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Toshiba STRATA CIX Effective Call Center Management Installation Manual

Automatic call distribution
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Installation Guide

Automatic Call Distribution
IMPORTANT!
Installing Technician!
Please read the entire contents of
this Guide before starting installation!
Effective Call Center Management
S T R A T A ®
CIX

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  Summary of Contents for Toshiba STRATA CIX Effective Call Center Management

  • Page 1: Installation Guide

    Installation Guide Automatic Call Distribution IMPORTANT! Installing Technician! Please read the entire contents of this Guide before starting installation! Effective Call Center Management S T R A T A ® ™...
  • Page 2 To view the latest version of this or other documents please refer to the Toshiba FYI web site. Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or...
  • Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.
  • Page 4 The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement of such defective or missing parts as are causing the malfunc- tion by TAIS or its authorized dealer with new or refurbished parts (at their option).
  • Page 5 WARRANTIES FOR NON-TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third- party manufactured products that support our Toshiba Strata CIX product portfolio.
  • Page 6 (MAS). (Optional) Strata Unifier dongle (for Network ACD) Register License(s) Perform all of the steps under Step 1. You must obtain a license from the Toshiba FYI web site for: CIX Strata ACD TASKE (Optional MIS software) Insight (Optional MIS software) Prepare Strata CIX Program the CIX: Perform all of the steps under Step 2.
  • Page 7 Install License Key(s) Register License(s) Refer to Chapter 2 – Dialogic Board Installation and perform all of the steps under Step 2. You must obtain a license from the Toshiba FYI web site for: CIX ACD TASKE (Optional MIS software)
  • Page 8 Insert the Call Center Solutions Application Software and Documentation Library CD-ROM into the CD-ROM drive. Install the following software from the CD. If the newer software is on Toshiba FYI, please download and use the new one. Toshiba Net Server...
  • Page 9: Table Of Contents

    Contents Introduction Installation with HMP ........................iii Installation with Dialogic Boards ..................... iii User Guides and Manuals ....................... v Chapter 1 – Licenses Strata CIX License ..........................1 Network ACD ........................... 1 MAS Systems............................1 Dialogic Based Systems ........................2 Install License Key(s) ........................
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  • Page 11: Introduction

    Introduction This document provides the overview of the installation process for Strata ACD on the Strata CIX system. Organization This document is divided into two chapters—HMP and Dialogic Board Installation. The chapters cover the following major steps for installing ACD: Installation with HMP Licenses •...
  • Page 12 Introduction Conventions Conventions Description Elaborates specific items or references other information. Within some Note tables, general notes apply to the entire table and numbered notes apply to specific items. Important! Calls attention to important instructions or information. Advices you that hardware, software applications, or data could be damaged CAUTION! if the instructions are not followed closely.
  • Page 13: User Guides And Manuals

    Introduction Related Documents/Media Some documents listed here may appear in different versions on the Toshiba Internet FYI or in print. Some documents are Electronic only documents and may be found on FYI. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.
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  • Page 15: Chapter 1 - Licenses

    To generate a license from FYI  Follow the latest instructions posted on http://fyi.tsd.toshiba.com. Note When the Network ACD is used, Strata ACD and Strata Unifier must be the only application on the server. Other applications must run on separate servers.
  • Page 16: Dialogic Based Systems

    CIX40 processor part number), and the ACD key (dongle) serial number.  To generate a license from FYI  Follow the latest instructions posted on http://fyi.tsd.toshiba.com. License Registration Once the license number is obtained, open the Net Server, click Setup > Copy Key Upgrader.
  • Page 17 If you are installing Insight, fax an order to your Toshiba Customer Service Representative. Once your order is processed, Toshiba will fax an activation code to you. The procedure for applying the activation code is described in “Upgrade” section of Insight Installation Manual.
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  • Page 19: Chapter 2 - Software Installation

    In addition, optional software such as MIS reporting package, Call Router, and Web callback/Chat are available on Toshiba FYI but not on the CD-ROM. If the optional license is purchased, download the software from FYI to install.
  • Page 20: Strata Unifier Network Acd (Optional)

    This software is required for Network ACD only. You can either install the Strata Unifier using the CD-ROM or by downloading the Strata Unifier software from Toshiba’s Internet FYI. Install from CD-ROM 1. Insert the Strata Unifier software CD-ROM in your computer CD-ROM drive 2.
  • Page 21: Strata Unifier Application

    Software Installation Strata Unifier Network ACD (Optional) Strata Unifier Application  To Launch the Strata Unifier Application 1. Right click the Strata Unifier software icon on from your Task bar. 2. Click Launch Unifier. The CSTA Unifier main screen displays. 3.
  • Page 22 Software Installation Strata Unifier Network ACD (Optional)  To view the Node status  Click the Status button from the CSTA main screen..or click the Unifier software icon from the Task bar. The status screen is described on the following page. Clicking the Strata Unifier software icon brings up the Unifier Status screen (shown below).
  • Page 23: Install Optional Software (Clients)

    Call Manager and Insight Supervisor or inView for Insight, Taske Agent Desktop for Taske Contact. These modules are installed onto the user’s desktop.  To install optional client software, download the necessary software from Toshiba FYI and install to client PCs. Choose to Reboot at the end. Set Up Optional Software Several optional modules may be used in conjunction with Strata ACD or independently from Strata ACD.
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  • Page 25: Chapter 3 - Configuration Of The Acd System

    The ACD PC must have a Network Interface Card (NIC) installed prior to starting these steps. Follow the PC manufacturer’s instructions for installing the boards. Complete instructions are packaged with every Toshiba system. If the system is MicroMAS-D or a Dialogic based system, follow the instructions in Chapter 4 –...
  • Page 26 Configuration of the ACD System Step 2: Prepare Strata CIX Step 2A: CIX ACD License Code Generation Generate the ACD license on FYI. You will need the CIX processor serial number and the MAC address. 2. After the license is generated, copy the 64 character license from FYI to the Windows Notepad application.
  • Page 27 Configuration of the ACD System Step 2: Prepare Strata CIX Step 2C: Assign Music Sources Each ACD group specifies which music or announcement source will be used for the calls waiting in its queue. This enables playing information related to the specific function of that queue. Strata CIX supports this function using its music ports (max.
  • Page 28 Configuration of the ACD System Step 2: Prepare Strata CIX • FB09 – Toshiba recommends a Name be assigned to the port in case a call is connected with another station, this could be a good trouble-shooting tool. • FB15 – Assign the Prime DN value as the Display DN for the same reason as the Name.
  • Page 29 Configuration of the ACD System Step 2: Prepare Strata CIX Step 2F: Set up LAN A communications link must be made between the Strata CIX and external PC with the CTI application. The first requirement for this connection is a Strata CIX license for the LAN port. A license is only needed for the LAN port since all other license control is provided in a “license key”...
  • Page 30 Configuration of the ACD System Step 3: Configure ACD Server Components Step 3: Configure ACD Server Components Strata ACD for MAS and MicroMAS is pre-installed on MAS / MicroMAS. For standalone, see Chapter 2 – Software Installation to install all the necessary software. If there is no license, ACD software shuts down.
  • Page 31 Configuration of the ACD System Step 3: Configure ACD Server Components Step 3C: License Verification To verify the license, click on Services tab > Copykey from the Net Server (shown below). The right column of this screen displays the features and capacities licensed. Please check the number of agents from T_EA or T_BA.
  • Page 32 The first element to set up is LVL2OAI. This module provides the communications link with the PBX. Click Start > Programs > Toshiba > Netserver Components > Levela20AI Service. 3. Ensure Status is running: The Service has four tabs (screen below): Status, Events, Devices, and Nodes.
  • Page 33 Configuration of the ACD System Step 3: Configure ACD Server Components 4. Set up OAI log files: Select the Events tab. Right click, select Set Log Sizes. Toshiba recommends these settings: Scroll Buffer = 1000 lines. File Size = 10,128 Kbytes Number of Backup Log Files = 32 files Click OK.
  • Page 34 4. Set up VA log files: Open the Voice Assistant window (usually from the Start menu, or by clicking the icon). Select Setup > Show Events. Right click on an open area. Select Set Log Sizes. Toshiba recommends these values: Scroll Buffer = 1000 lines...
  • Page 35 Configuration of the ACD System Step 3: Configure ACD Server Components Define ports for Strata CIX ACD VA In the Extension # field (shown right), enter the Extension Number assigned in the Strata CIX for the VA Ports (example: 3024). If this is a Network ACD application, enter the Node ID of the CIX system where the VA Ports and ACD Server is located (example 513024, where 51 is the Node ID...
  • Page 36 No Files = 12 files Right click on Start Log and define the path to save the file. 4. Open Strata ACD Administrator: Go to the Start button and select Programs > Toshiba > Strata ACD Administrator. This administration program provides the screens for defining the Agents, Supervisors, Actions and ACD Groups.
  • Page 37: Chapter 4 - Dialogic Boards

    Dialogic Boards This chapter contains information about the Voice boards used for a Dialogic-based system and MicroMAS-D. Connecting Voice Board(s) to Telephone Lines Note A standard telephone does not function when directly attached to the board jack. Depending on the hardware configuration, you may need one or all of the following procedures. D/41PCI, D4PCIUF ...
  • Page 38 Dialogic Boards Connecting Voice Board(s) to Telephone Lines D/120JCT-LS  Connect each of the board jacks to a PBX or CO line using RJ14C connectors and cables. See figure shown below for channel assignments. l l a Rear Bracket on Board l l a Channel 1 l l a...
  • Page 39: Voice Board Software

    Dialogic Boards Voice Board Software Voice Board Software Depending on the ACD’s hardware configuration, you may need one or all of the following procedures to fully configure all of the voice boards that you have installed. To set up and configure the software for the voice boards, you must run the Dialogic Configuration Manager (DCM).
  • Page 40: Basic Settings For Voice Boards

    Dialogic Boards Basic Settings for Voice Boards Basic Settings for Voice Boards This step covers the basic settings for the Dialogic peripheral boards. The following voice boards are available for installation in the Strata ACD: • D/4PCI • D/4PCIUF • D/120JCT-LS Note It is recommended that the voice boards start at the D0000 memory address.
  • Page 41: Troubleshooting

    Dialogic Boards Troubleshooting D/120JCT-LS  Check rotary switch SW100 (shown below) to verify that it is set to 0. SW100 CTbus Connector Baseboard Daughterboard 6893 PCI Bus Connector Slot Retainer Bracket Rear Bracket All other switches or pinouts on D/120JCT-LS should be left with the default settings. Table 4-2 D/120JCT-LS Parts Description Part...
  • Page 42 To s h i b a A m e r i c a I n f o r m a t i o n S y s t e m s , I n c . , Te l e c o m m u n i c a t i o n S y s t e m s D i v i s i o n 9 7 4 0 I r v i n e B l v d .