VU-ACD Version 4 Client Installation Guide

Transcription

1 VU-ACD Version 4 Client Installation Guide Part No North Commercial Street, Manchester, NH, , USA Support / Office , Fax ,

2 REVISION HISTORY 03/26/ Released 06/30/ Revised 10/07/ Revised 01/25/ Revised 06/19/ Revised 08/11/ Revised 08/11/ Revised COPYRIGHT Copyright by Perimeter Technology. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language or computer language, in any form or by means, electronic, electrical, mechanical, optical, chemical, manual or otherwise, without prior written permission from Perimeter Technology, 540 North Commercial Street, Manchester, NH , U.S.A. As enhancements to products are made on a continuing basis, the material in this document is subject to change without notice at the sole discretion of Perimeter Technology. TRADEMARKS Crystal Reports is a trademark of Business Objects, SA. DMS and NORTEL are trademarks of Northern Telecom. VU-ACD and VU-ACD Fax are a trademarks of Perimeter Technology (all rights are reserved). Acrobat Reader Copyright Adobe Systems Incorporated. All rights reserved. Adobe and Acrobat are trademarks of Adobe Systems Incorporated, which may be registered in certain jurisdictions. Windows, Windows 95, Windows 98 and Windows NT are trademarks of Microsoft Corporation. Other product names mentioned herein are used for identification purposes only and may be trademarks and/or registered trademarks of their respective companies.

3 TABLE OF CONTENTS VU-ACD Client 1.0 Introduction VU-ACD Client Components VU-ACD Compatibility Windows Compatibility Crystal Reports VU-ACD Client Applications VU-ACD Client Communication Help Installation 2.0 Introduction Workstation Configuration Modem Driver Dial-Up Networking & TCP/IP Protocols Operating System Server Connectivity Serial Direct Connect Dial-Up Modem LAN VU-ACD Client Installation Procedures VU-ACD MIS Configuration Device Configuration Client Port VU-ACD User Permissions Windows Printer Uninstall VU-ACD Table of Contents

4 2 Configuration 3.0 Introduction General Parameters Time Zone Adjustment Host/Server Connection Server Connect On Windows Startup Server Disconnect On User Logout Server Fax Server Path Serial Direct Connect Prerequisites Procedure Dial-Up Connect Prerequisites Procedure Modem Reset TAPI Dial String Format/Characters LAN Connect Prerequisites Procedure External Display Prerequisites Procedure Stat-VU Manager FMS (Force Management System) Prerequisites Procedure Operation 4.0 Introduction Initial Testing Start VU-ACD Client User Logon Table of Contents

5 3 4.2 Troubleshooting VU-ACD Client Communication Application Close Re-Display Broadcast Messages Communications Statistics About Appendix A: Converting Custom Reports Appendix B: VU-ACD Fax B.1 Introduction...B-1 B.2 Installation...B-1 B.3 Starting The Program...B-4 B.4 Setting Up The Fax Server...B-5 B.5 Menu Options...B-6 B.6 Button Commands...B-6 B.7 Windows And Status Bar...B-7 B.7.1 Main Window...B-7 B.7.2 Fax List Window...B-8 B.7.3 Fax Viewer Window...B-8 B.7.4 Status Bar...B-9 B.8 Using VU-ACD To Send Faxes...B-10 B.8.1 Create Fax...B-11 B.8.2 Print Fax...B-12 B.8.3 Exit...B-12 B.9 Edit Menu...B-13 B.9.1 GoTo...B-13 B.9.2 Pause Currently Selected Fax...B-13 B.9.3 Resume Currently Selected Fax...B-13 B.9.4 Delete Current Selection...B-14 B.10 Zoom Option...B-14 B.11 Event Logging Menu...B-14 B.11 Help Menu...B-14 Table of Contents

6 4 B.11.1 Contents and Index...B-14 B.11.2 About...B-14 B.12 Left and Right Arrows...B-15 B.13 Running Under Windows NT/2000 And XP...B-15 Index B.13.1 Differences For In Process Fax Statuses...B-15 B.13.2 Configuring Fax Services in Windows XP...B-16 B.13.3 Configuring Windows 2000 to Send and Receive Faxes...B-18 List of Figures Figure 1.1: VU-ACD Real-Time Display & Reports Figure 1.2: Sample Help Window Figure 2.1: Run Dialog Box Figure 2.2: Welcome Window Figure 2.3: Select Installation Folder Window Figure 2.4: Confirm Installation Window Figure 2.5: License Agreement Window Figure 2.6: Installation Progress Window Figure 2.7: Installation Complete Window Figure 2.8: Device Configuration Screen Figure 2.9: Device Permissions Window Figure 3.1: Launch VU ACD Control Panel Figure 3.2: Control Panel General Parameters Serial Connect Figure 3.3: Serial Host Connection [Direct Connect] Figure 3.4: Port Settings [Direct Connect] Figure 3.5: Serial Host Connection [Dial-up] Figure 3.6: Modem Properties Figure 3.7: Dialing Properties Figure 3.8: Modem Reset Dialog Figure 3.9: Control Panel General Parameters TCP/IP Connect Figure 3.10: TCP/IP Parameters Figure 3.11: External Display Configuration Figure 3.12: Port Settings Figure 3.13: Advanced Port Settings Figure 3.14: External Display Configuration [Stat-VU] Figure 3.15: FMS Configuration [To A Serial Port] Table of Contents

7 5 Figure 3.16: FMS Configuration [To A File] Table of Contents

8 6 Figure 4.1: Launching VU-ACD Real-Time Display Figure 4.2: User Logon Window Figure 4.3: Copyright Window Figure 4.4: Communication Application Menu Figure 4.5: Close Communication Confirm Dialog Figure 4.6: Broadcast Message Box Figure 4.7: Communications Statistics Window Figure 4.8: About VU-ACD Communication Application Figure A.1: VU-ACD Reports Main Menu... A-2 Figure A.2: Custom Reports Configuration Window... A-2 Figure A.3: Crystal Reports Save As Window... A-3 Figure B.1: VU-ACD Fax Setup Warning Window...B-2 Figure B.2: VU-ACD Fax Setup Installation Destination Window...B-3 Figure B.3: VU-ACD Fax Setup Program Group Window...B-3 Figure B.4: Opening Splash Screen...B-4 Figure B.5: VU-ACD Fax Main Window...B-4 Figure B.6: VU-ACD Fax Main Window...B-5 Figure B.7: Main Window...B-7 Figure B.8: Fax List Window...B-8 Figure B.9: Fax Viewer Window...B-8 Figure B.10: VU-ACD Client Control Panel...B-10 Figure B.11: Fax Report Options...B-11 Figure B.12: Fax Builder...B-11 Figure B.13: Pause Fax...B-13 Figure B.14: Help About...B-14 List of Tables Table 3.1: Special TAPI Dialing Characters Table of Contents

9 7 Table of Contents

10 Introduction PREFACE This guide describes how to install the software components of VU-ACD Version 4.x Client application. This guide is divided into the following sections: Section 1 VU-ACD briefly describes the operating environment for VU-ACD. Section 2 Installation describes how to install the VU-ACD application from CD-ROM media. Section 3 Configuration describes how to set up communication with the VU-ACD server and output data to peripheral devices using the Control Panel. Section 4 Operation describes how to launch VU-ACD applications and use the Communication Application to monitor the connection to the VU-ACD host. Appendix A Converting Custom Reports describes how to convert Crystal Reports V7.0 Templates to V9.0. Appendix B VU-ACD Fax describes how to install and use the VU-ACD Fax program. Preface

11 2 Documentation Set In addition to this manual, users should become familiar with the other publications in the VU-ACD Documentation Set: VU ACD Ver. 4 Installation Guide VU ACD Ver. 4 Real-Time Display Guide VU ACD Ver. 4 Real-Time Display For CIC Guide VU ACD Ver. 4 Load Management Guide VU ACD Ver. 4 Standard Reports Guide VU ACD Ver. 4 Standard Reports For CIC Guide VU ACD Ver. 4 Database Export Guide VU ACD Ver. 4 User Group Administration Gd. VU ACD Ver. 4 Server Installation/Maintenance Guide P/N xx P/N xx P/N xx P/N xx P/N xx P/N xx P/N xx P/N xx P/N xx Admonitions Admonitions in the form of notes, cautions and warnings are preceded by the following symbols: Type Symbol Definition Note? This information will help you understand how a feature or function operates or interacts with others. Important Note? This information may prevent your incorrect or incomplete use of a feature or function. Caution Warning!!! This message warns of a condition which may affect MIS operation. This message warns of a condition which may result in the shutdown of the MIS and the possible loss of data. Preface

12 VU-ACD CLIENT Introduction This section briefly describes the operating environment requirements for the VU-ACD Client software. It describes the software and system components which comprise this client application. 1.1 VU-ACD Client The VU-ACD Client is a Windows-compliant application which provides client functionality when connected to a VU-ACD Automatic Call Distributor Management Information System (ACD MIS) server. The application includes a Real-Time Display of agent activities and a client-based historical report generator. Other functions include: Configuration, Load Management (DMS 100), and Adherence To Schedule (optional). The Crystal Reports reporting tool is used for data conversion, report design, generation, display and printout. Standard report templates using the Crystal Reports runtime engine are included with every VU-ACD Client. Custom reports can be created or viewed on a VU-ACD Client by users who have been granted appropriate feature permissions and have installed the full Crystal Reports package. Data contained in standard and custom reports is limited by VU-ACD user permissions Components The VU-ACD Client works with the following components:? Crystal Reports V9.0 and the VU-ACD Client will not run under Windows 95/98. Operating Systems Windows 2000/XP/2003/Vista/2008 VU-ACD Server Application Version 4.1 or higher Report Writer Seagate Crystal Reports Version 9 or later (optional) The VU-ACD Client first invokes a Windows task (VU-ACD Client Communication Application). This task controls messaging and data transfer between the VU-ACD Client and the VU-ACD server. VU-ACD Client

13 VU-ACD Compatibility The VU-ACD Client works with the VU-ACD ACD MIS Real-Time Display interface and database tables. User permissions as defined through the ACD MIS server limit the scope of data that appears. For additional information on User Permissions refer to the VU-ACD Configuration Guide. VU-ACD server software includes device configuration capability for assigning Windows support to individual clients. The number of terminals which can be configured to run Windows is limited by the number of purchased licenses preprogrammed into the server security device Windows Compatibility The VU-ACD Client is fully Windows compliant. It runs within Windows 2000/XP/2003/Vista/2008 Operating Systems Crystal Reports The VU-ACD Client utilizes the Crystal Reports reporting tool for data conversion, report design, display and printout. The viewer portion of Crystal Reports allows users to view and print reports generated with standard and/or custom report templates. Custom Reports requires the installation of the full Crystal Reports Designer which is not automatically distributed with the VU-ACD Client. Permission to modify Private or Public Reports gives the user access to the Crystal Reports Designer Tool for creating/modifying report templates. 1.2 VU-ACD Client Applications The VU-ACD Client consists of the following integrated applications. Real-Time Display Configuration Reports Load Management (DMS-100) Control Panel Communication Application Connection to the server is automatic when any VU-ACD Client application, other than Control Panel or Communication App, is launched. Multiple VU-ACD Client application windows can be opened simultaneously (see Figure 1.1). VU-ACD Client

14 1-3 You can switch from VU-ACD Client programs to other programs or tasks by clicking on the status bar button of another program, or by pressing the Alt+Tab key combination; each press of these keys switches between currently opened applications. FIGURE 1.1: VU-ACD CLIENT REAL-TIME DISPLAY & REPORTS VU-ACD Client

15 VU-ACD Client Communication 1.4 Help VU-ACD Client Communication Application is a task which handles information transfers between the VU-ACD server and VU-ACD Client. It monitors the communication line and presents performance statistics. The Control Panel gives the user the options to load the Communication Application during PC startup and tear down the resulting connection whenever a user logs out of the VU-ACD server. For additional information on the Communication Application refer to Section 4 of this guide. VU-ACD incorporates extensive on-line Help. Pressing F1 displays Help information for the window in which the cursor is currently located (see Figure 1.2). Help also provides hypertext, step-by-step information about how to use the program. FIGURE 1.2: SAMPLE HELP WINDOW VU-ACD Client

16 INSTALLATION Introduction This section describes how to install the software components required to run the VU-ACD Client. Detailed installation instructions are provided for the installation of the VU-ACD Client. The first client must be configured via the VU-ACD Maintenance Menu at the Server for use with as an Administrative VU-ACD Client Device. Subsequent clients can be configured from the VU-ACD Client Device Configuration window on any VU-ACD client workstation. The number of clients that can connect to a VU-ACD server is limited by a parameter in the license file. 2.1 Workstation Configuration! The VU-ACD Client assumes that either a modem or a network card (NIC) is installed on the workstation prior to installation. If the connectivity method is to be serial direct, a pseudo modem with Dial- Up Networking and TCP/IP protocols should be installed in place of the physical modem. Follow the procedures in Sections and to install a modem with the TCP/IP protocols Modem Driver For serial direct as well as dial-up connection to the server, the VU-ACD Client requires that a modem driver and Dial-Up Networking be configured on the personal computer. Any modem driver will work; a modem need not be physically connected to or installed in the personal computer. The driver is required to call up the Windows TAPI interface. Step To Install A Modem Driver 1 From the Windows desktop, select My Computer Control Panel Modem. Check the box next to Don t detect my modem; I will select it from a list. Click on Next. 2 In the Install New Modem dialog box, select any standard modem. Click on Next. From the list of available ports, select a port. Click on Next. Fill in the Location Information and click on Next. With notification that modem setup is complete, click on Finish, then click on OK to close the Modem Property page and return to the Control Panel. Installation

17 Dial-Up Networking & TCP/IP Protocols The VU-ACD Client requires that the TCP/IP be installed and configured on the Windows workstation regardless of the connectivity method (serial direct, dial-up modem or LAN) implemented between the client and the server. TCP/IP is supplied with Windows 2000 or higher and is installed via the Network dialog under the Windows Control Panel.? To check whether or not TCP/IP has already been installed go to the desktop, right click on Network Neighborhood, and select Properties. Scroll through the options on the Configuration Tab. If you DO NOT see TCP/IP - Dial-Up Adapter or TCP/IP - [Some Network Interface Card], then contact your System Administrator. Otherwise, skip this section and go on to Section Installation

18 Operating System The workstation should be configured to run the Windows 2000 or higher operating system with sufficient RAM to enable running the VU-ACD Client application.? Starting with the release of Windows Vista, the Windows Help program (WinHlp32.exe) will not ship as a feature of Windows. Therefore, you must download and install the program (WinHlp32.exe) from the Microsoft Download Center. Reference Microsoft Knowledgebase Article ( CPU, RAM and hard disk space will vary depending on the target operating system. Refer to the appropriate Microsoft publications for detailed configuration and installation requirements. The VU-ACD Client and the optional Crystal Reports require the following hard disk space:? The VU-ACD Client is distributed with the Crystal Reports runtime engine. The full Crystal Reports Designer must be purchased separately, but can be used with the VU-ACD Client to create custom reports. VU-ACD Client [40 MB] Crystal Reports Typical Install [155 MB, 1 GB recommended] Crystal Reports Custom Install [70 MB, 1 GB recommended] Additional disk space should be available to temporarily store imported ACD MIS database table files and report templates, and to provide whatever swap file space may be needed to run Crystal Reports and the VU-ACD Client. The swap file requirement is dynamic and depends on the operating system and the size of the data files.? The VU-ACD Client uses report data downloaded from the VU-ACD server to locally generate reports. Crystal Reports runtime engine creates temporary files in the process of producing a report based on standard or custom templates. Report data files should be periodically purged to control disk usage. Refer to the VU-ACD Standard Reports and Database Table Export guides for information on using the Local Data Management feature to control disk usage. The VU-ACD Client and the Crystal Reports runtime engine are supplied on CD-ROM media. The optional Crystal Reports Designer is also supplied on CD-ROM media. Installation

19 Server Connectivity The VU-ACD Client establishes a data connection with the VU-ACD server by either of three methods: Serial Direct Connection Dial-up Modem Connection LAN Connection Connection is controlled by parameters entered via the VU-ACD Client Control Panel.! TCP/IP is supplied with Windows 2000 or higher and must be installed and configured via the Network dialog under the Windows Control Panel whether the connection is via serial direct connect, dial-up Modem, or LAN. Refer to Section for instructions Serial Direct Connect The VU-ACD Client supports a direct, RS-232 serial data connection with a VU-ACD server. Flow control via hardware lines is required. Serial direct connection requires a cable connection between RS-232 serial ports on the VU-ACD Client workstation and the ACD MIS server. The client port assignment is made via Administration Device Configuration screen and the Control Panel (refer to the VU-ACD Configuration Guide). Flow control cabling is fully described in the VU-ACD Server Installation/Maintenance Guide. Refer to Section 3 of this guide for Control Panel settings associated with serial direct connection to a VU-ACD server.? Serial connection is limited to 50 feet (15 meters); line drivers which do not support flow control cannot be used to extend the communication distance with the server Dial-Up Modem A VU-ACD Client can also connect to the VU-ACD server via a dial-up modem connection. Dial-up connection requires a Windows supported modem at the Client workstation and an answer-only modem at the server. The client modem must be installed and configured under Windows 2000 and higher before the VU-ACD Client application is installed. The server modem port assignment is made via System Administration Device Configuration (refer to the VU-ACD Configuration Guide). Installation

20 2-5 Refer to Section 3 of this guide for Control Panel settings associated with dial-up connection to a VU-ACD server. The Control Panel supports Windows TAPI (Telephony Applications Programming Interface) for setting dialing parameters LAN? The Network Interface Card (NIC) and TCP/IP stack must be installed in the personal computer before the VU-ACD Client application is loaded. Refer to the OEM User s Guide supplied with the NIC and the Windows 2000 setup instructions. A network media drop must link the client to the VU-ACD server. LAN Connectivity supports ACD MIS server to client communication via TCP/IP data communications protocol over Local Area Network (LAN) media. The VU-ACD Client utilizes the TCP/IP stack to establish communication over your network to the ACD MIS server. The TCP/IP Configuration property page in the VU-ACD Control Panel prompts the installer to enter LAN parameters essential to establishing client-server communication with the VU-ACD server. These parameters include: Primary Host Name or TCP/IP address Secondary Host Name or TCP/IP address (optional) LAN Service Number TCP port number in the range of 5000 thru Reset Port (Failsafe Service Number ) Default = 11079? To use the name of the server, either the appropriate look-up table must exist in the hosts or lmhosts file as required by the Windows operating system or the appropriate DNS Configuration must exist on the network host. If using the name does not work, use the IP address instead. The above information should be saved for reference when entering the LAN client parameters under the VU-ACD Administration Device Configuration screen. LAN Connectivity is fully described in the VU-ACD Server/Maintenance Installation Guide. Refer to Section 3 of this guide for Control Panel settings associated with LAN connection to a VU-ACD server. 2.3 VU-ACD Client Installation Procedures??? Shut down all other Windows applications prior to installing or the VU-ACD Client. No task buttons should appear on the Windows Status Bar at the bottom of the desktop. Shut down anti-virus software that may be running in the background. When installing on a Windows 2000 and higher system, the user must have system administrator privileges to install the VU-ACD Client software. The individual user must have permission to write into and read from the registry Installation

21 2-6 individual user must have permission to write into and read from the registry to HKEY_LOCAL_MACHINE/Software.? If VU-ACD v3.0 or higher is installed on the computer, DO NOT uninstall it. This update will uninstall it automatically. However, if a prior version (v2.1.2 or lower) is installed, you must uninstall it before installing v4.0. For further information on uninstalling refer to Section 2.5. Step Prompt Action 1 Windows Desktop Insert VU-ACD Client CD in the CD-ROM drive and wait for the installation program to begin (about 30 secs.). If installing on Windows 2003 or higher go to Step If the AutoInstall Shield fails to start the installation process, proceed as follows: From the taskbar on the Windows Desktop, select Start Run. Type the following path name in the Open field of the Run dialog box (seefigure 2.1): [Dr]:\SETUP (where [Dr] = Drive ID for CD-ROM) Click on OK. Goto Step 3. FIGURE 2.1: RUN DIALOG BOX 2.1 From the taskbar on the Windows Desktop, select Start Control Panel Add or Remove Programs. 2.2 Select Add New Programs button on the left side of the window. Installation

22 2-7 Step Prompt Action 2.3 Under the Add a program from CD-ROM or floppy disk section, click on CD or Floppy. 2.4 <Install Program From Floppy Disk or CD-ROM > Read the information shown in the window. When finished click on Next. 2.5 <Run Installation Program > Browse to the CD drive. Under the VUACD_Client directory, select setup.exe. Click Finish to continue. 3 <Preparing To Install > This window is displayed briefly and requires no response. 4 <Welcome Window to the VU-ACD Client Setup (see Figure 2.2)> 5 <Select Installation Folder (see Figure 2.3)> 6 <Confirm Installation (see Figure 2.4)> 7 <License Agreement (see Figure 2.5)> 8 <Installing VUACD Client (see Figure 2.6)> 9 <Installation Complete window (see Figure 2.7)> Read the information shown in the window. When finished click on Next. The next window prompts you for a location to place the application. Depending on your operating system, you may also need to choose whether everyone who logs into the computer should have access to the program or just the user loading the program. Choose Everyone. Click on Next to accept the default destination folder and continue. Click on Next to confirm the installation. Read the License Agreement and click I Agree. Click Next to continue. Click Next to continue. Click on Close. Now you must configure the connection to the VU-ACD Server. Select Start- Programs-Perimeter Technology-VU-ACD Client-Control Panel. Refer to Section 3 of this guide for step-by-step instructions. Installation

23 2-8 FIGURE 2.2: WELCOME WINDOW FIGURE 2.3: SELECT INSTALLATION FOLDER WINDOW Installation

24 2-9 FIGURE 2.4: CONFIRM INSTALLATION WINDOW FIGURE 2.5: LICENSE AGREEMENT WINDOW Installation

25 2-10 FIGURE 2.6: INSTALLATION PROGRESS WINDOW FIGURE 2.7: INSTALLATION COMPLETE WINDOW Installation

26 VU-ACD MIS Configuration The VU-ACD Client must be configured as a recognized device. Changes to VU-ACD User Permissions may also be required to assure that the user(s) will have access to the newly configured client.? All standard or custom reports generated under the VU-ACD Client are sent to the default printer configured through the Printers Control Panel under Windows. Device configuration can be performed at: VU-ACD Server Another VU-ACD Client Refer to the VU-ACD Configuration Guide for detailed information about accessing and using the Device Configuration screen Device Configuration Client Port To configure a VU-ACD client to run VU-ACD, go to the VU-ACD server or another VU-ACD client and complete the steps described below. Step 1 Select Device Configuration from the Configuration Menu under System Administration. 2 Click on the Add button on the Main Toolbar to display the Add Device Configuration Window (see Figure 2.10). 3 Click in the Device Name field and type the name of this device (max. eight characters). 4 Click on the arrow in the Device Type field and from the drop-down list select Client Device. 5 Click in the Description field and type a description for this device (max. 30 characters). 6 Click on the arrow in the Language field and select the appropriate language from the drop-down list. 7 IF CONNECTING VIA LAN (Local Area Network), make sure the Connected Via LAN option is marked with a check mark. In the LAN Service Number field enter the appropriate service number ( ). Click Send to save the information to the Server.? Coordinate the assignment of the TCP/IP workstation address and the LAN Service Number with your Network Administrator. Installation

27 2-12 Step 8 IF CONNECTING VIA MODEM, make sure the Connected Via LAN option is empty and that the Enable Modem Control Lines option is marked with a check mark. 9 Click on the arrow in the Port field and select a port from the drop-down list. 10 Click on the arrow in the Baud Rate field and select the appropriate speed from the drop-down list. 11 Click on the arrow in the Modem Type field and select the appropriate Modem Type from the drop-down list. Click on Send to save the information to the server. 12 IF MAKING A SERIAL CONNECTION, make sure both the Connected Via LAN and Enable Modem Control Lines options are blank. 13 Click on the arrow in the Port field and select a port from the drop-down list. 14 Click on the arrow in the Baud Rate field and select the appropriate speed from the drop-down list. Click on Send to save the information to the server. FIGURE 2.8: DEVICE CONFIGURATION SCREEN Installation

28 VU-ACD User Permissions If a new client has been configured to support the VU-ACD Client, the user(s) must be granted permission to access the new device under VU-ACD. Step 1 From the Configuration Main Menu, double-click on User Administration in the Permissions menu. You can also use the arrow keys to highlight User Administration and press Enter. The User Administration (user list) window appears. 2 Double-click on a user for whom you would like to select or change device features. The Permissions window appears with the Feature Permissions tab in focus (see Figure 2.11). Click on the Device Permissions tab. 3 If you do not wish to copy device permissions from another user, go to Step 4. If you wish to copy Device Permissions previously set for another User Name, click Copy. From the pop-up window click on the user name from which you wish to copy permissions. 4 Proceed down the list of device features, click on the appropriate check boxes to toggle on or off permission to the device. Check boxes with an X allow the user to access that item. 5 When all changes have been made to Permissions, click on OK and confirm or deny granting the permissions by clicking Yes, No, or Cancel. You are returned to the User Administration (user list) window. 6 Repeat Steps 2 thru 5 to grant or modify device permissions for other users. Installation

29 2-14 FIGURE 2.9: DEVICE PERMISSIONS WINDOW Step 7 Click on the Feature Permissions tab. 8 If you do not wish to copy feature permissions from another user, go to Step 9. If you wish to copy Feature Permissions previously set for another User Name, click Copy. From the pop-up window click on the user name from whom you wish to copy permissions. 9 Proceed down the list of features. Click on the appropriate check boxes to toggle on or off permission to a feature. Check boxes with an X allow the user to access that item. 10 When all changes have been made to Permissions, click on OK and confirm or deny granting the permissions by clicking Yes, No, or Cancel. You are returned to the User Administration (user list) window. Installation

30 Windows Printer Standard and custom reports created through VU-ACD print out via the Crystal Reports print engine. This print engine automatically selects the default Windows printer. To change the default printer under Windows select Start Settings Control Panel Printers from the Windows taskbar.? Refer to Microsoft Help and/or printed documents for instructions on specifying a default printer. Installation

31 Uninstall VU-ACD?! If upgrading from VU-ACD V3.0 or higher, it is not necessary to uninstall. If upgrading from versions lower than V3.0, you must uninstall the previous version of VU-ACD. Before attempting to uninstall the VU-ACD Client, close any currently running VU-ACD Client programs, including the Communication App. Verify that no VU-ACD task buttons appear in the Windows taskbar. If a task button remains, position the mouse pointer over the button and click the right mouse button. Select Close to terminate the program. Each Windows operating system has a different procedure for removing programs. Check the Windows Help System or documentation for your operating system for specific instructions. The Windows Add/Remove function may not remove the following items depending on your system s configuration: \Program Files\Perimeter Technology\VU-ACD Client\ folder Shortcuts for launching programs VU-ACD option in the Programs list Installation

32 CONFIGURATION Introduction There are several options for establishing a datacomm connection with the VU ACD server, including: Serial direct connection Dial-up connection LAN connection via TCP/IP VU ACD Client also supports: External Display interface Force Management System (FMS) interface Terminal configuration and time zone adjustment are accomplished via the VU ACD Control Panel. This section describes the procedures required to enable desired datacomm connections with the VU ACD server and other peripheral devices. It also explores how to set an offset value that alters the time stamps contained in the ACD MIS data stream. To launch the VU ACD Control Panel application, select Start Programs Perimeter Technology - VU-ACD Client Control Panel from the Windows task bar (see Figure 3.1). Configuration

33 3-2 FIGURE 3.1: LAUNCH VU ACD CONTROL PANEL Configuration

34 General Parameters The General Parameters property page allows the user to set the parameters which govern the client/server time relationship and connectivity options (see Figure 3.2) Time Zone Adjustment The Client time difference from host slide control allows the user to set the time difference between the server computer and the VU ACD Client computer. Adjusting the slide pointer to the right offsets client time in 30-minute increments ahead of the server time. Moving it to the left offsets client time behind server time. For example, if the VU ACD server is in California and the VU ACD Client is in Chicago, the client time difference would be two hours ahead of server time. Click and drag the pointer to the right until the desired time difference is shown, i.e., Client time is 02 hours 00 minutes ahead of server time. For the time zone adjustments to take effect, you must exit and logout of the VU ACD Client application(s) and close the Communications Application. Then restart the VU ACD Client application. Refer to Section 4 for information on logout and startup of the VU ACD Client. With the time offset applied, time stamps received from the server will be automatically adjusted on the Real-Time Display and in historical reports. The client Time Zone Adjustment does not apply to the following: Time Values For Archive Data Agent Trace Configuration View Print Log Configuration

35 Host/Server Connection Two options are provided on the General Parameters property page to determine when a VU ACD Client connects to the server and how the connection will be broken. These options can be separately or collectively enabled Server Connect On Windows Startup With the Establish VU-ACD Host Connection On Windows Start-Up option enabled, the VU ACD Client will automatically attempt to connect to the VU ACD server whenever the client computer is restarted. The connectivity method is governed by Control Panel settings. Click on the box next to the option to enable it. (The default setting is to establish the connection at startup.) This option should be enabled if the VU ACD Client terminal is configured to run scheduled Report Groups, output External Display messages and/or FMS data, serve as a Stat-VU Manager, or run other automated functions. You may wish to disable this connection method if dial-up connectivity is being used or if a constant connection to the VU ACD server slows down the server Server Disconnect On User Logout With the Tear Down VU-ACD Host Connection On User Logout option enabled the connection between the client terminal and the VU ACD server will be broken whenever the user logs out of the VU ACD Client software. Click on the box next to the option to enable it. (The default setting is not to tear down the connection at logout.) You may wish to enable this option if dial-up connectivity is being used or if a constant connection to the VU ACD server slows down the server. This option should not be enabled if the VU ACD Client terminal is configured to run scheduled Report Groups, output External Display messages or FMS data, serve as a Stat-VU manager, or run other automated functions Server This field should contain either the IP Address or the DNS of the server on the user's network. Filling in this data allows users to send and/or schedule reports to be sent by Fax Server Path This field indicates path to the folder where VU-ACD should store reports that are generated to be faxed. Reports stay in that folder until the Fax Server polls the folder and sends the report. Windows Dialing options must be set to ensure correct function of the Fax? Server software. Configuration

36 Serial Direct Connect Prerequisites Verify that a modem driver and the TCP/IP protocols have been installed on this terminal (refer to Sections and 2.1.2). Verify that an RS-232, serial cable connection has been made between the VU ACD Client terminal and a serial port on the VU ACD server. Hardware flow control must be established through the cable as described in the VU ACD Server Installation/Maintenance Guide. The serial port on the server must be configured as a Remote Terminal/Client as described in Section Procedure To enable this connection configure the VU ACD Control Panel as follows: Step Prompt Action 1 <VU ACD Control Panel (see Figure 3.2)> 2 <Serial Host Connection property page (see Figure 3.3)> 3 <Port Settings property page (see Figure 3.4)> With the General Parameters property page displayed, click the button next to Serial in the Connection Type box. NOTE: If you will be creating and printing Report Groups on a scheduled basis, verify that the default setting, Establish VU ACD host connection on Windows startup, has been enabled. Click on Serial Host Connection tab. Click on the arrow to the right of the Connection field. Select the COM port to which the serial cable to the VU ACD server has been attached. Click on the Configure Line button to display the Port Settings property page. Use the down arrow in the Port Settings fields to display and select appropriate serial parameters. IMPORTANT: Recommended setting: Bits per second Data bits 8 Parity None Stop bits 1 Flow control Hardware Configuration

37 3-6 Step Prompt Action 4 After completing all field entries, click on OK to close the Properties window; then click on OK to close the Control Panel. 5 This completes the installation process from Section Refer to Section 4 for instructions on how to launch a VU ACD Client application and log into the VU ACD server. FIGURE 3.2: CONTROL PANEL GENERAL PARAMETERS SERIAL CONNECT Configuration

38 3-7 FIGURE 3.3: SERIAL HOST CONNECTION [DIRECT CONNECT] FIGURE 3.4: PORT SETTINGS [DIRECT CONNECT] Configuration

39 Dial-Up Connect Prerequisites Verify that a modem driver and the TCP/IP protocols have been installed on this terminal (refer to Sections and 2.1.2). Verify that a compatible modem has been connected to the VU ACD Client computer and configured using the Windows 2000/XP/2003/Vista/2008 Control Panel, Add New Hardware wizard. An answer-only modem must be configured to the VU ACD server via the Device Configuration screen. Refer to the VU ACD Configuration Guide for details. Verify that functioning telephone lines are connected to both modems (Client terminal and server). Obtain the phone number for the VU ACD server modem Procedure To enable this type of connection configure the VU ACD Control Panel as follows: Step Prompt Action 1 <VU ACD Control Panel (see Figure 3.2)> With the General Parameters property page displayed, click the button next to Serial in the Connection Type box. NOTE: If you will be creating and printing Report Groups on a scheduled basis, verify that the default setting, Establish VU ACD host connection on Windows startup, has been enabled. Click on the Serial Host Connection tab. 2 <Serial Host Connection property page (see Figure 3.5)> Connect Using In the Connect Using box, select the modem for the terminal-to-host connection via the drop-down list in the Connection field. Click on Configure Line button. A threetab window appears (see Figure 3.6). With the General tab selected, be sure that the value entered for Maximum speed corresponds exactly to the modem baud rate at the VU ACD server. Configuration

40 3-9 Step Prompt Action 3 Click in the Only connect at this speed box to enable this function. This feature must be enabled in order to establish a connection with the VU ACD server! You can also alter serial port/call preferences (Connection tab) and dialing/- connection control (Options tab). Generally, the default values under the Connections and Options tabs will work in most ACD MIS dialup applications. Click on OK to close the General tab and return to the Serial Host Connection Window. Where to Dial Under the Serial Host Connection Window, enter the Phone Number for the VU ACD server. This field can also contain TAPI characters (refer to Section 3.4.4). How To Dial If you need to use a country code to dial, click in the check box next to Use Country Code and Area Code in the How To Dial box. The fields, Country Code and Area Code, in the Where to Dial box become active. Select the Country Code for the terminalto-server connection via the drop-down list of supported options. Windows will automatically append the appropriate dialing prefix. Enter an Area Code if required. Configuration

41 3-10 Step Prompt Action 3 Cont. The Windows 2000/XP/2003Vista/2008 TAPI (Telephony Applications Programming Interface) supports a great deal of flexibility in how a call will be dialed. Options include dialing "9" to obtain an outside line from behind a PBX (see Dialing Properties window Figure 3.7). The final dial string appears in the Will Dial field. 4 After completing all entries, click on Apply. 5 Click on OK to close the Control Panel Refer to Section 4 for instructions on how to launch a VU ACD Client application and log into the VU ACD server. FIGURE 3.5: SERIAL HOST CONNECTION [DIAL-UP] Configuration

42 3-11 FIGURE 3.6: MODEM PROPERTIES FIGURE 3.7: DIALING PROPERTIES Configuration

43 Modem Reset Clicking on the Modem Reset button in the Serial Host Connection property page displays the dialog shown in Figure 3.8. This button resets a modem which may be refusing to accept the VU ACD set-up string. The first component of the set-up string resets the modem to factory defaults. Click on OK to reset the modem to factory defaults or on Cancel to abort the operation. An approved modem reset to factory defaults will accept the VU ACD required set-up string.?? If an error message appears while attempting a modem reset, the problem is most likely with the Windows modem driver. You should re-install the modem using the Windows Control Panel as a first step to restoring modem operation. After switching from Serial Direct to Dial-Up Direct on the same COM port, you may need to exit the configuration screen to release the previous port assignment. Then go back to the Serial Host Connection property page and click on the Modem Reset button. FIGURE 3.8: MODEM RESET DIALOG Configuration

44 TAPI Dial String Format/Characters VU ACD Client builds the dial string based on all the entries made in the Where to Dial and How to Dial portions of the Serial Host Connection property page. Other dialing information is derived from the Dialing Properties property page. However, there are situations where special codes must be inserted in the dial string to solve unique dialing problems. Table 3.1 lists and defines the special characters which may be inserted in the Phone Number field or be used to construct a canonical address format which replaces the normal dial string sent to the modem.?? TAPI functions are limited to the features and functions supported by the modem to which the dial string will be sent. Refer to the OEM documentation provided by the modem manufacturer for information about supported TAPI functions. Use of a canonical address requires that the check mark be removed from the User Country Code and Area Code field on the How to Dial portion of the Modem Configuration property page. A canonical address is used to specify a directory number (dial string) in the following format: +CountryCode<Space>[(Area Code)<Space>] SubscriberNumber Subaddress^ Name... where: + The plus sign indicates that the number that follows uses canonical format. CountryCode A variably sized string containing one or more of the digits 0 9. <Space> Exactly one Space character which delimits the end of the CountryCode portion of the address. (AreaCode) A variably sized string containing zero or more of the digits 0 9. AreaCode specifies the area code portion of the directory number and is optional. If the area code is required, it must be preceded by exactly one left parenthesis character, and followed by one right parenthesis character. <Space> Exactly one Space character which delimits the end of the AreaCode portion of the address. SubscriberNumber A variably sized string containing one or more of the digits 0 9. It may include any of the Pause Characters identified in Table 3.1. Other permitted characters include spaces, periods and dashes (hyphens). Parentheses, vertical bar (" ") and caret ("^") characters are not permitted. Any characters not defined in Table 3.1 are ignored. Configuration

45 3-14 The vertical bar is an optional character. If present, the information following it up to the next "+", " " or "^" character, or the end of the string is treated as subaddress information. Subaddress A variably sized string delimited by "+", " ", "^" or the end of the address string. The information can be an ISDN subaddress or address. During dialing, the subaddress information is passed on to the remote party. ^ The caret is an optional character. If present, the information following it up to the end of the address string is treated as an ISDN name. Name A variably sized string treated as ISDN name information. Name is optional and may contain other delimiters. During dialing, name information is passed to the remote party. Example: +1 (603) is the canonical address string for the Perimeter Technology voice telephone number. Configuration

46 3-15 Table 3.1: Special TAPI Dialing Characters Pause Characters, Comma A fixed pause time, normally 2 seconds (device dependent)! Exclamation Point Hook flash, 500ms on-hook, 500ms off-hook. W Alphabetical character Wait for one second of dial At sign Wait for quiet answer, ringback followed by 5 seconds of silence $ Dollar sign Wait for calling card prompt, the "bong" tone? Question mark Ask for input before dialing continues Dial String Characters 0 9 A D * # Alphanumeric characters DTMF and/or pulse digits equivalent to those available on a telephone dial pad! Exclamation point Hook flash (500ms on-hook, 500ms off-hook) P or p Alphabetical character Digits are output as rotary pulses T or t Alphabetical character Digits are output as DTMF tones, Comma Add a fixed length pause (device specific) for each comma (multiple commas may appear in the address string) W or w Alphabetical character Dialing proceeds only after a dial tone has been At sign Dialing proceeds only after a "quiet answer" has been detected (one ringback tone followed by several seconds of silence) $ Dollar sign Wait for bong tone before outputting billing information? Question Mark Dialog box prompts for more digits at the time of dialing. Vertical bar When present the information following the bar up to the next "+", " ", or "^" character or the end of the string is passed to the remote party (i.e. ISDN subaddress) Configuration

47 LAN Connect Prerequisites The Network Interface Card (NIC) and TCP/IP stack must be installed in the personal computer before the VU ACD Client application is loaded (refer to Section ). Refer to the OEM User s Guide supplied with the NIC and the Windows 2000/XP/2003/Vista/2008 setup instructions. A network media must link the client to the VU ACD server. Obtain the TCP/IP address from the LAN administrator. Obtain the following information from the VU ACD Device Configuration screen: LAN Service Number TCP port number in the range of 5000 thru Reset Port (Failsafe Service Number ) Default = Procedure To enable this type of connection configure the VU ACD Control Panel as follows: Step Prompt Action 1 <VU ACD Control Panel (see Figure 3.9)> With the General Parameters property page displayed, click the button next to TCP/IP in the Connection Type box. NOTE: If you will be creating and printing Report Groups on a scheduled basis, verify that the default setting, Establish VU ACD host connection on Windows startup, has been enabled. Click on the TCP/IP Parameters tab. 2 <TCP/IP Parameters property page (see Figure 3.10)> Primary Host IP Address Click in this field and enter TCP/IP address of the Primary VU ACD server. Press Tab to go to the next field. NOTE: It is not recommended that you use the Host Name. (continued) Configuration

48 3-17 Step Prompt Action 2 (Cont. ) Secondary Host IP Address Click in this field and enter TCP/IP address of the Secondary VU ACD server. This is an OPTIONAL field and may be left blank. Press Tab to go to the next field. Service Number Click in this field and enter the LAN Service Number to be assigned to this client. This unique number must also be entered in the VU ACD Device Configuration screen. Press Tab to advance to the next field. NOTE: Make sure the LAN Service Number defined on the VU ACD server is configured for VU ACD. Connect Retry Count Enter the number of times the program should try to reconnect with the host if the initial try fails. Connect Retry Delay This is the interval in seconds the program waits between attempts to connect to the VU ACD server. The default value is 5 seconds. If desired, click in this field and enter a new value. 3 Click on OK to close the Control Panel Refer to Section 4 for instructions on how to launch a VU ACD Client application and log into the VU ACD server. Configuration

49 3-18 FIGURE 3.9: CONTROL PANEL GENERAL PARAMETERS TCP/IP CONNECT FIGURE 3.10: TCP/IP PARAMETERS Configuration

50 External Display Prerequisites Configure the VU ACD Client terminal for direct connect, dial-up or LAN connectivity with the VU ACD server (refer to Sections 3.2, 3.3 or 3.4). If you intend to enable this option on a client PC having only one serial port which is already being used for direct or dial-up connection to the VU ACD server, you must install a multi-port serial card. Install and configure the card using the Windows 2000/XP/2003/Vista/2008 Add New Hardware wizard in the Control Panel. Do this before using the Control Panel to enable the External Display interface. Install and connect the External Display(s) to the serial port on the VU ACD Client terminal as described in the Application Note which accompanies the unit. Note the interface type required (refer to the Application Note) and configure the External Display to the same port as the VU ACD Client terminal via the Device Configuration screen. To test an External Display you must create a message set and assign it to the External Display port. Refer to the VU ACD Configuration Guide for details. A VU ACD Client terminal can also be configured to function as a Stat-VU Manager (server) which rebroadcasts messages to LAN connected Windows computers running the Stat-VU Agent Display program. For additional information on the Stat-VU product, contact Perimeter Technology Sales Procedure To enable this interface configure the VU ACD Control Panel as follows: Step Prompt Action 1 <VU ACD Control Panel (see Figure 3.9)> Click on the External Display Configuration tab. 2 <External Display Configuration property page (see Figure 3.11)> The default setting is Disable External Display. Click on the button next to Send to Serial Port to enable the interface. Configuration

51 3-20 Step Prompt Action 3 Click on the drop-down arrow to the right of the Serial Port field. Select the desired COM port from the drop down list of supported ports. 4 To display the default port settings, click on Configure Port button. 5 <Port Settings property page (see Figure 3.12) To change any of the parameters, click on the drop-down arrow of the desired field and select one of the listed values. If additional port parameter control is desired, click on Advanced... button to display the Advanced Port Settings property page (see Figure 3.12). Click on OK or Cancel to return to the Port Settings window. 6 Click on OK or Cancel to close the Port Settings property page. 7 Click on OK to close the Control Panel 8 To test the External Display interface: Create a message set and assign it to the External Display associated with the client port. Verify that the message set appears on the External Display. Configuration

52 3-21 FIGURE 3.11: EXTERNAL DISPLAY CONFIGURATION FIGURE 3.12: PORT SETTINGS Configuration

53 3-22 FIGURE 3.13: ADVANCED PORT SETTINGS Configuration

54 Stat-VU Manager! Enabling the Stat-VU Manager function automatically disables the External Display Data interface. To enable this function configure the VU ACD Control Panel as follows: Step Prompt Action 1 <VU ACD Control Panel (see Figure 3.9)> 2 <External Display Configuration property page (see Figure 3.14)> Click on the External Display Configuration tab. Click on the To StatVU Clients button to enable the interface. 3 Click in the Stat-VU License Key field. Type the license number in this field. The License Key is obtained from Perimeter Technology Product Support during normal business hours (Eastern Time). The license key is based on the Stat-VU computer name displayed below the field and will not work on other VU ACD Client terminals. When the License Key is successfully entered, the number of users for which this copy of Stat-VU has been licensed will be displayed to the right of the License Key field. 4 The IP Port field displays the number It matches the number universally assigned to each of the Stat-VU agents. This number should not be changed unless directed to do so by Perimeter Technology Product Support. 5 After completing all entries, click on Apply. Configuration

55 3-24 Step Prompt Action 6 Click on OK to close the Control Panel Refer to the Stat-VU Administrator s Guide for information on completing Stat-VU agent installations. FIGURE 3.14: EXTERNAL DISPLAY CONFIGURATION [STAT-VU] Configuration

56 FMS (Force Management System) Prerequisites Complete a serial datacomm connection between the VU ACD Client terminal and the Force Management System. Use the Device Configuration screen to assign an FMS Port to the VU ACD Client terminal port. You can configure VU ACD Client to simultaneously write Basic FMS data to a serial port and a file Procedure To enable this function configure the VU ACD Control Panel as follows: Step Prompt Action 1 <VU ACD Control Panel (see Figure 3.9)> Click on the FMS Configuration tab. 2 <FMS Configuration property page (see Figure 3.15)> To Serial Port Click on the To Serial Port button. 3 Click on the down arrow to the right of the Serial Port field. Select the desired COM port from the drop down list of supported ports. Periodic Basic FMS reports received from the VU ACD server will be redirected to the selected COM port and to the FMS. 4 To display the default port settings, click on the Configure Port button. 5 <Port Settings property page (see Figure 3.12) To change any of the parameters, click on the drop-down arrow of the desired field and select one of the listed values. If additional port parameter control is desired, click on Advanced... button to display the Advanced Port Settings property page (see Figure 3.12). Click on OK to return to the Port Settings page. Configuration

57 3-26 Step Prompt Action 6 <FMS Configuration property page (see Figure 3.16)>> To A File Click on the To a File button. Enter the filename to which Basic FMS data will be written. The periodic Basic FMS reports will be appended to this file as they are received from the VU ACD server.! The file receiving the FMS data will continue to grow without bounds as FMS data is appended to it. To avoid filling the PC disk with data, you must periodically purge the file of data. 7 After completing all entries, click on Apply. 8 Click on OK to close the Control Panel 9 Test The FMS Interface Serial Port Allow sufficient time for a Basic FMS report to be generated (every 30 minutes). Verify that a periodic report is being sent to the FMS. File Allow sufficient time for a Basic FMS report to be generated (every 30 minutes). Use a text editor such as Notepad to view the contents of the report. NOTE: For additional information refer to the OEM User Guide supplied with the FMS. Configuration

58 3-27 FIGURE 3.15: FMS CONFIGURATION [TO A SERIAL PORT] FIGURE 3.16: FMS CONFIGURATION [TO A FILE] Configuration

59 3-28 Configuration

60 OPERATION Introduction This section reviews initial start up and troubleshooting procedures using the VU-ACD Client Communication application. 4.1 Initial Testing This subsection briefly reviews the recommended series of steps for launching the VU-ACD Client program. For additional information refer to Sections 2 and 3 of this guide Start The VU-ACD Client Step 1 Verify that the VU-ACD server is running. Power up the personal computer. 2 Verify that the TCP/IP is running on the VU-ACD Client workstation. 3 Click on the Start button on the Windows taskbar at the bottom of screen. 4 Position the pointer over the Programs selection. You ll see the Programs submenu (see Figure 4.1). 5 Select Perimeter Technology-VU-ACD Client. 6 Click on any of the following applications to initiate VU ACD server logon: Real-Time Display Configuration Load Management (DMS-100) Reports Selecting Communication or Control Panel will not initiate a logon. 7 At the VU-ACD User Logon Window enter your login name and password (refer to Section 4.1.2). 8 The VU-ACD Communication application is launched (see Figure 4.1). This application appears as a button on the Windows taskbar while it runs. 9 The application window is displayed. Allow several seconds for the window to reconfigure itself before attempting to access functions. Operation

61 4-2 FIGURE 4.1: LAUNCHING VU-ACD CLIENT REAL-TIME DISPLAY Operation

62 User Logon The VU-ACD User Logon window prompts the user to enter a login name and password (see Figure 4.2). The login name and password must be previously defined for each user through Permissions User Administration. Enter information in the fields as described below: User Name Type a user name, containing up to 14 characters, upper and/or lower case as assigned by the system administrator. The User Name field is case sensitive. Press the Tab key to move the cursor to the Password field.? Spaces entered in either the User Name or the Password field are ignored. Password Type the password in upper and/or lower case, as assigned by the system administrator. The Password field is case sensitive. Passwords must correspond with the User Name. Press the Enter key. The Copyright window appears (see Figure 4.3). Press the Enter key. The VU-ACD Client Communication application is launched.??? If the system has not been successfully initialized, the following message appears: Cannot Process Login Request System not available Press ESC to continue If you receive this message while attempting a login, notify the system administrator. The link may be disabled or may have failed to complete the initialization request. The User Name must have device permission for the terminal at which login is being attempted. If the User Name is not permitted to use the terminal, access to the system will be denied. If someone is already logged-in under the User Name and Password which you have entered, the following message appears: Another User is Already Logged on With This Name Access will be denied until the other user logs off the system. When the user login has been successfully entered and accepted the VU-ACD Copyright window appears (see Figure 4.3). Click on OK to close the Copyright window and move to the VU-ACD Client application. Operation

63 4-4 FIGURE 4.2: USER LOGON WINDOW FIGURE 4.3: COPYRIGHT WINDOW Operation

64 Troubleshooting If you cannot launch the VU-ACD Client applications, complete these steps: Verify that a modem driver and the TCP/IP protocols have been installed on this workstation (refer to Sections and 2.1.2). Check the following datacomm connections: Direct Connect: serial RS-232 cable from the client to a DigiBoard port on the VU-ACD server (hardware flow control cabling must be used), refer to Section Dial-up: serial RS-232 modem cable between the client and the dialing modem; serial RS-232 modem cable between the modem and the VU-ACD server (refer to Section ) LAN: cable between the client and the network Check operation of intermediary devices: Direct Connect: only line drivers supporting hardware flow control can be used Dial-up: modem set-up strings and modem operation; telco connections at both ends LAN: routers, bridges, hubs between the client and VU-ACD server Refer to Section to use the Communication Statistics dialog to debug. Verify that the Control Panel settings have been appropriately entered to establish the desired type of datacomm connection: Direct Connect: COM port, baud rate, hardware flow control Dial-up: TAPI line, phone number of server modem, dialing properties LAN: IP address, LAN Service Number Be sure that the port servicing this VU-ACD client workstation has been configured for Windows operation on the correct serial/lan port via the VU-ACD Device Configuration screen. Use Windows Explorer to launch the following file: c:\program Files\Perimeter Technology\VU-ACD Client\bin\InitReg.exe This application resets the values to zero in the Communication Application and executes the Control Panel for you to reenter the corrected values (refer to Section 3). If a connection is established with the VU-ACD server but you cannot log into the system, complete the following steps: Verify that at least one MIS data link to the VU-ACD is active. Verify your user logon name has device permission for this VU-ACD client workstation. Operation

65 VU-ACD Client Communication Application The VU-ACD Client Communication Application is a Windows task automatically started when a connection to the VU-ACD server is initiated. When running it appears as a button on the Windows task bar. Right clicking on the Communications App task bar button opens a menu of functions that include (see Figure 4.4): Close shuts down the Communications App and breaks the connection to the VU-ACD server. Re-display Broadcast Msgs allows the user to cycle through VU-ACD system messages. Communications Statistics displays performance parameters associated with the datacomm link to the VU-ACD server. About VU-ACD Client Communication App provides copyright and Product Support information for the VU-ACD product. FIGURE 4.4: COMMUNICATION APPLICATION MENU Close Clicking on Close brings up the Communication confirmation window shown in Figure 4.5. Clicking on Yes immediately breaks the connection with the VU-ACD server. Breaking the connection causes the loss of report data being downloaded from the server or of a print job being sent to the server.? All open VU-ACD Client applications will be terminated when the connection to the server is broken. FIGURE 4.5: CLOSE COMMUNICATION CONFIRM DIALOG Operation

66 Re-Display Broadcast Messages Clicking on Re-display Broadcast Msgs pops up a message box such as the one shown as Figure 4.6. Error messages are time stamped and presented in chronological order oldest to most recent. Clicking on OK brings up the next message. Click on the Close button in the upper right corner of the message box to end the display. FIGURE 4.6: BROADCAST MESSAGE BOX Communications Statistics Clicking on Communications Statistics brings up a dynamically updated display of performance data. Displayed parameters vary based on whether a serial direct or LAN (TCP/IP) connection is made to the VU-ACD server. Figure 4.7 shows a Communications Statistics window for a serial direct connection. The counts shown in Figure 4.7 are typical for a properly operating system. The CTS, DSR, and CD LEDs must be red on your screen (they appear black in this print) for serial or dial-up operations. If they do not appear red, refer to Sections or for assistance. Refer to the VU-ACD Server Installation/Maintenance Guide for information on flow control cabling for serial direct connect and modem cabling for dial-up connection. In the Communications Statistics window the Sent and Received packet counts should increment at least every 15 to 30 seconds. If the Resent, Nacks Sent, Orphan, or Lost Sync counts are incremented on a regular basis, this could indicate that the serial port hardware flow control is not wired correctly or a noise problem exist on a dial-up or leased line. If communications between the VU-ACD Client and the VU-ACD server cannot be established, verify that the Client workstation has been properly configured on the VU-ACD server. To close the window click on OK. Operation

67 4-8 FIGURE 4.7: COMMUNICATIONS STATISTICS WINDOW About Clicking on About... displays the information shown in Figure 4.8. FIGURE 4.8: ABOUT VU-ACD CLIENT COMMUNICATION APPLICATION Operation

68 CONVERTING CUSTOM REPORTS A Introduction This appendix outlines the procedure for converting Custom Reports created using Crystal Reports V7.0 to Crystal Reports V9.0.??? Some Custom Reports may need slight adjustments after conversion to ensure that they print correctly. Crystal Reports V9.0 is not automatically distributed with VU ACD For Windows. This is an option. The Crystal runtime engine is distributed with the program to allow custom and standard reports to print. Crystal Reports V9.0 and VU ACD Client will not run under Windows 95. Step 1 Launch the VU ACD Reports application. 2 From the Reports Main Menu select either Public or Private Custom Reports. The program displays a list of existing Custom Reports (see Figure A.1). 3 Click on the title of the report to be converted to select it. From the Edit menu select Modify to display the Custom Reports Configuration window (see Figure A.2). 4 Click on the Launch Crystal Designer button on the Custom Reports Configuration window. 5 When the selected report is displayed in the Seagate Crystal Reports Designer, select Save As from the File Menu. 6 The program displays a Save As window with the file name listed as ptech.rpt (see Figure A.3). Leave the file name as ptech.rpt and click on Save. If the file name is changed, your report may not work later. 7 The program warns you that there is already a file by that name and asks if you want to continue. Click on Yes. 8 From the File Menu select Exit to close the Custom Report. The program returns you to the Custom Reports Configuration window and saves the Custom Report. 9 On the Custom Reports Configuration window click OK to save the Custom Report to the Host and return to the Reports application. 10 Repeat Steps 1-9 for each of your Custom Reports. Converting Custom Reports

69 A-2 FIGURE A.1: VU ACD REPORTS MAIN MENU FIGURE A.2: CUSTOM REPORTS CONFIGURATION WINDOW Converting Custom Reports

70 A-3 FIGURE A.3: CRYSTAL REPORTS SAVE AS WINDOW Converting Custom Reports

71 A-4 Converting Custom Reports

72 VU-ACD FAX B B.1 Introduction VU-ACD Fax provides the ability to fax Crystal Reports in MS Word format (.doc) or Portable Document Format (.pdf) from the VU-ACD Client using a PC equipped with a fax modem running Windows 2000 Pro, Windows 2000 Server, or Windows XP. B.2 Installation Requirements: Operating System: RAM: HD Space: Monitor Resolution: Modem: Windows 2000 Pro and Windows 2000 Server, Windows XP. 64 MB Minimum suggested. 20 MB Minimum for installation. Increases if fax files are kept. 640 x 480 Minimum ( 800 x 600 ) Recommended. Monitor resolution can be increased to any level the user is comfortable with. Internal or External Type 1 or Type 2 Fax Modem connected to a POTS line. The Fax server application needs to be installed from the VU-ACD Client CD. The files are located in a separate folder called Faxserver. When you open this folder you will have to choose from NT2000 (for windows 2000 systems) or XP (for windows XP operating systems). VU-ACD Fax

73 B-2 Step Prompt Action 1 Windows Desktop From the taskbar on the Windows Desktop, select Start Run. Type the following path name in the Open field of the Run dialog box. [Dr]:\Faxserver\NT2000\SETUP (where [Dr] = Drive ID for CD-ROM) - or - [Dr]:\Faxserver\XP\SETUP (where [Dr] = Drive ID for CD-ROM) 2 VU-ACD Fax Setup Warning Window (see Figure B.1) 3 VU-ACD Fax Setup Installation Location Window (see Figure B.2) 4 VU-ACD Fax Setup Program Group Window (see Figure B.3) 5 VU-ACD Fax Setup Progress Bar Window 6 VU-ACD Fax Setup Complete Window Click on OK. Running the Setup.exe executable will install the application for you. Make sure that all other applications are closed and click OK. Click on the icon to accept the defaults and continue the installation. It is recommended that you accept all of the defaults while installing this software. Click Continue to accept the defaults and proceed with the installation. A progress bar is displayed. A message is displayed indicating that the setup is complete. Click OK. FIGURE B.1: VU-ACD FAX SETUP WARNING WINDOW VU-ACD Fax

74 B-3 FIGURE B.2: VU-ACD FAX SETUP INSTALLATION DESTINATION WINDOW FIGURE B.3: VU-ACD FAX SETUP PROGRAM GROUP WINDOW VU-ACD Fax

75 B-4 B.3 Starting The Program Once VU-ACD Fax software has been installed, there will be a new Program Group available in the Start Programs menu called VU-ACD. Within that new group is a program icon called VU-ACD Fax. Click on that icon to start the program. You will first see this splash screen. Click on the splash screen to close it or wait 10 seconds and it will close automatically. This will bring up the Main screen. FIGURE B.4: OPENING SPLASH SCREEN FIGURE B.5: VU-ACD FAX MAIN WINDOW VU-ACD Fax

76 B-5 B.4 Setting Up The Fax Server Step FIGURE B.6: VU-ACD FAX MAIN WINDOW 1 From the Main Menu select Options Setup Options. A new form will appear. 2 Type a name of your choice in the Sender s Name (or Company Name) field. This is generally your Company Name. 3 Enter your fax id in the box marked Sender s ID (Fax Number). This is generally your sending fax number. 4 Click the Up and Down arrows beside the Retries before Abandoning Fax input box to change the number of times a failed fax will retry transmission before abandoning. 5 Click the Up and Down arrows beside the Minutes between attempts box to change the number of Minutes between retry attempts. 6 Note: Some phone companies offer lower rates during certain periods of the day and a user may wish to take advantage of these periods. Selecting the Use discount rate period check box will turn this feature on. Use the Up and Down arrows beside the Start Time Hour and Minute to designate the time at which to start faxing. Repeat these steps with the End Time Hour and Minute to designate when faxing should end. 7 Click the Up and Down arrows beside the Days to keep an unsent fax box to change the number of days an unsent (failed) fax will remain in the system. Once this time period has passed, the unsent fax is deleted. 8 Once all settings are acceptable click OK to save and exit this form. B.5 Menu Options VU-ACD Fax

77 B-6 Menu Options Menu Options File Create Fax Print Exit Edit GoTo In Process Faxes Sent Faxes Pause Selected Fax Resume Selected Fax Delete Current Selection Options Zoom 100% 75% 50% 25% 10% Setup Options Event Logging On Off Help Contents and Index About VU-ACD Fax B.6 Button Commands Just below the Main Menu are command buttons. These buttons allow the user to access Menu commands with a single click. In Process Faxes Sent Faxes Print Fax Zoom Left and Right Arrows Pause Currently Selected Fax Resume Currently Selected Fax Delete Current Selection Help Exit B.7 Windows And Status Bar B.7.1 Main Window VU-ACD Fax

78 B-7 FIGURE B.7: MAIN WINDOW The Main Screen consists of 5 distinct parts. Main Menu Button Command Bar Fax List Window Fax Viewer Window Status Bar VU-ACD Fax

79 B-8 B.7.2 Fax List Window If the Faxes in Process Menu option or Command Button has been clicked this Window will show the user the faxes that are currently in process, in queue or faxes that have failed transmission. If the Sent Faxes menu option or Command Button has been clicked this Window will show the user the faxes that have been sent successfully. B.7.3 Fax Viewer Window FIGURE B.8: FAX LIST WINDOW The Fax Viewer window (the bottom frame of the Main Window) will show the Fax file. This only shows the faxes that have been sent. It will not show faxes that are being sent, in the queue or failed. FIGURE B.9: FAX VIEWER WINDOW VU-ACD Fax

80 B-9 B.7.4 Status Bar The Status Bar at the bottom of the Main Window gives useful information to the user. Information regarding the currently selected Sent Fax includes. Number of pages Current page being shown Zoom percentage of selected fax being shown. Number of faxes in the Queue ( waiting to be sent ). Number of faxes have been sent. Number of faxes that have failed. VU-ACD Fax

81 B-10 B.8 Using VU-ACD To Send Faxes In order for the fax server software to send faxes from the VU-ACD application you must specify the path to the folder where the faxes will be stored prior to being sent. The default folder is C:\Program Files\VU-ACD Fax\Faxing You must enter this information in the VU-ACD Client Control Panel application as the fax server file path. The fax server application must be loaded in the default location. If the VU-ACD Fax application was installed in a directory other than the default you will have to specify that location in the Control Panel. The VU-ACD Fax application will need to be started every time the PC is booted in order to sense and send faxes. Leave it running minimized on your taskbar. FIGURE B.10: VU-ACD CLIENT CONTROL PANEL When generating a report and choosing the fax options you will be prompted for the phone number and recipient name in order to complete the request. If this is a long distance destination you must enter the area code and whatever numbers that will be needed. VU-ACD Fax

82 B-11 FIGURE B.11: FAX REPORT OPTIONS The VU-ACD Client application will place the fax request in the fax server folder which will then activate the fax program and send the report to the number you have specified. Both individual reports and reports generated from a Report Group can be sent using the VU-ACD Fax software. B.8.1 Create Fax This form allows the user to create and send a simple fax. Just enter the proper information in the boxes shown and click Create Fax to send. FIGURE B.12: FAX BUILDER VU-ACD Fax

83 B-12 Data Fields: Recipient Fax Number Fax Prefix Fax Area Code Fax Exchange Last four digits Clear Contents after Creation Create Fax Clear Fax Description: The person receiving the fax. This is broken into four sections. Enter any access codes or 1 for long distance. The example above shows that the user must dial 9*,1 to get an outside line. The Comma inserts a pause. Enter the Recipient s Area code if the call is not local or if it is required by the user s phone company. Enter the Recipient s Exchange. Enter the last four digits of the Recipient s fax number. If the user is going to send several different faxes check this box. This will clear the contents once the Create Fax button has been clicked. Leave this box unchecked if the user is going to send the same message to multiple recipients. This will allow the user to only change what needs to be changed so the user won t have to retype the entire message. Generates a fax for transmission. If the Discount Rate Period option is selected the fax will wait in the Queue until the appropriate time. Clears the text boxes including the Recipient s Name, Fax Number and Message. B.8.2 B.8.3 Exit Print Fax Closes the window. If a fax was composed and the Create Fax button was not clicked it will be discarded. Opens the Printer Dialog box which will allow the user to print the currently selected fax. Exit Clicking this button will close the program.? Closing this program will not stop the faxing process if there are faxes currently in process, queued or failed. These faxes will continue to send until completed. If the user wishes to terminate any queued faxes the user can either open Microsoft Faxing (which should be a printer icon in the Notification window (bottom right of screen)) to terminate the jobs individually or restart this program (VU-ACD Fax) and delete the queued fax jobs. VU-ACD Fax

84 B-13 B.9 Edit Menu B.9.1 GoTo In Process Faxes - Shows the faxes that are currently being transmitted, queued for transmission and faxes that have failed transmission. Sent Faxes - Shows the faxes that have successfully transmitted. The user has the ability to view and print the fax. Multi page faxes can be viewed page by page. Pages can be magnified at 10, 25, 50, 75 and 100 percent. Faxes can be deleted (In Process and Sent). (Once faxes are deleted they will not appear here anymore.) B.9.2 Pause Currently Selected Fax This option on the Edit Menu pauses the specified queued fax job. If the fax job is active, the fax service pauses the job when it returns to the queued state. This means that once transmission has commenced, a fax cannot be paused until it completes with a failure. Once it returns to the queue it will then be paused. If the fax transmits successfully it will not be paused. FIGURE B.13: PAUSE FAX B.9.3 Resume Currently Selected Fax This option on the Edit Menu resumes the currently selected fax job if it is paused. VU-ACD Fax

85 B-14 B.9.4 Delete Current Selection Clicking this button or selecting this option from the Edit Menu will delete the currently selected fax. If the selected fax is In Process, Queued or Failed it will be deleted. If the fax has been sent, the fax file will be deleted. B.10 Zoom Option Clicking this button or selection Zoom from the Options Menu opens a drop down list which allows the user to select the zoom percent of the fax in the lower window. Zoom sizes allowed are 100 %, 75%, 50%, 25% and 10%. B.11 Event Logging Menu This option on the Main Menu will allow the user to select whether Event Logging is turned on or off. Turning Event Logging on will create a log file which is located in the program s folder and has a name of LogMMDDYYYY.log. Where MM is the two digit month, DD is the two digit day and YYYY is the four digit year. Events such as program startup, program termination and fax being sent are written to this file. If logging is turned off this information is not saved. Logging can be helpful in trouble shooting faxing problems. B.11 Help Menu B.11.1 Contents and Index Clicking this option on the Help Menu or the associated button on the tool bar will bring up a help file. B.11.2 About Selecting Help About displays the following window. FIGURE B.14: HELP ABOUT VU-ACD Fax