Avaya 38HBK00001SCM manual

INDeX Contact Centre Modules Installation & Maintenance 38HBK00001SCM - Issue 11 (05/01)[...]

Contents INDeX Contact Centre Modules Page 2 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Contact Centre Modules................................................................................................... ............................... 1 Introduction .................................................................[...]

Introduction Overview INDeX Contact Centre Modules Page 3 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Introduction Overview INDeX Contact Ce ntre provides th e user with the n ecessary tools to fa cilitate the management of call tr affic. The diagram shows the concept of this contact centre: IN D eX Te le pho ne S ys t e m INDe[...]

Introduction Overview INDeX Contact Centre Modules Page 4 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) This document descri bes the equipment (i ncluding Softwar e) requir ed and the procedures to be foll owed to install the IN DeX Contact Centre M anager modules on a customer's site. "INDeX Installation and Maintenanc[...]

Introduction System Specification INDeX Contact Centre Modules Page 5 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) System Specification There are three types of IN DeX CCM Ser ver hardw are platform , the choice is determined by issues such as num ber of agents, call tr affic levels, num ber of supervisors ( Clients) and the ret[...]

Introduction System Specification INDeX Contact Centre Modules Page 6 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) System Software • Windows NT Server: Versi on 4.0, Media: CD R OM • Windows NT Workstation: Versi on: 4.0, Media: CD R OM • Windows 95: Version: Latest, M edia: CD ROM • Windows 98: Versi on: Latest, Media: [...]

Introduction System Specification INDeX Contact Centre Modules Page 7 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Wallb oard Devi ces INDeX Wal lboard 22 Specification Voltage 220/240V AC OR 110V A C (Check label on rear of wallboard) Wattage 108W Cold Start Inrush Current 30A for up to 6ms Baud Rate 9600 only Input RS 485 Weig[...]

Introduction System Specification INDeX Contact Centre Modules Page 8 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) LAN Utilisation The following r esults should be interpr eted for each customer N etwork. Use thi s only as a guideline. The network of 1 Serv er and 9 Clients w as defined as follows : 10 Base-T Ethernet: max. capa[...]

Introduction Limitations INDeX Contact Centre Modules Page 9 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Limitations 15 Agent Systems and belo w The INDeX Contact Centr e Manager compr ises a suite of tightly integrated Contact Centre Modul es installed on an IND eX CCM Ser ver PC pl atform runni ng Windows NT4. The INDeX C ont[...]

Introduction Limitations INDeX Contact Centre Modules Page 10 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) The following di agram shows the IND eX Contact Centre Manager connectivity, for systems of 15 agents and below, where an INDeX Voice Manager is present.[...]

Introduction Limitations INDeX Contact Centre Modules Page 11 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Systems above 15 Agen ts Due to the traffic dem ands of Contact Centre's above 15 agents, the Repor t Server and Wallboar d Server must r eside on a dedicated PC. The pr oduct is offered as a complete solution suppl ie[...]

Introduction Limitations INDeX Contact Centre Modules Page 12 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) The diagram bel ow shows the INDeX C ontact Centre Manager without an INDeX Voice Manager being install ed.[...]

Introduction Limitations INDeX Contact Centre Modules Page 13 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) The diagram bel ow shows the INDeX C ontact Centre Manager where an INDeX Voice Manager is present.[...]

PC Configuration Overv iew INDeX Contact Centre Modules Page 14 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) PC Configuration Overview The INDeX CCM Server PC requires a 2 GB parti tion for the softwar e applications. The remaini ng of the hard drive i s used for the IND eX Archiver database. D uring the Windows NT 4.0 installat[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 15 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Server PC – SPC20 (Max 20 Clients) This section detail s the followi ng procedures r equired to prepar e the Server PC (supporting M ax of 20 Clients) to i nstall INDeX C CM applic ations. ?[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 16 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 22. Enter the correct num ber of Client Access Li cense and then click Next . – For CC M SPC5 – 5 – For CC M SPC10 – 10 – For CC M SPC20 – 20 23. Type Computer Nam e as ARCHIVERSQL[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 17 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install Windows NT Server Service Pack 6a Alterations to W indows NT 4.0's confi guration includi ng the addition of softwar e, mean that the Servic e Pack (containing M icrosoft bug fixe[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 18 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 6. Once the installation i s complete the follow ing screen appears: 7. Click Restart . 8. Recheck the Regional Setting to ensure it i s set to English ( United Kingdom) .[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 19 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Crea te NTFS Pa rtition using Dis k Adminis trator Disk Administrator is a graphical tool for managing disks. This tool encompasses and extends the functionality of character -based disk manag[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 20 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 5. From the Tools menu, cl ick Assign Dr ive Letter, the foll owing screen appears: 6. Click to select Assign D rive Letter, and sel ect letter E. 7. Click OK . 8. From the Confir mation scree[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 21 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 12. From the Partition menu, sel ect Commit Changes Now , the following scr een appears: 13. Click Yes to save the changes. At the Confi rmation screen, cl ick Yes and then click OK to update [...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 22 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install Displ ay Adapter Since INDeX CC M applicati ons are designed to use a screen r esolution of 800 by 600 pixels, it i s necessary to instal l a third party di splay adapter dri ver that [...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 23 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install EtherLin k PCI Network I nterface Card There are four steps to the N etwork Interface Car d (NIC) i nstallation: a) Run the pre-i nstallation pr ogram before i nstalling the N IC in th[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 24 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) b) Install the NIC in the PC To install the NIC in the PC: 1. Make sure that you have run the pr e-installati on program, as descr ibed in the previous section. 2. Turn off the power to the PC[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 25 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) TCP/IP Networ king Setup The process of configuring the IN DeX CCM Server PC to use TCP/IP consi sts of the following stages. 1. Check the TCP/IP settings requi red, these should be supplied b[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 26 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) IPX/SPX Frame Type Networking Setup This is appli cable if the Customer Site Networ k uses IPX Frame Type . 1. From the Wi ndows taskbar, click Star t, point to Settings and select Contr ol Pa[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 27 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install ADR OnStream Tape Drive 1. Ensure the Tape Driv e unit is instal led in the PC accor ding to the Manufacture’s instructions (Instal ling the Hardwar e section). 2. Once the PC is reb[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 28 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install Adva ntech PCI Wallboa rd Comms Ca rd Before installing the Wallboard Comms card in to the system, you must install the driver fi rst. Once the driv er is install ed, check the card ju[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 29 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install Mi crosoft SQL 7. 0 Microsoft SQL i s a database application that i s installed to store data for use with the INDeX Archiv er. It also provi des a means of admini stering the rel ated[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 30 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 6. From the Software Li cense Agreement screen click Yes to proceed to the following scr een: 7. Enter the Name as Adm inistrator and your Organisation's name and then click Next to proce[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 31 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 11. Click Browse associated with Data Files. Note It is ESSENTIAL that Data Files are saved in t he D DRIVE 12. Select the D Dri ve and type D:MSSQL7 in the Path text box, as displ ayed in th[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 32 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 15. Click Add Licenses the follow ing screen appears: 16. Enter the number of pur chased licenses. 17. Once you have selected the required Ser ver License Quantities, click OK to the Per Serve[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 33 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install ODBC (Open Database Connectivity) Open Database Connectivity needs to be i nstalled to provide a l ink between the SQL database and the INDeX Repor t Manager. 1. Insert the INDeX Appli[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 34 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Windows NT Ser ver Modific ations Regional Settings The Regional Settings need to be changed fr om the default installation settings which are usual ly English (United States) . 1. From the Wi[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 35 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Event Log Settings The Event Log settings are alter ed through the Window s NT Event Viewer . 1. From the Wi ndows taskbar, click Star t, point to Program s and from Administrative Tools (Comm[...]

PC Configu ration Server PC – SPC20 (M ax 20 Clients) INDeX Contact Centre Modules Page 36 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Sharing the Hard Drives The following needs to be car ried out on the Server PC runni ng the INDeX CCM Server appl ications. In order for al l INDeX CC M applicati ons and the INDeX Taskbar to[...]

PC Configu ration Server PC Setup – SPC5/10 INDeX Contact Centre Modules Page 37 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Server PC Setup – SPC5/10 The same procedure i s requir ed when configuri ng INDeX CCM SPC5 and SPC10 Server PCs w ith the exception of the Disk Adm inistrator ( NTFS partition), as detailed in this s[...]

PC Configu ration Server PC Setup – SPC5/10 INDeX Contact Centre Modules Page 38 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 5. If an NTFS partition does not exi st on Disk 0, where the 1024MB partiti on is, you need to create one by selecting the area of fr ee space. From the Partition menu, select Creat e . Click Yes to con[...]

PC Configuration Client PC Se tup (Windows NT – Workstation) INDeX Contact Centre Modules Page 39 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Client PC Setup (Windows NT – Workstation) This section detail s the Client PC configurati on as follows: • Install Window s NT Workstati on. • Install Window s NT Service Pack 6a[...]

PC Configuration Client PC Se tup (Windows NT – Workstation) INDeX Contact Centre Modules Page 40 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Note Installing the Network Interface Card is detailed in “Install E therLink PCI Network Interface Card” on page 23. 28. Click Finish to complete the setup. 29. From the Date/Tim e[...]

PC Configuration Client PC Se tup (Windows NT – Workstation) INDeX Contact Centre Modules Page 41 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Map Networ k Driv e Sharing INDeX CCM 1. From the Wi ndows NT desktop, cli ck (using the right m ouse button) Network Neighborhood and select M ap Network Drive. 2. Select a Map Dri ve [...]

PC Configuration Client PC Se tup (Windows NT – Workstation) INDeX Contact Centre Modules Page 42 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Sharing INDeX Taskbar 1. From the Wi ndows NT desktop, cli ck (using the right m ouse button) Network Neighborhood and select M ap Network Drive. 2. Select a Map Dri ve (e.g. F:), in th[...]

PC Configuration Client PC Setup (Window 98) INDeX Contact Centre Modules Page 43 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Client PC Setup (Window 98) This section detail s the Client PC configurati on as follows: • Format the hard dr ive (if required) . • Install Wi ndows 98. • Install Displ ay Adapter. • Essential [...]

PC Configuration Client PC Setup (Window 98) INDeX Contact Centre Modules Page 44 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install Displ ay Adapter Since INDeX CC M applicati ons are designed to use a screen resolution of 800 by 600 pixels, it i s necessary to instal l a third par ty display adapter dri ver whic h is not ins[...]

PC Configuration Client PC Setup (Window 98) INDeX Contact Centre Modules Page 45 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install EtherLin k PCI Network I nterface Card There are four steps to the N IC installati on: 1. Run the pre-i nstallation pr ogram before i nstalling the N IC in the PC. The EtherCD pr e-installati on [...]

PC Configuration Client PC Setup (Window 98) INDeX Contact Centre Modules Page 46 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 2. Install the NIC in the PC To install the NIC in the PC: 1. Make sure that you have run the pr einstallation pr ogram, as descri bed in the previous section. 2. Turn off the power to the PC and unplug [...]

PC Configuration Client PC Setup (Window 98) INDeX Contact Centre Modules Page 47 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Network IPX Frame T y pe This is only appl icable if the site network uses IPX Frame Type . Otherwise, configure the network according to the Site's Netw ork. 1. From the Wi ndows taskbar, click Sta[...]

PC Configuration Client PC Setup (Window 98) INDeX Contact Centre Modules Page 48 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Map Networ k Driv e Sharing INDeX CCM 1. From the Wi ndows 98 desktop, click (usi ng the right mouse button) N e twork Neighborhood and select M ap Network Drive. 2. Select a Map Dri ve (e.g. E:), in the[...]

PC Configuration Client PC Setup (Windows 2000) INDeX Contact Centre Modules Page 49 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Client PC Setup (Windows 2000) This section detail s the Client PC configurati on as follows: • Install Wi ndows 2000 Service Pack 1. • Windows 2000 m odifications for IN DeX CCM applications. •[...]

PC Configuration Client PC Setup (Windows 2000) INDeX Contact Centre Modules Page 50 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Guest Accounts For INDeX CC M applicati ons to communicate, the Guest Account on W indows 2000 needs to be enabled. To modify the Guest Account: 1. From the Wi ndows Taskbar, click Star t, point to se[...]

PC Configuration Client PC Setup (Windows 2000) INDeX Contact Centre Modules Page 51 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Map Networ k Driv e Sharing INDeX CCM 1. From the Wi ndows desktop, click (usi ng the right mouse button) my Network Places and select Map Netw ork Driv e. 2. Select a Map Dr ive (e.g. E:). 3. In the [...]

Install INDeX CCM Applications Overv iew INDeX Contact Centre Modules Page 52 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Install INDeX CCM Applications Overview This section describes the procedures of installing the software for the INDeX Contact Centre suite. The i n stallation procedur e is divided into the following steps,[...]

Install INDeX CCM Applications INDeX CCM on Standalone Serv er PC INDeX Contact Centre Modules Page 53 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX CCM on Standalone Server PC The required IN DeX CCM applications ar e: 1. INDeX Access Manager 2. INDeX Del ta Server 3. INDeX Wal lboard Server 4. INDeX Repor t Manager 5. IND[...]

Install INDeX CCM Applications INDeX CCM on Serv er PC/Client PC INDeX Contact Centre Modules Page 54 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX CCM on Server PC/Client PC For a Server PC/Client PC scenario the requi red INDeX CC M applications are: Server PC : 1. INDeX Access Manager 2. INDeX Del ta Server 3. INDeX Task[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 55 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX CCM Server Applications 1. With the Wi ndows NT runni ng, insert the INDeX Applic ation CD in the CD Drive. The auto r un sequence executes the Installation. Note INDeX CCM applic[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 56 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 3. Enter th e CD-ROM Drive (e.g. e: ) and then click Next the following scr een appears, listi ng the Client and Server Components avai lable for installation: 4. Check that the Availa[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 57 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 6. Select Full Installation and click Next , the followi ng screen appears: 7. Click Next to proceed to the following screen. This screen displ ays the list of availabl e INDeX Server C[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 58 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 8. Select the requir ed Server Com ponent(s) and then cl ick Next to proceed to the following scr een: 9. The list of Cl ient applicati ons depends upon the Server applications that are[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 59 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX CCM Client Applications If you have just completed instal ling INDeX C CM Server applications, the following screen appears: The list of Cl ient applicati ons depends upon the Ser[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 60 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 3. Enter th e CD-ROM Drive (e.g. e: ) and then click Next the following scr een appears, listi ng the Client and Server Components avai lable for installation: 4. Click Next to proceed[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 61 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 7. Click Next to the following screen: This screen shows the l ist of Availabl e Client Com ponents plus a list of C lient Dependencies for whi chever Cli ent Component is cur rently hi[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 62 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Wallboard Se rver 1. Once you clicked Install Servers , the Welcome screen appear s. 2. Click Next a Restart message screen appears. 3. Click OK to complete the INDeX W allboard S[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 63 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Access Manager With the install a tion of the INDeX Del ta Server compl ete, the INDeX Access Manager Wel come screen appear s to indicate the start of the instal lation progr am.[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 64 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Re port Manager With the install a tion of the INDeX Access Manager complete, the follow ing screen appears to indicate the star t of the INDeX Report M anager installation progra[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 65 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Taskbar 1. From the INDeX Install Wizard screen, select INDeX Taskbar: 2. Click Install . 3. Select the requir ed Setup language and then click OK . 4. From the Welcom e screen, c[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 66 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Call Centre View 1. From the INDeX Instal l Wizard scr een, select INDeX Call Centre View: 2. Click Install . 3. From the Welcom e screen, click Next the following screen appears:[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 67 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 7. Click Yes to proceed to the follow ing screen: 8. Click Yes to accept the License Agreement. 9. From the Installati on Complete, click Finish to complete the installation.[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 68 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Report Client 1. From the INDeX Instal l Wizard scr een, select INDeX Report C lient: 2. Click Install . 3. From the Welcom e screen, click Next to continue. 4. Middleware compone[...]

Install INDeX CCM Applications INDeX CCM Serv er A pplications INDeX Contact Centre Modules Page 69 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Wallboar d Client 1. From the INDeX Instal l Wizard scr een, select INDeX Wallboard Cli ent: 2. Click Install . 3. From the Welcom e screen, click Next to continue. 4. Middleware [...]

Install INDeX CCM A pplications Trouble Shooting INDeX Contact Centre Modules Page 70 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Trouble Shooting This section detail s how to correct m any common probl ems, however as a last resort read the appr opriate manual. INDeX CCM Installation 1. Whenever anything i s loaded from the I3[...]

Change Serv er PC Name Overv iew INDeX Contact Centre Modules Page 71 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Change Server PC Name Overview It is vital that the Ser ver PC used to run the IN DeX CCM m odules is called ARCHIVERSQL whilst installing the applications. Once the installation is complete, change the PC name and [...]

Change Serv er PC Name Server PC INDeX Contact Centre Modules Page 72 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Registerin g Server (SQL Server 7.0) When you run SQL Serv er Enterprise M anager for the first time, i t registers the l ocal server r unning SQL Server autom atically. If you change the name of the PC Ser ver, you[...]

Change Serv er PC Name Server PC INDeX Contact Centre Modules Page 73 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 3. Click Add and then click Next to proceed. 4. From Select an Aut hentication Mode screen, click to select SQL Server Authentication , and then click Next to proceed to the fol lowing screen: 5. Type sa as the Logi[...]

Change Serv er PC Name Server PC INDeX Contact Centre Modules Page 74 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Changin g the ODBC Setting s Ensure you perform the followi ng procedure for both the SD XArchiver and SDXRepository System Data Sources. 1. From the Wi ndows taskbar, click Star t, point to Settings and select Cont[...]

Change Serv er PC Name Server PC INDeX Contact Centre Modules Page 75 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 3. Select the SDXArichiver and then cl ick Configure . Note Configure – Displays the driver -specific data source setup dialog box that enables you to change the configuration of an existing system data source. Y [...]

Change Server P C Name Clie nt PC (Windows NT Workstation) INDeX Contact Centre Modules Page 76 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Client PC (Windows NT Workstation) Once the Server PC nam e has changed, you must change the ODBC settings of the SDXArchiver and SDXRepository databases as detailed in "Changi ng the [...]

PC Upgrade Overv iew INDeX Contact Centre Modules Page 77 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) PC Upgrade Overview The INDeX Contact Centr e Manager supports a m inimum of 5 (using SPC5) concurrent supervisor positions. However you can increase the number of clients, by upgrading to either the SPC10 or SPC20. This sectio[...]

A dmin istering Datab ase Backing Up and Rest oring Ov erview INDeX Contact Centre Modules Page 78 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Administering Database Backing Up and Restoring Overview The backup and restore component of M icrosoft® SQL Ser ver™ provides an important safeguar d for protecting cr itical data st[...]

A d ministering Dat abase Creating Datab ase Backup INDeX Contact Centre Modules Page 79 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Creating Database Backup When creating a database backup, the backup oper ation copies only the data i n the database to the backup file; it does not copy out unused space in the database. Because[...]

A d ministering Dat abase Creating Datab ase Backup INDeX Contact Centre Modules Page 80 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 2. Highlight the Server item (i.e. ARCHIVERSQL in the above screen) on the explorer tr ee and then from Tools menu, select Backup D atabase , the following scr een appears: 3. Using the pull down [...]

A d ministering Dat abase Creating Datab ase Backup INDeX Contact Centre Modules Page 81 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 5. Click to select Tape for the Backup Destination and then cli ck Add . Click to select Tape and then from the pull dow n arrow select Tape as displ ayed in the following scr een: 6. Click OK . 7[...]

A d ministering Dat abase Creating Datab ase Backup INDeX Contact Centre Modules Page 82 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Automatic Backu p You can automate administrative tasks using SQL Server Agent jobs. You define the job one time, yet you can run i t many times. By default the SDXArchi ver database is autom atic[...]

A d ministering Dat abase Creating Datab ase Backup INDeX Contact Centre Modules Page 83 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 3. Click “ DB Tape Backup Job for DB Maintenance Plan ‘ SDXArchiver’” ( u sing the right hand mouse button) and select Properties , the following scr een appears: 4. Click to select Enable[...]

A d ministering Dat abase Creating Datab ase Backup INDeX Contact Centre Modules Page 84 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Backup to a Remo te Device To enable the backing up of a SQL database to a rem ote backup device residi ng on a Windows N T PC the follow ing procedures m ust be carried out: On the Source SQL Ser[...]

A d ministering Dat abase Creating Datab ase Backup INDeX Contact Centre Modules Page 85 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Configure the NTFS Drive 1. Double click M y Computer. 2. Click (usi ng the right hand mouse button) the NTFS Driv e (that contains SQL Devices and Database), select Properties from the pull down [...]

A d ministering Dat abase Restoring a Datab ase Backup INDeX Contact Centre Modules Page 86 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Restoring a Database Backup Restoring a database backup retur n s the database to the same state it was in w hen the backup was created. When r estoring a database, SQL Server re-creates the da[...]

A d ministering Dat abase Restoring a Datab ase Backup INDeX Contact Centre Modules Page 87 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) This section detail s the procedure that i s required to r estore the database from the Tape Drive. 1. From the Wi ndows NT Taskbar, cl ick the Start button, point to Progr ams and Microsoft SQ[...]

A d ministering Dat abase Restoring a Datab ase to a Diff erent PC INDeX Contact Centre Modules Page 88 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Restoring a Database to a Different PC This is to hel p those who are attempting to r estore a previously backed up database onto a different machi ne. The following steps shoul d b[...]

A dministering Database Expand a Data base INDeX Contact Centre Modules Page 89 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 3. Click (usi ng the right hand mouse button) SDXArchiver and then select Properties, the fol lowing screen appear s: 4. In the Space Allocated (MB ) enter the appropriate number , click Apply and then cli[...]

INDeX Telephone Sy stem Requirements INDeX Contact Centre Modules Page 90 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Telephone System Requirements This section a ssumes that the installe r is familiar with the basic progra mming of th e INDeX Telephone System and the INDeX Program ming manual is avail able. – INDeX Tel[...]

INDeX Telephone Sy stem Requirements INDeX Contact Centre Modules Page 91 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) If the directory num bers have not been named, then the term inology for the directory num bers impl emented in the INDeX C ontact Centre Manager applications is: Agent – ACD Agent (XXXX*) – XXXX Group – A[...]

INDeX Telephone Sy stem Requirements INDeX Contact Centre Modules Page 92 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Trunk Statistics for: Calls waiting and Lost are calcul ated by totalling the stati stics for the mem bers of the trunk group. PCA and GOS are calculated for each trunk group after totaling answered cal ls (plus[...]

INDeX Telephone Sy stem Requirements INDeX Contact Centre Modules Page 93 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Tie Line Stat istics Tie Line Statisti cs are presented from the perspective of the INDeX Tel ephone System to which Access M anager/Delta Serv er is connected. Statistics for Tie Li nes and groups of Tie Line r[...]

INDeX Telephone Sy stem Requirements INDeX Contact Centre Modules Page 94 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) External Calls To/From Remote Tie Line Switch 'A' refers to the INDeX Telephone System di rectly connected to the PSTN. Switch 'B' refers to any INDeX Telephone System i ndirectly ( i.e. via [...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 22 INDeX Contact Centre Modules Page 95 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Wallboard Installation and Maintenance INDeX Wallboard 22 Introduction The INDeX Wall board 22 is a two line by 22-character tri-colour Wall board. It connects via a multi -drop cir cuit t[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 22 INDeX Contact Centre Modules Page 96 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Wall Mounting Once a location has been decided upon, a pencil may be used through the two holes in the brackets to mark its lo cation ont o the wall. Be fore drilling h oles, a suitable ut[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 22 INDeX Contact Centre Modules Page 97 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) RS485 Serial Connection The RJ45, RS485 flyi ng lead is one metr e long. It cannot be removed from the Wallboar d; therefore, this m ust be taken into consideration for the location of the[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 22 INDeX Contact Centre Modules Page 98 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Additional Equipme nt External Alarm Device for connecti on to INDeX Wall board 22 only. An external alar m device is available to supplem ent the in-built buzzer. This interface all ows a[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 22 INDeX Contact Centre Modules Page 99 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Periodi c Mainten ance and I nspecti on Cleaning Display Screen Time peri ods between cleaning depend upon local conditions and are at the discretion of the oper ator. This routi ne cleani[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 22 INDeX Contact Centre Modules Page 100 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Network Address OFF Position Represents 0 ON Position Repr esents 1 SW4 SW3 SW2 SW1 ADDRESS 00 0 0 0 00 0 1 1 00 1 0 2 00 1 1 3 01 0 0 4 01 0 1 5 01 1 0 6 01 1 1 7 10 0 0 8 10 0 1 9 10 1 [...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 22 INDeX Contact Centre Modules Page 101 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) RS485 Communi cation Systems This standard offici ally all ows 30 wall boards to be connected via a RS485 transmissi on cable of up to 1200 metres to a PC R S485 port. The PC TX+ is conne[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 10 INDeX Contact Centre Modules Page 102 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) INDeX Wallboard 10 Introduction The INDeX Wall board 10 is a singl e line display consisting of 10 tri -colour characters. It connects via a m u lti-dr op circuit to the host PC running t[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 10 INDeX Contact Centre Modules Page 103 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) To mount the display, fir st hook the bottom of the two wall brackets into the bottom rear channel r ecess of the display. See Figure 2 Fig. 7 Push display flat against the w all and upwa[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 10 INDeX Contact Centre Modules Page 104 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Serial C onnection and Configura tion An RJ45 junction box i s provided as standar d, alternativel y if requir ed an RJ45 coupler and 2 way adapter can be used. The ser ial cable is norma[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 10 INDeX Contact Centre Modules Page 105 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Baud Rate The Baud Rate can be changed to 1200, 2400, 9600 or 19200 using the di p-switch. The Baud Rate is set using sw itches 5 and 6. 5 6 Baud Rate ON ON 1200 OFF ON 2400 ON OFF 9600 O[...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 10 INDeX Contact Centre Modules Page 106 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) System Wirin g The principle for wiring up your display wal lboards is that the PC output port is connected to the input of each wallboar d. See Figure 7. The connection is RS485 and the [...]

Wallboard Installa tion and Maintenance INDeX Wallboar d 10 INDeX Contact Centre Modules Page 107 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Periodi c Mainten ance & Insp ection Cleaning Display Screen Time peri ods between cleaning depend upon local conditions and are at the discretion of the oper ator. This routi ne clea[...]

Remote Connect ion A ccess Overv iew INDeX Contact Centre Modules Page 108 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Remote Connection Access Overview Remote Access is avail able for Contact Centre Modules as an appli cation, giving customers and maintainers the ability to diagnose faults and configure the Contact Centre Modu[...]

Remote Connect ion A ccess Overv iew INDeX Contact Centre Modules Page 109 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) The following di agram shows the IN DeX Contact Centre M anager connected to a headquarters via r emote access where an INDeX Voice Manager is not present.[...]

Remote Connect ion A ccess Overv iew INDeX Contact Centre Modules Page 110 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) The following di agram shows the IN DeX CCM connected to a headquar ters via remote access where an IN DeX Voice Manager is present:[...]

Remote Conn ection Access Configu ring RA S On Server PC INDeX Contact Centre Modules Page 111 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Configuring RAS On Server PC This section detail s the procedures r equired to configur e RAS when using either Windows NT Workstation or Windows NT Server 4.0 Oper ating Systems. Install th[...]

Remote Conn ection Access Configu ring RA S On Server PC INDeX Contact Centre Modules Page 112 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 11. From the Networ k Configuration screen, select the follow ing options as displayed in the Networ k Configuration screen: – Dial out Protocol s: NetBEUI and IPX – Allow rem ote client[...]

Remote Conn ection Access Configu ring RA S On Server PC INDeX Contact Centre Modules Page 113 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 14. Uncheck Assign network number to all IPX clients , click OK . 15. From the Networ k Configuration scr een click OK . 16. From the Remote Access Setup screen, cl ick Continue , the foll o[...]

Remote Conn ection Access Configu ring RA S On Server PC INDeX Contact Centre Modules Page 114 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Create a RAS User User Manager enables you to manage security for a computer running Wi ndows NT Workstation. W ith User M anager, you can create and manage user accounts, create and manager[...]

Remote Conn ection Access Configu ring RA S On Server PC INDeX Contact Centre Modules Page 115 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 7. From the Group Mem berships screen, select Administrator and click Add as displayed in the foll owing screen: 8. Click OK . 9. From the New Us er screen, click Dialin , the followi ng scr[...]

Remote Conn ection Access Configu ring RA S On Server PC INDeX Contact Centre Modules Page 116 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Enablin g RAS at Startup 1. From the Wi ndows taskbar, click Star t, point to Settings and select Contr ol Panel. 2. From the Contr ol Panel options open Services , select Remote A ccess Ser[...]

Remote Connection A ccess Configuring Dial Up Netw orking On Client PC (Window s NT Workstation) INDeX Contact Centre Modules Page 117 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Configuring Dial Up Networking On Client PC (Windows NT Workstation) Follow the Modem manufacturer's instruction when installing the modem to the[...]

Remote Connection A ccess Configuring Dial Up Netw orking On Client PC (Window s NT Workstation) INDeX Contact Centre Modules Page 118 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) 7. From the Networ k Configuration screen, select the follow ing options: – Dial out Protocol s: NetBEUI and IPX – Allow rem ote clients running: [...]

Remote Connection A ccess Configuring Dial Up Netw orking On Client PC (Window s NT Workstation) INDeX Contact Centre Modules Page 119 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Adding Phone Num b er 1. From the Wi ndows NT desktop, double cl ick My Com puter and then double clic k Dial-up N e tworking, the fol lowing screen a[...]

Remote Connection A ccess Configuring Dial–Up Networking On Client PC (Windows 98) INDeX Contact Centre Modules Page 120 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Configuring Dial–Up Networking On Client PC (Windows 98) Follow the Modem manufacturer's instruction when installing the modem to the INDeX CCM Client PC w[...]

Remote Connection A ccess Configuring Dial–Up Networking On Client PC (Windows 98) INDeX Contact Centre Modules Page 121 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Using the D ial-Up Ne tworking 1. From the Wi ndows 98 desktop, double click M y Computer and then double click Dial- up Networking. 2. Double click the connecti [...]

Index Configuring Dial–Up Ne tworking On Client PC (Windows 98) INDeX Contact Centre Modules Page 122 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) C Client PC Install Win dows 98 .................. 48 Install Win dow s NT ................ 43 PC Name ................................. 82 Client P C W in98 Chang e ODBC Settings .[...]

INDeX Contact Centre Modules Page 123 Installation & Main tenance 38HBK00001SCM - Issue 11 (05/01) Performance figures and data q uoted in this document are ty pical, and must be specifically conf irmed in w riting by Avaya before they become applicable to any particular order or contract. The company reserv es the right to make alterations or [...]