Related Manuals for Avaya Compact Contact Center V5
Summary of Contents for Avaya Compact Contact Center V5
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Page 1: System Administrator
Compact Contact Center V5 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) -
Page 3: Table Of Contents
Table of Contents Introduction ..........................5 General............................... 5 Use of this Manual............................6 About this Manual ..........................6 System Overview............................7 CCC User Access........................9 Starting CCC User Access ......................... 9 Delta Server ..........................10 Introduction............................... 10 Viewing Delta Server ..........................11 Tool Bar Pane............................ - Page 4 Table Of Contents Complete Backup Tab ......................... 43 Transaction Log Backup Tab ....................... 44 Reporting Tab ............................45 Edit Recurring Job Schedule ....................... 47 Backups & Restoring ..........................48 The Backup Wizard..........................48 Edit Schedule Screen .......................... 49 Manual Backups ..........................50 Restoring a Database ..........................
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Page 5: Introduction
Telephony, Web Chat, E-mail and Web Call Back communications. For installation and administration of the MultiMedia Module, refer to the separate set of manuals for MultiMedia System Administrator Page 5 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 6: Use Of This Manual
System Administrator Use of this Manual This manual covers the installation and administration of Avaya's Compact Contact Center (CCC) at software Level 5.0+. on the following communications platforms: • IP Office operating Software Level 2.0+ This guide is intended for use by installers and administrators who are familiar with the relevant communications platform and have successfully completed the appropriate training courses. -
Page 7: System Overview
Contact Center activity on a wallboard device. • Report Server: This application communicates, via Archiver/Delta Server, with the SQL database and enables you to define, run and schedule the available standard reports. System Administrator Page 7 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 9: Ccc User Access
New Password button, enter your new password and confirm the change. 4. When you have logged on as either Administrator or Supervisor, the status will appear at the bottom of the CCV task bar as follows: System Administrator Page 9 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 10: Delta Server
The Delta Server application runs as a Windows Service. Page 10 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 11: Viewing Delta Server
Address of the IP Office will appear in the Connection window. Toolbar Fields: The Event Viewer, Event Viewer Selector, Email notification, Log to File, SMDR, Comms, etc. enable access to their display field menus. System Administrator Page 11 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 12: Tool Bar Pane
Group (Active) - page 28. Pilot Number - page 29. Lines - page 29. Lines (Active) - page 30. Calls - page 30. Archiver - page 31. Page 12 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 13: Event Viewer
These events can be changed using the Event Viewer Selector. In addition you can also configure your e-mail notification, where your Error Log and Delta Server event stream (SMDR) files are to be stored. System Administrator Page 13 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 14: Event Viewer Selector
SMDR Message: Provides messages to/from CCC modules (in SMDR format) to/from IP Office. When you have ticked your selection(s), click on the Apply button. Note: Selecting a large number of fields will impact on the Delta Server's performance. Page 14 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 15: Email Notification
Test Email: Sends email to address entered in Recipients box above together with any data/files requested in the tick boxes. Note: The more boxes ticked the bigger the email becomes, especially the VMPro and Delta Server logs. System Administrator Page 15 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 16: Log To File
Log File Name: Displays the name of the file path and the name of the file. When you have ticked your selection(s), click on the Apply button. Page 16 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 17: Smdr
Send Data at: Tick and select from the pull down list the required time for sending the SMDR files. When you have ticked your selection(s), click on the Apply button. System Administrator Page 17 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 18: Comms
MMM Resource Manager should be running). In the MultiMedia Connection box, enter the name or the IP Address of the Server running the MultiMedia module. When you have entered your selection(s), click on the Apply and Refresh buttons.. Page 18 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 19: Message Control
However, it should also be noted that this would disable Time In State fields for respective groups on historical reports i.e. more summary information and less detail. System Administrator Page 19 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 20: Pca Target Times
You can alter these default times (default 45 seconds). The list of individual agents are shown below any hunt groups that have been created. When you have changed the time(s), click on Apply. Page 20 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 21: Users
Note: When hotdesking is being used the type is Agent and the location is shown. In normal use the type is Extension and the location is blank. System Administrator Page 21 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 22: Agents
Displays diagnostic data on all agents within the agent group. To obtain more details about a particular agent, double click on the agent's name to view the Delta Diagnostics screen. Page 22 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 23: Agents (Logged Off)
Displays diagnostic data on all the logged off agents. Agents (Logged on) Displays diagnostic data on all the logged on agents. Agents (Active) Displays diagnostic data on all the active agents. System Administrator Page 23 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 24: Agents (Available)
System Administrator Agents (Available) Displays diagnostic data on all the available agents. Agents (Located) Displays diagnostic data on all agents who have a physical extension location. Page 24 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 25: Recent Smdr Entries
System Administrator Recent SMDR Entries Displays diagnostic data on the most recent SMDR received data System Administrator Page 25 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 26: License Info
Total Available: This indicates the total number of agent licenses. • Number Remaining: Number remaining. As each agent logs on, the number decreases. Also applies to Client applications, e.g. Call Center View, Wallboard Server, etc. Page 26 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 27: Session Info
Nbr Consumed Lics: Indicates the number of Licenses consumed. • Licenses Consumed: List (in pairs) of consumed licenses. • PC Wallboard Licenses: Number of Active PC Wallboard License(s) used in this session. System Administrator Page 27 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 28: Group
Displays diagnostic data on all of the Hunt Group set up in the IP Office. Group Active Displays diagnostic data on all of the active agents with the Hunt Group set up in the IP Office. Page 28 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 29: Pilot Number
Displays diagnostic data on all of the Pilot Numbers set up in the IP Office. Lines Displays diagnostic data on all of the exchange lines to the IP office. System Administrator Page 29 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 30: Lines (Active)
Displays diagnostic data on all active calls handled by the IP Office. Yellow marker indicates incoming calls, red indicates internal calls and blue indicates outgoing calls. Page 30 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 31: Archiver
Archiver Metrics figure. • Call Flow: Indicates the number of Call Flow messages received by the Archiver. Call Flow metrics are only available when configured in Voice Mail. System Administrator Page 31 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 33: Reporting Admin Console
2. Point to Programs | CCC. 3. Select CCC Reporting Admin Console. PBX Tab Enter the IP Address of the IP Office that contains the licence information. System Administrator Page 33 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 34: Database Tab
For preset reports, the credentials under which the report server windows service is running will be used to connect to the database. Page 34 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 35: Crm Tab
From field. It is not possible for the report server to receive email messages. System Administrator Page 35 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 36: Service Tab
System Administrator Service Tab Specify the TCP port number that the web application uses to communicate with the windows service. Page 36 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 37: Database Server Supervisor
Note: If a connection is made to a SQL Server other than the existing one, the options tree is reloaded. If no connection is made to another server, the existing connection continues. System Administrator Page 37 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 38: User Interface
SQL Server Agent - List of options one level below (Jobs) Jobs – List of maintenance tasks Start Job; Stop Job; & Job History Backup - List of backup devices Delete & Properties Page 38 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... - Page 39 To view the properties of a database: 1. Click on the database name within the options pane. 2. Right mouse click within the information pane and select Properties from the menu. System Administrator Page 39 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005)
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Page 40: Archiver Maintenance Plan
SDXArchiver. You can re-name the plan from this area as well as select or de-select other databases. By doing this you will only update the plan, not create a new one. Page 40 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 41: Optimization Tab
To amend the scheduling parameters for optimization click on the button labeled 'Change'. System Administrator Page 41 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 42: Integrity Tab
Integrity checking can be set to happen before backing up the database or transaction log. To amend the scheduling parameters click on the button labeled 'Change'. Page 42 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 43: Complete Backup Tab
Perform housekeeping so those files over a certain age are deleted. In default mode the files will be removed after 4 weeks. • Amend the scheduling parameters by clicking the button labeled 'Change'. System Administrator Page 43 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 44: Transaction Log Backup Tab
.TRN. If created, this part of the maintenance plan will appear in the Job listing as: Transaction Log Backup Job for DB Maintenance Plan SDXArchiver. To amend the scheduling parameters click the button labeled 'Change'. Page 44 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 45: Reporting Tab
General Tab - Add the person's name and email address Notifications Tab - Select which notifications are to be sent to the operator and whether an alert or job should be emailed. System Administrator Page 45 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) - Page 46 To see all the details of a Maintenance Plan: Click on the Maintenance Plan in the list. Click Properties. A Database Maintenance Plan History Entry dialog will show, see example. Page 46 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5...
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Page 47: Edit Recurring Job Schedule
• Finish: Enter the date for the last backup or if you do not want to specify a finish date choose the option No end Date. System Administrator Page 47 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 48: Backups & Restoring
Finish button to continue. 9. If your backup requirements were completed correctly, a screen will show stating that the backup job has been created successfully. Page 48 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 49: Edit Schedule Screen
Finish : Enter the date for the last backup or if you do not want to specify a finish date choose the option No end Date. System Administrator Page 49 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 50: Manual Backups
Select whether to overwrite the existing data or not. • If you require to schedule the backup, click in the box the left of the word schedule. Page 50 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... - Page 51 If backing up to a tape device you can select to eject the tape when completed as well as clearing the contents on a tape and then labeling the tape with a name and description. System Administrator Page 51 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005)
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Page 52: Restoring A Database
5. Make sure that the Options tab is at the front then: • Check that the Original file name being restored is correct. • Select any of the options required in the recovery completion state section. Page 52 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... - Page 53 7. A restore progress screen indicates the progress of the restore. An information screen appears when the restore has been completed successfully. 8. Restart the Archiver application. System Administrator Page 53 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005)
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Page 54: General Information
2. Enter the text to be found in the text box. 3. Click on the Apply Filter button. To see more view more of a message, double click it. Page 54 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 55: Viewing Messages
. The 'Next' and 'Previous' buttons allow a user to scroll through all the messages. System Administrator Page 55 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 56: Jobs
Note: Jobs cannot be deleted. Any Jobs showing in the Jobs file that related to the Archiver Maintenance Plan can be amended or removed if you change the Maintenance Plan. Page 56 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 57: Backup Devices
2. In the Information Pane select the required backup device and right mouse click on the device to view the pop up menu. 3. Select the option Delete to remove the selected backup device. System Administrator Page 57 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 58: Properties
Details of when the last backup and transaction log backup occurred. • Details of whether a maintenance plan has been set up and the collation type. Page 58 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... - Page 59 Within this tab you can amend the file growth details as well as delete any data files selected in the listing. System Administrator Page 59 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005)
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Page 60: Transaction Log Tab
Within this tab you can amend the transaction log file growth details as well as delete any data files selected in the listing. File Groups Tab Not currently supported. Page 60 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 61: Options Tab
Character string must be enclosed in single quotation marks. • Compatibility Allows you to specify the database compatibility level. System Administrator Page 61 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 62: Permissions Tab
Specify whether permission to create a backup database is granted for each user or role • Backup Log Specify whether permission to create a backup log is granted for each user or role Page 62 System Administrator 40DHB0002USDU Issue 2b (1st February 2005) Compact Contact Center V5... -
Page 63: Administering The Database
If you need to restore the database from a backup created above, please contact your field engineer for help. Tape Backup This task is disabled by default and cannot be used when only the MSDE database is installed. System Administrator Page 63 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) -
Page 65: Index
Integrity Check ............63 User Interface ............38 Integrity Tab .............42 Users................21 Introduction ............5, 31 Viewing Jobs Jobs ..............56 Controlling............56 Messages ............55 Viewing ...............56 Viewing ..............55, 56 Jobs .................56 System Administrator Page 65 Compact Contact Center V5 40DHB0002USDU Issue 2b (1st February 2005) - Page 66 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion.
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