Read Strata CTX ACD Installation Guide text version

IMPORTANT!

Effective Call Center Management

STRATA

Publication Information

Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

© Copyright 2003

Toshiba America Information Systems, Inc. Telecommunication Systems Division

All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means--graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems--without express written permission of the publisher of this material. Strata and SmartMedia are registered trademarks of Toshiba Corporation. Stratagy is a registered trademark of Toshiba America Information Systems, Inc. Trademarks, registered trademarks, and service marks are the property of their respective owners.

CTX-IG-CCACD-VB 4025122 Version B, September 2003

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. ("TAIS")

Telecommunication Systems Division License Agreement

IMPORTANT: THIS LICENSE AGREEMENT ("AGREEMENT") IS A LEGAL AGREEMENT BETWEEN YOU ("YOU") AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, "SOFTWARE") INSTALLED ON OR SHIPPED WITH A TAIS TELECOMMUNICATION SYSTEM PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT. 1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying, distributing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the Software is strictly prohibited; You agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice, against You or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the software in the event that You or any other person violates this License Agreement. 2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary notices contained in or on the Software. The Software is protected under US patent, copyright, trade secret, and/or other proprietary laws, as well as international treaties. Any transfer, use, or copying of the software in violation of the License Agreement constitutes copyright infringement. You are hereby on notice that any transfer, use, or copying of the Software in violation of this License Agreement constitutes a willful infringement of copyright. 3. No Reverse Engineering. You agree that you will not attempt, and if you employ employees or engage contractors, you will use your best efforts to prevent your employees and contractors from attempting to reverse compile, reverse engineer, modify, translate or disassemble the Software in whole or in part. Any failure to comply with the above or any other terms and conditions contained herein will result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS. 4. Limited Warranty. THE SOFTWARE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TAIS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD PARTY RIGHTS, THE WARRANTY OF YEAR 2000 COMPLIANCE, AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE. HOWEVER, TAIS WARRANTS THAT ANY MEDIA ON WHICH THE SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF NINETY (90) DAYS FROM THE DATE OF DELIVERY TO YOU. 5. Limitation Of Liability. TAIS' ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS' OPTION REPLACEMENT OF THE MEDIA OR REFUND OF THE PRICE PAID. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL, SPECIAL, INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION/DATA, OR ANY OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY. 6. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/JURISDICTION TO STATE/JURISDICTION. 7. Export Laws. This License Agreement involves products and/or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the United States Department of Commerce prior to export. Any export, directly or indirectly, in contravention of the United States Export Administration Regulations, or any other applicable law, regulation or order, is prohibited. 8. Governing Law. This License Agreement will be governed by the laws of the State of California, United States of America, excluding its conflict of law provisions. 9. United States Government Restricted Rights. The Software is provided with Restricted Rights. Use, duplication, or disclosure by the United States Government, its agencies and/or instrumentalities is subject to restrictions as set forth in subparagraph (c)(1)(ii) of The Rights in Technical Data and Computer Software Clause at DFARS 252.227-7013 (October 1988) or subparagraphs (c)(1) and (2) of the Commercial Computer Software - Restricted Rights at 48 CFR 52.227-19, as applicable. 10. Severability. If any provision of this License Agreement shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired. 11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT. Toshiba America Information Systems, Inc. Telecommunication Systems Division 9740 Irvine Boulevard Irvine, California 92618-1697 United States of America TSD 081601

5932

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

Limited Warranty

Toshiba America Information Systems, Inc., ("TAIS") warrants that: · The Call Center Solutions equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery. · And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24) months after delivery. This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment's serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance. The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such parts, the retail customer's sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever first occurs. Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning. To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of TAIS' authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service. THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED. No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems Division.

Strata CTX ACD Installation Checklist

This checklist only highlights important installation information.

1

,QYHQWRU\ $&' 6WDUWHU .LW &RQWHQWV

Make sure that your kit contains the following items:

Strata CTX Call Center Solutions Application Software and Documentation Library CD-ROM OAISYS CD-ROM Strata CTX ACD System Administrator Guide Strata CTX ACD Installation Guide OAISYS License Key

2 3 4 5

,QVWDOO +DUGZDUH

For multi-node LANs, make sure that all ACD Agents, Supervisors, and related personnel, such as Attendants, and the associated voice mail system are located on the same node. Refer to Chapter 1 of this manual to install and configure the voice boards for the ACD PC.

3UHSDUH 6WUDWD &7;

Program the CTX: Refer to Chapter 2 ­ Software Installation and perform all of the steps under Step 1.

3UHSDUH $&' 3&

Refer to Chapter 2 ­ Software Installation and perform all of the steps under Step 2.

5HJLVWHU /LFHQVHV

Refer to Chapter 2 ­ Software Installation and perform all of the steps under Step 3. You must obtain a license from the Toshiba FYI web site for:

CTX ACD OAISYS Insight CTX (if you have purchased Insight) There is a separate starter kit for Insight CTX, that contains the Call Center Solutions CD-ROM, installation information and the Insight CTX License Key

Note

6

,QVWDOO $&' 6RIWZDUH

Refer to Chapter 2 ­ Software Installation, "Step 4: Install ACD Software," for details on the following procedure.

Insert the Call Center Solutions Application Software and Documentation Library CD-ROM into the CD-ROM drive. Click Install Software Applications. Read the Software License and click "I agree" to accept the terms. Click Install CTX ACD. Follow the prompts on the remaining screens. Accept the defaults by clicking Next. From the Setup Review screen, review all options selected. If correct, click Finish. When the dialog box appears with "Installation Successfully Completed," click OK. Return to the Main Menu on the CD-ROM.

7

6HW 8S 1HW 6HUYHU

Refer to Chapter 2 ­ Software Installation, "Step 5: Set Up Net Server."

If you have read and completed this checklist, installation will be a breeze!

OK, let's get started!

Contents

Introduction

Organization...........................................................................................................................................iii Conventions............................................................................................................................................ iv Related Documents/Media ...................................................................................................................... v User Guides and Manuals................................................................................................................. v CD-ROMs......................................................................................................................................... v

Chapter 1 ­ Hardware Installation

System Hardware .................................................................................................................................... 1 CT5 Server........................................................................................................................................ 2 CT1 Pro............................................................................................................................................. 3 Before You Start ..................................................................................................................................... 4 Step 1: Remove Cover ............................................................................................................................ 4 CT5 Server........................................................................................................................................ 4 CT1 Pro............................................................................................................................................. 4 Step 2: Unpack Voice Boards ................................................................................................................. 4 Step 3: Set Voice Board's Hardware Switches ....................................................................................... 5 ProLine/2V, Dialog/4 Voice Board(s).............................................................................................. 5 D/160SC-8LS Voice Board(s).......................................................................................................... 6 Step 4: Install Voice Board(s) ................................................................................................................. 7 Step 5: Check Hardware Connections..................................................................................................... 8 Step 6: Mount CT5 Server to Wall (optional)......................................................................................... 8 Step 7: Complete Hardware Setup .......................................................................................................... 9 Step 8: Power Up the Unit ...................................................................................................................... 9 Step 9: Install Dialogic Software ............................................................................................................ 9 Step 10: Configure Voice Boards ........................................................................................................... 9 ProLine/2V, Dialog/4 Voice Board(s).............................................................................................. 9 D/160SC-LS Voice Board(s).......................................................................................................... 11 Step 11: Connect Voice Board(s) to Telephone Lines.......................................................................... 12 Troubleshooting .................................................................................................................................... 13

Chapter 2 ­ Software Installation

Step 1: Prepare Strata CTX ................................................................................................................... 15 Step 1A: Assign Pilot DNs ............................................................................................................. 15 Step 1B: Assign Music Sources...................................................................................................... 15 Step 1C: Assign Announcement Ports............................................................................................ 16 Step 1D: Set up DKT Feature Support ........................................................................................... 17 Step 1E: Set up LAN ...................................................................................................................... 17

Strata CTX ACD Installation 09/03

i

Contents

Software Installation

Step 2: Prepare ACD PC ....................................................................................................................... 18 Step 2A: Install Optional Cards...................................................................................................... 18 Step 2B: Set Up PC for Networking............................................................................................... 18 Step 3: Register License(s).................................................................................................................... 18 Strata CTX ACD and OAISYS Licenses ....................................................................................... 18 Insight CTX License....................................................................................................................... 19 Step 4: Install ACD Software................................................................................................................ 19 Step 5: Set Up Net Server ..................................................................................................................... 20 Step 1A: Check Current Services and Level 2 OAI Settings ......................................................... 20 Step 4B: Set Up Voice Assistant .................................................................................................... 21 Step 4C: Set Up ACD..................................................................................................................... 22 Step 4D: Install Optional Software (Clients).................................................................................. 22 Step 4E: Set Up Optional Software ................................................................................................ 22

ii

Strata CTX ACD Installation 09/03

Introduction

This guide provides an overview of Strata CTX Call Center Solutions consisting of Automatic Call Distribution (ACD), Management Information Systems (MIS), and related Computer Telephony Integration (CTI) applications.

Organization

This document is divided into the following major topics: · Chapter 1 ­ Hardware Installation explains how to install and configure the Intel® Dialogic® boards into the Call Center Solutions PCs. · Chapter 2 ­ Software Installation explains how to install the Strata CTX ACD software.

Strata CTX ACD Installation 09/03

iii

Introduction

Conventions

Conventions

Conventions Note Important! Description

Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Calls attention to important instructions or information. Represents telephone buttons. Shows a computer keyboard entry or screen display. shows a multiple PC keyboard or phone button entry. Entries without spaces between them show a simultaneous entry.

$ULDO %ROG Courier

+

Example: Delete+Enter. Entries with spaces between them show a sequential entry. Example: + .

Tilde (~)

Means "through." Example: 350~640 Hz frequency range. Grey words within the printed text denote cross-references. In the electronic version of this document (Strata CTX ACD Application Software and Documentation Library CD-ROM or FYI Internet download), crossreferences appear in blue hypertext.

See Figure 10

iv

Strata CTX ACD Installation 09/03

Introduction

Related Documents/Media

Related Documents/Media

Note Some documents listed here may appear in different versions on CD-ROM or in print. To

find the most current version, check the version/date in the Publication Information on the back of the document's title page.

User Guides and Manuals

Located on the Strata CTX Call Center Solutions CD-ROM: · Strata CTX ACD Call Center Solutions General Description · Strata CTX ACD Agent/Supervisor User Guide · Strata CTX ACD System Administrator Guide · DKT3000/2000-series Telephone User Guide Located on the OAISYS CD-ROM: · OAISYS Net Server Operations Manual · OAISYS Voice Assistant Installation Guide · OAISYS Chat, System Administrator's Guide · OAISYS Call Router on CTX Operations Manual · OAISYS Net Phone System Administrator's Guide

CD-ROMs

· Strata CTX Call Center Solutions Application Software and Documentation Library for Strata CTX ACD, Insight CTX, OAISYS Net Server, and OAISYS Voice Assistant · OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone · Strata CTX WinAdmin Application Software and Documentation Library For authorized users, Internet site FYI (www.fyi.tsd.toshiba.com) contains all current Strata CTX documentation and enables you to view, print and download current publications.

Strata CTX ACD Installation 09/03

v

Introduction

Related Documents/Media

vi

Strata CTX ACD Installation 09/03

Hardware Installation

1

This chapter gives the initial steps to set up and configure the ACD CT5 Server and CT1 Pro hardware. Please read the entire contents of this chapter before beginning installation.

System Hardware

ACD is composed of a single processor computer equipped for incremental expansion. The internal components vary depending on configuration. All external connectors and wiring are customer supplied. A CT5 Server supports from 4~80 ports (see figure on page 3). A CT1 Pro supports from 4~8 ports (see figure on page 4). ACD does not come with pre-installed boards. Boards are ordered with the system and boxed separately. The CT5 Server is recommended for: · Installations requiring increased port capacity above eight ports. · Additional software client applications requiring more than 10 client PCs. The ACD systems are equipped with the following: .

Standard Components

· Motherboard with Intel Celeron® processor · Five ISA slots (CT5 Server) · One ISA slot (CT1 Pro) · IDE 20GB hard drive · 256MB of Random Access Memory (RAM) · 3.5" 1.44 MB floppy disk drive · 4~8 ports (CT1 Pro) · 4~80 ports (CT5 Server) · CD-ROM drive

· One serial port (CT1 Pro) · Two serial ports (CT5 Server) · Keyboard and mouse · One parallel port · Two 10/100BaseT Ethernet Network Interface

Card (NIC)

· SVGA video controller · OAISYS License Key ­ Enables the ACD system

to function. Includes Chat, Net Phone, Call Router, etc.

· (Optional) Insight License Key ­ Enables Insight

to function.

Strata CTX ACD Installation 09/03

1

Hardware Installation

System Hardware

CT5 Server

Front View (Opened)

Reset Button Floppy Drive

RESET

Hard Drive LED Fan LED Power LED Power Button AT Keyboard Connection

HDD FAN POWER POWER

CD-ROM Drive

K/BOARD

6481

Back View

NIC Card Connection Mouse Connection Video/Monitor Port PS2 Keyboard Connection

6480

Auxiliary Power Outlet Voltage Selection Switch AC Power Cord Connector OAISYS License Key COM Ports (Optional) Insight License Key To Printer (optional) NIC Card Connection LPT1 Parallel Printer Port

2

100

Link/ACT

Strata CTX ACD Installation 09/03

Hardware Installation

System Hardware

CT1 Pro

Front View

Floppy Drive

CD-ROM Drive

5973

Hard Drive LED Power LED

Power Button

Back View

Cover Release Button (blue)

Locked - Unlocked

LPT1 Parallel Printer Port

6469

AC Power Cord Connection Voltage Selection Switch Power Button Keyboard Mouse Monitor Port

ISA Slot NIC Card Connections COM Port OAISYS License Key (Optional) Insight License Key To Printer (optional)

Strata CTX ACD Installation 09/03

3

Hardware Installation

Before You Start

Before You Start

CAUTION!

Always handle the CT5 Server or CT1 Pro with care. Avoid dropping or jarring the units by keeping them in secure positions on flat surfaces. Electrostatic discharge can damage or destroy the components in the server. Before starting the procedures in this chapter, use an anti-static wrist strap to discharge any static electricity you may be carrying.

1. Check the packing list on the side of the carton to make sure that you have received all the items. 2. Make sure that you have a Phillips screwdriver.

Step 1: Remove Cover

CT5 Server

Unscrew the six screws on the side of the cover. Slide the cover back and lift it away from the

unit.

CT1 Pro

Facing the back panel of the server (shown below), unlock the latch, push up on the cover latch

(blue) located in the middle back and pull the cover towards you and away from the unit.

Step 2: Unpack Voice Boards

Unbox the Dialogic voice board(s) to be installed in this system. Important!

Discard any instructions that may be in the Dialogic voice board box. Instead, follow the instructions here.

Step 3: Set Voice Board's Hardware Switches

Important!

The CT1 Pro has only one ISA slot available for a voice board (maximum port capacity of up to four ports). Due to conflicts with the IRQ settings, it is strongly recommended that the ProLine/2V and Dialog/4 voice boards not be installed in the same CT5 Server with the D/160SC-8LS voice boards. Therefore, do either the ProLine/2V, Dialog/4 or the D/160SC-8LS procedure that follows.

CAUTION!

ProLine/2V, Dialog/4 Voice Board(s)

1. Set Interrupt Level ­ Using the JP1 jumper block set the ProLine/2V or Dialog/4 interrupt level to IRQ9.

Note Set all ProLine/2V and Dialog/4 boards in the system to the same IRQ level.

4

Strata CTX ACD Installation 09/03

Hardware Installation

Step 3: Set Voice Board's Hardware Switches

2. Set Offset Address ­ Using the SW1 DIP switches 1, 2 and 3, set the offset address for the ProLine/2V board. The default is 0000H (see table at right).

Important!

Board Number 1 (default) 2 3

SW1: DIP Switches 1 Off Off Off 2 Off Off On 3 Off On Off

Each board in the CT5 Server/Workstation must have a unique offset address for the system to communicate with the board. Do NOT duplicate offset addresses.

4 Off On On 3. Verify Hookswitch State ­ SW1 DIP switch 4 must 5 On Off Off be set to Off. 6 On Off On 4. Verify that the jumper on JP7 is installed (see figures below). If more than one ProLine/2V and Dialog/4 7 On On Off board is installed in the CT5 Server, remove the 8 On On On jumper on JP7 from all but one of the ProLine/2V or Dialog/4 boards. 5. Go to "Step 4: Install Voice Board(s)" on page 7 to continue the system installation procedure.

JP7

JP1

SW1

1 2 3 4

1 2 3 4

O N

SW1

JP101

JP5 JP6

Pin position 1 (counting from right to left)

JP1 SW1 J5 J6 JP7 JP101 J1

JP7

ProLine/2V Voice Board

Strata CTX ACD Installation 09/03

IRQ 2/9 IRQ 3 IRQ 4 IRQ 5 IRQ 7 IRQ 10 IRQ 11 IRQ 12

SW 1:4 SW 1:3 SW 1:2 SW 1:1

JP102 J2 J3 J4 J5

SW1

JP201

JP301 J1 JP401 J2

JP1

6485

JP7 JP1

3996

Pin Position 1 (counting from left to right)

Dialog/4 Voice Board

IRQ IRQ IRQ IRQ IRQ IRQ 7 6 5 4 3 2/9

5

Hardware Installation

Step 3: Set Voice Board's Hardware Switches

D/160SC-8LS Voice Board(s)

Note The IRQ is set when you configure the Dialogic software in "Step 10: Configure Voice

Boards" on page 9. 1. Set Port Address

Important!

Each board must have a unique ID number for the system to communicate with the board. If you find a PEBTM Terminator on the board's XTERM Socket, remove it.

CAUTION!

2. Set the board identification number by turning the rotary switch SW100 (shown at right) to one of the 16 board ID settings: 0~9, A~F. Begin with 0 and increment setting for each additional board.

PEB Terminator

SW100= 0 0

SW4 OFF

O 1 N 2

P4

XTERM SW100

SW4

3. Verify that the SW4 hookswitch is Off (shown right). 4. Go to "Step 4: Install Voice D/160SC-LS Voice Board Board(s)" on page 7 to continue the system installation procedure.

5985

6

Strata CTX ACD Installation 09/03

Hardware Installation

Step 4: Install Voice Board(s)

Step 4: Install Voice Board(s)

1. CT5 Server only: Remove the two screws securing the retaining bar to the unit (shown right).

Retaining Bar LPT1 Parallel Printer Port Power Supply

6483

ISA slots COM Ports NIC Cards Motherboard

2. Remove the screw and lift the cover plate Voice Interface Card (shown right) to add the board(s). 3. Insert the board's edge connector into the first available ISA slot. 4. Apply pressure only to the top edge of the board, and gently rock the board back and forth to seat the edge connector into the slot. 5. Replace and tighten the retaining screw. e lat 6. Repeat Substeps 2~5 for each board you are gP nin tai Re installing. Remove screw and lift cover plate to add/remove board. 7. CT5 Server only: Replace retaining bar you removed in Step 1 and secure it with screws. 8. CT5 Server only: Take a retaining bracket supplied with the unit and secure it with a screw to the retaining bar just above the board. This will secure the board in place. Repeat this step for each board you installed. 9. If more than one SCbus board is in the system, the RED STRIPE boards must be interconnected by a SCbus cable (shown at right). Plug the SCbus cable into the P4 connector. 10. The side of the cable with the red stripe must face towards the middle of the board. Both ends of the cable must be used. Connectors between boards do not have to be connected.

110V

6479

Important!

D/160SC-LS boards do not come with a cable but they can be ordered through TSD Customer Service.

5986

Strata CTX ACD Installation 09/03

7

Hardware Installation

Step 5: Check Hardware Connections

Step 5: Check Hardware Connections

CAUTION!

During shipment, boards and cables can become loose and cause the system to not work properly.

1. Check to insure that all other boards and cables are properly seated. 2. Replace the unit's cover.

Step 6: Mount CT5 Server to Wall (optional)

1. Attach the two brackets to the bottom of the unit (see figure below) using the six screws that are included in the package. 2. Mark and drill the four holes you will need to attach the topmost bracket to the wall.

WARNING! This unit weighs approximately 26 lbs. and must be attached to a backboard for safety reasons.

3. Insert the screws. 4. Mount and seat the unit on the wall. 5. Drill the two holes for the bottom bracket (see figure below) and insert the screws.

Bottom View

Bracket

Top View

Bracket

Bracket

6484

Bracket

6482

8

Strata CTX ACD Installation 09/03

Hardware Installation

Step 7: Complete Hardware Setup

Step 7: Complete Hardware Setup

Connect the following items:

· Keyboard · Monitor (customer supplied) · Mouse · OAISYS License Key · Insight CTX License Key

Step 8: Power Up the Unit

1. Plug-in the power cable to the rear of the CT5 or CT1 and to the UPS. 2. Power up the ACD unit. If the Windows® XP Professional or Windows 2000 Professional logon screen does not display, check all connections.

Step 9: Install Dialogic Software

1. Insert your Strata CTX ACD Application / Documentation Library CD-ROM into your CD-ROM drive. The Main Menu appears. 2. Click on "Install CTX ACD." 3. Click on "Dialogic Drivers." The software is installed on your hard drive.

Step 10: Configure Voice Boards

To set up and configure the software for the voice boards, you must run the Dialogic Configuration Manager (DCM). Depending on the Stratagy ES's hardware configuration, you may need one or more of the following procedures.

ProLine/2V, Dialog/4 Voice Board(s)

Note You cannot use the Auto Detect Devices option with the ProLine/2V and Dialog/4 voice

boards. You must manually configure them using the Add Device option. 1. From Windows, click Start > Programs > Dialogic System Software > Dialogic Configuration Manager - DCM. The DCM Main screen displays. 2. From the DCM screen, click the Add Device icon on the toolbar ...or select Action > Add Device from the menu. The Dialogic Configuration Manager - Add Hardware Wizard screen displays. 3. Highlight the Family in the left-hand column and the Model of the board in the right-hand column. Click Next. Family Model Proline D/x1D Proline/2V Dialog/4

Strata CTX ACD Installation 09/03

9

Hardware Installation

Step 10: Configure Voice Boards

4. Type a unique name for the voice board. Click Next. The Properties screen for the board displays (shown at right). 5. Highlight the Address parameter in the upperportion of the screen. From the Value field's pulldown menu in the lower-section of the screen, select the value that represents the memory address of the board. The Value displayed is the combination of the base and offset addresses of the board. The Value(s) are: Value D0000 D2000 D4000 D6000 DA000 DC000 DE000 Board No. 1 2 3 4 5 6 7

6487

For additional values, see Dialogic Help menus. 6. Highlight the Interrupt parameter and change, if necessary.

Note Set the IRQ for all ProLine/2V or Dialog/4 boards in the system to IRQ9.

7. Click Apply. The Properties screen closes and the DCM screen displays with the board you just added. 8. Repeat Substeps 2~7 above for any additional boards. 9. From the DCM Main screen, select Service, Startup Mode, then Automatic to enable the Dialogic Services to start automatically when the Windows NT system powers on. 10. From the DCM Main screen, click the Start icon on the toolbar ...or select Service, then Start Service. Click OK when the process is finished.

Notes

· If the Dialogic Service does not start, double-click on the board name shown on the

configuration tree (see screen below) ...or from the Main menu, click Action then Configure Device. The board configuration tab screens (i.e., System, Misc, Country) display. Verify the settings.

· It can be helpful to run the Universal Dialogic Diagnostics Utility in the Dialogic System

Software program group to identify any problem(s). 11. Click File then Exit. The DCM Main screen closes. 12. Go to "Step 11: Connect Voice Board(s) to Telephone Lines" on page 12 to continue the system installation procedure.

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Strata CTX ACD Installation 09/03

Hardware Installation

Step 10: Configure Voice Boards

D/160SC-LS Voice Board(s)

1. From Windows, click Start > Programs > Dialogic System Software > Dialogic Configuration Manager - DCM. The DCM Main screen displays. 2. From the DCM screen, click Action, then Auto Detect Devices ... or press Ctrl+O. When the Auto Detect function is finished, the installed voice boards appear in the Configuration display of the DCM Main screen (as shown at right). 3. From the DCM Main screen, click the Configure icon ...or select Action, Configure Device. The System Tab ­ Properties screen for the board displays.

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4. The settings on the System tab screen (shown at right) are configured by DCM automatically, but may need to be changed. Modify the following settings to the specified value. Parameter Value BLTAddress BLTInterrupt ISABusWidth d0000 5 16-bit

8. From the DCM Main screen, click the Start icon on the toolbar ...or select Service, then Start Service. Click OK when the process is finished.

Notes

· If the Dialogic Service does not start, double-click on the board name shown on the

configuration tree ...or from the Main menu, click Action then Configure Device. The board configuration tab screens (i.e., System, Misc, Country) display. Verify the settings.

· It can be helpful to run the Universal Dialogic Diagnostics Utility in the Dialogic System

Software program group to identify any problem(s). 9. Click File, then Exit. The DCM Main screen closes. 10. Go to "Step 11: Connect Voice Board(s) to Telephone Lines" on page 12 to continue the system installation procedure.

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5. Click Apply when finished. 6. Repeat Substeps 3~5 above for any additional boards. 7. From the DCM Main screen, select Service, Startup Mode, then Automatic to enable the Dialogic Services to start automatically when the Windows NT system powers on.

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Hardware Installation

Step 11: Connect Voice Board(s) to Telephone Lines

Step 11: Connect Voice Board(s) to Telephone Lines

Note A standard telephone does not function when directly attached to the board jack.

1

To PBX or Central Office To PBX or Central Office

2

Voice Channel 1 (RJ11C) Voice Channel 2 (RJ11C)

Rear Bracket

Corresponding J1 and J2 Channel assignments

1 Ring 2 Tip 3 Ring 4 Tip 1 Ring

MIC IN OUT

1 2 3 4

J1 (RJ14C)

Chan. 1 Chan. 2

1 2 3 4

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J2 (RJ14C)

2 Tip 3 Ring 4 Tip

Chan. 3 Chan. 4

5977

ProLine/2V

Dialog/4

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D/160SC-LS Adapter Cable to Terminated Cable/Block

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Hardware Installation

Troubleshooting

Note D/160SC-LS adapter cable is available from Toshiba (D/160SC-LS Adapter Cable). For

those who wish to purchase individual cabling/connectors/adapters in lieu of the prefabricated cable, we have provided DB37 and RJ21X pinouts below.

DB37 Male Connector Pinout (D/160SC-LS End)

Pin Number Signal 1 Ring 3 Ring 4 Ring 5 Ring 6 Ring 7 Ring 8 Ring 9 Ring 10 Ring 11 Ring 12 Ring 13 Ring 14 Ring 15 Ring 16 Unused Unused Unused Ground 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Signal Tip 1 Tip 2 Tip 3 Tip 4 Tip 5 Tip 6 Tip 7 Tip 8 Tip 9 Tip 10 Tip 11 Tip 12 Tip 13 Tip 14 Tip 15 Tip 16 Unused Ring 1 Ring 2 Signal Station 1 Ring Station 2 Ring Station 3 Ring Station 4 Ring Station 5 Ring Station 6 Ring Station 7 Ring Station 8 Ring Station 9 Ring Station 10 Ring Station 11 Ring Station 12 Ring Station 13 Ring Station 14 Ring Station 15 Ring Station 16 Ring Station 17 Ring Station 18 Ring Station 19 Ring Station 20 Ring Station 21 Ring Station 22 Ring Station 23 Ring Station 24 Ring 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50

RJ21X Amphenol Female Connector Pinout

Pin Number Signal Station 1 Tip Station 2 Tip Station 3 Tip Station 4 Tip Station 5 Tip Station 6 Tip Station 7 Tip Station 8 Tip Station 9 Tip Station 10 Tip Station 11 Tip Station 12 Tip Station 13 Tip Station 14 Tip Station 15 Tip Station 16 Tip Station 17 Tip Station 18 Tip Station 19 Tip Station 20 Tip Station 21 Tip Station 22 Tip Station 23 Tip Station 24 Tip

Troubleshooting

Problem Description Suggestions

· Check Windows 2000 System Event Viewer for log entries with

dlcg_log listed as the Source for causes of non-start. Dialogic Service will not start.

· If one or more Dialogic boards are installed, make sure;

· ·

Each board has a different board offset or ID. Board IRQs have been set correctly per this Installation Manual.

Strata CTX ACD Installation 09/03

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Hardware Installation

Troubleshooting

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Strata CTX ACD Installation 09/03

Software Installation

2

This chapter provides installation procedures for the Strata CTX Automatic Call Distribution (ACD) and OAISYS suite modules. Note that there may be some variances due to your specific application.The Strata CTX provides an intelligent link for controlling calls using external software. This LAN link will need to be defined along with the Pilot Directory Numbers (DNs) to be used for Computer Telephony Integration (CTI) modules, including Strata ACD. In addition, a series of standard station ports will need to be defined for use with a PC speech card to provide the messages for ACD, or other ports for optional Interactive Voice Response (IVR), or other applications. The final step is to define feature buttons on the Agent's and Supervisor's phones to make access to the features easier to use.

Step 1: Prepare Strata CTX

Note For telephone programming, press +ROG after each FB button in the following assignments. Press +ROG again when you are done with each Program.

Step 1A: Assign Pilot DNs

Strata CTX provides a type of Phantom Directory Number (Pilot) where calls can be directed. Calls arriving at this Pilot DN are monitored by the CTI application for action by the assigned software module. You will need to define a Pilot DN for each ACD Group to be used by the ACD. Calls ringing the Pilot DN notify the ACD. Defined ACD call handling rules will be followed.

Enter Program 540, then use the following Feature Buttons (FBs) to assign new Pilot DNs.

· FB00 ­ specifies the DN for the Pilot DN. Toshiba recommends using DNs 500~529 to match the default parameters for MIS. · FB01 ­ specifies the type of destination for the After Shift destination (Dialing Digits - from the telephone, press ). In CTX WinAdmin, the box to the right of FB01 specifies the destination DN for calls when CTI service is not running. If programming from a phone, press 6SNU to access this parameter. · FB02 ­ specifies the Voice Mail ID to be used if the destination is a Voice Mail system.

To Remove Pilot DNs, use Program 541.

Step 1B: Assign Music Sources

Each ACD group specifies which music or announcement source will be used for the calls waiting in its queue. This enables playing information related to the specific function of that queue. Strata CTX supports this function using its music ports (max. 15). Strata CTX provides one music source (source 1) on the processor card, three on the first BIOU card (sources 2~4), three on the second BIOU card (sources 5~7), and up to eight others connected to standard station cards using a coupling transformer for impedance matching between the music source and the station interface.

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Software Installation

Step 1: Prepare Strata CTX

To Assign Music Source Ports Use Program 109.

Step 1C: Assign Announcement Ports

Announcements are essential to a functioning ACD and are of two types ­ initial announcement and a repeating (continue to wait) announcement. Standard station ports need to be assigned in much the same way as Voice Mail systems to provide these announcements. The number of announcements to be used is not important since the ACD software takes care of which announcement is played when the call is connected to one of the announcement ports. Thus the determination of the number of ports needed for announcements is based upon traffic.

To determine the number of announcement ports needed Take the estimated number of calls expected to be handled in queue at any point in time,

multiply by the number of seconds each announcement is expected to take and divide by the "repeat" interval (music time + announcement time). For example, if an announcement averages 10 seconds each, repeating every 60 seconds, and up to 28 calls are expected in queue (sum of all queues) at any point in time, then the number of ports needed is 28 x 10/(60 + 10) = 4 ports.

Note Announcement ports should not have any hunting arrangements To program the announcement ports

· Program 200 assigns the standard station ports. Items essential to making the announcement port function are: · FB00 ­ Assigns the DN for the port. · FB01 ­ Assigns the equipment location for the port. · FB02 ­ Assigned as SLT since a standard station is needed for the electrical interface to the Dialogic voice card. · FB03 ­ Assigned as an extension type. · FB09 ­ Toshiba recommends a Name be assigned to the port in case a call is connected with another station, this could be a good trouble-shooting tool. · FB15 ­ Assign the Prime DN value as the Display DN for the same reason as the Name. · Program 201 removes a station port.

Step 1D: Set up DKT Feature Support

Program the digital telephones to be used by ACD Agents and Supervisors so some buttons make feature access easy.

Enter Program 205 to make feature button assignments on the telephone. The feature code for

ACD features is 900 and the specific code (Parameter 1) is the last two digits shown. From a

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Strata CTX ACD Installation 09/03

Software Installation

Step 1: Prepare Strata CTX

telephone, press 6SNU to enter APL No. (Parameter 1) codes.

Feature Button Log In/Out Avail/Unavail Work Unit ACD Help ACD PU 900 Code APL No (6SNU 90 91 92 93 94 Feature Button End Wrap Up Join Monitor Call Start/End Shift Display Status 900 Code APL No (6SNU 95 96 97 98 99

Notes

· Keep a record of these assignments since the ACD software will need the same assignment information, later in this installation process. · Agent/Supervisor phones must use a DN that does not have appearances on other telephones nor can they have any type of hunting arrangement. · CO lines, pooled lines or Group CO (GCO) buttons for lines used for delivering ACD calls cannot appear on these telephones.

Step 1E: Set up LAN

A communications link must be made between the Strata CTX and external PC with the CTI application. The first requirement for this connection is a Strata CTX license for the LAN port. A license is only needed for the LAN port since all other license control is provided in a "license key" provided by the CTI software. Strata CTX and the CTI PC will need to have "static IP" addresses assigned within the network that will be connected with the CTI PC. Two different methods are possible for the LAN. The first connects Strata CTX directly onto the in-house LAN and the second provides a private LAN for the telephone system and only connects the CTI PC to the in-house LAN (this uses two NIC cards in the PC). The latter operation is preferred to avoid normal business traffic from affecting the telephony functions and vice versa. If you use the in-house LAN option, then a "static IP" address needs to be assigned by the Network Administrator.

To set up the LAN

1. Use Program 916 to change the IP address from the default of 192.168.254.253, sub-net mask of 255.255.255.0 and Gateway of 0.0.0.0 to the address matching your local network. 2. Make sure that you have a Strata CTX license to use a LAN port for connecting to the CTI PC. 3. Use Program 803 and enter the following FBs to establish of one of the system ports for use as a LAN port: · FB00 ­ CSTA logical ports are 200~208. Choose the next available. · FB01 ­ Choose LAN (LAN or RS-232). In WinAdmin, in the box to the right of FB01, assign a device port number (1~9). When programming from a telephone, press 6SNU to access this parameter. 4. Use Program 801 and the following FBs to assign the properties of each LAN port: · FB00 ­ Choose the device port number to be assigned (1~9). Use port assigned in above step (Program 803, FB02). · FB01 ­ Assign to be TCP · FB02 ­ Assign the type to be Server. · FB03 ­ Asynchronous operation.

Strata CTX ACD Installation 09/03

17

Software Installation

Step 2: Prepare ACD PC

· FB04 ­ Assign the port to be a server that is linked to the client (default = 1100). · FB05 ~FB09 ­ Leave at default values. · FB10 ­ Set to "1." · FB11 ­ Set to "1."

Step 2: Prepare ACD PC

The PC may be supplied with all the hardware devices installed or you may need to add some optional components, such as a voice card for playing the announcements and a second network interface card (NIC). The second NIC card is recommended, but not required. It enables the separation of the telephony network from the customer's in-house network to avoid conflicts, such as those caused by high levels of traffic on either network.

Step 2A: Install Optional Cards

1. Make sure the power is Off and the PC is unplugged. 2. Open the case and install the optional cards. When power is restored, depending upon your operating system, the NIC card should be recognized and automatically configured for operation, although no network services have been assigned at this time.

Step 2B: Set Up PC for Networking

1. Make sure the optional cards are installed and the PC powered up. 2. Go to My Computer and Network Neighborhood to name the PC, and enable the Network Interface Card(s) to use the TCP/IP protocol. You also need to enter the "static IP" address provided by the customer's Network Administrator.

Step 3: Register License(s)

You must obtain a valid license for the ACD software modules that you will install. For this process, you will need the Order Number, the CTX processor card serial number (CTX670 BBCU1A or CTX100 ATCU processor part number), and the ACD key (dongle) serial number.

Strata CTX ACD and OAISYS Licenses

1. 2. 3. 4. 5. 6. 7. 8. Log into the Toshiba FYI site. www.fyi.tsd.toshiba.com. Click on License Codes, then click on the lower License codes. Select a Product Line. Select License Generation Type: ACD Generation. If this is a National Account, check this box. Enter your Order Number. Enter the Serial Number, click Submit. Read "Attention! Important Information," click Close. This notice appears if you have not generated a license code to activate the ACD feature in WinAdmin. The part number needed to activate this function is LIC-ACD.

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Strata CTX ACD Installation 09/03

Software Installation

Step 4: Install ACD Software

Note Once an activation code has been generated, it cannot be refunded or credited to your

account. 9. Locate Part # LIC-ACD and enter 1 in the Activate Quantity box. Click Submit.

Note If this is a National Account, the Activate Qty field is already populated.

10.Click Finalize. 11. Read the license agreement and click Finalize to continue. 12. When you see your license code, the process is complete. Click Printer Version. 13. Click Print, click Close, then click Return. You will return to the first registration screen. 14. Select the same Product Line that you did previously (step 3 of these instructions). 15. Select License Generation Type: ACD Generation. 16. If this is a National Account, check this box. 17. Enter the same Order Number and Serial Number entered previously, click Submit. 18. Read "Attention! Important Information," click Close. 19. Enter the OAISYS (dongle) Serial Number, Dealer Number, Order Number and click Submit. 20. On the Copy Key Registration form, enter required Registration information, click Submit.

Important!

Once you have assigned a key, it cannot be removed, refunded or credited to your account.

21. Enter the quantity of ACD parts for this site, click Submit. Your order is completed. The Transaction History page displays your license numbers. 22. Print the Transaction History page for your records. 23. (Optional) To add to your order, click Update Key in the left navigation bar. Enter the number of additional parts desired. (You can't delete items from the previous order; you can only add to it from this screen.) Click Submit.

Note If you want further details on these instructions, refer to http://fyi.tsd.toshiba.com. The

latest version of instructions is available there.

Insight CTX License

If you are installing Insight CTX, fax an order to your Toshiba Customer Service

Representative. Once your order is processed, Toshiba will fax an activation code to you.

Step 4: Install ACD Software

The Strata CTX ACD Application / Documentation Library CD-ROM contains the software items for your installation. You can install every software item, but the only services that will operate are those with license codes purchased and enabled by the license key.

Note At a number of points in installing the different modules, a message will prompt you to

restart the PC. You may elect to not re-start the PC at each of these points and continue the installation of other modules, then re-start after all have been installed. 1. Insert your Strata CTX ACD Application / Documentation Library CD-ROM into your CD-ROM drive. The Main Menu appears. 2. Click on "Install CTX ACD." Be sure to install the selections in the order given in the installation menu.

Strata CTX ACD Installation 09/03

19

Software Installation

Step 5: Set Up Net Server

3. To provide basic communication between Strata CTX and the other modules, click on "Net Server" and follow the prompts. 4. Click "Net Server Administrator" and follow the prompts. 5. Click on "Voice Assistant" and follow the prompts. 6. From the CTX ACD Installation menu, click on "Strata ACD" to install the core ACD, a Toshiba Keyset Interface (TKI) runs buttons/LCDs from our hardware, an MIS Server (link to MIS system), and the ACD Administrator. If this is a first time installation, install the VA scripts when prompted. If you are updating the software, carefully consider if you have customized VA scripts. If you have, do not install VA scripts during the installation sequence. 7. Install your optional software modules such as Insight CTX on the main server PC or another PC. Toshiba recommends installing the Insight CTX Gateway (data collection) with the ACD MIS server.

Step 5: Set Up Net Server

After you install the ACD software and optional software modules and you reboot the PC, you can make the final connections. Each Dialogic port needs a station connection to the Strata CTX and a LAN connection between Strata CTX and the server PC. The Net Server is the first point of contact for communications between Strata CTX and the software just loaded. The Net Server should have started when the PC was rebooted.

Step 5A: Check Current Services and Level 2 OAI Settings

1. Assess current services: Open the Net Server, choose the Services (screen below) tab to see what is loaded on the system. Refer to the OAISYS Net Server Operations Manual on the Strata CTX ACD CD-ROM for instructions on setting up Net Server. 2. Make OAI visible: All other modules in the system are connected via the Net Server. The first element to set up is LVL2OAI. This module provides the communications link with the PBX. To make the LVL2OAI visible, rightclick on that item in the Service tree and choose Show Service Window. 3. Ensure Status is running: The Service has three tabs (screen below): Status, Events, and Devices. Make sure that the PC is communicating with Strata CTX. On the Status tab, if the two LEDs are green, a connection has been established with Strata CTX and with Net Server. Both LEDs must be green to proceed.

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Strata CTX ACD Installation 09/03

Software Installation

Step 5: Set Up Net Server

If the Toshiba NHS Connection light it red, click Setup and make sure the IP address is the same one entered in Program 916. 4. Set up OAI log files: Select the Events tab.Right click, select Set Log Sizes. Toshiba recommends these settings: Scroll Buffer = 1000 lines. File Size = 10,128 Kbytes Number of Backup Log Files = 32 files Click OK. 5. Define the phones to be used for Agents: Select the OAI Devices tab, then define the type of each phone to be used by Agents and the ACD feature button location (see table below) for each device.

Value (enter into Devices Table) Feature Keys 1~20 ADM1 Feature Keys 1~20 ADM2 Feature Keys 1~20 1~20 401~420 421~440

6146

Phones that are listed without displays will get audible tones in place of LCD messages for prompting to enter information.

Note This data must agree with button assignments made earlier in "DKT Feature Support,"

Program 205. 6. Define Add-on module or DSS consoles to be used for Agents: If Add-on modules or DSS consoles are used for Agents, select the OAI Devices tab, then define the type of device to be used by Agents and the ACD feature button location for each device. Unique ACD button assignments for these devices are listed below.

ADM 1 ACD Button Assign. 410 409 408 407 406 405 404 403 402 401 420 419 418 417 416 415 414 413 412 411 ADM2 ACD Button Assign. 430 429 428 427 426 425 424 423 422 421 440 439 438 437 436 435 434 433 432 431

Strata CTX ACD Installation 09/03

21

Software Installation

Step 5: Set Up Net Server

DSS ACD Button Assignments 470 469 468 467 466 465 464 463 462 461 480 479 478 477 476 475 474 473 472 471 490 489 488 487 486 485 484 483 482 481 500 499 498 497 496 495 494 493 492 491 510 509 508 507 506 505 504 503 502 501 520 519 518 517 516 515 514 513 512 511

Step 5B: Set Up Voice Assistant

The Voice Assistant (VA) plays the announcements for ACD. This is done by the ACD requesting from the VA an available port in a designated group to send the caller to. The VA responds with the DN of the port for the call to be transferred. Refer to the Voice Assistant Installation Manual on the Strata CTX ACD CD-ROM for details. 1. Make sure Dialogic card(s) are active: See Step 3, substeps 5 and 6 for more details. 2. Make the VA Visible: Right-click on the VA item in the Net Server Service tree and choose Show Service. 3. Ensure the VA module is operational: Make sure that the VA Server Status tab has a green light indicating a connection to the Net Server. "Use OAI Integration" should be checked and the OAI Link should have a green light. 4. Set up VA log files: Open the Voice Assistant window (usually from the Start menu, or by clicking the icon). Select Setup > Show Events. Right click on an open area. Select Set Log Sizes. Toshiba recommends these values: Scroll Buffer = 1000 lines File Buffer Size = 10,128 Kbytes No (number of) Files = 5 files Right click on Start Log and define the path to save the file. 5. Define ports from the VA Pgm VPort tab: Each port on the Dialogic card(s) needs to be defined to indicate which DN from the Strata CTX is connected to that port. And that port needs to be assigned a group number. Typically Group #1 is used for the ACD announcements. The ports can be split up and used for other functions as needed by assigning ports for other purposes. Ports that have the "System Admin. Port" checked can be used for recording announcements. You should designate one port for this purpose, preferably the last port in the list.

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Strata CTX ACD Installation 09/03

Software Installation

Step 5: Set Up Net Server

Step 5C: Set Up ACD

Note See the Strata ACD System Administrator Guide on the Strata CTX ACD CD-ROM for

more details. This module is where all the parameters for the ACD operation are defined including all Agents, Supervisors, and Actions. 1. Make Strata ACD visible: Right click on the Strata ACD item in the Net Server Service tree, choose Show Service. 2. Ensure the Module is operational: Log in (default user/pass. is admin/admin). The Strata ACD window appears (shown right). 3. Set Up ACD Log Files: Open the Strata ACD window. Select Setup > Show Activity. When the Strata ACD Events window opens, right click on an open area in the window. Select Set Log Sizes. Toshiba recommends these values: Scroll Buffer = 1000 lines File Buffer Size = 10,128 Kbytes No Files = 5 files Right click on Start Log and define the path to save the file. 4. Set Up TKI Log Files: Open the TKI window. Select File > Events. Right click on the TKI Events Window. Select Set Log Sizes. Toshiba recommends these values: Scroll Buffer = 1000 lines File Buffer Size = 10,128 Kbytes No Files = 5 files Right click on Start Log and define the path to save the file. 5. Open Strata ACD Administrator: Go to the Start button and select Programs > OAISYS > Strata ACD Administrator. This administration program provides the screens for defining the Agents, Supervisors, Actions and ACD Groups. Refer to the Strata ACD System Administrator Guide for details. The last two pages describe where and how to record custom announcements for each ACD group.

6145

Step 5D: Install Optional Software (Clients)

Once the server is installed and working, you can install the client software. Client software modules include Net Phone, Chat from OAISYS and Insight Supervisor or inView for Insight CTX. These modules are installed onto the user's desktop.

To install optional software, insert the CD-ROM into each desktop PC, click the button for the

appropriate item and follow the instructions on the screen. Choose to Reboot at the end.

Step 5E: Set Up Optional Software

Several optional modules may be used in conjunction with Strata ACD or independently from Strata ACD. Refer to the installation or setup manual for each of these modules.

Strata CTX ACD Installation 09/03

23

Software Installation

Step 5: Set Up Net Server

24

Strata CTX ACD Installation 09/03

Information

Strata CTX ACD Installation Guide

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