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Avaya 38HBK00001SCM manual Remote Connection Access, Overview, INDeX Contact Centre Modules, Page

Models: 38HBK00001SCM

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Remote Connection Access

Overview

The following diagram shows the INDeX Contact Centre Manager connected to a headquarters via remote access where an INDeX Voice Manager is not present.

INDeX Contact Centre Modules	Page 109
Installation & Maintenance	38HBK00001SCM - Issue 11 (05/01)

Page 109

Image 109

Avaya 38HBK00001SCM Remote Connection Access, Overview, INDeX Contact Centre Modules, Page, Installation & Maintenance

Contents

INDeX Contact Centre Modules Installation & MaintenanceContents ContentsInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Introduction INDeX Telephone System INDeX Access Manager INDeX Delta ServerOverview INDeX Taskbar38HBK00001SCM - Issue 11 05/01 Installation & MaintenanceIntroduction OverviewComputer Systems System SpecificationOption 1 Server PC SPC5 Supporting Max 5 Clients Option 2 Server PC SPC10 Supporting Max 10 ClientsSystem Software Connecting the INDeX CCM ServerIntroductionSystem Specification Wallboard DevicesSpecification SpecificationLAN Utilisation 15 Agent Systems and below LimitationsInstallation & Maintenance 38HBK00001SCM - Issue 11 05/0138HBK00001SCM - Issue 11 05/01 Installation & MaintenanceIntroduction LimitationsINDeX CCM Client PC Systems above 15 AgentsINDeX CCM Server PC 38HBK00001SCM - Issue 11 05/01 Installation & MaintenanceIntroduction Limitations38HBK00001SCM - Issue 11 05/01 Installation & MaintenanceIntroduction LimitationsOverview PC Configuration3. Press Enter To setup Windows NT now Install Windows NT ServerServer PC - SPC20 Max 20 Clients 9. With The above list matches my computer highlighted, press Enter28. With 2 Installing Windows NT Networking selected, click Next 3. Click to select Accept the License Agreement Install Windows NT Server Service Pack 6aInstallation & Maintenance PC Configuration38HBK00001SCM - Issue 11 05/01 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 a Run the Pre-installation Program Install EtherLink PCI Network Interface Card5. Click NIC Software 6. Click NIC Drivers and Diagnostics 7. Click Install NIC Driverc Connect the NIC to the Network Changing a Server/Client PC to TCP/IP TCP/IP Networking Setup4. Click Properties IPX/SPX Frame Type Networking SetupInstall 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 IT IS HIGHLY RECOMMENDED TO RESTART THE PC Install ODBC Open Database ConnectivityWindows NT Server Modifications Regional SettingsGuest Account Event Log Settings Sharing the Hard Drives Create NTFS Partition using Disk Administrator Server PC Setup - SPC5/107. Click Yes to save the changes Install Windows NT 4.0 Workstation Client PC Setup Windows NT - Workstation26. With 2 Installing Windows NT Networking selected, click Next 10. With Create partition of size in MB 1000 highlighted, press EnterWindows NT Workstation 4.0 Modifications Install Service Pack 6aSharing INDeX CCM Map Network DriveSharing INDeX Taskbar Install ODBCInstall Display Adapter Install Windows Client PC Setup Window5. Select Install the most common components recommended, click Next Format Hard DriveInstall Display Adapter Windows 98 ModificationsRegional Settings Install EtherLink PCI Network Interface Card 1. Run the Pre-installation Program5. Click NIC Software 6. Click NIC Drivers and Diagnostics 7. Click Install NIC Driver3. Connect the NIC to the Network TCP/IP Networking setup3. Click IPX/SPX compatible Protocol, click Properties Network IPX Frame TypeSharing INDeX Taskbar Sharing INDeX CCMInstall ODBC Map Network DriveInstall Service Pack Client PC Setup WindowsWindows 2000 Modifications Regional Settings2. From the Control panel, open Users and Passwords Guest AccountsEvent Log Settings Install ODBC Install Display AdapterMap Network Drive Sharing INDeX CCMIntegration of INDeX CCM with INDeX Voice Manager Install INDeX CCM ApplicationsOverview IT IS HIGHLY RECOMMENDED TO RESTART THE PC ONCE THE INDeX CCM on Standalone Server PCServer PC INDeX CCM on Server PC/Client PCIT IS HIGHLY RECOMMENDED TO RESTART THE PCs ONCE THE Client PCInstall INDeX CCM Applications INDeX CCM Server ApplicationsInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Installation & Maintenance Install INDeX CCM Applications38HBK00001SCM - Issue 11 05/01 INDeX CCM Server ApplicationsSystem Status 8. Select the required Server Components and then click Next to proceed to the following screen INDeX CCM applications PC, requires a MINIMUM of 64MB of RAM INDeX CCM Client ApplicationsInstallation & Maintenance Install INDeX CCM Applications38HBK00001SCM - Issue 11 05/01 INDeX CCM Server Applications7. Click Next to the following screen INDeX Delta Server INDeX Wallboard ServerThis feature has been introduced for the German Market Install INDeX CCM Applications INDeX Access ManagerInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Alternatively INDeX Report ManagerINDeX Taskbar INDeX Networked AdministrationINDeX Call Centre View Installation & Maintenance Install INDeX CCM Applications38HBK00001SCM - Issue 11 05/01 INDeX CCM Server ApplicationsINDeX Report Client INDeX Wallboard Client INDeX CCM Installation Trouble ShootingINDeX CCM Client applications INDeX Wallboard Server/ClientServer PC Change Server PC NameChange Server PC Name 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 Client PC Windows NT WorkstationINDeX Taskbar Login Data Transfer PC UpgradeINDeX Wallboard Server Database Transfer INDeX Call Centre View Database TransferBacking Up and Restoring Overview Administering DatabaseBacking Up a Database Restoring a DatabaseDatabase - Complete Creating Database Backup2. 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 Administering Database Automatic BackupCreating Database Backup Installation & Maintenance4. Click to select Enabled, click Apply and then OK 4. Click to clear User Must Change Password at Next Login Backup to a Remote DeviceOn the Source SQL Server PC On the Destination Windows NT PCConfigure MSSQLServer Service Configure the NTFS DriveRestoring a Database Backup This section details the procedure that is required to restore the database from the Expand a Database Restoring a Database to a Different PC3. Click using the right hand mouse button SDXArchiver and then select Properties, the following screen appears Requirements INDeX Telephone SystemAgent Licence Pack Naming Directory NumbersINDeX-Net in the Contact Centre Environment Group ReportingCall Centre View and Wallboard Manager Agent Statistics forINDeX Report Manager Trunk Statistics forInternal Tie Line Tie Line StatisticsExternal Calls To/From Remote Tie Line Installation Wallboard Installation and MaintenanceHousing Power SupplyCeiling Mounting Wall MountingNetwork Addressing RS485 Serial ConnectionConnection Details Additional EquipmentSocket View 6 Pin Mini-DINSerial Connection & Dip-Switch Details Periodic Maintenance and InspectionCleaning Display Screen Wallboard Terminal Box RJ45 Connector Pin Out DetailsBaud Rate Network AddressTest Functions Ground Loops RS485 Communication SystemsInstallation Wall MountingHousing Power SupplyCeiling Mounting Dip-switch Number Serial Connection and ConfigurationWallboard Installation and Maintenance Installation & MaintenanceInstallation & Maintenance Wallboard Installation and Maintenance38HBK00001SCM - Issue 11 05/01 Baud RateRS485 System WiringLed Illumination Test Inspection Periodic Maintenance & InspectionLed Matrix Scanning Inspection Cleaning Display ScreenRemote Connection Access Remote Connection AccessInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Installation & Maintenance Remote Connection Access38HBK00001SCM - Issue 11 05/01 OverviewInstallation & Maintenance Remote Connection Access38HBK00001SCM - Issue 11 05/01 OverviewThere will usually be only one RAS Capable device Configuring RAS On Server PCAllow any authentication including clear text 14. Uncheck Assign network number to all IPX clients, click OK 4. Click to clear User Must Change Password at Next Login Create a RAS User10. Click to select Grant dialin permission to user and Set By Caller Install Windows NT Service Pack 6aDisabling 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 Adding Phone Number Using Dial-Up NetworkingAdding a New Connection Configuring Dial-Up Networking On Client PC WindowsUsing the Dial-Up Networking Installation & Maintenance Configuring Dial-Up Networking On Client PC Windows38HBK00001SCM - Issue 11 05/01 IndexCopyright 2001 Avaya Avaya Global SME Solutions Sterling Court