Avaya Compact Contact Center Installation Manual
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Avaya Compact Contact Center Installation Manual

Avaya Compact Contact Center Installation Manual

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Compact Contact Center
Installation Manual
40DHB0002USBG Issue 4a (05/29/2003)

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Summary of Contents for Avaya Compact Contact Center

  • Page 1 Compact Contact Center Installation Manual 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 2 This page is intentionally left blank Page 2 Compact Contact Center Installation Manual 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 3: Table Of Contents

    Client PCs Installation ........................30 Agent PCs Installation ........................30 Mailbox Set-up ..........................31 Upgrade Procedure - CCCv3 to CCCv4..................32 CCC User Access ....................42 Starting CCC User Access..................... 42 Compact Contact Center Installation Manual Contents - Page 3 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 4 Upgrade to SQL 2000 ..................66 Procedure ..........................66 Trouble Shooting ....................67 CCC Installation........................67 CCC Client applications ......................68 Report Manager........................68 Wallboard Server/Client ......................68 Index ........................69 Page 4 - Contents Compact Contact Center Installation Manual 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 5: Introduction

    Introduction General Compact Contact Center (CCC) modules provide the user with the necessary tools to facilitate the management of call traffic. They are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the eBusiness digital communications platform.
  • Page 6 Report Designer is stalled when Report Client is installed but requires a licence to operate. Refer to the separate CCC Installation and CCC Report Designer User's Manuals for details. Page 6 - General Compact Contact Center Installation Manual Introduction 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 7: Use Of This Manual

    Introduction Use of this Manual - Page 7 Use of this Manual This manual covers the installation and administration of Avaya's Compact Contact Center (CCC) at software Level 4.0+. on the following communications platforms: • IP403/406/412 Office platforms operating Software Level 1.4+...

  • Page 8: Overview Of Ccc

    Introduction Overview of CCC Avaya's Compact Contact Center (CCC) provides the user with the necessary tools to facilitate the management of call traffic. The diagram below shows the concept: Installation of CCC on IP Office requires licenses to enable the various modules (see page 44).
  • Page 9 Introduction Overview of CCC - Page 9 The following diagram shows the Compact Contact Center connectivity (for systems of 15 agents and below) without a Voice Mail Pro. The following diagram shows the Compact Contact Center Manager connectivity (for systems of 15 agents and below) with a Voice Mail Pro present.

  • Page 10: Systems Above Fifteen Agents

    Workforce Management (Optional) The diagram below shows the Compact Contact Center Manager without a Voice Mail Pro being installed. The diagram below shows the Compact Contact Center Manager with a Voice Mail Pro present. Page 10 - Overview of CCC...

  • Page 11: System Specifications

    CD ROM Drive Backup Device: On Stream 30GB Digital Drive (optional). Expansion Cards • Wallboard Comms Card: Advantech PC-LabCard (Model PCI – 1601A) for Ferrograph 10/22 Wallboards. Compact Contact Center Installation Manual System Specifications - Page 11 40DHB0002USBG Issue 4a (05/29/2003) Introduction...

  • Page 12: Software Requirements For Ccc Server(S)

    E-mail Server name CCC Server Mailbox name CCC Clients Mailbox names (up to 5 off) CAUTION: Do not install the e-mail server on the CCC Server PC. Page 12 - System Specifications Compact Contact Center Installation Manual Introduction 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 13: Wallboard Devices

    Wallboard. Caution: Connection to the PC must only be made via the Wallboard's RS485 socket. Compact Contact Center Installation Manual System Specifications - Page 13 40DHB0002USBG Issue 4a (05/29/2003) Introduction...

  • Page 14: Pc Configuration

    • Client PC configuration using Windows 2000. See page 26. Both the Server and client PCs must be re-configured before installation on the CCC modules. Page 14 - Overview Compact Contact Center Installation Manual PC Configuration 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 15: Server Pc Setup - Nt4

    Select Security from the drop down list. Select Overwrite Events as needed. Select Application from the drop down list. Select Overwrite Events as needed. Click OK and exit the Event Viewer. Compact Contact Center Installation Manual Server PC Setup – NT4 - Page 15 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 16: Change Nt4 Server Pc Name

    Report Viewer and, when prompted on the Connect to database server screen, enter the name of the required Server and click OK. Page 16 - Server PC Setup – NT4 Compact Contact Center Installation Manual PC Configuration 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 17: Partition The Disk

    16. From the Partition menu, click Exit to close the Disk Administrator application. 17. Install the database application (see page 18). Compact Contact Center Installation Manual Server PC Setup – NT4 - Page 17 40DHB0002USBG Issue 4a (05/29/2003) PC Configuration...

  • Page 18: Install Database Application

    Alternatively, where Server and Client are on the same PC, you may now install the appropriate CCC licenses and applications (see pages 44 and 27 respectively). Page 18 - Server PC Setup – NT4 Compact Contact Center Installation Manual PC Configuration 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 19: Installation Of Wallboard Card (Ferrograph Only)

    From the Setting based on pull down menu set IRQ to 5. Highlight Input/Output Range and select Change Settings. From the Setting based on pull down menu select 03E8, then click OK. Compact Contact Center Installation Manual Server PC Setup – NT4 - Page 19 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 20 Client are on the same PC, you may now install the appropriate CCC licenses and applications (see pages 44 and 27 respectively). Page 20 - Server PC Setup – NT4 Compact Contact Center Installation Manual PC Configuration 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 21: Server Pc Setup - Windows 2000 Pro

    Click on Close and then close all screens. Event Log Settings The Event Log settings are altered through the Windows Event Viewer. To do this: Compact Contact Center Installation Manual Server PC Setup – Windows 2000 Pro - Page 21 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 22: Partition The Disk

    Client are on the same PC, you may now install the appropriate CCC licenses and applications (see pages 44 and 27 respectively). Page 22 - Server PC Setup – Windows 2000 Pro Compact Contact Center Installation Manual PC Configuration 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 23: Change Server Pc Name

    Report Viewer and, when prompted on the Connect to database server screen, enter the name of the required Server and click OK. Compact Contact Center Installation Manual Server PC Setup – Windows 2000 Pro - Page 23 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 24: Client Pc Setup - Windows Nt Workstation

    Click OK. This enables you to share the CCC (e.g. Call Center View) files. You are now ready to install the CCC applications as detailed in Installing CCC on page 27. Page 24 - Client PC Setup - Windows NT Workstation Compact Contact Center Installation Manual PC Configuration 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 25: Client Pc Setup - Windows 98

    Click OK. This enables you to share the CCC (e.g. Call Center View) files. You are now ready to install the CCC applications as detailed in Installing CCC on page 27. Compact Contact Center Installation Manual Client PC Setup - Windows 98 - Page 25 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 26: Client Pc Setup - Windows 2000 Pro

    Enter Connect As (normally Administrator) and the password on the Server PC. You are now ready to install the CCC applications as detailed in Installing CCC on page 27. Page 26 - Client PC Setup - Windows 2000 Pro Compact Contact Center Installation Manual PC Configuration 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 27: Installing Ccc Components

    Install Report Client when only bespoke 'Reports' are to be used. *** Install Report Manager when Report Designer function is required. For installation of the MultiMedia Modules refer to the separate Installation Manual. Compact Contact Center Installation Manual Introduction - Page 27 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 28: Installation Of Ccc Components

    **** Workforce Management could be installed on a standalone Server or on a Client PC (see page 30). Report Manager & Report Viewer must be installed in the same language. Page 28 - Installation of CCC Components Compact Contact Center Installation Manual Installing CCC Components 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 29 If highlighted server is correct, click OK. If the required server is not displayed, use the Add button to search for the server and then click OK. Compact Contact Center Installation Manual Installation of CCC Components - Page 29...

  • Page 30: Client Pcs Installation

    Server installation procedure (see page 28) but using the table below for the appropriate applications:- Agent PCsPCs PC Wallboard CCV Alarm Reporter Note: Ensure that Call Centre View is unticked. Page 30 - Installation of CCC Components Compact Contact Center Installation Manual Installing CCC Components 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 31: Mailbox Set-Up

    Enter the Server and mailbox names (see page 12). Click OK to finish. On successful installation, proceed with Starting CCC User Access on page 42. Compact Contact Center Installation Manual Installation of CCC Components - Page 31 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 32: Upgrade Procedure - Cccv3 To Cccv4

    Once Windows has restarted log back on and if any of the CCC applications restart make sure that you close them down again before continuing with the next section. Page 32 - Installation of CCC Components Compact Contact Center Installation Manual Installing CCC Components 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 33 OK. In this example we have used the “Backup” directory that we created earlier as the location for the backup file. Compact Contact Center Installation Manual Installation of CCC Components - Page 33 40DHB0002USBG Issue 4a (05/29/2003) Installing CCC Components...
  • Page 34 Click on Add and, from the Backup Device drop down list that appears, select your backup device. Click on OK. Page 34 - Installation of CCC Components Compact Contact Center Installation Manual Installing CCC Components 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 35 11. If you now browse to your backup directory you will be able to see the database backup file that you have just created. Compact Contact Center Installation Manual Installation of CCC Components - Page 35 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 36 Explore to C:\Program Files\Avaya\IP400\CCC\CallCentreView and copy the Operator directory to your backup directory that you created earlier. This directory contains the user profiles used for Call Centre View. Explore to C:\Program Files\Avaya\IP400\CCC\WBServer and copy the following files: Aggregatevars.mdb Devices.mdb Wallbrd.mdb...
  • Page 37 The uplift will now start modifying the database structure and applies any changes necessary to make it compatible with CCCv4. Once the uplift has completed click on OK and then close down the uplift tool. Compact Contact Center Installation Manual Installation of CCC Components - Page 37 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 38 The InstallShield Wizard starts and after a few minutes the upgrade begins by moving all of your existing applications into a new directory structure. Currently the CCC files will be stored at C:\Program Files\Avaya\IP400\CCC but during the upgrade they are moved to C:\Program Files\Avaya\IP Office\CCC. Whilst this is happening the following screen will be displayed.
  • Page 39 15. Click on OK on the Import Results popup message and click on Close. 16. If you had any reports scheduled via the Report Scheduler then open these reports and reschedule them. Compact Contact Center Installation Manual Installation of CCC Components - Page 39 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 40 Yes To All. This will install the latest set of historic reports onto your PC. 16. Click on OK on the Import Results popup message and click on Close. Page 40 - Installation of CCC Components Compact Contact Center Installation Manual Installing CCC Components 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 41 Click on Next twice then click on Finish and then OK. Do the same for the System DSN called SDXRepository. When these are configured you can restart your CCC applications. Compact Contact Center Installation Manual Installation of CCC Components - Page 41 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 42: Ccc User Access

    To change the password, click on the Change Password button, enter your new password and confirm the change. The new password must be recorded and kept in a secure place. Page 42 - Starting CCC User Access Compact Contact Center Installation Manual CCC User Access 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 43: Delta Server

    The Event Viewer, Settings, Session Info and Diagnostic tabs enable access to their toolbars. For details on configuring and using the Delta Server menus, refer to the separate CCC Administrator's Manual. Compact Contact Center Installation Manual Introduction - Page 43 40DHB0002USBG Issue 4a (05/29/2003) Delta Server...

  • Page 44: Ip Office Requirements

    The Serial Number of a Feature Key (a hardware device attached to the parallel port of a PC running the Feature Key Server software). • The features and software being enabled. Page 44 - CCC Licenses Compact Contact Center Installation Manual IP Office Requirements 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 45: Entering License Keys

    Select File | Save as to save a copy of the configuration onto the PC from which you are programming. Compact Contact Center Installation Manual CCC Licenses - Page 45 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 46: Naming Directory Numbers

    Note: An AGENT is defined as a person who makes or receives calls and has 'logged on' to the system, e.g. has a ‘forced log on’ status on the switch. Page 46 - CCC Licenses Compact Contact Center Installation Manual IP Office Requirements 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 47: Group Reporting

    ‘collective’ reports, is based on arbitrary sets of agents and need not necessarily correspond to the manner in which switch call routing is programmed. Compact Contact Center Installation Manual CCC Licenses - Page 47 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 48: Ccc Reporting Associated With Voice Mail Pro

    If Internet Explorer is on the same PC or server as the delta server software, you must make sure that where there is an Internet service that there is also an Internet user. Page 48 - CCC Licenses Compact Contact Center Installation Manual IP Office Requirements 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 49: Wallboard Installation & Maintenance

    Also check that the power socket provided is suitable for this type of display. Compact Contact Center Installation Manual Ferrograph Wallboard 22 - Page 49 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 50: Wall Mounting

    Adjustments can be made by sliding the display to achieve the final level. WARNING Ensure the ceiling can support the weight of the wallboard prior to fixing. Page 50 - Ferrograph Wallboard 22 Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 51 Within each display, there is a board containing eight dip-switches. For more information see the section entitled "Serial Connection & Dip-Switch Details" on page 54. Compact Contact Center Installation Manual Ferrograph Wallboard 22 - Page 51 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 52: Additional Equipment

    Note: This external interface has been designed for connection of DC Voltage devices ONLY. Continuous/Pulsed Single Tone Sounders – 12V & 24V DC Farnell Reference: FEC143-400 FEC143-402 FEC143-403 Page 52 - Ferrograph Wallboard 22 Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 53: Periodic Maintenance And Inspection

    7 to OFF and ensure that all switch settings comply with system requirements for baud rate and wallboard network address number. Compact Contact Center Installation Manual Ferrograph Wallboard 22 - Page 53 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 54: Serial Connection & Dip-Switch Details

    Pins from 2 to 7 should be connected identically from all RJ45 boxes to all others. Dip-Switch Details Network Address OFF Position Represents 0 ON Position Represents 1 ADDRESS Page 54 - Ferrograph Wallboard 22 Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 55 Yellow Text Software Version Sign Type Green Text Network Number Red Text Baud Rate Compact Contact Center Installation Manual Ferrograph Wallboard 22 - Page 55 40DHB0002USBG Issue 4a (05/29/2003) Wallboard Installation & Maintenance...

  • Page 56: Rs485 Communication Systems

    Spurs, which lead off from the main RS485 cable to a wallboard, should be kept to less than one metre long. Page 56 - Ferrograph Wallboard 22 Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 57: Ferrograph Wallboard 10

    Allow display to then drop down onto the top edge of the 2 brackets to obtain a locked fixing. To remove, reverse the above procedure. Note: The display can be adjusted by sliding sideways in both directions. Compact Contact Center Installation Manual Ferrograph Wallboard 10 - Page 57 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 58 Slide in the 2 ends of the hanging wires into the top groove of the display housing through the pre-drilled center hole. Center the display on the hanging wires. See the diagram below. Page 58 - Ferrograph Wallboard 10 Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 59: Serial Connection And Configuration

    Network 0 is a general address and will accept all data from the host system. The network number is set using switches 1,2,3 and 4. Dip-switch Number Network ETC…. Compact Contact Center Installation Manual Ferrograph Wallboard 10 - Page 59 40DHB0002USBG Issue 4a (05/29/2003) Wallboard Installation & Maintenance...
  • Page 60 If switch 7 and 8 are ON at a power reset: Information Screen Stripes Alternating ON/OFF Blocks of LED's Freeze Display Page 60 - Ferrograph Wallboard 10 Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 61: System Wiring

    The installation technique is that data input of each display is electronically connected to the transmit output of the PC. Compact Contact Center Installation Manual Ferrograph Wallboard 10 - Page 61 40DHB0002USBG Issue 4a (05/29/2003) Wallboard Installation & Maintenance...

  • Page 62: Periodic Maintenance & Inspection

    Note: In some instances the Spectrum 4120C has been renamed as the 3314C. Additional information on this wallboard is available via http://www.specorp.com/. Caution: Connection must only be made via the Wallboard's RS485 socket. Page 62 - Spectrum 4120C Wallboard Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 63: Ccc Wallboard Installation

    Enter a name for the Wallboard in the Alpha Tag text box. The name can contain both alpha and numeric characters. Click the Finish button to save the settings. Compact Contact Center Installation Manual CCC Wallboard Installation - Page 63 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 64 When this option is selected, you will see a list of PC Wallboard(s) currently connected to the Wallboard Server. To update the list, click Refresh. Page 64 - CCC Wallboard Installation Compact Contact Center Installation Manual Wallboard Installation & Maintenance 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 65: Workforce Management Interface

    Search then select the required Delta Server. For details on using the Workforce Management Interface, refer to the separate Administrator's Manual. Compact Contact Center Installation Manual Overview - Page 65 40DHB0002USBG Issue 4a (05/29/2003) Workforce Management Interface...

  • Page 66: Upgrade To Sql 2000

    Management Tools and Client Connectivity options selected. Click Next to continue. In Start Copying Files dialog box click Next and In the Setup Complete screen click Finish. Page 66 - Procedure Compact Contact Center Installation Manual Upgrade to SQL 2000 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 67: Trouble Shooting

    When re-booting, if a Delta Server Port access is denied message appears, (port number conflict), consult with your Network Administrator to obtain a free port number. Compact Contact Center Installation Manual CCC Installation - Page 67 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 68: Ccc Client Applications

    It therefore follows that if a user with Administrator access rights has scheduled a message then only that User can remove that message from the schedule. Page 68 - CCC Client applications Compact Contact Center Installation Manual Trouble Shooting 40DHB0002USBG Issue 4a (05/29/2003)

  • Page 69: Index

    RS485 Communication ......56 PC Configuration ........11 Specification ..........13 Wall Mounting..........50 PC Wallboards..........5 Wallboard Devices......... 64 Wallboard Server ........... 63 Workforce Management Interface ..... 6, 65 Compact Contact Center Installation Manual Index - Page 69 40DHB0002USBG Issue 4a (05/29/2003)
  • Page 70 Lucent Technologies has been transferred or licensed to Avaya. All trademarks identified by ® or TM are registered marks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements.

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