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Avaya IP Office User Manual

Avaya IP Office User Manual

Contactstore system admin
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IP Office
ContactStore System Admin
40DHB0002USEU Issue 1 (2nd September 2004)

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  • Page 1 IP Office ContactStore System Admin 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 3: Table Of Contents

    Searching for calls........................... 42 Searching for calls by date and time................... 42 Searching more selectively......................43 Viewing results ..........................44 Playing a call ........................... 45 Chapter 5 ..........................47 ContactStore System Admin Page iii IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 4 ContactStore to VMPro problems ....................54 Search and Replay problems ......................54 Contacting technical support ...................... 57 AppendixB ..........................59 Appendix B: Alarms ..........................59 Glossary............................ 62 ContactStore System Admin Page iv IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 5: Legal

    Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya's standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: http://www.avaya.com/support...
  • Page 6 • The end-user documentation included with the redistribution, if any, must include the following acknowledgment: "This product includes software developed by the Apache Software Foundation (http://www.apache.org/)." Alternately, this acknowledgment may appear in the software itself, if and wherever such third-party acknowledgments normally appear. ContactStore System Admin Page 6 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 7 Portions of this software are based upon public domain software originally written at the National Center for Supercomputing Applications, University of Illinois, Urbana-Champaign. Avaya support For support please contact with your system maintainer. ContactStore System Admin Page 7 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 9: Preface

    Preface About This Guide The ContactStore for IP Office System Administration Guide provides details of the ContactStore for IP Office operation, as well as other information needed for server maintenance and updating. This guide also includes instructions for searching and replaying recordings, archiving recordings, and system troubleshooting.
  • Page 10 ContactStore System Admin Page 10 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 11: Conventions Used In This Guide

    An interruption in loss of service. service Situations that can result in harm to A fractured or broken ferrite is not hardware or equipment effective for EMC control. ContactStore System Admin Page 11 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 12: Additional Resources

    Avaya IP Office 3.0 Voicemail Pro Installation • Avaya IP Office 3.0 Licence & Feature Key Guide • Avaya IP Office Installation Manual Note: Avaya IP Office documentation is available through the Avaya online support Web site, http://support.avaya.com. ContactStore System Admin Page 12 IP Office...

  • Page 13: Chapter 1

    It is important to understand how the ContactStore operates so that you can best maintain and update it. This chapter takes you from an overview diagram through to a detailed discussion of the operation of the system. ContactStore System Admin Page 13 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 14: System Overview

    Chapter1 System overview ContactStore for IP Office complements the voice recording capabilities of Voicemail Pro (“VMPro”). It stores and catalogs the recordings so that they are easily accessible for later retrieval. Any recordings that you instruct VMPro to “send to the Voice Recording Library” are placed in a folder that is visible to ContactStore.

  • Page 15: Contactstore Recordings

    However, the system uses Microsoft's MSDE database to hold this information in more readily accessible forms. This database is located on the ContactStore server. ContactStore System Admin Page 15 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 16: Stored Details

    • The duration of the recording • The name and number of the parties on the call—where this was available to IP Office (through ANI, CLI or DNIS) at the time of the call. • The direction of the call (incoming, outgoing, or internal) •...

  • Page 17: Chapter2

    It also addresses what do if your switch or recording system changes. Note: For comprehensive instructions on system administration, you should attend the IP Office Advanced Applications Workshop, course code AVA00484H00. Course details and registration are available through the following website. www.avaya-learning.com The System Administrator is responsible for completing the maintenance procedures outlined in this chapter.

  • Page 18: Distributing User Instructions

    Chapter2 Distributing user instructions A template document “ContactStore IP Office User Guide.doc” is included on the Installation CD. This document provides basic instructions for end users of the system, specifically, those who will make and replay recordings using it. Customize this document as follows: •...
  • Page 19 If you change them before they fill, then calls are written to removable media as soon as a reasonable volume of recordings is available (100MB) or 24 hours have elapsed since the oldest unarchived call started. ContactStore System Admin Page 19 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 20: Weekly Tasks

    MSDE database, so they are backed up along with the call detail records. If you are not using RAID arrays, Avaya strongly recommends that you take a ghost image of the ContactStore server (or at least of the partitions on which your operating system and program files are installed) to allow for easy restoration in the event of catastrophic system failure.

  • Page 21: Monthly Tasks

    In addition, if you change the IP addresses or node names of any system components, you should perform a full commissioning test to confirm correct storage of all required calls. ContactStore System Admin Page 21 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 23: Chapter3

    Chapter3 Chapter 3: Using the System Administration Pages This chapter describes how to use the System Administration web pages to maintain, update, and monitor your system. ContactStore System Admin Page 23 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 24: System Administration Overview

    • System Settings. Use this page to view and change the configuration of the ContactStore application and how it interacts with your IP Office Switch. • Security. Use this page to control which calls can be replayed by whom, and who can administer the system.
  • Page 25 The Search and Replay page contains a similar link at the top left so that you can move back to the System Administration pages with a single click. ContactStore System Admin Page 25 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 26: Accessing The System Administration Pages

    Change Password page and forced to set a non-blank password. It is very important that you configure your administrator accounts as soon as you have installed your software. ContactStore System Admin Page 26 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 27: Setting And Changing Your Password

    4. Enter the new password again to Confirm New Password. 5. Click OK. Once you are authenticated, you are redirected to the Introduction page, shown in the following screen. ContactStore System Admin Page 27 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 28 Chapter3 ContactStore System Admin Page 28 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 29: System Settings

    Be sure that the share is always accessible to the recorder. Avaya cannot take responsibility for failures due to network outages between the recorder and the share. To...

  • Page 30: Security

    Confirm that you are receiving emails correctly after you make any changes to these settings. Security The Security section includes only one link, Users. ContactStore System Admin Page 30 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 31: User Security

    To create a new user account: 1. Click Add User at the bottom left to add one or more additional user accounts. The following dialog is displayed: ContactStore System Admin Page 31 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 32 You can then paste it into the next account, saving a lot of typing and potential for error. Note: You do not have to allow a user any replay rights but the only practical uses for this would be: ContactStore System Admin Page 32 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 33 To save the account definition and keep the window open to create additional user accounts, click Enter and Stay Open. To save the account definition and close the window, click Enter and Close. ContactStore System Admin Page 33 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 34: Editing An Existing User Account

    You cannot delete the last administrator account once you have set one up. You must enter a new administrator account before you can delete the (previously only) other. Status These pages show how the system is currently performing or has performed. ContactStore System Admin Page 34 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 35: Alarms And Events

    Use the links above and below the table to refresh the page and to clear some or all alarms. Refer to Appendix B: Alarms for a list of alarms and events that may be generated and what to do about them. ContactStore System Admin Page 35 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 36: Viewing Alarms And Events

    Refer to Appendix B: Alarms for a list of alarms and events that may be generated and what to do about them. System Overview The System Overview page shows summary information about the current state of the ContactStore server. ContactStore System Admin Page 36 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 37 Use the Refresh link to update the page. ContactStore System Admin Page 37 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 39: Chapter 4

    Internet Explorer does not recognize that a certain Fully Qualified Domain Name (FQDN) and IP address are the same; you must add the URL to the list exactly as you type it in the address bar. 7. Click OK. ContactStore System Admin Page 39 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 40: Accessing The Search And Replay Page

    3. Use the Search and Replay link at the top left to access the Search and Replay page. The Search and Replay page provides a link to return to the administration pages. ContactStore System Admin Page 40 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 41 Chapter4 Otherwise, once you log in, the Search and Replay page is displayed: ContactStore System Admin Page 41 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 42: Searching For Calls

    2. Select Search. The results are automatically restricted to those calls that your account is entitled to play. A sample result set is shown below. ContactStore System Admin Page 42 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 43: Searching More Selectively

    "starts with N" or "ends with A" or "includes N/A" in the Search field; this tag is not present in the database. ContactStore System Admin Page 43 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 44: Viewing Results

    Click on the page indicators (1 2 3 ... 8 Next ) above the Results table to move through the list of results. Click on the arrows within the column headers (56) to sort the results by that column. blue arrow indicates the active sort field and direction. ContactStore System Admin Page 44 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 45: Playing A Call

    Click anywhere in the audio waveform to play from that point in the call. Click just to the left of the audio waveform to play from the very beginning of the call. ContactStore System Admin Page 45 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 47: Chapter 5

    DVD+RW drive within the ContactStore server. This chapter describes the internal DVD+RW archival option. ContactStore System Admin Page 47 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 48: Overview Of Dvd+Rw Archival

    The following sections explain how to complete the basic archival procedures: • Loading a disk • Changing disks • Labeling a disk • Verifying recorded disks • Reusing an old disk ContactStore System Admin Page 48 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 49: Loading A Disk

    If you cannot resolve the problem, contact your supplier's support organization for advice. Be sure to: • Place the disk back in its protective container. • Store the disk in a logical order with the other recorded disks. ContactStore System Admin Page 49 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 50: Reusing Old Disks

    4. Confirm that ContactStore has accepted the blank disk. If accepted, the System Overview page shows the new volume label and 4.7GB of free space, as it would with a new disk. ContactStore System Admin Page 50 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 51: Appendix A: Support And Troubleshooting

    This appendix describes how to diagnose and correct problems with ContactStore. Issues are divided into the following categories: Troubleshooting resources System Administration page problems Email alarm problems ContactStore to VMPro problems Search and Replay problems ContactStore System Admin Page 51 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 52: Troubleshooting Resources

    1. Log in to the admin application. 2. Go to: http://myservername:8888/ servlet/test?log=DEBUG replacing DEBUG with any of the levels supported as shown to the left. ContactStore System Admin Page 52 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 53: System Administration Page Problems

    If the ContactStore is not sending email messages, it may not be able to access the SMTP server or POP server. Check the network connections to the ContactStore. ContactStore System Admin Page 53 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 54: Contactstore To Vmpro Problems

    If that shows no calls, extend the time period. Try setting the date range back to at least the time you know you have seen call records for in the past. ContactStore System Admin Page 54 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 55 4. Return to the System Overview page and note the New Total Call Count and Daily Call Count. These counts should have increased by at least one, the recording that you just made. If the counts ContactStore System Admin Page 55 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 56 Therefore, if some calls are being recorded and are playable but others are not, the problem is probably in the recording configuration of VMPro. ContactStore System Admin Page 56 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 57: Contacting Technical Support

    AppendixA Contacting technical support If you are having trouble using Avaya software, you should: 1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware-related issues.

  • Page 59: Appendixb

    Info still running. does not appear in Alarms/Events log. XXX Job Queue backlog Performance Info reduced to acceptable acceptable again. level. Currently YYYms. ContactStore System Admin Page 59 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 60 Authentication failed Check account name Major attempting to send and password for email email. account. Error in Major ContactStore bug. Report problem. IterateSettingsTag ContactStore System Admin Page 60 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)
  • Page 61 Correct archive disk Now able to write to Info now inserted. disk in drive. Previously reported No action required. Info Mail sent successfully. problem sending email resolved. ContactStore System Admin Page 61 IP Office 40DHB0002USEU Issue 1 (2nd September 2004)

  • Page 62: Glossary

    Short for calling line identifier. CLI is a service that provides the telephone number of an incoming call. It is the European equivalent of ANI. The Windows server running the ContactStore for IP Office application, ContactStore server which provides recording storage, search and replay and administration functions.

  • Page 64: Ip Office 40Dhb0002Useu Issue 1 (2Nd September

    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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