IMPORTANT! Installing Technician! Please read the entire contents of this Guide before starting installation!

Transcription

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

2 Publication Information Toshiba America Information Systems, Inc., Digital Solutions Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc., Digital Solutions Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant. Copyright 2005 Toshiba America Information Systems, Inc. Digital Solutions Division All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems without express written permission of the publisher of this material. Strata and SmartMedia are registered trademarks of Toshiba Corporation. Stratagy is a registered trademark of Toshiba America Information Systems, Inc. Trademarks, registered trademarks, and service marks are the property of their respective owners. CIX-IM-INSIT-VB Version B May 2005

3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. ( TAIS ) Digital Solutions Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT ( AGREEMENT ) IS A LEGAL AGREEMENT BETWEEN YOU ( YOU ) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, SOFTWARE ) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT. 1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying, distributing, printing, sublicensing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the Software is strictly prohibited except as permitted by applicable law; you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice, against you or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the software in the event that you or any other person violates this License Agreement. Execution of the Software for any additional capabilities require a valid run-time license. 2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary notices contained in or on the Software. 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THE SOFTWARE IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TAIS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD PARTY RIGHTS, THE WARRANTY OF YEAR 2000 COMPLIANCE, AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE. HOWEVER, TAIS WARRANTS THAT ANY MEDIA ON WHICH THE SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF NINETY (90) DAYS FROM THE DATE OF DELIVERY TO YOU. 5. Limitation Of Liability. TAIS ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS OPTION REPLACEMENT OF THE MEDIA OR REFUND OF THE PRICE PAID. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL, SPECIAL, INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION/DATA, OR ANY OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY. 6. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/JURISDICTION TO STATE/JURISDICTION. 7. Export Laws. This License Agreement involves products and/or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the United States Department of Commerce prior to export. Any export, directly or indirectly, in contravention of the United States Export Administration Regulations, or any other applicable law, regulation or order, is prohibited. 8. Governing Law. This License Agreement will be governed by the laws of the State of California, United States of America, excluding its conflict of law provisions. 9. United States Government Restricted Rights. The Software is provided with Restricted Rights. The Software and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items. Consistent with F.A.R and they are licensed to the U.S. Government under, and the U.S. Government s rights therein are restricted pursuant to, the vendor s commercial license. 10. Severability. If any provision of this License Agreement shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired. 11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. 12. Supplier Software. The Software may include certain software provided by TAIS suppliers. In such event, you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with rights to enforce the Agreement with respect to supplier s software. YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT. Toshiba America Information Systems, Inc. Digital Solutions Division 9740 Irvine Boulevard Irvine, California United States of America 5932 DSD

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5 Insight Installation Checklist Please read and complete both sides of this checklist. This checklist only highlights important installation information. Please reference the Strata Insight CIX Installation Manual on your CD-ROM for details. Note Unless otherwise noted, references to Insight apply to the Insight products. References to Strata refer to Strata CIX. 1 Review 2 Check 3 Install 4 Create 5 Verify Installer/Customer Responsibilities It is important the customer be involved in setting up the LAN. Unless you are responsible for the operation of this LAN, the customer or his/her designate should be consulted for: p Assignment of TCP/IP addresses p Activating the proper network protocols p Inserting new PCs into the Network Insight Gateway Network Requirements The Insight Gateway software requires the following: p LAN link from the Strata ACD system (internal to the PC when the Insight Gateway software module is installed with Strata ACD) p Insight license key (connected to the printer port) NOT REQUIRED FOR Insight for MAS. Insight Gateway Application Note This step is not required for Insight for MAS. Close down all open applications to ensure any common files are not being used that would interfere with a proper installation. p Insert the Call Center Solutions Application Software and Documentation Library CD-ROM into the CD-ROM drive. Click Install Application Software. p Read the Software License and click I agree to accept the terms. p Click Install Insight. The Welcome screen displays. Click Next. p Follow the prompts on the remaining screens. Accept the defaults by clicking Next. p From the Setup Review screen, review all options selected. If correct, click Finish. p When the dialog box appears with Installation Successfully Completed, click OK. Return to the Main Menu on the CD-ROM. Configuration Use the Insight Configurator function to configure your database of agents, queues, lines, etc. Consider the following before you start the configuration: p Number of agents working in the call center and how they are grouped. p Agent s names p Work shifts p Pilot Extensions assigned as ACD Queues p CO lines for the call center, including DIDs and DNIS p Number of lines and extensions and how they are grouped. Licensing p Click Start > Programs > Insight for Toshiba CTX US > Insight Setup. p Select the Licensing tab. p Click Validate license. The Insight Plus for Toshiba US License screen displays. p Close the window when done viewing. Copyright Toshiba America Information Systems, Inc. May 2005

6 6 Connect Strata ACD Server Note You will need to know the Strata ACD Server IP and port address (default port 4003). p Verify that the Strata is connected to the Insight server by checking the data string. Use Windows Explorer to locate the diagnostics folder by opening the following directories: c:\insight\toshibactx\us\diagnostics p From the Diagnostics folder, double-click on the Link file. The Link file window opens and you should see a data stream of information from the Strata CIX. A new link file is created after midnight each day. These files are not deleted. 7 Install Client Applications Important! The Insight Gateway software should be fully installed prior to the installation of any of the client PCs. This step explains how to properly install the Insight application on a client PC. Client PCs are intended for Group Supervisors who need access to the Insight application. The installation on a client PC is similar to that on the Insight Gateway PC. Insight and inview LAN Wallboard Client (Supervisor) PC Requirements To check the PC s characteristics, right-click the My Computer icon on the main screen. In the Dialog box that appears, select Properties and verify the characteristics meet the minimum requirements (shown below) for running Insight. p Shared PC running Windows XP Professional, Windows 2000 Professional or Windows 98 p Pentium PC running at 133 MHz minimum p Minimum memory requirements are 128MB running Windows XP Professional or Windows 2000 Professional and 32MB running Windows 98 p NIC Note Desktop programs may require the PC be restarted. Install Insight Gateway Client Application from CD-ROM Follow Step 3 Install Insight Gateway Application to install Client application. 8 Install Wallboards Spectrum electronic wallboards are supported by Insight and Insight Plus (see the Strata CIX Call Center Solutions General Description for details). See also Chapter 4 in the Insight CIX Supervisor Guide for wallboard configuration instructions. p Select wallboard serial port. p Select wallboard driver. p Create wallboard template. p Create wallboard schedule. p Configure wallboard template. If you have read and completed this checklist, installation will be a breeze! OK, let s get started!

7 Contents Introduction Organization...iii Conventions... iv Related Documents/Media... v General Description... v Installation and Programming... v User Guides... v Quick Reference Guide... v CD-ROMs... v Chapter 1 The Grand Tour Insight Features... 1 Insight Real Time Displays... 2 Insight Plus Features... 2 Insight Plus Real Time Displays... 3 Insight System Configurations... 4 Chapter 2 Software Installation Step 1: Pre-installation... 5 Step 2: Set up Insight Gateway Software... 7 Step 3: Install Client Applications Insight Client (Supervisor) PC Requirements inview LAN Wallboard Client PC Requirements Install Insight Client Application from CD-ROM Step 4: Wallboard Installation Chapter 3 Upgrades Upgrading License Capabilities Upgrading Insight to Insight Plus Chapter 4 File Structures Initialization Files System Backup Archiving Data Master.pdb elogxxxx.pdb memoxxxx.pdb Insight CIX Installation Manual 05/05 i

8 Contents Chapter 5 Configurator Chapter 5 Configurator First Time Configuration Considerations Coordinate with Strata Hints and Tips Configurator Toolbars Configure the System Step 1: Configure Individual Agents Edit Agent Information Step 2: Configure Agent Groups Edit Agent Group Information Step 3: Configure Agent Super Group Edit Agent Super Group Information Step 4: Configure Extensions, Extension Groups and Extension Super Groups Step 5: Configure Queues, Queue Groups and Queue Super Groups Step 6: Configure Lines, DIDs, Account Codes and ISDNs Lines, DIDs, Account Codes ISDN Lines Step 7: (Optional) Miscellaneous Configurations Shifts Call Thresholds Security Groups Passwords Unavailable Codes Chapter 6 Troubleshooting Problem/Solution inview Security and Passwords Index Insight CIX Installation Manual 05/05 ii

9 Introduction This manual describes how to install the Strata Insight and Insight Plus systems and assumes that you are familiar with operating a PC, mouse, and software. Organization Chapter 1 - The Grand Tour covers basic requirements and provides an overview of the Insight and Insight Plus systems. Chapter 2 - Software Installation covers creating directories and installing network server copies, the Insight Gateway server application, verifying licensing and installing Insight on a client PC. Chapter 3 - Upgrades explains how to upgrade an Insight to an Insight Plus. It also explains how to upgrading capabilities, such as updating the software package to add more supervisors, agents, inview users, etc. Chapter 4 - File Structures discusses database file structures and backup initialization files. Chapter 5 - Configurator covers how to configure agents, groups and super groups on the Insight and Insight Plus systems. It also covers shifts, call thresholds, and messages. Chapter 6 - Troubleshooting discusses solutions for various problems. Insight CIX Installation Manual 05/05 iii

10 Introduction Conventions Conventions Conventions Note Important! Courier Description Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Calls attention to important instructions or information. Shows a computer keyboard entry or screen display. Helvetica Bold represents tokens. For example: M( ). Italics Type Tilde (~) See Figure 10 represent parameter and menu/screen field names, and book titles. For example: hot_box parameter, Extension field. Indicates entry of a string of text. Means through. Example: 350 ~ 640 Hz frequency range. Denotes the step in a one-step procedure. Denotes a procedure. Grey words within the printed text denote cross-references. In the electronic version of this document (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext. iv Insight CIX Installation Manual 05/05

11 Introduction Related Documents/Media Related Documents/Media Some documents listed here may appear in different versions on the CD-ROM, FYI, or in print. To find the most current version, check the version/date in the Publication Information on the back of the document s title page. General Description Strata CIX General Description Strata CIX Call Center Solutions General Description Installation and Programming Strata CIX Installation & Maintenance Manual Strata CIX Programming Manual Strata CIX ACD Installation Guide User Guides Insight Supervisor Guide Quick Reference Guide CD-ROMs Insight inview Guide Strata CIX Call Center Solutions Application Software and Documentation Library, Insight CIX, Net Server, and Voice Assistant OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone For authorized users, Internet site FYI ( contains all current Strata documentation and enables you to view, print, and download current publications. Insight CIX Installation Manual 05/05 v

12 Introduction Related Documents/Media vi Insight CIX Installation Manual 05/05

13 The Grand Tour 1 The Insight system is a call center management software product that can be configured for businesses served by the Strata Business Telephone Systems. The system comes in two versions Insight and Insight Plus (an enhanced version). The Insight software is a full-featured Automatic Call Distribution (ACD) Management Information System (MIS) tool for call center supervisors. It provides user-defined supervisor displays, user-defined historical reports, electronic wall board connections and inview Local Area Network (LAN)-based status display messaging. The Insight system is a Windows-based Management Information System (MIS) software program that works with Strata ACD PCs running Microsoft Windows XP or 2000 Professional. Insight and Insight Plus both support external wallboard displays. In addition, Insight Plus supports scheduled reporting, multiple supervisor screens and exporting data for further processing, using other programs such as spread sheets. Both support inview, which provides LAN-based status displays in a wallboard format on Agent s or Supervisor s PC screens. Insight Features The basic ACD MIS is known as Insight. In addition to the previously described general features, Insight also has the following: Nine types of real time windows Four real time templates created using any number of windows Fifteen types of reports that cover a maximum period of one year Wallboards inview LAN-based displays Insight CIX Installation Manual 05/05 1

14 The Grand Tour Insight Plus Features Insight Real Time Displays The following real time windows are available: Forty different parameters can be shown using the Large Character windows. Four types of status displays: Agents Lines Extensions Queues Four types of statistic displays: Agent Groups DID Groups Extension Groups Line Groups Wallboards inview LAN-based displays These displays can be configured to report on individual devices, device groups or on a super group (groups of groups). The only limit to the number that can display at any one time is the size of the screen and of each window. (See the Insight CIX Supervisor Guide for details of the displays.) Insight Plus Features As well as the general features described previously, Insight Plus provides the following: Sixteen different types of real time windows Any number of real time templates Thirty-four types of reports that cover a maximum period of one year Ability to export reports in comma delimited format to spreadsheet packages like Excel or Lotus 1-2-3, where information can be displayed in graphical format. The Insight Plus database can be exported. Wallboards Sub-supervisors inview LAN-based displays 2 Insight CIX Installation Manual 05/05

15 The Grand Tour Insight Plus Features Insight Plus Real Time Displays The following real time windows are available: Over 700 different parameters can be shown using the Large Character windows. Four types of status displays: Agents Lines Extensions Queues Eight types of statistics displays: Agents Agent Groups DIDs DID Groups Extensions Extension Groups Lines Line Groups Queues Two types of graphical displays: Wait Time Calls Waiting Insight CIX Installation Manual 05/05 3

16 The Grand Tour Insight System Configurations Insight System Configurations The configurations start with a single supervisory position. System option modules can be added, including: External, wall-mounted electronic reader boards for displaying information to a group. (See the Insight CIX Supervisor Guide for details.) inview LAN-based PC displays provide information to Agents or Supervisory personnel. (See the Insight CIX inview Quick Reference Guide for feature instructions.) Fully capable sub-supervisors, that allow individual sub-supervisors to control the reports and displays needed for their group(s). The configurations can include database backup capabilities, including collecting data and acting as an additional resource for generating reports. For instance, critical databases can be stored on a reliable server, such as the server used for backing up the organization s information. The Insight system has two major configuration options, one for traditional Time Division Multiplex (TDM)-based system and the other for Voice Over IP (VoIP)-based system. See Figure 1 for an example of a fully configured system. CALLS WAITING: 18 LCW: 15:10 Strata CIX LAN Connection MIS Events CIX ACD Server MIS Gateway MIS Client MIS Client 7375 inview Client Insight for TDM Configuration inview Client Strata CIX MAS (with emanager and My Phone Manager) CALLS WAITING: 18 LCW: 15: VPN/ Internet MIS Client InView Client MIS Client Insight for VoIP Configuration Figure 1 Fully-configured System For more terminal/wallboard configuration examples, see the Strata CIX Call Center Solutions General Description. 4 Insight CIX Installation Manual 05/05

17 Software Installation 2 Step 1: Pre-installation Strata Insight for VoIP The Strata CIX ACD for VolP can come packaged with MAS and Insight Gateway can run on the MAS platform. Strata Insight for TDM The Strata CIX ACD for TDM application comes packaged on a CT8 server equipped with 4~96 ports, a CT4 Server equipped with 4~96 ports, or a CT2 Pro equipped with 4~8 ports. (See the Strata CIX ACD Installation Manual for details on these computers.) It is highly recommended that you install the Insight Gateway software module on the CT4 or CT8 Server. Step 1A: Check Insight Gateway Network Requirements The Insight or Insight Plus are installed on Strata ACD server. The computers are sold with the Strata ACD system. The software requires the following: LAN link from the Strata ACD system (internal to the PC when the Insight Gateway module is installed with Strata ACD) Insight license key (connected to the printer port) Note A license key is required on the Insight for TDM. The Insight Gateway module needs to be set up to run 24 hours-a-day because: Data is logged only when the server is running. If the Insight Gateway server is not running, client PCs cannot run the MIS application. An error message will appear, indicating the link has been lost. If the Insight Gateway server stops running while a client PC is using the MIS application, the client PC MIS application will fail and an error message will appear. The Insight Gateway server should be fully installed prior to the installation of any of the client PCs. Step 1B: Review Installer/Customer Responsibilities It is important for the customer to be involved in setting up the LAN. Unless you are responsible for the operation of this LAN, the customer or his/her designate should be consulted for: Assignment of TCP/IP addresses Activating the proper network protocols Inserting new PCs into the Network. Once this has been done, the disruption on the network becomes minimal. Use the following forms to discuss both your responsibilities and your customer s responsibilities for the installation. Insight CIX Installation Manual 05/05 5

18 Software Installation Step 1: Pre-installation TOSHIBA Telecommunication Systems Division Insight Gateway Installation Checklist Use the following checklist to ensure that all steps are done for a complete installation. o o o o o o o o o o Review Installer/Customer Responsibilities. Pre-installation Check Insight Gateway Server Preparation Determine if Windows Networking is installed. Attach the Insight License Key. (NOT REQUIRED ON THE Insight for MAS.) Windows XPs firewall needs to be turned off to run Insight for MAS. Insight Gateway Software Installation Install the Intel DIalogic driver software. (NOT REQUIRED ON THE Insight for MAS.) Install the Insight Gateway Application. (NOT REQUIRED ON THE Insight for MAS.) Verify Licensing. Post-installation Use the License Administrator to validate operation. Upgrade Insight to an Insight Plus (if purchased) and Upgrading License Capabilities. Configure the System. Installation Tip For multiple supervisor installations, we recommend: 1. Create a set of displays and reports in one unit to suit the administrator prior to installing additional supervisors. 2. Copy MISW.INI and MIS REPTR.INI files from c:\insight\toshibactx\us\ folder to the same folder in the target PC. 3. When additional supervisors are installed later, copy the MISW.INI and MIS REPTR.INI from any supervisor position you would like to duplicate. These files will be found in C:\Insight\ToshibaCTX\US of the source PC and should be copied into the same folder of the destination PC. In doing this, each new sub-supervisor will start with a usable set of real time screen layouts and report templates which can subsequently be modified to suit the local user. o o Install Client Supervisors. Install inview LAN Displays. If you have any question regarding this checklist, please contact Technical Support at (949) Insight CIX Installation Manual 05/05

19 Step 2: Set up Insight Gateway Software Software Installation Step 2: Set up Insight Gateway Software This section provides instructions for installing and configuring the Insight Gateway system software. Insight for Media Application Server for Strata CIX is pre-installed on MAS and the installation is not required. Insight for Strata CIX requires the installation from the CD-ROM. The Insight Gateway software must be configured to communicate with the Strata ACD software and the other LAN components, including supervisor PCs (client PCs), wallboards, inview PCs. Step 2A: Install the Insight Gateway Application Software Note This step is not required for Strata CIX Insight for MAS. 1. Insert the Call Center Solutions Application Software and Documentation Library CD-ROM into your CD-ROM drive. Note Allow time for the Autorun to open the CD-ROM, if enabled for your PC. 2. Click Install Application Software. 3. Read the Software License and click I agree to accept the terms. 4. Click Install Insight. Allow the Installation Wizard (shown right) to load and follow the instructions provided. 5. Close down all open applications to ensure any common files are not being used that would interfere with a proper installation. Click Next. 6. From the User Information screen (shown right), enter your name and your company name if not already defined. Click Next Insight CIX Installation Manual 05/05 7

20 Software Installation Step 2: Set up Insight Gateway Software 7. From the Choose Installation Type screen (shown right), select Server. Click Next The Installation Wizard audits your PC and Network configuration and provides the results (sample shown right) if anything is incorrect. You need to fix these items before proceeding. This usually requires exiting the installation, making the changes and restarting From the Choose Destination Folder (shown right), select the paths for the Program Files. Click Next Note It is recommended that the default paths are used, but if another directory is desired, make the path changes before clicking Next. 9. From the Select Installed Components screen (shown right), select the components to be installed: Insight Gateway, Insight MIS, Insight Reporter, and inview LAN Wallboard. Click Next. Note Insight ScreenPop is not available Insight CIX Installation Manual 05/05

21 Software Installation Step 2: Set up Insight Gateway Software 10. From the Phone System Connection screen (shown right), the Server defaults to an IP Port. Select an IP Port and set the IP Address or Machine Name. Click Next. 11. From the Startup Shortcuts screen (shown right), specify if this application should include shortcuts in the Startup Menu. Uncheck Add an Insight MIS shortcut to the startup folder for Insight for Media Application Server as it may not start automatically From the Setup Review screen (shown right), review all options selected. If correct, click Finish. 13. Wait for the Installation process to complete. 14. In the dialog box appears with Installation Successfully Completed, click OK. 15. Return to the Main Menu on the CD-ROM Insight CIX Installation Manual 05/05 9

22 Software Installation Step 2: Set up Insight Gateway Software Step 2B: License Registration Insight for TDM License must be ordered through fax to Toshiba Customer Service Representative. Once the order is processed, the license will be faxed back. The procedure to apply the license is described in Chapter 3 Upgrades. Insight for VoIP Ordering and license generation must be done through FYI. To generate the license, the serial number of the Media Application Server (MAS) is required. Please refer to the FYI 101 document for the license generation. When the license is generated, it must be uploaded and activated by emanager. Please refer to Chapter 2 emanager in the Strata CIX Programming Manual. Step 2C: Create Configuration See Chapter 5 Configurator for details on creating the database. All devices auto configure whenever an element is seen for the first time for Lines, Extensions, Agents and Queues. The auto configure will not place user friendly names nor can it place the element in the proper groups or super groups for proper display or reporting. The purpose of autoconfigure is to ensure data is being collected even if that element is missed. Step 2D: Verify Licensing While Insight for VoIP does not require the license key (dongle), Insight for TDM requires the license key to be attached to the parallel port (LPT1). In the multi-supervisor network, install the license key on whichever PC is designated as the License Server or Insight Gateway PC. The license key should be connected to the parallel port (LPT1) of the host PC. With the License Administrator, you can add more licenses, as well as view a history of all licenses that were created. For more information on Licensing, see Adding New License Key Code on page 15. To view license details 1. Click Start > Programs > Insight for Toshiba CTX US > Insight Setup. 2. Select the Licensing tab (shown right) Insight CIX Installation Manual 05/05

23 Software Installation Step 3: Install Client Applications 3. Click Validate license. The Insight and Insight Plus for Toshiba US License screen displays (shown right). 4. Close this window when done viewing Step 2E: Connect Strata ACD Server 1. Connect Insight system to the Strata ACD Server (default port is 4003 or PC hosting Strata ACD). 2. Verify that the Strata is connected to the Server by checking the data string. Use Windows Explorer to locate the diagnostics folder by opening the following directories: c:\insight\toshibactx\us\diagnostics 3. From the Diagnostics folder, double-click on the Link file. The Link file window opens and you should see a data stream of information from the Strata. A new link file is created after midnight each day. These files are not deleted; the system adds a new one each day. Step 3: Install Client Applications This section explains how to properly install the Insight application on a client PC. Client PCs are intended for Group Supervisors who need access to the Insight MIS application. The installation on a client PC is similar to that on the Insight Gateway PC. Desktop programs may require the PC be restarted. Insight Client (Supervisor) PC Requirements Shared PC running Windows XP Professional, Windows 2000 Professional or Windows 98 Pentium PC running at 200 MHz minimum Minimum memory requirements are 128MB running Windows XP Professional or Windows 2000 Professional and 32MB running Windows 98 Network Interface Card (NIC) inview LAN Wallboard Client PC Requirements Shared PC running Windows 98, Windows XP Professional or Windows 2000 Professional Pentium PC running at 200 MHz minimum Minimum memory requirements are 32MB running Windows 98 and 128MB running Windows XP Professional or Windows 2000 Professional NIC Insight CIX Installation Manual 05/05 11

24 Software Installation Step 4: Wallboard Installation Install Insight Client Application from CD-ROM 1. Insert the Call Center Solutions Application Software and Documentation Library CD-ROM into your CD-ROM drive. Note Allow time for the Autorun to open the CD-ROM, if enabled for your PC. 2. Click Install Software Applications. 3. Read the Software License and click I agree to accept the terms. 4. Click Install Insight. Allow the Installation Wizard to load and follow the instructions provided. 5. Close down all open applications to ensure any common files are not being used that would interfere with a proper installation. 6. From the Welcome screen (shown right), click Next. 7. From the User Information screen (shown right), enter your name and your company name, if not already defined. Click Next. 8. From the Choose Installation Type screen (shown right), select Client. Click Next. The Installation Wizard performs an audit of your PC and Network configuration and provides the results if anything is found incorrect. You will need to fix these items before proceeding. This usually requires exiting the installation, making the changes and starting again. 9. From the Choose Destination Folder (shown right), select the path for the Program Files. Click Next. Note It is recommended that the default path is used, but if another directory is desired, make the path changes before clicking Next. 10. From the Browse to Server screen (shown right), click Browse and wait a few moments. Windows Explorer displays the Program Files path. Note The Data path is the path to the Server where the data is collected. 11. Select the paths for reaching the Config and Data files on the Server. Find the Setupedt.sft file, typically in the \\<MIS Server>\Config path. Then click on the Data Browse and find the Data path. Click Next. 12. From the Select Installed Components (shown right), select the components to be installed: Insight Gateway, Insight MIS, Insight Reporter, and inview LAN Wallboard. Click Next. 13. From the Startup Shortcuts screen (shown right), specify if this application should include shortcuts in the Startup Menu. This is normally yes to ensure that the client software starts automatically after a power cycle. Click Next. 14. From the Setup Review screen (shown right), review all options selected. If correct, click Finish 15. Wait for the Installation process to complete. 16. In the dialog box appears with Installation Successfully Completed, click OK. Return to the Main Menu on the CD-ROM. Step 4: Wallboard Installation Spectrum electronic wallboards are supported by Insight and Insight Plus (see the Strata CIX Call Center Solutions General Description for details). See also Chapter 4 in the Insight CIX Supervisor Guide for wallboard configuration instructions. 12 Insight CIX Installation Manual 05/05

25 Software Installation Step 4: Wallboard Installation TOSHIBA Telecommunication Systems Division Customer PC Requirement Checklist This software is anticipated to be installed using the customer s Local Area Network (LAN). It is highly recommended that the customer be responsible for setting up their PC s network parameters and the addition of new PCs into the network. Prior to installing Insight or Insight Plus, make sure that the following system requirements are met: o o o o o o o o o o o General PC Hardware Requirements Processor Pentium P133 minimum Memory 128MB minimum when using Windows XP Professional or Windows 2000 Professional; 32MB minimum when using Windows 98 Hard Disk 1.6GB minimum free space CD-ROM double-speed or higher Display SVGA NIC One parallel port Insight Server PC Hardware Requirements Physical wallboards (if ordered) - one free COM port Modem (required for remote maintenance) Windows XP Professional Windows 2000 Professional o Windows 98 o o PC Software Requirements - Operating Systems PC Software Requirements - TCP/IP Each PC must have TCP/IP installed Each MIS PC must have an IP address (Insight Gateway PC needs fixed IP address) Toshiba recommends that name resolution be implemented Company: Site: Signed: Date: Position: Insight CIX Installation Manual 05/05 13

26 Software Installation Step 4: Wallboard Installation 14 Insight CIX Installation Manual 05/05

27 Upgrades 3 Insight for MAS requires emanager to upload and activate the license. For procedures, please refer to Chapter 2 emanager in the Strata CIX Programming Manual. The following procedures describe the license generation for Insight for TDM. This chapter explains how to upgrade Insight. There are two basic types of upgrades: Upgrading capacities on Insight or Insight Plus to add more supervisors or inview LAN Wallboards. Upgrading Insight to an Insight Plus Important! When upgrading Insight software, you must first shutdown the Insight program. Upgrading License Capabilities Feature capabilities for Insight are updated from the License Administrator window. You can increase the number of supervisors, which increases the number of Real Time Screens. Set the number of Supervisors (Display/Reporters) Sets the system type: Insight or Insight Plus Number of inview LAN Wallboards Step 1: Verify Current License Capabilities Before you upgrade Insight or Insight Plus system, first validate the current key, then use the License Administrator to upgrade the key, and finally, check the key to ensure that the system is properly upgraded. The following procedure steps you through this process. 1. Click Start > Programs > Insight for US > Insight Setup. 2. Select the Licensing tab. 3. Click Validate license. Note the current software type and the number of supervisors, reporters, and inview agents that are listed in the lower window of the License Administrator window. Step 2: Adding New License Key Code Note License for Insight for the Media Application Server (MAS) is applied by emanager once the license is installed. Insight will automatically detect it upon restart. Licenses can be upgraded from the customer s site through the use of the Insight License Administrator. 1. Close down all components of the Insight software. Note Insight must be shut down before a new key can be added. 2. Select Sension License Administrator. Insight CIX Installation Manual 05/05 15

28 Upgrades Upgrading Insight to Insight Plus 3. From the License Administrator window, select Tools > Add License. You must have a license code from Toshiba for your update. You also need to provide the license key serial number (printed on the side of the license key) and other information. 4. Type in the updated license number into the Sension License Administrator. Each serial number will have a unique 24-character code. 5. Click Add. The previous license number is now overwritten. When Insight restarts, the new features become available. 6. Check the license again to ensure that the new capabilities are correct. 7. Reboot the PC to have all changes take effect. Step 3: Validating/Viewing License Keys 1. From the Sension License Administrator, select File > Connect. The available licenses and active services appear (sample shown at right). 2. Verify that the name of your license server appears in the window. If it does not, type it in. 3. Click OK. The license is added to the Insight license key Upgrading Insight to Insight Plus Add the new license key code per instructions in Step 2: Adding New License Key Code on page Insight CIX Installation Manual 05/05

29 File Structures 4 This chapter explains how the Insight and Insight Plus database files are organized. The topics in this chapter are: Initialization Files System Backup Archiving Data Initialization Files There are three different types of initialization files: MISGEN.INI Each Insight Client PC has a copy of this file. However, only one Insight PC can access the Configurator at one time. MISREPTR.INI Used for saving report templates and schedules MISW.INI Used for saving Real Time Displays Important! The MISCFG.INI is not the configuration file. This is a temporary ini file, which saves recent updates (temp files). Each Client PC (Sub-supervisor) has a copy of MISGEN.INI (which is used for the Configurator) loaded in...\config directory. Only one version of this file can be open at a time. If a Client PC has opened it, there will be a lock on the file, cfglock.txt. Anyone else attempting to open this file receives the message, Another Copy of the Configurator is Open. The files discussed above are shown in Figure 2. MISCFG.INI is a Temp file for new update changes. It is not the Configuration file. MISGEN.INI is used for the Configurator. MISREPTR.INI is used for Report Templates. MISW.INI is used for Real Time Displays. Figure 2 CONFIG Directory Example Insight CIX Installation Manual 05/05 17

30 File Structures System Backup System Backup Insight stores backup files of the displays and report templates for the last 10 days. This is handy for restoring your system if displays and/or templates are lost. The Backup section of this chapter explains how to restore your Insight settings. The three ini files discussed earlier are saved for 10 days. Within the backup folder are data files for the each of the last 10 days. You can select data from any of these days for restoring your database. To restore Insight from Backup Files Note This same procedure can be used for restoring the reporter configurations (MISREPTR.INI) or the display configurations (MISW.INI). 1. Use Windows Explorer to locate the Insight folder. 2. Within the Insight folder, double-click on the Toshiba folder. 3. Double-click on the US folder. 4. Double-click on the Backup folder. 5. Select and copy one of the MISGEN.xxx files (xxx = 001~010, with 001 being the most recent). 6. Paste the MISGEN.INI file into the \Insight\ToshibaCTX\US folder and the MIS\config folder. Displays and report templates from the selected day are restored to the Insight. 7. Rename the MISGEN.XXX to the MISGEN.INI file. Archiving Data It is important to archive call logging data stored to disk by Insight, otherwise, you will eventually run out of disk space. The amount of call traffic and your disk size determine how often you need to archive. Insight uses 2 to 2.5MB of disk space per 10,000 calls logged. Insight uses the following structure for call logging data files: \...\master.pdb \...\elog00\elog0000.pdb \...\elog00\elog0001.pdb \...\elog00\elog0099.pdb \...\elog01\elog0100.pdb \...\elog01\elog0101.pdb \...\elog01\elog0199.pdb \...\memo00\memo0000.pdb \...\memo00\memo0001.pdb \...\memo00\memo0099.pdb \...\memo01\memo0100.pdb \...\memo01\memo0101.pdb \...\memo01\memo0199.pdb Master.pdb This file is the most important file; it indexes relational information and is required to access all other files. elogxxxx.pdb The elogxxxx.pdb files (where XXXX = file numbers) contain the events for one day. These daily event files can be archived onto backup media. 18 Insight CIX Installation Manual 05/05

31 File Structures Archiving Data memoxxxx.pdb The memoxxxx.pdb (where XXXX = file numbers) are companion files to the elogxxxx.pdb files. These memoxxxx.pdb files contain account codes, etc., and can also be archived. Important! The Insight does not automatically delete memo files. You must delete them manually to ensure that the server does not run out of storage space. Notes To retrieve previously archived data, simply copy it back into its original sub-directory. Each sub-directory for elogxxxx.pdb and memoxxxx.pdb files is designed to store up to 100 files before the next sub-directory sequence is used. Insight CIX Installation Manual 05/05 19

32 File Structures Archiving Data 20 Insight CIX Installation Manual 05/05

33 Configurator 5 This chapter discusses first time configuration considerations and includes instructions for making entries from the Configurator Screen. First Time Configuration Considerations There are a number of items to consider prior to configuring Insight. Important! If you have ISDN PRI, please see Step 6: Configure Lines, DIDs, Account Codes and ISDNs on page 30 for special instructions. The number of agents working in the call center and how they are grouped. The agent s names Work shifts Pilot Extensions assigned as ACD Queues. CO lines for the call center, including DIDs and DNIS The number of lines and extensions and how they are grouped. Important! Extensions used for announcements must be marked VM and have a time setting greater than the longest time expected. Remember, some announcements will wait for the user input and will be longer than recorded announcements. Example: By adding Agent A, B, C, etc., as place holders, you can easily edit the names and data of Agents A~C when new agents join the group. Since these agents have been previously configured, the system will immediately collect data for these agents when they initially log on. Agents, groups, and other items added after the initial configuration will not have reported data, until the system is reset or, for Agent data, until the Agent logs out and then logs back in. If an agent logs in prior to when the Insight application starts up, and then Insight is started, calls made to that agent after the start up will not be logged. The database continues to collect and accumulate information, thus, reports are not affected. Agent data will be lost, including in reports, since all Agents will default as logged out. Until each Agent logs out and back in, Agent data will not be collected. Changes to the configurator should be performed afterhours to avoid resetting the displays. Renaming and changing the parameters of each item can be accomplished without resetting the real time displays. The auto configuration feature will create new items as events take place on new items (will not add account codes). This feature does not create user friendly naming of devices nor can it provide the grouping of devices. These parameters will need to be performed by the administrator. Insight CIX Installation Manual 05/05 21

34 Configurator Coordinate with Strata Coordinate with Strata Some data must be coordinated with the Strata parameters: CO lines (1~200) are L9001~L9200. Extension numbers and Agent IDs must be the same number, which is the Agent ID Code assigned in Strata Program Agent groups AG501~AG516 must be assigned for the 16 Agent groups available within the Strata. Assign blocks of DNIS/DID codes to match the number in Program 71 in Strata. Important! Always create agents and agent groups to have equivalent items in extension and extension groups. Within the extension configuration, make a selection to associate each group with its equivalent agent group. The default values that appear on various Configurator forms are shown in Table 1. Table 1 Configurator Default Values Type Default Values Description Lines DID Extensions Agents Accounts Queues L9001~L9047 L9500~L9546 LG3799 LG3800 LG3801 LSG9000 T1 and Analog Trunks ISDN Trunks All lines (CO and ISDN) All CO lines. All ISDN lines. Super Group containing all line groups. D3172 Represent DNIS of DID numbers. Will need to be changed to match the number used in Strata. DG13299 A DID group containing all DID numbers. DSG13299 A DID Super Group containing all DID groups. E200~E454 E9900~E9923 EG1 EG2 EG3 ESG13140 (none) AG1 ASG13120 Extensions 1000 through Will need to be changed to match the Agent IDs assigned in Strata. Doorphones All extension groups and doorphones. All extension groups. All doorphones. An extension Super Group containing all extension groups. An Agent Group containing all agents. An Agent Super Group containing all Agent Groups Account codes for all the possible values which can be entered on the 1001 Strata. Account code 99 is assigned as a correction code to erase a previously entered Account code from the same call. 1 An account code Account Code Group containing all account codes An account code Super Group containing all Account Code Groups. Q500~529 Each queue. QG900 Queue group. QSG990 Queue super group. 22 Insight CIX Installation Manual 05/05

35 Hints and Tips Configurator Configurator Toolbars When determining groupings of items, the Insight and Insight Plus allows both real and virtual groupings. Devices can belong to multiple groups. Certain data can only be collected for real groups while virtual groupings may be an advantage for real time displays or reports. For example, Calls Waiting and Longest Call Waiting will only be reported for real agent groups. But, all of the agents may be in the real group as well as in a virtual group for all agents. Reports on real time displays can be chosen for either type. The sequence for setting up lines, DNIS/DID numbers, extensions, Agents and account codes is not important. The steps needed for each are approximately the same. Note Each extension, line, and group must have a unique name for identification purposes. For example, if there is more than one line for a certain telephone number, use an extension to distinguish each line, such as /1, /2, etc. Configurator Toolbars The Insight Configurator toolbar provides access to all of its features. The following shows the Insight Configurator toolbar and icons Reporter Configurator Alarms Copy Delete Layout Save Layout Copy Layout New Layout Real Time Window Properties New Real Time Window Change Screen Layout Send Message Help Wallboard Template When you click on the Reports icon, the Reporter Toolbar appears (shown below). Reports are discussed in the Insight CIX Supervisor Guide. You do not need to address Reports during the initial installation/configuration process. Page Selection Zoom Reports Insight MIS (Main Menu) Configurator New Report Open Report Print Export Report Save Report 6348 Help Auto Report Templates Auto Reports Report Templates Zoom to Width Zoon to Height Insight CIX Installation Manual 05/05 23

36 Configurator Configure the System Configure the System The Configurator window (shown below) enables you to create and edit a number of display windows and miscellaneous settings. The window consists of five tabs, each tab having three functions called Edit (individual item), Edit Groups, and Edit Super Groups. Toshiba recommends configuring the items in this order: 1. Agents Once the common definitions are set, you can make refinements for specific agents. 2. Agent Groups By creating the Agent groups first, you can set definitions that apply to the entire groups. 3. Agent Super Groups After the Agent groups and Agents are configured, you can create a larger group by configuring a Super Group In general, it is easiest to start with the Agents since data is collected for these individuals. The following procedures were written for configuring Agents. The same procedures can be used for extensions, account codes, DIDs, queues and lines. 24 Insight CIX Installation Manual 05/05

37 Step 1: Configure Individual Agents Configurator Step 1: Configure Individual Agents In this procedure, you will add the Agents for a particular call center group. Later, in Step 4, you will add the extensions associated with each Agent. 1. From the Main Menu, select File > Insight Configurator...or the Configurator icon. The Insight Configurator screen displays. 2. From the Configurator, select the Extensions/ Agents tab. Click Edit Agents and the Agent Configuration screen displays (shown right). Agents A1000~A1019 need to be changed to match the Agent IDs assigned in Strata Click Create Agents. The Create Agents screen displays (shown right). 4. Enter or select the first agent number and the number of agents in the sequence. 5. Click OK to close the window and return to the Agent Configuration screen. 6. Repeat Substeps 3~5 to create all the agent ID s needed for meeting the current configuration needs. Edit Agent Information From the Agent Configuration screen, highlight an Agent to edit, then click Edit Agent. The Agent Configuration dialog box displays (shown right). 2. Enter the appropriate field data. Note See Table 2 on page 26 for definitions. For more information on Thresholds, see the Insight CIX Supervisor Guide. 3. Click OK. 4. From the Configurator Window, click Save Changes. Important! You must click Save Changes in order to update the system Insight CIX Installation Manual 05/05 25

38 Configurator Step 1: Configure Individual Agents Table 2 Agent Configuration Screen Fields Field Description Long Name Short Name Default Group Used extensively as a way to identify the agent. Used for real time display purposes. Set to None if you want to change a single agent s configuration. Initially, this will remain as <none> until the agent groups are defined. If set to a specific group, the configuration inherits the thresholds from the group. Security Group Priority Does not apply to Strata. Default setting of 0 disables this feature. Alarm Thresholds Idle Time RNA Time On Call Time Wrap up Time Busy Time Unavailable Time An agent or extension is free for too long. A call rings too long at an extension. A call is connected for an excessive amount of time. An agent is taking too long to wrap up. An agent or extension is unavailable for too long. An agent is unavailable to take calls for too long a period. Statistics Analysis Thresholds RNA Held on Time (not supported by Strata) Short call Long call Wrap up Time Valid GOS A call has been left ringing for longer than is acceptable. If the call is abandoned, it is not considered a Ring No Answer call. Calls were held at the extension too long before being transferred or retrieved. Sets the shorts amount of time for a call that affects Grade of Service (GOS) threshold. Sets the longest amount of time for a call that affects GOS threshold. Calls that fall within the Short call and Long call threshold settings are within the acceptable GOS. An agent has been in wrap up time for too long. The level of service has dropped below the required standard (based on an algorithm made from a range of stats). 26 Insight CIX Installation Manual 05/05

39 Step 2: Configure Agent Groups 1. From the Main Menu, click the Configurator icon...or select File, Insight Configurator. The Insight Configurator screen appears. Note A password may be required to edit items. 2. From the Configuration Window, select the Extensions/Agents tab and click Edit Groups. The Agent Group Configuration screen displays (shown right). Configurator Step 2: Configure Agent Groups Click Create Groups. The Create Agent Groups screen displays (shown right). 4. Enter the first group number to be added. If you want to create multiple groups with consecutive group numbers, select the number of groups you want to create Click OK twice. 6. From the Configurator dialog box, click Save Changes. You must click Save Changes in order to update the system. Insight CIX Installation Manual 05/05 27

40 Configurator Step 2: Configure Agent Groups Edit Agent Group Information 1. From the Insight Configurator screen, select the Extensions/Agents tab and click Edit Groups. The Agent Group Configuration screen displays. 2. Highlight a group and click Edit Group. The Agent Group... Configuration screen displays (shown right). 3. Enter the appropriate field data. Group Name Name of group being configured. Default group for the above agents? If this is checked, it will copy all of the on-screen priorities to all agents within the group. You can check this, and then make changes to individual agents within the group from the Agent Configuration screen (see page 25). For all other field definitions see Table 2 on page From the Agents Available list, highlight an agent name, click Add. Agents are listed in the Real Time Displays in the same order that they appear in the Agents in Group list. To move an agent to a specific position on the display list, follow this procedure: Move the agent to the Agents Available list. Click an agent name (left column), just below where you want to move the original agent. Select the agent in the Agents Available list, click Add. The new agent is added to the list above the selected agent. 5. Click OK. 6. From the Configurator Window, click Save Changes. Important! You must click Save Changes in order to update the system Insight CIX Installation Manual 05/05

41 Configurator Step 3: Configure Agent Super Group Step 3: Configure Agent Super Group 1. Select the Configurator. The Insight Configurator screen displays. 2. From the Insight Configurator screen, select the Extensions/Agents tab and click Edit Super Groups. The Agent Super Group Configuration screen displays. 3. Click Create Super Group. The Create Agent Super Groups screen displays (shown right). ASG13120 is a default Agent Super Group that contains all Agent Groups. 4. Enter a new Super Group Number. If you want to create multiple super groups with consecutive super group numbers, select the number of super groups you want to create. Note If other groups exist, select an unused number. 5. Click OK. Returns to Agent Super Group Configuration dialog box Edit Agent Super Group Information After you have created an Agent Super Group, you need to change its name to one that defines its members. 1. Select the Configurator. The Insight Configurator screen displays. 2. From the Insight Configurator screen, select the Extensions/Agents tab and click Edit Super Groups. The Agent Super Group Configuration screen displays. 3. From the Agent Super Group Configuration window, highlight a Super Group and click Edit Super Group. The Agent Super Group... Configuration screen displays (shown right). 4. From the Groups Available list, highlight a group name, click Add. The name displays in the Groups in Super Group list...or highlight a group name in the Groups in Super Group list and click Remove. The group moves to the Groups Available list. Note You can also change the Super Group Name from this window. 5. Click OK twice. 6. Repeat Substeps 3~5 for each Super Group. 7. Click Save Changes. Important! You must click Save Changes in order to update the system Insight CIX Installation Manual 05/05 29

42 Configurator Step 4: Configure Extensions, Extension Groups and Extension Super Groups Step 4: Configure Extensions, Extension Groups and Extension Super Groups Important! Data from the Strata is recorded for extension numbers, not agents. Therefore, you must configure both extensions and agent properly. Extensions used for announcements must be marked VM and have a time setting greater than the longest time expected. Remember, some announcements will wait for the user input and will be longer than recorded announcements. Assign the Extensions, Extension Groups and Extension Super Groups. The procedure is basically the same as assigning Agents, Agent Groups, and Agent Super Groups, which are detailed in Steps 1~3. Review the section, Coordinate with Strata and Table 1 on page 22 and apply the appropriate settings. Important! When editing Extension Groups, do not change the Associated Agent Group field (see figure below) from the none default. Unlike Strata DK, Strata does not require this field. Step 5: Configure Queues, Queue Groups and Queue Super Groups Assign the Queues, Queue Groups and Queue Super Groups. The procedure is basically the same as assigning Agents, Agent Groups, and Agent Super Groups, which are detailed in Steps 1~3. Review the section, Coordinate with Strata and Table 1 on page 22 and apply the appropriate settings. Step 6: Configure Lines, DIDs, Account Codes and ISDNs Lines, DIDs, Account Codes To configure lines, DIDs, and account codes, the procedure is basically the same as assigning Agents, Agent Groups, and Agent Super Groups, which are detailed in Steps 1~3. You do not have to configure DIDs, or account codes; it depends on your display and reporting needs. Review the section, Coordinate with Strata and Table 1 on page 22 and apply the appropriate settings. Note In order for DID number to collect data, the lines handling the calls must be configured. ISDN Lines ISDN lines need to be clearly identified when setting up Insight. Strata does not identify Primary Rate Interface (PRI) or Basic Rate Interface (BRI) lines in the traditional line format of all other types of lines; thus, these must be handled in the following manner. 30 Insight CIX Installation Manual 05/05

43 Configurator Step 6: Configure Lines, DIDs, Account Codes and ISDNs To create an ISDN line 1. From the Insight Configurator screen, select the Lines/DIDs tab and click Edit Lines. The Line Configuration screen displays (shown right). 2. Highlight the line above which you want the new lines inserted. You can select the first blank line number if you want to add the lines at the end. 3. Click Create Lines. The Create Lines screen displays (shown right). 4. Fill in the following fields: Line Number: Type the beginning line number (recommended: 9500 or above). You do not have to enter the L-prefix since the program will do that for you. Notes l The line numbers for ISDN lines have no corresponding line numbers that are configured in the switch. The quantity should be equal to or greater than the number of B channels used by the switch. l It is recommended you add 1 line for the ISDN D-channel (24). Number of Lines: Select the number of lines you want to create. ISDN Line: Check the box. ISDN Group: Indicate the Channel Group number they are assigned in Strata. Note The ISDN group must correspond exactly to the ISDN group configured in the switch. If this is not done, ISDN traffic will not be reported on. 5. Click OK. The Line Configuration screen displays the new lines. Note Each PRI and BRI channel in the system must be entered in this screen. For example, one PRI link should have 23 lines assigned as L9500 through L9522, plus 1 for D-channel 24 L Highlight one of the new lines and click Edit Line. The Line... Configuration screen displays (shown right). 7. In the Long Name field, type a name that identifies the line (e.g., ISDN 21). 8. Click OK. The Line Configuration screen displays. Click OK to save the changes and remove the screen. Insight CIX Installation Manual 05/05 31

44 Configurator Step 7: (Optional) Miscellaneous Configurations Step 7: (Optional) Miscellaneous Configurations The Insight Configurator contains a Miscellaneous tab (shown below) with buttons that enable you to create or edit Shifts, Agent Messages, Call Thresholds, Security Groups, and the optional Password for the Configurator dialog box. Note ScreenPop is not available for use. Shifts Call Center shifts are used in real time call statistics, historical reports, and wallboard scheduling. Call Thresholds define the period of time used for determining valid incoming or outgoing calls. For instance, you can set the threshold to dismiss calls of three seconds or less (immediate hang-ups) for reporting purposes; whereas calls that are not answered in three seconds or more can be tallied as abandoned calls. Once you create a shift, you can run reports on that specific shift. The work shifts defined for various work groups are generally the basis for your data collection. Note Shifts can also be used for reviewing time periods where there may be problems, such as Monday mornings and Friday afternoons. Create/Edit Shift 1. In the Miscellaneous tab, click Shifts. The Shifts screen displays (shown right). 2. Type a new shift name, then click Add...or highlight a shift, then click Change. Note When you begin typing in the Shift box, the Change button becomes the Add button on the screen. The Configure Shift screen displays (shown right). 3. From the Configure Shift dialog box: Type a Shift Name (only if adding). Check the active days. Enter Start and Stop times for each active day. 4. Click OK. Rename/Delete Shift 1. In the Miscellaneous tab, click Shifts. The Shifts screen displays. 2. Select a shift from the drop-down menu, click Rename. The Rename Shift screen displays. Enter a New Shift Name, click OK....or click Delete, then at the prompt, Do you want to delete this shift?, click Yes. 3. Click Close Insight CIX Installation Manual 05/05

45 Configurator Step 7: (Optional) Miscellaneous Configurations Call Thresholds You can set the threshold for various call states. Setting thresholds is important for qualifying calls for reporting purposes. This timer can be used to ignore certain conditions from creating false counts. 1. In the Miscellaneous tab, click Thresholds. The Real Call Thresholds screen displays (shown right). 2. Set the desired threshold times. See Table 3 below for field descriptions. Note Generally, Abandoned Call is set to 0 or 5 seconds. If you set it to 0 or a low number, and set Ring No Answer (RNA) to a higher number, you can reduce the number of abandoned calls in the RNA category. Important! Real Call Thresholds are not used for alarms; these settings are for displays and reports. 3. Click OK Table 3 Call Thresholds Fields Descriptions Field Answered Call Outgoing Call Intercom Call Abandoned Call RNA Held Call Held On Description Time set for incoming calls handled by an agent. (Answered calls that are shorter than the set time are not counted.) The Strata does not register a call as answered when it is answered by a device and sent to an ACD Agent. The Strata registers the call as answered only after it reaches the Agent. Calls going to an announcement are not considered answered. Time set for outgoing agent calls. (Outgoing calls that are shorter than the set time are not counted.) Time set for calls defined as internal [DN] calls. (Strata does not track internal calls). Minimum amount of wait time in order for a call to be tagged as an abandoned call. Abandoned and Lost Calls are considered the same statistically. Minimum amount of time for a call to ring an agent in order to be documented as a ring no answer call. The Strata does not distinguish between a call ringing a port and a call ringing an agent. (Internally transferred calls are not counted.) Minimum amount of time for a held call to be documented as a held call. (Not used in Insight.) Minimum amount of time for a held call to be considered held on to a specific agent. (Not used in Insight.) Insight CIX Installation Manual 05/05 33

46 Configurator Step 7: (Optional) Miscellaneous Configurations Security Groups A Security Group contains a number of agents. Any agent running an Insight program requiring a log in must not only specify which agent they are, but also which Security Group. The Security Group number determines messaging access level and shift permissions. Create/Edit Security Group 1. In the Miscellaneous tab, click Security Groups. The Security Groups screen displays (shown right) 2. Highlight a Security Group in the list just above where you want the new Security Group to display. Important! The topmost Security Group in the window is the default Security Group and has special properties. It cannot be deleted and always contains all agents. This guarantees that no agent is without a Security Group. 3. Click Create...or Edit The Security Group...Configuration screen displays (shown right). 4. Enter a Group Name for the security group. 5. Enter a password if required for the security group, so that logins using this group are protected. Note ScreenPop is not available Click Real Time Statistics. The Real Time Statistics screen displays (shown right). 7. Complete the fields on the screen: Interval Time The length of time that the interval call statistics uses for the calculations. Daily Shifts This is a list of shifts that are to be used for control when the daily 6405 call statistics are reset to zero. You can add new shifts, by choosing a shift from the Available Shifts list box and clicking Add. You can remove shifts by highlighting the shift(s) and clicking Remove. Available Shifts This is a list of shifts available for controlling the daily call statistics. 8. Click OK. The Real Time Statistics screen closes Insight CIX Installation Manual 05/05

47 Configurator Step 7: (Optional) Miscellaneous Configurations 9. From the Security Group...Configuration screen, click Permissions. The Security Group Permissions screen displays (shown right). 10. Select the Messaging Access Level by clicking on a radio button to configure messaging options for any agent logged into Insight or inview LAN Wallboard using this security group. The options are: None No messages allowed Own Groups The logged in agent can only message other agents logged in with a security group in which the current agent is a member. Full The agent can message anyone. 11. Click OK three times to close the screens and save the changes. Delete Security Group 1. In the Miscellaneous tab, click Security Groups. The Security Groups screen displays. 2. Highlight a Security Group in the list and click Delete. The group is removed from the list. Note You cannot delete the default Security Group. 3. Click OK to save your changes and close the window. Passwords You can assign a password to limit access. The software by default does not require a password. 1. In the Miscellaneous tab, click Passwords. The Change Password screen displays (shown right). 2. The following passwords can be entered: System (Configurator) Shutdown Layout (Real Time Screen Changing) Reporter (Creation of new reports) After entering the password, click OK. Insight CIX Installation Manual 05/05 35

48 Configurator Step 7: (Optional) Miscellaneous Configurations Unavailable Codes You can assign the text used to display and report on the various unavailable states using the Unavailable Code Tab screen (shown at right). There are ten user unavailable states and two specific unavailable states. Unavailable codes can be set by the optional Net Phone Application. The two specific states are Missed Call and General Purpose. An agent is sent into the Missed Call state if a call rings on them and is then diverted somewhere else. The General Purpose state is the normal way of going unavailable. The text used for the display and reporting of any of these states can be changed subject to a maximum limit of 4 characters. To edit the codes 1. Click Edit Codes. The Unavailable Codes screen displays (shown right). 2. Place the cursor in one of the ten Description fields and enter the new text (up to 4 alphanumeric characters). 3. Click OK > Save Changes. 36 Insight CIX Installation Manual 05/05

49 Troubleshooting 6 This chapter discusses solutions for various problems. Problem/Solution Problem You cannot get into the Configurator when you know, no one else is using it. Agent reports show no activity when you know that agent is logged in and taking calls. How can I simulate a problem remotely using the Insight demo. Solution The MISGEN.INI file in your local directory is a newer version than the network shared copy. To fix copy c:\insight\toshibactx\us\misgen.ini into \\mispc\mis\config directory and try again. This type of problem has two possible causes: 1. An extension was not created with the agent ID number. 2. The agent has been logged in more than 24 hours prior to the start of the report. The reporter creates reports by scanning events starting 24 hours prior to the report specified. If an agent did not have a login event, then no call statistics will be reported. If a customer is having trouble creating reports or displays, you can request, the configuration files (MISGEN.INI, MISW.INI, and MISREPTR.INI) and the data files (elogxxxx.pdf and memoxxxx.pdf) for the day(s) in question along with the master.pdb files. Important! Do not attempt to open or copy today s data files, for this will probably cause the system to lock up. Rename the Data folder to olddata, create a new Data, elog00, and memo00 folders. Copy the.ini files into \Insight\demos\toshiba\us folder and copy master.pdb files into data folder, elogxxx.pdb files into elog00 folder and memoxxx.pdf files into memo00 folder. Start Insight or Insight Plus demo. Create the display, reports as needed. During the installation of Insight software V3.11 or higher to a new PC, the error message shown at right may display Check the Network connection. You must have a cable plugged into the network connection. Make sure the user has clearance to access the configuration file on the server. Insight CIX Installation Manual 05/05 37