cie 10 system administrator en[1]

User ManualCustomer Interaction Express 1.0System Administrator

Edition: 1.103/08/2007

COMPAS ID: 116791

© Copyright Comergo GmbH 2007All Rights ReservedCopying or passing on information from this document or extracts in any form or in any way, be it graphically, electronically or mechanically, by photocopying, recording on disk or tape or saving to a data query system is not permitted unless written permission has first been obtained from Comergo. All technical data, information and properties of the product described in this document have been compiled to the best of our knowledge at the time of going to print.Subject to modification and improvements to the product in the course of technical developments.

COMPASThis document is also available in the COMPAS database. The COMPAS ID for this document is 116791.

Customer Interaction Express

Edition: 1.1 03/08/2007 5

About this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Questions about this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Who is part of the target group? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17What kind of information is provided here? . . . . . . . . . . . . . . . . . . . . . . . . 17What kind of information is not provided? . . . . . . . . . . . . . . . . . . . . . . . . 17How is this manual organized? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Which styles are used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Which edition are you reading? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18What has changed since the last edition? . . . . . . . . . . . . . . . . . . . . . . . . 18Where can you find additional information? . . . . . . . . . . . . . . . . . . . . . . . 19Where can you get additional support? . . . . . . . . . . . . . . . . . . . . . . . . . . 20

How do you get a printed copy?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Printing the manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Installing the server components. . . . . . . . . . . . . . . . . . . . . . . . . . . 23Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Safety instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Procedure: Step-by-step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Windows Server 2003 R2 operating system . . . . . . . . . . . . . . . . . . . . . . . 24If you want to update a previous release . . . . . . . . . . . . . . . . . . . . . . . . . 24Do not replace files manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Security certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Release designations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

CIE database access rights and security . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Access for installation and updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Security provided by the Reporting and Realtime Information servers . . . . . . . . . . 26Access in the CIE UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26More information on Sybase security . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

CIE requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27PC for the CIE server connected to the I55. . . . . . . . . . . . . . . . . . . . . . . . 27I55 PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27PC for CIE server connected to ACM. . . . . . . . . . . . . . . . . . . . . . . . . . . 28ACM PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Software for the CIE server PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Optional software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Installing the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30License per user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30BIOS: Power Management must be disabled. . . . . . . . . . . . . . . . . . . . . . . 30Very important when installing WindowsServer 2003 . . . . . . . . . . . . . . . . . . 30

Operating system settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Deactivate Error Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Page file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Power Options Properties settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Guided installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Information and functions in the guided installation. . . . . . . . . . . . . . . . . . . . 35

Contents

Contents

6 User Manual CIE 1.0 System Administration

Using the guided installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Entering default settings centrally. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Installing components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Checking the operating system prerequisites. . . . . . . . . . . . . . . . . . . . . . . 38InstallShield scripting engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Java Development Kit (JDK) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Jakarta Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40WebLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Base components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Naming service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43License client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44TTrace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45UISessionManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Task reporting database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Chap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52ACM PBX driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52ACM task server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52ComMan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52I55 task server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Contact Center Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Contact Center Additional. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Contact Center Realtime Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Contact Center Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Address book server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Report Generator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Report Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Update server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Watchdog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Preconfiguration for the Watchdog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Where are the prepared files? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Configuring using Watchdog Config . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Working with distributed systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Starting WebLM for the first time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Installing licenses in WebLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66More information on WebLM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Update server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Client configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Starting a CIE system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Contents

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Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Logging in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Starting the dialog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Client on CIE server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Processes that run on a CIE server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Default processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Processes: I55 PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Processes: ACM PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Processes: UMR (email system) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Watchdog samples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Logging CSTA messages (I55 only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Starting the dialog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Time interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Upgrading an installed version BCC V4.x . . . . . . . . . . . . . . . . . . . . . . . . . . . 78If you are using version BCC V2 or BCC V3.x . . . . . . . . . . . . . . . . . . . . . . 78Check agent admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Step 1: Backing up the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Step 2: Removing the BCC software . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Step 3: Install the base components. . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Step 4: Updating Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Step 5: Switching to Unicode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Step 6: Upgrading the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Step 7: Installing the components normally. . . . . . . . . . . . . . . . . . . . . . . . 83Upgrading UMR 1.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Installing the client components . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Do not replace files manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Which client components are provided? . . . . . . . . . . . . . . . . . . . . . . . . . 85Client on CIE server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Step 2: Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Requirements for client packages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Administrator rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Before installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Checking the workstation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89What information do you need for the installation? . . . . . . . . . . . . . . . . . . . . 89

Installing the client components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Step 1: Launch the bootstrapper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Step 2: Install the base components. . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Step 3: Install the license client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Contents


Step 4: Install the CIE user interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Step 5: Install the update client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Step 6: Install the languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Step 7: Close the bootstrapper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Silent installation without update client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Windows Installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Contact Center User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Contact Center User Interface Locales . . . . . . . . . . . . . . . . . . . . . . . . . . 97Update Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97License Client.msi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Updating and uninstalling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Refreshing views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Changing the settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Uninstalling components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Installing applications separately . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Localization [locales] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100License client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Update client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Connecting to ACM (Avaya Communication Manager) . . . . . . . . . . . . . . . 103Introduction on connecting to ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Illustration of components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Components for connecting to the Avaya Communication Manager . . . . . . . . . . . 104ACM PBX driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104PBX task server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Voice Extension Adapter (VEA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Common Hardware Abstraction Platform (CHAP) . . . . . . . . . . . . . . . . . . . . 106CHAP Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106References to Avaya documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 107ACM features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Required licenses for AES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Features that are not supported by the CIE-ACM connection . . . . . . . . . . . . . . 108Features that you must not activate on the telephone . . . . . . . . . . . . . . . . . . 108Note for the ACM PBX call flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Step 2: Setting up the IP tie line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Optional: OUTCC setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Step 3: Installing PBX driver, CHAP and PBX task server . . . . . . . . . . . . . . . . 110Step 4: Configuration in the UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Preparations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Your knowledge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Which telephones are configured? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Setting up the IP tie line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114IP tie lines for IP topics, queues and Voice Control (VC) . . . . . . . . . . . . . . . . . 114Prerequisites for examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Setting up the PC names (node names) . . . . . . . . . . . . . . . . . . . . . . . . . 116Setting up one or more signaling groups . . . . . . . . . . . . . . . . . . . . . . . . . 117

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Codec set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Setting up a trunk group with signal group assignment. . . . . . . . . . . . . . . . . . 120Changing the dial plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Changing the settings for AAR (automatic alternate routing) . . . . . . . . . . . . . . . 128Setting up a route . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Checking the signaling group and trunk group . . . . . . . . . . . . . . . . . . . . . . 130

OUTCC setup (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Dial plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Setting up external OUTCC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133Setting up internal OUTCC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133Calling number manipulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Installing the PBX driver, CHAP and PBX task server . . . . . . . . . . . . . . . . . . . . 136Installing the PBX driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Installing the CHAP component. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Installing the PBX task server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Installing Wireshark Network Protocol Analyzer (optional) . . . . . . . . . . . . . . . . 140Shutting down and restarting the PC . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Starting processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Configuring numbers in the ACM and CIE for open networks . . . . . . . . . . . . . . . . 142What is an open network in the CIE system?. . . . . . . . . . . . . . . . . . . . . . . 142Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Configuration in the UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Configuring the PBX link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Configuring topic access codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Configuring queue devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Supported queue formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Setting up an announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Setting up announcement scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Configuring the CHAP (setting up topics and queue devices) . . . . . . . . . . . . . . 147Configuring telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Checking the function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149Ring tone setup for CHAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Connecting Voice Control to an ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Load sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Installed components on a separate server. . . . . . . . . . . . . . . . . . . . . . . . 153Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Connecting to I55 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Connecting an I55 PBX with L02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155Connecting an I55 PBX using an ISDN card . . . . . . . . . . . . . . . . . . . . . . . 156Optional: DSPF controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Installing the I55 task server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Connecting to L02. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Configuring the PBX in the user interface . . . . . . . . . . . . . . . . . . . . . . . . 158Access is not working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159CTI connection is interrupted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

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Installing the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Which ISDN cards can you use? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Updating the drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Checking the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Checking the CAPI driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Where to get further information?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Connecting the PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163Module in the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163ISDN connection configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163PBX configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Measures to prevent the PBX from connecting to the data network and vice versa . . . 164

Module Manager (Communication Manager) . . . . . . . . . . . . . . . . . . . . . . . . . 165Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165PBX with L02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Preconfiguration for Module Manager (Communication Manager) . . . . . . . . . . . . . . 168Check the type of start and set reactions upon service failure . . . . . . . . . . . . . . 168Changing the configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Checking the connection with the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . 169Creating a log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Configuring the PBX in the user interface . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Country Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

DSPF controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Connecting the VT box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Starting Voice Control for the first time . . . . . . . . . . . . . . . . . . . . . . . 175Using Voice Control with a connection to an ACM . . . . . . . . . . . . . . . . . . . . . . 175

Illustration: Voice Control in the CIE system . . . . . . . . . . . . . . . . . . . . . . . 175Mode of operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Processes when starting a CIE system with Voice Control . . . . . . . . . . . . . . . . 176Connecting to the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Special aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Using Voice Control with a connection to an I55 . . . . . . . . . . . . . . . . . . . . . . . 178Illustration: Voice Control in the CIE system . . . . . . . . . . . . . . . . . . . . . . . 178Mode of operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179Processes when starting a CIE system with Voice Control . . . . . . . . . . . . . . . . 179Connecting to the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Special aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Step 2: Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Step 3: Configuration and startup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

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Mail server and mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Supported WAV formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186License server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186License Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186Installing new licenses during operation . . . . . . . . . . . . . . . . . . . . . . . . . 187

Installation files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Folder for Voice Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188ARS and TTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Installing S0 ISDN cards (I55). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Physically installing the ISDN cards . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Installing the ISDN cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Checking the CAPI driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Where to get further information?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190Which is ISDN card 1 and which is ISDN card 2? . . . . . . . . . . . . . . . . . . . . 190Which is controller 1 on the ISDN card and how do I need to wire it? . . . . . . . . . . 191Uninstalling the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Configuration PBX I55 for S0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Configuring the ICU data for the digital S0-user . . . . . . . . . . . . . . . . . . . . . 192Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Installing S2M ISDN cards (I55). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Physically installing the S2M card . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Installing the S2M card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Configuring the Diva Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Detecting the driver version installed . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Updating the driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194RJ45 pin allocation for the ISDN card connection . . . . . . . . . . . . . . . . . . . . 194Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195Uninstalling the S2M card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Configuration PBX I55 for DTS2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196Configuring the ICU data for the digital S0-user . . . . . . . . . . . . . . . . . . . . . 196Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Installing Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Updating Tiva 2.x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Installing ASR and TTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199Special aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199Installing ASR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199Installing OSR 3.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Installing the languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Note for licence server OSR 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Installing existing speech recognition software (ASR) . . . . . . . . . . . . . . . . . . 201Installing TTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Installing Nuance RealSpeak 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Installing the languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203Installing existing text-to-speech software (TTS) . . . . . . . . . . . . . . . . . . . . . 203Configuring languages in Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . 204

Changing the port configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Connecting to an ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Connecting to an I55 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

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Configuring Voice Control when connecting to an ACM . . . . . . . . . . . . . . . . . . . 209Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Configuring the VU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Assigning numbers in CHAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211Assigning Voice Control to a task server . . . . . . . . . . . . . . . . . . . . . . . . . 212

Configuring Voice Control when connecting to an I55 . . . . . . . . . . . . . . . . . . . . 213Configuring the VU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Note when configuring topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Creating IVR scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Entering the default script for errors . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Creating the task flow set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Starting Voice Control manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Voice Control in the PBX network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Voice Control service and maintenance . . . . . . . . . . . . . . . . . . . . . . . 217Help with problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Condition in the Logic element is not processed correctly . . . . . . . . . . . . . . . . 217IVR script is not loaded by Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . 217Voice Control does not receive any calls (only applicable if connected to an I55) . . . . 218Overload prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Windows registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Settings useful reporter categories for TTrace . . . . . . . . . . . . . . . . . . . . . . 220Changing the host names of the CORBA naming service, TTrace server or CTI server settings221Uninstalling Voice Control with the SpeechPearl engine . . . . . . . . . . . . . . . . . 221

TTrace commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222VC_ShowSystemInfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222VC_ShowControllerStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222VC_ShowConnectionStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223VC_ShowScriptStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223VC_ShowIVRStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224VC_ShowCallReporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224VC_AbortScript . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224VC_ShowBCCStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225VC_ShowLicenseStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225VC_ShowTSEInfo. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225VC_ShowTSErouteVoiceMessages . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Installing the UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Step 2: Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Step 3: Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Preparations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232Switching off the NT kernel mode printer driver . . . . . . . . . . . . . . . . . . . . . 232Switching off Display Shutdown Event Tracker . . . . . . . . . . . . . . . . . . . . . . 233

Installing UMR components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234

Contents

Edition: 1.1 03/08/2007 13

Use the host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234Installing the CIE system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234Java Development Kit (JDK) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235Step 1: Installing UMR (select components) . . . . . . . . . . . . . . . . . . . . . . . 236Step 2: Installing UMR (settings) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237Step 3: Installing UMR (updating the database) . . . . . . . . . . . . . . . . . . . . . 240Step 4: UMR Core Locales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241Step 5: Installing UMR Archiving (RoD) . . . . . . . . . . . . . . . . . . . . . . . . . 242Step 6: Installing the address book server . . . . . . . . . . . . . . . . . . . . . . . . 245

Startup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246Defining the start sequence of processes in Watchdog . . . . . . . . . . . . . . . . . 246Default processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246Processes: UMR (email system) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Uninstalling components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248C3k database is not deleted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Setting up UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Connecting a CIE system to mail systems . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Illustration: CIE system with UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250List of UMR components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251Changes that are blocked in the CIE system . . . . . . . . . . . . . . . . . . . . . . . 252

Example: Setting up and testing UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253Settings for the example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253Step 1: email settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Step 2a: Setting up a topic - SMTP variant . . . . . . . . . . . . . . . . . . . . . . . . 255Step 2b: Setting up a topic - POP3 variant . . . . . . . . . . . . . . . . . . . . . . . . 255Step 2c: Setting up a topic - IMAP4 variant . . . . . . . . . . . . . . . . . . . . . . . . 256Step 3: Setting up an agent group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257Step 4: Setting up an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257Step 5: Creating a task flow set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258Step 6: Publishing the UMR domain . . . . . . . . . . . . . . . . . . . . . . . . . . . 259Step 7: Using POP3 or IMAP4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259Step 8: Sending a sample email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260Step 9: Using UMR WebClient as an agent . . . . . . . . . . . . . . . . . . . . . . . 260

Configurations in the UMR Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . 261Tabs in the UMR Administrator for UMR . . . . . . . . . . . . . . . . . . . . . . . . . 261User tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261What settings can be configured only in C3000? . . . . . . . . . . . . . . . . . . . . . 262Themes/domains tab (Topics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263Themes/domains tab (Topics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Security tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

SMS gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Terminals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Configuration and operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

C3000 fax gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270FAX3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270Storing received messages temporarily . . . . . . . . . . . . . . . . . . . . . . . . . 270Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Contents


Advanced configuration in the UMR Administrator . . . . . . . . . . . . . . . . . . . . 272General tab — General settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272General tab — Controlscript settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 273Call options tab — General Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273Call options tab — Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275Port Manager — Net ports tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277Port Manager — Port assignments tab . . . . . . . . . . . . . . . . . . . . . . . . . . 278Port Manager — Configurations tab . . . . . . . . . . . . . . . . . . . . . . . . . . . 279Portmanager — Configuration — Netport tab . . . . . . . . . . . . . . . . . . . . . . 279Port Manager — Configuration — Fax tab . . . . . . . . . . . . . . . . . . . . . . . . 280Port Manager — Configuration — Extension tab . . . . . . . . . . . . . . . . . . . . . 281Warnings — Warningsystem tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283System messages (realtime manager information) . . . . . . . . . . . . . . . . . . . . 285Extended tab — Fax Footer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285Settings in the Windows registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288How do I include cover sheets for the fax transmission? . . . . . . . . . . . . . . . . . 289Placeholders variable for cover sheets . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Connection to Microsoft Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292What do I have to configure in DNS/ADS and in UMR Administrator? . . . . . . . . . . 292Set up domain/subdomain and mail server . . . . . . . . . . . . . . . . . . . . . . . . 292Seting up a contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293Setting up a distribution group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293Include the contact as a member in the distribution group . . . . . . . . . . . . . . . . 294UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 294Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 295

Connection to GroupWise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296What do I have to configure in DNS, GroupWise and in UMR Administrator? . . . . . . 296Configuring DNS and GroupWise Internet agent . . . . . . . . . . . . . . . . . . . . . 296Setting up a distribution list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296Setting up an external mailbox / domain with an external user . . . . . . . . . . . . . . 297Establishing the connection between the customer domain and the non-GroupWise-domain297UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 297Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 298

Connecting to Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299Was do I need to configure in Lotus Notes? . . . . . . . . . . . . . . . . . . . . . . . 299Set up global domain in the Domino Directory . . . . . . . . . . . . . . . . . . . . . . 299You have now set up a foreign SMTP domain . . . . . . . . . . . . . . . . . . . . . . 300Enabling SMTP on Domino server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301Setting up a new group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 302Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 302

Address book connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303Address Book Administration module. . . . . . . . . . . . . . . . . . . . . . . . . . . 303Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304Possible rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Reply address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305Email reply address for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305Email reply address for topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

Querying the filling level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Contents

Edition: 1.1 03/08/2007 15

Settings in UMR Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Recommendation for TTrace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307Load protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307Configuring text blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307Setting privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

Database maintenance and repair . . . . . . . . . . . . . . . . . . . . . . . . . . 309Backing up the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

What is a backup server? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309Guidelines for backing up the master database . . . . . . . . . . . . . . . . . . . . . 309Guidelines for backing up the CIE database . . . . . . . . . . . . . . . . . . . . . . . 309Online help for Sybase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Backing up the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Backing up a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Restoring the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Increasing the size of a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312When must you increase the size of the database? . . . . . . . . . . . . . . . . . . . 312Increasing size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312

System diagnostics with stored procedures. . . . . . . . . . . . . . . . . . . . . . . . . . 313Used and free database memory capacity . . . . . . . . . . . . . . . . . . . . . . . . 313Current connections to the database server . . . . . . . . . . . . . . . . . . . . . . . 314

Advanced database configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315Working memory (max memory) used . . . . . . . . . . . . . . . . . . . . . . . . . . 315Improving database access time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316Multi-processor mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319OmniNames does not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Possible reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319Error elimination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

The reporting viewer or WebLM is not working . . . . . . . . . . . . . . . . . . . . . . . . 320Possible reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320

Tomcat applications are not running . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321Message cannot be sent via SMTP Connector . . . . . . . . . . . . . . . . . . . . . . . . 321

Possible reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323Setting in Sybase Central: Connection profile. . . . . . . . . . . . . . . . . . . . . . . . . 323

Advantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323Creating a connection profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

Outputting the installed software versions . . . . . . . . . . . . . . . . . . . . . . . . . . 324WhatIsInstalled tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324Outputting to a file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Remote maintenance with PC Anywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . 324Ports used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325

TCP ports used by CIE system processes . . . . . . . . . . . . . . . . . . . . . . . . . . 325

Contents


Well known ports from 0 to 1023 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325Registered ports from 1024 to 49151 . . . . . . . . . . . . . . . . . . . . . . . . . . . 325Dynamic or private ports from 49152 to 65535 . . . . . . . . . . . . . . . . . . . . . . 327

Ports used by services of a CIE server operating system. . . . . . . . . . . . . . . . . . . 329TCP ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329UDP ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335

About this manual

Edition: 1.1 03/08/2007 17

About this manual

Questions about this manualBefore you start reading you might have questions regarding this document. We will answer some questions to start with.

Who is part of the target group?

This manual is intended for people installing and configuring a CIE system Customer Interaction Express). It makes no difference whether you are using this document in printed or online form.

Use this manual, as you see fit, for reference purposes or to learn how to install and configure a CIE system.

What kind of information is provided here?

This manual contains information about installing and configuring a CIE system.

What kind of information is not provided?

This manual does not contain information about operating the applications of the CIE system.

How is this manual organized?

This document leads you through the installation and configuration of a CIE system step by step. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic.

Which styles are used?

The documentation uses the following styles.

• Commands, menus, buttons and field names are provided in bold.

• English terms are enclosed in curly bracket "[ ]".

• German terms are enclosed in curly bracket "{ }".


Which edition are you reading?

The following table lists information about this edition.

What has changed since the last edition?

The following table shows the history of this document.

Compiled on: March 5, 2007

Based on: CIE system version 1.0.1 installation

User interface installation

Editor Andreas Marquardt

Available as: Acrobat Reader file

Version Date Changes

CIE 1.0 11/29/2006 Final version

CIE 1.0 12/07/2006 Added to topic: Features not supported by the CIE ACM connection

Note for the ACM PBX call flow

CIE 1.0 02/12/2007 Connection to Microsoft Exchange, GroupWise, Lotus Notes

Tomcat

About this manual

Edition: 1.1 03/08/2007 19

Where can you find additional information?

This manual describes necessary knowledge and prerequisites. Instructions you need to install and configure a CIE system are also provided.

You will find information regarding the operation of CIE system applications in the following operating instructions. You can also use these documents in printed form (Acrobat Reader) or online.

• User Manual Customer Interaction Express 1.0 Configuration

• User Manual Customer Interaction Express 1.0 Task Flow Editor

• User Manual Customer Interaction Express 1.0 User Interface

• User Manual Customer Interaction Express 1.0 Wallboard

• User Manual Customer Interaction Express 1.0 Dialer

• User Manual Customer Interaction Express 1.0 IVR Editor

• User Manual Customer Interaction Express 1.0 Address Book Administration

• User Manual Customer Interaction Express 1.0 Text Block Administration

• User Manual Customer Interaction Express 1.0 UMR Archiving

• User Manual Customer Interaction Express 1.0 WebClient

• User Manual TTrace User

• Installation and Configuration TTrace

• User Manual Watchdog


Where can you get additional support?

You can get additional support on the Internet. You can send us an email or use our hotline.

Information on the Internet

You can find information on the Internet on the following sites.

http://www.avaya.com

http://www.comergo.com

http://www.tenovis.com

http://www.tenovis-comergo.com

About this manual

Edition: 1.1 03/08/2007 21

How do you get a printed copy?You would rather read this manual on paperthan on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual.

The manual is printed in A4 format. and consists of about 344 pages.

Prerequisites

The following conditions must be met if you want to print this document.

• You need the CIE DVD.

• An Acrobat Reader of at least Version 5 or higher must be installed on your PC. You find the software on the CIE DVD.

• A graphics-capable printer must be connected to your PC.

Printing the manual

You want to print this document.

1. In the file manager, open the doc folder on the DVD.

2. Double-click cie_10_sysadministrator_en.pdf. The Acrobat Reader application opens and shows the manual.

3. Select Print from the File menu of the Acrobat Reader application. The file is printed.

Installing the server components

Edition: 1.1 03/08/2007 23


Important informationPlease observe the following notes before you start the installation.

Safety instructions

Password

Keep the following rules in mind when setting your password.

• The password must be at least 8 characters long.

• The password must contain a combination of at least three of the following character types: Lower-case letters, upper-case letters, numbers, special characters

• Do not use your first name, last name, or any other personal information.

• For security reasons, you must change your password every 90 days.

• Passwords are case-sensitive.

Operating system

Always use the latest security patch from Microsoft.

More information

For more information, consult the current Avaya guidelines.

See also: http://support.avaya.com/security

Procedure: Step-by-step

This manual describes how you install and configure the components of a CIE system step-by-step. You have to do one step before you can do the next. If you do not keep to the order of steps, the CIE system may work incorrectly or not at all.

The CIE system has a convenient guided installation to help you.

http://support.avaya.com/security


Windows Server 2003 R2 operating system

Please note that the following instructions describe the installation for the Microsoft® Windows Server 2003 operating system. English is the language of the operating system.

If you want to update a previous release

If a previous release of a CIE system is installed, see the following topics for the correct instructions.

“Upgrading an installed version BCC V4.x” on page 78

Do not replace files manually

To ensure the version is updated, you must not manually replace files (such as EXE files). This causes errors when you update a version. Once you change a version manually, you can no longer update it automatically.

To update a version, use the guided installation.

Synchronization

Please ensure that all computers linked to the CIE system are synchronized. You can do so using the Synchronization tool. You should avoid any time differences of more than 60 seconds. Differences of more than 60 seconds can cause reporting errors or can block the CIE system.

Please run the synchronization using small intervals.

Security certificate

If you are using the Web applications of the CIE system via HTTPS (SSL encryption), a security warning will be displayed notifying you that the security certificate for the site is deficient.

The following message is displayed. This CA Root certificate is not trusted because it is not in the Trusted Root Certification Authorities store.

Note: A valid security certificate is not part of the CIE system.

If you want to avoid security warnings for SSL, you must obtain a valid security certificate from a certification service provider.


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Release designations

Server

The version of the server setup is identified as follows:

<Major>.<Minor>.<Patch>.<Build>

Example: 1.0.45.4300

1 major version number0 minor version number45 patch number 4300 build number

Major and minor refer to the product version (CIE 1.0).

Patch and build number are only significant within development. The patch number is incremented by one each time a complete release is built. At the same time, the hundreds digit of the build number is incremented. If a new setup is required due to a serious error in a component or setup, the last digit in the build number is incremented for the setup.

User Interface

The version for the UI setup is identified in the same way. The only difference is the patch number, which has three digits.

<Major>.<Minor>.<Patch>.<Build>

Example: 1.0.501.4300

The hundreds digit of the patch number is incremented when the language files are retranslated. This acknowledges that the new language DLLs are incompatible with the previous language version. As for the server setup, the last two digits of the patch number are incremented for each new complete build.

The patch number of the UI setup does not have to correspond to the number range of the server. Connections between the UI and the server are only evident from the build number.


CIE database access rights and securityAn CIE system uses a relational database from the internationally renowned manufacturer Sybase. The access rights and security features of the database are regulated by the implemented user administration of Sybase.

Access for installation and updates

For access to the database used, the CIE system uses a user created by the Sybase administration. For installation and update procedures, the system uses the Sybase administrator for access. Access to the database and its data is only given to this user, using the corresponding passwords.

Security provided by the Reporting and Realtime Information servers

Within the database, the CIE system works with identifiers. These identifiers can only be assigned to readable user names in a database table.

CIE reporting data are saved in the CIE database in coded form as basic values. Only the SG server CIE process can evaluate these basic values using programmed algorithms and generate readable reporting data from them.

Access in the CIE UI

Access to reporting generation is controlled using the CIE user interface and its user authorizations. You must have a user ID and a password for that user ID to access the UI. Additional privileges control which reporting types can be filled by which content by the user. Authorizations and privileges are assigned when you configure the CIE system.

Further security for the data is offered by the implemented "Four-Eye Principle". This principle allows access to reporting data only when two passwords are entered. This enables works councils and other employee representatives to fulfill their rights.

More information on Sybase security

For more information on Sybase and security, see:

http://www.sybase.com/products/informationmanagement/adaptiveserverenterprise/datasecurity


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CIE requirementsYou need the following components with the respective properties for a CIE system connected to an I55 PBX.

PC for the CIE server connected to the I55

You must have the following minimum hardware requirements for a CIE server on a I55 PBX. The requirements may be higher (number of servers) depending on the number of calls and whether you use Voice Control and UMR.

• PC Intel Pentium IV 3.0 GHz processor (or comparable) or higher

• At least 1024 MB of SDRAM (2 GB recommended)

• At least one free PCI slot

• Hard disk with sufficient disk space (at least 20 GB available)

• DVD-ROM drive

• Multi-functionkeyboard

• Pointer (mouse)

• USB port (for VTB)

• Network card (Ethernet card)

• VTB (You need the VTB to import texts as wav files to the DSPF.)

• ISDN S0 card (not applicable if you are using an I55 PBX with L02)

I55 PBX

The I55 PBX must meet the following requirements.

• I55 PBX

• Software release E070V08_1_6_4 or higheror System software L021V00_1_1_1.0 or higher


PC for CIE server connected to ACM

You must have the following minimum hardware requirements for a CIE server connected to an ACM PBX. The requirements may be higher (number of servers) depending on the number of calls and whether you use Voice Control and UMR.


• At least 1024 MB of SDRAM (2 GB recommended)


• DVD-ROM drive


• Pointer (mouse)


ACM PBX

The PBX ACM must meet the following requirements.

• ACM PBX

• Software release ACM 3.1 or higher

• Software release AES 3.1 or higher


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Software for the CIE server PC

You need the following software for a CIE server.

• Microsoft® Windows Server 2003 R2 32 bit Edition (English) and Update List from Microsoft® (hotfix)orMicrosoft® Windows Server 2003 Service Pack 1 32 bit Edition (English)

• Sybase Version 12.5.3 (the CIE setup files contain the corresponding software)

Optional software

We recommend installing the following software with a CIE system.

• Acrobat Reader to read or print CIE documentation

• Driver software (CAPI 2.0 32 bit) for ISDN card (for I55 PBXs only)(the CIE setups files contain the corresponding software)

Proxy server

In general, a proxy server (HTTP proxy) is used to access the Internet in a company network. It is possible to use an automatic configuration script for the LAN settings.

In order for the Web applications of the CIE system to work correctly, you must set the relevant exceptions in the LAN settings of the browser or modify the automatic configuration script accordingly.

Consult the system administrator of your company network.


Installing the operating systemPlease observe the following points when installing Windows Server 2003.

License per user

License the operating system per user.

BIOS: Power Management must be disabled

A CIE server constantly processes messages from the PBX. The performance of the CIE server must not be reduced by Power Management offered by some manufacturers. Power Management can switch the processor and the hard disk to power-saving mode.

Switch off (disable) all Power Management functions.

Very important when installing WindowsServer 2003

Carry out a standard installation of Windows Server 2003. Observe the following items.

• If possible, create a second partition for installing the CIE server software. The partition must be at least 6 GB. Format the partition with the NTFS file system with a block size of 2K.

• Do not forget to set the time to that of your local time zone and to activate daylight savings time.

• Install TCP/IP as the network protocol.

• When assigning the computer name, you may only use letters and digits. You cannot use underscores in the name. The name must begin with a letter. The computer name can consist of up to 30 alphanumeric characters.

• Do not install SNMP.


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Operating system settingsYou need to configure some of the operating system settings to be able to use a CIE server. For more information see to the Windows Help, a Windows manual or the hardware manufacturer's instructions.

Deactivate Error Reporting

You must deactivate Error Reporting. Proceed as follows:

1. In the Control Panel, open System.

2. Click the Advanced tab.

3. Click Error Reporting.

4. Select Disable error reporting.

5. Click OK to save your settings.

Page file

Windows Server 2003 automatically sets the size of the page file.

IP address

The CIE server needs a permanent IP address.

User

Create a user and password. Give this user administration rights. For security reasons do not use the same user and password for every system you install.

Carry out all further installation steps using this user account.

Use this user account to operate the CIE server.

The user must have rights to start services.


Power Options Properties settings

The figure shows the settings for Power Options Properties.


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Guided installationA guided installation helps you install all server components. The guided installation lets you install, update or remove components.

Solution units

The guided installation is divided into the following solution units.

• One Server Standard Solutions

• Two Server Standard Solutions

• Packages (Advanced)

• Custom (Advanced)

Function units

Each solution unit is divided into function units. A function unit can be Voice ACM, email, IVR for example. Each function unit contains the required components. The function unit in the example contains all components you need if you want to install a CIE system on an ACM with email and IVR. Each component has an icon indicating its installed status. This gives you an overview of which components you still need to install.

Note

The guided installation helps you with the installation, but you must install the individual components manually. There is no automatic installation for all components for a solution or for a function.

Components

You can use the guided installation to install the following components. You can check the current version.

Component Reference

InstallShield scripting engine “InstallShield scripting engine” on page 38

Java Development Kit “Java Development Kit (JDK)” on page 39

Jakarta Tomcat “Jakarta Tomcat” on page 40

WebLM “WebLM” on page 41

Base components “Base components” on page 42

Naming service “Naming service” on page 43

License client “License client” on page 44

Trace system “TTrace” on page 45

UISessionManager “UISessionManager” on page 46


Sybase “Sybase” on page 47

Database “Database” on page 49

Task reporting database “Task reporting database” on page 51

Chap “Installing the PBX driver, CHAP and PBX task server” on page 136

ACM PBX driver “Installing the PBX driver, CHAP and PBX task server” on page 136

PBX task server “Installing the PBX driver, CHAP and PBX task server” on page 136

ComMan “Module Manager (Communication Manager)” on page 165

I55 task server “Installing the I55 task server” on page 157

DSPF controller “DSPF controller” on page 172

Contact Center Core “Contact Center Core” on page 53

Contact Center Additional “Contact Center Additional” on page 54

Contact Center Realtime Information

“Contact Center Realtime Information” on page 55

Contact Center Reporting “Contact Center Reporting” on page 56

Voice Control “Installing Voice Control” on page 198

UMR Core “Installing UMR components” on page 234

UMR Core Locales “Installing UMR components” on page 234

UMR Archiving (RoD) “Installing UMR components” on page 234

Address book server “Installing UMR components” on page 234

Report Generator “Report Generator” on page 58

Report Viewer “Report Viewer” on page 59

Update server “Update server” on page 60

Watchdog “Watchdog” on page 61

Component Reference


Edition: 1.1 03/08/2007 35

Information and functions in the guided installation

The guided installation shows the following information.

Displays

The table below shows the information in the guided installation.

Buttons

The following table shows the buttons in the guided installation.

View option Explanation

Component name Indicates the name of the component.

Required version Indicates the version required.

Enclosed version Indicates the version of the current setup.

Installed version Indicates the version of the installed component if it is already installed.

Version check Indicates whether the component is up to date. Ok means you do not need to update. Failed means you need to install the component.

Reboot necessary Indicates that you must restart your PC after installing the component.

Required disk space (maximum value of selected package)

Indicates the disk space required for the component.

Required disk space (maximum value of all setup-packages)

Indicates the disk space required for all components.

Button Explanation

Install Starts the component installation.

Modify, Repair Updates the component.

Remove Removes the component.

Finish + Reboot Ends the guided installation and restarts your PC.

End Ends the guided installation.


Icons

The following table shows the icons in the guided installation.

Icon Explanation

The installed component is compatible. You can update the component but it is not necessary to do so.

Component is not installed.

The installed component is not up to date. You must update the component.

Component is installed in the current version.

Cannot determine the component version.


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Using the guided installation

Starting the dialog

To start the guided installation, follow these steps.

1. Double-click Guideline.exe. The Installation Customer Interaction Express Version dialog opens.

2. Click Next. The End-User License Agreement (license agreement) dialog opens.

3. To accept the license agreement, click I Agree. You can install the components one after the other. If you accept the license agreement centrally, a separate license agreement does not appear when you install the individual components.

Installing a component

1. To install a component, go to the required component.

2. Click Install. The setup for that component opens.

Updating a component

1. To update a component that is already installed, click Modify/Repair. 2. The setup for that component opens.

Removing a component

1. To remove a component that is already installed, click Remove.

Entering default settings centrally

You can specify the following settings in the guided installation. These are accepted by the installations as the default settings. This saves you from having to make the same settings in each installation.

Settings Explanation

InstallPath Specifies the folder where the components are installed. In general, use the default setting c:\Programs\Avaya\CIE.

To change the folder, click .

Host name of the CORBA Naming Service

Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name.

Port As a general rule, use the default port 2809.

Host name of Trace system server

Specify the host name or TCP/IP number of the PC running the trace server.


Installing componentsThe following topics describe how to install components one at a time. The guided installation guides you through the installation.

Checking the operating system prerequisites

The following prerequisites must be met if you want to install the server components for a CIE system successfully.

• You must log in as the correct user with the necessary rights.

• All other Windows applications are closed.

• Write down the users and passwords and keep them in a safe place.

InstallShield scripting engine

You need the InstallShield scripting engine to be able to install WebLM.

To install the InstallShield scripting engine, follow these steps.

1. The guided installation is started. Select InstallShield Scripting Engine.

2. Click Install. The Welcome dialog opens.

3. Click Next. The License Agreement dialog opens.

4. Select I accept the terms in the license agreement. 5. Click Next. The Ready to Install the Program dialog opens.

6. Click Install. The installation takes about five seconds.

7. Click Finish. The installation is complete.


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Java Development Kit (JDK)

Installation

To install Java Development Kit, follow these steps.

1. The guided installation is started. Select Java Development Kit. 2. Click Install. The License Agreement dialog opens.

3. Select I accept the terms in the license agreement. 4. Click Next. The Custom Setup dialog opens.

5. In the window, click Public JRE and select Don’t install this feature now. Note: If you create a different installation path, be sure to replace only C:\Program Files. The path must contain ...\Java\jdk1.5.0_07!

6. Click Next. The installation takes about a minute. The Installation finished dialog opens.


Preconfiguration

We recommend that you disable the automatic update for Java. Proceed as follows:

1. Click Start - Control Panel - Java. The Java Control Panel dialog opens.

2. Click the Update tab.

3. Clear the Check for Updates Automatically check box. The Java Update - Warning message appears.

4. Click Never Check.

5. Click OK.


Jakarta Tomcat

To install Jakarta Tomcat, follow these steps.

1. The guided installation is started. Select Jakarta Tomcat. 2. Click Install. Depending on your PCs security settings, a security warning may appear. Run the

software. The Welcome dialog opens.


4. To accept the license agreement, click I agree. The Choose Components dialog opens.

5. Also select Service.

6. Click Next. The Choose Install Location dialog opens. Use the default setting.

7. Click Next. The Configuration dialog opens. Enter the following settings.

8. Click Next. The Java Virtual Machine dialog opens. Enter the folder used with the installation of Java development kit (JDK) (..\Java\jdk1.5.0_07) or choose the folder.



Settings Comments

HTTP/1.1 Connector Port Use the default setting 8080 as the port.

User name Enter a user name.

Password Enter a password.


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WebLM

Prerequisite

To install WebLM Version 4.3, you must have installed Java Development Kit and Jakarta Tomcat.

Installation

1. The guided installation is started. Select Jakarta Tomcat. 2. Click Install. The Welcome dialog opens.


4. Select I accept the terms in the license agreement. 5. Click Next. The Ready to Install the Program dialog opens.




Base components

You need the base components on every PC with CIE components.

Contents

Base components include the following.

• Branding client DLLs

• OmniOrb client DLLs

• Encryption client DLLs

Installation

To install the base components, follow these steps.

1. The guided installation is started. Select Base Components.


3. Click Next. The End User License Agreement dialog opens.

4. Select accept the terms in the License Agreement. 5. Click Next. The Ready to Install dialog opens.

6. Click Install. The Installing Base Components dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Common Files\Base Components.

7. Click Finish to complete the installation.


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Naming service

The port of the Corba naming service was changed to 2809 with the current OmniORB release (1.0.xx.xxxx). Please note that the current release (1.0.xx.xxxx) is not compatible with earlier releases. You have to uninstall an earlier release and then install the new release.

Recommendation

If you do not use a watchdog, we recommend installing the naming service and database server together on a PC.

Installation

To install OmniORB, follow these steps.

1. The guided installation is started. Select Naming Service.


3. Click Next. The Choose Setup Type dialog opens.

4. Click Complete. The Ready to Install dialog opens.

5. Click Install. The components for OmniORB are installed. The installation takes a few seconds. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\OmniOrb\.

6. Click Finish. The installation is complete. The Avaya OmniORB Naming Service is running. The autostart type of the service is set to Automatic.


License client

You must install the license client if you want to use the CIE system applications. Proceed as follows:

1. The guided installation is started. Select License Client. 2. Click Install. The Welcome dialog opens.

3. Click Next. The WebLM Parameter dialog opens.

4. Enter the following settings.

5. Optional: Additional Master License Server (only for two server mode)

6. Click Next. The Ready to Install the Program dialog opens.



Settings Comments

License Server Enter the host name or TCP/IP number of the license server used where the licenses for CIE are installed.

Port Indicates the port number of the Tomcat Web server running the local license server (WebLM). As a general rule, use the default setting port 8080.

Settings Comments

Master License Server You can configure a master license server (WebLM) if you have one. Enter the host name or TCP/IP number of the master license server.

Port Indicates the port number of the Tomcat Web server running the master license server. As a general rule, use the default setting port 8080.


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TTrace

Installation

To install TTrace, follow these steps

1. The guided installation is started. Select TTrace.



4. Click Complete. The Ready to Install dialog opens.

5. Click Install. The components for TTrace are installed. The installation takes a few seconds. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Trace System\.

6. Click Finish to complete the installation. The Avaya Trace Server service is running. The autostart type of the service is set to Automatic.

7. The Trace System Config application opens. You can configure the trace server. You must have enough disk space for the log files. You may want to define a drive in the configuration. When you save a configuration, the log files are deleted after 10 days by default. A new log file is created each day by default.

Checking the installation

The following components are located in Start - Programs - Avaya CIE - Trace System.

Config

Console

Display

Log2Zip

WhatIsInstalled


UISessionManager

UISessionManager manages the sessions between the user interface and reporting viewer, TR viewer and UMR viewer.

Installation

To install UISessionManager, follow these steps.

1. The guided installation is started. Select UISessionManager. 2. Click Install. The Welcome dialog opens.

3. Click Next. The Setup Type dialog opens.

4. Select Complete.

5. Click Next. The General Settings dialog opens. Enter the following settings.


7. Click Install. The Installing UI Session Manager dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\UISessionManager.


Settings Comments

Host name of the CORBA naming Service







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Sybase

The Sybase 12.5.3 database is used as relational database management system. You must be logged in as system administrator.

Installation

To install Sybase, follow these steps.

1. The guided installation is started. Select Sybase.

2. Click Install. The Sybase ASE Installer dialog opens.

3. Select the correct drive.


5. Use the following default settings.

6. Click Install. Sybase will be installed. The installation takes about 20 minutes. Installation successfully finished is displayed.

7. Click OK.

8. You must shut down and restart the PC.

Settings Comments

SQL Server Name Use the default setting SYBASEASE.

Password for user sa Enter a password for the sa user. The password must be a combination of letters and numbers and contain at least eight characters.

Confirm password Enter the password again.

ODBC Support

jConnect (JDBC) Support



Check whether you can start Sybase Central Java Edition and log in as user sa.

1. Start Sybase Central Java Edition.

2. Select Connect under Extra.

3. Select the host name.

4. Log in with the user name sa.

5. Click OK.


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Database

You must install the cc database.

Prerequisites

The following requirements must be met before you can install the database components successfully.

• The Sybase database must be installed.

• The Sybase SQL Server service must be started.

• The Sybase BCKServer service must be started.

Installation

To install the cc database, follow these steps.

1. The guided installation is started. Select Database.

2. Click Install. The CIE Database dialog opens. Enter the following information.

3. Click OK. The Welcome dialog opens.


5. Click Complete. The Sybase database setup dialog opens. Enter the following information.

6. Click Next. The Sybase Device Setup dialog opens.

Continued on next page

Settings Comments

Database server The server name is displayed. You cannot change this setting.

User name As a general rule, use the user sa.

Password Enter the password. This is the password you used when installing the Sybase database.

Settings Comments

Host name of the CORBA naming service


Host name of TTrace server

Specify the host name or TCP/IP number of the PC running TTrace.


Continued from previous page

7. Apply the defaults.

8. Click Next. The Ready to Install dialog opens.

9. Click Install. The Installing Avaya Database dialog opens. The installation takes about 5 minutes. The files (db_srv and lna_srv) are copied to c:\Program Files\Avaya\Database\. The database files are in c:\Avaya\Database\.



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Task reporting database

To install the tasks reporting database, follow these steps.

1. The guided installation is started. Select Taskreporting Database.

2. Click Install. The CIE Taskreport Database opens. Enter the following information.

3. Click OK. The Welcome dialog opens.


5. Click Complete. The Sybase Device Setup dialog opens.

6. Apply the defaults.


8. Click Install. The Installing Tenovis Database dialog opens. The installation takes about 5 minutes.


Settings Comments





Chap

For information, see “Installing the PBX driver, CHAP and PBX task server” on page 136

ACM PBX driver

For information, see “Installing the PBX driver, CHAP and PBX task server” on page 136

ACM task server

For information, see “Connecting to ACM (Avaya Communication Manager)” on page 103

ComMan

For information on the Communication Manager see: “Module Manager (Communication Manager)” on page 165

I55 task server

For information, see “Connecting to I55” on page 155


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Contact Center Core

Installation

Proceed as follows to install the Contact Center components.

1. The guided installation is started. Select Contact Center Core.



4. Select accept the terms in the License Agreement. 5. Click Next. The Choose Setup Type dialog opens.

6. Click Complete. The General Settings dialog opens. Enter the following settings.


8. Click Install. The Installing ContactCenter Core dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ContactCenterCore\.



The following components are located in Start - Programs - Avaya CIE - ContactCenterCore.

KERNEL.EXE

LAD_SRV.EXE

TaskserverManager.EXE

VECTORS.EXE

Settings Comments






Contact Center Additional

Installation

To install the additional components, follow these steps.

1. The guided installation is started. Select Contact Center Additional. 2. Click Install. The Welcome dialog opens.





8. Click Install. The Installing ContactCenter Additional dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ContactCenterAdditional.



The following components are located in Start - Programs - Avaya CIE - ContactCenterAdditional.

Annax

AutoDialler

CGIServer

InfoServer

SPopServer

XStatServer

Settings Comments






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Contact Center Realtime Information

Installation


1. The guided installation is started. Select Contact Center Realtime Information.






8. Click Install. The Installing ContactCenter Realtime Information dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Contact Center Monitoring.



The following components are located in Start - Programs - Avaya CIE - Contact Center Monitoring.

Realtime Information server

Settings Comments







Contact Center Reporting

Prerequisite

To install Contact Center Reporting (complete) with the task reporting server, you must install an appropriate ODBC driver for Sybase (PCClient 12.5.3).

Installation


1. The guided installation is started. Select Contact Center Reporting.






8. Click Install. The Installing ContactCenter Reporting dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Contact Center Monitoring.



The following components are located in Start - Programs - Avaya CIE - Contact Center Statistics.

Reconstructor

Reporting Server

Task Reporting Server

Settings Comments







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Voice Control

For information, see “Installing Voice Control” on page 198.

UMR

For information, see “Installing UMR components” on page 234.

Address book server

For information, see “Installing UMR components” on page 234.


Report Generator

You must install Java Development Kit and Jakarta Tomcat for all reporting applications.

To install the report generator, follow these steps.

1. The guided installation is started. Select Report Generator. 2. Click Install. The Welcome dialog opens.


4. Select I accept the terms in the license agreement. 5. Click Next. The Destination Folder dialog opens.

6. Use the default. Click Next. The Choose Setup Type dialog opens.

7. Select Complete. Click Next. The Servers dialog opens. Enter the following settings.


9. Click Install. This takes about five seconds.


Settings Comments






Port Port 10300 is the default setting. You cannot edit this entry.


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Report Viewer

To install the Reporting Viewer, follow these steps.

1. The guided installation is started. Select Report Viewer. 2. Click Install. The Welcome dialog opens.



6. Use the default. Click Next. The Choose Setup Type dialog opens.

7. Select Complete. Click Next. The Servers dialog opens. Enter the following settings.




Settings Comments







Host name of Taskreporting DB

Specify the host name or TCP/IP number of the PC running the task reporting server.


URL of Application Server (Tomcat)

Specify the URL of the application server tomcat. The URL must start with http:// or https://.



Update server

The Update Server lets you update Avaya products installed on client PCs. To install the update server, follow these steps.

1. The guided installation is started. Select Update Server. 2. Click Install. The Welcome dialog opens.


4. To accept the license agreements, click I accept the terms in the license agreement. 5. Click Next. The Upgradable Products dialog opens.

6. Use the default setting CCUI, Com4Tel. Click Next. The Folder for updates, which can be uploaded dialog opens.

7. Use the default. Click OK. The Ready to install dialog opens.



Preconfiguration

For information on how to use the update server, see “Update server” on page 67.


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Watchdog

The Watchdog application is used to restart the software after a full or partial system failure as soon as the necessary components are available again.

1. The guided installation is started. Select Watchdog.




5. Click Next. The Ready to install dialog opens.

6. Click Install. 7. Click Finish to complete the installation.

Preconfiguration

For information on how to configure the Watchdog, see “Preconfiguration for the Watchdog” on page 62

Setting Comments




Preconfiguration for the WatchdogWhen you install the Watchdog component, sample configuration files are created automatically. These sample configuration files contain the settings for the Watchdog application. You must customize a sample configuration file. To do so, use the Watchdog Config tool.

Where are the prepared files?

The sample configuration files are in the following folder: c:\Program Files\Avaya\Customer Interaction Express\Watchdog in the archive WatchdogXML-CIE.zip.

Unpack the archive.

Configuring using Watchdog Config

You must customize a configuration file. Proceed as follows:

1. To start the Watchdog Config application, select Start – Avaya – Watchdog.

2. Select File then Open.

3. Open watchdog.xml (sample).

4. In the Server field enter the host name of the CIE server.

5. Click (scenarios).

6. To rename the host name, click Ren.Host. The Rename Hosts in Run dialog opens.

7. In the With field enter the host name.

8. Click OK. The current host name replaces the host name in all run levels.

9. You must edit all runs in all runlevels. Change the following settings: Located at directory (folder), Program arguments (start parameter) and Delay until next start (duration). To change the settings, select Run then Edit.

10. Depending on your CIE system you may need to remove or add a run level (e.g. Annax).

11. To save your changes, open File and select Save.

12. Start Avaya - Tenovis Watchdog.

13. Click Distribute now. The configuration file is copied as watchdog.xml into the folder C:\WINDOWS\system32. The services and executable files contained in the configuration are checked. If services and files exist, then the CIE system starts.


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Working with distributed systems

In a distributed system, you must install the Watchdog application on every PC. You only need to edit the configuration file once. Proceed as follows:

1. You edited and saved the configuration file using the Watchdog Config application. Edit the configuration file as described above.

2. Select File then Distribute. The Distribute Configuration File dialog opens.

3. In the to watchdog(s) on hosts(s) field enter the host name or TCP/IP addresses of the other systems. Use a comma to separate the entries.

4. Click Distribute now. The configuration file is distributed to all PCs in the system.


LicensingAvaya uses WebLM as its licensing standard. WebLM is a license server for Avaya applications and servers.

WebLM is a Web-based license server that was implemented as a Java servlet and runs on the Tomcat in the CIE environment.

The license client (application/CIE server components) and license server communicate using a standard HTTP connection.

Licenses are managed and monitored using a Web browser.

Type of licenses

WebLM supports counted (client can request a number of licenses) and uncounted licenses (OK licenses). Licenses are tied to the MAC address of the license server.

Prerequisite

WebLM requires a transparent proxy server.

Illustration

The following illustration shows the WebLM architecture.

License Server Host

WebLM license server

servlet

Web server

License Files

one per product

Hosts with Licensed Software

Client software

License API

Server software

License API


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Versions

CIE 1.0 requires the following versions. The software is installed using the guided installation.

• WebLM 4.3

• Tomcat 5.5.9

• Java Development Kit1.5.0.7

Installation

WebLM

For information on how to install WebLM, see “WebLM” on page 41.

License clients

For information on how to install a license client, see “License client” on page 44.

Changing the license client settings

To change the license client settings, follow these steps. 1. To start the license client installation, in the guided installation, click Modify/Repair. 2. Run the installation as you usually would and change the settings.

Starting WebLM for the first time

Prerequisite

Use the service manager (Control Panel - Administrative Tools - Services) to check whether ApacheTomcat is running. Start ApacheTomcat if necessary.

Open

To open WebLM, follow these steps.

1. Open an internet browser.

2. Enter the following address: http://Host name of the license server:Port/WebLM/index.jsp. The Login dialog opens.

3. Enter admin as the user name and weblmadmin as the password. The Change Password dialog opens.

4. In the Current Password field enter weblmadmin and in the New Password field enter a new password between 6 and 14 characters long. In Confirm Password enter the new password again.

5. Click OK. The Login dialog opens. You can now log in with the new password.


Installing licenses in WebLM

Once you have changed the password, follow these steps to install a license.

1. Open an internet browser.

2. Enter the following address: http://Host name of the license server:Port/WebLM/index.jsp. The Login dialog opens.

3. Enter the user name (User Name) and password (Password).

4. Click Install License.

5. In Enter License Path specify the file name and path of the license or click Browse and select the license file.

6. To load the license in the license server, click Install. The license (e.g. CIE) appears under Licensed Products.

More information on WebLM

For more information on using WebLM see the Avaya WebLM Release 4.3 Administration Guide.


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Update server

Application

The Avaya update server is a preliminary stage of the Distributed Deployment System (DDS). The update server lets you update Avaya products installed on client PCs. The update server runs as a service.

The Avaya update server is a web application in Tomcat. You can administer the application from the URL http://<Hostname>:8080/UpdateStore. tomcat is set as the default user name and password. Change the password after first login.

Architecture

The Avaya update server consists of three components. The following table shows the components and descriptions.

Component Computer Explanation

AvayaUpdateService.exe Client This is a Windows NT service that must be installed on each client. This service handles timing and starts the updater. This service runs in the context of the local system accounts and has enough rights to run an update setup.

Updater.exe Client This application is started every two hours by AvayaUpdateService and looks for updates on the UpdateStore.

WaitForCompletion.exe Client If you install an update, restart the PC and login, this application starts up automatically and waits until the update is finished installing.

UpdateStore Server The Server process is a Tomcat application administrators can use to download new updates. The updater uses this process to download current versions to the client.


Prerequisites

The AvayaUpdateService can update application whose setup is available as a Microsoft® Windows Installer (MSI). The setup must support silent installation.

MSI

If your setup program is an MSI file, use this command: msiexec.exe /i setup.msi /qn.

Restrictions

Please note the following restrictions.

Localization

The user interface of the updater is available in the following languages: German, English, Spanish, Italian, Portuguese, French, and Russian. The updater is internationalized to allow new languages to be added as needed.

Russian is displayed correctly only on Eastern European Windows installations.

terminal server

The AvayaUpdateService does not work in a terminal server environment. This is because interactive services can only access certain Windows stations (sessions). This same applies for more than one user logged on to Microsoft® Windows XP at the same time (fast user switch).

Changing users

The AvayaUpdateService only functions reliably if you do not change users (log out). This is because the user interface is created in the SysTray using an interactive Windows NT service. These services are linked to a specific Windows station (the station of the first interactive user). Other interactive users are assigned a new Windows station and do not see the AvayaUpdateService user interface. As a result, other interactive users cannot initiate updates.

Updating services

The AvayaUpdateService cannot update services that are started automatically. Before restarting, set the start type to Manual.


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Client configuration

The installation directory contains the folder config. This folder contains the following files.

Example: updateService.ini

The example below shows a file called updateService.ini.

[UpdateStore]url=http://localhost:8080/UpdateStore

[Installer]parameters = /qn

[Blacklist]

UpdateStore:url is the URL where the UpdateStore is located.

In Installer:parameters you can customize the arguments in msiexec.exe, which is used to install an update. The default setting is very silent installation. You can also activate logging (parameters = /qn /l*v c:\upodate.log).

Under Blacklist you can specify update codes (in registry format) for the installations you do not want to update. The names of the keys are unimportant but they must be unique. Example:

[Blacklist]

ignore.1 = {C41F15A8-1D9A-4A96-8D7B-6799A0B1E238}

ignore.2 = {0F8F15A8-1D9A-4A96-8D7B-6799A0B1E238}

locale directory

There is one locale folder for each available language specified under GUI:lang. You can create new languages using the python 2.4 gettext tool.

Files Explanation

updateService.ini Configuration for the updater. Contains configurable settings for the update client.

*.config There must be at least one file with the extension .config for each configured application to update. This file contains information on the application that is monitored (e.g. upgrade code).

locale directory Contains the localized language strings.

http://localhost:8080/UpdateStore


Server configuration

The UpdateStore is Tomcat Web application. The UpdateStore is copied to the webapps Tomcat folder. The UpdateStore is configured using UpdateStore/WEB-INF/web.xml and UpdateStore\WEB-INF\updateStore.properties.

The following example shows a configuration file (web.xml).

<!DOCTYPE web-app PUBLIC '-//Sun Microsystems, Inc.//DTD Web Application 2.3//EN' 'http://java.sun.com/dtd/web-app_2_3.dtd'><web-app><context-param><param-name>updatestore.rootdir</param-name><param-value>C:\updatestore\</param-value></context-param>

<context-param><param-name>updatestore.products</param-name><<param-value>ccui,com4tel</param-value></context-param>

<servlet><servlet-name>download</servlet-name><servlet-class>com.tenovis.updatestore.DownloadServlet</servlet-class></servlet>

<servlet><servlet-name>remove</servlet-name><servlet-class>com.tenovis.updatestore.RemoveServlet</servlet-class></servlet>

<servlet><servlet-name>upload</servlet-name><servlet-class>com.tenovis.updatestore.UploadServlet</servlet-class></servlet>

<servlet-mapping><servlet-name>download</servlet-name><url-pattern>/download</url-pattern></servlet-mapping>

<servlet-mapping><servlet-name>remove</servlet-name><url-pattern>/remove</url-pattern></servlet-mapping>

<servlet-mapping>


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<servlet-name>upload</servlet-name><url-pattern>/upload</url-pattern></servlet-mapping>

<security-constraint> <web-resource-collection> <web-resource-name>Update Store Protected Area</web-resource-name> <url-pattern>/admin/main</url-pattern> <url-pattern>/admin/upload</url-pattern> <url-pattern>/admin/updates</url-pattern> <url-pattern>/admin/delete</url-pattern> <url-pattern>/admin/newUpdate</url-pattern> </web-resource-collection> <auth-constraint> <role-name>tomcat</role-name> </auth-constraint></security-constraint>

<login-config> <auth-method>FORM</auth-method> <realm-name>Update Store Admin</realm-name> <form-login-config> <form-login-page>/login.jsp</form-login-page> <form-error-page>/loginError.jsp</form-error-page> </form-login-config> </login-config>

<security-role> <role-name>tomcat</role-name></security-role>

</web-app>

The entries for <security-role> and <auth-constraint> in particular may need to be changed from tomcat to another name.

In the updateStore.properties file you must specify the path to an existing folder where you want UpdateStore to save the setup.

Example:

#Properties for the Avaya Update Store#location (path) into local file system where the uploaded setups are storedstore.location.path=c:\\updatestore

Note that you must enter special characters like "\," in a path name with "\".

Log files

The AyavaUpdateService and updater write to the client PC's NTEventLog. The updater also writes a log file (AvayaUpdateService.log) in the installation directory that contains information on the last update.


Starting a CIE systemYou can either start a CIE system manually or automatically with the Watchdog. If you start the CIE system with the Watchdog, the individual components are monitored.

Prerequisite

You need the appropriate licenses to start a CIE system. One or more license servers control the assignment of CIE licenses. Load a valid license package to the license server by using the license administrator tool.

Logging in

All parts of the CIE system are installed. You can now start the CIE system manually.

1. Log in to the CIE server.

2. Use the user and password.

Starting the dialog

The CIE system is started automatically with the Watchdog application.

Client on CIE server

You can also install the client components on a CIE server. Use the User Interface only for the configuration. If you are using Realtime Information and Reporting as clients on the CIE server, the Processor performance is used unnecessarily for these features.


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Processes that run on a CIE serverFor a CIE system to run properly, processes must run on one or more servers.

Default processes

The following processes must run on each CIE server regardless of whether the system is an email system or a system with an I55 or ACM PBX.

Services (start type automatic)

The following processes are installed as services that start automatically.

• OmniOrb (Automatic)

• TTrace (Automatic)

• Watchdog (Automatic)

• UI Session Manager (Automatic)

• TomCAT (Automatic)

Watchdog

The following processes must be started by the Watchdog in each CIE system.

• db_srv

• lna_srv

• TaskserverManager

• Kernel

• Vectors

• ReportGenerator (man. service)

• Monitor_srv

• Statistic_srv


Optional processes

The following processes can be started by the Watchdog as needed in the CIE system.

• Lad_srv

• Tr_Srv

• Annax

• Info_srv

• Xstat_srv

• Autodialer

• Spop_srv

• Cgi_srv

Processes: I55 PBX

The following processes must be started by the Watchdog if the system is connected to an I55 PBX.

• Taskserver I55 Starter (man. service)

• VU-Unit I55 Starter (man. service)

• config

Processes: ACM PBX

The following processes, which are installed as services that must be installed manually, must be started by the Watchdog when the system is connected to an ACM PBX.

• PBXDriver

• CHAP

• CHAPSync

• VEA

• PBXTaskserver


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Processes: UMR (email system)


The following processes must run as services that start automatically if you have a UMR system.

• C3k_db_srv

• C3k_lna_srv

• C3000 server

• UMR ClientAdapter

• UMR config server

• UMR task server

• POP3 IMAP4 client

• SMTP connector

• UMR text template server

• Avaya observation service

• RoD repo server

• RoD Rodomat

• RoD scheduler server

• RoD Archie

• RoD Cex

Watchdog

The following processes must always be started by the Watchdog if you have a UMR system.

• Reconstructor

• adb_srv (bat file)

Note

In CIE systems with UMR the address book server is not started as a service. Because the address book server requires a Sybase installation, it is installed on the database server.

For CIE systems with UMR the reconstructor process must always be started. The reconstructor process ensures that no reporting data are lost.

The statistic_srv with the –recon 1 parameter must also be started.

Watchdog samples

The Watchdog installation includes sample configuration files for CIE systems with an I55 PBX, ACM PBX and a UMR system.


Logging CSTA messages (I55 only)You can log messages between the I55 task server and the I55 PBX using ktracer.

Starting the dialog

1. Start ktracer by double-clicking the ktracer.exe file in Explorer. A Dtrace file <SystemName_Date_Interval>.out is created.

File

When the program ktracer.exe is running, a new ktrace file is created at the start of every hour.

Example of file names

2006_07_05_System_4F__20_00_to_21_00.out, was created on 05.07.06 at 8:00 p.m. and contains data to 9:00 p.m.

Time interval

The time interval can be changed using start parameters:

ktracer -i x

x= 10, 15, 20, 30, 60, n * 60 x is the number of minutes. Other time intervals are invalid.

Example:

If you start ktracer.exe at 8:07 with ktracer -d 10, a ktrace file is written from 8:07 to 8:10, and then another is created for 8:10 to 8:20, and so on.

PC

You can start the program ktracer.exe on another computer:

ktracer -h <hostname taskserver i55>,

The ktrace file is created on the PC running ktracer.exe.


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Port

The default port is 9210. In a PBX cluster (Network), the port number is incremented (9211, 9212).

You can change the port with ktracer -p <port>.

Each PBX in the CIE network must have its own port.

The correct port for each PBX is specified in the output of the I55 task server during startup.

Folders

You can specify the folder for the ktrace file.

ktracer -d <folder>


Upgrading an installed version BCC V4.xTo update an existing version of BCC V4.x, follow these steps. If you are an experienced user, you can use the quick-start guide or the detailed steps 1 to 6.

If you are using version BCC V2 or BCC V3.x

If you want to update version BCC V2 or BCC V3.x, you must first update this version to version BCC V4.x.

For information on how to do so, see the BCC V4.0 system administrator user manual.

Check agent admin

Check whether there is an agent with names admin. If there is an agent admin rename the agent before the actualization.

Quick-start guide

The following tables are quick-start guides for the respective topics. If you have the necessary experience, you can use the table as a memory aid. This quick-start guide is intended for experienced users.

The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding topic for full instructions.

Step Action Notes

1. Backing up the database Mandatory

2. Removing the BCC software Remove the software with guideline.exeData base remains

3. Install the base components. As described

4. Updating Sybase Sybase Version 12.5.3 is used.

5. Switching to Unicode UpgradeTool

6. Upgrading the database Upgrade the database

7. Installing the components normally

Install the additional components.


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Step 1: Backing up the database

You must back up the database for security reasons.

For information on how to back up the database, see “Backing up the database” on page 310.

Step 2: Removing the BCC software

Once you have backed up the database, remove the BCC software. To do so, start the guided installation. You must remove OmniORB, Watchdog and TTrace manually.

1. Double-click Guideline.exe. The Installation Customer Interaction Express Version dialog opens.


3. To accept the license agreement, click I agree.

4. The guided installation detects BCC components that are already installed. They are displayed. You are prompted: Do you wish to continue?

5. To remove these BCC components click Yes. The remove? dialog opens.

6. Click OK. The following security prompt is displayed: Are you sure you want to uninstall this product?

7. Click Yes.

8. Repeat steps 5 to 7 for all installed BCC components.

9. The guided installation opens as usual.

Step 3: Install the base components.

Install the base components as described.

See: “Base components” on page 42


Step 4: Updating Sybase

Once you have removed the components, you must update. BCC V4.x worked with Sybase 12.5.x. You must update the version of Sybase to 12.5.3.

To update Sybase, follow these steps.

1. The guided installation is started. Select Sybase.

2. Click Upgrade. The Sybase ASE Installer dialog opens.

3. Select the correct drive.


5. Click Modify/Repair. Sybase is updated. The update takes about five minutes. Installation successfully finished is displayed.

6. Click OK.

7. You must shut down and restart the PC.

Settings Comments

Administrative user You usually use the user sa.

Administrative password Enter the password for the user.


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Step 5: Switching to Unicode

You must convert the database to Unicode. The UpgradeTool converts the database.

Proceed as follows:

1. Start UpgradeTool (double-click UpgradeTool.exe). The UpgradeTool dialog opens.


3. Click OK. The dialog displays all user databases located on the database server. Select all user databases. Deselect a user database only if you are sure that this database must not be converted to Unicode.

4. Click Upgrade. The database is converted. This takes about five minutes. The message conversion to unicode successfully finished is displayed.

5. Click OK.

6. To exit the tool, click Exit.

If problems occur

If problems occur when you convert to Unicode, the database may not be readable. If error messages are displayed, restore the back up database and try again.

Settings Comments

User name You usually use the user sa.

Password Enter the password for the user.


Step 6: Upgrading the database

Requirements

A database upgrade requires at least 50 MG of available memory.

If you upgrade a database Version <40018, the available memory in the data segment of the database must be 2.5 times the occupied memory.

You can check the available and occupied capacity with the check_space stored procedure.

More information

• “System diagnostics with stored procedures” on page 313

• “Increasing the size of a database” on page 312

Refreshing views

To upgrade the cc database, follow these steps.

1. The guided installation is started. Select Database.

2. Click Upgrade. The CIE Database dialog opens. Enter the following information.

3. Click OK. The General settings dialog opens. Enter the following settings.

4. Click Next. 5. The database is upgraded. This takes about three minutes.

6. Click Finish to complete the upgrade.

Settings Comments




Settings Comments








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Step 7: Installing the components normally

Once you have completed steps 1 through 6, install the other components normally.

Upgrading UMR 1.0

In order to upgrade UMR 1.0 to CIE 1.0, proceed as follows.

1. Save the existing system (image).

2. Deinstall the applications umr (without database).

3. If you have archives, then you have to update the archives. Replace all placeholders in the file c3kschema_archive_1.spl.

$ARCHIVE_DATABASE$ "name of archive database" $USER_WRITE$ "c3k_archive"$USER_READ$ "report"

4. Enter following ISQL command.

isql -Usa -P<password> -S<servername> -ic3kschema_archive_1.sql

5. Accomplish the steps, as described in the topic upgrading an installed version BCC 4.0.

6. Install UMR as described.

7. Start the C3000 server.

8. Start the application umr_reindex.exe (folder <CD-Drive>:\Server\UM_Core\Tools\Update from UMR1.0 to UMR 1.1). Follow the guidances. If the archive works on another server, then start application umr_reindex.exe also on this server.

9. Create the addressbooks. Add the appropriate profiles.

10. Import the addressbooks (csv) from UMR 1.0.

Installing the client components

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Important informationPlease observe the following notes before you start the installation.

Operating system

Please note that the following instructions describe the installation for the Microsoft® Windows XP operating system.

Do not replace files manually

To ensure the version is updated, you must not manually replace files (such as EXE files). This causes errors when you update a version. Once you change a version manually, you can no longer update it automatically.

For further information, please refer to the following topics:

• “Refreshing views” on page 99

• “Changing the settings” on page 99

• “Uninstalling components” on page 99

Which client components are provided?

The Contact Center Client Package contains the following components.

• Base components

• License Client

• User Interface

• Update Client

• User Interface Locales

Client on CIE server

You can also install the client components on a CIE server. Use the User Interface only for the configuration. If you are using Realtime Information and Reporting as clients on the CIE server, the Processor performance is used unnecessarily for these features.


Quick-start guideThe following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users.


Step 1: Preparations

Make the following preparations.

Step 2: Installation


Step Action Notes

1. Check your access rights You need administrator rights.

2. Prepare the information. Host name of CORBAHost name of Trace system server

Step Action Notes

1. Launch the bootstrapper. Central license agreement

2. Install the base components. Requirement for user interface

3. Install the license client. Host name of license server

4. Install the user interface. Optional Report Scheduler

Host name of CORBAHost name of Trace system server

5. Install the update client. Update server

6. Install the languages. Contact Center User Interface Locales(additional languages)

7. Close the bootstrapper. -


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Requirements for client packagesFor the client components of a CIE system, you need the following hardware and software and relevant access rights.

PC

Your PC must have the following minimum requirements to use the user interface application.

• PC Intel Pentium III 800 MHz processor (or comparable) or higher

• At least 512 MB SDRAM



• Pointer (mouse)


Software

You need the following software for the client components.

• Operating system: Windows XPorOperating system: Windows 2000orOperating system: Windows 2003

Optional

• Acrobat Reader to read or print Customer Interaction Express documentation.

• To export reporting, you need Excel for Microsoft® Office 2000, Microsoft® Office 2003 or Microsoft® Office XP.

Administrator rights

Please note that you must have administrator rights to install the Customer Interaction Express UI software. You do not need administrator rights to use the UI.


Proxy server

If a proxy server (HTTP proxy) is used in the company network, the CIE server must be specified under Exceptions in the Brower Properties.

If the company network uses a proxy server as an automatic configuration script, the automatic configuration script must be modified accordingly.


You can find the settings in the browser under Connections - Settings.

If you are not using an automatic configuration script, you will find the exceptions under Connections - Settings - Proxy Server - Advanced - Exceptions.


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Before installingPlease note the following before you install the client components.

Checking the workstation

Before you start the installation, please check that:

• Your PC is switched on.

• The operating system is installed and the PC connected to a network.

• TCP/IP must be installed and configured.

• You are logged in as the system administrator.

• Other Windows applications are closed.

What information do you need for the installation?

You need the following Customer Interaction Express system information for the installation. Make a note of the information. You can then carry out the installation without having to stop to search for information.

• Host name of the CORBA name server

• Host name of the TTrace server

• Host name of the license server


Installing the client componentsA bootstrapper is provided for the client components to save you from having to install the components individually in a specified order. The bootstrapper installs all required components for an agent (client).

Perform the following steps to install the client components.

Step 1: Launch the bootstrapper.

You need a data medium (CIE or network) with the corresponding software. The on-screen installation instructions are in English.

1. Select the folder with the installation files (CIE DVD or network).

2. Double-click Contact Center Client Package.exe. The Customer Interaction Express Contact Center Client Package dialog opens.


4. Select I accept the terms in the license agreement. 5. Click Next. The Package contents dialog opens. A table shows the components to be installed. The

name and version information is displayed.

The (green check mark) symbol indicates that the version is up-to-date.

The (red x) symbol indicates that the version must be updated.

6. Click Install to install the corresponding components. The components are installed. For information on how to do so, see the following steps: If a component is up-to-date, the corresponding step is omitted.

Step 2: Install the base components.

To install the base components, follow these steps.

1. The bootstrapper is launched. The Customer Interaction Express Base Components dialog opens. If you install the base components without a bootstrapper, you must accept the license agreement.


3. Click Install. The Installing Base Components dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Common Files\Base Components.



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Step 3: Install the license client.

To install the license client, follow these steps.

1. The bootstrapper is launched. The Customer Interaction Express License Client dialog opens. If you install the license client without a bootstrapper, you must accept the license agreement.

2. Click Next. The WebLM Parameter dialog opens.


4. Optional: Additional Master License Server (only for two server mode)




Settings Comments

License Server Enter the host name or TCP/IP number of the license server used where the licenses for CIE are installed.

Port Indicates the port number of the Tomcat Web server running the local license server (WebLM). As a general rule, use the default setting port 8080.

Settings Comments

Master License Server You can configure a master license server (WebLM) if you have one. Enter the host name or TCP/IP number of the master license server.

Port Indicates the port number of the Tomcat Web server running the master license server. As a general rule, use the default setting port 8080.


Step 4: Install the CIE user interface.

1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface dialog opens. If you install the CIE user interface component without a bootstrapper, you must accept the license agreement.

2. Click Next. The Custom Setup dialog opens.

3. In general, you can use the default settings. The user interface component is installed in the default settings. If you want to install the Report Scheduler you need to select it separately.

4. The destination folder [Install to] is shown. The Customer Interaction Express folder is used by default. To select a different folder, select Change. Apply the default settings of the folder.

5. Click Next. The General settings dialog opens. You must enter the following information.


7. Click Install. The installation starts. The installation of programs and data takes about a minute. A bar shows the progress. After the installation, the setup program looks for installed Excel components. The Wizard Completed dialog opens.


Settings Comments

Host name of the CORBA Naming Service


Port As a general rule, use the default setting port 2809.




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Step 5: Install the update client.

To install the update client, follow these steps.

1. The bootstrapper is launched. The Customer Interaction Express Update Client dialog opens. If you install the update client without a bootstrapper, you must accept the license agreement.

2. Click Next. The Destination Folder dialog opens. The Customer Interaction Express folder is used by default. To select a different folder, select Change. Apply the default settings of the folder.



5. Click Install. The installation starts. The installation of programs and data takes a few seconds.


Settings Comments

Host name of Update Server

Specify the host name or TCP/IP number of the PC running the update server.



Step 6: Install the languages.

If you want to use additional languages for the CIE user interface, you must also install User Interface Locales. Proceed as follows:

1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface dialog opens.

2. Click Next. The Custom Setup dialog opens.

3. In general, you can use the default settings. In the default settings, all languages are installed. You can install only the relevant languages, as needed. If you are using the Report Scheduler, you must also install the languages for it.

4. You cannot change the folder [Install to]. The language files must be installed in the folder of the user interface.


6. Click Install. The installation starts. The installation of programs and data takes about a minute. A bar shows the progress. The Wizard Completed dialog opens.

7. Click Finish. The installation is complete. You can use the User Interface module in the installed languages.

Step 7: Close the bootstrapper.

All components are installed with the bootstrapper.

1. The bootstrapper shows the Installed Packages dialog. The installed components are indicated by a (green check mark) symbol.



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Silent installation without update clientYou can install the client components as a silent installation. Windows Installer is used for the installation. To carry out a silent installation, you must run Windows Installer with the correct parameters.

Windows Installer

You can install the user interface as a silent installation.

Windows Installer (msiexec.exe) is usually located in the following folder.

DRIVE LETTER:\WINDOWS\system32

The following table contains a few options and examples. For more information on Windows Installer, see the relevant documentation.

Application Call Example

Installs the package.

If you do not set any other parameters, all windows and dialog fields are displayed.

If you start the call with the same MSI file, the installation is modified.

If you start the call with the same MSI file, the installation is upgraded.

msiexec.exe /i <path to the package and product>

msiexe.exe /i d:\setup.msi

Uninstalls the package. msiexec.exe /x <path to the package and product>

msiexe.exe /x d:\setup.msi

Shows Windows Installer Help. The possible parameters and options are displayed.

msiexec.exe msiexe.exe


Contact Center User Interface

You can use the following options and arguments for installing the Contact Center User Interface.

File: Contact Center User Interface.msi

Options

The table below lists the available options.

Arguments

The table below lists the available arguments.

Application Option Comment

Silent installation /qn Die installation runs entirely in the background.

Installation progress and errors

/qb Only the installation progress and errors are displayed. This option is used for nested setups in the UI setup.

User interface /qf The entire user interface is installed.

Arguments Required Comments

SUITEFILESFOLDER Optional Shows the installation folder. Example: "C:\Programs\Avaya\Customer Interaction Express\"The installation adds "Contact Center User Interface" automatically. This means that the user interface is installed in: "C:\Programs\Avaya\Customer Interaction Express\Contact Center User Interface"

A_NAMESERVICE_HOST Mandatory Specifies the host name or TCP/IP number of the PC running the Corba naming service.

A_NAMESERVICE_PORT Optional Specifies the port of the Corba naming service. Port 2809 is the default.

A_TTRACE_HOST Mandatory Specifies the host name or TCP/IP number of the PC running TTrace.

A_TTRACE_PORT Optional Specifies the port for TTrace. Port 10300 is the default.

ADDLOCAL Optional The Scheduler is not installed during the silent installation of the user interface. If you want to install the Scheduler at the same time you need to use the following argument:ADDLOCAL="Hidden, UserInterface, UI.DE, UI.EN, StatisticScheduler, Sched.DE, Sched.EN"


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Applying settings

In a silent upgrade the settings from the existing version are used.

Example

msiexec.exe /i "Contact Center User Interface.msi" /qb SUITEFILESFOLDER_UI="C:\Programs\Avaya\CIE silent\" A_NAMESERVICE_HOST="Host_Corba" A_TTRACE_HOST="Host_Trace"

Contact Center User Interface Locales

You do not need any arguments to install the Contact Center User Interface Locales embedded application.

Note that you must install the user interface first.

Update Client

You can use the following arguments when installing the Update Client component.

File: update client.msi

Arguments


Example

msiexec.exe /i "T:\NestedSetups\Update Client.msi" /qb A_UPDATE_SERVER_HOST="Host_updater" SUITEFILESFOLDER="c:\tmp\"


SUITEFILESFOLDER Optional Shows the installation folder. Example: "C:\Programs\Avaya\Customer Interaction Express\"The installation adds "Contact Center User Interface" automatically. This means that the user interface is installed in: "C:\Programs\Avaya\Customer Interaction Express\Contact Center User Interface"

A_UPDATE_SERVER_HOST Mandatory Specifies the host name or TCP/IP number of the update server.


License Client.msi

You can use the following arguments when installing the License Client component.

File: license client.msi

Arguments


Example

msiexec.exe /i "[SourceDir]NestedSetups\License Client.msi" /qb ALLUSERS="1" ADDLOCAL="Avaya_Licensing,SecondUrl" LICENSEMODEL="Avaya" WEBLM1_URL="http://[WEBLM1_SERVER]:[WEBLM1_PORT]" WEBLM2_URL="http://[WEBLM2_SERVER]:[WEBLM2_PORT]" WEBLM2_PORT="[WEBLM2_PORT]"


ALLUSERS Mandatory If 1, the component is installed for all users on the computer, instead of for the current user only.

You must use this argument as otherwise other applications may not find the settings made by Setup.

ADDLOCAL Mandatory If you specify WEBLM2_URL, you MUST also use this argument.

LICENSEMODEL Mandatory The setup also supports LICENSEMODEL=”Tenovis”. This is not supported in the CIE environment.

WEBLM1_URL Mandatory Specifies the URL of the local license server as needed for an HTTP address. WEBLM1_SERVER can be a TCP/IP address or PC name in the network. If WEBLM1_PORT for the port, the default port 8080 (HTTP default) is used.

WEBLM2_URL Optional Specifies the URL of the master license server.

WEBLM2_PORT Optional Specifies the port for the master license server. The default port is 8080.


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Updating and uninstallingYou can update the client components as needed or uninstall these applications if you no longer need them.

Refreshing views

To update a user interface version with a more recent version, use the bootstrapper. You need a data medium (CIE or network) with the corresponding CIE UI software. The on-screen installation instructions are in English.

1. If you are running the user interface, exit it.

2. For information on the process, see “Step 1: Launch the bootstrapper.” on page 90.

Changing the settings

To change the settings of a client, you must change the client via the Control Panel. Proceed as follows:

1. Click Start - Control Panel. 2. Double-click Software.

3. Select a component.

4. Click Change. The component installation appears. Follow the instructions. You can change the settings.

Uninstalling components

To uninstall client components, follow these steps.

1. Click Start - Control Panel. 2. Double-click Software.

3. Select a component.

4. Select Remove. You are prompted.

5. Click Yes. The user interface is uninstalled. Note that the uninstalling the application does not uninstall the embedded applications. You must uninstall them separately.

6. Carry out steps 3 to 5 for all client components.


Installing applications separatelyIn general, you install the following applications with the user interface installation and the bootstrapper. You can install them separately, however.

• Base Components (see “Base components” on page 42

• Locales

• License Client

• Update client

• Scheduler

Localization [locales]

You can install languages separately as needed.

Language qualifier

The first three letters of a file indicate the language.

Installation

To install languages separately, follow these steps.



3. Double-click Contact Center User Interface Locales.msi. The installation is initialized. This takes about 3 seconds. The Customer Interaction Express Locales dialog opens.

4. Click Next. You can select the required languages.


6. Click Install. The installation starts.


Code Language

pt_ Portuguese

es_ Spanish

it_ Italian

fr_ French

en_ English

de_ German


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License client

To install the license client separately, follow these steps.



3. Double-click License Client.msi. The installation is initialized. This takes about 3 seconds. The Customer Interaction Express License Client dialog opens.

4. Click Next. The WebLM Parameter dialog opens. Enter the following settings.




Settings Comments

Local License Server Enter the host name or TCP/IP number of the local license server.


Master License Server Enter the host name or TCP/IP number of the master license server.



Update client

To install the update client separately, follow these steps.



3. Double-click Update Client.msi. The installation is initialized. This takes about 3 seconds. The Update Client dialog opens.

4. Click Next. The Destination Folder dialog opens. You usually use the defaults.

5. Click Next. Enter the following settings.




Settings Comments

Host name of Update Server

Enter the host name or TCP/IP number of the update server.

Connecting to ACM (Avaya Communication Manager)

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Introduction on connecting to ACMThe PBX task server consists of a number of components that provide the required functions for the call center.

Illustration of components

The following schematic illustration shows the components and how they fit together.


Components for connecting to the Avaya Communication Manager

The following elements are required to connect the Customer Interaction Express system to the Avaya Communication Manager (ACM).

• ACM PBX driver

• PBX task server

• Voice Extension Adapter (VEA)

• Common Hardware Abstraction Platform (CHAP)

• Common Hardware Abstraction Platform Sync. Process (CHAP Sync)

• AES server

ACM PBX driver

The ACM PBX adapts the TSAPI interface and provides an abstract Corba application interface. The interface is used to control and monitor the agent telephones of the PBX ACM. To use the TSAPI interface, you need the Avaya TSAPI client and TSAPI server. The TSAPI client is part of the ACM PBX driver setup and installed on the same PC as the ACM PBX driver. The TSAPI server is part of the Avaya Application Enablement Service (AES).

The ACM PBX driver is an independent service and can be installed on a separate PC if necessary.

PBX task server

The PBX task server adapts the telephone-specific behavior of the ACM PBX driver and makes it available to the kernel process and the BLC (Business Logical Components) using the PBX task server interface. The task server interface has a standardized definition for all task servers (voice, email), which prevents the kernel process from having to differentiate between the individual media types and PBX types.

The kernel process uses the PBX task server interface to control call routing and agents. The kernel process can use this PBX task server interface to monitor agents and switched on devices.

The kernel process is notified of pending topic calls by the PBX task server interface.

The kernel process can use the services prepared by the PBX task server to forward topic calls to the correct destinations.

Possible destinations for the kernel process are agents, topics (queue devices), announcement scripts and any telephones and lines (external numbers).


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The same PBX task server interface is also used by the BLC (UI). The BLC uses the PBX task server interface for 3rd party controlling of assigned agent telephones. Task server services are available for controlling basic telephone functions such as connecting and disconnecting, consultation, holding, call waiting, forwarding, conference and call diversion. Call center-specific 3rd party functions such as job code input (incoming/outgoing), signing on and off of agent groups, switching on wrap-up time and pause are also supported.

Voice Extension Adapter (VEA)

The Voice Extension Adapter (VEA) and Common Hardware Abstraction Platform (CHAP) are required in addition to the PBX task server for preparing the following PBX task server functions.

• Signaling a topic call

• Queuing calls on the queue device

• Switching calls to announcement scripts

The VEA controls the call center routing and queuing devices. IP channels are used as routing devices.

If a call is pending at a routing device, it is signaled as a route request. The PBX task server notifies the kernel using the PBX task server interface.

The VEA receives the call destination determined by the kernel and vector processes from the PBX task server. The following destinations are possible.

• Available agent

• Queue without announcement

• Queue with announcement (VEA/CHAP)

• Queue with announcement (Voice Control)

• External destination

If a call is switched to a CHAP announcement, the call is routed to one of the VEA queue devices. Queue devices are VoIP channels between the ACM and CHAP. The CHAP feeds the required announcements to the queue device.

When a call is switched to a Voice Control announcement script, the VEA initiates the call transfer to a Voice Control channel.

The PBX task server and VEA can establish multiple connections in parallel and make them available for allocation to available agents to carry out power and predictive dialer functions. Once the connection has been established and the called subscriber has answered, the connection can be transferred to an available agent.


Common Hardware Abstraction Platform (CHAP)

The CHAP provides a specific adapter for each telephony interface supported. The adapters are in the form of DLLs.

The following adapter is currently available.

• QSIG over IP

The CHAP also lets you play announcements. The announcements are stored in the database and are also available as WAV files.

The interfaces can be used by multiple applications based on the CHAP.

The CHAP has DTMF recognition.

CHAP Sync

The CHAPSync process connects the database and the CHAP. The CHAP does not have its own database interface.

The CHAPSync process registers changes to the CHAP configuration data in the database and forwards the changes to the CHAP. The CHAP writes the data to a local property file.

Terms

The table below shows explains some of the terms used in the following sections.

Terms Explanation

AES server The AES server is a media server. This media server establishes the TSAPI connection between the call center and PBX.

ASA Avaya Site AdministrationApplication used to configure the PBX.

TLink TLink is the logical link between the PBX and AES server.

TSTest32 Telephony Services Text ApplicationThe TSTest application is based on the Avaya CSTA interface.

TAC TAC stands for Trunk Access Code. TAC is the number for a tie line.

CHAP CHAP stands for Common Hardware Abstraction Platform.

VEA VEA stands for Voice Extension Adapter.The VEA is responsible for such tasks as queue announcements.


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References to Avaya documentation

For information on setting up the AES server and PBX, see the following documentation.

• 02-300356 Avaya Application Enablement Services, Installation and Upgrade Guide for a Bundled Server

• 02-300357 Avaya Application Enablement Services 3.1,Administration and Maintenance Guide

Reference

The current documentation is available online at:

support.avaya.com Administration and System Programming Appl. Enab. Services

ACM features

The following features must be enabled for ACM.

ACM Feature - System Parameter Customer Option (ASA)

• ARS/AAR Dialing without FAC (Feature)

• ASAI Link Core Capabilities (Feature)

• IP Trunks (Feature)

• H.323 Trunks (Maximum)

QSIG OPTIONAL FEATURES

• Basic Call Setup (Feature)

• Basic Supplementary Services (Feature)

• Supplementary Services with Rerouting (Feature)

Required licenses for AES

You need the following licenses to use AEC in the CIE system.

• VALUE_AEC_CONNECTIONS

• VALUE_TSAPI_USERS

• VALUE_AEC_SMALL_ADVANCED

• VALUE_AEC_MEDIUM_ADVANCED

• VALUE_AEC_LARGE_ADVANCED

http://support.avaya.com


Features that are not supported by the CIE-ACM connection

The following functions are not available for a CIE connected to an ACM.

• Line reporting and realtime line information

• Coaching (due to Silent Realtime Information)

• User numbers in ACM

• Overriding agent call diversion by ACD calls

• Multiple ACM task server instances on one PC.

• Resorting to internal PBX call routing

• Serial call

• The reporting counters not supported by the ACM are described in Addendum Customer Interaction Express 1.0 Reporting Counter.

• Hold announcements

• Announcements before answering

• Announcement for direct incoming calls

• Announcemnet for transferred calls

The following functions behave differently when you use an ACM connection than when you use an I55 connection.

• If a call is routed to a busy external destination, the caller is canceled. The call is not reset in the queue.

• If you restart the PBX task server, agents who were logged in before you restarted the server are logged out.

Features that you must not activate on the telephone

You are not permitted to activate the following features on the telephone.

• Call routing

• Do Not Disturb

Note for the ACM PBX call flow

The number of queues in the ACM PBX is limited by the hardware. Up to 60 queues are possible for each server. Keep this in mind when you are creating a call flow.

Examples: Welcome announcementQueue calculationDrop if nothing else is available

The channels for the queue are reduced by the channels you use for the welcome announcements.


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Quick-start guideThe following tables are a quick-start guide for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users.




Step 2: Setting up the IP tie line

You need IP tie lines for queues, topics and voice controls. To set up an IP tie line, follow these steps.

Step Actions with ASA (Avaya Site Administration) or other tools

Notes

1. Displaying telephones Command: List station

2. Test using TSTest32 Test TSAPI link

3. Setting up the topic IP channel routing

4. Check the routing link Command: List cti

Step Action Notes

1. Prerequisites for examples Note that some settings are different in your case.

2. Set up the node name Name of the server and IP address running the CHAP process

3. Set up the signaling group Command: add signaling group xchange signaling group

4. Set up the trunk group Command:add trunk-group xchange trunk group x

5. Change the dial plan Command:change dial plan analysis


Optional: OUTCC setup

You have the option of setting up internal OUTCC and external OUTCC.

Step 3: Installing PBX driver, CHAP and PBX task server

Once you have configured the ACM PBX, install the components.

6. Change the AAR Command:change aar analyses 0

7. Set up the route Command:change route-pattern 6

7. Check the settings State must be in-service

Step Action Notes

1. Install the PBX driver Host name of the CORBA naming servicePort 2809CorbanameHost name of Trace system serverPort 10300

2. Install the CHAP Host name of the CORBA naming servicePort 2809CorbanameHost name of Trace system serverPort 10300

Wireshark setup

3. PBX task server Host name of the CORBA naming servicePort 2809CorbanameHost name of Trace system serverPort 10300

4. Restart the PC Shutting down and restarting the PC

5. Start the processes All call center processesPBX driverCHAPCHAPSyncVEAPBX task server


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Step 4: Configuration in the UI

To be able to use the ACM PBX, you must carrying out the following configuration in the Configuration module.

To test your settings, set up a task flow set.

Optional

You have the option of setting up the ring tone.

Step Actions in the Configuration module

Notes

1. PBX link PBX tab- Communication Manager under Type- External line- Assignment tab -> VEA

2. Access Code Topics Access Code Topics under Service- PBX

3. For following queue function only:Queue device

QueueDevice tab- Start no. and End no.

4. For following queue function only:Announcement

Announcement tab

5. For following queue function only:Announcement scripts

Announcement script tab

6. CHAP Chap server tab- CHAP adapter- CHAP adapter line

7. Telephone Telephone tab- Start no. and End no.

Step Actions in the Taskflow Editor module

Notes

1. Ring tone set up Create a task flow set with a topic, agent group and agent.

2. Checking the function Activate the task flow set. Check the function.


PreparationsThe following sections use a few examples to explain how to use the administration and test tools.

Your knowledge

To install the PBX task server and make the necessary settings in the PBX, you must have knowledge of the following topics.

Prerequisites

The ACM PBX is usually started up for the first time by trained Avaya staff.

• Administrator PC with ASA (Avaya Site Administration).

• The AE service in the PBX must be configured.

• The TLink between the ACM and AES server must be set up.

Which telephones are configured?

To determine which telephones are configured, use the Avaya Site Administration (ASA) application. This application is usually installed on the administration PC.

Starting and signing on to ASA

To start ASA and sign on, follow these steps.

1. Click Start - Programs - Avaya - Site Administration. The ASA application starts.

2. In Workspace right-click the required system. A pop-up menu opens.

3. Select Properties. The System Properties - Switch dialog opens.

4. Under Login, enter the user name and the password.

5. Click Add.

Knowledge Comment

ACM administrationandconfiguring the AES connection

You can acquire this knowledge through Avaya administration training.

Setting up a call center You can acquire this knowledge through call center training.


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Displaying telephones

We recommend restricting the configured telephones for call center operation by numbers, thus assigning them unique identifiers.

To display the configured telephones, follow these steps.

1. ASA is started. Click Start Emulation. Under Command, you can enter the required commands.

2. Commands: Command: list station (shows a list of all telephones)Command: list station 100 count 10 (shows a list with ten telephones beginning with the number 100)

Testing

If you know the numbers of the telephones, you can test the function. You do not need a configuration to do so.

Prerequisite

The ACM PBX driver must be installed.

Testing

To make sure the telephones function, use the TSTest32 application. This application is installed with the TSAPI driver.

Call

Proceed as follows:

1. Click Start - Programs - Avaya - Tools - TSTest32. The Telephony Services Text application appears.

2. Select the server. Servers are named according to the following convention: Manufacturer#PBX#Service#AESServerExample: Avaya#ACMSTUTTGART#CSTA#STUTTGARTCTI

3. Under Make Telephone Call, enter the From and To numbers.

4. Click Dial. 5. If the call was successful, the following message appears: Call successfully originated. Dismiss

this message box to terminate call.

Application for errors

If an error occurs, you can track the messages using the Telephony Service Spy for Win32 application. This application is installed with the ACM PBX driver.


Setting up the IP tie lineThis topic explains how to set up an IP tie line in the ACM PBX for a call center system. Setup is described using examples. Note the prerequisites for the examples. In your case, some of the settings may vary from the settings used in the example, such as the name of your PC.

QSIG is used as a lower level protocol on the H.323 connections.

IP tie lines for IP topics, queues and Voice Control (VC)

You set up IP tie lines for IP tie lines (trunk group), queues and Voice Control (VC). Setup is described in the following. Setup in the ACM and CHAP is identical, but the general conditions differ.

IP topics

The number of topics restricts the number range. The number of channels can be greater than the number of topics. It depends on the possible number of calls, for example the maximum number of exchange lines.

Example: You want to use a maximum of 10 topics and you have 120 exchange lines. You must restrict the code range to one available digit (e.g. 1981x) and enter 120 channels in the trunk group.

Queues

The code range must be exactly the same size as the number of possible channels.

Example: You want to use 100 queues. You must use at least 2 available digits in the code range (e.g. 197xx) and set up 100 channels in the trunk group.

Voice Control (VC)

The code range must be exactly the same size as the number of possible channels.


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Prerequisites for examples

The examples and illustrations use and assume the following settings.

The signaling and trunk group are assigned the identifier 6. This setting must be unique in the system. It is a good idea to use the same identifier for all related devices.

The code for CIE queues is 86xxx (86 and three additional digits where the additional digits can be any number).

QSIG over IP (H.323) is used as the protocol.

• Signaling group 6

• H.323/QSIG protocol

• CIE PC with the ccsacm4 elemediatrunk

• Trunk group 6

• Code 86xxx


Setting up the PC names (node names)

If you have an ACM PBX, you must use name mappings for all assignments to other IP addresses, for example to a CIE PC. You cannot enter IP addresses directly in the respective menus. You must enter all known IP addresses in the node names table. (Open using "change node-names ip").

Note on PC names (case insensitive)

PC names are not case sensitive.

S8500/S8700

CLAN modules are installed for S8500/S8700 systems. The CLAN modules are the local side(s) of the H.323 connection. You must also enter CLAN modules manually in the node-name ip table. CLAN modules are not set by default.

Illustration

In the example, the IP address 128.11.111.114 has been entered for the server named ccsacm4. Server ccsacm4 is the server where the CHAP, which serves as an end point, is installed. If you use more than one CHAP, you must enter the servers of all the CHAPs in the nodes table. The table also contains two default settings (default and procr). The procr default setting is the system's (processor's) own IP address. It serves as the local side for H.323 connections in S8300 systems.


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Setting up one or more signaling groups

Protocols, specific signaling methods and the hardware assignment or logical assignment (for H.323 the two end points of the IP connections) are configured in the signaling group.

Commands

add signaling group x (creates a new signaling group)change signaling group (to edit an existing signaling group)

Settings

You must change the following settings.

Leave Max number of NCA TSC and Max number of CA TSC set to 0.

Leave Trunkgroup for NCA TSC blank.

Setting Setting Explanation

Trunk Group for Channel Selection

6 You can only enter this value once the trunk group has been created (see also Setting up a trunk group). 1. Without saving this entry the first time. 2. Create the trunk group. 3. Open the signaling group. 4. Enter and save the value for the trunk group.

Supplementary Service Protocol

b b for QSIG

Near-end Node Name porcr For an S8300, enter procr. For an S8500/S8700, enter the corresponding CLAN module.

Far-end Node Name ccsacm4 Specifies the server name (CHAP is installed) of the end point. Press F5 for help.

Near-end and Far-end Listen Port

1720 The default setting is 1720. You can only use this port once, however. Press F5 to display the valid ports in the status line. The port numbers for Near and Far must not be the same, e.g. Near port: 6700 Far port 6701.

Far-end Network Region

1 1 corresponds to the PBX settings. If the PBX uses other settings for the Codec (such as G.711 alaw), you must set up a separate group.

Calls Share IP Signaling Connection

y -

Direct IP-IP Audio Connections

n Avaya recommendation for call center solutions.

IP Audio Hairpinning n Avaya recommendation for call center solutions.


Illustration

Once you enter H.323 under Group Type, the display looks like the display below. The figure below shows the settings described in the table.


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Codec set

All H.323 trunks to the CIE server must be located in one network region.

Settings

The following settings are to be used as the Codec set.

Illustration

The figure below shows the settings described in the table.


Audio Codec G.711A -

Silence suppression n No

Frames per pkt 2 -

Packet size (ms) 20 -

Media encryption none -


Setting up a trunk group with signal group assignment

You essentially make the settings for the higher levels of the protocol and channel allocation (bundling).

Command

add trunk-group x (creates a new trunk group)change trunk group x (to change the settings)

Settings

You must change the following settings on page 1.


Group Type isdn -

COR 95 Class of RestrictionThe customer's entry may differ

TN 2 In the example, 2 because two tenants are used

TAC *86 In the example, *86 trunk assignment code

Carrier Medium H323 H.323

Dial Access y -


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Illustration



Use the Member Assignment Method to decide whether to assign the channels from the signaling group manually or automatically (see figure below).

If you select auto, only the associated signaling group and number of channels is specified, and the list on page 5 is created automatically. We recommend the automatic method since signaling groups and trunk groups are always assigned one-to-one in the CIE.

If you select manual, you must enter the individual channels manually beginning on page 5.

Illustration

The figure below shows the settings.


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Illustration



Service Type tie -

Codeset to send Display 0 -

Supplementary Service Protocol

b -

Digit Handling (in/out) enbloc/enbloc -

QSIG Value-Added y -



Illustration



Send Name y -

Send Calling Number y -

Format Private -

Send Called/Busy/Connected Number

y -


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You do not need to make any changes on page 4.

Illustration



On the following pages (page 5 and following), you must enter the channels along with the assignment to the signaling group (in example 6) if you are not using Member Assignment Method auto.

In general, on page 1 you set Member Assignment Method to auto.

Illustration

The figure below shows the settings in auto mode as described.


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Changing the dial plan

You must enter the planned code for the H.323 trunk (in the example 86xxx) in the dial plan analysis with the call type aar (automatic alternate routing).

You must configure the aar call type for Voice Control topics, queue devices and channels. You can also group these areas.

Command

change dial plan analysis

Illustration

The figure below shows the described settings.


Changing the settings for AAR (automatic alternate routing)

Command

change aar analyses 0

Settings

Under aar analysis enter the code (in the example 86xxx).

You must also enter the route pattern used (also 6 in the example) and call type lev0.

Illustration



Route Pattern Depends on route pattern used

Reference to the route pattern used

Call Type lev0 lev0 corresponds to private number plan (PNP)


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Setting up a route

You must set up a route that connects the code and trunk group.

Command

change route-pattern 6

Settings


Illustration



Grp. No 6 Enter the assigned trunk group.

FRL 0 This entry is important if you enter more than one equivalent route to assign priorities to the routes.

TSC y -

CA-TSC Request as-needed -

Numbering Format lev0-pvt Stands for level 0, private.


Checking the signaling group and trunk group

To check the settings, open the signaling group and trunk group using the status query (status sig 6 or status tru 6 in the example).

The state must be in-service.

Note for S8300

If it does not work even though all the settings are correct, reset/restart.

Illustrations

The figures below show the settings to check.


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OUTCC setup (optional)In order to use the callback feature from the call list in the topic, you must set up external OUTCC and internal OUTCC accordingly.

Dial plan

Set up the code for OUTCC in the dial plan as call type ARS.

Example

788 for external OUTCC

789 for internal OUTCC

Example of dial plan analysis



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Setting up external OUTCC

OUTCC is set up with ARS analysis.

A sufficient number of digits of the code are entered so that the string is unique and does not conflict with any other entries. The code entered is different for each case.

1. Enter the code digits (dialed string).

2. Enter the relevant lengths.

3. Enter the route.

4. Enter PUBU as the CallType (public unknown corresponds to ISDN unknown).

Setting up internal OUTCC

There are two ways to set up OUTCC internally.

Option 1

For option 1, two trunks (e.g., H.323) are set up pointing to each other in crossed pattern. The rest of the setup is the same as for external OUTCC.

Option 2

In option 2, the code digits are entered in ARS digit conversion until they are unique, and then the first 8 digits (here) are deleted immediately.

Finally, depending on the access code, the whole string is then routed to an extension (Net = ext) or to the system network for further processing via AAR (Net = aar).


Calling number manipulation

The code numbers for external OUTCC were set up as call type pubu (public unknown), and thus it is possible use public-unknown-numbering in the ACM to configure how it behaves with the calling number (also CPN calling party number).

There are three options for configuration.

Option 1

You configure nothing for the relevant subscribers (extensions). In this case, the CPN is always completely suppressed.

Option 2

The CPN of the subscriber (agent) can be displayed.

You must make an appropriate entry for each extension (ranges are possible) and each trunk.

Example: For all 18xx subscribers, a four-digit CPN (subscriber number) is transferred for trunks 1 and 10.

Option 3

The CPN can be manipulated for one or more subscribers.

In this example, the prefix 19812 is added for subscriber 1311 when he uses an exchange via trunk 10. Because a limit of 5 digit places (CPNLen) was set, only these 5 digits are forwarded. In the background with 19812, the topic of agent 1311, for example, is forwarded as a CPN.

Note

These settings are customer-specific, and you must modify them on a case-by-case basis.


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Example of public-unknown numbering



Installing the PBX driver, CHAP and PBX task serverYou must install the PBX driver, CHAP and PBX task server components. For information on how to do so, see the following instructions:

When you set up the individual components, you will be prompted to choose a complete or customer installation. This manual assumes you always select a complete installation!

Installing the PBX driver

To install the PBX driver, follow these steps.

1. The guided installation is open. Start Avaya ACM PBXDriver. The Welcome dialog opens.


3. Use the default setting Complete.



6. Click Next. The CSTA Server selection dialog opens.



Specifies the host name or TCP/IP address of the OmniOrb server.

Port Specifies the port for accessing the OmniOrb server. 2809 is the default setting.


Specifies the host name of the TTrace server.

Port Specifies the port for accessing the TTrace server. 10300 is the default setting.


Corbaname This setting is entered automatically. You cannot edit the name.

Session-ID Specifies the session ID of the PBX driver. This session ID is used to specify the assignment between the PBX driver and PBX task server. A PBX driver must always be assigned to a PBX task server. This assignment is always one-to-one. The session ID is usually 0, which is the default setting. Enter the session ID of the PBX task server in the configuration (User Interface - Configuration module).

Telephony Server List Shows the known TCP/IP numbers of the AES server.

New Server Specifies the TCP/IP number or host name (name resolution must be specified) of the AES server. To add a server, enter it in the list and click add to list.


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7. Select one ore more CSTA Server Links. A CSTA Server Link is named according to the following convention: Manufacturer#PBX#Service#AESServer

8. Click Next. The Ready to Install the Program dialog opens. The list shows sample settings. install Feature ACMPBXDriverinstall Feature AvayaTSAPI

InstallDir = C:\Program Files\Avaya\pdbdriver\acm\

NameServer Hostname = vmw2k3 - Port = 2809Corbaname = pbxdriver_vmw2k3Session ID = 0TTraceServer Hostname = vmw2k3 - Port = 10300Telephony Server = 128.11.141.51CSTA Server Connect String = AVAYA#STUTTGART01#CSTA#STUAES1

9. Click Install. The component is installed. The installation takes about 10 seconds. The InstallShield Wizard Complete dialog opens.

10. Click Finish.


Installing the CHAP component

To install the CHAP component, follow these steps.

1. The guided installation is open. Start Avaya Chap. The Welcome dialog opens.



4. Click Next. The General setting dialog opens. Enter the following settings.

5. Click Next. The Ready to Install the program dialog opens. The list shows sample settings. install Feature Chapinstall Feature ChapSyncinstall Feature AvayaTSAPI

InstallDir = C:\Program Files\AvayaChap\

NameServer Hostname = vmw2k3 Port = 2809DBServer Hostname = vmw2k3 Port = 2809TTraceServer Hostname = vmw2k3 - Port = 10300

6. Click Install. The installation takes about 10 seconds.

7. Click Finish.


Hostname of Corba Naming Service


Port Shows the port of the OmniOrb name server. Port 2809 is the default.


Specifies the host name or TCP/IP address of the TTrace server.

Port Indicates the port of the TTrace server. Port 10300 is the default.

use ORB port (0=default) Indicates the port of the CORBA communication. If you use the default setting 0, then for the CORBA communication an arbitrary port is used. This port is assigned dynamically. If you use a firewall, then you must set the port for the CORBA communication firmly and release the appropriate port in the firewall settings.


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Installing the PBX task server

To install the PBX task server, follow these steps.

1. The guided installation is open. Start Avaya PBX Taskserver. The Welcome dialog opens.



4. Click Next. The General Setting dialog opens. Enter the following settings.

5. Click Next. The Ready to Install the program dialog opens. The list shows sample settings. install Feature TaskServerinstall Feature VEA

InstallDir = C:\Program Files\Avaya\pbxtaskserver\

NameServer Hostname = vmw2k3 Port = 2809TTraceServer Hostname = vmw2k3 Port = 10300

6. Click Install. The component is installed. This takes about 10 seconds.

7. Click Finish.




Port Shows the port of the OmniOrb name server. Port 2809 is the default.


Specifies the host name or TCP/IP address of the TTrace server.

Port Indicates the port of the TTrace server. Port 10300 is the default.


Installing Wireshark Network Protocol Analyzer (optional)

You can use the Wireshark Network Protocol Analyzer tool for analysis. The installation file is located in the Tools folder.

1. Double-click wireshark-setupX.exe (X stands for the version).

2. Follow the instructions and accept the default settings.

Shutting down and restarting the PC

Once you have installed the components, you must shut down and restart the PC.


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Starting processes

After you have restarted the PC, start the following processes.

• All call center processes

• PBX driver

• CHAP

• CHAPSync

• VEA

• PBX task server


Configuring numbers in the ACM and CIE for open networksAs a rule, closed networks are created. This means that each number (subscriber, access code) is unique in the networked system.

However, it is also possible for each location of a company to have the same numbers. In this case, the different locations are dialed using codes, with different codes possible for each location.

What is an open network in the CIE system?

If the exchange header is located in the same system as the CIE system, no special measures are required.

If the exchange header is located on a different system than the CIE system, the numbers on the exchange header system and the PBXs of the CIE system may diverge.

From the CIE system perspective, only the queue numbers are relevant, as they are transferred unsecured via QSIG forwarding. In all other cases, a secure transfer is used, and with a secure transfer, all destinations must be unique only from the perspective of the CIE system—which they must be in any case.

If a queue must be forced via forwarding from the topic back to the header system or, for internal calls, to other network systems and re-established by the source system, the queue number must be unique from the perspective of the source system. This means that an access code (node number) must also be configured when the queue is configured. The systems are accessible to each other with this code (node number), and the corresponding routes are created or are yet to be created in the ACM. However, the code must also be assigned to the local system. In this case, the codes in the local system must be hidden again via ARS digit conversion configuration. This configuration is similar to the one described in the topic “Internal OUTCC”.

In order for the CIE system to be accessible by internal subscribers (meaning the entire system network) as well, the node number for the CIE system must be the same in the entire network.


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Example

Topic call numbers are 17700 to 17799.

The code number for the CIE system is 88.

In the CIE system, the QUEs for the range 8817700 to 8817799 are configured as described.

The following entry will be generated under “ARS digit conversion”.

This means that when the string 88177xx (x don’t care) is dialed, the first two digits are deleted, and the obtained number, the actual queue number (s) are routed as usual via AAR. For multiple topics, a corresponding number of entries must be generated.


Configuration in the UI

Prerequisite

To configure the settings in the call center, you must meet the following prerequisites.

• All processes are starting and running.

• The CIE UI application is started.

• You must be logged on as a Service user.

Configuring the PBX link

To configure the PBX link, follow these steps.

1. The Configuration module is open. Click the PBX tab.

2. Click Create. The PBX configuration dialog opens.

3. Enter a name for the PBX.

4. Enter an abbreviation. You can use 4 alphanumeric characters, maximum. We recommend entering an abbreviation. The abbreviation is used to display the PBX at the agent's workstation.

5. You can enter a site.

6. Under Type, select Communication Manager. 7. Select version V3.1.

8. Enter the user name and password for the AES server.

9. Select Assign to CIE.

10. Click Edit... You can assign a name. Use the defaults.

11. Enter the host name of the PBX task server. If the PBX driver is not on the same PC as the PBX task server, on the Properties tab configure the PBX driver name. You can determine the name when you install the PBX driver or in the services.

12. Click the Assignment tab.

13. In the list on the right (Other applications), select [VEA] VEA.

14. Click <<<. The list on the left (Assigned applications) must contain the VEA.

15. Click OK.

16. Click External line.



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17. You must enter the area code, PBX start number, PBX end number and number of local digits (length of internal numbers). If you use three-digit and four-digit internal numbers, enter 4 as the number of local digits.

18. Click OK.

19. Click OK. The PBX link is set up.

Configuring topic access codes

To configure access codes for topics, follow these steps.

1. The Configuration module is open. Under Service, select Access code topics. The Access Code Topics dialog opens.

2. Click Insert. The Access Code - Create dialog opens.

3. Select the PBX. The access code is the first part of the topic number. The full topic number is the access code and the length of the suffix digits.

4. Click OK.

5. Click OK.

Configuring queue devices

If you use queues, you must configure queue devices. Enter the numbers you set up under queue devices/tie lines (aar). The example uses the numbers 86000 to 86xxx.

Proceed as follows:

1. The Configuration module is open. Click the QueueDevice tab.

2. Click Create.

3. Select a PBX. Click OK.

4. Enter the start no. and end no. of the queue device numbers. These numbers are used for the ACM PBX to assign the queue devices.

5. Click OK.


Supported queue formats

We recommend the following WAV format for the queues.

• PCM 8,000 kHz, 16 bit, Mono, 16 Kbit/s

You can use the following WAV formats. However, they might result in loss of quality.





Setting up an announcement

If you use queues, you can configure announcements. Proceed as follows:

You must have already set up agent groups and topics.

1. The Configuration module is open. Click the Announcement tab.

2. Click Create.

3. Select a PBX. Click OK. The Announcement Text Configuration - Create dialog opens.

4. Enter a name.

5. Select a sound file.

6. Select Interruptible.

7. Select one or more topics.

8. Click OK.

Setting up announcement scripts

If you use queues, you must configure announcement scripts. Proceed as follows:

1. The Configuration module is open. Click the Announcement script tab.

2. Click Create. The Announcement Script - Create dialog opens.

3. Enter a name.

4. Select Insert to insert an announcement in the script.

5. Select an announcement script. 6. Click OK.


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Configuring the CHAP (setting up topics and queue devices)

Notes on charges

Note that the ringback tone is chargeable if a call from the route device of a CHAP is made to the queue device of another CHAP since the call is transferred.

If a call from a topic is transferred to an agent, queue without an announcement or external destination by the CHAP, the subscriber hears a ringback tone and the call is charged. We recommend creating the task flow set to switch the call to the welcome announcement first. The welcome announcement informs the subscriber that the call is chargeable.

Configure

VEA and CHAP Sync must be running. To configure the CHAP, follow these steps.

1. The Configuration module is open. Click the CHAP server tab. The CHAP process that is started is displayed.

2. Click Edit. The Chap - Edit dialog opens.

3. You can check the host name. You do not need to make any more settings on this tab.

4. Click the CHAP adapter tab. There is one adapter, ACM-QSIG-IP-1.

5. Double-click ACM-QSIG-IP-1. The [CHAP Adapter] - Edit dialog opens.

6. Click the CHAP adapter line tab.

7. Click Create.

8. Enter the start number and end number of the tie line configured in the ACM.

9. Specify the number of channels. Enter the number of channels based on the expected call volume or number of queue positions required (up to 255, the upper limit of channels/trunks in the ACM). You need the corresponding licenses in the ACM (maximum administrated H.323 trunk).

10. Click the CHAP application resource tab.

11. Under Application name, select VEA.

12. Click Create.




13. For CHAP application resource application name VEA, specify the number of channels for the topics or queue devices. You cannot specify all the available channels since channels must be available for transferring calls. To be on the safe side, configure half of the available channels. This ensures that you will always have one channel available for transferring. Since transferring takes only a few seconds, you can exceed the 50% limit. You then have more queue devices available, but in unfavorable conditions, calls may not be able to be transferred. In this case, the caller stays in the queue, and the system tries to transfer the call again, if necessary once it has found a new destination. If there are too few available channels, this scenario can arise too often. If this happens, reduce the number of channels used for queue devices.

14. Repeat steps 7 through 14 for all additional tie lines (topics or queue devices).

15. Click OK.

16. Click OK.

17. Note that the properties for CHAP adapter lines are only displayed once you have saved the data and opened the dialog again.

18. Click the CHAP adapter line tab.

19. Select ACM-QSIG-IP-1.

20. Click Properties. Enter the following settings. The settings correspond to those of the associated signaling group in the ACM.


PBXIPAddress Specifies the IP address of the H.323 Ethernet connection in the ACM. Corresponds to procr in S8300 systems or the CLAN module in larger ACM systems.

PBXSignalPort Specifies the near-end listen port of the associated signaling group in the ACM. The default setting is port 1720.

LocalIPAddress Specifies the IP address of the PC running the CHAP.

LocalSignalPort Specifies the far-end listen port of the associated signaling group in the ACM. The default setting is port 1720.

LocalRTPPortRange Specifies the range for the ports used by the CHAP for the RTP connections. Ports 12048 to 13028 are set by default. Note that you need 4 ports per channel. If a port is assigned, the next available port is used.

CountryPrefix Shows the international external line code. The default setting from the PC's country settings is used (00 for Germany).

CountryCode Specifies the country code. The default setting from the PC's country settings is used (49 for Germany).

AreaPrefix Shows the national external line code. The default setting from the PC's country settings is used (0 for Germany).


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21. Click OK.

22. Click OK.

23. Click OK.

24. You must configure the CHAP adapter line for each IP tie line (IP topics, queues and/or Voice Control) assigned to this CHAP. If you configure a second CHAP adapter line, you must make all the necessary settings.

Configuring telephones

Note

The PBX and CIE are not synchronized automatically.

Configure

To configure telephones, follow these steps.

1. The Configuration module is open. Click the Telephone tab.

2. Click Create.

3. Select a PBX. Click OK.

4. Enter the start no. and end no. for the agent telephones that are used with the ACM and CIE.

5. Click OK.

Checking the function

To test the queues, you need a simple task flow set with a topic, an agent group, an agent and a queue.

AreaCode Specifies the area code (4532 for Bargteheide).

PrefixNumber Specifies the number of the PBX without extensions (example: 269 for Comergo Bargteheide)

AccessCode Specifies the external line codes in the PBX, separated by commas (e.g. 0,9).



Ring tone setup for CHAP

You must configure the properties of the ring tone for topic calls that do not have announcements in the call flow. The ring tone must also be connected in CHAP, as this is required by QSIG.

Ring tone properties

You must configure the following settings for the ring tone.

Format

You must use the following format to specify the ring tone. You must use a colon (:) after the frequency. You must use a plus (+) sign between the times. You can press the + key several times for signal-pause times.

Example 1: 425Hz:960ms (75%)+3840ms

You can also specify a mixture of frequencies (two frequencies). You must separate the two frequency values with a forward slash (/).

Example 2: 425/833Hz:960ms (50%)+3840ms

Ring tone set up

Proceed as follows to configure a ring tone.

1. The Configuration module is open. Click the CHAP server tab. The CHAP process that is started is displayed.

2. Click Edit. The Chap - Edit dialog opens.

3. Click the CHAP adapter tab.

4. Double-click ACM-QSIG-IP-x. The [CHAP Adapter] - Edit dialog opens.

5. Click the Properties tab.

6. Enter the respective settings under Content. Use the specified format.

7. Click OK.

8. Click OK.

Property Example Explanation

Name RingTone You must use RingTone.

Frequency 425Hz Indicates the frequency in Hertz.

Volume (75%) Specifies the volume as a percentage of the maximum level.

Duration 960 ms Indicates the length of the ring tone in milliseconds.

Pause 3840 ms Indicates the length of the pause following the ring tone in milliseconds.


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Examples

The table below shows examples for a number of countries.

Country Description RingTone value

Germany 425 Hz tone for 1 second and 4 seconds pause

425Hz:1000ms + 4000ms

United States Dual frequency tone (440 and 480 Hz) for 2 seconds and 4 seconds pause

440/480Hz:2000ms + 4000ms

United Kingdom Dual frequency tone (400 and 450 Hz) for 0.4 seconds, 0.2 seconds pause, same tone for 0.4 seconds and 2 seconds pause

400/450Hz:400ms + 200ms + 400/450Hz:400ms + 2000ms

United States (reduced volume)

Dual frequency tone (440 and 480 Hz) for 2 seconds and 4 seconds pause

440/480Hz:2000ms (25%) + 4000ms

United Kingdom (enhanced volume)

Dual frequency tone (400 and 450 Hz) for 0.4 seconds, 0.2 seconds pause, same tone for 0.4 seconds and 2 seconds pause

400/450Hz:400ms (75%) + 200ms + 400/450Hz:400ms (75%) + 2000ms


Connecting Voice Control to an ACMFor information on connecting Voice Control to a PBX, see the following topic:

“Configuring Voice Control when connecting to an ACM” on page 209


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Load sharingIf you need to use additional servers because of the large number of requests to the existing system (many calls or agents or more queue devices needed), you can use an additional server to handle additional load.

Installed components on a separate server

You must install the following components on a second server.

Setup installation variant components

• Base components

• CHAP Complete CHAP, CHAPSync

• PBX task server Custom VEA (PBX task server is not required)

You must include the installed services (CHAP, CHAPSync and VEA) in the installed watchdog or set the service start type to automatic. This ensures that the processes are started automatically when the server is restarted.

Configuration

After the applications have started, they appear in the CIE UI in the Configuration module.

1. Open the CHAP server tab. You must configure the new applications for route and queue devices as for the first CHAP. You can have cross-CHAP topics (route devices) and queue devices.

2. Under PBX, edit the PBX task server (ACM). 3. Click the Assignment tab. The new VEA appears on the right side. Move the new VEA to the left

side. This assigns the VEA to the task server.

4. Select [VEA] and click Edit. Assign the VEA a unique name to facilitate orientation during administration.

5. You must set up the corresponding tie lines (H.323) in the ACM for the second CHAP.

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Connecting to I55

Quick-start guideYou can connect an I55 PBX using an ISDN card and the Module Manager, or use an I55 with L02.

The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users.


Connecting an I55 PBX with L02

To connect an I55 PBX with L02, carry out the following steps.

Step Action Notes

1. Install the I55 task server Host name of the CORBA naming serviceHost name of Trace system server

2. Connect to L02 Configuration modulePBX tabVersionPBX access


Connecting an I55 PBX using an ISDN card

To connect an I55 PBX using an ISDN card, carry out the following steps.

Optional: DSPF controller

If you want to transfer announcements to the I55 PBX, you must install the DSPF controller.

Step Action Notes

1. Install the I55 task server Host name of the CORBA naming serviceHost name of Trace system server

2. Install the ISDN card Physically install the cardInstall Europa European ISDN (DSS1)Update the driverCheck

3. Connect to PBX Digital subscriber (DITN) with ETSI,0 protocolTelephony (TLP) and data (DAT) servicesBCAG

4. Install the Module Manager InstallationI33/I55 CSTA (CTI server,ACD,CallCenter)BCAG numberPort: 5679User: HEIKEPassword: ACCESSMMSPY

5. Preconfiguration for Module Manager

Check the type of start and set reactions upon service failuretelnetopen <Host name> 5679Log file

6. Configure the PBX Configuration modulePBX tabVersionExternal lineTaskServerName

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Installing the I55 task serverTo connect an I55 PBX to a CIE system, you must install the I55 task server.

Prerequisites

You must first install all necessary components except the I55 task server.

Installation

To install the I55 task server, follow these steps. Use the guided installation as usual.

1. The guided installation is started. Select I55 task server. 2. Click Install. The Welcome dialog opens.







Settings Comments








Connecting to L02You can also use a PBX with L02. Pay attention to the prerequisites, restrictions and especially the procedure and configuration settings.

For security reasons the kernel process (CIE server) and L02 PBX are connected using SSL.

In L021 and later you can have more than one TCP/IP connections (2 is a good idea).

Prerequisite

A PBX with L02 must have a connection with the customer network. The ACB requires an IP address in the customer network. The CIE server accesses the PBX with L02 using TCP/IP.

For multi-module PBXs the ACB is used with IVL as TCP/IP access.

Configuring the PBX in the user interface

To connect a PBX you must configure the PBX in the Configuration module in the user interface. Please note the underlined information in particular. Proceed as follows:

1. Start the user interface as normal. In the user interface, open the Configuration module.

2. Click the PBX tab.

3. To create a new PBX, click Create.

4. Enter the settings.

5. You must select the correct version, L02 or L021.

6. You can now edit the User name and Password fields. Enter the user name in both fields.

7. Click Access.

8. In the Host name field, enter the TCP/IP address of the ACB (IVL) (example: 128.11.141.18).

9. Change the default setting for the port. You must enter 6555 as the port. 10. Make the other settings as usual.

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Access is not working

The connection is made using SSL. During installation the respective files are copied to the folder of the CIE server.

Make sure the Program Files/Avaya/ContactCenter folder contains these files.

• SERVER.PEM

• CTI.PEM

• KEY.DAT

CTI connection is interrupted

To prevent the CTI connection from being interrupted, carry out the following measures.

• On the I55 PBX, switch on the KAC (Keep Alive Check) feature (in L02 and in E07V08 and higher).

• Start the I55 task server with -clc 30 (currently not supported)


Installing the ISDN cardYou need an ISDN card with full CAPI 2.0 32-bit support for accessing the I55 PBX.

The following instructions refer to an Eicon DIVA Pro ISDN card.

For instructions on connecting to a PBX with L02, see: “Connecting to L02” on page 158

Installation

Install the ISDN card as specified by its manufacturer. Use the default settings of the ISDN card.

If you are using a PBX with L02, you do not need an ISDN card.

Which ISDN cards can you use?

Use one of the following ISDN cards. Operation with other ISDN cards (e.g., AVM card) is not guaranteed.

If you install all components on the CIE server, you must use the corresponding server cards.

Operating systems: Windows 2000, Windows XP (IF-PC)

• Diehl-ISDN-(EICON)DIVA 2.01

• Diva Pro PCI or DIVA Pro 2.0

Operating system: Windows Server 2003 (CIE server)

• Diva Server 4 Bri-8M 2.0 (4 ports, 8 channels)

• Diva Server BRI-2M 2.0

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Installation

The operating system recognizes the ISDN card automatically and starts the correct installation.

1. You must select the correct protocol. In Europe, select Europe European ISDN (DSS1). 2. Click Next.3. You must enter the number of B-channels used. You usually use one B-channel. You do not have to

make further settings.

4. Click Next. The installation of the ISDN card is finished. You find the ISDN card in the Device Manager under Network adapters. Double-click the ISDN card to see its properties.

Updating the drivers

Since the drivers included with Windows are outdated, you must update them. To do so, use the installation CD that comes with the ISDN card.

If the installation CD provided is older, you can download updates from Eicon at:

http://www.eicon.com

Checking the ISDN card

You can use the acopy2 program to make sure the ISDN card functions. The acopy2 program is located in the \EICON\DIVA folder.

To check the function, follow these steps.

1. Open a command prompt (DOS box).

2. Enter the following command and press ENTER. acopy2/serv

3. Open a second command prompt (DOS box).

4. Enter the following command and press ENTER. acopy2 /num #Rufnummer:

5. Please note that ETSI,0 has to be set in the PBX for the protocol of the connecting device.

Driver ISDN card

Diva Client Version 3.1 or higher Eicon DIVA 2.01 or Eicon DIVA Pro 2.0

Diva Server Version 6.3 or higher Eicon 4Bri-8M 2.0 or Diva Server BRI-2M 2.0


Checking the CAPI driver

Proceed as follows to check the CAPI driver.

1. Open Computer Management. 2. Select Device Manager. 3. In View menu select Show hidden devices.

4. The CAPI driver [CAPI 2.0 driver] must be listed in the Non-Plug and Play Drivers folder.

5. Double-click the driver to see its settings.

Where to get further information?

For more information, see:



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Connecting the PBX The CIE server is connected with the I55 PBX using the ISDN S0 card.

Module in the PBX

The PBX must have a DS0 or DT0 module.

ISDN connection configuration

The following table shows the pinout of the ISDN S0 jack.

S0jack

Pin

1 2 3 4 5 6 7 8

ISDN assignment Available

Available

a2 a1 b1 b2 Available

Available

System Available

Available

RXA

TXA

TXB

RXB

Available

Available


PBX configuration

You must configure the following settings for the I55 PBX.

• You must configure the CIE server as a digital subscriber (DITN) with the ETSI,0 protocol.

• Enable the Telephony (TLP) and Data (DAT) services.

• Both B-channels must be enabled.

• Configure the digital subscriber. Configure the BCAG access. Write down the number. You need the number for installing the CIE server.

Measures to prevent the PBX from connecting to the data network and vice versa

The CIE server is connected to the PBX using one or more S0 interfaces. The connection from the CIE server to the BCAG is established using a code with the BCA. This establishes the data connection necessary for operating the CIE system.

If not all B-channels of the S0 interfaces are busy or are not busy all the time, the potential exists for them to be misused.

To prevent misuse, take the following precautions.

Prevents connections

Action from PBX to the data network

from the data network to the PBX

Configure all S0 interfaces in the PBX for all "full restricted" services.

Yes Yes

Specify a separate dial group for the S0 interface that contains only the BCA dial selector.

No Yes

Create the traffic prevention to allow S0 interfaces to connect only to the BCAG.

Yes Yes

Set up the S0 interface numbers so they cannot be reached using dial evaluation(s).

Yes No

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Module Manager (Communication Manager)Module Manager (Communication Manager) Version 4.401 is used.

Note

If a Module Manager is already installed, delete it before you install the Module Manager (Communication Manager).

PBX with L02

If you are using a PBX with L02, you do not need a Module Manager.

Preparations

You need the following information when you install the Module Manager (Communication Manager). Be sure to have this information at hand before starting installation.

• BCAG number

• User name

• Password

Installation

To install the Module Manager (Communication Manager), follow these steps.

1. The guided installation is started. Click ComMan.

2. Click Install. The installation program starts.

3. Select a language, e.g. English.

4. Click OK. The Communication Manager Installation dialog box opens.

5. Click Next. The Select destination dialog opens. The components of the Communication Manager are copied to the folder you specify. Use the default setting.

6. Click Next. The Select Program Folder dialog opens. Use the Communication Manager default as the program folder.

7. Click Next. The ISDN adapter type dialog opens.

8. Select the correct ISDN adapter type, e.g., 8 B-channels (AVM C4M; Eicon Diva Server 8B).




9. Click Next. The Select B-Channels dialog opens. Select the B-channels that are used by the Communication Manager. The B-channels are only used when Use both B-channels is selected.

10. Click Next. The Select access network dialog opens. Select the access types to be supported by the Communication Manager. You must select the following option for CIE:

I33/I55 CSTA(CTI-Server,ACD,CallCenter). You must clear all other selections . You must then proceed to configure the parameters for the various access types.

11. Click Next. The Configuration CSTA for PABX I33xE dialog opens.


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12. The Communication Manager establishes the connection between the I33xE PBX and an application. In the Interface to standard applications (e.g., ACD, CallCenter) field, enter the access data: Enter the BCAG number of your PBX as access number.Enter 5679 as the port for the CIE.Enter HEIKE as the user.Enter ACCESS as the password.

13. Click Apply. Only then will the data be used.

14. Click Next. The Trace system dialog opens. Use the default setting MMSPY.

15. Click Next. The files are copied. A command prompt (DOS box) is opened. The installation takes about one minute. The Communication Manager Installation dialog box opens.



Preconfiguration for Module Manager (Communication Manager)Once you have installed the Module Manager (Communication Manager), configure the following settings.

Check the type of start and set reactions upon service failure

After you restart your PC, the Communication Manager should start automatically. Check the start type. You must also set the reactions upon service failure.

1. Click Start - Settings - Control Panel - Administration.

2. Double-click Services. The list must contain the Communication Manager. 3. Double-click the Communication Manager service. The properties are displayed.

4. Check if Automatic is set as start type.

5. You must change the following settings on the Restore tab.

First failed attempt: Restart the serviceSecond failed attempt: Restart the service.

6. Click Apply to save your settings.

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Changing the configuration

To change the Module Manager (Communication Manager) configuration, for example to change the BCAG no., number of B-channels, etc., restart setup and enter the changes in the correct dialog box.

Checking the connection with the PBX

You can check whether a connection with the PBX has been established.

1. Open a command prompt (Dos box).

2. Enter the command

telnet

3. Enter the command

open <Host name> 5679

4. Use either the name or the TCP/IP address as the host name. 5679 is the port used by the Communication Manager.

5. If there is a connection, the entries are deleted and there are no further messages.

6. If there is no connection, the following error messages may appear:

Unable to connect to host

or

Connect failed

7. In this case, check the connection and settings. Make sure the digital subscriber is using the ETSI,0 protocol.


Creating a log file

You can use the Module Manager (Communication Manager) to create a log file. This file logs the actions of the Communication Manager. The development department can analyze this log file.

Please note that the storage capacity needed for this log file increases continuously. Either delete the file from time to time or use the start parameter only temporarily.

1. To create a log file you must stop the Communication Manager service.

2. Enter -o as the startup parameter.

3. Restart the Communication Manager (Start). The Communication Manager creates a log file called modman.log. The file is located in the Module Manager folder (...\system32).

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Configuring the PBX in the user interfaceIn the user interface, use the Configuration module to configure to settings for the PBX.

Start the user interface as normal. Configure the country settings and the settings for the PBX.

Country Settings

The Configuration module is open in the user interface.

1. Click the Country settings tab.

2. Click Create.

3. Enter the respective settings.


PBX

The Configuration module is open in the user interface.

1. Click the PBX tab.

2. Click Create.

3. Enter the respective settings. As the Type, select I55 and the correct Version, either E07 or E071.

4. Click External line. Enter the respective settings.


6. In TaskServerName click Edit. 7. Enter the host name of the PC running the I55 task server.




DSPF controllerIf you want to transfer announcements to the PBX, you need the DSPF controller application. You usually install the DSPF controller application on an interface PC or a separate PC.

Note: Setup does not fully install the driver for the VTB. When you connect the VTB, the operating system automatically detects the new hardware and begins the driver installation. A dialog window prompts you to enter the path for the driver files. The files are in the directory where you installed the DSPF controller.

Application

For further information see the DSPF controller user manual.

Installation

To install the DSPF controller, follow these steps. Setup does not fully install the driver for the VTB. Use the guided installation as usual.

1. The guided installation is started. Select DSPF Controller. 2. Click Install. The Welcome dialog opens.




Settings Comments







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8. Click Install. The installation takes several seconds.


Connecting the VT box

Setup does not fully install the driver for the VT box.

When you connect the VT box, the operating system detects that the new hardware has been detected. You must install the correct driver. Follow the instructions. The driver is in the DSPF controller folder.

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Using Voice Control with a connection to an ACM

Illustration: Voice Control in the CIE system

The following schematic illustration shows the structure of the CIE system and its necessary components.

TaskserverExtension

Voice Control server CIE server

CHAP

ivr.exe

Protocol: QSIG IP

H323 CAPI CAPIL2 TAPI TSAPI

Taskserver

PBX

CHAPAdapter

ACM QSIG IP


Mode of operation

The CIE server is connected to the PBX using a TSAPI interface.

CORBA connects the Voice Control server to the CHAP process, which abstracts the configured routes to the PBX. The CHAP is connected to the PBX using VoIP (QSIG). A CORBA connection from the CIE server and the Voice Control server to the task server process is used to control the Voice Control processes. Parallel to this connection, the Voice Control server can access the CIE system database using CORBA.

The Voice Control server (ivr.exe) controls the announcement channels. Configuration and IVR scripts are saved in the CIE database.

All IVR scripts are created with the IVR Editor module and saved to the database in XML format. During the initialization of the ivr process the IVR scripts are loaded from the database and converted from XML. The respective objects (script classes) are created. In addition, the CIE system is informed about all loaded IVR scripts via the CORBA interface.

If the CIE system wants to start an IVR script, it triggers the Voice Control server (ivr.exe) using the CORBA interface of the task server. The Voice Control server can then start and process the IVR script. The CIE system informs the Voice Control server of any errors and whether the IVR script was processed successfully.

Processes when starting a CIE system with Voice Control

The following table shows the processes when you start a CIE system with Voice Control.

Action in the CIE system(Starts)

Voice Control reaction

License server -

Database server -

LNA server -

Task Server Manager -

Taskserver -

CHAP -

CHAP Sync -

VEA -


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Connecting to the PBX

The Voice Control server is connected to the PBX via the CHAP and QSIG IP adapter.

Special aspects

Voice Control has the following special aspects.

• Voice Control can reject a script start.

• No telephony elements that affect the connection can be used with scripts of the type Announcement and Welcome announcement because calls cannot be routed.

• Voice Control rejects calls if all available ports are busy.

Voice Control-Server Reads licenses (licenses for the ports are allocated)

Connects to the database and reads data

Connects to CHAP

Creates scripts and endpoints

Creates audio ranges (TTS, ASR)

Connects to the task server

Kernel -

Vectors -

Activate CallFlow-Set -


Voice Control reaction


Using Voice Control with a connection to an I55

Illustration: Voice Control in the CIE system

The following schematic illustration shows the structure of the CIE system and its necessary components.

Voice Control server CIE serverivr.exe

S2MS0

VU manager

PBX

ISDNcard

S0 (CSTA protocol)T0

vu.exe


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Mode of operation

The CIE server is connected to the PBX using an S0 or S2M. The CSTA protocol is used as control protocol between the two components.

The Voice Control server is connected to the PBX using ISDN connections. The CIE server and Voice Control server are connected by a socket connection to control Voice Control processes over the Ethernet. Parallel to this connection, the Voice Control server can access the CIE system database using CORBA.

The Voice Control server (ivr.exe) controls the announcement channels on the ISDN card. Configuration and IVR scripts are saved in the CIE database.

All IVR scripts are created with the IVR Editor module and saved to the database in XML format. During the initialization of the ivr process the IVR scripts are loaded from the database and converted from XML. The respective objects (script classes) are created. All loaded IVR scripts are reported to the CIE system using the CIE socket interface.

If the CIE system wants to start an IVR script, it triggers the Voice Control server (ivr.exe) using the CIE socket interface. The Voice Control server can then start and process the IVR script. The CIE system informs the Voice Control server of any errors and whether the IVR script was processed successfully.

Processes when starting a CIE system with Voice Control

The following table shows the processes when you start a CIE system with Voice Control.


Voice Control and VU Manager reaction

License server -

Database server -

LNA server -

Voice Control-Server Reads licenses (licenses for the ports are allocated)

Connects to the database and reads data

Starts the CAPI

Creates scripts and endpoints

Creates the socket interface for the VU Manager

Task Server Manager -

Kernel Reads the IVR configuration (name, status of the IVRs and number, status of ports)

Reads the IVRs

Saves the script names and voice mails


Connecting to the PBX

You can use up to 2 ISDN cards (4 S0 or S2M ports) to connect the Voice Control server to the PBX.

Special aspects

Voice Control has the following special aspects.

• Voice Control can reject a script start.

• No telephony elements that affect the connection can be used with scripts of the type Announcement and Welcome announcement because calls cannot be routed.

• Voice Control rejects calls if all available ports are busy.

I55 task server -

VU manager -

Vectors -

Activate CallFlow-Set -


Voice Control and VU Manager reaction


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Quick-start guideThe following tables are quick-start guides for the respective topics.


Please note the requirements. Carry out the preparations first.


Install the components as described.

Step Action Notes

1. Install the ISDN card Only required for I55.

Step Action Note

1. Install the ISDN card driver Only required for I55.

2. Install base components if necessary

If no base components are installed on the PC running Voice Control, you must install them. See “Base components” on page 42.

3. Install Voice Control Settings:


Host name of the TTrace system server

Type of PBX

CTI settings


4. If necessary, install ASR If you are running OSR 3.0 and the license server on different PCs, you must deactivate the 3rd Party Licensing Components option. Following installation, you must copy osr.lic to [INSTALLDIR]\flexlm\license folder, where [INSTALLDIR] stands for the OSR 3.0 installation path.

5. If necessary, install TTS RealSpeak 4.0:

If you are running RealSpeak 4.0 and the license server on different PCs, you must deactivate the 3rd Party Licensing Components option. Following installation, in the environment variables under SSFT_TTS_LICENSE_SERVERS, you must replace localhost with the name of the PC running the license server.

Following installation, you must copy realspeak.lic to [INSTALLDIR]\flexlm\license folder, where [INSTALLDIR] stands for the RealSpeak 4.0 installation path.

Note: If RealSpeak 4.0 and OSR 3 are licensed together, you must use the OSR 3 license server.

Step Action Note


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Step 3: Configuration and startup

To start up Voice Control, follow these steps.

Step Action Notes

1. Configure VU Settings:Name

PBX

Type

Interface version

Host

TCP port no. (54321 for I55)

Mail server

Default script

Line allocation (for I55)

2. Allocate number Only required for ACM.

3. Assign a Voice Control to a task server

Only required for ACM.

4. Start Voice Control -

5. If necessary, create IVR Script

-

6. If necessary, create a task flow set.

-


PrerequisitesTo run Voice Control, you must meet the following prerequisites.

Hardware

You must have at least the following hardware for a CIE server with Voice Control.

See the following topic for the prerequisites: “CIE requirements” on page 27

Additional equipment

• You also need 256 MB RAM for each additional language.

• ISDN cards if necessary

PBX

You can use Voice Control with one of the following PBXs.

• I55

• ACM

Mail server and mailboxes

To use the Send voice mail as email feature in IVR Editor, Voice Control requires a mail server with SMTP access and the correct mailboxes.


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Supported WAV formats

We recommend the following WAV format for Voice Control.


You can use the following WAV formats. However, they might result in loss of quality.


• PCM 16,000 kHz, 16 Bit, Mono, 31 Kbit/s

• PCM 22,050 kHz, 16 bits, Mono, 43 Kbits/s

• PCM 44,100 kHz, 16 bits, Mono, 86 Kbits/s


Licensing

A license server allocates the necessary licenses for Voice Control. When you start applications, they request the relevant licenses from the license server.

License server

You need a license server. For installation and operation information, see the relevant user manual.

License Client

You need a license client. You must install the license client (See “License client” on page 44.). Following startup, you must enter the name of the license server.

Licenses

The respective files (*.ltx) contain the licenses. You need the following licenses for Voice Control.

License Explanation

VALUE_CIE_IVR_CON You need a license for Voice Control.

VALUE_CIE_IVR_PORT You need a license for each port.

Voice Control only recognizes ports that are set up and licensed. This does not mean that only as many IVR scripts can run as ports are available. IVR scripts can continue to run following a disconnection, but the original port is available for new connections.

If fewer ports are licensed than set up, the excess connection requests are canceled.

When you start Voice Control, the number licenses allocated does not exceed the number of ports set up for Voice Control. If you install additional licenses, you must restart Voice Control. If you run multiple Voice Control systems in parallel, each Voice Control allocates the number of licenses it requires.

VALUE_CIE_IVR_ASRPORT You need a speech recognition license for each port. Speech recognition licenses behave the same way as the VALUE_CIE_IVR_TTSPORT license.


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Installing new licenses during operation

If you install additional licenses while Voice Control is running, you must restart Voice Control.

VALUE_CIE_IVR_TTSPORT The licenses for TTS (VALUE_CIE_IVR_TTSPORT and VALUE_CIE_IVR_TTSLANG) are not allocated until they are needed (when a script element needs TTS) and are then made available immediately afterwards. The possible number of TTS elements that can work in parallel therefore determines the number of licenses. This number usually equals the number of ports.

You need a VALUE_CIE_IVR_TTSPORT license for each port you want to use with TTS. This allows you to use one language for TTS. If you want to use additional languages, you need VALUE_CIE_IVR_TTSLANG licenses for the additional languages. The number of VALUE_CIE_IVR_TTSLANG licenses you need equals the number of ports * number of additional languages.

When a TTS element becomes active, a VALUE_CIE_IVR_TTSPORT license and x VALUE_CIE_IVR_TTSLANG licenses are allocated, where x equals the number of additional languages.

Example:

If you have a system with 30 ports and 3 languages, you need 30 VALUE_CIE_IVR_TTSPORT licenses and 60 VALUE_CIE_IVR_TTSLANG licenses (due to the 2 additional languages). Each active TTS element allocates one VALUE_CIE_IVR_TTSPORT license and 2 VALUE_CIE_IVR_TTSLANG licenses for the duration of its runtime.

VALUE_CIE_IVR_TTSLANG See VALUE_CIE_IVR_TTSPORT

License Explanation


Installation filesYou need data media with the correct files for Voice Control and for ASR and TTS.

Folder for Voice Control

You can find the installation files on the DVD for CIE.

The following table shows an overview of folders for Voice Control.

ARS and TTs

The setup files for ASR and TTS along with the languages are on a separate DVD.

Folders Contents

Voice Control\Docu Contains documentation for Voice Control.

Voice Control\Docu\Example Scripts Contains example scripts.

Voice Control\Docu\Sybase SQL Contains SQL scripts.

Voice Control\Docu\Tools Contains tools.

Voice Control\Voice Control Server Contains the Voice Control installation.

3rdPartySW\Drive_ISDN Cards

..\Docu Eicon Cards

Eicon V-4BRI

Eicon V-PRI/E1/T1

Contains the drivers for the ISDN cards.

The Docu Eicon Cards folder contains the documentation for the Eicon cards.

The Eicon V-4BRI folder contains driver for the Eicon V-4BRI ISDN card (for I55 only).

The Eicon V-PRI/E1/T1 folder contains the drivers for the Eicon V-PRI/E1/T1 S2M card (for I55 only).


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Installing S0 ISDN cards (I55)To connect to an I55, you can use the following S0 ISDN cards:

• Eicon V-4BRI

Physically installing the ISDN cards

Install the ISDN cards in the PC as specified by the manufacturer.

Installing the ISDN cards

To install the ISDN card, follow these steps.

The operating system recognizes the ISDN card automatically and starts automatic hardware recognition.

1. The Wizard for searching for new hardware opens. Select Install from a list or specific location (for advanced users). Click Next.

2. In the Please choose your search and installation options dialog, select Include this location in the search. Clear all other options.

3. Insert the CIE DVD in the drive and specify the path for the driver files. Click Next.4. The ISDN switch type or D-channel protocol dialog opens. Accept the default setting and click

Next.5. The ISDN Multiple Subscriber Numbers (MSN) dialog opens. Accept the default setting and click

Next.6. Click Finish to end the installation.

7. Restart the computer.

Note: Once you have installed the driver, copy the adapter.cfg file to C:\Winnt\System32\Drivers\disdn. The file is on the CIE DVD in the ISDN cards drivers folder.

Checking the CAPI driver

To check the CAPI driver, follow these steps.

1. Open Computer Management.2. Select Device Manager.3. The network adapters list must contain Eicon V-4BRI.4. Double-click the driver to see its settings.


Where to get further information?

For more information, see:

www.eicon.de

Which is ISDN card 1 and which is ISDN card 2?

You can install two 4 S0 port ISDN cards (PCI) in your PC. A maximum of 2 times 4 (8) S0 connection are available. This corresponds to 16 B-channels. The assignment between the eight S0 connections on the PBX and the eight ISDN controllers in your PC and thus the eight S0 connections on the two cards is determined as follows:

The top ISDN card is ISDN card 1. The card underneath is ISDN card 2.

Whether the PCI bus is numbered from top to bottom or vice versa depends on the manufacturer. The settings apply for a Fujitsu Siemens PC. The photo below shows two installed ISDN cards.

ISDN card 1

ISDN card 2


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Which is controller 1 on the ISDN card and how do I need to wire it?

The sequence of controllers on Eicon BRI ISDN cards is from right to left when you look at the Western sockets of the ISDN card.

The following photo shows the ISDN card and the order of the controllers. Wire ISDN card 2 the same way.

Uninstalling the ISDN card

To uninstall the ISDN card, follow these steps.

1. Double-click the My Computer icon on your screen. The My Computer dialog opens.

2. Double-click the Control Panel icon. The Control Panel dialog opens.

3. Double-click the Hardware icon. The Hardware Wizard dialog opens.

4. Click Next. The Select hardware option dialog appears. Select Uninstall or remove device. Click Next.

5. The Select a method for removing the hardware component dialog opens. Select Uninstall device. Click Next.

6. The Devices installed on this computer dialog opens. Double-click Eicon V-4BRI.7. The Uninstall device dialog opens. Select Yes, uninstall this device. Click Next.

8. The ISDN is uninstalled.

9. Repeat the process for the second ISDN card.

Controller 1 for port 1 and port 2

Controller 2for port 3 and port 4




Configuration PBX I55 for S0You must configure the user access for the voice unit with S0 interface. You need e.g. a DS0 slide-in card.

Configuring the ICU data for the digital S0-user

You configure the digital S0-user with the ICU-Editor as usual.

You must make the following settings.

• S0 mode: Point to Point (PTP)

• Protocol: ETSI

Features

ANLM:

You must set the PBX feature "RZA".

AOLM

The following connecting device features are important for running a voice unit with an I55 PBX.

AOLM Explanation

IVR The feature IVR (Interactive Voice Response) must be enabled. To be able to distinguish different functional variants of a voice unit, the following features can be set in addition.

IVRVU Variant Voice Unit (multi B-channel)

The VU can have independent connections on each B-channel. Each connection can use Hold/Retrieve and Call Transfer (ECT). The B-channels are assigned by the ISDN card of the IVR.

IVRVC Variant Voice Control (Call Center)

The voice unit (VU) is connected with the Call center server via IP. The setup of the PBX contains a Call ID (for script selection).

IVRML Variant Voice Mail Last Redir. User (voice box)

The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the last diverting subscriber is used.

IVRMF Variant Voice Mail First Redir. User (voice box)

The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the first diverting subscriber is used.

If none of the variants IVRML or IVRMF is active (AOLM), no redirecting address is sent. Both variants must not be active (AOLM).


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Installing S2M ISDN cards (I55)To connect to an I55, you can use the following S2M ISDN cards:

• Eicon V-PRI/E1/T1

Physically installing the S2M card

Install the ISDN cards in the PC as specified by the manufacturer.

Installing the S2M card

To install the S2M card, follow these steps.

The operating system recognizes the S2M card automatically and starts automatic hardware recognition. Stop this process.

1. Insert the CIE DVD in the drive. Go to the folder with the correct driver software.

2. Start the Setup.exe installation program. The Diva Server Setup dialog opens. Click Next.3. The D-channel protocol dialog opens. Accept the default setting Europe/other countries, Euro

ISDN (ETSI-DSS1). Click Next.4. The Installation type dialog opens. Use the default. Click Next.5. The Selected installation options dialog opens. Click Next.6. The Installation is completed dialog opens. To end the installation, click Finish. The computer is

restarted.

Note: Once you have installed the driver, copy the adapter.cfg file to C:\Winnt\System32\Drivers\disdn. The file is on the CIE DVD in the ISDN cards drivers folder.

Configuring the Diva Server

To install the Diva Server, follow these steps.

1. Click Start - Programs - Diva Server for Windows - Diva Server Configuration Manager. The Diva Server Configuration Manager dialog opens.

2. Select the RAS icon.

3. Right-click and click Delete. The RAS icon is deleted.

4. Click the connection between services and ISDN cards. The Number of B-channels field is activated.

5. Select 30.

6. Open the File menu and select Activate.

7. You have to restart the PC.


Detecting the driver version installed

To detect the current driver version, follow these steps.

1. In the Control Panel, click System. The System Properties dialog opens.

2. Click the Hardware tab.

3. Click Device Manager. 4. Under Network adapters, double-click Eicon DIVA Server V-PRI/E1/T1.

5. Select Properties.

6. Click the Driver tab. The driver version is displayed.

Updating the driver

To install a current driver, you do not need to uninstall the previous version. Proceed as follows:

1. Install the current driver as usual. You do not need to make any special settings during the installation.

2. Following the installation, you must restart the PC.

RJ45 pin allocation for the ISDN card connection

The following illustration shows an RJ45 connector.

Pin 1 is on the left when the RJ45 connector is held with the cable facing downward, the pins facing you and the tab away from you.

1

RJ45


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Wiring

You need a cable from the PBX to the S2M card.

The table below shows the allocation of a possible cable.

Uninstalling the S2M card

To uninstall the S2M card, follow these steps.

1. Double-click the My Computer icon on your screen. The My Computer dialog opens.

2. Double-click the Control Panel icon. The Control Panel dialog opens.

3. Double-click the Hardware icon. The Hardware Wizard dialog opens. Click Next. 4. The Select hardware option dialog appears. Select Uninstall or remove device. Click Next. 5. The Select a method for removing the hardware component dialog opens. Select Uninstall

device. Click Next. 6. The Devices installed on this computer dialog opens. Double-click Eicon Diva Server V-PRI/E1/

T1 (PCI). 7. The Uninstall device dialog opens. Select Yes, uninstall this device. Click Next. 8. The S2M card is uninstalled.

Connection on the DT2 or DT21 in the PBX (system cable)

Eicon PRI pins on the RJ45 connection (Western)

Transmit A1 (black) 1 (white/orange) Receive

Transmit B1 (brown) 2 (orange) Receive

- Unassigned 3 -

Receive C1 (black) 4 (white/blue) Transmit

Receive D1 (red) 5 (blue) Transmit


Configuration PBX I55 for DTS2You must configure the access for Voice Control as type DTS2.

You need a DT2 slide-in card.

Configuring the ICU data for the digital S0-user

You configure the type DT2/MIT2 digital line card T2/TIE.

You must make the following settings.

• Call reference length: Length 2

• Access type: Subscriber

• Protocol: ETSI

Features

ANLM:

You must set the PBX feature "RZA".

AOLM

The following connecting device features are important for running a Voice Control with an I55 PBX.

AOLM Explanation

EMU Hold-for-pickup

AMT Direct outward dialing

IVR The feature IVR (Interactive Voice Response) must be enabled. To be able to distinguish different functional variants of a voice unit, the following features can be set in addition.

IVRVU Variant Voice Unit (multi B-channel)

The VU can have independent connections on each B-channel. Each connection can use Hold/Retrieve and Call Transfer (ECT). The B-channels are assigned by the ISDN card of the IVR.


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IVRVC Variant Voice Control (Call Center)

The voice unit (VU) is connected with the Call center server via IP. The setup of the PBX contains a Call ID (for script selection).

IVRML Variant Voice Mail Last Redir. User (voice box)

The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the last diverting subscriber is used.

IVRMF Variant Voice Mail First Redir. User (voice box)

The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the first diverting subscriber is used.

If none of the variants IVRML or IVRMF is active (AOLM), no redirecting address is sent. Both variants must not be active (AOLM).

AOLM Explanation


Installing Voice ControlTo install Voice Control, follow these steps.

Updating Tiva 2.x

If you have already installed an earlier version of Voice Control (Version V2.0.0.39007.4290 or later), install the current version as described. You do not have to uninstall the existing version.

Note: If you want to use Voice Control with the RealSpeak 3.5 text-to-speech software, install RealSpeak 3.5 before installing Voice Control.

If you are upgrading an existing installation of a BCC system V3.2 or V4.0, use the CIE 1.0 administrator manual.

Installation

To install Voice Control, follow these steps.

Note: Before running the setup, make sure the InstallShield scripting engine (See “InstallShield scripting engine” on page 38.) and base components (See “Base components” on page 42.) are installed.

If you want to run Voice Control on a different PC, you must also install CHAP (ACM only) (See “Installing the PBX driver, CHAP and PBX task server” on page 136.).

1. Open the Voice Control folder on the CIE DVD and in the Voice Control server folder, start the MSI file.

2. Follow the instructions. You must enter the following information during the installation.

3. If you do not need the additional ASR (speech recognition) and TTS features, the installation is complete.

Setting Explanation


Enter the host name of the CORBA naming service.

Host name of the TTrace system server

Enter the host name of the TTrace system server. The TTrace server receives the outputs of the processes using a socket connection.

Type of PBX Select the type of PBX (ACM or I55).

CTI server Enter the host name of the CTI server. Use the default setting for the CT port (5005). The user name and password must be identical to the CTI user set up. If you intend to use CTI functions, read the Installing the CTI server chapter.


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Installing ASR and TTSYou can install the ASR (speech recognition) and TTS (text-to-speech) functions together or separately.

The ASR installation includes the basic installation and installation of the required languages. You can install the individual ASR languages later.

For more detailed information on scenarios other than those described here, see the manufacturer's documentation provided.

Special aspects

For a consistent configuration, you must run the Activation of Languages program each time you change the engines.

You can install speech recognition software and text-to-speech software from multiple manufacturers on your PC. You can only activate only the speech recognition software from one manufacturer for Voice Control (Activation of Languages lets you choose when you start if applicable).

The OSR3 and RealSpeak4 software packages each include one license server. Although the license server is the same in both packages, OSR3 provides a more recent version of the software. If you want to run a single license server for OSR3 and RealSpeak4 on a PC, you should install only the more current license server included in the OSR3 software.

You must merge the license files for OSR3 and RealSpeak4. To do so, copy the INCREMENT sections of each of the license files to a file. The base entries for SERVER, VENDOR and USE_SERVER can only appear once in the merged file before the INCREMENT entries.

Enable the new merged file in the license server.

Installing ASR

The ASR installation includes the basic installation and installation of the required languages. You can also install the individual ASR languages later.

Nuance OSR 3.0 is included. Nuance SpeechPearl is also supported.


Installing OSR 3.0

To install OSR 3.0, follow these steps.

1. Insert the Languages DVD and open the ASR - OSR 3.0 folder.

2. In the OSR-3.0 folder, start Setup.exe. The Welcome dialog opens. Click Next.3. Agree to the license agreement and click Next.4. The Custom Setup dialog opens. Leave the default setting if you want to install OSR 3.0 and the

license server on one PC. If you want to install the license server on another PC, deselect 3rd Party Licensing Components. Click Next.

5. The Ready to Install the Program dialog opens. Click Install.6. A message opens indicating that you must restart the PC. Wait to restart the PC until you have

installed the languages.

7. For the license to function correctly, you must complete the following steps: Copy the license file (osr.lic) to [INSTALLDIR]\flexlm\license folder (default: c:\Program Files\SpeechWorks\OpenSpeech Recognizer\flexlm\license folder).

8. The basic installation is complete. You still need to install the required languages. Each language has its own setup.

Installing the languages

To install the languages, follow these steps.

1. Insert the Languages DVD and open the ASR - OSR 3.0 folder.

2. Open the folder for the required language and start Setup.exe. Follow the installation dialog.

3. After installing the required languages, restart your PC.

Note for licence server OSR 3

After the OSR 3 software license server has been installed, the following message may appear when the computer is restarted: Service DS1410D could not be started.

This message is referring to the dongle driver of this licensing software. However, because a dongle is not used to run OSR 3 with Voice Control, this message is irrelevant for operation.

Entering the following command in a prompt (DOS box) converts the service to manual startup. The next time the PC is started up, this message will not appear.

sc config DS1410D start= demand

Be sure to enter a space after “=”.


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Installing existing speech recognition software (ASR)

If you are using an earlier version of Voice Control (TIVA) and want to upgrade it but use an earlier version of the speech recognition software, note the following:

OSR1

The manufacturer has not released the software for Windows Server 2003 (prerequisite for Voice Control).

Speechpearl

The licenses for Speechpearl are tied to the PC's hardware. If you do not have a separate server for the licenses and change the hardware for Voice Control, you must upgrade the licenses to the hardware of the new PC. Consult your sales partner.

Installing Speechpearl

To install Speechpearl for Voice Control, follow these steps.

1. Insert the Tiva 2.2 CD in your CD-ROM drive.

2. Open the ASR_TTS\asr_runtime_basics\install directory on TIVA CD3 and start setup.exe. Follow the instructions and accept the default settings.

3. If you reinstall the License Manager on another PC, open the ASR_TTS\asr_runtime_basics\LicMgr\install directory on TIVA CD3 and start setup.exe.

4. Copy the license.dat file provided by the manufacturer to [INSTALLDIR]\lmgr\system (default C:\Philips\lmgr\system).

5. To install the individual languages, open the ASR_TTS\asr_runtime_xxx\xxx language\install directory on the TIVA CD3 (xxx stands for the language) and start setup.exe.


7. In Start - All Programs - Avaya - CIE - Voice Control, select Activation of Languages and activate the required languages (see also: Configuring languages in Voice Control).

8. Restart Voice Control.


Installing TTS

The text-to-speech (TTS) installation includes the basic installation and installation of the required languages. You can also install the individual TTS languages later.

Nuance/ScanSoft RealSpeak 4.0 is included. Nuance/ScanSoft RealSpeak 3.5 and Speech Works Speechify 2.1 are also supported.

Installing Nuance RealSpeak 4.0

Installation

To install Nuance RealSpeak 4.0, follow these steps.

1. Insert the Languages DVD and open the TTS - RealSpeak 4.0 folder.

2. In the RealSpeak 4.0.10 - SDK folder, start Setup.exe. The Welcome dialog opens. Click Next.3. Agree to the license agreement and click Next.4. The Custom Setup dialog opens. Leave the default setting if you want to install RealSpeak and the

license server on one PC. If you want to install the license server on another PC, deselect 3rd Party Licensing Components. Click Next.

5. The RealSpeak Host Service dialog opens. Accept the default setting and click Next.6. The Ready to Install the Program dialog opens. Click Install.7. The InstallShield Wizard Complete dialog opens. Click Finish.

Additional steps

For the license to function correctly, you must complete the following steps:

1. Copy the license file (realspeak.lic) to [INSTALLDIR]\flexlm\license folder (Standard C:\Program Files\Common Files\Scansoft\flexlm\license folder).

2. The environment variables contain the following entries: SSFT_TTS_LICENSE_MODE=default SSFT_TTS_LICENSE_SERVERS=27000@localhost

3. If RealSpeak and the license server run on different PCs, replace localhost with the name of the PC running the license server.

4. The basic installation is complete. You still need to install the required languages. Each language has its own setup.

NoteWhen the Nuance Realspeak 4 text-to-speech software is used, the manufacturer licenses are already allocated during startup of Voice Control rather than during the script run.


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Installing the languages

To install the languages, follow these steps.

1. Insert the Languages DVD and open the TTS - RealSpeak 4.0 folder.

2. Open the folder for the required language and start Setup.exe. Follow the installation dialog.

3. After installing the required languages, restart your PC.

Installing existing text-to-speech software (TTS)

If you are using an earlier version of Voice Control (TIVA) and want to upgrade it but use an earlier version of the text-to-speech software, note the following:

Speechify

The manufacturer has not released the software for Windows Server 2003 (prerequisite for Voice Control).

RealSpeak 3.5

To continue to use RealSpeak 3.5, follow these steps.

1. Install TIVA 2.2. This step is necessary for you to be able to install RealSpeak 3.5. Do not install Voice Control until after you have installed TIVA 2.2 and RealSpeak 3.5!

2. Open the ASR_TTS directory on TIVA CD3 and start setup.exe. Follow the instructions and accept the default settings.

3. Install the required languages from TIVA CDs 4 to 8.


5. Install Voice Control.

6. In Start - All Programs - Avaya - CIE - Voice Control, select Activation of Languages and activate the required languages (see also: Configuring languages in Voice Control).

7. Restart Voice Control.


Configuring languages in Voice Control

To be able to run the installed engine(s), follow these steps:

1. Open Start - All Programs - Avaya - CIE - Voice Control and select Activation of Languages.

2. If you have installed multiple speech recognition programs, a message is displayed: Speech recognition software from more than one manufacturer is installed. Select the manufacturer you want to use. From the list box, select an engine for ASR and click OK.

3. The Settings dialog opens. Select the languages installed for TTS and ASR from the list box.

4. Click OK. The required keys and values are entered in the registry.

Language Text-to-speech (TTS) voice Speech recognition

Manufacturer: OSR3

German

English


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Changing the port configuration

Connecting to an ACM

The Port Configuration application is installed with Voice Control. The Voice Control uses CHAP option is set by default. You do not need to make any changes, and you cannot make any settings.

Note

If you change Port Configuration when it is running, you must restart Voice Control.

Connecting to an I55

The Port Configuration application is installed with Voice Control. Select the Voice Control directly uses CAPI option. Now you can change the number of ports used. After you install Voice Control, all controllers are switched on for one ISDN card.

The Port Configuration application displays all controllers for the ISDN cards installed in your PC.

Note

If you change the Port Configuration when it is running, you must restart Voice Control.

Change

To change the port assignment, follow these steps.

1. In Start - All Programs - Avaya - CIE - Voice Control, click ISDN Ports. The ISDN port configuration is displayed.

2. You can select Busy (assigned) or Not busy for each controller. This setting determines which controllers are used for running Voice Control. Unassigned controllers can be used by other applications.

3. To accept the changes, click OK.


Example 1 for ISDN port configuration

In example 1, all ports are used for Voice Control.


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In example 2 the ISDN card 2/controller 8 port is assigned to another application.



In example 3, number 73 is deleted.

Note

The ISDN card 1/controller 4 cable with number 74 must be inserted at controller 3.


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Configuring Voice Control when connecting to an ACMThe following procedure describes how to configure a VU and use it in the CIE system.

Prerequisites

You must meet the following prerequisites to be able to connect Voice Control to a task server ACM correctly.

• All Voice Control components are installed and running as described.

• The following CIE processes must be running:- PBXDriver- CHAP- CHAPSync- VEA- PBX task server

Configuring the VU

You configure VUs in the Contact Center User Interface application. Proceed as follows:

1. Select the Administration tab on the left and the select Configuration.

2. Click the Voice Unit tab. To create a new VU, click Create.

3. The Voice Unit Configuration dialog opens.


Setting Explanation

Name Specifies the name of the voice unit. You can use 28 alphanumeric characters, maximum.

PBX Shows the PBX. If you have configured a Voice Unit, you can no longer change these settings.

Type You can choose between Voice Control and <External>.

If you select <External>, you must specify the connection type.

Interface version Specifies the version of the interface protocol. For Voice Control, enter 1.070.

Host Specifies the host name of the voice unit. You can also use the IP address.

TCP port. no. Specifies the TCP port number of the voice unit. The TCP port number is not required for an ACM. For an I55, enter 54321.


5. Click Ok to confirm your settings.

Mail server Specifies the host name of an SMTP-capable mail server. Voice Control uses this mail server to send emails.

Default script Specifies the default script. If an error occurs, Voice Control starts this script.

Line allocation This box is blank for ACM.You allocate lines using the CHAP server tab. See “Assigning numbers in CHAP” on page 211.

Setting Explanation


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Assigning numbers in CHAP

You use the Contact Center User Interface application to enter the numbers, number of existing channels and the distribution of existing numbers/channels to different applications.

To set the configuration below, you must start Voice Control.


2. Click the CHAP server tab. Once a CHAP is running on a system, it is entered automatically on this tab. Select a CHAP and click Edit.

3. The [CHAP Server] CHAP dialog opens. Select the CHAP adapter tab.

4. In the list of installed hardware adapters, select ACM_QSIG_IP and click Edit.5. The [CHAP Adapter] ACM_QSIG_IP dialog opens. Select the CHAP adapter line tab.

6. Click Create. Enter your numbers (start number and end number) and the number of channels. These numbers must also be configured in the PBX.

7. Select the CHAP adapter line tab. Select one of the configured line entries. Click Properties and enter the IP address of the PBX and the local IP address of the Voice Control server.

8. Click OK to close the dialog.

9. Select the CHAP application resource tab. Under Application name, select Voice Control.10. Click Create. Enter the numbers and corresponding number of channels you want to assign to the

Voice Control application. Note: You may also need to assign numbers and channels to the VEA application if you need them for queue announcements.

11. Click OK to close all dialogs.


Assigning Voice Control to a task server

For Voice Control to work with a task server, you must assign it to a task server. Proceed as follows:

1. Start the Contact Center User Interface application.


3. Click the PBX tab. Select the correct ACM system and click Edit.4. The PBX Configuration - Create dialog opens. Select Assign to CIE and click Edit.5. The [Task Server] dialog opens. Click the Assignment tab.

6. Under Assigned applications the VEA may already be entered. Other applications contains Voice Control. Select it and click <<<. Voice Control now appears under Assigned applications.

7. Click OK to close all dialogs.


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Configuring Voice Control when connecting to an I55The following procedure describes how to configure a VU and use it in the CIE system.

For more information, see the I55 PBX documentation.

Configuring the VU

You configure VUs in the Contact Center User Interface application. Proceed as follows:


2. Click the Voice Unit tab. To create a new VU, click Create.

3. The Voice Unit Configuration dialog opens.


5. Click Ok to confirm your settings.

Setting Explanation

Name Specifies the name of the voice unit. You can use 28 alphanumeric characters, maximum.

PBX You can choose between Voice Control and <External>.

If you select <External>, you must specify the connection type.

Type You can choose between Voice Control and <External>.

Interface version Specifies the version of the interface protocol. You must enter 1.070 for Voice Control.

Host Specifies the host name of the voice unit. You can also use the IP address.

TCP port. no. Specifies the TCP port number of the voice unit. We recommend using 54321 as the port number. If you change the port number, you must restart Voice Control.

Mail server Specifies the host name of an SMTP-capable mail server. Voice Control uses this mail server to send emails.

Default script Specifies the default script. If an error occurs, Voice Control starts this script.

Line allocation Select the numbers of the channels used to connect Voice Control and the PBX.


Notes

Note when configuring topics

When you configure a topic on the Telephony tab, you must select a script for playing voice mails.

Creating IVR scripts

You can use the IVR Editor module to create the correct IVR scripts. For information on how to create, edit, save and enable IVR scripts, see the IVR Editor user manual or online Help for the IVR Editor module.

Entering the default script for errors

To use a default script if an error occurs, you must create and configure a default script.

1. Start the Contact Center User Interface application.


3. Click the Voice Unit tab.

4. Select the correct voice unit.

5. Click Edit. The Voice Unit Configuration dialog opens.

6. In the Default script field, enter the default script.

7. Click Ok to save your settings.

Creating the task flow set

You create task flow sets in the Taskflow Editor module. The Taskflow Editor is located in the Contact Center User Interface application on the Administration tab. You can use the VU scripts you created in a task flow set.

1. Create the task flow set. Use the VU scripts as required.

2. To use a task flow set in the CIE system, you must activate the task flow set.


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Starting Voice Control manually

If Voice Control is not started automatically as part of the Watchdog (service), you can also start it manually.

Proceed as follows:

1. Double-click the Voice Control desktop link.

or

1. Open Start - All Programs - Avaya - CIE - Voice Control - Voice Control

Voice Control in the PBX network

Configure

A Voice Control component is permanently assigned to a PBX. You must assign an IVR script to one or more Voice Controls.

To learn how to do so, refer to the Customer Interaction Express IVR Editor user manual or to the Online help.

Conditions

Note the following conditions for assigning Voice Units.

• You can only assign an IVR script to Voice Units on the same PBX.

• You cannot change the PBX assigned to a Voice Unit. You cannot change the PBX in the VU configuration dialog.

• When you delete a Voice Unit, the assignment to the IVR script is removed via the database.

• When you delete an IVR script, the assignment to the Voice Unit is removed via the database.

Voice Control service and maintenance

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Help with problemsThe following problems might occur. A possible solution is presented.

Condition in the Logic element is not processed correctly

Problem

A condition in the Logic element is not processed correctly.

Solution

Note that the words lower and upper cannot be part of a variable name.

IVR script is not loaded by Voice Control

Problem

An IVR script is not loaded by Voice Control and not reported to the CIE call center.

Solution

Make sure the references used (scripts, variables, tags, etc.) are available and defined.


Voice Control does not receive any calls (only applicable if connected to an I55)

Problem

Voice Control does not receive calls for certain numbers.

Solution

In the Contact Center User Interface application in Administration - Configuration, when you configure the line allocation for Voice Control (e.g. 71, 72, 73, 74), the ports are numbered sequentially. The ports are sent to Voice Control. Voice control switches on controllers 1 to 4.

71 -> 1, 2

72 -> 3, 4

73 -> 5, 6

74 -> 7, 8

If, for example, you delete number 73, the ports are renumbered. The ports are sent to Voice Control. Voice control switches on controllers 1 to 3. Controller 4 is switched off.

71 -> 1, 2

72 -> 3, 4

74 -> 5, 6

If the cable for number 74 is still connected to port 7 and 8 of the ISDN card, Voice Control does not receive calls for this number.

Overload prevention

Voice Control is a realtime speech processing system that requires enough computing time to meet all requirements without errors.

Due to side effects (copying files on other applications or similar processes) on the system, operating at full load can overload the system, which disrupts realtime processes. To prevent this, the PC load is monitored, and if the system load stays at 100% for too long, an overload prevention feature starts. Existing connections are processed correctly, but no new connections are accepted as long as the system is overloaded.

The relevant overload messages are issued in TTrace.

You can switch off the automatic overload prevention feature. To do so, go to LOCAL_MACHINE\SOFTWARE\AVAYA\CIE\VoiceControl\Configuration and set the PerfmonDisabled registry entry to true.


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ServiceYou can edit the Windows registry and use TTrace for service purposes.

Windows registry

Only experienced users should change entries in the Windows registry.

In the Windows registry, entries for Voice Control are in LOCAL_MACHINE\SOFTWARE\Avaya\CIE\VoiceControl\Configuration

You can change the folders for voice messages and audio files to record later.

Change Explanation

PathVUScripts Folder for XML scripts

PathDefaultRecordings Folder for audio files that are recorded

PathMsgAnnouncements Folder for voice announcements

PathMsgTts Folder for text files for TTS

PathExecuteFiles Folder for files to run

PathMail Folder for unsent emails


Settings useful reporter categories for TTrace

When Voice Control starts, no default reporters are switched on for TTrace.

The following reporter categories are useful for error messages. The table lists types of errors and the corresponding reporter categories.

In the registry in LOCAL_MACHINE\SOFTWARE\Avaya\CIE\VoiceControl\Configuration InitialTTraceCategories, you can enter reporter categories separated by commas that you want to switch on automatically when Voice Control starts.

When connecting to an ACM

When connecting to an I55

Type of error Reporter category

TTS/ARS speech recognition VC_AUDIOVC_VUSVC_IVR

Voice Control-CIE communication VC_VUSVC_IVRVC_TSEVC_TSE_Det

Connection/disconnection VC_CHAPVC_BASICSVC_IVR

Script flow VC_VUSVC_IVR

Type of error Reporter category

TTS/ARS speech recognition VC_AUDIOVC_VUSVC_IVR

Voice Control-CIE communication VC_IVRSVRVC_BcclvrVC_VUSVC_IVR

Connection/disconnection VC_ISDNVC_BASICSVC_IVR

Script flow VC_VUSVC_IVR


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Changing the host names of the CORBA naming service, TTrace server or CTI server settings

To change the host name of the database server, license server, TTrace server or CTI server settings later, follow these steps.

1. Stop the Voice Control server

2. On the CIE DVD, open the Voice Control Server folder and double-click setup.exe. The installation routine for Voice Control starts. The Program maintenance dialog opens.

3. Select Repair/Actualize.

4. You can then change the host name of the CORBA naming service, TTrace server or CTI server settings.

5. Click Next. 6. To accept the changes, restart the Voice Control server.

Uninstalling Voice Control with the SpeechPearl engine

You can remove Voice Control, ASR and TTS as you normally would using the Control Panel.

1. Click Start - Settings - Control Panel. 2. Double-click Software.

3. Remove the following components:

4. Once you have removed all the components, restart the PC.

Component Explanation

Install ASR_TTS -

Philips xxx Standard Language Resources

xxx stands for the installed ASR language

Scan Soft License Manager 8.0 -

ScanSoft SpeechPearl 8.0 -

ScanSoft SpeechPearl Client 3.0 -

ScanSoft SpeechPearl Server 3.0 -

ScanSoft Telecom Realspeak SAPI5 xxx xxx stands for the installed TTS language

TTS_xxx xxx stands for the installed TTS language

Voice Control -


TTrace commandsTo check the status of Voice Control, you can use commands in TTrace. The Command list box contains all possible commands. Once you have selected the command, select Send to send the command to the application.

VC_ShowSystemInfo

System information

The following system information is displayed.

VC_ShowControllerStatus

Shows the number and status of channels and endpoints

System information Explanation

Voice Control Vx.x.xxxxx.x TT.MM.YYYY

Shows the Voice Control version and date created.

Active Channels Shows the number of active channels.

Licenses for Channels Shows the number of licenses for channels.

Licenses for TTS Devices Shows the number of licenses for text-to-speech.

Licenses for VC Devices Shows the number of licenses for Voice Control (speech recognition).

Static Scripts Shows all loaded VU scripts in a list. Faulty VU scripts that cannot be loaded are discarded in Voice Control and are not shown in the table of static scripts. Scripts that can be loaded but whose subscripts were not loaded are saved in Voice Control. They are only marked as static scripts once the subscripts are loaded successfully.

Information Explanation

Number of port licenses Number of port licenses allocated

Number of active b-channel connections

Number of active B-channel connections

Number of b-channels Number of available B-channels

Number of registered/busy endpoints

Number of endpoints registered and used


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VC_ShowConnectionStatus

Shows information on existing connections.

VC_ShowScriptStatus

Shows information on the script currently active. Shows script name, port, invokeID and PLCI.


ID Indicates an internal ID number.

CallID Indicates the ID number of the call.

From Indicates the caller's number.

To Indicates the callee's number.

Redirect Number Indicates a diversion destination.

State-D Indicates the status of the D channel. The statuses are assigned to numbers. The list below shows the numbers and the assigned statuses.0 means INIT1 means INDICATED2 means REQUESTED3 means CONFIRMED4 means ACCEPTED_15 means ACCEPTED_26 means HOLD7 means CONNECTED8 means DISC_INDICATED9 means DISC_REQUESTED

State-B Indicates the status of the B-channel. 0 means INIT1 means CONN_INDICATED2 means CONN_REQUESTED3 means CONN_CONFIRMED4 means CONN_ACCEPTED_15 means CONN_ACCEPTED_26 means CONNECTED7 means DISC_INDICATED8 means DISC_REQUESTED

PLCI Indicates the number of the PLCI.


VC_ShowIVRStatus

Shows information on the active IVR endpoints. Shows all active (working) VU scripts. An IVR_User is created for each VU script.

When the system is idle, all ports and all reservations must be available, no active scripts can be displayed, and there must be no connections.

If you suspect something in Voice Control is not running, you can check using these dynamic status displays.

VC_ShowCallReporting

Shows reporting for calls

VC_AbortScript

Ends a running script; you do not need to restart Voice Control. Use this command if you accidentally activate an infinite script.


EPT Endpoint address

CallID ID number of the call

Port Port number of the connection

State Script status:0 indicatesPassive (no script is loaded)1 indicates Active (IVR_User is active; a script is loaded and can be started)2 indicates Active-aborted (IVR_User is active; script was terminated)3 indicates Run (IVR_User is connected; script is running)4 indicates Disconnected-hangup (IVR_User is disconnected because a hangup element is reached in the script; the script is still running)5 indicatesDisconnected-other (IVR_User is disconnected. Script is running without a connection.)6 indicates Disconnecting (Disconnect indication received; script is still running without B-channel)

Script Name Name of the script

Creation time Time script started

Endpoint without connections

Shows scripts that are running without connections.


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VC_ShowBCCStatus

Shows the script status in connection with the CIE.

VC_ShowLicenseStatus

Shows the number of licenses currently allocated (see chapter on licenses for the license names)

VC_ShowTSEInfo

Shows information on the voice messages available in the system.

VC_ShowTSErouteVoiceMessages

Shows information on and statuses of the voice messages available in the system.

.


EPT Endpoint address

CallID ID number of the call

InvokeId ID for activating the script

BCC State Script status:0 means unknown1 means StartScriptRequest2 means StartScriptWaitRequest3 means StartScriptInWait4 means StartScriptResponseSuccess5 means StartScriptResponseError6 means ScriptComplete7 means ScriptChangeRequest8 means CancelScriptRequest9 means StopScriptRequest

Script Name Name of the script

Installing the UMR

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Installing the UMR

Quick-start guideThe following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users.



Please note the requirements. Carry out the preparations first.


Install the UMR components and address book server.

Step Action Notes

1. Switch off NT kernel mode printer driver

-

2. Switch off Display Shutdown Event Tracker

-

Step Action Notes

1. Select the components Setup type: UMR Core

Use the other default settings

2. Enter the settings Enter the settings for the following components.

Service accountomniORB Naming ServiceDatabase server parametersAccess to the database serverPC name of the license serverText template server parameters


3. Update the database Select:

Use the default settings

4. UMR Core Locales Optional installation of additional languages. English and German are installed with UMR Core.

5. Installing UMR Archiving (RoD)

Enter the settings for the following components.

Reporting databaseArchiving (source) databaseScheduler databaseArchiving (destination) database

6. Install the address book server

Enter the following settings.

User name and password

Host name of TTrace server, portHost name of CORBA naming service, portSybase database server nameAdministrative user nameAdministrative password

Size of adb database device (MB)Install adb device

Installing the UMR

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Step 3: Startup

Note the start sequence when starting up the UMR.

Step Action Notes

1. CIE system start sequence Database serverLockNotifyAccess serverTask Server ManagerKernelReconstructorLAD serverVectorsRealtime InformationReporting

2. UMR start sequence OmniNames TomcatUI Session ManagerDB serverLNA serverC3000 serverUMR ClientAdapterUMR config serverUMR task serverPOP3 IMAP4 clientSMTP connectorUMR text template serverAvaya observation serviceRoD repo serverRoD RodomatRoD scheduler serverRoD ArchieRoD CommandExecuter


PrerequisitesPlease note the prerequisites, particularly when installing server components.

Hardware

Server hardware

See the following topic for the hardware and software requirements:

“CIE requirements” on page 27

Agent equipment

You must have at least the following hardware for an agent workstation. The requirements are greater if you are also using other applications.


• At least 512 MB of SDRAM



• Pointer (mouse)


Software

You need the following operating systems and platforms and the corresponding CIE software. In each case, install the current service packs for the operating system and Internet Explorer.

Server operating systems

• Microsoft® Windows 2003 Server R2

Agent operating systems

• Microsoft Windows XP

Applications

• Internet Explorer 6.x

Installing the UMR

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Proxy server

In general, a proxy server (HTTP proxy) is used to access the Internet in a company network. It is possible to use an automatic configuration script for the LAN settings.

In order for the Web applications of the CIE system to work correctly, you must set the relevant exceptions in the LAN settings or modify the automatic configuration script accordingly.



PreparationsBefore starting the installation, we recommend that you make the following settings.

Switching off the NT kernel mode printer driver

To ensure proper operation, switch off the NT kernel mode of the printer driver. Proceed as follows:

1. Launch the Group Guideline Editor. To do so, click Start - Run. Enter gpedit.msc. Click OK.

2. Go to the Administrative Templates folder.

3. Double-click Disallow Installation of printers using kernel-mode drivers.

4. On the Setting tab, click Disabled.


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Switching off Display Shutdown Event Tracker

Requesting the reason for the result when shutting down or restarting the server can be disabled in Group Guidelines.

1. Launch the Group Guideline Editor. To do so, click Start - Run. Enter gpedit.msc. Click OK.

2. Go to the Administrative Templates folder.

3. Double-click Display Shutdown Event Tracker.

4. On the Settingtab, click Disabled.



Installing UMR componentsInstallation instructions are divided into multiple steps to make them more clear.

Use the host name

When specifying the host name, use the host name of the PC, not localhost.

Installing the CIE system

Install a CIE system as you normally would. For installation information, see “Installing components” on page 38.

You likely have already installed the following CIE components.

• Java Development Kit

• Jakarta Tomcat

• WebLM

• License Client

• Naming service

• Base components

• TTrace

• UI SessionManager

• Sybase

• Database

• Contact Center Core

• Contact Center Additional

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Java Development Kit (JDK)

You must install Java Development Kit 1.5.7 or higher. All correct settings will then be made automatically.

Note

You may already have JDK or have already installed JDK beforehand.

Please note that you must install Support for additional languages.

We recommend that you disable the Java automatic update.

More information

For information on how to install JDK, see “Java Development Kit (JDK)” on page 39.


Step 1: Installing UMR (select components)

To install UMR Core, follow these steps.

1. The guided installation is started. Select UMR Core.

2. Click Install. The Select a language dialog opens.

3. Use the default.

4. Click OK. The UM Core dialog opens.

5. Click Next. The Select destination dialog appears.

6. Use the default ..\Avaya\UM Core\.


8. Select UMR.

9. Click Next. The Select features dialog opens.

10. If you want to send and receive faxes and SMS messages from the CIE system, you must select the Fax Gateway and SMS Gateway options.

11. The following figure shows the selected options.

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Step 2: Installing UMR (settings)

You have selected the components.

1. Click Next. The Select a language for the runtime componentsdialog opens.

2. Select the default language for the UMR interfaces (Web Client and Textblock Administrator).

3. Click Next. The Service Account dialog opens. Enter the following settings.

4. If you don't follow the guided installation, click Next. The TTrace Parameter dialog opens. Enter the following settings.

5. Click Next. The OmniOrb Naming Service dialog opens. Enter the following settings.


Service Account - Setting Explanation

User name Indicates the user name. You must enter a user. This user is used to start the UMR services.

Password Indicates the user's password.

Repetition Enter the password again.

Service Account - Setting Explanation

Host Specify the host name or TCP/IP number of the PC running TTrace.

Port Indicates the port of the TTrace server. Use the default port 10300.

OmniORB Naming Service - Setting

Explanation

Host Specifies the host name of the host running the omniORB naming service. Generally this is the CIE Server.

Port Shows the port for the omniORB naming service. Use the default 2809.



6. Click Next. The Database Server parameters dialog opens. Select an option.

7. Click Next. The Access to the Database Server dialog appears. Enter the following settings.

8. Click Next. The computer name of the License Server dialog opens. Enter the following settings.


Parameters for the database server - option

Explanation

Local You usually use the default setting Local. The database is on the same PC.

Remote If the database is running on a different PC, select Remote.

Access to the database server - settings

Explanation

User name Enter the user name. As a general rule, use the user sa.

Password Enter the password.

Repetition Repeat the password.

License server computer name - setting

Explanation

Computer name Shows the host name of the license server. The required licenses for UMR are allocated from this license server.

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9. Click Next. The Text Template Server Parameters dialog opens. Enter the following settings.

10. Click Next. The Start copying files dialog opens. The correct components must be displayed.

11. To start the installation, click Next. The Setup status dialog opens. The components are installed. The installation takes several minutes. The UMR Database Installer 2.0 dialog opens.

Text template server parameters - setting

Explanation

Database driver Standard: com.Sybase.jdbc2.jdbc.SybDriver

Database To enable text blocks to be created in the CIE database, enter the host name of the PC running on the database.

Port Use the default setting.

Database name Indicates the database name. Standard: cc


Step 3: Installing UMR (updating the database)

1. The UMR Database Installer 2.0 dialog is opened.

2. Select the following options.

3. Click Next. The Database devices dialog opens. Use the default settings for the UMR database or change the settings as required.

4. Click Next. The Database devices dialog opens. Use the default settings for the UMR database or change the settings as required.

5. Click Next. The UMR Archive dialog opens. Use the default settings for the archive database or change the settings as required.

6. Click Next. The UMR Archive dialog opens. Use the default settings for the archive database or change the settings as required.

7. Click Next. The Ready to install dialog opens.

8. Click Install. The Please donft interrupt the installation process dialog opens. The progress is displayed. The installation takes several minutes.

9. A security prompt appears. Click OK.

10. The Upgrade Tool dialog opens. Enter the following settings.

11. Click OK. A security prompt appears. Use the default.

12. Click Upgrade. After a few minutes, the conversion to unicode successfully finished dialog opens.

13. Click OK.

14. Click Exit. After a few minutes, the Please donft interrupt the installation process dialog opens again. The database server is restarted.

15. The InstallShield Wizard Complete dialog opens. Select Yes, restart computer now.

16. Click Finish.

Upgrade ToolSettings

Explanation

Name of database server The name of the database server is set by default.

User name Enter the user name. As a general rule, use the user sa.


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Step 4: UMR Core Locales

To install additional languages (e.g. French), you first need to install UMR Core Locales. During the installation of UMR Core English and German are installed by default.

1. The guided installation is started. Select UMR Core Locales. The UMR Core Locales dialog opens.




5. Click Install. The UMR Core Locales dialog opens.

6. Click Finish.


Step 5: Installing UMR Archiving (RoD)

To install UMRArchiving (RoD), follow these steps. Rod stands for Reporting on Demand.

1. The guided installation is started. Select UMR Archivien (RoD). The RoD dialog opens.

2. Click Next. The Choose Destination Location dialog opens. Use the default.

3. Click Next. The Create Folder dialog opens.

4. Click Yes. The Language Selection dialog opens. Select a language.

5. Click Next. The Report database dialog opens. Enter the following settings.

6. Click Next. The Archive (Source) database dialog opens.


Language selection - setting

Explanation

Language Select your preferred language for the ReportOnDemand components software interface.

Report database - Setting Explanation

Database type You cannot change this setting.

Database server Indicates the host name of the database server.

User Enter the user name. As a general rule, use the user sa.


Confirm password Repeat the password.

Archive (source) database - setting

Explanation

Database type You cannot change this setting.

Database server Indicates the host name of the database server.

User Standard: c3k



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7. Click Next. The Scheduler database dialog opens. Enter the following settings.

8. Click Next. The Archive (Target) database dialog opens. Enter the following settings. The settings vary depending on the database type you select.

Scheduler database - Setting Explanation

Database type You cannot modify this setting.

Database server Specifies the database server.

Host name Indicates the host name of the database server.

Port Enter the port for the PC running the database server (default 5000). You can find the port settings in sql.ini(<Sybase installation dir.>/ini)For a remote Sybase computer, enter the port of the remote Sybase computer.You can find the port number using the dsedit program:Start - Programs - Sybase - dseditThe servers are displayed with the corresponding ports in the Interfaces Driver window.

Database Standard: c3k

User Enter the user name. As a general rule, use the user sa.



Archiv (Target) database - Setting

Setting required for database type

Explanation

Database type SybaseOracleSQLServer

Generally use Sybase. You can also select Oracle or SQLServer. Enter the remaining settings based on the database.

Host name SybaseOracleSQLServer

Enter the computer running the database server.

Port Sybase Enter the port.

Database name SybaseOracleSQLServer

Enter the name of the UMR archiving database (e.g. archive).

Size of database SQLServer Indicates the size of the database in MB.

Size of database log SQLServer Indicates the size of the log file in MB.

Database device OracleSQLServer

Indicates the database device.

Size of database device OracleSQLServer

Indicates the size of the database device.


9. Click Next. The Start Copying Files dialog opens. The correct components must be displayed.

10. To start the installation, click Next. The Setup status dialog opens.

11. The Question Do you want to activate cyclic archiving of umr data? dialog opens.

12. Confirm by clicking Yes. The InstallShield Wizard Complete dialog opens.

13. Click Finish.

Log device SQLServer Indicates the log device.

Size of log device SQLServer Indicates the size of the log device.

ODBC driver SybaseOracleSQLServer

Click the ? button to display the recommended ODBC drivers. Select a driver suitable for your UMR archiving database and click OK. The ODBC driver is entered in the field.An ODBC driver is set up by ROD Setup for Sybase.

Driver specifics SybaseOracleSQLServer

Click the ? button to display the parameters recommended for the selected ODBC driver. You can modify the parameters according to your requirements. Click OK.The parameters are entered in the field.

Customer user OracleSQLServer

Indicates the user name for the target database.

Password OracleSQLServer

Indicates the password for the target database user. The password is shown encrypted (*).

Confirm password OracleSQLServer

Repeat the password.

Archiv (Target) database - Setting

Setting required for database type

Explanation

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Step 6: Installing the address book server

To install the address book server, follow these steps.

1. The guided installation is started. Select Address book server. 2. Click Install. The Address Book Server - Setup dialog opens.

3. You must enter the user (User name) and password (Password).

4. Click OK. The Address Book Server - Setup dialog opens.



Use the default setting ..\Avaya\Customer Interaction Express\.


9. Click Next. The Configuration dialog opens. You must enter the following information.


11. Click Install. The Installing Address Book Server dialog opens. The time it takes to install the database depends on the size of the database.


Settings Comments

Host name of CORBA Naming Service


Port In general, use the default setting 2809.



Port Port 10300 is used. You cannot change this setting.

Settings Comments

Size of adb database device (MB) In general, use the default setting 500 MB. One GB holds 100000 address entries.

Install adb device (adbdb.dat) and adb log-device (adblog.dat) to

To select a different folder, select Change. Use the default setting.


StartupAfter installing CIE with UMR, you must define the start sequence in the Watchdog (for CIE and UMR processes) and configure the CIE system.

You can also consult “Processes that run on a CIE server” on page 73 to learn about these processes.

Defining the start sequence of processes in Watchdog

You can configure the sequence in which individual processes are started in the Watchdog.

For more detailed information about the Watchdog, see the Watchdog V4.X User Manual.

Always ensure you have set the correct start sequence for processes in the CIE system.

Default processes

The following processes must run on each CIE server regardless of whether the system is an email system or a system with an I55 or ACM PBX.


The following processes are installed as services that start automatically.

• OmniOrb (Automatic)

• TTrace (Automatic)

• Watchdog (Automatic)

• UI Session Manager (Automatic)

• TomCAT (Automatic)

Watchdog

The following processes must be started by the Watchdog in each CIE system.

• db_srv

• lna_srv

• TaskserverManager

• Kernel

• Vectors

• ReportGenerator (man. service)

• Monitor_srv

• Statistic_srv

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Processes: UMR (email system)


The following processes must run as services that start automatically if you have a UMR system.

• C3k_db_srv

• C3k_lna_srv

• C3000 server

• UMR ClientAdapter

• UMR config server

• UMR task server

• POP3 IMAP4 client

• SMTP connector

• UMR text template server

• Avaya observation service

• RoD repo server

• RoD Rodomat

• RoD scheduler server

• RoD Archie

• RoD CommandExecuter

Watchdog

The following processes must always be started by the Watchdog if you have a UMR system.

• Reconstructor

• adb_srv (bat file)

Note

In CIE systems with UMR the address book server is not started as a service. Because the address book server requires a Sybase installation, it is installed on the database server.

For CIE systems with UMR the reconstructor process must always be started. The reconstructor process ensures that no reporting data are lost.

The statistic_srv with the –recon 1 parameter must also be started.


Uninstalling componentsYou can uninstall UMR components as you normally would.

Components

To uninstall components, follow these steps.

1. Select Start - Settings - Control Panel - Software.

2. Select UMR.

3. Click Change/Remove.

C3k database is not deleted

The c3k database is not deleted.

If you do not want to replace the c3k database when you install UMR, you can select the appropriate option in the security notice.

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Setting up UMRWe will set up a sample topic, agent group and agent. We will then create a simple task flow. This will allow us to test the UMR features in the CIE system.

Connecting a CIE system to mail systemsThe UMR system receives email messages via SMTP or can retrieve messages from a mail server account using the POP3/IMAP4 protocol. We recommend leaving copies of messages on the mail server. If you use SMTP, you must configure the mail server to send only a copy to the UMR system. If the UMR server retrieves the messages and a copy must stay on the email server, use the IMAP4 protocol.

The UMR system can receive faxes and SMS messages directly if you use the correct configuration. To use the fax gateway, you must integrate an ISDN card. To use the SMS gateway, you must connect an SMS modem to the UMR system. If you use a C3000 UMS system, you can use these hardware resources together.

The SMTP protocol is used for sending email messages (replies, forwards of customer messages). You must configure the correct relay host on the mail server for this purpose.

Faxes and SMS messages are sent directly using the hardware mentioned previously.


Illustration: CIE system with UMR

The following illustration shows the connection from a CIE system to mail systems.

CIE KernelVectors

SMTP

UMR POP3

IMAP4

Mailserver- Exchange- Domino- Groupwise- Linux, …

Send copy of email using SMTP

Mailserver- Exchange- Domino- Groupwise- Linux, …

MailAccount 1

MailAccount 2

MailAccount n

Downloadmessage

NUIUMR WebClient

Mailserver(Relayhost)

Send emailusing SMTP

Internet(email)

FAX GW

SMS GW

PBX

Carrier

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List of UMR components

The following table shows the UMR components and explains their functions.

Component Function

CIE In the kernel, mailboxes for agents and tasks are managed, and the status of agents is evaluated. Components are configured and routing is set up in the Configuration module. The database server manages the CIE system configuration. The LNA server records changes in the database and informs the relevant processes of these changes.

C3000 The C3000 server manages and controls emails. The UMR Administrator server communicates with the C3000 server via the CPI. It ensures that the UMR Administrator can configure the C3000 server. Mailboxes for topics and agents are provided by C3000.

C3000 ClientAdapter The C3000 ClientAdapter communicates with the CIE components and is responsible for various functions including the following: - Agent login/logout- Assigning agents to agent groups - Displaying the processing status of messages

UMR WebClient Web-based editing interface of the UMR system. An agent can use the WebClient module to log into or out of the UMR system and to read, edit and send documents (email/fax/SMS). The supervisor can also view agent mailbox folders and delegate and delete documents.

UMRConfigServer When using UMR you need a process to synchronize the agents and the topics in the database (cc). The UMRConfigServer process synchronizes CIE and C3000 using agents and topics. The UMRConfigServer process copies the agents and topics set up in CIE to C3000. Changes in CIE are continuously forwarded to C3000.

Text template server The text template server managers text blocks. You can use the Textblock Administrator application to create text blocks and automatic replies. Agents can use the UMR WebClient application to use the text blocks you created.

Textblock Administrator In Textblock Administrator you create text blocks and automatic replies (autoreplies).

Address book server The address book server managers personal and public address books.

Address BookAdministration

The Address Book Administration application lets you manage address books and define the address books an agent can use.

UI Session Manager The UI Session Manager acts as a connection between the user interface and the WebClient, UMR Administrator, Textblock Administrator and Address Book Administrator Web applications.

UMR task server During operation the UMR task server reports new emails as tasks to the process kernel, which then routes them to agents and topics using vectoring. Routing means that emails are moved from one mailbox to another.


Changes that are blocked in the CIE system

If you attempt to make changes that are not permitted in the CIE system, a message appears in the CIE user interface.

You do not permitted to carry out the following actions.

• Create an email address that is already used by another user in C3000.

• Delete agents and topics that still have documents.

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Example: Setting up and testing UMRTo test a CIE system with UMR, use the following instructions. The procedure is explained using examples. When you install and start up UMR for the first time, you can follow this procedure to test whether your CIE system is operating properly. Even if you are familiar with how to set up a CIE system, the sequence and explanations help you set up UMR.

Settings for the example

The example uses the following settings.

Domain: company.com

Topic: Info1

Agent group: AG-Info1

Agent: Meier

Task flow set: Email

Email Flow: Email flow

Quick-start guide

The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users.


Step Action Note

1. Email settings Configuration moduleDomain e.g. company.com

2a.or

Setting up a topic: SMTP variant

Configuration module

2bor

Setting up a topic: POP3 variant

Configuration modulePort 110

2c Setting up a topic: IMAP3 variant

Configuration modulePort 143

3. Setting up an agent group

Configuration module

4. Setting up an agent Configuration module


Step 1: email settings

Start the user interface. You must be logged in as the user Service. Proceed as follows:

1. Start the Configuration module.

2. In the Service menu, select Email settings. Enter the following settings.


5. Creating a task flow set Task flow editor moduleTopic – agent group connection

6. Publishing the UMR domain

UMR Administrator moduleLocal accepted DNS domains

7. Setting up POP3 or IMAP4

UMR Administrator moduleC3000 POP3 IMAP4 client

8. Sending email Example

9. Working as an agent WebClient

Step Action Note

Settings Comments

UMR Domain Enter the agent and topic domain. In the UMR Administrator module, Local accepted DNS domains, enter the domain. Example: company.com

Prefix for ticket ID You can enter a prefix for a ticket ID. If you enter a prefix, this prefix is displayed in front of the ticket ID in the subject line of email replies or forwards.

Postfix for ticket ID You can enter a postfix for a ticket ID. If you enter a postfix, this postfix is displayed following the ticket ID in the subject line of email replies or forwards.

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Step 2a: Setting up a topic - SMTP variant

Once you have configured the email settings, set up a topic. Proceed as follows:

1. The Configuration module is open. Click the Topic tab.

2. Click Create. The Topic - Create dialog opens.

3. Enter a name for the topic, Info1 in the example.

4. As the task type, select Email. 5. Click the Email tab.

6. Set the options and values as required.

7. Click Details. The email address of the topic consists of the name and domain (email settings).

8. Set the required options and enter additional information. SMTP is selected as the default protocol.

9. Click OK.


Step 2b: Setting up a topic - POP3 variant

Note when using the POP3 protocol

When you use the POP3 protocol, messages are retrieved from the inbox folder (source) and then deleted from the inbox folder (source).

Setting up the topic











8. Set the required options and enter additional information. Select the POP3 protocol.


10. Click OK.


Step 2c: Setting up a topic - IMAP4 variant








8. Set the required options and enter additional information. Select the IMAP4 protocol.


Settings Comments

MailServer Specifies the name of the mail server.

Port Port 110 is usually the default port.

User Specifies the mailbox address.

Polling interval Specifies the interval at which all messages are retrieved.

Password Specifies the user's password.


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10. Click OK.


Step 3: Setting up an agent group

After you set up the topic, set up an agent group. Proceed as follows:

1. The Configuration module is open. Click the Agent group tab.

2. Click Create. The Agent group - Create dialog opens.

3. Enter a name for the agent group, AG-Info1 in the example.

4. As the task type, select Email. 5. Click OK to save your settings.

Step 4: Setting up an agent

After setting up the agent group, set up an agent. Proceed as follows:

1. The Configuration module is open. Click the Agent tab.

2. Click Create. The Agent - Create dialog opens.

3. Enter a system name for the agent.

4. Enter a login name. The agent uses the login name to sign on to the UMR WebClient. Continued on next page

Settings Comments

MailServer Specifies the name of the mail server.

Port Port 143 is usually the default port.

User Specifies the mailbox address.

Polling interval Specifies the interval at which the unread messages are retrieved.

Password Specifies the user's password.


Action Specifies the action that is carried out after messages are retrieved.

Folders After messages are retrieved, you can move then to a folder. You must select the Move action.



5. Click Password. Enter the password and confirm the password.

6. Click OK.

7. As the task type, select Email. 8. Enter the remaining settings.

9. Click Privileges.

10. Click the UMR tab. For the sample agent, select all privileges. You usually assign an agent the following privileges as required. Use text blocksAgent queue viewDelete emailsPlace emails on holdPrint emailsAutomatic login

11. Click OK.

12. Click Authorization.

13. Select the topic, Info1 in the example.

14. Click Add.

15. Click OK.

16. Click the Email tab. The email address of the agent consists of the name and domain.

17. Click Insert. 18. Select the agent group, AG-Info1 in the example.

19. Click OK.


Step 5: Creating a task flow set

You have set up all the necessary settings and objects in the Configuration module. The next step is to create a simple task flow set in the Taskflow Editor module to route an email. Proceed as follows:

1. Open the Taskflow Editor module.

2. In the Task Flow Set menu select New.

3. Enter a name for the task flow set such as Email.

4. Click OK.

5. In the context menu (right-click) select E-Mail Flow.

6. Enter a name, such as Email flow.


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7. Click OK.

8. Click the List of symbols tab.

9. Drag a source email to the email flow. Select the topic Info1.

10. Click OK.

11. Drag a target agent group to the email flow. Select the agent group AG-Info1.

12. Click OK.

13. Connect the topic to the agent group.

14. In the Task Flow Set menu select Activate. The task flow is checked. A message is displayed indicating that the task flow set has been activated successfully.

15. Click OK.

Step 6: Publishing the UMR domain

You set up a UMR domain in the email settings. You must specify this UMR domain. Proceed as follows:

1. Open the UMR Administrator module.

2. Click Components.

3. Click C3000 SMTP Connector. The C3000 SMTP Connector dialog opens.

4. You can usually accept the default settings on the General tab. You must customize the Relay host for outgoing Mails.

5. Click the Local accepted DNS domains tab.

6. In Local accepted DNS domains enter the UMR domain you created earlier (in the step 1 of the example: company.com).

7. Click the Add button. The UMR domain is listed.

8. Click Save. You have entered the UMR domain in the UMR Administrator.

9. Close the dialog.

10. To activate changes, you must restart the service.

Step 7: Using POP3 or IMAP4

1. Open the Email configuration module.


3. Click C3000 POP3-IMAP4 client. The POP3 IMAP4 Connector dialog opens.





5. Click Save. You have entered the UMR domain in the UMR Administrator.

6. Close the dialog.


Step 8: Sending a sample email

To test your configuration, you must send an email to the configured topic. Proceed as follows:

1. Write a sample email to [email protected].

2. Send the email.

Step 9: Using UMR WebClient as an agent

You must sign on the to the CIE system as the configured agent and use the Email module. Proceed as follows:

1. Open the Email module.

2. Sign on to the agent group, AG-Info1 in the example.

3. The inbox folder should show the message. You can edit the message.

Settings Comments

Maximum size of incoming messages (mega bytes)

You can enter a limit for incoming messages. When entering the maximum size, remember that the size also includes attachments, such as faxes, bitmaps and the like. The default setting is 2 MB. If messages are not received, check the size of incoming messages and increase the limit if necessary. Coordinate this value with your email administrator who has probably also set an upper limit for his or her system. The limit in UMR must be greater than or equal to this limit.

Maximum DB filling level in percent

Once the filling level in percent is reached, no new messages can be retrieved.

Polling interval in minutes Specifies the interval at which the POP3 service and IMAP4 client queried to determine whether the topic configuration has changed. You can set the interval from 10 to 1440 minutes. The default setting is 20 minutes.

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Configurations in the UMR AdministratorIf you work only with emails in the CIE system, you must configure only the domain in the UMR Administrator. You can configure the security.

If you also want to send SMS messages and faxes using the UMR application, you must complete other configurations in the UMR Administrator.

The following rules apply for a CIE system with UMR.

• The CIE system and C3000 are constantly being synchronized.

• Topics are set up in the CIE system.

• If faxes or SMS messages are received externally through C3000, then you must define fax/SMS settings in the UMR Administrator since fax/SMS documents are only managed in C3000.

Tabs in the UMR Administrator for UMR

After you set up UMR, the UMR Administrator contains the following tabs:

• User tab

• UMR topics/domains tab

• Cover sheets tab• Security tab

• Documents tab

• Archive/Delete tab

User tab

The following table display shows the settings on the User tab.

Field Explanation

First name Field is grayed. The first name is copied from the CIE.

Last name Field is grayed. The last name is copied from the CIE.

Email Field is grayed. The email address is copied from the CIE.

Email reply address Field is grayed. The email address is copied from the CIE.

Telephone/SMS extension Enter the extension at which SMS messages enter UMR.

Mobile number Shows the number of the mobile telephone.

FAX extension This is the extension, on which fax messages come into C3000.


When you have completed your entries/changes, click the Save button.

What settings can be configured only in C3000?

Configure the following fields in the UMR Administrator.

• Telephone/SMS extension

• FAX extension

• Fax sender identifier

• Cost center

More information

See also: “Reply address” on page 305

Fax sender identifier Enter an individual sender ID for the user.

Cost center Enter a cost center (any string).

Street Shows the street. This entry is used as the placeholder variable for the textblocks.

Zip code Shows the zip code. This entry is used as the placeholder variable for the textblocks.

Place Shows the place. This entry is used as the placeholder variable for the textblocks.

Activity/Designation Specifies the activity or the designation. This entry is used as the placeholder variable for the textblocks.

Field Explanation

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Themes/domains tab (Topics)

Implement the following settings for topics.

Field Explanation

Name Field is grayed. The name of the topic is copied from CIE.Example: order

Email Field is grayed. The email address of the topic is copied from CIE.Example:[email protected]

FAX extension This field is editable and only exists in C3000. In this field, enter the extension at which fax messages enter C3000 for this topic.

Telephone/SMS extension

This field is editable and only exists in C3000. In this field, enter the extension at which SMS messages enter C3000 for this topic.

Fax sender identifier This field is editable and only exists in C3000. In this field, enter a custom sender ID for the topic.

Cost center This field is editable and only exists in C3000. In this field, enter the cost center for this topic (any string).

Fax layout settings There are three list boxes:• Cover sheet• Letterhead 1st page• Letterhead continuation pages

For more information, see Chapter "How do I include cover sheets for the fax transmission?" on page 289.

Maximum number of messages in the mailbox

You can either use the global settings for the limit or specify a custom maximum number of messages for the topic.


Themes/domains tab (Topics)

As in the case of the SMTP connector it is possible to filter in the Security tab under Valid sender domains. The domains configured for UMR must also be entered for the SMTP connector as Valid sender domains. This is done automatically by UMR Administrator.

The destinations in the UMR (agents, topics) generally have a different domain internally than that on which they can be accessed externally.

Example: external: [email protected]: [email protected].

If an agent replies in his name or in that of the topic, then the external domain must be entered as a sender domain.

In systems that operate for multiple clients, an agent or topic can own its own external domain for each client.

Example:[email protected]@group2.com

To find out under which domain the reply is made, it is necessary to determine to which client the original message was addressed. For this purpose the To or Cc field is evaluated in the message with the incoming document.

A list of valid domains is configured in the system. The To field and in case no match is found there, the Cc field is compared with the list of valid domains in replies to an email. The first matching domain is used as the sender.

If the system does not find any of the valid domains in the To or Cc field, then the domain configured in the agent or topic Email reply address field is used.

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Examples for Topic Support:

Valid domains: @group1.com, @group2.com

Sender: [email protected]

Security tab

On the Security tab, in Components - C3000 SMTP Connector you can configure the following rules for security.

• Domains to be rejected

• IP addresses to be rejected

• Valid sender domains (you can choose whether to enable this rule)

More information

See also: “Security” on page 304

Email to (or Cc) Sender of the reply

[email protected] [email protected]

[email protected]@group2.com

[email protected]

[email protected]@group1.com

[email protected]




SMS gatewayThe SMS gateway lets you send and receive text messages (SMS messages).

License

You need a valid license for the SMS gateway.

Terminals

SMS Business (GSM 03.38, 03.40 & 07.05)

Messages are received and sent by default using GSM modules (cellular engines):

• Siemens M20 Terminal (GSM 900 MHz) or

• Siemens MC35/TC35 Terminal (Dualband)

Devices have an integrated SIM card reader, and any commercially available SIM card can be used. Devices are connected to the serial interface of the host PC:

• M20 D1, D2

• MC35/ D1, D2, e-Plus

For more information on terminals, see the manufacturer's documentation.

Note

Note the following when using Siemens terminals.

Since GSM modules can technically only send and receive using one telephone number with their SIM card, a unique assignment for a received SMS message is only possible with a correct address within the message. SMS messages sent to an agent begin with the following address:

"@<extension>"

Example: @348

Otherwise the text message is delivered to the entered text message postmaster.

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Configuration and operation

The UMR WebClient module lets you receive text messages directly if an extension for SMS messages is stored for the agent or topic.

Central administration takes place using the UMR Administrator for SMS gateway, topics and agents.

Before starting the SMS gateway, make sure that the entered PIN matches the SIM card installed. Otherwise the card will be locked if you try to log in too many times.

Settings in UMR Administrator

1. In the UMR Administrator, open Components and select the correct SMS gateway.

2. To do so, click the service icon of the correct gateway.

SMS Business (GSM) tab

Components - [your SMS gateway] - SMS Business (GSM) tab

The following settings are available for GSM terminals. Once you have entered all the parameters, click the Save button. You must restart the SMS gateway.

Setting Description

SIM PIN Enter the PIN for your SIM card.

Postmaster To enable non-deliverable messages (recipient does not exist) to be collected, enter a valid account to receive them. Example: [email protected]

Serial port If your terminal is connected to the local serial interface of the SMS gateway server, select these options.

Port Select the serial interface to which your terminal is connected. Example: COM3

Baud rate Enter the Baud rate for your terminal.The Baud rates are:Siemens M20: 19200Siemens MC35/TC35: 9600

TCP/IP port If your terminal is connected to a terminal server, set the following parameters.

Host name Host name or IP address of the terminal server (RS232 port server). Note: The RS232 port server is not the Windows terminal server.


Realtime Information tab

The Service Manager lets you monitor the SMS gateway when it is in operation. You can also use another PC in the network. To do so, in the Service Manager select the SMS gateway and click the Realtime Information tab.

The top gray part of the Realtime Information tab contains information the version and most recent job search. The bottom part contains the status messages issued from the most recent gateway activities.

TCP/IP port Port address of the interface.

Insert sender If you select this check box, the sender written as g@[extension]h is inserted at the beginning of the SMS message.

SMS with more than 160 characters

If an SMS message has more than 160 characters, you can select from the following three options: Do not sendSMS messages longer than 160 characters are not sent.CutThe message is truncated after the first 160 characters.SplitThe message is divided into up to n parts each with 160 characters. You can select from 2 to 99 maximum permitted number. If more than the maximum permitted number of individual message blocks are needed, the message is truncated. The agent receives a message in his or her mailbox that the message has been truncated.

Setting Description

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General tab

On the General tab, enter the following information.

Settings Description

C3000 server Enter the host name of the C3000 server (the IP address in exceptional cases).All valid address formats in your system are accepted. Example: 127.0.0.1, localhost, FQDN and ums.company.com

Path for temporary files The working files of the gateway are generated in this directory.

Log level Controls the number of messages in Realtime Information. Do not use the debug level as the log level.

Interval in seconds Enter the polling interval. The polling interval is the time after which the gateway searches for new jobs.

Identity Enter the station name of the gateway. The name can contain up to 19 characters. This name identifies the gateway in the C3000 system and must be unique especially if you install multiple gateways.


C3000 fax gatewayThe C3000 fax gateway is a gateway for sending and receiving for the FAX3 service.

FAX3

You can make the FAX3 service available at an extension for each user. The FAX3 service lets you send and receive fax G3 documents.

Receiving color faxes

The UMR can receive color faxes and grayscale faxes and display them as color or grayscale faxes once they are converted (tiff file).

Storing received messages temporarily

Fax messages that have been received but not yet sent to the UMR server are managed in an internal list. A copy of this list is stored temporarily in the directory .../commgw/temp/msg

The system continuously attempts to deliver the documents stored temporarily to the UMR server.

Example 1

A fax message is received but cannot be delivered to the UMR server because of an error. The message is stored temporarily. Another attempt to delivery the message to the UMR server is made later.

Example 2

A fax message is received and delivered to the UMR server but could not be routed to the user. The message is stored temporarily but removed from the database before being delivered to the UMR server again.

Note

When the fax gateway is shut down, the next time it is started, the documents that are stored temporarily are delivered to the UMR server.

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Configuration

You configure the C3000 fax gateway in the Avaya Service Manager and UMR Administrator.

• In the Avaya Service Manager use the basic configuration.

• In the UMR Administrator use the advanced configuration.

• To activate changes, you must restart the service.

General tab

The following table display shows the settings on the General tab.

Realtime Information tab

The top gray part of the tab contains information on the version.

Complete system messages are issued using TTrace. For more information on TTrace, see the relevant documentation.

Setting Comments

C3000 server Enter the PC name of the C3000 server (the IP address in exceptional cases).All valid address formats in your system are accepted.Example: 127.0.0.1, localhost, FQDN and ums.company.comIn distributed systems, use a semicolon to separate servers.Example: localhost;172.16.35.142

Own name Enter the station name of the gateway. This name identifies the gateway in the C3000 system. Note that the name must be unique especially if you install multiple gateways.Example: C3000 FaxGw 01

Services Enter the services that make the gateway available (separated by commas).Example:FAX3

Working directory Enter the local working directory of the gateway.Example:D:\C3000\CommGw\Temp\


Advanced configuration in the UMR Administrator

The advanced configuration is read from the UMR server config DB. Use the UMR Administrator to configure the config DB.

Notes

You must have started the fax gateway at least once to write its default configuration to the database using the assigned name.

For help on individual fields, options, etc. click .

Complete the following steps:

1. Once you have logged on to the UMR Administrator, click the Components button in the upper left. A list of available servers opens.

2. Expand the node of the server whose fax gateway you want to configure. To do so, click the + symbol to the left of the server name or server address. Configurable services are indicated by the pencil icon:

3. Click the fax gateway you want to configure. The following tabs are available:

General tab — General settings

Fax Gateway General tab General settings tab

The following table display shows the settings on the General settings tab.

Setting Comments

ISDN hardware HALDLL setting for existing hardware configurationSelect ACULAB for Aculab Prosody cards.Select CAPI for standard CAPI2.0 cards.Default: CAPI

Extension Enter the number for remote maintenance. You receive this number after project planning if you have purchased a remote maintenance package.

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General tab — Controlscript settings

Fax gateway General tab Controlscript settings tab

The following table display shows the settings on the Controlscript settings tab.

Call options tab — General Setting

Fax gateway Call options tab General Setting tab

The following table display shows the settings on the General settings tab.

Setting Comments

Controlscript settings Enter the name and path of the control scripts (scope) you want to run for the entered services.

Setting Comments

Country code Country code of the siteDo not enter a 0 in front of the number.The site is only required for call destination analyses.Example: 49 for GermanyDefault: 49Value range: 1-99

Area code The area code for the site including the area code for long-distance callsExample: 040 for HamburgThe entry may have a leading 0.The site is only required for call destination analyses.Example: 040 or 40 for HamburgDefault: 40

Based on: The base number for the C3000 fax gateway. (This is the number of the individual employees without the extension.) The site is only required for call destination analyses.Example: 269Default: blank

Long-distance calls The number or number sequence used to initiate a national long-distance call. In Germany it is 0.Default: 0

International The number or number sequence used to initiate an international long-distance call. In Germany it is 00.Default: 00

Trunk line The digit that must be dialed on a PBX to access an external line (external line access).Default: 0


Preselection You can also configure special special dialing options for billing charges using the PBX. The entered dial string is used instead of the destination. You can enter normal dial characters (numbers, * , #) and a few special keywords, which are replaced by the contents of fields in the C3000 database.

You can use the following keywords: %PIN%The PIN of the employee who created the job. %KST%The cost center of the employee who created the job. %NST%The extension of the employee who created the job. %ZNR%The destination of the job.Example: 67%NST%1%ZNR%

Naming service global doubledial blocking

Enter the name server for global doubledial blocking. This activates global doubledial blocking.Doubledial blocking means: the system only dials the number for a job once. Global doubledial blocking runs on a central PC and is responsible for all fax gateways. The doubledial blocking server in the central C3000 system stores a list of numbers on the PC running the service. The list includes all numbers that are blocked automatically. The list of numbers is not permanently stored in a file or database. Make sure this service is only installed once.All fax gateways check the destinations of their jobs to prevent a number from being called twice at the same time. For each job, the fax gateways check whether the normalized destination is already in use. The job is either set to repeat or the destination is entered. The number is enabled again once the job is complete.The fax gateways refresh the status of a number within 60 seconds. Otherwise the service enables the number after 60 seconds.If this service cannot be reached, doubledial blocking on the local gateway is used.

Activate doubledial blocking

Use this option to activate doubledial blocking. Activating doubledial blocking prevents the same destination from being dialed simultaneously on different channels.Default: selected

Always generate message

This option lets you define whether a C3000 message is created for messages for which no data is received (fax transmission failed or fax extension called).If you select the checkbox, a message is always created.If you clear the checkbox, messages are created only when data is received.Default: selected

Setting Comments

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Call options tab — Fax

Fax gateway Call options tab Fax tab

The identifier consists of two parts: the base identifier and extension.

The system creates the identifier according to the following rules:

• Rule 1: If a job-dependent sender ID exists, this ID is used. Otherwise rule 2 applies.

• Rule 2: If the user-specific identifier (define in user administration) is defined for the user, this ID is used. Otherwise rule 3 applies.

• Rule 3: The system tries to combine the ID from the default base identifier and the user-specific fax extension (define in user administration). If the fax extension is unknown, rule 4 applies.

• Rule 4: The ID is created from the default base identifier and the default extension.

The following table display shows the settings on the Fax tab.

Setting Comments

Default base identifier Number entered in the fax header as the sender (according to rule 4).Example: +49 40 23658Default: blankThe base identifier is the number of the individual employees without the extension.In general, the base identifier consists of:- Country code (in Germany +49)- Area code without leading 0 (e.g. Berlin 30)- External line code (e.g. 123)- Node number (e.g. 9)In this example, +49301239When a fax is sent, the identifier consists of the base and extension of the sender. If the sender does not have a fax extension, the default extension is used.When a fax is received, the identifier is always generated from the base identifier and the extension dialed.

Default extension Default extension entered following the base number in the fax header as the sender (see rule 4). The default extension is always used if no extension is configured for a user. Example: 100Default: blank

Fax server name Enter the name of the fax server. This server name is used for the RFC-compliant fax mail sender address, i.e.,fax=<SenderNumber>@<Faxservername>If the fax mail sender address complies with RFC, the user can reply to a fax mail directly.This field is blank by default.


Use identifier Use this option to define whether the identifier is transmitted. The fax sender consists of two parts: the identifier and fax header.You can also insert the identifier directly into the fax header using the %subscriber% variable.This can cause the ID to be displayed even if it is deactivated or the ID to be displayed twice if it is activated. Default: selected

Header The fax sender consists of two parts: the identifier and fax header.This option lets you configure the second part of the fax sender, the header. In the header you can use different system variables in the form of placeholders, which are listed below: %subscriber% (sender ID Note: If the Use identifier checkbox is selected for the identifier, the ID is output twice in the header if you also use this variable.)%requestid% (request ID)%documentid% (document ID)%name% (last name of the sender)%firstname% (first name of the sender)%company% (company name of the sender)%extension% (fax extension of the sender)%time% (current time)%date% (current date)To output the page number and number of pages in the header, configure the CAPI such that the CAPI header is not suppressed. The header outputs the page number and number of pages left and right-aligned. The C3000 header appears between them. If you leave the header blank, no fax header is printed on outgoing faxes. Default:Fax #%requestid% %firstname% %name%

- Fax receipt: Sender offThis option lets you define the information used as the sender and subject line of a fax when the fax is received.The two options are: fax sender identifier or sender telephone numberDefault: fax sender identifier

Setting Comments

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Port Manager — Net ports tab

Fax gateway Port Manager tab Net ports tab

To create a new net port, follow these steps:

1. Click the Add button to create a new net port.

2. A new row is created with a column called Netport a column called Protocol. The Netport list box contains the numbers of net ports that have not been configured (starting with 0). The number of physical net ports available depends on your hardware.

3. Select a net port.

4. In the Protocol list box, select the required protocol. You can choose from: Euro ISDNQSIG (=Q-Reference Point Inter Exchange Signaling; specified by ETSI)VoIP

5. Click the green check mark and then the Save button to activate the net port protocol assignment.

Cancel

1. Click the red X to cancel the process or change.

Change

1. Click the pencil to change the protocol.

Delete

1. Click the trash icon to delete the protocol and net port.

Undo

1. Click the Cancel button to undo changes you have made since the last save.


Port Manager — Port assignments tab

Fax gateway Port Manager tab Port assignments tab

The following table display shows the settings on the Port assignments tab.

Add button

To add a configuration, follow these steps:

2. Click the Add button. A new line with a list box appears:

3. Select the configuration type: DEFAULT_FAXYou can select configuration types you have created in addition to this default configuration type.

4. You can enter the number of inputs/outputs based on the configuration type. The number depends on the medium used: S0 port: 2 channelsS2m port: 30 channelsChannels are allocated following requests to the fax gateway. To select a secure setting, allocate the channels exactly to the outputs and inputs, for example 20 output channels, 10 input channels for an S2m port. You can also overload ports to use the system more effectively, for example 30 output channels, 30 input channels. If you use this option, you can only guarantee sending and receipt if not all of the channels are busy. Otherwise the busy tone sounds, and you must wait until at least one channel becomes available.

5. Click the green checkmark to accept the configuration. (Click the red X to discard the configuration.) The configuration is accepted (discarded). The icons change.

6. Continue to create configurations and click the green check mark to accept the configuration.

7. Be sure to click the Save button before going to another window. Otherwise the configurations you have created and accepted will be lost.

Edit

1. Click the pencil to edit the configuration.

Delete

1. Click the trash icon to delete the configuration.

Setting Comments

Assigned UMS lines Enter the lines reserved for C3000.Default: 60

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Port Manager — Configurations tab

Fax gateway Port Manager tab Port assignments tab Click the pencil or the Add button

You can use these two options to change default configurations ( ) or add new configurations (Add button).

If you click the pencil , one or more of the following tabs appear depending on the type of port:

• Net port

• Fax

• Extension

Default configuration type DEFAULT_FAX

Tabs available: Netport, Fax, Extension

Portmanager — Configuration — Netport tab

Fax gateway Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX Net port tab

Net ports are the physical connection options of the fax gateway and are numbered, the first net port beginning with 0. Net port 0 selects the 1st connection option.

CAPI

CAPI-compatible ISDN cards are still the connection option most commonly used. In this case, net port 0 corresponds to ISDN controller 1, net port 1 to ISDN controller 2 and so on.

Default: 0


Port Manager — Configuration — Fax tab

Fax gateway Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX Fax tab

The following table display shows the settings on the Fax tab.

Setting Comments

Node number You can enter a number for the node number for fax extension. The number is a prefix for extensions and allows you to distinguish between users at different sites who have the same extension.Default: [no entry]

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Port Manager — Configuration — Extension tab

Fax gateway Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX Extension tab

The following table display shows the settings on the Extension tab.

Setting Comments

Use diverting number If you select this checkbox, the diverting number is evaluated (instead of the extension number) and used to find a mailbox. You can define this setting for each net port.If there is no diverting number, the configured extension digits are evaluated.If there is a diverting number and a mailbox is found, the welcome announcement from the telephone user interface begins.Default: not selected

Last diverting numberorOriginal called number

This function depends on the PBX settings. If the diverting number is evaluated, you can decide whether the original called number is evaluated instead of the last diverting number.Select the required options:- last diverting number- original called numberExample: Telephone with the number 201 is diverted to number 303. 303 is diverted to number 242. 242 is diverted to C3000 with 333243:201 303 242 333243 voice mail box(243)If the number called first is evaluated, the call goes to the mailbox for 201. If the last diverting number is evaluated, the call goes to the mailbox for 242.If no diverting number is evaluated, the call goes to the mailbox for 243.

Digicount of System-Main-Extension

This function depends on the PBX settings. In this list box, select the total number of digits transmitted to the fax gateway by the PBX. Set the value to variable if the length of the incoming numbers used in your company varies or if you are using networked PBXs with incoming numbers of different lengths. You can only set the Use diverting number value if you have selected the Use diverting number checkbox. The number of digits of the system main extension is not evaluated.Default: 7Value range: 1 to 25 (in increments of 1)

Digicount to analyze The number of the last digits of the system main extension that make up the user extension. Example: System main extension: 1234100Required user extension: 100Digits to analyze: 3Default: 3


Internal extension length

Use this option to define the length of internal numbers.ExampleCall from 123: recognized as internalCall from 1234: recognized as externalInternal extension length: 3Default: 3

Accept not assigned extensions

Select this checkbox to enable messages to received for extensions not assigned in the system. In this case, you configure a valid default recipient (postmaster) in Avaya Service Manager.Default: not selectedValue range: activated/deactivated

Accept short extensions Select this checkbox to enable messages to received for extensions that are too short.Default: disabledValue range: activated/deactivated

Accept variable extension length

Select this checkbox to enable you to set up users with extensions of different lengths in the system.Default: disabledValue range: activated/deactivatedThe system waits for a moment after each digit to see if another digit is coming.

Setting Comments

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Warnings — Warningsystem tab

Fax gateway Warnings tab Warningsystem tab

The following table display shows the settings on the Warningsystem tab.

Setting Comments

Activate Warningsystem Select this checkbox to switch on the warning system. The warning system calculates the fax transmission error rate. If the default rate is exceeded, a message is sent to a C3000 user (warning recipient, see below).Default: disabledValue range: activated/deactivatedThreshold value range

Max. jobs Enter the maximum number of transmission jobs, which is saved for calculating the error rate.Default: 20Value range: 10 - 4294967295

Min. orders Enter the minimum number of jobs that must be reached within the period entered as the timespan before the error rate is calculated.Default: 10Value range: 10 - 4294967295

Errorrate n % Enter the error rate % at which a warning is output if the rate is exceeded. The warning system is reset once a warning is issued.Default: 50Value range: 1 - 100


Timespan [minutes] Enter the max. age (in minutes) for the jobs that are used to calculate the error rate.Default: 60Value range: 1 - 65535Warning recipient range

Address Enter the warning recipient that is notified when the defined error rate is exceeded.The address must be a complete address in the form [email protected] following example explains when warnings are sent and when they are not sent. The following sample default values are used:Max. orders: 20Min. orders: 10Errorrate in %: 50Timespan [minutes]: 60:Let us assume a timespan of 60 minutes. Twelve faxes are sent in this timespan, the last two of which contain errors. Let us assume that the number of faxes with errors has reached 6. This is an error rate of 50%. The number of faxes sent (12) is between the max. jobs (20) and min. jobs (10). The conditions are therefore met: A warning is sent.Let us assume another timespan of 60 minutes and 30 faxes. Only the last 20 are included in the calculation since the default value for max. jobs is 20. Let us assume that 10 faxes contain errors. This is an error rate of 50%. The conditions are therefore met: A warning is sent.Let us assume another timespan of 60 minutes and 5 faxes. Let us assume that all 5 faxes contain errors. No warning is sent since the min. jobs number (10) has not been reached.Forwards to a connected mail system often only take the FAX service into account. In other words, the warning is not recorded by the forward rule.Remedy: Set up a forward rule for the warning recipient.Example: [email protected]: [email protected]

Setting Comments

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System messages (realtime manager information)

Error: 400000

Doubledial blocking detected. The number is already in use on another line. The job will be repeated later.

Extended tab — Fax Footer

You can print up to three lines of information on the first page of a fax when it is received. A horizontal line separates this text from the original fax page. The page is scaled down accordingly. These three lines of information are also written in the email as text.

Prerequisites

• You must have installed IrfanView Version 3.9.5 or higher.

• You must have installed tiffcp.exe and tiffsplit.exe.

• The path to the text used must be known.

Settings

Specify the following settings for a fax footer.

Setting Comments

Insert fax footer Activates the fax footer when a fax is received.

TiffCP path Specifies the folder with the file name of the tiffcp.exe application. Example: C:/tifftools/tiffcp.exe

TiffSplit path Specifies the folder with the file name of the tiffsplit.exe application. Example: C:/tifftools/tiffsplit.exe

Irfan View path Specifies the folder with the file name of the i_view32.exe (IrfanView) application. Example: C:/IrfanView 3.5.1/i_view32.exe

Character set Specifies the character set and font size for the footer text. The default font is ARIAL. The default font size is 10.

Line spacing Specifies the spacing between the three lines in the footer.

Tab size Specifies the number of spaces in a tab in the footer.

Antialsing Specifies whether the pages are reduced. Not selected: The page is compressed (default value). Fine lines may disappear. Selected:The page is compressed using grayscales Lines and text are slightly crinkled.


Fax margins Specifies the distance in pixels to the margin and thus the area to which the first page received is compressed. Top: 0 pixelsBottom: 400 pixelsLeft: 0 pixelsRight: 0 pixels

Footer margins Specifies the distance in pixels to the margin and thus the area in which the three footer lines are inserted. Top: 2038 pixelsBottom: 150 pixelsLeft: 100 pixelsRight: 100 pixels

Footer text Specifies the footer text. Only the first three lines are used. You can use placeholders. The default text is:This fax is from %sender%.The fax was received from %starttime% to %endtime%.The fax has %numberofpages% pages.

Setting Comments

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Placeholder

The placeholders you can use are explained in the table below.

Placeholder Explanation

%sender% This placeholder stands for the CallerID or subscriber depending on which you want to use for the sender and subject (configured in UMR Administrator).

%starttime% This placeholder stands for the start time of the fax transmission and is in the following format:05.12.2005 12:32:37

%endtime% This placeholder stands for the end time of the fax transmission and is in the following format:05.12.2005 12:32:45

%numberofpages% This placeholder stands for the number of pages of the transmitted fax.


Settings in the Windows registry

You need registry keys to make the following fax gateway settings:

Configuring FAX file extensions

To use a file extension other than *.tif for incoming faxes, go to:

HKEY_LOCAL_MACHINE\SOFTWARE\COM:ON\C3000 Fax Gateway\Config

and use the following registry key:

FAX_FILE_EXTENSION

Enter the type: REG_SZ as the value (context menu: String). Example: fax

No external line for internal calls

To prevent using an external line for all outgoing calls of a specified length or shorter, go to:


and use the following registry key:

INTERN_DIGITS_LENGTH

Enter the internal extension length as the value.

Configuring the user extension cache

When the fax gateway starts up, it retrieves all user extensions (fax) and stores them. The cache is refreshed every 30 minutes. This is the default setting from the C3000 installation.

To change the refresh value, go to:


In the registry key:

USER_CACHE_RUNNER_INTERVAL

You can enter a value between 15 minutes and infinite.

If the connection to the UMR server is lost, the data in the cache is used for messages.

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How do I include cover sheets for the fax transmission?

If you use faxes or SMS messages, you must install the correct gateway and set it up in UMR Administrator.

Page Cover sheets

To automatically send cover sheets and letterhead templates in a fax transmission, in the UMR server you can include layout elements in the form of RTF documents (Rich Text Format). Use UMR Administrator to import these documents.


1. In UMR Administrator click the Cover sheets tab. You will see the Load cover sheet on to the server tab. Specify the type of layout (Cover sheet and letterhead 1st page / continuation pages) and load a corresponding document.

2. Click Add. The designator and file selection (RTF) fields and Use list box appear.

3. Click the green check mark to accept the setting.

4. Select one or more other files and in each case click the green check mark to accept the setting.

5. Click Save so that an ID is created for every file and all settings are saved.

Settings Comments

Designator Enter a name for the layout element.Example: First page (spaces are not allowed)

File selection (RTF) Click Browse and select the required RTF file.

Use The following are available: Cover sheet, letterhead (1st page), letterhead (continuation pages)The included cover sheets and letterheads can now form part of the send options in the respective client for a fax transmission.


Creating a cover sheet or letterhead

1. To create a cover sheet or letterhead, create a document including the components that you want, for instance, in MS Word. Save this as an RTF file (Rich Text Format). The fonts used must be available on the server.

2. Cover sheets and letterheads are combined together with address information and the letter text into a Tiff document. You can overlaying text and graphics. Note therefore the positions of the text items and logos on the cover sheets and letterheads. When using a letterhead we recommend that in general you work with autoreply templates/templates. You adjust these templates in the margins to the stored letterhead. Otherwise parts of the document being faxed may appear on the header or footer of the letterhead.

3. In addition placeholders are automatically replaced when using cover sheets. In this way positioning and formatting of various dynamic cover sheet text elements such as, for example, today's date, recipient name and address or covering letter are already taken into account in the layout of the cover sheet. All options are feasible for this, which offer RTF format, including graphics and any fonts and font sizes.

Placeholders variable for cover sheets

Placeholders consist of a keyword in CAPITAL LETTERS and are enclosed in '$' characters, example '$MEMO$'. The formatting of the placeholders (i.e. font and font size) matches the formatting of the substituted text.

The following table describes the possible placeholders and what they represent:

Placeholder Description

$MEMO$ Covering letter (memo text)

$S_NAME$ Sender address, name

$R_NAME$ Recipient address, name

$S_FIRSTNAME$ Sender address, first name

$R_FIRSTNAME$ Recipient address, first name

$S_COMPANY$ Sender address, company name (not for UMR)

$R_COMPANY$ Recipient address, company name

$S_FEXT$ Sender address, fax extension

$S_VEXT$ Sender address, voice extension

$S_FAXINFO$ Sender address, fax sender identifier

$S_ROOM$ Sender address, building number and room number (not for UMR)

$R_ROOM$ Recipient address, building number and room number (not for UMR)

$S_STREET$ Sender address, street

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Note

The placeholders are only substituted in the cover sheet if their value is recognized. In a simple mailshot from the mail system this is often only the destination fax number of the recipients and information about the sender.

$R_STREET$ Recipient address, street

$S_CITY$ Sender address, city

$R_CITY$ Recipient address, place

$S_ZIP$ Sender address, ZIP code

$R_ZIP$ Recipient address, ZIP code

$S_COUNTRY$ Sender address, country (not for UMR)

$R_COUNTRY$ Recipient address, country

$R_TARGET$ Recipient address, actual fax number

$REQID$ Unique transmission job ID

$DOCID$ Unique document ID

$DATE$ Today's date

$TIME$ Current time

$SUBJECT$ Subject

$SIGNATURE$ The sender's signature

Placeholder Description


Connection to Microsoft ExchangeThis topic describes how the CIE system connects to Microsoft Exchange.

What do I have to configure in DNS/ADS and in UMR Administrator?

In order to connect the CIE system to Microsoft Exchange, you must configure the following in DNS / ADS and in UMR Administrator:

• Set up domain/subdomain and mail server

• Set up a contact

• Set up a distribution group

• Include the contact as a member in the distribution group

• UMR Administrator configuration: Enter subdomain

These configurations are explained in full detail below.

Set up domain/subdomain and mail server

1. Open DNS:Start Settings Control Panel Administrative Tools DNS

2. In the console structure click on DNS, then on the server on which the Exchange server is installed and then on Forward Lookup Zones.

3. Using the right-hand mouse button click on the domain (e.g. company.com) and then in the pop-up menu on New Mail Exchanger ... .

4. In the Host or child domain field enter a subdomain (e.g. umr).

5. In the Mail server field [Fully qualified domain name (FQDN) of mail server] enter the mail server on which the C3000 SMTP connector is running.

6. Accept the value in the Mail server priority field.

7. Click OK.

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Seting up a contact

You set up a dedicated contact for each topic.

1. Open ADS:Start Programs Microsoft Exchange Active Directory Users and Computers.

2. Click on the domain e.g. company.com in the console structure

3. Using the right-hand mouse button click on Users and in the pop-up menu click on New Contact.4. Enter the name of the contact in the Last name field.

5. Use the default setting (activated check box: Create an Exchange e-mail address.

6. Click the Modify button.

7. Select SMTP address as the e-mail address type and click OK.

8. In the e-mail address field enter a UMR address, e.g. [email protected] and click OK. The user whose e-mail address is being used must be a C3000 user.

9. Click Next.10. Click Finish.

The contact has now been set up.

Setting up a distribution group

1. Open ADS:Start Programs Microsoft Exchange Active Directory Users and Computers

2. Click on the domain e.g. company.com in the console structure.

3. Using the right-hand mouse button click on Users and in the context menu click on New Group.

4. Under Group type select the option Distribution[.

5. Under Group scope select the Universal option.

6. In the Group name field, enter a group name (e.g. Support).

7. Click Next.8. In the next window accept the default settings (enabled control box: Create an Exchange e-mail

address.

9. Click Next.10. Click Finish.




11. The distribution recipient (e.g. Support) is created.

12. Double-click on the distribution group that has just been set up (e.g. Support (type: distribution group - Universal)) orUsing the right-hand mouse button click on the distribution group that has just been set up and in the pop-up menu click on Properties.

13. The Properties window appears.

14. Click on the General tab .

15. In the E-mail field, enter an e-mail address. This must correspond with the topic in CIE, e.g. [email protected]

16. Click OK.

You have now set up the topic.

Include the contact as a member in the distribution group

1. Open the distribution group, by double-clicking on it or by clicking on it with the right-hand mouse button and by selecting Properties from the pop-up menu. The Properties window appears.

2. Click the Members tab.

3. Click the Add button.

4. Click Advanced and then on Find Now. Select one or several contacts. A multiple selection is possible here. Click the Add button and then click OK.

5. You return to the Properties window. Click OK.

You have now included one or several contacts as member(s) in the distribution group.

UMR Administrator configuration: Enter subdomain

1. Open the application UMR Administrator.


3. Click the + in front of the computer and click C3000 SMTP Connector.4. The C3000 SMTP Connector tab appears.

5. Under Local accepted DNS domains enter the subdomain created above (e.g. umr.support.com) and click the Add button.

6. The subdomain appears in the list of domains.

7. Click Save.

You have now entered the subdomain in UMR Administrator.

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Setting up a relay host for outgoing e-mails

1. On the C3000 SMTP Connector tab in the Relay host for outgoing mails field enter the relay host, which is responsible for external e-mail traffic for the Internet.

2. Click Save.

You have now set up the relay host for outgoing e-mails.

You have now completed the necessary configurations for connecting from UMR to the mail system Microsoft Exchange.


Connection to GroupWiseThis topic describes how the UMR system connects to GroupWise.

This description is aimed at experienced GroupWise administrators.

What do I have to configure in DNS, GroupWise and in UMR Administrator?

To connect the UMR system to GroupWise, you must configure the following in DNS, GroupWise and in UMR Administrator:

• Configure DNS and GroupWise Internet agent

• Set up the distribution list

• Set up an external mailbox / domain with an external user

• UMR Administrator configuration: Enter subdomain

• Sett up a relay host for outgoing e-mails


Configuring DNS and GroupWise Internet agent

On the DNS server under the domain (e.g. company.com) under the Forward Lookup Zone you set up a new Mail Exchanger (e.g. umr).

As the mail server you enter the mail server on which the C3000 SMTP Connector is running.

Alternatively, in your GroupWise system you can also install an additional GroupWise InternetAgent (GWIA), which has entered as the relay host that computer on which the C3000 SMTP Connector is running.

Setting up a distribution list

1. Create a GroupWise distribution list for the UMR topic (e.g. Support)

2. Assign this distribution list to your GroupWise post office.

3. On the GroupWise Internet addressing from the the preferred address format selection list select the entryUserID@Internetdomain. The UMR topic can be accessed externally from the Internet on this address (e.g. [email protected]).

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Setting up an external mailbox / domain with an external user

1. In GroupWise you create a new Non-GroupWise domain using the name (e.g. UMR).

2. Connect this domain with the GroupWise domain (e.g. GWDOM), in which the Post office is located, to which the GroupWise distribution list belongs.

3. Create an external post office (e.g. UMR_routing) in the non-GroupWise domain.

4. Create an external user in the external post office. This external user must be called exactly the same as the topic in the UMR system (e.g. Support).

5. Add this external user to the GroupWise distribution list (e.g. Support).

Establishing the connection between the customer domain and the non-GroupWise-domain

1. In the connection configuration of the GroupWise domain (e.g. GWDOM) set up a Gateway connection to the non-GroupWise-domain. From the Gateway connection selection list select the GWIA, which is responsible for the connection with the UMR system.

2. in the Gateway access string field enter the name or the IP address of the mail server, on which the C3000 SMTP Connector is running.





5. Under Local accepted DNS domains enter the subdomain created above (e.g. umr.company.com) and click the Add button.


7. Click Save.




1. On the C3000 SMTP Connector tab in the Relay host for outgoing Mails field enter the relay host which is responsible for external e-mail traffic for the Internet.

2. Click Save.


You have now completed the necessary configurations for connecting from UMR to the GroupWise mail system.

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Connecting to Lotus NotesThis topic describes how the UMR system connects to Lotus Notes.

Was do I need to configure in Lotus Notes?

To connect the UMR system to Lotus Notes, you must configure the following in Lotus Notes:

• Set up global domain in the Domino Directory

• Setting up a foreign SMTP domain

• Enabling SMTP on Domino server

• Setting up a new group


Set up global domain in the Domino Directory

You only need to set up the global domain, if you have not yet set up an e-mail connection in your company.

• Add domain, type: Global domain.

• Enter Notes domain

• Enter the company address (e.g. company.com) as the local primary Internet domain

• Enable Internet address search


1. Start the Lotus Domino Administrator: Start Programs Lotus applications Lotus Domino Administrator.

2. If necessary: From the popup window select a corresponding user and click OK.

3. The login window appears.

4. Enter the password and click OK.

5. The Lotus Domino Administrator window appears.

6. Go to Messages Domains in the tree.

7. Click the Add Domain button.

8. On the Basics tab click on the arrow under Domain type.




9. A window appears with a list of keywords.

10. Select Global domain and click OK.

11. Enter the Notes domain: To do this, enter the Global Domain name (e.g. UMR domain). This name is only a display name and can be chosen as desired.

12. Click the arrow under Global Domain role. A window with a list of keywords appears.

13. Select: V5 Internet Domains or V4.x SMTP MTA[R5 Internet Domains or R4.X SMTP MTA] and click OK.

14. Under Use as default Global Domain enable the Yes check box.

15. (Optionally) click the Restrictions tab. Under Domino domains and aliasesenter the Domino Notes domain.

16. Click the Conversions tab.

17. Under Local primary Internet domain enter the Internet domain of your company (e.g. company.com).

18. Click the arrow under Internet Address lookup.

19. A window with a list of keywords appears.

20. Select Enabled and click OK.

21. Click the Save & Close button.

You have now set up the global domain in the Domino Directory.

You have now set up a foreign SMTP domain

• Add domain, type: Foreign SMTP domain

• Enter UMR address (e.g. company.umr)• Enter the Internet host of the C3000 SMTP Connector


1. In the Lotus Domino Administrator window in the directory tree go to Messages Domains.

2. Click the Add Domain button.

3. On the Basics tab click on the arrow under Domain type.

4. A window appears with a list of keywords.

5. Select Foreign SMTP Domain from and click OK.

6. Click the Routing tab.

7. Under Internet Domain enter the domain under which you are addressing the C3000 domain in Lotus Notes (e.g. company.umr).

8. Under Internet hostenter the Internet address of the C3000 SMTP Connector.

9. Click the Save & Close button .

You have now set up the foreign SMTP domain.

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Enabling SMTP on Domino server


1. In Lotus Domino Administrator in the directory tree go to Messages Configurations.

2. Select the current server and click the Edit Configuration button.

3. Click the Router/SMTP tab.

4. Click the arrow under SMTP used when sending messages outside of the local Internet domain.


6. Select Enabled and click OK.

7. Click Save & Close. The Domino server has now been enabled for SMTP.

Setting up a new group

• Create new group, type: Mail only

• Member: Enter UMR topic (e.g. [email protected]) and where applicable Set up Notes member

• Enter Internet address, on which messages are received (e.g. [email protected])

It is sensible to set up a dedicated group for each topic.


1. Click the Persons and Groups tab in Lotus Domino Administrator.

2. In the directory tree go to domain directory and then to Groups.

3. Click the Add Group button.

4. Click on the Basics tab.

5. Under Group Name enter a name for the group (e.g. UMR). This group will subsequently receive e-mails from the Internet.

6. Click the arrow under Group type.


8. Select Mail only and click OK.

9. Under Members enter a topic directly into the field (e.g. [email protected]). You must also set this topic up in CIE. In C3000 you must set up this domain in the C3000 SMTP Connector on the SMTP-Connector tab (e.g. company.umr).




10. If e-mails should remain in Lotus Notes, you should also set up Lotus Notes members: Click the arrow under Members.

11. Select a Lotus Notes user from the left-hand list and click the Add button. Repeat this step for other Lotus Notes users.

12. Click OK.

13. The selected Lotus Notes users appear in the Members field.

14. Under Internet address enter the Internet address, on which messages are received (e.g. [email protected]).

15. Click the Save & Close button. A New Group has now been set up.





5. Under Local accepted DNS domains enter the subdomain created above (e.g. company.umr) and click the Add button.


7. Click Save.



1. On the C3000 SMTP Connector tab in the Relay host for outgoing Mails field enter the relay host which is responsible for external e-mail traffic for the Internet.

2. Click Save.


You have now completed the necessary configurations for connecting from UMR to the Lotus Notes mail system.

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Address book connectionAddress book functionality is integrated in the UMR WebClient module. The address books displayed there are served by the address book server. The address books an agent is able to use and modify in the UMR WebClient module are set in the configuration of the address book server.

Address Book Administration module

To connect address books and make necessary settings, use the Address Book Administration module.

Documentation

For information on how to set up address books and which settings you must make, see the following documentation.

• Customer Interaction Express 1.0 Address Book Administration

• Online Help for the Address Book Administration module


SecurityTo increasesecurity, prevent SPAM and for other reasons, it may be a good idea not to allow your own specific domains or IP addresses. You can block domains and IP addresses. Otherwise you can specify valid sender domains.

Make these settings using the UMR Administrator application.

Possible rules

You can configure the following security rules.

• Domains to be rejected

• IP addresses to be rejected

• Valid sender domains (you can choose whether to enable this rule)

Settings

To enhance security, you can configure the rules. Proceed as follows:

1. Start UMR Administrator as you normally would.


3. Select a server. 4. Click C3000 SMTP Connector. 5. Click the Security tab.

6. Click Add to add domains, IP addresses or valid senders.

7. To delete domains, IP addresses or valid senders, click (delete).


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Reply addressYou can set an address referring to agents or topics.

Email reply address for agents

You can enter the email reply address. You must enter the setting in the Email reply address field in the agents configuration.

The email reply address is used by the UMR WebClient, when an agent drafts a new email.

If you do not configure an email address, the email address configured in the CIE UI is used.

Replies and forwarding

When replying and forwarding emails the UMR WebClient behaves as follows.

A check is carried out to determine whether the recipient of the original message belongs to a valid domain. Valid domains are the domains used in the company.

• If this is the case, then this domain is used for the reply address for the email.

• If this is not the case, then the same process occurs as when writing a new email (does not take place with the correct configuration of the domain).

Email reply address for topics

You can enter the email reply address. You must enter the setting in the Email reply address field in the topic configuration.

If you are replying in the UMR WebClient as a topic or are forwarding an email, then the behavior is the same as when replying and forwarding as an agent (see above).

Limitation

Creating a new message as a topic is not currently possible.


Querying the filling levelIn UMR Administrator, you can set an interval for querying the filling level and threshold values for the UMR runtime database.

Settings in UMR Administrator

You can set the following settings for querying the filling level. In general, you can use the default settings. The settings are located in General on the System tab.

Recommendation for TTrace

We recommend setting up an SMTP message to be generated on the messages output in TTrace to stay informed of the current status.

You must react to alarm message at least as otherwise the system may shut down.

Setting Comment

DB size checking interval [minutes] Specifies the query interval for the DB filling level in minutes. If the filling level exceeds a configured threshold value, a message is created in TTrace. Default: 15 minutes

Level for info message [%] Specifies the level in percent for the info message. If this level is exceeded, an info message is created in TTrace. Default: 80 percent

Level for alarm message [%] Specifies the level in percent for the alarm message. If this level is exceeded, an alarm message is created in TTrace. Default: 90 percent

Current DB size [%] When you open the System tab, the current size of the database in percent is queried and displayed. This level value is the same value evaluated by the SMTP connector or POP3 IMAP4 client. If that level is exceeded, no more emails are accepted or retrieved.

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Tips and tricks

Load protection

The process kernel and UMR task server communicate with each other directly. The process kernel defines how many new messages the UMR task server can send per topic. In general, the process kernel is notified of all new messages received by the UMR task server when they are received. If the two process kernels and vectors are fully utilized at that moment, only the events necessary for reporting are forwarded to them. The task itself becomes inactive until emails in vectoring have been routed and the value falls below the threshold value. Emails in the kernel process and vectors are qualified in the task flow scope. Inactive emails are subsequently sent according to the first-in first-out principle. The threshold values are fixed and cannot be influenced externally.

Exception

When new messages are signaled, the kernel process checks (assuming the correct topic configuration) whether the messages can be delivered directly to the current agent/last agent/preferred agent without going through vectoring.

Additional precautions

You can take additional precautions.

• Limit the maximum email size (UMR Administrator)

• Limit the maximum number of emails/topics (UMR Administrator)

• Define threshold values for the database to prevent additional emails from being received if the values are exceeded.

Configuring text blocks

You can configure text blocks using the Textblock Administrator module.

To do so, you must have the Textblock Administration privilege.

For more information, see the following documentation.

• Customer Interaction Express 1.0 Textblock Administrator user manual

• Customer Interaction Express 1.0 Web Client user manual


Setting privileges

You set privileges in the Configuration module. Proceed as follows:

1. On the Agent tab, double-click the agent whose privileges you want to set.

2. Click the General tab.

3. Click the Privileges... button.

4. Click the UMR tab.

5. Enable the required privileges.


For more information, see the Customer Interaction Express 1.0 Configuration user manual or the Online help for the module.

Database maintenance and repair

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Backing up the databaseYou can back up data to a file or tape. Please note the relevant prerequisites.

You can make a backup while CIE is running.

What is a backup server?

The backup server is used for backups, dumps, restores and loads of certain databases and transaction logs for Adaptive Server Enterprise.

A backup server must run in the same system as the respective installation of Adaptive Server Enterprise.

Guidelines for backing up the master database

Back up the master database after every change. Each process concerning hard disks, memory, databases or segments leads to changes in the system tables of the master database. Back up the master database after creating the CIE database and after increasing the size of the CIE database.

Guidelines for backing up the CIE database

Back up the CIE database after the following events:

• Right after installation to have a basic backup copy. Afterwards, back up the database according to a schedule. The recommended minimum default is to back up the transaction log daily and the database weekly.

• After deleting entries from the transaction log without creating a backup copy.

• Before each upgrade using the CIE setup.

Online help for Sybase

The Online Help for Sybase, which lets you search by error number, can be found at:

http://manuals.sybase.com/onlinebooks/group-as/@Generic__CollectionView;pt=group-asarc;lang=en


Backing up the databaseYou can back up the database to a DAT tape or to free hard drive space. Use the Sybase Central Java Edition administration tool.

You can back up the cc database to a file and copy it to a newly created database.

Prerequisite

The BCKServer_Host name Sybase service must be started.

Backing up a database

To back up a database, follow these steps.


2. In the Extras menu select Connect. The Connect to Adaptive Server Enterprise dialog opens.

3. Enter the user name sa.

4. Enter the password.

5. Right-click the cc database. A pop-up menu opens. Select Backup.

6. Select cc.

7. Click Next. 8. Select Backup the entire database.

9. Click Next. 10. Click Add.

11. Select Explicit dump device.

12. Enter the physical data medium e.g. c:\DBBackup\db_cc.

13. Click OK.

14. Click Next. Use the default.


16. Click Next. Use the default. Depending on the amount of data the backup might take up to ten minutes.

17. Click Finish. Check the messages for errors.


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Restoring the databaseTo restore a database you must restore it and then bring it online.

Prerequisite

The following conditions must be met before you can restore a database.

• The Watchdog service must not be started. Stop the Watchdog service.

• Please note that the size of the database upon restore must match the size of the saved database. The settings for Size of the database device, Size of the log device and Size of the temp device must match.

Restore

To restore a database, follow these steps.


2. In the Extras menu select Connect. The Connect to Adaptive Server Enterprise dialog opens.



5. Right-click the cc database. A pop-up menu opens. Select Restore.

6. Select cc.Click Next. 7. Select Restore the entire database.

8. Click Next. 9. Click Add.

10. Select Explicit dump device.

11. Enter the physical data medium e.g. c:\DBBackup\db_cc.

12. Click OK.



15. Check the messages for errors. Click Finish.

16. You need to set the database online. Select the server.

17. Press F5. The view is refreshed and the database is marked as offline.

18. Right-click the database. Confirm the message with OK.

19. Select Online. The database is now online again.


Increasing the size of a databaseYou must increase the size of a database, if necessary.

When must you increase the size of the database?

When you update a database, you may need to increase its size. See also: “Step 6: Upgrading the database” on page 82

Increasing size

To increase the size of a database, follow these steps.


2. Select Connect under Tools. The Connect to Adaptive Server Enterprise dialog opens.



5. Click the Database Devices folder.

6. Double-click ccdev.

7. The current size of the database device is indicated in the Space allocated input box. Enter a new value.

8. Click OK.

9. Click the Databases folder.

10. Right-click the cc database. A pop-up menu opens.

11. Select Properties.

12. Click the Devices tab.

13. Select the device you just increased.

14. Click Edit. 15. In the Add Space field, enter the value you used to increase the size of the device.

16. Click OK in the open dialogs.


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System diagnostics with stored proceduresYou can use stored procedures to query the database memory capacity and the connections to the database server.

Used and free database memory capacity

You can query the size and the used and freememory of the log and data segments of a database in megabytes.

ISQL command

check_space

Example

isql -U sa -P password1>use cc2>go

1>check_space cc2>goDB name size used free------------------------------ ----------- ----------- -----------cc 3000 1920 1080(1 row affected)DB name log size log used log free------------------------------ ----------- ----------- -----------cc 500 51 449(1 row affected)(return status = 0)


Current connections to the database server

You can query the current connections to the database server.

Connections via db_srv are displayed with the IP address and Process ID (PID) of the original process. This allows you to check which CIE processes currently have an active connection to the database.

ISQL command

show_connections

Example


1>show_connections2>gospid program_name login_name hostname dbname------ -------------------- --------------- ---------- ---------------14 128.11.111.42:3860 ccuser cc15 128.11.111.42:7888 ccuser cc16 truser tr17 128.11.111.42:4968 ccuser cc18 truser tr19 truser tr20 truser tr21 128.11.111.42:7656 ccuser cc22 128.11.111.42:4968 ccuser cc43 SC_ASEJ_Mgmt sa amarillo cc50 128.11.111.42:4968 ccuser cc56 isql ccuser AMARILLO cc60 isql ccuser WC01035 cc(13 row affected)(return status = 0)


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Advanced database configurationThe following topics provide tips for configuring a database.

Working memory (max memory) used

You can define the working memory (max memory) used for Sybase ASE.

Limitation

You can set a max memory of up to 1.4 GB. If you use a higher value, Sybase may not function properly.

After you change the size of the working memory, you must always change the size of the default data cache accordingly.

Settings

To change the working memory used (max memory), follow these steps.

1. Start ISQL in a command prompt (DOS box). Enter the following commands.

isql -U sa -P password

2. To change the working memory size, enter the following commands. The size of the working memory used is specified in megabytes (500 Mbytes in this example).

1>sp_configure "max memory", 0, "500M"2>go

3. You must also change the default data cache accordingly. Enter the following commands.

1>setup..set_default_data_cache2>go


Improving database access time

Data changes made in the database tables causes the database access time to increase over time. This is particularly true for reporting table access. To counteract this performance loss, we recommend that you update the index reporting at regular intervals.

Interval recommendation

When you first install a CIE system, we recommend a weekly interval. From experience, we know that in general, many changes and reconfigurations are made in a new CIE system.

After this time, it is sufficient to update the index reporting at intervals of every four weeks to three months. The interval depends on the amount of data. A longer interval is sufficient for smaller data quantities.

Note

This process can take several hours for large quantities of data.

Procedure



2. To update the index reporting, enter the following commands.

1> exec UpdateStatistics2> go


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Multi-processor mode

If the Sybase database server is running on a computer with more than one processor, multiple processors can be configured to increase the performance of Sybase. This enables parallel processing of database queries.

Processors in this context include both virtual (hyperthreading) and physical CPUs. It is best to use the display on the Performance tab of Windows Task Manager as a basis for the number of CPUs.

Note that you must never assign all available CPUs to Sybase, as enough processor power must also be reserved for the operating system and additional applications (db_srv, lna_srv, etc.).

Formula

The following formula applies for a computer on which only the components of the database setup are installed.

Max. number = CPUs-1

Settings

The following example shows the configuration of a computer with four CPUs.


isql -U sa -P password

2. Enter the number of CPUs minus one. Enter the following commands.

sp_configure "max online engines", 3gosp_configure "number of engines at startup", 3go

3. You must restart the Sybase SQLServer_servername service.

Parallel processing

1. If you would like to configure parallel processing (number of CPUs*3+1), enter the following commands.

sp_configure "number of worker processes", 10gosp_configure "max parallel degree", 3gosp_configure "max scan parallel degree", 3go

Troubleshooting

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Troubleshooting

OmniNames does not startThe Corba name service may not start.

Possible reasons

The Corba name service may not start for the following reasons.

• The hardware was changed

• Network settings were changed

Error elimination

You must delete the log files. Proceed as follows:

1. In the c:\Documents and Settings\All Users\Application Data\omniORB folder (if available) delete the omninames_hostname.log and omninames_hostname.bak files.

2. Delete the omninames.errlog file.

3. Restart the service.


The reporting viewer or WebLM is not workingIf you use the reporting viewer in the CIE system or if you use WebLM, you may not be able to reach the respective Web server.

Possible reasons

Internet Explorer settings are used for accessing the Web server. If you use a proxy server, you must configure an exception.

Troubleshooting

If you use a proxy server, you must configure an exception in Internet Explorer. Proceed as follows:

1. Start Internet Explorer.

2. In the Tools menu select Internet Options. The Internet Options dialog opens.

3. Click the Connections tab.

4. Under LAN Settings click Settings.

5. Under Proxy server click Advanced.

6. Under Exceptions enter PC name:8443. Use the host name of the computer running the reporting viewer or WebLM as the server name.

7. Click OK.

8. Click OK.

9. Click OK.

Troubleshooting

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Tomcat applications are not runningIf a Tomcat application is running with SSL (not set by default), you must add the host name of the Tomcat server as a trusted site in the IE configuration of the PC for the Agent (user interface).

Message cannot be sent via SMTP ConnectorIf you are using a McAfee 8.0 virus scanner, you cannot send messages via the SMTP Connector.

Possible reasons

Port 25 (well-known port for the SMTP protocol) is blocked in the default configuration of McAfee 8.0.

Troubleshooting

To correct this problem, you must tell McAfee that SMTPConnector is a trusted program. Proceed as follows:

1. Right-click McAfee on the task bar.

2. Select VirusScan Console.

3. Double-click Access Protection.

4. Click the Port Blocking tab.

5. Select Prevent mass mailing worms from sending email. 6. Click Edit. 7. Add SMTPConnector.exe.

Tips and tricks

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Tips and tricks

Setting in Sybase Central: Connection profileYou can create a connection profile for Sybase Central using Sybase Central Java Edition.

Advantage

The advantage of this connection profile is that you can start Sybase Central without user identification.

Creating a connection profile

To create a connection profile for the cc database and with the user sa, follow these steps.

1. Sybase Central Java Edition is open.

2. In the Tools menu select Connection Profile. The Connection Profiles dialog opens.

3. Click New. The Create New Profile dialog opens.

4. Enter a name, e.g. cc.

5. Click OK. The Connect to Adaprive Server Enterprise dialog opens.

6. Enter the user name sa and the password.

7. Click OK.

8. Select the connection profile cc.

9. Click Start enable.

10. Click Close.


Outputting the installed software versionsThe WhatIsInstalled tool outputs the installed software versions. The software versions are the same as those of the MSI database.

WhatIsInstalled tool

The WhatIsInstalled tool is located in Start - All Programs - Avaya CIE.

Outputting to a file

You can also save the outputs to a file. Proceed as follows:

1. Start the WhatIsInstalled application.

2. Click Save Report. Enter a file name.

3. Click OK. The outputs are written to a text file. If, for example, errors occur, you can send this text file to the appropriate office.

Remote maintenance with PC AnywhereAvaya offers remote maintenance services based on the product PCAnywhere. For more information please contact your local sales representative.

Ports used

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Ports used

TCP ports used by CIE system processesThe following tables show the TCP ports that CIE system processes use.

Well known ports from 0 to 1023

The following table shows the ports used from 0 to 1023.

Registered ports from 1024 to 49151

The following table shows the ports used from 1024 to 49151.

Port Process/component Explanation

25 Smtp C3000 SMTP module

110 Pop3 C3000 server when using the Pop3 interface

143 Imap C3000 CommGW when using Imap

389 Ldap C3000 server

1000 VU manager TCP port used by Contarra


1352 c3kldc.exe C3000 Domino Connector / Notes Client to access the Domino Server

1720 tomsrv.exe (VoIP) H.323 Call Setup

1720 Elemediaadapter.dll (CHAP) Default port for signaling channel to ACM (H.323 QSIG-over-IP). Configurable in the Configuration module

1731 tomsrv.exe (VoIP) AudioCallControl

1900 jtapiserver.exe JTAPI, to connect to CORBA name service

1900 omninames JTAPI naming service

2472 C3000 C3000 CPI

2555+[0..n-1]

Connection CTI server socket

2600 CTI socket server ASCII interface of CTI socket server

2700 CTI socket server XML interface of CTI socket server


2809 omninames Naming service

2810 C3kcommgw.exe WavToPhone clients

5000 SybaseSQLServer Database queries of db_srv process

5001 SybaseBCKServer -

5012 Lna_srv RPC interface between database and lna_srv process

5020 jtapiserver.exe JTAPI for sending call events to the registered client. Note: This port is used as an UDP socket. If JTAPI is monitoring more than one PBX, the next port numbers (5021, 5022 etc.) are used to send data.

5040 jtapiserver.exe JTAPI for sending call events to the registered client. Note: This port is used as a stream socket. If JTAPI is monitoring more than one PBX, the next port numbers (5041, 5042 etc.) are used to send data.

5631 / 5632

PCAnywhere For C3000 remote maintenance

5557+[0..n]

I55 task server CSTA-Spy-Connect

5679 Modman/ComMan I55-Connect for E07

6555 I55 L02-Connect

8080 UMR Administrator (Webadmin)

TomCat

8443 WebLM -

9210+[0 to n-1]

Taskserver_I55.exe CSTATracing for I55 PBX (ktracer)

10001 watchdog Inter process communication

11200 spop_srv.exe Database access for first screen applications (binary format)

11201 spop_srv.exe Database access for first screen applications (XML format)

10300 tt_srv.exe Trace

10301 tt_srv.exe Console

10302 tt_srv.exe Data

10240 to 13028

Elemediaadapter.dll (CHAP) Default port range for RTP/RTCP channels to ACM (H.323 QSIG-over-IP). Configurable in the Configuration module


Ports used

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Dynamic or private ports from 49152 to 65535

The following table shows the dynamic and private ports from 49152 to 65535.


49900 annax.exe ORB uses this port.

49901 autodialler.exe ORB uses this port.

49903 cgi_srv.exe ORB uses this port.

49904 cgicc.exe ORB uses this port.

49905 config.exe ORB uses this port.

49906 db_srv.exe (cc database) ORB uses this port.

49907 info_srv.exe ORB uses this port.

49908 ivr.exe ORB uses this port.

49909 kernel.exe ORB uses this port.

49910 lna_srv.exe (cc database) ORB uses this port.

49911 M_gw_mapi.exe ORB uses this port.

49912 m_srv.exe ORB uses this port.

49913 patMatsrv.exe ORB uses this port.

49914 sm_srv.exe ORB uses this port.

49915 spop_srv.exe ORB uses this port.

49916 vu.exe ORB uses this port.

49917 tr_srv.exe ORB uses this port.

49918 tt_srv.exe ORB uses this port.

49919 vectors.exe ORB uses this port.

49920 xstat_srv.exe ORB uses this port.

49921 taskServerManager.exe ORB uses this port.

49922 c3k_lna_srv.exe (c3k database)

ORB uses this port. (C3000)

49923 c3k_db_srv.exe (c3k database)

ORB uses this port. (C3000)

49924 monitor_srv ORB uses this port.

49925 statistic_srv ORB uses this port.

49926 reconstructor.exe ORB uses this port.


49930 stattest.exe ORB uses this port.

49932 lad_srv.exe ORB uses this port.

49933 ccshield.exe ORB uses this port.

49940-44969

taskserver_I55.exe ORB listens on this port one port for each processinstance. If more than one taskserver_I55 is running on the same host, each process must be started with a unique sessionId for this host. The sessionId is set in the taskserver settings or must be set with the startparameter -sessionId. The ORB port ist calculated with following rule: ORB port = 49940 + sessionId

49970-44999

vu.exe ORB listens on this port one port for each processinstance. If more than one vu-manager is running on the same host, each process must be started with a unique sessionId for this host. The sessionId is set in the taskserver - vu-manager settings or must be set with the startparameter -sessionId . The ORB port ist calculated with following rule: ORB port = 49970 + sessionId

50200 Com4TelC For communicating with groupware clients in Com4Tel C.

50201 Com4TelCNotesConnector.jar For communicating with the update server in Com4Tel C.

50202 Com4TelCNotesConnector.jar For communicating with Com4TelServiceInitiator.exe.

50701 Com4TelC Updates data

50702 Com4TelC For transferring configuration data for Com4Tel C.

50704 Com4TelC For transferring configuration data for Com4Tel C.

50705 Com4TelC Updates data

51000 Avaya UISessionManager UI Session Manager

51001-51010

C3000 UmrTaskServerC3000 UmrConfigServerC3000 TextTemplateServerC3000 ClientAdapter

UMR server processesA port in the range of 51001 to 51010 is dynamically assigned to these processes.

53000-53001

ACM PbxTaskserver, VEA ACM

53002 SGServer SGServer

54321 Voice Control Connection to VU Manager


Ports used

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Ports used by services of a CIE server operating systemThe following tables show the TCP and UDP ports on a CIE server used by the operating system.

TCP ports

The following table shows the TCP ports of the operating system.

Port Operating system services [OS services]

135 msrpc

139 netbios-ssn

157 knet-cmp

445 microsoft-ds

1025 NFS-or-IIS

1067 instl_boots

1080 socks

1110 nfsd-status

1720 H.323/Q.931

8000 http-alt

8009 ajp13

8080 http-proxy

8443 https-alt


UDP ports

The following table shows the UDP ports of the operating system.

Port Process/component

123 ntp

137 netbios-ns

138 netbios-dgm

445 microsoft-ds

500 isakmp

4500 sae-urn

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Glossary

ACM ACM stands for Avaya Communication Manager.

AES server The AES server is a media server. This media server establishes the TSAPI connection between the CIE system and PBX.

ASA ASA stands for Avaya Site Administration and is the application used for configuring the PBX.

ASR ASR stands for Automatic Speech Recognition.

Bootstrapper A bootstrapper is an application combining several installations that is used to enter additional required tasks.

CAPI CAPI stands for Common ISDN API, i.e., Common Application Program Interface for ISDN. CAPI is a software interface between ISDN adapters and ISDN application software, developed by German manufacturers of ISDN adapters in cooperation with the Federal Office for Communications Technology in Germany (FTZ). The standardized CAPI interfaces version 1.1 and 2.0 are supported as the application interface. (CAPI version 1.1 supports basic functions and the performance range of 1TR6, while CAPI version 2.0 also supports Euro ISDN.)

CSTA CSTA stands for Computer Supported Telecommunications Application. This standard is an ECMA specification. For more information see the following manuals:ECMA-179 StandardECMA-180 StandardECMA-217 StandardECMA-218 StandardMore information is available online at: http://www.ecma-international.org/default.htm

CHAP CHAP stands for Common Hardware Abstraction Platform. CHAP is an abstraction layer that supports different types of hardware (such as ISDN, OpenH323, TAPI, TSAPI).

CIE CIE stands for Customer Interaction Express.

CPU CPU stands for Central Processing Unit.

DLL DLL stands for Dynamic Link Library. It is a library of routines that are called at runtime and loaded dynamically to the calling program.

HTTP HTTP stands for HyperText Transfer Protocol. HTTP is a general, status-less, object-oriented protocol for data transfer within the framework of the World Wide Web (WWW).

HTTPS HTTPS stands for Hypertext Transfer Protocol Secure and is a network protocol that enables a secure HTTP connection between computers. The data are encoded via SSL to make them tap-proof.

Glossary


IP IP stands for Internet Protocol. It is used to address and fragment data and transmit this data to the recipient. It is a 32-bit address that is used to identify a node in an integrated IP network. A unique IP address consisting of a network identifier and a host identifier must be assigned to each node in an IP network. This address is normally transmitted in dotted decimal point format, in which case the decimal value of each group of eight digits is separated by a point, for example 192.168.7.27.

ISDN ISDN stands for Integrated Services Digital Network. The Deutsche Bundespost Telekom universal digital telephone network, which is under construction and has developed from the digital telephone network. It comprises different data services. It is internationally standardized and has been introduced in this form by almost all postal services in the western world. It offers multiple telephone, data, text and image communication via two 64 kbits/s user channels and a 16 kbits/s signaling channel for a digital telephone connection (with a telephone number). Dial-up and dedicated connections for multiple and mixed communication are possible. Currently new terminals are being developed for ISDN including ISDN fax machines that can transfer text and graphics in under 10 seconds per DIN A4 page during a telephone conversation.

ISQL ISQL stands for Interactive Structured Query Language.

IVR IVR stands for Interactive Voice Response.

LAN LAN stands for Local Area Network. A LAN is a group of computers, which are interconnected in a network.

NTFS NTFS stands for New Technology File System and is the file system of Windows NT and its successors Windows 2000, Windows XP, Windows Server 2003, and Windows Vista.

ODBC ODBC stands for Open DataBase Connectivity. ODBC is a standardized database interface that uses the SQL database language.

PBX PBX stands for Private Branch eXchange (telecommunications system).It is a device for connecting internal telephones to each other and to the public telecommunications network. It can also have data transfer functions.

PCM PCM stands for Pulse Code Modulation. It is a special modulation method that digitalizes signals before modulation. In 1968, the CCITT introduced the PCM 30-channel time-division multiplex system with 30 digital voice channels with a transfer speed of 2048 kbits/s. It also includes channel 0 for synchronization and channel 16 for signaling information. Each channel has a 300 Hz to 3.4 kHz bandwidth, 8 kHz sampling frequency and 8 bit sampling rate quantization.

PDF PDF stands for Portable Document Format.

PTP PTP stands for Point To Point.

POP3 POP3 stands for Post Office Protocol Version 3. POP3 is a line protocol by means of which a client can retrieve e-mails from an e-mail server.

QSIG QSIG stands for Q reference point signaling. In telecommunications QSIG is a signaling protocol based on ISDN for networking PBXs.

Glossary

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SSL SSL stands for Secure Socket Layer and is a technology that allows a Web server and client to exchange data via a secure connection.

SMTP SMTP stands for Simple Mail Transfer Protocol and is a fourth layer protocol (application layer) of the TCP/IP model. It is used to send email to the SMTP server of an Internet service provider and from there on through the Internet to the recipient's inbox. In this way, other SMTP servers can be used as intermediate stations.

SNMP SNMP is short for Simple Network Management Protocol.

Socket A socket is a mechanism allowing a virtual connection between two processes. It is activated using a socket address. The socket address consists of a port number and a host address.

SPAM SPAM is defined as unsolicited messages (generally in electronic format) that are sent to recipients in mass mailings or contain advertising.

TAC TAC stands for Trunk Access Code. TAC is the number for a tie line.

TCP TCP stands for Transmission Control Protocol.TCP is a connection-oriented transmission protocol for use in packet-switched networks. This protocol is based on IP protocol, supports transport layer functions and establishes a secure connection between the instances before transferring data.

TLink TLink is the logical link between the PBX and AES server.

TSTest TSTest stands for Telephony Services Text Application.The TSTest application is based on the Avaya CSTA interface.

TTS TTS stands for Text To Speech. Text is converted to speech.

UDP UDP is short for User Datagram Protocol.

USB USB stands for Universal Serial Bus. A term within the Windows 2000 operating system, USB is a communication standard for plug-and-play serial devices.

UMR UMR stands for Unified Messaging Routing.

UNC UNC stands for Universal Naming Convention. UNC is a convention for naming files and other resources using two backslashes (\) to indicate that the resource is located on a network computer. The syntax for UNC names is \\SERVERNAME\ENABLENAME, whereby SERVERNAME stands for the name of the server and ENABLENAME stands for the name of the enabled resource. The UNC name of a directory or file can also contain the directory path after the enable name. In this case, the following syntax applies: \\SERVERNAME\ENABLENAME\DIRECTORYNAME\FILENAME.

Unicode Unicode is an international standard that defines a digital code for every meaningful character or text element of all known writing cultures and character systems over the long term.

VEA VEA stands for Voice Extension Adapter. The VEA is responsible for such tasks as queue announcements.

VDN VDN stands for Vector Directory Number. VDN is the topic dial-in number.

Glossary


W3C The W3C was founded to the support joint development of standards for Web technology development. One of the most important goals of the W3C is to provide a common global information repository to Web developers and users. For this purpose, the W3C manages multiple Web sites with the latest plans for Web developments.

WAV WAV stands for WAVE file format. Also called Wave file. Samples (noise, music or voice) are stored as Wave files (extension WAV).

XML XML stands for Extended Markup Language. XML is the standard language for defining customized markup languages that mark up structured information. XML is a subset of the SGML ISO standard. It was accepted as a metalanguage by the W3C in 1998.

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Index

Index

Symbols$DATE$ 291$DOCID$ 291$MEMO$ 290$R_CITY$ 291$R_COMPANY$ 290$R_COUNTRY$ 291$R_FIRSTNAME$ 290$R_NAME$ 290$R_ROOM$ 290$R_STREET$ 291$R_TARGET$ 291$R_ZIP$ 291$REQID$ 291$S_CITY$ 291$S_COMPANY$ 290$S_COUNTRY$ 291$S_FAXINFO$ 290$S_FEXT$ 290$S_FIRSTNAME$ 290$S_NAME$ 290$S_ROOM$ 290$S_STREET$ 290$S_VEXT$ 290$S_ZIP$ 291$SIGNATURE$ 291$SUBJECT$ 291$TIME$ 291%company% 276%date% 276%documentid% 276%endtime% 286, 287%extension% 276%firstname% 276%KST% 274%name% 276%NST% 274%numberofpages% 286, 287%PIN% 274%requestid% 276%sender% 286, 287%starttime% 286, 287%subscriber% 276%time% 276%ZNR% 274

Aaar 127Access Code Topics 145Access number 167Access rights 26Access time 316Access to the database server 238Access type 166ACM 28, 73, 209, 246ACM PBX driver 34, 52, 104ACM task server 52Acrobat Reader 29, 87Active 224Active Directory Users and Computers 293Active ISDN channels 222Active-aborted 224ACULAB 272Aculab Prosody cards 272adb_srv 75, 247Add (button) 302Add domain 299, 300Add domain (button) 299Add Group (button) 301Add signaling group 117Add trunk-group 120ADDLOCAL 96Address 284Address book connection 303Address book server 34, 57, 75, 245, 247, 251Addressbook 301Administrator rights 31, 87ADS

open 293AES server 106, 331Annax 74Announcement 146Antialsing 285Application Enablement Services 107Area code

(Field) 273ARS 132ASA 106, 331ASR 188, 199, 221, 331Autodialer 74Automatic alternate routing 127Automatic configuration script 29, 88, 231


Index

Available tone 147Avaya observation service 75, 247AVM 191

BBacking up a database 309, 310Backing up the database 79Backup server 309Base components 33Base identifier 275Based on:

(Field) 273Basics (tab) 299, 300, 301Baud rate 267BCAG 164, 165, 167, 169BCC V2 78BCC V3.x 78BCC V4.x 78B-channel 223B-channels 193Billing charges

PBX 274BIOS 30Block diagram

UMR 250Branding 42Browser 88Button

Add 302Add domain 299Add Group 301Save and close 302

CC3000 251C3000 ClientAdapter 251C3000 domain 300C3000 server 75, 247C3000 SMTP Connector 294, 297, 302, 304

(Tab) 294, 297, 302Enter the Internet host 300Internet address 300

C3k database 248C3k_db_srv 75, 247C3k_lna_srv 75, 247Call destination analyses 273Call options 273, 275Caller ID 287Caller numbers 282CallID 223, 224, 225CallingNumber 134

CAPI 29, 160, 162, 272, 279, 331CAPI driver 189CAPI2.0 cards 272cc 49, 82Cellular engines 266Cgi_srv 74Change aar analyses 128Change route-pattern 129Change signaling group 117Change trunk group 120CHAP 74, 105, 106, 136, 138, 147, 331Chap 34, 52CHAP adapter line 147CHAP Sync 106CHAPSync 74Character set 285Charges 147

PBX billing 274check box

Create an Exchange e-mail address 293check_space 82, 313Client components 85Coaching 108Codec set 119Color faxes 270ComMan 34Communication gateway

Controlscript settings 273Communication Manager 144, 168Components 33, 294, 297, 302Computer name 30Condition 217config 74Configuration 17, 19, 158, 164, 209, 213Configuration file 63Configuration module 144Configuration script 29, 88, 231Configure 213configure

Lotus Notes 299Configuring start sequence processes 246Connection 176Connection profile 323Console structure 292, 293Contact 293

Include in the distribution group 294Contact Center Additional 34Contact Center Client Package 85Contact Center Core 34Contact Center Realtime Information 34, 55Contact Center Reporting 34, 56

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Index

Control Panel 191, 195Control script 273Controller 1 191Conversions (tab) 300CORBA 37, 46, 49, 53, 54, 55, 56, 58, 59, 82, 92, 157,172, 245Corba 319Cost center 262

Employee 274Job 274

Cost center (field) 262, 263Country code

(Field) 273Cover sheet 289Cover sheet (list box) 263Cover sheets 289CPN 134CPU 317, 331Create an Exchange e-mail address 293

(check box) 293CSTA 331CSTA messages 76CTI server 198Custom (Advanced) 33Custom sender ID 262

DD channel 223Database 34, 49, 82, 309Database device 243Database driver 239Database server 176, 179, 198, 221DB size 306db_srv 73, 246Default extension

(Field) 275Default processes 73, 246Default script 210, 213, 214Default settings 37DEFAULT_FAX 278, 279Destination 223

Job 274Normalized 274

Dial plan 127Disconnected-hangup 224Disconnected-other 224Disconnecting 224Display Shutdown Event Tracker 233Distribution (option) 293DITN 156, 164Diva Server 193

Diverting number 281DLL 331DNS 292

open 292Domain 293

Global 300Domain type 299, 300Domino domains and aliases 300Domino server

Enable SMTP 301Doubledial blocking 274

Meaning 274System message 285

Doubledial blocking server 274Driver version 194DS0 192DSPF controller 34, 172Duration 150DVD 188

EEarlier release 24Edit configuration 301Edition 18Email 333E-mail (field) 294Email (field) 261, 263Email address 261E-mail address type 293Employee

PIN number 274Voice extension number 274

encryption 42End time

Fax receipt 287End-User License Agreement 37English 24, 100Enter Internet address 301Enter Notes domain 299Enter the Internet host 300Enter UMR address 300Enter UMR topic 301Error rate 283Error Reporting 31ETSI 192Excel 92Exceptions 88Extension 275, 281

(Field) 272Extension length

Internal 288


Index

External 209, 213External line 144, 273External line access 273External OUTCC 132

FFailed attempt 168Fax 236FAX extension 262FAX extension (field) 261, 263Fax footer 285Fax gateway 270Fax layout settings 263Fax mail sender address 275

RFC-compliant 275Fax messages 261Fax receipt 276

End time 287Start time 287

Fax sender 276Placeholder 276

fax sender identifier 262Fax sender identifier (field) 262, 263Fax server name

(Field) 275FAX_FILE_EXTENSION 288FAX3 270, 271Field

(Services) 271Area code 273Based on: 273Cost center 262, 263Country code 273Default extension 275E-mail 294Email 261, 263Extension 272FAX extension 261, 263fax sender identifier 262, 263Fax server name 275First name 261Group name 293Host or domain 292Last name 261, 293Mail server 292Mail server priority 292Name 263Telephone/SMS extension 261, 263Working directory 271

First name (field) 261Folder for voice announcements 219

Footer text 286Foreign SMTP domain 300

setting up 299, 300Forward Lookup Zones 292FQDN 271, 292French 100Frequency 150Fully qualified domain name 292

GG.711A 119General 269, 294General settings 272German 100Global domain 299, 300

setting up in the Domino Directory 299Global Domain role 300Glossary 331Grayscale faxes 270Group

add 301creating 301setting up 299, 301

Group (pop-up menu) 293Group name 301Group name (field) 293Group scope 293Group type 293, 301Groups 301GroupWise 296GSM 267GSM modules 266Guided installation 33, 45, 47, 53, 54, 55, 56, 58, 59,80, 157, 172, 236, 241, 242, 245

HH.323 117, 127, 325HALDLL 272Hardware 184

Prerequisites 230Hardware recognition 193Header 276HKEY_LOCAL_MACHINE\SOFTWARE\COM

ON 288Host 209, 213Host name 169, 209, 213, 221, 234Host or domain

(Field) 292HTTP 331HTTP proxy 29, 88, 231HTTPS 24

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Index

Ii_view32.exe

IrfanView 285I55 27, 73, 76, 209, 246I55 task server 34, 52, 76ICU Editor 192, 196ID 223Identifier 276

Rules 275Identity 269Illustration

Voice Control 175, 178IMAP4 256, 259Index reporting 316Info_srv 74Information 17, 19Installation files 188Installing the UMR 227InstallPath 37InstallShield Scripting Engine 33Interface version 209, 213INTERN_DIGITS_LENGTH 288Internal call routing 108Internal extension length 288Internal OUTCC 132International 273Internet address 302

C3000 SMTP Connector 300Internet address search 300

enable 299Internet domain 299, 300

Your company 300Internet Explorer 320Internet host 300Internet Options 320Interval 316IP 332IP address 31IP tie line 114IP topics 114IrfanView 285

i_view32.exe 285ISDN 332ISDN adapter type 165ISDN card 27, 161

1 1902 190Eicon 4 BRI-8M 189Uninstalling 191

ISDN connection 163ISDN port configuration 205

ISO 334ISQL 315, 316, 317, 332Italian 100IVR 332IVR Editor 214IVR Script 217

JJakarta Tomcat 33Java Development Kit 33jConnect 47JDBC 47JDK 235Job

Cost center 274Destination 274Employee 274

Jobs 283JTAPI 325

KKernel 73, 246kernel 177Keyboard 27, 28, 87, 230Knowledge 19, 112ktracer 76

LL02 158, 160, 165Lad_srv 74LAN 332LAN settings 29, 320Language 100, 165, 242Language configuration 204Last name (field) 261, 293Letterhead (1st page) 289Letterhead (continuation pages) 289Letterhead 1st page (list box) 263Letterhead continuation pages (list box) 263License Agreement 37License Client 33License Server 44, 91License server 72, 176, 186, 221License server computer name 238Licenses 186, 222Licenses for ISDN channels 222Licenses for TIS devices 222Licenses for VC devices 222Licensing 30, 64, 186Line allocation 210, 213Line reporting 108


Index

Line spacing 285List box

Cover sheet 263Letterhead 1st page 263Letterhead continuation pages 263

List of numbers 274List station 113LNA server 176, 179lna_srv 73, 246Load protection 307Load sharing 153Local accepted DNS domains 259, 294, 297, 302Local primary Internet domain 300local primary Internet domain 299Local working directory 271localhost 271LocalIPAddress 148LocalRTPPortRange 148LocalSignalPort 148Log file 162, 170, 243Log level 269Logging 76Logic 217Long-distance calls 273Lotus applications 299Lotus Domino Administrator 299

start 299Lotus Domino Administrator (window) 299Lotus Notes 299

configure 299Lotus Notes members 302Lotus Notes user 302

MMail only 301Mail server 184, 210, 213Mail server (field) 292Mail server priority (field) 292Mailboxes 184Maintenance

Voice Control 217Manager realtime information 285Margins 286Master License Server 44, 91Max memory 315Max online engines 317Max parallel degree 317Max scan parallel degree 317Media encryption 119Member Assignment Method 122, 126Members 301, 302

Members (tab) 294Memory

User extension cache 288Memory capacity 313Method of operation 176, 179Module Manager 165, 168Monitor_srv 73, 246Mouse 27, 28, 87, 230Multi-processor mode 317

NName 209, 213Name (field) 263Name of database server 240Name of the global domain 300Naming service 33Net port 279Net ports 277Network 77Network card 27, 28, 87, 230Network protocol 30New Group

creating 301setting up 299, 301

New Mail Exchanger 292Node names 116Node number 280Normalized destination 274NT kernel mode 232NTFS 30, 332Nuance RealSpeak 4.0 202Number of engines at startup 317Number of pages

Fax 287Number of worker processes 317

OODBC 332ODBC driver 56, 244ODBC Support 47OmniORB 43OmniOrb 42, 73, 246OmniORB naming service 237One Server Standard Solutions 33open

ADS 293DNS 292

Operating system 31, 85, 87Operating system prerequisites 38Option

Distribution list 293

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Index

Universal 293Oracle 243ORB 327Original called number

Original called number 281OSR 3.0 199, 200Override 108

PPackages (Advanced) 33Page file 31Paper 21Parameters for the database server 238Partition 30Passive 224Password 23, 165, 167, 238Pause 150PBX 27, 28, 76, 158, 163, 184, 196, 209, 213, 332PBX driver 74, 136PBX task server 34, 74, 104, 136, 139PBX type 198PBXIPAddress 148PBXSignalPort 148PC 87PCAnywhere 324PCI 190PCM 146, 185, 332PDF 21, 332Pentium 27, 28, 87, 230Persons and Groups (tab) 301PIN number

Employee 274Pixels 286Placeholder 287, 290PLCI 223Pointer 27, 28, 87, 230Polling interval 257POP3 255, 259, 332POP3 IMAP4 client 75, 247Pop-up menu

Group 293Port 77, 158, 167Port assignments 278Port Manager 277, 278, 279, 281Portuguese 100Postfix 254Postmaster 267Power Management 30Power Options Properties 32Precautions 307Prefix 254

PrefixNumber 149Preparations 112, 232Prerequisites 21, 112, 184, 230

Hardware 230Software 230

Preselection 274Keywords 274

primary Internet domain 299Print 21Privileges 308Problems 217Processes 73

Watchdog 246Processor 27, 28, 87, 230Processor performance 72, 85Properties 294, 312

Window 294Proxy server 29, 88, 231, 320PTP 192, 332

QQSIG 106, 123, 325, 332Querying the filling level 306Queue device 145Queues 114, 146Quick-start guide 78, 109, 227, 253

RRealtime Information server 55Realtime line information 108Reconstructor 56, 75, 247Redirect number 223Refreshing views 78Registry 219Release 25Remote 238Remote maintenance 324Removing the BCC software 79Reply address 305Report Generator 34Report Viewer 34, 59Reporter categories 220ReportGenerator 73, 246Reporting export 87Reporting on Demand 242Reporting Server 56Restore 168, 311Restrictions 177, 180Restrictions (tab) 300RFC-compliant 275Rich Text Format 289


Index

Ring tone 150RingTone 150RJ45 pin allocation 194ROD 244RoD Archie 75, 247RoD Cex 75RoD CommandExecuter 247RoD repo server 75, 247RoD Rodomat 75, 247RoD scheduler server 75, 247Router/SMTP (tab) 301Routing (tab) 300RPC 326RTF 290Rules 304Run 62, 224Run level 62

SS0 190S0-user 192S2M card 195S2M card (I55) 193S8300 130S8500 116S8700 116Safety instructions 23Save and close

(button) 302Scenarios 62Scope 273Script start 177, 180Security 26, 265, 304Security certificate 24Security patch 23Send messages

SMTP 301Sender 287Sender ID

Custom 262Service 219

Voice Control 217Service account 237Service failure 168Services 73, 193, 246

(Field) 271Set up domain 292Set up mail server 292Set up member

Notes 301Set up Notes member 301

Set up subdomain 292set_default_data_cache 315setting up

Domain 292Mail server 292Subdomain 292

Setting up a contact 293Setting up a distribution group 293SGML 334show_connections 314Siemens M20 Terminal 266Siemens MC35/TC35 Terminal 266Signaling group 115, 117, 120, 130Signing on 72SIM card 266SIM card reader 266SIM PIN 267SMS 236, 268SMS gateway 266SMTP 255, 306, 325, 333

Enabling on Domino server 299, 301for sending messages 301

SMTP address 293SMTP connector 75, 247SMTP domain

setting up 299, 300SNMP 30, 333Socket 333Software 21, 87

Prerequisites 230Space allocated 312SPAM 304, 333Spanish 100Special dialing options 274Speech recognition 217, 222Speech recognition (ASR) 177SpeechPearl 221Spop_srv 74SQLServer 243SSL 24, 158, 321, 333Start Domino Administrator 299Start time

Fax receipt 287Start type 168Startup

Voice Control 175State B 223State D 223Static scripts 222Statistic_srv 73, 246statistic_srv 75, 247

Edition: 1.1 03/08/2007 343

Index

Step-by-step 23Stored procedure 82, 313Structure 17, 175, 178Subdomain 292Subject 287Subscriber 287Support for additional languages 235Sybase 26, 29, 34, 47, 49, 56, 80, 243Sybase BCKServer 49Sybase SQL server 49Synchronization 24System administrator 89System information 222System main extension 281System message

Doubledial blocking 285System messages 285

TTab

Basics 299, 300, 301C3000 SMTP Connector 294, 297, 302Conversions 300Members 294Persons and Groups 301Restrictions 300Router/SMTP 301Routing 300

Tab size 285TAC 106, 333Task Flow Editor 19, 258Task reporting database 34Task Reporting Server 56Taskserver I55 Starter 74TaskserverManager 73, 246TCP 333TCP port 325TCP port no. 209, 213TCP port number 209, 213TCP/IP address 158TCP/IP port 267Telephone/SMS extension 262Telephone/SMS extension (field) 261, 263telnet 169Terminals 266Text blocks 307Text template server 251Text template server parameters 239Themes/domains 263, 264Threshold 306TicketID 254

TiffCP 285tiffcp.exe 285TiffSplit 285tiffsplit.exe 285Time interval 76, 269Time span 284Time zone 30Tiva 2.0 198TLink 333TomCAT 73, 246Tomcat 59Tr_Srv 74Trace 33Transmission jobs 283Trunk group 120Trunk line 273TSTest 333TSTest32 106, 113TTrace 19, 49, 73, 92, 220, 222, 246, 306TTrace server 198TTS 188, 199, 202, 221, 333Type 209, 213

UUDP 333UDP port 329, 330UI Session Manager 73, 246, 251UISessionManager 33UMR 57, 83, 246, 253, 333

Block diagram 250Connecting to GroupWise 296Connecting to Lotus Notes 299

UMR Archiving (RoD) 34UMR ClientAdapter 75, 229, 247UMR config server 75, 247UMR Core 34UMR Core Locales 34UMR Domain 254, 259UMR domain 300UMR task server 75, 247UMR text template server 75, 247UMRConfigGuard 229ums.company.com 271UNC 333Unicode 81Uninstalling 194, 221, 248Universal (Option) 293Update 198Update server 34URL of Application Server 59USB 27, 333


Index

Use as default Global Domain 300User 31, 167User extension cache

Configuring 288User extensions 288User name 165, 238User number 108USER_CACHE_RUNNER_INTERVAL 288Users 293

VV4.x SMTP MTA 300V5 Internet domains 300VC 114VC_ShowControllerStatus 222VDN 333VEA 74, 105, 147, 148, 333Vectors 73, 246vectors 177Voice Control 34, 57, 152Voice extension number

Employee 274Voice unit configuration 214Volume 150VTB 27VU-Unit I55 Starter 74

WW3C 334Wallboard 19Warning system 283Watchdog 34, 61, 62, 63, 72, 73, 75, 246

Configuring the start sequence 246Watchdog Config 62, 63WAV 146, 334WAV formats 185WavToPhone 326WebClient 237, 251WebLM 33, 64Welcome announcement 147well known ports 325WhatIsInstalled 324Window

Lotus Domino Administrator 299Properties 294

Windows 2000 193Windows registry 219Working directory

(Field) 271Working memory 315WWW 331

XXML 325, 334Xstat_srv 74