Cie 10 System Administrator en

User Manual Customer Interaction Express 1.
0 System Administrator
Edition: 1.1 03/08/2007 COMPAS ID: 116791
Copyright Comergo GmbH 2007 All Rights Reserved Copying or passing on information from this document or extracts in any form or in any way, be it graphically, electronically or mechanically, by photocopying, recording on disk or tape or saving to a data query system is not permitted unless written permission has first been obtained from Comergo. All technical data, information and properties of the product described in this document have been compiled to the best of our knowledge at the time of going to print. Subject to modification and improvements to the product in the course of technical developments. COMPAS This document is also available in the COMPAS database. The COMPAS ID for this document is 116791.
Customer Interaction Express
Contents
About this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Questions about this manual . . . . . . . . . . Who is part of the target group? . . . . . . What kind of information is provided here? . What kind of information is not provided? . How is this manual organized? . . . . . . . Which styles are used? . . . . . . . . . . . Which edition are you reading? . . . . . . . What has changed since the last edition? . Where can you find additional information? Where can you get additional support? . . . How do you get a printed copy?. . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . Printing the manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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17 17 17 17 17 17 18 18 19 20 21 21 21
Installing the server components. . . . . . . . . . . . . . . . . . . . . . . . . . .

Important information . . . . . . . . . . . . . . . . . . . . . . . . . . . . Safety instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . Procedure: Step-by-step . . . . . . . . . . . . . . . . . . . . . . . . Windows Server 2003 R2 operating system . . . . . . . . . . . . . . If you want to update a previous release . . . . . . . . . . . . . . . . Do not replace files manually . . . . . . . . . . . . . . . . . . . . . . Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Security certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . Release designations . . . . . . . . . . . . . . . . . . . . . . . . . . CIE database access rights and security . . . . . . . . . . . . . . . . . . Access for installation and updates . . . . . . . . . . . . . . . . . . . Security provided by the Reporting and Realtime Information servers . Access in the CIE UI . . . . . . . . . . . . . . . . . . . . . . . . . . More information on Sybase security . . . . . . . . . . . . . . . . . . CIE requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PC for the CIE server connected to the I55 . . . . . . . . . . . . . . . I55 PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PC for CIE server connected to ACM . . . . . . . . . . . . . . . . . . ACM PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Software for the CIE server PC . . . . . . . . . . . . . . . . . . . . . Optional software . . . . . . . . . . . . . . . . . . . . . . . . . . . . Proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the operating system . . . . . . . . . . . . . . . . . . . . . . . License per user . . . . . . . . . . . . . . . . . . . . . . . . . . . . BIOS: Power Management must be disabled. . . . . . . . . . . . . . Very important when installing WindowsServer 2003 . . . . . . . . . Operating system settings. . . . . . . . . . . . . . . . . . . . . . . . . . Deactivate Error Reporting . . . . . . . . . . . . . . . . . . . . . . . Page file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Power Options Properties settings . . . . . . . . . . . . . . . . . . . Guided installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Information and functions in the guided installation. . . . . . . . . . .
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23 23 23 24 24 24 24 24 25 26 26 26 26 26 27 27 27 28 28 29 29 29 30 30 30 30 31 31 31 31 31 32 33 33 35
Edition: 1.1 03/08/2007
Contents Using the guided installation . . . . . . . . . Entering default settings centrally. . . . . . . Installing components . . . . . . . . . . . . . . . Checking the operating system prerequisites. InstallShield scripting engine . . . . . . . . . Java Development Kit (JDK) . . . . . . . . . Jakarta Tomcat . . . . . . . . . . . . . . . . WebLM . . . . . . . . . . . . . . . . . . . . Base components. . . . . . . . . . . . . . . Naming service . . . . . . . . . . . . . . . . License client . . . . . . . . . . . . . . . . . TTrace . . . . . . . . . . . . . . . . . . . . UISessionManager . . . . . . . . . . . . . . Sybase . . . . . . . . . . . . . . . . . . . . Database . . . . . . . . . . . . . . . . . . . Task reporting database . . . . . . . . . . . Chap . . . . . . . . . . . . . . . . . . . . . ACM PBX driver . . . . . . . . . . . . . . . ACM task server . . . . . . . . . . . . . . . ComMan . . . . . . . . . . . . . . . . . . . I55 task server . . . . . . . . . . . . . . . . Contact Center Core . . . . . . . . . . . . . Contact Center Additional. . . . . . . . . . . Contact Center Realtime Information . . . . . Contact Center Reporting . . . . . . . . . . . Voice Control . . . . . . . . . . . . . . . . . UMR . . . . . . . . . . . . . . . . . . . . . Address book server . . . . . . . . . . . . . Report Generator . . . . . . . . . . . . . . . Report Viewer. . . . . . . . . . . . . . . . . Update server . . . . . . . . . . . . . . . . . Watchdog . . . . . . . . . . . . . . . . . . . Preconfiguration for the Watchdog . . . . . . . . Where are the prepared files? . . . . . . . . Configuring using Watchdog Config . . . . . Working with distributed systems . . . . . . . Licensing . . . . . . . . . . . . . . . . . . . . . Versions. . . . . . . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . . . . Starting WebLM for the first time . . . . . . . Installing licenses in WebLM . . . . . . . . . More information on WebLM . . . . . . . . . Update server . . . . . . . . . . . . . . . . . . . Application . . . . . . . . . . . . . . . . . . Architecture . . . . . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . Restrictions . . . . . . . . . . . . . . . . . . Client configuration . . . . . . . . . . . . . . Server configuration . . . . . . . . . . . . . Log files . . . . . . . . . . . . . . . . . . . . Starting a CIE system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 37 38 38 38 39 40 41 42 43 44 45 46 47 49 51 52 52 52 52 52 53 54 55 56 57 57 57 58 59 60 61 62 62 62 63 64 65 65 65 66 66 67 67 67 68 68 69 70 71 72
6 User Manual CIE 1.0 System Administration
Contents Prerequisite . . . . . . . . . . . . . . . . . . Logging in . . . . . . . . . . . . . . . . . . . Starting the dialog. . . . . . . . . . . . . . . Client on CIE server . . . . . . . . . . . . . Processes that run on a CIE server . . . . . . . . Default processes. . . . . . . . . . . . . . . Processes: I55 PBX. . . . . . . . . . . . . . Processes: ACM PBX. . . . . . . . . . . . . Processes: UMR (email system) . . . . . . . Watchdog samples . . . . . . . . . . . . . . Logging CSTA messages (I55 only) . . . . . . . Starting the dialog. . . . . . . . . . . . . . . File . . . . . . . . . . . . . . . . . . . . . . Time interval . . . . . . . . . . . . . . . . . PC. . . . . . . . . . . . . . . . . . . . . . . Port . . . . . . . . . . . . . . . . . . . . . . Folders . . . . . . . . . . . . . . . . . . . . Upgrading an installed version BCC V4.x . . . . . If you are using version BCC V2 or BCC V3.x Check agent admin . . . . . . . . . . . . . . Quick-start guide . . . . . . . . . . . . . . . Step 1: Backing up the database . . . . . . . Step 2: Removing the BCC software . . . . . Step 3: Install the base components. . . . . . Step 4: Updating Sybase . . . . . . . . . . . Step 5: Switching to Unicode . . . . . . . . . Step 6: Upgrading the database . . . . . . . Step 7: Installing the components normally . . Upgrading UMR 1.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 72 72 72 73 73 74 74 75 75 76 76 76 76 76 77 77 78 78 78 78 79 79 79 80 81 82 83 83
Installing the client components . . . . . . . . . . . . . . . . . . . . . . . . . . .

Important information . . . . . . . . . . . . . . . . . . Operating system . . . . . . . . . . . . . . . . . . Do not replace files manually . . . . . . . . . . . . Which client components are provided? . . . . . . Client on CIE server . . . . . . . . . . . . . . . . Quick-start guide . . . . . . . . . . . . . . . . . . . . Step 1: Preparations . . . . . . . . . . . . . . . . Step 2: Installation . . . . . . . . . . . . . . . . . Requirements for client packages. . . . . . . . . . . . PC. . . . . . . . . . . . . . . . . . . . . . . . . . Software . . . . . . . . . . . . . . . . . . . . . . Administrator rights . . . . . . . . . . . . . . . . . Proxy server . . . . . . . . . . . . . . . . . . . . Before installing . . . . . . . . . . . . . . . . . . . . . Checking the workstation . . . . . . . . . . . . . . What information do you need for the installation? . Installing the client components . . . . . . . . . . . . . Step 1: Launch the bootstrapper. . . . . . . . . . . Step 2: Install the base components. . . . . . . . . Step 3: Install the license client. . . . . . . . . . .
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85 85 85 85 85 86 86 86 87 87 87 87 88 89 89 89 90 90 90 91
Edition: 1.1 03/08/2007
Contents Step 4: Install the CIE user interface. . . Step 5: Install the update client. . . . . Step 6: Install the languages. . . . . . . Step 7: Close the bootstrapper. . . . . . Silent installation without update client . . . Windows Installer . . . . . . . . . . . . Contact Center User Interface . . . . . Contact Center User Interface Locales . Update Client . . . . . . . . . . . . . . License Client.msi . . . . . . . . . . . Updating and uninstalling . . . . . . . . . . Refreshing views . . . . . . . . . . . . Changing the settings. . . . . . . . . . Uninstalling components . . . . . . . . Installing applications separately . . . . . . Localization [locales] . . . . . . . . . . License client . . . . . . . . . . . . . . Update client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 93 94 94 95 95 96 97 97 98 99 99 99 99 100 100 101 102
Connecting to ACM (Avaya Communication Manager) . . . . . . . . . . . . . . .

Introduction on connecting to ACM . . . . . . . . . . . . . . . . . . . . Illustration of components. . . . . . . . . . . . . . . . . . . . . . . Components for connecting to the Avaya Communication Manager . ACM PBX driver . . . . . . . . . . . . . . . . . . . . . . . . . . . PBX task server. . . . . . . . . . . . . . . . . . . . . . . . . . . . Voice Extension Adapter (VEA). . . . . . . . . . . . . . . . . . . . Common Hardware Abstraction Platform (CHAP) . . . . . . . . . . CHAP Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . References to Avaya documentation . . . . . . . . . . . . . . . . . ACM features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Required licenses for AES . . . . . . . . . . . . . . . . . . . . . . Features that are not supported by the CIE-ACM connection . . . . Features that you must not activate on the telephone . . . . . . . . Note for the ACM PBX call flow . . . . . . . . . . . . . . . . . . . . Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Preparations . . . . . . . . . . . . . . . . . . . . . . . . . Step 2: Setting up the IP tie line . . . . . . . . . . . . . . . . . . . Optional: OUTCC setup. . . . . . . . . . . . . . . . . . . . . . . . Step 3: Installing PBX driver, CHAP and PBX task server . . . . . . Step 4: Configuration in the UI . . . . . . . . . . . . . . . . . . . . Preparations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Your knowledge. . . . . . . . . . . . . . . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Which telephones are configured? . . . . . . . . . . . . . . . . . . Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up the IP tie line . . . . . . . . . . . . . . . . . . . . . . . . . . IP tie lines for IP topics, queues and Voice Control (VC) . . . . . . . Prerequisites for examples . . . . . . . . . . . . . . . . . . . . . . Setting up the PC names (node names) . . . . . . . . . . . . . . . Setting up one or more signaling groups . . . . . . . . . . . . . . .
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103 103 104 104 104 105 106 106 106 107 107 107 108 108 108 109 109 109 110 110 111 112 112 112 112 113 114 114 115 116 117
Contents Codec set . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up a trunk group with signal group assignment . . . . Changing the dial plan . . . . . . . . . . . . . . . . . . . . Changing the settings for AAR (automatic alternate routing) . Setting up a route . . . . . . . . . . . . . . . . . . . . . . . Checking the signaling group and trunk group . . . . . . . . OUTCC setup (optional). . . . . . . . . . . . . . . . . . . . . . Dial plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up external OUTCC . . . . . . . . . . . . . . . . . . Setting up internal OUTCC . . . . . . . . . . . . . . . . . . Calling number manipulation . . . . . . . . . . . . . . . . . Installing the PBX driver, CHAP and PBX task server . . . . . . Installing the PBX driver . . . . . . . . . . . . . . . . . . . Installing the CHAP component. . . . . . . . . . . . . . . . Installing the PBX task server. . . . . . . . . . . . . . . . . Installing Wireshark Network Protocol Analyzer (optional) . . Shutting down and restarting the PC . . . . . . . . . . . . . Starting processes . . . . . . . . . . . . . . . . . . . . . . Configuring numbers in the ACM and CIE for open networks . . What is an open network in the CIE system? . . . . . . . . . Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration in the UI . . . . . . . . . . . . . . . . . . . . . . Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the PBX link . . . . . . . . . . . . . . . . . . . Configuring topic access codes . . . . . . . . . . . . . . . . Configuring queue devices . . . . . . . . . . . . . . . . . . Supported queue formats . . . . . . . . . . . . . . . . . . . Setting up an announcement . . . . . . . . . . . . . . . . . Setting up announcement scripts . . . . . . . . . . . . . . . Configuring the CHAP (setting up topics and queue devices) Configuring telephones . . . . . . . . . . . . . . . . . . . . Checking the function . . . . . . . . . . . . . . . . . . . . . Ring tone setup for CHAP . . . . . . . . . . . . . . . . . . Connecting Voice Control to an ACM . . . . . . . . . . . . . . . Load sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . Installed components on a separate server. . . . . . . . . . Configuration . . . . . . . . . . . . . . . . . . . . . . . . . Quick-start guide . . . . . . . . . . . . . . . . Connecting an I55 PBX with L02 . . . . . . Connecting an I55 PBX using an ISDN card Optional: DSPF controller . . . . . . . . . . Installing the I55 task server . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . . . Connecting to L02 . . . . . . . . . . . . . . . . Prerequisite . . . . . . . . . . . . . . . . . Configuring the PBX in the user interface . Access is not working . . . . . . . . . . . . CTI connection is interrupted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 120 127 128 129 130 132 132 133 133 134 136 136 138 139 140 140 141 142 142 143 144 144 144 145 145 146 146 146 147 149 149 150 152 153 153 153
Connecting to I55 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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155 155 156 156 157 157 157 158 158 158 159 159
Edition: 1.1 03/08/2007
Contents Installing the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Which ISDN cards can you use? . . . . . . . . . . . . . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Updating the drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checking the ISDN card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checking the CAPI driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Where to get further information? . . . . . . . . . . . . . . . . . . . . . . . . . . Connecting the PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Module in the PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ISDN connection configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . PBX configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Measures to prevent the PBX from connecting to the data network and vice versa Module Manager (Communication Manager) . . . . . . . . . . . . . . . . . . . . . . Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PBX with L02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preparations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preconfiguration for Module Manager (Communication Manager) . . . . . . . . . . . Check the type of start and set reactions upon service failure . . . . . . . . . . . Changing the configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checking the connection with the PBX . . . . . . . . . . . . . . . . . . . . . . . Creating a log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the PBX in the user interface . . . . . . . . . . . . . . . . . . . . . . . . Country Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DSPF controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connecting the VT box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Voice Control with a connection to an ACM . . . . . . . Illustration: Voice Control in the CIE system . . . . . . . . Mode of operation. . . . . . . . . . . . . . . . . . . . . . Processes when starting a CIE system with Voice Control . Connecting to the PBX . . . . . . . . . . . . . . . . . . . Special aspects . . . . . . . . . . . . . . . . . . . . . . . Using Voice Control with a connection to an I55 . . . . . . . . Illustration: Voice Control in the CIE system . . . . . . . . Mode of operation. . . . . . . . . . . . . . . . . . . . . . Processes when starting a CIE system with Voice Control . Connecting to the PBX . . . . . . . . . . . . . . . . . . . Special aspects . . . . . . . . . . . . . . . . . . . . . . . Quick-start guide . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Preparations . . . . . . . . . . . . . . . . . . . . Step 2: Installation . . . . . . . . . . . . . . . . . . . . . Step 3: Configuration and startup . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 160 160 161 161 161 162 162 163 163 163 164 164 165 165 165 165 165 168 168 169 169 170 171 171 171 172 172 172 173
Starting Voice Control for the first time . . . . . . . . . . . . . . . . . . . . . . .
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175 175 176 176 177 177 178 178 179 179 180 180 181 181 181 183 184 184 184
Contents Mail server and mailboxes . . . . . . . . . . . . . . . . . . . . . . Supported WAV formats . . . . . . . . . . . . . . . . . . . . . . . Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . License server . . . . . . . . . . . . . . . . . . . . . . . . . . . . License Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing new licenses during operation . . . . . . . . . . . . . . . Installation files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Folder for Voice Control. . . . . . . . . . . . . . . . . . . . . . . . ARS and TTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing S0 ISDN cards (I55). . . . . . . . . . . . . . . . . . . . . . . Physically installing the ISDN cards . . . . . . . . . . . . . . . . . Installing the ISDN cards . . . . . . . . . . . . . . . . . . . . . . . Checking the CAPI driver . . . . . . . . . . . . . . . . . . . . . . . Where to get further information? . . . . . . . . . . . . . . . . . . . Which is ISDN card 1 and which is ISDN card 2? . . . . . . . . . . Which is controller 1 on the ISDN card and how do I need to wire it? Uninstalling the ISDN card . . . . . . . . . . . . . . . . . . . . . . Configuration PBX I55 for S0 . . . . . . . . . . . . . . . . . . . . . . . Configuring the ICU data for the digital S0-user . . . . . . . . . . . Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing S2M ISDN cards (I55). . . . . . . . . . . . . . . . . . . . . . Physically installing the S2M card . . . . . . . . . . . . . . . . . . Installing the S2M card . . . . . . . . . . . . . . . . . . . . . . . . Configuring the Diva Server . . . . . . . . . . . . . . . . . . . . . Detecting the driver version installed . . . . . . . . . . . . . . . . . Updating the driver . . . . . . . . . . . . . . . . . . . . . . . . . . RJ45 pin allocation for the ISDN card connection . . . . . . . . . . Wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling the S2M card. . . . . . . . . . . . . . . . . . . . . . . Configuration PBX I55 for DTS2 . . . . . . . . . . . . . . . . . . . . . Configuring the ICU data for the digital S0-user . . . . . . . . . . . Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . . Updating Tiva 2.x . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing ASR and TTS . . . . . . . . . . . . . . . . . . . . . . . . . . Special aspects . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing ASR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing OSR 3.0. . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the languages. . . . . . . . . . . . . . . . . . . . . . . . Note for licence server OSR 3 . . . . . . . . . . . . . . . . . . . . Installing existing speech recognition software (ASR) . . . . . . . . Installing TTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Nuance RealSpeak 4.0 . . . . . . . . . . . . . . . . . . . Installing the languages. . . . . . . . . . . . . . . . . . . . . . . . Installing existing text-to-speech software (TTS) . . . . . . . . . . . Configuring languages in Voice Control . . . . . . . . . . . . . . . Changing the port configuration . . . . . . . . . . . . . . . . . . . . . . Connecting to an ACM . . . . . . . . . . . . . . . . . . . . . . . . Connecting to an I55 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 185 186 186 186 186 187 188 188 188 189 189 189 189 190 190 191 191 192 192 192 193 193 193 193 194 194 194 195 195 196 196 196 198 198 198 199 199 199 200 200 200 201 202 202 203 203 204 205 205 205
Edition: 1.1 03/08/2007
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Contents Configuring Voice Control when connecting to an ACM Prerequisites . . . . . . . . . . . . . . . . . . . . Configuring the VU . . . . . . . . . . . . . . . . . Assigning numbers in CHAP . . . . . . . . . . . . Assigning Voice Control to a task server . . . . . . Configuring Voice Control when connecting to an I55 . Configuring the VU . . . . . . . . . . . . . . . . . Notes . . . . . . . . . . . . . . . . . . . . . . . . . . Note when configuring topics . . . . . . . . . . . . Creating IVR scripts. . . . . . . . . . . . . . . . . Entering the default script for errors . . . . . . . . Creating the task flow set . . . . . . . . . . . . . . Starting Voice Control manually . . . . . . . . . . Voice Control in the PBX network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209 209 209 211 212 213 213 214 214 214 214 214 215 215
Voice Control service and maintenance . . . . . . . . . . . . . . . . . . . . . . .
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Help with problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Condition in the Logic element is not processed correctly . . . . . . . . . . . . . . . . 217 IVR script is not loaded by Voice Control . . . . . . . . . . . . . . . . . . . . . . . . . 217 Voice Control does not receive any calls (only applicable if connected to an I55) . . . . 218 Overload prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Windows registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Settings useful reporter categories for TTrace . . . . . . . . . . . . . . . . . . . . . . 220 Changing the host names of the CORBA naming service, TTrace server or CTI server settings221 Uninstalling Voice Control with the SpeechPearl engine . . . . . . . . . . . . . . . . . 221 TTrace commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222 VC_ShowSystemInfo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222 VC_ShowControllerStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222 VC_ShowConnectionStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 VC_ShowScriptStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 VC_ShowIVRStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224 VC_ShowCallReporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224 VC_AbortScript . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224 VC_ShowBCCStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 VC_ShowLicenseStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 VC_ShowTSEInfo. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 VC_ShowTSErouteVoiceMessages . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Installing the UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Quick-start guide . . . . . . . . . . . . . . . . . . Step 1: Preparations . . . . . . . . . . . . . . Step 2: Installation . . . . . . . . . . . . . . . Step 3: Startup . . . . . . . . . . . . . . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . Hardware . . . . . . . . . . . . . . . . . . . . Software . . . . . . . . . . . . . . . . . . . . Proxy server . . . . . . . . . . . . . . . . . . Preparations. . . . . . . . . . . . . . . . . . . . . Switching off the NT kernel mode printer driver Switching off Display Shutdown Event Tracker . Installing UMR components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Contents Use the host name . . . . . . . . . . . . . . . . . . . Installing the CIE system . . . . . . . . . . . . . . . . Java Development Kit (JDK) . . . . . . . . . . . . . . Step 1: Installing UMR (select components) . . . . . . Step 2: Installing UMR (settings) . . . . . . . . . . . . Step 3: Installing UMR (updating the database) . . . . Step 4: UMR Core Locales . . . . . . . . . . . . . . . Step 5: Installing UMR Archiving (RoD) . . . . . . . . Step 6: Installing the address book server . . . . . . . Startup. . . . . . . . . . . . . . . . . . . . . . . . . . . . Defining the start sequence of processes in Watchdog Default processes. . . . . . . . . . . . . . . . . . . . Processes: UMR (email system) . . . . . . . . . . . . Uninstalling components . . . . . . . . . . . . . . . . . . Components . . . . . . . . . . . . . . . . . . . . . . C3k database is not deleted . . . . . . . . . . . . . . Connecting a CIE system to mail systems . . . . . . Illustration: CIE system with UMR . . . . . . . . List of UMR components . . . . . . . . . . . . . Changes that are blocked in the CIE system . . . Example: Setting up and testing UMR . . . . . . . . Settings for the example . . . . . . . . . . . . . Quick-start guide . . . . . . . . . . . . . . . . . Step 1: email settings . . . . . . . . . . . . . . . Step 2a: Setting up a topic - SMTP variant . . . . Step 2b: Setting up a topic - POP3 variant . . . . Step 2c: Setting up a topic - IMAP4 variant . . . . Step 3: Setting up an agent group . . . . . . . . Step 4: Setting up an agent . . . . . . . . . . . . Step 5: Creating a task flow set . . . . . . . . . . Step 6: Publishing the UMR domain . . . . . . . Step 7: Using POP3 or IMAP4 . . . . . . . . . . Step 8: Sending a sample email . . . . . . . . . Step 9: Using UMR WebClient as an agent . . . Configurations in the UMR Administrator . . . . . . . Tabs in the UMR Administrator for UMR . . . . . User tab . . . . . . . . . . . . . . . . . . . . . . What settings can be configured only in C3000? . Themes/domains tab (Topics) . . . . . . . . . . Themes/domains tab (Topics) . . . . . . . . . . Security tab . . . . . . . . . . . . . . . . . . . . SMS gateway . . . . . . . . . . . . . . . . . . . . . License . . . . . . . . . . . . . . . . . . . . . . Terminals . . . . . . . . . . . . . . . . . . . . . Configuration and operation . . . . . . . . . . . C3000 fax gateway . . . . . . . . . . . . . . . . . . FAX3 . . . . . . . . . . . . . . . . . . . . . . . Storing received messages temporarily . . . . . Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234 234 235 236 237 240 241 242 245 246 246 246 247 248 248 248
Setting up UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Contents Advanced configuration in the UMR Administrator . . . . . . . . . . . . . . . . . . . . 272 General tab General settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272 General tab Controlscript settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 273 Call options tab General Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273 Call options tab Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275 Port Manager Net ports tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277 Port Manager Port assignments tab . . . . . . . . . . . . . . . . . . . . . . . . . . 278 Port Manager Configurations tab . . . . . . . . . . . . . . . . . . . . . . . . . . . 279 Portmanager Configuration Netport tab . . . . . . . . . . . . . . . . . . . . . . 279 Port Manager Configuration Fax tab . . . . . . . . . . . . . . . . . . . . . . . . 280 Port Manager Configuration Extension tab . . . . . . . . . . . . . . . . . . . . . 281 Warnings Warningsystem tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283 System messages (realtime manager information) . . . . . . . . . . . . . . . . . . . . 285 Extended tab Fax Footer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285 Settings in the Windows registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288 How do I include cover sheets for the fax transmission? . . . . . . . . . . . . . . . . . 289 Placeholders variable for cover sheets . . . . . . . . . . . . . . . . . . . . . . . . . . 290 Connection to Microsoft Exchange . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292 What do I have to configure in DNS/ADS and in UMR Administrator? . . . . . . . . . . 292 Set up domain/subdomain and mail server . . . . . . . . . . . . . . . . . . . . . . . . 292 Seting up a contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293 Setting up a distribution group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293 Include the contact as a member in the distribution group . . . . . . . . . . . . . . . . 294 UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 294 Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 295 Connection to GroupWise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296 What do I have to configure in DNS, GroupWise and in UMR Administrator? . . . . . . 296 Configuring DNS and GroupWise Internet agent . . . . . . . . . . . . . . . . . . . . . 296 Setting up a distribution list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296 Setting up an external mailbox / domain with an external user . . . . . . . . . . . . . . 297 Establishing the connection between the customer domain and the non-GroupWise-domain297 UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 297 Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 298 Connecting to Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299 Was do I need to configure in Lotus Notes? . . . . . . . . . . . . . . . . . . . . . . . 299 Set up global domain in the Domino Directory . . . . . . . . . . . . . . . . . . . . . . 299 You have now set up a foreign SMTP domain . . . . . . . . . . . . . . . . . . . . . . 300 Enabling SMTP on Domino server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301 Setting up a new group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301 UMR Administrator configuration: Enter subdomain . . . . . . . . . . . . . . . . . . . 302 Setting up a relay host for outgoing e-mails . . . . . . . . . . . . . . . . . . . . . . . 302 Address book connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303 Address Book Administration module. . . . . . . . . . . . . . . . . . . . . . . . . . . 303 Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304 Possible rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304 Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304 Reply address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 Email reply address for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 Email reply address for topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 Querying the filling level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Contents Settings in UMR Administrator Recommendation for TTrace . Tips and tricks . . . . . . . . . . . Load protection . . . . . . . . Configuring text blocks . . . . Setting privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306 306 307 307 307 308
Database maintenance and repair . . . . . . . . . . . . . . . . . . . . . . . . . .

Backing up the database . . . . . . . . . . . . . . . . What is a backup server? . . . . . . . . . . . . . . Guidelines for backing up the master database . . Guidelines for backing up the CIE database . . . . Online help for Sybase . . . . . . . . . . . . . . . Backing up the database . . . . . . . . . . . . . . . . Prerequisite . . . . . . . . . . . . . . . . . . . . . Backing up a database . . . . . . . . . . . . . . . Restoring the database . . . . . . . . . . . . . . . . . Prerequisite . . . . . . . . . . . . . . . . . . . . . Restore . . . . . . . . . . . . . . . . . . . . . . . Increasing the size of a database . . . . . . . . . . . . When must you increase the size of the database? Increasing size . . . . . . . . . . . . . . . . . . . System diagnostics with stored procedures. . . . . . . Used and free database memory capacity . . . . . Current connections to the database server . . . . Advanced database configuration. . . . . . . . . . . . Working memory (max memory) used . . . . . . . Improving database access time . . . . . . . . . . Multi-processor mode . . . . . . . . . . . . . . . . OmniNames does not start . . . . . . . . . . Possible reasons . . . . . . . . . . . . . Error elimination . . . . . . . . . . . . . The reporting viewer or WebLM is not working Possible reasons . . . . . . . . . . . . . Troubleshooting. . . . . . . . . . . . . . Tomcat applications are not running . . . . . Message cannot be sent via SMTP Connector Possible reasons . . . . . . . . . . . . . Troubleshooting. . . . . . . . . . . . . . Setting in Sybase Central: Connection profile. Advantage . . . . . . . . . . . . . . . . Creating a connection profile . . . . . . . Outputting the installed software versions . . WhatIsInstalled tool . . . . . . . . . . . . Outputting to a file . . . . . . . . . . . . Remote maintenance with PC Anywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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309 309 309 309 309 310 310 310 311 311 311 312 312 312 313 313 314 315 315 316 317
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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319 319 319 320 320 320 321 321 321 321
Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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323 323 323 324 324 324 324
Ports used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
TCP ports used by CIE system processes . . . . . . . . . . . . . . . . . . . . . . . . . .
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Contents Well known ports from 0 to 1023 . . . . . . . . . . . Registered ports from 1024 to 49151 . . . . . . . . . Dynamic or private ports from 49152 to 65535 . . . . Ports used by services of a CIE server operating system. TCP ports . . . . . . . . . . . . . . . . . . . . . . . UDP ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325 325 327 329 329 330
Glossary Index
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About this manual
About this manual

Questions about this manual
Before you start reading you might have questions regarding this document. We will answer some questions to start with.
Who is part of the target group?

This manual is intended for people installing and configuring a CIE system Customer Interaction Express). It makes no difference whether you are using this document in printed or online form. Use this manual, as you see fit, for reference purposes or to learn how to install and configure a CIE system.
What kind of information is provided here?

This manual contains information about installing and configuring a CIE system.
What kind of information is not provided?

This manual does not contain information about operating the applications of the CIE system.
How is this manual organized?

This document leads you through the installation and configuration of a CIE system step by step. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic.
Which styles are used?

The documentation uses the following styles. Commands, menus, buttons and field names are provided in bold. English terms are enclosed in curly bracket "[ ]". German terms are enclosed in curly bracket "{ }".
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Which edition are you reading?

The following table lists information about this edition. Compiled on: Based on: March 5, 2007 CIE system version 1.0.1 installation User interface installation Editor Available as: Andreas Marquardt Acrobat Reader file
What has changed since the last edition?

The following table shows the history of this document. Version CIE 1.0 CIE 1.0 Date 11/29/2006 12/07/2006 Changes Final version Added to topic: Features not supported by the CIE ACM connection Note for the ACM PBX call flow CIE 1.0 02/12/2007 Connection to Microsoft Exchange, GroupWise, Lotus Notes Tomcat
About this manual
Where can you find additional information?

This manual describes necessary knowledge and prerequisites. Instructions you need to install and configure a CIE system are also provided. You will find information regarding the operation of CIE system applications in the following operating instructions. You can also use these documents in printed form (Acrobat Reader) or online. User Manual Customer Interaction Express 1.0 Configuration User Manual Customer Interaction Express 1.0 Task Flow Editor User Manual Customer Interaction Express 1.0 User Interface User Manual Customer Interaction Express 1.0 Wallboard User Manual Customer Interaction Express 1.0 Dialer User Manual Customer Interaction Express 1.0 IVR Editor User Manual Customer Interaction Express 1.0 Address Book Administration User Manual Customer Interaction Express 1.0 Text Block Administration User Manual Customer Interaction Express 1.0 UMR Archiving User Manual Customer Interaction Express 1.0 WebClient User Manual TTrace User Installation and Configuration TTrace User Manual Watchdog
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Where can you get additional support?

You can get additional support on the Internet. You can send us an email or use our hotline. Information on the Internet You can find information on the Internet on the following sites. http://www.avaya.com http://www.comergo.com
About this manual
How do you get a printed copy?

You would rather read this manual on paperthan on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual. The manual is printed in A4 format. and consists of about 344 pages.
Prerequisites
The following conditions must be met if you want to print this document. You need the CIE DVD. An Acrobat Reader of at least Version 5 or higher must be installed on your PC. You find the software on the CIE DVD. A graphics-capable printer must be connected to your PC.
Printing the manual

You want to print this document. 1. In the file manager, open the doc folder on the DVD. 2. Double-click cie_10_sysadministrator_en.pdf. The Acrobat Reader application opens and shows the manual. 3. Select Print from the File menu of the Acrobat Reader application. The file is printed.
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Installing the server components

Important information
Please observe the following notes before you start the installation.
Safety instructions
Password Keep the following rules in mind when setting your password. The password must be at least 8 characters long. The password must contain a combination of at least three of the following character types: Lower-case letters, upper-case letters, numbers, special characters Do not use your first name, last name, or any other personal information. For security reasons, you must change your password every 90 days. Passwords are case-sensitive. Operating system Always use the latest security patch from Microsoft. More information For more information, consult the current Avaya guidelines. See also: http://support.avaya.com/security
Procedure: Step-by-step
This manual describes how you install and configure the components of a CIE system step-by-step. You have to do one step before you can do the next. If you do not keep to the order of steps, the CIE system may work incorrectly or not at all. The CIE system has a convenient guided installation to help you.
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Windows Server 2003 R2 operating system

Please note that the following instructions describe the installation for the Microsoft Windows Server 2003 operating system. English is the language of the operating system.
If you want to update a previous release

If a previous release of a CIE system is installed, see the following topics for the correct instructions. Upgrading an installed version BCC V4.x on page 78
Do not replace files manually

To ensure the version is updated, you must not manually replace files (such as EXE files). This causes errors when you update a version. Once you change a version manually, you can no longer update it automatically. To update a version, use the guided installation.
Synchronization
Please ensure that all computers linked to the CIE system are synchronized. You can do so using the Synchronization tool. You should avoid any time differences of more than 60 seconds. Differences of more than 60 seconds can cause reporting errors or can block the CIE system. Please run the synchronization using small intervals.
Security certificate
If you are using the Web applications of the CIE system via HTTPS (SSL encryption), a security warning will be displayed notifying you that the security certificate for the site is deficient. The following message is displayed. This CA Root certificate is not trusted because it is not in the Trusted Root Certification Authorities store. Note: A valid security certificate is not part of the CIE system. If you want to avoid security warnings for SSL, you must obtain a valid security certificate from a certification service provider.
Release designations
Server The version of the server setup is identified as follows: <Major>.<Minor>.<Patch>.<Build> Example: 1.0.45.4300 1 major version number 0 minor version number 45 patch number 4300 build number Major and minor refer to the product version (CIE 1.0). Patch and build number are only significant within development. The patch number is incremented by one each time a complete release is built. At the same time, the hundreds digit of the build number is incremented. If a new setup is required due to a serious error in a component or setup, the last digit in the build number is incremented for the setup. User Interface The version for the UI setup is identified in the same way. The only difference is the patch number, which has three digits. <Major>.<Minor>.<Patch>.<Build> Example: 1.0.501.4300 The hundreds digit of the patch number is incremented when the language files are retranslated. This acknowledges that the new language DLLs are incompatible with the previous language version. As for the server setup, the last two digits of the patch number are incremented for each new complete build. The patch number of the UI setup does not have to correspond to the number range of the server. Connections between the UI and the server are only evident from the build number.
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CIE database access rights and security

An CIE system uses a relational database from the internationally renowned manufacturer Sybase. The access rights and security features of the database are regulated by the implemented user administration of Sybase.
Access for installation and updates

For access to the database used, the CIE system uses a user created by the Sybase administration. For installation and update procedures, the system uses the Sybase administrator for access. Access to the database and its data is only given to this user, using the corresponding passwords.
Security provided by the Reporting and Realtime Information servers

Within the database, the CIE system works with identifiers. These identifiers can only be assigned to readable user names in a database table. CIE reporting data are saved in the CIE database in coded form as basic values. Only the SG server CIE process can evaluate these basic values using programmed algorithms and generate readable reporting data from them.
Access in the CIE UI

Access to reporting generation is controlled using the CIE user interface and its user authorizations. You must have a user ID and a password for that user ID to access the UI. Additional privileges control which reporting types can be filled by which content by the user. Authorizations and privileges are assigned when you configure the CIE system. Further security for the data is offered by the implemented "Four-Eye Principle". This principle allows access to reporting data only when two passwords are entered. This enables works councils and other employee representatives to fulfill their rights.
More information on Sybase security

For more information on Sybase and security, see: http://www.sybase.com/products/informationmanagement/adaptiveserverenterprise/datasecurity
CIE requirements
You need the following components with the respective properties for a CIE system connected to an I55 PBX.
PC for the CIE server connected to the I55

You must have the following minimum hardware requirements for a CIE server on a I55 PBX. The requirements may be higher (number of servers) depending on the number of calls and whether you use Voice Control and UMR. PC Intel Pentium IV 3.0 GHz processor (or comparable) or higher At least 1024 MB of SDRAM (2 GB recommended) At least one free PCI slot Hard disk with sufficient disk space (at least 20 GB available) DVD-ROM drive Multi-functionkeyboard Pointer (mouse) USB port (for VTB) Network card (Ethernet card) VTB (You need the VTB to import texts as wav files to the DSPF.) ISDN S0 card (not applicable if you are using an I55 PBX with L02)
I55 PBX
The I55 PBX must meet the following requirements. I55 PBX Software release E070V08_1_6_4 or higher or System software L021V00_1_1_1.0 or higher
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PC for CIE server connected to ACM

You must have the following minimum hardware requirements for a CIE server connected to an ACM PBX. The requirements may be higher (number of servers) depending on the number of calls and whether you use Voice Control and UMR. PC Intel Pentium IV 3.0 GHz processor (or comparable) or higher At least 1024 MB of SDRAM (2 GB recommended) Hard disk with sufficient disk space (at least 20 GB available) DVD-ROM drive Multi-functionkeyboard Pointer (mouse) Network card (Ethernet card)
ACM PBX
The PBX ACM must meet the following requirements. ACM PBX Software release ACM 3.1 or higher Software release AES 3.1 or higher
Software for the CIE server PC

You need the following software for a CIE server. Microsoft Windows Server 2003 R2 32 bit Edition (English) and Update List from Microsoft (hotfix) or Microsoft Windows Server 2003 Service Pack 1 32 bit Edition (English) Sybase Version 12.5.3 (the CIE setup files contain the corresponding software)
Optional software
We recommend installing the following software with a CIE system. Acrobat Reader to read or print CIE documentation Driver software (CAPI 2.0 32 bit) for ISDN card (for I55 PBXs only) (the CIE setups files contain the corresponding software)
Proxy server
In general, a proxy server (HTTP proxy) is used to access the Internet in a company network. It is possible to use an automatic configuration script for the LAN settings. In order for the Web applications of the CIE system to work correctly, you must set the relevant exceptions in the LAN settings of the browser or modify the automatic configuration script accordingly. Consult the system administrator of your company network.
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Installing the operating system

Please observe the following points when installing Windows Server 2003.
License per user

License the operating system per user.
BIOS: Power Management must be disabled

A CIE server constantly processes messages from the PBX. The performance of the CIE server must not be reduced by Power Management offered by some manufacturers. Power Management can switch the processor and the hard disk to power-saving mode. Switch off (disable) all Power Management functions.
Very important when installing WindowsServer 2003

Carry out a standard installation of Windows Server 2003. Observe the following items. If possible, create a second partition for installing the CIE server software. The partition must be at least 6 GB. Format the partition with the NTFS file system with a block size of 2K. Do not forget to set the time to that of your local time zone and to activate daylight savings time. Install TCP/IP as the network protocol. When assigning the computer name, you may only use letters and digits. You cannot use underscores in the name. The name must begin with a letter. The computer name can consist of up to 30 alphanumeric characters. Do not install SNMP.
Operating system settings

You need to configure some of the operating system settings to be able to use a CIE server. For more information see to the Windows Help, a Windows manual or the hardware manufacturer's instructions.
Deactivate Error Reporting

You must deactivate Error Reporting. Proceed as follows: 1. In the Control Panel, open System. 2. Click the Advanced tab. 3. Click Error Reporting. 4. Select Disable error reporting. 5. Click OK to save your settings.
Page file
Windows Server 2003 automatically sets the size of the page file.
IP address
The CIE server needs a permanent IP address.
User
Create a user and password. Give this user administration rights. For security reasons do not use the same user and password for every system you install. Carry out all further installation steps using this user account. Use this user account to operate the CIE server. The user must have rights to start services.
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Power Options Properties settings

The figure shows the settings for Power Options Properties.
Guided installation
A guided installation helps you install all server components. The guided installation lets you install, update or remove components. Solution units The guided installation is divided into the following solution units. One Server Standard Solutions Two Server Standard Solutions Packages (Advanced) Custom (Advanced) Function units Each solution unit is divided into function units. A function unit can be Voice ACM, email, IVR for example. Each function unit contains the required components. The function unit in the example contains all components you need if you want to install a CIE system on an ACM with email and IVR. Each component has an icon indicating its installed status. This gives you an overview of which components you still need to install. Note The guided installation helps you with the installation, but you must install the individual components manually. There is no automatic installation for all components for a solution or for a function.
Components
You can use the guided installation to install the following components. You can check the current version. Component InstallShield scripting engine Java Development Kit Jakarta Tomcat WebLM Base components Naming service License client Trace system UISessionManager Reference InstallShield scripting engine on page 38 Java Development Kit (JDK) on page 39 Jakarta Tomcat on page 40 WebLM on page 41 Base components on page 42 Naming service on page 43 License client on page 44 TTrace on page 45 UISessionManager on page 46
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Component Sybase Database Task reporting database Chap ACM PBX driver PBX task server ComMan I55 task server DSPF controller Contact Center Core Contact Center Additional Contact Center Realtime Information Contact Center Reporting Voice Control UMR Core UMR Core Locales UMR Archiving (RoD) Address book server Report Generator Report Viewer Update server Watchdog
Reference Sybase on page 47 Database on page 49 Task reporting database on page 51 Installing the PBX driver, CHAP and PBX task server on page 136 Installing the PBX driver, CHAP and PBX task server on page 136 Installing the PBX driver, CHAP and PBX task server on page 136 Module Manager (Communication Manager) on page 165 Installing the I55 task server on page 157 DSPF controller on page 172 Contact Center Core on page 53 Contact Center Additional on page 54 Contact Center Realtime Information on page 55 Contact Center Reporting on page 56 Installing Voice Control on page 198 Installing UMR components on page 234 Installing UMR components on page 234 Installing UMR components on page 234 Installing UMR components on page 234 Report Generator on page 58 Report Viewer on page 59 Update server on page 60 Watchdog on page 61
Information and functions in the guided installation

The guided installation shows the following information. Displays The table below shows the information in the guided installation. View option Component name Required version Enclosed version Installed version Version check Explanation Indicates the name of the component. Indicates the version required. Indicates the version of the current setup. Indicates the version of the installed component if it is already installed. Indicates whether the component is up to date. Ok means you do not need to update. Failed means you need to install the component. Indicates that you must restart your PC after installing the component. Indicates the disk space required for the component. Indicates the disk space required for all components.
Reboot necessary Required disk space (maximum value of selected package) Required disk space (maximum value of all setup-packages) Buttons
The following table shows the buttons in the guided installation. Button Install Modify, Repair Remove Finish + Reboot End Explanation Starts the component installation. Updates the component. Removes the component. Ends the guided installation and restarts your PC. Ends the guided installation.
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Icons The following table shows the icons in the guided installation. Icon Explanation The installed component is compatible. You can update the component but it is not necessary to do so. Component is not installed. The installed component is not up to date. You must update the component. Component is installed in the current version. Cannot determine the component version.
Using the guided installation

Starting the dialog To start the guided installation, follow these steps. 1. Double-click Guideline.exe. The Installation Customer Interaction Express Version dialog opens. 2. Click Next. The End-User License Agreement (license agreement) dialog opens. 3. To accept the license agreement, click I Agree. You can install the components one after the other. If you accept the license agreement centrally, a separate license agreement does not appear when you install the individual components. Installing a component 1. To install a component, go to the required component. 2. Click Install. The setup for that component opens. Updating a component 1. To update a component that is already installed, click Modify/Repair. 2. The setup for that component opens. Removing a component 1. To remove a component that is already installed, click Remove.
Entering default settings centrally

You can specify the following settings in the guided installation. These are accepted by the installations as the default settings. This saves you from having to make the same settings in each installation. Settings InstallPath Explanation Specifies the folder where the components are installed. In general, use the default setting c:\Programs\Avaya\CIE. To change the folder, click Host name of the CORBA Naming Service Port Host name of Trace system server .
Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server.
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Installing components
The following topics describe how to install components one at a time. The guided installation guides you through the installation.
Checking the operating system prerequisites

The following prerequisites must be met if you want to install the server components for a CIE system successfully. You must log in as the correct user with the necessary rights. All other Windows applications are closed. Write down the users and passwords and keep them in a safe place.
InstallShield scripting engine

You need the InstallShield scripting engine to be able to install WebLM. To install the InstallShield scripting engine, follow these steps. 1. The guided installation is started. Select InstallShield Scripting Engine. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4. Select I accept the terms in the license agreement. 5. Click Next. The Ready to Install the Program dialog opens. 6. Click Install. The installation takes about five seconds. 7. Click Finish. The installation is complete.
Java Development Kit (JDK)

Installation To install Java Development Kit, follow these steps. 1. The guided installation is started. Select Java Development Kit. 2. Click Install. The License Agreement dialog opens. 3. Select I accept the terms in the license agreement. 4. Click Next. The Custom Setup dialog opens. 5. In the window, click Public JRE and select Dont install this feature now. Note: If you create a different installation path, be sure to replace only C:\Program Files. The path must contain ...\Java\jdk1.5.0_07! 6. Click Next. The installation takes about a minute. The Installation finished dialog opens. 7. Click Finish. The installation is complete. Preconfiguration We recommend that you disable the automatic update for Java. Proceed as follows: 1. Click Start - Control Panel - Java. The Java Control Panel dialog opens. 2. Click the Update tab. 3. Clear the appears. 5. Click OK. Check for Updates Automatically check box. The Java Update - Warning message
4. Click Never Check.
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Jakarta Tomcat
To install Jakarta Tomcat, follow these steps. 1. The guided installation is started. Select Jakarta Tomcat. 2. Click Install. Depending on your PCs security settings, a security warning may appear. Run the software. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4. To accept the license agreement, click I agree. The Choose Components dialog opens. 5. Also select Service.
6. Click Next. The Choose Install Location dialog opens. Use the default setting. 7. Click Next. The Configuration dialog opens. Enter the following settings. Settings HTTP/1.1 Connector Port User name Password Comments Use the default setting 8080 as the port. Enter a user name. Enter a password.
8. Click Next. The Java Virtual Machine dialog opens. Enter the folder used with the installation of Java development kit (JDK) (..\Java\jdk1.5.0_07) or choose the folder. 9. Click Install. The installation takes about five seconds. 10. Click Finish. The installation is complete.
WebLM
Prerequisite To install WebLM Version 4.3, you must have installed Java Development Kit and Jakarta Tomcat. Installation 1. The guided installation is started. Select Jakarta Tomcat. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4. Select I accept the terms in the license agreement. 5. Click Next. The Ready to Install the Program dialog opens. 6. Click Install. The installation takes about five seconds. 7. Click Finish. The installation is complete.
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Base components
You need the base components on every PC with CIE components. Contents Base components include the following. Branding client DLLs OmniOrb client DLLs Encryption client DLLs Installation To install the base components, follow these steps. 1. The guided installation is started. Select Base Components. 2. Click Install. The Welcome dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select accept the terms in the License Agreement. 5. Click Next. The Ready to Install dialog opens. 6. Click Install. The Installing Base Components dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Common Files\Base Components. 7. Click Finish to complete the installation.
Naming service
The port of the Corba naming service was changed to 2809 with the current OmniORB release (1.0.xx.xxxx). Please note that the current release (1.0.xx.xxxx) is not compatible with earlier releases. You have to uninstall an earlier release and then install the new release. Recommendation If you do not use a watchdog, we recommend installing the naming service and database server together on a PC. Installation To install OmniORB, follow these steps. 1. The guided installation is started. Select Naming Service. 2. Click Install. The Welcome dialog opens. 3. Click Next. The Choose Setup Type dialog opens. 4. Click Complete. The Ready to Install dialog opens. 5. Click Install. The components for OmniORB are installed. The installation takes a few seconds. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\OmniOrb\. 6. Click Finish. The installation is complete. The Avaya OmniORB Naming Service is running. The autostart type of the service is set to Automatic.
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License client
You must install the license client if you want to use the CIE system applications. Proceed as follows: 1. The guided installation is started. Select License Client. 2. Click Install. The Welcome dialog opens. 3. Click Next. The WebLM Parameter dialog opens. 4. Enter the following settings. Settings License Server Port Comments Enter the host name or TCP/IP number of the license server used where the licenses for CIE are installed. Indicates the port number of the Tomcat Web server running the local license server (WebLM). As a general rule, use the default setting port 8080. Additional Master License Server (only for two server mode) Comments You can configure a master license server (WebLM) if you have one. Enter the host name or TCP/IP number of the master license server. Indicates the port number of the Tomcat Web server running the master license server. As a general rule, use the default setting port 8080.
5. Optional: Settings
Master License Server Port
6. Click Next. The Ready to Install the Program dialog opens. 7. Click Install. The installation takes about five seconds. 8. Click Finish. The installation is complete.
TTrace
Installation To install TTrace, follow these steps 1. The guided installation is started. Select TTrace. 2. Click Install. The Welcome dialog opens. 3. Click Next. The Choose Setup Type dialog opens. 4. Click Complete. The Ready to Install dialog opens. 5. Click Install. The components for TTrace are installed. The installation takes a few seconds. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Trace System\. 6. Click Finish to complete the installation. The Avaya Trace Server service is running. The autostart type of the service is set to Automatic. 7. The Trace System Config application opens. You can configure the trace server. You must have enough disk space for the log files. You may want to define a drive in the configuration. When you save a configuration, the log files are deleted after 10 days by default. A new log file is created each day by default. Checking the installation The following components are located in Start - Programs - Avaya CIE - Trace System. Config Console Display Log2Zip WhatIsInstalled
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UISessionManager
UISessionManager manages the sessions between the user interface and reporting viewer, TR viewer and UMR viewer. Installation To install UISessionManager, follow these steps. 1. The guided installation is started. Select UISessionManager. 2. Click Install. The Welcome dialog opens. 3. Click Next. The Setup Type dialog opens. 4. Select Complete. 5. Click Next. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Port Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server. As a general rule, use the default port 10300.
6. Click Next. The Ready to Install the Program dialog opens. 7. Click Install. The Installing UI Session Manager dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\UISessionManager. 8. Click Finish to complete the installation.
Sybase
The Sybase 12.5.3 database is used as relational database management system. You must be logged in as system administrator. Installation To install Sybase, follow these steps. 1. The guided installation is started. Select Sybase. 2. Click Install. The Sybase ASE Installer dialog opens. 3. Select the correct drive. 4. Enter the following settings. Settings SQL Server Name Password for user sa Comments Use the default setting SYBASEASE. Enter a password for the sa user. The password must be a combination of letters and numbers and contain at least eight characters. Enter the password again.
Confirm password
5. Use the following default settings. ODBC Support jConnect (JDBC) Support
6. Click Install. Sybase will be installed. The installation takes about 20 minutes. Installation successfully finished is displayed. 7. Click OK. 8. You must shut down and restart the PC.
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Checking the installation Check whether you can start Sybase Central Java Edition and log in as user sa. 1. Start Sybase Central Java Edition. 2. Select Connect under Extra. 3. Select the host name. 4. Log in with the user name sa. 5. Click OK.
Database
You must install the cc database. Prerequisites The following requirements must be met before you can install the database components successfully. The Sybase database must be installed. The Sybase SQL Server service must be started. The Sybase BCKServer service must be started. Installation To install the cc database, follow these steps. 1. The guided installation is started. Select Database. 2. Click Install. The CIE Database dialog opens. Enter the following information. Settings Database server User name Password Comments The server name is displayed. You cannot change this setting. As a general rule, use the user sa. Enter the password. This is the password you used when installing the Sybase database.
3. Click OK. The Welcome dialog opens. 4. Click Next. The Choose Setup Type dialog opens. 5. Click Complete. The Sybase database setup dialog opens. Enter the following information. Settings Host name of the CORBA naming service Host name of TTrace server Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. Specify the host name or TCP/IP number of the PC running TTrace.
6. Click Next. The Sybase Device Setup dialog opens. Continued on next page
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Continued from previous page 7. Apply the defaults. 8. Click Next. The Ready to Install dialog opens. 9. Click Install. The Installing Avaya Database dialog opens. The installation takes about 5 minutes. The files (db_srv and lna_srv) are copied to c:\Program Files\Avaya\Database\. The database files are in c:\Avaya\Database\. 10. Click Finish to complete the installation.
Task reporting database

To install the tasks reporting database, follow these steps. 1. The guided installation is started. Select Taskreporting Database. 2. Click Install. The CIE Taskreport Database opens. Enter the following information. Settings Database server User name Password Comments The server name is displayed. You cannot change this setting. As a general rule, use the user sa. Enter the password. This is the password you used when installing the Sybase database.
3. Click OK. The Welcome dialog opens. 4. Click Next. The Choose Setup Type dialog opens. 5. Click Complete. The Sybase Device Setup dialog opens. 6. Apply the defaults. 7. Click Next. The Ready to Install dialog opens. 8. Click Install. The Installing Tenovis Database dialog opens. The installation takes about 5 minutes. 9. Click Finish to complete the installation.
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Chap
For information, see Installing the PBX driver, CHAP and PBX task server on page 136
ACM PBX driver

For information, see Installing the PBX driver, CHAP and PBX task server on page 136
ACM task server

For information, see Connecting to ACM (Avaya Communication Manager) on page 103
ComMan
For information on the Communication Manager see: Module Manager (Communication Manager) on page 165
I55 task server

For information, see Connecting to I55 on page 155
Contact Center Core

Installation Proceed as follows to install the Contact Center components. 1. The guided installation is started. Select Contact Center Core. 2. Click Install. The Welcome dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select accept the terms in the License Agreement. 5. Click Next. The Choose Setup Type dialog opens. 6. Click Complete. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Host name of Trace system server Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. Specify the host name or TCP/IP number of the PC running the trace server.
7. Click Next. The Ready to Install dialog opens. 8. Click Install. The Installing ContactCenter Core dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ ContactCenterCore\. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - ContactCenterCore.
KERNEL.EXE LAD_SRV.EXE TaskserverManager.EXE VECTORS.EXE
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Contact Center Additional

Installation To install the additional components, follow these steps. 1. The guided installation is started. Select Contact Center Additional. 2. Click Install. The Welcome dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select accept the terms in the License Agreement. 5. Click Next. The Choose Setup Type dialog opens. 6. Click Complete. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Host name of Trace system server Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. Specify the host name or TCP/IP number of the PC running the trace server.
7. Click Next. The Ready to Install dialog opens. 8. Click Install. The Installing ContactCenter Additional dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ ContactCenterAdditional. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - ContactCenterAdditional. Annax AutoDialler CGIServer InfoServer SPopServer XStatServer
Contact Center Realtime Information

Installation To install the additional components, follow these steps. 1. The guided installation is started. Select Contact Center Realtime Information. 2. Click Install. The Welcome dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select accept the terms in the License Agreement. 5. Click Next. The Choose Setup Type dialog opens. 6. Click Complete. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server.
7. Click Next. The Ready to Install dialog opens. 8. Click Install. The Installing ContactCenter Realtime Information dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\ Contact Center Monitoring. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - Contact Center Monitoring. Realtime Information server
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Contact Center Reporting

Prerequisite To install Contact Center Reporting (complete) with the task reporting server, you must install an appropriate ODBC driver for Sybase (PCClient 12.5.3). Installation To install the additional components, follow these steps. 1. The guided installation is started. Select Contact Center Reporting. 2. Click Install. The Welcome dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select accept the terms in the License Agreement. 5. Click Next. The Choose Setup Type dialog opens. 6. Click Complete. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server.
7. Click Next. The Ready to Install dialog opens. 8. Click Install. The Installing ContactCenter Reporting dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Avaya\Customer Interaction Express\Contact Center Monitoring. 9. Click Finish to complete the installation. Checking the installation The following components are located in Start - Programs - Avaya CIE - Contact Center Statistics. Reconstructor Reporting Server Task Reporting Server
Voice Control
For information, see Installing Voice Control on page 198.
UMR
For information, see Installing UMR components on page 234.
Address book server

For information, see Installing UMR components on page 234.
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Report Generator
You must install Java Development Kit and Jakarta Tomcat for all reporting applications. To install the report generator, follow these steps. 1. The guided installation is started. Select Report Generator. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4. Select I accept the terms in the license agreement. 5. Click Next. The Destination Folder dialog opens. 6. Use the default. Click Next. The Choose Setup Type dialog opens. 7. Select Complete. Click Next. The Servers dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Port Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server. Port 10300 is the default setting. You cannot edit this entry.
8. Click Next. The Ready to Install the Program dialog opens. 9. Click Install. This takes about five seconds. 10. Click Finish to complete the installation.
Report Viewer
To install the Reporting Viewer, follow these steps. 1. The guided installation is started. Select Report Viewer. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4. Select I accept the terms in the license agreement. 5. Click Next. The Destination Folder dialog opens. 6. Use the default. Click Next. The Choose Setup Type dialog opens. 7. Select Complete. Click Next. The Servers dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Port Host name of Taskreporting DB Port URL of Application Server (Tomcat) Port Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server. Port 10300 is the default setting. You cannot edit this entry. Specify the host name or TCP/IP number of the PC running the task reporting server. As a general rule, use the default port 5000. Specify the URL of the application server tomcat. The URL must start with http:// or https://. As a general rule, use the default port 8080.
8. Click Next. The Ready to Install the Program dialog opens. 9. Click Install. This takes about five seconds. 10. Click Finish to complete the installation.
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Update server
The Update Server lets you update Avaya products installed on client PCs. To install the update server, follow these steps. 1. The guided installation is started. Select Update Server. 2. Click Install. The Welcome dialog opens. 3. Click Next. The License Agreement dialog opens. 4. To accept the license agreements, click I accept the terms in the license agreement. 5. Click Next. The Upgradable Products dialog opens. 6. Use the default setting CCUI, Com4Tel. Click Next. The Folder for updates, which can be uploaded dialog opens. 7. Use the default. Click OK. The Ready to install dialog opens. 8. Click Install. This takes about five seconds. 9. Click Finish to complete the installation. Preconfiguration For information on how to use the update server, see Update server on page 67.
Watchdog
The Watchdog application is used to restart the software after a full or partial system failure as soon as the necessary components are available again. 1. The guided installation is started. Select Watchdog. 2. Click Install. The Welcome dialog opens. 3. Click Next. The Choose Setup Type dialog opens. 4. Click Complete. The General Settings dialog opens. Enter the following settings. Setting Host name of Trace system server Comments Specify the host name or TCP/IP number of the PC running the trace server.
5. Click Next. The Ready to install dialog opens. 6. Click Install. 7. Click Finish to complete the installation. Preconfiguration For information on how to configure the Watchdog, see Preconfiguration for the Watchdog on page 62
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Preconfiguration for the Watchdog

When you install the Watchdog component, sample configuration files are created automatically. These sample configuration files contain the settings for the Watchdog application. You must customize a sample configuration file. To do so, use the Watchdog Config tool.
Where are the prepared files?

The sample configuration files are in the following folder: c:\Program Files\Avaya\Customer Interaction Express\Watchdog in the archive WatchdogXML-CIE.zip. Unpack the archive.
Configuring using Watchdog Config

You must customize a configuration file. Proceed as follows: 1. To start the Watchdog Config application, select Start Avaya Watchdog. 2. Select File then Open. 3. Open watchdog.xml (sample). 4. In the Server field enter the host name of the CIE server. 5. Click (scenarios). 6. To rename the host name, click Ren.Host. The Rename Hosts in Run dialog opens. 7. In the With field enter the host name. 8. Click OK. The current host name replaces the host name in all run levels. 9. You must edit all runs in all runlevels. Change the following settings: Located at directory (folder), Program arguments (start parameter) and Delay until next start (duration). To change the settings, select Run then Edit. 10. Depending on your CIE system you may need to remove or add a run level (e.g. Annax). 11. To save your changes, open File and select Save. 12. Start Avaya - Tenovis Watchdog. 13. Click Distribute now. The configuration file is copied as watchdog.xml into the folder C:\WINDOWS\ system32. The services and executable files contained in the configuration are checked. If services and files exist, then the CIE system starts.
Working with distributed systems

In a distributed system, you must install the Watchdog application on every PC. You only need to edit the configuration file once. Proceed as follows: 1. You edited and saved the configuration file using the Watchdog Config application. Edit the configuration file as described above. 2. Select File then Distribute. The Distribute Configuration File dialog opens. 3. In the to watchdog(s) on hosts(s) field enter the host name or TCP/IP addresses of the other systems. Use a comma to separate the entries. 4. Click Distribute now. The configuration file is distributed to all PCs in the system.
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Licensing
Avaya uses WebLM as its licensing standard. WebLM is a license server for Avaya applications and servers. WebLM is a Web-based license server that was implemented as a Java servlet and runs on the Tomcat in the CIE environment. The license client (application/CIE server components) and license server communicate using a standard HTTP connection. Licenses are managed and monitored using a Web browser. Type of licenses WebLM supports counted (client can request a number of licenses) and uncounted licenses (OK licenses). Licenses are tied to the MAC address of the license server. Prerequisite WebLM requires a transparent proxy server. Illustration The following illustration shows the WebLM architecture.
License Server Host
Hosts with Licensed Software
Web server
Client software License API
WebLM license server servlet
License Files one per product
Server software License API
Versions
CIE 1.0 requires the following versions. The software is installed using the guided installation. WebLM 4.3 Tomcat 5.5.9 Java Development Kit1.5.0.7
Installation
WebLM For information on how to install WebLM, see WebLM on page 41. License clients For information on how to install a license client, see License client on page 44. Changing the license client settings To change the license client settings, follow these steps. 1. To start the license client installation, in the guided installation, click Modify/Repair. 2. Run the installation as you usually would and change the settings.
Starting WebLM for the first time

Prerequisite Use the service manager (Control Panel - Administrative Tools - Services) to check whether ApacheTomcat is running. Start ApacheTomcat if necessary. Open To open WebLM, follow these steps. 1. Open an internet browser. 2. Enter the following address: http://Host name of the license server:Port/WebLM/index.jsp. The Login dialog opens. 3. Enter admin as the user name and weblmadmin as the password. The Change Password dialog opens. 4. In the Current Password field enter weblmadmin and in the New Password field enter a new password between 6 and 14 characters long. In Confirm Password enter the new password again. 5. Click OK. The Login dialog opens. You can now log in with the new password.
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Installing licenses in WebLM

Once you have changed the password, follow these steps to install a license. 1. Open an internet browser. 2. Enter the following address: http://Host name of the license server:Port/WebLM/index.jsp. The Login dialog opens. 3. Enter the user name (User Name) and password (Password). 4. Click Install License. 5. In Enter License Path specify the file name and path of the license or click Browse and select the license file. 6. To load the license in the license server, click Install. The license (e.g. CIE) appears under Licensed Products.
More information on WebLM

For more information on using WebLM see the Avaya WebLM Release 4.3 Administration Guide.
Update server
Application
The Avaya update server is a preliminary stage of the Distributed Deployment System (DDS). The update server lets you update Avaya products installed on client PCs. The update server runs as a service. The Avaya update server is a web application in Tomcat. You can administer the application from the URL http://<Hostname>:8080/UpdateStore. tomcat is set as the default user name and password. Change the password after first login.
Architecture
The Avaya update server consists of three components. The following table shows the components and descriptions. Component AvayaUpdateService.exe Computer Client Explanation This is a Windows NT service that must be installed on each client. This service handles timing and starts the updater. This service runs in the context of the local system accounts and has enough rights to run an update setup. This application is started every two hours by AvayaUpdateService and looks for updates on the UpdateStore. If you install an update, restart the PC and login, this application starts up automatically and waits until the update is finished installing. The Server process is a Tomcat application administrators can use to download new updates. The updater uses this process to download current versions to the client.
Updater.exe
Client
WaitForCompletion.exe
Client
UpdateStore
Server
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Prerequisites
The AvayaUpdateService can update application whose setup is available as a Microsoft Windows Installer (MSI). The setup must support silent installation. MSI If your setup program is an MSI file, use this command: msiexec.exe /i setup.msi /qn.
Restrictions
Please note the following restrictions. Localization The user interface of the updater is available in the following languages: German, English, Spanish, Italian, Portuguese, French, and Russian. The updater is internationalized to allow new languages to be added as needed. Russian is displayed correctly only on Eastern European Windows installations. terminal server The AvayaUpdateService does not work in a terminal server environment. This is because interactive services can only access certain Windows stations (sessions). This same applies for more than one user logged on to Microsoft Windows XP at the same time (fast user switch). Changing users The AvayaUpdateService only functions reliably if you do not change users (log out). This is because the user interface is created in the SysTray using an interactive Windows NT service. These services are linked to a specific Windows station (the station of the first interactive user). Other interactive users are assigned a new Windows station and do not see the AvayaUpdateService user interface. As a result, other interactive users cannot initiate updates. Updating services The AvayaUpdateService cannot update services that are started automatically. Before restarting, set the start type to Manual.
Client configuration
The installation directory contains the folder config. This folder contains the following files. Files updateService.ini *.config Explanation Configuration for the updater. Contains configurable settings for the update client. There must be at least one file with the extension .config for each configured application to update. This file contains information on the application that is monitored (e.g. upgrade code). Contains the localized language strings.
locale directory
Example: updateService.ini The example below shows a file called updateService.ini. [UpdateStore] url=http://localhost:8080/UpdateStore [Installer] parameters = /qn [Blacklist] UpdateStore:url is the URL where the UpdateStore is located. In Installer:parameters you can customize the arguments in msiexec.exe, which is used to install an update. The default setting is very silent installation. You can also activate logging (parameters = /qn /l*v c:\upodate.log). Under Blacklist you can specify update codes (in registry format) for the installations you do not want to update. The names of the keys are unimportant but they must be unique. Example: [Blacklist] ignore.1 = {C41F15A8-1D9A-4A96-8D7B-6799A0B1E238} ignore.2 = {0F8F15A8-1D9A-4A96-8D7B-6799A0B1E238} locale directory There is one locale folder for each available language specified under GUI:lang. You can create new languages using the python 2.4 gettext tool.
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Server configuration
The UpdateStore is Tomcat Web application. The UpdateStore is copied to the webapps Tomcat folder. The UpdateStore is configured using UpdateStore/WEB-INF/web.xml and UpdateStore\WEB-INF\ updateStore.properties. The following example shows a configuration file (web.xml). <!DOCTYPE web-app PUBLIC '-//Sun Microsystems, Inc.//DTD Web Application 2.3//EN' 'http://java.sun.com/dtd/web-app_2_3.dtd'> <web-app> <context-param> <param-name>updatestore.rootdir</param-name> <param-value>C:\updatestore\</param-value> </context-param> <context-param> <param-name>updatestore.products</param-name> <<param-value>ccui,com4tel</param-value> </context-param> <servlet> <servlet-name>download</servlet-name> <servlet-class>com.tenovis.updatestore.DownloadServlet</servlet-class> </servlet> <servlet> <servlet-name>remove</servlet-name> <servlet-class>com.tenovis.updatestore.RemoveServlet</servlet-class> </servlet> <servlet> <servlet-name>upload</servlet-name> <servlet-class>com.tenovis.updatestore.UploadServlet</servlet-class> </servlet> <servlet-mapping> <servlet-name>download</servlet-name> <url-pattern>/download</url-pattern> </servlet-mapping> <servlet-mapping> <servlet-name>remove</servlet-name> <url-pattern>/remove</url-pattern> </servlet-mapping> <servlet-mapping>
<servlet-name>upload</servlet-name> <url-pattern>/upload</url-pattern> </servlet-mapping> <security-constraint> <web-resource-collection> <web-resource-name>Update Store Protected Area</web-resource-name> <url-pattern>/admin/main</url-pattern> <url-pattern>/admin/upload</url-pattern> <url-pattern>/admin/updates</url-pattern> <url-pattern>/admin/delete</url-pattern> <url-pattern>/admin/newUpdate</url-pattern> </web-resource-collection> <auth-constraint> <role-name>tomcat</role-name> </auth-constraint> </security-constraint> <login-config> <auth-method>FORM</auth-method> <realm-name>Update Store Admin</realm-name> <form-login-config> <form-login-page>/login.jsp</form-login-page> <form-error-page>/loginError.jsp</form-error-page> </form-login-config> </login-config> <security-role> <role-name>tomcat</role-name> </security-role> </web-app> The entries for <security-role> and <auth-constraint> in particular may need to be changed from tomcat to another name. In the updateStore.properties file you must specify the path to an existing folder where you want UpdateStore to save the setup. Example: #Properties for the Avaya Update Store #location (path) into local file system where the uploaded setups are stored store.location.path=c:\\updatestore Note that you must enter special characters like "\," in a path name with "\".
Log files
The AyavaUpdateService and updater write to the client PC's NTEventLog. The updater also writes a log file (AvayaUpdateService.log) in the installation directory that contains information on the last update.
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Starting a CIE system

You can either start a CIE system manually or automatically with the Watchdog. If you start the CIE system with the Watchdog, the individual components are monitored.
Prerequisite
You need the appropriate licenses to start a CIE system. One or more license servers control the assignment of CIE licenses. Load a valid license package to the license server by using the license administrator tool.
Logging in
All parts of the CIE system are installed. You can now start the CIE system manually. 1. Log in to the CIE server. 2. Use the user and password.
Starting the dialog

The CIE system is started automatically with the Watchdog application.
Client on CIE server

You can also install the client components on a CIE server. Use the User Interface only for the configuration. If you are using Realtime Information and Reporting as clients on the CIE server, the Processor performance is used unnecessarily for these features.
Processes that run on a CIE server

For a CIE system to run properly, processes must run on one or more servers.
Default processes
The following processes must run on each CIE server regardless of whether the system is an email system or a system with an I55 or ACM PBX. Services (start type automatic) The following processes are installed as services that start automatically. OmniOrb (Automatic) TTrace (Automatic) Watchdog (Automatic) UI Session Manager (Automatic) TomCAT (Automatic) Watchdog The following processes must be started by the Watchdog in each CIE system. db_srv lna_srv TaskserverManager Kernel Vectors ReportGenerator (man. service) Monitor_srv Statistic_srv
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Optional processes The following processes can be started by the Watchdog as needed in the CIE system. Lad_srv Tr_Srv Annax Info_srv Xstat_srv Autodialer Spop_srv Cgi_srv
Processes: I55 PBX

The following processes must be started by the Watchdog if the system is connected to an I55 PBX. Taskserver I55 Starter (man. service) VU-Unit I55 Starter (man. service) config
Processes: ACM PBX

The following processes, which are installed as services that must be installed manually, must be started by the Watchdog when the system is connected to an ACM PBX. PBXDriver CHAP CHAPSync VEA PBXTaskserver
Processes: UMR (email system)

Services (start type automatic) The following processes must run as services that start automatically if you have a UMR system. C3k_db_srv C3k_lna_srv C3000 server UMR ClientAdapter UMR config server UMR task server POP3 IMAP4 client SMTP connector UMR text template server Avaya observation service RoD repo server RoD Rodomat RoD scheduler server RoD Archie RoD Cex Watchdog The following processes must always be started by the Watchdog if you have a UMR system. Reconstructor adb_srv (bat file) Note In CIE systems with UMR the address book server is not started as a service. Because the address book server requires a Sybase installation, it is installed on the database server. For CIE systems with UMR the reconstructor process must always be started. The reconstructor process ensures that no reporting data are lost. The statistic_srv with the recon 1 parameter must also be started.
Watchdog samples
The Watchdog installation includes sample configuration files for CIE systems with an I55 PBX, ACM PBX and a UMR system.
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Logging CSTA messages (I55 only)

You can log messages between the I55 task server and the I55 PBX using ktracer.
Starting the dialog

1. Start ktracer by double-clicking the ktracer.exe file in Explorer. A Dtrace file <SystemName_Date_Interval>.out is created.
File
When the program ktracer.exe is running, a new ktrace file is created at the start of every hour. Example of file names 2006_07_05_System_4F__20_00_to_21_00.out, was created on 05.07.06 at 8:00 p.m. and contains data to 9:00 p.m.
Time interval
The time interval can be changed using start parameters: ktracer -i x x= 10, 15, 20, 30, 60, n * 60 x is the number of minutes. Other time intervals are invalid. Example: If you start ktracer.exe at 8:07 with ktracer -d 10, a ktrace file is written from 8:07 to 8:10, and then another is created for 8:10 to 8:20, and so on.
PC
You can start the program ktracer.exe on another computer: ktracer -h <hostname taskserver i55>, The ktrace file is created on the PC running ktracer.exe.
Port
The default port is 9210. In a PBX cluster (Network), the port number is incremented (9211, 9212). You can change the port with ktracer -p <port>. Each PBX in the CIE network must have its own port. The correct port for each PBX is specified in the output of the I55 task server during startup.
Folders
You can specify the folder for the ktrace file. ktracer -d <folder>
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Upgrading an installed version BCC V4.x

To update an existing version of BCC V4.x, follow these steps. If you are an experienced user, you can use the quick-start guide or the detailed steps 1 to 6.
If you are using version BCC V2 or BCC V3.x

If you want to update version BCC V2 or BCC V3.x, you must first update this version to version BCC V4.x. For information on how to do so, see the BCC V4.0 system administrator user manual.
Check agent admin

Check whether there is an agent with names admin. If there is an agent admin rename the agent before the actualization.
Quick-start guide
The following tables are quick-start guides for the respective topics. If you have the necessary experience, you can use the table as a memory aid. This quick-start guide is intended for experienced users. The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding topic for full instructions.
Step 1. 2. 3. 4. 5. 6. 7.
Action Backing up the database Removing the BCC software Install the base components. Updating Sybase Switching to Unicode Upgrading the database Installing the components normally
Notes Mandatory Remove the software with guideline.exe Data base remains As described Sybase Version 12.5.3 is used. UpgradeTool Upgrade the database Install the additional components.
Step 1: Backing up the database

You must back up the database for security reasons. For information on how to back up the database, see Backing up the database on page 310.
Step 2: Removing the BCC software

Once you have backed up the database, remove the BCC software. To do so, start the guided installation. You must remove OmniORB, Watchdog and TTrace manually. 1. Double-click Guideline.exe. The Installation Customer Interaction Express Version dialog opens. 2. Click Next. The License Agreement dialog opens. 3. To accept the license agreement, click I agree. 4. The guided installation detects BCC components that are already installed. They are displayed. You are prompted: Do you wish to continue? 5. To remove these BCC components click Yes. The remove? dialog opens. 6. Click OK. The following security prompt is displayed: Are you sure you want to uninstall this product? 7. Click Yes. 8. Repeat steps 5 to 7 for all installed BCC components. 9. The guided installation opens as usual.
Step 3: Install the base components.

Install the base components as described. See: Base components on page 42
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Step 4: Updating Sybase

Once you have removed the components, you must update. BCC V4.x worked with Sybase 12.5.x. You must update the version of Sybase to 12.5.3. To update Sybase, follow these steps. 1. The guided installation is started. Select Sybase. 2. Click Upgrade. The Sybase ASE Installer dialog opens. 3. Select the correct drive. 4. Enter the following settings. Settings Administrative user Administrative password Comments You usually use the user sa. Enter the password for the user.
5. Click Modify/Repair. Sybase is updated. The update takes about five minutes. Installation successfully finished is displayed. 6. Click OK. 7. You must shut down and restart the PC.
Step 5: Switching to Unicode

You must convert the database to Unicode. The UpgradeTool converts the database. Proceed as follows: 1. Start UpgradeTool (double-click UpgradeTool.exe). The UpgradeTool dialog opens. 2. Enter the following settings. Settings User name Password Comments You usually use the user sa. Enter the password for the user.
3. Click OK. The dialog displays all user databases located on the database server. Select all user databases. Deselect a user database only if you are sure that this database must not be converted to Unicode. 4. Click Upgrade. The database is converted. This takes about five minutes. The message conversion to unicode successfully finished is displayed. 5. Click OK. 6. To exit the tool, click Exit. If problems occur If problems occur when you convert to Unicode, the database may not be readable. If error messages are displayed, restore the back up database and try again.
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Step 6: Upgrading the database

Requirements A database upgrade requires at least 50 MG of available memory. If you upgrade a database Version <40018, the available memory in the data segment of the database must be 2.5 times the occupied memory. You can check the available and occupied capacity with the check_space stored procedure. More information System diagnostics with stored procedures on page 313 Increasing the size of a database on page 312 Refreshing views To upgrade the cc database, follow these steps. 1. The guided installation is started. Select Database. 2. Click Upgrade. The CIE Database dialog opens. Enter the following information. Settings Database server User name Password Comments The server name is displayed. You cannot change this setting. As a general rule, use the user sa. Enter the password. This is the password you used when installing the Sybase database.
3. Click OK. The General settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Port 4. Click Next. 5. The database is upgraded. This takes about three minutes. 6. Click Finish to complete the upgrade. Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server. Port 10300 is the default setting. You cannot edit this entry.
Step 7: Installing the components normally

Once you have completed steps 1 through 6, install the other components normally.
Upgrading UMR 1.0

In order to upgrade UMR 1.0 to CIE 1.0, proceed as follows. 1. Save the existing system (image). 2. Deinstall the applications umr (without database). 3. If you have archives, then you have to update the archives. Replace all placeholders in the file c3kschema_archive_1.spl. $ARCHIVE_DATABASE$ "name of archive database" $USER_WRITE$ "c3k_archive" $USER_READ$ "report" 4. Enter following ISQL command. isql -Usa -P<password> -S<servername> -ic3kschema_archive_1.sql 5. Accomplish the steps, as described in the topic upgrading an installed version BCC 4.0. 6. Install UMR as described. 7. Start the C3000 server. 8. Start the application umr_reindex.exe (folder <CD-Drive>:\Server\UM_Core\Tools\Update from UMR1.0 to UMR 1.1). Follow the guidances. If the archive works on another server, then start application umr_reindex.exe also on this server. 9. Create the addressbooks. Add the appropriate profiles. 10. Import the addressbooks (csv) from UMR 1.0.
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Installing the client components

Important information
Please observe the following notes before you start the installation.
Operating system
Please note that the following instructions describe the installation for the Microsoft Windows XP operating system.
Do not replace files manually

To ensure the version is updated, you must not manually replace files (such as EXE files). This causes errors when you update a version. Once you change a version manually, you can no longer update it automatically. For further information, please refer to the following topics: Refreshing views on page 99 Changing the settings on page 99 Uninstalling components on page 99
Which client components are provided?

The Contact Center Client Package contains the following components. Base components License Client User Interface Update Client User Interface Locales
Client on CIE server

You can also install the client components on a CIE server. Use the User Interface only for the configuration. If you are using Realtime Information and Reporting as clients on the CIE server, the Processor performance is used unnecessarily for these features.
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Quick-start guide
The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users. The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding topic for full instructions.
Step 1: Preparations
Make the following preparations. Step 1. 2. Action Check your access rights Prepare the information. Notes You need administrator rights. Host name of CORBA Host name of Trace system server
Step 2: Installation
Make the following preparations. Step 1. 2. 3. 4. Action Launch the bootstrapper. Install the base components. Install the license client. Install the user interface. Notes Central license agreement Requirement for user interface Host name of license server Optional Report Scheduler Host name of CORBA Host name of Trace system server 5. 6. 7. Install the update client. Install the languages. Close the bootstrapper. Update server Contact Center User Interface Locales (additional languages) -
Requirements for client packages

For the client components of a CIE system, you need the following hardware and software and relevant access rights.
PC
Your PC must have the following minimum requirements to use the user interface application. PC Intel Pentium III 800 MHz processor (or comparable) or higher At least 512 MB SDRAM Hard disk with sufficient disk space (at least 10 GB available) Multi-functionkeyboard Pointer (mouse) Network card (Ethernet card)
Software
You need the following software for the client components. Operating system: Windows XP or Operating system: Windows 2000 or Operating system: Windows 2003 Optional Acrobat Reader to read or print Customer Interaction Express documentation. To export reporting, you need Excel for Microsoft Office 2000, Microsoft Office 2003 or Microsoft Office XP.
Administrator rights
Please note that you must have administrator rights to install the Customer Interaction Express UI software. You do not need administrator rights to use the UI.
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Proxy server
If a proxy server (HTTP proxy) is used in the company network, the CIE server must be specified under Exceptions in the Brower Properties. If the company network uses a proxy server as an automatic configuration script, the automatic configuration script must be modified accordingly. Consult the system administrator of your company network. You can find the settings in the browser under Connections - Settings. If you are not using an automatic configuration script, you will find the exceptions under Connections Settings - Proxy Server - Advanced - Exceptions.
Before installing
Please note the following before you install the client components.
Checking the workstation

Before you start the installation, please check that: Your PC is switched on. The operating system is installed and the PC connected to a network. TCP/IP must be installed and configured. You are logged in as the system administrator. Other Windows applications are closed.
What information do you need for the installation?

You need the following Customer Interaction Express system information for the installation. Make a note of the information. You can then carry out the installation without having to stop to search for information. Host name of the CORBA name server Host name of the TTrace server Host name of the license server
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A bootstrapper is provided for the client components to save you from having to install the components individually in a specified order. The bootstrapper installs all required components for an agent (client). Perform the following steps to install the client components.
Step 1: Launch the bootstrapper.

You need a data medium (CIE or network) with the corresponding software. The on-screen installation instructions are in English. 1. Select the folder with the installation files (CIE DVD or network). 2. Double-click Contact Center Client Package.exe. The Customer Interaction Express Contact Center Client Package dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select I accept the terms in the license agreement. 5. Click Next. The Package contents dialog opens. A table shows the components to be installed. The name and version information is displayed. The The (green check mark) symbol indicates that the version is up-to-date. (red x) symbol indicates that the version must be updated.
6. Click Install to install the corresponding components. The components are installed. For information on how to do so, see the following steps: If a component is up-to-date, the corresponding step is omitted.
Step 2: Install the base components.

To install the base components, follow these steps. 1. The bootstrapper is launched. The Customer Interaction Express Base Components dialog opens. If you install the base components without a bootstrapper, you must accept the license agreement. 2. Click Next. The Ready to Install dialog opens. 3. Click Install. The Installing Base Components dialog opens. The installation takes about a minute. The files are copied to c:\Program Files\Common Files\Base Components. 4. Click Finish to complete the installation.
Step 3: Install the license client.

To install the license client, follow these steps. 1. The bootstrapper is launched. The Customer Interaction Express License Client dialog opens. If you install the license client without a bootstrapper, you must accept the license agreement. 2. Click Next. The WebLM Parameter dialog opens. 3. Enter the following settings. Settings License Server Port Comments Enter the host name or TCP/IP number of the license server used where the licenses for CIE are installed. Indicates the port number of the Tomcat Web server running the local license server (WebLM). As a general rule, use the default setting port 8080. Additional Master License Server (only for two server mode) Comments You can configure a master license server (WebLM) if you have one. Enter the host name or TCP/IP number of the master license server. Indicates the port number of the Tomcat Web server running the master license server. As a general rule, use the default setting port 8080.
4. Optional: Settings
Master License Server Port
5. Click Next. The Ready to Install the Program dialog opens. 6. Click Install. The installation takes about five seconds. 7. Click Finish. The installation is complete.
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Step 4: Install the CIE user interface.

1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface dialog opens. If you install the CIE user interface component without a bootstrapper, you must accept the license agreement. 2. Click Next. The Custom Setup dialog opens. 3. In general, you can use the default settings. The user interface component is installed in the default settings. If you want to install the Report Scheduler you need to select it separately. 4. The destination folder [Install to] is shown. The Customer Interaction Express folder is used by default. To select a different folder, select Change. Apply the default settings of the folder. 5. Click Next. The General settings dialog opens. You must enter the following information. Settings Host name of the CORBA Naming Service Port Host name of Trace system server Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default setting port 2809. Specify the host name or TCP/IP number of the PC running TTrace.
6. Click Next. The Ready to Install the Program dialog opens. 7. Click Install. The installation starts. The installation of programs and data takes about a minute. A bar shows the progress. After the installation, the setup program looks for installed Excel components. The Wizard Completed dialog opens. 8. Click Finish. The installation is complete.
Step 5: Install the update client.

To install the update client, follow these steps. 1. The bootstrapper is launched. The Customer Interaction Express Update Client dialog opens. If you install the update client without a bootstrapper, you must accept the license agreement. 2. Click Next. The Destination Folder dialog opens. The Customer Interaction Express folder is used by default. To select a different folder, select Change. Apply the default settings of the folder. 3. Click Next. The General settings dialog opens. You must enter the following information. Settings Host name of Update Server Port Comments Specify the host name or TCP/IP number of the PC running the update server. As a general rule, use the default setting port 8080.
4. Click Next. The Ready to Install the Program dialog opens. 5. Click Install. The installation starts. The installation of programs and data takes a few seconds. 6. Click Finish. The installation is complete.
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Step 6: Install the languages.

If you want to use additional languages for the CIE user interface, you must also install User Interface Locales. Proceed as follows: 1. The bootstrapper is launched. The Customer Interaction Express Contact Center User Interface dialog opens. 2. Click Next. The Custom Setup dialog opens. 3. In general, you can use the default settings. In the default settings, all languages are installed. You can install only the relevant languages, as needed. If you are using the Report Scheduler, you must also install the languages for it. 4. You cannot change the folder [Install to]. The language files must be installed in the folder of the user interface. 5. Click Next. The Ready to Install the Program dialog opens. 6. Click Install. The installation starts. The installation of programs and data takes about a minute. A bar shows the progress. The Wizard Completed dialog opens. 7. Click Finish. The installation is complete. You can use the User Interface module in the installed languages.
Step 7: Close the bootstrapper.

All components are installed with the bootstrapper. 1. The bootstrapper shows the Installed Packages dialog. The installed components are indicated by a (green check mark) symbol. 2. Click Finish to complete the installation.
Silent installation without update client

You can install the client components as a silent installation. Windows Installer is used for the installation. To carry out a silent installation, you must run Windows Installer with the correct parameters.
Windows Installer
You can install the user interface as a silent installation. Windows Installer (msiexec.exe) is usually located in the following folder. DRIVE LETTER:\WINDOWS\system32 The following table contains a few options and examples. For more information on Windows Installer, see the relevant documentation.
Application Installs the package. If you do not set any other parameters, all windows and dialog fields are displayed. If you start the call with the same MSI file, the installation is modified. If you start the call with the same MSI file, the installation is upgraded. Uninstalls the package. Shows Windows Installer Help. The possible parameters and options are displayed.
Call msiexec.exe /i <path to the package and product>
Example msiexe.exe /i d:\setup.msi
msiexec.exe /x <path to the package and product> msiexec.exe
msiexe.exe /x d:\setup.msi msiexe.exe
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Contact Center User Interface

You can use the following options and arguments for installing the Contact Center User Interface. File: Contact Center User Interface.msi Options The table below lists the available options. Application Silent installation Installation progress and errors User interface Arguments The table below lists the available arguments. Arguments SUITEFILESFOLDER Required Optional Comments Shows the installation folder. Example: "C:\Programs\Avaya\Customer Interaction Express\" The installation adds "Contact Center User Interface" automatically. This means that the user interface is installed in: "C:\Programs\ Avaya\Customer Interaction Express\Contact Center User Interface" Specifies the host name or TCP/IP number of the PC running the Corba naming service. Specifies the port of the Corba naming service. Port 2809 is the default. Specifies the host name or TCP/IP number of the PC running TTrace. Specifies the port for TTrace. Port 10300 is the default. The Scheduler is not installed during the silent installation of the user interface. If you want to install the Scheduler at the same time you need to use the following argument: ADDLOCAL="Hidden, UserInterface, UI.DE, UI.EN, StatisticScheduler, Sched.DE, Sched.EN" Option /qn /qb Comment Die installation runs entirely in the background. Only the installation progress and errors are displayed. This option is used for nested setups in the UI setup. The entire user interface is installed.
/qf
A_NAMESERVICE_HOST A_NAMESERVICE_PORT A_TTRACE_HOST A_TTRACE_PORT ADDLOCAL
Mandatory Optional Mandatory Optional Optional
Installing the client components Applying settings In a silent upgrade the settings from the existing version are used. Example msiexec.exe /i "Contact Center User Interface.msi" /qb SUITEFILESFOLDER_UI="C:\Programs\Avaya\ CIE silent\" A_NAMESERVICE_HOST="Host_Corba" A_TTRACE_HOST="Host_Trace"
Contact Center User Interface Locales

You do not need any arguments to install the Contact Center User Interface Locales embedded application. Note that you must install the user interface first.
Update Client
You can use the following arguments when installing the Update Client component. File: update client.msi Arguments The table below lists the available arguments. Arguments SUITEFILESFOLDER Required Optional Comments Shows the installation folder. Example: "C:\Programs\Avaya\Customer Interaction Express\" The installation adds "Contact Center User Interface" automatically. This means that the user interface is installed in: "C:\Programs\ Avaya\Customer Interaction Express\Contact Center User Interface" Specifies the host name or TCP/IP number of the update server.
A_UPDATE_SERVER_HOST
Mandatory
Example msiexec.exe /i "T:\NestedSetups\Update Client.msi" /qb A_UPDATE_SERVER_HOST="Host_updater" SUITEFILESFOLDER="c:\tmp\"
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License Client.msi
You can use the following arguments when installing the License Client component. File: license client.msi Arguments The table below lists the available arguments. Arguments ALLUSERS Required Mandatory Comments If 1, the component is installed for all users on the computer, instead of for the current user only. You must use this argument as otherwise other applications may not find the settings made by Setup. ADDLOCAL LICENSEMODEL Mandatory Mandatory If you specify WEBLM2_URL, you MUST also use this argument. The setup also supports LICENSEMODEL=Tenovis. This is not supported in the CIE environment. Specifies the URL of the local license server as needed for an HTTP address. WEBLM1_SERVER can be a TCP/IP address or PC name in the network. If WEBLM1_PORT for the port, the default port 8080 (HTTP default) is used. Specifies the URL of the master license server. Specifies the port for the master license server. The default port is 8080.
WEBLM1_URL
Mandatory
WEBLM2_URL WEBLM2_PORT
Optional Optional
Example msiexec.exe /i "[SourceDir]NestedSetups\License Client.msi" /qb ALLUSERS="1" ADDLOCAL="Avaya_Licensing,SecondUrl" LICENSEMODEL="Avaya" WEBLM1_URL="http:// [WEBLM1_SERVER]:[WEBLM1_PORT]" WEBLM2_URL="http:// [WEBLM2_SERVER]:[WEBLM2_PORT]" WEBLM2_PORT="[WEBLM2_PORT]"
Updating and uninstalling

You can update the client components as needed or uninstall these applications if you no longer need them.
Refreshing views
To update a user interface version with a more recent version, use the bootstrapper. You need a data medium (CIE or network) with the corresponding CIE UI software. The on-screen installation instructions are in English. 1. If you are running the user interface, exit it. 2. For information on the process, see Step 1: Launch the bootstrapper. on page 90.
Changing the settings

To change the settings of a client, you must change the client via the Control Panel. Proceed as follows: 1. Click Start - Control Panel. 2. Double-click Software. 3. Select a component. 4. Click Change. The component installation appears. Follow the instructions. You can change the settings.
Uninstalling components
To uninstall client components, follow these steps. 1. Click Start - Control Panel. 2. Double-click Software. 3. Select a component. 4. Select Remove. You are prompted. 5. Click Yes. The user interface is uninstalled. Note that the uninstalling the application does not uninstall the embedded applications. You must uninstall them separately. 6. Carry out steps 3 to 5 for all client components.
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Installing applications separately

In general, you install the following applications with the user interface installation and the bootstrapper. You can install them separately, however. Base Components (see Base components on page 42 Locales License Client Update client Scheduler
Localization [locales]
You can install languages separately as needed. Language qualifier The first three letters of a file indicate the language. Code pt_ es_ it_ fr_ en_ de_ Installation To install languages separately, follow these steps. 1. If you are running the user interface, exit it. 2. Select the folder with the installation files (CIE DVD or network). 3. Double-click Contact Center User Interface Locales.msi. The installation is initialized. This takes about 3 seconds. The Customer Interaction Express Locales dialog opens. 4. Click Next. You can select the required languages. 5. Click Next. The Ready to Install the Program dialog opens. 6. Click Install. The installation starts. 7. Click Finish. The installation is complete. Language Portuguese Spanish Italian French English German
License client
To install the license client separately, follow these steps. 1. If you are running the user interface, exit it. 2. Select the folder with the installation files (CIE DVD or network). 3. Double-click License Client.msi. The installation is initialized. This takes about 3 seconds. The Customer Interaction Express License Client dialog opens. 4. Click Next. The WebLM Parameter dialog opens. Enter the following settings. Settings Local License Server Port Master License Server Port Comments Enter the host name or TCP/IP number of the local license server. As a general rule, use the default setting port 8080. Enter the host name or TCP/IP number of the master license server. As a general rule, use the default setting port 8080.
5. Click Next. The Ready to Install the Program dialog opens. 6. Click Install. The installation starts. 7. Click Finish. The installation is complete.
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Update client
To install the update client separately, follow these steps. 1. If you are running the user interface, exit it. 2. Select the folder with the installation files (CIE DVD or network). 3. Double-click Update Client.msi. The installation is initialized. This takes about 3 seconds. The Update Client dialog opens. 4. Click Next. The Destination Folder dialog opens. You usually use the defaults. 5. Click Next. Enter the following settings. Settings Host name of Update Server Comments Enter the host name or TCP/IP number of the update server.
6. Click Next. The Ready to Install the Program dialog opens. 7. Click Install. The installation starts. 8. Click Finish. The installation is complete.
Connecting to ACM (Avaya Communication Manager)

Introduction on connecting to ACM
The PBX task server consists of a number of components that provide the required functions for the call center.
Illustration of components
The following schematic illustration shows the components and how they fit together.
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Components for connecting to the Avaya Communication Manager

The following elements are required to connect the Customer Interaction Express system to the Avaya Communication Manager (ACM). ACM PBX driver PBX task server Voice Extension Adapter (VEA) Common Hardware Abstraction Platform (CHAP) Common Hardware Abstraction Platform Sync. Process (CHAP Sync) AES server
ACM PBX driver

The ACM PBX adapts the TSAPI interface and provides an abstract Corba application interface. The interface is used to control and monitor the agent telephones of the PBX ACM. To use the TSAPI interface, you need the Avaya TSAPI client and TSAPI server. The TSAPI client is part of the ACM PBX driver setup and installed on the same PC as the ACM PBX driver. The TSAPI server is part of the Avaya Application Enablement Service (AES). The ACM PBX driver is an independent service and can be installed on a separate PC if necessary.
PBX task server

The PBX task server adapts the telephone-specific behavior of the ACM PBX driver and makes it available to the kernel process and the BLC (Business Logical Components) using the PBX task server interface. The task server interface has a standardized definition for all task servers (voice, email), which prevents the kernel process from having to differentiate between the individual media types and PBX types. The kernel process uses the PBX task server interface to control call routing and agents. The kernel process can use this PBX task server interface to monitor agents and switched on devices. The kernel process is notified of pending topic calls by the PBX task server interface. The kernel process can use the services prepared by the PBX task server to forward topic calls to the correct destinations. Possible destinations for the kernel process are agents, topics (queue devices), announcement scripts and any telephones and lines (external numbers).
The same PBX task server interface is also used by the BLC (UI). The BLC uses the PBX task server interface for 3rd party controlling of assigned agent telephones. Task server services are available for controlling basic telephone functions such as connecting and disconnecting, consultation, holding, call waiting, forwarding, conference and call diversion. Call center-specific 3rd party functions such as job code input (incoming/outgoing), signing on and off of agent groups, switching on wrap-up time and pause are also supported.
Voice Extension Adapter (VEA)

The Voice Extension Adapter (VEA) and Common Hardware Abstraction Platform (CHAP) are required in addition to the PBX task server for preparing the following PBX task server functions. Signaling a topic call Queuing calls on the queue device Switching calls to announcement scripts The VEA controls the call center routing and queuing devices. IP channels are used as routing devices. If a call is pending at a routing device, it is signaled as a route request. The PBX task server notifies the kernel using the PBX task server interface. The VEA receives the call destination determined by the kernel and vector processes from the PBX task server. The following destinations are possible. Available agent Queue without announcement Queue with announcement (VEA/CHAP) Queue with announcement (Voice Control) External destination If a call is switched to a CHAP announcement, the call is routed to one of the VEA queue devices. Queue devices are VoIP channels between the ACM and CHAP. The CHAP feeds the required announcements to the queue device. When a call is switched to a Voice Control announcement script, the VEA initiates the call transfer to a Voice Control channel. The PBX task server and VEA can establish multiple connections in parallel and make them available for allocation to available agents to carry out power and predictive dialer functions. Once the connection has been established and the called subscriber has answered, the connection can be transferred to an available agent.
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Common Hardware Abstraction Platform (CHAP)

The CHAP provides a specific adapter for each telephony interface supported. The adapters are in the form of DLLs. The following adapter is currently available. QSIG over IP The CHAP also lets you play announcements. The announcements are stored in the database and are also available as WAV files. The interfaces can be used by multiple applications based on the CHAP. The CHAP has DTMF recognition.
CHAP Sync
The CHAPSync process connects the database and the CHAP. The CHAP does not have its own database interface. The CHAPSync process registers changes to the CHAP configuration data in the database and forwards the changes to the CHAP. The CHAP writes the data to a local property file.
Terms
The table below shows explains some of the terms used in the following sections. Terms AES server ASA TLink TSTest32 TAC CHAP VEA Explanation The AES server is a media server. This media server establishes the TSAPI connection between the call center and PBX. Avaya Site Administration Application used to configure the PBX. TLink is the logical link between the PBX and AES server. Telephony Services Text Application The TSTest application is based on the Avaya CSTA interface. TAC stands for Trunk Access Code. TAC is the number for a tie line. CHAP stands for Common Hardware Abstraction Platform. VEA stands for Voice Extension Adapter. The VEA is responsible for such tasks as queue announcements.
References to Avaya documentation

For information on setting up the AES server and PBX, see the following documentation. 02-300356 Avaya Application Enablement Services, Installation and Upgrade Guide for a Bundled Server 02-300357 Avaya Application Enablement Services 3.1, Administration and Maintenance Guide Reference The current documentation is available online at: support.avaya.com Administration and System Programming Appl. Enab. Services
ACM features
The following features must be enabled for ACM. ACM Feature - System Parameter Customer Option (ASA) ARS/AAR Dialing without FAC (Feature) ASAI Link Core Capabilities (Feature) IP Trunks (Feature) H.323 Trunks (Maximum) QSIG OPTIONAL FEATURES Basic Call Setup (Feature) Basic Supplementary Services (Feature) Supplementary Services with Rerouting (Feature)
Required licenses for AES

You need the following licenses to use AEC in the CIE system. VALUE_AEC_CONNECTIONS VALUE_TSAPI_USERS VALUE_AEC_SMALL_ADVANCED VALUE_AEC_MEDIUM_ADVANCED VALUE_AEC_LARGE_ADVANCED
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Features that are not supported by the CIE-ACM connection

The following functions are not available for a CIE connected to an ACM. Line reporting and realtime line information Coaching (due to Silent Realtime Information) User numbers in ACM Overriding agent call diversion by ACD calls Multiple ACM task server instances on one PC. Resorting to internal PBX call routing Serial call The reporting counters not supported by the ACM are described in Addendum Customer Interaction Express 1.0 Reporting Counter. Hold announcements Announcements before answering Announcement for direct incoming calls Announcemnet for transferred calls The following functions behave differently when you use an ACM connection than when you use an I55 connection. If a call is routed to a busy external destination, the caller is canceled. The call is not reset in the queue. If you restart the PBX task server, agents who were logged in before you restarted the server are logged out.
Features that you must not activate on the telephone

You are not permitted to activate the following features on the telephone. Call routing Do Not Disturb
Note for the ACM PBX call flow

The number of queues in the ACM PBX is limited by the hardware. Up to 60 queues are possible for each server. Keep this in mind when you are creating a call flow. Examples: Welcome announcement Queue calculation Drop if nothing else is available The channels for the queue are reduced by the channels you use for the welcome announcements.
Quick-start guide
The following tables are a quick-start guide for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users. The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding topic for full instructions.
Make the following preparations. Step Actions with ASA (Avaya Site Administration) or other tools Displaying telephones Test using TSTest32 Setting up the topic Check the routing link Notes
1. 2. 3. 4.
Command: List station Test TSAPI link IP channel routing Command: List cti
Step 2: Setting up the IP tie line

You need IP tie lines for queues, topics and voice controls. To set up an IP tie line, follow these steps.
Step 1. 2. 3.
Action Prerequisites for examples Set up the node name Set up the signaling group
Notes Note that some settings are different in your case. Name of the server and IP address running the CHAP process Command: add signaling group x change signaling group Command: add trunk-group x change trunk group x Command: change dial plan analysis
4.
Set up the trunk group
5.
Change the dial plan
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6. 7. 7.
Change the AAR Set up the route Check the settings
Command: change aar analyses 0 Command: change route-pattern 6 State must be in-service
Optional: OUTCC setup

You have the option of setting up internal OUTCC and external OUTCC.
Step 3: Installing PBX driver, CHAP and PBX task server

Once you have configured the ACM PBX, install the components. Step 1. Action Install the PBX driver Notes Host name of the CORBA naming service Port 2809 Corbaname Host name of Trace system server Port 10300 Host name of the CORBA naming service Port 2809 Corbaname Host name of Trace system server Port 10300 Wireshark setup 3. PBX task server Host name of the CORBA naming service Port 2809 Corbaname Host name of Trace system server Port 10300 Shutting down and restarting the PC All call center processes PBX driver CHAP CHAPSync VEA PBX task server
2.
Install the CHAP
4. 5.
Restart the PC Start the processes
Step 4: Configuration in the UI

To be able to use the ACM PBX, you must carrying out the following configuration in the Configuration module. Step 1. Actions in the Configuration module PBX link Notes PBX tab - Communication Manager under Type - External line - Assignment tab -> VEA Access Code Topics under Service - PBX QueueDevice tab - Start no. and End no. Announcement tab
2. 3.
Access Code Topics For following queue function only: Queue device For following queue function only: Announcement For following queue function only: Announcement scripts CHAP
4.
5.
Announcement script tab
6.
Chap server tab - CHAP adapter - CHAP adapter line Telephone tab - Start no. and End no.
7.
Telephone
To test your settings, set up a task flow set. Step 1. 2. Optional You have the option of setting up the ring tone. Actions in the Taskflow Editor module Ring tone set up Checking the function Notes Create a task flow set with a topic, agent group and agent. Activate the task flow set. Check the function.
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Preparations
The following sections use a few examples to explain how to use the administration and test tools.
Your knowledge
To install the PBX task server and make the necessary settings in the PBX, you must have knowledge of the following topics. Knowledge ACM administration and configuring the AES connection Setting up a call center Comment You can acquire this knowledge through Avaya administration training. You can acquire this knowledge through call center training.
Prerequisites
The ACM PBX is usually started up for the first time by trained Avaya staff. Administrator PC with ASA (Avaya Site Administration). The AE service in the PBX must be configured. The TLink between the ACM and AES server must be set up.
Which telephones are configured?

To determine which telephones are configured, use the Avaya Site Administration (ASA) application. This application is usually installed on the administration PC. Starting and signing on to ASA To start ASA and sign on, follow these steps. 1. Click Start - Programs - Avaya - Site Administration. The ASA application starts. 2. In Workspace right-click the required system. A pop-up menu opens. 3. Select Properties. The System Properties - Switch dialog opens. 4. Under Login, enter the user name and the password. 5. Click Add.
Displaying telephones We recommend restricting the configured telephones for call center operation by numbers, thus assigning them unique identifiers. To display the configured telephones, follow these steps. 1. ASA is started. Click commands. Start Emulation. Under Command, you can enter the required
2. Commands: Command: list station (shows a list of all telephones) Command: list station 100 count 10 (shows a list with ten telephones beginning with the number 100)
Testing
If you know the numbers of the telephones, you can test the function. You do not need a configuration to do so. Prerequisite The ACM PBX driver must be installed. Testing To make sure the telephones function, use the TSTest32 application. This application is installed with the TSAPI driver. Call Proceed as follows: 1. Click Start - Programs - Avaya - Tools - TSTest32. The Telephony Services Text application appears. 2. Select the server. Servers are named according to the following convention: Manufacturer#PBX#Service#AESServer Example: Avaya#ACMSTUTTGART#CSTA#STUTTGARTCTI 3. Under Make Telephone Call, enter the From and To numbers. 4. Click Dial. 5. If the call was successful, the following message appears: Call successfully originated. Dismiss this message box to terminate call. Application for errors If an error occurs, you can track the messages using the Telephony Service Spy for Win32 application. This application is installed with the ACM PBX driver.
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Setting up the IP tie line

This topic explains how to set up an IP tie line in the ACM PBX for a call center system. Setup is described using examples. Note the prerequisites for the examples. In your case, some of the settings may vary from the settings used in the example, such as the name of your PC. QSIG is used as a lower level protocol on the H.323 connections.
IP tie lines for IP topics, queues and Voice Control (VC)

You set up IP tie lines for IP tie lines (trunk group), queues and Voice Control (VC). Setup is described in the following. Setup in the ACM and CHAP is identical, but the general conditions differ. IP topics The number of topics restricts the number range. The number of channels can be greater than the number of topics. It depends on the possible number of calls, for example the maximum number of exchange lines. Example: You want to use a maximum of 10 topics and you have 120 exchange lines. You must restrict the code range to one available digit (e.g. 1981x) and enter 120 channels in the trunk group. Queues The code range must be exactly the same size as the number of possible channels. Example: You want to use 100 queues. You must use at least 2 available digits in the code range (e.g. 197xx) and set up 100 channels in the trunk group. Voice Control (VC) The code range must be exactly the same size as the number of possible channels.
Prerequisites for examples

The examples and illustrations use and assume the following settings. The signaling and trunk group are assigned the identifier 6. This setting must be unique in the system. It is a good idea to use the same identifier for all related devices. The code for CIE queues is 86xxx (86 and three additional digits where the additional digits can be any number). QSIG over IP (H.323) is used as the protocol. Signaling group 6 H.323/QSIG protocol CIE PC with the ccsacm4 elemediatrunk Trunk group 6 Code 86xxx
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Setting up the PC names (node names)

If you have an ACM PBX, you must use name mappings for all assignments to other IP addresses, for example to a CIE PC. You cannot enter IP addresses directly in the respective menus. You must enter all known IP addresses in the node names table. (Open using "change node-names ip"). Note on PC names (case insensitive) PC names are not case sensitive. S8500/S8700 CLAN modules are installed for S8500/S8700 systems. The CLAN modules are the local side(s) of the H.323 connection. You must also enter CLAN modules manually in the node-name ip table. CLAN modules are not set by default. Illustration In the example, the IP address 128.11.111.114 has been entered for the server named ccsacm4. Server ccsacm4 is the server where the CHAP, which serves as an end point, is installed. If you use more than one CHAP, you must enter the servers of all the CHAPs in the nodes table. The table also contains two default settings (default and procr). The procr default setting is the system's (processor's) own IP address. It serves as the local side for H.323 connections in S8300 systems.
Setting up one or more signaling groups

Protocols, specific signaling methods and the hardware assignment or logical assignment (for H.323 the two end points of the IP connections) are configured in the signaling group. Commands add signaling group x (creates a new signaling group) change signaling group (to edit an existing signaling group) Settings You must change the following settings. Setting Trunk Group for Channel Selection Setting 6 Explanation You can only enter this value once the trunk group has been created (see also Setting up a trunk group). 1. Without saving this entry the first time. 2. Create the trunk group. 3. Open the signaling group. 4. Enter and save the value for the trunk group. b for QSIG For an S8300, enter procr. For an S8500/S8700, enter the corresponding CLAN module. Specifies the server name (CHAP is installed) of the end point. Press F5 for help. The default setting is 1720. You can only use this port once, however. Press F5 to display the valid ports in the status line. The port numbers for Near and Far must not be the same, e.g. Near port: 6700 Far port 6701. 1 corresponds to the PBX settings. If the PBX uses other settings for the Codec (such as G.711 alaw), you must set up a separate group. Avaya recommendation for call center solutions. Avaya recommendation for call center solutions.
Supplementary Service Protocol Near-end Node Name
b porcr
Far-end Node Name
ccsacm4
Near-end and Far-end Listen Port
1720
Far-end Network Region Calls Share IP Signaling Connection Direct IP-IP Audio Connections IP Audio Hairpinning
y n n
Leave Max number of NCA TSC and Max number of CA TSC set to 0. Leave Trunkgroup for NCA TSC blank.
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Illustration Once you enter H.323 under Group Type, the display looks like the display below. The figure below shows the settings described in the table.
Codec set
All H.323 trunks to the CIE server must be located in one network region. Settings The following settings are to be used as the Codec set. Setting Audio Codec Silence suppression Frames per pkt Packet size (ms) Media encryption Illustration The figure below shows the settings described in the table. Setting G.711A n 2 20 none Explanation No -
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Setting up a trunk group with signal group assignment

You essentially make the settings for the higher levels of the protocol and channel allocation (bundling). Command add trunk-group x (creates a new trunk group) change trunk group x (to change the settings) Settings You must change the following settings on page 1. Setting Group Type COR TN TAC Carrier Medium Dial Access Setting isdn 95 2 *86 H323 y Explanation Class of Restriction The customer's entry may differ In the example, 2 because two tenants are used In the example, *86 trunk assignment code H.323 -
Illustration The figure below shows the settings described in the table.
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Use the Member Assignment Method to decide whether to assign the channels from the signaling group manually or automatically (see figure below). If you select auto, only the associated signaling group and number of channels is specified, and the list on page 5 is created automatically. We recommend the automatic method since signaling groups and trunk groups are always assigned one-to-one in the CIE. If you select manual, you must enter the individual channels manually beginning on page 5. Illustration The figure below shows the settings.
You must change the following settings on page 2. Setting Service Type Codeset to send Display Supplementary Service Protocol Digit Handling (in/out) QSIG Value-Added Illustration The figure below shows the settings described in the table. Setting tie 0 b enbloc/enbloc y Explanation -
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You must change the following settings on page 3.
Setting Send Name Send Calling Number Format Send Called/Busy/ Connected Number Illustration
Setting y y Private y
Explanation -
The figure below shows the settings described in the table.
You do not need to make any changes on page 4. Illustration The figure below shows the settings described in the table.
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On the following pages (page 5 and following), you must enter the channels along with the assignment to the signaling group (in example 6) if you are not using Member Assignment Method auto. In general, on page 1 you set Member Assignment Method to auto. Illustration The figure below shows the settings in auto mode as described.
Changing the dial plan

You must enter the planned code for the H.323 trunk (in the example 86xxx) in the dial plan analysis with the call type aar (automatic alternate routing). You must configure the aar call type for Voice Control topics, queue devices and channels. You can also group these areas. Command change dial plan analysis Illustration The figure below shows the described settings.
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Changing the settings for AAR (automatic alternate routing)

Command change aar analyses 0 Settings Under aar analysis enter the code (in the example 86xxx). You must also enter the route pattern used (also 6 in the example) and call type lev0.
Setting Route Pattern
Setting Depends on route pattern used lev0
Explanation Reference to the route pattern used
Call Type Illustration
lev0 corresponds to private number plan (PNP)
The figure below shows the described settings.
Setting up a route
You must set up a route that connects the code and trunk group. Command change route-pattern 6 Settings You must change the following settings on page 1. Setting Grp. No FRL TSC CA-TSC Request Numbering Format Illustration The figure below shows the settings described in the table. Setting 6 0 y as-needed lev0-pvt Explanation Enter the assigned trunk group. This entry is important if you enter more than one equivalent route to assign priorities to the routes. Stands for level 0, private.
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Checking the signaling group and trunk group

To check the settings, open the signaling group and trunk group using the status query (status sig 6 or status tru 6 in the example). The state must be in-service. Note for S8300 If it does not work even though all the settings are correct, reset/restart. Illustrations The figures below show the settings to check.
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OUTCC setup (optional)

In order to use the callback feature from the call list in the topic, you must set up external OUTCC and internal OUTCC accordingly.
Dial plan
Set up the code for OUTCC in the dial plan as call type ARS. Example 788 for external OUTCC 789 for internal OUTCC Example of dial plan analysis The figure below shows the described settings.
Setting up external OUTCC

OUTCC is set up with ARS analysis. A sufficient number of digits of the code are entered so that the string is unique and does not conflict with any other entries. The code entered is different for each case. 1. Enter the code digits (dialed string). 2. Enter the relevant lengths. 3. Enter the route. 4. Enter PUBU as the CallType (public unknown corresponds to ISDN unknown).
Setting up internal OUTCC

There are two ways to set up OUTCC internally. Option 1 For option 1, two trunks (e.g., H.323) are set up pointing to each other in crossed pattern. The rest of the setup is the same as for external OUTCC. Option 2 In option 2, the code digits are entered in ARS digit conversion until they are unique, and then the first 8 digits (here) are deleted immediately. Finally, depending on the access code, the whole string is then routed to an extension (Net = ext) or to the system network for further processing via AAR (Net = aar).
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Calling number manipulation

The code numbers for external OUTCC were set up as call type pubu (public unknown), and thus it is possible use public-unknown-numbering in the ACM to configure how it behaves with the calling number (also CPN calling party number). There are three options for configuration. Option 1 You configure nothing for the relevant subscribers (extensions). In this case, the CPN is always completely suppressed. Option 2 The CPN of the subscriber (agent) can be displayed. You must make an appropriate entry for each extension (ranges are possible) and each trunk. Example: For all 18xx subscribers, a four-digit CPN (subscriber number) is transferred for trunks 1 and 10. Option 3 The CPN can be manipulated for one or more subscribers. In this example, the prefix 19812 is added for subscriber 1311 when he uses an exchange via trunk 10. Because a limit of 5 digit places (CPNLen) was set, only these 5 digits are forwarded. In the background with 19812, the topic of agent 1311, for example, is forwarded as a CPN. Note These settings are customer-specific, and you must modify them on a case-by-case basis.
Example of public-unknown numbering The figure below shows the described settings.
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Installing the PBX driver, CHAP and PBX task server

You must install the PBX driver, CHAP and PBX task server components. For information on how to do so, see the following instructions: When you set up the individual components, you will be prompted to choose a complete or customer installation. This manual assumes you always select a complete installation!
Installing the PBX driver

To install the PBX driver, follow these steps. 1. The guided installation is open. Start Avaya ACM PBXDriver. The Welcome dialog opens. 2. Click Next. The Setup Type dialog opens. 3. Use the default setting Complete. 4. Click Next. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming service Port Host name of Trace system server Port Explanation Specifies the host name or TCP/IP address of the OmniOrb server. Specifies the port for accessing the OmniOrb server. 2809 is the default setting. Specifies the host name of the TTrace server. Specifies the port for accessing the TTrace server. 10300 is the default setting.
5. Click Next. The General Settings dialog opens. Enter the following settings. Settings Corbaname Session-ID Explanation This setting is entered automatically. You cannot edit the name. Specifies the session ID of the PBX driver. This session ID is used to specify the assignment between the PBX driver and PBX task server. A PBX driver must always be assigned to a PBX task server. This assignment is always one-to-one. The session ID is usually 0, which is the default setting. Enter the session ID of the PBX task server in the configuration (User Interface - Configuration module). Shows the known TCP/IP numbers of the AES server. Specifies the TCP/IP number or host name (name resolution must be specified) of the AES server. To add a server, enter it in the list and click add to list.
Telephony Server List New Server
6. Click Next. The CSTA Server selection dialog opens.
Connecting to ACM (Avaya Communication Manager) 7. Select one ore more CSTA Server Links. A CSTA Server Link is named according to the following convention: Manufacturer#PBX#Service#AESServer 8. Click Next. The Ready to Install the Program dialog opens. The list shows sample settings. install Feature ACMPBXDriver install Feature AvayaTSAPI InstallDir = C:\Program Files\Avaya\pdbdriver\acm\ NameServer Hostname = vmw2k3 - Port = 2809 Corbaname = pbxdriver_vmw2k3 Session ID = 0 TTraceServer Hostname = vmw2k3 - Port = 10300 Telephony Server = 128.11.141.51 CSTA Server Connect String = AVAYA#STUTTGART01#CSTA#STUAES1 9. Click Install. The component is installed. The installation takes about 10 seconds. The InstallShield Wizard Complete dialog opens. 10. Click Finish.
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Installing the CHAP component

To install the CHAP component, follow these steps. 1. The guided installation is open. Start Avaya Chap. The Welcome dialog opens. 2. Click Next. The Setup Type dialog opens. 3. Use the default setting Complete. 4. Click Next. The General setting dialog opens. Enter the following settings. Settings Hostname of Corba Naming Service Port Host name of Trace system server Port use ORB port (0=default) Explanation Specifies the host name or TCP/IP address of the OmniOrb server. Shows the port of the OmniOrb name server. Port 2809 is the default. Specifies the host name or TCP/IP address of the TTrace server. Indicates the port of the TTrace server. Port 10300 is the default. Indicates the port of the CORBA communication. If you use the default setting 0, then for the CORBA communication an arbitrary port is used. This port is assigned dynamically. If you use a firewall, then you must set the port for the CORBA communication firmly and release the appropriate port in the firewall settings.
5. Click Next. The Ready to Install the program dialog opens. The list shows sample settings. install Feature Chap install Feature ChapSync install Feature AvayaTSAPI InstallDir = C:\Program Files\AvayaChap\ NameServer Hostname = vmw2k3 Port = 2809 DBServer Hostname = vmw2k3 Port = 2809 TTraceServer Hostname = vmw2k3 - Port = 10300 6. Click Install. The installation takes about 10 seconds. 7. Click Finish.
Installing the PBX task server

To install the PBX task server, follow these steps. 1. The guided installation is open. Start Avaya PBX Taskserver. The Welcome dialog opens. 2. Click Next. The Setup Type dialog opens. 3. Use the default setting Complete. 4. Click Next. The General Setting dialog opens. Enter the following settings. Settings Host name of the CORBA naming service Port Host name of Trace system server Port Explanation Specifies the host name or TCP/IP address of the OmniOrb server. Shows the port of the OmniOrb name server. Port 2809 is the default. Specifies the host name or TCP/IP address of the TTrace server. Indicates the port of the TTrace server. Port 10300 is the default.
5. Click Next. The Ready to Install the program dialog opens. The list shows sample settings. install Feature TaskServer install Feature VEA InstallDir = C:\Program Files\Avaya\pbxtaskserver\ NameServer Hostname = vmw2k3 Port = 2809 TTraceServer Hostname = vmw2k3 Port = 10300 6. Click Install. The component is installed. This takes about 10 seconds. 7. Click Finish.
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Installing Wireshark Network Protocol Analyzer (optional)

You can use the Wireshark Network Protocol Analyzer tool for analysis. The installation file is located in the Tools folder. 1. Double-click wireshark-setupX.exe (X stands for the version). 2. Follow the instructions and accept the default settings.
Shutting down and restarting the PC

Once you have installed the components, you must shut down and restart the PC.
Starting processes
After you have restarted the PC, start the following processes. All call center processes PBX driver CHAP CHAPSync VEA PBX task server
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Configuring numbers in the ACM and CIE for open networks

As a rule, closed networks are created. This means that each number (subscriber, access code) is unique in the networked system. However, it is also possible for each location of a company to have the same numbers. In this case, the different locations are dialed using codes, with different codes possible for each location.
What is an open network in the CIE system?

If the exchange header is located in the same system as the CIE system, no special measures are required. If the exchange header is located on a different system than the CIE system, the numbers on the exchange header system and the PBXs of the CIE system may diverge. From the CIE system perspective, only the queue numbers are relevant, as they are transferred unsecured via QSIG forwarding. In all other cases, a secure transfer is used, and with a secure transfer, all destinations must be unique only from the perspective of the CIE systemwhich they must be in any case. If a queue must be forced via forwarding from the topic back to the header system or, for internal calls, to other network systems and re-established by the source system, the queue number must be unique from the perspective of the source system. This means that an access code (node number) must also be configured when the queue is configured. The systems are accessible to each other with this code (node number), and the corresponding routes are created or are yet to be created in the ACM. However, the code must also be assigned to the local system. In this case, the codes in the local system must be hidden again via ARS digit conversion configuration. This configuration is similar to the one described in the topic Internal OUTCC. In order for the CIE system to be accessible by internal subscribers (meaning the entire system network) as well, the node number for the CIE system must be the same in the entire network.
Example
Topic call numbers are 17700 to 17799. The code number for the CIE system is 88. In the CIE system, the QUEs for the range 8817700 to 8817799 are configured as described. The following entry will be generated under ARS digit conversion.
This means that when the string 88177xx (x dont care) is dialed, the first two digits are deleted, and the obtained number, the actual queue number (s) are routed as usual via AAR. For multiple topics, a corresponding number of entries must be generated.
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Configuration in the UI
Prerequisite
To configure the settings in the call center, you must meet the following prerequisites. All processes are starting and running. The CIE UI application is started. You must be logged on as a Service user.
Configuring the PBX link

To configure the PBX link, follow these steps. 1. The Configuration module is open. Click the PBX tab. 2. Click Create. The PBX configuration dialog opens. 3. Enter a name for the PBX. 4. Enter an abbreviation. You can use 4 alphanumeric characters, maximum. We recommend entering an abbreviation. The abbreviation is used to display the PBX at the agent's workstation. 5. You can enter a site. 6. Under Type, select Communication Manager. 7. Select version V3.1. 8. Enter the user name and password for the AES server. 9. Select Assign to CIE. 10. Click Edit... You can assign a name. Use the defaults. 11. Enter the host name of the PBX task server. If the PBX driver is not on the same PC as the PBX task server, on the Properties tab configure the PBX driver name. You can determine the name when you install the PBX driver or in the services. 12. Click the Assignment tab. 13. In the list on the right (Other applications), select [VEA] VEA. 14. Click <<<. The list on the left (Assigned applications) must contain the VEA. 15. Click OK. 16. Click External line. Continued on next page
Connecting to ACM (Avaya Communication Manager) Continued from previous page 17. You must enter the area code, PBX start number, PBX end number and number of local digits (length of internal numbers). If you use three-digit and four-digit internal numbers, enter 4 as the number of local digits. 18. Click OK. 19. Click OK. The PBX link is set up.
Configuring topic access codes

To configure access codes for topics, follow these steps. 1. The Configuration module is open. Under Service, select Access code topics. The Access Code Topics dialog opens. 2. Click Insert. The Access Code - Create dialog opens. 3. Select the PBX. The access code is the first part of the topic number. The full topic number is the access code and the length of the suffix digits. 4. Click OK. 5. Click OK.
Configuring queue devices

If you use queues, you must configure queue devices. Enter the numbers you set up under queue devices/ tie lines (aar). The example uses the numbers 86000 to 86xxx. Proceed as follows: 1. The Configuration module is open. Click the QueueDevice tab. 2. Click Create. 3. Select a PBX. Click OK. 4. Enter the start no. and end no. of the queue device numbers. These numbers are used for the ACM PBX to assign the queue devices. 5. Click OK.
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Supported queue formats

We recommend the following WAV format for the queues. PCM 8,000 kHz, 16 bit, Mono, 16 Kbit/s You can use the following WAV formats. However, they might result in loss of quality. PCM 11,025 kHz, 16 bit, Mono, 21 Kbit/s PCM 16,000 kHz, 16 bit, Mono, 31 Kbit/s PCM 22,050 kHz, 16 bit, Mono, 43 Kbit/s PCM 44,100 kHz, 16 bit, Mono, 86 Kbit/s
Setting up an announcement
If you use queues, you can configure announcements. Proceed as follows: You must have already set up agent groups and topics. 1. The Configuration module is open. Click the Announcement tab. 2. Click Create. 3. Select a PBX. Click OK. The Announcement Text Configuration - Create dialog opens. 4. Enter a name. 5. Select a sound file. 6. Select Interruptible. 7. Select one or more topics. 8. Click OK.
Setting up announcement scripts

If you use queues, you must configure announcement scripts. Proceed as follows: 1. The Configuration module is open. Click the Announcement script tab. 2. Click Create. The Announcement Script - Create dialog opens. 3. Enter a name. 4. Select Insert to insert an announcement in the script. 5. Select an announcement script. 6. Click OK.
Configuring the CHAP (setting up topics and queue devices)

Notes on charges Note that the ringback tone is chargeable if a call from the route device of a CHAP is made to the queue device of another CHAP since the call is transferred. If a call from a topic is transferred to an agent, queue without an announcement or external destination by the CHAP, the subscriber hears a ringback tone and the call is charged. We recommend creating the task flow set to switch the call to the welcome announcement first. The welcome announcement informs the subscriber that the call is chargeable. Configure VEA and CHAP Sync must be running. To configure the CHAP, follow these steps. 1. The Configuration module is open. Click the CHAP server tab. The CHAP process that is started is displayed. 2. Click Edit. The Chap - Edit dialog opens. 3. You can check the host name. You do not need to make any more settings on this tab. 4. Click the CHAP adapter tab. There is one adapter, ACM-QSIG-IP-1. 5. Double-click ACM-QSIG-IP-1. The [CHAP Adapter] - Edit dialog opens. 6. Click the CHAP adapter line tab. 7. Click Create. 8. Enter the start number and end number of the tie line configured in the ACM. 9. Specify the number of channels. Enter the number of channels based on the expected call volume or number of queue positions required (up to 255, the upper limit of channels/trunks in the ACM). You need the corresponding licenses in the ACM (maximum administrated H.323 trunk). 10. Click the CHAP application resource tab. 11. Under Application name, select VEA. 12. Click Create. Continued on next page
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Continued from previous page 13. For CHAP application resource application name VEA, specify the number of channels for the topics or queue devices. You cannot specify all the available channels since channels must be available for transferring calls. To be on the safe side, configure half of the available channels. This ensures that you will always have one channel available for transferring. Since transferring takes only a few seconds, you can exceed the 50% limit. You then have more queue devices available, but in unfavorable conditions, calls may not be able to be transferred. In this case, the caller stays in the queue, and the system tries to transfer the call again, if necessary once it has found a new destination. If there are too few available channels, this scenario can arise too often. If this happens, reduce the number of channels used for queue devices. 14. Repeat steps 7 through 14 for all additional tie lines (topics or queue devices). 15. Click OK. 16. Click OK. 17. Note that the properties for CHAP adapter lines are only displayed once you have saved the data and opened the dialog again. 18. Click the CHAP adapter line tab. 19. Select ACM-QSIG-IP-1. 20. Click Properties. Enter the following settings. The settings correspond to those of the associated signaling group in the ACM. Settings PBXIPAddress Explanation Specifies the IP address of the H.323 Ethernet connection in the ACM. Corresponds to procr in S8300 systems or the CLAN module in larger ACM systems. Specifies the near-end listen port of the associated signaling group in the ACM. The default setting is port 1720. Specifies the IP address of the PC running the CHAP. Specifies the far-end listen port of the associated signaling group in the ACM. The default setting is port 1720. Specifies the range for the ports used by the CHAP for the RTP connections. Ports 12048 to 13028 are set by default. Note that you need 4 ports per channel. If a port is assigned, the next available port is used. Shows the international external line code. The default setting from the PC's country settings is used (00 for Germany). Specifies the country code. The default setting from the PC's country settings is used (49 for Germany). Shows the national external line code. The default setting from the PC's country settings is used (0 for Germany).
PBXSignalPort LocalIPAddress LocalSignalPort LocalRTPPortRange
CountryPrefix CountryCode AreaPrefix
Settings AreaCode PrefixNumber AccessCode 21. Click OK. 22. Click OK. 23. Click OK.
Explanation Specifies the area code (4532 for Bargteheide). Specifies the number of the PBX without extensions (example: 269 for Comergo Bargteheide) Specifies the external line codes in the PBX, separated by commas (e.g. 0,9).
24. You must configure the CHAP adapter line for each IP tie line (IP topics, queues and/or Voice Control) assigned to this CHAP. If you configure a second CHAP adapter line, you must make all the necessary settings.
Configuring telephones
Note The PBX and CIE are not synchronized automatically. Configure To configure telephones, follow these steps. 1. The Configuration module is open. Click the Telephone tab. 2. Click Create. 3. Select a PBX. Click OK. 4. Enter the start no. and end no. for the agent telephones that are used with the ACM and CIE. 5. Click OK.
Checking the function

To test the queues, you need a simple task flow set with a topic, an agent group, an agent and a queue.
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Ring tone setup for CHAP

You must configure the properties of the ring tone for topic calls that do not have announcements in the call flow. The ring tone must also be connected in CHAP, as this is required by QSIG. Ring tone properties You must configure the following settings for the ring tone. Property Name Frequency Volume Duration Pause Example RingTone 425Hz (75%) 960 ms 3840 ms Explanation You must use RingTone. Indicates the frequency in Hertz. Specifies the volume as a percentage of the maximum level. Indicates the length of the ring tone in milliseconds. Indicates the length of the pause following the ring tone in milliseconds.
Format You must use the following format to specify the ring tone. You must use a colon (:) after the frequency. You must use a plus (+) sign between the times. You can press the + key several times for signal-pause times. Example 1: 425Hz:960ms (75%)+3840ms You can also specify a mixture of frequencies (two frequencies). You must separate the two frequency values with a forward slash (/). Example 2: 425/833Hz:960ms (50%)+3840ms Ring tone set up Proceed as follows to configure a ring tone. 1. The Configuration module is open. Click the CHAP server tab. The CHAP process that is started is displayed. 2. Click Edit. The Chap - Edit dialog opens. 3. Click the CHAP adapter tab. 4. Double-click ACM-QSIG-IP-x. The [CHAP Adapter] - Edit dialog opens. 5. Click the Properties tab. 6. Enter the respective settings under Content. Use the specified format. 7. Click OK. 8. Click OK.
Examples The table below shows examples for a number of countries.
Country Germany United States United Kingdom
Description 425 Hz tone for 1 second and 4 seconds pause Dual frequency tone (440 and 480 Hz) for 2 seconds and 4 seconds pause Dual frequency tone (400 and 450 Hz) for 0.4 seconds, 0.2 seconds pause, same tone for 0.4 seconds and 2 seconds pause Dual frequency tone (440 and 480 Hz) for 2 seconds and 4 seconds pause Dual frequency tone (400 and 450 Hz) for 0.4 seconds, 0.2 seconds pause, same tone for 0.4 seconds and 2 seconds pause
RingTone value 425Hz:1000ms + 4000ms 440/480Hz:2000ms + 4000ms 400/450Hz:400ms + 200ms + 400/ 450Hz:400ms + 2000ms
United States (reduced volume) United Kingdom (enhanced volume)
440/480Hz:2000ms (25%) + 4000ms 400/450Hz:400ms (75%) + 200ms + 400/450Hz:400ms (75%) + 2000ms
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Connecting Voice Control to an ACM

For information on connecting Voice Control to a PBX, see the following topic: Configuring Voice Control when connecting to an ACM on page 209
Load sharing
If you need to use additional servers because of the large number of requests to the existing system (many calls or agents or more queue devices needed), you can use an additional server to handle additional load.
Installed components on a separate server

You must install the following components on a second server. Setup installation variant components Base components CHAP Complete CHAP, CHAPSync PBX task server Custom VEA (PBX task server is not required) You must include the installed services (CHAP, CHAPSync and VEA) in the installed watchdog or set the service start type to automatic. This ensures that the processes are started automatically when the server is restarted.
Configuration
After the applications have started, they appear in the CIE UI in the Configuration module. 1. Open the CHAP server tab. You must configure the new applications for route and queue devices as for the first CHAP. You can have cross-CHAP topics (route devices) and queue devices. 2. Under PBX, edit the PBX task server (ACM). 3. Click the Assignment tab. The new VEA appears on the right side. Move the new VEA to the left side. This assigns the VEA to the task server. 4. Select [VEA] and click Edit. Assign the VEA a unique name to facilitate orientation during administration. 5. You must set up the corresponding tie lines (H.323) in the ACM for the second CHAP.
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Connecting to I55
Connecting to I55
Quick-start guide
You can connect an I55 PBX using an ISDN card and the Module Manager, or use an I55 with L02. The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users. The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding topic for full instructions.
Connecting an I55 PBX with L02

To connect an I55 PBX with L02, carry out the following steps. Step 1. 2. Action Install the I55 task server Connect to L02 Notes Host name of the CORBA naming service Host name of Trace system server Configuration module PBX tab Version PBX access
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Connecting an I55 PBX using an ISDN card

To connect an I55 PBX using an ISDN card, carry out the following steps.
Step 1. 2.
Action Install the I55 task server Install the ISDN card
Notes Host name of the CORBA naming service Host name of Trace system server Physically install the card Install Europa European ISDN (DSS1) Update the driver Check Digital subscriber (DITN) with ETSI,0 protocol Telephony (TLP) and data (DAT) services BCAG Installation I33/I55 CSTA (CTI server,ACD,CallCenter) BCAG number Port: 5679 User: HEIKE Password: ACCESS MMSPY Check the type of start and set reactions upon service failure telnet open <Host name> 5679 Log file Configuration module PBX tab Version External line TaskServerName
3.
Connect to PBX
4.
Install the Module Manager
5.
Preconfiguration for Module Manager
6.
Configure the PBX
Optional: DSPF controller

If you want to transfer announcements to the I55 PBX, you must install the DSPF controller.
Connecting to I55
Installing the I55 task server

To connect an I55 PBX to a CIE system, you must install the I55 task server.
Prerequisites
You must first install all necessary components except the I55 task server.
Installation
To install the I55 task server, follow these steps. Use the guided installation as usual. 1. The guided installation is started. Select I55 task server. 2. Click Install. The Welcome dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select accept the terms in the License Agreement. 5. Click Next. The Choose Setup Type dialog opens. 6. Click Complete. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Port Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server. Port 10300 is the default setting. You cannot edit this entry.
7. Click Next. The Ready to Install dialog opens. 8. Click Install. This takes about five seconds. 9. Click Finish to complete the installation.
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Connecting to L02
You can also use a PBX with L02. Pay attention to the prerequisites, restrictions and especially the procedure and configuration settings. For security reasons the kernel process (CIE server) and L02 PBX are connected using SSL. In L021 and later you can have more than one TCP/IP connections (2 is a good idea).
Prerequisite
A PBX with L02 must have a connection with the customer network. The ACB requires an IP address in the customer network. The CIE server accesses the PBX with L02 using TCP/IP. For multi-module PBXs the ACB is used with IVL as TCP/IP access.
Configuring the PBX in the user interface

To connect a PBX you must configure the PBX in the Configuration module in the user interface. Please note the underlined information in particular. Proceed as follows: 1. Start the user interface as normal. In the user interface, open the Configuration module. 2. Click the PBX tab. 3. To create a new PBX, click Create. 4. Enter the settings. 5. You must select the correct version, L02 or L021. 6. You can now edit the User name and Password fields. Enter the user name in both fields. 7. Click Access. 8. In the Host name field, enter the TCP/IP address of the ACB (IVL) (example: 128.11.141.18). 9. Change the default setting for the port. You must enter 6555 as the port. 10. Make the other settings as usual.
Connecting to I55
Access is not working

The connection is made using SSL. During installation the respective files are copied to the folder of the CIE server. Make sure the Program Files/Avaya/ContactCenter folder contains these files. SERVER.PEM CTI.PEM KEY.DAT
CTI connection is interrupted

To prevent the CTI connection from being interrupted, carry out the following measures. On the I55 PBX, switch on the KAC (Keep Alive Check) feature (in L02 and in E07V08 and higher). Start the I55 task server with -clc 30 (currently not supported)
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Installing the ISDN card

You need an ISDN card with full CAPI 2.0 32-bit support for accessing the I55 PBX. The following instructions refer to an Eicon DIVA Pro ISDN card. For instructions on connecting to a PBX with L02, see: Connecting to L02 on page 158
Installation
Install the ISDN card as specified by its manufacturer. Use the default settings of the ISDN card. If you are using a PBX with L02, you do not need an ISDN card.
Which ISDN cards can you use?

Use one of the following ISDN cards. Operation with other ISDN cards (e.g., AVM card) is not guaranteed. If you install all components on the CIE server, you must use the corresponding server cards. Operating systems: Windows 2000, Windows XP (IF-PC) Diehl-ISDN-(EICON)DIVA 2.01 Diva Pro PCI or DIVA Pro 2.0 Operating system: Windows Server 2003 (CIE server) Diva Server 4 Bri-8M 2.0 (4 ports, 8 channels) Diva Server BRI-2M 2.0
Connecting to I55
Installation
The operating system recognizes the ISDN card automatically and starts the correct installation. 1. You must select the correct protocol. In Europe, select Europe European ISDN (DSS1). 2. Click Next. 3. You must enter the number of B-channels used. You usually use one B-channel. You do not have to make further settings. 4. Click Next. The installation of the ISDN card is finished. You find the ISDN card in the Device Manager under Network adapters. Double-click the ISDN card to see its properties.
Updating the drivers

Since the drivers included with Windows are outdated, you must update them. To do so, use the installation CD that comes with the ISDN card. Driver Diva Client Version 3.1 or higher Diva Server Version 6.3 or higher ISDN card Eicon DIVA 2.01 or Eicon DIVA Pro 2.0 Eicon 4Bri-8M 2.0 or Diva Server BRI-2M 2.0
If the installation CD provided is older, you can download updates from Eicon at: http://www.eicon.com
Checking the ISDN card

You can use the acopy2 program to make sure the ISDN card functions. The acopy2 program is located in the \EICON\DIVA folder. To check the function, follow these steps. 1. Open a command prompt (DOS box). 2. Enter the following command and press ENTER. acopy2/serv 3. Open a second command prompt (DOS box). 4. Enter the following command and press ENTER. acopy2 /num #Rufnummer: 5. Please note that ETSI,0 has to be set in the PBX for the protocol of the connecting device.
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Checking the CAPI driver

Proceed as follows to check the CAPI driver. 1. Open Computer Management. 2. Select Device Manager. 3. In View menu select Show hidden devices.
4. The CAPI driver [CAPI 2.0 driver] must be listed in the Non-Plug and Play Drivers folder. 5. Double-click the driver to see its settings.
Where to get further information?

For more information, see: http://www.eicon.com
Connecting to I55
Connecting the PBX

The CIE server is connected with the I55 PBX using the ISDN S0 card.
Module in the PBX

The PBX must have a DS0 or DT0 module.
ISDN connection configuration

The following table shows the pinout of the ISDN S0 jack.
S0 jack ISDN assignment
Pin 1 A v a i l a b l e A v a i l a b l e 2 A v a i l a b l e A v a i l a b l e 3 a2 4 a1 5 b1 6 b2 7 A v a i l a b l e A v a i l a b l e 8 A v a i l a b l e A v a i l a b l e
System
RX A
TX A
TX B
RX B
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PBX configuration
You must configure the following settings for the I55 PBX. You must configure the CIE server as a digital subscriber (DITN) with the ETSI,0 protocol. Enable the Telephony (TLP) and Data (DAT) services. Both B-channels must be enabled. Configure the digital subscriber. Configure the BCAG access. Write down the number. You need the number for installing the CIE server.
Measures to prevent the PBX from connecting to the data network and vice versa
The CIE server is connected to the PBX using one or more S0 interfaces. The connection from the CIE server to the BCAG is established using a code with the BCA. This establishes the data connection necessary for operating the CIE system. If not all B-channels of the S0 interfaces are busy or are not busy all the time, the potential exists for them to be misused. To prevent misuse, take the following precautions.
Prevents connections Action from PBX to the data network Yes No Yes Yes from the data network to the PBX Yes Yes Yes No
Configure all S0 interfaces in the PBX for all "full restricted" services. Specify a separate dial group for the S0 interface that contains only the BCA dial selector. Create the traffic prevention to allow S0 interfaces to connect only to the BCAG. Set up the S0 interface numbers so they cannot be reached using dial evaluation(s).
Connecting to I55
Module Manager (Communication Manager)

Module Manager (Communication Manager) Version 4.401 is used.
Note
If a Module Manager is already installed, delete it before you install the Module Manager (Communication Manager).
PBX with L02

If you are using a PBX with L02, you do not need a Module Manager.
Preparations
You need the following information when you install the Module Manager (Communication Manager). Be sure to have this information at hand before starting installation. BCAG number User name Password
Installation
To install the Module Manager (Communication Manager), follow these steps. 1. The guided installation is started. Click ComMan. 2. Click Install. The installation program starts. 3. Select a language, e.g. English. 4. Click OK. The Communication Manager Installation dialog box opens. 5. Click Next. The Select destination dialog opens. The components of the Communication Manager are copied to the folder you specify. Use the default setting. 6. Click Next. The Select Program Folder dialog opens. Use the Communication Manager default as the program folder. 7. Click Next. The ISDN adapter type dialog opens. 8. Select the correct ISDN adapter type, e.g., 8 B-channels (AVM C4M; Eicon Diva Server 8B). Continued on next page
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Continued from previous page 9. Click Next. The Select B-Channels dialog opens. Select the B-channels that are used by the Communication Manager. The B-channels are only used when Use both B-channels is selected.
10. Click Next. The Select access network dialog opens. Select the access types to be supported by the Communication Manager. You must select the following option for CIE: I33/I55 CSTA(CTI-Server,ACD,CallCenter). You must clear all other selections . You must then proceed to configure the parameters for the various access types. 11. Click Next. The Configuration CSTA for PABX I33xE dialog opens. Continued on next page
Connecting to I55 Continued from previous page 12. The Communication Manager establishes the connection between the I33xE PBX and an application. In the Interface to standard applications (e.g., ACD, CallCenter) field, enter the access data: Enter the BCAG number of your PBX as access number. Enter 5679 as the port for the CIE. Enter HEIKE as the user. Enter ACCESS as the password.
13. Click Apply. Only then will the data be used. 14. Click Next. The Trace system dialog opens. Use the default setting MMSPY. 15. Click Next. The files are copied. A command prompt (DOS box) is opened. The installation takes about one minute. The Communication Manager Installation dialog box opens. 16. Click Finish. The installation is complete.
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Preconfiguration for Module Manager (Communication Manager)

Once you have installed the Module Manager (Communication Manager), configure the following settings.
Check the type of start and set reactions upon service failure
After you restart your PC, the Communication Manager should start automatically. Check the start type. You must also set the reactions upon service failure. 1. Click Start - Settings - Control Panel - Administration. 2. Double-click Services. The list must contain the Communication Manager. 3. Double-click the Communication Manager service. The properties are displayed. 4. Check if Automatic is set as start type. 5. You must change the following settings on the Restore tab.
First failed attempt: Restart the service Second failed attempt: Restart the service. 6. Click Apply to save your settings.
Connecting to I55
Changing the configuration

To change the Module Manager (Communication Manager) configuration, for example to change the BCAG no., number of B-channels, etc., restart setup and enter the changes in the correct dialog box.
Checking the connection with the PBX

You can check whether a connection with the PBX has been established. 1. Open a command prompt (Dos box). 2. Enter the command telnet 3. Enter the command open <Host name> 5679 4. Use either the name or the TCP/IP address as the host name. 5679 is the port used by the Communication Manager. 5. If there is a connection, the entries are deleted and there are no further messages. 6. If there is no connection, the following error messages may appear: Unable to connect to host or Connect failed 7. In this case, check the connection and settings. Make sure the digital subscriber is using the ETSI,0 protocol.
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Creating a log file

You can use the Module Manager (Communication Manager) to create a log file. This file logs the actions of the Communication Manager. The development department can analyze this log file. Please note that the storage capacity needed for this log file increases continuously. Either delete the file from time to time or use the start parameter only temporarily. 1. To create a log file you must stop the Communication Manager service. 2. Enter -o as the startup parameter. 3. Restart the Communication Manager (Start). The Communication Manager creates a log file called modman.log. The file is located in the Module Manager folder (...\system32).
Connecting to I55
Configuring the PBX in the user interface

In the user interface, use the Configuration module to configure to settings for the PBX. Start the user interface as normal. Configure the country settings and the settings for the PBX.
Country Settings
The Configuration module is open in the user interface. 1. Click the Country settings tab. 2. Click Create. 3. Enter the respective settings. 4. Click OK to save your settings.
PBX
The Configuration module is open in the user interface. 1. Click the PBX tab. 2. Click Create. 3. Enter the respective settings. As the Type, select I55 and the correct Version, either E07 or E071. 4. Click External line. Enter the respective settings. 5. Click OK to save your settings. 6. In TaskServerName click Edit. 7. Enter the host name of the PC running the I55 task server. 8. Click OK to save your settings. 9. Click OK to save your settings.
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DSPF controller
If you want to transfer announcements to the PBX, you need the DSPF controller application. You usually install the DSPF controller application on an interface PC or a separate PC. Note: Setup does not fully install the driver for the VTB. When you connect the VTB, the operating system automatically detects the new hardware and begins the driver installation. A dialog window prompts you to enter the path for the driver files. The files are in the directory where you installed the DSPF controller.
Application
For further information see the DSPF controller user manual.
Installation
To install the DSPF controller, follow these steps. Setup does not fully install the driver for the VTB. Use the guided installation as usual. 1. The guided installation is started. Select DSPF Controller. 2. Click Install. The Welcome dialog opens. 3. Click Next. The End User License Agreement dialog opens. 4. Select accept the terms in the License Agreement. 5. Click Next. The Choose Setup Type dialog opens. 6. Click Complete. The General Settings dialog opens. Enter the following settings. Settings Host name of the CORBA naming Service Port Host name of Trace system server Port Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. As a general rule, use the default port 2809. Specify the host name or TCP/IP number of the PC running the trace server. Port 10300 is the default setting. You cannot edit this entry.
Connecting to I55 7. Click Next. The Ready to Install dialog opens. 8. Click Install. The installation takes several seconds. 9. Click Finish to complete the installation.
Connecting the VT box

Setup does not fully install the driver for the VT box. When you connect the VT box, the operating system detects that the new hardware has been detected. You must install the correct driver. Follow the instructions. The driver is in the DSPF controller folder.
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Starting Voice Control for the first time

Using Voice Control with a connection to an ACM
Illustration: Voice Control in the CIE system
The following schematic illustration shows the structure of the CIE system and its necessary components. Taskserver Extension Voice Control server ivr.exe CHAP Adapter
Taskserver CIE server
CHAP ACM QSIG IP H323 CAPI CAPIL2 TAPI TSAPI
Protocol: QSIG IP
PBX
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Mode of operation
The CIE server is connected to the PBX using a TSAPI interface. CORBA connects the Voice Control server to the CHAP process, which abstracts the configured routes to the PBX. The CHAP is connected to the PBX using VoIP (QSIG). A CORBA connection from the CIE server and the Voice Control server to the task server process is used to control the Voice Control processes. Parallel to this connection, the Voice Control server can access the CIE system database using CORBA. The Voice Control server (ivr.exe) controls the announcement channels. Configuration and IVR scripts are saved in the CIE database. All IVR scripts are created with the IVR Editor module and saved to the database in XML format. During the initialization of the ivr process the IVR scripts are loaded from the database and converted from XML. The respective objects (script classes) are created. In addition, the CIE system is informed about all loaded IVR scripts via the CORBA interface. If the CIE system wants to start an IVR script, it triggers the Voice Control server (ivr.exe) using the CORBA interface of the task server. The Voice Control server can then start and process the IVR script. The CIE system informs the Voice Control server of any errors and whether the IVR script was processed successfully.
Processes when starting a CIE system with Voice Control

The following table shows the processes when you start a CIE system with Voice Control. Action in the CIE system (Starts) License server Database server LNA server Task Server Manager Taskserver CHAP CHAP Sync VEA Voice Control reaction -
Action in the CIE system (Starts) Voice Control-Server
Voice Control reaction Reads licenses (licenses for the ports are allocated) Connects to the database and reads data Connects to CHAP Creates scripts and endpoints Creates audio ranges (TTS, ASR) Connects to the task server
Kernel Vectors Activate CallFlow-Set
Connecting to the PBX

The Voice Control server is connected to the PBX via the CHAP and QSIG IP adapter.
Special aspects
Voice Control has the following special aspects. Voice Control can reject a script start. No telephony elements that affect the connection can be used with scripts of the type Announcement and Welcome announcement because calls cannot be routed. Voice Control rejects calls if all available ports are busy.
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Using Voice Control with a connection to an I55

Illustration: Voice Control in the CIE system
The following schematic illustration shows the structure of the CIE system and its necessary components.
VU manager Voice Control server ivr.exe ISDN card CIE server vu.exe
S2M S0 T0 S0 (CSTA protocol)
PBX
Mode of operation
The CIE server is connected to the PBX using an S0 or S2M. The CSTA protocol is used as control protocol between the two components. The Voice Control server is connected to the PBX using ISDN connections. The CIE server and Voice Control server are connected by a socket connection to control Voice Control processes over the Ethernet. Parallel to this connection, the Voice Control server can access the CIE system database using CORBA. The Voice Control server (ivr.exe) controls the announcement channels on the ISDN card. Configuration and IVR scripts are saved in the CIE database. All IVR scripts are created with the IVR Editor module and saved to the database in XML format. During the initialization of the ivr process the IVR scripts are loaded from the database and converted from XML. The respective objects (script classes) are created. All loaded IVR scripts are reported to the CIE system using the CIE socket interface. If the CIE system wants to start an IVR script, it triggers the Voice Control server (ivr.exe) using the CIE socket interface. The Voice Control server can then start and process the IVR script. The CIE system informs the Voice Control server of any errors and whether the IVR script was processed successfully.
Processes when starting a CIE system with Voice Control

The following table shows the processes when you start a CIE system with Voice Control. Action in the CIE system (Starts) License server Database server LNA server Voice Control-Server Voice Control and VU Manager reaction Reads licenses (licenses for the ports are allocated) Connects to the database and reads data Starts the CAPI Creates scripts and endpoints Creates the socket interface for the VU Manager Task Server Manager Kernel Reads the IVR configuration (name, status of the IVRs and number, status of ports) Reads the IVRs Saves the script names and voice mails
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Action in the CIE system (Starts) I55 task server VU manager Vectors Activate CallFlow-Set
Voice Control and VU Manager reaction -
Connecting to the PBX

You can use up to 2 ISDN cards (4 S0 or S2M ports) to connect the Voice Control server to the PBX.
Special aspects
Voice Control has the following special aspects. Voice Control can reject a script start. No telephony elements that affect the connection can be used with scripts of the type Announcement and Welcome announcement because calls cannot be routed. Voice Control rejects calls if all available ports are busy.
Quick-start guide
The following tables are quick-start guides for the respective topics.
Please note the requirements. Carry out the preparations first. Step 1. Action Install the ISDN card Notes Only required for I55.
Install the components as described.
Step 1. 2.
Action Install the ISDN card driver Install base components if necessary Install Voice Control
Note Only required for I55. If no base components are installed on the PC running Voice Control, you must install them. See Base components on page 42. Settings: Host name of the CORBA naming service Host name of the TTrace system server Type of PBX CTI settings
3.
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Step 4.
Action If necessary, install ASR
Note If you are running OSR 3.0 and the license server on different PCs, you must deactivate the 3rd Party Licensing Components option. Following installation, you must copy osr.lic to [INSTALLDIR]\flexlm\license folder, where [INSTALLDIR] stands for the OSR 3.0 installation path. RealSpeak 4.0: If you are running RealSpeak 4.0 and the license server on different PCs, you must deactivate the 3rd Party Licensing Components option. Following installation, in the environment variables under SSFT_TTS_LICENSE_SERVERS, you must replace localhost with the name of the PC running the license server. Following installation, you must copy realspeak.lic to [INSTALLDIR]\flexlm\license folder, where [INSTALLDIR] stands for the RealSpeak 4.0 installation path. Note: If RealSpeak 4.0 and OSR 3 are licensed together, you must use the OSR 3 license server.
5.
If necessary, install TTS
Step 3: Configuration and startup

To start up Voice Control, follow these steps. Step 1. Action Configure VU Notes Settings: Name PBX Type Interface version Host TCP port no. (54321 for I55) Mail server Default script Line allocation (for I55) 2. 3. 4. 5. 6. Allocate number Assign a Voice Control to a task server Start Voice Control If necessary, create IVR Script If necessary, create a task flow set. Only required for ACM. Only required for ACM. -
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Prerequisites
To run Voice Control, you must meet the following prerequisites.
Hardware
You must have at least the following hardware for a CIE server with Voice Control. See the following topic for the prerequisites: CIE requirements on page 27 Additional equipment You also need 256 MB RAM for each additional language. ISDN cards if necessary
PBX
You can use Voice Control with one of the following PBXs. I55 ACM
Mail server and mailboxes

To use the Send voice mail as email feature in IVR Editor, Voice Control requires a mail server with SMTP access and the correct mailboxes.
Supported WAV formats

We recommend the following WAV format for Voice Control. PCM 8,000 kHz, 16 bit, Mono, 16 Kbit/s You can use the following WAV formats. However, they might result in loss of quality. PCM 11,025 kHz, 16 bit, Mono, 21 Kbit/s PCM 16,000 kHz, 16 Bit, Mono, 31 Kbit/s PCM 22,050 kHz, 16 bits, Mono, 43 Kbits/s PCM 44,100 kHz, 16 bits, Mono, 86 Kbits/s
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Licensing
A license server allocates the necessary licenses for Voice Control. When you start applications, they request the relevant licenses from the license server.
License server
You need a license server. For installation and operation information, see the relevant user manual.
License Client
You need a license client. You must install the license client (See License client on page 44.). Following startup, you must enter the name of the license server.
Licenses
The respective files (*.ltx) contain the licenses. You need the following licenses for Voice Control. License VALUE_CIE_IVR_CON VALUE_CIE_IVR_PORT Explanation You need a license for Voice Control. You need a license for each port. Voice Control only recognizes ports that are set up and licensed. This does not mean that only as many IVR scripts can run as ports are available. IVR scripts can continue to run following a disconnection, but the original port is available for new connections. If fewer ports are licensed than set up, the excess connection requests are canceled. When you start Voice Control, the number licenses allocated does not exceed the number of ports set up for Voice Control. If you install additional licenses, you must restart Voice Control. If you run multiple Voice Control systems in parallel, each Voice Control allocates the number of licenses it requires. VALUE_CIE_IVR_ASRPORT You need a speech recognition license for each port. Speech recognition licenses behave the same way as the VALUE_CIE_IVR_TTSPORT license.
License VALUE_CIE_IVR_TTSPORT
Explanation The licenses for TTS (VALUE_CIE_IVR_TTSPORT and VALUE_CIE_IVR_TTSLANG) are not allocated until they are needed (when a script element needs TTS) and are then made available immediately afterwards. The possible number of TTS elements that can work in parallel therefore determines the number of licenses. This number usually equals the number of ports. You need a VALUE_CIE_IVR_TTSPORT license for each port you want to use with TTS. This allows you to use one language for TTS. If you want to use additional languages, you need VALUE_CIE_IVR_TTSLANG licenses for the additional languages. The number of VALUE_CIE_IVR_TTSLANG licenses you need equals the number of ports * number of additional languages. When a TTS element becomes active, a VALUE_CIE_IVR_TTSPORT license and x VALUE_CIE_IVR_TTSLANG licenses are allocated, where x equals the number of additional languages. Example: If you have a system with 30 ports and 3 languages, you need 30 VALUE_CIE_IVR_TTSPORT licenses and 60 VALUE_CIE_IVR_TTSLANG licenses (due to the 2 additional languages). Each active TTS element allocates one VALUE_CIE_IVR_TTSPORT license and 2 VALUE_CIE_IVR_TTSLANG licenses for the duration of its runtime.
VALUE_CIE_IVR_TTSLANG
See VALUE_CIE_IVR_TTSPORT
Installing new licenses during operation

If you install additional licenses while Voice Control is running, you must restart Voice Control.
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Installation files
You need data media with the correct files for Voice Control and for ASR and TTS.
Folder for Voice Control

You can find the installation files on the DVD for CIE. The following table shows an overview of folders for Voice Control. Folders Voice Control\Docu Voice Control\Docu\Example Scripts Voice Control\Docu\Sybase SQL Voice Control\Docu\Tools Voice Control\Voice Control Server 3rdPartySW\Drive_ISDN Cards ..\Docu Eicon Cards Eicon V-4BRI Eicon V-PRI/E1/T1 Contents Contains documentation for Voice Control. Contains example scripts. Contains SQL scripts. Contains tools. Contains the Voice Control installation. Contains the drivers for the ISDN cards. The Docu Eicon Cards folder contains the documentation for the Eicon cards. The Eicon V-4BRI folder contains driver for the Eicon V-4BRI ISDN card (for I55 only). The Eicon V-PRI/E1/T1 folder contains the drivers for the Eicon V-PRI/E1/T1 S2M card (for I55 only).
ARS and TTs

The setup files for ASR and TTS along with the languages are on a separate DVD.
Installing S0 ISDN cards (I55)

To connect to an I55, you can use the following S0 ISDN cards: Eicon V-4BRI
Physically installing the ISDN cards

Install the ISDN cards in the PC as specified by the manufacturer.
Installing the ISDN cards

To install the ISDN card, follow these steps. The operating system recognizes the ISDN card automatically and starts automatic hardware recognition. 1. The Wizard for searching for new hardware opens. Select Install from a list or specific location (for advanced users). Click Next. 2. In the Please choose your search and installation options dialog, select Include this location in the search. Clear all other options. 3. Insert the CIE DVD in the drive and specify the path for the driver files. Click Next. 4. The ISDN switch type or D-channel protocol dialog opens. Accept the default setting and click Next. 5. The ISDN Multiple Subscriber Numbers (MSN) dialog opens. Accept the default setting and click Next. 6. Click Finish to end the installation. 7. Restart the computer. Note: Once you have installed the driver, copy the adapter.cfg file to C:\Winnt\System32\Drivers\disdn. The file is on the CIE DVD in the ISDN cards drivers folder.
Checking the CAPI driver

To check the CAPI driver, follow these steps. 1. Open Computer Management. 2. Select Device Manager. 3. The network adapters list must contain Eicon V-4BRI. 4. Double-click the driver to see its settings.
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Where to get further information?

For more information, see: www.eicon.de
Which is ISDN card 1 and which is ISDN card 2?

You can install two 4 S0 port ISDN cards (PCI) in your PC. A maximum of 2 times 4 (8) S0 connection are available. This corresponds to 16 B-channels. The assignment between the eight S0 connections on the PBX and the eight ISDN controllers in your PC and thus the eight S0 connections on the two cards is determined as follows: The top ISDN card is ISDN card 1. The card underneath is ISDN card 2. Whether the PCI bus is numbered from top to bottom or vice versa depends on the manufacturer. The settings apply for a Fujitsu Siemens PC. The photo below shows two installed ISDN cards. ISDN card 1
ISDN card 2
Which is controller 1 on the ISDN card and how do I need to wire it?
The sequence of controllers on Eicon BRI ISDN cards is from right to left when you look at the Western sockets of the ISDN card. The following photo shows the ISDN card and the order of the controllers. Wire ISDN card 2 the same way.
Controller 1 for port 1 and port 2
Uninstalling the ISDN card

To uninstall the ISDN card, follow these steps. 1. Double-click the My Computer icon on your screen. The My Computer dialog opens. 2. Double-click the Control Panel icon. The Control Panel dialog opens. 3. Double-click the Hardware icon. The Hardware Wizard dialog opens. 4. Click Next. The Select hardware option dialog appears. Select Uninstall or remove device. Click Next. 5. The Select a method for removing the hardware component dialog opens. Select Uninstall device. Click Next. 6. The Devices installed on this computer dialog opens. Double-click Eicon V-4BRI. 7. The Uninstall device dialog opens. Select Yes, uninstall this device. Click Next. 8. The ISDN is uninstalled. 9. Repeat the process for the second ISDN card.
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Configuration PBX I55 for S0

You must configure the user access for the voice unit with S0 interface. You need e.g. a DS0 slide-in card.
Configuring the ICU data for the digital S0-user

You configure the digital S0-user with the ICU-Editor as usual. You must make the following settings. S0 mode: Point to Point (PTP) Protocol: ETSI
Features
ANLM: You must set the PBX feature "RZA". AOLM The following connecting device features are important for running a voice unit with an I55 PBX. AOLM IVR IVRVU Explanation The feature IVR (Interactive Voice Response) must be enabled. To be able to distinguish different functional variants of a voice unit, the following features can be set in addition. Variant Voice Unit (multi B-channel) The VU can have independent connections on each B-channel. Each connection can use Hold/Retrieve and Call Transfer (ECT). The B-channels are assigned by the ISDN card of the IVR. IVRVC Variant Voice Control (Call Center) The voice unit (VU) is connected with the Call center server via IP. The setup of the PBX contains a Call ID (for script selection). IVRML Variant Voice Mail Last Redir. User (voice box) The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the last diverting subscriber is used. IVRMF Variant Voice Mail First Redir. User (voice box) The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the first diverting subscriber is used. If none of the variants IVRML or IVRMF is active (AOLM), no redirecting address is sent. Both variants must not be active (AOLM).
Installing S2M ISDN cards (I55)

To connect to an I55, you can use the following S2M ISDN cards: Eicon V-PRI/E1/T1
Physically installing the S2M card

Install the ISDN cards in the PC as specified by the manufacturer.
Installing the S2M card

To install the S2M card, follow these steps. The operating system recognizes the S2M card automatically and starts automatic hardware recognition. Stop this process. 1. Insert the CIE DVD in the drive. Go to the folder with the correct driver software. 2. Start the Setup.exe installation program. The Diva Server Setup dialog opens. Click Next. 3. The D-channel protocol dialog opens. Accept the default setting Europe/other countries, Euro ISDN (ETSI-DSS1). Click Next. 4. The Installation type dialog opens. Use the default. Click Next. 5. The Selected installation options dialog opens. Click Next. 6. The Installation is completed dialog opens. To end the installation, click Finish. The computer is restarted. Note: Once you have installed the driver, copy the adapter.cfg file to C:\Winnt\System32\Drivers\disdn. The file is on the CIE DVD in the ISDN cards drivers folder.
Configuring the Diva Server

To install the Diva Server, follow these steps. 1. Click Start - Programs - Diva Server for Windows - Diva Server Configuration Manager. The Diva Server Configuration Manager dialog opens. 2. Select the RAS icon. 3. Right-click and click Delete. The RAS icon is deleted. 4. Click the connection between services and ISDN cards. The Number of B-channels field is activated. 5. Select 30. 6. Open the File menu and select Activate. 7. You have to restart the PC.
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Detecting the driver version installed

To detect the current driver version, follow these steps. 1. In the Control Panel, click System. The System Properties dialog opens. 2. Click the Hardware tab. 3. Click Device Manager. 4. Under Network adapters, double-click Eicon DIVA Server V-PRI/E1/T1. 5. Select Properties. 6. Click the Driver tab. The driver version is displayed.
Updating the driver

To install a current driver, you do not need to uninstall the previous version. Proceed as follows: 1. Install the current driver as usual. You do not need to make any special settings during the installation. 2. Following the installation, you must restart the PC.
RJ45 pin allocation for the ISDN card connection

The following illustration shows an RJ45 connector. Pin 1 is on the left when the RJ45 connector is held with the cable facing downward, the pins facing you and the tab away from you. 1
RJ45
Wiring
You need a cable from the PBX to the S2M card. The table below shows the allocation of a possible cable. Connection on the DT2 or DT21 in the PBX (system cable) Transmit Transmit Receive Receive A1 (black) B1 (brown) Unassigned C1 (black) D1 (red) Eicon PRI pins on the RJ45 connection (Western) 1 (white/orange) 2 (orange) 3 4 (white/blue) 5 (blue) Receive Receive Transmit Transmit
Uninstalling the S2M card

To uninstall the S2M card, follow these steps. 1. Double-click the My Computer icon on your screen. The My Computer dialog opens. 2. Double-click the Control Panel icon. The Control Panel dialog opens. 3. Double-click the Hardware icon. The Hardware Wizard dialog opens. Click Next. 4. The Select hardware option dialog appears. Select Uninstall or remove device. Click Next. 5. The Select a method for removing the hardware component dialog opens. Select Uninstall device. Click Next. 6. The Devices installed on this computer dialog opens. Double-click Eicon Diva Server V-PRI/E1/ T1 (PCI). 7. The Uninstall device dialog opens. Select Yes, uninstall this device. Click Next. 8. The S2M card is uninstalled.
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Configuration PBX I55 for DTS2

You must configure the access for Voice Control as type DTS2. You need a DT2 slide-in card.
Configuring the ICU data for the digital S0-user

You configure the type DT2/MIT2 digital line card T2/TIE. You must make the following settings. Call reference length: Length 2 Access type: Subscriber Protocol: ETSI
Features
ANLM: You must set the PBX feature "RZA". AOLM The following connecting device features are important for running a Voice Control with an I55 PBX.
AOLM EMU
Explanation Hold-for-pickup
AMT
Direct outward dialing
IVR
The feature IVR (Interactive Voice Response) must be enabled. To be able to distinguish different functional variants of a voice unit, the following features can be set in addition. Variant Voice Unit (multi B-channel) The VU can have independent connections on each B-channel. Each connection can use Hold/Retrieve and Call Transfer (ECT). The B-channels are assigned by the ISDN card of the IVR.
IVRVU
AOLM IVRVC
Explanation Variant Voice Control (Call Center) The voice unit (VU) is connected with the Call center server via IP. The setup of the PBX contains a Call ID (for script selection).
IVRML
Variant Voice Mail Last Redir. User (voice box) The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the last diverting subscriber is used.
IVRMF
Variant Voice Mail First Redir. User (voice box) The setup of the PBX contains the redirecting address (for mailbox selection). For a chained call diversion, the call number of the first diverting subscriber is used. If none of the variants IVRML or IVRMF is active (AOLM), no redirecting address is sent. Both variants must not be active (AOLM).
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Installing Voice Control

To install Voice Control, follow these steps.
Updating Tiva 2.x

If you have already installed an earlier version of Voice Control (Version V2.0.0.39007.4290 or later), install the current version as described. You do not have to uninstall the existing version. Note: If you want to use Voice Control with the RealSpeak 3.5 text-to-speech software, install RealSpeak 3.5 before installing Voice Control. If you are upgrading an existing installation of a BCC system V3.2 or V4.0, use the CIE 1.0 administrator manual.
Installation
To install Voice Control, follow these steps. Note: Before running the setup, make sure the InstallShield scripting engine (See InstallShield scripting engine on page 38.) and base components (See Base components on page 42.) are installed. If you want to run Voice Control on a different PC, you must also install CHAP (ACM only) (See Installing the PBX driver, CHAP and PBX task server on page 136.). 1. Open the Voice Control folder on the CIE DVD and in the Voice Control server folder, start the MSI file. 2. Follow the instructions. You must enter the following information during the installation. Setting Host name of the CORBA naming service Host name of the TTrace system server Type of PBX CTI server Explanation Enter the host name of the CORBA naming service. Enter the host name of the TTrace system server. The TTrace server receives the outputs of the processes using a socket connection. Select the type of PBX (ACM or I55). Enter the host name of the CTI server. Use the default setting for the CT port (5005). The user name and password must be identical to the CTI user set up. If you intend to use CTI functions, read the Installing the CTI server chapter.
3. If you do not need the additional ASR (speech recognition) and TTS features, the installation is complete.
Installing ASR and TTS

You can install the ASR (speech recognition) and TTS (text-to-speech) functions together or separately. The ASR installation includes the basic installation and installation of the required languages. You can install the individual ASR languages later. For more detailed information on scenarios other than those described here, see the manufacturer's documentation provided.
Special aspects
For a consistent configuration, you must run the Activation of Languages program each time you change the engines. You can install speech recognition software and text-to-speech software from multiple manufacturers on your PC. You can only activate only the speech recognition software from one manufacturer for Voice Control (Activation of Languages lets you choose when you start if applicable). The OSR3 and RealSpeak4 software packages each include one license server. Although the license server is the same in both packages, OSR3 provides a more recent version of the software. If you want to run a single license server for OSR3 and RealSpeak4 on a PC, you should install only the more current license server included in the OSR3 software. You must merge the license files for OSR3 and RealSpeak4. To do so, copy the INCREMENT sections of each of the license files to a file. The base entries for SERVER, VENDOR and USE_SERVER can only appear once in the merged file before the INCREMENT entries. Enable the new merged file in the license server.
Installing ASR
The ASR installation includes the basic installation and installation of the required languages. You can also install the individual ASR languages later. Nuance OSR 3.0 is included. Nuance SpeechPearl is also supported.
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Installing OSR 3.0

To install OSR 3.0, follow these steps. 1. Insert the Languages DVD and open the ASR - OSR 3.0 folder. 2. In the OSR-3.0 folder, start Setup.exe. The Welcome dialog opens. Click Next. 3. Agree to the license agreement and click Next. 4. The Custom Setup dialog opens. Leave the default setting if you want to install OSR 3.0 and the license server on one PC. If you want to install the license server on another PC, deselect 3rd Party Licensing Components. Click Next. 5. The Ready to Install the Program dialog opens. Click Install. 6. A message opens indicating that you must restart the PC. Wait to restart the PC until you have installed the languages. 7. For the license to function correctly, you must complete the following steps: Copy the license file (osr.lic) to [INSTALLDIR]\flexlm\license folder (default: c:\Program Files\ SpeechWorks\OpenSpeech Recognizer\flexlm\license folder). 8. The basic installation is complete. You still need to install the required languages. Each language has its own setup.
Installing the languages

To install the languages, follow these steps. 1. Insert the Languages DVD and open the ASR - OSR 3.0 folder. 2. Open the folder for the required language and start Setup.exe. Follow the installation dialog. 3. After installing the required languages, restart your PC.
Note for licence server OSR 3

After the OSR 3 software license server has been installed, the following message may appear when the computer is restarted: Service DS1410D could not be started. This message is referring to the dongle driver of this licensing software. However, because a dongle is not used to run OSR 3 with Voice Control, this message is irrelevant for operation. Entering the following command in a prompt (DOS box) converts the service to manual startup. The next time the PC is started up, this message will not appear. sc config DS1410D start= demand Be sure to enter a space after =.
Installing existing speech recognition software (ASR)

If you are using an earlier version of Voice Control (TIVA) and want to upgrade it but use an earlier version of the speech recognition software, note the following: OSR1 The manufacturer has not released the software for Windows Server 2003 (prerequisite for Voice Control). Speechpearl The licenses for Speechpearl are tied to the PC's hardware. If you do not have a separate server for the licenses and change the hardware for Voice Control, you must upgrade the licenses to the hardware of the new PC. Consult your sales partner. Installing Speechpearl To install Speechpearl for Voice Control, follow these steps. 1. Insert the Tiva 2.2 CD in your CD-ROM drive. 2. Open the ASR_TTS\asr_runtime_basics\install directory on TIVA CD3 and start setup.exe. Follow the instructions and accept the default settings. 3. If you reinstall the License Manager on another PC, open the ASR_TTS\asr_runtime_basics\ LicMgr\install directory on TIVA CD3 and start setup.exe. 4. Copy the license.dat file provided by the manufacturer to [INSTALLDIR]\lmgr\system (default C:\ Philips\lmgr\system). 5. To install the individual languages, open the ASR_TTS\asr_runtime_xxx\xxx language\install directory on the TIVA CD3 (xxx stands for the language) and start setup.exe. 6. Restart the computer. 7. In Start - All Programs - Avaya - CIE - Voice Control, select Activation of Languages and activate the required languages (see also: Configuring languages in Voice Control). 8. Restart Voice Control.
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Installing TTS
The text-to-speech (TTS) installation includes the basic installation and installation of the required languages. You can also install the individual TTS languages later. Nuance/ScanSoft RealSpeak 4.0 is included. Nuance/ScanSoft RealSpeak 3.5 and Speech Works Speechify 2.1 are also supported.
Installing Nuance RealSpeak 4.0

Installation To install Nuance RealSpeak 4.0, follow these steps. 1. Insert the Languages DVD and open the TTS - RealSpeak 4.0 folder. 2. In the RealSpeak 4.0.10 - SDK folder, start Setup.exe. The Welcome dialog opens. Click Next. 3. Agree to the license agreement and click Next. 4. The Custom Setup dialog opens. Leave the default setting if you want to install RealSpeak and the license server on one PC. If you want to install the license server on another PC, deselect 3rd Party Licensing Components. Click Next. 5. The RealSpeak Host Service dialog opens. Accept the default setting and click Next. 6. The Ready to Install the Program dialog opens. Click Install. 7. The InstallShield Wizard Complete dialog opens. Click Finish. Additional steps For the license to function correctly, you must complete the following steps: 1. Copy the license file (realspeak.lic) to [INSTALLDIR]\flexlm\license folder (Standard C:\Program Files\Common Files\Scansoft\flexlm\license folder). 2. The environment variables contain the following entries: SSFT_TTS_LICENSE_MODE=default SSFT_TTS_LICENSE_SERVERS=27000@localhost 3. If RealSpeak and the license server run on different PCs, replace localhost with the name of the PC running the license server. 4. The basic installation is complete. You still need to install the required languages. Each language has its own setup. Note When the Nuance Realspeak 4 text-to-speech software is used, the manufacturer licenses are already allocated during startup of Voice Control rather than during the script run.
Installing the languages

To install the languages, follow these steps. 1. Insert the Languages DVD and open the TTS - RealSpeak 4.0 folder. 2. Open the folder for the required language and start Setup.exe. Follow the installation dialog. 3. After installing the required languages, restart your PC.
Installing existing text-to-speech software (TTS)

If you are using an earlier version of Voice Control (TIVA) and want to upgrade it but use an earlier version of the text-to-speech software, note the following: Speechify The manufacturer has not released the software for Windows Server 2003 (prerequisite for Voice Control). RealSpeak 3.5 To continue to use RealSpeak 3.5, follow these steps. 1. Install TIVA 2.2. This step is necessary for you to be able to install RealSpeak 3.5. Do not install Voice Control until after you have installed TIVA 2.2 and RealSpeak 3.5! 2. Open the ASR_TTS directory on TIVA CD3 and start setup.exe. Follow the instructions and accept the default settings. 3. Install the required languages from TIVA CDs 4 to 8. 4. Restart the computer. 5. Install Voice Control. 6. In Start - All Programs - Avaya - CIE - Voice Control, select Activation of Languages and activate the required languages (see also: Configuring languages in Voice Control). 7. Restart Voice Control.
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Configuring languages in Voice Control

To be able to run the installed engine(s), follow these steps: 1. Open Start - All Programs - Avaya - CIE - Voice Control and select Activation of Languages. 2. If you have installed multiple speech recognition programs, a message is displayed: Speech recognition software from more than one manufacturer is installed. Select the manufacturer you want to use. From the list box, select an engine for ASR and click OK. 3. The Settings dialog opens. Select the languages installed for TTS and ASR from the list box. Language Text-to-speech (TTS) voice Speech recognition Manufacturer: OSR3
German English
4. Click OK. The required keys and values are entered in the registry.
Changing the port configuration

Connecting to an ACM
The Port Configuration application is installed with Voice Control. The Voice Control uses CHAP option is set by default. You do not need to make any changes, and you cannot make any settings. Note If you change Port Configuration when it is running, you must restart Voice Control.
Connecting to an I55
The Port Configuration application is installed with Voice Control. Select the Voice Control directly uses CAPI option. Now you can change the number of ports used. After you install Voice Control, all controllers are switched on for one ISDN card. The Port Configuration application displays all controllers for the ISDN cards installed in your PC. Note If you change the Port Configuration when it is running, you must restart Voice Control. Change To change the port assignment, follow these steps. 1. In Start - All Programs - Avaya - CIE - Voice Control, click ISDN Ports. The ISDN port configuration is displayed. 2. You can select Busy (assigned) or Not busy for each controller. This setting determines which controllers are used for running Voice Control. Unassigned controllers can be used by other applications. 3. To accept the changes, click OK.
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Example 1 for ISDN port configuration In example 1, all ports are used for Voice Control.
Example 2 for ISDN port configuration In example 2 the ISDN card 2/controller 8 port is assigned to another application.
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Example 3 for ISDN port configuration In example 3, number 73 is deleted. Note The ISDN card 1/controller 4 cable with number 74 must be inserted at controller 3.
Configuring Voice Control when connecting to an ACM

The following procedure describes how to configure a VU and use it in the CIE system.
Prerequisites
You must meet the following prerequisites to be able to connect Voice Control to a task server ACM correctly. All Voice Control components are installed and running as described. The following CIE processes must be running: - PBXDriver - CHAP - CHAPSync - VEA - PBX task server
Configuring the VU
You configure VUs in the Contact Center User Interface application. Proceed as follows: 1. Select the Administration tab on the left and the select Configuration. 2. Click the Voice Unit tab. To create a new VU, click Create. 3. The Voice Unit Configuration dialog opens. 4. Enter the following settings. Setting Name PBX Type Explanation Specifies the name of the voice unit. You can use 28 alphanumeric characters, maximum. Shows the PBX. If you have configured a Voice Unit, you can no longer change these settings. You can choose between Voice Control and <External>. If you select <External>, you must specify the connection type. Interface version Host TCP port. no. Specifies the version of the interface protocol. For Voice Control, enter 1.070. Specifies the host name of the voice unit. You can also use the IP address. Specifies the TCP port number of the voice unit. The TCP port number is not required for an ACM. For an I55, enter 54321.
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Setting Mail server Default script Line allocation
Explanation Specifies the host name of an SMTP-capable mail server. Voice Control uses this mail server to send emails. Specifies the default script. If an error occurs, Voice Control starts this script. This box is blank for ACM. You allocate lines using the CHAP server tab. See Assigning numbers in CHAP on page 211.
5. Click Ok to confirm your settings.
Assigning numbers in CHAP

You use the Contact Center User Interface application to enter the numbers, number of existing channels and the distribution of existing numbers/channels to different applications. To set the configuration below, you must start Voice Control. 1. Select the Administration tab on the left and the select Configuration. 2. Click the CHAP server tab. Once a CHAP is running on a system, it is entered automatically on this tab. Select a CHAP and click Edit. 3. The [CHAP Server] CHAP dialog opens. Select the CHAP adapter tab. 4. In the list of installed hardware adapters, select ACM_QSIG_IP and click Edit. 5. The [CHAP Adapter] ACM_QSIG_IP dialog opens. Select the CHAP adapter line tab. 6. Click Create. Enter your numbers (start number and end number) and the number of channels. These numbers must also be configured in the PBX. 7. Select the CHAP adapter line tab. Select one of the configured line entries. Click Properties and enter the IP address of the PBX and the local IP address of the Voice Control server. 8. Click OK to close the dialog. 9. Select the CHAP application resource tab. Under Application name, select Voice Control. 10. Click Create. Enter the numbers and corresponding number of channels you want to assign to the Voice Control application. Note: You may also need to assign numbers and channels to the VEA application if you need them for queue announcements. 11. Click OK to close all dialogs.
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Assigning Voice Control to a task server

For Voice Control to work with a task server, you must assign it to a task server. Proceed as follows: 1. Start the Contact Center User Interface application. 2. Select the Administration tab on the left and the select Configuration. 3. Click the PBX tab. Select the correct ACM system and click Edit. 4. The PBX Configuration - Create dialog opens. Select Assign to CIE and click Edit. 5. The [Task Server] dialog opens. Click the Assignment tab. 6. Under Assigned applications the VEA may already be entered. Other applications contains Voice Control. Select it and click <<<. Voice Control now appears under Assigned applications. 7. Click OK to close all dialogs.
Configuring Voice Control when connecting to an I55

The following procedure describes how to configure a VU and use it in the CIE system. For more information, see the I55 PBX documentation.
Configuring the VU
You configure VUs in the Contact Center User Interface application. Proceed as follows: 1. Select the Administration tab on the left and the select Configuration. 2. Click the Voice Unit tab. To create a new VU, click Create. 3. The Voice Unit Configuration dialog opens. 4. Enter the following settings. Setting Name PBX Explanation Specifies the name of the voice unit. You can use 28 alphanumeric characters, maximum. You can choose between Voice Control and <External>. If you select <External>, you must specify the connection type. Type Interface version Host TCP port. no. You can choose between Voice Control and <External>. Specifies the version of the interface protocol. You must enter 1.070 for Voice Control. Specifies the host name of the voice unit. You can also use the IP address. Specifies the TCP port number of the voice unit. We recommend using 54321 as the port number. If you change the port number, you must restart Voice Control. Specifies the host name of an SMTP-capable mail server. Voice Control uses this mail server to send emails. Specifies the default script. If an error occurs, Voice Control starts this script. Select the numbers of the channels used to connect Voice Control and the PBX.
Mail server Default script Line allocation
5. Click Ok to confirm your settings.
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Notes
Note when configuring topics
When you configure a topic on the Telephony tab, you must select a script for playing voice mails.
Creating IVR scripts

You can use the IVR Editor module to create the correct IVR scripts. For information on how to create, edit, save and enable IVR scripts, see the IVR Editor user manual or online Help for the IVR Editor module.
Entering the default script for errors

To use a default script if an error occurs, you must create and configure a default script. 1. Start the Contact Center User Interface application. 2. Select the Administration tab on the left and the select Configuration. 3. Click the Voice Unit tab. 4. Select the correct voice unit. 5. Click Edit. The Voice Unit Configuration dialog opens. 6. In the Default script field, enter the default script. 7. Click Ok to save your settings.
Creating the task flow set

You create task flow sets in the Taskflow Editor module. The Taskflow Editor is located in the Contact Center User Interface application on the Administration tab. You can use the VU scripts you created in a task flow set. 1. Create the task flow set. Use the VU scripts as required. 2. To use a task flow set in the CIE system, you must activate the task flow set.
Starting Voice Control manually

If Voice Control is not started automatically as part of the Watchdog (service), you can also start it manually. Proceed as follows: 1. Double-click the Voice Control desktop link. or 1. Open Start - All Programs - Avaya - CIE - Voice Control - Voice Control
Voice Control in the PBX network

Configure A Voice Control component is permanently assigned to a PBX. You must assign an IVR script to one or more Voice Controls. To learn how to do so, refer to the Customer Interaction Express IVR Editor user manual or to the Online help. Conditions Note the following conditions for assigning Voice Units. You can only assign an IVR script to Voice Units on the same PBX. You cannot change the PBX assigned to a Voice Unit. You cannot change the PBX in the VU configuration dialog. When you delete a Voice Unit, the assignment to the IVR script is removed via the database. When you delete an IVR script, the assignment to the Voice Unit is removed via the database.
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Voice Control service and maintenance

Help with problems
The following problems might occur. A possible solution is presented.
Condition in the Logic element is not processed correctly

Problem A condition in the Logic element is not processed correctly. Solution Note that the words lower and upper cannot be part of a variable name.
IVR script is not loaded by Voice Control

Problem An IVR script is not loaded by Voice Control and not reported to the CIE call center. Solution Make sure the references used (scripts, variables, tags, etc.) are available and defined.
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Voice Control does not receive any calls (only applicable if connected to an I55)
Problem Voice Control does not receive calls for certain numbers. Solution In the Contact Center User Interface application in Administration - Configuration, when you configure the line allocation for Voice Control (e.g. 71, 72, 73, 74), the ports are numbered sequentially. The ports are sent to Voice Control. Voice control switches on controllers 1 to 4. 71 -> 1, 2 72 -> 3, 4 73 -> 5, 6 74 -> 7, 8 If, for example, you delete number 73, the ports are renumbered. The ports are sent to Voice Control. Voice control switches on controllers 1 to 3. Controller 4 is switched off. 71 -> 1, 2 72 -> 3, 4 74 -> 5, 6 If the cable for number 74 is still connected to port 7 and 8 of the ISDN card, Voice Control does not receive calls for this number.
Overload prevention
Voice Control is a realtime speech processing system that requires enough computing time to meet all requirements without errors. Due to side effects (copying files on other applications or similar processes) on the system, operating at full load can overload the system, which disrupts realtime processes. To prevent this, the PC load is monitored, and if the system load stays at 100% for too long, an overload prevention feature starts. Existing connections are processed correctly, but no new connections are accepted as long as the system is overloaded. The relevant overload messages are issued in TTrace. You can switch off the automatic overload prevention feature. To do so, go to LOCAL_MACHINE\ SOFTWARE\AVAYA\CIE\VoiceControl\Configuration and set the PerfmonDisabled registry entry to true.
Service
You can edit the Windows registry and use TTrace for service purposes.
Windows registry
Only experienced users should change entries in the Windows registry. In the Windows registry, entries for Voice Control are in LOCAL_MACHINE\SOFTWARE\Avaya\CIE\VoiceControl\Configuration Change PathVUScripts PathDefaultRecordings PathMsgAnnouncements PathMsgTts PathExecuteFiles PathMail Explanation Folder for XML scripts Folder for audio files that are recorded Folder for voice announcements Folder for text files for TTS Folder for files to run Folder for unsent emails
You can change the folders for voice messages and audio files to record later.
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Settings useful reporter categories for TTrace

When Voice Control starts, no default reporters are switched on for TTrace. The following reporter categories are useful for error messages. The table lists types of errors and the corresponding reporter categories. In the registry in LOCAL_MACHINE\SOFTWARE\Avaya\CIE\VoiceControl\Configuration InitialTTraceCategories, you can enter reporter categories separated by commas that you want to switch on automatically when Voice Control starts. When connecting to an ACM Type of error TTS/ARS speech recognition Reporter category VC_AUDIO VC_VUS VC_IVR VC_VUS VC_IVR VC_TSE VC_TSE_Det VC_CHAP VC_BASICS VC_IVR VC_VUS VC_IVR
Voice Control-CIE communication
Connection/disconnection
Script flow
When connecting to an I55 Type of error TTS/ARS speech recognition Reporter category VC_AUDIO VC_VUS VC_IVR VC_IVRSVR VC_Bcclvr VC_VUS VC_IVR VC_ISDN VC_BASICS VC_IVR VC_VUS VC_IVR
Voice Control-CIE communication
Connection/disconnection
Script flow
Changing the host names of the CORBA naming service, TTrace server or CTI server settings
To change the host name of the database server, license server, TTrace server or CTI server settings later, follow these steps. 1. Stop the Voice Control server 2. On the CIE DVD, open the Voice Control Server folder and double-click setup.exe. The installation routine for Voice Control starts. The Program maintenance dialog opens. 3. Select Repair/Actualize. 4. You can then change the host name of the CORBA naming service, TTrace server or CTI server settings. 5. Click Next. 6. To accept the changes, restart the Voice Control server.
Uninstalling Voice Control with the SpeechPearl engine

You can remove Voice Control, ASR and TTS as you normally would using the Control Panel. 1. Click Start - Settings - Control Panel. 2. Double-click Software. 3. Remove the following components: Component Install ASR_TTS Philips xxx Standard Language Resources Scan Soft License Manager 8.0 ScanSoft SpeechPearl 8.0 ScanSoft SpeechPearl Client 3.0 ScanSoft SpeechPearl Server 3.0 ScanSoft Telecom Realspeak SAPI5 xxx TTS_xxx Voice Control Explanation xxx stands for the installed ASR language xxx stands for the installed TTS language xxx stands for the installed TTS language -
4. Once you have removed all the components, restart the PC.
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TTrace commands
To check the status of Voice Control, you can use commands in TTrace. The Command list box contains all possible commands. Once you have selected the command, select Send to send the command to the application.
VC_ShowSystemInfo
System information The following system information is displayed. System information Voice Control Vx.x.xxxxx.x TT.MM.YYYY Active Channels Licenses for Channels Licenses for TTS Devices Licenses for VC Devices Static Scripts Explanation Shows the Voice Control version and date created. Shows the number of active channels. Shows the number of licenses for channels. Shows the number of licenses for text-to-speech. Shows the number of licenses for Voice Control (speech recognition). Shows all loaded VU scripts in a list. Faulty VU scripts that cannot be loaded are discarded in Voice Control and are not shown in the table of static scripts. Scripts that can be loaded but whose subscripts were not loaded are saved in Voice Control. They are only marked as static scripts once the subscripts are loaded successfully.
VC_ShowControllerStatus
Shows the number and status of channels and endpoints Information Number of port licenses Number of active b-channel connections Number of b-channels Number of registered/busy endpoints Explanation Number of port licenses allocated Number of active B-channel connections Number of available B-channels Number of endpoints registered and used
VC_ShowConnectionStatus
Shows information on existing connections. Information ID CallID From To Redirect Number State-D Explanation Indicates an internal ID number. Indicates the ID number of the call. Indicates the caller's number. Indicates the callee's number. Indicates a diversion destination. Indicates the status of the D channel. The statuses are assigned to numbers. The list below shows the numbers and the assigned statuses. 0 means INIT 1 means INDICATED 2 means REQUESTED 3 means CONFIRMED 4 means ACCEPTED_1 5 means ACCEPTED_2 6 means HOLD 7 means CONNECTED 8 means DISC_INDICATED 9 means DISC_REQUESTED Indicates the status of the B-channel. 0 means INIT 1 means CONN_INDICATED 2 means CONN_REQUESTED 3 means CONN_CONFIRMED 4 means CONN_ACCEPTED_1 5 means CONN_ACCEPTED_2 6 means CONNECTED 7 means DISC_INDICATED 8 means DISC_REQUESTED Indicates the number of the PLCI.
State-B
PLCI
VC_ShowScriptStatus
Shows information on the script currently active. Shows script name, port, invokeID and PLCI.
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VC_ShowIVRStatus
Shows information on the active IVR endpoints. Shows all active (working) VU scripts. An IVR_User is created for each VU script. Information EPT CallID Port State Explanation Endpoint address ID number of the call Port number of the connection Script status: 0 indicatesPassive (no script is loaded) 1 indicates Active (IVR_User is active; a script is loaded and can be started) 2 indicates Active-aborted (IVR_User is active; script was terminated) 3 indicates Run (IVR_User is connected; script is running) 4 indicates Disconnected-hangup (IVR_User is disconnected because a hangup element is reached in the script; the script is still running) 5 indicatesDisconnected-other (IVR_User is disconnected. Script is running without a connection.) 6 indicates Disconnecting (Disconnect indication received; script is still running without B-channel) Name of the script Time script started Shows scripts that are running without connections.
Script Name Creation time Endpoint without connections
When the system is idle, all ports and all reservations must be available, no active scripts can be displayed, and there must be no connections. If you suspect something in Voice Control is not running, you can check using these dynamic status displays.
VC_ShowCallReporting
Shows reporting for calls
VC_AbortScript
Ends a running script; you do not need to restart Voice Control. Use this command if you accidentally activate an infinite script.
VC_ShowBCCStatus
Shows the script status in connection with the CIE.
Information EPT CallID InvokeId BCC State
Explanation Endpoint address ID number of the call ID for activating the script Script status: 0 means unknown 1 means StartScriptRequest 2 means StartScriptWaitRequest 3 means StartScriptInWait 4 means StartScriptResponseSuccess 5 means StartScriptResponseError 6 means ScriptComplete 7 means ScriptChangeRequest 8 means CancelScriptRequest 9 means StopScriptRequest Name of the script
Script Name
VC_ShowLicenseStatus
Shows the number of licenses currently allocated (see chapter on licenses for the license names)
VC_ShowTSEInfo
Shows information on the voice messages available in the system.
VC_ShowTSErouteVoiceMessages
Shows information on and statuses of the voice messages available in the system.
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Installing the UMR
Installing the UMR

Quick-start guide
The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users. The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding topic for full instructions.
Please note the requirements. Carry out the preparations first. Step 1. 2. Action Switch off NT kernel mode printer driver Switch off Display Shutdown Event Tracker Notes -
Install the UMR components and address book server. Step 1. Action Select the components Notes Setup type: UMR Core Use the other default settings 2. Enter the settings Enter the settings for the following components. Service account omniORB Naming Service Database server parameters Access to the database server PC name of the license server Text template server parameters
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3.
Update the database
Select:
Use the default settings 4. 5. UMR Core Locales Installing UMR Archiving (RoD) Optional installation of additional languages. English and German are installed with UMR Core. Enter the settings for the following components. Reporting database Archiving (source) database Scheduler database Archiving (destination) database Enter the following settings. User name and password Host name of TTrace server, port Host name of CORBA naming service, port Sybase database server name Administrative user name Administrative password Size of adb database device (MB) Install adb device
6.
Install the address book server
Installing the UMR
Step 3: Startup
Note the start sequence when starting up the UMR. Step 1. Action CIE system start sequence Notes Database server LockNotifyAccess server Task Server Manager Kernel Reconstructor LAD server Vectors Realtime Information Reporting OmniNames Tomcat UI Session Manager DB server LNA server C3000 server UMR ClientAdapter UMR config server UMR task server POP3 IMAP4 client SMTP connector UMR text template server Avaya observation service RoD repo server RoD Rodomat RoD scheduler server RoD Archie RoD CommandExecuter
2.
UMR start sequence
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Prerequisites
Please note the prerequisites, particularly when installing server components.
Hardware
Server hardware See the following topic for the hardware and software requirements: CIE requirements on page 27 Agent equipment You must have at least the following hardware for an agent workstation. The requirements are greater if you are also using other applications. PC Intel Pentium IV 2.2 GHz processor (or comparable) or higher At least 512 MB of SDRAM Hard disk with sufficient disk space (at least 4 GB available) Multi-functionkeyboard Pointer (mouse) Network card (Ethernet card)
Software
You need the following operating systems and platforms and the corresponding CIE software. In each case, install the current service packs for the operating system and Internet Explorer. Server operating systems Microsoft Windows 2003 Server R2 Agent operating systems Microsoft Windows XP Applications Internet Explorer 6.x
Installing the UMR
Proxy server
In general, a proxy server (HTTP proxy) is used to access the Internet in a company network. It is possible to use an automatic configuration script for the LAN settings. In order for the Web applications of the CIE system to work correctly, you must set the relevant exceptions in the LAN settings or modify the automatic configuration script accordingly. Consult the system administrator of your company network.
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Preparations
Before starting the installation, we recommend that you make the following settings.
Switching off the NT kernel mode printer driver

To ensure proper operation, switch off the NT kernel mode of the printer driver. Proceed as follows: 1. Launch the Group Guideline Editor. To do so, click Start - Run. Enter gpedit.msc. Click OK. 2. Go to the Administrative Templates folder. 3. Double-click Disallow Installation of printers using kernel-mode drivers. 4. On the Setting tab, click Disabled.
5. Click OK to save your settings.
Installing the UMR
Switching off Display Shutdown Event Tracker

Requesting the reason for the result when shutting down or restarting the server can be disabled in Group Guidelines. 1. Launch the Group Guideline Editor. To do so, click Start - Run. Enter gpedit.msc. Click OK. 2. Go to the Administrative Templates folder. 3. Double-click Display Shutdown Event Tracker.
4. On the Settingtab, click Disabled. 5. Click OK to save your settings.
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Installing UMR components

Installation instructions are divided into multiple steps to make them more clear.
Use the host name

When specifying the host name, use the host name of the PC, not localhost.
Installing the CIE system

Install a CIE system as you normally would. For installation information, see Installing components on page 38. You likely have already installed the following CIE components. Java Development Kit Jakarta Tomcat WebLM License Client Naming service Base components TTrace UI SessionManager Sybase Database Contact Center Core Contact Center Additional
Installing the UMR
Java Development Kit (JDK)

You must install Java Development Kit 1.5.7 or higher. All correct settings will then be made automatically. Note You may already have JDK or have already installed JDK beforehand. Please note that you must install Support for additional languages. We recommend that you disable the Java automatic update. More information For information on how to install JDK, see Java Development Kit (JDK) on page 39.
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Step 1: Installing UMR (select components)

To install UMR Core, follow these steps. 1. The guided installation is started. Select UMR Core. 2. Click Install. The Select a language dialog opens. 3. Use the default. 4. Click OK. The UM Core dialog opens. 5. Click Next. The Select destination dialog appears. 6. Use the default ..\Avaya\UM Core\. 7. Click Next. The Setup Type dialog opens. 8. Select UMR. 9. Click Next. The Select features dialog opens. 10. If you want to send and receive faxes and SMS messages from the CIE system, you must select the Fax Gateway and SMS Gateway options. 11. The following figure shows the selected options.
Installing the UMR
Step 2: Installing UMR (settings)

You have selected the components. 1. Click Next. The Select a language for the runtime componentsdialog opens. 2. Select the default language for the UMR interfaces (Web Client and Textblock Administrator). 3. Click Next. The Service Account dialog opens. Enter the following settings. Service Account - Setting User name Password Repetition Explanation Indicates the user name. You must enter a user. This user is used to start the UMR services. Indicates the user's password. Enter the password again.
4. If you don't follow the guided installation, click Next. The TTrace Parameter dialog opens. Enter the following settings. Service Account - Setting Host Port Explanation Specify the host name or TCP/IP number of the PC running TTrace. Indicates the port of the TTrace server. Use the default port 10300.
5. Click Next. The OmniOrb Naming Service dialog opens. Enter the following settings. OmniORB Naming Service Setting Host Port Explanation Specifies the host name of the host running the omniORB naming service. Generally this is the CIE Server. Shows the port for the omniORB naming service. Use the default 2809. Continued on next page
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Continued from previous page 6. Click Next. The Database Server parameters dialog opens. Select an option. Parameters for the database server - option Local Remote Explanation You usually use the default setting Local. The database is on the same PC. If the database is running on a different PC, select Remote.
7. Click Next. The Access to the Database Server dialog appears. Enter the following settings. Access to the database server settings User name Password Repetition Explanation Enter the user name. As a general rule, use the user sa. Enter the password. Repeat the password.
8. Click Next. The computer name of the License Server dialog opens. Enter the following settings. License server computer name setting Computer name Explanation Shows the host name of the license server. The required licenses for UMR are allocated from this license server. Continued on next page
Installing the UMR Continued from previous page 9. Click Next. The Text Template Server Parameters dialog opens. Enter the following settings. Text template server parameters - setting Database driver Database Port Database name Explanation Standard: com.Sybase.jdbc2.jdbc.SybDriver To enable text blocks to be created in the CIE database, enter the host name of the PC running on the database. Use the default setting. Indicates the database name. Standard: cc
10. Click Next. The Start copying files dialog opens. The correct components must be displayed. 11. To start the installation, click Next. The Setup status dialog opens. The components are installed. The installation takes several minutes. The UMR Database Installer 2.0 dialog opens.
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Step 3: Installing UMR (updating the database)

1. The UMR Database Installer 2.0 dialog is opened. 2. Select the following options.
3. Click Next. The Database devices dialog opens. Use the default settings for the UMR database or change the settings as required. 4. Click Next. The Database devices dialog opens. Use the default settings for the UMR database or change the settings as required. 5. Click Next. The UMR Archive dialog opens. Use the default settings for the archive database or change the settings as required. 6. Click Next. The UMR Archive dialog opens. Use the default settings for the archive database or change the settings as required. 7. Click Next. The Ready to install dialog opens. 8. Click Install. The Please donft interrupt the installation process dialog opens. The progress is displayed. The installation takes several minutes. 9. A security prompt appears. Click OK. 10. The Upgrade Tool dialog opens. Enter the following settings. Upgrade Tool Settings Name of database server User name Password Explanation The name of the database server is set by default. Enter the user name. As a general rule, use the user sa. Enter the password.
11. Click OK. A security prompt appears. Use the default. 12. Click Upgrade. After a few minutes, the conversion to unicode successfully finished dialog opens. 13. Click OK. 14. Click Exit. After a few minutes, the Please donft interrupt the installation process dialog opens again. The database server is restarted. 15. The InstallShield Wizard Complete dialog opens. Select Yes, restart computer now. 16. Click Finish.
Installing the UMR
Step 4: UMR Core Locales

To install additional languages (e.g. French), you first need to install UMR Core Locales. During the installation of UMR Core English and German are installed by default. 1. The guided installation is started. Select UMR Core Locales. The UMR Core Locales dialog opens. 2. Click Next. The Setup Type dialog opens. 3. Use the default setting Complete. 4. Click Next. The Ready to Install the Program dialog opens. 5. Click Install. The UMR Core Locales dialog opens. 6. Click Finish.
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Step 5: Installing UMR Archiving (RoD)

To install UMRArchiving (RoD), follow these steps. Rod stands for Reporting on Demand. 1. The guided installation is started. Select UMR Archivien (RoD). The RoD dialog opens. 2. Click Next. The Choose Destination Location dialog opens. Use the default. 3. Click Next. The Create Folder dialog opens. 4. Click Yes. The Language Selection dialog opens. Select a language. Language selection setting Language Explanation Select your preferred language for the ReportOnDemand components software interface.
5. Click Next. The Report database dialog opens. Enter the following settings. Report database - Setting Database type Database server User Password Confirm password Explanation You cannot change this setting. Indicates the host name of the database server. Enter the user name. As a general rule, use the user sa. Enter the password. Repeat the password.
6. Click Next. The Archive (Source) database dialog opens. Archive (source) database setting Database type Database server User Password Confirm password Explanation You cannot change this setting. Indicates the host name of the database server. Standard: c3k Enter the password. Repeat the password. Continued on next page
Installing the UMR Continued from previous page 7. Click Next. The Scheduler database dialog opens. Enter the following settings. Scheduler database - Setting Database type Database server Host name Port Explanation You cannot modify this setting. Specifies the database server. Indicates the host name of the database server. Enter the port for the PC running the database server (default 5000). You can find the port settings in sql.ini (<Sybase installation dir.>/ini) For a remote Sybase computer, enter the port of the remote Sybase computer. You can find the port number using the dsedit program: Start - Programs - Sybase - dsedit The servers are displayed with the corresponding ports in the Interfaces Driver window. Standard: c3k Enter the user name. As a general rule, use the user sa. Enter the password. Repeat the password.
Database User Password Confirm password
8. Click Next. The Archive (Target) database dialog opens. Enter the following settings. The settings vary depending on the database type you select. Archiv (Target) database - Setting Database type Setting required for database type Sybase Oracle SQLServer Sybase Oracle SQLServer Sybase Sybase Oracle SQLServer SQLServer SQLServer Oracle SQLServer Oracle SQLServer Explanation
Generally use Sybase. You can also select Oracle or SQLServer. Enter the remaining settings based on the database. Enter the computer running the database server.
Host name
Port Database name
Enter the port. Enter the name of the UMR archiving database (e.g. archive). Indicates the size of the database in MB. Indicates the size of the log file in MB. Indicates the database device. Indicates the size of the database device.
Size of database Size of database log Database device Size of database device
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Archiv (Target) database - Setting Log device Size of log device ODBC driver
Setting required for database type SQLServer SQLServer Sybase Oracle SQLServer
Explanation
Indicates the log device. Indicates the size of the log device. Click the ? button to display the recommended ODBC drivers. Select a driver suitable for your UMR archiving database and click OK. The ODBC driver is entered in the field. An ODBC driver is set up by ROD Setup for Sybase. Click the ? button to display the parameters recommended for the selected ODBC driver. You can modify the parameters according to your requirements. Click OK. The parameters are entered in the field. Indicates the user name for the target database. Indicates the password for the target database user. The password is shown encrypted (*). Repeat the password.
Driver specifics
Sybase Oracle SQLServer
Customer user Password Confirm password
Oracle SQLServer Oracle SQLServer Oracle SQLServer
9. Click Next. The Start Copying Files dialog opens. The correct components must be displayed. 10. To start the installation, click Next. The Setup status dialog opens. 11. The Question Do you want to activate cyclic archiving of umr data? dialog opens. 12. Confirm by clicking Yes. The InstallShield Wizard Complete dialog opens. 13. Click Finish.
Installing the UMR
Step 6: Installing the address book server

To install the address book server, follow these steps. 1. The guided installation is started. Select Address book server. 2. Click Install. The Address Book Server - Setup dialog opens. 3. You must enter the user (User name) and password (Password). 4. Click OK. The Address Book Server - Setup dialog opens. 5. Click Next. The License Agreement dialog opens. 6. Select I accept the terms in the license agreement. 7. Click Next. The Destination Folder dialog opens. Use the default setting ..\Avaya\Customer Interaction Express\. 8. Click Next. The General settings dialog opens. You must enter the following information. Settings Host name of CORBA Naming Service Port Host name of Trace system server Port Comments Specify the host name or TCP/IP number of the PC running the Corba naming service. Do not use localhost as the host name. In general, use the default setting 2809. Specify the host name or TCP/IP number of the PC running TTrace. Port 10300 is used. You cannot change this setting.
9. Click Next. The Configuration dialog opens. You must enter the following information. Settings Size of adb database device (MB) Install adb device (adbdb.dat) and adb log-device (adblog.dat) to Comments In general, use the default setting 500 MB. One GB holds 100000 address entries. To select a different folder, select Change. Use the default setting.
10. Click Next. The Ready to Install the Program dialog opens. 11. Click Install. The Installing Address Book Server dialog opens. The time it takes to install the database depends on the size of the database. 12. Click Finish to complete the installation.
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Startup
After installing CIE with UMR, you must define the start sequence in the Watchdog (for CIE and UMR processes) and configure the CIE system. You can also consult Processes that run on a CIE server on page 73 to learn about these processes.
Defining the start sequence of processes in Watchdog

You can configure the sequence in which individual processes are started in the Watchdog. For more detailed information about the Watchdog, see the Watchdog V4.X User Manual. Always ensure you have set the correct start sequence for processes in the CIE system.
Default processes
The following processes must run on each CIE server regardless of whether the system is an email system or a system with an I55 or ACM PBX. Services (start type automatic) The following processes are installed as services that start automatically. OmniOrb (Automatic) TTrace (Automatic) Watchdog (Automatic) UI Session Manager (Automatic) TomCAT (Automatic) Watchdog The following processes must be started by the Watchdog in each CIE system. db_srv lna_srv TaskserverManager Kernel Vectors ReportGenerator (man. service) Monitor_srv Statistic_srv
Installing the UMR
Processes: UMR (email system)

Services (start type automatic) The following processes must run as services that start automatically if you have a UMR system. C3k_db_srv C3k_lna_srv C3000 server UMR ClientAdapter UMR config server UMR task server POP3 IMAP4 client SMTP connector UMR text template server Avaya observation service RoD repo server RoD Rodomat RoD scheduler server RoD Archie RoD CommandExecuter Watchdog The following processes must always be started by the Watchdog if you have a UMR system. Reconstructor adb_srv (bat file) Note In CIE systems with UMR the address book server is not started as a service. Because the address book server requires a Sybase installation, it is installed on the database server. For CIE systems with UMR the reconstructor process must always be started. The reconstructor process ensures that no reporting data are lost. The statistic_srv with the recon 1 parameter must also be started.
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Uninstalling components
You can uninstall UMR components as you normally would.
Components
To uninstall components, follow these steps. 1. Select Start - Settings - Control Panel - Software. 2. Select UMR. 3. Click Change/Remove.
C3k database is not deleted

The c3k database is not deleted. If you do not want to replace the c3k database when you install UMR, you can select the appropriate option in the security notice.
Setting up UMR
Setting up UMR
We will set up a sample topic, agent group and agent. We will then create a simple task flow. This will allow us to test the UMR features in the CIE system.
Connecting a CIE system to mail systems

The UMR system receives email messages via SMTP or can retrieve messages from a mail server account using the POP3/IMAP4 protocol. We recommend leaving copies of messages on the mail server. If you use SMTP, you must configure the mail server to send only a copy to the UMR system. If the UMR server retrieves the messages and a copy must stay on the email server, use the IMAP4 protocol. The UMR system can receive faxes and SMS messages directly if you use the correct configuration. To use the fax gateway, you must integrate an ISDN card. To use the SMS gateway, you must connect an SMS modem to the UMR system. If you use a C3000 UMS system, you can use these hardware resources together. The SMTP protocol is used for sending email messages (replies, forwards of customer messages). You must configure the correct relay host on the mail server for this purpose. Faxes and SMS messages are sent directly using the hardware mentioned previously.
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Illustration: CIE system with UMR

The following illustration shows the connection from a CIE system to mail systems.
Mailserver NUI UMR WebClient

(Relayhost)
Internet (email)
Send email using SMTP
Mailserver
- Exchange - Domino - Groupwise - Linux, MailAccount 1
CIE Kernel Vectors
SMTP UMR POP3 IMAP4
Send copy of email using SMTP
Down lo m es s ad age
Mailserver
- Exchange MailAccount 2 - Domino - Groupwise MailAccount n - Linux,
FAX GW SMS GW
PBX Carrier
Setting up UMR
List of UMR components

The following table shows the UMR components and explains their functions. Component CIE Function In the kernel, mailboxes for agents and tasks are managed, and the status of agents is evaluated. Components are configured and routing is set up in the Configuration module. The database server manages the CIE system configuration. The LNA server records changes in the database and informs the relevant processes of these changes. The C3000 server manages and controls emails. The UMR Administrator server communicates with the C3000 server via the CPI. It ensures that the UMR Administrator can configure the C3000 server. Mailboxes for topics and agents are provided by C3000. The C3000 ClientAdapter communicates with the CIE components and is responsible for various functions including the following: - Agent login/logout - Assigning agents to agent groups - Displaying the processing status of messages Web-based editing interface of the UMR system. An agent can use the WebClient module to log into or out of the UMR system and to read, edit and send documents (email/fax/SMS). The supervisor can also view agent mailbox folders and delegate and delete documents. When using UMR you need a process to synchronize the agents and the topics in the database (cc). The UMRConfigServer process synchronizes CIE and C3000 using agents and topics. The UMRConfigServer process copies the agents and topics set up in CIE to C3000. Changes in CIE are continuously forwarded to C3000. The text template server managers text blocks. You can use the Textblock Administrator application to create text blocks and automatic replies. Agents can use the UMR WebClient application to use the text blocks you created. In Textblock Administrator you create text blocks and automatic replies (autoreplies). The address book server managers personal and public address books. The Address Book Administration application lets you manage address books and define the address books an agent can use. The UI Session Manager acts as a connection between the user interface and the WebClient, UMR Administrator, Textblock Administrator and Address Book Administrator Web applications. During operation the UMR task server reports new emails as tasks to the process kernel, which then routes them to agents and topics using vectoring. Routing means that emails are moved from one mailbox to another.
C3000
C3000 ClientAdapter
UMR WebClient
UMRConfigServer
Text template server
Textblock Administrator Address book server Address Book Administration UI Session Manager
UMR task server
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Changes that are blocked in the CIE system

If you attempt to make changes that are not permitted in the CIE system, a message appears in the CIE user interface. You do not permitted to carry out the following actions. Create an email address that is already used by another user in C3000. Delete agents and topics that still have documents.
Setting up UMR
Example: Setting up and testing UMR

To test a CIE system with UMR, use the following instructions. The procedure is explained using examples. When you install and start up UMR for the first time, you can follow this procedure to test whether your CIE system is operating properly. Even if you are familiar with how to set up a CIE system, the sequence and explanations help you set up UMR.
Settings for the example

The example uses the following settings. Domain: company.com Topic: Info1 Agent group: AG-Info1 Agent: Meier Task flow set: Email Email Flow: Email flow
Quick-start guide
The following tables are quick-start guides for the respective topics. If you have already set up several systems and have the necessary experience, you can use the tables as a memory aid. This quick-start guide is intended for experienced users. The tables include the necessary setup steps and instructions in abbreviated form. See the corresponding topic for full instructions. Step 1. 2a. or 2b or 2c 3. 4. Action Email settings Setting up a topic: SMTP variant Setting up a topic: POP3 variant Setting up a topic: IMAP3 variant Setting up an agent group Setting up an agent Note Configuration module Domain e.g. company.com Configuration module Configuration module Port 110 Configuration module Port 143 Configuration module Configuration module
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Step 5. 6. 7. 8. 9.
Action Creating a task flow set Publishing the UMR domain Setting up POP3 or IMAP4 Sending email Working as an agent
Note Task flow editor module Topic agent group connection UMR Administrator module Local accepted DNS domains UMR Administrator module C3000 POP3 IMAP4 client Example WebClient
Step 1: email settings

Start the user interface. You must be logged in as the user Service. Proceed as follows: 1. Start the Configuration module. 2. In the Service menu, select Email settings. Enter the following settings. Settings UMR Domain Comments Enter the agent and topic domain. In the UMR Administrator module, Local accepted DNS domains, enter the domain. Example: company.com You can enter a prefix for a ticket ID. If you enter a prefix, this prefix is displayed in front of the ticket ID in the subject line of email replies or forwards. You can enter a postfix for a ticket ID. If you enter a postfix, this postfix is displayed following the ticket ID in the subject line of email replies or forwards.
Prefix for ticket ID
Postfix for ticket ID
3. Click OK to save your settings.
Setting up UMR
Step 2a: Setting up a topic - SMTP variant

Once you have configured the email settings, set up a topic. Proceed as follows: 1. The Configuration module is open. Click the Topic tab. 2. Click Create. The Topic - Create dialog opens. 3. Enter a name for the topic, Info1 in the example. 4. As the task type, select Email. 5. Click the Email tab. 6. Set the options and values as required. 7. Click Details. The email address of the topic consists of the name and domain (email settings). 8. Set the required options and enter additional information. SMTP is selected as the default protocol. 9. Click OK. 10. Click OK to save your settings.
Step 2b: Setting up a topic - POP3 variant

Note when using the POP3 protocol When you use the POP3 protocol, messages are retrieved from the inbox folder (source) and then deleted from the inbox folder (source). Setting up the topic Once you have configured the email settings, set up a topic. Proceed as follows: 1. The Configuration module is open. Click the Topic tab. 2. Click Create. The Topic - Create dialog opens. 3. Enter a name for the topic, Info1 in the example. 4. As the task type, select Email. 5. Click the Email tab. 6. Set the options and values as required. 7. Click Details. The email address of the topic consists of the name and domain (email settings). Continued on next page
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Continued from previous page 8. Set the required options and enter additional information. Select the POP3 protocol. 9. Enter the following settings. Settings MailServer Port User Polling interval Password Confirm password 10. Click OK. 11. Click OK to save your settings. Comments Specifies the name of the mail server. Port 110 is usually the default port. Specifies the mailbox address. Specifies the interval at which all messages are retrieved. Specifies the user's password. Repeat the password.
Step 2c: Setting up a topic - IMAP4 variant

Once you have configured the email settings, set up a topic. Proceed as follows: 1. The Configuration module is open. Click the Topic tab. 2. Click Create. The Topic - Create dialog opens. 3. Enter a name for the topic, Info1 in the example. 4. As the task type, select Email. 5. Click the Email tab. 6. Set the options and values as required. 7. Click Details. The email address of the topic consists of the name and domain (email settings). 8. Set the required options and enter additional information. Select the IMAP4 protocol. Continued on next page
Setting up UMR Continued from previous page 9. Enter the following settings. Settings MailServer Port User Polling interval Password Confirm password Action Folders Comments Specifies the name of the mail server. Port 143 is usually the default port. Specifies the mailbox address. Specifies the interval at which the unread messages are retrieved. Specifies the user's password. Repeat the password. Specifies the action that is carried out after messages are retrieved. After messages are retrieved, you can move then to a folder. You must select the Move action.
10. Click OK. 11. Click OK to save your settings.
Step 3: Setting up an agent group

After you set up the topic, set up an agent group. Proceed as follows: 1. The Configuration module is open. Click the Agent group tab. 2. Click Create. The Agent group - Create dialog opens. 3. Enter a name for the agent group, AG-Info1 in the example. 4. As the task type, select Email. 5. Click OK to save your settings.
Step 4: Setting up an agent

After setting up the agent group, set up an agent. Proceed as follows: 1. The Configuration module is open. Click the Agent tab. 2. Click Create. The Agent - Create dialog opens. 3. Enter a system name for the agent. 4. Enter a login name. The agent uses the login name to sign on to the UMR WebClient. Continued on next page
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Continued from previous page 5. Click Password. Enter the password and confirm the password. 6. Click OK. 7. As the task type, select Email. 8. Enter the remaining settings. 9. Click Privileges. 10. Click the UMR tab. For the sample agent, select all privileges. You usually assign an agent the following privileges as required. Use text blocks Agent queue view Delete emails Place emails on hold Print emails Automatic login 11. Click OK. 12. Click Authorization. 13. Select the topic, Info1 in the example. 14. Click Add. 15. Click OK. 16. Click the Email tab. The email address of the agent consists of the name and domain. 17. Click Insert. 18. Select the agent group, AG-Info1 in the example. 19. Click OK. 20. Click OK to save your settings.
Step 5: Creating a task flow set

You have set up all the necessary settings and objects in the Configuration module. The next step is to create a simple task flow set in the Taskflow Editor module to route an email. Proceed as follows: 1. Open the Taskflow Editor module. 2. In the Task Flow Set menu select New. 3. Enter a name for the task flow set such as Email. 4. Click OK. 5. In the context menu (right-click) select E-Mail Flow. 6. Enter a name, such as Email flow. Continued on next page
Setting up UMR Continued from previous page 7. Click OK. 8. Click the List of symbols tab. 9. Drag a source email to the email flow. Select the topic Info1. 10. Click OK. 11. Drag a target agent group to the email flow. Select the agent group AG-Info1. 12. Click OK. 13. Connect the topic to the agent group. 14. In the Task Flow Set menu select Activate. The task flow is checked. A message is displayed indicating that the task flow set has been activated successfully. 15. Click OK.
Step 6: Publishing the UMR domain

You set up a UMR domain in the email settings. You must specify this UMR domain. Proceed as follows: 1. Open the UMR Administrator module. 2. Click Components. 3. Click C3000 SMTP Connector. The C3000 SMTP Connector dialog opens. 4. You can usually accept the default settings on the General tab. You must customize the Relay host for outgoing Mails. 5. Click the Local accepted DNS domains tab. 6. In Local accepted DNS domains enter the UMR domain you created earlier (in the step 1 of the example: company.com). 7. Click the Add button. The UMR domain is listed. 8. Click Save. You have entered the UMR domain in the UMR Administrator. 9. Close the dialog. 10. To activate changes, you must restart the service.
Step 7: Using POP3 or IMAP4

1. Open the Email configuration module. 2. Click Components. 3. Click C3000 POP3-IMAP4 client. The POP3 IMAP4 Connector dialog opens. Continued on next page
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Continued from previous page 4. Enter the following settings. Settings Maximum size of incoming messages (mega bytes) Comments You can enter a limit for incoming messages. When entering the maximum size, remember that the size also includes attachments, such as faxes, bitmaps and the like. The default setting is 2 MB. If messages are not received, check the size of incoming messages and increase the limit if necessary. Coordinate this value with your email administrator who has probably also set an upper limit for his or her system. The limit in UMR must be greater than or equal to this limit. Once the filling level in percent is reached, no new messages can be retrieved. Specifies the interval at which the POP3 service and IMAP4 client queried to determine whether the topic configuration has changed. You can set the interval from 10 to 1440 minutes. The default setting is 20 minutes.
Maximum DB filling level in percent Polling interval in minutes
5. Click Save. You have entered the UMR domain in the UMR Administrator. 6. Close the dialog. 7. To activate changes, you must restart the service.
Step 8: Sending a sample email

To test your configuration, you must send an email to the configured topic. Proceed as follows: 1. Write a sample email to Info1@company.com. 2. Send the email.
Step 9: Using UMR WebClient as an agent

You must sign on the to the CIE system as the configured agent and use the Email module. Proceed as follows: 1. Open the Email module. 2. Sign on to the agent group, AG-Info1 in the example. 3. The inbox folder should show the message. You can edit the message.
Setting up UMR
Configurations in the UMR Administrator

If you work only with emails in the CIE system, you must configure only the domain in the UMR Administrator. You can configure the security. If you also want to send SMS messages and faxes using the UMR application, you must complete other configurations in the UMR Administrator. The following rules apply for a CIE system with UMR. The CIE system and C3000 are constantly being synchronized. Topics are set up in the CIE system. If faxes or SMS messages are received externally through C3000, then you must define fax/SMS settings in the UMR Administrator since fax/SMS documents are only managed in C3000.
Tabs in the UMR Administrator for UMR

After you set up UMR, the UMR Administrator contains the following tabs: User tab UMR topics/domains tab Cover sheets tab Security tab Documents tab Archive/Delete tab
User tab
The following table display shows the settings on the User tab. Field First name Last name Email Email reply address Telephone/SMS extension Mobile number FAX extension Explanation Field is grayed. The first name is copied from the CIE. Field is grayed. The last name is copied from the CIE. Field is grayed. The email address is copied from the CIE. Field is grayed. The email address is copied from the CIE. Enter the extension at which SMS messages enter UMR. Shows the number of the mobile telephone. This is the extension, on which fax messages come into C3000.
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Field Fax sender identifier Cost center Street Zip code Place Activity/Designation
Explanation Enter an individual sender ID for the user. Enter a cost center (any string). Shows the street. This entry is used as the placeholder variable for the textblocks. Shows the zip code. This entry is used as the placeholder variable for the textblocks. Shows the place. This entry is used as the placeholder variable for the textblocks. Specifies the activity or the designation. This entry is used as the placeholder variable for the textblocks.
When you have completed your entries/changes, click the Save button.
What settings can be configured only in C3000?

Configure the following fields in the UMR Administrator. Telephone/SMS extension FAX extension Fax sender identifier Cost center More information See also: Reply address on page 305
Setting up UMR
Themes/domains tab (Topics)

Implement the following settings for topics. Field Name Email Explanation Field is grayed. The name of the topic is copied from CIE. Example: order Field is grayed. The email address of the topic is copied from CIE. Example: order@company.com This field is editable and only exists in C3000. In this field, enter the extension at which fax messages enter C3000 for this topic. This field is editable and only exists in C3000. In this field, enter the extension at which SMS messages enter C3000 for this topic. This field is editable and only exists in C3000. In this field, enter a custom sender ID for the topic. This field is editable and only exists in C3000. In this field, enter the cost center for this topic (any string). There are three list boxes: Cover sheet Letterhead 1st page Letterhead continuation pages For more information, see Chapter "How do I include cover sheets for the fax transmission?" on page 289. Maximum number of messages in the mailbox You can either use the global settings for the limit or specify a custom maximum number of messages for the topic.
FAX extension Telephone/SMS extension Fax sender identifier Cost center Fax layout settings
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Themes/domains tab (Topics)

As in the case of the SMTP connector it is possible to filter in the Security tab under Valid sender domains. The domains configured for UMR must also be entered for the SMTP connector as Valid sender domains. This is done automatically by UMR Administrator. The destinations in the UMR (agents, topics) generally have a different domain internally than that on which they can be accessed externally. Example: external: Agent1@group.com internal: Agent1@company.com. If an agent replies in his name or in that of the topic, then the external domain must be entered as a sender domain. In systems that operate for multiple clients, an agent or topic can own its own external domain for each client. Example: Agent1@group1.com Agent1@group2.com To find out under which domain the reply is made, it is necessary to determine to which client the original message was addressed. For this purpose the To or Cc field is evaluated in the message with the incoming document. A list of valid domains is configured in the system. The To field and in case no match is found there, the Cc field is compared with the list of valid domains in replies to an email. The first matching domain is used as the sender. If the system does not find any of the valid domains in the To or Cc field, then the domain configured in the agent or topic Email reply address field is used.
Setting up UMR
Examples for Topic Support: Valid domains: @group1.com, @group2.com Sender: support@group.de Email to (or Cc) support@group1.com support@avaya.com support@group2.com support@group2.com support@group1.com support@group.de support@xyz.com Sender of the reply support@group1.com support@group2.com support@group2.com support@group.de support@group.de
Security tab
On the Security tab, in Components - C3000 SMTP Connector you can configure the following rules for security. Domains to be rejected IP addresses to be rejected Valid sender domains (you can choose whether to enable this rule) More information See also: Security on page 304
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SMS gateway
The SMS gateway lets you send and receive text messages (SMS messages).
License
You need a valid license for the SMS gateway.
Terminals
SMS Business (GSM 03.38, 03.40 & 07.05) Messages are received and sent by default using GSM modules (cellular engines): Siemens M20 Terminal (GSM 900 MHz) or Siemens MC35/TC35 Terminal (Dualband) Devices have an integrated SIM card reader, and any commercially available SIM card can be used. Devices are connected to the serial interface of the host PC: M20 MC35/ D1, D2 D1, D2, e-Plus
For more information on terminals, see the manufacturer's documentation. Note Note the following when using Siemens terminals. Since GSM modules can technically only send and receive using one telephone number with their SIM card, a unique assignment for a received SMS message is only possible with a correct address within the message. SMS messages sent to an agent begin with the following address: "@<extension>" Example: @348 Otherwise the text message is delivered to the entered text message postmaster.
Setting up UMR
Configuration and operation

The UMR WebClient module lets you receive text messages directly if an extension for SMS messages is stored for the agent or topic. Central administration takes place using the UMR Administrator for SMS gateway, topics and agents. Before starting the SMS gateway, make sure that the entered PIN matches the SIM card installed. Otherwise the card will be locked if you try to log in too many times. Settings in UMR Administrator 1. In the UMR Administrator, open Components and select the correct SMS gateway. 2. To do so, click the service icon of the correct gateway. SMS Business (GSM) tab Components - [your SMS gateway] - SMS Business (GSM) tab The following settings are available for GSM terminals. Once you have entered all the parameters, click the Save button. You must restart the SMS gateway.
Setting SIM PIN Postmaster
Description Enter the PIN for your SIM card. To enable non-deliverable messages (recipient does not exist) to be collected, enter a valid account to receive them. Example: postmaster@company.com If your terminal is connected to the local serial interface of the SMS gateway server, select these options. Select the serial interface to which your terminal is connected. Example: COM3 Enter the Baud rate for your terminal. The Baud rates are: Siemens M20: 19200 Siemens MC35/TC35: 9600 If your terminal is connected to a terminal server, set the following parameters. Host name or IP address of the terminal server (RS232 port server). Note: The RS232 port server is not the Windows terminal server.
Serial port Port Baud rate
TCP/IP port Host name
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Setting TCP/IP port Insert sender SMS with more than 160 characters
Description Port address of the interface. If you select this check box, the sender written as g@[extension]h is inserted at the beginning of the SMS message. If an SMS message has more than 160 characters, you can select from the following three options: Do not send SMS messages longer than 160 characters are not sent. Cut The message is truncated after the first 160 characters. Split The message is divided into up to n parts each with 160 characters. You can select from 2 to 99 maximum permitted number. If more than the maximum permitted number of individual message blocks are needed, the message is truncated. The agent receives a message in his or her mailbox that the message has been truncated.
Realtime Information tab The Service Manager lets you monitor the SMS gateway when it is in operation. You can also use another PC in the network. To do so, in the Service Manager select the SMS gateway and click the Realtime Information tab. The top gray part of the Realtime Information tab contains information the version and most recent job search. The bottom part contains the status messages issued from the most recent gateway activities.
Setting up UMR
General tab On the General tab, enter the following information. Settings C3000 server Description Enter the host name of the C3000 server (the IP address in exceptional cases). All valid address formats in your system are accepted. Example: 127.0.0.1, localhost, FQDN and ums.company.com The working files of the gateway are generated in this directory. Controls the number of messages in Realtime Information. Do not use the debug level as the log level. Enter the polling interval. The polling interval is the time after which the gateway searches for new jobs. Enter the station name of the gateway. The name can contain up to 19 characters. This name identifies the gateway in the C3000 system and must be unique especially if you install multiple gateways.
Path for temporary files Log level Interval in seconds Identity
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C3000 fax gateway

The C3000 fax gateway is a gateway for sending and receiving for the FAX3 service.
FAX3
You can make the FAX3 service available at an extension for each user. The FAX3 service lets you send and receive fax G3 documents. Receiving color faxes The UMR can receive color faxes and grayscale faxes and display them as color or grayscale faxes once they are converted (tiff file).
Storing received messages temporarily

Fax messages that have been received but not yet sent to the UMR server are managed in an internal list. A copy of this list is stored temporarily in the directory .../commgw/temp/msg The system continuously attempts to deliver the documents stored temporarily to the UMR server. Example 1 A fax message is received but cannot be delivered to the UMR server because of an error. The message is stored temporarily. Another attempt to delivery the message to the UMR server is made later. Example 2 A fax message is received and delivered to the UMR server but could not be routed to the user. The message is stored temporarily but removed from the database before being delivered to the UMR server again. Note When the fax gateway is shut down, the next time it is started, the documents that are stored temporarily are delivered to the UMR server.
Setting up UMR
Configuration
You configure the C3000 fax gateway in the Avaya Service Manager and UMR Administrator. In the Avaya Service Manager use the basic configuration. In the UMR Administrator use the advanced configuration. To activate changes, you must restart the service. General tab The following table display shows the settings on the General tab. Setting C3000 server Comments Enter the PC name of the C3000 server (the IP address in exceptional cases). All valid address formats in your system are accepted. Example: 127.0.0.1, localhost, FQDN and ums.company.com In distributed systems, use a semicolon to separate servers. Example: localhost;172.16.35.142 Enter the station name of the gateway. This name identifies the gateway in the C3000 system. Note that the name must be unique especially if you install multiple gateways. Example: C3000 FaxGw 01 Enter the services that make the gateway available (separated by commas). Example: FAX3 Enter the local working directory of the gateway. Example: D:\C3000\CommGw\Temp\
Own name
Services
Working directory
Realtime Information tab The top gray part of the tab contains information on the version. Complete system messages are issued using TTrace. For more information on TTrace, see the relevant documentation.
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Advanced configuration in the UMR Administrator

The advanced configuration is read from the UMR server config DB. Use the UMR Administrator to configure the config DB. Notes You must have started the fax gateway at least once to write its default configuration to the database using the assigned name. For help on individual fields, options, etc. click Complete the following steps: 1. Once you have logged on to the UMR Administrator, click the Components button in the upper left. A list of available servers opens. 2. Expand the node of the server whose fax gateway you want to configure. To do so, click the + symbol to the left of the server name or server address. Configurable services are indicated by the pencil icon: .
3. Click the fax gateway you want to configure. The following tabs are available:
General tab General settings

Fax Gateway General tab General settings tab The following table display shows the settings on the General settings tab. Setting ISDN hardware Comments HALDLL setting for existing hardware configuration Select ACULAB for Aculab Prosody cards. Select CAPI for standard CAPI2.0 cards. Default: CAPI Enter the number for remote maintenance. You receive this number after project planning if you have purchased a remote maintenance package.
Extension
Setting up UMR
General tab Controlscript settings

Fax gateway General tab Controlscript settings tab The following table display shows the settings on the Controlscript settings tab. Setting Controlscript settings Comments Enter the name and path of the control scripts (scope) you want to run for the entered services.
Call options tab General Setting

Fax gateway Call options tab General Setting tab The following table display shows the settings on the General settings tab. Setting Country code Comments Country code of the site Do not enter a 0 in front of the number. The site is only required for call destination analyses. Example: 49 for Germany Default: 49 Value range: 1-99 The area code for the site including the area code for long-distance calls Example: 040 for Hamburg The entry may have a leading 0. The site is only required for call destination analyses. Example: 040 or 40 for Hamburg Default: 40 The base number for the C3000 fax gateway. (This is the number of the individual employees without the extension.) The site is only required for call destination analyses. Example: 269 Default: blank The number or number sequence used to initiate a national long-distance call. In Germany it is 0. Default: 0 The number or number sequence used to initiate an international long-distance call. In Germany it is 00. Default: 00 The digit that must be dialed on a PBX to access an external line (external line access). Default: 0
Area code
Based on:
Long-distance calls
International
Trunk line
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Setting Preselection
Comments You can also configure special special dialing options for billing charges using the PBX. The entered dial string is used instead of the destination. You can enter normal dial characters (numbers, * , #) and a few special keywords, which are replaced by the contents of fields in the C3000 database. You can use the following keywords: %PIN% The PIN of the employee who created the job. %KST% The cost center of the employee who created the job. %NST% The extension of the employee who created the job. %ZNR% The destination of the job. Example: 67%NST%1%ZNR%
Naming service global doubledial blocking
Enter the name server for global doubledial blocking. This activates global doubledial blocking. Doubledial blocking means: the system only dials the number for a job once. Global doubledial blocking runs on a central PC and is responsible for all fax gateways. The doubledial blocking server in the central C3000 system stores a list of numbers on the PC running the service. The list includes all numbers that are blocked automatically. The list of numbers is not permanently stored in a file or database. Make sure this service is only installed once. All fax gateways check the destinations of their jobs to prevent a number from being called twice at the same time. For each job, the fax gateways check whether the normalized destination is already in use. The job is either set to repeat or the destination is entered. The number is enabled again once the job is complete. The fax gateways refresh the status of a number within 60 seconds. Otherwise the service enables the number after 60 seconds. If this service cannot be reached, doubledial blocking on the local gateway is used. Use this option to activate doubledial blocking. Activating doubledial blocking prevents the same destination from being dialed simultaneously on different channels. Default: selected This option lets you define whether a C3000 message is created for messages for which no data is received (fax transmission failed or fax extension called). If you select the checkbox, a message is always created. If you clear the checkbox, messages are created only when data is received. Default: selected
Activate doubledial blocking
Always generate message
Setting up UMR
Call options tab Fax

Fax gateway Call options tab Fax tab The identifier consists of two parts: the base identifier and extension. The system creates the identifier according to the following rules: Rule 1: If a job-dependent sender ID exists, this ID is used. Otherwise rule 2 applies. Rule 2: If the user-specific identifier (define in user administration) is defined for the user, this ID is used. Otherwise rule 3 applies. Rule 3: The system tries to combine the ID from the default base identifier and the user-specific fax extension (define in user administration). If the fax extension is unknown, rule 4 applies. Rule 4: The ID is created from the default base identifier and the default extension. The following table display shows the settings on the Fax tab.
Setting Default base identifier
Comments Number entered in the fax header as the sender (according to rule 4). Example: +49 40 23658 Default: blank The base identifier is the number of the individual employees without the extension. In general, the base identifier consists of: - Country code (in Germany +49) - Area code without leading 0 (e.g. Berlin 30) - External line code (e.g. 123) - Node number (e.g. 9) In this example, +49301239 When a fax is sent, the identifier consists of the base and extension of the sender. If the sender does not have a fax extension, the default extension is used. When a fax is received, the identifier is always generated from the base identifier and the extension dialed. Default extension entered following the base number in the fax header as the sender (see rule 4). The default extension is always used if no extension is configured for a user. Example: 100 Default: blank Enter the name of the fax server. This server name is used for the RFC-compliant fax mail sender address, i.e., fax=<SenderNumber>@<Faxservername> If the fax mail sender address complies with RFC, the user can reply to a fax mail directly. This field is blank by default.
Default extension
Fax server name
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Setting Use identifier
Comments Use this option to define whether the identifier is transmitted. The fax sender consists of two parts: the identifier and fax header. You can also insert the identifier directly into the fax header using the %subscriber% variable. This can cause the ID to be displayed even if it is deactivated or the ID to be displayed twice if it is activated. Default: selected The fax sender consists of two parts: the identifier and fax header. This option lets you configure the second part of the fax sender, the header. In the header you can use different system variables in the form of placeholders, which are listed below: %subscriber% (sender ID Note: If the Use identifier checkbox is selected for the identifier, the ID is output twice in the header if you also use this variable.) %requestid% (request ID) %documentid% (document ID) %name% (last name of the sender) %firstname% (first name of the sender) %company% (company name of the sender) %extension% (fax extension of the sender) %time% (current time) %date% (current date) To output the page number and number of pages in the header, configure the CAPI such that the CAPI header is not suppressed. The header outputs the page number and number of pages left and right-aligned. The C3000 header appears between them. If you leave the header blank, no fax header is printed on outgoing faxes. Default: Fax #%requestid% %firstname% %name% Fax receipt: Sender off This option lets you define the information used as the sender and subject line of a fax when the fax is received. The two options are: fax sender identifier or sender telephone number Default: fax sender identifier
Header
Setting up UMR
Port Manager Net ports tab

Fax gateway Port Manager tab Net ports tab To create a new net port, follow these steps: 1. Click the Add button to create a new net port. 2. A new row is created with a column called Netport a column called Protocol. The Netport list box contains the numbers of net ports that have not been configured (starting with 0). The number of physical net ports available depends on your hardware. 3. Select a net port. 4. In the Protocol list box, select the required protocol. You can choose from: Euro ISDN QSIG (=Q-Reference Point Inter Exchange Signaling; specified by ETSI) VoIP 5. Click the green check mark assignment. Cancel 1. Click the red X Change 1. Click the pencil Delete 1. Click the trash icon Undo 1. Click the Cancel button to undo changes you have made since the last save. to delete the protocol and net port. to change the protocol. to cancel the process or change. and then the Save button to activate the net port protocol
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Port Manager Port assignments tab

Fax gateway Port Manager tab Port assignments tab The following table display shows the settings on the Port assignments tab. Setting Assigned UMS lines Comments Enter the lines reserved for C3000. Default: 60
Add button To add a configuration, follow these steps: 2. Click the Add button. A new line with a list box appears: 3. Select the configuration type: DEFAULT_FAX You can select configuration types you have created in addition to this default configuration type. 4. You can enter the number of inputs/outputs based on the configuration type. The number depends on the medium used: S0 port: 2 channels S2m port: 30 channels Channels are allocated following requests to the fax gateway. To select a secure setting, allocate the channels exactly to the outputs and inputs, for example 20 output channels, 10 input channels for an S2m port. You can also overload ports to use the system more effectively, for example 30 output channels, 30 input channels. If you use this option, you can only guarantee sending and receipt if not all of the channels are busy. Otherwise the busy tone sounds, and you must wait until at least one channel becomes available. 5. Click the green checkmark to accept the configuration. (Click the red X to discard the configuration.) The configuration is accepted (discarded). The icons change. 6. Continue to create configurations and click the green check mark to accept the configuration. 7. Be sure to click the Save button before going to another window. Otherwise the configurations you have created and accepted will be lost. Edit 1. Click the pencil Delete 1. Click the trash icon to delete the configuration. to edit the configuration.
Setting up UMR
Port Manager Configurations tab

Fax gateway Port Manager tab Port assignments tab Click the pencil or the Add button You can use these two options to change default configurations ( button). If you click the pencil Net port Fax Extension Default configuration type DEFAULT_FAX Tabs available: Netport, Fax, Extension ) or add new configurations (Add
, one or more of the following tabs appear depending on the type of port:
Portmanager Configuration Netport tab

Fax gateway Net port tab Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX
Net ports are the physical connection options of the fax gateway and are numbered, the first net port beginning with 0. Net port 0 selects the 1st connection option. CAPI CAPI-compatible ISDN cards are still the connection option most commonly used. In this case, net port 0 corresponds to ISDN controller 1, net port 1 to ISDN controller 2 and so on. Default: 0
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Port Manager Configuration Fax tab

Fax gateway Fax tab Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX
The following table display shows the settings on the Fax tab. Setting Node number Comments You can enter a number for the node number for fax extension. The number is a prefix for extensions and allows you to distinguish between users at different sites who have the same extension. Default: [no entry]
Setting up UMR
Port Manager Configuration Extension tab

Fax gateway Extension tab Port Manager tab Configurations tab Click the pencil for DEFAULT_FAX
The following table display shows the settings on the Extension Setting Use diverting number Comments
tab.
If you select this checkbox, the diverting number is evaluated (instead of the extension number) and used to find a mailbox. You can define this setting for each net port. If there is no diverting number, the configured extension digits are evaluated. If there is a diverting number and a mailbox is found, the welcome announcement from the telephone user interface begins. Default: not selected This function depends on the PBX settings. If the diverting number is evaluated, you can decide whether the original called number is evaluated instead of the last diverting number. Select the required options: - last diverting number - original called number Example: Telephone with the number 201 is diverted to number 303. 303 is diverted to number 242. 242 is diverted to C3000 with 333243: 201 303 242 333243 voice mail box(243) If the number called first is evaluated, the call goes to the mailbox for 201. If the last diverting number is evaluated, the call goes to the mailbox for 242. If no diverting number is evaluated, the call goes to the mailbox for 243. This function depends on the PBX settings. In this list box, select the total number of digits transmitted to the fax gateway by the PBX. Set the value to variable if the length of the incoming numbers used in your company varies or if you are using networked PBXs with incoming numbers of different lengths. You can only set the Use diverting number value if you have selected the Use diverting number checkbox. The number of digits of the system main extension is not evaluated. Default: 7 Value range: 1 to 25 (in increments of 1) The number of the last digits of the system main extension that make up the user extension. Example: System main extension: 1234100 Required user extension: 100 Digits to analyze: 3 Default: 3
Last diverting number or Original called number
Digicount of System-Main-Extension
Digicount to analyze
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Setting Internal extension length
Comments Use this option to define the length of internal numbers. Example Call from 123: recognized as internal Call from 1234: recognized as external Internal extension length: 3 Default: 3 Select this checkbox to enable messages to received for extensions not assigned in the system. In this case, you configure a valid default recipient (postmaster) in Avaya Service Manager. Default: not selected Value range: activated/deactivated Select this checkbox to enable messages to received for extensions that are too short. Default: disabled Value range: activated/deactivated Select this checkbox to enable you to set up users with extensions of different lengths in the system. Default: disabled Value range: activated/deactivated The system waits for a moment after each digit to see if another digit is coming.
Accept not assigned extensions
Accept short extensions
Accept variable extension length
Setting up UMR
Warnings Warningsystem tab

Fax gateway Warnings tab Warningsystem tab The following table display shows the settings on the Warningsystem tab. Setting Activate Warningsystem Comments Select this checkbox to switch on the warning system. The warning system calculates the fax transmission error rate. If the default rate is exceeded, a message is sent to a C3000 user (warning recipient, see below). Default: disabled Value range: activated/deactivated Threshold value range Enter the maximum number of transmission jobs, which is saved for calculating the error rate. Default: 20 Value range: 10 - 4294967295 Enter the minimum number of jobs that must be reached within the period entered as the timespan before the error rate is calculated. Default: 10 Value range: 10 - 4294967295 Enter the error rate % at which a warning is output if the rate is exceeded. The warning system is reset once a warning is issued. Default: 50 Value range: 1 - 100
Max. jobs
Min. orders
Errorrate n %
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Setting Timespan [minutes]
Comments Enter the max. age (in minutes) for the jobs that are used to calculate the error rate. Default: 60 Value range: 1 - 65535 Warning recipient range Enter the warning recipient that is notified when the defined error rate is exceeded. The address must be a complete address in the form user@domain.topleveldomain. The following example explains when warnings are sent and when they are not sent. The following sample default values are used: Max. orders: 20 Min. orders: 10 Errorrate in %: 50 Timespan [minutes]: 60: Let us assume a timespan of 60 minutes. Twelve faxes are sent in this timespan, the last two of which contain errors. Let us assume that the number of faxes with errors has reached 6. This is an error rate of 50%. The number of faxes sent (12) is between the max. jobs (20) and min. jobs (10). The conditions are therefore met: A warning is sent. Let us assume another timespan of 60 minutes and 30 faxes. Only the last 20 are included in the calculation since the default value for max. jobs is 20. Let us assume that 10 faxes contain errors. This is an error rate of 50%. The conditions are therefore met: A warning is sent. Let us assume another timespan of 60 minutes and 5 faxes. Let us assume that all 5 faxes contain errors. No warning is sent since the min. jobs number (10) has not been reached. Forwards to a connected mail system often only take the FAX service into account. In other words, the warning is not recorded by the forward rule. Remedy: Set up a forward rule for the warning recipient. Example: administrator@c3k.ci Default: user@domain.topleveldomain
Address
Setting up UMR
System messages (realtime manager information)

Error: 400000 Doubledial blocking detected. The number is already in use on another line. The job will be repeated later.
Extended tab Fax Footer

You can print up to three lines of information on the first page of a fax when it is received. A horizontal line separates this text from the original fax page. The page is scaled down accordingly. These three lines of information are also written in the email as text. Prerequisites You must have installed IrfanView Version 3.9.5 or higher. You must have installed tiffcp.exe and tiffsplit.exe. The path to the text used must be known. Settings Specify the following settings for a fax footer. Setting Insert fax footer TiffCP path TiffSplit path Irfan View path Comments Activates the fax footer when a fax is received. Specifies the folder with the file name of the tiffcp.exe application. Example: C:/tifftools/tiffcp.exe Specifies the folder with the file name of the tiffsplit.exe application. Example: C:/tifftools/tiffsplit.exe Specifies the folder with the file name of the i_view32.exe (IrfanView) application. Example: C:/IrfanView 3.5.1/i_view32.exe Specifies the character set and font size for the footer text. The default font is ARIAL. The default font size is 10. Specifies the spacing between the three lines in the footer. Specifies the number of spaces in a tab in the footer. Specifies whether the pages are reduced. Not selected: The page is compressed (default value). Fine lines may disappear. Selected: The page is compressed using grayscales Lines and text are slightly crinkled.
Character set
Line spacing Tab size Antialsing
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Setting Fax margins
Comments Specifies the distance in pixels to the margin and thus the area to which the first page received is compressed. Top: 0 pixels Bottom: 400 pixels Left: 0 pixels Right: 0 pixels Specifies the distance in pixels to the margin and thus the area in which the three footer lines are inserted. Top: 2038 pixels Bottom: 150 pixels Left: 100 pixels Right: 100 pixels Specifies the footer text. Only the first three lines are used. You can use placeholders. The default text is: This fax is from %sender%. The fax was received from %starttime% to %endtime%. The fax has %numberofpages% pages.
Footer margins
Footer text
Setting up UMR
Placeholder The placeholders you can use are explained in the table below. Placeholder %sender% Explanation This placeholder stands for the CallerID or subscriber depending on which you want to use for the sender and subject (configured in UMR Administrator). This placeholder stands for the start time of the fax transmission and is in the following format: 05.12.2005 12:32:37 This placeholder stands for the end time of the fax transmission and is in the following format: 05.12.2005 12:32:45 This placeholder stands for the number of pages of the transmitted fax.
%starttime%
%endtime%
%numberofpages%
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Settings in the Windows registry

You need registry keys to make the following fax gateway settings: Configuring FAX file extensions To use a file extension other than *.tif for incoming faxes, go to: HKEY_LOCAL_MACHINE\SOFTWARE\COM:ON\ C3000 Fax Gateway\Config and use the following registry key: FAX_FILE_EXTENSION Enter the type: REG_SZ as the value (context menu: String). Example: fax No external line for internal calls To prevent using an external line for all outgoing calls of a specified length or shorter, go to: HKEY_LOCAL_MACHINE\SOFTWARE\COM:ON\ C3000 Fax Gateway\Config and use the following registry key: INTERN_DIGITS_LENGTH Enter the internal extension length as the value. Configuring the user extension cache When the fax gateway starts up, it retrieves all user extensions (fax) and stores them. The cache is refreshed every 30 minutes. This is the default setting from the C3000 installation. To change the refresh value, go to: HKEY_LOCAL_MACHINE\SOFTWARE\COM:ON\ C3000 Fax Gateway\Config In the registry key: USER_CACHE_RUNNER_INTERVAL You can enter a value between 15 minutes and infinite. If the connection to the UMR server is lost, the data in the cache is used for messages.
Setting up UMR
How do I include cover sheets for the fax transmission?

If you use faxes or SMS messages, you must install the correct gateway and set it up in UMR Administrator. Page Cover sheets To automatically send cover sheets and letterhead templates in a fax transmission, in the UMR server you can include layout elements in the form of RTF documents (Rich Text Format). Use UMR Administrator to import these documents. Complete the following steps: 1. In UMR Administrator click the Cover sheets tab. You will see the Load cover sheet on to the server tab. Specify the type of layout (Cover sheet and letterhead 1st page / continuation pages) and load a corresponding document. 2. Click Add. The designator and file selection (RTF) fields and Use list box appear. Settings Designator File selection (RTF) Use Comments Enter a name for the layout element. Example: First page (spaces are not allowed) Click Browse and select the required RTF file. The following are available: Cover sheet, letterhead (1st page), letterhead (continuation pages) The included cover sheets and letterheads can now form part of the send options in the respective client for a fax transmission. to accept the setting. to accept the setting.
3. Click the green check mark
4. Select one or more other files and in each case click the green check mark 5. Click Save so that an ID is created for every file and all settings are saved.
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Creating a cover sheet or letterhead 1. To create a cover sheet or letterhead, create a document including the components that you want, for instance, in MS Word. Save this as an RTF file (Rich Text Format). The fonts used must be available on the server. 2. Cover sheets and letterheads are combined together with address information and the letter text into a Tiff document. You can overlaying text and graphics. Note therefore the positions of the text items and logos on the cover sheets and letterheads. When using a letterhead we recommend that in general you work with autoreply templates/templates. You adjust these templates in the margins to the stored letterhead. Otherwise parts of the document being faxed may appear on the header or footer of the letterhead. 3. In addition placeholders are automatically replaced when using cover sheets. In this way positioning and formatting of various dynamic cover sheet text elements such as, for example, today's date, recipient name and address or covering letter are already taken into account in the layout of the cover sheet. All options are feasible for this, which offer RTF format, including graphics and any fonts and font sizes.
Placeholders variable for cover sheets

Placeholders consist of a keyword in CAPITAL LETTERS and are enclosed in '$' characters, example '$MEMO$'. The formatting of the placeholders (i.e. font and font size) matches the formatting of the substituted text. The following table describes the possible placeholders and what they represent: Placeholder $MEMO$ $S_NAME$ $R_NAME$ $S_FIRSTNAME$ $R_FIRSTNAME$ $S_COMPANY$ $R_COMPANY$ $S_FEXT$ $S_VEXT$ $S_FAXINFO$ $S_ROOM$ $R_ROOM$ $S_STREET$ Description Covering letter (memo text) Sender address, name Recipient address, name Sender address, first name Recipient address, first name Sender address, company name (not for UMR) Recipient address, company name Sender address, fax extension Sender address, voice extension Sender address, fax sender identifier Sender address, building number and room number (not for UMR) Recipient address, building number and room number (not for UMR) Sender address, street
Setting up UMR
Placeholder $R_STREET$ $S_CITY$ $R_CITY$ $S_ZIP$ $R_ZIP$ $S_COUNTRY$ $R_COUNTRY$ $R_TARGET$ $REQID$ $DOCID$ $DATE$ $TIME$ $SUBJECT$ $SIGNATURE$ Note
Description Recipient address, street Sender address, city Recipient address, place Sender address, ZIP code Recipient address, ZIP code Sender address, country (not for UMR) Recipient address, country Recipient address, actual fax number Unique transmission job ID Unique document ID Today's date Current time Subject The sender's signature
The placeholders are only substituted in the cover sheet if their value is recognized. In a simple mailshot from the mail system this is often only the destination fax number of the recipients and information about the sender.
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Connection to Microsoft Exchange

This topic describes how the CIE system connects to Microsoft Exchange.
What do I have to configure in DNS/ADS and in UMR Administrator?

In order to connect the CIE system to Microsoft Exchange, you must configure the following in DNS / ADS and in UMR Administrator: Set up domain/subdomain and mail server Set up a contact Set up a distribution group Include the contact as a member in the distribution group UMR Administrator configuration: Enter subdomain These configurations are explained in full detail below.
Set up domain/subdomain and mail server

1. Open DNS: Start Settings Control Panel Administrative Tools DNS
2. In the console structure click on DNS, then on the server on which the Exchange server is installed and then on Forward Lookup Zones. 3. Using the right-hand mouse button click on the domain (e.g. company.com) and then in the pop-up menu on New Mail Exchanger ... . 4. In the Host or child domain field enter a subdomain (e.g. umr). 5. In the Mail server field [Fully qualified domain name (FQDN) of mail server] enter the mail server on which the C3000 SMTP connector is running. 6. Accept the value in the Mail server priority field. 7. Click OK.
Setting up UMR
Seting up a contact
You set up a dedicated contact for each topic. 1. Open ADS: Start Programs Microsoft Exchange Active Directory Users and Computers. Contact.
2. Click on the domain e.g. company.com in the console structure 3. Using the right-hand mouse button click on Users and in the pop-up menu click on New 4. Enter the name of the contact in the Last name field. 5. Use the default setting (activated check box: Create an Exchange e-mail address. 6. Click the Modify button. 7. Select SMTP address as the e-mail address type and click OK. 8. In the e-mail address field enter a UMR address, e.g. support@umr.company.com and click OK. The user whose e-mail address is being used must be a C3000 user. 9. Click Next. 10. Click Finish. The contact has now been set up.
Setting up a distribution group

1. Open ADS: Start Programs Microsoft Exchange Active Directory Users and Computers Group.
2. Click on the domain e.g. company.com in the console structure. 3. Using the right-hand mouse button click on Users and in the context menu click on New 4. Under Group type select the option Distribution[. 5. Under Group scope select the Universal option. 6. In the Group name field, enter a group name (e.g. Support). 7. Click Next. 8. In the next window accept the default settings (enabled control box: Create an Exchange e-mail address. 9. Click Next. 10. Click Finish. Continued on next page
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Continued from previous page 11. The distribution recipient (e.g. Support) is created. 12. Double-click on the distribution group that has just been set up (e.g. Support (type: distribution group - Universal)) or Using the right-hand mouse button click on the distribution group that has just been set up and in the pop-up menu click on Properties. 13. The Properties window appears. 14. Click on the General tab . 15. In the E-mail field, enter an e-mail address. This must correspond with the topic in CIE, e.g. support@company.com 16. Click OK. You have now set up the topic.
Include the contact as a member in the distribution group

1. Open the distribution group, by double-clicking on it or by clicking on it with the right-hand mouse button and by selecting Properties from the pop-up menu. The Properties window appears. 2. Click the Members tab. 3. Click the Add button. 4. Click Advanced and then on Find Now. Select one or several contacts. A multiple selection is possible here. Click the Add button and then click OK. 5. You return to the Properties window. Click OK. You have now included one or several contacts as member(s) in the distribution group.
UMR Administrator configuration: Enter subdomain

1. Open the application UMR Administrator. 2. Click Components. 3. Click the + in front of the computer and click C3000 SMTP Connector. 4. The C3000 SMTP Connector tab appears. 5. Under Local accepted DNS domains enter the subdomain created above (e.g. umr.support.com) and click the Add button. 6. The subdomain appears in the list of domains. 7. Click Save. You have now entered the subdomain in UMR Administrator.
Setting up UMR
Setting up a relay host for outgoing e-mails

1. On the C3000 SMTP Connector tab in the Relay host for outgoing mails field enter the relay host, which is responsible for external e-mail traffic for the Internet. 2. Click Save. You have now set up the relay host for outgoing e-mails. You have now completed the necessary configurations for connecting from UMR to the mail system Microsoft Exchange.
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Connection to GroupWise
This topic describes how the UMR system connects to GroupWise. This description is aimed at experienced GroupWise administrators.
What do I have to configure in DNS, GroupWise and in UMR Administrator?

To connect the UMR system to GroupWise, you must configure the following in DNS, GroupWise and in UMR Administrator: Configure DNS and GroupWise Internet agent Set up the distribution list Set up an external mailbox / domain with an external user UMR Administrator configuration: Enter subdomain Sett up a relay host for outgoing e-mails These configurations are explained in full detail below.
Configuring DNS and GroupWise Internet agent

On the DNS server under the domain (e.g. company.com) under the Forward Lookup Zone you set up a new Mail Exchanger (e.g. umr). As the mail server you enter the mail server on which the C3000 SMTP Connector is running. Alternatively, in your GroupWise system you can also install an additional GroupWise InternetAgent (GWIA), which has entered as the relay host that computer on which the C3000 SMTP Connector is running.
Setting up a distribution list

1. Create a GroupWise distribution list for the UMR topic (e.g. Support) 2. Assign this distribution list to your GroupWise post office. 3. On the GroupWise Internet addressing from the the preferred address format selection list select the entry UserID@Internetdomain. The UMR topic can be accessed externally from the Internet on this address (e.g. support@company.com).
Setting up UMR
Setting up an external mailbox / domain with an external user

1. In GroupWise you create a new Non-GroupWise domain using the name (e.g. UMR). 2. Connect this domain with the GroupWise domain (e.g. GWDOM), in which the Post office is located, to which the GroupWise distribution list belongs. 3. Create an external post office (e.g. UMR_routing) in the non-GroupWise domain. 4. Create an external user in the external post office. This external user must be called exactly the same as the topic in the UMR system (e.g. Support). 5. Add this external user to the GroupWise distribution list (e.g. Support).
Establishing the connection between the customer domain and the non-GroupWise-domain
1. In the connection configuration of the GroupWise domain (e.g. GWDOM) set up a Gateway connection to the non-GroupWise-domain. From the Gateway connection selection list select the GWIA, which is responsible for the connection with the UMR system. 2. in the Gateway access string field enter the name or the IP address of the mail server, on which the C3000 SMTP Connector is running.

1. Open the application UMR Administrator. 2. Click Components. 3. Click the + in front of the computer and click C3000 SMTP Connector. 4. The C3000 SMTP Connector tab appears. 5. Under Local accepted DNS domains enter the subdomain created above (e.g. umr.company.com) and click the Add button. 6. The subdomain appears in the list of domains. 7. Click Save. You have now entered the subdomain in UMR Administrator.
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1. On the C3000 SMTP Connector tab in the Relay host for outgoing Mails field enter the relay host which is responsible for external e-mail traffic for the Internet. 2. Click Save. You have now set up the relay host for outgoing e-mails. You have now completed the necessary configurations for connecting from UMR to the GroupWise mail system.
Setting up UMR
Connecting to Lotus Notes

This topic describes how the UMR system connects to Lotus Notes.
Was do I need to configure in Lotus Notes?

To connect the UMR system to Lotus Notes, you must configure the following in Lotus Notes: Set up global domain in the Domino Directory Setting up a foreign SMTP domain Enabling SMTP on Domino server Setting up a new group These configurations are explained in full detail below.
Set up global domain in the Domino Directory

You only need to set up the global domain, if you have not yet set up an e-mail connection in your company. Add domain, type: Global domain. Enter Notes domain Enter the company address (e.g. company.com) as the local primary Internet domain Enable Internet address search Complete the following steps: 1. Start the Lotus Domino Administrator: Start Administrator. 3. The login window appears. 4. Enter the password and click OK. 5. The Lotus Domino Administrator window appears. 6. Go to Messages Domains in the tree. 7. Click the Add Domain button. 8. On the Basics tab click on the arrow under Domain type. Continued on next page Programs Lotus applications Lotus Domino
2. If necessary: From the popup window select a corresponding user and click OK.
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Continued from previous page 9. A window appears with a list of keywords. 10. Select Global domain and click OK. 11. Enter the Notes domain: To do this, enter the Global Domain name (e.g. UMR domain). This name is only a display name and can be chosen as desired. 12. Click the arrow under Global Domain role. A window with a list of keywords appears. 13. Select: V5 Internet Domains or V4.x SMTP MTA [R5 Internet Domains or R4.X SMTP MTA] and click OK. 14. Under Use as default Global Domain enable the Yes check box. 15. (Optionally) click the Restrictions tab. Under Domino domains and aliasesenter the Domino Notes domain. 16. Click the Conversions tab. 17. Under Local primary Internet domain enter the Internet domain of your company (e.g. company.com). 18. Click the arrow under Internet Address lookup. 19. A window with a list of keywords appears. 20. Select Enabled and click OK. 21. Click the Save & Close button. You have now set up the global domain in the Domino Directory.
You have now set up a foreign SMTP domain

Add domain, type: Foreign SMTP domain Enter UMR address (e.g. company.umr) Enter the Internet host of the C3000 SMTP Connector Complete the following steps: 1. In the Lotus Domino Administrator window in the directory tree go to Messages 2. Click the Add Domain button. 3. On the Basics tab click on the arrow under Domain type. 4. A window appears with a list of keywords. 5. Select Foreign SMTP Domain from and click OK. 6. Click the Routing tab. 7. Under Internet Domain enter the domain under which you are addressing the C3000 domain in Lotus Notes (e.g. company.umr). 8. Under Internet hostenter the Internet address of the C3000 SMTP Connector. 9. Click the Save & Close button . You have now set up the foreign SMTP domain. Domains.
Setting up UMR
Enabling SMTP on Domino server

Complete the following steps: 1. In Lotus Domino Administrator in the directory tree go to Messages 2. Select the current server and click the Edit Configuration button. 3. Click the Router/SMTP tab. 4. Click the arrow under SMTP used when sending messages outside of the local Internet domain. 5. A window with a list of keywords appears. 6. Select Enabled and click OK. 7. Click Save & Close. The Domino server has now been enabled for SMTP. Configurations.
Setting up a new group

Create new group, type: Mail only Member: Enter UMR topic (e.g. support@company.umr) and where applicable Set up Notes member Enter Internet address, on which messages are received (e.g. support@company.com) It is sensible to set up a dedicated group for each topic. Complete the following steps: 1. Click the Persons and Groups tab in Lotus Domino Administrator. 2. In the directory tree go to domain directory and then to Groups. 3. Click the Add Group button. 4. Click on the Basics tab. 5. Under Group Name enter a name for the group (e.g. UMR). This group will subsequently receive e-mails from the Internet. 6. Click the arrow under Group type. 7. A window with a list of keywords appears. 8. Select Mail only and click OK. 9. Under Members enter a topic directly into the field (e.g. support@company.umr). You must also set this topic up in CIE. In C3000 you must set up this domain in the C3000 SMTP Connector on the SMTP-Connector tab (e.g. company.umr). Continued on next page
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Continued from previous page 10. If e-mails should remain in Lotus Notes, you should also set up Lotus Notes members: Click the arrow under Members. 11. Select a Lotus Notes user from the left-hand list and click the Add button. Repeat this step for other Lotus Notes users. 12. Click OK. 13. The selected Lotus Notes users appear in the Members field. 14. Under Internet address enter the Internet address, on which messages are received (e.g. support@company.com). 15. Click the Save & Close button. A New Group has now been set up.

1. Open the application UMR Administrator. 2. Click Components. 3. Click the + in front of the computer and click C3000 SMTP Connector. 4. The C3000 SMTP Connector tab appears. 5. Under Local accepted DNS domains enter the subdomain created above (e.g. company.umr) and click the Add button. 6. The subdomain appears in the list of domains. 7. Click Save. You have now entered the subdomain in UMR Administrator.

1. On the C3000 SMTP Connector tab in the Relay host for outgoing Mails field enter the relay host which is responsible for external e-mail traffic for the Internet. 2. Click Save. You have now set up the relay host for outgoing e-mails. You have now completed the necessary configurations for connecting from UMR to the Lotus Notes mail system.
Setting up UMR
Address book connection

Address book functionality is integrated in the UMR WebClient module. The address books displayed there are served by the address book server. The address books an agent is able to use and modify in the UMR WebClient module are set in the configuration of the address book server.
Address Book Administration module

To connect address books and make necessary settings, use the Address Book Administration module.
Documentation
For information on how to set up address books and which settings you must make, see the following documentation. Customer Interaction Express 1.0 Address Book Administration Online Help for the Address Book Administration module
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Security
To increasesecurity, prevent SPAM and for other reasons, it may be a good idea not to allow your own specific domains or IP addresses. You can block domains and IP addresses. Otherwise you can specify valid sender domains. Make these settings using the UMR Administrator application.
Possible rules
You can configure the following security rules. Domains to be rejected IP addresses to be rejected Valid sender domains (you can choose whether to enable this rule)
Settings
To enhance security, you can configure the rules. Proceed as follows: 1. Start UMR Administrator as you normally would. 2. Click Components. 3. Select a server. 4. Click C3000 SMTP Connector. 5. Click the Security tab. 6. Click Add to add domains, IP addresses or valid senders. 7. To delete domains, IP addresses or valid senders, click 8. To activate changes, you must restart the service. (delete).
Setting up UMR
Reply address
You can set an address referring to agents or topics.
Email reply address for agents

You can enter the email reply address. You must enter the setting in the Email reply address field in the agents configuration. The email reply address is used by the UMR WebClient, when an agent drafts a new email. If you do not configure an email address, the email address configured in the CIE UI is used. Replies and forwarding When replying and forwarding emails the UMR WebClient behaves as follows. A check is carried out to determine whether the recipient of the original message belongs to a valid domain. Valid domains are the domains used in the company. If this is the case, then this domain is used for the reply address for the email. If this is not the case, then the same process occurs as when writing a new email (does not take place with the correct configuration of the domain).
Email reply address for topics

You can enter the email reply address. You must enter the setting in the Email reply address field in the topic configuration. If you are replying in the UMR WebClient as a topic or are forwarding an email, then the behavior is the same as when replying and forwarding as an agent (see above). Limitation Creating a new message as a topic is not currently possible.
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Querying the filling level

In UMR Administrator, you can set an interval for querying the filling level and threshold values for the UMR runtime database.
Settings in UMR Administrator

You can set the following settings for querying the filling level. In general, you can use the default settings. The settings are located in General on the System tab.
Setting DB size checking interval [minutes]
Comment Specifies the query interval for the DB filling level in minutes. If the filling level exceeds a configured threshold value, a message is created in TTrace. Default: 15 minutes Specifies the level in percent for the info message. If this level is exceeded, an info message is created in TTrace. Default: 80 percent Specifies the level in percent for the alarm message. If this level is exceeded, an alarm message is created in TTrace. Default: 90 percent When you open the System tab, the current size of the database in percent is queried and displayed. This level value is the same value evaluated by the SMTP connector or POP3 IMAP4 client. If that level is exceeded, no more emails are accepted or retrieved.
Level for info message [%]
Level for alarm message [%]
Current DB size [%]
Recommendation for TTrace

We recommend setting up an SMTP message to be generated on the messages output in TTrace to stay informed of the current status. You must react to alarm message at least as otherwise the system may shut down.
Setting up UMR
Tips and tricks

Load protection
The process kernel and UMR task server communicate with each other directly. The process kernel defines how many new messages the UMR task server can send per topic. In general, the process kernel is notified of all new messages received by the UMR task server when they are received. If the two process kernels and vectors are fully utilized at that moment, only the events necessary for reporting are forwarded to them. The task itself becomes inactive until emails in vectoring have been routed and the value falls below the threshold value. Emails in the kernel process and vectors are qualified in the task flow scope. Inactive emails are subsequently sent according to the first-in first-out principle. The threshold values are fixed and cannot be influenced externally. Exception When new messages are signaled, the kernel process checks (assuming the correct topic configuration) whether the messages can be delivered directly to the current agent/last agent/preferred agent without going through vectoring. Additional precautions You can take additional precautions. Limit the maximum email size (UMR Administrator) Limit the maximum number of emails/topics (UMR Administrator) Define threshold values for the database to prevent additional emails from being received if the values are exceeded.
Configuring text blocks

You can configure text blocks using the Textblock Administrator module. To do so, you must have the Textblock Administration privilege. For more information, see the following documentation. Customer Interaction Express 1.0 Textblock Administrator user manual Customer Interaction Express 1.0 Web Client user manual
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Setting privileges
You set privileges in the Configuration module. Proceed as follows: 1. On the Agent tab, double-click the agent whose privileges you want to set. 2. Click the General tab. 3. Click the Privileges... button. 4. Click the UMR tab. 5. Enable the required privileges. 6. Click OK to save your settings. For more information, see the Customer Interaction Express 1.0 Configuration user manual or the Online help for the module.
Database maintenance and repair

Backing up the database
You can back up data to a file or tape. Please note the relevant prerequisites. You can make a backup while CIE is running.
What is a backup server?

The backup server is used for backups, dumps, restores and loads of certain databases and transaction logs for Adaptive Server Enterprise. A backup server must run in the same system as the respective installation of Adaptive Server Enterprise.
Guidelines for backing up the master database

Back up the master database after every change. Each process concerning hard disks, memory, databases or segments leads to changes in the system tables of the master database. Back up the master database after creating the CIE database and after increasing the size of the CIE database.
Guidelines for backing up the CIE database

Back up the CIE database after the following events: Right after installation to have a basic backup copy. Afterwards, back up the database according to a schedule. The recommended minimum default is to back up the transaction log daily and the database weekly. After deleting entries from the transaction log without creating a backup copy. Before each upgrade using the CIE setup.
Online help for Sybase

The Online Help for Sybase, which lets you search by error number, can be found at: http://manuals.sybase.com/onlinebooks/group-as/@Generic__CollectionView;pt=group-asarc;lang=en
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Backing up the database

You can back up the database to a DAT tape or to free hard drive space. Use the Sybase Central Java Edition administration tool. You can back up the cc database to a file and copy it to a newly created database.
Prerequisite
The BCKServer_Host name Sybase service must be started.
Backing up a database
To back up a database, follow these steps. 1. Start Sybase Central Java Edition. 2. In the Extras menu select Connect. The Connect to Adaptive Server Enterprise dialog opens. 3. Enter the user name sa. 4. Enter the password. 5. Right-click the cc database. A pop-up menu opens. Select Backup. 6. Select cc. 7. Click Next. 8. Select Backup the entire database. 9. Click Next. 10. Click Add. 11. Select 13. Click OK. 14. Click Next. Use the default. 15. Click Next. Use the default. 16. Click Next. Use the default. Depending on the amount of data the backup might take up to ten minutes. 17. Click Finish. Check the messages for errors. Explicit dump device. 12. Enter the physical data medium e.g. c:\DBBackup\db_cc.
Restoring the database

To restore a database you must restore it and then bring it online.
Prerequisite
The following conditions must be met before you can restore a database. The Watchdog service must not be started. Stop the Watchdog service. Please note that the size of the database upon restore must match the size of the saved database. The settings for Size of the database device, Size of the log device and Size of the temp device must match.
Restore
To restore a database, follow these steps. 1. Start Sybase Central Java Edition. 2. In the Extras menu select Connect. The Connect to Adaptive Server Enterprise dialog opens. 3. Enter the user name sa. 4. Enter the password. 5. Right-click the cc database. A pop-up menu opens. Select Restore. 6. Select cc.Click Next. 7. Select Restore the entire database. 8. Click Next. 9. Click Add. 10. Select 12. Click OK. 13. Click Next. Use the default. 14. Click Next. Use the default. 15. Check the messages for errors. Click Finish. 16. You need to set the database online. Select the server. 17. Press F5. The view is refreshed and the database is marked as offline. 18. Right-click the database. Confirm the message with OK. 19. Select Online. The database is now online again. Explicit dump device. 11. Enter the physical data medium e.g. c:\DBBackup\db_cc.
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Increasing the size of a database

You must increase the size of a database, if necessary.
When must you increase the size of the database?

When you update a database, you may need to increase its size. See also: Step 6: Upgrading the database on page 82
Increasing size
To increase the size of a database, follow these steps. 1. Start Sybase Central Java Edition. 2. Select Connect under Tools. The Connect to Adaptive Server Enterprise dialog opens. 3. Enter the user name sa. 4. Enter the password. 5. Click the Database Devices folder. 6. Double-click ccdev. 7. The current size of the database device is indicated in the Space allocated input box. Enter a new value. 8. Click OK. 9. Click the Databases folder. 10. Right-click the cc database. A pop-up menu opens. 11. Select Properties. 12. Click the Devices tab. 13. Select the device you just increased. 14. Click Edit. 15. In the Add Space field, enter the value you used to increase the size of the device. 16. Click OK in the open dialogs.
System diagnostics with stored procedures

You can use stored procedures to query the database memory capacity and the connections to the database server.
Used and free database memory capacity

You can query the size and the used and freememory of the log and data segments of a database in megabytes. ISQL command check_space Example isql -U sa -P password 1>use cc 2>go 1>check_space cc 2>go DB name -----------------------------cc (1 row affected) DB name -----------------------------cc (1 row affected) (return status = 0)
size used free ----------- ----------- ----------3000 1920 1080 log size log used log free ----------- ----------- ----------500 51 449
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Current connections to the database server

You can query the current connections to the database server. Connections via db_srv are displayed with the IP address and Process ID (PID) of the original process. This allows you to check which CIE processes currently have an active connection to the database. ISQL command show_connections Example isql -U sa -P password 1>use cc 2>go 1>show_connections 2>go spid program_name ------ -------------------14 128.11.111.42:3860 15 128.11.111.42:7888 16 17 128.11.111.42:4968 18 19 20 21 128.11.111.42:7656 22 128.11.111.42:4968 43 SC_ASEJ_Mgmt 50 128.11.111.42:4968 56 isql 60 isql (13 row affected) (return status = 0)
login_name --------------ccuser ccuser truser ccuser truser truser truser ccuser ccuser sa ccuser ccuser ccuser
hostname dbname ---------- --------------cc cc tr cc tr tr tr cc cc amarillo cc cc AMARILLO cc WC01035 cc
Advanced database configuration

The following topics provide tips for configuring a database.
Working memory (max memory) used

You can define the working memory (max memory) used for Sybase ASE. Limitation You can set a max memory of up to 1.4 GB. If you use a higher value, Sybase may not function properly. After you change the size of the working memory, you must always change the size of the default data cache accordingly. Settings To change the working memory used (max memory), follow these steps. 1. Start ISQL in a command prompt (DOS box). Enter the following commands. isql -U sa -P password 2. To change the working memory size, enter the following commands. The size of the working memory used is specified in megabytes (500 Mbytes in this example). 1>sp_configure "max memory", 0, "500M" 2>go 3. You must also change the default data cache accordingly. Enter the following commands. 1>setup..set_default_data_cache 2>go
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Improving database access time

Data changes made in the database tables causes the database access time to increase over time. This is particularly true for reporting table access. To counteract this performance loss, we recommend that you update the index reporting at regular intervals. Interval recommendation When you first install a CIE system, we recommend a weekly interval. From experience, we know that in general, many changes and reconfigurations are made in a new CIE system. After this time, it is sufficient to update the index reporting at intervals of every four weeks to three months. The interval depends on the amount of data. A longer interval is sufficient for smaller data quantities. Note This process can take several hours for large quantities of data. Procedure 1. Start ISQL in a command prompt (DOS box). Enter the following commands. isql -U sa -P password 1>use cc 2>go 2. To update the index reporting, enter the following commands. 1> exec UpdateStatistics 2> go
Multi-processor mode
If the Sybase database server is running on a computer with more than one processor, multiple processors can be configured to increase the performance of Sybase. This enables parallel processing of database queries. Processors in this context include both virtual (hyperthreading) and physical CPUs. It is best to use the display on the Performance tab of Windows Task Manager as a basis for the number of CPUs. Note that you must never assign all available CPUs to Sybase, as enough processor power must also be reserved for the operating system and additional applications (db_srv, lna_srv, etc.). Formula The following formula applies for a computer on which only the components of the database setup are installed. Max. number = CPUs-1 Settings The following example shows the configuration of a computer with four CPUs. 1. Start ISQL in a command prompt (DOS box). Enter the following commands. isql -U sa -P password 2. Enter the number of CPUs minus one. Enter the following commands. sp_configure "max online engines", 3 go sp_configure "number of engines at startup", 3 go 3. You must restart the Sybase SQLServer_servername service. Parallel processing 1. If you would like to configure parallel processing (number of CPUs*3+1), enter the following commands. sp_configure "number of worker processes", 10 go sp_configure "max parallel degree", 3 go sp_configure "max scan parallel degree", 3 go
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Troubleshooting
Troubleshooting
OmniNames does not start
The Corba name service may not start.
Possible reasons
The Corba name service may not start for the following reasons. The hardware was changed Network settings were changed
Error elimination
You must delete the log files. Proceed as follows: 1. In the c:\Documents and Settings\All Users\Application Data\omniORB folder (if available) delete the omninames_hostname.log and omninames_hostname.bak files. 2. Delete the omninames.errlog file. 3. Restart the service.
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The reporting viewer or WebLM is not working

If you use the reporting viewer in the CIE system or if you use WebLM, you may not be able to reach the respective Web server.
Possible reasons
Internet Explorer settings are used for accessing the Web server. If you use a proxy server, you must configure an exception.
Troubleshooting
If you use a proxy server, you must configure an exception in Internet Explorer. Proceed as follows: 1. Start Internet Explorer. 2. In the Tools menu select Internet Options. The Internet Options dialog opens. 3. Click the Connections tab. 4. Under LAN Settings click Settings. 5. Under Proxy server click Advanced. 6. Under Exceptions enter PC name:8443. Use the host name of the computer running the reporting viewer or WebLM as the server name. 7. Click OK. 8. Click OK. 9. Click OK.
Troubleshooting
Tomcat applications are not running

If a Tomcat application is running with SSL (not set by default), you must add the host name of the Tomcat server as a trusted site in the IE configuration of the PC for the Agent (user interface).
Message cannot be sent via SMTP Connector

If you are using a McAfee 8.0 virus scanner, you cannot send messages via the SMTP Connector.
Possible reasons
Port 25 (well-known port for the SMTP protocol) is blocked in the default configuration of McAfee 8.0.
Troubleshooting
To correct this problem, you must tell McAfee that SMTPConnector is a trusted program. Proceed as follows: 1. Right-click McAfee on the task bar. 2. Select VirusScan Console. 3. Double-click Access Protection. 4. Click the Port Blocking tab. 5. Select Prevent mass mailing worms from sending email. 6. Click Edit. 7. Add SMTPConnector.exe.
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Tips and tricks
Tips and tricks

Setting in Sybase Central: Connection profile
You can create a connection profile for Sybase Central using Sybase Central Java Edition.
Advantage
The advantage of this connection profile is that you can start Sybase Central without user identification.
Creating a connection profile

To create a connection profile for the cc database and with the user sa, follow these steps. 1. Sybase Central Java Edition is open. 2. In the Tools menu select Connection Profile. The Connection Profiles dialog opens. 3. Click New. The Create New Profile dialog opens. 4. Enter a name, e.g. cc. 5. Click OK. The Connect to Adaprive Server Enterprise dialog opens. 6. Enter the user name sa and the password. 7. Click OK. 8. Select the connection profile cc. 9. Click Start enable. 10. Click Close.
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Outputting the installed software versions

The WhatIsInstalled tool outputs the installed software versions. The software versions are the same as those of the MSI database.
WhatIsInstalled tool
The WhatIsInstalled tool is located in Start - All Programs - Avaya CIE.
Outputting to a file
You can also save the outputs to a file. Proceed as follows: 1. Start the WhatIsInstalled application. 2. Click Save Report. Enter a file name. 3. Click OK. The outputs are written to a text file. If, for example, errors occur, you can send this text file to the appropriate office.
Remote maintenance with PC Anywhere

Avaya offers remote maintenance services based on the product PCAnywhere. For more information please contact your local sales representative.
Ports used
Ports used
TCP ports used by CIE system processes
The following tables show the TCP ports that CIE system processes use.
Well known ports from 0 to 1023

The following table shows the ports used from 0 to 1023. Port 25 110 143 389 1000 Process/component Smtp Pop3 Imap Ldap VU manager Explanation C3000 SMTP module C3000 server when using the Pop3 interface C3000 CommGW when using Imap C3000 server TCP port used by Contarra
Registered ports from 1024 to 49151

The following table shows the ports used from 1024 to 49151. Port 1352 1720 1720 Process/component c3kldc.exe tomsrv.exe Elemediaadapter.dll (CHAP) Explanation C3000 Domino Connector / Notes Client to access the Domino Server (VoIP) H.323 Call Setup Default port for signaling channel to ACM (H.323 QSIG-over-IP). Configurable in the Configuration module (VoIP) AudioCallControl JTAPI, to connect to CORBA name service JTAPI naming service C3000 CPI CTI server socket ASCII interface of CTI socket server XML interface of CTI socket server
1731 1900 1900 2472 2555+[ 0..n-1] 2600 2700
tomsrv.exe jtapiserver.exe omninames C3000 Connection CTI socket server CTI socket server
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Port 2809 2810 5000 5001 5012 5020
Process/component omninames C3kcommgw.exe SybaseSQLServer SybaseBCKServer Lna_srv jtapiserver.exe
Explanation Naming service WavToPhone clients Database queries of db_srv process RPC interface between database and lna_srv process JTAPI for sending call events to the registered client. Note: This port is used as an UDP socket. If JTAPI is monitoring more than one PBX, the next port numbers (5021, 5022 etc.) are used to send data. JTAPI for sending call events to the registered client. Note: This port is used as a stream socket. If JTAPI is monitoring more than one PBX, the next port numbers (5041, 5042 etc.) are used to send data. For C3000 remote maintenance CSTA-Spy-Connect I55-Connect for E07 L02-Connect TomCat CSTATracing for I55 PBX (ktracer)
5040
jtapiserver.exe
5631 / 5632 5557+[ 0..n] 5679 6555 8080 8443 9210+[ 0 to n-1] 10001 11200 11201 10300 10301 10302 10240 to 13028
PCAnywhere I55 task server Modman/ComMan I55 UMR Administrator (Webadmin) WebLM Taskserver_I55.exe
watchdog spop_srv.exe spop_srv.exe tt_srv.exe tt_srv.exe tt_srv.exe Elemediaadapter.dll (CHAP)
Inter process communication Database access for first screen applications (binary format) Database access for first screen applications (XML format) Trace Console Data Default port range for RTP/RTCP channels to ACM (H.323 QSIG-over-IP). Configurable in the Configuration module
Ports used
Dynamic or private ports from 49152 to 65535

The following table shows the dynamic and private ports from 49152 to 65535. Port 49900 49901 49903 49904 49905 49906 49907 49908 49909 49910 49911 49912 49913 49914 49915 49916 49917 49918 49919 49920 49921 49922 49923 49924 49925 49926 Process/component annax.exe autodialler.exe cgi_srv.exe cgicc.exe config.exe db_srv.exe (cc database) info_srv.exe ivr.exe kernel.exe lna_srv.exe (cc database) M_gw_mapi.exe m_srv.exe patMatsrv.exe sm_srv.exe spop_srv.exe vu.exe tr_srv.exe tt_srv.exe vectors.exe xstat_srv.exe taskServerManager.exe c3k_lna_srv.exe (c3k database) c3k_db_srv.exe (c3k database) monitor_srv statistic_srv reconstructor.exe Explanation ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. ORB uses this port. (C3000) ORB uses this port. (C3000) ORB uses this port. ORB uses this port. ORB uses this port.
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Port 49930 49932 49933 4994044969
Process/component stattest.exe lad_srv.exe ccshield.exe taskserver_I55.exe
Explanation ORB uses this port. ORB uses this port. ORB uses this port. ORB listens on this port one port for each processinstance. If more than one taskserver_I55 is running on the same host, each process must be started with a unique sessionId for this host. The sessionId is set in the taskserver settings or must be set with the startparameter -sessionId. The ORB port ist calculated with following rule: ORB port = 49940 + sessionId ORB listens on this port one port for each processinstance. If more than one vu-manager is running on the same host, each process must be started with a unique sessionId for this host. The sessionId is set in the taskserver vu-manager settings or must be set with the startparameter -sessionId . The ORB port ist calculated with following rule: ORB port = 49970 + sessionId For communicating with groupware clients in Com4Tel C. For communicating with the update server in Com4Tel C. For communicating with Com4TelServiceInitiator.exe. Updates data For transferring configuration data for Com4Tel C. For transferring configuration data for Com4Tel C. Updates data UI Session Manager UMR server processes A port in the range of 51001 to 51010 is dynamically assigned to these processes. ACM SGServer Connection to VU Manager
4997044999
vu.exe
50200 50201 50202 50701 50702 50704 50705 51000 5100151010
Com4TelC Com4TelCNotesConnector.jar Com4TelCNotesConnector.jar Com4TelC Com4TelC Com4TelC Com4TelC Avaya UISessionManager C3000 UmrTaskServer C3000 UmrConfigServer C3000 TextTemplateServer C3000 ClientAdapter ACM PbxTaskserver, VEA SGServer Voice Control
5300053001 53002 54321
Ports used
Ports used by services of a CIE server operating system

The following tables show the TCP and UDP ports on a CIE server used by the operating system.
TCP ports
The following table shows the TCP ports of the operating system. Port 135 139 157 445 1025 1067 1080 1110 1720 8000 8009 8080 8443 Operating system services [OS services] msrpc netbios-ssn knet-cmp microsoft-ds NFS-or-IIS instl_boots socks nfsd-status H.323/Q.931 http-alt ajp13 http-proxy https-alt
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UDP ports
The following table shows the UDP ports of the operating system. Port 123 137 138 445 500 4500 Process/component ntp netbios-ns netbios-dgm microsoft-ds isakmp sae-urn
Glossary
ACM AES server ASA ASR Bootstrapper CAPI
ACM stands for Avaya Communication Manager. The AES server is a media server. This media server establishes the TSAPI connection between the CIE system and PBX. ASA stands for Avaya Site Administration and is the application used for configuring the PBX. ASR stands for Automatic Speech Recognition. A bootstrapper is an application combining several installations that is used to enter additional required tasks. CAPI stands for Common ISDN API, i.e., Common Application Program Interface for ISDN. CAPI is a software interface between ISDN adapters and ISDN application software, developed by German manufacturers of ISDN adapters in cooperation with the Federal Office for Communications Technology in Germany (FTZ). The standardized CAPI interfaces version 1.1 and 2.0 are supported as the application interface. (CAPI version 1.1 supports basic functions and the performance range of 1TR6, while CAPI version 2.0 also supports Euro ISDN.) CSTA stands for Computer Supported Telecommunications Application. This standard is an ECMA specification. For more information see the following manuals: ECMA-179 Standard ECMA-180 Standard ECMA-217 Standard ECMA-218 Standard More information is available online at: http://www.ecma-international.org/default.htm CHAP stands for Common Hardware Abstraction Platform. CHAP is an abstraction layer that supports different types of hardware (such as ISDN, OpenH323, TAPI, TSAPI). CIE stands for Customer Interaction Express. CPU stands for Central Processing Unit. DLL stands for Dynamic Link Library. It is a library of routines that are called at runtime and loaded dynamically to the calling program. HTTP stands for HyperText Transfer Protocol. HTTP is a general, status-less, object-oriented protocol for data transfer within the framework of the World Wide Web (WWW). HTTPS stands for Hypertext Transfer Protocol Secure and is a network protocol that enables a secure HTTP connection between computers. The data are encoded via SSL to make them tap-proof.
CSTA
CHAP
CIE CPU DLL
HTTP
HTTPS
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Glossary
IP
IP stands for Internet Protocol. It is used to address and fragment data and transmit this data to the recipient. It is a 32-bit address that is used to identify a node in an integrated IP network. A unique IP address consisting of a network identifier and a host identifier must be assigned to each node in an IP network. This address is normally transmitted in dotted decimal point format, in which case the decimal value of each group of eight digits is separated by a point, for example 192.168.7.27. ISDN stands for Integrated Services Digital Network. The Deutsche Bundespost Telekom universal digital telephone network, which is under construction and has developed from the digital telephone network. It comprises different data services. It is internationally standardized and has been introduced in this form by almost all postal services in the western world. It offers multiple telephone, data, text and image communication via two 64 kbits/s user channels and a 16 kbits/s signaling channel for a digital telephone connection (with a telephone number). Dial-up and dedicated connections for multiple and mixed communication are possible. Currently new terminals are being developed for ISDN including ISDN fax machines that can transfer text and graphics in under 10 seconds per DIN A4 page during a telephone conversation. ISQL stands for Interactive Structured Query Language. IVR stands for Interactive Voice Response. LAN stands for Local Area Network. A LAN is a group of computers, which are interconnected in a network. NTFS stands for New Technology File System and is the file system of Windows NT and its successors Windows 2000, Windows XP, Windows Server 2003, and Windows Vista. ODBC stands for Open DataBase Connectivity. ODBC is a standardized database interface that uses the SQL database language. PBX stands for Private Branch eXchange (telecommunications system). It is a device for connecting internal telephones to each other and to the public telecommunications network. It can also have data transfer functions. PCM stands for Pulse Code Modulation. It is a special modulation method that digitalizes signals before modulation. In 1968, the CCITT introduced the PCM 30-channel time-division multiplex system with 30 digital voice channels with a transfer speed of 2048 kbits/s. It also includes channel 0 for synchronization and channel 16 for signaling information. Each channel has a 300 Hz to 3.4 kHz bandwidth, 8 kHz sampling frequency and 8 bit sampling rate quantization. PDF stands for Portable Document Format. PTP stands for Point To Point. POP3 stands for Post Office Protocol Version 3. POP3 is a line protocol by means of which a client can retrieve e-mails from an e-mail server. QSIG stands for Q reference point signaling. In telecommunications QSIG is a signaling protocol based on ISDN for networking PBXs.
ISDN
ISQL IVR LAN NTFS
ODBC PBX
PCM
PDF PTP POP3 QSIG
Glossary
SSL SMTP
SSL stands for Secure Socket Layer and is a technology that allows a Web server and client to exchange data via a secure connection. SMTP stands for Simple Mail Transfer Protocol and is a fourth layer protocol (application layer) of the TCP/IP model. It is used to send email to the SMTP server of an Internet service provider and from there on through the Internet to the recipient's inbox. In this way, other SMTP servers can be used as intermediate stations. SNMP is short for Simple Network Management Protocol. A socket is a mechanism allowing a virtual connection between two processes. It is activated using a socket address. The socket address consists of a port number and a host address. SPAM is defined as unsolicited messages (generally in electronic format) that are sent to recipients in mass mailings or contain advertising. TAC stands for Trunk Access Code. TAC is the number for a tie line. TCP stands for Transmission Control Protocol. TCP is a connection-oriented transmission protocol for use in packet-switched networks. This protocol is based on IP protocol, supports transport layer functions and establishes a secure connection between the instances before transferring data. TLink is the logical link between the PBX and AES server. TSTest stands for Telephony Services Text Application. The TSTest application is based on the Avaya CSTA interface. TTS stands for Text To Speech. Text is converted to speech. UDP is short for User Datagram Protocol. USB stands for Universal Serial Bus. A term within the Windows 2000 operating system, USB is a communication standard for plug-and-play serial devices. UMR stands for Unified Messaging Routing. UNC stands for Universal Naming Convention. UNC is a convention for naming files and other resources using two backslashes (\) to indicate that the resource is located on a network computer. The syntax for UNC names is \\SERVERNAME\ ENABLENAME, whereby SERVERNAME stands for the name of the server and ENABLENAME stands for the name of the enabled resource. The UNC name of a directory or file can also contain the directory path after the enable name. In this case, the following syntax applies: \\SERVERNAME\ENABLENAME\DIRECTORYNAME\ FILENAME. Unicode is an international standard that defines a digital code for every meaningful character or text element of all known writing cultures and character systems over the long term. VEA stands for Voice Extension Adapter. The VEA is responsible for such tasks as queue announcements. VDN stands for Vector Directory Number. VDN is the topic dial-in number.
SNMP Socket
SPAM TAC TCP
TLink TSTest TTS UDP USB UMR UNC
Unicode
VEA VDN
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Glossary
W3C
The W3C was founded to the support joint development of standards for Web technology development. One of the most important goals of the W3C is to provide a common global information repository to Web developers and users. For this purpose, the W3C manages multiple Web sites with the latest plans for Web developments. WAV stands for WAVE file format. Also called Wave file. Samples (noise, music or voice) are stored as Wave files (extension WAV). XML stands for Extended Markup Language. XML is the standard language for defining customized markup languages that mark up structured information. XML is a subset of the SGML ISO standard. It was accepted as a metalanguage by the W3C in 1998.
WAV XML
Index
Index
Symbols
$DATE$ 291 $DOCID$ 291 $MEMO$ 290 $R_CITY$ 291 $R_COMPANY$ 290 $R_COUNTRY$ 291 $R_FIRSTNAME$ 290 $R_NAME$ 290 $R_ROOM$ 290 $R_STREET$ 291 $R_TARGET$ 291 $R_ZIP$ 291 $REQID$ 291 $S_CITY$ 291 $S_COMPANY$ 290 $S_COUNTRY$ 291 $S_FAXINFO$ 290 $S_FEXT$ 290 $S_FIRSTNAME$ 290 $S_NAME$ 290 $S_ROOM$ 290 $S_STREET$ 290 $S_VEXT$ 290 $S_ZIP$ 291 $SIGNATURE$ 291 $SUBJECT$ 291 $TIME$ 291 %company% 276 %date% 276 %documentid% 276 %endtime% 286, 287 %extension% 276 %firstname% 276 %KST% 274 %name% 276 %NST% 274 %numberofpages% 286, 287 %PIN% 274 %requestid% 276 %sender% 286, 287 %starttime% 286, 287 %subscriber% 276 %time% 276 %ZNR% 274
A
aar 127 Access Code Topics 145 Access number 167 Access rights 26 Access time 316 Access to the database server 238 Access type 166 ACM 28, 73, 209, 246 ACM PBX driver 34, 52, 104 ACM task server 52 Acrobat Reader 29, 87 Active 224 Active Directory Users and Computers 293 Active ISDN channels 222 Active-aborted 224 ACULAB 272 Aculab Prosody cards 272 adb_srv 75, 247 Add (button) 302 Add domain 299, 300 Add domain (button) 299 Add Group (button) 301 Add signaling group 117 Add trunk-group 120 ADDLOCAL 96 Address 284 Address book connection 303 Address book server 34, 57, 75, 245, 247, 251 Addressbook 301 Administrator rights 31, 87 ADS open 293 AES server 106, 331 Annax 74 Announcement 146 Antialsing 285 Application Enablement Services 107 Area code (Field) 273 ARS 132 ASA 106, 331 ASR 188, 199, 221, 331 Autodialer 74 Automatic alternate routing 127 Automatic configuration script 29, 88, 231
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Index Available tone 147 Avaya observation service 75, 247 AVM 191 CAPI 29, 160, 162, 272, 279, 331 CAPI driver 189 CAPI2.0 cards 272 cc 49, 82 Cellular engines 266 Cgi_srv 74 Change aar analyses 128 Change route-pattern 129 Change signaling group 117 Change trunk group 120 CHAP 74, 105, 106, 136, 138, 147, 331 Chap 34, 52 CHAP adapter line 147 CHAP Sync 106 CHAPSync 74 Character set 285 Charges 147 PBX billing 274 check box Create an Exchange e-mail address 293 check_space 82, 313 Client components 85 Coaching 108 Codec set 119 Color faxes 270 ComMan 34 Communication gateway Controlscript settings 273 Communication Manager 144, 168 Components 33, 294, 297, 302 Computer name 30 Condition 217 config 74 Configuration 17, 19, 158, 164, 209, 213 Configuration file 63 Configuration module 144 Configuration script 29, 88, 231 Configure 213 configure Lotus Notes 299 Configuring start sequence processes 246 Connection 176 Connection profile 323 Console structure 292, 293 Contact 293 Include in the distribution group 294 Contact Center Additional 34 Contact Center Client Package 85 Contact Center Core 34 Contact Center Realtime Information 34, 55 Contact Center Reporting 34, 56
Backing up a database 309, 310 Backing up the database 79 Backup server 309 Base components 33 Base identifier 275 Based on: (Field) 273 Basics (tab) 299, 300, 301 Baud rate 267 BCAG 164, 165, 167, 169 BCC V2 78 BCC V3.x 78 BCC V4.x 78 B-channel 223 B-channels 193 Billing charges PBX 274 BIOS 30 Block diagram UMR 250 Branding 42 Browser 88 Button Add 302 Add domain 299 Add Group 301 Save and close 302
C
C3000 251 C3000 ClientAdapter 251 C3000 domain 300 C3000 server 75, 247 C3000 SMTP Connector 294, 297, 302, 304 (Tab) 294, 297, 302 Enter the Internet host 300 Internet address 300 C3k database 248 C3k_db_srv 75, 247 C3k_lna_srv 75, 247 Call destination analyses 273 Call options 273, 275 Caller ID 287 Caller numbers 282 CallID 223, 224, 225 CallingNumber 134
Index Control Panel 191, 195 Control script 273 Controller 1 191 Conversions (tab) 300 CORBA 37, 46, 49, 53, 54, 55, 56, 58, 59, 82, 92, 157,
172, 245 Corba 319
Cost center 262 Employee 274 Job 274 Cost center (field) 262, 263 Country code (Field) 273 Cover sheet 289 Cover sheet (list box) 263 Cover sheets 289 CPN 134 CPU 317, 331 Create an Exchange e-mail address 293 (check box) 293 CSTA 331 CSTA messages 76 CTI server 198 Custom (Advanced) 33 Custom sender ID 262
Diverting number 281 DLL 331 DNS 292 open 292 Domain 293 Global 300 Domain type 299, 300 Domino domains and aliases 300 Domino server Enable SMTP 301 Doubledial blocking 274 Meaning 274 System message 285 Doubledial blocking server 274 Driver version 194 DS0 192 DSPF controller 34, 172 Duration 150 DVD 188
E
Earlier release 24 Edit configuration 301 Edition 18 Email 333 E-mail (field) 294 Email (field) 261, 263 Email address 261 E-mail address type 293 Employee PIN number 274 Voice extension number 274 encryption 42 End time Fax receipt 287 End-User License Agreement 37 English 24, 100 Enter Internet address 301 Enter Notes domain 299 Enter the Internet host 300 Enter UMR address 300 Enter UMR topic 301 Error rate 283 Error Reporting 31 ETSI 192 Excel 92 Exceptions 88 Extension 275, 281 (Field) 272 Extension length Internal 288
D
D channel 223 Database 34, 49, 82, 309 Database device 243 Database driver 239 Database server 176, 179, 198, 221 DB size 306 db_srv 73, 246 Default extension (Field) 275 Default processes 73, 246 Default script 210, 213, 214 Default settings 37 DEFAULT_FAX 278, 279 Destination 223 Job 274 Normalized 274 Dial plan 127 Disconnected-hangup 224 Disconnected-other 224 Disconnecting 224 Display Shutdown Event Tracker 233 Distribution (option) 293 DITN 156, 164 Diva Server 193
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Index External 209, 213 External line 144, 273 External line access 273 External OUTCC 132 Footer text 286 Foreign SMTP domain 300 setting up 299, 300 Forward Lookup Zones 292 FQDN 271, 292 French 100 Frequency 150 Fully qualified domain name 292
F
Failed attempt 168 Fax 236 FAX extension 262 FAX extension (field) 261, 263 Fax footer 285 Fax gateway 270 Fax layout settings 263 Fax mail sender address 275 RFC-compliant 275 Fax messages 261 Fax receipt 276 End time 287 Start time 287 Fax sender 276 Placeholder 276 fax sender identifier 262 Fax sender identifier (field) 262, 263 Fax server name (Field) 275 FAX_FILE_EXTENSION 288 FAX3 270, 271 Field (Services) 271 Area code 273 Based on: 273 Cost center 262, 263 Country code 273 Default extension 275 E-mail 294 Email 261, 263 Extension 272 FAX extension 261, 263 fax sender identifier 262, 263 Fax server name 275 First name 261 Group name 293 Host or domain 292 Last name 261, 293 Mail server 292 Mail server priority 292 Name 263 Telephone/SMS extension 261, 263 Working directory 271 First name (field) 261 Folder for voice announcements 219
G
G.711A 119 General 269, 294 General settings 272 German 100 Global domain 299, 300 setting up in the Domino Directory 299 Global Domain role 300 Glossary 331 Grayscale faxes 270 Group add 301 creating 301 setting up 299, 301 Group (pop-up menu) 293 Group name 301 Group name (field) 293 Group scope 293 Group type 293, 301 Groups 301 GroupWise 296 GSM 267 GSM modules 266 Guided installation 33, 45, 47, 53, 54, 55, 56, 58, 59,
80, 157, 172, 236, 241, 242, 245
H.323 117, 127, 325 HALDLL 272 Hardware 184 Prerequisites 230 Hardware recognition 193 Header 276 HKEY_LOCAL_MACHINE\SOFTWARE\COM ON 288 Host 209, 213 Host name 169, 209, 213, 221, 234 Host or domain (Field) 292 HTTP 331 HTTP proxy 29, 88, 231 HTTPS 24
Index
I
i_view32.exe IrfanView 285 I55 27, 73, 76, 209, 246 I55 task server 34, 52, 76 ICU Editor 192, 196 ID 223 Identifier 276 Rules 275 Identity 269 Illustration Voice Control 175, 178 IMAP4 256, 259 Index reporting 316 Info_srv 74 Information 17, 19 Installation files 188 Installing the UMR 227 InstallPath 37 InstallShield Scripting Engine 33 Interface version 209, 213 INTERN_DIGITS_LENGTH 288 Internal call routing 108 Internal extension length 288 Internal OUTCC 132 International 273 Internet address 302 C3000 SMTP Connector 300 Internet address search 300 enable 299 Internet domain 299, 300 Your company 300 Internet Explorer 320 Internet host 300 Internet Options 320 Interval 316 IP 332 IP address 31 IP tie line 114 IP topics 114 IrfanView 285 i_view32.exe 285 ISDN 332 ISDN adapter type 165 ISDN card 27, 161 1 190 2 190 Eicon 4 BRI-8M 189 Uninstalling 191 ISDN connection 163 ISDN port configuration 205
ISO 334 ISQL 315, 316, 317, 332 Italian 100 IVR 332 IVR Editor 214 IVR Script 217
J
Jakarta Tomcat 33 Java Development Kit 33 jConnect 47 JDBC 47 JDK 235 Job Cost center 274 Destination 274 Employee 274 Jobs 283 JTAPI 325
Kernel 73, 246 kernel 177 Keyboard 27, 28, 87, 230 Knowledge 19, 112 ktracer 76
L02 158, 160, 165 Lad_srv 74 LAN 332 LAN settings 29, 320 Language 100, 165, 242 Language configuration 204 Last name (field) 261, 293 Letterhead (1st page) 289 Letterhead (continuation pages) 289 Letterhead 1st page (list box) 263 Letterhead continuation pages (list box) 263 License Agreement 37 License Client 33 License Server 44, 91 License server 72, 176, 186, 221 License server computer name 238 Licenses 186, 222 Licenses for ISDN channels 222 Licenses for TIS devices 222 Licenses for VC devices 222 Licensing 30, 64, 186 Line allocation 210, 213 Line reporting 108
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Index Line spacing 285 List box Cover sheet 263 Letterhead 1st page 263 Letterhead continuation pages 263 List of numbers 274 List station 113 LNA server 176, 179 lna_srv 73, 246 Load protection 307 Load sharing 153 Local accepted DNS domains 259, 294, 297, 302 Local primary Internet domain 300 local primary Internet domain 299 Local working directory 271 localhost 271 LocalIPAddress 148 LocalRTPPortRange 148 LocalSignalPort 148 Log file 162, 170, 243 Log level 269 Logging 76 Logic 217 Long-distance calls 273 Lotus applications 299 Lotus Domino Administrator 299 start 299 Lotus Domino Administrator (window) 299 Lotus Notes 299 configure 299 Lotus Notes members 302 Lotus Notes user 302 Members (tab) 294 Memory User extension cache 288 Memory capacity 313 Method of operation 176, 179 Module Manager 165, 168 Monitor_srv 73, 246 Mouse 27, 28, 87, 230 Multi-processor mode 317
M
Mail only 301 Mail server 184, 210, 213 Mail server (field) 292 Mail server priority (field) 292 Mailboxes 184 Maintenance Voice Control 217 Manager realtime information 285 Margins 286 Master License Server 44, 91 Max memory 315 Max online engines 317 Max parallel degree 317 Max scan parallel degree 317 Media encryption 119 Member Assignment Method 122, 126 Members 301, 302
Name 209, 213 Name (field) 263 Name of database server 240 Name of the global domain 300 Naming service 33 Net port 279 Net ports 277 Network 77 Network card 27, 28, 87, 230 Network protocol 30 New Group creating 301 setting up 299, 301 New Mail Exchanger 292 Node names 116 Node number 280 Normalized destination 274 NT kernel mode 232 NTFS 30, 332 Nuance RealSpeak 4.0 202 Number of engines at startup 317 Number of pages Fax 287 Number of worker processes 317
O
ODBC 332 ODBC driver 56, 244 ODBC Support 47 OmniORB 43 OmniOrb 42, 73, 246 OmniORB naming service 237 One Server Standard Solutions 33 open ADS 293 DNS 292 Operating system 31, 85, 87 Operating system prerequisites 38 Option Distribution list 293
Index Universal 293 Oracle 243 ORB 327 Original called number Original called number 281 OSR 3.0 199, 200 Override 108 PrefixNumber 149 Preparations 112, 232 Prerequisites 21, 112, 184, 230 Hardware 230 Software 230 Preselection 274 Keywords 274 primary Internet domain 299 Print 21 Privileges 308 Problems 217 Processes 73 Watchdog 246 Processor 27, 28, 87, 230 Processor performance 72, 85 Properties 294, 312 Window 294 Proxy server 29, 88, 231, 320 PTP 192, 332
P
Packages (Advanced) 33 Page file 31 Paper 21 Parameters for the database server 238 Partition 30 Passive 224 Password 23, 165, 167, 238 Pause 150 PBX 27, 28, 76, 158, 163, 184, 196, 209, 213, 332 PBX driver 74, 136 PBX task server 34, 74, 104, 136, 139 PBX type 198 PBXIPAddress 148 PBXSignalPort 148 PC 87 PCAnywhere 324 PCI 190 PCM 146, 185, 332 PDF 21, 332 Pentium 27, 28, 87, 230 Persons and Groups (tab) 301 PIN number Employee 274 Pixels 286 Placeholder 287, 290 PLCI 223 Pointer 27, 28, 87, 230 Polling interval 257 POP3 255, 259, 332 POP3 IMAP4 client 75, 247 Pop-up menu Group 293 Port 77, 158, 167 Port assignments 278 Port Manager 277, 278, 279, 281 Portuguese 100 Postfix 254 Postmaster 267 Power Management 30 Power Options Properties 32 Precautions 307 Prefix 254
QSIG 106, 123, 325, 332 Querying the filling level 306 Queue device 145 Queues 114, 146 Quick-start guide 78, 109, 227, 253
R
Realtime Information server 55 Realtime line information 108 Reconstructor 56, 75, 247 Redirect number 223 Refreshing views 78 Registry 219 Release 25 Remote 238 Remote maintenance 324 Removing the BCC software 79 Reply address 305 Report Generator 34 Report Viewer 34, 59 Reporter categories 220 ReportGenerator 73, 246 Reporting export 87 Reporting on Demand 242 Reporting Server 56 Restore 168, 311 Restrictions 177, 180 Restrictions (tab) 300 RFC-compliant 275 Rich Text Format 289
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Index Ring tone 150 RingTone 150 RJ45 pin allocation 194 ROD 244 RoD Archie 75, 247 RoD Cex 75 RoD CommandExecuter 247 RoD repo server 75, 247 RoD Rodomat 75, 247 RoD scheduler server 75, 247 Router/SMTP (tab) 301 Routing (tab) 300 RPC 326 RTF 290 Rules 304 Run 62, 224 Run level 62 Set up subdomain 292 set_default_data_cache 315 setting up Domain 292 Mail server 292 Subdomain 292 Setting up a contact 293 Setting up a distribution group 293 SGML 334 show_connections 314 Siemens M20 Terminal 266 Siemens MC35/TC35 Terminal 266 Signaling group 115, 117, 120, 130 Signing on 72 SIM card 266 SIM card reader 266 SIM PIN 267 SMS 236, 268 SMS gateway 266 SMTP 255, 306, 325, 333 Enabling on Domino server 299, 301 for sending messages 301 SMTP address 293 SMTP connector 75, 247 SMTP domain setting up 299, 300 SNMP 30, 333 Socket 333 Software 21, 87 Prerequisites 230 Space allocated 312 SPAM 304, 333 Spanish 100 Special dialing options 274 Speech recognition 217, 222 Speech recognition (ASR) 177 SpeechPearl 221 Spop_srv 74 SQLServer 243 SSL 24, 158, 321, 333 Start Domino Administrator 299 Start time Fax receipt 287 Start type 168 Startup Voice Control 175 State B 223 State D 223 Static scripts 222 Statistic_srv 73, 246 statistic_srv 75, 247
S
S0 190 S0-user 192 S2M card 195 S2M card (I55) 193 S8300 130 S8500 116 S8700 116 Safety instructions 23 Save and close (button) 302 Scenarios 62 Scope 273 Script start 177, 180 Security 26, 265, 304 Security certificate 24 Security patch 23 Send messages SMTP 301 Sender 287 Sender ID Custom 262 Service 219 Voice Control 217 Service account 237 Service failure 168 Services 73, 193, 246 (Field) 271 Set up domain 292 Set up mail server 292 Set up member Notes 301 Set up Notes member 301
Index Step-by-step 23 Stored procedure 82, 313 Structure 17, 175, 178 Subdomain 292 Subject 287 Subscriber 287 Support for additional languages 235 Sybase 26, 29, 34, 47, 49, 56, 80, 243 Sybase BCKServer 49 Sybase SQL server 49 Synchronization 24 System administrator 89 System information 222 System main extension 281 System message Doubledial blocking 285 System messages 285 TiffCP 285 tiffcp.exe 285 TiffSplit 285 tiffsplit.exe 285 Time interval 76, 269 Time span 284 Time zone 30 Tiva 2.0 198 TLink 333 TomCAT 73, 246 Tomcat 59 Tr_Srv 74 Trace 33 Transmission jobs 283 Trunk group 120 Trunk line 273 TSTest 333 TSTest32 106, 113 TTrace 19, 49, 73, 92, 220, 222, 246, 306 TTrace server 198 TTS 188, 199, 202, 221, 333 Type 209, 213
T
Tab Basics 299, 300, 301 C3000 SMTP Connector 294, 297, 302 Conversions 300 Members 294 Persons and Groups 301 Restrictions 300 Router/SMTP 301 Routing 300 Tab size 285 TAC 106, 333 Task Flow Editor 19, 258 Task reporting database 34 Task Reporting Server 56 Taskserver I55 Starter 74 TaskserverManager 73, 246 TCP 333 TCP port 325 TCP port no. 209, 213 TCP port number 209, 213 TCP/IP address 158 TCP/IP port 267 Telephone/SMS extension 262 Telephone/SMS extension (field) 261, 263 telnet 169 Terminals 266 Text blocks 307 Text template server 251 Text template server parameters 239 Themes/domains 263, 264 Threshold 306 TicketID 254
U
UDP 333 UDP port 329, 330 UI Session Manager 73, 246, 251 UISessionManager 33 UMR 57, 83, 246, 253, 333 Block diagram 250 Connecting to GroupWise 296 Connecting to Lotus Notes 299 UMR Archiving (RoD) 34 UMR ClientAdapter 75, 229, 247 UMR config server 75, 247 UMR Core 34 UMR Core Locales 34 UMR Domain 254, 259 UMR domain 300 UMR task server 75, 247 UMR text template server 75, 247 UMRConfigGuard 229 ums.company.com 271 UNC 333 Unicode 81 Uninstalling 194, 221, 248 Universal (Option) 293 Update 198 Update server 34 URL of Application Server 59 USB 27, 333
Edition: 1.1 03/08/2007
343
Index Use as default Global Domain 300 User 31, 167 User extension cache Configuring 288 User extensions 288 User name 165, 238 User number 108 USER_CACHE_RUNNER_INTERVAL 288 Users 293
XML 325, 334 Xstat_srv 74
V
V4.x SMTP MTA 300 V5 Internet domains 300 VC 114 VC_ShowControllerStatus 222 VDN 333 VEA 74, 105, 147, 148, 333 Vectors 73, 246 vectors 177 Voice Control 34, 57, 152 Voice extension number Employee 274 Voice unit configuration 214 Volume 150 VTB 27 VU-Unit I55 Starter 74
W
W3C 334 Wallboard 19 Warning system 283 Watchdog 34, 61, 62, 63, 72, 73, 75, 246 Configuring the start sequence 246 Watchdog Config 62, 63 WAV 146, 334 WAV formats 185 WavToPhone 326 WebClient 237, 251 WebLM 33, 64 Welcome announcement 147 well known ports 325 WhatIsInstalled 324 Window Lotus Domino Administrator 299 Properties 294 Windows 2000 193 Windows registry 219 Working directory (Field) 271 Working memory 315 WWW 331

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User Manual Customer Interaction Express 1.

Edition: 1.1 03/08/2007 COMPAS ID: 116791

Customer Interaction Express

Installing the server components. . . . . . . . . . . . . . . . . . . . . . . . . . .

Edition: 1.1 03/08/2007

6 User Manual CIE 1.0 System Administration

Installing the client components . . . . . . . . . . . . . . . . . . . . . . . . . . .

Edition: 1.1 03/08/2007

Connecting to ACM (Avaya Communication Manager) . . . . . . . . . . . . . . .

8 User Manual CIE 1.0 System Administration

Edition: 1.1 03/08/2007

Starting Voice Control for the first time . . . . . . . . . . . . . . . . . . . . . . .

10 User Manual CIE 1.0 System Administration

Edition: 1.1 03/08/2007

Voice Control service and maintenance . . . . . . . . . . . . . . . . . . . . . . .

Installing the UMR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

12 User Manual CIE 1.0 System Administration

Edition: 1.1 03/08/2007

14 User Manual CIE 1.0 System Administration

Database maintenance and repair . . . . . . . . . . . . . . . . . . . . . . . . . .

Tips and tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Edition: 1.1 03/08/2007

16 User Manual CIE 1.0 System Administration

About this manual

About this manual

Who is part of the target group?

What kind of information is provided here?

What kind of information is not provided?

How is this manual organized?

Which styles are used?

Edition: 1.1 03/08/2007

Which edition are you reading?

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18 User Manual CIE 1.0 System Administration

About this manual

Where can you find additional information?

Edition: 1.1 03/08/2007

Where can you get additional support?

20 User Manual CIE 1.0 System Administration

About this manual

How do you get a printed copy?

Printing the manual

Edition: 1.1 03/08/2007

22 User Manual CIE 1.0 System Administration

Installing the server components

Installing the server components

Edition: 1.1 03/08/2007

Windows Server 2003 R2 operating system

If you want to update a previous release

Do not replace files manually

24 User Manual CIE 1.0 System Administration

Installing the server components

Edition: 1.1 03/08/2007

CIE database access rights and security

Access for installation and updates

Security provided by the Reporting and Realtime Information servers

Access in the CIE UI

More information on Sybase security

26 User Manual CIE 1.0 System Administration

Installing the server components

PC for the CIE server connected to the I55

Edition: 1.1 03/08/2007