Avaya Aura Call Center Elite Multichannel Configuration Server User Guide

Transcription

1 Avaya Aura Ca Center Eite Mutichanne Configuration Server User Guide Reease 6.2.3/6.2.5 March 2013

2 2013 Avaya Inc. A Rights Reserved. Notice Whie reasonabe efforts were made to ensure that the information in this document was compete and accurate at the time of printing, Avaya Inc. can assume no iabiity for any errors. Changes and corrections to the information in this document might be incorporated in future reeases. Documentation discaimer Avaya Inc. is not responsibe for any modifications, additions, or deetions to the origina pubished version of this documentation uness such modifications, additions, or deetions were performed by Avaya. Customer and/or End User agree to indemnify and hod harmess Avaya, Avaya's agents, servants and empoyees against a caims, awsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deetions to this documentation to the extent made by the Customer or End User. 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3 Contents Preface Purpose Intended Audience Reated documents Support Chapter 1: Introduction What is Configuration server? How does Configuration Server Work? Language Support Chapter 2: System requirements Desktop Servers Deveopers Chapter 3: Instaation Chapter 4: Operation Create / Update database Running database scripts Backup/Restore/Deete databases Start the Configuration server What is Configuration Manager? Logging to the database Edit Defaut Appication tempate Create New Appication tempate Add configuration fiter properties Add User to a database Assign a user to an appication Compete a user configuration Rea-Life Exampe Scenario Soution Chapter 5: Maintenance Deete a user configuration Deete a user from the database Deete an appication tempate Configuration Server User Guide March

4 Contents Updating tempates Appendix A: Command ine parameters Appication Name /z Primary Server Name /s Primary Server Port /p Secondary Server Name /s Secondary Server Port /p Configuration Fiter /a Fie Name /f Logging State /t Password Encryption /pwd Command Processing /d Incude /i Incude fie errors /j Token vaue /e NEWTOKEN Dump working set (/DWS) Command Line Format Appendix B: Configuration data commands Token deimiter Commands LOOKUP WINENV ENCRYPT STRCAT SUBSTR Keywords COMPUTERNAME USERNAME IPADDRESS TIME DATE CWD WINDIR WINSYSDIR WINTEMPDIR Litera data support Nested commands Recursive oop protection Configuration Server User Guide March 2013

5 Contents Resoution precedence/reentrancy Incude directive Index Configuration Server User Guide March

6 Contents 4 Configuration Server User Guide March 2013

7 Preface This section contains the foowing topics: Purpose on page 5 Intended Audience on page 5 Reated documents on page 5 Support on page 6 Purpose The purpose of this guide is to provide information about the Configuration Server, which acts as a centra repository for configuration information for Avaya Aura Ca Center Eite Mutichanne desktop appications and Configuration Manager, which is the user interface that aows an administrator to add appication configuration data to the Configuration Server database. Intended Audience This guide is intended primariy for administrators in a ca center who are responsibe for configuring and administrating Ca Center Eite Mutichanne. Reated documents You can aso refer the foowing documents in the Ca Center Eite Mutichanne Feature documentation set: Avaya Aura Ca Center Eite Mutichanne Instaation Guide: This document provides prerequisites, instaing, and configuring instructions of various components, such as servers, media stores, gateways, databases in Ca Center Eite Mutichanne. Configuration Server User Guide Comments? infodev@avaya.com March

8 Preface Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowedge artices. You can aso search for reease notes, downoads, and resoutions to issues. Use the onine service request system to create a service request. Chat with ive agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additiona expertise. 6 Configuration Server User Guide Comments? infodev@avaya.com March 2013

9 Chapter 1: Introduction What is Configuration server? The Configuration Server acts as a centra repository for configuration information for Avaya Aura Ca Center Eite Mutichanne desktop appications. It aows a contact center or network administrator to change an appication's configuration information without needing to go to individua desktops. A the information processed by the server is stored in a backend database (SQL Server or SQL Server Express). Because the server operates as a service and has no user interface, adding configuration data to the database is done via a separate appication caed Configuration Manager. Configuring the server itsef it is done via the Configuration Server Manager. This appication aso has the abiity to start and stop the server. Configuration Server User Guide Comments? infodev@avaya.com March

10 Chapter 1: Introduction The Configuration Cient contro integrates a Ca Center Eite Mutichanne appication with its configuration information. It aows an appication to transparenty access information, regardess of its ocation. This contro is stored on the cient PC during the appication insta. How does Configuration Server Work? Configuration Server reads the appropriate configuration information from its manager's system registry and opens the database using that information. Once opened, it sets up a istening socket on the port specified and waits for incoming cient connections. When a Configuration Cient connects to the Configuration Server, it passes it an appication name and configuration fiter (the fiter is made up of properties ike machine name and ogged-in user name). The server executes an appropriate stored procedure against the database, using the appication's name and fiter to identify the required configuration. 8 Configuration Server User Guide Comments? infodev@avaya.com March 2013

11 How does Configuration Server Work? The stored procedure returns configuration data that matches the configuration fiter for that appication. The server packets up the information and sends it to the Configuration Cient. To make the processing easy, the format of the data is exacty the same as that in a oca.ini fie. Later, when the user coses the appication, the Configuration Cient sends any new or changed data back to the server, which then updates the database. Configuration Server User Guide Comments? infodev@avaya.com March

12 Chapter 1: Introduction Language Support The Configuration Server, Configuration Server Manager and Configuration Manager are avaiabe in Engish ony. The Configuration Manager does, however, support the entering and reading of data in any of the anguages currenty supported by Ca Center Eite Mutichanne appications. This is achieved through the use of the AELanguage contros. The database must be instaed using the same character set (code page) for your chosen anguage. Language code Engish 1252 French 1252 German 1252 Itaian 1252 Portuguese (Braziian) 1252 Spanish (Castiian) 1252 Spanish (Coombian) 1252 Chinese (Simpified) 936 Chinese (Traditiona) 950 Japanese 932 Russian 1251 Korean Configuration Server User Guide Comments? March 2013

13 Chapter 2: System requirements The specifications isted here are the minimum recommended. Avaya Aura Ca Center Eite Mutichanne and its components shoud be compatibe with a higher specification hardware configurations than those isted in the foowing section: Desktop For Ca Center Eite Mutichanne Desktop, Ca Center Eite Mutichanne Reporting, Ca Center Eite Mutichanne Contro Pane: Hardware: GHz processor (32-bit / 64-bit) - 2 GB RAM - 10 GB free hard disk space - DVD drive Software: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professiona, Enterprise, and Utimate edition - Microsoft Windows Vista SP2 (32-bit and 64-bit) - Business and Enterprise - Microsoft Windows XP Professiona SP3 (32-bit) - Citrix Presentation Server 4.5 or Microsoft Windows Termina Services 32-bit - Microsoft Internet Exporer 8.0 (Internet Exporer 7.0 wi be used on Microsoft Windows XP) - Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 Servers Hardware: GHz processor with minimum 2 processor cores. - 4 GB RAM - 40 GB free disk space Configuration Server User Guide Comments? infodev@avaya.com March

14 Chapter 2: System requirements - DVD drive Software: - Microsoft Windows 2008 SP1 Server (Enterprise and Standard) 32-bit and 64-bit - Microsot Windows 2008 R2 SP1 - Internet Information Services (IIS) 7 with IIS 6 Management Compatibiity Components - Microsoft Internet Exporer Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 - Appication Enabement Services (AE Services) cient software reease 5.2, 6.1, and 6.2 Core Server One dedicated server for instaing the foowing: - License Director - XML Server - Configuration Server - Appication Management Director - Media Director - Media Stores and Gateways - Ca Routing Server - Virtua Agent - Task Director For Emai ony POP3/SMTP are supported: - Microsoft Exchange Server 6.5, 2003, 2007 Interaction Data Service Server Dedicated Server for Interaction Data Service - excuding Microsoft Internet Exporer which is not required. Database Server One dedicated server on which Microsoft SQL Server 2008 Standard, Enterprise, or Express with Advance Services is instaed so that you can depoy the foowing databases: 12 Configuration Server User Guide Comments? infodev@avaya.com March 2013

15 - Configuration Server (ACS) - ASMSContro Database - ASMSData{x} - ASContact Databases Deveopers Deveoping appications on or with: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professiona, Enterprise, and Utimate edition - Microsoft Windows XP Professiona SP3 32-bit with Microsoft Visua Studio 2005 and Microsoft Windows 2008 Server 32-bit and 64-bit - Standard and Enterprise - Microsoft Windows 2008 R2 - Microsoft Internet Exporer 7.0 and Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 - Appication Enabement Services (AE Services) cient software reease 5.2, 6.1, 6.2 Configuration Server User Guide Comments? infodev@avaya.com March

16 Chapter 2: System requirements 14 Configuration Server User Guide Comments? March 2013

17 Chapter 3: Instaation For fu instructions on how to insta the Configuration Server, see the Avaya Aura Ca Center Eite Mutichanne Instaation Guide. In addition to the standard instaation steps, this document expains: how you can use command ine parameters during instaation to dictate where configuration information is retrieved. how you can change the configuration source from the oca.inc fie to the Configuration Server if an appication has aready been instaed. how to automaticay (sienty) insta an appication foowing a set of pre-defined seection options. Avaya Aura Ca Center Eite Mutichanne Instaation Guide can be downoaded from the Avaya Support Web site: Configuration Server User Guide Comments? infodev@avaya.com March

18 Chapter 3: Instaation 16 Configuration Server User Guide Comments? March 2013

19 Chapter 4: Operation Create / Update database Running database scripts Ca Center Eite Mutichanne provides a set of database script fies (.sq extension) and batch fies (.bat extension) for the creation and maintenance of a databases used by its appications: Configuration Server Interaction Data Service ASContact ASMediaStore These database scripts defauts to Ca Center Eite Mutichanne database coations. Future database updates wi rey on your Ca Center Eite Mutichanne database coation remaining the same as the server coation; and that the server system databases aso defaut to the server coation. Before proceeding, make sure your server coation is correct for your ocae and ikey usage. You wi find these scripts in a foder named SQL Script under the individua appication foder structure. The foders reside on the distribution DVD and are aso instaed when you insta these appications. Run the scripts to either create or maintain the database by doube cicking the Run AS Maintain Database.bat batch fie in the reevant SQL Script foder. If your SQL Server resides on: a different machine to the Ca Center Eite Mutichanne appication, you must run the Run AS Maintain Database.bat batch fie from the DVD foder structure. the same machine as the Ca Center Eite Mutichanne appication, you can run the Run AS Maintain Database.bat batch fie from either the DVD or the instaed foder structure. Configuration Server User Guide Comments? infodev@avaya.com March

20 Chapter 4: Operation the same machine as the Ca Center Eite Mutichanne appication, but the SQL Server is not the defaut instance (as for SQL Server 2008 Express) you must first modify the Run AS Maintain Database.bat batch fie. The second to ast ine in this fie reads: SET ASServerName= which designates the defaut SQL instance. Change this ine to equa the server name \ specific instance. For exampe to run SQL Server 2008 Express on the system shown in the screen shot beow, this ine becomes: SET ASServerName=MWERENX7000\SQLEXPRESS If you are in any doubt as to the machine and SQL instance names, running SQL Server Management Studio Express wi show you what SQL named instances are running on your machine. This records information about your current foder and then runs a batch fie which in turn runs a sq script (AS Maintain Database.sq) - both of which reside in the Utiities foder. This suite of batch and script fies reads a contro fie (AS Script Master.txt) that directs, based on the current state of the database, the specific script fies that wi be run for the database. With each reease of Ca Center Eite Mutichanne you must run Run AS Maintain Database.bat for the appication databases you are aready using to update the database to the current version. You must aso run this batch fie for databases you woud ike to insta for the first time (this wi create the database). After you run Run AS Maintain Database.bat, you can view the message og (ASDatabaseLog_YYYYMMDD_HHMMSS.txt), which summarizes the processes that have taken pace. Note that YYYYMMDD and HHMMSS wi be repaced by the date and time you ran the job. This og fie wi appear in the foder from which you ran the batch fie; or, if you ran it from the DVD, in the Temp foder of the Windows directory of your database server. The message shown by Run AS Maintain Database.bat shows the exact ocation of the og fie. 18 Configuration Server User Guide Comments? infodev@avaya.com March 2013

21 Backup/Restore/Deete databases Pease note that the og fie shoud end with the message **Job SUCCEEDED to competey maintain... database.... If it ends with **Job FAILED to competey maintain..., read the detai of the og fie, make necessary adjustments and run Run AS Maintain Database.bat again. Running it additiona times wi not harm the database - it wi do nothing if there is nothing to do. The suite of scripts creates a tabe tbassystem that hods the current database version and ogs a attempts (successfu or otherwise) to modify the database with the scripts. Backup/Restore/Deete databases If you are using SQL Server 2008, the simpest way to backup, restore and deete Ca Center Eite Mutichanne databases is through Microsoft s GUI management too, SQL Server Management Studio Express. SQL Server 2008 Management Studio Express is automaticay instaed with the fu version of SQL Server However, you can downoad SQL Server 2008 Management Studio Express from Microsoft's website: Configuration Server User Guide Comments? infodev@avaya.com March

22 Chapter 4: Operation Start the Configuration server To start the Configuration server: 1. From the Windows Start menu, cick A Programs > Avaya Aura CC Eite Mutichanne > Server > Configuration Server > Configuration Server Manager. The system dispays the Configuration Server Manager diaog box. 2. Check the defaut IP address and IP port in respective fieds inside the Cient Connections area. 3. Seect the Automaticay start server on system boot check box. 4. In the SQL Server Name fied, enter the name of the server running the Configuration Server database. 20 Configuration Server User Guide Comments? infodev@avaya.com March 2013

23 What is Configuration Manager? 5. In the Login Name fied, enter the user name to gain access to the database. The user name is automaticay named ACS when you run the database script. 6. In the Password fied, enter the password associated with the above user name. By defaut the password is CCEUser0. 7. Cick Browse to seect the ocation for storing the error ogs. 8. Cick Appy to save the settings. 9. In the Server State area, cick Start to start the service. What is Configuration Manager? Configuration Manager is the user interface that aows an administrator to add appication configuration data to the Configuration Server database. By defaut, Configuration Manager shows the configuration tempates for a Ca Center Eite Mutichanne desktop appications. These tempates were automaticay added to the Configuration Server database when the database is created. Note: Note: Configuration Manager runs with Microsoft Windows XP Professiona 32-bit, SP2, and 2000 Professiona, as we as Microsoft Management Consoe (MMC) 1.2 or higher and Microsoft Internet Exporer 6.0 SP1 or higher. MMC 1.2 is reeased with Windows If you do not have MMC, downoad it from the Microsoft website. Configuration Server User Guide Comments? infodev@avaya.com March

24 Chapter 4: Operation Logging to the database To start the Configuration Manager: 1. From the Windows Start menu, cick A Programs > Avaya Aura CC Eite Mutichanne > Server > Configuration Server > Configuration Manager. The system dispays the Configuration Manager diaog box. In the eft pane, you can view the hierarchica tree structure with three nodes: Configuration Server, Appications, and Users. 2. In the eft pane, right-cick the Configuration Server node and seect Database > Seect Database. The system dispays the Seect Database diaog box. 22 Configuration Server User Guide Comments? infodev@avaya.com March 2013

25 Logging to the database 3. In the Database Server Name fied, enter the name of the server running the Configuration Server database. 4. In the Login Name fied, enter the user name to gain access to the database. The user name is automaticay named ACS when you run the database script. 5. In the Password fied, enter the password associated with the above user name. By defaut the password is CCEUser0. 6. Cick OK. Note: Note: By defaut, Configuration Manager shows the appication tempates that were automaticay added to the Configuration Server database when the database is created. Configuration Server User Guide Comments? March

26 Chapter 4: Operation Important:! Important: When you start Configuration Manager for the first time and try to cose it, the system dispays the Microsoft Management Consoe (MMC) diaog box. The MMC diaog box ask you to save the snap-in consoe fie to Microsot Management Consoe (MMC) version 3.0 format. Cick Yes to save the fie in the 3.0 version format. After you save the fie, the system does not dispay the MMC diaog box next time when you open Configuration Manager. 24 Configuration Server User Guide Comments? March 2013

27 Edit Defaut Appication tempate Edit Defaut Appication tempate To edit the defaut appication tempate: 1. In the Configuration Manager window, right-cick the appication name and seect Properties. The system dispays the Appication Properties diaog box. The tempate contains four coumns of pre-written appication data: Section. Sets of reated configuration data. Read-ony. Key. Properties beonging to the appication. Read-ony. Vaue. Vaues reating to the appication keys. Some vaues appear automaticay by defaut, which you can edit, whie others are bank, ready for your seection. Description. Descriptions of the appication keys. Read-ony. Configuration Server User Guide Comments? March

28 Chapter 4: Operation 2. In the Vaue coumn, edit and add data to ensure that the tempate contains the configuration information that is common to a users. By defaut, Ca Center Eite Mutichanne appications encrypt data for parameters containing the word Password. For more information, see Avaya Aura Ca Center Eite Mutichanne Instaation Guide. For fu property descriptions, refer to the user guide for that particuar appication. Note: Note: Note: There are three types of editabe ce: text boxes, drop-down ist boxes and buttons that dispay diaog boxes for more compex data entry. 3. Cick Add to add a new row of configuration data. Note: This method ony creates bank ces in the Vaue coumn. 4. In the added row, enter the appropriate configuration data. 5. Cick OK to save your appication tempate changes. Create New Appication tempate If you have deveoped your own CTI appication using Deveoper and the Configuration Cient, you may choose for the appication to source its configuration data from the Configuration Server. In this case, you need to create a new tempate that contains configuration properties specific to your appication. The tempate wi act as a basis for user configurations. To add a new appication to the database directy from Configuration Manager: 1. In Configuration Manager window, right-cick the Appications node and seect New Appication. The system dispays the New Appication diaog box. 2. In the Appication Name fied, enter the name of the new appication. 26 Configuration Server User Guide Comments? infodev@avaya.com March 2013

29 Create New Appication tempate Note: Note: The appication name is imited to 50 characters. 3. In the Description fied, enter the description for the new appication. 4. Cick OK. The system adds the new appication in Appications node of Configuration Manager. 5. In the Configuration Manager window, right-cick the new appication node and seect Properties. The system dispays the Appication Properties diaog box. 6. Cick Add to add a new row of configuration data. 7. In the new row enter the vaues in the coumns as described in the foowing tabe: Coumn Section Key Description A section is a set of reated configuration data. If, for exampe, you are panning to add severa keys reating to the user's phone, you might create a section named 'MyPhone'. A key is a property beonging to the appication. If, for exampe, you are panning to add the user's phone extension, you might create a key named 'MyDN'. Configuration Server User Guide Comments? infodev@avaya.com March

30 Chapter 4: Operation Coumn Vaue Description Description The vaue that reates to the appication key. If the vaue is common to a users, enter that vaue in the Vaue coumn. If the vaue is not common to a users, eave the Vaue coumn bank. An important information for an administrator who is responsibe for adding and changing the configuration data. 8. After you compete adding the data in the first row, cick Add to add another row. Note: Note: You must type a Section name, even if it is the same as the section name in the previous row. As soon as you move to another ce, the text combines to form one overa section name for those keys. 9. Cick OK to save and cose your appication tempate. Note: Note: After you save the data, the data in the Section coumn becomes read-ony. Add configuration fiter properties When a Configuration Cient connects to the Configuration Server, it passes it an appication name and configuration fiter. The server executes an appropriate stored procedure against the database, using that appication name and fiter to identify the required configuration. A configuration fiter is made up of one or more name/vaue pairs. Because Machine Name and User Network Login Name are ikey to be the most commony used name/vaue pairs, they are set up by defaut in Configuration Manager. You cannot deete these pairs but you can add others to the database. 28 Configuration Server User Guide Comments? infodev@avaya.com March 2013

31 Add configuration fiter properties To add a new name/vaue pair: 1. In the Configuration Manager window, right-cick the Users node and seect Fiters. The system dispays the Edit Fiters diaog box. 2. Cick Add to add a bank ine. 3. Doube-cick the ce in the Short Name coumn. 4. Enter the short name. Note: Note: The short name is used in the cient appication's start-up command ine. It can be a singe character, a singe word, or two or more words with no spaces between the words. Configuration Server User Guide Comments? infodev@avaya.com March

32 Chapter 4: Operation 5. If you want the cient appication's start-up command ine to specify a defaut vaue, enter 1 in the Defaut Vaue coumn. Leave the ce in the Defaut Vaue coumn bank if you want the cient appication s start-up command ine to specify a user specific vaue. 6. In the Description coumn, enter the short description for the name and vaue pair. 7. Cick OK to save the name and vaue pair. Note: Note: New name/vaue pairs can be deeted at any time by seecting the ine and cicking the Deete button. Add User to a database To add a user to the database and assign fiter vaues that reate to that user: 1. In the Configuration Manager window, right-cick the Users node and seect New User. The system dispays the New User diaog box. 30 Configuration Server User Guide Comments? infodev@avaya.com March 2013

33 Assign a user to an appication 2. In the User Detais area, enter the appropriate vaues in the User Name and Description fieds. 3. In the Fiter Detais area, enter the unique, user-specific fiter vaues in the text fieds. Note: Note: One or more of these vaues (aong with their reated short name) must be specified in the cient appication's start-up command ine. They aow the Configuration Server to identify the user's unique set of configuration data. 4. Cick the Save and Add Next User button to add another user to the appication database. 5. Cick OK. You can view the new user in the Users node in the Configuration Manager window. Assign a user to an appication To assign a singe user to an appication: 1. In the Configuration Manager window, cick the Users node. The system dispays the users from the database in the right pane. 2. In the right pane, you can seect a singe user or mutipe users, and drag and drop the seected users over the name of the appication in the Appications node. Configuration Server User Guide Comments? infodev@avaya.com March

34 Chapter 4: Operation Note: Note: The user's configuration immediatey takes on the attributes of the appication tempate. To view those attributes, right-cick the user's name under the appication node and seect Properties from the pop-up menu. You can then compete or customize the user's configuration. For more information, see Compete a user configuration on page 32. To assign mutipe users to an appication: 1. In the eft pane of the Configuration Manager window, right-cick the appication name and seect New > New Configuration. The system dispays the Add Configuration diaog box. 2. In the Seected coumn, seect the check box corresponding to the user that you want to assign to the appication. 3. Cick OK. Note: Note: You can assign a the users from the database to an appication. Compete a user configuration When you assign a user to an appication, it automaticay takes on the defaut attributes of the appication's tempate. 32 Configuration Server User Guide Comments? infodev@avaya.com March 2013

35 Compete a user configuration To customize or compete a user's configuration: 1. In the Configuration Manager window, right-cick the user name in the Appication node and seect Properties. The system dispays the Edit Configuration diaog box with information about Section, Configuration Key, and Configuration Vaue. The vaues in the Section and Configuration Key coumns are read-ony. 2. In the Configuration Vaue coumn, enter the appropriate user-specific data in the bank ces. For a property descriptions, see the user guide of that particuar appication. Note: Note: By defaut, Ca Center Eite Mutichanne appication encrypt data for parameters containing the word Password. For more information about configuration commands, see Avaya Aura Ca Center Eite Mutichanne Instaation Guide. 3. (Optiona) Edit the defaut vaues in the Configuration Vaue ces. 4. Cick Add to add a new row of configuration data and enter the appropriate data. 5. Cick OK to save your user configuration. Configuration Server User Guide Comments? infodev@avaya.com March

36 Chapter 4: Operation Rea-Life Exampe Scenario An insurance company is running Ca Center Eite Mutichanne Desktop to manage the fow of a its cas and mutimedia work items. Its ca center empoys 140 agents, and those agents are divided into six groups based on their knowedge area. The company wants to use Configuration Server to quicky set up Ca Center Eite Mutichanne Desktop configurations for a six groups of agents. 34 Configuration Server User Guide Comments? infodev@avaya.com March 2013

37 Rea-Life Exampe Soution One quick soution is to create six different tempates, one for each group, and then assign agents to those groups. Configuration Server User Guide Comments? March

38 Chapter 4: Operation 36 Configuration Server User Guide Comments? March 2013

39 Chapter 5: Maintenance Deete a user configuration To deete a user configuration: 1. Cick the user name under the Appication node and press the Deete key. OR 2. Right-cick the user name under the Appication node and seect Deete. 3. Cick OK on the Deete this configuration message diaog box. Deete a user from the database To deete a user from the database: 1. Cick the user name under the User node and press the Deete key. OR 2. Right-cick the user name under the User node and seect Deete. 3. Cick OK on the Deete this user message diaog box. Note: Note: If the user has a user configuration assigned to an appication, a message appears informing you the deetion is not successfu. Deete the user from the appication and repeat the above steps. Deete an appication tempate To deete an appication aong with a the user configurations that beong to it: 1. Cick the appication name and press the Deete key. OR 2. Right-cick the appication name and seect Deete. Configuration Server User Guide Comments? infodev@avaya.com March

40 Chapter 5: Maintenance 3. Cick OK on the Do you want to deete this appication message diaog box. Updating tempates If you have upgraded a Ca Center Eite Mutichanne appication using a recenty reeased service pack and your od appication sourced its configuration data from the Configuration Server, you need to: Run the service pack or version upgrade instaer first, to get the new AS Script Master fie and new scripts. Then run the Run AS Maintain Database.bat fie to update the appication tempates. 38 Configuration Server User Guide Comments? infodev@avaya.com March 2013

41 Appendix A: Command ine parameters Configuration Cient accepts command ine parameters that dictate where it retrieves configuration information for the desktop appications of Agent, Waboard and Ca Center Eite Mutichanne Desktop. The three possibe configuration data sources are the: Configuration Server Loca configuration fie System registry The appication passes the information taken from the command ine directy into the contro. If a parameter exists in the command ine, its vaue overrides information set within the container appication. If a command ine contains mutipe entries for the same parameter, ony the first instance is used. The command ine can contain the foowing command ine parameters: Appication Name /z The Appication Name parameter is the name of the appication (as configured in Configuration Server), which Configuration Cient requests configuration information for. Primary Server Name /s The Primary Server Name parameter is the name of the primary Configuration Server that Configuration Cient connects to for configuration information. This vaue can be the name of the server or the IP address of the server. Aternativey, if you want to retrieve configuration information from the system registry, you can set the Server Name to: HKEY_LOCAL_MACHINE. Configuration Cient retrieves information from the oca machine system registry. HKEY_CURRENT_USER. Configuration Cient retrieves information from the oca user system registry. Configuration Server User Guide Comments? infodev@avaya.com March

42 Appendix A: Command ine parameters Primary Server Port /p The Primary Server Port parameter is the primary TCP/IP port used for communication between the Configuration Server and the Configuration Cient. When absent from the command ine, the prescribed defaut, 29091, is used. The Server Port parameter enabes you to override the defaut port. Secondary Server Name /s2 The Secondary Server Name parameter is the name of the backup Configuration Server that Configuration Cient connects to for configuration information. This vaue can be the name of the server or the IP address of the server. Secondary Server Port /p2 The Secondary Server Port parameter is the backup TCP/IP port used for communication between the Configuration Server and the Configuration Cient. Configuration Fiter /a The Configuration Fiter parameter is a compusory parameter if you want to source configuration information from the Configuration Server. A configuration fiter is a name/vaue pair (or a combination of name/vaue pairs) that aows a user and their appication's configuration profie to be identified and retrieved from the Configuration Server database. A configuration fiter is defined in the command ine using a name=vaue format. Pairs are separated by semicoons. For exampe, Name1=Vaue1;Name2=Vaue2. Your command ine can contain M=%%M or U=%%U, which are optiona fiters buit into Configuration Server. When Configuration Cient recognizes this text, it repaces %%M with the name of the machine running the appication and %%U with the user's network ogin name. As ong as the user is in the database, these base fiters are sufficient to ocate their data. M (Machine Name) and U (User Network Login Name) are not compusory fiters, in fact any other fiter may be designed and added to a database to ocate the user. For exampe a fiter named Pswd coud be set up with the user's password as the vaue. The Configuration Fiter parameter is not required when deaing with the system registry or oca configuration fie. 40 Configuration Server User Guide Comments? infodev@avaya.com March 2013

43 Fie Name /f The Fie Name parameter is the name of the oca fie that contains configuration information. If a fu fie path is specified, Configuration Cient points directy to the fie. If ony the fie name is specified, Configuration Cient ooks for the fie in the defaut directory in which the appication is running. The Fie Name and Server Name command ine parameters are not mutuay excusive. If both are found in the command ine, the Server Name takes precedence. If the server cannot be contacted, Configuration Cient attempts to extract information from the specified configuration fie. Logging State /t Error ogging for Configuration Cient can be enabed by setting the Logging State parameter to true (/t True). Logged errors are sent to a fie in the appication's directory under the name 'ConfigErrorLog.txt'. When the Logging State parameter is absent from the command ine, error ogging is disabed. Password Encryption /pwd The automatic encryption on data associated with configuration parameter names that contain the (case insensitive) strings Password or Passwd can be turned off by setting the Password Encryption parameter to fase (/pwd fase). In this case, configuration data must be expicity encrypted by the user inserting %%ENCRYPT commands. The /pwd parameter must be in owercase. Command Processing /d This command ine parameter aows you to disabe command processing. By defaut, command processing is enabed. For more information about command processing, see Configuration data commands on page 43. Incude /i This command ine parameter aows an 'Incude' fie to be specified on the command ine. For more information, see Incude directive on page 50. It aows a singe fie to be specified, however the parameter may be repeated mutipe times. Configuration Server User Guide Comments? infodev@avaya.com March

44 Appendix A: Command ine parameters Incude fie errors /j This command ine parameter aows you to disabe error messages generated with the Incude command. For more information, see Incude directive on page 50. By defaut, Configuration Cient generates Incude fie errors to the containing appication. Token vaue /e NEWTOKEN This command ine parameter aows the configuration data commands token to be changed from the defaut %% vaue. The vaue foowing the NEWTOKEN parameter wi be used to determine the beginning of the command sequence. The NEWTOKEN vaue must be present and can contain any character except a space. Dump working set (/DWS) The use of Configuration data commands on page 43 mean the working configuration set presented to the appication coud ook very different to the data stored in the ini fie, registry or Configuration Server. To hep troubeshoot issues that are bound to arise from this functionaity, this command ine parameter dumps the contents of the working set to a fie on the oca machine at the point before the containing appication is notified. This creates a fie named with the current data and time and the fixed text "ConfigWS.ini" (exampe, ConfigWS.ini). This fie contains the compete working set contents, incuding incuded fies. Command Line Format Command ines must foow a set format, using spaces and quotation marks ony where shown. "<CCEM_INSTALL_DIR>\Avaya Aura CC Eite Mutichanne\Desktop\Agent\ ActiveAgent.exe" /z Agent /s /p /a M=%%M;U=%%U" "<CCEM_INSTALL_DIR>\Avaya Aura CC Eite Mutichanne\Desktop\Agent\ ActiveAgent.exe" /z Agent /f C:\My Configuration\myFie.txt /t True / pwd fase". 42 Configuration Server User Guide Comments? infodev@avaya.com March 2013

45 Appendix B: Configuration data commands Configuration data commands aow you to te Configuration Cient that further processing of the configuration data is required. When Configuration Cient oads configuration data from the specified source, it wi then perform a further processing step before making the data avaiabe to the controing appication. Because these commands are processed at cient eve, they are avaiabe regardess of whether the data is ocated in a configuration fie, the system registry or Configuration Server. Token deimiter Configuration data that must be processed further is identified by the defaut token %%. If required, you can change the token vaue from "%%" to something ese through the command ine. For more information about command ine parameters, see Command ine parameters on page 39. This token can appear at any point within the configuration data. Text that foows the token identifies the action (command) required by Configuration Cient and the parameters for that action. Mutipe commands can appear in a singe configuration data item. For more information, see Nested commands on page 49. Commands are resoved from right to eft. Configuration data commands are supported by a imited number of keywords that give access to machine-specific variabes. Text that appears before the token but after the item identifier is treated as a string itera. Exampe [MainData] In the foowing exampe, DeviceName takes the configuration vaue Minnie And Mickey DeviceName = Minnie %%STRCAT( And, Mickey ) Configuration Server User Guide Comments? infodev@avaya.com March

46 Appendix B: Configuration data commands Commands Configuration Cient supports the foowing configuration data commands. Command names are case sensitive. When an unknown command is discovered, the resut is an empty string, ( ). If this command is used to determine a piece of data used as the input for another cacuation, an empty string is used. A commands have parameters encosed by an open/cose pair of brackets. LOOKUP Syntax The LOOKUP command retrieves a matching vaue from another section within the current configuration set. This aows a section to be incuded within the configuration set that ists dynamic data to repace a static configuration vaue. A common exampe of this is to aow a singe configuration set to serve an entire ca center for an appication such as Agent. Each user that ogs on wi have the MyDN data item modified based on the name of the computer the agent is using. %%LOOKUP(SECTION, ITEM) Where SECTION is the section within the current configuration data that hods the match for the data specified by the ITEM variabe. The SECTION and ITEM parameters can be either a string itera or a keyword. Exampe 1 [MainData] The foowing exampe resuts in the station parameter having the vaue 8572: Station = %%LOOKUP( Lookupdata, SomeStationData ) [Lookupdata] SomeStationData = 8572 Exampe 2 The foowing exampe resuts in the station parameter having the vaue 8572 when the configuration data is oaded on machine BAGLEYACER: 44 Configuration Server User Guide Comments? infodev@avaya.com March 2013

47 Commands [MainData] Station = %%LOOKUP( Lookupdata, COMPUTERNAME) [Lookupdata] BAGLEYACER = 8572 Exampe 3 [MainData] The foowing exampe resuts in the station parameter having the vaue 8572 when the configuration data is oaded on a machine that has an environment variabe named MyEnvironmentVariabe equa to the vaue BAGLEYACER. Station = %%LOOKUP( Lookupdata,WINENV( MyEnvironmentVariabe )) [Lookupdata] BAGLEYACER = 8572 WINENV Syntax The WINENV command retrieves a matching vaue from the Windows system environment. %%WINENV( VARIABLENAME) Where VARIABLENAME is the name of the system environment variabe. The section parameter can be either a string itera or a keyword. Exampe [MainData] The foowing exampe resuts in the station parameter having the vaue contained in the environment variabe MyEnvironmentVariabe. Station = %%WINENV("MyEnviornment Variabe") Configuration Server User Guide Comments? infodev@avaya.com March

48 Appendix B: Configuration data commands ENCRYPT Syntax The ENCRYPT command aows Configuration Cient to encrypt or decrypt a piece of configuration data. If the data cannot be decrypted when the configuration fie is oaded, it is presented to the user unchanged. It is assumed the data has not been encrypted and that it wi be by Configuration Cient at the next save. Exampe [MainData] %%ENCRYPT( ENCRYPTEDDATA) The foowing exampe resuts in the user password being fied with the unencrypted data specified. UserPassword = %%ENCRYPT( 9385d3fa18f4e2a1 ) STRCAT Syntax Exampe [MainData] The STRCAT command joins two pieces of data together to form a singe piece of data. %%STRCAT( DATA1,DATA2) The resut is the string sum of DATA1 and DATA2. The foowing exampe resuts in the PersonaPhonebook configuration data being dynamicay produced from some static text and the name of the ogged in user. PersonaPhoneBook = %%STRCAT( c:\phonebooks\,username) 46 Configuration Server User Guide Comments? infodev@avaya.com March 2013

49 Keywords SUBSTR Syntax The SUBSTR command extracts a piece of text from another, onger, piece of text. %%SUBSTR(DATA,START,COUNT) The resutant data wi be the portion of the string DATA starting from the character START and incuding COUNT characters. If START is a number greater than the ength of DATA or is a negative vaue, the resut wi be an empty string. If the vaue of START + COUNT is greater than the ength of DATA, the resut wi be the portion of the string DATA from the position START to the end of DATA. Exampe The foowing exampe resuts in the configuration data "The" being dynamicay produced from the static text "The Rain In Spain". The first parameter is the string the text is extracted from. The second parameter is the start position, and the third parameter is the number of characters that are seected. temp1 = %%SUBSTR("The Rain In Spain","0","3") Keywords [MainData] Keywords are pace hoders to string itera vaues. Configuration Cient repaces these keywords when the data is passed. Keywords are case sensitive. Keywords may be used by themseves in the configuration data set or as parameters to vaid commands. When used aone, they must be preceded by the token deimiter. Invaid keywords are treated as empty strings. MyMachine = %%COMPUTERNAME COMPUTERNAME Configuration Cient repaces the COMPUTERNAME keyword with the vaue of the network machine name. If the machine is unnamed, this fied is empty. Configuration Server User Guide Comments? infodev@avaya.com March

50 Appendix B: Configuration data commands USERNAME Configuration Cient repaces the USERNAME keyword with the vaue of the currenty ogged-in user name. If there is no ogged-in user, this fied is empty. IPADDRESS Configuration Cient repaces the IPADDRESS keyword with the vaue of the IP Address retrieved from the network configuration. If the machine is muti-homed, the first network setting is used. TIME Configuration Cient repaces the TIME keyword with the current machine time. This time is resoved to seconds and is formatted in accordance with the configured ocae. DATE Configuration Cient repaces the DATE keyword with the current machine date. This date is formatted in accordance with the configured ocae. CWD The CWD keyword is repaced with the current working directory for the oading modue. WINDIR The WINDIR keyword is repaced with the Windows directory. WINSYSDIR The WINSYSDIR keyword is repaced with the Windows System directory. 48 Configuration Server User Guide Comments? March 2013

51 Litera data support WINTEMPDIR The WINTEMPDIR keyword is repaced with the Windows temporary directory. This vaue is defined as: Windows 95/98/Me: The function gets the temporary fie path as foows: The path specified by the TMP environment variabe. The path specified by the TEMP environment variabe, if TMP is not defined or if TMP specifies a directory that does not exist. The current directory, if both TMP and TEMP are not defined or specify non-existent directories. Windows NT/2000/XP: The function gets the temporary fie path as foows: The path specified by the TMP environment variabe. The path specified by the TEMP environment variabe, if TMP is not defined. The Windows d[irectory, if both TMP and TEMP are not defined. Litera data support Data within quotation marks ( ) is treated as itera data and is not processed further. Litera vaues can be accepted as parameters to a commands. Nested commands Configuration Cient aows mutipe commands to be paced on a singe configuration item. Configuration commands are separated at runtime and processed in a right to eft manner. A configuration item that incudes invaid command data has resutant data set to an empty string. Exampe The foowing exampe buids a DeviceName configuration variabe made from the environment variabes: user name and computer name, joined by symbo. Configuration Server User Guide Comments? infodev@avaya.com March

52 Appendix B: Configuration data commands [MainData] DeviceName = %%STRCAT(WINENV("USERNAME"), Recursive oop protection The possibiity exists for a configuration token to refer to itsef when being passed. This coud potentiay cause a oop that does not end, at east not gracefuy. A oop can exist in a simpe direct reationship or may exist many ayers deep. To prevent these oops occurring, no resoution sequence shoud make more than a fixed (for exampe, 20) number of jumps to other configuration items. This constraint wi be paced on the LOOKUP command. Singe eve oops can be easiy detected and avoided. Exampe [MainData] UserPassword = %%LOOKUP( MainData, UserPassword ) Resoution precedence/reentrancy It is possibe for a configuration item that is being resoved to refer to another configuration item that aso requires resoution; and for this item, in turn, to refer to a third item that aso requires resoution. This pattern coud resut in many eves of indirection unti a static node is reached. Configuration Cient supports up to 20 eves. Configuration set command resoution starts from the root node and works progressivey through a sub nodes. Incude directive In some scenarios, it is desirabe to import other fies with configuration data into the main configuration set. For exampe, in a hot-seating environment, a oca configuration set may incude a ist of machine names/phone number combinations that are used in a ookup command. This ist may be stored in a common ocation ike a network drive. This functionaity is enabed using a directive "incude. 50 Configuration Server User Guide Comments? infodev@avaya.com March 2013

53 Incude directive Syntax #incude c:\temp\computerist.dat Rues for use The directive may exist anywhere in the base configuration set. Mutipe incude directives are supported in the base configuration set. Nested "incudes" are not supported, that is an incuded fie cannot incude another fie. Incude fies are processed after the base configuration is oaded, and are processed in the order they are isted. Configuration data commands are processed after the incuded fies have been added to the data set. Configuration data oaded from incuded fies is not saved to the origina fie or with the base configuration set when the Save method is caed. Changes to configuration data key/vaue pairs made by the appication are ost when the appication exits. Incuded fies must foow the same key/vaue pair format expected for configuration data. Configuration Server User Guide Comments? March

54 Appendix B: Configuration data commands INCLUDE_CONFIGURATION To ca a fie from within Configuration Server, a key is required (it doesn't matter what it is) and the vaue needs to be the ocation of the fie. 52 Configuration Server User Guide Comments? infodev@avaya.com March 2013