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Avaya 40DHB0002USBG manual

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Table of contents for the manual

  • Page 1

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

  • Page 2

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

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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 [...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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,[...]

  • Page 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 [...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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-[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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 [...]

  • Page 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[...]

  • Page 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[...]

  • Page 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 [...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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[...]

  • Page 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.[...]

  • Page 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 ........................................................[...]

  • Page 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[...]