Installation & Maintenance
INDeX Contact Centre Modules
Contents
Contents
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
INDeX Telephone System INDeX Access Manager INDeX Delta Server
Introduction
Overview
INDeX Taskbar
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Introduction
Overview
System Specification
Computer Systems
Option 1 Server PC SPC5 Supporting Max 5 Clients
Option 2 Server PC SPC10 Supporting Max 10 Clients
Connecting the INDeX CCM Server
System Software
Wallboard Devices
IntroductionSystem Specification
Specification
Specification
LAN Utilisation
Limitations
15 Agent Systems and below
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Introduction
Limitations
INDeX CCM Server PC
Systems above 15 Agents
INDeX CCM Client PC
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Introduction
Limitations
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Introduction
Limitations
PC Configuration
Overview
Install Windows NT Server
3. Press Enter To setup Windows NT now
Server PC - SPC20 Max 20 Clients
9. With The above list matches my computer highlighted, press Enter
28. With 2 Installing Windows NT Networking selected, click Next
Install Windows NT Server Service Pack 6a
3. Click to select Accept the License Agreement
PC Configuration
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Server PC - SPC20 Max 20 Clients
Create NTFS Partition using Disk Administrator
11. Click OK
6. Click to select Assign Drive Letter, and select letter E
7. Click OK 8. From the Confirmation screen, click Yes to continue
14. Click OK to initiate system shutdown
Install Display Adapter
Install EtherLink PCI Network Interface Card
a Run the Pre-installation Program
5. Click NIC Software 6. Click NIC Drivers and Diagnostics
7. Click Install NIC Driver
c Connect the NIC to the Network
TCP/IP Networking Setup
Changing a Server/Client PC to TCP/IP
IPX/SPX Frame Type Networking Setup
4. Click Properties
Install ADR OnStream Tape Drive
Jumper Settings
Install Advantech PCI Wallboard Comms Card
9. With Install and Start Service selected, click OK
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 PC
Guest Account
Regional Settings
Windows NT Server Modifications
Event Log Settings
Sharing the Hard Drives
Server PC Setup - SPC5/10
Create NTFS Partition using Disk Administrator
7. Click Yes to save the changes
Client PC Setup Windows NT - Workstation
Install Windows NT 4.0 Workstation
26. With 2 Installing Windows NT Networking selected, click Next
10. With Create partition of size in MB 1000 highlighted, press Enter
Install Service Pack 6a
Windows NT Workstation 4.0 Modifications
Map Network Drive
Sharing INDeX CCM
Install Display Adapter
Install ODBC
Sharing INDeX Taskbar
Client PC Setup Window
Install Windows
5. Select Install the most common components recommended, click Next
Format Hard Drive
Regional Settings
Windows 98 Modifications
Install Display Adapter
1. Run the Pre-installation Program
Install EtherLink PCI Network Interface Card
5. Click NIC Software 6. Click NIC Drivers and Diagnostics
7. Click Install NIC Driver
TCP/IP Networking setup
3. Connect the NIC to the Network
Network IPX Frame Type
3. Click IPX/SPX compatible Protocol, click Properties
Sharing INDeX CCM
Sharing INDeX Taskbar
Install ODBC
Map Network Drive
Client PC Setup Windows
Install Service Pack
Windows 2000 Modifications
Regional Settings
Event Log Settings
Guest Accounts
2. From the Control panel, open Users and Passwords
Install Display Adapter
Install ODBC
Map Network Drive
Sharing INDeX CCM
Overview
Install INDeX CCM Applications
Integration of INDeX CCM with INDeX Voice Manager
INDeX CCM on Standalone Server PC
IT IS HIGHLY RECOMMENDED TO RESTART THE PC ONCE THE
INDeX CCM on Server PC/Client PC
Server PC
IT IS HIGHLY RECOMMENDED TO RESTART THE PCs ONCE THE
Client PC
INDeX CCM Server Applications
Install INDeX CCM Applications
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Install INDeX CCM Applications
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
INDeX CCM Server Applications
System 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 RAM
Install INDeX CCM Applications
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
INDeX CCM Server Applications
7. Click Next to the following screen
This feature has been introduced for the German Market
INDeX Wallboard Server
INDeX Delta Server
INDeX Access Manager
Install INDeX CCM Applications
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
INDeX Report Manager
Alternatively
INDeX Networked Administration
INDeX Taskbar
INDeX Call Centre View
Install INDeX CCM Applications
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
INDeX CCM Server Applications
INDeX Report Client
INDeX Wallboard Client
Trouble Shooting
INDeX CCM Installation
INDeX CCM Client applications
INDeX Wallboard Server/Client
Change Server PC Name
Server PC
Change Server PC Name
Overview
Registering 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 Windows
PC Upgrade
INDeX Taskbar Login Data Transfer
INDeX Wallboard Server Database Transfer
INDeX Call Centre View Database Transfer
Administering Database
Backing Up and Restoring Overview
Backing Up a Database
Restoring a Database
Creating Database Backup
Database - Complete
2. 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 Database
Creating Database Backup
Installation & Maintenance
4. Click to select Enabled, click Apply and then OK
Backup to a Remote Device
4. Click to clear User Must Change Password at Next Login
On the Source SQL Server PC
On the Destination Windows NT PC
Configure the NTFS Drive
Configure MSSQLServer Service
Restoring 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 Database
3. Click using the right hand mouse button SDXArchiver and then select Properties, the following screen appears
INDeX Telephone System
Requirements
Agent Licence Pack
Naming Directory Numbers
Group Reporting
INDeX-Net in the Contact Centre Environment
Call Centre View and Wallboard Manager
Agent Statistics for
Trunk Statistics for
INDeX Report Manager
Tie Line Statistics
Internal Tie Line
External Calls To/From Remote Tie Line
Wallboard Installation and Maintenance
Installation
Housing
Power Supply
Wall Mounting
Ceiling Mounting
RS485 Serial Connection
Network Addressing
Additional Equipment
Connection Details
Socket View
6 Pin Mini-DIN
Periodic Maintenance and Inspection
Serial Connection & Dip-Switch Details
Cleaning Display Screen
Wallboard Terminal Box RJ45 Connector Pin Out Details
Test Functions
Network Address
Baud Rate
RS485 Communication Systems
Ground Loops
Wall Mounting
Installation
Housing
Power Supply
Ceiling Mounting
Serial Connection and Configuration
Dip-switch Number
Wallboard Installation and Maintenance
Installation & Maintenance
Wallboard Installation and Maintenance
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Baud Rate
System Wiring
RS485
Periodic Maintenance & Inspection
Led Illumination Test Inspection
Led Matrix Scanning Inspection
Cleaning Display Screen
Remote Connection Access
Remote Connection Access
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Remote Connection Access
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Overview
Remote Connection Access
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Overview
Configuring RAS On Server PC
There will usually be only one RAS Capable device
Allow 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 Login
Install Windows NT Service Pack 6a
10. Click to select Grant dialin permission to user and Set By Caller
9. Click No, do not dial
Enabling RAS at Startup
Disabling RAS at Startup
Configuring Dial Up Networking On Client PC Windows NT Workstation
Allow any authentication including clear text
10. Uncheck Assign network number to all IPX clients, click OK
Install Windows NT Service Pack 6a
Using Dial-Up Networking
Adding Phone Number
Configuring Dial-Up Networking On Client PC Windows
Adding a New Connection
Using the Dial-Up Networking
Configuring Dial-Up Networking On Client PC Windows
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Index
Copyright 2001 Avaya Avaya Global SME Solutions Sterling Court