Page 2 - Contents
Contents Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Page 2 Introduction............................................................................................................................................... 3 General ................................
Page 3 - Introduction; General
Introduction General Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 3 Introduction General Compact Contact Center Modules (CCC) provide the user with thenecessary tools to facilitate the management of call traffic. They aredesigned to pro...
Page 4 - Overview
Introduction Overview Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 4 Overview Compact Contact Center provides the user with the necessary tools tofacilitate the management of call traffic. The diagram below shows theconcept: W allboard ...
Page 5 - System Specification; Computer Systems; Expansion Cards; System Software; Software
Introduction System Specification Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 5 System Specification The Server PC will support up to 5 Clients. The Operating System on the Server PC can be either Windows 2000server or Windows NT Serve...
Page 6 - Connecting the CCC Server
Introduction System Specification Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 6 Connecting the CCC Server The LAN provides connection between the IP400 and the CCC Server. Itwill support 10/100 Mbps connection. The length of cable is d...
Page 7 - Limitations; 5 Agent Systems and below
Introduction Limitations Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 7 Limitations 15 Agent Systems and below The Compact Contact Center Manager comprises a suite of tightlyintegrated Contact Center Modules installed on a CCC Server PC...
Page 8 - Systems above 15 Agents
Introduction Limitations Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 8 Systems above 15 Agents Due to the traffic demands of contact centers above 15 agents, the ReportServer and Wallboard Server must reside on a dedicated PC. The prod...
Page 9 - PC Configuration
PC Configuration Overview Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 9 PC Configuration Overview The Server PC requires a 4 GB partition for the software applications. Theremaining of the hard drive is used for the Archiver databa...
Page 10 - Server PC Setup – NT4; Create the C and SDX Shares
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 10 Server PC Setup – NT4 1. Windows NT Server 4.0 Modifications On a machine with Windows NT4 already installed, you need to check thefollowing sett...
Page 11 - Partition the Disk
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 11 2. Partition the Disk 1. From the Windows Taskbar, click Start , point to Programs , point to Administrative Tools (Common) and click Disk Admini...
Page 12 - Advantech ISA Wallboard Card Installation
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 12 3. Installation of Wallboard Card. Advantech ISA Wallboard Card Installation Card Settings: - JP1 (ch#1) 485JP2 (ch#2) 485JP3 (ch#1) IRQ9JP4 (ch#...
Page 13 - Install Database Application
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 13 4. Install Database Application If SQL 2000 is to be installed instead of MSDE, please go to the section"4.2 Installing Microsoft SQL 2000...
Page 14 - Server PC Setup – Windows 2000; Event Log Settings
PC Configuration Server PC Setup – Windows 2000 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 14 Server PC Setup – Windows 2000 1. Windows 2000 Modifications On a machine with Windows 2000 already installed you need to check thefollo...
Page 15 - Partition the Disk
PC Configuration Server PC Setup – Windows 2000 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 15 4. Partition the Disk 1. Click the right mouse button on the My Computer icon. Select Manage 2. Click on the Disk Management folder. 3. ...
Page 16 - Client PC Setup - Windows NT Workstation; Windows NT Workstation Modifications
PC Configuration Client PC Setup - Windows NT Workstation Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 16 Client PC Setup - Windows NT Workstation 1. Windows NT Workstation Modifications On a machine with Windows NT4 workstation alr...
Page 17 - Client PC Setup - Windows 95; Windows 95 Modifications
PC Configuration Client PC Setup - Windows 95 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 17 Client PC Setup - Windows 95 1. Windows 95 Modifications On a machine with Windows 98 already installed, the following settings arerequire...
Page 18 - Client PC Setup - Windows 98; Windows 98 Modifications
PC Configuration Client PC Setup - Windows 98 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 18 Client PC Setup - Windows 98 1. Windows 98 Modifications On a machine with Windows 98 already installed, the following settings arerequire...
Page 19 - Client PC Setup - Windows 2000 Professional.
PC Configuration Client PC Setup - Windows 2000 Professional. Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) PC Configuration • Page 19 Client PC Setup - Windows 2000 Professional. 1. Windows 2000 Modifications On a machine with Windows 2000 Professional alr...
Page 20 - Install CCC Applications; Installing CCC
Install CCC Applications Installing CCC Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Install CCC Applications • Page 20 Install CCC Applications Installing CCC This section describes the procedures of installing the software for theCompact Contact Center s...
Page 21 - Trouble Shooting; CCC Installation; CCC Client applications; Report Manager
Trouble Shooting CCC Installation Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Trouble Shooting • Page 21 Trouble Shooting CCC Installation 1. Whenever anything is loaded from the I386 directory on a Windows NT4 installation CD, re-installation of NT4 Serv...
Page 22 - CCC User Access; Starting CCC User Access
CCC User Access Starting CCC User Access Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) CCC User Access • Page 22 CCC User Access Starting CCC User Access To log on using CCC User Access: 1. Double click on the CCC User Access Icon showing at the bottom righ...
Page 23 - Change Server PC Name
Change Server PC Name Overview Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 23 Change Server PC Name Overview It is vital that the Server PC used to run the CCC modules is calledARCHIVERSQL whilst installing the applications. O...
Page 24 - Change ODBC Settings
Change Server PC Name NT4 Server PC Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 24 Change ODBC Settings Ensure you perform the following procedure for both the SDXArchiver andSDXRepository System Data Sources. 1. From the Wind...
Page 26 - Change Client PC Names; Windows NT Workstation
Change Client PC Names General Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Client PC Names • Page 26 Change Client PC Names General Once the Server PC name has been changed you will need to change thereferences to the server PC on the Client PC's. ...
Page 28 - Administering the Database; Disk Backup
Administering the Database Overview Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Administering the Database • Page 28 Administering the Database Overview If you have installed the MSDE database, four scheduled tasks are installedautomatically. The paramete...
Page 29 - Telephone System; Requirements; Naming Directory Numbers
Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 29 Telephone System Requirements This section assumes that the installer is familiar with the basicprogramming of the Telephone System and the Programming ma...
Page 30 - Group Reporting; IP400 in the Contact Center Environment
Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 30 Group Reporting When configuring it is important to understand how calls are attributed togroups on the Call Center View, Wallboards and Report Manager. I...
Page 31 - CCC reporting characteristics associated with Voice Manager
Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 31 CCC reporting characteristics associated with Voice Manager The following conditions apply to the initial answer/ lost segment of callswhich were first pr...
Page 32 - Installation
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 32 Wallboard Installation andMaintenance Wallboard 22 Introduction The Wallboard 22 is a two line by 22-character...
Page 33 - Wall Mounting; Ceiling Mounting
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 33 Wall Mounting Once a location has been decided upon, mark its location on the wall with apencil through the tw...
Page 34 - RS485 Serial Connection
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 34 RS485 Serial Connection The RJ45, RS485 flying lead is one meter long. It cannot be removed fromthe Wallboard;...
Page 35 - Additional Equipment; Connection Details; Compatible External Devices
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 35 Additional Equipment External Alarm Device for connection to Wallboard 22 only. An external alarm device is av...
Page 36 - Periodic Maintenance and Inspection; Cleaning Display Screen; LED Matrix Scanning Inspection
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 36 Periodic Maintenance and Inspection Cleaning Display Screen Time periods between cleaning depend upon local co...
Page 37 - Wallboard Terminal Box RJ45 Connector Pin Out Details; Pin out Connections; Network Address
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 37 Serial Connection & Dip-Switch Details Wallboard Terminal Box RJ45 Connector Pin Out Details Pin 2 Signal ...
Page 38 - Baud Rate; Test Functions
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 38 Baud Rate Dip Switch Settings are: SW5 SW6 DATA BIT/SEC OFF OFF 19200 ON OFF 9600 OFF ON 2400 ON ON 1200 Ensur...
Page 39 - RS485 Communication Systems; Ground Loops
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 39 RS485 Communication Systems This standard officially allows 30 wallboards to be connected via a RS485transmiss...
Page 42 - Serial Connection and Configuration
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 42 Serial Connection and Configuration An RJ45 junction box is provided as standard, alternatively if required an...
Page 44 - System Wiring
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 44 System Wiring The principle for wiring up your display wallboards is that the PC output portis connected to th...
Page 45 - Periodic Maintenance & Inspection; Led Matrix Scanning Inspection
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboard Installation and Maintenance • Page 45 Periodic Maintenance & Inspection Cleaning Display Screen Time periods between cleaning depend upon local ...
Page 47 - Index
Index Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Index • Page 47 C Call Center View ............................................................... 3CCC Applications ........................................................... 20CCC User Access .............
Avaya 16-601433
Manual
Avaya 4600
Manual
Avaya 1603
Manual
Avaya 555-245-703
Manual
Avaya Gigabit Ethernet Adapter
Manual
Avaya 4606
Manual
Avaya 585-215-871
Manual
Avaya 4412D+
Manual
Avaya S8400
Manual
Avaya 10-Watt
Manual
Avaya 9600
Manual
Avaya R3.0
Manual
Avaya 1120E
Manual
Avaya 555-245-600
Manual
Avaya 16xx
Manual
Avaya Desk
Manual
Avaya B149
Manual
Avaya 2402
Manual
Avaya IPM515
Manual