Installation Guide. Automatic Call Distribution. IMPORTANT! Installing Technician!

Transcription

1 Installation Guide Automatic Call Distribution IMPORTANT! Installing Technician! Please read the entire contents of this Guide before starting installation! Effective Call Center Management STRATA CIX

2 Publication Information Toshiba America Information Systems, Inc., Digital Solutions Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc., Digital Solutions Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant. Copyright 2004 Toshiba America Information Systems, Inc. Digital Solutions Division All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems without express written permission of the publisher of this material. Strata and SmartMedia are registered trademarks of Toshiba Corporation. Stratagy is a registered trademark of Toshiba America Information Systems, Inc. Trademarks, registered trademarks, and service marks are the property of their respective owners. CIX-IG-CCACD-VA Version A, December 2004

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4 Strata CIX ACD Installation Checklist This checklist only highlights important installation information ,QYHQWRU\$&'6WDUWHU.LW&RQWHQWV Make sure that your kit contains the following items: S Media Application Server (MAS) S Strata CIX ACD System Administrator Guide S Strata CIX ACD Installation Guide,QVWDOO+DUGZDUH S For multi-node LANs, make sure that all ACD Agents, Supervisors, and related personnel, such as Attendants, and the associated voice mail system are located on the same node. S Refer to the Strata CIX I&M manual for installation procedures for the Media Application Server (MAS). 3UHSDUH6WUDWD&,; S Program the CIX: Refer to Installation Chapter Software Installation and perform all of the steps under Step 2. 5HJLVWHU/LFHQVHV Perform all of the steps under Step 3. You must obtain a license from the Toshiba FYI web site for: S CIX ACD S Strata ACD and OAISYS S Insight CIX (if you have purchased Insight) 6HW8S$&'6HUYHU Refer to Step 4: Set Up ACD Server Components. If you have read and completed this checklist, installation will be a breeze! OK, let s get started!

5 Contents Introduction Organization...iii Conventions... iv Related Documents/Media... v User Guides and Manuals... v CD-ROMs... v Installation Step 1: License(s) Generation... 1 Step 2: Prepare Strata CIX... 1 Step 2A: Strata CIX License... 1 Step 2B: Assign Pilot DNs... 1 Step 2C: Assign Music Sources... 2 Step 2D: Assign Announcement Ports... 2 Step 2E: Set up IPT/DKT Feature Support... 3 Step 2F: Set up LAN... 3 Step 3: License Registration for Strata ACD for MAS... 4 Step 4: Set Up ACD Server Components... 4 Step 4A: License Verification... 4 Step 4B: Check Current Services and Level 2 OAI Settings... 5 Step 4C: Set Up Voice Assistant... 7 Step 4D: Set Up ACD... 8 Step 5: Install Optional Software (Clients)... 9 Step 6: Set Up Optional Software... 9 Strata CIX ACD Installation 12/04 i

6 Contents ii Strata CIX ACD Installation 12/04

7 Introduction This document provides the overview of the installation process of Strata ACD for Media Application Server (MAS) for Strata CIX system. Organization This document covers the following major steps for installing ACD: Preparing the ACD PC Installing License Key(s) License(s) Generation Preparing Strata CIX Setting Up Net Server Installing Optional Software (Client) Setting Up Optional Software Strata CIX ACD Installation 12/04 iii

8 Introduction Conventions Conventions Conventions Note Important! $ULDO%ROG Courier + Tilde (~) See Figure 10 Description Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Calls attention to important instructions or information. Represents telephone buttons. Shows a computer keyboard entry or screen display. shows a multiple PC keyboard or phone button entry. Entries without spaces between them show a simultaneous entry. Example: Delete+Enter. Entries with spaces between them show a sequential entry. Example: +. Means through. Example: 350~640 Hz frequency range. Grey words within the printed text denote cross-references. In the electronic version of this document (Strata CIX/CTX ACD Application Software and Documentation Library CD-ROM or FYI Internet download), crossreferences appear in blue hypertext. iv Strata CIX ACD Installation 12/04

9 Introduction Related Documents/Media Related Documents/Media Some documents listed here may appear in different versions on CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document s title page. User Guides and Manuals Strata CIX and CTX ACD Call Center Solutions General Description Strata CIX and CTX ACD Agent/Supervisor User Guide Strata CIX and CTX ACD System Administrator Guide Strata CIX and CTX IPT/DKT Telephone User Guide Located on the OAISYS CD-ROM: OAISYS Net Server Operations Manual OAISYS Voice Assistant Installation Guide OAISYS Chat, System Administrator s Guide OAISYS Call Router on CIX/CTX Operations Manual OAISYS Net Phone System Administrator s Guide CD-ROMs OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone Strata CIX Application and Documentation Library Strata CTX WinAdmin Application Software and Documentation Library For authorized users, Internet site FYI ( contains all current Strata CIX/ CTX documentation and enables you to view, print and download current publications. Strata CIX ACD Installation 12/04 v

10 Introduction Related Documents/Media vi Strata CIX ACD Installation 12/04

11 Installation This chapter gives the initial steps to set up and configure the ACD. Please read the entire contents of this chapter before beginning installation. Note License key (dongles) for ACD and Insight are not required. Step 1: License(s) Generation Important! You must obtain a valid license for the ACD software modules that you will install. For this process, you will need the Order Number and the serial number of the MAS. ³ Follow the latest instructions posted on Note If you are installing Insight CIX, you can specify the quantity in the same license generation screen, and all the licenses are generated together. Step 2: Prepare Strata CIX The Strata CIX provides an intelligent link for controlling calls using external software. This LAN link will need to be defined along with the Pilot Directory Numbers (DNs) to be used for Computer Telephony Integration (CTI) modules, including Strata ACD. In addition, a series of standard station ports will need to be defined for use with a PC speech card to provide the messages for ACD, or other ports for optional Interactive Voice Response (IVR), or other applications. The final step is to define feature buttons on the Agent s and Supervisor s phones to make access to the features easier to use. Step 2A: Strata CIX License In order for Strata ACD for MAS to work with Strata CIX, it requires the ACD license on Strata CIX, LIC-CIX-ACD. Follow the instructions given in Chapter 10 of the Strata CIX/CTX Programming Manual Volume 1. Step 2B: Assign Pilot DNs Strata CIX provides a type of Phantom Directory Number (Pilot) where calls can be directed. Calls arriving at this Pilot DN are monitored by the CTI application for action by the assigned software module. You will need to define a Pilot DN for each ACD Group to be used by the ACD. Calls ringing the Pilot DN notify the ACD. Defined ACD call handling rules will be followed. ³ From emanager, click Advanced Configuration > Station > Pilot DN and configure Program 540, then use the following Feature Buttons (FBs) to assign new Pilot DNs. FB00 specifies the DN for the Pilot DN. Toshiba recommends using DNs 500~529 to match the default parameters for MIS. FB01 specifies the type of destination for the After Shift destination (Dialing Digits - from the telephone, press ). Strata CIX ACD Installation 12/04 1

12 Installation Step 2: Prepare Strata CIX In emanager, the box to the right of FB01 specifies the destination DN for calls when CTI service is not running. If programming from a phone, press 6SNU to access this parameter. FB02 specifies the Voice Mail ID to be used if the destination is a Voice Mail system. ³ To Remove Pilot DNs, go to emanager, click Advanced Configuration > Station > Pilot DN and configure use Program 541. Step 2C: Assign Music Sources Each ACD group specifies which music or announcement source will be used for the calls waiting in its queue. This enables playing information related to the specific function of that queue. Strata CIX supports this function using its music ports (max. 15). Strata CIX provides one music source (source 1) on the processor card, three on the first BIOU card (sources 2~4), three on the second BIOU card (sources 5~7), and up to eight others connected to standard station cards using a coupling transformer for impedance matching between the music source and the station interface. ³ To Assign Music Source Ports ³ From emanager, click Advanced Configuration > System > Music on Hold and configure Use Program 109. Step 2D: Assign Announcement Ports Announcements are essential to a functioning ACD and are of two types initial announcement and a periodic (continue to wait) announcement. Standard station ports need to be assigned in much the same way as Voice Mail systems to provide these announcements. The number of announcements to be used is not important since the ACD software takes care of which announcement is played when the call is connected to one of the announcement ports. Thus the determination of the number of ports needed for announcements is based upon traffic. ³ To determine the number of announcement ports needed ³ Take the estimated number of calls expected to be handled in queue at any point in time, multiply by the number of seconds each announcement is expected to take and divide by the repeat interval (music time + announcement time). For example, if an announcement averages 10 seconds each, repeating every 60 seconds, and up to 28 calls are expected in queue (sum of all queues) at any point in time, then the number of ports needed is 28 x 10/( ) = 4 ports. Note Announcement ports should not have any hunting arrangements ³ To program the announcement ports for MAS MAS uses VOIP for announcements, and LIPU card is required. From emanager, click Advanced Configuration > Station > Assignments and configure Program 260 ports must be configured for announcement. FB01 Type must be set to ACD ANNOUNCE From emanager, click Advanced Configuration > Station > Assignments and configure Program 204 FB33 Stop sending LCD Data should be ON. 2 Strata CIX ACD Installation 12/04

13 Installation Step 2: Prepare Strata CIX Step 2E: Set up IPT/DKT Feature Support Program the digital telephones to be used by ACD Agents and Supervisors so some buttons make feature access easy. ³ From emanager, click Advanced Configuration > Station > Assignments and configure Program 205 to make feature button assignments on the telephone. The feature code for ACD features is 900 and the specific code (Parameter 1) is the last two digits shown. From a telephone, press 6SNU to enter APL No. (Parameter 1) codes. Feature Button Notes Log In/Out Keep a record of these assignments since the ACD software will need the same assignment information, later in this installation process. Agent/Supervisor phones must use a DN that does not have appearances on other telephones nor can they have any type of hunting arrangement. CO lines, pooled lines or Group CO (GCO) buttons for lines used for delivering ACD calls cannot appear on these telephones. Step 2F: Set up LAN A communications link must be made between the Strata CIX and external PC with the CTI application. The first requirement for this connection is a Strata CIX license for the LAN port. A license is only needed for the LAN port since all other license control is provided in a license key provided by the CTI software. Strata CIX and the CTI PC will need to have static IP addresses assigned within the network that will be connected with the CTI PC. Two different methods are possible for the LAN. The first connects Strata CIX directly onto the inhouse LAN and the second provides a private LAN for the telephone system and only connects the CTI PC to the in-house LAN (this uses two NIC cards in the PC). The latter operation is preferred to avoid normal business traffic from affecting the telephony functions and vice versa. If you use the in-house LAN option, then a static IP address needs to be assigned by the Network Administrator. ³ To set up the LAN Code APL No (6SNU Feature Button 90 End Wrap Up Code APL No (6SNU Avail/Unavail 91 Join 96 Work Unit Monitor Call ACD Help 93 Start/End Shift 98 ACD PU 94 Display Status From emanager, click Advanced Configuration > Utilities > Operations and configure Program 916 to change the IP address from the default of , sub-net mask of and Gateway of to the address matching your local network. 2. Make sure that you have a Strata CIX license to use a LAN port for connecting to the CTI PC. 3. From emanager, click Advanced Configuration > System > I/O Devices and configure Program 803 and enter the following FBs to establish of one of the system ports for use as a LAN port: FB00 CTI logical ports are 201~208. Choose the one available from 200~ Strata CIX ACD Installation 12/04 3

14 Installation Step 3: License Registration for Strata ACD for MAS FB01 Choose LAN. In emanager, in the box below FB00, assign a device port number (1~9). When programming from a telephone, press 6SNU to access this parameter. 4. From emanager, click Advanced Configuration > System > I/O Devices and configure Program 801 and the following FBs to assign the properties of the LAN port: FB00 Choose the device port number to be assigned (1~9). Use port assigned in above step (Program 803, FB02). FB01 TCP FB02 Server FB03 Asynchronization FB (or assign an available TCP port number) FB05 ~FB08 Leave at default values. Step 3: License Registration for Strata ACD for MAS The license for Strata ACD for MAS is managed by the emanager. The license obtained at FYI must be uploaded and activated by emanager before setting up Strata ACD for MAS. Please refer to the emanager chapter in the Strata CIX Programming Manual. Step 4: Set Up ACD Server Components Strata ACD for MAS is pre-installed on MAS. If there is no license, ACD software shuts down. Therefore, before setting up the ACD, a valid license must be uploaded and activated by emanager. Step 4A: License Verification 1. To verify the license, click on Services tab > Copykey from the OAISYS Net Server (shown below). The right column of this screen displays the features and capacities licensed. The following is detailed descriptions for each license value listed in the screen: SFES total points contains a combination of the following: Call Router 75 points 4 Strata CIX ACD Installation 12/04

15 Installation Step 4: Set Up ACD Server Components Database Assistant 110 points Net Server 40 points Voice Assistant 22 points per Voice Assistant port DFES points represent 22 points per Net Phone user. T_AD points represent: Strata ACD 3 points for Enhanced Strata ACD or 1 point for Basic Strata ACD T_EA or T_BA contains the number of agents. (Example shows 200 agents.) E_MAN shows the maintenance expiration date. (Example shows 4/22/03.) Step 4B: Check Current Services and Level 2 OAI Settings 1. Assess current services: Open the Net Server, choose the Services (screen below) tab to see what is loaded on the system. Refer to the OAISYS Net Server Operations Manual on the Strata CIX ACD CD-ROM for instructions on setting up Net Server. 2. Make OAI visible: All other modules in the system are connected via the Net Server. The first element to set up is LVL2OAI. This module provides the communications link with the PBX. To make the LVL2OAI visible, rightclick on that item in the Service tree and choose Show Service Window. If LVL20AI is not listed, click Start > Programs > OAISYS > Netserver Components > Levela20AI Service. 3. Ensure Status is running: The Service 6144 has three tabs (screen below): Status, Events, and Devices. Make sure that the PC is communicating with Strata CIX. On the Status tab, if the two LEDs are green, a connection has been established with Strata CIX and with Net Server. Both LEDs must be green to proceed. If the Toshiba NHS Connection light it red, click Setup and make sure the IP address is the same one entered in Program Set up OAI log files: Select the Events tab.right click, select Set Log Sizes. Toshiba recommends these settings: Scroll Buffer = 1000 lines. File Size = 10,128 Kbytes Number of Backup Log Files = 32 files Click OK Strata CIX ACD Installation 12/04 5

16 Installation Step 4: Set Up ACD Server Components 5. Define the phones to be used for Agents: Select the OAI Devices tab, then define the type of each phone to be used by Agents and the ACD feature button location (see table below) for each device. To automate this process see next page. Value (enter into Devices Table) Feature Keys 1~20 1~20 ADM1 Feature Keys 1~20 401~420 ADM2 Feature Keys 1~20 421~440 Phones that are listed without displays will get audible tones in place of LCD messages for prompting to enter information. Notes This data must agree with button assignments made earlier in DKT Feature Support, Program 205. Even when using a Phantom DN to log in, the PDN must be entered here. To automate this process, use Synch Table with Switch to extract all extension information from the switch. Then verify Keyset Type, Display Type and Button Assignment. It is strongly recommended to remove unnecessary phones after Synch Table with Switch is used. 6. Define Add-on module or DSS consoles to be used for Agents: If Add-on modules or DSS consoles are used for Agents, select the OAI Devices tab, then define the type of device to be used by Agents and the ACD feature button location for each device. Unique ACD button assignments for these devices are listed below. ADM 1 ACD Button Assign. ADM2 ACD Button Assign Strata CIX ACD Installation 12/04

17 Installation Step 4: Set Up ACD Server Components Step 4C: Set Up Voice Assistant DSS ACD Button Assignments The Voice Assistant (VA) plays the announcements for ACD. This is done by the ACD requesting from the VA an available port in a designated group to send the caller to. The VA responds with the DN of the port for the call to be transferred. Refer to the Voice Assistant Installation Manual on the Strata CIX ACD CD-ROM for details. 1. Make sure Dialogic System Service is on. 2. Make the VA Visible: Right-click on the VA Host item in the Net Server Service tree and choose Show Service. If VA Host is not listed in the services, start the application by clicking Start > Program > OAISYS > Voice Assistant. 3. Ensure the VA module is operational: Make sure that the VA Server Status tab has a green light indicating a connection to the Net Server. Use OAI Integration should be checked and the OAI Link should have a green light. 4. Set up VA log files: Open the Voice Assistant window (usually from the Start menu, or by clicking the icon). Select Setup > Show Events. Right click on an open area. Select Set Log Sizes. Toshiba recommends these values: Scroll Buffer = 1000 lines File Buffer Size = 10,128 Kbytes No (number of) Files = 5 files Right click on Start Log and define the path to save the file. 5. Define ports from the VA Pgm VPort tab: Each port needs to be defined to indicate which DN from the Strata CIX is connected to that port. And that port needs to be assigned a group number. Typically Group #1 is used for the ACD announcements. The ports can be split up and used for other functions as needed by assigning ports for other purposes. Ports that have the System Admin. Port checked can be used for recording announcements. You should designate one port for this purpose, preferably the last port in the list. Strata CIX ACD Installation 12/04 7

18 Installation Step 4: Set Up ACD Server Components Define ports for Strata CIX ACD VA For the Strata CIX ACD for MAS, the IP address of LIPU card should be assigned in the IPU IP Addr field of the Voice Assistant screen (shown at right). After the IP address is set or changed, the port must be restarted by: unchecking Equipment port for use field and clicking Save followed by checking Equipment port for use field and clicking Save Note If hardware is equipped for more voice ports than the system is licensed for, disable unused ports by unchecking Equip Port for Use. Failure to do so may result in ACD applications running in Demo Mode because of insufficient licensing. Step 4D: Set Up ACD Note See the Strata ACD System Administrator Guide on the Strata CIX ACD CD-ROM for more details. This module is where all the parameters for the ACD operation are defined including all Agents, Supervisors, and Actions. 1. Make Strata ACD visible: Right click on the ACD item in the Net Server Service tree, choose Show Service. If ACD is not listed in the services, start it by clicking Start > Programs > OAISYS > ACD. 2. Ensure the Module is operational: Log in (default user/pass. is Admin/Admin). The Strata ACD window 6145 appears (shown right). 3. Set Up ACD Log Files: Open the Strata ACD window. Select Setup > Show Activity. When the Strata ACD Events window opens, right click on an open area in the window. Select Set Log Sizes. Toshiba recommends these values: Scroll Buffer = 1000 lines File Buffer Size = 10,128 Kbytes No Files = 5 files Right click on Start Log and define the path to save the file. 4. Set Up TKI Log Files: Open the TKI window. Select File > Events. Right click on the TKI Events Window. Select Set Log Sizes. Toshiba recommends these values: Scroll Buffer = 1000 lines File Buffer Size = 10,128 Kbytes No Files = 5 files Right click on Start Log and define the path to save the file. 8 Strata CIX ACD Installation 12/04

19 Installation Step 5: Install Optional Software (Clients) 5. Open Strata ACD Administrator: Go to the Start button and select Programs > OAISYS > Strata ACD Administrator. This administration program provides the screens for defining the Agents, Supervisors, Actions and ACD Groups. Refer to the Strata ACD System Administrator Guide for details. The last two pages describe where and how to record custom announcements for each ACD group. Step 5: Install Optional Software (Clients) Once the server is installed and working, you can install the client software. Client software modules include Net Phone, Chat from OAISYS and Insight Supervisor or inview for Insight CIX. These modules are installed onto the user s desktop. ³ To install optional software, insert the CD-ROM into each desktop PC, click the button for the appropriate item and follow the instructions on the screen. Choose to Reboot at the end. Step 6: Set Up Optional Software Several optional modules may be used in conjunction with Strata ACD or independently from Strata ACD. Refer to the installation or setup manual that comes with the module. Strata CIX ACD Installation 12/04 9

20 Toshiba America Information Systems, Inc., Digital Solutions Division 9740 Irvine Blvd., Irvine, CA (949) Toshiba America Information Systems, Inc. Printed in U.S.A. Stratagy is a registered trademark of Toshiba America Information Systems, Inc. Strata is a registered trademark of Toshiba Corporation. Specifications subject to change without notice. Some features require optional hardware to support full capabilities.