SMTP is selected as the default protocol 9 Click OK 10 Click OK to save your settings Step 2b Setting up a topic POP3 variant Note when using the POP3 protocol When you use the POP3 protocol mess...

Page 256: ...opens 3 Enter a name for the topic Info1 in the example 4 As the task type select Email 5 Click the Email tab 6 Set the options and values as required 7 Click Details The email address of the topic co...

Page 257: ...p an agent Proceed as follows 1 The Configuration module is open Click the Agent tab 2 Click Create The Agent Create dialog opens 3 Enter a system name for the agent 4 Enter a login name The agent use...

Page 258: ...in the example 14 Click Add 15 Click OK 16 Click the Email tab The email address of the agent consists of the name and domain 17 Click Insert 18 Select the agent group AG Info1 in the example 19 Clic...

Page 259: ...UMR domain Proceed as follows 1 Open the UMR Administrator module 2 Click Components 3 Click C3000 SMTP Connector The C3000 SMTP Connector dialog opens 4 You can usually accept the default settings on...

Page 260: ...n edit the message Settings Comments Maximum size of incoming messages mega bytes You can enter a limit for incoming messages When entering the maximum size remember that the size also includes attach...

Page 261: ...trator since fax SMS documents are only managed in C3000 Tabs in the UMR Administrator for UMR After you set up UMR the UMR Administrator contains the following tabs User tab UMR topics domains tab Co...

Page 262: ...e 305 Fax sender identifier Enter an individual sender ID for the user Cost center Enter a cost center any string Street Shows the street This entry is used as the placeholder variable for the textblo...

Page 263: ...ists in C3000 In this field enter the extension at which SMS messages enter C3000 for this topic Fax sender identifier This field is editable and only exists in C3000 In this field enter a custom send...

Page 264: ...domain must be entered as a sender domain In systems that operate for multiple clients an agent or topic can own its own external domain for each client Example Agent1 group1 com Agent1 group2 com To...

Page 265: ...les for security Domains to be rejected IP addresses to be rejected Valid sender domains you can choose whether to enable this rule More information See also Security on page 304 Email to or Cc Sender...

Page 266: ...mmercially available SIM card can be used Devices are connected to the serial interface of the host PC M20 D1 D2 MC35 D1 D2 e Plus For more information on terminals see the manufacturer s documentatio...

Page 267: ...following settings are available for GSM terminals Once you have entered all the parameters click the Save button You must restart the SMS gateway Setting Description SIM PIN Enter the PIN for your SI...

Page 268: ...ace Insert sender If you select this check box the sender written as g extension h is inserted at the beginning of the SMS message SMS with more than 160 characters If an SMS message has more than 160...

Page 269: ...for temporary files The working files of the gateway are generated in this directory Log level Controls the number of messages in Realtime Information Do not use the debug level as the log level Inte...

Page 270: ...ed in an internal list A copy of this list is stored temporarily in the directory commgw temp msg The system continuously attempts to deliver the documents stored temporarily to the UMR server Example...

Page 271: ...ation on TTrace see the relevant documentation Setting Comments C3000 server Enter the PC name of the C3000 server the IP address in exceptional cases All valid address formats in your system are acce...

Page 272: ...2 Expand the node of the server whose fax gateway you want to configure To do so click the symbol to the left of the server name or server address Configurable services are indicated by the pencil ic...

Page 273: ...Example 49 for Germany Default 49 Value range 1 99 Area code The area code for the site including the area code for long distance calls Example 040 for Hamburg The entry may have a leading 0 The site...

Page 274: ...mbers that are blocked automatically The list of numbers is not permanently stored in a file or database Make sure this service is only installed once All fax gateways check the destinations of their...

Page 275: ...according to rule 4 Example 49 40 23658 Default blank The base identifier is the number of the individual employees without the extension In general the base identifier consists of Country code in Ger...

Page 276: ...ckbox is selected for the identifier the ID is output twice in the header if you also use this variable requestid request ID documentid document ID name last name of the sender firstname first name of...

Page 277: ...ber of physical net ports available depends on your hardware 3 Select a net port 4 In the Protocol list box select the required protocol You can choose from Euro ISDN QSIG Q Reference Point Inter Exch...

Page 278: ...s for example 20 output channels 10 input channels for an S2m port You can also overload ports to use the system more effectively for example 30 output channels 30 input channels If you use this optio...

Page 279: ...ension Default configuration type DEFAULT_FAX Tabs available Netport Fax Extension Portmanager Configuration Netport tab Fax gateway Port Manager tab Configurations tab Click the pencil for DEFAULT_FA...

Page 280: ...the pencil for DEFAULT_FAX Fax tab The following table display shows the settings on the Fax tab Setting Comments Node number You can enter a number for the node number for fax extension The number i...

Page 281: ...er Example Telephone with the number 201 is diverted to number 303 303 is diverted to number 242 242 is diverted to C3000 with 333243 201 303 242 333243 voice mail box 243 If the number called first i...

Page 282: ...case you configure a valid default recipient postmaster in Avaya Service Manager Default not selected Value range activated deactivated Accept short extensions Select this checkbox to enable messages...

Page 283: ...000 user warning recipient see below Default disabled Value range activated deactivated Threshold value range Max jobs Enter the maximum number of transmission jobs which is saved for calculating the...

Page 284: ...of faxes with errors has reached 6 This is an error rate of 50 The number of faxes sent 12 is between the max jobs 20 and min jobs 10 The conditions are therefore met A warning is sent Let us assume a...

Page 285: ...Comments Insert fax footer Activates the fax footer when a fax is received TiffCP path Specifies the folder with the file name of the tiffcp exe application Example C tifftools tiffcp exe TiffSplit pa...

Page 286: ...Footer margins Specifies the distance in pixels to the margin and thus the area in which the three footer lines are inserted Top 2038 pixels Bottom 150 pixels Left 100 pixels Right 100 pixels Footer t...

Page 287: ...hich you want to use for the sender and subject configured in UMR Administrator starttime This placeholder stands for the start time of the fax transmission and is in the following format 05 12 2005 1...

Page 288: ...calls of a specified length or shorter go to HKEY_LOCAL_MACHINE SOFTWARE COM ON C3000 Fax Gateway Config and use the following registry key INTERN_DIGITS_LENGTH Enter the internal extension length as...

Page 289: ...layout Cover sheet and letterhead 1st page continuation pages and load a corresponding document 2 Click Add The designator and file selection RTF fields and Use list box appear 3 Click the green check...

Page 290: ...text elements such as for example today s date recipient name and address or covering letter are already taken into account in the layout of the cover sheet All options are feasible for this which off...

Page 291: ...the sender R_STREET Recipient address street S_CITY Sender address city R_CITY Recipient address place S_ZIP Sender address ZIP code R_ZIP Recipient address ZIP code S_COUNTRY Sender address country...

Page 292: ...ration Enter subdomain These configurations are explained in full detail below Set up domain subdomain and mail server 1 Open DNS Start Settings Control Panel Administrative Tools DNS 2 In the console...

Page 293: ...ess field enter a UMR address e g support umr company com and click OK The user whose e mail address is being used must be a C3000 user 9 Click Next 10 Click Finish The contact has now been set up Set...

Page 294: ...it or by clicking on it with the right hand mouse button and by selecting Properties from the pop up menu The Properties window appears 2 Click the Members tab 3 Click the Add button 4 Click Advanced...

Page 295: ...tab in the Relay host for outgoing mails field enter the relay host which is responsible for external e mail traffic for the Internet 2 Click Save You have now set up the relay host for outgoing e mai...

Page 296: ...elow Configuring DNS and GroupWise Internet agent On the DNS server under the domain e g company com under the Forward Lookup Zone you set up a new Mail Exchanger e g umr As the mail server you enter...

Page 297: ...omer domain and the non GroupWise domain 1 In the connection configuration of the GroupWise domain e g GWDOM set up a Gateway connection to the non GroupWise domain From the Gateway connection selecti...

Page 298: ...nector tab in the Relay host for outgoing Mails field enter the relay host which is responsible for external e mail traffic for the Internet 2 Click Save You have now set up the relay host for outgoin...

Page 299: ...set up the global domain if you have not yet set up an e mail connection in your company Add domain type Global domain Enter Notes domain Enter the company address e g company com as the local primar...

Page 300: ...m 18 Click the arrow under Internet Address lookup 19 A window with a list of keywords appears 20 Select Enabled and click OK 21 Click the Save Close button You have now set up the global domain in th...

Page 301: ...up Notes member Enter Internet address on which messages are received e g support company com It is sensible to set up a dedicated group for each topic Complete the following steps 1 Click the Person...

Page 302: ...nter subdomain 1 Open the application UMR Administrator 2 Click Components 3 Click the in front of the computer and click C3000 SMTP Connector 4 The C3000 SMTP Connector tab appears 5 Under Local acce...

Page 303: ...y in the UMR WebClient module are set in the configuration of the address book server Address Book Administration module To connect address books and make necessary settings use the Address Book Admin...

Page 304: ...You can configure the following security rules Domains to be rejected IP addresses to be rejected Valid sender domains you can choose whether to enable this rule Settings To enhance security you can c...

Page 305: ...d out to determine whether the recipient of the original message belongs to a valid domain Valid domains are the domains used in the company If this is the case then this domain is used for the reply...

Page 306: ...hut down Setting Comment DB size checking interval minutes Specifies the query interval for the DB filling level in minutes If the filling level exceeds a configured threshold value a message is creat...

Page 307: ...rst in first out principle The threshold values are fixed and cannot be influenced externally Exception When new messages are signaled the kernel process checks assuming the correct topic configuratio...

Page 308: ...n the Agent tab double click the agent whose privileges you want to set 2 Click the General tab 3 Click the Privileges button 4 Click the UMR tab 5 Enable the required privileges 6 Click OK to save yo...

Page 309: ...disks memory databases or segments leads to changes in the system tables of the master database Back up the master database after creating the CIE database and after increasing the size of the CIE da...

Page 310: ...base Central Java Edition 2 In the Extras menu select Connect The Connect to Adaptive Server Enterprise dialog opens 3 Enter the user name sa 4 Enter the password 5 Right click the cc database A pop u...

Page 311: ...art Sybase Central Java Edition 2 In the Extras menu select Connect The Connect to Adaptive Server Enterprise dialog opens 3 Enter the user name sa 4 Enter the password 5 Right click the cc database A...

Page 312: ...Select Connect under Tools The Connect to Adaptive Server Enterprise dialog opens 3 Enter the user name sa 4 Enter the password 5 Click the Database Devices folder 6 Double click ccdev 7 The current...

Page 313: ...the database server Used and free database memory capacity You can query the size and the used and freememory of the log and data segments of a database in megabytes ISQL command check_space Example i...

Page 314: ...ection to the database ISQL command show_connections Example isql U sa P password 1 use cc 2 go 1 show_connections 2 go spid program_name login_name hostname dbname 14 128 11 111 42 3860 ccuser cc 15...

Page 315: ...e size of the working memory you must always change the size of the default data cache accordingly Settings To change the working memory used max memory follow these steps 1 Start ISQL in a command pr...

Page 316: ...eekly interval From experience we know that in general many changes and reconfigurations are made in a new CIE system After this time it is sufficient to update the index reporting at intervals of eve...

Page 317: ...m and additional applications db_srv lna_srv etc Formula The following formula applies for a computer on which only the components of the database setup are installed Max number CPUs 1 Settings The fo...

Page 318: ...318 User Manual CIE 1 0 System Administration...

Page 319: ...start for the following reasons The hardware was changed Network settings were changed Error elimination You must delete the log files Proceed as follows 1 In the c Documents and Settings All Users A...

Page 320: ...erver you must configure an exception Troubleshooting If you use a proxy server you must configure an exception in Internet Explorer Proceed as follows 1 Start Internet Explorer 2 In the Tools menu se...

Page 321: ...a McAfee 8 0 virus scanner you cannot send messages via the SMTP Connector Possible reasons Port 25 well known port for the SMTP protocol is blocked in the default configuration of McAfee 8 0 Troubles...

Page 322: ...322 User Manual CIE 1 0 System Administration...

Page 323: ...ion Creating a connection profile To create a connection profile for the cc database and with the user sa follow these steps 1 Sybase Central Java Edition is open 2 In the Tools menu select Connection...

Page 324: ...Programs Avaya CIE Outputting to a file You can also save the outputs to a file Proceed as follows 1 Start the WhatIsInstalled application 2 Click Save Report Enter a file name 3 Click OK The outputs...

Page 325: ...when using Imap 389 Ldap C3000 server 1000 VU manager TCP port used by Contarra Port Process component Explanation 1352 c3kldc exe C3000 Domino Connector Notes Client to access the Domino Server 1720...

Page 326: ...nitoring more than one PBX the next port numbers 5041 5042 etc are used to send data 5631 5632 PCAnywhere For C3000 remote maintenance 5557 0 n I55 task server CSTA Spy Connect 5679 Modman ComMan I55...

Page 327: ...uses this port 49910 lna_srv exe cc database ORB uses this port 49911 M_gw_mapi exe ORB uses this port 49912 m_srv exe ORB uses this port 49913 patMatsrv exe ORB uses this port 49914 sm_srv exe ORB u...

Page 328: ...he taskserver vu manager settings or must be set with the startparameter sessionId The ORB port ist calculated with following rule ORB port 49970 sessionId 50200 Com4TelC For communicating with groupw...

Page 329: ...CIE server used by the operating system TCP ports The following table shows the TCP ports of the operating system Port Operating system services OS services 135 msrpc 139 netbios ssn 157 knet cmp 445...

Page 330: ...nual CIE 1 0 System Administration UDP ports The following table shows the UDP ports of the operating system Port Process component 123 ntp 137 netbios ns 138 netbios dgm 445 microsoft ds 500 isakmp 4...

Page 331: ...mance range of 1TR6 while CAPI version 2 0 also supports Euro ISDN CSTA CSTA stands for Computer Supported Telecommunications Application This standard is an ECMA specification For more information se...

Page 332: ...phone conversation ISQL ISQL stands for Interactive Structured Query Language IVR IVR stands for Interactive Voice Response LAN LAN stands for Local Area Network A LAN is a group of computers which ar...

Page 333: ...nces before transferring data TLink TLink is the logical link between the PBX and AES server TSTest TSTest stands for Telephony Services Text Application The TSTest application is based on the Avaya C...

Page 334: ...d users For this purpose the W3C manages multiple Web sites with the latest plans for Web developments WAV WAV stands for WAVE file format Also called Wave file Samples noise music or voice are stored...

Page 335: ...167 Access rights 26 Access time 316 Access to the database server 238 Access type 166 ACM 28 73 209 246 ACM PBX driver 34 52 104 ACM task server 52 Acrobat Reader 29 87 Active 224 Active Directory Us...

Page 336: ...72 279 331 CAPI driver 189 CAPI2 0 cards 272 cc 49 82 Cellular engines 266 Cgi_srv 74 Change aar analyses 128 Change route pattern 129 Change signaling group 117 Change trunk group 120 CHAP 74 105 106...

Page 337: ...sconnected hangup 224 Disconnected other 224 Disconnecting 224 Display Shutdown Event Tracker 233 Distribution option 293 DITN 156 164 Diva Server 193 Diverting number 281 DLL 331 DNS 292 open 292 Dom...

Page 338: ...1 293 Mail server 292 Mail server priority 292 Name 263 Telephone SMS extension 261 263 Working directory 271 First name field 261 Folder for voice announcements 219 Footer text 286 Foreign SMTP domai...

Page 339: ...SDN 332 ISDN adapter type 165 ISDN card 27 161 1 190 2 190 Eicon 4 BRI 8M 189 Uninstalling 191 ISDN connection 163 ISDN port configuration 205 ISO 334 ISQL 315 316 317 332 Italian 100 IVR 332 IVR Edit...

Page 340: ...ion 285 Margins 286 Master License Server 44 91 Max memory 315 Max online engines 317 Max parallel degree 317 Max scan parallel degree 317 Media encryption 119 Member Assignment Method 122 126 Members...

Page 341: ...7 Power Management 30 Power Options Properties 32 Precautions 307 Prefix 254 PrefixNumber 149 Preparations 112 232 Prerequisites 21 112 184 230 Hardware 230 Software 230 Preselection 274 Keywords 274...

Page 342: ...301 Set up Notes member 301 Set up subdomain 292 set_default_data_cache 315 setting up Domain 292 Mail server 292 Subdomain 292 Setting up a contact 293 Setting up a distribution group 293 SGML 334 sh...

Page 343: ...field 261 263 telnet 169 Terminals 266 Text blocks 307 Text template server 251 Text template server parameters 239 Themes domains 263 264 Threshold 306 TicketID 254 TiffCP 285 tiffcp exe 285 TiffSpl...

Page 344: ...e Control 34 57 152 Voice extension number Employee 274 Voice unit configuration 214 Volume 150 VTB 27 VU Unit I55 Starter 74 W W3C 334 Wallboard 19 Warning system 283 Watchdog 34 61 62 63 72 73 75 24...

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Summary of Contents for Customer Interaction Express 1.0

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Avaya Customer Interaction Express 1.0, User Manual

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Summary of Contents for Customer Interaction Express 1.0

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