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BUSINESSPHONE CALL CENTRE SUPERVISOR - STANDARD INSTALLATION GUIDE EN/LZTBS 102 063/S R2C Copyright © 2000. Ericsson Austria AG. All rights reserved. This document contains proprietary information which is protected by copyright.
:HOFRPH WR WKH %XVLQHVV3KRQH &DOO &HQWUH 6XSHUYLVRU The BusinessPhone Call Centre Supervisor Standard version 2 continuously receives real time call event data from the exchange and monitors, displays and records the activities of the BusinessPhone ACD facility. Data is processed and used to provide a real time display of ACD and Agent resources with up-to-date statistics.
:HOFRPH WR WKH %XVLQHVV3KRQH &DOO &HQWUH 6XSHUYLVRU BusinessPhone Call Centre Supervisor - Standard Installation Guide EN/LZT BS 102 063/S R2C iv
7DEOH RI &RQWHQWV :HOFRPH WR WKH %XVLQHVV3KRQH &DOO &HQWUH 6XSHUYLVRU ,QWURGXFWLRQ What’s new in Release 2.4............................................................................................. 9 Combined Installation Setup .............................................................................................. 9 Supporting Windows 95, 98 for all versions.......................................................................
7DEOH RI &RQWHQWV Initial Checks ................................................................................................................ 34 Start Up ........................................................................................................................ 34 Minimum Configuration ................................................................................................ 34 /DQJXDJH 8SGDWH Installing Language Files.................................................................
DEOH RI &RQWHQWV Default Printer and Reports.......................................................................................... 54 Display Units ................................................................................................................ 54 Missing ACD Queues or Agent Groups ....................................................................... 55 Database Problems......................................................................................................
7DEOH RI &RQWHQWV BusinessPhone Call Centre Supervisor - Standard Installation Guide EN/LZT BS 102 063/S R2A viii
,QWURGXFWLRQ ,QWURGXFWLRQ The CCS runs on a PC which receives data from the BusinessPhone 150 or BusinessPhone 250/50 exchange via an RS232 interface (V.24). The system software is installed by transferring the system files from the software release set onto the PC hard disk. The installer must then carry out some basic configuration to leave the system in a working condition for the user.
&' 520 'HOLYHUHG ZLWK &&6 3DFNDJH &' 520 'HOLYHUHG ZLWK &&6 3DFNDJH You will find a great variety of information on the CD-ROM which consists not only of CCS software and CCS documentation: Install Acrobat Reader Acrobat Reader is the display software from Adobe to view all documentation which is stored in the Acrobat PDF format. The display software is installed on the CD-ROM, therefore it is not necessary to install the display software.
&' 520 'HOLYHUHG ZLWK &&6 3DFNDJH Installation of CCS Documenation If you want to provide each CCS user with the documentation you have the option to install the complete range of documentation files onto a local hard-disk or a network drive. To install the CCS Documentation use the installation setup for Documentation located on the CD-ROM. You can either install it manually or by using the CCS Intro. manually: ..\Docu\Install\readme_en.txtEnglish ..\Docu\Install\readme_de.txtGerman ..
&' 520 'HOLYHUHG ZLWK &&6 3DFNDJH Standard PC Specification for Using Documentation on CD-ROM • • • • • • • • 100% IBM compatible PC CPU 486 DX2 66 MHz processor 8 MB RAM (16 MB recommended) Bus mouse SVGA video card, non interlaced with at least 1 MB of memory Colour monitor with 800 * 600 or higher resolution and True colours 1 CD-ROM drive Sound card (recommended) BusinessPhone Call Centre Supervisor - Standard Installation Guide EN/LZT BS 102 063/S R2B 12
%DVLF +DUGZDUH 5HTXLUHPHQWV %DVLF +DUGZDUH 5HTXLUHPHQWV ([FKDQJH 5HTXLUHPHQWV CCS 2.4 supports BusinessPhone 150 as well as BusinessPhone 50/250 (up to V4.0). The installation script now includes the options: (a) BusinessPhone 150 or BusinessPhone 50/250 (up to V2.0) (b) BusinessPhone 50/250 from V2.1 onwards By default option (b) will be installed.
%DVLF +DUGZDUH 5HTXLUHPHQWV Number of Agents 1-10 11-20 21-30 31-40 Adaptation Unit - 10 Adaptation Unit - 20 Adaptation Unit - 30 Adaptation Unit - 40 The adaptation unit is fitted to the parallel port. If the adaptation unit is removed the CCS will not function. The unit has no effect on printing, and will work if the printer is off line, turned off altogether, or not connected. When a printer is fitted the printer cable PC connector is fitted into the adaptation unit.
%DVLF 6RIWZDUH 5HTXLUHPHQWV %DVLF 6RIWZDUH 5HTXLUHPHQWV The PC should be prepared for installation using the manufacturer’s instructions to format the hard disk and install MS Windows 3.11 (Windows for Workgroups) or MS Windows 95/98 if necessary. Any checks suggested by the PC Manufacturer should be carried out to ensure the correct functioning of the PC and the monitor. Operating System Software One of the following System Software is required to run CCS on a PC: • Windows for Workgroups 3.
3& ,QVWDOODWLRQ 3URFHGXUHV 3& ,QVWDOODWLRQ 3URFHGXUHV The PC should be prepared for installation using the manufacturer’s instructions to format the hard disk and install Windows if necessary. For best performance Windows for Workgroups 3.11 should be set up for 32 bit file and disk access. The required set up procedure is a normal Windows procedure accessed via the 386 Enhanced icon in the Control Panel.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ $SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ The system is divided into two parts, the Database Engine and the CCS itself. Each part is installed separately. The Database engine must be installed before the CCS can be installed. Power up the PC and wait for Windows to load Insert CD-ROM into your computer’s drive • If the Autostart function of your operating system is activated, a special program - called Introsequence - will start automatically.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ The Borland Database Engine setup-routines has now been started. Follow the installation instructions and enter the parameters requested as necessary When the BDE installation has finished, install the CCS Note: We recommend that you accept default options when choosing directory path names, as this makes the post-installation process much easier. However, you may install the BDE to any directory you wish.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ EN/LZT BS 102 063/S R2B 19 BusinessPhone Call Centre Supervisor - Standard Installation Guide
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ %XVLQHVV3KRQH &DOO &HQWUH 6XSHUYLVRU To install the CCS application software: Click on "install software" Click on “install ccs standard”. The installation wizard will be opened. Follow the instructions of the installation wizard. The CCS application uses a normal Windows Install Shield Wizard to direct installation.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ Prior to installing the Application the install program will prepare the Install Shield Wizard and search for installed components. If the Borland Database is not found then a warning message will be displayed and the installation will be aborted. Note: We recommend that you accept default options when choosing directory path names, as this makes the post-installation process much easier. However, you may install the CCS to any directory you wish.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ During Installation the Install Shield Wizard will display message dialogs as required. Enter the information necessary and continue installation by clicking Next on the current dialog. If necessary you may step back to previous dialogs to change settings. To step back click Previous on the current dialog. You will also be prompted to read Installation Notes and Readme files during installation.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ During installation you will be required to set the following parameters: You may choose to install either the Program files, the Data files or both, Program and Data files. 1HZ ,QVWDOODWLRQ If you are perform a new installation program and data files have to be installed on the system. 8SJUDGLQJ IURP &&6 9 [ If you perform an upgrade from a version between CCS V1.0 and 1.6 to CCS V2.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ 8SJUDGH 'DWDEDVH IURP &&6 9 [ WR &&6 9 [ Warning !! CCS V2.x is NOT compatible with CCS V1.x data. You may not restore CCS V1.x backed up data into CCS V2.x. If you install CCS V2.x and you have an installed CCS V1.x on your Computer’s hard-disk, you should upgrade the CCS V1.x database. This is necessary for being able to use CCS V1.x data with CCS V2.x. Note: You may choose to convert later.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ The conversion program will automatically find the version 1.x database if default locations were used, otherwise you will have to identify the location. If the CCS V1.x Database is not found, a warning message will be displayed and you have to enter the correct path name of the DATA directory for Version 1.x of the CCS. Note: CCS V2.x uses a slightly different directory structure to CCS V1.x. This means that you can install CCS V2.x on a PC with CCS V1.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ Click Close to complete the Conversion. Restart the System At the end of the CCS setup (CCS V1.x and CCS V2.x with or without Database upgrade) you will be asked if you want to restart your computer or continue without restarting. Important: • If you chose the defaults: Restart your computer and follow the instructions in the Initial Startup section.
$SSOLFDWLRQ 6RIWZDUH ,QVWDOODWLRQ • If you have not chosen the default directories then: Do not restart your computer. Instead, follow the instructions in the Post Installation Configuration section.
3RVW ,QVWDOODWLRQ &RQILJXUDWLRQ 3RVW ,QVWDOODWLRQ &RQILJXUDWLRQ When the CCS has been installed, and before you run the CCS up for the first time, changes will need to be made to the system if you have not chosen the default directories during installation. If you have installed the Borland Database Engine and the CCS to the supplied, default directories, you may continue and start up the CCS for the first time. 'DWDEDVH &RQILJXUDWLRQ In the CCS ‘Aliases’ are used when building path names for data files.
3RVW ,QVWDOODWLRQ &RQILJXUDWLRQ 6HWWLQJ $OLDVHV The utility is accessed via an Icon in the Ericsson CCS Program Group which has been created by the setup program. If you are not familiar with the Borland Database Configuration Utility we recommend that you run the Configuration Utility and become familiar with it before attempting any changes (use the help to see what each field is and how the utility expects you to enter data and acknowledge changes).
3RVW ,QVWDOODWLRQ &RQILJXUDWLRQ Click the Aliases tab to open the Aliases page The page comprises a list of all current Aliases on the left of the page and the current alias parameters for the selected (Highlighted) Alias on the right of the page. Editing Alias parameters is carried out directly in the parameter fields on the right side of the page.
3RVW ,QVWDOODWLRQ &RQILJXUDWLRQ To change an Alias: Select the required Alias in the list Change the Alias parameters as required Example For Example, if the installation of the CCS was done to a drive other than the C:\ drive but the default CCS directory was retained. You must replace the ? in the alias with the chosen drive letter and the directory name the CCS was installed into, for example D:\CCS\DATA\CONFIG.
,QLWLDO 6WDUW 8S ,QLWLDO 6WDUW 8S Once the installation is complete using default settings, or after Post Installation is complete following installation using non default settings, the Initial Start Up phase can be carried out. 6WDUW 8S *URXS When the application is installed an Ericsson CCS Program Group is created. In this group the CCS User Client program is installed, along with icons for help and either readme.txt or install.txt notepad files. There is also a icon for Begin CCS.
,QLWLDO 6WDUW 8S • via Windows taskbar: Click Start on the taskbar Point to Programs Point to Ericsson CCS Windows for Workgroups 3.11 In Windows for Workgroups 3.11 you can see the Ericsson CCS Program Group in the MS File Manager. /LQN 6WDWXV To check the status of the connection between the exchange and the PC after having started the Call Processor, you can use the following function (only available in CCS V2.x): Click on Call Processor on the Windows taskbar by using the right mouse button.
,QLWLDO 6WDUW 8S ,QLWLDO &KHFNV It is suggested that a minimum configuration is be carried out by the installation engineer to ensure that the system is working and displaying accurate and relevant data. To enable configuration to be carried out liaison with the site administration will be necessary to ascertain agent names, PIN codes, Call Codes, Agent Group and ACD Group names, etc. Directions for carrying out configuration functions can be found in the CCS User’s Guide.
/DQJXDJH 8SGDWH /DQJXDJH 8SGDWH After a complete installation (English version) it is possible to update the CCS system with different languages. The language settings are user dependent, which means that each user can be assigned one of the installed languages. A user with a non english language assisgned will see the respective language only after the log on sequence. Following languages are available: CCS Version 1.x English (default) Spanish Swedish CCS Version 2.
/DQJXDJH 8SGDWH Note: German and Spanish Intro application will show directly the readme file and the folder with setup files belonging to the already chosen language. Please read the readme file and then click on setup.exe The setup file will install the language DLLs and the localised Help file. Reboot your system. After restarting the ccs system you will be able to create new users and to assign them one of the previously installed language.
*HQHUDO *HQHUDO The CCS Information Display system can handle the presentation of messages on both physical Display Units and Screen Display Units. Screen Display Units are ‘virtual’ Display Units and messages sent to Screen Display Units are displayed in separate ‘window’ on the CCS PC. 'LVSOD\ 8QLW &RQQHFWLRQ Physical Display Units are driven through serial ports, either individually or in chained links.
*HQHUDO 'LVSOD\ 8QLW 'ULYHUV The CCS is shipped with the following drivers to support the standard Information Display Units that can be delivered with the system.
*HQHUDO Design The display is intended for indoor use, and can be wall mounted or suspended from a ceiling. The software used in this display is a dumb-mode terminal program (1200 bauds or 9600 bauds), designed to interface with ACD-type systems. The casing is made from industrial aluminium painted with a polyester powderpaint. It has M6 nut inserts on top and at the back for wall mounting or ceiling suspension. The power supply is built internally into the casing.
,QVWDOOLQJ D 'LVSOD\ 8QLW ,QVWDOOLQJ D 'LVSOD\ 8QLW When connecting Information Display units, remember that only Information Displays which use the same driver can be connected onto a single link. For instance, you cannot mix single line and three line boards on the same. You can, however, put single colour and multi colour boards on the same link. The following information refers to the standard DL and DB.
,QVWDOOLQJ D 'LVSOD\ 8QLW 25 way D Type Connector Connect the sleeve pin of the 3.5mm plug to the cable shield. Connect the other end of the shield to PIN 7 of the DB25 connector. Connect the data-out signal from the display to the tip of the 3.5mm plug. Connect the other end to PIN 3 of DB25 connector. Connect the data-in signal from the display to the centre ring of the 3.5mm plug. Connect the other end to PIN 2 of DB25 connector.
,QVWDOOLQJ D 'LVSOD\ 8QLW &RQQHFWLQJ 0XOWLSOH 8QLWV When more than one unit is being used the connections must be repeated in multi drop mode i.e. receive of all Display Units in the system is connected to the transmit of the computer and the ground is common to all devices. The Serial In (White) wire is not needed in most applications.
'LVSOD\ 8QLW &RQQHFWLRQ 'LVSOD\ 8QLW &RQQHFWLRQ Before any messages can be sent to a Display Unit, the Display Unit must be correctly connected to the system. Information Display Unit Connection is carried out via the Display Unit Connection Dialog. Only the System User and Users that are allowed access to the Display Unit Connection menu are able to carry out Information Display Unit Connection functions.
'LVSOD\ 8QLW &RQQHFWLRQ 0DQDJHPHQW )XQFWLRQV The four control buttons situated at the bottom right of the page provide access to Test, New, Edit and Delete function.
$GGLQJ D 1HZ 'LVSOD\ 8QLW $GGLQJ D 1HZ 'LVSOD\ 8QLW The parameters needed to set up a Display Unit are entered via the Add a New Display Unit Dialog. The Dialog is accessed from the Display Unit Connection Dialog by clicking the New button or by pressing Alt + N.
$GGLQJ D 1HZ 'LVSOD\ 8QLW 'LVSOD\ 8QLW 7\SH The Display Unit type refers to the actual type of unit that is to be connected. The type selected must match the actual type of the Display Unit. To select a Display Unit in the Type list, either click on the required Display Unit Name or step through the list using the cursor control keys until the required Display Unit Name is highlighted. &RPP 'HYLFH The Comm Device list shows all COM ports available to the CCS for Display Units.
$GGLQJ D 1HZ 'LVSOD\ 8QLW %DXG 5DWH If adding a physical Display Unit you must set the Baud Rate for the transfer between the PC and the new unit. The Baud Rate list shows all the supported Baud Rates for the type of Display Unit selected. The default rate will be highlighted. Select the required rate.
$GGLQJ D 1HZ 'LVSOD\ 8QLW 7HVWLQJ &RQQHFWLRQV The Test button allows you to test the connection between the CCS and a Display Unit. To carry out a test: Select the Display Unit to test in the grid Click the Test button An information window on the PC will inform you that a message will be displayed on the selected Display Unit momentarily. The system takes the first configured message and attempts to display it immediately on the selected Display Unit.
$GGLQJ D 1HZ 'LVSOD\ 8QLW '/ 6LQJOH &RORXU ,QIRUPDWLRQ 'LVSOD\ The DL20 is a single-line, single-sided display with 20 alphanumeric characters, using red light emitting diodes. 7HFKQLFDO GDWD Connection: 5-pin cannon for connection of plug Weight: 8 kg Dimensions: 964 (L) x 155 (H) x 75 (D) L.e.d. diameter: 5 mm Character height: 50 mm Memory capacity: 6k Power consumption: 30 W Power supply type: 220 V/60 Hz or 110 V/60 Hz MTBF average of the LED: 50.
$GGLQJ D 1HZ 'LVSOD\ 8QLW '/ 0XOWLFRORXU ,QIRUPDWLRQ 'LVSOD\ The DL20 is a single-line, single-sided display with 20 alphanumeric characters, using light emitting diodes. The DL20 Multicolour combines red, green or amber colours. 7HFKQLFDO GDWD Connection: 5-pin cannon for connection of plug Weight: 8 kg Dimensions: 964 (L) x 155 (H) x 75 (D) L.e.d.
$GGLQJ D 1HZ 'LVSOD\ 8QLW '% 6LQJOH &RORXU ,QIRUPDWLRQ 'LVSOD\ The DB320 Single colour is a single-sided display with 3 lines. Each line has 20 alphanumeric characters, using red light emitting diodes. 7HFKQLFDO GDWD Connection: 5-pin cannon for connection of plug Weight: 15 kg Dimensions: 964 (L) x 341 (H) x 75 (D) L.e.d. diameter: 5 mm Character height: 50 mm Memory capacity: 6k Power consumption: 90 W Power supply type: 220 V/60 Hz or 110 V/60 Hz MTBF average of the LED: 50.
$GGLQJ D 1HZ 'LVSOD\ 8QLW '% 0XOWLFRORXU ,QIRUPDWLRQ 'LVSOD\ The DB320 Multicolour is a single-sided display with 3 lines. Each line has 20 alphanumeric characters, using light emitting diodes. The DB320 Multicolour uses a combination of red, green or amber colours. 7HFKQLFDO GDWD Connection: 5-pin cannon for connection of plug Weight: 15 kg Dimensions: 964 (L) x 341 (H) x 75 (D) L.e.d.
7URXEOH 6KRRWLQJ 7LSV 7URXEOH 6KRRWLQJ 7LSV 9[' 9LUWXDO 'HYLFH 'ULYHU 6HWWLQJV The Call Centre Supervisor uses what is called a ‘virtual device driver’, or ‘VxD’, to control communications between the exchange and the application. This is a Windows specific device and must be used to ensure pre-emptive communications processing even when windows is busy on another activity. The VxD has to be configured to use a communications port. Normally it must be COM1, although COM2 can be used.
7URXEOH 6KRRWLQJ 7LSV 'HIDXOW 3ULQWHU DQG 5HSRUWV Crystal Reports Run Time requires a DEFAULT PRINTER to be configured on the PC. If you attempt to generate a report in the MIS without having a default printer configured this may cause an ’Out of System Resources’ error to occur. To get round this problem make sure that there is a default printer configured in WINDOWS.
7URXEOH 6KRRWLQJ 7LSV 0LVVLQJ $&' 4XHXHV RU $JHQW *URXSV Often, when logging onto the Call Centre Supervisor, a user will not be able to view details for certain ACD Queues or Agent Groups, either in the real time screen or the reports generator. This is a common problem, and is usually caused by the user not having permission to access that group or queue. Whenever a user complains of missing queues or groups, always check permissions for that user first.
7URXEOH 6KRRWLQJ 7LSV 1R 'DWD LQ 5HSRUWV The CCS cannot distinguish between time formats as a.m. and p.m. The CCS does not know the difference between time after midnight and afternoon. If CCS generates Reports for the time 2:00 a.m. and 5:00 a.m. instead of between 14:00 and 17:00, empty Reports may result. Therefore it is strictly recommended to configure the Windows operating system in 24 hours mode.
,QVWDOODWLRQ $SSHQGL[ ,QVWDOODWLRQ $SSHQGL[ &RQQHFWLRQ EHWZHHQ 3& DQG ([FKDQJH Cable connection V.24 port 0 V.24 port V.24 port 2 Use a free V.24 port of CPU-D_ or one of AUX board. CPU-D_ : 3 V.24 ports Note: Configure in the BusinessPhone which V.24 port do you have used.
,QVWDOODWLRQ $SSHQGL[ &RQQHFWLRQ EHWZHHQ 3& DQG 'LVSOD\ 8QLW &20 &20 %XVLQHVV3KRQH H[FKDQJH Cable shipped with Display Unit product. Note: The default port for the connection is COM 2, however, it is possible to configure any available port for the connection of the Display Unit.
,QVWDOODWLRQ $SSHQGL[ 6HWWLQJV ,Q %XVLQHVV3KRQH ([FKDQJH IRU &DOO &HQWUH 6XSHUYLVRU &RP 1R 'HVFULSWLRQ 3DUDPHWHUV 1101 0301 Answering pos.
,QVWDOODWLRQ $SSHQGL[ Connection between the BusinessPhone exchange’s V.24 port (CMU or AUX unit) and PC COM port. Use max. 15 m, then use a line driver.
Communication is our business Ericsson’s 100,000 employees are active in more than 130 countries. Their combined expertise in fixed and mobile phones and infocom systems makes Ericsson a world leading supplier in telecommunications. Subject to alteration without prior notice. This is a part of FAS BS 203 01/CD R3C Ericsson’s Information on demand Database can be addressed at: http//www.ericsson.
