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SV9100 MyCalls Installation Manual
Version 1.0 for MyCalls 4.5.0.8
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P a g e

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   Summary of Contents for NEC Univerge SV9100

  • Page 1

    SV9100 MyCalls Installation Manual Version 1.0 for MyCalls 4.5.0.8 P a g e...

  • Page 2: Table Of Contents

    Using Call Control Features ..................53 Configuring Screen pop Interfaces ................53 Installing the Call Control Service ................53 MyCalls Desktop with 3 Party SIP and Analogue Devices ........57 Analogue Extension ........................... 57 NEC IP Dect Device .......................... 57 P a g e...

  • Page 3

    MyCalls Call Centre....................58 MyCalls Agent Control ........................58 SV9100 Programming ........................58 Configuring MyCalls ....................59 Configuring Pilot Numbers ......................... 59 Creating Users / Agents Using MyCalls .................... 60 Creating Users Using The Config Import Tool ................... 64 Creating Real Time Windows ......................67 Real Time Status –...

  • Page 4

    Collector Configuration Application ................ 116 Adding an SV9100 ........................... 116 Adding an SL1100 / SL1000 ......................120 Using MyCalls Enterprise ..................122 Real Time Windows ......................... 122 Reporting - Non Clustering Mode ....................122 Reporting - Clustering Mode ......................123 Users ..............................

  • Page 5: What Is Mycalls

    Any combination of the products can be used together on a single installation. There is an end user guide available for MyCalls which is available in the Start > Programs > NEC Infrontia > MyCalls Menu when MyCalls is installed. P a g e...

  • Page 6: Requirements

    Requirements The same MyCalls software will always be installed regardless of which MyCalls product you are using. It is the license that determines the features that are available in the application. By default the MyCalls databases are stored in SQL Server Express 2008 R2. This will allow a maximum database size of 10GB which is approximately 50 million call records.

  • Page 7: Installation Overview

    Installation Overview MyCalls requires two TCP connections to the SV9100 in order to work, SMDR and P Commands. SMDR is used to provide call information after calls have completed. P Commands are used to display real time information such as extension status and calls in queue information. The output can be collected from the Ethernet port on the CCPU or from the IPL.

  • Page 8

    The installation wizard will begin At the Welcome screen click next Carefully read the license agreement and click I accept, then next. P a g e...

  • Page 9

    Select Complete and click next. A complete installation will install SQL server 2008 R” express and all of the components required to make MyCalls work. Instructions for installing MyCalls with SQL server 2008 R2 are available in the Using MyCalls with SQL 2008 R2 section of this manual.

  • Page 10: Post Installation License Check

    Finally, click Install to start the installation process. Post Installation License Check After the installation process has completed click finish. After clicking finish the license check window will open. At this point, the MyCalls license will already need to be installed on the SV9100 and the free license will need to be disabled else MyCalls will not be able to read the license from the switch.

  • Page 11

    If the post installation license check is cancelled or closed at any time the license manager can be started manually at any time and is available in Start / Programs / NEC Infrontia / MyCalls further details are available in Reading the License from the SV9100.

  • Page 12: Configuration Import

    MyCalls and the SV9100. The Configuration Import Tool can be started manually at any point and is located in the Start / Programs / NEC Infrontia menu. When prompted, enter the IP Address of the PBX and click download If the SV9100 is not configured as required for MyCalls you will be asked if you would like MyCalls to configure the SV9100 for you Click Yes to continue.

  • Page 13

    The table below explains all of the commands that are set in the SV9100 by the configuration import tool. PRG Cmd Easy Edit Command Value Description / Purpose 10-20 Device 1 Applications / MyCalls / General 8181 Set CTI Port for MyCalls Desktop 10-20 Device 2 Applications / MyCalls / General 4000...

  • Page 14

    The data that is displayed in the config import tool should be reviewed before its saved. A description of the data that is imported is below. Items Description Account codes that are configured in the SV9100 will be imported into Account Codes MyCalls as account codes.

  • Page 15

    Once you are happy with the data in the config import tool, click the disk icon to import the configuration into MyCalls. Click to Import Click Yes to being the process. Click Ok and close down the config import tool. MyCalls is now configured and ready to be opened.

  • Page 16: Opening Mycalls For The First Time

    To open MyCalls double click the MyCalls Icon, a shortcut is created on the desktop of the PC or is available in the Start / Programs / NEC Infrontia Menu. By default there are no usernames or password configured. At the User Login screen click ok.

  • Page 17: Mycalls And Virtual Loopback Reporting

    MyCalls and Virtual Loopback Reporting MyCalls can report on calls that are passed through virtual loopback trunks on the SV9100. This is because SMDR and P commands are output for loopback trunks just like they are for any other trunk type.

  • Page 18

    When you expand the view by clicking the + icon, you can see both legs of the call that is on both trunks 1 and 31. If call recording is being used you can playback the calls against either of the call records. The view can also be filtered by extension number and the recording can still be played back.

  • Page 19: Licensing

    SV9100. If this process is cancelled at any point, then the license manager can be manually started from the Start / Programs / NEC Infrontia Menu. As standard, each of the MyCalls products works with up to 512 extensions, to use more than this number of extensions an extension expansion license is required.

  • Page 20: Reading The License From The Sv9100

    Reading the License from the SV9100 If a license is being upgraded or you need to run the License Manager manually, from the Start / Programs / NEC Infrontia / MyCalls menu, start the License Manager application. Select SV9100 / Read License from Switch.

  • Page 21: Registration

    After the licence has been read from the PBX, you will be asked if you want to install it, click yes and the license will be installed on the PC. The license will now work for a period of 15 days, during this 15 day period, the MyCalls software has to be registered.

  • Page 22

    A Window will open containing the registration information and instructions, if the PC that MyCalls is running on has internet access, then open the following web page. If the PC does not have internet access then save the text from within the windows into a text file and take it to a PC that has Internet Access.

  • Page 23

    Once the registration has been submitted, it is automatically processed by a web server and a registered license file is sent to the email address that was provided. The email will come from SV9100MyCallsRegistration@kelmar-software.com and will have a license file attached. Save the license file onto the MyCalls server and open the license manager *see note1.

  • Page 24: Adding Additional Mycalls Licenses

    Adding Additional MyCalls Licenses To add additional items to a MyCalls installation, then they first have to be installed on the SV9100. After the license has been installed on the SV9100, then you will need to re-read the license from the SV9100 and carry out the registration process again.

  • Page 25: Installing A Client

    Installing a Client A MyCalls client can be installed to allow an individual to use the MyCalls application on their PC. During the installation you are prompted to enter the name of the MyCalls server PC. Once the installation has completed then the client will be able to use any of the functions available in the MyCalls application.

  • Page 26: Network Client

    Network Client The main advantage with a network client is that you only need to install it once on a client PC. If the MyCalls software running on the MyCalls server PC was upgraded then as the MyCalls client runs the application from the server, the client could not need upgrading.

  • Page 27

    To check permissions, on the MyCalls server, right click on the MyCalls folder in C:\Program Files\NEC Infrontia and then Sharing and Security. On the security tab, make sure the user or group that is accessing the share has the Read and Execute permission to the share.

  • Page 28

    Start the MyCalls installation program and from the ‘Setup Type’ menu, select network client and click next. From the Client Installation menu, choose which client applications will be installed and click Next. 28 | P a g e...

  • Page 29

    When prompted, enter the name of the MyCalls server PC name and click next. At the next prompt, click install to complete the installation. The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop.

  • Page 30: Standard Client

    Standard Client Run the setup installation wizard and step through until you reach the Setup Type screen. Choose Client and click next. Choose which applications will be installed and click Next. 30 | P a g e...

  • Page 31

    When prompted, enter the name of the MyCalls server PC name and click next. At the next prompt, click install to complete the installation. The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop.

  • Page 32: Msi Installer

    MSI file. To make an MSI file, open the MyCalls Toolkit on the MyCalls Server, this is usually: C:\Program Files(x86)\NEC Infrontia\MyCalls\Toolkit.exe When the toolkit loads, click Client > Generate Client Installer… From the list of applications, choose which which should be part of the installer package. The Stop / Start Recording Client should only be selected if that specific feature is being used.

  • Page 33

    The toolkit will take a short while to create the MSI file, when prompted enter a name for the file and click Save. Once the file has been created, click OK. To install the client, browse to the MSI file and run it, the client will be installed using the options specified in the Toolkit.

  • Page 34: Outlook Plugin

    MSI Installer file. Open the Toolkit on the MyCalls Server, this is usually: C:\Program Files(x86)\NEC Infrontia\MyCalls\Toolkit.exe When the toolkit loads, click Client > Generate Outlook Client Installer… Confirm the settings are correct and click OK to proceed.

  • Page 35

    Once the MSI file has been created, double click to Install it. This will start a standard Windows installer. Step through the Installation Wizard to complete the process. To confirm that the installation has been successful, open Outlook and you will see the PRESENCE menu option in the toolbar.

  • Page 36

    If there is a requiement to install the application without any interaction from the install, the MSI cal be run with the /qn switches against it. An example of how you would do this using a command prompt is shown below. 36 | P a g e...

  • Page 37: Patching Mycalls

    Patching MyCalls From time to time, patches may be release to enhance the performance of MyCalls. These patches are made available from the following FTP site, ftp://ftp.neci.co.uk/mycalls/patches. The patches are made available on a per PBX / per version of MyCalls. There is a set of instructions available online that show you how to install the patches.

  • Page 38

    Once the MyCalls application has un-installed, remove Microsoft SQL Server 2008 R2. At the first menu click remove. Click OK when prompted. When prompted, select the option to remove the KSS instance. 38 | P a g e...

  • Page 39: Mycalls Clients

    Once the KSS instance has been selected then complete the wizard to remove MyCalls SQL components. Click close once the process has finished. To complete the removal process, delete the MyCalls installation folder which will be “C:\Program Files (x86)\NEC Infrontia\MyCalls” MyCalls will now be completely removed from the PC.

  • Page 40: Upgrading Mycalls

    Upgrading MyCalls There are two aspects to upgrading a site, the licensing and the upgrade of the MyCalls software. Upgrade Licensing Important: Before upgrading take note of which version is currently installed and which version you wish to upgrade to. As a precaution, take a backup of the configuration and call records database before upgrading! To determine what licenses are required in order to carry out the upgrade, in the MyCalls application click Help >...

  • Page 41

    There are several different upgrade licenses that can be purchased and are summarised below: License Name Part Description Single Version Upgrades Required for each PBX in the MyCalls license. More MyCalls Single Version than one license is required for enterprise sites only. The EU400117 number of PBX’s can be checked in the help / about Upgrade per PBX...

  • Page 42

    Before the upgrade can take place, the licenses should be installed on the SV9100, read in using the MyCalls license manager and registered on the Kelmar website. To verify that the upgrade can take place, click the Help / Upgrade requirements option in the MyCalls application. If the requirement for upgrading is satisfied then in the Help / Upgrade requirements menu will return to following message.

  • Page 43: Upgrading The Mycalls Software

    Upgrading the MyCalls Software Before you start the upgrade of the MyCalls software, take a backup of the Configruation and Call Records databases on the MyCalls Server, this can be done using the System > Database backup in the MyCalls application. Always upgrade the MyCalls server first and then any clients afterwards. Once the backup has completed, in Control Panel >...

  • Page 44: Mycalls Desktop And Desktop Lite

    ODBC There is a separate manual that explains how to configure MyCalls to work with each of the different CRM’s, this is put into the Start > Programs > NEC Infrontia > MyCalls menu when MyCalls is installed. Note: Due to the way that MyCalls Desktop interacts with the SV9100, Line Keys must not be programmed on any extension.

  • Page 45: Macro Scripting

    MyCalls Desktop can be used in two different ways, either the MyCalls application can be used or the MyCalls Desktop application can be used. The main difference between the two is that if you use the MyCalls application you can have access to Real Time Screens, Reports and all of the other MyCalls features along with the call control and screen pop functionality.

  • Page 46: Sv9100 Mycalls Desktop Programming

    SV9100 MyCalls Desktop Programming Some of the features that are available in MyCalls Desktop have to be enabled on the SV9100 before they will work in MyCalls. The MyCalls features along with the related programming commands are listed in the table below. MyCalls Desktop Programming Commands Comment...

  • Page 47: Configuring Mycalls Desktop

    Configuring MyCalls Desktop Once the MyCalls licenses are active in the MyCalls application and the 3 Party TAPI driver is running then you ready to configure MyCalls Desktop. Login to the MyCalls application as a PBX administrator and from the configure menu select Telephone system, then expand the PBX name / expand Call Control / select Call Control then click Configure Call Control.

  • Page 48

    Enter the name of PC that is acting as the call control server. This is normally the same PC as the MyCalls server and is running the 3 Party TAPI driver. The call control service is installed by default when a complete installation of MyCalls is carried out. If the TAPI driver is installed on a different PC to the MyCalls server then the call control service should be installed onto that PC running TAPI.

  • Page 49

    Users now have to be created to allow them to use call control features, in Configure / Organisation, click create new user. When creating users, at least one PBX Administrator should be created, this will allow a nominated user to carry out administrative functions. Enter a name for the user, set the User Role as required and select Advanced or Basic from the Call Control drop down menu.

  • Page 50

    While editing extensions, you can choose to enable an extension for Hot Desking. Extensions that are not enabled for Hot Desking are not available for Call Control Users to logon to. Once users have been created, they have to be put in call control groups. A call control group is where you can allow users to use call control and define permissions for these groups.

  • Page 51: Accessing Call Control Features In The Mycalls Application

    Accessing Call Control Features in the MyCalls Application When a call control user first logs on to the MyCalls application, , they enter their user name and configured password. If the user if a Hot Desking User then they will be asked to choose an extension to logon to.

  • Page 52: Accessing Call Control Features Using Mycalls Desktop

    To access the call records / Un-returned calls / Actions Buttons and Address Books, click the icons in the lower section to display them. Accessing Call Control Features Using MyCalls Desktop When a user first logs into MyCalls Desktop, , they are presented with the call control toolbar. To access the call records / Un-returned calls / Actions Buttons and Address Books, click the drop down arrow on the options button and click Expand.

  • Page 53: Using Call Control Features

    Using Call Control Features For information of how to use the call control features in MyCalls, please refer to the MyCalls End User Guide. Configuring Screen pop Interfaces For information on configuring Screen pop interfaces, please refer to the MyCalls Screen pop configuration guide.

  • Page 54

    From the list of components to install, choose only to install the call control service and step through the installation wizard. At the Call Collector Name Screen, click Next. 54 | P a g e...

  • Page 55

    At the Database Server prompt, you will need to browse and select the location of the MyCalls Database. If the default options have been installed, then you can Database server will be the PCNAME\KSS . If a custom SQL Installation was used then you will need to select the appropriate option.

  • Page 56

    Once the installation has completed, the call control service will be active. From the MyCalls server, enter the name of the Call Control Server PC in the TAPI Connection Configuration. That is the PC that the call control service was installed onto. Click OK to save the changes. 56 | P a g e...

  • Page 57: Mycalls Desktop With 3 Rd Party Sip And Analogue Devices

    The call can only be answered by manually picking up the handset. Transfer to voicemail This feature is not supported NEC IP Dect Device MyCalls Feature Comment on Functionality When a number is dialled in MyCalls Desktop, the dect extension...

  • Page 58: Mycalls Call Centre

    MyCalls Call Centre MyCalls Call Centre provides real time monitoring of an SV9100 running ACD. ACD works on a concept on agents logging into ACD groups to take calls. The longest waiting call in an ACD group is delivered to the agent that has been idle to longest. MyCalls Call Centre can show in real time the status of ACD queues and agents.

  • Page 59: Configuring Mycalls

    Configuring MyCalls Configuring Pilot Numbers Calls that are delivered to ACD groups are referred to as Pilot Numbers in MyCalls. Pilot numbers are displayed in MyCalls as a two digit number ranging from 01-64. During the Config Import MyCalls will detect configured ACD groups on the system and list them as pilot numbers.

  • Page 60: Creating Users / Agents Using Mycalls

    Creating Users / Agents Using MyCalls From the Configure / Organisation menu, typically here you would create groups that represent departments or common groups of agents. These groups can be used to create real time windows or for reporting purposes. Within the groups, if required, you can create sub groups to build up a tree type structure to represent departments within a company.

  • Page 61

    Enter the user details as required, the only mandatory field is the name field. Any number of uniquely named users can exist per organisation group. Enter a password if the user will be required to enter a password to login to MyCalls. The user role should be selected from the drop down menu, the user role defines the access level of the user within the MyCalls application.

  • Page 62

    At the Edit User Logins screen, click ‘Add new User Login.’ In the Login ID, enter the digits that the agent uses to logon with. Once the login ID is entered, click select to choose a user. In the ‘Type part of a user name here’ start to enter the name of the user and click on the user from the list of users displayed underneath.

  • Page 63

    Click OK again to confirm the changes. You will now return to the Edit User Logins screen, repeat the procedure for each ACD Agent that will logon. Once users have been created, they will need to logout and back into ACD in order for MyCalls to start reporting on the newly created agents.

  • Page 64: Creating Users Using The Config Import Tool

    Users can be optionally assigned to extensions, this is beneficial for when users use the same extension all of the time. To assign an extension to a user go to Configure / Telephone System / PBX / Devices / Extensions / Create or Edit Extensions. Click the select button next to the Default User box.

  • Page 65

    To check that the user logons are working, you need to login to MyCalls and create a real time user view. From the MyCalls menu select View / Real Time Information / Real Time Status / Users / Create a New User Status View. Select the organisation group the agent / agents belong to, choose to ‘Show Overview’...

  • Page 66

    Once the agent logs on, their status will change to show that they are available. If the Agent was already logged on when they were created in MyCalls, they will need to logoff / logon before their status will be displayed correctly. 66 | P a g e...

  • Page 67: Creating Real Time Windows

    Creating Real Time Windows There are several different Real Time windows that can be created in MyCalls. Real Time Statistics, Single Value Windows and Combination Value Windows act in the same way they do in a non ACD configuration. The main differences with working in an ACD environment is the Real Time Status windows, which can be used to display Agent Status and Pilot Number status in various different ways.

  • Page 68

    Show Overview will show all agents against the selected pilot number, the agents will remain in the same place and the colour of the agent will change based upon what state they are in. If you click the double arrows next to the agent’s name, more information is displayed about their status. The number of calls in queue, the longest wait time and CLI of the longest waiting caller are also displayed.

  • Page 69: Real Time Status - Users

    Real Time Status – Users A user view will show the status of a user regardless of if they are logged on or not. From the MyCalls menu, click View / Real Time Information / Real Time Status / Users / Create a New User Status View.

  • Page 70: Mycalls Agent Control

    MyCalls Agent Control MyCalls Agent Control uses a separate TCP connection to the SV9100 that allows agents and supervisors to control their ACD status using the MyCalls application. It works by sending AIC logon commands via the Agent Control TCP Port. An AIC code is created for each ACD group and when an agent requests to login to ACD groups 1, 2 and 3, MyCalls will send 3 separate commands telling the SV9100 to login the designated agent to groups 1, 2 and 3.

  • Page 71

    64 sequential AIC codes need to be created. A Default ACD group can be specified, this is used to assign the settings from ACD Group Agent Options to agents, when using AIC login an agent is given one set of options and it’s defined by the first AIC code they login with. The ACD Group Agent Options will define the step on timer and wrap-up timer for agents.

  • Page 72: Configuring Mycalls For Agent Control

    From the Configure / Telephone System menu, expand your PBX and go to Agent Control / Configure Agent control From the Agent Control Configuration screen, select the PBX Type as NEC SV9100 and click Edit 72 | P a g e...

  • Page 73: Agent Control Groups

    In the PBX Connection Configuration screen, enter the IP Address of the PBX and the TCP Port used for Agent Control. The transaction Timeout should be left at 5 seconds. The start AIC code is the first AIC code that was created during the SV9100 Programming, by default leave the Start AIC code at 1. If for some reason, the AIC codes have been created starting from some other code, you can change the start AIC code.

  • Page 74

    In the Edit Agent Control Groups, click ‘Add New Agent Control Group.’ When creating an Agent Control Group, enter a name for the group and add the users to the group. To add a user, start to type the users name in the ‘Type part of a name here’ box, select the user from the box below and click the add button.

  • Page 75: Wrap-up Timer

    Once all the users are added to the group, in the lower section of the window, you can select which ACD groups the agent can logon to. Add the ACD queues to the included ACD queues and select if the ACD queues are a primary login or not. If an ACD queue is set as a Primary login, then when an agent clicks the login button, they are logged into all Primary login queues.

  • Page 76

    Unavailable Codes Unavailable codes can be put into groups and assigned to Agent Control Groups. Unavailable codes allow agents to specify a reason for going unavailable. This unavailable code is displayed in real time status windows in the MyCalls application, unavailable codes can also be reported against. To create an unavailable code group, you must first create the unavailable codes you require, go to Configure / Telephone System / PBX / Agent Control / Unavailable Codes.

  • Page 77

    On a default installation, there 10 unavailable codes, you can add new codes as required When adding a new unavailable code, enter the Code number, which is the number assigned to the code. The name is used to identify the code in MyCalls. The short name is displayed in real time user status windows when users make them selves unavailable.

  • Page 78

    Once all the required codes have been created, they have to be put into groups and assigned to an Agent Control Group. Go to Configure / Telephone System / PBX / Agent Control / Unavailable Code Groups / Create an Unavailable Code Groups and click Create an Unavailable Code Group. Enter a name for the group and click OK.

  • Page 79: Completion Codes

    Choose which codes will be assigned to the group by ticking the included box, click OK once you have selected all the code needed. Now the unavailable code group has been created, it should be assigned to the appropriate Agent Control Group.

  • Page 80: Skill Based Routing Management

    Skill Based Routing Management Skill Based Routing is a feature that is available on the SV9100. It allows an ACD agent to be given a priority in an ACD group, each agent is assigned a skill set that defines their skill level in each ACD group they login to.

  • Page 81: Skill Sets

    Skill Sets A Skill Set can be defined and assigned to Agents. When you first click ‘Edit Skill Sets,’ MyCalls will connect to the SV9100 and download any existing configured Skill Based Routing Tables. This is effectively the data configured in the SV9100 PRG Command 41-23 or Easy Edit / Advanced Items / ACD / ACD Skill Based Routing / ACD Skill Based Routing Table.

  • Page 82: Assigning A Skill Set To An User

    Assigning a Skill Set to an User Skill sets can be assigned to users, the first time you click ‘Create or Edit a User Login’ MyCalls will download the User Login /PIN numbers from the SV9100 and any Skill Sets they are assigned to. When this happens, it will replace the existing list of user logins and pin number that are configured in MyCalls.

  • Page 83: Create A Range Of User Logins

    Create a Range of User Logins The option to create a range of user logins will allow multiple Login ID’s to be created in MyCalls and the SV9100. Once they have been created, they can be assigned to Users and Skill Sets. Delete a Range of User Logins Use the feature with caution as deleting a Range of User Logins will remove User Logins / Pin Codes from MyCalls and from the SV9100.

  • Page 84: Using Mycalls Agent Control Features

    Using MyCalls Agent Control Features. As an Agent When an Agent logs in into MyCalls, they can use the Agent Control Toolbar to carry out various actions. From the view menu, check the Agent Control Toolbar option. Once visible, the Agent Control Toolbar can be moved around the application.

  • Page 85

    Unavailable – Click the arrow to choose an unavailable reason. If unavailable codes are not setup, click the icon to go unavailable. Once logged in, an agent can close the MyCalls application down and they will stay logged into their ACD groups.

  • Page 86: As An Acd Supervisor

    As An ACD Supervisor An ACD Supervisor has the ability to view real time user status and pilot number status and change the status of agents. They can also run reports. In the view / real time information / real time status / users menu, choose to ‘Create a New User Status View.’...

  • Page 87: Sample Agent Activity Report

    Call Centre Reporting With MyCalls Call Centre you can produce reports based around users (agents) or pilot numbers (ACD groups.) When running reports you should filter be either pilot number of organisation group. When reporting against Agents, if essential that agent login and logout each day. MyCalls will calculate how long an agent has been logged in by looking at when an agent first logged in and when they last logged out.

  • Page 88

    The report wizard will start, the first step of the wizard is to configure the reporting period. Choose the period the report will run for and click next. From the upper section of the Custom Group Summary for each Member Configuration, select the Device Type as Organisation Group and choose which group the report will be for.

  • Page 89

    In the lower section of the configuration screen, click Available Information / Users. From the Users menu, select items as required, examples are First Login at, Last Logout at, Total Time Logged In. To include Unavailable codes in the report, click Unavailable Codes and you will be presented with a sub menu displaying the Unavailable codes selected in the upper section of the report configuration screen.

  • Page 90

    Call Counts / General - Call counts will display statistic such as the number of incoming calls or outgoing calls Call Count Percentages – Will display the number of calls as a percentage, available for different call types. Users – Agent based statistics. Performance –...

  • Page 91

    At the filter page, you can be more specific about the calls that are included in the report. By default without and filtering all calls from all DDI’s / Pilot numbers are included. To only include calls from a specific Pilot Number, tick the Pilot Numbers / Groups check box. When you click next you will have the option to specify which Pilot Numbers you want to report against.

  • Page 92

    The final step in creating the report is to choose what call types are included in the report. Select the call type as required and click finish. To run the report, go to Report Item / Report Group / choose the report and click run. 92 | P a g e...

  • Page 93: Mycalls Enterprise

    MyCalls Enterprise MyCalls Enterprise can be used to provide a centralised call management solution for an organisation. This manual is intended to give an installer who has knowledge of MyCalls the ability to install MyCalls enterprise. MyCalls Enterprise works with the SV9100, SV8100 and SL1100 PBX. In an Enterprise installation a mixture of these different PBX’s can be used.

  • Page 94: Mycalls Pc Specification

    MyCalls PC Specification MyCalls Enterprise can typically be dealing with larger call volumes and therefore needs a high specification PC to run on. The supported operating systems is the same as for any MyCalls install but the minimum hardware specification is as follows: Minimum Hardware Specification Intel i5 Processor 4GB RAM...

  • Page 95: Mycalls Enterprise Licensing

    MyCalls Enterprise Licensing The license for an Enterprise installation will be firstly installed on an SV9100 that has been nominated as the SV9100 that will hold the license for the entire Enterprise. Any licenses relating to the MyCalls Enterprise software will have to be installed on the SV9100 that is holding the license. That will include any additional application users or call recording licenses.

  • Page 96: Sl Licensing

    SL Licensing If SL1000 / SL1100 only are being used (and not SV9100’s) in the Enterprise then the licenses will be required as follows. As with SV9100 all licenses will have to be installed on one PBX and not on each separate ones.

  • Page 97: Installation Scenarios

    The same level of MyCalls software should be used where different types of NEC PBX’s are used. Check with your technical support if you are unsure about the current released versions of MyCalls.

  • Page 98: Scenario 2 - Clustered Installation With A Cluster Server And Node Cluster Clients

    Scenario 2 – Clustered Installation with a Cluster server and Node Cluster Clients In this scenario, a PC is elected as a Cluster Server. This is the PC that holds the configuration and call records database for all the sites. The Cluster server also holds the license for the entire enterprise.

  • Page 99: Scenario 3 - Clustered Install With Group Cluster Clients

    Scenario 3 – Clustered Install with Group Cluster Clients In this scenario there is a cluster server which stores the configuration and call records for the entire enterprise. There are also PC’s that act as Group Cluster Client’s. A Group Cluster Client can collect from up to 10 SV9100’sw and feed back call information to a cluster server.

  • Page 100: Scenario 4. A Cluster Server With Node Cluster Clients And Group Cluster Clients

    Scenario 4. A Cluster Server with Node Cluster Clients and Group Cluster Clients. This scenario is a combination of both clustering methods used in scenario 2 & 3. There is a Cluster server which is responsible for holding the central MyCalls database. There are then a combination of node cluster client and group cluster clients.

  • Page 101: Installation Procedures

    Installation Procedures The following section describes the installation procedures for the different enterprise solutions. Each of the following scenarios can be installed using SQL Express 2008 R2 or SQL 2008 R2. Further information on installing MyCalls with SQL 2008 R2 is documented in the Installing MyCalls with SQL 2008 R2 section of this manual.

  • Page 102

    Once the license has been installed and the Config import has been completed for the first PBX, login to MyCalls as an Enterprise Administrator. From the Configure menu, select Telephone System. Click Create a New PBX. Enter a name of the PBX in the PBX code box, set the Country, the Area code and the International Access code as required.

  • Page 103

    Once each PBX has been added, start the config import tool. In the config import, select the general page and from the ‘Assign Configuration to PBX Code’ drop down menu, select the PBX you are going to do the import for. After selecting the correct PBX, complete the import procedure, adding the extensions, DDI’s and trunks as required.

  • Page 104: Scenario 2 - Clustered Installation With A Cluster Server And Node Cluster Clients

    Scenario 2 – Clustered Installation with a Cluster Server and Node Cluster Clients The steps to installing this scenario are summarised as follows:  Make sure that all the PBX’s are programmed for MyCalls. Refer to the MyCalls Installation guide for further details. ...

  • Page 105

    Load MyCalls, from the Configure menu, select Telephone System. Click Create a New PBX. Enter a name of the PBX in the PBX code box, set the Country, the Area code and the International Access code as required. Enter a node number, each PBX must have a unique node number with the Enterprise.

  • Page 106

    Elect the Cluster Server Start the toolkit.exe application from the c:\program files\NEC Infrontia\MyCalls folder The toolkit application will load. From the toolkit, click the clustering menu. 106 | P a g e...

  • Page 107

    Now select the ‘This computer is being used as a cluster server’ option. Once you have selected to be a cluster server, select all the PBX’s in the configuration and reporter boxes. In the Statistics box, ONLY select the PBX’s that are directly connected to the cluster server. DO NOT select statistics for any of the node cluster clients PBX’s.

  • Page 108

    Repeat the installation procedure of MyCalls, carrying out a complete installation. Once the installation has completed, cancel the license check and DO NOT do a config import, instead start the toolkit application from the c:\program files\NEC Infrontia\MyCalls folder. 108 | P a g e...

  • Page 109

    In the upper section of the Clustering Configuration select ‘This In the toolkit click Clustering. computer is being used as a node cluster client.’ At the lower section on the configuration screen, enter the name of the PC acting as the cluster server in the ‘Cluster Server’ box. In the Cluster SQL Server box, enter the name of the PC that is hosting the MyCalls database followed by \kss.

  • Page 110

    Each of the MyCalls services will all stop and then start. Click OK at each prompt. The PC is now configured as a node cluster client. Do the config import for the PBX you selected in the node cluster configuration. Be sure to select the correct PBX in the General page before importing the config.

  • Page 111

    Again this procedure is similar to that from scenario 2. On the Group Cluster Client PC, firstly carry out a complete installation of MyCalls. Once the installation has completed, start the toolkit application from the C:\Program Files\NEC Infrontia\MyCalls folder. The toolkit application will load. 111 |...

  • Page 112

    From the toolkit, click the clustering menu. From the Clustering configuration screen select ‘This Computer is being used as a group cluster client.’ At the lower section of the configuration screen, enter the name of the Cluster Server PC in the Cluster Server box. In the Cluster SQL Server box, enter the Cluster Server PC followed by \KSS.

  • Page 113

    Each of the MyCalls services will all stop and then start. Click OK at each prompt. The group cluster client in now configured. Ensuring that each PBX is configured, carry out the configuration import for each PBX. Before you start the configuration import, make sure the correct PBX is selected in the general page.

  • Page 114: Scenario 4 - A Cluster Server With Node Cluster Clients And Group Cluster Clients

    Scenario 4 - A Cluster Server with Node Cluster Clients and Group Cluster Clients. This scenario is a combination of Scenario 2 and 3, the installation steps are summarised as follows.  Install and Elect the Cluster Server  Install the MyCalls Enterprise license on the SV9100 that will hold the license. ...

  • Page 115: Scenario 6 - Mycalls Call Centre And Enterprise (non-netlink)

    Scenario 6 – MyCalls Call Centre and Enterprise (Non-Netlink) When MyCalls Call Centre is used in a Non Netlink configuration then the procedure for installing MyCalls is no different and can be used in any of the installations scenarios 1-4. The main difference to the whole setup is how the Call Centre licensing works.

  • Page 116: Collector Configuration Application

    When adding an SV9100, you will need to create two connections, one for P Events and one for SMDR. From the Start/Programs/NEC Infrontia/MyCalls/ menu launch the Collector Configuration application. At the login prompt, enter the User name ‘installer’ and password ‘Installer’ note: the password has a capital ‘I.’...

  • Page 117

    OK. Locate the connection that you have just created and click on ‘Edit Telephone System Template.’ From the drop down menu select ‘NEC Infrontia European Aspire/SV9100/SL1100/SL1000, Line/DID presented, Use Computer Date 6 Digit DDI’ from the drop down menu.

  • Page 118

    You will be ask if you wish to overwrite the current template, click yes and then OK. The connection for the SMDR has now been created. There is a similar procedure for creating a connection to the P Events. Start by creating a connection for the P Events and giving it a meaningful name relating to the PBX and the connection type.

  • Page 119

    Locate the connection that you have just created and click on ‘Edit Telephone System Template.’ From the drop down menu select ‘NEC Infrontia Aspire/SV9100 Events’ from the drop down menu. You will be ask if you wish to overwrite the current template, click yes and then OK.

  • Page 120: Adding An Sl1100 / Sl1000

    Once the connections are successfully created, you should see calls from the newly added PBX in the call records view. Adding an SL1100 / SL1000 Adding an SL1100 using the collector configuration application is very similar to adding an SV9100. The only difference being the SL1100 does not have a connection for P Events.

  • Page 121

    Predefined Templates, select ‘NEC Infrontia European drop Aspire/SV9100/SL1100/SL1000, Line/DID presented, Use Computer Date 6 Digit DDI’ When prompted, choose to overwrite the current template then click OK to save the changes. Close the Collector configuration application when you have finished.

  • Page 122: Using Mycalls Enterprise

    Using MyCalls Enterprise Real Time Windows When creating real time windows, you can select which PBX’s they will be for. If you are in a clustered mode, you will only be able to create real time windows for PBX’s you have checked statistics for in the toolkit.

  • Page 123: Reporting - Clustering Mode

    Once you have selected to filter by a PBX you can choose which PBX’s to include in the report. Reporting - Clustering Mode A cluster server should be able to report against all PBX’s that have been selected for reporting in the toolkit clustering configuration.

  • Page 124: Using Mycalls With Sql 2008 R2

    Using MyCalls with SQL 2008 R2 By default, MyCalls comes with SQL Express 2008 R2. SQL Express 2008 R2 will store up to approximately 50,000,000 call records. Once with limit has been reached it will be necessary to purge historic data from MyCalls. With SQL 2008 R2, there are no limits on the amount of data that can be stored.

  • Page 125

    From the list of components, make sure everything is selected and click next. At the collector screen, leave the name as Local Collector and click next. 125 | P a g e...

  • Page 126

    At the database server screen, select the option to ‘Select the SQL Server to connect to or click Browse to see a list of all SQL Servers.’ Click the Browse button and select the database server from the list provided. If the database if going to be installed on to a default instance on the SQL server then you should select (local) from the list of database servers.

  • Page 127: Installing Mycalls And The Mycalls Database On Separate Pc's

    Installing MyCalls and The MyCalls Database on Separate PC’s It may be a requirement to install MyCalls and the MyCalls database on separate PC’s. If there is a PC that is used as a corporate SQL Server running several instances of SQL database, then it might be worth keeping the MyCalls application on a separate server.

  • Page 128

    Click next until you are prompted to enter a server name. The server name will be the PC name of the computer that will have MyCalls installed on. Enter the name and click next. The MyCalls database will be installed and ready for use. On the PC that will be the MyCalls server, start the MyCalls installation and choose a custom installation type.

  • Page 129

    At the Call Collector Name prompt DO NOT change the name from local collector and click next. At the database configuration screen, choose to Select the SQL Server and click browse. When you click browse, select the PC name that the MyCalls Database is installed on. If the MyCalls database was installed into a named instance, then select the PC name followed by \instancename.

  • Page 130: Testing The Connection To The Mycalls Database

    Testing The Connection to the MyCalls Database To test the connection to the MyCalls Database, start the toolkit application from c:\program files\necinfrontia\MyCalls folder. When the toolkit loads, click on Configuration and test from the client menu. The client and configuration and test screen will load. Click the Test Connections button and MyCalls will verify if it can connect its services.

  • Page 131: Client Installations With Custom Installations

    PC then this has to be entered in the toolkit after the client has installed. To do this start the toolkit.exe application from the MyCalls installation folder, usually: C:\Program Files (x86)\NEC Infrontia\MyCalls\tookit.exe When the toolkit loads, click on Configuration and test from the client menu.

  • Page 132: Backup And Restore

    The databases can also be backed up using the toolkit application that is usually: C:\Program Files (x86)\NEC Infrontia\MyCalls\tookit.exe From the database menu, you can select the database to backup.

  • Page 133

    Once you have a backup then it can be restored to another PC running MyCalls. Only 1 MyCalls server can be connected to an SV9100, this is because there is only 1 connection to the SMDR output allowed at once. With this in mind, before restoring a database on to a different PC, either disconnect the existing MyCalls server from the network, stop the MyCalls services or uninstall MyCalls from the PC that the backup was taken from.

  • Page 134

    Once the file is correct and saved, open the toolkit and from the Database menu choose Run SQL Script > Configuration. Browse to the file and and run the ‘changecpeserver.sql’ file. To test and see if they script has been run successfully open the MyCalls application and look in Reports.

  • Page 135: Document History

    Document History Version 1.0 Initial release for MyCalls 4.5.0.8 on SV9100. 135 | P a g e...

  • Page 136

    NEC Unified Solutions and shall not be reproduced without prior written approval from NEC Unified Solutions. All brand names and product names on this document are trademarks or registered trademarks of their respective companies.

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