Avaya 7.8 Bedienungsanleitung

15-601038 Issue 4b - (06 July 2009) IP Office ContactStore 7.8 IP Office[...]

IP Office ContactStore 7.8 Page 2 15-601038 Issue 4b (06 July 2009) IP Office © 2009 Avaya All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in[...]

IP Office ContactStore 7.8 Page 3 15-601038 Issue 4b (06 July 2009) IP Office Contents Contents ContactStore Overview 1. ..................................................................... 8 1.1 License ..................................................................... 9 1.2 Functional Components ...............................................[...]

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IP Office ContactStore 7.8 Page 5 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview Chapter 1.[...]

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IP Office ContactStore 7.8 Page 7 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview: 1. ContactStore Overview This documentation covers version 7.8 of ContactStore for IP Office, supported in conjunction with IP Office 5.0 and higher with Voicemail Pro 5.0 and higher. The standard call recording facilities provided with IP Office an[...]

IP Office ContactStore 7.8 Page 8 15-601038 Issue 4b (06 July 2009) IP Office 1.1 License Verint Systems, Inc. ("Verint Systems") © 2004 - 2009 Verint Systems, Inc. All rights reserved, worldwide. All materials (regardless of form, and including, without limitation, software applications, documentation, and any other information relating[...]

IP Office ContactStore 7.8 Page 9 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview: License 1.2 Functional Components ContactStore can run on the same server as Voicemail Pro or a separate one. The ContactStore application contains several distinct Functional components as shown in the diagram. The major functional components of th[...]

IP Office ContactStore 7.8 Page 10 15-601038 Issue 4b (06 July 2009) IP Office 1.3 Recordings ContactStore stores recorded calls with certain security in place. Access to recordings is strictly controlled according to the security constraints configured within the System Administration pages. Each recording has an owner; the call owner is the numbe[...]

IP Office ContactStore 7.8 Page 11 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview: Recordings 1.4 Internal Database If you have retained all of the .xml and .wav files, then you have kept all of the details about the recordings you have made. However, the system uses a database to hold this information in more readily accessible [...]

IP Office ContactStore 7.8 Page 12 15-601038 Issue 4b (06 July 2009) IP Office 1.5 Licensing The full functionality of the ContactStore is available through purchasing a license which is entered into the IP Office configuration. However, ContactStore will operate with a free 90-day evaluation license. This time period starts from the time at which [...]

IP Office ContactStore 7.8 Page 13 15-601038 Issue 4b (06 July 2009) IP Office Installation Chapter 2.[...]

IP Office ContactStore 7.8 Page 14 15-601038 Issue 4b (06 July 2009) IP Office 2. Installation The platform required for a ContactStore server varies according to the volume of recordings to be made and the number of concurrent users of the search and replay application. The sizing guidelines given assume a sustained recording load of up to 15 conc[...]

IP Office ContactStore 7.8 Page 15 15-601038 Issue 4b (06 July 2009) IP Office Installation: 2.1 Calculating Disk Size Required for Recordings The table shows how many gigabytes (GB) per day you typically use given the number of recording ports you have and the average utilization of these ports over the working day. The figures are based on the as[...]

IP Office ContactStore 7.8 Page 16 15-601038 Issue 4b (06 July 2009) IP Office 2.2 Installing ContactStore If a version of ContactStore is already installed, follow the instructions for Upgrading ContactStore . Pre-Requisites Before installing ContactStore software make sure that you have completed the following pre-requisites: 1. Installed and ver[...]

IP Office ContactStore 7.8 Page 17 15-601038 Issue 4b (06 July 2009) IP Office Installation: Installing ContactStore 2.3 Testing the Recording Operation Once you have installed and configured the ContactStore, you need to verify that the recorder is storing and indexing recordings correctly. Testing the recording operation You are now in a position[...]

IP Office ContactStore 7.8 Page 18 15-601038 Issue 4b (06 July 2009) IP Office 2.3.2 Adding ContactStore to a Zone You can add ContactStore to a Trusted Site or Intranet zone. To add ContactStore to Trusted sites: 1. In the Control Panel, open Internet Options . 2. Click the Security tab. 3. Click the Trusted sites icon. 4. Click Sites . 5. Uncheck[...]

IP Office ContactStore 7.8 Page 19 15-601038 Issue 4b (06 July 2009) IP Office Installation: Testing the Recording Operation 2.4 Upgrading from ContactStore 7.2 The previous supported version of ContactStore for IP Office is version 7.2.09. That version uses an MSDE database for the storage of the call data whereas version 7.8 uses a PostgresSQL da[...]

IP Office ContactStore 7.8 Page 20 15-601038 Issue 4b (06 July 2009) IP Office 2.5 Upgrading ContactStore 7.8 If a version of ContactStore 7.8 is already installed, you need to complete the following steps before installing the new software version. 1. Backup the PostgresSQL database . 2. Upgrade the software. 3. Test operation to confirm the that [...]

IP Office ContactStore 7.8 Page 21 15-601038 Issue 4b (06 July 2009) IP Office Accessing ContactStore Chapter 3.[...]

IP Office ContactStore 7.8 Page 22 15-601038 Issue 4b (06 July 2009) IP Office 3. Accessing ContactStore If you have trouble accessing ContactStore, make sure that ContactStore is part of a trusted site or intranet zone within your browser's settings. 1. Open a browser window (using Internet Explorer) on any PC that can access the ContactStore[...]

IP Office ContactStore 7.8 Page 23 15-601038 Issue 4b (06 July 2009) IP Office Configuring ContactStore Settings Chapter 4.[...]

IP Office ContactStore 7.8 Page 24 15-601038 Issue 4b (06 July 2009) IP Office 4. Configuring ContactStore Settings There are some configuration details that must be set in order to safeguard the operation and recoverability of your system. Any that cannot be left at automatic defaults are shown in red on the appropriate administration page. To com[...]

IP Office ContactStore 7.8 Page 25 15-601038 Issue 4b (06 July 2009) IP Office Configuring ContactStore Settings: · If you only have a single ContactStore server, you can leave this at the default. If you have more than one ContactStore server in your enterprise, verify that each has a different string set for this label root so that media produce[...]

IP Office ContactStore 7.8 Page 26 15-601038 Issue 4b (06 July 2009) IP Office 4.1 System Overview Page The System Overview page shows summary information about the current state of the ContactStore server. To view the System Overview page: 1. Click the link System Overview under the heading Status . The System Overview page opens. · Note: The DVD[...]

IP Office ContactStore 7.8 Page 27 15-601038 Issue 4b (06 July 2009) IP Office Configuring ContactStore Settings: System Overview Page 4.2 Audit Trail The Status > Audit Trail page shows administrator and user actions over a specific period. The default reporting period is the current day. You can also filter this report according to Event Type [...]

IP Office ContactStore 7.8 Page 28 15-601038 Issue 4b (06 July 2009) IP Office 4.3 Viewing Alarms and Events The Alarms and Events page shows system warnings, alarms and events. Alarms are logged to ContactStore's database and held for a month before being purged at 1:00 each morning. · As long as you have set up mail account information on t[...]

IP Office ContactStore 7.8 Page 29 15-601038 Issue 4b (06 July 2009) IP Office Configuring ContactStore Settings: Viewing Alarms and Events 4.4 Adding Hierarchical File Storage Support If you intend to configure the recorder so that recordings are stored on a network share, where the ContactStore cannot or should not attempt to determine the amount[...]

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IP Office ContactStore 7.8 Page 31 15-601038 Issue 4b (06 July 2009) IP Office Administration of User Accounts Chapter 5.[...]

IP Office ContactStore 7.8 Page 32 15-601038 Issue 4b (06 July 2009) IP Office 5. Administration of User Accounts User accounts can be added, modified or deleted from the User Security page. · IMPORTANT The System Administration application will run for anyone if there is no user defined with administrator rights. To avoid locking yourself out of [...]

IP Office ContactStore 7.8 Page 33 15-601038 Issue 4b (06 July 2009) IP Office Administration of User Accounts: 5.1 Windows Domain Authentication You can create local user accounts within the recorder application itself. However, it is more secure to use Windows domain accounts and you may wish to enable this feature - or even restrict access so th[...]

IP Office ContactStore 7.8 Page 34 15-601038 Issue 4b (06 July 2009) IP Office 5.4 Creating a New Account For a user to use ContactStore they need an account name and password. The account will determine what features and settings the user can access. 1. Click Add User at the bottom left to add one or more additional user accounts. The following wi[...]

IP Office ContactStore 7.8 Page 35 15-601038 Issue 4b (06 July 2009) IP Office Administration of User Accounts: Creating a New Account · 4000-4019 User can replay calls owned by any agent in the range 4000-4019. This is a typical entry for a supervisor in a call center in which agent ranges are assigned to teams. · 4000,4003,4010-4019,4124-4128 M[...]

IP Office ContactStore 7.8 Page 36 15-601038 Issue 4b (06 July 2009) IP Office 5.6 Editing an Account Any account can be changed. You can change any of the fields except the user's name. To change the users name, note their account details, create a new account with the same details and required name and then delete the old user . · To reset [...]

IP Office ContactStore 7.8 Page 37 15-601038 Issue 4b (06 July 2009) IP Office Administration of User Accounts: Editing an Account · 4000-4019 User can replay calls owned by any agent in the range 4000-4019. This is a typical entry for a supervisor in a call center in which agent ranges are assigned to teams. · 4000,4003,4010-4019,4124-4128 Mixtu[...]

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IP Office ContactStore 7.8 Page 39 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration Chapter 6.[...]

IP Office ContactStore 7.8 Page 40 15-601038 Issue 4b (06 July 2009) IP Office 6. IP Office/Voicemail Pro Configuration IP Office can use the Voicemail Pro server to manually and automatically record calls. When licensed, it can also be configured to pass those recordings to ContactStore. · Conference Capacity Call recording uses conferencing capa[...]

IP Office ContactStore 7.8 Page 41 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: 6.1 Call Recording Warning In many locations, it is a local or national requirement to warn those involved in a call that they are being recorded. One method for doing this is to enable the Advice of Call Recording (AOCR) message pr[...]

IP Office ContactStore 7.8 Page 42 15-601038 Issue 4b (06 July 2009) IP Office 6.2 Changing the Recording Time For recordings being placed into a Voicemail Pro mailbox, the maximum recording time is 1 hour. To change the recording length: 1. Start the Voicemail Pro Client. 2. Click or select Administration > Preferences > General . 3. The Max[...]

IP Office ContactStore 7.8 Page 43 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: Manual Call Recording A call is recorded if the user presses the programmed DSS key during any call. The caller will hear an announcement that the call is being recorded if the mandatory call recording warning is active. See Call Re[...]

IP Office ContactStore 7.8 Page 44 15-601038 Issue 4b (06 July 2009) IP Office 6.4 Automatic Recording Options The IP Office system can be configured to automatically record calls based on the user, hunt group, incoming call route or account code. Trigger Incoming Outgoing Default Recording Destination Duration* Incoming Call Route None For the cal[...]

IP Office ContactStore 7.8 Page 45 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: Automatic Recording Options To set automatic call recording for a user: 1. Open IP Office Manager and load the configuration from IP Office. 2. In the Navigation pane, click User . 3. Select the required user. 4. Select the Voice Re[...]

IP Office ContactStore 7.8 Page 46 15-601038 Issue 4b (06 July 2009) IP Office To set automatic call recording for a hunt group: 1. Open IP Office Manager and load the configuration from IP Office. 2. In the Navigation pane, click HuntGroup . 3. Select the required hunt group. 4. Select the Voice Recording tab. 5. From the Record Inbound drop-down [...]

IP Office ContactStore 7.8 Page 47 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: Automatic Recording Options To set automatic call recording for an incoming call route: 1. Open IP Office Manager and load the configuration from IP Office. 2. In the Navigation pane, click Incoming Call Route . 3. Select the requir[...]

IP Office ContactStore 7.8 Page 48 15-601038 Issue 4b (06 July 2009) IP Office To set automatic call recording for an outgoing account call: 1. Open IP Office Manager and load the configuration from IP Office. 2. In the Navigation pane, click Account Code . 3. Select the required account code. 4. Select the Voice Recording tab. 5. From the Record O[...]

IP Office ContactStore 7.8 Page 49 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: Automatic Recording Options 6.5 Creating a Call Flow A call flow can be created in Voicemail Pro that enables a caller to leave messages in ContactStore. When the call flow is used all voicemail messages are routed to the ContactSto[...]

IP Office ContactStore 7.8 Page 50 15-601038 Issue 4b (06 July 2009) IP Office 9. Click the Save & Make Live icon. · Choose Yes to make the changes permanent. This part of the example exercise, adds a system short code so that you can make test calls to the AutoAttend call flow. 1. In IP Office Manager, add a short code. The example uses *90 b[...]

IP Office ContactStore 7.8 Page 51 15-601038 Issue 4b (06 July 2009) IP Office Administrative Tasks Chapter 7.[...]

IP Office ContactStore 7.8 Page 52 15-601038 Issue 4b (06 July 2009) IP Office 7. Administrative Tasks The System Administration pages are used to maintain, update, and monitor your system. The ContactStore recording system includes an administration application that is accessible only to specified administrators. Use the pages in this web applicat[...]

IP Office ContactStore 7.8 Page 53 15-601038 Issue 4b (06 July 2009) IP Office Administrative Tasks: 7.1 Daily Procedures Unless you have fully automated alerting of these conditions, the following procedures should be carried out at the start of each day: · Alarms Check the Alarms and Events page for new problems. · Disk capacity Check the avail[...]

IP Office ContactStore 7.8 Page 54 15-601038 Issue 4b (06 July 2009) IP Office 7.2 Weekly Procedures As you become confident of the normal operation of your recorder, you can reduce the frequency of the daily tasks. For example, if you know that the rate at which your disk is filling is much less than the available space, you can check it weekly. P[...]

IP Office ContactStore 7.8 Page 55 15-601038 Issue 4b (06 July 2009) IP Office Administrative Tasks: Monthly Procedures 7.4 Backing Up the Database You can back up your recorder’ s database using a command line procedure. The procedure uses the PostgreSQL pg_dump command to extract data from the database. It must be executed while the database is[...]

IP Office ContactStore 7.8 Page 56 15-601038 Issue 4b (06 July 2009) IP Office 7.6 Backing Up The Voice Recordings ContactStore stores voice recordings in the path you specify on the System Setting | Server page. This path quickly fills up with thousands of directories and millions of files. When the partition is nearly full, the server maintains o[...]

IP Office ContactStore 7.8 Page 57 15-601038 Issue 4b (06 July 2009) IP Office Search and Replay Chapter 8.[...]

IP Office ContactStore 7.8 Page 58 15-601038 Issue 4b (06 July 2009) IP Office 8. Search and Replay ContactStore performs replay of recordings by means of a browser-based application that is accessible with Internet Explorer (IE) V5.0 and higher. The Search and Replay page includes the following features: · Personal security restrictions. The rest[...]

IP Office ContactStore 7.8 Page 59 15-601038 Issue 4b (06 July 2009) IP Office Search and Replay: Accessing Search and Replay 8.2 Searching for Calls Search filters can be used to find specific records. As you search for calls, keep in mind: · Searching on the basis of the details of one or more of the "parties" involved in the call is t[...]

IP Office ContactStore 7.8 Page 60 15-601038 Issue 4b (06 July 2009) IP Office 8.3 Viewing Results The example shows a typical result set. The Results list includes the following information: · Call start time. · Call length in minutes and seconds. · Name (where available) and number of the parties on the call. · Call type - incoming or outgoin[...]

IP Office ContactStore 7.8 Page 61 15-601038 Issue 4b (06 July 2009) IP Office Search and Replay: Viewing Results 8.4 Call Sets Call sets allow you to save the results of a search and to then be able to re-access that set of calls by name. You can then remove files from the call set or use other searches to add additional calls to the call set. To [...]

IP Office ContactStore 7.8 Page 62 15-601038 Issue 4b (06 July 2009) IP Office Viewing and Editing a Call Set 1. To display an existing call set, select the call set name from the Call Set drop down at the bottom left of the screen and click SEARCH . The calls in that call set are then displayed. 2. To remove calls from the call set, select the che[...]

IP Office ContactStore 7.8 Page 63 15-601038 Issue 4b (06 July 2009) IP Office Search and Replay: Call Sets 8.5 Playing a Call When a call recording has been found you can play the recording. 1. Click the radio button to the left of the call you want to play, ie the column with the icon. 2. The audio is retrieved from the server and an audio wave f[...]

IP Office ContactStore 7.8 Page 64 15-601038 Issue 4b (06 July 2009) IP Office 8.6 Exporting Multiple Calls Users who have the May export recordings as files? option enabled in their account can export calls. They can export an individual call while playing it. They can also export multiple calls with or without a call details file. 1. Perform a se[...]

IP Office ContactStore 7.8 Page 65 15-601038 Issue 4b (06 July 2009) IP Office Appendix Chapter 9.[...]

IP Office ContactStore 7.8 Page 66 15-601038 Issue 4b (06 July 2009) IP Office 9. Appendix 9.1 ContactStore Version To discover the version of ContactStore that is installed click on the About link at the top right of the screen.[...]

IP Office ContactStore 7.8 Page 67 15-601038 Issue 4b (06 July 2009) IP Office Appendix: ContactStore Version 9.2 Archiving The hard disk has limited storage capabilities. When the available hard disk space is full, older recordings will be deleted, overwritten by newer recordings. · When you have configured a local archive drive, all your recordi[...]

IP Office ContactStore 7.8 Page 68 15-601038 Issue 4b (06 July 2009) IP Office Archival Procedures The following section explain how to complete the basic archival procedures: Loading a disk To load a new disk: 1. Insert a blank DVD+RW disk in the drive. 2. Wait 10 seconds for it to spin up. 3. In the ContactStore System Administration application,[...]

IP Office ContactStore 7.8 Page 69 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Archiving 9.3 Alarms The system will automatically generate alarms showing system warnings. Alarms are logged to ContactStore for IP Office's database and held a month before being purged. The administrator can define specific email addresses to which alar[...]

IP Office ContactStore 7.8 Page 70 15-601038 Issue 4b (06 July 2009) IP Office Level AlarmText Remarks What to Do Info XXX Job Queue backlog reduced to acceptable level. Currently YYYms. Performance acceptable again. – Info System shut down. System shut down for some reason. If you stopped it, no action required. Otherwise find out why. This mess[...]

IP Office ContactStore 7.8 Page 71 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Alarms 9.4 Trouble Shooting 9.4.1 Installation Problems My install CD doesn't autorun in Windows Use Explorer to view the contents of the CD. Double-click the setup icon to start the program. 9.4.2 Trouble Shooting Tools When problems occur, check the foll[...]

IP Office ContactStore 7.8 Page 72 15-601038 Issue 4b (06 July 2009) IP Office 9.4.3 System Administration Page Problems You may encounter problems as you access and use the System Administration application. This section lists those problems and provides steps to take to correct them. Cannot access the System Administration pages If you cannot acc[...]

IP Office ContactStore 7.8 Page 73 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Trouble Shooting 9.4.4 Email Alarm Problems Invalid entries in any one of the parameters used to define the email settings will result in errors. To check for invalid entries: 1. Use the settings from ContactStore to set up a standard mail client. 2. Send a mes[...]

IP Office ContactStore 7.8 Page 74 15-601038 Issue 4b (06 July 2009) IP Office 9.4.6 Search and Replay Problems For most problems with Search and Replay, consider the following diagnostic approaches to narrow down the cause of the problem: · Search for a different call, for example, one that is more recent or older; shorter or longer. · Log in as[...]

IP Office ContactStore 7.8 Page 75 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Trouble Shooting Calls missing from the database Calls might need to be re-imported if the PostgreSQL database was not working when the recordings were processed. To have the system try again to add one or more recordings to its database: 1. Create a text file [...]

IP Office ContactStore 7.8 Page 76 15-601038 Issue 4b (06 July 2009) IP Office · Check disk space in all partitions. If any of these is 0 or less than 50MB, this may be the problem. Check for build up of log files. Check that the call details database hasn't exceeded the available space. Consider reducing the number of months of calls kept-us[...]

IP Office ContactStore 7.8 Page 77 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Trouble Shooting 9.5 Advanced Security 9.5.1 Installing Unlimited Strength Encryption To support key sizes larger than 128 bits, you will need to replace the standard Java Jurisdiction Policy Files using the following instructions: 1. Using your browser, go to [...]

IP Office ContactStore 7.8 Page 78 15-601038 Issue 4b (06 July 2009) IP Office 9.5.3 Installing a Signed SSL Certificate If you want to install your own SSL certificate, you must replace the certificate distributed with the application. Your replacement certificate must be specific to your installed server. Selecting a Certificate Authority (CA) If[...]

IP Office ContactStore 7.8 Page 79 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Advanced Security 11. Double click the padlock icon. Internet Explorer should warn you that the certificate is unsigned. However, it should no longer display a message that indicates the certificate does not match the web server name. Tip: If you do get a warni[...]

IP Office ContactStore 7.8 Page 80 15-601038 Issue 4b (06 July 2009) IP Office These two are linked and cannot be regenerated, so it is important to back up the keystore file. If either one of these components is lost, you must regenerate the certificate and pay again to get it signed. 9.5.4 Configuring Viewer and Archive to use HTTPS To allow View[...]

IP Office ContactStore 7.8 Page 81 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Advanced Security C:Program FilesComPlus Applications{A639A196-338F-48E0-B76B-E223C00B5617} Configure Viewer to use https 1. Navigate to the EyrBSConfigurationViewer application and right-click in explorer, select run as… 2. The Run As dialog appears, sele[...]

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IP Office ContactStore 7.8 Page 83 15-601038 Issue 4b (06 July 2009) IP Office Index Index A Accessing Search 58 Account Code 44 Adding ContactStore 18 Advice Call Recording 41 Call Recording Message 41 enable 41 Alarm 69 Analogue 41 Appendix 71 Automatic 44 Automatic Recording Options Setting 44 B Backingup 55 C Call 41, 42 50 44 Playing 63 Search[...]

IP Office ContactStore 7.8 Page 84 15-601038 Issue 4b (06 July 2009) IP Office T Testing Recording Operation 17 Troubleshooting 74 Resources 71 U Upgrading ContactStore 20 User Account Delete 37 Edit 36 V Verifying Initial Settings 24 Viewing Results 60 Voice Recording Select 42, 44 Voice Recording Library 42, 44 Voicemail Pro Client 41 Start 42 Vo[...]

IP Office ContactStore 7.8 Page 85 15-601038 Issue 4b (06 July 2009) IP Office[...]

IP Office ContactStore 7.8 Page 86 15-601038 Issue 4b (06 July 2009) IP Office Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed sp[...]