New Customer Setup Table of Contents Core Module Setup 2 ECC Module Setup 9 Real Time Module Setup 12 ShoreTel Call Recording Integration 17 Appendix A: Setting up CCIR in ECC 22 Appendix B: Adding an Event Feed in Contact Center Director 26 Appendix C: Configuring ShoreTel Call Recording Administrator 27 1
Core Module Setup Welcome to Brightmetrics Reporting and Analytics. The only analytics service available specifically for the ShoreTel system. Brightmetrics makes it easy to get information to the people that need it in the format that makes the most sense for them. Brightmetrics is a secure, web based service. All that is needed is a web browser, a user name and a password. In addition, Brightmetrics offers the most powerful report scheduling available for the ShoreTel system. The active setup process for Brightmetrics should take less than 15 minutes. The outline below will help you to get started but if you need any assistance, feel free to email us at support@brightmetrics. com. 1. Brightmetrics Website Navigate to the Brightmetrics website at www.brightmetrics.com. From the homepage, click on the orange Try it for free button in the body of the page. This will take you to the sign up page where you start to setup the service. 2
2. Registration Form On the Start your Brightmetrics Trial page, please enter the information requested. Input you and your company s information in the Account Information section. In the ShoreTel Information section: a. Choose Now unless advised not to by Brightmetrics staff. b. Choose my ShoreTel server to install Brightmetrics to your ShoreTel server (this option is most common). Choose another server if you have the IP Address of the server you would like to install Brightmetrics on another server. There is no need to Show advanced settings unless advised to by Brightmetrics staff. a b 3
3. Agent Setup Once registration is complete, you will see the agent installation instructions in your web browser. This will lead you through the install process. Note: You must install the agent directly on the ShoreTel HQ server. If someone else will be finishing the installation (installing the actual agent on the server), copy the link to this page and email it to them. With these instructions and the link, they will be able to complete the installation process. a. Click on the link, (pictured below) to download the Agent executable to the server in which you will install the agent. b. The agent username and password that you see here will be the credentials needed in step 4 on the following page. a b Once the agent file is downloaded and copied to the server, run the agent executable. 4
4. Agent Credentials During the agent setup, you will be prompted for the agent credentials. Be certain to enter the Agent Credentials provided to you on the Instructions to Install the Agent page. 5. Proxy Settings If your network requires proxy setting, you will be able to enter that information during the setup process. If you are unsure, please contact your Network Administrator. 5
6. Completing the Agent Service When setup is complete, you will be prompted to optionally run the agent diagnostics tool to verify your installation. We recommend running it to make sure it is able to contact Brightmetrics and that the credentials are valid. If the agent diagnostic results state, No problems were detected, you are done with the installation of Brightmetrics Core UC module is complete. However, if errors are encountered or you are having any other problems with the agent, you can upload the agent logs to Brightmetrics support. You can also open a support ticket by sending an email to support@brightmetrics.com. 6
7. Data Sources Once the installation is complete, the agent will begin contacting the server. a. To check in on the status of this, login to Brightmetrics using your credentials and click on Data Sources. b. In the Agents Section, you will find Last checkin time. c. Your Configured Data Sources will begin turning green. Depending on the size of your organization and your Data Retention period, this may take between 10 minutes and several hours. Note: Only one computer can run a given agent at a time. If you attempt to use the same agent credentials on a second computer, it will not be allowed to connect. If you are moving an agent from one computer to another, click here to follow the instructions to reinstall an agent. a c b You are officially done with installation of Brightmetrics Core UC module. If you have any questions, please contact support@brightmetrics.com or sign up for a training here! 7
Do you use ShoreTel s ECC add-on? Yes Let s add Brighmetrics ECC module No Let s skip to Real Time Note: If you dont intend to install Brightmetrics ECC module at this time, you can still install Brightmetrics Real Time for ECC by skipping to page 8. 8
ECC Module Setup Brightmetrics has a reporting and analytics module for customers that utilize the ShoreTel Enterprise Contact Center (ECC) platform. To add Brightmetrics for ECC, the set up of CCIR is necessary as it provides the details associated with the ECC. Adding the Brightmetrics ECC reporting module gives you access to the cradle to grave information to perform detailed analytics for the Call Center Application. For detailed instructions on configuring the CCIR, review Appendix A by clicking here. Note: Brightmetrics Core UC Reporting and Analytics service must be set up and configured prior to configuring Brightmetrics for ECC. Brightmetrics supports only ShoreTel ECC versions 8 and above. 1. Add Data Source Log into Brightmetrics using your credentials. a. Click on Data Soures. b. Navigate to the Add Data Source Section and Click on ShoreTel ECC 2.0. Note: the 2.0 references Brightmetrics second version of ECC support, not an ECC version number. 9
2. Setup ECC Data Sources When you Click on ShoreTel ECC 2.0. this dialogue box will appear. a. Click in this dropdown box and choose ShoreTel ECC 2.0. b. Leave Create data source now box checked unless advised otherwise by Brightmetrics staff. c. Enter the requested information including the IP addresses for HQ, ECC, and CCIR Servers. d. If you have already installed the ECC agent, select Choose Agent and pick an existing agent from the list that appears. If you are installing a new ECC Brightmetrics Agent, select Install a new agent and enter an Agent Name. Note: as a best practice, Brightmetrics recommends installing a second agent for ECC on the CCIR server instead of using the existing Core UC or Real Time agents. e. To finish, click Add. b a c d e 10
If you chose an existing agent, you have finished setting up Brightmetrics ECC module. If you chose to install a new agent, please follow the steps below. 3. Agent Setup Once Add is clicked, a dialogue window will appear verifying the creation of the new data source. Click on the text link that opens an agent install instructions in a new window. A new window will open with step-by-step instructions on how to install the agent. This step is the same as outlined above, click here for reference. Otherwise, click on the link, (pictured below) to download the Agent executable to the server in which you will install the agent. You are officially done with installation of Brightmetrics ECC Reporting. If you have any questions, please contact support@brightmetrics.com or sign up for a training here! Proceed to the next page to setup Brightmetrics Real Time. 11
Real Time Module Setup Brightmetrics Realtime Reporting allows you to see what is happening in your call centers right now. Having access to call data while it is happening allows you to better manage your staff and calls in real time, and also to make solid decisions on the fly. 1. Add Data Source Log into Brightmetrics using your credentials. a. Click on Data Soures. b. Navigate to the Add Data Source Section and Click on ShoreTel Real Time. 12
For Brightmetrics Real Time, we need to know if you use ECC... No I am a Core customer only. Let s set up Real Time. Yes I am an ECC customer. Show me how to set up Real Time. 13
2. Setup Real Time Data Source - Core Customer Once you click Add Data Source Account, a new data source instance dialog box will appear. a. Choose No on Enable ECC realtime (as boxed below) b. If you have already installed the Core agent, select Choose Agent and pick an existing agent from the list that appears. If you are installing a new Core Brightmetrics Agent, select Install a new agent and enter an Agent Name. Note: Brightmetrics requires that the Real Time agent be installed on a TAPI Application server (the HQ server is typically used). If the Core UC agent is installed on the HQ server then the same agent can be used for Real Time by selecting Choose Agent. c. To finish, click Create. a b c 14
2. Setup Real Time Data Source - ECC Customer a. Once you click Add Data Source Account, choose ShoreTel Realtime as your data source type. b. Choose Yes on Enable ECC realtime. This will open up 3 text boxes where you will input your ECC Server Address, ECC Event Feed Username, and ECC Event Feed Password. Refer to Appendix B in the event that you need to add a Real Time event feed. c. If you have already installed the ECC agent, select Choose Agent and pick an existing agent from the list that appears. If you are installing a new ECC Brightmetrics Agent, select Install a new agent and enter an Agent Name. Note: Brightmetrics requires that the Real Time agent be installed on a TAPI Application server (the HQ server is typically used). If the Core UC agent is installed on the HQ server then the same agent can be used for Real Time by selecting Choose Agent. a b c d 15
If you chose an existing agent, you have finished setting up Brightmetrics Real Time module. If you chose to install a new agent, please follow the steps below. 5. Agent Setup Once Create is clicked, a dialogue window will appear verifying the creation of the new data source. Click on the text link that opens an agent install instructions in a new window. A new window will open with step-by-step instructions on how to install the agent. This step is the same as outlined above, click here for reference. Otherwise, click on the link, (pictured below) to download the Agent executable to the server in which you will install the agent. Once the agent is installed and you ve finished Adding this Data source, you can proceed to the Edit Dashboard page to begin creating realtime dashboards. Click here to learn how to create charts. If you have any further question or need further assistance, please send an email to support@brightmetrics. com. 16
ShoreTel Call Recording Integration Brightmetrics has added the functionality to allow users of both Shoretel s Call Recording Application and Brightmetrics to listen to call recordings directly within the Brightmetrics service. The purpose of this document is to provide the instructions for setting up the Shoretel Call Recording Integration within Brightmetrics, the requirements needed in the Shoretel Call Recording Administrator and how to access the recorded calls. 1. Navigation Navigate to Brightmetrics.com and log in to the customer s account using your credentials. Using the Sidebar Menu, click on Data Sources. If you need help doing so, please reference this page. Within Data Sources, go to the Configured Data Sources Section beneath the Add Data Source Section. Click on the ShoreTel link within the Configured Data Sources 17
2. Setup Recordings Data Connection a. A dialog box will appear to edit the data configuration. First, select Yes in the Enable ShoreTel Call Recording Integration. b. Click on this link. It will download the Brightmetrics/ ShoreTel Call Recording Integration file. Steps to install the Brightmetrics Call Recording Support.msi file: Download the file as stated above Move the downloaded file to each recorded server Run the installer on each recording server For installations with multiple recording services, please note that the recording integration must be installed on each recording server. c. Enter the address of your recording server. If you have multiple recording servers, enter them all separated by a space. d. Here, you have the option of selecting either System-wide or Per-user: System-wide - if you select the this option (as pictured below), everyone will use the credentials you specify here. Enter the Call Recording Username and Password. The user ID and password set here is the same ID and password a user utilizes for ShoreTel Director or ShoreTel Communicator access. Please note that if you are setting up System-wide credentials, everyone who listens to call recordings will be listening under that specific account. Per-user - If you select this option, everyone will use their own individual Call Recording Username and Password to access recordings in Brightmetrics. This gives your customer the ability to limit recording visibility to different user. To setup this integration on a per-users basis, select Per-User here. e. Choose agent or Install a new agent. Feel free to use the same agent that you are using for Core UC ECC Module. f. Click save at the bottom of the page to save all credentials for this connection instance. If you selected Per-User for step 4, follow the instructions on the next page to setup user Call Recording Credentials. a b d c e f 18
3. Setup Per-user Recording Credentials If you set up as a per User configuration, each user will need to navigate to their My Account option on the Side Bar menu and set up their individual credentials. The Shoretel GUI Login and Shoretel GUI Password are the same Id/Password credentials that the user set up for their Shoretel Communicator access. If the user credentials are not set up at this time, the user will be prompted for their credentials the first time they try to listen to a call recording. You are now ready to access the call recordings from within the Brightmetrics service. To access the Shoretel Call Recording audios from within Brighmetrics, start by navigating to the detail report to find the call you would like to review. Please note there are many ways to generate the detail report. The process to access the Cradle to Grave report that contains the access to the recorded call will be the same regardless of how the detail report is generated. From the detail report, click on the call you want view. 19
4. Access Recordings - Core Module In this Cradle to Grave report, you can listen to and download the call recordings for that call. a. To listen to the call recordings, simply click on the play arrow and the recording will begin. Please note that a call may have multiple recordings. In this case, you will see all call recordings, stacked, at the bottom of this report. b. To download the recorded call, click on the download icon on the bottom of the report. Again, if there are multiple recordings for the call, each recording will have its own download icon. a b 20
5. Accessing Recordings - ECC Module Call Recordings are only accessible via the Shoretel Core Cradle to Grave reports. To listen to a call from an ECC Cradle to Grave report, click the Click to show next detail link at the bottom of the report. This will open the corresponding Shoretel Core Cradle to Grave report that will show the recorded call. If a user can see the call reporting party on a CTG report but cannot access the actual recording, most likely their credentials do not grant them access to listen to recorded calls. To access the recorded calls from the Shoretel Call Recording Application within the Brightmetrics service, it must be configured within the ShoreTel Call Recording Administrator. The following explains the simple configure steps. 21
Appendix A: Setting up CCIR in ECC 1. Local Host In ShoreTel Contact Center, from within System Parameters, drill down into External Interfaces and select CCIR. 2. Primary CCIR Address Populated If the Primary CCIR Address field is populated, then CCIR is already configured. The address displayed here is what needs to be entered in the Brightmetrics ECC data source setup dialog. 22
3. Local Host If it is localhost, 127.0.0.1, or the ECC server s own IP address on the network, then CCIR s C2G database is installed locally and the ECC server s IP address should be entered in both fields of the Brightmetrics ECC data source setup dialog. If you have upgraded from ECC version 7 (using port 4306), you may need to select port 6306 as the updated Brightmetrics C2G Port. If the address fields are blank, as shown in the accompanying screenshot, then proceed to the next step. 4. Primary CCIR Address If the Primary CCIR Address field is blank, then CCIR needs to be installed. CCIR can be installed locally on the ECC server or on a separate server. ShoreTel recommends installing CCIR on a separate server especially if any of the following are true: Keeping CCIR data for more than 30 days (Brightmetrics recommends keeping the data for at least 90 days. We do create our own data set from processing the CCIR data, however, if there is ever an issue and we need to go back and reimport, 3 months usually gives us the data we need). ECC handles more than 500 calls per hour. You use or want to use redundancy for ECC and CCIR. 23
Now that the server has been identified on which CCIR will be installed, locate the installation media for Shoretel s Enterprise Contact Center. This may be either an installation CD or a download package from ShoreTel s support site. On the identified CCIR server, run setup.exe located in the ShoreTel CCIR folder. You will be prompted to enter the ECC server s address, Once the server address is entered, the installer will verify that it can contact the ECC server. 5. After Installing CCIR After CCIR is installed, return to the CCIR section of Contact Center Director and enter the CCIR server s IP address in the Primary CCIR Address field. 6. Station List (Schema) The CCIR server should be visible in the Station List (Schema) area. If it is not as shown in the accompanying screenshot, click Refresh Station List. If it still does not appear, restart the CCIR server, or at minimum the CCIR services on the CCIR server, and verify that the server appears in this section. Until it shows here, CCIR will not work. 24
7. Customer Name and Customer Number In the Mandatory Fields for Reporting section, move the Customer Name and Customer Number fields from Available to Selected. Then click the Save button at the top of the page to save changes. 8. No Other Mandatory Fields Necessary No other Mandatory Fields, Call Profiles, or Skills fields are supported by Brightmetrics at this time. 25
Appendix B: Adding an Event Feed in Contact Center Director a. In Contact Center Director, navigate to System Parameters -- External Interfaces -- Event Feeds. b. Click New to add a new event feed profile. c. Enter the event feed profile information. The username and password can be anything you set. The example here uses brightmetrics for the username but there is no requirement for the username. You will enter the matching username and password in the Brightmetrics settings later on. The Real-Time Events connection type must be selected. DO NOT CHOOSE Real-Time Adherence. Any description can be entered. It is only to describe to anyone viewing this page what the entry is for. d. Click Create to add the event feed profile. b d c a 26
Appendix C: Configuring ShoreTel Call Recording Administrator 1. Call Recording Settings Within the Shoretel Call Recording Application, navigate to the Recorder s Administration screen. At the bottom of the screen, click on the Settings... button. 2. Recording Profiles From here, click on the Recording Profile tab. Next, select the Brightmetrics profile then, click the Edit button at the bottom of the tab. 27
3. File Settings Within the Edit Recording Profile, go to the lower right side of the dialog box to Storage Settings. Click on the File Settings button. 4. File Templates Within the File Storage Settings, navigate to the File Template section. As a default, Call GUID will be added here already. GUID is the only field in the recording naming convention that is mandatory for Brightmetrics/ Shoretel Call Recording integration. The call GUID allows the Brightmetrics service to identify the calls recorded by the Shoretel Call Recording Application. While it not neccessary to have other fields in the recording filename, it is mandatory to have the GUID if you want have access to the recording on the Brightmetrics Cradle to Grave reports. 28