Avaya Call Management System (CMS) Supervisor Release 12 Installation and Getting Started

Transcription

1 Avaya Call Management System (CMS) Supervisor Release 12 Installation and Getting Started Comcode Issue 2.0 December 2004 Compas

2 2003 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Providing telecommunications security Telecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment"). An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs). Your responsibility for your company's telecommunications security The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products. addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Trademarks Avaya is a trademark of Avaya Inc. INFORMIX is a registered trademark of Informix Software, Inc. Microsoft Windows is a trademark of Microsoft Corp. Pentium is a registered trademark of Intel Corporation. Solaris is a registered trademark of Sun Microsystems, Inc. Sun is a registered trademark of Sun Microsystems, Inc. Windows 95 is a trademark of Microsoft Corp. Windows 98 is a trademark of Microsoft Corp. Windows NT is a registered trademark of Microsoft Corp. Windows ME is a trademark of Microsoft Corp. Windows XP is a trademark of Microsoft Corp. All trademarks identified by the or are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Ordering information: Avaya Publications Center Voice: (Toll-free, U.S. and Canada only) Fax: (Toll-free, U.S. and Canada only) Write: Globalware Solutions 200 Ward Hill Avenue Haverhill, MA USA Attention: Avaya Account Manager Web: totalware@gwsmail.com Order: Document No , Issue 2.0 December 2004 Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: Select Support, then select Escalation Lists. This Web site includes telephone numbers for escalation within the United States. For escalation telephone numbers outside the United States, select Global Escalation List. Comments To comment on this document, send to crminfodev@avaya.com. Acknowledgment This document was written by the CRM Information Development group. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In

3 Avaya CMS Supervisor Release 12 Installation and Getting Started Contents Preface Purpose Intended users About Avaya CMS Conventions and terminology Reasons for reissue Availability Related documentation Change description Software documents Administration documents Avaya CMS upgrade documents Base load upgrades Platform upgrades and data migration Avaya Call Management System Upgrade Express (CUE) Hardware documents Communication Manager documents Documentation Web sites Support Chapter 1: About the installation About CMS Supervisor What is new for this release CMS system capacities Number of CMS Supervisor windows allowed Number of simultaneous instances allowed Number of PCs allowed to run CMS Supervisor Performance Reliability and availability Security Languages supported About CMS What is CMS? CMS requirements About CMS upgrades Package contents List of contents Issue 2.0 December

4 Contents Anything missing or damaged? Installation support Where to get support Graphical install Operating system requirements Supported operating systems Using current versions What about non supported operating systems? When to upgrade Windows Windows About upgrades to Windows 2000 or XP Hardware requirements Required network, serial, or modem connections Network connections Serial connections Modem connections DCOM Why install DCOM95? Where to get DCOM Chapter 2: Install CMS Supervisor Organization of general information Organization of procedures Local and shared network installations Local installation Shared network installation Related topic About shared network configurations Overview of required steps About the network setup About the client PC setup Related topic Version upgrades Previous R12 install for a local installation V9 or V11 upgrade for a local installation V6 or V8 upgrade for a local installation V6 or V8 upgrade to V9 for a shared network About V Typical and custom installations Typical installations Custom installations Install CMS Supervisor on a local PC from the CD-ROM Install CMS Supervisor on a local PC from the network Before you begin Prepare the network directory Install CMS Supervisor on each PC Replace with Document Title

5 Contents Install CMS Supervisor on a shared network drive Before you begin Set up the network Perform the PC client setup What to do if the installation does not start automatically About Autoplay Procedure Manually upgrade V6 or V8 to V9 for a shared network Set up the network Install V9 Supervisor Chapter 3: Uninstall CMS Supervisor Uninstall all versions except V Uninstall Supervisor Version Before you begin Procedure Chapter 4: Get started with CMS Supervisor About CMS server connection settings Connection options Automatic and manual Related topic Open the CMS Supervisor application Establish the connection Example Choose settings Establish network settings Establish serial settings Establish modem settings Establish SSH settings Log in to the CMS server for the first time Log in to the CMS server after the first time Automatic login Related topic Manual login Related topics Log off the CMS server Exit CMS Supervisor Change connection settings Close CMS Supervisor windows Chapter 5: CMS operations About operations Tasks on the Operations tab Related topics Issue 2.0 December

6 Contents How to get to the Operations tab Actions menu Purpose Example Action menu items Chapter 6: Install and use theterminal Emulator Organization of general information Organization of procedures About the Terminal Emulator Description of Terminal Emulator Installation information Why use the Terminal Emulator? The Terminal Emulator window Profile menu Edit menu Connection menu Reset menu Help menu Communications tab Purpose Connection descriptions Network connection settings Serial and modem connection settings Modem tab Purpose Example Before you begin Modem Commands field descriptions Font tab Purpose Example Font Sizes field descriptions Install the Terminal Emulator Open the Terminal Emulator Log in to CMS Create profiles To stop the login process Log in with more than four profiles Exit the Terminal Emulator Edit profiles Delete profiles Terminal Emulator messages Description of error messages Description of information messages Resolve Terminal Emulator font problems Replace with Document Title

7 Contents Chapter 7: Troubleshooting PC shutdowns and operating system crashes Resolve error messages Installation messages Login error messages Browse errors when logged into multiple CMS servers Find OCX and DLL incompatibilities Resolve TCP/IP host name Check for serial or modem connection problems General troubleshooting tips Verify privileges Verify permissions Verify swap files Test operation of networking software Preserve CMS Supervisor user profiles View the readme file Glossary Index Issue 2.0 December

8 Contents 8 Replace with Document Title

9 Preface This section includes the following topics: Purpose on page 10 Intended users on page 10 About Avaya CMS on page 10 Conventions and terminology on page 11 Reasons for reissue on page 11 Availability on page 12 Related documentation on page 13 Support on page 17 Issue 2.0 December

10 Preface Purpose The purpose of this document is to describe how to install and configure Avaya CMS Supervisor. Intended users This document is written for anyone who wants to install the Avaya Call Management System (CMS) Supervisor software for use with Avaya Call Management System (CMS) Release 12. About Avaya CMS Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring. 10 Replace with Document Title

11 Conventions and terminology Conventions and terminology If you see any of the following safety labels in this document, take careful note of the information presented. CAUTION: WARNING: DANGER: SECURITY ALERT:! CAUTION: Caution statements call attention to situations that can result in harm to software, loss of data, or an interruption in service.! WARNING: Warning statements call attention to situations that can result in harm to hardware or equipment.! DANGER: Danger statements call attention to situations that can result in harm to personnel.! SECURITY ALERT: Security alert statements call attention to situations that can increase the potential for unauthorized use of a telecommunications system. Reasons for reissue This document has the following change: Removed information about manually configuring SSH in Network connection settings on page 76. Updated Using current versions on page 26 with a recommendation to contact Avaya support before installing service packs. Issue 2.0 December

12 Preface Availability Copies of this document are available from one or both of the following sources: Note: Although there is no charge to download documents through the Avaya Web site, documents ordered from the Avaya Publications Center must be purchased. The Avaya online support Web site, The Avaya Publications Center, which you can contact by: Voice: (Toll-free, U.S. and Canada only) Note: Fax: (Toll-free, U.S. and Canada only) Mail: GlobalWare Solutions 200 Ward Hill Avenue Haverhill, MA USA Attention: Avaya Account Manager 12 Replace with Document Title

13 Related documentation Related documentation You might find the following Avaya CMS documentation useful. This section includes the following topics: Change description on page 13 Software documents on page 13 Administration documents on page 14 Avaya CMS upgrade documents on page 14 Hardware documents on page 15 Communication Manager documents on page 16 Documentation Web sites on page 16 Change description For information about the changes made in Avaya CMS R12, see: Avaya Call Center 2.0 and CMS Release 12 Change Description, Software documents For more information about Avaya CMS software, see: Avaya Call Management System R12 Software Installation, Maintenance, and Troubleshooting Guide, Avaya CMS Open Database Connectivity, Avaya Call Management System R12 LAN Backup User Guide, Avaya CMS R3V11 External Call History Interface, Avaya CMS Custom Reports, Avaya CMS Forecast, Avaya Visual Vectors Version 11 Installation and Getting Started, Avaya Visual Vectors Version 11 User Guide, Issue 2.0 December

14 Preface Administration documents For more information about Avaya CMS administration, see: Avaya Call Management System Release 3 Version 11 Administration, Avaya Call Management System Database Items and Calculations, Avaya CMS Supervisor Release 12 Reports, Avaya CMS Supervisor Release 12 Installation and Getting Started, Avaya CMS upgrade documents There are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade. None of the following upgrade documents are available from the publications center. This section includes the following topics: Base load upgrades on page 14 Platform upgrades and data migration on page 14 Avaya Call Management System Upgrade Express (CUE) on page 15 Base load upgrades Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, R3V9 ak.g to R3V9 al.k). A specific set of instructions is written for the upgrade and is shipped to the customer site with the CMS software CD-ROM as part of a Quality Protection Plan Change Notice (QPPCN). For more information about base load upgrades, see: Avaya CMS R12 Base Load Upgrades Platform upgrades and data migration Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Blade 150). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R12 or the latest load of the same CMS version). For R12, a specific set of instructions is written for the upgrade and is shipped to the customer site with the new hardware. For more information about platform upgrades and data migration, see: 14 Replace with Document Title

15 Related documentation Avaya Call Management System Release 3 Version 11 Platform Upgrade and Data Migration Avaya Call Management System Upgrade Express (CUE) Use CUE in the following conditions: CMS is being upgraded from an earlier version (for example R3V6) to the latest version (for example, R12). The hardware platform is not changing. A specific set of upgrade instructions is written for the upgrade and is shipped to the customer site with the CUE kit. For more information about CUE upgrades, see: Avaya Call Management System Release 12 Sun Blade 100 Workstation CMS Upgrade Express Avaya Call Management System Release 12 Sun Blade 100 Workstation Mirrored System CMS Upgrade Express Avaya Call Management System Release 12 Sun Enterprise 3500 Computer CMS Upgrade Express Avaya Call Management System Release 12 Sun Enterprise 3500 Computer Mirrored System CMS Upgrade Express Avaya Call Management System Release 12 Sun Fire V880 Computer Mirrored System CMS Upgrade Express Avaya Call Management System Upgrade Express Customer Requirements, Hardware documents For more information about Avaya CMS hardware, see: Avaya Call Management System Sun Fire V880 Computer Hardware Installation, Maintenance, and Troubleshooting, Avaya Call Management System Sun Fire V880 Computer Connectivity Diagram, Avaya Call Management System Sun Blade 100/150 Computer Hardware Installation, Maintenance, and Troubleshooting, Call Management System Sun Blade 100/150 Computer Connectivity Diagram, Issue 2.0 December

16 Preface Avaya Call Management System Sun Enterprise 3500 Computer Hardware Installation, Maintenance, and Troubleshooting, Call Management System Sun Enterprise 3500 Computer Connectivity Diagram, Avaya Call Management System Terminals, Printers, and Modems, Communication Manager documents For more information about Avaya CMS communication servers, see: Avaya Call Management System Switch Connections, Administration, and Troubleshooting, Avaya Communication Manager Call Center Guide to Call Vectoring and Expert Agent Selection (EAS) R2.0 Guide, Avaya Communication Manager Guide to ACD Call Center R2.0, Documentation Web sites For product documentation for all Avaya products and related documentation, go to Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Web site when available. Use the following Web sites to view related support documentation: Information about Avaya products and service Sun hardware documentation Okidata printer documentation Informix documentation Tivoli Storage Manager documentation 16 Replace with Document Title

17 Support Support Contacting Avaya technical support Avaya provides support telephone numbers for you to report problems or ask questions about your product. For United States support: For international support: See the Support Directory listings on the Avaya Web site. Escalating a technical support issue Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management listings on the Avaya Web site. Issue 2.0 December

18 Preface 18 Replace with Document Title

19 Chapter 1: About the installation Avaya CMS Supervisor is a graphical user interface (GUI) to the CMS software. This section provides background information about the Avaya Call Management System (CMS) and Avaya CMS Supervisor. Also included are the hardware and software requirements. This section includes the following topics: About CMS Supervisor About CMS Package contents Installation support Operating system requirements Hardware requirements Required network, serial, or modem connections DCOM95 Issue 2.0 December

20 About the installation About CMS Supervisor This section includes the following topics: What is new for this release CMS system capacities Number of CMS Supervisor windows allowed Number of simultaneous instances allowed Number of PCs allowed to run CMS Supervisor Performance Reliability and availability Security Languages supported What is new for this release For a description of the new features available for this release, see the Call Management System Change Description document. CMS system capacities The CMS system capacities are unchanged by CMS Supervisor. If you want to put your CMS Supervisor users on a LAN, your network must be able to support the additional network traffic. Number of CMS Supervisor windows allowed CMS Supervisor makes it possible for users to open as many as 12 windows simultaneously. This limit is set for each user by the CMS system administrator. Microsoft Windows that do not directly use CMS data, such as the color customization data, are not included in this limit. Also, windows that are open for applications other than CMS Supervisor are not included in this limit. CMS Supervisor can connect to a single CMS. CMS Supervisor does not provide the capability to combine data from more than one CMS. 20 Replace with Document Title

21 About CMS Supervisor Number of simultaneous instances allowed With the recommended configuration listed in Hardware requirements on page 28, you can run as many as four simultaneous CMS Supervisor instances. The ability to run several instances of CMS Supervisor and the performance of CMS Supervisor in this situation depends on the memory and speed of the PC that you use. It is also affected by any other applications that run on the PC while CMS Supervisor is in use. If simultaneous CMS Supervisor instances run in the background, the PC may require additional memory to maintain acceptable performance. Number of PCs allowed to run CMS Supervisor The number of PCs that can run CMS Supervisor are limited by the number of simultaneous users who are contracted for in the site-licensing agreement with Avaya. CMS counts the number of active CMS Supervisor clients that are logged in and limits the number of simultaneous users to the number of logins that were purchased by the customer. A client may be logged in to a CMS server once per user ID on a single PC. Performance When you use CMS Supervisor you may experience slightly slower response times for some actions. The following are a few possible reasons for slower performance: The PC s configuration, processor speed, Level 2 cache, hard disk speed, and video RAM could affect the response time. If CMS Supervisor runs simultaneously with other applications, its performance could be affected by those other applications. Two or more CMS Supervisor instances that run simultaneously could result in slightly slower response time. If CMS Supervisor runs in a LAN environment, it generates additional network traffic. For example, if 250 CMS Supervisor instances run two real-time reports each, CMS Supervisor could require approximately 20% of the LAN s capacity. Therefore, ensure that your LAN is engineered appropriately. In a LAN environment, network backups can cause congestion on the network and adversely affect the network performance. Issue 2.0 December

22 About the installation Reliability and availability If serial links or LAN connectivity drop and you are logged in with the Automatic Login capability, CMS Supervisor automatically attempts to restore the connection. Security When CMS Supervisor is connected to CMS, you have the same level of security as you do when you use a dedicated CMS terminal. The existing CMS permissions structure is honored. When you use CMS Supervisor on a LAN, you are able to access only the information that is available in a direct-connect environment. Languages supported For information about which CMS Supervisor languages are supported for which Microsoft Windows operating system languages, see the following table ( indicates that the operating system is supported). OS Language CMS Supervisor Language English Italian French German Portuguese Spanish Japanese Traditional Chinese Simplified Chinese Korean English Italian French German Portuguese Spanish Japanese Traditional Chinese Simplified Chinese Korean For a list of supported operating systems, see Operating system requirements on page Replace with Document Title

23 About CMS About CMS This section includes the following topics: What is CMS? CMS requirements About CMS upgrades What is CMS? The Avaya Call Management System (CMS) is a software product used by customers who use an Avaya MultiVantage or other Avaya telecommunications switch, and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the switch. The CMS server collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature in the switch. CMS requirements For the required CMS platform and version, see the Avaya Call Management System Software Installation, Maintenance, and Troubleshooting guide. About CMS upgrades Before you install R12 CMS, install R12 CMS Supervisor in a separate directory from your current V9 or V11 Supervisor installation. The V9 and V11 versions of CMS Supervisor can co-reside with R12 until you complete the R12 CMS upgrade. If you do not have an R12 CMS when you upgrade your CMS Supervisor to R12, the CMS Supervisor login will fail since R12 requires an R12 CMS. Issue 2.0 December

24 About the installation Package contents This section includes the following topics: List of contents Anything missing or damaged? List of contents The CMS Supervisor software package includes the items that are listed in the following table. Item V9, V11, and R12 CMS Supervisor software CMS Supervisor Installation and Getting Started document Description CD-ROM Document number Anything missing or damaged? If either of the items is missing or damaged, contact your Avaya account team. For support outside of the United States, contact your Avaya representative or distributor. 24 Replace with Document Title

25 Installation support Installation support This section includes the following topics: Where to get support Graphical install Where to get support If you have difficulty installing CMS Supervisor, refer to the following sources: System requirements in Hardware requirements on page 28. The tips in the readme.txt file on the CD-ROM. Use an editor such as Microsoft Windows Notepad to read the file. The Install Status window. This window displays a list of all files that are installed for CMS Supervisor. Review this list to see that all files were successfully installed. Troubleshooting on page 93 If you have further questions, contact the Avaya National Customer Care Center at For support outside of the United States, contact your Avaya representative or distributor. Graphical install The CD-ROM in your package includes a graphical installer to help you install your copy of CMS Supervisor. Issue 2.0 December

26 About the installation Operating system requirements This section includes the following topics: Supported operating systems Using current versions What about non supported operating systems? When to upgrade Windows Windows 95 About upgrades to Windows 2000 or XP Supported operating systems You will need one of the following operating systems: Windows 98 Important: CMS! Important: Supervisor may require DCOM95 with certain versions of Windows 98. For more information about DCOM95, see DCOM95 on page 30. Windows NT 4.0 Windows ME (Millennium Edition) Windows 2000 For more information, see About upgrades to Windows 2000 or XP on page 27. Windows XP For more information, see About upgrades to Windows 2000 or XP on page 27. Important:! Important: Windows XP Tablet PC Edition is not supported. Using current versions To ensure compatibility, it is recommended that you contact your Avaya support representative before you must install the latest Service Packs. To ensure security you must install the latest security patches for your supported Microsoft operating system prior to installing Avaya CMS Supervisor. 26 Replace with Document Title

27 Operating system requirements What about non supported operating systems? If you attempt to install CMS Supervisor on a non supported operating system, the setup program will fail without a displayed error message. When to upgrade Windows If you want to upgrade from Supervisor Version 5.0, and you have Windows 3.1, Windows for Workgroups 3.11, or Windows NT 3.51, you must upgrade your PC operating system to Windows 98, Windows NT 4.0, Windows ME, Windows 2000, or Windows XP before you can install CMS Supervisor. Windows 95 Windows 95 is no longer officially supported. You can install CMS Supervisor on a PC with Windows 95, but should any problems occur, you will need to upgrade to a supported operating system. About upgrades to Windows 2000 or XP If you upgrade any Windows operating system to Windows 2000 or XP without first uninstalling CMS Supervisor, you will lose your ability to uninstall and upgrade CMS Supervisor in the future. Perform an upgrade to Windows 2000 or XP as follows: 1. Uninstall CMS Supervisor 2. Upgrade to Windows 2000 or XP 3. Reinstall CMS Supervisor Issue 2.0 December

28 About the installation Hardware requirements To install and run CMS Supervisor, you need the following minimum configuration of hardware: A Pentium-class 233 MHz processor or the minimum requirement for your version of Windows A hard disk drive with 50 MB of free space If you want to install CMS Supervisor in more than one language, you also need an additional 5 MB of disk space for each installation of CMS Supervisor in another language. A CD-ROM drive A minimum of 64 MB RAM or the minimum requirement for your version of Windows. If simultaneous CMS Supervisor instances run in the background, additional memory may be required to maintain acceptable performance. An SVGA monitor and adapter set to at least 16 bit (64K) colors graphics resolution A mouse that is compatible with the supported Microsoft Windows operating systems A network, serial, or modem connection For more information, see Required network, serial, or modem connections on page 29. If you want to co-reside more than one version of CMS Supervisor, you will need more memory and disk resources. 28 Replace with Document Title

29 Required network, serial, or modem connections Required network, serial, or modem connections This section includes the following topics: Network connections Serial connections Modem connections Network connections If you have a network connection, you will need one of the following: A WinSock 2.0 compliant TCP/IP stack An ethernet communications board These requirements include Secure Shell (SSH) connections. Serial connections If you have a serial connection, you will need one of the following: A serial cable that is correctly wired to support hardware flow control and a 16550A UART communications port An available COM port Modem connections For a modem connection, you will need at least a 19.2 Kbps modem and a 16550A UART communications port. If the modem is external, the cable must be correctly wired to support hardware flow control. Issue 2.0 December

30 About the installation DCOM95 This section includes the following topics: Why install DCOM95? Where to get DCOM95 Why install DCOM95? If you want to install CMS Supervisor on a Windows 95 operating system (which is not fully supported), or on certain versions of Windows 98, you must first install DCOM95 before you can install CMS Supervisor. Since DCOM95 requires that you reboot your PC, you need to close any open applications before you run it. Where to get DCOM95 The dcom95.exe program is located in the Dcom95 directory on your CMS Supervisor CD-ROM, or in the CMS Supervisor directory on the network server. To download DCOM95 or read more about it, go to the following Microsoft web site: 30 Replace with Document Title

31 Chapter 2: Install CMS Supervisor Use Install CMS Supervisor to install Avaya Call Management System (CMS) Supervisor on a local PC or on a shared network drive. Organization of general information This section includes the following general information: Local and shared network installations on page 32 About shared network configurations on page 33 Version upgrades on page 34 Typical and custom installations on page 36 Organization of procedures This section includes the following procedures: Install CMS Supervisor on a local PC from the CD-ROM on page 37 Install CMS Supervisor on a local PC from the network on page 38 Install CMS Supervisor on a shared network drive on page 40 What to do if the installation does not start automatically on page 42 Manually upgrade V6 or V8 to V9 for a shared network on page 43 Issue 2.0 December

32 Install CMS Supervisor Local and shared network installations You can perform a local or shared network installation from the CMS Supervisor installation CD or from a directory on the network which has a copy of all of the application files. You can use two methods to install the application files, which are described as follows. This section includes the following topics: Local installation Shared network installation Local installation A local installation means that you install all of the CMS Supervisor application files on each PC that will run CMS Supervisor. The application files reside on local disk space on each PC. Shared network installation A shared network installation means that you install the CMS Supervisor application files on a PC that is on the network. The directory on the network where you install CMS Supervisor must have sharing enabled. Each PC that runs CMS Supervisor has a program icon that points to the shared directory that contains the application files. Important:! Important: If you are trying to shared network upgrade on a previous version that was locally installed, you will receive an error message and installation will abort. A local installation cannot be upgraded with the shared network installation. Related topic For more information, see About shared network configurations on page Replace with Document Title

33 About shared network configurations About shared network configurations This section includes the following topics: Overview of required steps About the network setup About the client PC setup Overview of required steps To setup a shared network configuration, you must first install CMS Supervisor to a shared directory on the network. Then, you must setup each client PC with a program icon that points to the shared network directory so that users can access and run CMS Supervisor from their PCs. About the network setup The network setup installs application software files and all language options into a shared network directory. In addition, this setup transfers a client setup program and its associated files to the shared network directory. About the client PC setup Related topic After you install CMS Supervisor in the shared network directory, you must run the client setup program on each client PC. You must run the client PC setup from the newly-populated shared network directory. It will install an icon on each client PC that points to the shared network directory and will let you identify where you want to put user-specific files. For installation procedures, see Install CMS Supervisor on a shared network drive on page 40. Issue 2.0 December

34 Install CMS Supervisor Version upgrades This topic includes information about version upgrades and includes the following topics: Previous R12 install for a local installation V9 or V11 upgrade for a local installation V6 or V8 upgrade for a local installation V6 or V8 upgrade to V9 for a shared network Related topics For more information, see any of the following topics: Install CMS Supervisor on a local PC from the CD-ROM on page 37 Install CMS Supervisor on a local PC from the network on page 38 Install CMS Supervisor on a shared network drive on page 40 Manually upgrade V6 or V8 to V9 for a shared network on page 43 Previous R12 install for a local installation The program will prompt you to decide which one of the following you want to do: Reinstall the files. You will probably want to do this if you need to repair the files. Exit the installation wizard. V9 or V11 upgrade for a local installation The program will prompt you to decide which one of the following you want to do: Uninstall the previous version before you upgrade to R12. The installation wizard will retain your user preferences. Keep the previous version and also install R12 in a new directory. Important:! Important: You should keep your V9 application if you have not yet upgraded all of your CMS servers to R12. CMS Supervisor R12 is compatible with only CMS R Replace with Document Title

35 Version upgrades Note: Note: If you are upgrading V11 to R12, you may be prompted to upgrade your V11 installation before you can upgrade to R12. The latest CMS Supervisor V11 package is included on your R12 CD-ROM. This V11 upgrade is necessary to fix a previous V11 uninstall problem. The R12 setup program will automatically start this upgrade. V6 or V8 upgrade for a local installation To retain your user preferences, you must do the following: 1. Upgrade to V9 before you can upgrade to R12. The installation program will ask you if you want the program to perform an automatic upgrade to V9. 2. Establish a connection to a V6, V8, or V9 CMS server after the V9 upgrade completes. 3. Restart the R12 installation. V6 or V8 upgrade to V9 for a shared network To retain your user preferences, you must do the following: 1. On the server, manually upgrade to V9. For more information, see Manually upgrade V6 or V8 to V9 for a shared network on page On each client, the R12 installation program will prompt you to manually upgrade to V9. Important:! Important: Perform an upgrade on each client. You must reinstall CMS Supervisor in each client to update any Windows registry changes and local system files. You can use the same directory location on the file server as was used for the previous CMS Supervisor installation, unless you want to keep your previous version. 3. Establish a connection to a V6, V8, or V9 CMS server after you complete the V9 upgrade on the server and clients. About V5 CMS Supervisor Version 5 can co-reside with R12. There is no way to perform an upgrade from V5 to a later version. Issue 2.0 December

36 Install CMS Supervisor Related topic Uninstall Supervisor Version 5 on page 47 Typical and custom installations Choose a custom installation instead of a typical installation only if you want to install more languages than the typical installation will install. This section includes the following topics: Typical installations Custom installations Typical installations The installation program always installs the English version of CMS Supervisor and online Help. If your operating system is in a language other than English, the installation program automatically installs CMS Supervisor and online Help in English plus the language of your operating system. Examples: If your operating system is in... Then the typical installation will automatically install... English Spanish English Spanish and English Custom installations If you want to install more languages, you can choose a custom installation.! Important: Important: Always check the available disk space shown at the bottom of the window if you want to add languages and make sure your operating system is in the appropriate language. You may not be allowed to install all of the languages supported by CMS Supervisor. 36 Replace with Document Title

37 Install CMS Supervisor on a local PC from the CD-ROM Install CMS Supervisor on a local PC from the CD-ROM To install CMS Supervisor on a local PC from the CD-ROM, use the following procedure: 1. If you want to upgrade CMS Supervisor, read Version upgrades on page Close any programs that are running on the PC. 3. Insert the CMS Supervisor CD-ROM into the CD-ROM drive. For more information, see What to do if the installation does not start automatically on page Follow the steps on the wizard screens until the installation is complete. Make sure that you select Install to Local PC and install the files at either the default location or somewhere else on your hard drive. For more information, see any of the following topics: Local and shared network installations on page 32 Typical and custom installations on page Establish a connection to the CMS server. For the procedure, see Get started with CMS Supervisor on page 49. Issue 2.0 December

38 Install CMS Supervisor Install CMS Supervisor on a local PC from the network If you want to install CMS Supervisor on a local PC from the network, you must first copy the CMS Supervisor installation files from the CD-ROM onto the network. Then you install CMS Supervisor onto each client PC from the network. This section includes the following topics: Before you begin Prepare the network directory Install CMS Supervisor on each PC Before you begin Do the following steps before you install Supervisor: 1. If you want to upgrade CMS Supervisor, read Version upgrades on page Verify that every applicable PC has network access to the computer that contains the CMS Supervisor application files. Typically, a mapped network drive provides network access to this computer because it makes it easy to locate the CMS Supervisor application files during the installation. If the CMS Supervisor application files cannot be located, the installation will fail. For information about how to map to a network drive, see Windows Help. Prepare the network directory Use the following procedure to prepare the network directory: 1. At a PC that is connected to the network, close all programs that are running on the PC. 2. Insert the CMS Supervisor CD-ROM into the CD-ROM drive. 3. If Autoplay is enabled on your PC, the installation starts automatically. Select Cancel to interrupt the installation. 4. Open Microsoft Windows Explorer. 5. Create a directory on the network drive, and record the path to the directory for later use. 38 Replace with Document Title

39 Install CMS Supervisor on a local PC from the network 6. Copy the contents of the CD-ROM to the directory that you created in Step 5. Be sure to copy all of the files. 7. Go to Install CMS Supervisor on each PC on page 39. Install CMS Supervisor on each PC For each PC you install from a network, do the following steps: 1. Go to Prepare the network directory on page 38 if you have not done so already. 2. Close all programs that are running on the PC. 3. Navigate to Start > Run. 4. Browse to the network drive and the directory that contains the CMS Supervisor files you copied in Step 6 of Prepare the network directory on page Double-click on the Setup.exe file located in the root directory. The CMS Supervisor installation wizard opens. 6. Follow the steps on the wizard screens until the installation is complete. Make sure that you select Install to Local PC and install the files at either the default location or somewhere else on your hard drive. For more information, see any of the following topics: Local and shared network installations on page 32 Typical and custom installations on page Establish a connection to the CMS server. For the procedure, see Get started with CMS Supervisor on page 49. Issue 2.0 December

40 Install CMS Supervisor Install CMS Supervisor on a shared network drive Use the following procedure to create a shared application directory on the network drive for the CMS Supervisor files. With this type of installation, the CMS Supervisor executable files reside on the network server and are shared by multiple computers. This section includes the following topics: Before you begin Set up the network Perform the PC client setup Related topic For more information, see About shared network configurations on page 33. Before you begin Do the following steps before you install CMS Supervisor: 1. If you want to upgrade CMS Supervisor, read Version upgrades on page Verify that every applicable PC has network access to the computer that contains the CMS Supervisor application files. Typically, a mapped network drive provides network access to this computer because it makes it easy to locate the CMS Supervisor application files during the installation. If the CMS Supervisor application files cannot be located, the installation will fail. For information about how to map to a network drive, see Windows Help. Set up the network Use the following procedure to setup the network: 1. Log in to the PC as a user with administrative privileges. 2. Close all programs that are running on the PC. 3. Create a directory on the network drive to hold the CMS Supervisor application files. 4. Insert the CMS Supervisor CD-ROM into the CD-ROM drive. For more information, see What to do if the installation does not start automatically on page Replace with Document Title

41 Install CMS Supervisor on a shared network drive 5. Follow the steps on the wizard screens until the installation is complete. Make sure that you select Install on shared network drive and install the files in the directory you created. Important:! Important: If you have V9 or V11 installed on your system, install R12 CMS Supervisor in a separate directory from V9 or V11. For more information, see Local and shared network installations on page Go to Perform the PC client setup on page 41. Perform the PC client setup! Important: Important: You must run client setup from the actual PC that will be used to access CMS Supervisor. If you just log on to the network as each user, and then run client setup, the program will not install properly. To setup a client PC, do the following steps: 1. Go to Set up the network on page 40, if you have not done so already. 2. From a client PC, close any programs that are running on the PC. 3. In Windows Explorer, navigate to the directory where CMS Supervisor is installed on the network. 4. Locate and then double-click on the Setup.exe file located in the network application directory. The CMS Supervisor installation wizard opens. 5. Follow the steps on the wizard screens until the installation is complete. Install the files at either the default location or somewhere else on your hard drive. If you have a previous CMS Supervisor version, you must choose to either co-reside the R12 files in a separate directory or upgrade. For more information, see Typical and custom installations on page If you have another client PC, perform this procedure again at that PC. 7. Establish a connection to the CMS server. For the procedure, go to Get started with CMS Supervisor on page 49. Issue 2.0 December

42 Install CMS Supervisor What to do if the installation does not start automatically This section includes the following topics: About Autoplay Procedure About Autoplay The CD-ROM also supports the Microsoft Windows AutoPlay feature. If AutoPlay is enabled on your PC, insert the CD-ROM into the drive and the CMS Supervisor Setup program starts automatically. For information on how to enable or disable AutoPlay on your PC, see your system administrator. Procedure If the CMS Supervisor installation does not start automatically, do the following steps: 1. Navigate to Start > Run. 2. Do one of the following: If you want to install from A CD-ROM A shared network drive Then Browse the contents of the CD-ROM and double-click on the Setup.exe file. In Microsoft Explorer, navigate to the directory where CMS Supervisor is installed on the network, and double-click on the Setup.exe file. Note: Note: For help locating the executables, consider the following: The R12 executable is located in the root directory. The V11 executable is located in a subdirectory off the root directory. The V9 executable is located in a subdirectory off the root directory. 3. Select OK. The installation wizard opens. 42 Replace with Document Title

43 Manually upgrade V6 or V8 to V9 for a shared network Manually upgrade V6 or V8 to V9 for a shared network If you want to keep your preferences, you must first upgrade CMS Supervisor V6 or V8 to V9 before you can install R12. Use this procedure only if you are upgrading a V6 or V8 file server to R12 for a shared network install. This section includs the following topics: Set up the network Install V9 Supervisor Set up the network Do the following steps before you upgrade to V9: 1. Set up a network directory for your V9 files. For more information, see Set up the network on page 40. Important:! Important: Create a separate directory for the V9 files. 2. Return to Install V9 Supervisor on page 43. Install V9 Supervisor Use this procedure to manually upgrade V6 or V8 to V9 on a shared network. Do the following for each client: 1. Close all programs that are running on the PC. 2. Navigate to the drive and directory on the network that contains the V9 Supervisor application files. 3. Launch SetupClt.exe. The Supervisor Installation Welcome window opens. 4. Select Next. The Previous Version Found window opens. 5. Select OK to continue with the installation. Issue 2.0 December

44 Install CMS Supervisor Note: Note: You 6. Select the option to install Supervisor V9 as an upgrade. The Select Location window opens. 7. Make sure that you have enough disk space to install the application to the specified drive. The numbers at the bottom of the window indicate the total space that is available. 8. Select the installation location, and select OK. You can either accept the default location that is displayed or browse to another location. 9. Select Next. 10. Select Typical or Custom, and select Next. For more information, see Typical and custom installations on page Select the shortcut location, and select Next. You can either accept the default location that is displayed or browse to another location. 12. Select Install. Note: The Install Status window displays a list of all files that are installed for V9 Supervisor. Verify that all files were successfully installed. 13. Select Finish to return to your desktop. 14. Establish a connection to a V6, V8, or V9 CMS server. You must perform this step to ensure that user preferences and server information are preserved. For the procedure, go to Get started with CMS Supervisor on page 49. Note: cannot connect to an R12 CMS server with V6, V8, V9, or V Restart the R12 installation. 44 Replace with Document Title

45 Chapter 3: Uninstall CMS Supervisor You can easily uninstall the Avaya Call Management System (CMS) Supervisor application with the Microsoft Windows Add/Remove Programs wizard. Uninstall removes the Supervisor files and directories from the PC. This section includes the following topics: Uninstall all versions except V5 on page 46 Uninstall Supervisor Version 5 on page 47 Issue 2.0 December

46 Uninstall CMS Supervisor Uninstall all versions except V5 Important:! Important: For shared network installations, uninstall the client software before you uninstall the server software. The uninstall program needs an executable file that exists only on the server.! CAUTION: CAUTION: Because of an uninstall problem in V11, you should upgrade it to the current release of V11 before performing this procedure. To uninstall Supervisor, do the following steps: 1. Close all programs that are running on the PC. 2. From the Microsoft Windows Start menu, select Settings > Control Panel. 3. Double-click the Add/Remove Programs icon. The Add/Remove Programs Properties window opens. 4. Select the Install/Uninstall tab. 5. Highlight the entry for Supervisor in the list of installed software. 6. Select Add/Remove. The Remove window opens. 7. Select Yes. The Perform Uninstall window opens and a progress indicator that shows what percentage of the files are installed. CAUTION:! CAUTION: If you press Cancel at this time, the system cancels the uninstall process. However, because some files have been deleted, Supervisor will not run. Also, the system prevents you from trying to uninstall Supervisor files a second time if you cancel the first attempt. After the uninstall is complete, the system returns you to the desktop. 8. If you have a shared network installation, uninstall the server using these procedures. 46 Replace with Document Title

47 Uninstall Supervisor Version 5 Uninstall Supervisor Version 5 Since Version 5 does not have an uninstall program, you must remove it manually. Use the following procedure to remove Version 5 of Supervisor. Note: Note: You can also use this procedure to delete old Terminal Emulator files. This section includes the following topics: Before you begin Procedure Before you begin It is not necessary to uninstall any prior Supervisor version before you install the latest version. However, you may want to remove all references to the old version before you install the latest version. For example, you may want to remove the old desktop icons. Important:! Important: For shared network installations, uninstall the client software before you uninstall the server software. The uninstall program needs an executable file that exists only on the server. Procedure To uninstall Supervisor Version 5, do the following steps: 1. Delete the directory and all files contained within the directory where you installed Supervisor. For example, c:\centrevu or c:\cvterm. 2. Delete the centrevu.ini and cvterm.ini files. If you have already upgraded to the latest version, the.ini files may not exist. CAUTION:! CAUTION: Do not perform Steps 3 through 6 if you have already upgraded to the latest version. 3. Go to Start > Settings > Control Panel > Fonts. 4. Select CVTERM. 5. Select Delete. Issue 2.0 December

48 Uninstall CMS Supervisor 6. Select Yes after the message: Are you sure you want to delete these fonts?. 7. Go to Start > Settings > Taskbar. 8. Select the Start Menu Programs tab. 9. Select Remove. 10. Select the entry for Supervisor V Select Remove. 12. Select Yes after the message: Are you sure you want to remove Replace with Document Title

49 Chapter 4: Get started with CMS Supervisor This section provides procedures for common operations that you will perform in Avaya Call Management System (CMS) Supervisor. This section includes the following topics: About CMS server connection settings on page 50 Open the CMS Supervisor application on page 51 Establish the connection on page 52 Log in to the CMS server for the first time on page 56 Log in to the CMS server after the first time on page 57 Log off the CMS server on page 59 Exit CMS Supervisor on page 60 Change connection settings on page 61 Close CMS Supervisor windows on page 62 Issue 2.0 December

50 Get started with CMS Supervisor About CMS server connection settings You must establish connection settings before you can connect to the Avaya Call Management System (CMS) server. This section includes the following topics: Connection options Automatic and manual Connection options There are four connection options: Network Serial Modem SSH Automatic and manual Related topic There are two ways to set these options to connect to the CMS server: Automatic. To log in to the CMS server through the Graphical User Interface (GUI). Manual. To log in to the CMS server through a command line. You would use manual login for the following reasons: - You need to login as cmssvc or cms. - You are instructed to do so for troubleshooting. For more information about your Solaris system, see your Solaris system administrator. 50 Replace with Document Title

51 Open the CMS Supervisor application Open the CMS Supervisor application To open the CMS Supervisor application, do the following steps: 1. From the Microsoft Windows Start menu, select Programs > Avaya > CMS Supervisor R12 > CMS Supervisor R12 -- English. At this point, the CMS Supervisor application is open, but you are not logged in to the CMS server. If you have not yet established connection settings to an CMS server, the system displays the CMS Supervisor Controller and an open Options window Options icon 2. Login icon 2. Continue with Establish the connection on page 52. Issue 2.0 December

52 Get started with CMS Supervisor Establish the connection Example This section includes the following topics: Choose settings Establish network settings Establish serial settings Establish modem settings Establish SSH settings To establish connection settings to a CMS server, you must use the Options window. The Options window is displayed with the CMS Servers tab as the only active tab. Besides New, the other options in the CMS Servers tab are as follows: Remove. Highlight the name of the server and select this option to remove the CMS server configuration that you entered previously. You will get a message that asks if are sure you want to delete the server configuration. Select Yes or No. Properties. Highlight the name of the server and select this option to display the Server Properties window, where you can view or change the CMS server configuration properties. 52 Replace with Document Title

53 Establish the connection Choose settings To choose the settings, do the following steps: 1. Perform one of the following actions, depending on how you want to connect to the CMS server: If you want to connect Manually Automatically Then Select the Manual Login check box. Do not select the Manual Login check box. For more information, see Automatic and manual on page Since this is a new connection, select New. The Server Properties window opens. 3. Perform one of the following actions, depending on the type of connection that you want to establish: For A network connection A serial connection A modem connection A network connection using Secure Shell (SSH) The following window opens The Server Properties window opens with network settings. The Server Properties window opens with serial settings. The Server Properties window opens with modem settings. The Server Properties window opens with network settings. Go to Establish network settings on page 53 Establish serial settings on page 54 Establish modem settings on page 54 Establish SSH settings on page 55 Establish network settings To establish a network connection, do the following steps: 1. In the Connection box, make sure Network is selected. 2. In the Server Name text box, enter the name of the server that you will use. Issue 2.0 December

54 Get started with CMS Supervisor 3. In the Network Port text box, use the default of 23 unless otherwise instructed by your system administrator. 4. Select OK. The CMS Servers tab folder opens with the options that you chose. 5. Select OK to accept the network settings. You must select a server from the list before you select OK. The Avaya CMS Supervisor Controller window opens. At this point you are still not logged in to the CMS server, but you have established connection settings to the CMS server. 6. Continue with Log in to the CMS server for the first time on page 56. Establish serial settings To establish a serial connection, do the following steps: 1. In the Connection box, make sure Serial is selected. 2. In the Server Name text box, enter the name of the server that you will use. 3. Select the correct settings for all the fields in the Serial Settings box. See your CMS administrator for the appropriate serial settings. 4. Select OK. The system displays the CMS Servers tab. 5. Select OK. The Avaya CMS Supervisor Controller window opens. At this point you are still not logged in to the CMS server, but you have established connection settings to the CMS server. 6. Continue with Log in to the CMS server for the first time on page 56. Establish modem settings To establish a modem connection, do the following steps: 1. In the Connection box, make sure Modem is selected. 2. In the Server Name text box, enter the name of the server that you will use. 3. In the Phone Number text box, enter the telephone number of the CMS server. If you do not know the telephone number, contact your CMS administrator. 54 Replace with Document Title

55 Establish the connection 4. In the Modem box, select the modem from the pull-down list of modems that are configured in Microsoft Windows. 5. Select OK. The CMS Servers tab displays. 6. Select OK. The Avaya CMS Supervisor Controller window opens. At this point you are still not logged in to the CMS server, but you have established connection settings to the CMS server. 7. Continue with Log in to the CMS server for the first time on page 56. Establish SSH settings To establish a Secure Shell (SSH) connection, do the following steps: 1. In the Connection box, make sure SSH is selected. 2. In the Server Name text box, enter the name of the server that you will use. 3. In the Network Port text box, use the default of 22 unless otherwise instructed by your system administrator. 4. Select OK. The CMS Servers tab displays. 5. Select OK to accept the network settings. You have to select a server from the list before you select OK. The Avaya CMS Supervisor Controller window opens. At this point you are still not logged in to the CMS server, but you have established connection settings to the CMS server. 6. Continue with Log in to the CMS server for the first time on page 56. Issue 2.0 December

56 Get started with CMS Supervisor Log in to the CMS server for the first time After you establish connection settings to the CMS server, you will log in to the CMS server. To log in to the CMS server for the first time, do the following steps: 1. Use one of the following methods to log in to the CMS server: Select Login from the Connect menu. Select the Login icon. 2. Depending on how you established connection settings to the CMS server, one of two actions will occur: For Then Go to An automatic login connection A manual login connection The Login Information window opens. The Manual Login window opens Step 3 in Automatic login on page 57 Step 2 in Manual login on page Replace with Document Title

57 Log in to the CMS server after the first time Log in to the CMS server after the first time After you log in to CMS Supervisor for the first time and establish your login ID and password, the login procedures change slightly. Follow the procedures either for an automatic or a manual login. This section includes the following topics: Automatic login Manual login Automatic login Related topic If the connection settings are established for automatic login, you will log in to the CMS server through the Automatic Login window. Now, each time that you open CMS Supervisor, the system displays the Avaya CMS Supervisor Controller window and the Login Information window. To log into the CMS server with automatic login, do the following steps: 1. Double-click the CMS Supervisor icon in its program group or on the desktop. The Avaya CMS Supervisor Controller window opens with the Login Information window in front of the Controller. 2. From the CMS Server pull-down list, select the IP address or name of the CMS server. 3. Enter your CMS login ID in the Login ID field, or choose it from the history list of IDs if it has been entered previously. 4. Enter your CMS password in the Password field. 5. Select OK. The system displays a message box that indicates that CMS Supervisor is connecting to the CMS server. Once you connect to the CMS server, the system displays the Avaya CMS Supervisor Controller window with the CMS operations that are available on the toolbar. The status line is active and the system displays two new menus, Commands and Scripts, in the menu bar. For more information on the scripting feature, refer to the Avaya Call Management System Administration guide. Issue 2.0 December

58 Get started with CMS Supervisor Manual login If the connection settings are established for manual login, you will log in to the CMS server through the Manual Login window. Now, each time that you open CMS Supervisor, the system displays the Avaya CMS Supervisor Controller window and the Manual Login window.! Important: Important: The Manual Login window is not recommended for standard Solaris use, for example, do not use this window to edit files. The Manual Login window is not a Terminal Emulator. To log into the CMS server with manual login, do the following steps: 1. Double-click the CMS Supervisor icon in its program group or on the desktop. The Avaya CMS Supervisor Controller window opens with the Manual Login window in front of the Controller. At this time, you are not logged in to the CMS server. 2. At the login prompt, enter your CMS Login ID. The system displays the prompts only after you enter information for the previous prompt. All prompts are shown in the example of the Manual Login window for convenience. 3. At the password prompt, enter your CMS password. 4. Perform one of the following actions, depending on which prompt that the system displays: If the system displays The Enter Terminal Type prompt The Solaris system prompt Then enter cvsup cms The Avaya CMS Supervisor Controller window opens. Once you connect to the CMS server, the Avaya CMS Supervisor Controller window opens with the CMS operations that are available on the toolbar. The status line is active and the system displays two new menus, Commands and Scripts, in the menu bar. Related topics For more information on the scripting feature, see the Avaya Call Management System Administration guide. For more information about how to use the Avaya CMS Supervisor Controller window, see the Avaya Call Management CMS Supervisor Reports guide. 58 Replace with Document Title

59 Log off the CMS server Log off the CMS server To log off the CMS server, do the following steps: 1. Use one of the following methods to log off of the CMS server: Select Logout from the Connect menu. Select the Exit icon. This logs you out of the CMS server and out of CMS Supervisor. Select the Logout icon. The system asks you to verify whether you want to log out. 2. Select Yes to log off the CMS server. If you selected Exit in Step 1, CMS Supervisor logs you out of CMS and closes the application. If you selected Logout in Step 1, CMS Supervisor logs you out of CMS but the Controller window remains open. 3. Go to Exit CMS Supervisor on page 60. Issue 2.0 December

60 Get started with CMS Supervisor Exit CMS Supervisor To exit the CMS Supervisor application, do the following steps: 1. From the Connect menu, select Exit. If you have logged off from the CMS server, CMS Supervisor closes. If you have not logged off the CMS server, the system displays the following message: 2. Select one of the following: If you select Yes No Then CMS Supervisor automatically logs you off from the CMS server and then exits from the application. You are returned to the CMS Supervisor Controller window and remain logged in to the CMS server. 60 Replace with Document Title

61 Change connection settings Change connection settings! Important: Important: You cannot be logged in to an CMS server when you change connection settings. To change connection settings to the CMS server, do the following steps: 1. Start CMS Supervisor. 2. Select Cancel from either the Login Information window or the Manual Login window. The Avaya CMS Supervisor Controller window opens. 3. Select the Options icon. The Options window opens with the CMS Servers tab folder open. 4. In the CMS Servers tab folder, select Properties. The Server Properties window opens. Notice that the Server Name is displayed and cannot be changed. 5. In the Connection box, select the type of connection you want, Network, Serial, Modem, or SSH. 6. Change any settings as needed. For information about how to enter serial and modem information, see Establish the connection on page Select OK to change the connection. The CMS Servers tab folder displays. Issue 2.0 December

62 Get started with CMS Supervisor Close CMS Supervisor windows To close CMS Supervisor windows, use any of the standard Microsoft Windows-based methods. You can also select Exit from the Connect menu to close all windows and quit the CMS Supervisor application. If the CMS server shuts down or is changed to single-user mode, CMS Supervisor displays a warning message and then any open windows are closed. 62 Replace with Document Title

63 About operations Chapter 5: CMS operations This section provides information about the menus that you use to perform Avaya Call Management System (CMS) operations in Avaya CMS Supervisor. This section includes the following topics: About operations on page 63 Actions menu on page 65 About operations This section includes the following topics: Tasks on the Operations tab How to get to the Operations tab Tasks on the Operations tab Related topics Use the Operations tab to perform the following tasks: Add items to the database Find items in the database Modify items in the database Delete items from the database For detailed information about these tasks, see the Avaya Call Management System Administration guide. Issue 2.0 December

64 CMS operations How to get to the Operations tab Use any of the following paths to navigate to the Operations tabs: Commands > Dictionary Commands > Exceptions Commands > Agent Administration Commands > Call Center Administration Tools > System Setup Tools > Maintenance Tools > User Permissions 64 Replace with Document Title

65 Actions menu Actions menu This section includes the following topics: Purpose Action menu items Purpose Example The Actions menu is found in the Dictionary, Exceptions, Agent Administration, Call Center Administration, Maintenance, System Setup, and User Permission operations windows. Actions are used to perform Avaya CMS-related functions. Action menu items The following table lists the Actions menu items, their associated buttons, and a definition of each action. Not all of the actions are available to you all of the time. Action Button Description Add Cancel Adds the data that you entered in the current window to the database. Cancels the operation that is in progress. Issue 2.0 December

66 CMS operations Action Button Description Copy Group/ Create Delete Exit Find one Get contents List all List Devices Modify Next Previous Run/Start Creates a new group from an existing one. Removes the entry on your current window from the Avaya CMS database. Exits the window and other associated windows. Searches the database for entries that match the input values in the current window. Provides access to the members of the agent group. Lists all of the entries that matched the current field values. Lists all the devices that are specified in the Backup/Restore Devices window. Changes the database entry to reflect the new values that are entered in the current window. If you have used the Find One function, the Next button displays the next match that is found. Otherwise, this button is not available. If you have used the Find One function, the Previous button displays the previous match that is found. Otherwise, this button is not available. Starts the process for your current window. Script... No icon Displays the Save as Script - Action window. Use this window to enter information in the appropriate fields, and then select Add, Modify, or Delete, and save it as a script. If Add, Modify, or Delete are not present, the Save as Script menu item is not present. Select tables Allows you to select specific tables to back up or restore. 66 Replace with Document Title

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68 CMS operations 68 Replace with Document Title

69 Chapter 6: Install and use theterminal Emulator This section explains how to install the Terminal Emulator software and set up profiles. Organization of general information This section includes the following general information: About the Terminal Emulator on page 70 The Terminal Emulator window on page 71 Communications tab on page 75 Modem tab on page 78 Font tab on page 80 Terminal Emulator messages on page 90 Organization of procedures This section includes the following procedures: Install the Terminal Emulator on page 82 Open the Terminal Emulator on page 83 Log in to CMS on page 84 Exit the Terminal Emulator on page 86 Edit profiles on page 87 Delete profiles on page 88 Terminal Emulator messages on page 90 Resolve Terminal Emulator font problems on page 92 Issue 2.0 December

70 Install and use theterminal Emulator About the Terminal Emulator This section includes the following topics: Description of Terminal Emulator Installation information Why use the Terminal Emulator? Description of Terminal Emulator The Terminal Emulator is a software application that emulates a 615 Color (615C) terminal. Use the Terminal Emulator to access the Avaya Call Management System (CMS) server from a PC with Microsoft Windows. You can use the Terminal Emulator with any Avaya CMS server that supports 615 or 615C terminal types. Installation information The Terminal Emulator is packaged with CMS Supervisor, but you must install it separately. It is not automatically installed with the latest version of CMS Supervisor. Why use the Terminal Emulator? If you use Supervisor and the Terminal Emulator, you will use the Terminal Emulator for the following CMS capabilities: ACD Administration Vector Contents You can also use Visual Vectors to access vector information and edit vectors. cmsadm and cmssvc command capabilities Solaris system command capabilities INFORMIX database commands Forecast Shortcuts Timetables Create and edit CMS custom reports 70 Replace with Document Title

71 The Terminal Emulator window The Terminal Emulator window This section includes the following topics: Profile menu Edit menu Connection menu Reset menu Help menu Profile menu From this menu you, can create, open, and save a connection profile. You can also exit the Terminal Emulator from this menu. Profiles are used to store information that is related to how a particular user connects to the remote host. The following table lists the items on the Profile menu and describes the action that each item performs. Menu item New Open... Save Save As... Action Creates a new connection profile. By default, this connection profile is named profile 1 until you save it. This item is unavailable if a connection is already active. Opens an existing connection profile. The system displays a window with the current profiles listed when this menu item is selected. Once you select a profile to open, that profile becomes the first profile in the list of recently accessed profiles. This item is unavailable if there is already a connection active. Saves the current connection profile. Brings up a window that requests a name under which to save the profile. Existing profile names are listed in the Save Profile As window. You can select one of these names or enter a new profile name in the Profile Name text box. If you use an existing profile name, the system displays a message that warns that you are about to overwrite the contents of an existing profile. Issue 2.0 December

72 Install and use theterminal Emulator Menu item Action Displays the four most-recently opened connection profiles. You can choose a numbered profile for quick access. The most recently selected profile that you choose becomes profile number 1, and the other items are renumbered accordingly. These items are unavailable if there is a connection already active. Exit Exits the Terminal Emulator. If there is a profile that was modified but not saved, a warning message is displayed. Edit menu From this menu, you can copy selected text to the Microsoft Windows Clipboard, paste the contents of the Clipboard to a remote host computer, and clear the contents of the Clipboard. In this case, pasting means sending the selected text to the screen as if it were typed by the user. The capability to cut text is not supported by the Terminal Emulator. The following table lists the items on the Edit menu and a brief description of the action each item performs. You can also use the basic Microsoft Windows keyboard shortcuts. Menu item Copy Paste Clear Action Copies the selected text to the Microsoft Windows clipboard. Pastes the contents of the Microsoft Windows clipboard to the location of your cursor on your PC as if you had typed it in. Clears the contents of the Microsoft Windows clipboard. Connection menu From this menu you can connect to, disconnect from, or send a break to a remote host computer. You also use this menu to set up or change the Terminal Emulator 72 Replace with Document Title

73 The Terminal Emulator window options, that is, communications, modem, and font. The following table lists the items on the Connection menu and describes the action that each item performs. Menu item Connect Disconnect Send Break Options... Action Establishes a connection to a remote host computer as specified in the active connection profile. If a connection is already active, this menu item is unavailable. Disconnects the active connection. If there is no active connection, this menu item is unavailable. Sends a break sequence to a remote host computer. A break is used to temporarily suspend an operation or transmission. If your connection is hung up and the host appears not to respond when you press keys on your keyboard, try sending a break. Brings up a window from which you can set up or change the Terminal Emulator options. For more information, see one of the following topics: Communications tab on page 75 Modem tab on page 78 Font tab on page 80 Reset menu From this menu, you can reset the terminal for Terminal Emulator. This provides a way to log in to Audix and the switch. Issue 2.0 December

74 Install and use theterminal Emulator Help menu From this menu, you can get online Help for the Terminal Emulator. The following table lists the items on the Help menu and describes the action that each item performs. Menu item Contents Technical Support About... Action Displays a table of contents of Help topics. Shows how to get the Terminal Emulator technical support. Opens the the Terminal Emulator Help About window. 74 Replace with Document Title

75 Communications tab Communications tab This section includes the following topics: Purpose Connection descriptions Network connection settings Serial and modem connection settings Purpose The Communications tab displays a window that lets you set up or change the connection options to a remote host computer. Connection descriptions The following is a description of each of the connection options. Connection Network Serial Modem SSH Description Use to connect to the remote Avaya CMS through a network. Use to connect to the remote Avaya CMS through a serial connection. Use to connect to the remote Avaya CMS through a modem. Use to connect to the remote Avaya CMS through a network connection using SecureShell (SSH). Issue 2.0 December

76 Install and use theterminal Emulator Network connection settings After you select Network, you will see the following fields. Field Avaya CMS Network Address Network Port Description Enter the name or the Internet Protocol (IP) address of the remote host. There is no default. Enter the network port that you want to connect. The default is 23, which is the network port reserved for Telnet. Serial and modem connection settings 76 Replace with Document Title

77 Communications tab After you select Serial or Modem, you will see the following fields. Setting Description Port Select the communication (COM) port you will use to connect to the Avaya CMS server. The options are COM1, COM2, COM3, and COM4. Baud Rate Select the baud rate. The options are 110, 300, 600, 1200, 2400, 4800, 9600, and 19.2K. Flow Control Parity Data Bit Stop Bits Select the flow control. The options are None, Xon/Xoff (software), Rts/Cts (hardware), or Both. Select the parity setting. The options are None, Odd, Even, Mark, and Space. Select the number of data bits. The options are 5, 6, 7, and 8. Select the number of stop bits. The options are 1, 1.5, and 2. Important:! Important: Do not change these settings unless you are instructed to do so by your network administrator. Issue 2.0 December

78 Install and use theterminal Emulator Modem tab This section includes the following topics: Purpose Before you begin Modem Commands field descriptions Purpose Example Select the Modem tab to set up or change dial strings that connect to the remote Avaya CMS through a modem port. The following figure shows an example of standard modem settings. Before you begin Before you can set the modem, go back to the Communications tab and set the following fields: Port Baud Rate 78 Replace with Document Title

79 Modem tab Flow Control = Rts/Cts Modem Commands field descriptions Use the following information to set up the modem connection. Field Phone Number Dial Prefix Dial Suffix Hangup String Reset String Auto Retry Time (seconds) allowed for connection Description Enter the telephone number of the remote host. Enter the characters to send to the modem before the telephone number of the remote host. For example, if a 9 must be dialed before the telephone number, enter 9 after the phrase ATDT (ATDT9). Enter the characters to send to the modem after the telephone number of the remote host. For example, if an extension must be dialed after the telephone number of the remote host, enter it here. Enter the characters to send to the modem to cause it to hang up the connection. The default is ATH. Enter the characters to send to the modem to cause it to reset itself. The default is ATZ. Turns the auto retry option on or off. If the check box is not selected, the modem tries only once to establish a connection to the remote host. Enter the maximum time to wait for the connection to be established. The valid values are 1 to 999 seconds. The default value is 45 seconds. Issue 2.0 December

80 Install and use theterminal Emulator Font tab This section includes the following topics: Purpose Font Sizes field descriptions Purpose Select the Font tab to change the font size that is used by the Terminal Emulator when you are logged in to Avaya CMS. Example The following figure shows an example of the standard font settings for the Terminal Emulator. 80 Replace with Document Title

81 Font tab Font Sizes field descriptions In the Font Sizes area, select one of the following. Field Small Medium Large Sample text Description This font is approximately 8 points. It is appropriate for video displays that have a resolution of 640 x 480 (VGA) or less. This font is approximately 9 points. It is appropriate for video displays that have a resolution of 800 x 600 or 1024 x 768. Medium is the default font size. This font is approximately 10 points. It is appropriate for video displays that have a resolution of 1024 x 768 or greater. Provides a sample of the selected font size. Issue 2.0 December

82 Install and use theterminal Emulator Install the Terminal Emulator To install the Terminal Emulator, do the following steps: 1. In the directory that contains the Supervisor files, find the the Terminal Emulator setup file, SetupTrm.exe. 2. Double-click the SetupTrm.exe file to begin the installation. After a short wait, the Terminal Emulator Setup Welcome window opens. 3. Select Next to proceed with the installation. 4. Follow the instructions that the system displays on the windows to install the Terminal Emulator. When the Installation is finished, the Installation Completed window opens. 5. Select Finish to return to your desktop. 82 Replace with Document Title

83 Open the Terminal Emulator Open the Terminal Emulator To open the Terminal Emulator, do the following steps: 1. From the Microsoft Windows Start menu, select Programs >Avaya> Terminal Emulator 12.0 > Terminal Emulator Select Terminal Emulator 12.0 from the CMS Supervisor menu. The Terminal Emulator window opens with no connection active. Issue 2.0 December

84 Install and use theterminal Emulator Log in to CMS This section includes the following topics: Create profiles To stop the login process Log in with more than four profiles Create profiles To create a profile, do the following steps: 1. Open the Terminal Emulator. 2. From the Profile menu, select New. The Options window opens. 3. Set the the Terminal Emulator options. The Terminal Emulator options are grouped under three tabs: Communications, Modem, and Font. For procedures on setting the options in each tab, see Communications tab on page 75, Modem tab on page 78, and Font tab on page Select Save As from the Profile menu. The Save Profile As box opens. 5. Enter the name of the profile in the Profile Name text box. 6. Select OK. If you want to overwrite an existing profile with one you have just created, double-click the name in the list box. 7. Select the name of the profile you just created to login. To stop the login process While doing these procedures, if you want to stop the login process but keep the Terminal Emulator running, select Disconnect from the Connection menu. If you want to stop the login process and close the Terminal Emulator, select Exit from the Profile menu. 84 Replace with Document Title

85 Log in to CMS Log in with more than four profiles To log in to CMS if you have more than four profiles, do the following steps: 1. From the Profile menu, select Open. Result: When you select a connection profile, a connection is initiated and a status window opens. The system closes the status window when the connection is established. If the connection is established through the network or a dedicated serial line, you see the Avaya CMS login prompt. If the connection is established through a modem, the modem dials the number of the remote host and then attempts to connect. 2. At the login prompt, enter your CMS login ID, and press Enter. 3. At the password prompt, enter your CMS password, and press Enter. 4. At the terminal type prompt, enter 615c and press Enter. The CMS Main Menu opens. Tip: Tip: If the system displays a prompt, such as $ or #, instead of the terminal type prompt or the CMS Main menu, enter cms and press Enter. Issue 2.0 December