Interaction Manager Administration Manual
38DHB0002UKFE – Issue 1 (06/01)
Page 2 - Contents
Contents 1. Introduction ..............................................................3
Client Components Installation ....................................... 25
Welcome to Interaction Manager ......................................3 Use of this Manual ............................................................4
iContact Configuration ........................................................26 Proactive List Manager Configuration.................................27 Modify, Repair or Remove Interaction Manager .................27
Microsoft Platform Support................................................5 IM’s Application Structure .................................................6
5. Begin Using Interaction Manager..........................28
2. System Requirements..............................................9
Synchronize Active Domain............................................ 29 Startup of Services ......................................................... 29 Stopping Services........................................................... 29 Setting Up the Current Domain for IM Reporting ............ 30 Create Web Site Pages for Chat and Web Callback....... 30
About this Manual................................................................. 4
Server Side Components ..................................................... 7 Client Side Components....................................................... 8
IM Telephony Platform......................................................9 Domain Requirements ......................................................9 Network Protocol...............................................................9 Hardware Requirements .................................................10 Software Requirements...................................................11
Software Requirements for MS Server(s) .......................... 11 Software Requirements for IM Server ................................ 12 Software Requirements for IM Client(s) ............................. 12
Dependencies .................................................................13 Telephony Services Requirements .................................13
3. MS BackOffice Installation and Configuration.....14 Installing MS BackOffice on MS Server(s) ......................... 14 Configuring MS Back Office and Client and Servers.......... 15 Installing MS BackOffice on the IM Server......................... 15 Installing MS BackOffice on Client(s) ................................. 15
Introduction ..................................................................... 28 Running Resource Manager........................................... 28
iServer Settings ..................................................................28
Creating a Web Site Page for Chat ....................................30
Creating a Web Site Page for Web Callback .................. 34
Appendix A .................................................................37 Configuring New Users and Mailbox Setup .................... 37 Configuring a New User.................................................. 37 Mailbox Setup ................................................................. 37 Creating a Global Group................................................. 37
Appendix B .................................................................38
4. Interaction Manager Installation ...........................16
Configuring the Index Switch .......................................... 38 Required Network Data................................................... 38 Overview of INDeX Installation Procedure...................... 39 Initial Setup of INDeX...................................................... 40
Getting Started................................................................16 Installation Process Overview .........................................16 Server Components Installation and Configuration.........17
Installing Server components & creating a database...... 45
Preliminary Considerations ................................................ 17
Installation Procedure .....................................................18 Creating an IM Database ................................................20 Creating a Database as Part of the IM Components Setup .................................................................................. 20 Creating only an IM Database............................................ 20
Setting Up the Startup of Services ..................................21 iService MTS Service ......................................................... 22 iEmail Service..................................................................... 22 iChat Service ...................................................................... 22 iPhone Service ................................................................... 22
iServer Configuration ......................................................23
Licensing Overview ............................................................ 23
Reporting Configuration ..................................................24
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Configuring the Telephony Server for INDeX & CTI ...........41 Adding NT Users and Groups.............................................44
Checking SQL database.....................................................45 Starting Installation Wizard .................................................45 Setting up the IM database.................................................45
Setting up INDeX Specific TAPI...................................... 46 iServer Configuration ...................................................... 47 Setting up iServer ...............................................................47 Additional Settings ..............................................................47
Client (iContact) Setup.................................................... 48 Checking MS components (e-mail and Web access) .........48 Installing Client components...............................................48 Configure iContact ..............................................................48
Diagnostics ..................................................................... 49
Check iContact is Functional ..............................................49 Check CT Integration..........................................................49 Other clients........................................................................49
Administration Manual Interaction Manager
1. Introduction
Welcome to Interaction Manager - Page 3
1. Introduction Welcome to Interaction Manager The modern enterprise can no longer rely on outdated models for managing marketing, sales, support, and client relations. Technology convergence has presented both new challenges and new opportunities. Businesses need to create customer-centric policies and employ the tools that make them work. Interaction Manager (IM), is a fully integrated multimedia (voice, Web, e-mail and chat) interactions management platformall from a single solution provider. These robust applications convert any organization to a multi-channel, enterprise-wide customer contact center that derives and delivers maximum value through a rules-driven communications strategy. IM empowers any workgroup to initiate or accept contacts using tools that ensure professional, consistent treatment across the enterprise. IM enables any organization to “globalize” its sales and marketing by supplying a complete Internet-ready intelligent communications infrastructure to handle e-commerce-related transactions through multiple arteries. IM exemplifies a new standard in enterprise interaction management. This new generation of interaction software products focuses on the customer’s requirements for control, simplicity, and affordability without a concomitant degradation in functionality or quality. IM eliminates the time and resource-intensive climate associated with expensive proprietary implementations. The result is an open, scalable, and easily installable solution that is flexible and simple to maintain. IM provides the connection between your communications platform, data infrastructure and customer interaction strategy. As a Microsoft BackOffice based communications server, it has been developed to connect seamlessly with a variety of standard off-theshelf, third-party software applications and legacy systems. IM has been designed to run on a Windows NT and Windows 95/98-based client/server platform for easy deployment. IM furnishes the user interface and support modules for assigning staff members to specific communications related responsibilities, routing interactions to the right people, generating contacts lists, monitoring the system and individual performance and ensuring that customers are entitled to individualized attention, no matter who they may encounter in your company.
Administration Manual Interaction Manager
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Page 4 - Use of this Manual
1. Introduction
Use of this Manual This manual covers the installation and administration of Avaya's Interaction Manager (IM) at software Level 1.4+. on an INDeX system operating Level 9.02+ or 9.1.2+. This guide is intended for use by installers and administrators who are familiar with the INDeX system and have successfully completed the appropriate INDeX training courses. Ensure that you have read and understood this Guide before beginning installation.
About this Manual
This manual is organized to provide the basic information necessary to set up and run individual modules on the desktop or over the organization’s network. Each module can run independently or be integrated with other modules. Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Appendix A Appendix B
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Introduction An overview of IM, its operating environment and application structure. System Requirements Hardware and software components required for installation on the servers and clients. Microsoft BackOffice Installation and Configuration. How to configure the operating platform prior to IM installation. Installing and Setting up IM. Instructions for setting up multi-user IM systems on servers and LAN workstations. Begin Using IM Information on using the system for the first time. Configuring New User and Mailbox Setup Procedures and user screens for setting up new users, mailboxes, and global groups. Configuring the INDeX Switch Procedures and user screens for configuring the INDeX switch.
Administration Manual Interaction Manager
1. Introduction
Microsoft Platform Support - Page 5
Microsoft Platform Support These modules have been designed to manage all interactions on a single NT server with tight integration to other Microsoft BackOffice products, including Exchange, SQL Server, IIS and Microsoft Office. MS Windows
IM users are able to take advantage of Windows 95/98/ME/NT WS features, comfort, and familiarity. Windows NT As a network foundation for client/server solution Windows NT integrates seamlessly into existing network configurations and provides a versatile set of security functions, utilities and services. Microsoft Outlook IM fully exploits Microsoft Outlook e-mail and scheduling functionality to synchronize with its customer interaction capability. Outlooks features (Task, Contact, E-mail, and appointment) can be accessed directly from the IM client application. SQL Server Microsoft’s SQL Server combines the lowest cost and ease of operation with the advanced data management relational database features, including enforced data integrity, full ODBC compliance, and secure transaction processing. Exchange Server Exchange Server is a server that incorporates Internet standards and extends rich messaging and Web collaboration to businesses of all sizes. IIS Server Microsoft’s Internet Information Server provides the services necessary for enabling IM to support Chat, browser-based reporting and rule-enabled Web contacts.
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Page 6 - IM’s Application Structure
1. Introduction
IM’s Application Structure Each IM component contributes to creating a harmonized environment for managing customer interactions. While they are media independent, the applications are designed to work together to provide a comprehensive solution that incorporates interaction processing, setup, reporting, campaign management and routing. IM is composed of a generic user interface, iContact, and a series of integrated support modules. The support modules have been designed specifically for the needs of the small to medium sized enterprise. In environments where both human and technological resources are in scarce supply, being able to react quickly to changing conditions is a critical operational consideration. IM’s support structure allows any computer literate user to install, configure, and make the system functional in a matter of hours. Figure 1-1 shows the major components of IM. Each component is discussed after the figure. PSTN PBX
iServer Resource Manager iPhone Reporting iE-mail iChat Interaction Rules Wizard(server side)
Customer
Interaction Manager server iContact
support
Database
iContact Internet
Web Server Sales
LAN
Proactive List Manager Interaction Rules Wizard
Mail Server Administrator
Figure 1-1. Interaction Manager Components
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Administration Manual Interaction Manager
1. Introduction
IM’s Application Structure - Page 7
Server Side Components • • • • • • •
iServer iPhone iEmail iChat Resource Manager (option to install in client side) Interaction Rules Wizard (server side) Reporting
iServer
iServer consists of two parts. One is IM iService for MTS, and the other is a combination of different server components, that run on the Microsoft Transaction server. iEmail iEmail is a service that is responsible for forwarding incoming email messages to the e-mail queue or to the agent. iEmail also forwards Web callback requests to the Web callback queue. iPhone iPhone is a service that applies telephony rules. Works with iServer to route incoming calls to available iContact users. iChat iChat is a service that forwards chat requests to the chat queues. It logs onto the chat server and creates the proper rooms based on the contents of the chat queues created by using the Resource Manager. Depending on the browsed page, the pop-up chat will log onto a certain chat room. iChat will detect the presence of the user in the chat room and log a chat request into the database Resource Manager The Resource Manager administration module consists of components that enable you to add queues, define interaction results, and assign human resources to all from a single, unified console. Resource Manager has a user-friendly Microsoft Explorer look and feel interface. Interaction Rules With the simplicity of an Outlook Wizard look and feel, the Wizard Interaction Rules Wizard defines the rules for incoming contact treatment for telephone, e-mail, chat and Web callback contacts. Reporting The browser-based Reporting module provides complete enterprise management reporting through textual and graphical reports. These reports provide enterprise managers with a record of every step in the customer interaction process and allow them to view and analyze how effectively interactions are being handled and resources are being deployed. The reports can also provide a better understanding of how their operation and performance affects your networks, resources, and people.
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Page 8 - IM’s Application Structure
1. Introduction
Client Side Components • • •
iContact Interaction Rules Wizard (client side) Proactive List Manager
iContact
Converts the PC to an all-in-one communications and data tool by allowing enterprise knowledge workers to prioritize and manage all interactions from one interface. An agent can see queued Telephone calls, e-mail messages, Web calls, and chats and can communicate with group members from one centralized view.
Interaction Rules Wizard
With the simplicity of an Outlook Wizard look and feel, the Interaction Rules Wizard defines the rules for incoming contact treatment for telephone, e-mail, chat and Web callback contacts.
Proactive List Manager
The Proactive List Manager module facilitates the importing and assignment of outbound calling lists to Proactive Campaigns. It provides the administrator with the ability to manage outbound Proactive Campaign Lists. It furnishes the tools to create draft calling lists, attach them to campaigns, and run the campaigns.
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Administration Manual Interaction Manager
2. System Requirements
IM Telephony Platform - Page 9
2. System Requirements
Because of dependencies on Microsoft BackOffice, IM requires specific hardware and software to be preinstalled on your system. The installation procedures vary, depending on your requirements. Interaction Manager server components can be installed on multiple servers or on a single Microsoft BackOffice Small Business Server. This section contains the following sections describing system requirements: • • • • •
IM Telephony Platform Domain Requirements Network Protocol Hardware Requirements Software Requirements
IM Telephony Platform IM is designed to support a variety of telephony services using TAPI. Prior to installing the IM software package, you must install and configure your PBX. The telephony platform currently supported by IM include: •
INDeX
Domain Requirements IM is based on client/server architecture, that divides processing tasks between clients and servers. Clients (often called the “front end”) request services, such as file storage and printing, and servers (often called the “back end”) deliver them. Server computers typically are more powerful than client computers, or are optimized to function as servers. In Windows NT, server-based networks are organized into what are called domains. Domains are collections of networks and clients that share security information. Domain security and logon permission are controlled by special servers called domain controllers. There is one master domain controller, called the Primary Domain Controller (PDC), that may be assisted by a secondary domain controller called the Backup Domain Controller (BDC) during busy times or when the PDC is not available for some reason. No computer users can access the resources of servers in a domain until they have been authenticated by a domain controller.
Network Protocol Various protocols can be used to facilitate communication among the computers on the LAN (that is, clients and servers). TCP/IP is the most widely used of these protocols, as it is the best choice for supporting heterogeneous networks. TCP/IP Protocol is selected by default during the installation of the NT Server. Our software is supported by this protocol. In choosing TCP/IP, either you must be a DHCP client to a DHCP server or you must supply an IP address, and a subnet mask.
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Page 10 - Hardware Requirements
2. System Requirements
Hardware Requirements Recommendations for hardware requirements are dependent on many variables, including scalability, that should be carefully considered before implementation. Table 2-1 lists minimal hardware configuration standards. Server (S)
Client
PBX Switch Other
• Processor: Intel Pentium II 333 MHz or faster • Memory: 256 MB of RAM • Storage: 4.0 GB of available HD space (6 GB or more recommended) • CD-ROM drive • Network adapter card • Super VGA monitor compatible with Microsoft Windows NT Server 4.0 • Processor: Intel Pentium II 166 MHz or faster • Memory: 128 MB of RAM • Storage: 3.0 GB of available HD space (4 GB or more recommended) • CD-ROM drive • Network adapter card • Super VGA monitor compatible with Microsoft Windows NT WS 4.0, 95 or 98 • Soundcard compatible with Microsoft Windows 95/98/ME/NT WS • Speaker • See Appendices for complete hardware requirements. • Hub • LAN wire connections Table 2-1. Interaction Manager Hardware Requirements
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2. System Requirements
Software Requirements - Page 11
Software Requirements The following sections provide software requirements for: • • •
MS Server(s) IM Server IM Client(s)
Software Requirements for MS Server(s)
The Microsoft software components listed in Table 2-2 must be installed prior to installing IM. Software
Version
Comment
MS Windows NT Server
4.0
To Setup PDC, BDC and member Servers
MS NT4.0 Service Pack
6.0a
MS IIS
-
MS SQL Server
7.0
MS SQL Service Pack
Latest version
MS Internet Explorer
5.5
Full installation
MS NT 4.0 Option Pack
4.0
MS Exchange
5.5
Required for optional Unified Messenger installation.
MS Exchange SP
-
Latest version
MS Chat Service
-
On MS Exchange CD
MS Outlook
98/2000
Table 2-2. Interaction Manager MS Server-Installed Software Requirements
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Page 12 - Software Requirements
2. System Requirements
Software Requirements for IM Server
Table 2-3 lists the software that must be installed on an IM Server prior to installing IM
Software
Version
Comment
MS Windows NT Server
4.0
Standalone server/BDC/PDC
MS NT 4.0 Service Pack
6.0a
MS Internet Explorer
5.5
MS Outlook
98/2000
MS NT 4.0 Option Pack
4.0
Full installation
Table 2-3. IM Server Software Requirements
Software Requirements for IM Client(s)
Table 2-4 lists the software that must be installed on an IM Client prior to installing IM.
Software
Version
Windows 95/98/ME/NT WS
Comment To setup clients NT WS Version 4.0
MS Internet Explorer
5.5
MS Outlook
98/2000
MS NT 4.0 Service Pack
6.0A
Full installation
Table 2-4. IM Client Software Requirements
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Administration Manual Interaction Manager
2. System Requirements
Dependencies - Page 13
Dependencies Table 2-6 shows the elements that need to be installed for each of the iServer Components. Resource Manager
iServer
IEmail ACD Service
IChat ACD Service
IPhone Service
Reporting
Interaction Rules Wizard (serverside)
NT Server 4 .0
X
X
X
X
X
X
X
NT Service Pack 6.0a
X
X
X
X
X
X
X
Exchange 5.5
X
Chat Service Exchange Service Pack
X
Outlook 98 or 2000
.
SQL 7.0 SQL 7.0 Service Pack Internet Information Server (Option Pack 4.0)
X
X
X
X
Transaction Server (Option pack 4.0) Internet Explorer 4.1 or higher
X
X
X
X
X
X
Table 2-6. Installation Requirements for Interaction Manager iServer Components Notes: 1. Resource Manager may be installed on both a server and a client system. Therefore a Windows 95/98/ME or NT Workstation 4.0 system is acceptable. 2. While the table shows that Exchange, SQL and their service packs are not necessary for component installation, they are necessary for the proper operation of Interaction Manager. 3. Once all necessary components are installed, you must identify and record the locations of the iServer service and chat server and other servers when first opening Resource Manager and the other components. 4. To make the total installation work more smoothly, install, configure and test the back office components before you begin to install the Interaction Manager Components.
Telephony Services Requirements Refer to the appendices for information on the switch hardware and software requirements.
Administration Manual Interaction Manager
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Page 14 - Telephony Services Requirements
3. MS BackOffice Installation and Configuration
3. MS BackOffice Installation and Configuration
This section provides a step-by-step sequence for installing Microsoft components. You may have some or all of these already installed on your system. Refer to your BackOffice documentation for installation and configuration of these components prior to installing the IM applications. You can install MS BackOffice components in one system, which will be your main MS Server. To improve performance and reliability we recommend installing the MS BackOffice software on multiple servers. This section contains the following: • • • •
Installing MS BackOffice on MS Server (s) Installing MS BackOffice on IM Server Installing MS BackOffice on IM Client(s) Configuring MS BackOffice
Installing MS BackOffice on MS Server(s)
Table 3-1 shows the order of installation required for MS BackOffice components. For more detailed information regarding these MS BackOffice components, refer to component-specific user (installation) guides. The Internet Information server, SQL server, Exchange server, and chat service can be installed in the same system or on two or more systems. Ensure that the latest Service Packs are installed for each operating system and service. MS Software
Version
MS Windows NT Server
4.0
MS NT 4.0 Service Pack (see Note below)
6.0a
MS Internet Information Server (IIS) MS Internet Explorer
5.5
MS NT 4.0 Option Pack
4.0
MS SQL
7.0
MS SQL Service Pack
Latest version
MS Exchange
5.5
MS Exchange Service Pack
Latest version
MS Chat Service MS Outlook
98/2000
MS NT 4.0 Service Pack (see Note below)
6.0a
Note:
The NT 4.0 Service Pack must be re-applied after completion of any changes to the system configuration. Table 3-1. MS BackOffice Installation
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Administration Manual Interaction Manager
3. MS BackOffice Installation and Configuration
Telephony Services Requirements - Page 15
Configuring MS Back Office and Client and Servers
Table 3-2 lists the components that you must configure prior to installing IM components. Component to Configure
Where to Configure
New Users
User Manager for Domains
Mailbox
Where MS Exchange is installed
Profile
On all Client(s) system(s)
New Group
User Manager for Domains
E-mail Address
MS Exchange Administrator.
Table 3-2. Configurations Required Prior to Installing IM
Installing MS BackOffice on the IM Server
Table 3-3 shows the order of installation for Microsoft BackOffice components in the iServer. This can be a separate system from MS BackOffice Server. Component
Version
MS Windows NT Server
4.0
MS NT 4.0 Service Pack
6.0
MS Internet Explorer
5.5
MS Outlook
98/2000
Option Pack 4.0 (Microsoft Transaction Server)
4.0
MS NT 4.0 Service Pack
6.0
Table 3-3. Required MS BackOffice Components on an IM Server
Installing MS BackOffice on Client(s)
Table 3-4 shows the order of installation for Microsoft BackOffice components in Client(s). Note:
If you are performing an installation on a Windows 95 system on which Winsock2 has not been installed, you will be given and opportunity to install it as soon as you begin the IM setup.
BackOffice
Component Version
MS Windows NT Workstation (or Win 9X)
4.0 (NT)
MS NT 4.0 Service Pack (Version 6.0a)
Ignore for Win 95 and 98
MS Internet Explorer
5.5
MS Outlook
98/2000
Winsock2
For Win95 only.
Table 3-4. MS BackOffice Components Required on Client Systems
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Page 16 - Getting Started
4. Interaction Manager Installation
4. Interaction Manager Installation
The IM software is a client/server application. Prior to installing the server components, it is necessary to have the telephony platform fully installed and configured. There are modifications to the sequence in which installation steps are performed that are switch dependent. Before undertaking the installation of the server and client systems, verify which implementation matches your own. Further assistance can be obtained from your telephony platform provider.
Getting Started Prior to installing and configuring the software it is recommended that you develop a plan for how you want your interactions handled. Elements including expected traffic volume, human and technical resources, hours of operation, and integration with legacy systems should be considered before provisioning the system: • • • • • •
Divide the organization into logical groups Decide what members should be assigned to each group Decide what media each group will handle Determine which pages on the Web will be activated. Make them available to the application. Create Global Groups in NT User Manager Create users using NT manager and assign them to groups. (Remove users from the default domain users group, if you want the users be exclusively the members of define groups).
Installation Process Overview The IM software installation process is an automatic install. At various stages you input information that the system requires about your installation. Follow these steps for installation: 1. Install and configure IM Server Components. 2. Create the IM Database. 3. Configure iServer Settings and create necessary multimedia queues in Resource Manager. 4. Start Services. 5. Install and configure IM Client(s) Components.
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4. Interaction Manager Installation
Server Components Installation and Configuration - Page 17
Server Components Installation and Configuration You can install all of the modules at once or individually. Setup for all components is contained within the IM Installation folder. If after installing the component there is a requirement for reconfiguration, detailed instructions for configuring each module are provided.
Preliminary Considerations
Create a database only by selecting the custom installation option in setup. To create a database, make sure the SQL server and SQL server Agent are running. You can check them from the Service Manager (Start/Programs/Microsoft SQL server/Service Manager) as shown in Figure 4.1.
Figure 4-1. Interaction Manager Installation
Administration Manual Interaction Manager
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Page 18 - Installation Procedure
4. Interaction Manager Installation
Installation Procedure Use this procedure to install all Server components and to create a database. Proceed as follows: 1. Log on to the Domain as Administrator. 2. Open the Installation folder and click Setup. Table 4-1 shows the screens that appear during a custom installation and indicates the action to be taken for each. Screen
Action
Welcome
Click Next.
Setup
Click Next.
Select Folder
We recommended that you accept the default folder by clicking Next.
Setup Type
You have a choice of Typical - Server Components, Typical - Client Components, or Custom. If you do not want to create a database during this installation select Typical - Server Components. Otherwise, select Custom. Typical - Client Components install is discussed later.
Select Components
Select Server Components. If you want to create a database with this installation, also select Create IM Database. Then, click Next.
Select Program Folder
You can accept the default, choose a folder from the list, or type in a folder name. Then click Next.
Start Copying Files
Click Next to start copying files.
Database Setup
Enter the name of the system on which the SQL server is installed. Enter your user ID for the MS SQL Server. Enter your password for the MS SQL Server. Enter the name of the IM database. If this is the first installation, enter the name you want to use for your database. Click Next.
Resource manager Setup
Enter the name of the system on which iServer is installed. Interaction Manager Installation
Table 4-1. Interaction Manager Server Components Installation Screens
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4. Interaction Manager Installation
Installation Procedure - Page 19
Screen
Action
IServerMulticast Setup
Enter the multicast IP address. You can choose from the TCP/IP class D range (224.0.0.1 to 239.255.255.255). Keep the default values for the User, Queue, and Call Port numbers. Click Next.
IServer Telephony Service Select the type of telephony service based on the switch Setup being used. Select TAPI and click Next. iEmail Service Setup
Under Client Type, select: SMTP if Microsoft or any SMTP mail server is installed or if the E-mail ACD address is an external Email account on a SMTP mail server. CDO if you are using Exchange as the Email ACD mailbox. Select Save Attachments to allow attachments to incoming e-mail messages to be transferred to the e-mail message queue. Select Auto Reply to provide an acknowledgement to the sender that the e-mail message has been received. Select Log Debug Trace Information to activate logging of the trace information in a log file (for maintenance purposes).
iPhone Service Setup (CTSettings)
Select your telephony service (TAPI). Select Log Debug Trace Information to activate logging of the trace information in a log file (for maintenance purposes). Click Next. Setup starts copying files.
Setup Status
Lists files being copies and a status bar shows percent of installation complete. When 100 per cent is reached the next screen appears.
Install Shield Wizard Complete
Select Yes, I want to restart my computer now. Click Reboot. After your system reboots, the installation continues with creating the database.
Table 4-1. Interaction Manager Server Components Installation Screens (cont.)
Administration Manual Interaction Manager
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Page 20 - Creating an IM Database
4. Interaction Manager Installation
Creating an IM Database IM is a database-dependent application. It uses the database for storing the interaction data and for queuing incoming interactions. There are two options for creating your database: • •
Select custom installation and create the database as part of Interaction Manager components setup. This is a continuation of the previous procedure. Select custom installation and then select only Create IM database.
Creating a Database as Part of the IM Components Setup
Table 4-2 shows the screens that appear when you set up a database as part of an IM installation. Screen
Action
IM Database Create
Enter the name of the system on which the MS SQL server is installed.
Authentication Information to Create a Database on the Specified SQL Server
Enter your user name (password for SQL Server). You must have permissions to create an IM database. Enter your password. Click OK
Create IM Database
Enter the name of the IM database, if this is the first installation, enter the name you want to use for your database. Verify that the settings on the screen are correct, then click Create. A status bar indicates the status of the database creation. It usually takes about 10 minutes to create a database. When the screen message shows Database created successfully click Finish.
Authentication information for IM package on the specified MS SQL Server.
This screen appears if the database was created successfully. Enter your user name. You must have public and db_owner permissions to the created database on the MS SQL Server. Enter the Password. Click OK. Click Finish to close the application. Table 4-2. Creating a Database
Creating only an IM Database
If you installed the IM components without creating a database and you now want to create a database, proceed as follows: 1. Complete Steps 1 through 6 under "Server Components Installation and Configuration" on page 17. 2. At the Select Components screen, select only Create IM Database. The rest of the procedure is the same as the procedure used in "Creating a Database as Part of the IM Components Setup" on page 20.
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4. Interaction Manager Installation
Setting Up the Startup of Services - Page 21
Setting Up the Startup of Services This section provides procedures for setting up the startup of services, and includes: • • • •
IM iService for MTS IM iChat Service IM iEmail Service IM iPhone Service
Each procedure uses the same screen for setup, only the screen name is changed. Figure 4-3 shows the iService MTS Services screen. The instructions for each vary slightly, so each is given separately.
Figure 4-3. iService MTS Service Screen Note:
Administration Manual Interaction Manager
When a database is created and configured during a first-time installation, it is recommended that all services be selected with “manual” startup. This can changed later to “auto” startup from Control Panel -> Services.
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Page 22 - Setting Up the Startup of Services
4. Interaction Manager Installation
iService MTS Service
If you select TAPI as your telephony API you can run iService MTS service as system Account or Domain Administrator. Under Run Mode, select: Manual if you want to start services manually after windows startup Or Auto if you want to start services automatically after windows startup. Click OK.
iEmail Service
iEmail service may be set to run as an Administrator account or any other account that has proper rights to open the application specific mailboxes (such as the account upon which the Exchange Server was installed). Under Run Mode, select: Manual if you want to start services manually after windows startup Or Auto if you want to start services automatically after windows startup. Click OK.
iChat Service
iChat can run as Administrator or System Account. We recommend to run System Account Under Run Mode, select: Manual if you want to start services manually after windows startup Or Auto if you want to start services automatically after windows startup. Click OK.
iPhone Service
iPhone service can run as Administrator or System Account. Under Run Mode, select: Manual if you want to start services manually after windows startup Or Auto if you want to start services automatically after windows startup. Click OK.
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4. Interaction Manager Installation
iServer Configuration - Page 23
iServer Configuration iServer is responsible for directly accessing the database to monitor all events, both telephony and Internet-generated, and to pass information back and forth between the switch and the client workstations. To access the iServer configuration setup screen, select Start\Programs\ Interaction Manager\iServer\iServer Config. The screen consists of four tabs: • • • •
Licensing Reporting Database Telephony Server
A separate procedure is provided for the Licensing and Reporting tabs in the sections that follow.
Licensing Overview
There are four phases to the Interaction Manager Activation licensing procedure. • •
•
•
Phase 1 Takes place on the iServer and requires a blank, formatted 1.44 disk. This phase prepares the Activation disk for receiving the Activation License File. Phase 2 The Activation disk is placed in the floppy drive. An Activation License File (LicenceInfo.sif) is created and is saved to the Activation disk. This file is sent, via e-mail, to Avaya. The licence activation file (iServer.lic) is returned for copying back onto the disk. Phase 3 Requires that the Activation disk be put back in the iServer machine and the Activate License button to be clicked. This activates the Interaction Manager License. Phase 4 Provides the option of browsing the license file.
After you have finished the licensing procedure, save the Activation Disk in a safe place because it contains a copy of the valid License File that may be needed in the future to help with Tech Support and recovery from any system problems.
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Page 24 - Reporting Configuration
4. Interaction Manager Installation
Licensing Procedure To start the licensing procedure screen, select Start\Programs\ Interaction Manager\iServer\iServer Config. This opens the iServer configuration setup screen. Table 4-3 shows the screens you use when obtaining a license and indicates the action to be taken for each screen Screen
Action
iServer configuration setup
First-time install: Click the Get New License button Update: Click the Update License button.
License information wizard, screen 1
This screen describes the three phases of the licensing procedure. Click Next.
License information wizard, screen 2
Place a blank, formatted disk into your floppy drive. Click Next.
License information wizard, screen 3
Shows the status of the Activation Disk preparation. When the Activation Disk preparation is complete. Click Next.
License information wizard, screen 4
Read the instructions on the screen. Click Finish and proceed with Step 1 below. Table 4-3. Licensing Procedures
1. Put the Activation disk in the floppy drive of the iServer. The LicenceInfo.sif file is copied to the disk. 2. Send this file, via e-mail, to Avaya. An iServer.lic file is returned. 3. Copy the iServer.lic file to the Activation disk and replace this disk into the floppy drive of the iServer. 4. From the Start Menu, select Programs\ Interaction Manager\iServer\iServerConfig. Table 4-4 shows the screens that appear during the license activation and the action required for each screen. Screen
Action
iServer configuration setup
Click Activate License File.
iServerConfig
Click OK.
License file activation
Click OK.
iServer configuration setup
To view license information, click View License File.
License file information
View the license file information and click OK. Table 4-4. Activate License
Reporting Configuration This section provides a procedure for configuring Reporting database. This is done through the internet. Proceed as follows: 1. Open Internet Explorer. 2. Type in the URL address: ///Reporting/index.html. You can find from the system where IIS is installed). 3. When Reporting is opened for the first time, the database should be configured. Select Configure and then Connection from the tree Page 24 - 4. Interaction Manager Installation 38DHB0002UKFE – Issue 1 (06/01)
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4. Interaction Manager Installation
4. 5. 6. 7. 8.
Client Components Installation - Page 25
Enter the MS SQL Server Name. Enter your User ID for the MS SQL Server user account. Enter your Password for the MS SQL Server user account. Enter the Database Name. Click Configure.
Client Components Installation In a Typical Installation you install only iContact on your system. If you want to install other components, select Custom Installation and follow the on-screen explanation. Proceed as follows: 1. Log in to the Domain with local Administrator rights. 2. From the installation folder click Setup. Note: If you are installing on a Windows 95 system, you might initially see a screen telling you to upgrade Winsock2. If you see this screen, click Download Now. After you have downloaded and installed Winsock 2, restart Setup. If you are installing on a Windows 95/98/ME system, make sure you select User Level Access in Network Properties. This must be done before you run the installation. Table 4-5 lists the screens that appear during component installation on a workstation and describe the action to take for each screen. Screen
Action
Initial screen
Click Next.
Select Folder
We recommended that you accept the default folder. Click Next.
Setup Type
This procedure assumes you have selected Custom. If you select Typical only iContact is installed. Click Next.
Select Components
This screen appears only if you have selected the Custom install. 1. Select Client Components. 2. Click Next.
Table 4-5. Client Components Installation Screens
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Page 26 - Client Components Installation
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Screen Select Program Folder
Start Copying Files iContact Client Interface Setup Setup Status
InstallShield Wizard Complete
Action You may: • accept the default folder. • select a folder from the list • type in the name of a new folder. Click Next. This screen summarizes the selections you have made. Click Next. 1. Enter the Name of the Server on which iServer is installed. 2. Click Next This screen shows the status of the client-side installation. If you are asked to reboot your system, click Yes and the installation will be completed. Click Finish. Select Yes, I want to restart my computer now. Click Reboot.
Table 4-5. Client Components Installation Screens (cont.)
iContact Configuration
iContact converts the PC to an all-in-one communications and data tool by allowing enterprise knowledge workers to prioritize and manage all interactions from one interface. A user can see queued e-mail messages, Web calls, and live voice calls and communicate with group members from one centralized view. iContact configuration must be done after you log on as a Domain user. If more than one person is going to use iContact on the same system each must log on to the Domain and run the iContact configuration. To begin the configuration, go to: Start\Programs\ IM\iContact\iConfig Table 4-6 lists the screens that appear for configuring iContact and indicate the action to be taken for each. Tab iContact Configuration, iServer tab iContact Configuration, Telephony tab
Action Enter the Name of the iServer. 1. Click Save 2. Click Close. 1. Enter the Position ID for the ACD (extension number) 2. If the switch supports Support Directory Number (SDN), select Support Directory Number and enter the DN number 3. Enter the Outbound Dial Prefix (for example 9). Click Save 5. Click Close.
Table 4-6. iContact Configuration Screen Tabs
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4. Interaction Manager Installation
Client Components Installation - Page 27
Proactive List Manager Configuration
The Proactive List Manager module facilitates the importing and assignment of outbound calling lists to Proactive Campaigns. It provides the administrator with the ability to manage outbound Proactive Campaign Lists. It furnishes the tools to create draft-calling lists, attach them to campaigns and run the campaigns. To configure Proactive List Manager proceed as follows: 1. Start Proactive List Manager by going to Start Menu/programs/ interaction manager/proactive list manager 2. When Proactive List Manager has started, from the menu bar Select files/db properties 3. In the Proactive Database Configuration Screen: a. Enter SQL Server Name b. Enter User ID c. Enter Password d. Enter Database Name e. Click Save and then Close
Modify, Repair or Remove Interaction Manager
It is not necessary to re-install the entire Interaction Manager application when you need to make modifications to your setup. To do this, run the setup program from the CD ROM. The Welcome screen presents you with the options provided as shown in Table 4-7. Option
Description
Modify
Install selected component and removes cleared components.
Repair
Reinstalls all program components installed by the previous setup.
Remove
Removes all installed components. Table 4-7. Re-Install Options
1. When you have made your selection click Next. 2. In the Select Components screen clear the components you want to remove, select the components you want to install, and leave everything else unchanged. Then click Next. 3. At the Start Copying Files screen you can review your settings. If you want to change any settings, click Back. If you are satisfied with the setting, click Next to being copying.
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Page 28 - Introduction
5. Begin Using Interaction Manager
5. Begin Using Interaction Manager Introduction Prior to using IM, the following steps must be performed in sequence: 1. 2. 3. 4. 5. 6. 7. 8.
Run Resource Manager Configure the iServer Settings Synchronize the active domain Creat multimedia groups and map them to the groups Set up the startup of the services Stop services Set up the current domain for the Reporting Application Edit web site pages for Chat and Web Callback.
Running Resource Manager After completing installation of the server side components you must open the Resource Manager module. The first time you open Resource Manager, iServer Settings will automatically appear. It is necessary to supply all the information before proceeding with the rest of the installation.
iServer Settings
You must create two e-mail addresses to be able to receive Web CallBack requests. (Appendix A). Go in to NT User Manager and create two users: • •
wwwemail wwwasp
If the MS Exchange is on the same server you will receive a popup screen that automatically creates a mailbox for each user. If MS Exchange is located on another server it is necessary to create a mailbox for that user. When entering these addresses in iServer Settings, the information should be identical to information created in MS Exchange. The information to enter in the iServer Settings screen is shown in Figure 5-1.
Figure 5-1. iServer Settings Screen Page 28 - 5. Begin Using Interaction Manager 38DHB0002UKFE – Issue 1 (06/01)
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5. Begin Using Interaction Manager
Synchronize Active Domain - Page 29
Chat Server Configuration
Chat Server
E-mail Configuration
e-mail Server
Switch/PBX Configuration
Name Server Name Logical ID Internal extension digits
Select your telephone switch TAPI 1-6
Web Call Back Configuration
e-mail Route Point e-mail Login ID Password e-mail Domain e-mail ASP URL ASP e-mail Profile
wwwemail@ wwwemail wwwemail Domain Name> http:///WebCallBack/CDOmail.asp wwwasp@
Chat Wizard Configuration
Chat ASP URL
http:/// Chat/chat.htm
Synchronize Active Domain After Resource Manager has opened, go to the menu and click Preferences. Select Synchronize, choose your Domain, and click Synchronize. Then click Close.
Startup of Services When the installation of Interaction Manager is complete the IM services should be started. These services are called IM iChat Service, IM iEmail Service, IM iPhone Service and IM iService for MTS and they can be accessed by clicking on Start -> Settings -> Control Panel -> Services. To Start/Stop each service you should select the service by scrolling down the list and clicking on a service and then click on the Start/Stop button. Each service can be configured to start automatically during the IM installation or by clicking on the Startup button on the Services screen and selecting "Automatic" as the Startup Type.
Stopping Services There may be times when you need to Stop the MTS packages, such as after an iContact client crash. In order to stop the packages you click on Start -> Programs -> Windows NT 4.0 Option Pack -> Microsoft Transaction Server -> Transaction Server Explorer and then expand the Microsoft Transaction Server folder. Click on Computers -> My Computer -> Packages Installed then right click on package and select the Shutdown option. It is not necessary to Start the MTS package and the first Client connection attempt will start the package.
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Page 30 - Setting Up the Current Domain for IM Reporting
5. Begin Using Interaction Manager
Setting Up the Current Domain for IM Reporting When you install Interaction Manager Reporting and configure the database, the network information is not yet synchronized, using Resource Manager, so you cannot set up the active domain in Reporting. After you have synchronized the domain (see "Synchronize Active Domain" on page 29) and proceed as follows: 1. Open Internet Explorer. 2. Go to http:///reporting/index.html. Domain:Unknown appears in the left frame index. 3. Click on Domain. The domain branch expands. 4. Click on the active domain, the one you synchronized. Domain: now appears in the left frame index. You can now start using Interaction Manager Reporting.
Create Web Site Pages for Chat and Web Callback This section provides information about creating web site pages for Chat and Web Callback.
Creating a Web Site Page for Chat
You might already have one or more web (HTML) pages on your web site that you want to activate with text chat. You should take the HTML file and pass it through the Interaction Rules Wizard (Chat Wizard) and deploy the output files back into your web server. If you want to activate several pages on your web site with chat, and you want to forward these chat pages to different queues, you should initially create one chat queue per page. This is a sample of an HTML page before applying to the Chat Wizard: FlyAway Inc. FlyAway Inc. Frequent FlyAway
Earn free travel with FlyAway Miles. Sign up today!
Vacation Packages
Great prices to Scandinavia, Germany and England!
Members Page
View your FlyAway Miles Account, and keep track of your bookings
. Travel Planner
Plan your trip from start to finish
About FlyAway
Find out more about our company, our history and our future
Bonus Airmiles
Earn extra FlyAway miles on your next trip to the States
Business Class
FlyAway Business Class means maximum flexibility and freedom of choice
Were to find us
Find out which FlyAway agency is nearest to you Copyright © 1999 FlyAway Inc
All Rights Reserved
After you apply your web page to the Chat Wizard, the contents of the web page will look like the following: FlyAway Inc. Sub Window_OnLoad(). objTimer=window.settimeout("ChatWizardTimer()",10000) End Sub Sub ChatWizardTimer() dim w
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w=window.open("chatpopup.htm","ChatWindow","resizable=no,scrollba rs=no,toolbar=no,location=no,directories=no,status=no,menubar=no,widt h=280,height=320,top=50,left=50" ) End Sub FlyAway Inc. ... ... All Rights Reserved
In addition to your file, the Chat Wizard asks you to type in a name for the pop up window file. The name that you provide will be added to the original HTML file. In the above example, the name of the file is "chatpopup.htm". After you finish the Chat Wizard, you need to deploy two files back to your web server: Your original HTML file (now is changed by Chat Wizard but still has the same name) and your pop-up window file (chatpopup.htm in the above example). Both files should co-exist of the same folder on your web server. The contents of the chatpopup.htm file: Chat Window
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5. Begin Using Interaction Manager
Create Web Site Pages for Chat and Web Callback - Page 33
Welcome If you would like to chat with a member of our organization now, please enter your name and click the link to start.
Powered by Avaya.com
.Begin Using Interaction Manager
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Page 34 - Creating a Web Site Page for Web Callback
5. Begin Using Interaction Manager
Creating a Web Site Page for Web Callback You might already have one or more web (HTML) pages on your web site that you want to activate with Web Callback. You should take the HTML file and pass it through the Interaction Rules Wizard (Web Callback Wizard) and deploy the output files back into your web server. If you want to activate several pages on your web site with Web Callback, and you want to forward these Web Callback pages to different queues, you should initially create one Web Callback queue per page. This is a sample of an HTML page before applying to the Web Callback Wizard: FlyAway Form FlyAway Inc. Get the best price! Fill out this form and we will send you the best prices available for your dream vacation. Name: Phone: . Account #: E-mail:
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5. Begin Using Interaction Manager
Creating a Web Site Page for Web Callback - Page 35
General:
After you apply your web page to the WWW Wizard, the contents of the web page will look like the following: . FlyAway Form FlyAway Inc. Get the best price! Fill out this form and we will send you the best prices available for your dream vacation.
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Page 36 - Creating a Web Site Page for Web Callback
5. Begin Using Interaction Manager
Name: Phone: Account #: . E-mail: General:
After you finish the WWW Wizard, you need to deploy the file back to your web server: Your original HTML file (now is changed by WWW Wizard but still has the same name)
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Appendix A
Configuring New Users and Mailbox Setup - Page 37
Appendix A Configuring New Users and Mailbox Setup You must create users and their mailboxes in order to receive and send e-mail. Also you need to create virtual users and mailboxes for e-mail queues and web call queues so they can be routed to different groups. For more information about creating groups, users, and mailboxes please contact your administrator.
Configuring a New User 1. 2. 3.
Return to the MS Server(s) where MS Exchange is installed. Log in as Administrator. From the Start menu select Programs\Administrative\Tools\User Manager for Domains. 4. Select New User from User on menu bar. The User Properties opens. 5. In the User Name text box enter the User name (wwwemail or wwwasp). 6. Enter the Password. 7. Confirm Password 8. Check the User Cannot Change Password option. 9. Check the Password Never Expires option 10. Click Add.
Mailbox Setup 1. 2. 3. 4. 5. 6.
From the Start menu select programs: /Microsoft exchange/exchange Administrator. From the Properties window, select the General tab. Enter the e-mail address in the Name, First, Display and Alias fields. After making changes click Apply and then OK. To add more e-mail address users click Add. Click Close.
Creating a Global Group 1. 2. 3. 4. 5. 6.
Administration Manual Interaction Manager
Log in as Administrator. From start menu select Programs\Administrative Tools\User\Manager for Domains. Select New Global group from User on menu bar. The New Global Group screen opens. In the Group Name text box enter the name of the group. Select User(s) from the Not Members list and click Add. Click OK.
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Page 38 - Configuring the Index Switch
Appendix B
Appendix B Configuring the Index Switch The following instructions provide all the necessary information for configuring the INDeX for working with Interaction Manager. For details on how to log on, program, backup and store databases on the INDeX, refer to the INDeX Installation and Programming Manuals. Check that your network configuration meets the minimum specification shown earlier in this Installation manual. Prior to installation ensure that you have at least CT Integrator Server version 2.06 and Access Manager version 1.1a05 installed and running on your INDeX’s telephony server. For details refer to the INDeX CT Integrator Installation Manual and the INDeX Access Manager/Delta Server User Guide. If neither Access Manager nor CT Integrator exist in your current configuration follow the installation instructions provided in this Appendix. (These components are used by other INDeX applications such as INDeX Voice Manager and Call Center Manager). All INDeX Manuals and User Guides are available from our web site http://www.sdxplc.com. For an overview of the application structure, refer to the architecture diagram in the Introduction section of this manual.
Required Network Data Ensure that you have all of the information in Table 5-1 from your network administrator before you commence installation: NT Domain Name NT Administrator logon NT Administrator password Switch Server name MS Chat Server Name E-Mail Server Name IIS Server Name Net Domain Primary Domain Controller (PDC Name) iServer name SQL Server name (SQL) User ID (SQL User ID) password (SQL) Database Name Media queue 1 Extension no
Table 5-1. Required Network Data
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Appendix B
Overview of INDeX Installation Procedure - Page 39
Overview of INDeX Installation Procedure To install IM successfully on INDeX, perform the following actions in sequence: 1. 2.
3.
4.
5. 6.
7. a.
Administration Manual Interaction Manager
Initial Setup of INDeX. See page 40. Configuring (Switch) Telephony Server for INDeX & CTI. This is the NT Server where both the Access Manager and the CTI are resident. a. Set up NT User accounts for CTI b. Install Access Manager and CTI components c. Run TCM application d. Starting CT Integrator Server e. Check Operation of Access Manager f. Check Operation of CT Server g. Installing the special CT Integrator TAPI Service Provider h. Add the /INDeX specific TAPI driver Adding MS Users and Groups. Refer to Appendix A a. Configure New User and Mailbox Setup. Refer to Appendix A, Configuring New User and Mailbox Setup b. Create Global User Groups. Refer to Appendix A, CreatingGlobal Groups Installing Server components & creating a database a. Check SQL b. Start Installation Wizard c. Setting up the IM database Setup INDeX Specific TAPI iServer configuration a. Set up NT and e-mail accounts for Web Callback b. Set up Global Group for Web Callback c. Set up iServer d. Additional Settings Client (iContact) Setup Setup MS components, check e-mail and Intranet access b. Installing Client components c. Configure iContact.Configuring the Index Switch
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Appendix B
Initial Setup of INDeX The INDeX CT Integrator Server communicates with the INDeX switch through an INDeX application called INDeX Access Manager. For to be installed it is necessary to have both INDeX CT Integrator Server and Access Manager installed and running. No INDeX licences are required for ’s use of CT Integrator. IM has separate licensing arrangements which are outlined in earlier chapters of this manual. INDeX CT Integrator Server and Access Manager may be already present in your PBX configuration (i.e. if any one of the IVM, CCM, NOCpro or INDeX Digital Recorder applications is in use). If these are not already present in your configuration a simplified installation procedure is outlined in the following pages. Please note that this procedure does not provide complete CT Integrator functionality; this is controlled by separate INDeX server licences. For details on full CT Integrator installation please refer to the CT Integrator Installation Manual (38HSC00001SCJ). For detailed instructions on how to log on to the INDeX's Administration program, refer to the INDeX Programming Manual (38DHB002UKDJ). For initial setup of INDeX, perform the following: 1. 2. 3. 4. 5. 6.
Check that the INDeX is at Level 9.02+ (minimum). Connect to INDeX and log in to the INDeX Administration program with the User name & Password (consult your System Administrator for the password). Go to Linecard Information. IM requires analog extension ports for it’s media queues. These ports must not be physically connected to any device nor configured in any groups in the INDeX. Check that the analog ports selected are not in ANY group (in default they would be in the ‘all extensions’ and ‘night service groups’). Backup the database and exit from the INDeX Administration program.
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Appendix B
Initial Setup of INDeX - Page 41
Configuring the Telephony Server for INDeX & CTI
INDeX CT Integrator is required for to communicate with INDeX. In order to run, CT Integrator must log on to a MS Server Group Domain with both a unique User name and Password. Setting up NT Users and accounts for CTI On the iServer (which is where Access Manager and CT Integrator will be loaded if not already present) it is necessary to enable the Guest account and create an NT user account with the following: Username:
ctiservices
Password:
cti
The user "ctiservices" must belong to the Administrator for the Domains group and have advanced user right to “log on as a service” as detailed below. Refer to Appendix A, Configuring New User and Mailbox Setup for screen details and perform the following. 1. 2. 3. 4. 5. 6.
7. 8. 9. 10. 11.
From the User Manager screen, double click on the Guest Username. Ensure that ONLY the "User Cannot Change Password" and "Password Never Expire" boxes are ticked. Click OK. Click User|New User and enter ctiservices in lowercase as Username. Enter cti in lowercase as a Password and Confirm Password. Ensure that ONLY the "User Cannot Change Password" and "Password Never Expire" boxes are ticked. Click Groups, highlight Administrators, click Add and then OK.Configuring the Index Switch
Click Add, then Cancel on the properties tab and then click Close. Click Policies|User Rights and then tick the Show Advanced User Rights box. In "Right" roll down box select "Log on as a service". Click Add, Show Users, ctiservices, Add and then click OK. Click OK to close User Rights Policy Box. Close User Manager box.
Installing Access Manager and CTI Components Both CT Integrator Server version 2.06 (min) and Access Manager version 1.1a05 (min) must be installed and running on your Iserver (ideally, but could be on any PC on your Administration Manual Interaction Manager
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Appendix B
network). To install these applications you will require an INDeX Application CD containing the versions (or higher) shown above. Perform the following instructions sequence: INDeX 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32.
> Access Manager
> CT Integrator
> iServer
Insert the CD in your CD ROM drive of your Iserver. This should autostart an installation Wizard. If not go to the directory and run the INDeX Install program. Click Next. Enter the drive letter( of CD ROM), followed by a colon and backslash i.e.(Z:\) (or select the networked drive from the browse button). Click Next. Click on "Server Components". Click Next twice to choose Full Installation. Click on Next to start without a backup. Tick on "CT Integrator Server 2.06" to install CTIAPI.DLL. Tick on "INDeX Access Manager 2.02+". Ensure no other components are selected. Click on Next and in the next box click on Install. If requested, click "U.S. English" and then click OK. Click Yes to the entire Pre-installation Checklist and then click OK. Click Next at the Welcome screen. Ensure only INDeX CT Integrator Server and Network Installer are ticked. Click Next four times to accept default destination folder, defaultarchive folder and default Network Client folder. Click "No" for Backup Replaced Files. Click Next twice to accept default Program folder. Click Next again. At the NT Service Account box enter username ctiservices and password cti. Click Next twice to commence installation. If requested select English and click OK. Please wait for the Access Manager Installation Screen. At the INDeX Access Manager Installation Welcome Screen, click Next. Click Cancel to return to Windows without restarting. At the INDeX Install Wizard screen, click Back until the ‘Please choose the component type.’ screen appears. Click Client components and then click Next. Enter the server name (name of PC that you are installing software on) and then click Next. Select INDeX CT Integrator Client 2.05 from the option box and click Install. If required, select U. S. English and click OK. Click next and in the next box click Next for default destination folder. Tick no to backup files and then click Next four times to accept default components, default program folder and to install files. Click OK on any error messages. At the Installation completed screen click Finish. At the INDeX Install Wizard click Finish. Please restart the PC (be patient whilst the PC shuts down) and log in as local Administrator. Once the PC has restarted from the INDeX Applications CD, perform Start Run Setup from the root directory. This will install TSP synchronizer (a service required for TAPI).
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Appendix B
Initial Setup of INDeX - Page 43
33. On completion, remove CD. Starting CT Integrator Server To avoid accidental closure, it is advisable to clean up the desk top by minimizing the Access Manager. Perform the following: 1.
Go to the Control Panel and open the INDeX CT Integrator Server Option.
2.
If the INDeX (es) Connected to CT Integrator Server box is empty, then go to the next step. If the INDeX (es) Connected box contains an entry, highlight it and click Edit and proceed to step 7. 3. Click Add and type in xxxxx (name for Access Manager) in the Name Box (this is the alias). 4. Type in the Host Machine name (this is the computer name of the PC where Access Manager is located) and click Connect OR. 5. Click Find, highlight the computer name and click Connect. 6. If you cannot find the computer consult your network administrator. 7. Click Test and then click OK. 8. The PC should return a “test was successful” message after a couple of minutes. (If this does not happen consult your network administrator.) Click OK. 9. Set the logging threshold to 20. 10. Click OK and then, on the Add Access Manager box, click OK. 11. Click OK on the CT Integrator Server Configuration box followed by Yes to restart the CT Integrator Server. Checking Operation of Access Manager 1. Maximize Access Manager from the taskbar. 2. Click on the Settings tab and then on the displayed Event Viewer tab. 3. Tick CTI msg. and then click on the Main Event Viewer Tab. 4. Some message activity will be present if there is some activity on the INDeX. If not consult your network administrator.) 5. Untick the cti msg option in Event Viewer tab (this is for diagnostic purposes only and will affect performance if left selected). 6. Minimize (DO NOT CLOSE) the Access Manager Window.
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Page 44 - Initial Setup of INDeX
Appendix B
Checking Operation of CT Server 1. Click Start|Programs|INDeX CT Integrator|Select INDeX CT Integrator Server. 2. The INDeX CT Integrator Server box should contain the name you assigned to Access Manager. 3. Click Permissions. The screen should refresh. (If this does not happen consult your network administrator.) Click OK. 4. Click Start|Programs|INDeX CT Integrator|Activity Viewer. 5. Click Settings|Logging Threshold, and set the level to 20. Click OK. 6. Click Activity and ensure Live View is ticked. Messages should be displayed when there is activity on a handset. (If this does not happen consult your network administrator.) . 8. Click Settings|Logging Threshold and return the level to 5. Click OK. 9. Close the Activity Viewer.
Adding NT Users and Groups
MS users are required for e-mail accounts, for exchange/outlook, for users to log-on the network and use the iContact ( ’s client interface). These users are likely to exist already, except for specific ones, i.e. wwwemail. Add New Users/Agents Refer to Appendix A, Configuring New User and Mailbox Setup for details. Repeat the procedure for each new user. Enter specific names and passwords for each new user. Setting up NT and e-mail accounts for Web Callback 1. On the Windows NT PDC, login as the NT Administrator (if not already done). 2. Click Start|Programs|Administrative Tools (common)|User Manager for Domains. 3. Click User and then New User. 4. Enter the name wwwemail and enter a password. 5. Confirm the password and ensure that both the “User cannot change password” and “Password never expires” options are ticked. Click Add. 6. The MS Exchange ‘add an e-mail account box’ should appear. 7. Enter wwwemail as a first name, click Apply and then click OK. 8. Repeat the above steps with a name of wwwasp (password set to password). Set up Global User Groups Refer to Appendix A, Creating Global Group. Give each group a name and select, from the New Users/Agents defined above, the users to be added to the new group. Delete any others listed. Repeat the procedure for each new group. Setting up Global Group for Web Callback 1. Close the ‘new user’ dialog box. 2. Click User and click New Global Group. 3. Enter Web Callback for the Group Name. 4. Select wwwemail and wwwasp and add them to the group (remove any others). 5. Click OK and close User Manager for Domains. When you have finished with the last step, restart the computer and log on with Administrator rights.
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Appendix B
Installing Server components & creating a database - Page 45
Installing Server components & creating a database With the INDeX Telephony Server and CT Integrator configured, it is necessary for the Server components to be installed and a database created.
Checking SQL database
For details concerning the PC where the SQL 7.0 is loaded, refer to the Server Components Installation paragraph of this manual. 1. 2. 3.
Click Start|Programs|Microsoft SQL Server 7.0|Service Manager. SQL Server and SQL Server Agent should both be running, if not start them. Close Service Manager.
Starting Installation Wizard
For details refer to the Server Components Installation paragraph of this manual.
Setting up the IM database
For details, refer to the Creating an IM Database (using option A) paragraph of this manual. Setting up the Startup of Services For details, refer to the Setting Up the Startup Services paragraph of this manual. iServer - Licensing For details refer to the Licensing paragraph of this manual.
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Appendix B - Page 45 38DHB0002UKFE – Issue 1 (06/01)
Page 46 - Setting up INDeX Specific TAPI
Appendix B
Setting up INDeX Specific TAPI To make the TAPI/Telephony interface operate correctly, is necessary to setup INDeX specific TAPI. 1.
Click Start|Run, enter TCMAPP and then click OK. This will open the ‘TAPI Administration Application’ 2. From the User menu select ‘Add User to this Telephony Service’. 3. From the ‘Add Users and Groups’ dialogue select and add users or groups to be associated with lines/extensions and click on the OK button. 4. The Domain or Computer names, dependent on the types of Users or Groups selected, will be listed. If necessary click on the ‘+’ symbol to expand the tree. 5. Select the previously added user or group in the tree and then select ‘Change Selected User’s Line Access’ from the User menu. 6. The ‘Change Line Device Access for Selected User’ dialogue will be displayed. This will list all the extensions (referred to as ‘Lines’ by TAPI) registered in the switch. 7. If the dialogue is blank, close and save TCMAPP, open Services from the Control Panel and select the Telephony Service. Stop it and then restart it. Once the Telephony Service has started, close Services and Control Panel. Run TCMAPP, select the user or group in the tree and then select ‘Change Selected User’s Line Access’ from the User menu. The dialogue should now be populated. 8. From the list select only the lines/extensions to be associated with the user and IM queues i.e. all extensions which the TAPI Server will be required to control, this must include all of the dummy extensions set-up to be the targets of incoming calls for Interaction manager queues. 9. Once selected click on the OK button. 10. The selected extensions will be shown associated with their user or group. If required set-up in the same way for other Users or Groups 11. From the User menu select ‘Add User to this Telephony Service’. From the ‘Add Users and Groups’ dialogue select and add Domain Users. Click OK. 12. Click on the ‘+’ symbol to expand the tree. 13. Select Domain Users and then select ‘Change Selected User’s Line Access’ from the User menu. 14. From the list select both analog ports and d[n] of agents by clicking on them whilst holding down the Ctrl key. 15. Once selected click on the OK button. 16. The selected extensions will be shown associated with their user or group (you may need to expand the tree to see this). 17. When finished exit TCMAPP and click on Yes to save changes. Note: It may be necessary to reconfigure TCMAPP whenever the TAPI Service Provider (TSP) file is reinstalled or upgraded.
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Appendix B
iServer Configuration - Page 47
iServer Configuration To configure the media queues for , perform the following:
Setting up iServer 1. 2. 3.
4. 5. 6. 7. 8. 9.
Double click the Resource Manager shortcut from your desktop. Click OK to set up the iServer. At the iServer Settings box, enter the following details: Chat Server
(MS Chat Server Name)
Switch Name
INDeX.
Server Name
(Switch Server Name)
Logical ID
TAPI
Internal Extension Digits
3 or 4 (depends on site config)
Chat ASP URL
http:/// Chat/chat.asp
E-Mail Server
(E-mail Server)
Email Route point
Wwwemail@
Email Login ID
Wwwemail
Password
Password (case sensitive).
Email Domain
NT Domain Name
Email ASP URL
http:///WebCallBack/CDOmail.asp
AsP Email profile
Wwwasp@.
Once the settings have been entered click OK. At the Resource Manager dialog box click OK. At the Resource Manager screen click Preferences and then Synchronize. Select your DOMAIN (NT Domain Name) and click synchronize, click Yes. Once the ‘Synchronizing was completed successfully’ message appears, click close. Close the Resource Manager screen.
Additional Settings
Add the user IMMTS User to the Administrator group.
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Appendix B - Page 47 38DHB0002UKFE – Issue 1 (06/01)
Page 48 - Client (iContact) Setup
Appendix B
Client (iContact) Setup The following instructions ensure that telephony/e-mail/web is working before configuring Components/iContact.
Checking MS components (e-mail and Web access) 1. 2. 3. 4. 5. 6. 7. 8. 9.
Log in at a client machine with the user name for local Administrator and connect to the NT domain. Close the Welcome to Windows box. Please wait whilst Internet Explorer sets up personalized settings. Click Start|Programs|Microsoft Outlook. You should be able to send a message to the Administrator or any previously set up users and close Outlook. Open Internet Explorer. Click OK on the error message. Change the address field to http:// (IIS Server name). You should see the web page setup on your web server. Close Internet Explorer.
Installing Client components 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.
Start Installation Wizard (from the CD) and click Next Accept the License Agreement, click next. Click next at the Setup Screen. Click Next to accept the default Destination Folder. Click Typical and then click Next twice to accept the default program folder . Click Next to start copying. At iContact Client Interface Screen enter the iServer name and click Next. Once the InstallShield Wizard Complete dialog box appears, click Finish to reboot the client. Once the PC has rebooted, login as Administrator on your domain.Configuring the Index Switch Click OK against the System Notification that “Change System Time” right has been granted. (If this does not happen consult your network administrator.) Click Finish to complete setup. Click Start|Shut Down Windows|Close all programs and log on as a different user. Logon as a user to your domain, close the Welcome Screen and close all open windows.
Configure iContact 1. 2. 3. 5. 6. 7. 8. 9.
Click Start|Programs| Interaction Manager|iContact client interface|iConfig. Click on the iServer tab and enter the name of the iServer. Click Save and the click on the Telephony tab. Enter the associated extension or user number in the PID box. Enter 9 in the Outbound Dial Prefix box.(if that is the PSTN access code). Click Save and Close. Put the phone associated with the client into ‘No Calls’. Go offhook on the handset. This should be the last time you touch any buttons on the phone!
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Appendix B
Diagnostics - Page 49
Diagnostics Check iContact is Functional 1. 2. 3. 4. 5. 6. 7. 8. 9.
Double click on the iContact icon on the desktop. Tick Microsoft Exchange Server and click Next. Enter the name of your Exchange Server (e-mail server). Click Next (three times) for defaults. Click Finish. Close iContact. Open iContact again and click OK against the default Outlook profile. If the No-Entry icon is shown at the top left of the screen, click it so it changes to a green tick. Check the associated phone is not in a “No Calls” state.
Check CT Integration 1. 2. 3. 4. 5.
Other clients
Administration Manual Interaction Manager
An incoming call should now be automatically answered by the iContact client. Click Hangup. Click Close. Tick Contact Complete. Click OK.
For the other users you must perform the steps detailed in Client
Appendix B - Page 49 38DHB0002UKFE – Issue 1 (06/01)
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. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya, or others. Intellectual property related to this product (including trademarks) and registered to Lucent Technologies has been transferred or licensed to Avaya. This confidential document is the property of Avaya and without its prior written consent may not be disclosed to a third party nor copied. Any comments or suggestions regarding this document should be sent to "
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38DHB0002UKFE – Issue 1 (06/01)
