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Avaya 40DHB0002USBG manual

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Buen manual de instrucciones

Las leyes obligan al vendedor a entregarle al comprador, junto con el producto, el manual de instrucciones Avaya 40DHB0002USBG. La falta del manual o facilitar información incorrecta al consumidor constituyen una base de reclamación por no estar de acuerdo el producto con el contrato. Según la ley, está permitido adjuntar un manual de otra forma que no sea en papel, lo cual últimamente es bastante común y los fabricantes nos facilitan un manual gráfico, su versión electrónica Avaya 40DHB0002USBG o vídeos de instrucciones para usuarios. La condición es que tenga una forma legible y entendible.

¿Qué es un manual de instrucciones?

El nombre proviene de la palabra latina “instructio”, es decir, ordenar. Por lo tanto, en un manual Avaya 40DHB0002USBG se puede encontrar la descripción de las etapas de actuación. El propósito de un manual es enseñar, facilitar el encendido o el uso de un dispositivo o la realización de acciones concretas. Un manual de instrucciones también es una fuente de información acerca de un objeto o un servicio, es una pista.

Desafortunadamente pocos usuarios destinan su tiempo a leer manuales Avaya 40DHB0002USBG, sin embargo, un buen manual nos permite, no solo conocer una cantidad de funcionalidades adicionales del dispositivo comprado, sino también evitar la mayoría de fallos.

Entonces, ¿qué debe contener el manual de instrucciones perfecto?

Sobre todo, un manual de instrucciones Avaya 40DHB0002USBG debe contener:
- información acerca de las especificaciones técnicas del dispositivo Avaya 40DHB0002USBG
- nombre de fabricante y año de fabricación del dispositivo Avaya 40DHB0002USBG
- condiciones de uso, configuración y mantenimiento del dispositivo Avaya 40DHB0002USBG
- marcas de seguridad y certificados que confirmen su concordancia con determinadas normativas

¿Por qué no leemos los manuales de instrucciones?

Normalmente es por la falta de tiempo y seguridad acerca de las funcionalidades determinadas de los dispositivos comprados. Desafortunadamente la conexión y el encendido de Avaya 40DHB0002USBG no es suficiente. El manual de instrucciones siempre contiene una serie de indicaciones acerca de determinadas funcionalidades, normas de seguridad, consejos de mantenimiento (incluso qué productos usar), fallos eventuales de Avaya 40DHB0002USBG y maneras de solucionar los problemas que puedan ocurrir durante su uso. Al final, en un manual se pueden encontrar los detalles de servicio técnico Avaya en caso de que las soluciones propuestas no hayan funcionado. Actualmente gozan de éxito manuales de instrucciones en forma de animaciones interesantes o vídeo manuales que llegan al usuario mucho mejor que en forma de un folleto. Este tipo de manual ayuda a que el usuario vea el vídeo entero sin saltarse las especificaciones y las descripciones técnicas complicadas de Avaya 40DHB0002USBG, como se suele hacer teniendo una versión en papel.

¿Por qué vale la pena leer los manuales de instrucciones?

Sobre todo es en ellos donde encontraremos las respuestas acerca de la construcción, las posibilidades del dispositivo Avaya 40DHB0002USBG, el uso de determinados accesorios y una serie de informaciones que permiten aprovechar completamente sus funciones y comodidades.

Tras una compra exitosa de un equipo o un dispositivo, vale la pena dedicar un momento para familiarizarse con cada parte del manual Avaya 40DHB0002USBG. Actualmente se preparan y traducen con dedicación, para que no solo sean comprensibles para los usuarios, sino que también cumplan su función básica de información y ayuda.

Índice de manuales de instrucciones

  • Página 1

    Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001)[...]

  • Página 2

    Contents Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Page 2 Introduction ................................................................................................................... ............................ 3 General .............................................................................[...]

  • Página 3

    Introduction General Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 3 Introduction General Compact Contact Center Modules (CCC) provide the user with the necessary tools to facilitate the management of call traffic. They are designed to provide a tightly integrated real time and histor[...]

  • Página 4

    Introduction Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 4 Overview Compact Contact Center provides the user with the necessary tools to facilitate the management of call traffic. The diagram below shows the concept: W al l bo a rd Se rv e r W al l bo a rd C l i ent PC W a[...]

  • Página 5

    Introduction System Specification Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 5 System Specification The Server PC will support up to 5 Clients. The Operating System on the Server PC can be either Windows 2000 server or Windows NT Server 4.0. All UK Hardware will be shipped with Win[...]

  • Página 6

    Introduction System Specification Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 6 Connecting the CCC Server The LAN provides connection between the IP400 and the CCC Server. It will support 10/100 Mbps connection. The length of cable is dependent on structured cabling and speed. Wallb[...]

  • Página 7

    Introduction Limitations Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 7 Limitations 15 Agent Systems and below The Compact Contact Center Manager comprises a suite of tightly integrated Contact Center Modules installed on a CCC Server PC platform running Windows 2000 or NT4. The Comp[...]

  • Página 8

    Introduction Limitations Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 8 Systems above 15 Agents Due to the traffic demands of contact centers above 15 agents, the Report Server and Wallboard Server must reside on a dedicated PC. The product is offered as a complete solution supplied [...]

  • Página 9

    PC Configuration Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 9 PC Configuration Overview The Server PC requires a 4 GB partition for the software applications. The remaining of the hard drive is used for the Archiver database. This section details the PC configuration[...]

  • Página 10

    PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 10 Server PC Setup – NT4 1. Windows NT Server 4.0 Modifications On a machine with Windows NT4 already installed, you need to check the following settings. 1 The Computer Name needs to be ARCH[...]

  • Página 11

    PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 11 2. Partition the Disk 1. From the Windows Taskbar, click Start , point to Programs , point to Administrative Tools (Common) and click Disk Administrator . 2. If you are running this applicat[...]

  • Página 12

    PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 12 3. Installation of Wallboard Card. Advantech ISA Wallboard Card Installation Card Settings: - JP1 (ch#1) 485 JP2 (ch#2) 485 JP3 (ch#1) IRQ9 JP4 (ch#2) IRQ5 JP5 (ch#1) On JP6 (ch#2) On To cha[...]

  • Página 13

    PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 13 4. Install Database Application If SQL 2000 is to be installed instead of MSDE, please go to the section "4.2 Installing Microsoft SQL 2000". 4.1 Installing MSDE 2000 1. Insert the[...]

  • Página 14

    PC Configuration Server PC Setup – Windows 2000 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 14 Server PC Setup – Windows 2000 1. Windows 2000 Modifications On a machine with Windows 2000 already installed you need to check the following: 1 The computer name needs to be ARCH[...]

  • Página 15

    PC Configuration Server PC Setup – Windows 2000 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 15 4. Partition the Disk 1. Click the right mouse button on the My Computer icon. Select Manage 2. Click on the Disk Management folder. 3. Click the right mouse button on the CD ROM se[...]

  • Página 16

    PC Configuration Client PC Se tup - Window s NT Workstation Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 16 Client PC Setup - Windows NT Workstation 1. Windows NT Workstation Modifications On a machine with Windows NT4 workstation already installed you need to check the followin[...]

  • Página 17

    PC Configuration Client PC Setup - Window s 95 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 17 Client PC Setup - Windows 95 1. Windows 95 Modifications On a machine with Windows 98 already installed, the following settings are required: 1. The Computer Name must NOT be ARCHIVERS[...]

  • Página 18

    PC Configuration Client PC Setup - Window s 98 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 18 Client PC Setup - Windows 98 1. Windows 98 Modifications On a machine with Windows 98 already installed, the following settings are required: 1 The Computer Name must NOT be ARCHIVERSQ[...]

  • Página 19

    PC Configuration Client PC Setup - Window s 2000 Professional. Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 19 Client PC Setup - Windows 2000 Professional. 1. Windows 2000 Modifications On a machine with Windows 2000 Professional already installed, the following settings are req[...]

  • Página 20

    Install CCC Applications Installing CCC Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Install CCC Applications • Page 20 Install CCC Applications Installing CCC This section describes the procedures of installing the software for the Compact Contact Center suite. If there is another server called ARCHIVE[...]

  • Página 21

    Trouble Shooting CCC Installation Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 ( 11/14/2001) Trouble Shooting • Page 21 Trouble Shooting CCC Installation 1. Whenever anything is loaded from the I386 directory on a Windows NT4 installation CD, re-installation of NT4 Service Pack 6a is NECESSARY . 2. On the Server PC,[...]

  • Página 22

    CCC User Access Starting CCC User Access Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) CCC User Access • Page 22 CCC User Access Starting CCC User Access To log on using CCC User Access: 1. Double click on the CCC User Access Icon showing at the bottom right of the screen . If this is not visible double [...]

  • Página 23

    Change Server PC Name Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 23 Change Server PC Name Overview It is vital that the Server PC used to run the CCC modules is called ARCHIVERSQL whilst installing the applications. Once the installation is complete, change the P[...]

  • Página 24

    Change Server PC Name NT4 Server PC Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 24 Change ODBC Settings Ensure you perform the following procedure for both the SDXArchiver and SDXRepository System Data Sources. 1. From the Windows Taskbar, click Start , point to Settings an[...]

  • Página 25

    Change Server PC Name Window s 2000 Server Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 25 Windows 2000 Server Change Server PC Name Make sure that there are no programs running on the server then follow the instructions below. 1. Click the right mouse button on the My Compu[...]

  • Página 26

    Change Client PC Names General Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Client PC Names • Page 26 Change Client PC Names General Once the Server PC name has been changed you will need to change the references to the server PC on the Client PC's. The following sections details the procedu[...]

  • Página 27

    Change Client PC Names Operating Systems Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Client PC Names • Page 27 Windows 2000 Make sure that there are no programs running on the PC then follow the instructions below. 1. Click on the Windows Start button; highlight Programs , Administrative Tools a[...]

  • Página 28

    Administering the Database Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Administering the Database • Page 28 Administering the Database Overview If you have installed the MSDE database, four scheduled tasks are installed automatically. The parameters cannot be configured, listed below is a des[...]

  • Página 29

    Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 29 Telephone System Requirements This section assumes that the installer is familiar with the basic programming of the Telephone System and the Programming manual is available. • Telephone System Softwar[...]

  • Página 30

    Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 30 Group Reporting When configuring it is important to understand how calls are attributed to groups on the Call Center View, Wallboards and Report Manager. IP400 in the Contact Center Environment Staff Ma[...]

  • Página 31

    Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 31 CCC reporting characteristics associated with Voice Manager The following conditions apply to the initial answer/ lost segment of calls which were first presented to the Voice Manager (VM) (e.g. Voice M[...]

  • Página 32

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 32 Wallboard Installation and Maintenance Wallboard 22 Introduction The Wallboard 22 is a two line by 22-character tri-color Wallboard. It connects via a multi-[...]

  • Página 33

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 33 Wall Mounting Once a location has been decided upon, mark its location on the wall with a pencil through the two holes in the brackets. Before drilling the h[...]

  • Página 34

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 34 RS485 Serial Connection The RJ45, RS485 flying lead is one meter long. It cannot be removed from the Wallboard; therefore, this must be taken into considerat[...]

  • Página 35

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 35 Additional Equipment External Alarm Device for connection to Wallboard 22 only. An external alarm device is available to supplement the in-built buzzer. This[...]

  • Página 36

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 36 Periodic Maintenance and Inspection Cleaning Display Screen Time periods between cleaning depend upon local conditions and are at the discretion of the opera[...]

  • Página 37

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 37 Serial Connection & Dip-Switch Details Wallboard Terminal Box RJ45 Connector Pin Out Details Pin 2 Signal Ground 3 Sign Rx+ Input 4 Sign Tx+ Output 5 Sig[...]

  • Página 38

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 38 Baud Rate Dip Switch Settings are: SW5 SW6 DATA BIT/SEC OFF OFF 19200 ON OFF 9600 OFF ON 2400 ON ON 1200 Ensure the Baud rate is set to 9600. Test Functions [...]

  • Página 39

    Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 39 RS485 Communication Systems This standard officially allows 30 wallboards to be connected via a RS485 transmission cable of up to 1200 meters to a PC RS485 p[...]

  • Página 40

    Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 40 Wallboard 10 Introduction The Wallboard 10 is a single line display consisting of 10 tri-color characters. It connects via a multi-drop circuit to the host P[...]

  • Página 41

    Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 41 To mount the display, first hook the bottom of the two wall brackets into the bottom rear channel recess of the display. See the diagram below. Push display [...]

  • Página 42

    Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 42 Serial Connection and Configuration An RJ45 junction box is provided as standard, alternatively if required an RJ45 coupler and 2 way adapter can be used. Th[...]

  • Página 43

    Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 43 Baud Rate The Baud Rate can be changed to 1200, 2400, 9600 or 19200 using the dip-switch. The Baud Rate is set using switches 5 and 6. 5 6 Baud Rate ON ON 12[...]

  • Página 44

    Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 44 System Wiring The principle for wiring up your display wallboards is that the PC output port is connected to the input of each wallboard. See Figure 7. The c[...]

  • Página 45

    Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 45 Periodic Maintenance & Inspection Cleaning Display Screen Time periods between cleaning depend upon local conditions and are at the discretion of the ope[...]

  • Página 46

    Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 46 This page has deliberately been left blank.[...]

  • Página 47

    Index Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Index • Page 47 C Call Center View ............................................................... 3 CCC Applications ........................................................... 20 CCC User Access ........................................................[...]

  • Página 48

    Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Index • Page 48 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 a[...]