INDeX Contact Centre Modules
Installation & Maintenance
Contents
Contents
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
Introduction
INDeX Telephone System INDeX Access Manager INDeX Delta Server
Overview
INDeX Taskbar
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Installation & Maintenance
Introduction
Overview
Computer Systems
System Specification
Option 1 Server PC SPC5 Supporting Max 5 Clients
Option 2 Server PC SPC10 Supporting Max 10 Clients
System Software
Connecting the INDeX CCM Server
IntroductionSystem Specification
Wallboard Devices
Specification
Specification
LAN Utilisation
15 Agent Systems and below
Limitations
Installation & Maintenance
38HBK00001SCM - Issue 11 05/01
38HBK00001SCM - Issue 11 05/01
Installation & Maintenance
Introduction
Limitations
INDeX CCM Server PC
Systems above 15 Agents
INDeX CCM Client PC
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Installation & Maintenance
Introduction
Limitations
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Installation & Maintenance
Introduction
Limitations
Overview
PC Configuration
3. Press Enter To setup Windows NT now
Install Windows NT Server
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
3. Click to select Accept the License Agreement
Install Windows NT Server Service Pack 6a
Installation & Maintenance
PC Configuration
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
a 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
c Connect the NIC to the Network
Changing a Server/Client PC to TCP/IP
TCP/IP Networking Setup
4. Click Properties
IPX/SPX Frame Type Networking Setup
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
IT IS HIGHLY RECOMMENDED TO RESTART THE PC
Install ODBC Open Database Connectivity
Guest Account
Regional Settings
Windows NT Server Modifications
Event Log Settings
Sharing the Hard Drives
Create NTFS Partition using Disk Administrator
Server PC Setup - SPC5/10
7. Click Yes to save the changes
Install Windows NT 4.0 Workstation
Client PC Setup Windows NT - Workstation
26. With 2 Installing Windows NT Networking selected, click Next
10. With Create partition of size in MB 1000 highlighted, press Enter
Windows NT Workstation 4.0 Modifications
Install Service Pack 6a
Sharing INDeX CCM
Map Network Drive
Install Display Adapter
Install ODBC
Sharing INDeX Taskbar
Install Windows
Client PC Setup Window
5. Select Install the most common components recommended, click Next
Format Hard Drive
Regional Settings
Windows 98 Modifications
Install Display Adapter
Install EtherLink PCI Network Interface Card
1. Run the Pre-installation Program
5. Click NIC Software 6. Click NIC Drivers and Diagnostics
7. Click Install NIC Driver
3. Connect the NIC to the Network
TCP/IP Networking setup
3. Click IPX/SPX compatible Protocol, click Properties
Network IPX Frame Type
Sharing INDeX Taskbar
Sharing INDeX CCM
Install ODBC
Map Network Drive
Install Service Pack
Client PC Setup Windows
Windows 2000 Modifications
Regional Settings
Event Log Settings
Guest Accounts
2. From the Control panel, open Users and Passwords
Install ODBC
Install Display Adapter
Map Network Drive
Sharing INDeX CCM
Overview
Install INDeX CCM Applications
Integration of INDeX CCM with INDeX Voice Manager
IT IS HIGHLY RECOMMENDED TO RESTART THE PC ONCE THE
INDeX CCM on Standalone Server PC
Server PC
INDeX CCM on Server PC/Client PC
IT IS HIGHLY RECOMMENDED TO RESTART THE PCs ONCE THE
Client PC
Install INDeX CCM Applications
INDeX CCM Server Applications
Installation & Maintenance
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Installation & Maintenance
Install INDeX CCM Applications
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INDeX CCM Server Applications
System 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 Applications
Installation & Maintenance
Install INDeX CCM Applications
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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
Install INDeX CCM Applications
INDeX Access Manager
Installation & Maintenance
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Alternatively
INDeX Report Manager
INDeX Taskbar
INDeX Networked Administration
INDeX Call Centre View
Installation & Maintenance
Install INDeX CCM Applications
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INDeX CCM Server Applications
INDeX Report Client
INDeX Wallboard Client
INDeX CCM Installation
Trouble Shooting
INDeX CCM Client applications
INDeX Wallboard Server/Client
Server PC
Change Server PC Name
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
Client PC Windows NT Workstation
INDeX Taskbar Login Data Transfer
PC Upgrade
INDeX Wallboard Server Database Transfer
INDeX Call Centre View Database Transfer
Backing Up and Restoring Overview
Administering Database
Backing Up a Database
Restoring a Database
Database - Complete
Creating Database Backup
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
Administering Database
Automatic Backup
Creating Database Backup
Installation & Maintenance
4. Click to select Enabled, click Apply and then OK
4. Click to clear User Must Change Password at Next Login
Backup to a Remote Device
On the Source SQL Server PC
On the Destination Windows NT PC
Configure MSSQLServer Service
Configure the NTFS Drive
Restoring 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 PC
3. Click using the right hand mouse button SDXArchiver and then select Properties, the following screen appears
Requirements
INDeX Telephone System
Agent Licence Pack
Naming Directory Numbers
INDeX-Net in the Contact Centre Environment
Group Reporting
Call Centre View and Wallboard Manager
Agent Statistics for
INDeX Report Manager
Trunk Statistics for
Internal Tie Line
Tie Line Statistics
External Calls To/From Remote Tie Line
Installation
Wallboard Installation and Maintenance
Housing
Power Supply
Ceiling Mounting
Wall Mounting
Network Addressing
RS485 Serial Connection
Connection Details
Additional Equipment
Socket View
6 Pin Mini-DIN
Serial Connection & Dip-Switch Details
Periodic Maintenance and Inspection
Cleaning Display Screen
Wallboard Terminal Box RJ45 Connector Pin Out Details
Test Functions
Network Address
Baud Rate
Ground Loops
RS485 Communication Systems
Installation
Wall Mounting
Housing
Power Supply
Ceiling Mounting
Dip-switch Number
Serial Connection and Configuration
Wallboard Installation and Maintenance
Installation & Maintenance
Installation & Maintenance
Wallboard Installation and Maintenance
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Baud Rate
RS485
System Wiring
Led Illumination Test Inspection
Periodic Maintenance & Inspection
Led Matrix Scanning Inspection
Cleaning Display Screen
Remote Connection Access
Remote Connection Access
Installation & Maintenance
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Installation & Maintenance
Remote Connection Access
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Overview
Installation & Maintenance
Remote Connection Access
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Overview
There will usually be only one RAS Capable device
Configuring RAS On Server PC
Allow 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 User
10. Click to select Grant dialin permission to user and Set By Caller
Install Windows NT Service Pack 6a
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
Adding Phone Number
Using Dial-Up Networking
Adding a New Connection
Configuring Dial-Up Networking On Client PC Windows
Using the Dial-Up Networking
Installation & Maintenance
Configuring Dial-Up Networking On Client PC Windows
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Index
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