User Guide. Media Store. Release 5.0

Transcription

1 User Guide Media Store Release 5.0

2 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single standalone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as standalone Products or preinstalled on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (eg., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Thirdparty components

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4 iv Preface Contents This following few pages provides information that will help you use this document. Preface Related Documents...v Knowledge Base...v Chapter 1 Introduction 6 What is Media Store?...7 How does Media Store Work?...8 Error Logging...12 iv Chapter 2 System Requirements 13 Installation Requirements...13 Installation 15 Install Application...15 Chapter 3 Administration 16 Overview...17 Create/Upgrade Databases...18 Migrate 2.x Media Store Databases to Start / Configure / Monitor Service...24 Index 25

5 Contents v Related Documents For more information on how Contact Center Express media stores interact with the Media Director, refer to the Media Director User Guide. For more information on how Contact Center Express media stores interact with Contact Center Express Desktop, refer to the Contact Center Express Desktop User Guide. Knowledge Base For information on any errors and updates relating to this document, visit the Avaya Support Web site:

6 6 C HAPTER 1 Introduction In This Chapter What is Media Store?...7 How does Media Store Work?...8 Error Logging...12

7 Introduction 7 What is Media Store? The Media Store is one of many media stores that interact with the Media Director, Media Proxy and Contact Center Express Desktop to deliver nonvoice work items to contact center agents. Running as a service, the Media Store allows you to blend customer inquiries with inbound telephone calls, essentially using this work to fill in the gaps between peaks in call traffic. The Media Store receives s from one or more mail servers using the POP3 protocol. Installed on a machine running Microsoft Windows 2003 Server (Enterprise & Standard) or 2000 Server SP4, it uses its configuration data and the information specified in its database schema to: distribute s sent to certain mailboxes to certain queues in the Media Director manage that distribution by making queues 'open' for certain times and days of the week give queuing priority to s received from special customers assign different queuing priorities to the first a customer sends and all subsequent s they send as part of the same conversation reject s from certain customers and automatically them that this has happened only allow s from certain customers to queue to a certain queue automatically inform a customer (via ) that their has been received during or outside the operating hours of that queue.

8 Introduction 8 How does Media Store Work? When a media store receives a new work item from a media source (eg, server for the Media Store, web server for the Simple Messaging Media Store or SQL database for the Preview Contact Media Store), it creates a work item object and passes a reference for that object to Media Director. The reference tells Media Director what queue (queue ID) the work item is to be associated with and what priority it must have in the queue. Using the information in its configuration that relates specifically to that queue, the Media Director asks the Avaya Communication Manager (via the Avaya Telephony Server) to generate a phantom call for the object and route it to the appropriate skill. (Because the Media Director has been written entirely in the.net environment, the connection to the Telephony Server uses the XML Server and the.net assemblies.) When an agent logged into the split/skill becomes available, the Avaya Communication Manager delivers the most appropriate phantom call to that agent. Media Director (via the Telephony Server) is monitoring the VDN and sees the phantom call delivered to the agent. Media Director transfers the work item reference with the oldest, highestpriority object to Media Proxy at the agent desktop. Objects are ranked according to a priority scale with 1 being the highest. There is no lower limit and 5 is the default. For example, if Media Director has an object with priority 1 that has been queued for 1 minute and an object with priority 2 that has been queued for 10 minutes, the priority 1 object gets the agent. Objects that have the same priority are ranked as firstin, firstout. If the Media Director queue has its preferred agent functionality enabled, work item objects that have a preferred agent ID assigned to them can be delivered to that agent under certain circumstances. If a work item object that specifies an agent of preference is in the queue's group of highest priority work items, and that agent happens to become available, Media Director will transfer the work item to that agent ahead of the other work items that may have been waiting longer. It the preferred agent is not available, the object is delivered in the order it was received to the next available agent. Media Proxy delivers the reference to the correct Contact Center Express Desktop application based on the specified work item type. Contact Center Express Desktop uses the reference to retrieve the data directly from the actual work item at the media store.

9 Introduction 9 Agent's PC Client application 5 Client application 4 Media Proxy Media Store server Client application 3 Media Director 2 Simple Messaging Media Store Queue 1 Queue 2 Queue 3 Preview Contact Media Store XML Server Telephony Server Avaya Communication Manager

10 Introduction 10 Startup The Media Store is a service that starts with the operating system. After loading configuration data via the Configuration Client, it starts logging errors and connects to the Media Director via the.net Remoting framework. Once this connection is established, it starts polling the various servers to retrieve inbound s for processing. Retrieving s Every period (as governed by the Mailbox Check Interval parameter in the configuration), the Media Store connects with the specified mail server and downloads new mail items. downloaded from one mailbox is matched to one queue in the media store. Each queue is configured to send to a certain Media Director queue with a certain priority. Mailbox x Mailbox xx Mailbox xxx Server Queue x Queue xx Queue xxx Media Store Queue x Queue xx Queue xxx Media Director Once downloaded, the is deleted from the mail server, the connection is closed and the Media Store goes through a sequence of processing steps. It: 1 Checks for automated responses/error messages A quick scan of the Subject field allows certain types of s to be filtered before they are queued as normal work items. Out of office reply. Standard outofoffice replies that are automatically sent by many systems are discarded.

11 Introduction 11 Error in sending. Error messages that are automatically sent when the destination is unreachable or unknown are logged against a conversation (if possible) and forwarded to an administrator for action. 2 Checks for denied and allowed senders The Media Store database schema contains a list of addresses that are blocked from sending to the queue. Should an be received from one of these addresses, it is marked invalid and blocked. What's more, if the Notify parameter is enabled against the sender's name, an response is automatically sent informing them their has been rejected. The media store also contains a list of senders who are allowed to certain queues. An queue that only accepts s from certain groups is called a closed sender group. If a sender's is not on the list, the is marked invalid and the appropriate response is automatically sent to the sender. 3 Interrogates the mail headers The Media Store checks the Subject field to find out the conversation ID. If it is not present, the media store automatically sends an informing the customer if they have made contact within the operating hours for the queue and when to expect an agent response. If the header is present, the is associated with the existing conversation. 4 Checks for priority customer status The Media Store allows s from certain sender addresses or domains to have queuing priority. If a sender's address matches an entry in the PriorityContacts Table, the priority of the queued work item is extracted from this table. If there is no match, the priority is the default for the queue (mailbox) as set in the configuration data. storage Because of the huge variety in the size and format, s are stored to the file system as individual files with a GUID as a file name.

12 Introduction 12 Error Logging Media Store logs error information relating to its own operation to a series of log files. A new log file is created for each day of the week. The name of the error log file clearly identifies the application and the day of the week, for example, ASInbound .Mon.log. Once a log file reaches the size limit specified in its configuration, it is archived and a new file is created. (Note: The archive only stores one log file. If the second error log reaches the specified maximum size, it overrides the previously archived log file.) The types of errors logged by the error log are determined by the logging level retrieved from the application's configuration data. Levels of error logging are: 0. No error logging takes place. 1. Logs fatal, major, minor and trace information. 2 Logs fatal, major and minor errors. 4. Logs fatal and major errors. 8. Logs fatal errors only. Each file records the selected logging level as well as the date, time, location and description of every error that occurs. Error log files are automatically saved into the application's current working folder (the same folder as the application executable). Diagnostic Testing Error Logging There is one other error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Each new file has a unique name based on the date (year, month and day) and time (in hours, minutes and seconds) it was created. For example: ASMediaDirector.log. Warning: To prevent a multitude of log files affecting your available disk space, this error logging level should only be used for short periods of time while carrying out diagnostic testing.

13 13 C H A P T E R 2 System Requirements In This Chapter Installation Requirements Installation Requirements The specifications listed here are the minimum recommended. As far as is known and unless otherwise stated, Contact Center Express and its components should be compatible with all higher specification hardware configurations and software versions than those listed in the following section: Desktop For Contact Center Express Desktop, Contact Center Express Reporting, Contact Center Express Control Panel: Hardware: 1.6 GHz Pentium 512MB of RAM50MB of free hard disk space DVD drive Graphics card capable of supporting 1024 x 768 resolution monitor Software: Mouse or other Windowscompatible pointing device TCP/IP LAN connection Windows 7 Home, Premium, Professional, Ultimate, and Enterprise Windows Vista Business and Enterprise Windows XP Professional 32bit SP2, SP3 Citrix Presentation Server 4.5 or Windows Terminal Services 32bit Microsoft Internet Explorer 7.0 Microsoft.Net Framework 3.5 SP1

14 System Requirements 14 Servers Hardware: Software: A 2.4 GHz Pentium with 2GB RAM. Windows 2003 Server (Enterprise and Standard) 32bit Windows 2008 Server (Enterprise and Standard) 32bit and 64bit Microsoft Internet Explorer 6.0 SP1 Microsoft.Net Framework 3.5 SP1 Application Enablement Services (AE Services) client software release 4.2.1, 5.2 and 6.1 Core Server Dedicated server for: License Director XML Server Configuration Server Application Management Director Media DirectorMedia Stores and Gateways Call Routing Server Virtual Agent Task Director For only POP3/SMTP supported: Microsoft Exchange Server 6.5, 2003, 2007 Interaction Data Service Server Dedicated Server for Interaction Data Service excluding Microsoft Internet Explorer which is not required. Database Server Dedicated server for: Interaction Data Server (ActiveInteractionData) Configuration Server (ACS) ASMSControl Database ASMSData and ASContact Databases may be installed either on Microsoft SQL Server 2005 or 2008 Standard, Enterprise, and Express with Advance Services

15 System Requirements 15 Developers Developing applications on or with: Windows 7 Home, Premium, Professional, Ultimate, and Enterprise Windows XP Professional 32bit SP2, SP3 with Microsoft Visual Studio 2005 and 2008 Windows 2003 Server 32bit Standard and Enterprise Windows 2008 Server 32bit and 64bit Standard and Enterprise Microsoft Internet Explorer 6.0 SP1 Microsoft.Net Framework 3.5 SP1 Application Enablement Services (AE Services) client software release 4.2.1, 5.2, and 6.1 Installation The configuration and monitoring of this Contact Center Express service is accomplished by the Application Management Service installation of which is a necessary prerequisite for the configuration and setup of Virtual Agent. For detailed information on how to install Application Management Service refer to the about the Contact Center Express Installation Guide.pdf. One component of this service is the Contact Center Express Control Panel, a user interface that allows you to add and change configuration and operation information about currently monitored servers. For detailed information on how to configure this service, refer to the about the Contact Center Express Control Panel User Guide.pdf. Install Application For instructions on how to install this application, refer to the Contact Center Express Installation Guide.pdf. The Contact Center Express Installation Guide is on the Contact Center Express DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Support Web site:

16 16 C HAPTER 3 Administration In This Chapter Overview...17 Create/Upgrade Databases...18 Migrate 2.x Media Store Databases to Start / Configure / Monitor Service...24

17 Administration 17 Overview The following flowchart outlines the series of steps you need to take to implement and administer Contact Center Express media stores. Install Application Management Service and start Application Management Director via Windows Services Install media store Create ASMediastore database if it doesn t already exist Start Contact Center Express Control Panel. If it does not show the media store service as already running, start the service via Windows Services Configure and maintain media store via Contact Center Express Control Panel

18 Administration 18 Create/Upgrade Databases Installing SQL Server 2005 Express If you are installing SQL Server 2005 Express as part of your Contact Center Express installation, you must go through a few steps before using Contact Center Express's database script files. For information, see the Install SQL Server 2005 Express procedure in the Contact Center Express Installation Guide. Running Contact Center Express database scripts Contact Center Express provides a set of database script files (.sql extension) and batch files (.bat extension) for the creation and maintenance of all databases used by its applications: Interaction Data Service Configuration Server ASContact Database ASMediaStore Please note that from release 4.0, these database scripts default Contact Center Express database collations to that of your SQL Server collation. Future database upgrades will rely on your Contact Center Express database collation remaining the same as the server collation; and that the server system databases also default to the server collation. Before proceeding, make sure your server collation is correct for your locale and likely usage. You will find these scripts in a folder named SQL Script under the individual application folder structure. The folders reside on the distribution DVD and are also installed when you install these applications. Run the scripts to either create or maintain the database by double clicking the Run AS Maintain Database.bat batch file in the relevant SQL Script folder. If your SQL Server resides on: a different machine to the Contact Center Express application, you must run the Run AS Maintain Database.bat batch file from the DVD folder structure. the same machine as the Contact Center Express application, you can run the Run AS Maintain Database.bat batch file from either the DVD or the installed folder structure. the same machine as the Contact Center Express application, but the SQL Server is not the default instance (as for SQL Server 2005 Express) you must first modify the Run AS Maintain Database.bat batch file. The second to last line in this file reads: SET ASServerName= which designates the default SQL instance. Change this line to equal the server name \ specific instance. For example to run SQL Server 2005 Express on the machine shown in the screen shot below, this line becomes: SET ASServerName=MWERENX7000\SQLEXPRESS If you are in any doubt as to the machine and SQL instance names, running SQL Server Management Studio Express will show you what SQL named instances are running on your machine.

19 Administration 19 This records information about your current folder and then runs a batch file which in turn runs a sql script (AS Maintain Database.sql) both of which reside in the Utilities folder. This suite of batch and script files reads a control file (AS Script Master.txt) that directs, based on the current state of the database, the specific script files that will be run for the database. With each release of Contact Center Express you must run Run AS Maintain Database.bat for the application databases you are already using to upgrade the database to the current version. You must also run this batch file for databases you would like to install for the first time (this will create the database). After you run Run AS Maintain Database.bat, you can view the message log (ASDatabaseLog_YYYYMMDD_HHMMSS.txt) which summarizes the processes that have taken place. Note that YYYYMMDD and HHMMSS will be replaced by the date and time you ran the job. This log file will appear in the folder from which you ran the batch file; or, if you ran it from the DVD, in the Temp folder of the Windows directory of your database server. The message shown by Run AS Maintain Database.bat shows the exact location of the log file. Please note that the log file should end with the message **Job SUCCEEDED to completely maintain... database.... If it ends with **Job FAILED to completely maintain..., read the detail of the log file, make necessary adjustments and run Run AS Maintain Database.bat again. Running it additional times will not harm the database it will do nothing if there is nothing to do.

20 Administration 20 The suite of scripts creates a table tblassystem that holds the current database version and logs all attempts (sucontact Center Expressssful or otherwise) to modify the database with the scripts. Media Store Conversion If you have 2.x or an earlier version of Contact Center Express media store databases, refer to Upgrade 2.x Media Store Databases to (see "Migrate 2.x Media Store Databases to 3.0.1" on page 21). Backup/Restore/Delete Databases If you are using SQL Server 2005, SQL Server 2000 or either of the truncated versions (SQL Sever 2005 Express or MSDE 2000) the simplest way to backup, restore and delete Contact Center Express databases is via Microsoft s GUI management tool, SQL Server Management Studio Express. SQL Server Management Studio Express is automatically installed with the full version of SQL Server 2005, but if you are using SQL Server 2000, SQL Server 2005 Express or MSDE 2000, you need to download it from Microsoft's website ( 5A0F62BF7796&displaylang=en).

21 Administration 21 Migrate 2.x Media Store Databases to For simplicity and consistency, Contact Center Express 3.0 introduced a new database (ASMediaStore) which all 3.0 and higher media stores use. Earlier versions of Contact Center Express had a database for each media store (AS Mediastore, ASPreviewContactMediaStore and ASSimpleMessagingMediaStore). The media stores now no longer use their individual databases; they share ASMediaStore. Contact Center Express 3.0 requires some database maintenance before it runs. The first step is to create the new ASMediastore Database. Then, if this is not a new install of Contact Center Express, you need to migrate existing data from the old media store databases to ASMediaStore. Create 3.0 ASMediastore Database After installation, the Contact Center Express 3.0 media store directory contains a sub directory call 'SQL Script' that has the scripts to create the Contact Center Express 3.0 ASMediastore Database. Create this database by running the 'AS Maintain Database.bat' batch file. If this is a new Contact Center Express install or if you are upgrading from Contact Center Express 3.0, this is all you need to do do not follow the database migration steps below. If you are upgrading from 2.x, then you must first create the ASMediastore Database to its 3.0 version by: 1 Renaming 'AS Script Master.txt' to a temporary name, say 'temp.txt'. 2 Renaming 'AS Script Master 3.0.txt' to 'AS Script Master.txt'. 3 Run the 'AS Maintain Database.bat' batch file.

22 Administration 22 Migrate 2.x Database to 3.0.x If you have existing 2.x media store databases, the first step prior to migration is to upgrade these databases to the latest 2.x format. Do this by running the 'AS Maintain Database.bat' in the 'SQL Script' folder under each of the specific media stores. Under the 'SQL Script' folder you'll find a 'Conversion to 3.0' folder. In here is a conversion script you need to run from a SQL Server tool such as SQL Query Analyzer or SQL Server Management Studio Express (for SQL 2005). You can run the conversion script multiple times, allowing Contact Center Express 2.x information to be imported into the 3.0 database in several chunks while you are still using Contact Center Express 2.x. This transfers additional data that may have been added to the 2.1 database in the interim to the new ASMediaStore. The conversion script accomplishes this by creating new tables in the old database named ConvertTo3xxx. These conversion tables keep track of what has been exported and allows the script to detect unexported data in subsequent executions of the conversion script. The conversion script makes some assumptions. A key one is that the old databases and the new ASMediaStore run on the same SQL Server instance obviously on the same server. It also needs, prior to being used the first time, a manual edit step to paste the ServerInstanceId of the particular media store into the script. Getting the ServerInstanceId In the ASMediastore Database, work items (interactions) are keyed to a server identifier known as the ServerInstanceId (a GUID). This will allow multiple instances of the same media store type to be run against a single database in the future. This ServerInstanceId must be known before migration. Find it by starting and stopping the new media stores against the empty ASMediastore Database. The assigned ServerInstanceId will have been written to the media store.ini file. Copy the value of this GUID and find (at the beginning of the conversion script) the line: = 'df5ef5120dcd4d0ea90ea9c42ced3bde'. Paste the value from the ini file between the '' marks. Migration Script Example If migrating the Preview Contact database: 1 Create the new ASMediaStore to 3.0 as above. 2 Run the 3.0.x Preview Contact Media Store once. 3 Stop both (the 4.0 and 2.x) Preview Contact Media Stores. 4 Bring the 2.x ASPreviewContactMediaStore up to its latest version. 5 Open the conversion script in a tool such as Query Analyser. 6 Open the.ini file for the 3.0.x Preview Contact Media Store and select the server instance ID Server Instance ID = df5ef5120dcd4d0ea90ea9c42ced3bde.

23 Administration 23 7 Copy the GUID (underlined above) to the migration script in Query Analyser and paste so that the resulting statement appears as: = 'df5ef5120dcd4d0ea90ea9c42ced3bde' 8 Run the migration script. The script will print status messages indicating how many records have been converted. As mentioned above, this script may be run multiple times. Run finally after your 2.x media store has been stopped for the last time. Complete the above migration process for all media stores to be migrated to the ASMediastore Database 3.0. Upgrade 3.0 Database to 3.0.x After all migrations are complete, upgrade the 3.0 ASMediastore Database to 3.0.x by: 1 Copying the temporary file name ('temp.txt' from above) to 'AS Script Master.txt' 2 Running the 'AS Maintain Database.bat' batch file.

24 Administration 24 Start / Configure / Monitor Service The configuration and monitoring of this Contact Center Express service is accomplished by the Application Management Service. One component of this service is the Contact Center Express Control Panel, a user interface that allows you to add and change configuration and operation information about currently monitored servers. For detailed information on how to configure this service, refer to the about the Contact Center Express Control Panel User Guide.pdf.

25 25 Index A Administration 16 C Create/Upgrade Databases 18 E Error Logging 12 H How does Media Store Work? 8 I Install Application 15 Installation 15 Installation Requirements 13 Introduction 6 K Knowledge Base v M Migrate 2.x Media Store Databases to , 21 O Overview 17 P Preface iv R Related Documents v S Start / Configure / Monitor Service 24 System Requirements 13 W What is Media Store? 7