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

Models: 38HBK00001SCM

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Introduction

Overview

This document describes the equipment (including Software) required and the procedures to be followed to install the INDeX Contact Centre Manager modules on a customer's site.

"INDeX Installation and Maintenance Manual" covers the installation of the

INDeX Telephone System.

INDeX Contact Centre Modules	Page 4
Installation & Maintenance	38HBK00001SCM - Issue 11 (05/01)

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

Contents

Installation & Maintenance INDeX Contact Centre ModulesContents ContentsInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01INDeX Telephone System INDeX Access Manager INDeX Delta Server IntroductionOverview INDeX TaskbarInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Introduction OverviewSystem Specification Computer SystemsOption 1 Server PC SPC5 Supporting Max 5 Clients Option 2 Server PC SPC10 Supporting Max 10 ClientsConnecting the INDeX CCM Server System SoftwareWallboard Devices IntroductionSystem SpecificationSpecification SpecificationLAN Utilisation Limitations 15 Agent Systems and belowInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Installation & Maintenance 38HBK00001SCM - Issue 11 05/01Introduction LimitationsINDeX CCM Client PC Systems above 15 AgentsINDeX CCM Server PC Installation & Maintenance 38HBK00001SCM - Issue 11 05/01Introduction LimitationsInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Introduction LimitationsPC Configuration OverviewInstall Windows NT Server 3. Press Enter To setup Windows NT nowServer 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 Install Windows NT Server Service Pack 6a 3. Click to select Accept the License AgreementPC Configuration Installation & Maintenance38HBK00001SCM - 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 Install EtherLink PCI Network Interface Card a Run the Pre-installation Program5. Click NIC Software 6. Click NIC Drivers and Diagnostics 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 Client PC Setup Windows NT - Workstation Install Windows NT 4.0 Workstation26. With 2 Installing Windows NT Networking selected, click Next 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 Client PC Setup Window Install Windows5. Select Install the most common components recommended, click Next Format Hard DriveInstall Display Adapter Windows 98 ModificationsRegional Settings 1. Run the Pre-installation Program Install EtherLink PCI Network Interface Card5. Click NIC Software 6. Click NIC Drivers and Diagnostics 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 PropertiesSharing INDeX CCM Sharing INDeX TaskbarInstall ODBC Map Network DriveClient PC Setup Windows Install Service PackWindows 2000 Modifications Regional Settings2. From the Control panel, open Users and Passwords Guest AccountsEvent Log Settings Install Display Adapter Install ODBCMap Network Drive 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 THEINDeX CCM on Server PC/Client PC Server PCIT IS HIGHLY RECOMMENDED TO RESTART THE PCs ONCE THE Client PCINDeX CCM Server Applications Install INDeX CCM ApplicationsInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Install INDeX CCM Applications Installation & Maintenance38HBK00001SCM - 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 Client Applications INDeX CCM applications PC, requires a MINIMUM of 64MB of RAMInstall INDeX CCM Applications Installation & Maintenance38HBK00001SCM - 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 INDeX Access Manager Install INDeX CCM ApplicationsInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01INDeX Report Manager AlternativelyINDeX Networked Administration INDeX TaskbarINDeX Call Centre View Install INDeX CCM Applications Installation & Maintenance38HBK00001SCM - Issue 11 05/01 INDeX CCM Server ApplicationsINDeX Report Client INDeX Wallboard Client Trouble Shooting INDeX CCM InstallationINDeX CCM Client applications INDeX Wallboard Server/ClientChange Server PC Name Server PCChange 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 NT Workstation Client PC WindowsPC Upgrade INDeX Taskbar Login Data TransferINDeX Wallboard Server Database Transfer INDeX Call Centre View Database TransferAdministering Database Backing Up and Restoring OverviewBacking Up a Database 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 Automatic Backup Administering DatabaseCreating Database Backup Installation & Maintenance4. Click to select Enabled, click Apply and then OK Backup to a Remote Device 4. Click to clear User Must Change Password at Next LoginOn the Source SQL Server PC 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 INDeX Telephone System RequirementsAgent Licence Pack Naming Directory NumbersGroup Reporting INDeX-Net in the Contact Centre EnvironmentCall Centre View and Wallboard Manager Agent Statistics forTrunk Statistics for INDeX Report ManagerTie Line Statistics Internal Tie LineExternal Calls To/From Remote Tie Line Wallboard Installation and Maintenance InstallationHousing Power SupplyWall Mounting Ceiling MountingRS485 Serial Connection Network AddressingAdditional Equipment Connection DetailsSocket View 6 Pin Mini-DINPeriodic Maintenance and Inspection Serial Connection & Dip-Switch DetailsCleaning Display Screen Wallboard Terminal Box RJ45 Connector Pin Out DetailsBaud Rate Network AddressTest Functions RS485 Communication Systems Ground LoopsWall Mounting InstallationHousing Power SupplyCeiling Mounting Serial Connection and Configuration Dip-switch NumberWallboard Installation and Maintenance Installation & MaintenanceWallboard Installation and Maintenance Installation & Maintenance38HBK00001SCM - Issue 11 05/01 Baud RateSystem Wiring RS485Periodic Maintenance & Inspection Led Illumination Test InspectionLed Matrix Scanning Inspection Cleaning Display ScreenRemote Connection Access Remote Connection AccessInstallation & Maintenance 38HBK00001SCM - Issue 11 05/01Remote Connection Access Installation & Maintenance38HBK00001SCM - Issue 11 05/01 OverviewRemote Connection Access Installation & Maintenance38HBK00001SCM - Issue 11 05/01 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 Configuring Dial-Up Networking On Client PC Windows Installation & Maintenance38HBK00001SCM - Issue 11 05/01 IndexCopyright 2001 Avaya Avaya Global SME Solutions Sterling Court