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P a g e

MyCalls Enterprise

MyCalls  Enterprise  can  be  used  to  provide  a  centralised  call  management  solution  for  an
organisation.  This manual is intended to give an installer who has knowledge of MyCalls the ability to
install MyCalls enterprise.  MyCalls Enterprise works with the SV9100, SV8100 and SL1100 PBX.  In
an  Enterprise  installation

a mixture of these different PBX’s can be used. Different installation

scenarios can be used for larger installation or for specific enterprise functionality. The installation
scenarios are described further in this manual.

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Summary of Contents for Univerge SV9100

Page 1: ...1 P a g e SV9100 MyCalls Installation Manual Version 1 0 for MyCalls 4 5 0 8 ...

Page 2: ...t 26 Standard Client 30 MSI Installer 32 Outlook Plugin 34 Patching MyCalls 37 Un installing MyCalls 37 MyCalls Server 37 MyCalls Clients 39 Upgrading MyCalls 40 Upgrade Licensing 40 Upgrading the MyCalls Software 43 MyCalls Desktop and Desktop Lite 44 Macro Scripting 45 Presence 45 SV9100 MyCalls Desktop Programming 46 Configuring MyCalls Desktop 47 Accessing Call Control Features in the MyCalls ...

Page 3: ... An ACD Supervisor 86 Sample Agent Activity Report 87 MyCalls Enterprise 93 MyCalls PC Specification 94 Data Storage 94 MyCalls Enterprise Licensing 95 SL Licensing 96 Mixture of SV9100 SV8100 SL Licensing 96 Installation Scenarios 97 Scenario 1 A Central MyCalls PC Colleting from Multiple PBX s 97 Scenario 2 Clustered Installation with a Cluster server and Node Cluster Clients 98 Scenario 3 Clust...

Page 4: ...ing Clustering Mode 123 Users 123 Using MyCalls with SQL 2008 R2 124 Installing the MyCalls and the MyCalls Database on a SQL 2008 R2 Server 124 Installing MyCalls and The MyCalls Database on Separate PC s 127 Installing the MyCalls Database 127 Testing The Connection to the MyCalls Database 130 Client Installations with Custom Installations 131 Backup and Restore 132 Document History 135 ...

Page 5: ... Console allowing calls to be delivered professionally and efficiently MyCalls Enterprise Enables easy call management and reporting across multiple sites such as main offices and branch offices MyCalls Call Centre Agent Control An essential application for any contact centre and specialist call centres MyCalls Call Recorder Equips MyCalls Call Manager and MyCalls Call Centre with full call record...

Page 6: ...d Enterprise 32 and 64 BIT Windows Server 2008 R2 32 and 64 BIT Windows 8 Professional and Enterprise 32 and 64 BIT Windows Server 2012 R2 MyCalls clients should be of the same minimum specification as the MyCalls server above Note 1 MyCalls is installed automatically on the C drive the install will fail if a C drive isn t available Sites that have high call volumes should use a PC higher than the...

Page 7: ...alled it will detect the license that is installed in the SV9100 and enable the associated features in the application Once the application is licensed then the configuration import tool will start the config import tool will program the required items in the SV9100 After configuring the SV9100 the config import tool will download key information required for MyCalls such as extension DDI names an...

Page 8: ...8 P a g e The installation wizard will begin At the Welcome screen click next Carefully read the license agreement and click I accept then next ...

Page 9: ...equired to make MyCalls work Instructions for installing MyCalls with SQL server 2008 R2 are available in the Using MyCalls with SQL 2008 R2 section of this manual Next enter a name for PBX select your country and enter your area code Note The area code is used for determining the local calls in MyCalls Enter the correct area code ...

Page 10: ...ill need to be disabled else MyCalls will not be able to read the license from the switch If the license manager is closed without reading the license from the switch then it can be manually started at any time When prompted enter the IP Address of the SV9100 and click check license The License check will then make sure that the free license is disabled on the SV9100 and that there is a MyCalls li...

Page 11: ...ered The license that is read from the switch will work The license read from the switch will run for 15 days during this period the license will need to be registered Either follow the on screen instructions or see the Registration section of this manual for further details If the post installation license check is cancelled or closed at any time the license manager can be started manually at any...

Page 12: ...nd click download If the SV9100 is not configured as required for MyCalls you will be asked if you would like MyCalls to configure the SV9100 for you Click Yes to continue You may be prompted to enter a user name and password for the SV9100 if the defaults values have been changed A list of the commands set by MyCalls are available below the settings changed are the same as what is set by the MyCa...

Page 13: ...nable 8 Digit P Command Output 35 01 Additional Devices SMDR Setup SMDR Service Options LAN Set SMDR Output for LAN 35 02 Additional Devices SMDR Setup SMDR Output Options Set Various SMDR options for MyCalls 14 01 06 Additional Devices SMDR Setup SMDR Output for Trunks Enable Enable SMDR Ouput for all trunks 20 11 11 COS Automatic On Hook Transfer Disable Disable On Hook transfer used for MyCalls...

Page 14: ...ived from the SV9100 If there are multiple entires in the DDI table only the first entry found will be displayed in the config import tool Extensions The extension Number Name Type and group membership are identified When InMail is used the voicemail ports are identified and set a voicemail ports in MyCalls Extension Groups If department groups are being used on the SV9100 in PRG 16 02 or Easy Edi...

Page 15: ...he data in the config import tool click the disk icon to import the configuration into MyCalls Click Yes to being the process Click Ok and close down the config import tool MyCalls is now configured and ready to be opened Click to Import ...

Page 16: ...tcut is created on the desktop of the PC or is available in the Start Programs NEC Infrontia Menu By default there are no usernames or password configured At the User Login screen click ok MyCalls will open and is ready to use Details on how to use MyCalls is available in the MyCalls End User Guide ...

Page 17: ... big downside to the call records being displayed like this is if you have call recording This is because the recorded call is associated with the real trunk and not the virtual trunk If you were to filter the call records view to show calls for ext 200 there would be no way to playback the associated recorded call There is an combined enhancement in SV9100 system software and MyCalls version 4 an...

Page 18: ... calls will still be grouped together but the speaker icon will not be available The only limitation to using this feature is that if a loopback is dialled internally that doesn t have a trunk call associated with it the call isnt displayed correctly in MyCalls If there is a requirement to dial loopbacks internally for reporting purposes then PRG 35 02 24 Virtual Loop Marking will need to be manua...

Page 19: ... SV9100 can vary based on the license type For details on MyCalls Enterprise licensing refer to the MyCalls Enterprise License section of this manual The SV9100 needs to be licensed to use P Commands and SMDR these are included in the MyCalls license that is installed on the SV9100 When MyCalls reads the license from the SV9100 it verifies that the license in the SV9100 is valid If MyCalls discove...

Page 20: ... NEC Infrontia MyCalls menu start the License Manager application Select SV9100 Read License from Switch Enter the IP Address of the PBX and click read license The TCP Port can be changed if required you would only change the TCP Port if PRG command 10 47 had been changed You will be warned that the operation may take some time click yes to continue ...

Page 21: ... on the PC The license will now work for a period of 15 days during this 15 day period the MyCalls software has to be registered If the MyCalls software is not registered during this period then it will expire Registration After the license has been read from the SV9100 you should select Generate Registration Request File from the SV9100 menu ...

Page 22: ...ation should be details of the customer The email address is the mail address that the registered license should be sent to You can also elect to receive MyCalls email notifications check the box to enable notifications Now copy and paste the registration information into the Registration Request Information box Take care when copying the information into the box to make sure that only the registr...

Page 23: ...fference between the license pulled from the SV9100 and the registered license is the expiry date The license pulled from the switch will have an expiry date of 15 days from when it is read from the SV9100 The expiry date of the registered license will increase by at least 1 year or to the date 01 01 2105 Note 1 If the file is downloaded using webmail then there is a possibility is can become corr...

Page 24: ...order licensing works in the same method as other MyCalls features Call recording does not work with the 1 year version of MyCalls at least MyCalls Call Manager Call Centre Enterprise is required As part of the call recording package a license containing call recording for the relevant number trunks should be downloaded from the LMS and installed on the SV9100 If you are adding a call recorder to ...

Page 25: ... and then running the MyCalls application from a network share on the MyCalls server A standard client will install a lot more components onto the client PC and the application will be run from the local PC The MSI installer allows an installation file to be created this can be deployed on a client PC There are 4 different client applications that can be installed This is the MyCalls application t...

Page 26: ...the installation of the MyCalls Server the MyCalls installation folder is shared In a Windows Domain environment users will need the read and execute permission to the MyCalls share on the MyCalls server To see if a client can access a share from Windows explorer type servername mycalls where servername is the name of the MyCalls server In the example below the server is called MyCalls If an explo...

Page 27: ...ct to the share does not have the correct permissions To check permissions on the MyCalls server right click on the MyCalls folder in C Program Files NEC Infrontia and then Sharing and Security On the security tab make sure the user or group that is accessing the share has the Read and Execute permission to the share ...

Page 28: ...g e Start the MyCalls installation program and from the Setup Type menu select network client and click next From the Client Installation menu choose which client applications will be installed and click Next ...

Page 29: ...nter the name of the MyCalls server PC name and click next At the next prompt click install to complete the installation The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop ...

Page 30: ...0 P a g e Standard Client Run the setup installation wizard and step through until you reach the Setup Type screen Choose Client and click next Choose which applications will be installed and click Next ...

Page 31: ...nter the name of the MyCalls server PC name and click next At the next prompt click install to complete the installation The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop ...

Page 32: ... to be installed manually before installing the MSI file To make an MSI file open the MyCalls Toolkit on the MyCalls Server this is usually C Program Files x86 NEC Infrontia MyCalls Toolkit exe When the toolkit loads click Client Generate Client Installer From the list of applications choose which which should be part of the installer package The Stop Start Recording Client should only be selected...

Page 33: ...e to create the MSI file when prompted enter a name for the file and click Save Once the file has been created click OK To install the client browse to the MSI file and run it the client will be installed using the options specified in the Toolkit ...

Page 34: ...e is made in the say way as the MSI Installer file Open the Toolkit on the MyCalls Server this is usually C Program Files x86 NEC Infrontia MyCalls Toolkit exe When the toolkit loads click Client Generate Outlook Client Installer Confirm the settings are correct and click OK to proceed When prompted enter a name for the file and click Save ...

Page 35: ...le click to Install it This will start a standard Windows installer Step through the Installation Wizard to complete the process To confirm that the installation has been successful open Outlook and you will see the PRESENCE menu option in the toolbar ...

Page 36: ... there is a requiement to install the application without any interaction from the install the MSI cal be run with the qn switches against it An example of how you would do this using a command prompt is shown below ...

Page 37: ... removal of MyCalls then follow these instructions This process will remove all of the MyCalls components from the PC including and historic data and configuration If you are moving the data to another PC then make sure you take a backup of the Configuration and Call Records databases by opening MyCalls on the MyCalls server PC and choosing Database Backup on the system menu If you are upgrading M...

Page 38: ... P a g e Once the MyCalls application has un installed remove Microsoft SQL Server 2008 R2 At the first menu click remove Click OK when prompted When prompted select the option to remove the KSS instance ...

Page 39: ...a MyCalls MyCalls will now be completely removed from the PC MyCalls Clients To completely remove a MyCalls client in Control Panel Programs and Features remove the MyCalls application When the upgrade validation window appears click yes to contiune Click close once the process has finished To complete the removal process delete the MyCalls installation folder which will be C Program Files x86 NEC...

Page 40: ...lls application click Help Upgrade Requirements The screenshot below shows an example of what the upgrade requirements may be identified as Upgrades are available in two main types singles version upgrade and any version upgrade A single version upgrade will allow you to upgrade from version 4 5 to 5 A Multi version upgrade will allow you to upgrade from version 4 5 to any other released version A...

Page 41: ...xpansion Pack EU400227 Required only if the MyCalls is using the expansion pack license MyCalls Console Single Version Upgrade EU400036 1 license is required for each console user Any Version Upgrades MyCalls Any Version Upgrade per PBX EU400118 Required for each PBX in the MyCalls license More than one license is required for enterprise sites only The number of PBX s can be checked in the help ab...

Page 42: ...ing message The window will tell you if you can upgrade a single version or more than one version Should there be any items missing from the licenses then the following screen will be displayed showing you what license items are installed so you can work out what is required in order for the upgrade to be allowed If the upgrade requirements have not been met and MyCalls is un installed you will no...

Page 43: ...er first and then any clients afterwards Once the backup has completed in Control Panel Programs and Features remove the MyCalls application You will be reminded that the upgrade license need to be applied before the upgrade can take place click yes to continue or no to cancel Once the old MyCalls software has been removed install the new version of MyCalls and the upgrade will complete Once the M...

Page 44: ...ature on the SV9100 and will only run when the license is installed The part number for the 3 rd Party TAPI is BE114079 more detail about this is available in the SV9100 licensing manual The process for installing the TAPI driver is explained in the CTI Installation manual It s recommended that the TSP is installed on the MyCalls server PC It is possible to install the TSP on to different PC to th...

Page 45: ...o Scripting allows MyCalls Desktop to integrate with different CRM s Customer relations management by providing a mechanism to send key strokes and mouse actions to an application This could for example navigate to a search field in a CRM enter the CLI of the outside caller and perform a search Macro scripting requires the EU4000101 license in order to work this license effectively it a site wide ...

Page 46: ...OS Automatic On Hook Transfer If the broker feature is being used and On Hook transfer is enabled the desktop user clears down the call the two callers are transferred together If the broker feature is being used then this should be disabled Paging Wizards Extensions Extension Internal Paging Group Extensions should be assigned to paging groups before MyCalls will be able to page Transfer to voice...

Page 47: ... is running then you ready to configure MyCalls Desktop Login to the MyCalls application as a PBX administrator and from the configure menu select Telephone system then expand the PBX name expand Call Control select Call Control then click Configure Call Control From the control type drop down menu select Generic Tapi and click Edit ...

Page 48: ...rent PC are provided later on in this manual Other configurable items are as follows Outside Line Access Code The outside line access code is the number used to seize a trunk on the PBX Number of internal call digits The number of digits of extensions on the PBX If MyCalls dials a number of over this number of digits then the number entered in Outside line access code is added to the dialled numbe...

Page 49: ... be assigned to an extension Users that use the same extension or are not enabled for Hot Desking should be assigned to an extension When users are assigned to an extension that are enabled for Hot Desking they will be offered to login to their default extension To assign a user to an extension select Configure Telephone System PBX Devices Extensions Create or Edit Extensions and then click the ed...

Page 50: ...to use call control and define permissions for these groups In Configure Telephone System Call Control Call Control Create or Edit a Call Control Group Enter a name for the Call Control Group and then from the list of users add them to the list included users by clicking Add In the lower section of the window permissions can be configured for members of the call control group Once the users have b...

Page 51: ... perform Telephony functions such as Answer Hand up Transfer Hold etc At the bottom of the call control toolbar you see the status of the user s extension and how long it has been in that state There is also a mini wallboard for the calls handled by that extension for the day The toolbar can be either inside the MyCalls application or placed on a user s desktop To move the toolbar into the MyCalls...

Page 52: ...Features Using MyCalls Desktop When a user first logs into MyCalls Desktop they are presented with the call control toolbar To access the call records Un returned calls Actions Buttons and Address Books click the drop down arrow on the options button and click Expand When the view is expanded then the extra menus are available in the lower section of MyCalls Desktop ...

Page 53: ...op interfaces please refer to the MyCalls Screen pop configuration guide Installing the Call Control Service In circumstances where the 3 Party TAPI driver is not installed on the MyCalls Server it is necessary to install the MyCalls Call control service onto the PC running the 3 rd Party TAPI driver To install the call control service start the MyCalls install and from the Setup Type screen selec...

Page 54: ...54 P a g e From the list of components to install choose only to install the call control service and step through the installation wizard At the Call Collector Name Screen click Next ...

Page 55: ...t options have been installed then you can Database server will be the PCNAME KSS If a custom SQL Installation was used then you will need to select the appropriate option Click Next to continue Enter the name of the MyCalls server and click next and then complete the installation wizard by clicking next twice and then finish ...

Page 56: ...eted the call control service will be active From the MyCalls server enter the name of the Call Control Server PC in the TAPI Connection Configuration That is the PC that the call control service was installed onto Click OK to save the changes ...

Page 57: ...emains off hook until the handset is replaced Hold Recall Park Retrieve Works Fine Answer When the answer button is clicked the call can t be answered The call can only be answered by manually picking up the handset Transfer to voicemail This feature is not supported NEC IP Dect Device MyCalls Feature Comment on Functionality Outbound Call When a number is dialled in MyCalls Desktop the dect exten...

Page 58: ...an also be used to specify the nature of a call An ACD supervisor will have the ability to control the status of multiple agents In addition to the MyCalls Call Centre Reports there are additional reporting features available in MyCalls Agent Control When the Skill based routing feature is used on the SV9100 Agent control can be used to manage skill sets on the SV9100 This manual is intended to gi...

Page 59: ...t auto configured can be added manually If MyCalls sees a call to a new pilot number that it does not know about it will automatically add it into its configuration Any pilot numbers that have been automatically added into MyCalls will need setting as ACD queues In MyCalls click Configure Telephone System Devices Pilot Numbers Create or edit When editing the pilot numbers you can assign ACD using ...

Page 60: ...an be used to create real time windows or for reporting purposes Within the groups if required you can create sub groups to build up a tree type structure to represent departments within a company Use the Create a New Group option to create a group Once you have created a group you need to create users within the groups Select which group the user will belong to and click Create a New User ...

Page 61: ...t user roles refer to the version differences document accessible via the help menu in MyCalls If MyCalls Call Recorder is being used you can give the user permission to playback recorded calls by selecting Enable Call Playback If you wish to create real time views displaying statistics for the user the select Enable Real Time Statistics Once users have been created they need assigning to a PIN nu...

Page 62: ...ent uses to logon with Once the login ID is entered click select to choose a user In the Type part of a user name here start to enter the name of the user and click on the user from the list of users displayed underneath Click select and the user will appear in the Selected user box Click OK to save the settings ...

Page 63: ...s You will now return to the Edit User Logins screen repeat the procedure for each ACD Agent that will logon Once users have been created they will need to logout and back into ACD in order for MyCalls to start reporting on the newly created agents ...

Page 64: ...s been read from the SV9100 if you didn t want to alter DDI s Trunks etc then these should be de selected before completing the config import On the extensions page there is an option to Create Default Pins By clicking on this button the extension numbers are duplicated across to the PIN field If required the numbers can be changed by over typing them The same idea applies to users Click the Creat...

Page 65: ...ation Real Time Status Users Create a New User Status View Select the organisation group the agent agents belong to choose to Show Overview and click OK Once the user status screen is displayed click the double arrows pointing downwards next to the user s name this will show more detail about the agent If the agent is logged off their status will show as logged off ...

Page 66: ...e agent logs on their status will change to show that they are available If the Agent was already logged on when they were created in MyCalls they will need to logoff logon before their status will be displayed correctly ...

Page 67: ...n queue information From the View menu select Real Time Status Pilot Numbers Queue Status Create a New Queue Status View Select the Pilot number you wish to create the view for and choose either a detailed overview or summary view and click OK A summary of the different views are as follows Show Detailed is a moving status window where users move around based upon which state they are in and how l...

Page 68: ...ased upon what state they are in If you click the double arrows next to the agent s name more information is displayed about their status The number of calls in queue the longest wait time and CLI of the longest waiting caller are also displayed The Show Summary will display the number of calls in queue and longest wait time no real time agent statuses are shown ...

Page 69: ...Users Create a New User Status View Choose which organisational group to create the user view for and choose which type of view to wish to create The detailed and Overview views are the same as you can create against pilot numbers The Summary View for users is fixed grid view and displays the user s status As the user changes status the colour of line changes and the Status field is updated ...

Page 70: ... ACD group 64 There is a limit on the number of times an agent can logon using AIC commands after the agent has logged on using 16 different AIC code they will need to logout before they will be allowed to logon to any more groups For these reasons an ACD agent can only logon to 15 ACD groups It is not possible to control the status of an agent while they are on an internal call MyCalls Agent Cont...

Page 71: ...in to is 64 so if agents that login to different groups require different settings then the default ACD group for ACD group 64 should be set to 0 For example looking at the below AIC codes if an agent logged into ACD 1 2 3 4 and 5 they would have used the default settings from ACD group 1 in ACD Agent Setup ACD Group Agent Options An agent logging in to ACD 5 6 7 8 and 9 would use the settings fro...

Page 72: ...cense would have been gathered from the LMS License Management Server and installed on to the SV9100 s CPU MyCalls will then read the license from the SV9100 Refer to the MyCalls Installation manual for further details on MyCalls licensing on the SV9100 Set the Agent Control IP Address TCP Port From the Configure Telephone System menu expand your PBX and go to Agent Control Configure Agent control...

Page 73: ...code 100 logged into ACD group 1 then AIC 101 logged into ACD Group 2 you would set the AIC start code to be 100 Click OK twice to save the changes MyCalls will attempt to connect to the once you have configured this setting Agent Control Groups Users have to be created in MyCalls and assigned to a PIN number as normal They then have to be assigned to an Agent Control Group An Agent control group ...

Page 74: ...ter a name for the group and add the users to the group To add a user start to type the users name in the Type part of a name here box select the user from the box below and click the add button All members of the group are shown in the Included users dialog box Note An agent can only belong to one Agent Control Group ...

Page 75: ...up is controlled by the SV9100 and is defined in the ACD Group agent options based on the setting for the first AIC used to log the agent in Using Agent Control it s possible to set a wrap up timer on a per ACD group basis rather than following the settings on the PBX To do this the maximum time that an agent should be in wrap up should be specified in the SV9100 Once this is configured agents mon...

Page 76: ...or going unavailable This unavailable code is displayed in real time status windows in the MyCalls application unavailable codes can also be reported against To create an unavailable code group you must first create the unavailable codes you require go to Configure Telephone System PBX Agent Control Unavailable Codes Click on create or Edit Unavailable Codes ...

Page 77: ...add new codes as required When adding a new unavailable code enter the Code number which is the number assigned to the code The name is used to identify the code in MyCalls The short name is displayed in real time user status windows when users make them selves unavailable ...

Page 78: ...ned to an Agent Control Group Go to Configure Telephone System PBX Agent Control Unavailable Code Groups Create an Unavailable Code Groups and click Create an Unavailable Code Group Enter a name for the group and click OK Now navigate to the group and click Edit Unavailable Code Group Configuration ...

Page 79: ...gned to the appropriate Agent Control Group Go to Agent Control Create of Edit and Agent Control Group select the Agent Control Group and click edit From the drop down menu select the Unavailable Code Group Create agent control groups and unavailable codes as required Completion Codes Completion Codes are available in MyCalls for details on configuring completion codes refer to the MyCalls end use...

Page 80: ...ot number When MyCalls is licensed it will detect if Skill Based Routing is licensed in the SV9100 and if it is enable the feature in MyCalls When the license has been detected you will see the Skill Based Routing icon in Configure Telephone System PBX Agent Control Before the skill sets can be managed in MyCalls Skill Based Routing must be configured on the SV9100 refer to the ACD Installation ma...

Page 81: ...assigned to agents are displayed the check box in the lower left hand section of the window can be toggled to show all 512 entries in the table Only ACD groups that are configured for Skill Based Routing in PRG command 41 22 Easy Edit Advanced Items ACD ACD Skill Based Routing ACD Skill Based Routing Setup are displayed The Skill Set can be given a meaningful name this makes it easier for an end u...

Page 82: ...in ID the Login ID is the User Login PIN Code you can click the User drop down menu and assign the Login ID to the User The Skill Set can also be assigned in the Skill Set drop down menu Once the required changes have been made click OK and the skill based routing values will be written back to the SV9100 If changes are made to the SV9100 programming to add other Login ID s then the next time you ...

Page 83: ... be assigned to Users and Skill Sets Delete a Range of User Logins Use the feature with caution as deleting a Range of User Logins will remove User Logins Pin Codes from MyCalls and from the SV9100 Viewing Skill Sets in Real Time To see users that have skill sets assigned to them you can create a real time view of the pilot number The skill set is displayed next to the users name in brackets ...

Page 84: ...ication drag the dotted line situated at the left hand side of the toolbar and the move it The functions of each of the Agent Control Bar buttons are described as follows Login Click the login button to login to all of the primary login groups associated with your Agent Control Group Click the Arrow to be presented with a list of ACD groups available to login to When an agent clicks the login butt...

Page 85: ...sible in the screen If other applications are running the toolbar will sit on top of those applications Compact Display Select to reduce the size of the icons that are shown in the agent control toolbar Tool Buttons Click to add and remove buttons from the agent control toolbar and change the order in which they appear Hot Keys can be assigned to the buttons for example the default hot key for Log...

Page 86: ... click OK Right click on any Agent and you will be able change their status For an Agent that is not logged in you have the option to login the Agent to either their Primary Login Queues or any individual queues assigned to the Agent Once an Agent is logged in you can control their Agent status further You can put the agent in a wrap up state or an unavailable state If unavailable codes are being ...

Page 87: ...e how long an agent has been logged in by looking at when an agent first logged in and when they last logged out If an agent was still logged in when the report is run then the statistics may not be correct Sample Agent Activity Report To create an Agent Activity Report that will show Agent based stats carry out the following instructions From MyCalls click Reports Reports Report Templates Usage C...

Page 88: ...click next From the upper section of the Custom Group Summary for each Member Configuration select the Device Type as Organisation Group and choose which group the report will be for If you wish to report against Unavailable Code then select which code will be included in the reports Only 10 unavailable codes can be reported against in a single report ...

Page 89: ...navailable in that particular unavailable code Count will display the number of time you have been unavailable for that reason Total Time will display the total time you have been unavailable in that code Other items can be included in the reports from the available menus Each of the categories are described as follows Call Durations General Call durations can be used to display items such as base...

Page 90: ... number of calls as a percentage available for different call types Users Agent based statistics Performance Used to Display Grade of Service values Unavailable Codes Used to display statistics on unavailable codes Once you have selected the fields that should be included in the report click next Choose is to consolidate transferred calls or not and click next ...

Page 91: ...ber tick the Pilot Numbers Groups check box When you click next you will have the option to specify which Pilot Numbers you want to report against Optionally you can filter by any of the other options If you selected to filter by a pilot number then either select the a pilot number group from the list of Pilot Number Groups to Include or select individual pilot number from the lower configuration ...

Page 92: ...nal step in creating the report is to choose what call types are included in the report Select the call type as required and click finish To run the report go to Report Item Report Group choose the report and click run ...

Page 93: ... has knowledge of MyCalls the ability to install MyCalls enterprise MyCalls Enterprise works with the SV9100 SV8100 and SL1100 PBX In an Enterprise installation a mixture of these different PBX s can be used Different installation scenarios can be used for larger installation or for specific enterprise functionality The installation scenarios are described further in this manual ...

Page 94: ... of data to cope with that there are two methods in which data can be stored in MyCalls You can either use SQL Express 2008 R2 or SQL Server 2008 R2 SQL Express 2008 R2 is used by default with MyCalls and will allow up to 10GB of data to be stored in it 10GB of data is approximately 50 000 000 call records Once the storage limit has been reached it will be necessary to purge historic data from MyC...

Page 95: ... for the entire enterprise license Once these licenses have been installed on the SV9100 the MyCalls Enterprise Server PC will read the license from the SV9100 then register and install the license The remaining 9 MyCalls Basic licenses should be installed on each of the other SV9100 s that will be monitored This will allow SMDR and P Command out of the other PBX s these licenses should not read f...

Page 96: ...Enterprise licenses 5 x SV9100 s 5 x SV8100 s and 5 SL1100 s running MyCalls Call Manager connected using MyCalls Enterprise Qty Part Number Comment 10 EU400003 MyCalls Call Manager 10 Call Managers required to allow reporting against the 5 SV9100 s and 5 SV8100 s 9 EU400001 MyCalls Basic The 9 MyCalls basic licenses will allow SMDR and P Command output from each of the remote SV9100 s 1 EU400010 ...

Page 97: ...uld be used Clustering can send a unified version of the P commands and SMDR output to a MyCalls Server Call recording can be used with any of the following scenarios and will always need a local PC to record calls on to Calls can be played back from a central location or client over a network Call recording licenses should be installed on the SV9100 holding the license for the Enterprise A combin...

Page 98: ...are PC s that are responsible for gathering data from a PBX and then feeding that information back to a cluster server Working in a clustered environment will allow a Cluster Server to report against all PBX s in the enterprise and will allow Node cluster clients to report only against the PBX connected to it Each node cluster client will have the ability to run reports and view real time informat...

Page 99: ...that act as Group Cluster Client s A Group Cluster Client can collect from up to 10 SV9100 sw and feed back call information to a cluster server The group cluster client can display real time statistics for all PBX s it is connected to MyCalls clients can be installed within the group cluster for reporting There is no real limit on the number of group cluster servers that can exist within an Enter...

Page 100: ...nd Group Cluster Clients This scenario is a combination of both clustering methods used in scenario 2 3 There is a Cluster server which is responsible for holding the central MyCalls database There are then a combination of node cluster client and group cluster clients ...

Page 101: ...2008 R2 The steps to installing this scenario are summarised as follows Make sure that all of the SV9100 s in the Enterprise are programmed for MyCalls Refer to the MyCalls Installation guide for further details Carry out a complete installation on the MyCalls Server PC Install the MyCalls Enterprise license on the SV9100 that will hold the license On the MyCalls Server PC read the license from th...

Page 102: ...gure menu select Telephone System Click Create a New PBX Enter a name of the PBX in the PBX code box set the Country the Area code and the International Access code as required Enter a node number each PBX must have a unique node number with the Enterprise Once you have entered all the details click OK Repeat this procedure for each PBX that will be added into MyCalls ...

Page 103: ...ral page and from the Assign Configuration to PBX Code drop down menu select the PBX you are going to do the import for After selecting the correct PBX complete the import procedure adding the extensions DDI s and trunks as required Repeat this procedure for each SV9100 that will exist within the Enterprise ...

Page 104: ...erprise license and register it Install the license that will enable SMDR and P Commands on all of the other SV9100 s that are part of the enterprise Configure and add node cluster clients as required Do the config import for each node cluster client Installing MyCalls Once the PBX has been programmed for SMDR output you should start the MyCalls installation as normal and carry out a complete inst...

Page 105: ...name of the PBX in the PBX code box set the Country the Area code and the International Access code as required Enter a node number each PBX must have a unique node number with the Enterprise Once you have entered all the details click OK Repeat this procedure for each PBX that will be added into MyCalls ...

Page 106: ...106 P a g e Elect the Cluster Server Start the toolkit exe application from the c program files NEC Infrontia MyCalls folder The toolkit application will load From the toolkit click the clustering menu ...

Page 107: ... option Once you have selected to be a cluster server select all the PBX s in the configuration and reporter boxes In the Statistics box ONLY select the PBX s that are directly connected to the cluster server DO NOT select statistics for any of the node cluster clients PBX s ...

Page 108: ...restart its services click OK to continue Each of the MyCalls services will all stop and then start Click OK at each prompt Once the services have all started up you have elected the cluster server Install and Configure Node Cluster Clients Repeat the installation procedure of MyCalls carrying out a complete installation Once the installation has completed cancel the license check and DO NOT do a ...

Page 109: ...ng the MyCalls database followed by kss Once these three options have been configured you can click Test Connections to verify the configuration All items should pass the test apart from the two SMDR tests Once you have selected to be a node cluster client entered the cluster server name and the cluster SQL server click the Reload PBX Lists Select the PBX that will be associated with this node clu...

Page 110: ...ig import for the PBX you selected in the node cluster configuration Be sure to select the correct PBX in the General page before importing the config Once the config has been imported you can login to MyCalls and the node cluster client installation is completed This procedure can be repeated for each node cluster client that will exist in the enterprise ...

Page 111: ... the Group Cluster Client PC and configure it as a Group Cluster Client PC Do the config import for each of the PBX s in the group cluster client Install MyCalls and Elect the Cluster Server Follow the instructions from scenario 2 for installing MyCalls and electing the cluster server Once you have elected the Cluster Server you can do the config import for the PBX connected to the Cluster Server ...

Page 112: ...he Cluster Server and the Cluster SQL Server you can click Test Connections to verify the connection to the Cluster Server It is usual for the SDMR connection to fail In the PBX Monitor Lists select configuration for each PBX in the group cluster client In the Statistics box select statistics for each PBX you will want to create real time windows for In Reporter select each PBX in the Group Cluste...

Page 113: ...hen start Click OK at each prompt The group cluster client in now configured Ensuring that each PBX is configured carry out the configuration import for each PBX Before you start the configuration import make sure the correct PBX is selected in the general page ...

Page 114: ... working Then follow the instructions Install and Configure Group Cluster Clients from the installation instruction from scenario 3 Scenario 5 Netlink installation A Netlink installation will look like one PBX to MyCalls The license is slightly different to a normal enterprise licensing rules A MyCalls Call Manager or MyCalls Call Centre license should be installed and then a Netlink node license ...

Page 115: ... Call Centre licenses on the SV9100 that will hold the license On the MyCalls Server read the license from the SV9100 holding the license and register it Install the license that will enable SMDR and P Commands on all of the other SV9100 s that are part of the enterprise Scenario 7 MyCalls Call Recorder and Enterprise Call recorders can be used in any of the scenarios 1 6 and the same licensing ru...

Page 116: ...a PBX into a MyCalls installation You should only really need to do this when it is not possible to use the config import tool Before adding a PBX make sure the relevant outputs are programmed correctly on the PBX Adding an SV9100 When adding an SV9100 you will need to create two connections one for P Events and one for SMDR From the Start Programs NEC Infrontia MyCalls menu launch the Collector C...

Page 117: ...e configuring Enter the IP Address for the PBX and the port number for the connection Once you have configured each of the options click OK Locate the connection that you have just created and click on Edit Telephone System Template From the drop down menu select NEC Infrontia European Aspire SV9100 SL1100 SL1000 Line DID presented Use Computer Date 6 Digit DDI from the drop down menu ...

Page 118: ... similar procedure for creating a connection to the P Events Start by creating a connection for the P Events and giving it a meaningful name relating to the PBX and the connection type Proceed to select the associated PBX enter the IP address of the PBX and the port number configured for the P Events Click OK once you have entered the required information ...

Page 119: ...ish to overwrite the current template click yes and then OK Click Close to shutdown the Collector Configuration Application and start MyCalls From the view menu select Audit Log Window Review the audit log and make sure the connections that were created have started successfully If they do not start check the PBX programming and review the IP address and port numbers entered in the collector confi...

Page 120: ...imilar to adding an SV9100 The only difference being the SL1100 does not have a connection for P Events Load the collector configuration application Under Collectors Local Collector Network Connection click on Create a New Network Connection Give the connection a meaningful name select the associated PBX enter the IP Address of the PBX and enter the port number for the SMDR Once all the informatio...

Page 121: ...spire SV9100 SL1100 SL1000 Line DID presented Use Computer Date 6 Digit DDI When prompted choose to overwrite the current template then click OK to save the changes Close the Collector configuration application when you have finished Look in the MyCalls Audit log and you will see if the connection to the new PBX was successful or not Any new calls will appear in the call records view ...

Page 122: ...tistics for in the toolkit Reporting Non Clustering Mode When a report is run by default information will appear for all devices regardless of which PBX they were made from If there was an extension 200 at each site and you run a report against extension 200 it would show stats for every extension 200 To report specifically against one PBX you have to filter the report against a PBX When editing t...

Page 123: ...nly report against their directly connected PBX s Users When users are created they are not tied to a PBX Each PBX or user of MyCalls should have their own user name and password to login to MyCalls with There are two reasons for this each user in MyCalls has their own set of layouts If a user logs onto MyCalls at a head office PBX and then a PBX that cannot see the head office the layout will fai...

Page 124: ...s into an existing SQL Server environment For example if a customer asks you to install MyCalls onto a PC that already has SQL 2008 R2 on you can install MyCalls asking it to create its own database within the SQL2008 R2 server You will require a username and password from the administrator of the SQL Server the account should have administrator privileges MyCalls and the MyCalls database can actu...

Page 125: ...125 P a g e From the list of components make sure everything is selected and click next At the collector screen leave the name as Local Collector and click next ...

Page 126: ...which will allow you to connect to the SQL Server Click next to continue and complete the installation as normal Once the installation has finished you should install the MyCalls Enterprise license This installation can now be treated as a normal MyCalls setup The only difference will come when configuring Node Cluster Clients and Group Cluster Clients you must specify the correct Cluster SQL Serv...

Page 127: ... components to install select to only install the database component and click next At the database server screen select the option to Select the SQL Server to connect to or click Browse to see a list of all SQL Servers Click the Browse button and select the database server from the list provided If the database if going to be installed on to a default instance on the SQL server then you should se...

Page 128: ...of the computer that will have MyCalls installed on Enter the name and click next The MyCalls database will be installed and ready for use On the PC that will be the MyCalls server start the MyCalls installation and choose a custom installation type Choose to install all components except for the Database ...

Page 129: ...the PC name that the MyCalls Database is installed on If the MyCalls database was installed into a named instance then select the PC name followed by instancename Once the database server is selected then select Server authentication and enter an appropriate login ID and password Click next and complete the installation wizard Once the installation has completed you can do the config import and yo...

Page 130: ...program files necinfrontia MyCalls folder When the toolkit loads click on Configuration and test from the client menu The client and configuration and test screen will load Click the Test Connections button and MyCalls will verify if it can connect its services If the Database server name has been incorrectly entered you can change it in here ...

Page 131: ... different PC then this has to be entered in the toolkit after the client has installed To do this start the toolkit exe application from the MyCalls installation folder usually C Program Files x86 NEC Infrontia MyCalls tookit exe When the toolkit loads click on Configuration and test from the client menu The client and configuration and test screen will load enter the name of the database server ...

Page 132: ...ve a version 3 0 MyCalls you cant restore that into a MyCalls 4 0 installation You can perform a backup of the database by opening the MyCalls application and from the System Menu choosing Database backup In the menu is an option to backup the configuration and call records databases seperately The databases can also be backed up using the toolkit application that is usually C Program Files x86 NE...

Page 133: ...wish to restore Browse to the file that will be restored and click OK Before the process actually begins the toolkit will stop each of the MyCalls in turn After both databases have been restores you need to start the services again this can be done in Services Start All Once the restore has finished then the license will need to be re read from the SV9100 and re registered If the name of the MyCal...

Page 134: ...lls application and look in Reports All of the previously available report items should be listed The second thing to do if the MyCalls server name has changed is to point any client installations to the new MyCalls server To do this open the toolkit on any client PC s that run MyCalls and from the Client Menu select Configuration and Test Enter the name of the MyCalls server where it says CPE Ser...

Page 135: ...135 P a g e Document History Version 1 0 Initial release for MyCalls 4 5 0 8 on SV9100 ...

Page 136: ... its employees and customers The information contained herein is the property of NEC Unified Solutions and shall not be reproduced without prior written approval from NEC Unified Solutions All brand names and product names on this document are trademarks or registered trademarks of their respective companies Copyright 2010 NEC Unified Solutions NEC Unified Solutions P O Box 32 1200 JD Hilversum Th...

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