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Avaya 38HBK00001SCM manual Introduction, Limitations, INDeX Contact Centre Modules, Page

Models: 38HBK00001SCM

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Introduction

Limitations

The following diagram shows the INDeX Contact Centre Manager connectivity, for systems of 15 agents and below, where an INDeX Voice Manager is present.

INDeX Contact Centre Modules	Page 10
Installation & Maintenance	38HBK00001SCM - Issue 11 (05/01)

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Avaya 38HBK00001SCM manual Introduction, Limitations, INDeX Contact Centre Modules, Page, Installation & Maintenance

Contents

Installation & Maintenance INDeX Contact Centre ModulesInstallation & Maintenance ContentsContents 38HBK00001SCM - Issue 11 05/01Overview INDeX Telephone System INDeX Access Manager INDeX Delta ServerIntroduction INDeX TaskbarIntroduction Installation & Maintenance38HBK00001SCM - Issue 11 05/01 OverviewOption 1 Server PC SPC5 Supporting Max 5 Clients System SpecificationComputer Systems Option 2 Server PC SPC10 Supporting Max 10 ClientsConnecting the INDeX CCM Server System SoftwareSpecification Wallboard DevicesIntroductionSystem Specification SpecificationLAN Utilisation Installation & Maintenance Limitations15 Agent Systems and below 38HBK00001SCM - Issue 11 05/01Introduction Installation & Maintenance38HBK00001SCM - Issue 11 05/01 LimitationsINDeX CCM Client PC Systems above 15 AgentsINDeX CCM Server PC Introduction Installation & Maintenance38HBK00001SCM - Issue 11 05/01 LimitationsIntroduction Installation & Maintenance38HBK00001SCM - Issue 11 05/01 LimitationsPC Configuration OverviewServer PC - SPC20 Max 20 Clients Install Windows NT Server3. Press Enter To setup Windows NT now 9. With The above list matches my computer highlighted, press Enter28. With 2 Installing Windows NT Networking selected, click Next Install Windows NT Server Service Pack 6a 3. Click to select Accept the License Agreement38HBK00001SCM - Issue 11 05/01 PC ConfigurationInstallation & Maintenance Server PC - SPC20 Max 20 ClientsCreate NTFS Partition using Disk Administrator 7. Click OK 8. From the Confirmation screen, click Yes to continue 6. Click to select Assign Drive Letter, and select letter E11. Click OK 14. Click OK to initiate system shutdown Install Display Adapter 5. Click NIC Software 6. Click NIC Drivers and Diagnostics Install EtherLink PCI Network Interface Carda Run the Pre-installation Program 7. Click Install NIC Driverc Connect the NIC to the Network TCP/IP Networking Setup Changing a Server/Client PC to TCP/IPIPX/SPX Frame Type Networking Setup 4. Click PropertiesInstall ADR OnStream Tape Drive 9. With Install and Start Service selected, click OK Install Advantech PCI Wallboard Comms CardJumper Settings Install Microsoft SQL 8. Enter the “10 digit CD Key” and then click OK to proceed 11. Click Browse associated with Data Files Install Microsoft SQL 7.0 Service Pack Install ODBC Open Database Connectivity IT IS HIGHLY RECOMMENDED TO RESTART THE PCWindows NT Server Modifications Regional SettingsGuest Account Event Log Settings Sharing the Hard Drives Server PC Setup - SPC5/10 Create NTFS Partition using Disk Administrator7. Click Yes to save the changes 26. With 2 Installing Windows NT Networking selected, click Next Client PC Setup Windows NT - WorkstationInstall Windows NT 4.0 Workstation 10. With Create partition of size in MB 1000 highlighted, press EnterInstall Service Pack 6a Windows NT Workstation 4.0 ModificationsMap Network Drive Sharing INDeX CCMSharing INDeX Taskbar Install ODBCInstall Display Adapter 5. Select Install the most common components recommended, click Next Client PC Setup WindowInstall Windows Format Hard DriveInstall Display Adapter Windows 98 ModificationsRegional Settings 5. Click NIC Software 6. Click NIC Drivers and Diagnostics 1. Run the Pre-installation ProgramInstall EtherLink PCI Network Interface Card 7. Click Install NIC DriverTCP/IP Networking setup 3. Connect the NIC to the NetworkNetwork IPX Frame Type 3. Click IPX/SPX compatible Protocol, click PropertiesInstall ODBC Sharing INDeX CCMSharing INDeX Taskbar Map Network DriveWindows 2000 Modifications Client PC Setup WindowsInstall Service Pack Regional Settings2. From the Control panel, open Users and Passwords Guest AccountsEvent Log Settings Map Network Drive Install Display AdapterInstall ODBC Sharing INDeX CCMIntegration of INDeX CCM with INDeX Voice Manager Install INDeX CCM ApplicationsOverview INDeX CCM on Standalone Server PC IT IS HIGHLY RECOMMENDED TO RESTART THE PC ONCE THEIT IS HIGHLY RECOMMENDED TO RESTART THE PCs ONCE THE INDeX CCM on Server PC/Client PCServer PC Client PCInstallation & Maintenance INDeX CCM Server ApplicationsInstall INDeX CCM Applications 38HBK00001SCM - Issue 11 05/0138HBK00001SCM - Issue 11 05/01 Install INDeX CCM ApplicationsInstallation & Maintenance INDeX CCM Server ApplicationsSystem Status 8. Select the required Server Components and then click Next to proceed to the following screen INDeX CCM Client Applications INDeX CCM applications PC, requires a MINIMUM of 64MB of RAM38HBK00001SCM - Issue 11 05/01 Install INDeX CCM ApplicationsInstallation & Maintenance INDeX CCM Server Applications7. Click Next to the following screen INDeX Delta Server INDeX Wallboard ServerThis feature has been introduced for the German Market Installation & Maintenance INDeX Access ManagerInstall INDeX CCM Applications 38HBK00001SCM - Issue 11 05/01INDeX Report Manager AlternativelyINDeX Networked Administration INDeX TaskbarINDeX Call Centre View 38HBK00001SCM - Issue 11 05/01 Install INDeX CCM ApplicationsInstallation & Maintenance INDeX CCM Server ApplicationsINDeX Report Client INDeX Wallboard Client INDeX CCM Client applications Trouble ShootingINDeX CCM Installation INDeX Wallboard Server/ClientChange Server PC Name Change Server PC NameServer PC OverviewRegistering Server SQL Server 3. Click Add and then click Next to proceed Changing the ODBC Settings 3. Select the SDXArichiver and then click Configure Client PC Windows NT Workstation Client PC WindowsINDeX Wallboard Server Database Transfer PC UpgradeINDeX Taskbar Login Data Transfer INDeX Call Centre View Database TransferBacking Up a Database Administering DatabaseBacking Up and Restoring Overview Restoring a DatabaseCreating Database Backup Database - Complete2. Highlight the Server item i.e. ARCHIVERSQL in the above screen on the explorer tree and then from Tools menu, select Backup Database, the following screen appears Database - Differential Creating Database Backup Automatic BackupAdministering Database Installation & Maintenance4. Click to select Enabled, click Apply and then OK On the Source SQL Server PC Backup to a Remote Device4. Click to clear User Must Change Password at Next Login On the Destination Windows NT PCConfigure the NTFS Drive Configure MSSQLServer ServiceRestoring a Database Backup This section details the procedure that is required to restore the database from the Restoring a Database to a Different PC Expand a Database3. Click using the right hand mouse button SDXArchiver and then select Properties, the following screen appears Agent Licence Pack INDeX Telephone SystemRequirements Naming Directory NumbersCall Centre View and Wallboard Manager Group ReportingINDeX-Net in the Contact Centre Environment Agent Statistics forTrunk Statistics for INDeX Report ManagerTie Line Statistics Internal Tie LineExternal Calls To/From Remote Tie Line Housing Wallboard Installation and MaintenanceInstallation Power SupplyWall Mounting Ceiling MountingRS485 Serial Connection Network AddressingSocket View Additional EquipmentConnection Details 6 Pin Mini-DINCleaning Display Screen Periodic Maintenance and InspectionSerial Connection & Dip-Switch Details Wallboard Terminal Box RJ45 Connector Pin Out DetailsBaud Rate Network AddressTest Functions RS485 Communication Systems Ground LoopsHousing Wall MountingInstallation Power SupplyCeiling Mounting Wallboard Installation and Maintenance Serial Connection and ConfigurationDip-switch Number Installation & Maintenance38HBK00001SCM - Issue 11 05/01 Wallboard Installation and MaintenanceInstallation & Maintenance Baud RateSystem Wiring RS485Led Matrix Scanning Inspection Periodic Maintenance & InspectionLed Illumination Test Inspection Cleaning Display ScreenInstallation & Maintenance Remote Connection AccessRemote Connection Access 38HBK00001SCM - Issue 11 05/0138HBK00001SCM - Issue 11 05/01 Remote Connection AccessInstallation & Maintenance Overview38HBK00001SCM - Issue 11 05/01 Remote Connection AccessInstallation & Maintenance OverviewConfiguring RAS On Server PC There will usually be only one RAS Capable deviceAllow any authentication including clear text 14. Uncheck Assign network number to all IPX clients, click OK Create a RAS User 4. Click to clear User Must Change Password at Next LoginInstall Windows NT Service Pack 6a 10. Click to select Grant dialin permission to user and Set By CallerDisabling RAS at Startup Enabling RAS at Startup9. Click No, do not dial Configuring Dial Up Networking On Client PC Windows NT Workstation Install Windows NT Service Pack 6a 10. Uncheck Assign network number to all IPX clients, click OKAllow any authentication including clear text Using Dial-Up Networking Adding Phone NumberConfiguring Dial-Up Networking On Client PC Windows Adding a New ConnectionUsing the Dial-Up Networking 38HBK00001SCM - Issue 11 05/01 Configuring Dial-Up Networking On Client PC WindowsInstallation & Maintenance IndexCopyright 2001 Avaya Avaya Global SME Solutions Sterling Court