Mitel 6100 Install Guide

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Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Before installing 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Installing the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Installing Windows NT Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Installing Windows 2000 Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Installing Windows 2000 Professional . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Installing 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Installing 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
Upgrading to 6110 CCM version 3.0 . . . . . . . . . . . . . . . . . . . . . . . 24
Backing up your database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
Re-summarizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
After re-summarizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
Automatic Synchronization - Automatic update of the database with 6115 ICC . .25
New security model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25
If you need help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
After installing 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Verifying that your server IP address and IP port number are correct . . . . . . . . . .28
Verifying the configuration of your data collection points . . . . . . . . . . . . . . . . . . . .29
Installing Microsoft Data Access Components MDAC 2.6 . . . . . . . . . . . . . . . . . . .30
Verifying that ACD/Agent Shift and SMDR data is streaming . . . . . . . . . . . . . . . .32
Enabling pop-up alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Re-Initializing the Collector Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Installing Critical Component Pack and Client Component Pack on the server . . .34
Installing ActiveX controls on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Configuring 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Setting up 6110 CCM security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Re-configuring the default password in SQL . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
Specifying wall sign comport settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
Installing AgentAdvisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
Installing CyberTerminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Beginning to use 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Setting up the client computer to use 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . .58
Starting 6110 CCM on the client computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Installing the Critical and Client Component Packs on the client computer . . . . . .59
Installing ActiveX controls on the client computer . . . . . . . . . . . . . . . . . . . . . . . . .61
Configuring Report Distributor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Configuring 6110 CCM from the client computer . . . . . . . . . . . . . . . . . . . . . . . . . .62
Multi-site call centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
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6110 CCM Enterprise Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Setting up Enterprise services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring 6110 CCM Enterprise nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing and configuring CEN software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring CEN with Management Console Node . . . . . . . . . . . . . . . . . . . . . . .
66
67
73
73
PBX hardware requirement for the MiTAI Gateway . . . . . . . . . . . . 75
Installing the MiTAI Gateway for 6115 ICC with an SX-2000 . . . . . 76
Installing the Fiber HCI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Installing MiTAI software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Installing MiTAI with an Application Fiber Controller (AFC) Card (for the SX-2000 PBX) 82
Installing MiTAI with Remote PBX Access (for the 3300 ICP) . . . . . . . . . . . . . . . 84
Programming SX-2000/3300 ICP assignment forms
Connectivity to the 6110 CCM Enterprise server . . . . . . . . . . . . . . 86
Common SX-2000 programming errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SX-2000 connectivity to the 6110 CCM Enterprise server . . . . . . . . . . . . . . . . . .
SX-2000 connectivity to the 6110 CCM Enterprise server with 6115 ICC . . . . . .
3300 ICP connectivity to the 6110 CCM Enterprise server . . . . . . . . . . . . . . . . .
3300 ICP connectivity to the 6110 CCM Enterprise server with 6115 ICC . . . . . .
Setting the MiTAI Node for the 3300 ICP connectivity . . . . . . . . . . . . . . . . . . . . .
Installing a DigiBoard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SX-2000 real-time architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
External and Internal SMDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
86
86
88
89
89
90
91
92
93
Programming dataset connections . . . . . . . . . . . . . . . . . . . . . . . . . 94
Data Circuit Descriptor Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
DNI Circuit Descriptor Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Dataset Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
System Port Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Application Logical Port Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Programming reporting options . . . . . . . . . . . . . . . . . . . . . . . . . . 101
SMDR Options Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Class of Service Options Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Path Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent Group Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Linking LPR1 to the Maintenance port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
101
102
103
104
105
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Programming SX-200 with real-time assignment forms
SX-200 EL/ML LIGHTWARE 17 Release 4.0 and greater . . . . . . 106
Common SX-200 with real-time programming errors . . . . . . . . . . . . . . . . . . . . . .106
SX-200 with real-time connectivity to the 6110 CCM Enterprise server . . . . . . . .107
SX-200 with real-time architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109
Programming dataset connections . . . . . . . . . . . . . . . . . . . . . . . 110
Data Circuit Descriptor Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110
Data Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112
Directed I/O Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Activating ACD Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113
Programming reporting options . . . . . . . . . . . . . . . . . . . . . . . . . . 114
COS Define Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
System Options Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
ACD Path Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
ACD Agent Group Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Trunk Group Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
Programming SX-200 assignment forms
EL/ML LIGHTWARE 17 Release 4.0 and greater . . . . . . . . . . . . . 119
Common SX-200 programming errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
SX-200 connectivity to the 6110 CCM Enterprise server . . . . . . . . . . . . . . . . . . .120
SX-200 architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121
Programming dataset connections . . . . . . . . . . . . . . . . . . . . . . . 123
Data Circuit Descriptor Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Data Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125
Directed I/O Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
Programming reporting options . . . . . . . . . . . . . . . . . . . . . . . . . . 127
COS Define Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
System Options Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128
ACD Path Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128
ACD Agent Group Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
Trunk Group Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130
Activating Agent Shift reporting on the Maintenance port . . . . . . . . . . . . . . . . . .130
Database maintenance and restoration procedures
Implementing NT backup for data file protection . . . . . . . . . . . . 132
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Appendix A
Performing diagnostics with Management Console . . . . . . . . . . 135
Using Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Gaining access to database menu options . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing 6110 CCM Database objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing data alarm and nightly maintenance settings . . . . . . . . . . . . . . . . . . . . .
Editing registry settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Loading the SQL database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
135
139
139
140
140
140
Backing up the YourSite Configuration database . . . . . . . . . . . . 141
Restoring the YourSite Configuration database . . . . . . . . . . . . . . . . . . . . . . . . . 141
Backing up the 6110 CCM Database . . . . . . . . . . . . . . . . . . . . . . . 141
Restoring the 6110 CCM Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Setting up Microsoft Proxy Server 2.0 . . . . . . . . . . . . . . . . . . . . . 142
Appendix B
Modifying the InstallShield 6.0 Setup . . . . . . . . . . . . . . . . . . . . . . 147
Appendix C
The MDR Millennium Telecom Billing System . . . . . . . . . . . . . . . 149
6110-MDR integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
7DEOHVY
7DEOHV
Table 1: 6110 CCM server hardware and software requirements . . . . . . . . . . . . . . . . . . . . 2
Table 2: 6115 ICC server hardware and software requirements . . . . . . . . . . . . . . . . . . . . . 3
Table 3: Enterprise Node hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . 4
Table 4: 6110 ICC, 6115 ICC, and 6150 MCC concurrently . . . . . . . . . . . . . . . . . . . . . . . . 5
Table 5: 6110 CCM, Enterprise Node, 6155 ICC, and 6160 concurrently . . . . . . . . . . . . . . 6
Table 6: YourSite Database programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Table 7: PBX hardware requirements for the MiTAI Gateway . . . . . . . . . . . . . . . . . . . . . 75
Table 8: Cabinet Assignment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Table 9: System Configuration Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Table 10: Class of Service Options Assignment for agent sets . . . . . . . . . . . . . . . . . . . . . 77
Table 11: Class of Service Options Assignment for agents . . . . . . . . . . . . . . . . . . . . . . . . 77
Table 12: IRQ and I/O Base Address Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Table 13: All possible IRQ settings on the AFC card . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Table 14: State of the Communication Processor card . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Table 15: Communications Processor card state command results . . . . . . . . . . . . . . . . . . 81
Table 16: Drivers (.nob files) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Table 17: Dataset Circuit Descriptor Assignment Form headings . . . . . . . . . . . . . . . . . . . 94
Table 18: Dataset Circuit Descriptor Assignment Form settings . . . . . . . . . . . . . . . . . . . . 95
Table 19: DNI Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Table 20: Dataset Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Table 21: System Port Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Table 22: Application Logical Port Assignment Form headings . . . . . . . . . . . . . . . . . . . 100
Table 23: SMDR Options Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Table 24: Class of service Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Table 25: Path Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Table 26: Path Reporting Numbers and the corresponding database entry . . . . . . . . . . . 103
Table 27: Agent Group Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Table 28: Group Reporting Numbers and the corresponding database entry . . . . . . . . . 104
Table 29: Dataset Circuit Descriptor Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Table 30: Dataset Circuit Descriptor Form settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Table 31: Data Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Table 32: Directed I/O Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Table 33: COS Define Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Table 34: System Options Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Table 35: ACD Path Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Table 36: ACD Path Number and the corresponding database entries . . . . . . . . . . . . . . 116
Table 37: ACD Agent Group Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Table 38: Trunk Group Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Table 39: Dataset Circuit Descriptor Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Table 40: Dataset Circuit Descriptor Form settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Table 41: Data Assignment Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Table 42: Directed I/O Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Table 43: COS Define Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Table 44: System Options Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
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Table 45:
Table 46:
Table 47:
Table 48:
Table 49:
ACD Path Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Access Code Number and the corresponding database entries . . . . . . . . . . . . 129
ACD Agent Group Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Trunk Group Form headings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Backup sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
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Figure 1: 6160 CCM setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Figure 2: Formatting your hard disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Figure 3: Formatting your hard disk drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Figure 4: 6110 CCM installation flowchart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Figure 5: Management Console: Enterprise tab . . . . . . . . . . . . . . . . . . . . . . . . . .28
Figure 6: Upgrading SQL scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Figure 7: Network Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Figure 8: Hyperterminal: Path Assignments Form . . . . . . . . . . . . . . . . . . . . . . . .38
Figure 9: Hyperterminal: Show print . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Figure 10: Hyperterminal: Enable print . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Figure 11: Text file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Figure 12: Interpret Mitel Assignment Forms: Agent Groups . . . . . . . . . . . . . . . .42
Figure 13: Interpret Mitel Assignment Forms: Results . . . . . . . . . . . . . . . . . . . . .43
Figure 14: Management Console: Setting the MiTAI Node . . . . . . . . . . . . . . . . .45
Figure 15: Queue window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Figure 16: Queue window: Entering dialable and reporting numbers . . . . . . . . .47
Figure 17: Employee window: Updating real-time clients . . . . . . . . . . . . . . . . . . .48
Figure 18: Management Console: Setting the re-synchronization time . . . . . . . .49
Figure 19: Enterprise setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Figure 20: Call Center Site 1 - Los Angeles . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Figure 21: Management Console: CEN settings . . . . . . . . . . . . . . . . . . . . . . . . .68
Figure 22: Management Console: local node settings for Los Angeles example .69
Figure 23: Management Console: remote node settings (Los Angeles example) 72
Figure 24: Management Console: Boston local node example . . . . . . . . . . . . . .74
Figure 25: Jumper positions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79
Figure 26: Hosts.txt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Figure 27: Testing the MiTAI connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Figure 28: SMDR stream delivered from LPR1 port . . . . . . . . . . . . . . . . . . . . . . .87
Figure 29: SMDR stream delivered from DNIC circuit . . . . . . . . . . . . . . . . . . . . .87
Figure 30: SX-2000 connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Figure 31: 3300 ICP connectivity to 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . .89
Figure 32: 3300 ICP connectivity to 6110 CCM with 6115 ICC . . . . . . . . . . . . . .89
Figure 33: Management Console: Setting the MiTAI Node for 3300 ICP . . . . . . .90
Figure 34: SX-2000 architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92
Figure 35: CyberTerminal window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107
Figure 36: SX-200 with real-time connectivity . . . . . . . . . . . . . . . . . . . . . . . . . .108
Figure 37: SX-200 with real-time architecture . . . . . . . . . . . . . . . . . . . . . . . . . .109
Figure 38: SX-200 connectivity to 6110 CCM . . . . . . . . . . . . . . . . . . . . . . . . . .120
Figure 39: SX-200 architecture when installed on the 6110 CCM server . . . . .121
Figure 40: SX-200 architecture when not installed on the 6110 CCM server . .122
Figure 41: Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Figure 42: Traditional SMDR Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . .149
Figure 43: 6110 CCM and MDRA integration . . . . . . . . . . . . . . . . . . . . . . . . . . .150
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Mitel Networks™ 6110 CCM (Contact Center Management) provides data collection, analysis and
storage, security, forecasting, real-time monitoring, reporting, and wall sign programming for use in call
center management.
Using the MicrosoftŠ Distributed interNet Applications (DNA) Architecture, 6110 CCM passes
information from a client through the Internet/intranet, to a WindowsŠ server through an SQL Server
database, and back again.
Microsoft products support 6110 CCM in the following ways. 6110 CCM uses Microsoft Internet
Information Server (IIS) to provide data to clients over the Internet. IIS is a Web-based server that
allows call center information to be displayed in a Web browser. Using IIS, you can check the status of
company operations and program your call center from anywhere, at anytime. 6110 CCM uses a
Windows server operating and security system for the computer running as the 6110 CCM Enterprise
server, and SQL Server 2000 as the database engine. 6110 CCM uses Excel 97, Excel 2000, or Excel XP
to present and customize historical and forecast report tables and charts.
prairieFyre uses the Microsoft BackOffice Server family of products—notably Windows NT, Windows
2000 Server, or Windows 2000 Professional, SQL Server 2000, and IIS 5.0—to provide 6110 CCM, an
Internet/intranet application that provides access to data on a Web browser.
6110 CCM is designed for the SX-2000, SX-200 with real-time (SX-200 EL/ML LIGHTWARE 17
Release 4.0 and greater), SX-200, and soon to be released SX-2000 MiTAI telephone systems.
6;$&'
The SX-2000 ACD system runs with ACD Telemarketer 2000 (ACD-2) software. It has SMDR and
ACD real-time data streams delivered over RS-232 or TCP/IP.
6;8&'
The SX-2000 UCD system runs without ACD Telemarketer 2000 (ACD-2) software. It has a single
SMDR data stream delivered over RS-232 or TCP/IP. It does not provide agent real-time information.
All data is derived from the SMDR stream.
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The SX-200 post LIGHTWARE 17 Release 4.0 (SX-200 with real-time) system has both SMDR and
ACD real-time data streams delivered over RS-232 or TCP/IP.
6;
The SX-200 system does not have an ACD real-time data stream. It has SMDR and Agent Shift records
delivered over a single data connection, either RS-232 or TCP/IP. It does not provide agent real-time
information. A separate data set provides real-time data using the VT-100 connection to the SX-200
telephone system.
6;0L7$,
The SX-2000 MiTAI is an SX-2000 ACD system. It has a MiTAI AFC sub-system installed on the NT
Server from which 6110 CCM runs.
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The 3300 ICP is newly released. It is a Windows NT based system that provides unified messaging and
Web-based management.
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NOTE: Microsoft Windows 2000 Professional and Microsoft XP are workstation platforms and are not
recommended for contact centers that have the requirements below. Windows 2000 Professional and
Windows XP support SQL Server 2000 Desktop Engine (MSDE), but do not support SQL Server 2000
Standard Edition Software (reference SQL part number 9146-600-412-NA). If you have SQL Server 2000
Standard Edition, then Microsoft Windows 2000 Server is required. For more details, please read
Microsoft SQL (Basic versus Advanced) located on the prairieFyre Web site at http://
www.prairiefyre.com/files/sql.pdf.
•
•
•
•
Contact centers with a multi-site configuration
Contact centers with 5+ supervisors requiring reporting capabilities
Contact centers that plan to store 2+ years of summarized historical data
Contact centers that share enterprise data
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Before you install 6110 CCM, ensure the server meets the minimum hardware and software requirements
listed in the following table. The 6110 CCM server is referred to as the Enterprise server. See 6110
hardware and software requirements located on the prairieFyre Web site at http://www.prairiefyre.com/
files/requirements.pdf.
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Operating system
Windows NT 4.0 server, with Service Pack 5 or greater,
Windows 2000 Server with Service Pack 2, or
Windows 2000 Professional (MSDE support only) with Service Pack 2, or
Windows XP (MSDE support only)
Processor
Pentium II-350 MHz
Memory (RAM)
128 megabytes (MB) RAM
Monitor
SVGA or better, 800 x 600 resolution, video card with 65,000 colors or greater
CD-ROM drive
x 4 or greater
Hard drive
8-gigabyte (GB) hard disk drive or greater (10-GB hard disk drive
recommended)
Communication ports for
ACD and SMDR data
streams
2 dedicated comports (3 if you have a Reader Board) 2 or 4-port PCI Digi
card (or 2 or 4 port USB card)
Network card
Yes
Mouse
Yes
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6110 CCM runs over the Web in Internet Explorer; you install it on your server and it automatically deploys
to all intranet and Internet users.
NOTE: If you intend to use the 6110 CCM Enterprise server as both a server and a client, you require
Excel 97 Office Service Packs 1 and 2, Excel 2000, or Excel XP on the server.
NOTE: Ensure the date and time are correct on the 6110 CCM Enterprise server computer. The calendar
year set on this computer is used in naming raw data files.
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VRIWZDUHUHTXLUHPHQWV
Before you install 6115 ICC, ensure your server meets the hardware and software requirements listed in the
following table. See 6110 hardware and software requirements located on the prairieFyre Web site at
http://www.prairiefyre.com/files/requirements.pdf.
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Operating system
Windows NT 4.0, with Service Pack 5 or greater,
Windows 2000 Server with Service Pack 2, or
Windows 2000 Professional (MSDE support only) with Service Pack 2, or
Windows XP (MSDE support only)
Processor
Pentium II-350 MHz
Motherboard
1 available ISA slot (if you have an SX-2000 system)
Memory (RAM)
128 MB RAM
Monitor
SVGA or better, 800 x 600 resolution, video card with 65,000 colors or
greater
CD-ROM drive
x 4 or greater
Hard drive
8-gigabyte (GB) hard disk drive or greater (10-GB hard disk drive
recommended)
Communication ports for
ACD and SMDR data
streams
2 dedicated comports (3 if you have a Reader Board) 2 or 4-port PCI Digi
card (or 2 or 4 port USB card)
Network card
Yes
Mouse
Yes
Telephone system-specific
requirements
SX-2000: SX-2000/Server Connectivity Kit-100 Sessions,
SX-2000 MiTAI Runtime 7.5.3 or 8.0
3300 ICP: 1 network card and 1 MiTAI runtime 7.5.3 or 8.0
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Before you install the 6110 CCM software, ensure your system meets the hardware and software
requirements listed in the following table.
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Operating system
Windows NT 4.0 Workstation, or
Windows 2000 Server with Service Pack 2, or
Windows 2000 Professional with Service Pack 2, or
Windows XP
Processor
Pentium II - 350 MHz
Memory (RAM)
64 MB RAM for Windows NT 4.0 Workstation OR
128 MB RAM for Windows XP, Windows 2000 Professional
Hard drive
2 GB or greater
Comports
2 dedicated comports
Network card
Yes
Mouse
Yes
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The hardware and software requirements change when you combine 6110 CCM with add-on applications.
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If you installed an AFC card for 6115 ICC on the 6110 CCM Enterprise server, and you intend to collect
SMDR and ACD real-time data over RS-232 ports (as is the case for 1103 and 2103 datasets), you must
install a PCI based Digiboard serial port co-processor.
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If 6110 CCM, and 6115 ICC are working in conjunction with an 3300 ICP, then the MiTAI link, SMDR,
and ACD data collection are provided over a network connection. prairieFyre recommends you have a
dedicated NIC interface between the 3300 ICP and 6110 CCM over a private network connection. This
guarantees network delivery of SMDR, ACD real-time, and MiTAI data without having to traverse the
customer’s corporate network.
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If you are running 6110, 6115, and 6150 concurrently on the same server, prairieFyre recommends you
have the following requirements.
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Server software
Windows 2000 Server, Service Pack 2
Microsoft Exchange 2000
Microsoft Outlook 2000 or greater
Microsoft SQL 2000
6110 CCM
Internet Explorer 6
Processor
Pentium III -800 MHz
Memory (RAM)
512 MB RAM (1 GB recommended)
Monitor
SVGA or better, 800 x 600 resolution, video card with 65,000 colors or
greater
CD-ROM drive
x 4 or greater
Hard drive
20-GB hard disk drive or greater
Communication ports for
ACD and SMDR data
streams
2 dedicated comports (3 if you have a Reader Board) 2 or 4-port PCI Digi
card (or 2 or 4 port USB card)
Network card
Yes
Mouse
Yes
Motherboard
1 available ISA slot on the motherboard ( if you have an SX-2000 system)
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If you are running 6110 CCM, 6115 ICC, and 6160 concurrently on the same server, prairieFyre
recommends you have the following hardware.
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Operating system
Windows NT 4.0, with Service Pack 5, or
Windows 2000 Server with Service Pack 2, or
Windows 2000 Professional (MSDE support only) with Service Pack 2, or
Windows XP (MSDE support only)
Processor
Pentium III -800 MHz
Memory (RAM)
256 MB RAM
Monitor
SVGA or better, 800 x 600 resolution, video card with 65,000 colors or
greater
CD-ROM drive
x 4 or greater
Hard drive
20-GB hard disk drive or greater
Communication ports for
ACD and SMDR data
streams
2 dedicated comports (3 if you have a Reader Board) 2 or 4-port PCI Digi
card (or 2 or 4 port USB card)
Network card
Yes
Mouse
Yes
Motherboard
1 available ISA slot ( if you have an SX-2000 system)
PCI Dialogic card
4 or 12-port
5 vold PCI slots on the motherboard for each PCI Dialogic card
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Before you install 6110 CCM you must perform the following steps:
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SDJH RU³3URJUDPPLQJ6;DVVLJQPHQWIRUPV´RQSDJH ,QVWDOOLQJWKHVHUYHU
You must install Windows NT 4.0 Service Pack 5 with NT Option Pack, Windows 2000 Server with
Service Pack 2, or Windows 2000 Professional (MSDE support only) with Service Pack 2 on your server
prior to installing 6110 CCM and supporting applications. The 6110 CCM Setup automatically installs
Microsoft SQL Server 2000 Desktop Engine (MSDE) and Microsoft Internet Explorer 5.5. You must install
Microsoft SQL Server 2000 Standard Edition following the 6110 CCM installation (if you purchased SQL
Server 2000 Standard Edition).
The following figure illustrates the setup.
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The 6110 CCM setup installs the 6110 CCM User Guide.
To open the guide
• On the 6110 CCM user interface (UI), click Help=>User Guide.
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Before you install Windows NT Server, you must format your hard drive. An example follows using an 8GB hard drive.
To format your hard drive:
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Please refer to the Microsoft Windows NT Installation Guide while performing the Windows NT setup. The
following steps augment the Windows NT Installation Guide by specifying 6110 CCM requirements:
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You must lock the hard drive so that it can be used exclusively for the Windows NT setup.
To lock the hard disk drive:
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WKHV\VWHPIURPWKH&'520\RXPXVWORDGWKH&'520GULYHUV
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You have locked the hard drive for exclusive use for Windows NT setup.
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NOTE: prairieFyre recommends you create NT boot floppy disks and use them to start the Windows NT
server setup. Also, have several pre-formatted blank floppies on hand.
To start the Windows NT server setup from the NT boot floppy disks:
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The system copies files to your hard drive.
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3UHVV(QWHUDIWHU\RXUHDGWKHLQIRUPDWLRQRQWKH:HOFRPHVFUHHQ
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8VLQJWKHXSDUURZVHOHFW$XWR'HWHFWDQGSUHVV(QWHUThe setup lists the hardware it has detected
on your computer. You can change some of the hardware entries. To ensure the setup runs smoothly,
prairieFyre recommends you specify the monitor as Standard VGA. After the setup is complete you can
upgrade your video driver (to match the video card installed) using the CD provided by the video card
manufacturer.
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NOTE: prairieFyre recommends you conduct the hard drive examination. However, you can optionally
press ESC to omit this step.
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You have configured Windows NT Server on a low level.
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The remaining steps are performed in the Windows NT Server Setup. Your computer will automatically
restart several times during the remaining stages of the setup.
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To type user information and specify the server configuration:
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You must indicate whether the server is a Primary Domain Controller (PDC) or a Member Server (StandAlone) in the next step. Do not install a Backup Domain Controller (BDC); installing a BDC slows down
your NT Server operations considerably.
In PDC and Member Server Setups the administrator manually adds users to pre-defined user groups in the
NT security module. (There are no default domain users on the network.) You can then control which users
have access to various 6110 CCM applications.
NOTE: If a trust is established between the 6110 CCM Enterprise server PDC and an existing PDC, users
on the existing PDC will be available to add to user groups in the NT security module.
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To install the network card:
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NOTE:
• If the setup cannot detect your network card, or it detects it incorrectly, click Select and pick the
network card from the list.
• If the card is not listed, click Have Disk, insert the floppy disk that came with your network card,
and then type the location of your NT driver files.
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A Save Network Card message might appear.
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NOTE: 6110 CCM requires a static IP address. If you have a Dynamic Host Configuration Protocol
(DHCP) server, be sure to have your system administrator reserve an IP address.
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• If you select Yes correctly because you have a DHCP server, NT auto loads DHCP settings.
• If you select No erroneously because you have a DHCP server, you will have to enter DHCP server
settings manually.
• If you select Yes erroneously because you do not have a DHCP server, networking will not be
available.
The Default Network Settings screen appears. If you are unsure of what settings to type, please contact your
network administrator.
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•
•
•
If you are running TCP/IP only, type the IP address, Subnet Mask and DNS.
If you are running TCP/IP with Microsoft Proxy Server, only configure the IP address in Subnet
Mask.
If you are running a WINS Server, configure WINS on the WINS tab.
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The setup creates the domain structure.
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To complete the Windows NT Server Setup:
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NOTE: You might have to install Windows NT Service Pack 5 prior to installing 6110 CCM because of
video card requirements. It is sometimes necessary to perform step 3 of “Installing 6110 CCM and
Supporting Applications” prior to changing your display resolution.
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Please refer to the appropriate Microsoft installation guide while performing the server setup. The
following steps augment the Windows installation guide by specifying 6110 CCM requirements:
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On the 6110 CCM Enterprise server computer, format your hard disk drive for the Windows server.
(Partitioning is optional.) An example follows using an 8-GB hard drive.
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To format your hard drive:
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To start the setup:
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,QVHUWWKHVHFRQGGLVNZKHQWKHVHWXSSURPSWV\RXWRGRVRDQGSUHVV(QWHU
5HSHDWVWHSWRWUDQVIHUWKHLQIRUPDWLRQIURPWKHUHPDLQLQJWZRGLVNVWRWKH
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The Windows Licensing Agreement screen appears.
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Windows 2000 Professional and Windows 2000 Server all support large disc drive sizes and both FAT and
NTFS partitions.
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The setup restarts your computer.
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The setup detects and installs devices on your computer.
The Regional Settings screen appears.
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The Personalize Your Software screen appears.
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For the Windows 2000 Server setup only, the Licensing Modes screen appears.
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The Computer Name and Administrator Password screen appears.
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For the Windows 2000 Server setup only, the Windows 2000 Components screen appears.
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The Date and Time Settings screen appears.
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,QVWDOOLQJWKHVHUYHU
Wait while Windows installs networking components.
The Network Settings screen appears.
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The Workgroup or Computer Domain screen appears.
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The Join Computer to Domain screen appears.
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The Performing Final Tasks Screen appears.
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The setup restarts your computer.
The Network Identification Wizard screen appears.
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The Connecting to the Network screen appears.
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The Power Options Properties window appears.
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Please refer to the appropriate Microsoft installation guide while performing the server setup. The
following steps augment the Windows installation guide by specifying 6110 CCM requirements:
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On the 6110 CCM Enterprise server computer, format your hard disk drive for the Windows server.
(Partitioning is optional.) An example follows using an 8-GB hard drive.
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To format your hard drive:
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To start the setup:
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,QVHUWWKHVHFRQGGLVNZKHQWKHVHWXSSURPSWV\RXWRGRVRDQGSUHVV(QWHU
5HSHDWVWHSWRWUDQVIHUWKHLQIRUPDWLRQIURPWKHUHPDLQLQJWZRGLVNVWRWKH
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The Windows Licensing Agreement screen appears.
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5HDGWKHVRIWZDUHOLFHQVHDJUHHPHQWDQGSUHVV)WRDFFHSWWKHDJUHHPHQW
Windows 2000 Professional and Windows 2000 Server all support large disc drive sizes and both FAT and
NTFS partitions.
3UHVV(QWHUWRSURFHHGZLWKWKHLQVWDOODWLRQ
The setup restarts your computer.
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The setup detects and installs devices on your computer.
The Regional Settings screen appears.
&OLFN&XVWRPL]HDQGVHOHFWV\VWHPRUXVHUORFDOHVHWWLQJV
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The Personalize Your Software screen appears.
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For the Windows 2000 Server setup only, the Licensing Modes screen appears.
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The Computer Name and Administrator Password screen appears.
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For the Windows 2000 Server setup only, the Windows 2000 Components screen appears.
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The Date and Time Settings screen appears.
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Wait while Windows installs networking components.
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The Network Settings screen appears.
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The Workgroup or Computer Domain screen appears.
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The Join Computer to Domain screen appears.
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The Performing Final Tasks Screen appears.
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The setup restarts your computer.
The Network Identification Wizard screen appears.
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The Connecting to the Network screen appears.
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The following figure outlines the steps required to install 6110 CCM:
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When you install 6110 CCM, if the setup detects that a supporting application is not installed on your
system, it will install it and restart your computer.
NOTE:
• If you have not done so, enable remote access now. See “Enabling remote access (to avoid RDS
errors):” on page 15.
• If you are performing a first time install, the process should take between 5 and 10 minutes. If you are
performing an upgrade, the process can take up to 1 hour.
• If you have installed Windows 2000 Professional/Server, some of the following components may
already be installed.
To install 6110 CCM and supporting applications on the 6110 CCM server:
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The setup prompts you to install Acrobat Reader v4.05 if it was not previously install.
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The setup prompts you to view the 6110 CCM Installation Guide.
NOTE: If you click Yes that you do want to view the 6110 CCM Installation Guide and click Next, and
then you decide that you do not want to view it, do not click Back and select No. You must reboot and
restart the setup.
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The setup prompts you to install Microsoft Data Access Components (MDAC) 2.6 if you did not previously
install it.
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Your computer quits and restarts.
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The setup prompts you to view the 6110 CCM Installation Guide.
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The setup prompts you to install the 6110 CCM Client Download
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Your computer quits and restarts.
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The setup prompts you to view the 6110 CCM Installation Guide.
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The 6110 CCM server installation begins.
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A caution box will appear if it is determined that the location of the main 6110 CCM application directory
is not large enough to contain the directory.
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The setup prompts you to install the 6110 CCM Documentation.
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NOTE: If you are performing a first time install, the process should take between 5 and 10 minutes. If you
are performing an upgrade, the process can take up to 1 hour.
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The setup starts the Management Console application. You must configure the following settings in
Management Console prior to starting the prairieFyre services:
•
•
•
•
•
•
•
•
•
•
•
•
Sign Comport
HTTP Server
Data Alarms Schedule
Data Alarm Time Out Minutes
Auto Restart Data Ports
Low Disk Space Threshold
Time Maintenance Manager Runs
Stop and Start SQL Server Once During Maintenance
Enable MDR SMDR Buffering
MiTAI Runtime Version
Enable SMDR Trace Reports
Stop and Start IIS Once During Maintenance
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6110 CCM server installation has now finished.
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NOTE: Upgrading from version 2.xx to version 3.xx can take up to one hour.
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Before you upgrade, you must backup your database.
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0DQDJHU?'DWD'LUHFWRU\?1RGHB
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The DataDirectory\Node_1, and other node directories, contain the raw data collected from the telephone
switch. The data is in the form of .txt, .zip, and .sql files. The .sql files are backups of the YourSite
Configuration. You do not have to backup the actual SQL database itself as these .sql files are the source of
the data.
8SJUDGLQJ
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6HH³,QVWDOOLQJ&&0´RQSDJH NOTE: The upgrade can take up to one hour.
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You will need to resummarize the data to create reports with data prior to the upgrade, since the database
has moved.
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After you upgrade from a previous version of 6110 CCM, you must update some of the supporting
applications on client computers. (See “Installing Critical Component Pack and Client Component Pack on
the server” on page 34.)
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Automatic Synchronization is only available if you have Mitel Networks 6115 Interactive Contact Center
(ICC). Automatic Synchronization reads the PBX Agent ID/Names, Agent groups/Names, and Paths/
Names (only if you have DNIS*), then it dynamically updates the YourSite database.
*If you do not have DNIS, you can enter the Path Dialable and Reporting numbers, and then the Paths/
Names will be automatically synchronized.
NOTE: Ensure you have licenses for each employee before you begin. If you have more employees than
you have licenses for, the Automatic Synchronization will not add employees to the database. You will
have to add the employees and then associate them to the agents.
To configure your database you must
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Your database will be updated. See “Automatic Synchronization with 6115 ICC” on page 85 of the Mitel
Networks 6110 Contact Center Management User Guide for more details.
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The security model changed in version 2.8. You will find the new security model more flexible and easier
to maintain than the previous permissions model. Mitel Networks 6110 user accounts and permissions are
now managed as part of security. That means that you cannot create users on the Management Console. You
must now create users on the Web site, under YourSite=>Security. The User Manager and the Permissions
link found on the Web site are no longer offered.
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Every time the new install is run a default user is created. The default gives both prairieFyre staff and the
installer the assurance that there is at least one account with which to access the Web site.
• Username: _Admin
• Password: _Password
• Security Role: Not Restricted, may do anything
NOTE: You must change the account password from the default to a unique password after EACH
installation of Mitel Networks 6110 CCM.
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You create users on the Web site under YourSite=>Security.
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Existing users were copied to the new user structure. The username and password remain the same,
however, any security settings relating to the previous versions have been lost. Every migrated user is now
associated with the default Not Restricted security role.
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These settings have been lost as they are not compatible with the new security model.
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If you have questions concerning setup, configuration, or customization, please refer to the online Help or
the 6110 CCM User Guide. If you require technical support, call us at 613-599-0045, Monday to Friday,
from 8:00 A.M. to 5:00 P.M. Eastern Standard Time, or e-mail us at [email protected] For
proposals, pricing, competitive information, on-site setup, or training please call our sales support group at
770-447-1350, or e-mail them at [email protected].
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Complete the following steps in preparation for using 6110 CCM:
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Before you use 6110 CCM, you must verify that your 6110 CCM Enterprise server IP address and port
number are correct in Management Console. You must then configure 6110 CCM data collection points for
each telephone system in your Enterprise.
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The Enterprise tab displays the 6110 CCM Enterprise server computer IP address and IP port number. This
is the IP address and IP port number over which the server communicates with all clients.
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To change the IP address and IP port number, see “Performing diagnostics with Management Console” on
page 135.
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A node is a data collection point for a single SX-2000 or SX-200 telephone system. Local nodes reside in
call centers that have 6110 CCM Enterprise server software installed. When you install 6110 CCM
Enterprise server software, a local collector is automatically installed on the same computer.
Remote nodes, or 6110 CCM Enterprise Nodes (CENs), reside in call centers within your Enterprise that do
not have 6110 CCM Enterprise server software installed. You manually install remote collector software on
computers running Windows NT with Service Pack 5 or greater, Windows 2000 Server, or Windows 2000
Professional. (See “6110 CCM Enterprise Node” on page 64 for information on configuring remote nodes).
NOTE: Local nodes share the same IP address as the 6110 CCM Enterprise server, but have unique IP port
numbers.
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You must configure the data collection point for each telephone system within your call center. If you have
a second telephone system in your call center, contact prairieFyre for the license number required for 6110
CCM to collect data for this node, and configure the node.
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NOTE: Ensure that this second local IP port number is unique.
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Your computer restarts.
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The Service Pack 2 Not Found screen appears if Service Pack 2 was not previously installed.
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The Connect to Server screen appears.
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If the 6110 CCM Setup detects an existing SQL database you will be asked if it is okay to install or upgrade
SQL scripts. Otherwise, it installs the necessary 6110 CCM scripts automatically.
To install 6110 CCM scripts:
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The setup prompts you to install components the 6110 CCM Enterprise server requires to run under
Windows NT, Windows 2000 Server, or Windows Professional.
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If you are running Windows 2000 Server and did not perform the steps required to enable remote access to
Windows 2000 Server, do so now. (See Enabling remote access to the Windows 2000 server, page 16.)
To upgrade SQL scripts:
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NOTE:
• When you purchase the SQL Server 2000 Standard Edition software, prairieFyre provides it on a
separate installation CD. If you purchased the SQL Server 2000 Standard Edition software, install it
now.
• If you currently have SQL Server 7.0 installed, the setup prompts you to install service packs.
• SQL Server 2000 Standard Edition supports multiple instances on the same computer. However, 6110
CCM runs on the default instance of SQL Server 2000 only.
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Ensure your telephone system is connected to the 6110 CCM Enterprise server as follows:
• SX-2000 = two RS-232 links for SMDR (Comport 1) and ACD (Comport 2) data streams
• SX-200 = one RS-232 link for SMDR and Agent Event streams (Comport 1) and one RS-232 link for an
1103 Dataset (Comport 2)
The cable specifications are as follows:
• From switch to 6110 CCM Enterprise server: GENERIC RS-232; 9M/9F SERIAL STRAIGHT THRU
• From dataset to 6110 CCM Enterprise server: GENERIC RS-232; 9F/25M SERIAL STRAIGHT THRU
To view real-time data collection for all nodes (collection points):
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The prairieFyre Network Monitor (a black figure) appears in the system tray on your desktop. The
prairieFyre Network Monitor communicates with the collector to which you are connected. If the data is
not streaming, an alarm will show.
To view data and system alarms for a node:
• Double-click the 6110 CCM Network Monitor.
The Network Monitor displays the status of all alarms for the node currently selected.
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To view more detailed alarm information:
• Click Data links.
The Data links informs you if/of
• The current time of the Collector Service computer as derived from the telephone system data stream
• The number of error records received by the Collector Service
• The Collector Service is not receiving SMDR or ACD data
• The telephone system is truncating agent IDs and extension numbers that exceed four characters
(must be enabled on the phone switch, see “Common SX-2000 programming errors” on page 87.
Management Console
These two items were on the Network Monitor and are now located on the Management Console.
• The disk space is low on the disk housing the text files
• The time interval during which the system raises data alarms if it detects the Collector Service is not
receiving data
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You can enable pop-up alerts that display system and data alarm information.
To enable pop-up alerts:
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If a system or data alarm occurs, the Network Monitor appears on top of all open applications.
This message informs you that the Collector Service for the node has been disconnected from the telephone
system.
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The ReInitialize Collector command reconnects the ACDLink application to the Collector Service. If you
accidentally disconnect the ACDLink monitor from the Collector Service, or the system detects Collector
Service errors, the 6110 CCM Network Monitor icon turns red and blinks. You can select the Summary of
Alarm Status screen to see a summary of the errors.
To re-initialize the Collector Service:
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The 6110 CCM Network Monitor (a black figure) appears in the system tray on your desktop. It
communicates with the collector to which you are connected.
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If you intend to use the 6110 CCM Enterprise server as both a server and a client, you must install
supporting applications first (the Critical Component Pack), and then optional applications (the Client
Component Pack).
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The 6110 CCM Critical Component Pack consists of the following supporting applications: Microsoft
Visual Basic Version 6 Runtimes, Microsoft MFC 6.2 Version Runtimes, Microsoft MDAC 2.6 Runtimes,
Microsoft Standard OCX and DLL Redistributables, and Third Party Licensed Redistributables required by
6110 CCM/6150 MCC Programs.
To install the Critical Component Pack on the server:
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The 6110 CCM Client Component Pack consists of the following optional applications: AgentAdvisor,
Excel Report Templates, Report Distributor, Network Monitor, AutoUpdate, and Mitel Networks 6150
MCC (Multimedia Contact Center) Outlook Extensions.
NOTE: The Client Component Pack applications all offer configuration options which can be changed at
any time.
To install the Client Component Pack on the 6110 CCM Enterprise server:
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NOTE: All users of 6110 CCM client software must have full permissions to this directory.
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NOTE: When selecting the destination of the Configuration Data Directory, ensure that the space available
is greater than the space required.
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NOTE: AutoUpdate settings will be shared by all users of this machine.
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ActiveX provides you with a security warning when attempting to download files. You then have the choice
of continuing to download the file or aborting the download.
To install ActiveX controls on the server:
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There are now three ways to configure Mitel Networks 6110 CCM: the quick configuration tool (for those
with SX-2000 or the 3300 ICP), the Automatic Synchronization (for those with 6110 CCM version 3.x and
6115 ICC version 3.x), or manual configuration.
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The Quick Configuration Tool works only for the SX-2000 and 3300 ICP.
prairieFyre created the Quick Configuration Tool to help our customers configure Mitel Networks 6110
CCM quickly and accurately.
First, you must convert the Mitel Assignment forms to .txt files. The Agent Group Assignment Form and
the Path Assignment Form are found on the PBX. Then you configure Agents, Agent Groups, and Queues
with the Quick Configuration Tool.
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The COM1 Properties window appears.
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The Connection1 HyperTerminal window appears.
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The SX-2000 terminal session page refreshes.
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NOTE: The lpr3 printer is not the default printer.
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The Capture Text window appears.
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When printing is completed, the Mitel main screen appears.
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NOTE: If you open the .txt file, it will look similar to the file below.
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On the PBX, you now send all valid Agent Group Assignments and Path Assignment to the file. Save the
text file and proceed to Configuring Agents, Agent Groups, and/or Queues.
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The Interpret Mitel Assignment Forms window appears.
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The Interpret Mitel Assignment Forms window reappears.
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Under Results, the information retrieved from the forms is displayed.
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A legend appears that indicates if the data has been successfully added, if it already exists, or if it was not
selected.
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Automatic Synchronization is only available if you have Mitel Networks 6115 Interactive Contact Center.
Automatic Synchronization reads the PBX Agent ID/Names, Agent groups/Names, and Paths/Names (only
if you have DNIS*), then it dynamically updates the YourSite database.
*If you do not have DNIS, you can enter the Path Dialable and Reporting numbers, and then the Paths/
Names will be automatically synchronized.
NOTE: Ensure you have licenses for each employee before you begin. If you have more employees than
you have licenses for, the Automatic Synchronization will not add employees to the database. You will
have to add the employees and then associate them to the agents.
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To configure your database you must
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Your database will be updated.
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Employee IDs/Agent IDs
The Employee name and ID (Identification number) will now be the same as the Agent name and ID.
Reporting numbers/Dialable numbers
Reporting numbers that are known to 6110 CCM will remain unchanged.
Reporting numbers that are unknown to 6110 CCM will appear in the following format: MDialable
Number (M1600). For example, M1600 is the reporting number for the agent group with the dialable
number 1600.
New Queues
As new queues are entered into the switch, MiTAI will automatically update the database to include them.
Changing Device names
You can change the name of any device and Automatic Synchronization will not attempt to overwrite the
name. That means that a single agent might be referred to as Agent1 on the PBX and referred to as Kevin in
6110 CCM.
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The Queue window appears.
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The Add Queue window appears.
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You must update the real-time clients.
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The Time Selection window appears.
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If you have the SX-200 with real-time or the SX-200, you must configure the database manually.
To configure 6110 CCM:
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NOTE: 6110 CCM security is based on database teams and groups. When you configure the YourSite
Database, you must create agent IDs and associate the agents to employees and to agent groups. You must
associate the agent groups to the queues for which they answer calls. You must associate the employees to
employee groups and the queues to queue groups. You must create these associations in the database in
order to view real-time data and report on these devices. If you are reporting on extensions, trunks, DNIS
numbers, and account codes, you must add these devices to the YourSite Database and associate the
extensions to extension groups, trunks to trunk groups, and DNIS numbers to DNIS groups.
For example, suppose your 6110 CCM Enterprise server has an SX-200 system installed. It has eight
agents, three agent groups, and three queues. The PBX was programmed to include Agent IDs 100 to 103,
and 200 to 207, Agent Group IDs 1 to 3, and Queue/Path IDs P500, P600, and P700.
Agents 100 to 103 answer calls for only one queue: English (P500). These agents belong to Agent Group 1.
Agents 200, 202, 204, and 206 belong to Agent Group 2, and Agents 201, 203, 205, and 207 belong to
Agent Group 3. The remaining agents answer calls for two queues: French (P600) and Spanish (P700).
Each of these agents has two agent IDs (reporting numbers). The first agent uses Agent Reporting Number
200 to log into P600 and 201 to log into P700. The second agent uses Agent Reporting Number 202 to log
into P600 and 203 to log into P700, and so on.
You must program the YourSite Database to mirror the programming of the PBX. In addition, you must
assign each agent a single employee number, and associate the call centre queues to queue groups,
employees to employee groups, and queues to agent groups.
NOTE: For reporting purposes, the trunk, extension, agent, agent group, queue, dialable, and account code
numbers you program in the 6110 CCM YourSite Database must be identical to those of the telephone
system. Where people get confused is in the programming of queue numbers. The telephone system path
reporting number is referred to as the queue number in the YourSite Database. When you program the
telephone system with a path reporting number such as 6, you must enter this number in the YourSite
Database as queue number P006.
NOTE: An employee is a physical person being tracked in your call center. Employees can have multiple
agent IDs. The number of employees you program in the YourSite Database must be consistent with your
software license. If you have more employees programmed than your license permits, “[License Is In
Violation of Max Agents Allowed]” will appear in place of your company name on the 6110 CCM user
interface (UI) and on any reports you generate.
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The following table outlines the YourSite Database programming required
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8 Agents
Agent IDs
Employee
Numbers
1. Carol
100
100
1
3
P500
1
2. Sherry
101
101
1
3
P500
1
3. Jeff
102
102
1
3
P500
1
4. Brian
103
103
1
3
P500
1
5. Debbie
200
200
2
4
P600
1
“
201
200
3
4
P700
1
202
201
2
4
P600
1
“
203
201
3
4
P700
1
7. Sue
204
202
2
4
P600
1
“
205
202
3
4
P700
1
8. Jim
206
203
2
4
P600
1
“
207
203
3
4
P700
1
6. Carl
Agent
Groups
Employee
Groups
Queues
Queue
Groups
If you want to run reports on extensions, trunks, or DNIS numbers, you must add them to the database and
associate the extensions to extension groups, trunks to trunk groups, and DNIS numbers to DNIS groups.
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Before you program devices and device groups in the YourSite Database you must consider your needs.
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• Will you need to report on all devices and device groups, or only on agents, agent groups, queues,
and queue groups? You must configure the devices you will use for reporting in the YourSite
Database and associate them to groups.
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• SuperAdvisor and AgentAdvisor display statistics on agents, agent groups, queues, queue groups,
employees, and employee groups. You must configure these devices in the YourSite Database and
associate them to groups in order to view data on them in real-time.
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• Agents log on to the chat module using employee IDs: you must configure employee IDs in the
YourSite Database and associate them to employee groups in order to chat online.
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• Maldad.G worm, aka Zacker
• ClickTillUWin, aka Dlder
Antivirus software vendors are now including detection and removal code for both the new
Zacker worm and the new Trojan horse.
http://www.secadministrator.com/articles/index.cfm?articleid=23667
•
W32/Vote
http://63.88.172.96/panda/index.cfm?fuseaction=virus&virusid=1111
•
W32.Nimda.A@mm
http://www.symantec.com/avcenter/venc/data/[email protected]
•
CodeRed II
http://www.sarc.com/avcenter/venc/data/codered.ii.html
•
CodeRed Worm
http://www.sarc.com/avcenter/venc/data/codered.worm.html
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• apply all Microsoft Critical Update packs on the 6110 CCM server. To determine if you have the latest
packs, go to http://corporate.windowsupdate.microsoft.com
• subscribe to the MS Security Mailing List found at http://microsoft.com/technet/treeview/
default.asp?url=/technet/security/bulletin/notify.asp
• check how up-to-date your system is with Microsoft Personal Security Advisor (MPSA): (Only for
Windows NT Workstation and Windows 2000 Professional) found at http://microsoft.com/technet/
mpsa/start.asp
• check the update status on the Windows NT Server and Windows 2000 with the Hfnetchk.exe tool
available at http://microsoft.com/technet/mpsa/start.asp
• install Windows updates at http://windowsupdate.microsoft.com/
• view Microsoft’s list of best practices at http://microsoft.com/technet/treeview/default.asp?url=/technet/
security/bestprac/bestprac.asp
• use virus scanning software that has been built-in virus definition update capabilities found at http://
www.symantec.com, http://www.mcafee.com
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After you install 6110 CCM, you must grant users access to the 6110 CCM Web site. When users browse to
the 6110 CCM Enterprise server to start 6110 CCM, security requires they provide a valid user name and
password. 6110 CCM security challenges users a second time if they attempt to run an application to which
they are not permitted access.
Starting with version 2.8, Mitel Networks 6110 CCM has new security features. The security can now be as
basic or as flexible (advanced) as you need it.
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With security roles, you can define what you want users to have access to. By default the security role is
Not Restricted (to the Web site). However, when you have the Not Restricted Security Role you have the
option of creating a more customized security role and then assign users to it.
NOTE: Every time the new install is run a default user is created. The default gives both prairieFyre staff
and the installer the assurance that there is at least one account with which to access the Web site.
• Username: _Admin
• Password: _Password
• Security Role: Not Restricted, may do anything
You must change the account password from the default to a unique password after EACH installation of
Mitel Networks 6110 CCM.
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There are two levels of Security Role. A Basic Security Role restricts user access to specific applications.
An Advanced Security Role restricts user access to customized lists of devices (for example, extensions)
and customized list of reports.
NOTE: See the Mitel Networks 6110 CCM User Guide for information on the advanced Security Role.
By default the security role is Not Restricted (to the Web site). If you want some users to have access to the
Web site, but do not want them to have access to everything (for example, you do not want them to
administer security) then you must create a Security Role with that characteristic.
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NOTE: For you to assign security roles, you must have a security role that does not restrict you from
administering security.
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When you create new Security Roles, they will be listed here. With Security Roles, you can customize what
the user has access to on the Web site.
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The Associated Employee list will include all configured 6110 CCM employees. You must associate the
user with the employee if that employee is an agent who answers the telephones. If the employee is not an
agent who answers the telephone, then select No associated employee.
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You can optionally reconfigure the default password for the administrator account to prevent unauthorized
users from gaining access.
You must log on to the SQL Server to gain access to all database menu options.
To log on
• Click Database=>Load SQL Databases.
The first time you log on to the SQL Server, you use the following credentials:
Username: sa
Password:
If you have SQL Server installed, to change the administrator password:
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If you have SQL Server or MSDE installed, to change the administrator password:
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To specify comport settings for wall signs connected to the 6110 CCM Enterprise server:
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AgentAdvisor is a stand-alone application designed for the SX-2000 and SX-200 with real-time telephone
systems. AgentAdvisor is not displayed in a Web browser. It is one of the optional applications available on
the Client Component Pack.
On agent computers that have Internet Explorer 5.5 installed, to install AgentAdvisor:
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AgentAdvisor is now loaded on your system.
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On agent computers that have a browser other than Internet Explorer 5.5 installed, to install
AgentAdvisor:
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AgentAdvisor is now loaded on your system.
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On agent computers that do not have a browser installed, to install AgentAdvisor:
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AgentAdvisor is now loaded on your system.
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If you have an SX-200 telephone system, you can install the CyberTerminal application on an unlimited
number of client computers.
To install CyberTerminal:
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Complete the following steps to begin using 6110 CCM:
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,QVWDOO&ULWLFDO&RPSRQHQW3DFNDQG&OLHQW&RPSRQHQW3DFNRQWKHFOLHQWFRPSXWHU
,QVWDOO$FWLYH;FRQWUROVRQWKHFOLHQWFRPSXWHU
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NOTE: The date format for 6110 CCM is tied to the regional settings on your client computer. For
example, if you configure your computer to display the date as mm/dd/yyyy, when you browse to the 6110
CCM Web UI, the 6110 CCM applications and any reports you generate display the date as mm/dd/yyyy.
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The system administrator must provide all 6110 CCM users with a user name and password.
To gain access to 6110 CCM applications from a client computer:
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•
•
•
Write to the registry=>hkey=>local=>machine=>software=>prairieFyre
Install applications on your c:winnt\system32 or c:windows\system directory
Install executable applications under Start=>Program Files=>Mitel Networks=>6110 CCM
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This enables your computer to automatically detect all of your local area network settings.
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To start 6110 CCM on the client computer:
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RIIDYRULWHDGGUHVVHVDQGFOLFN2.
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When you add 6110 CCM to your list of favorites, you can run multiple instances of 6110 CCM
simultaneously. For example, you can perform multiple searches for event records or have two 6110 CCM
applications open simultaneously.
You access the first instance of 6110 CCM by clicking the 6110 CCM desktop icon (on the Server
computer) or by starting Windows Explorer and typing in the 6110 CCM Enterprise server address (on a
client computer).
You access the second (and subsequent) copies of 6110 CCM by clicking the Internet Explorer icon on the
Windows Taskbar and selecting 6110 CCM from your list of favorites. Alternatively, you can set your home
page to the 6110 CCM application (your 6110 CCM Enterprise server IP address) and run multiple
instances of 6110 CCM simultaneously.
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When installing supporting applications on the client computer, you must install both the Critical
Component Pack and the Client Component Pack. You must install the Critical Component Pack before
you install the Client Component Pack.
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The 6110 CCM Critical Component Pack consists of the following supporting applications: Microsoft
Visual Basic Version 6 Runtimes, Microsoft MFC 6.2 Version Runtimes, Microsoft MDAC 2.6 Runtimes,
Microsoft Standard OCX and DLL Redistributables, and Third Party Licensed Redistributables required by
6110 CCM/6150 MCC Programs.
To install the Critical Component Pack on the client computer:
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The 6110 CCM Client Component Pack consists of the following optional applications: AgentAdvisor,
Excel Report Templates, Report Distributor, Network Monitor, AutoUpdate, and 6150 MCC Outlook
Extensions.
NOTE: All of the client components are optional. They all offer configuration options which can be
changed at any time.
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To install the Client Component Pack on the client computer:
2QWKHFOLHQWFRPSXWHUVWDUW,QWHUQHW([SORUHULQWKHEURZVHU
7\SHLQ\RXU&&0(QWHUSULVHVHUYHU,3DGGUHVVKWWS>\RXU&&0(QWHUSULVH
VHUYHUDGGUHVV@&&0$OWHUQDWLYHO\GRXEOHFOLFNWKH&&0GHVNWRSLFRQ
&OLFN+HOS !&OLHQW'RZQORDG
&OLFN&OLHQW&RPSRQHQW3DFNWRLQVWDOOWKHFOLHQWDSSOLFDWLRQV
&OLFN1H[WDIWHU\RXUHDGWKH:HOFRPHVFUHHQ
&OLFN<HVLI\RXKDYHKLJKOHYHODFFHVVULJKWV
&OLFN1H[WDIWHU\RXUHDGWKH:HOFRPHVFUHHQ
&OLFN<HVWRDFFHSWWKHOLFHQVHDJUHHPHQW
&OLFN1H[WDIWHU\RXUHDGWKHLQIRUPDWLRQSUHVHQWHG
&OLFN1H[WWRVHOHFWWKHGHIDXOWGHVWLQDWLRQRIWKH&OLHQW&RPSRQHQW3DFN
$OWHUQDWLYHO\FOLFN%URZVHWRVHOHFWDQDOWHUQDWLYHGHVWLQDWLRQRIWKH&OLHQW
&RPSRQHQW3DFNDQGWKHQFOLFN1H[W
NOTE: All users of 6110 CCM client software must have full permissions to this directory.
&OLFN1H[WWRVHOHFWWKHGHIDXOWGHVWLQDWLRQRIWKH&RQILJXUDWLRQ'DWD'LUHFWRU\
$OWHUQDWLYHO\FOLFN%URZVHWRVHOHFWDQDOWHUQDWLYHGHVWLQDWLRQRIWKH&RQILJXUDWLRQ
'DWD'LUHFWRU\DQGWKHQFOLFN1H[W
NOTE: When selecting the destination of the Configuration Data Directory, ensure that the space available
is greater than the space required.
6HOHFWWKHFRPSRQHQWV\RXZDQWWRLQVWDOODQGFOHDUWKHFRPSRQHQWV\RXGRQRWZDQW
WRLQVWDOODQGWKHQFOLFN1H[W
7\SHWKH,3$GGUHVVRIWKH&&0VHUYHUZKLFKWKHVHFOLHQWDSSOLFDWLRQVZLOOEH
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7\SHWKH,3$GGUHVVWKH,33RUWDQGWKH(PSOR\HHIRU<RXU$JHQW$GYLVRU
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&OLFN(QJOLVKRU)UHQFKIRU<RXU$JHQW$GYLVRUDQGWKHQFOLFN1H[W
&RQILJXUHWKH5HSRUW'LVWULEXWRU60730DLO6HWWLQJVDQGWKHQFOLFN1H[W
&OLFN(QJOLVKRU)UHQFKIRUWKH5HSRUW'LVWULEXWRUDQGWKHQFOLFN1H[W
7\SHWKHQDPHRIWKH&RQILJXUH5HSRUW'LVWULEXWRU'HIDXOW6LWHDQGWKHQFOLFN1H[W
7\SHWKH,3$GGUHVVWKH8VHUQDPHDQGWKH3DVVZRUGIRUWKH&RQILJXUH5HSRUW
'LVWULEXWRU'HIDXOW6LWHDQGWKHQFOLFN1H[W
&OLFN<HVRU1RWKH:HEVHUYHUDVVRFLDWHGZLWKWKLVVLWHXVHV6HFXUH6RFNHWV/D\HU
66/
7\SHWKH1DPH,3$GGUHVVDQGWKH,33RUWIRUWKH1HWZRUN0RQLWRU&RQILJXUDWLRQ
DQGWKHQFOLFN1H[W
&OLFN(QJOLVKRU)UHQFKIRUWKH1HWZRUN0RQLWRUDQGWKHQFOLFN1H[W
NOTE: AutoUpdate settings will be shared by all users of this machine.
7\SHWKH3UR[\IRUWKH$XWR8SGDWHVHWWLQJVDQGWKHQFOLFN1H[W
7\SH<HVRU1RWKH:HEVHUYHURQWKH&&0VHUYHUXVHV6HFXUH6RFNHWV/D\HU
66/DQGWKHQFOLFN1H[W
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The next time you start Report Distributor or Network Monitor your system will check the registry to verify
you have the most up-to-date software version. If you do not have the most up-to-date software version,
6110 CCM will prompt you to download it.
NOTE: We strongly recommend you quit all open applications before you install Report Distributor or
Network Monitor. Ensure you type the correct 6110 CCM Server IP address during the update process.
,QVWDOOLQJ$FWLYH;FRQWUROVRQWKHFOLHQWFRPSXWHU
ActiveX provides you with a security warning when attempting to download files. You then have the choice
of continuing to download the file or aborting the download.
To install ActiveX controls on the client computer:
2QWKH&&08,FOLFNHDFK&&0DSSOLFDWLRQWRLQVWDOOLW
&RQILJXULQJ5HSRUW'LVWULEXWRU
The Report Distributor application prints and e-mails your reports and displays the status of your printing
and mailing jobs. It runs in the system tray on your computer and must be running at all times in order to
print and e-mail reports automatically.
The Report Distributor runs under the identity of the logged on user and prints to the default printer as
defined by the logged on user. A user who logs on but does not have a default printer setup, or does not
have adequate permissions to use the default printer, causes the Report Distributor to fail each print job that
it attempts to action. Users must have a mail client installed in order for the Report Distributor to e-mail
reports.
In order to e-mail reports to other users your network requires a properly configured MAPI mail client.
To automate the printing of reports and e-mails (if you have not already configured Report
Distributor on your client computer):
2Q\RXUV\VWHPWUD\ULJKWFOLFNWKH5HSRUW'LVWULEXWRULFRQDQGVHOHFW5HVWRUH
,IWKH5HSRUW'LVWULEXWRULFRQLVQRWGLVSOD\HGRQWKHV\VWHPWUD\FOLFN6WDUW !0LWHO
1HWZRUNV !&&05HSRUW'LVWULEXWRUWRVWDUWWKH5HSRUW'LVWULEXWRU
&OLFN2SWLRQV
5LJKWFOLFN&&06LWHVDQGFOLFN$GG
7\SHDGHVFULSWLYHQDPHW\SHDYDOLG&&085/DQGSUHVV(QWHU
2SWLRQDOO\UHSHDWVWHSVDQGWRDGGDVHFRQG85/
&OLFN6HW'HIDXOWWRVSHFLI\WKHGHIDXOWVHUYHUDGGUHVVDQGFOLFN2.
0LWHO1HWZRUNV&&0,QVWDOODWLRQ*XLGH
&RQILJXULQJ&&0IURPWKHFOLHQWFRPSXWHU
To configure 6110 CCM:
,I\RXKDYHQRWDOUHDG\FRQILJXUHGWKH<RXU6LWH&RQILJXUDWLRQ'DWDEDVHWRUHIOHFW\RXU
WHOHSKRQHV\VWHPSURJUDPPLQJDQG&&0OLFHQVLQJSDUDPHWHUVGRVRQRZ6HH
³&RQILJXULQJ&&0´RQSDJH ,I\RXKDYHDQ6;RU6;ZLWKUHDOWLPHWHOHSKRQHV\VWHPVWDUWWKH
6XSHU$GYLVRUDSSOLFDWLRQDQGPRQLWRUFDOOFHQWHUDFWLYLWLHVLQUHDOWLPH
6WDUWWKH5HSRUWHUDSSOLFDWLRQDQGJHQHUDWHUHSRUWVRQFDOOFHQWHUDFWLYLWLHV
NOTE: During the nightly maintenance routine, the telephone system raw data for the entire day is resummarized from the local hard drive into the SQL database. In the event the SQL database is stopped and
restarted during the day, re-summarizing the data ensures the SQL database has the entire set of raw data
files.
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7HVWLQJ&&0
You can demonstrate the complete functionality of 6110 CCM using a simulation mode. To run the
simulation, you must perform a complete installation of the 6110 CCM production version software
(preferably your FREE in house demonstration software).
With a typical installation, prairieFyre automatically provides a sample database, PBX simulation data files,
and a SuperAdvisor real-time profile.
To locate these files
• Click <drive:>\program files\prairiefyre software\CyberACD\acd manager\demo.
&UHDWHWKH&&0'DWDEDVH
To restore the demo database:
&OLFN6WDUW !3URJUDPV !0LWHO1HWZRUNV !SUDLULH)\UH0DQDJHPHQW&RQVROH
&OLFN'DWDEDVH !5HVWRUH'DWDEDVHDQGQDYLJDWHWKURXJKWKHUHVWRUHZL]DUG(QVXUH
\RXVHOHFWWKHGLUHFWRU\ZKHUHWKHGHPRGDWDEDVHILOHVUHVLGHGULYH!?SURJUDP
ILOHV?SUDLULHI\UHVRIWZDUH?&\EHU$&'?DFGPDQDJHU?GHPR?GHPRGE
&OLFN)LQLVK
Before you generate example reports, you must summarize the demo data into the recently restored database.
To summarize the data:
6WDUW0DQDJHPHQW&RQVROHDQGFOLFN'DWDEDVH !6XPPDUL]H'DWD
6HOHFW0DUFKDQGFOLFN6XPPDUL]H
%HJLQQLQJWRXVH&&0
To run 6110 CCM in simulation mode:
,Q0DQDJHPHQW&RQVROHFRQILJXUHWKHFRPSRUWVWR³UHDGIURPDILOH´DQGVHOHFWWKH
$W[WDQG6W[WILOHVLQFOXGHGLQWKH'HPR'DWDIROGHU
&OLFN)LOH !/RFDO1RGH6LPXODWLRQ6HWWLQJV
,QWKH/RFDO1RGH6LPXODWLRQ6HWWLQJVGLDORJER[VHOHFWWKHIROORZLQJVHWWLQJV
• The Run in simulation mode check box enables the 6110 CCM simulation mode.
• The Enable 6110 CCM InterActive simulation mode check box allows you demonstrate the 6115 ICC
functionality without a MiTAI link to the PBX.
The next two settings specify the intervals during the day for which you read data.
•
The Run fast from midnight until this time option skips through the file, starting at midnight and
ending at the time call center activity begins. In this case, select 8 A.M.
• The Run fast from this time to midnight option specifies the point in time you would like to stop
reading data (because call center activity has stopped) and fast forward to midnight. In this case, select 5
P.M.
$GGLWLRQDOVLPXODWLRQRSWLRQV
The Run simulator for this many days option replays the same SMDR and ACD files repeatedly for x
number of days. It dynamically changes the date in the SMDR and ACD files displayed in the real-time and
report applications.
The Run simulator at this time multiplier option varies the speed at which the ACD and SMDR files are
read. For example, if you choose 10, the simulator will run through 10 seconds of the ACD and SMDR files
for each second of time that elapses.
To stop or start the real-time simulation
• Navigate to the Services window, and stop and start the prairieFyre Collector Service.
To log on to 6110 CCM
• Type demo for the username and demo for the password.
0LWHO1HWZRUNV&&0,QVWDOODWLRQ*XLGH
&&0(QWHUSULVH1RGH
6110 CCM Enterprise Node (CEN) is an add-on application that provides multi-site call center capabilities
for a single-server configuration. CEN provides centralized reporting for geographically dispersed call
centers.
A node is a data collection point for a single SX-2000 or SX-200 telephone system. Local nodes reside in
call centers that have 6110 CCM Enterprise server software installed. When you install 6110 CCM
Enterprise server software, a local collector is automatically installed on the same computer.
Remote nodes, or CENs, reside in call centers within your Enterprise that do not have 6110 CCM
Enterprise server software installed. You manually install remote collector software on computers running
NT Workstation or Windows 2000 Professional.
CEN provides the following functions:
• Collects ACD and SMDR data from SX-2000 and SX-200 telephone systems
• Files ACD and SMDR data to the hard drive on the local computer
• Streams real-time ACD and SMDR data to the 6110 CCM Enterprise server for Enterprise-wide, realtime statistics
• Automatically synchronizes and stores all call center statistics at the 6110 CCM Enterprise server for
accurate multi-site historical reporting
• Provides PBX-neutral data collection so you can produce reports on call centers with different Mitel
telephone systems
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Consider the Enterprise setup illustrated in the following figure.
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This Enterprise example consists of two call centers and three telephone systems. The 6110 CCM Enterprise
server resides at Site 1 in Los Angeles. Two local nodes provide data collection for the two telephone systems
at the Los Angeles site. The 6110 CCM Enterprise server and the local nodes reside on the same computer. The
third telephone system resides at Site 2 in Boston. The Boston node runs CEN software and NT Workstation or
Windows 2000 Professional. It collects and stores data locally on the Boston system.
The 6110 CCM Enterprise server in Los Angeles collects real-time data from the Boston node and files it to the
SQL database and local hard drive. This enables call center managers in Los Angeles to monitor real-time
activities and run reports on the site in Boston. During the nightly maintenance routine, the 6110 CCM
Enterprise server synchronizes its data with the Boston database to ensure it has all of the data generated at the
remote node for the day.
In order to monitor call center activities and run reports, the supervisors at the Boston site must browse to the
6110 CCM Enterprise server IP address in Internet Explorer 5.5. If the Wide Area Network (WAN) link
between Los Angeles and Boston goes down, the supervisors in Boston cannot view real-time data on their site
until the WAN connection is restored.
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6HWWLQJXS(QWHUSULVHVHUYLFHV
The following figure illustrates the local and remote collector services.
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At the Los Angeles site, the manager logs on to the 6110 CCM site and starts the Management Console
application. The manager selects the Enterprise tab and configures the IP addresses and IP port numbers for
the two local nodes (IP Address: 10.1.1.1, IP Port: 5400, and IP Address: 10.1.1.1, IP Port: 5401) and for
the remote node (IP Address: 239.1.1.2, IP Port: 5402) in the Enterprise. At the Boston site, the manager
logs on to the 6110 CCM Enterprise server and starts the Management Console application. The manager
selects the Nodes tab and configures the IP address and IP port number (IP Address: 239.1.1.2, IP Port:
5402) for the Boston node. Both sites must type the same values in order for data transfer to occur.
&RQILJXULQJ&&0(QWHUSULVHQRGHV
You configure collection points (nodes) in the Management Console application. There are two versions of
Management Console software: Management Console Enterprise and Management Console Node. Call
Centers that have 6110 CCM Enterprise server software installed use Management Console Enterprise.
Remote call centers that have remote collector software installed (on a computer running NT Workstation
or Windows 2000 Professional) use Management Console Node.
In a call center that has 6110 CCM Enterprise server software installed, you start the Management Console
application on the 6110 CCM Enterprise server only.
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$QJHOHVLQWKLVH[DPSOH
To configure the two local Enterprise nodes on the 6110 CCM Enterprise server computer:
/RJRQWRWKH:LQGRZVVHUYHUZLWKDQDFFRXQWWKDWKDVDGPLQLVWUDWLYHSULYLOHJHV
&OLFN6WDUW !3URJUDPV !0LWHO1HWZRUNV !SUDLULH)\UH0DQDJHPHQW&RQVROH
WRVWDUWWKH0DQDJHPHQW&RQVROH(QWHUSULVHDSSOLFDWLRQ
&OLFNWKH(QWHUSULVHWDE
,QWKHOHIWSDQHFOLFN(QWHUSULVH
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You use the Enterprise tab to configure your nodes for multi-site monitoring and reporting. It is illustrated
in the following figure.
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The IP Address box specifies the IP address for the 6110 CCM Enterprise server Web application.
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The IP Port box specifies the port number over which the 6110 CCM Enterprise server communicates all
with real-time clients.
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The following figure depicting Los Angeles Local Node 1 settings appears.
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The IP Address box specifies the IP address of the local computer where data collection occurs.
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The IP Port box specifies the port number over which the 6110 CCM Enterprise server service
communicates with local data collection mechanisms. For remote nodes, both parties must use type the
same port number in order for communication to be successful.
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The Switch Type setting specifies the type of telephone system used at the node.
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The Operates 24 hours a day option ensures proper reporting for call centers that operate over the midnight
hour.
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The Credit Non Answered Outbound Calls option includes non-answered outbound calls in the data
collected for reporting.
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You must specify the comports for the SX-2000, SX-200 with real-time, and SX-200.
You must specify the TCP-IP for the 3300 ICP.
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The SMDR Comport/TCP-IP setting specifies the SMDR comport setting for the local telephone system.
The ACD Comport/TCP-IP setting specifies the ACD comport setting for the local telephone system.
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9HULI\WKH,3DGGUHVVQXPEHUWKH&&0(QWHUSULVHVHUYHU,3DGGUHVV
7\SHDXQLTXH,3SRUWQXPEHULQWKLVFDVHRYHUZKLFKWKHFROOHFWRUZLOOWDONWR
WKH&&0(QWHUSULVHVHUYHUVHUYLFH
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DQG$&'FRPFRPSRUWVHWWLQJV
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7KH,&3E\GHIDXOWKDVWKHRSHQ60'57&3,3SRUWRIDQGWKH$&'7&3,3SRUWRI
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7\SHDQ,3SRUWQXPEHU
NOTE: Ensure the second local IP port number is unique.
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6SHFLI\60'5FRPDQG$&'FRPFRPSRUWVHWWLQJV
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7KH,&3E\GHIDXOWKDVWKHRSHQ60'57&3,3SRUWRIDQGWKH$&'7&3,3SRUWRI
&OLFN6DYH&KDQJHV
To configure the remote Boston node on the 6110 CCM Enterprise server computer:
5LJKWFOLFN5HPRWH1RGHVDQGFOLFN$GG5HPRWH
)RUUHPRWH1RGHW\SHDQDPH5HPRWH1RGH
7\SHDQ,3DGGUHVVQXPEHU
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7\SHDQ,3SRUWQXPEHU
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The configuration for the Los Angeles remote node should resemble the following figure.
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In multi-site call centers that use 6110 CCM, it is necessary to install 6110 CCM Enterprise Node (CEN)
software at all remote sites. CEN enables supervisors at remote sites to monitor call center activities in realtime and run reports on their sites without having to install 6110 CCM Enterprise server at the remote site.
To install CEN at a remote site:
6WDUW,QWHUQHW([SORUHUDQGEURZVHWRWKH&&0(QWHUSULVHVHUYHUE\W\SLQJ
KWWS>\RXU&&0(QWHUSULVHVHUYHU,3DGGUHVV@&&0
2EWDLQDXVHU¶VDFFRXQWIURP\RXUV\VWHPDGPLQLVWUDWRUDQGORJRQWRWKH&&0
(QWHUSULVHVHUYHU
The 6110 CCM Enterprise Web application appears.
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&OLFN&&0&OLHQW'RZQORDGWRLQVWDOOWKH&&0FOLHQWVRIWZDUH
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&RQILJXULQJ&(1ZLWK0DQDJHPHQW&RQVROH1RGH
To configure the Boston node:
&OLFN6WDUW !3URJUDPV !0LWHO1HWZRUNV !0DQDJHPHQW&RQVROH
&OLFNWKH1RGHVWDEDQGH[SDQGWKH1RGHVWUHH
5LJKWFOLFN/RFDO1RGHVDQGFOLFN$GG
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7\SHDQ,3DGGUHVVQXPEHU
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6SHFLI\60'5FRPDQG$&'FRPFRPSRUWVHWWLQJV
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The configuration for the Boston local node should resemble the following figure.
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3%;KDUGZDUHUHTXLUHPHQWIRUWKH0L7$,*DWHZD\
3%;KDUGZDUHUHTXLUHPHQWIRUWKH0L7$,
*DWHZD\
The following table lists the PBX hardware and software components required for a fiber
connection.
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&RPSRQHQW
5HTXLUHPHQW
PBX
SX-2000 PBX
3300 ICP
MiTAI/HCI - Basic Telephony
Feature package software option
Yes
Yes
MiTAI/HCI - Advanced Telephony
Feature package software option
Yes
Yes
Fiber Interface Module
one for each 6110 CCM
platform-to-PBX MiTAI/HCI
link
installed in a DSU slot
Nil
Mitel Applications Capacity Level
(MiTAI/HCI Traffic) option
Yes
Yes
Applications Fiber controller
one for each 6110 CCM
platform-to-SX-2000
entered as a MITEL
Communications Processor
card installed in a DSU slot
N/A
Fiber Interface Module
one for fiber connection
N/A
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ZLWKDQ6;
The installation consists of two parts: installing the Fiber HCI Link and installing MiTAI software. The
fiber link is installed for the SX-2000 only. The 3300 ICP does not need the fiber link.
Steps for installing the Fiber HCI Link:
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3URJUDPWKH,QWHUUXSW5HTXHVW/HYHO,2%DVH$GGUHVVDQGWKH&ORFN7HUPLQDWLRQ
,QVWDOOWKHSK\VLFDOILEHUOLQNIURPWKH&&0SODWIRUPWRWKH6;
&KHFNWKH0L7$,+&,LQVWDOODWLRQDQGSURJUDPPLQJ
Installing MiTAI
You can either:
• Install MiTAI with remote PBX access (for the 3300 ICP).
• Install MiTAI with an AFC Card (for the SX-2000 PBX).
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This section describes the SX-2000 data features and the commissioning you must perform for the Fiber
MiTAI/HCI link that allows data to be exchanged between the 6110 CCM platform and the SX-2000.
You can program the MiTAI/HCI link without removing the SX-2000 from service if the SX-2000 options
are already installed.
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To program the SX-2000 for MiTAI/HCI functionality, program these CDE forms in the following
order:
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6\VWHP&RQILJXUDWLRQ
This section describes how to program the CDE forms. If examples are provided, the values apply to a 4cabinet SX-2000.
For more information on CDE programming, refer to the Mitel SX-2000 INTEGRATED
COMMUNICATION SYSTEM Customer Data entry documentation.
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&DELQHW$VVLJQPHQW)RUP
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3HULSKHUDO'68)LEHU,QWHUIDFH
Cabinet
Shelf
Slot
Type
Cabinet
Shelf
Slot
Comment
s
1
2
3
FD_DSU
4
1
1
MAP PC
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You need a Communications Processor card and a DNI line card for the MiTAI/HCI link. These cards are
identified by name in the System Configuration Form.
Enter the name of the card type on the line that defines its location in the SX-2000. The card locations in the
table are examples; the actual locations could vary. The form shown is for the SX-2000 PBX.
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Cabinet
Shelf
Slot
Programmed Card Type
Installed Card Type
4
1
1
Fiber Interface
Fiber Interface
4
1
2
Communication Processor
Communication
Processor
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Class of service number: 3
Option
Select
HCI Call Control Allowed
No
HCI Monitor Allowed
Yes
Do Not Disturb
Yes
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Class of service number: 4
Option
Select
HCI Call Control Allowed
Yes
HCI Monitor Allowed
Yes
Do Not Disturb
Yes
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7HUPLQDWLRQ
The ACD Card has jumpers and DIP switches which allow you to program the Interrupt Request Level
(IRQ), I/O Base Address, and Clock Termination.
IRQ and Base Address settings ensure communication channels with the motherboard and the ISA
Interconnect Board are established. The AFC drivers are designed with the assumption that the AFC Card
will be set to a particular I/O Base address.
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Card Type
IRQ Level
Base Address
I/O Address
Ethernet NIC
10
C8000-C9FFF
280
AFC
9
D0000-D7FFF
A300
Serial port
Parallel Port
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The IRQ Levels on the AFC Card can be set using the P10 jumpers. The following table lists all of the
possible IRQ settings on the AFC card.
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IRQ Level
Header
Jumper Position
5
P10
13-14
7
P10
9-10
9
P10
11-12
10
P10
1-2
11
P10
3-4
12
P10
5-6
15
P10
7-8
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Please refer to the following diagram for jumper positions.
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Fiber optic sources emit infrared light invisible to the human eye which can damage the retina. Never look
directly into a source or into the end of a fiber energized by a source.
Establishing the miTAI/HCI link involves
•
connecting the fiber optic cables between the Fiber Interface Module (FIM) on the Application Fiber
Control (AFC) card in the 6110 CCM platform and the FIM on the SX-2000.
To complete the fiber MiTAI/HCI Link:
5RXWHWKHILEHURSWLFFDEOHVIURPWKHFRQWUROQRGHWRWKH&&0SODWIRUP
$WWKHFRQWUROQRGHDQGDWWKH&&0SODWIRUPUHPRYHWKHEODFNSODVWLFGXVW
FDSVIURPWKHILEHUFDEOHFRQQHFWRUV
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&RQQHFWWKHWZRFRQQHFWRUVRIRQHFDEOHWRWKHWZRFRQQHFWRUVRIHDFK),0
IDFHSODWH
The fiber cable connectors have a small key that you must align with a slot on the FIM connectors. Lock
each connector into position by pushing its metal collar forward and clipping it onto the FIM connector.
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The LEDs on each FIM should be on steadily. If the LEDs on a FIM are flashing, swap the Tx and Rx fiber
cables to that FIM. Accidentally reversing transmit and receive will not damage the AFC or the SX-2000.
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After you install the physical link from the 6110 CCM platform to the SX-2000, you should check that
• HCI programming is correct
• Communications Processor card, DNI line card, and dataset are installed correctly
To check MiTAI/HCI installation and programming
7RFKHFNWKH&RPPXQLFDWLRQV3URFHVVRUFDUGW\SHVWDWHZKHUHLVWKH
FDELQHWVKHOIDQGVORWQXPEHURIWKH&RPPXQLFDWLRQ3URFHVVRUFDUG
This location is an example.
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If the state is:
This means that:
busy
the MiTAI link and DNI line are communicating correctly
unassigned OR out of service
the MiTAI/HCI link is not correctly installed or
programmed, or both
idle
the associated directory number is not programmed OR the
link is not complete
The following table provides an example of the correct results of the state command for the
Communications Processor card.
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Location
Device
State
Owner
ID
Status
1 2 17 1
HCI
Busy
Call Process
3B00
Wait
1 2 17 2
HCI
Idle
1 2 17 3
HCI
Idle
1 2 17 4
HCI
Idle
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You can install MiTAI in one of two ways, depending on which card connection you are using: AFC card or
remote PBX Access.
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To install MiTAI with an AFC card:
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&OLFN6WDUW !6HWWLQJV !&RQWURO3DQHODQGGRXEOHFOLFNWKH$GG5HPRYH
3URJUDPVLFRQ
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,QWHUIDFH
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,QVHUWWKH0LWHO,PSUHVVD1',QVWDOODWLRQ'LVF
8SRQLQVHUWLQJWKHGLVN\RXUFRPSXWHUZLOOOLNHO\VWDUWWKH,QVWDOO:L]DUGRQLWVRZQ,I
WKLVRFFXUVMXPSWRVWHS,ILWGRHVQRWFOLFN6WDUW !6HWWLQJV !&RQWURO3DQHO
DQGGRXEOHFOLFNWKH$GG5HPRYH3URJUDPVLFRQ
2QWKH$GG5HPRYH3URJUDPV3URSHUWLHVZLQGRZFOLFNWKH,QVWDOOEXWWRQRQWKH
,QVWDOO8QLQVWDOOWDE
2QWKH,QVWDOO3URJUDPIURP)ORSS\'LVNRU&'520ZLQGRZFOLFN1H[W
:KHQWKH5XQ,QVWDOODWLRQ3URJUDPZLQGRZDSSHDUVDFFHSWWKHGHIDXOWVHWWLQJDQG
FOLFN)LQLVK
NOTE: If Windows is unable to locate your installation program, click Browse in the Run Installation
Program window. Click the arrow beside the Look in: dialog box to access the drop-down menu and click
your CD-ROM drive. Double-click the MiTAI folder and double-click the Setup.EXE icon. In the Run
Installation Program window, click Finish.
5HDGWKHLQIRUPDWLRQRQWKH:HOFRPHZLQGRZDQGFOLFN1H[W
5HDGWKH6RIWZDUH/LFHQVH$JUHHPHQWDQGFOLFN<HV
2QWKH6\VWHP,QIRUPDWLRQZLQGRZFOLFN1H[W
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0DNHQRWHRIWKHGHVWLQDWLRQIROGHUIRUWKHVHWXSILOHDQGFOLFN1H[W
6HOHFW$SSOLFDWLRQ)LEHU&RQWUROOHU$)&FDUGDQGFOLFN1H[W
0DNHQRWHRIWKHGHVWLQDWLRQIROGHUIRUWKH0L7$,SURJUDPLFRQDQGFOLFN1H[W
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:KHQWKH6HWXS&RPSOHWHZLQGRZDSSHDUVFOLFN)LQLVK
,QVWDOOLQJ0L7$,VRIWZDUH
Depending on which PBX software version you have, you must copy the correct .nob and .bch files from
the CD.
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Driver (.nob file)
Corresponds with
Q2600000
SX-2000 LW29 Q26.0 and above
Q2607001
SX-2000 LW29 Q26.7 and above
Q4000001
SX-2000 LW29 Q40.0 and above
R0105001
SX-2000 LW30
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The AFC screen appears, displaying the Software tab.
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NOTE: Ensure your fiber cables are securely plugged into the back of the AFC card. If the lights on the
back of your AFC card are flickering, you have the cables reversed. Exchange them. The indicator should
change to solid green.
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The AFC Loader, AFC Server, and Telephony Server lights should turn green in a few seconds. The status
bar below the AFC Loader should move across the screen and change from blue to green to indicate the
Telephony Link is active.
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NOTE: The Hardware tab reports any hardware conflicts. For example, a message may appear stating the
IO Address 0xA300 conflicts with atirage on your video controller. On the Software tab, under Windows
NT Service, if the indicators adjacent to all four services are green, disregard this message as it is incorrect.
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You can install MiTAI in one of two ways, depending on which card connection you are using: remote PBX
Access (3300 ICP) or AFC card (SX-2000).
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To install MiTAI with remote PBX access:
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&OLFN6WDUW !6HWWLQJV !&RQWURO3DQHODQGGRXEOHFOLFNWKH$GG5HPRYH
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,QWHUIDFH
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8SRQLQVHUWLQJWKHGLVN\RXUFRPSXWHUZLOOOLNHO\VWDUWWKH,QVWDOO:L]DUGRQLWVRZQ,I
WKLVRFFXUVMXPSWRVWHS,ILWGRHVQRWFOLFN6WDUW !6HWWLQJV !&RQWURO3DQHO
DQGGRXEOHFOLFNWKH$GG5HPRYH3URJUDPVLFRQ
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,QVWDOO8QLQVWDOOWDE
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:KHQWKH5XQ,QVWDOODWLRQ3URJUDPZLQGRZDSSHDUVDFFHSWWKHGHIDXOWVHWWLQJ
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NOTE: If Windows is unable to locate your installation program, click Browse in the Run Installation
Program window. Click the arrow beside the Look in: dialog box to access the drop-down menu and click
your CD-ROM drive. Double-click the MiTAI folder and double-click the Setup.EXE icon. In the Run
Installation Program window, click Finish.
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NOTE: Do not change the default port number.
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Successful appears on your screen if the connection was succesful.
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For MiTAI version 10, the MiTAI Runtime Version must be set to 8.0.7+.
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The following section describes the SX-2000 architecture and how to program telephone system
assignment forms. You must program the forms in order to receive telephone system data records and
generate reports.
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NOTE: When you program the SX-2000, it is imperative you perform the following steps.
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([WHQGHG60'5RQWKH60'52SWLRQV$VVLJQPHQW)RUPRUWKH6;ZLOOWUXQFDWH
\RXUFDOOUHFRUGGDWD
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WHOHSKRQHV\VWHP\RXPXVWHQDEOH,QWHUQDO60'5RQWKH60'52SWLRQV$VVLJQPHQW
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Generally the SX-2000 telephone system is co-located with the 6110 CCM Enterprise server as illustrated
in the following figure. By default, 6110 CCM configures Comport 2 to accept the ACD data stream, and
Comport 1 to accept the SMDR data stream. All components are connected over RS-232 serial cable.
The default comport configuration settings are as follows:
• Baud rate = 9600
• Data bits = 8
• Parity = N
• Stop bits = 1
You can alter these settings in the Management Console application.
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Typically, the ACD stream is delivered from the telephone system DNIC circuit over a 2100 or 1100
Dataset to Comport 2.
The SMDR stream is delivered in one of two ways:
• From the telephone system LPR1 port to Comport 1
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•
From the telephone system DNIC circuit over a 2100 or 1100 Dataset to Comport 1
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You use a dataset to boost the SMDR data transmission if the 6110 CCM Enterprise server is located over
50 feet from the telephone system.
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6;FRQQHFWLYLW\WRWKH&&0(QWHUSULVHVHUYHU
ZLWK,&&
If you have an SX-2000, to install 6115 ICC on the 6110 CCM Enterprise server, you require one available
ISA slot on the motherboard, SX-2000/Server Connectivity Kit-100 Sessions, and an
SX-2000 MiTAI Runtime 7.5.3/8.0.
If you installed an AFC card for 6115 ICC on the 6110 CCM Enterprise server, and you intend to collect
SMDR and ACD real-time data over RS-232 ports (as is the case for 1103 and 2103 datasets), prairieFyre
recommends you install a PCI-based Digiboard serial port co-processor.
The FIMM card on the SX-2000 communicates with the AFC card on the 6110 CCM Enterprise server over
an HCI fiber optic link. (See Installing MiTAI for detailed steps on how to install the MiTAI software.)
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If 6110 CCM is working in conjunction with an 3300 ICP, then the MiTAI link, SMDR, and ACD data
collection are provided over a network connection. prairieFyre recommends you use the NIC interface
between the 3300 ICP and 6110 CCM over a TCP/IP connection. This guarantees network delivery of
SMDR, ACD real-time, and MiTAI data without having to traverse the customer corporate network.
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,&3FRQQHFWLYLW\WRWKH&&0(QWHUSULVHVHUYHU
ZLWK,&&
If you have an 3300 ICP, to install 6115 ICC on the 6110 CCM Enterprise server, you require one network
card and 1 MiTAI runtime 7.5.3 or 8.0.
If 6110 CCM, and 6115 ICC are working in conjunction with an 3300 ICP, then the MiTAI link and SMDR
and ACD data collection are provided over a TCP/IP network connection. prairieFyre recommends you use
the NIC interface between the 3300 ICP and 6110 CCM over a private network connection. This guarantees
network delivery of SMDR, ACD real-time, and MiTAI data without having to traverse the customer
corporate network.
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You must specify the TCP-IP for the 3300 ICP.
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prairieFyre recommends you install a Digiboard on the computer running as the 6110 CCM Enterprise
server if you handle more that 2000 calls per hour. A Digiboard is a serial communication card you insert in
the Windows NT Server computer.
To install the Digiboard (if you require one):
,QVWDOOWKH'LJLFDUGRQDIUHHVORWRQWKHPRWKHUERDUG
6WDUW\RXUFRPSXWHU
&OLFN6WDUW !6HWWLQJV !&RQWURO3DQHO
&OLFNWKH1HWZRUNLFRQDQG&OLFN$GG
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6HOHFWWKHSRUW'LJL3&HN'LJLERDUG
You have configured the Digiboard as a network device.
NOTE: Ensure the values you select for the I/O Address, Memory Address, and Interrupt (IQR) are not
currently used by any other device on the computer.
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The prairieFyre Service continuously updates the SX-2000 SuperAdvisor, AgentAdvisor, and WallBoarder
displays with SMDR and ACD telephone system records. It simultaneously updates the Structured Query
Language (SQL) database over Transmission Control Protocol-Internet Protocol (TCP/IP).
The following diagram illustrates the connectivity between the telephone system, the prairieFyre Service,
and the 6110 CCM real-time applications.
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External SMDR and internal SMDR are separate applications. External SMDR is included with all SX2000 base packages; internal SMDR is an optional feature package you purchase from Mitel Corporation.
([WHUQDO60'5
External SMDR collects data for outgoing and incoming trunk calls. You can use the data to determine the
cost of external telephone calls. Typically, external SMDR is used for
• Billing external calls back to individuals, customers or departments
• Evaluating the system trunks (e.g. number, type and traffic)
,QWHUQDO60'5
Internal SMDR collects data for calls made between stations. You can use internal SMDR call data to
• Bill internal calls back to departments.
• Determine station usage.
• Track hoax calls that originate from a station.
• Keep a record of all internal calls that involve a particular station.
You can enable the system with either external SMDR, internal SMDR or both. When both are enabled,
external SMDR takes precedence over Internal SMDR. Therefore, if system programming allows for both
an external SMDR record and an internal SMDR record to be made for a call, only the external SMDR
record will be generated.
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In order to get ACD and SMDR data flowing from the SX-2000 telephone system to the 6110 CCM
Enterprise server the following assignment forms must be programmed. Program them in the following
order:
• Data Circuit Descriptor
• DNI Circuit
• Dataset
• System Port
• Application Logical Port
The Data Circuit Descriptor, DNI Circuit, and Dataset assignment forms contain ACD settings. The
System Port and Application Logical Port assignment forms contain SMDR settings.
Basic information on telephone system forms, and form headings is derived from the Mitel "SX-2000
Applications Package" on the "SX-2000 Technical Documentation CD-ROM" (PN 9125-080-205).
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The Dataset Circuit Descriptor Assignment Form assigns common data communications parameters to
groups of dataset line circuits. It completes the definition of dataset circuits by specifying the parameters
used with the various datasets supported by the SX-2000 system. One circuit descriptor is assigned to each
similarly configured group of dataset circuits. You can use Default dataset descriptors for specified device
classes and usage types, or individual parameters programmed using the rules specified in the following
tables. You can program a total of 32 dataset circuit descriptors. The circuit descriptor numbers are
referenced in the Dataset Assignment Form.
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Form headings provide a description of the different fields in a form. The description states what
information is required in these fields and what rules to follow when entering the data. The Dataset Circuit
Descriptor Assignment Form has the following form headings.
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Circuit Descriptor Number
identifies the characteristics of the data circuit. You can define up to 32
circuit descriptors.
Descriptor
a list of the options available. Type the required values for each class of
data circuit that is required.
NOTE: For the purpose of this example we assume the setup uses a 2103 Dataset with a circuit descriptor
number of 5.
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To program the dataset connection settings for the 1100 and 2100 Dataset series:
7\SHWKHIROORZLQJ'DWDVHW&LUFXLW'HVFULSWRU$VVLJQPHQW)RUPVHWWLQJV
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&RQQHFWLRQWLPHUV
Guard Timer
0
Connect Confirmation Timer
0
Session Inactivity Timer
0
,QWHUIDFHFKDUDFWHULVWLFV
Interface Type
RS-232
Int. Cont. Active Indicator
DTR On
Int. Cont. Active Indicator to CTS Delay Timer
Int. Cont. Originate Indicator
1
User Action
Int. Cont. Disconnect Indicator
Active on>off
Int. Cont. Disconnect Indicator OFF Timer
Incoming Call Action
0
Accept
Int. Cont. Call Accepted Indicator
None
DTE Min Baud Rate
1200
DTE Max Baud Rate
19200
DCD Fixed High
Yes
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Dataset Auditing
No
Attached Device Loopback
No
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First PBX Attention Char.
(blank)
Second PBX Attention Char.
(blank)
Attention Via BREAK Key DTE-toParity to Attached Device
Flow Control
End
Transparent
None
XON Flow Control Char.
17
XOFF Flow Control Char.
19
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Autobaud
No
First Autobaud Char. to Host
(blank)
Second Autobaud Char. to Host
(blank)
Third Autobaud Char. to Host
(blank)
Forth Autobaud Char. to Host
(blank)
Delay Before 1st Autobaud Char.
5
Autobaud Inter-Char. Delay
20
6\QF'1,&GDWDVHWSDUDPHWHUV
Operating Mode
(blank)
Timing Mode
(blank)
Rate Adaption Scheme
Async
Data Buffering
32
Idle Data Pattern
0
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The Digital Network Interface (DNI) Circuit Assignment Form assigns DNI circuits to various DNI-based
devices.
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The DNI Assignment Form has the following Form headings.
7DEOH'1,$VVLJQPHQW)RUPKHDGLQJV
Cabinet, Shelf, Slot
a system-generated, protected field indicating the card PLID
Circuit
a system-generated, protected field indicating the hybrid circuit on the
card
Card Type
a system-generated, protected field indicating the type of card on which
the circuit exists
Device Type
composed of two programmable sub-fields indicating the device type
attached to the PLID, such as DS1103 or DS2103
Channel #1
type the attached device type
Channel #2
type the attached device type
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The Dataset Assignment Form is used to assign a data directory number and dataset circuit descriptor
number to all dataset line circuits in the system. The directory numbers defined in this form are used in the
Telephone Directory and Dataset Hunt Group Assignment Forms.
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The Dataset Assignment Form has the following form headings.
7DEOH'DWDVHW$VVLJQPHQW)RUPKHDGLQJV
Cabinet, Shelf, Slot, Circ
a system-generated, protected fields indicating the location of data
circuits in the system. These fields are presented in ascending order of
cabinet/shelf/slot/circuit
Chn
a system-generated, protected field indicating the channel number that
the device is associated with. For dataset line card circuits the field is
blank
Card Type
a system-generated, protected field indicating the type of card to which
the data circuit is attached
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WKHRXWSXWSULQWHUSRUW
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The System Port Assignment Form provides a centralized means of associating logical names to the PLID
of each RS-232 port on the SX-2000 system. The form also displays the baud rate and parity for each port.
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The System Port Assignment Form has the following form headings.
7DEOH6\VWHP3RUW$VVLJQPHQW)RUPKHDGLQJV
Port Address
contains six columns which are system-generated, protected fields. The
Cab, Shlf, Slot, Circ, Chan, Port fields indicate the PLID of the RS-232
port.
Flow
a system-generated, protected field indicating the direction of data flow
for the device named in the Port Type field
Port Type
a system-generated, protected field indicating the device type to which
the port is attached
Port Name
a programmable field used to assign a logical name to the physical port.
The first two port names cannot be changed
Baud Rate
a system-generated, protected field indicating the operating speed of the
port
Parity
a system-generated, protected field indicating the character protocol the
attached device is using. The Parity field is broken down as follows: the
first character is the number of data bits; the second character is the
parity; the third character is the number of stop bits.
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The Application Logical Port Assignment Form allows the system manager to assign port names to each of
the physical ports which service the input and output requirements of application, such as Message Center
or Hotel/Motel, that are running on the SX-2000 system.
The Application Logical Port Assignment Form has the following form headings.
7DEOH$SSOLFDWLRQ/RJLFDO3RUW$VVLJQPHQW)RUPKHDGLQJV
Port Logical Names
a system-generated, protected field containing the name of each
application that requires printing facilities
Port Use
a system-generated, protected field indicating the nature of the
connection between the application and the attached device
• dedicated indicates that the application expects to have a dedicated
resource
• demand indicates that the application must request use of the port
by entering a command
• continuous indicates that applications use the port only when there
is information to process. If two or more applications are assigned
to the same port, the output is sometimes interleaved.
The values assigned to this field are guidelines for the system manager
to follow when assigning ports to applications.
Port Physical Name
the name of the port, defined by the Port Physical Name field of the
System Port Assignment Form, that is to serve the application named in
the Port Logical Name field. This links the application port to a
particular PLID
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In order to generate reports, you must select telephone system reporting options on the following forms:
• SMDR Options
• Class of Service Options
• Path Assignment
• Agent Group Assignment
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The SMDR Options Assignment Form is used to select SMDR parameters, and has the following form
headings.
7DEOH60'52SWLRQV$VVLJQPHQW)RUPKHDGLQJV
Option
a pre-printed list of available SMDR options. The system default values
for all Options is “No”
Value
type the required values as indicated below
NOTE: Do not select the FTP SMRD option in conjunction with the Realtime SMRD option. If FTP
SMRD is selected in conjunction with Realtime SMRD, the SMRD output becomes buffered. This buffer
causes a delay of the Realtime information. Agent call statistics can become out of date by a big margin on
a busy switch. Also, if both options are selected in conjunction, then the SMDR records will be duplicated.
To specify telephone system reporting options:
2QWKH60'52SWLRQV$VVLJQPHQW)RUPW\SH<HVLQWKHYDOXHILHOGIRUWKH([WHQGHG
'LJLW/HQJWKRSWLRQLI\RXUH[WHQVLRQDQGDJHQWQXPEHUVH[FHHGGLJLWV
This provides the Called, Calling, Duration of Call, and Third Party fields space for 7-digit extension
numbers.
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This ensures all transfers including attendant transfers are reported.
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FRGHVDUHLQFOXGHGLQWKH60'55HSRUWVWKDWLVLI\RXDUHXVLQJDFFRXQWFRGHV
7\SH<HVLQWKHYDOXHILHOGIRUWKH5HSRUW,QFRPLQJ&DOOVRSWLRQWRHQVXUHLQFRPLQJ
FDOOVDUHLQFOXGHGLQWKH60'55HSRUWV
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DUHLQFOXGHGLQWKH60'55HSRUWVLI,QWHUQDO60'5LVDSXUFKDVHGRSWLRQ
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FDOOVDUHLQFOXGHGLQWKH60'55HSRUWV
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UHSRUWLQJ
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The Class of Service Options Assignment Form is used to select the classes of service (COS) and the
options which constitute each COS for stations or trunks. The form has two columns: the first lists all
available COS options and the other is used to select the required options for the Class of Service. The class
of service number which identifies the individual COS is located at the top of the form. The classes of
service defined by this form are referenced in the Station Service Assignment and Trunk Service
Assignment forms. The telephony options listed in the form are selected by entering Yes next to the
required option, under the correct COS number. Entering No or leaving the entries blank will disallow the
options.
The Class of Service Options Assignment Form has the following headings.
7DEOH&ODVVRIVHUYLFH$VVLJQPHQW)RUPKHDGLQJV
Class of service number
the identification numbers for the various COS. Refer to the Class of
Service entry in the Product Specification, Engineering Information,
MITEL Feature Resource Dimensions, for the maximum number
allowed.
Option
a pre-printed list of all possible COS options, and their range of values
Select
a programmable field which is used to indicate whether or not the
corresponding COS option is selected
NOTE: It is vital you select the following settings for every active COS programmed in the telephone
system—each voice mail port, each trunk, and each agent. For SMDR records to be generated, all parties in
the call must have COS selected for SMDR.
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9HULILHG$FFRXQW&RGHRSWLRQLI\RXDUHXVLQJFDOOUHDVRQLQJDFFRXQWFRGHV
This permits the entry of an account code from 2 to 12 digits that can be used for billing purposes.
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This option will activate trunking SMDR. External SMDR is given precedence over internal SMDR when
the feature is selected for the trunk in the call.
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This option will activate station-to-station (internal) SMDR.
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The Path Assignment Form is used to configure ACD paths. The path contains the information necessary to
control an incoming call through the ACD system. It specifies the resources used, the order in which they
are encountered, and the timing of the steps.
The Path Assignment Form has the following headings.
7DEOH3DWK$VVLJQPHQW)RUPKHDGLQJV
Path Directory Number
is similar to the hunt group number in the system. Type a number from 1
to 7 digits in length
Path Reporting Number
a mandatory, programmable field that specifies the path number of the
agent group. It is a required field for SMDR. The path reporting number
must also be unique. Type a 3-digit number in the range of 1 to 999.
Path Name
a read-only field that displays the telephone directory name for the path
directory number. This field is up to 20 characters long.
Option
displays the list of available path options
Value
the required values as indicated below
NOTE: The Real Time Events setting needs to be selected on the Path Assignment Form for all paths
programmed in the switch for which you want real-time call waiting information.
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The Path Assignment Form lists path directory and reporting numbers programmed in the telephone
system. The path directory number is referred to as the dialable number in the 6110 CCM YourSite
Database. When you type a path directory number, such as 6900, in the telephone system you must also
type it in the YourSite Database as 6900.
The path reporting number is referred to as the queue number in the YourSite Database. When you program
the telephone system with a path reporting number such as 6, you must type this number in the YourSite
Database as P006, as summarized in the following table.
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Path Directory Number = 6900
Dialable Number = 5000
Path Reporting Number = 6
Queue Number = P006
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The Agent Group Assignment Form is used to configure agent groups and has the following headings.
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Group ID Number
is similar to directory numbers in the system. Type a number from 1 to 7
digits in length.
Group Reporting Number
a mandatory, programmable field that specifies the reporting number of
the agent group. It is a required field for SMDR. The group reporting
number must also be unique. Type a 3-digit number in the range of 1 to
999.
Group Name
a read-only field that displays the telephone directory name for the path
directory number. This field is up to 20 characters long.
Member
a system generated, protected field that identifies the member number
Agent ID
identifies the agent IDs that are members of the group. Type a number in
the range of 1 to 7 digits.
Agent Name
a system generated, protected field that indicates the name
corresponding to the agent ID number as entered in the telephone
directory
NOTE: The Real Time Events setting needs to be selected on the Agent Group Assignment Form for every
agent group you have programmed in the telephone system.
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The Agent Group Assignment Form lists the group ID and reporting numbers programmed in the telephone
system. The group ID number is referred to as the agent ID in the YourSite Database. When you type a
group ID number, such as 5000, in the telephone system you must also type it in the YourSite Database as
5000.
When you program the telephone system with a group reporting number such as 1, you must type this
number in the YourSite Database as 1, as summarized in the following table.
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Group ID Number = 5000
Dialable Number = 5000
Group Reporting Number = 1
Agent Group Number = 1
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The SMDR output logs need to be tied continuously to LPR1.
To link LPR1 to the Maintenance port:
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The following section describes the SX-200 with real-time architecture and how to program telephone
system assignment forms. You must program the forms in order to receive telephone system data records
and generate reports.
NOTE: The new real-time ACD stream is an option you can purchase for the SX-200. This option must be
enabled on the SX-200 switch before you proceed to program these forms.
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NOTE: When you program the SX-200 with real-time, it is imperative you perform the following steps.
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WHOHSKRQHV\VWHPFXUUHQWO\LQXVH
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Generally the SX-200 with real-time telephone system is co-located with the 6110 CCM Enterprise server
as illustrated in the following figure. By default, 6110 CCM configures Comport 2 to accept the ACD data
stream, and Comport 1 to accept the SMDR data stream. All components are connected over RS-232 serial
cable.
The default comport configuration settings are as follows:
• Baud rate = 9600
• Data bits = 8
• Parity = N
• Stop bits = 1
You can alter these settings in the Management Console application.
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Typically, the ACD stream is delivered from the telephone system DNIC circuit over a 2100 or 1100
Dataset to Comport 2.
The SMDR stream is delivered in one of two ways:
• From the telephone system LPR1 port to Comport 1
• From the telephone system DNIC circuit over a 2100 or 1100 Dataset to Comport 1
You use a dataset to boost the SMDR data transmission if the 6110 CCM Enterprise server is located over
50 feet from the telephone system.
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prairieFyre recommends you install a Digiboard on the computer running as the 6110 CCM Enterprise
server if you handle more that 2000 calls per hour. A Digiboard is a serial communication card you insert in
the Windows NT Server computer.
To install the Digiboard (if you require one):
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You have configured the Digiboard as a network device.
NOTE: Ensure the values you select for the I/O Address, Memory Address, and Interrupt (IQR) are not
currently used by any other device on the computer.
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The prairieFyre Service continuously updates the SX-200 with real-time SuperAdvisor, AgentAdvisor, and
WallBoarder displays with SMDR and ACD telephone system records. It simultaneously updates the
Structured Query Language (SQL) database over Transmission Control Protocol-Internet Protocol (TCP/
IP).
The following diagram illustrates the connectivity between the telephone system, the prairieFyre Service,
and the 6110 CCM real-time applications.
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In order to get SMDR and ACD data flowing from the SX-200 with real-time to the 6110 CCM Enterprise
server the following forms must be programmed. You must program them in the following order:
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'LUHFWHG,2
Basic information on telephone system forms and form headings is derived from the Mitel "ACD
TELEMARKETERS Applications Package" on the "SX-200 EL/ML LIGHTWARE 17 Release 4.0
Technical Documentation CD-ROM" PN 9109-953-081-NA).
NOTE: For the purpose of this example we assume the setup uses a circuit descriptor number of 1. You
program the dataset connection settings for the 1103 Dataset as described in the following section.
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A data circuit descriptor specifies the parameters the data processing software and attached DTE (Data
Terminal Equipment) require. This form provides 25 programmable descriptors. The main form displays
the descriptor numbers and the number of circuits associated with each descriptor. The system generates the
data in this form based on the entries in Form 12, Data Assignment. The user can modify only the
COMMENTS field. A softkey provides access to the individual parameters of each descriptor via a subform.
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Form headings provide a description of the different fields in a form. The description states what
information is required in these fields and what rules to follow when entering the data. The Dataset Circuit
Descriptor Form has the following form headings.
7DEOH'DWDVHW&LUFXLW'HVFULSWRU)RUPKHDGLQJV
DESCRIPTOR
a list of the options available. Type the required values for each class of
data circuit that is required.
NUMBER OF DATA
circuitS ASSIGNED
the number of devices assigned to each descriptor
To program the dataset connection settings for the 1103 Dataset:
7\SHWKHIROORZLQJ'DWDVHW&LUFXLW'HVFULSWRU$VVLJQPHQW)RUPVHWWLQJV
7DEOH'DWDVHW&LUFXLW'HVFULSWRU)RUPVHWWLQJV
Guard Timer (0-99 seconds)
2
Minimum Baud Rate
110
Default Baud Rate
9600
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7DEOH'DWDVHW&LUFXLW'HVFULSWRU)RUPVHWWLQJV
Maximum Baud Rate
Always Use Default Baud Rate When Called
DTR Off Disconnect Timer
19200
Yes
5
DTR to CTS Delay Timer
100
DTR Forced High
Yes
RTS Forced High
Yes
DSR Is Held High When Device is Idle
No
CTS Is Held High When Device is Idle
No
Originate a DTRX Call With A Low->High Transition of
DTR
No
Action Taken If The Idle DTE Has DTR Low (Auto Answer)
Pooled Modem Communication Established Indicator
Refuse
DCD
First Modem Tone
2025 Hz
Second Modem Tone
2225 Hz
ASYNC: Keyboard Origination Allowed
Yes
ASYNC: ADL Auto Baud
No
ASYNC: Flow Control
None
ASYNC: XON Character
17
ASYNC: XOFF Character
19
ASYNC: Break Key Function
ASYNC: PBX Attention Character
ASYNC: Parity
Trans
4
None
ASYNC: Character Length
8
ASYNC: Number of Stop Bits
1
ASYNC: Autobaud To Host Character 1
13
ASYNC: Autobaud To Host Character 2
0
ASYNC: Delay Between Autobaud Characters
DS2100: Operating Mode
SYNC: Rate Adaption Scheme
SYNC: Clock Source
100
Asynch
Minet
Internal
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When a Digital Line Card is programmed in the System Configuration Form, the system creates an entry
line for each of its circuits in Form 09, Stations/SUPERSET Telephones, Form 45, Key System Telephones
and in Form 12, Data Assignment.
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The Data Assignment Form has the following form headings.
7DEOH'DWD$VVLJQPHQW)RUPKHDGLQJV
BAY/SLT/CCT/
specifies the physical location of each device. This list is generated by
the system based on what was entered in the programmed field of Form
01, System Configuration. This field cannot be modified.
TYP
identifies the type of data device programmed. The available devices
are: DS1101, DS1102, DS1103, DS2102, DS2103, DSCONS and
1101M.
TEN
the tenant group for each device is specified in this field
EXT NUM
displays the assigned extension number of a data line
COS
lists the Class-of-Service number specification of each device (1 to 50)
COR
lists the Class-of-Restriction number specification of each device (1 to
25)
CDN
lists the Circuit Descriptor Number assigned to a device (1 to 25)
DTE
lists the Data Terminal Equipment Profile number (1 to 25). A data
device must have a DTE Profile number to access a DTRX. Otherwise,
leave this field blank.
AVL
lists the Associated Voice Line (directory number) used to associate a
DATASET with a Voice set, so the ADL (Associated Data Line) can be
used.
HOTLINE
lists the directory number of the destination DTE
COMMENTS
reserved for additional data (a maximum of 15 characters). It is stored
by the system but not used
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This ties the internal adapter back to the dataset circuit descriptor.
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This form allows the user to specify the location of the system printer ports, designate the type of printout
for each printer, and define whether the printout is guaranteed or not (will or will not print). Data outputs
such as Traffic Measurement, SMDR, Hotel/Motel can be routed to any data port with an asynchronous
dataset. If no new point is specified, printouts continue to default to the system printer RS-232 port.
If the printer specified is currently active, then any request to print is queued. The system can support 7
different printers. When the form is entered for the first time the default printer routing is displayed for all
valid printouts.
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The Directed I/O Form has the following form headings.
7DEOH'LUHFWHG,2)RUPKHDGLQJV
EXT NUM
lists printer ports and extension numbers of programmed datasets. This
form is linked to Form 12, Data Assignment.
PRINTOUT
lists the specified data outputs, such as Traffic Measurement, SMDR,
Hotel/Motel, DATA SMDR, etc., for each programmed printer. Values
in this field are entered through softkey commands. Note that the PMS
(Property Management System) softkey is displayed only if the PMS
system option is selected.
PRINTOUT TYPE
lists the type of printout provided for each data output such as Autoprint,
Directed and Monitor. Values in this field are entered through softkeys.
The softkeys displayed will depend upon the data output programmed in
the PRINTOUT field.
GUARANTEED
only modifiable for SMDR and Data SMDR printouts. The field
defaults to NO in all other cases. If this field is set to YES, SMDR
records are guaranteed to print without losing records.
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The ACD Real Time Event option allows a computer to report real-time events of ACD activities.
To activate ACD reporting:
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This programs the new data stream to the dataset.
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In order to generate reports, you must select reporting options on the following assignment forms:
• COS Define
• System Options
• ACD Path
• ACD Group
• Trunk Group
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This form defines the Classes of Service for the system. Classes of Service group together stations with
common feature operations and restrictions. The telephone system accommodates a maximum of 50
Classes of Service. Each device (including attendants, data devices and all trunks) are supplied with a Class
of Service. COS options are listed in groups.
The COS Define Form has the following headings.
7DEOH&26'HILQH)RUPKHDGLQJV
OPTION
lists the option titles. The actual option names cannot be modified. The
option names are classified into two groups: enabled options and
disabled options. When RESERVED appears as the option name, the
option is not available.
STATUS
displays the status of each option; either DISABLED, ENABLED or a
timer value
OPTION NUM
displays the number of each Class of Service option. The actual option
number cannot be modified.
The header line indicates the Class of Service being programmed and which set of options are selected for
either the enabled or disabled options list. The command line displays the current indexed option. When
Form 03 - COS Define is selected, the command line displays the first enabled option of the first Class of
Service.
To specify report options:
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This form specifies the system options and timers that are system wide.
The System Options Form has the following headings.
7DEOH6\VWHP2SWLRQV)RUPKHDGLQJV
SYSTEM OPTIONS
lists the system option names. The option names cannot be modified.
The option names are classified into two groups: enabled options and
disabled options. When RESERVED appears as the option name, the
option is not available.
STATUS
specifies which options are enabled, disabled or the value of the timers
OPTION NUM
lists the option number for each option or timer
The header line indicates which set of options are selected; either the enabled or disabled options. Note that
the system timers are included with the enabled options.
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The ACD Path Form defines routing for ACD calls. It cannot be accessed unless a “Maximum ACD
Agents” system option is selected. Each path has its own form.
The ACD Path Form has the following headings.
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OPTIONS
lists programmable timers and options for the ACD path
STATUS
the only field that can be edited; however, no fields on an ACD path can
be edited without first assigning the “Access Code For This ACD Path”,
and the “Primary ACD Agent Group” (the first two lines on the form).
PATH NAME
The PATH NAME softkey displays ENTER PATH NAME: on the
command line. When the name (up to 8 characters) is entered, it appears
on the form top line, beside the path number. This softkey appears only
after the first two lines of the form are both filled.
ACD PATH
Pressing the ACD PATH softkey displays ENTER ACD PATH
NUMBER: on the command line. This softkey appears whenever the
first two lines of the form are either both filled or both empty.
DELETE PATH
Pressing the DELETE PATH softkey displays the CANCEL and
CONFIRM softkeys. Pressing CONFIRM deletes the ACD path.
Pressing CANCEL restores the softkeys without deleting the ACD path.
DELETE FInternet
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blanks the current status field
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DROP CALL
appears only when the cursor is in the “Interflow Point Access Code”
line - the STATUS will be set to “DROP CALL”
YES/NO
enables / disables the “Allow Overflow to Interflow Point Before
Timeout” or “Interflow Enabled” parameters
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The path access code is referred to as the queue number in the prairieFyre YourSite Database. When you
type an access code, such as 72, in the telephone system you must type it in the YourSite Database as queue
number P0072. You must also type it in the YourSite Database as tillable number 72, as summarized in the
following table.
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Access Code = 72
Dialable Number = 72
Queue Number = P0072
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The ACD Agent Group Form lists the agents in each ACD group. It cannot be accessed unless a
“Maximum ACD Agents” system option is selected. The title line contains the agent group number and
name. Entries in this form are sorted by ID.
The ACD Agent Group Form has the following headings.
7DEOH$&'$JHQW*URXS)RUPKHDGLQJV
AGENT ID
lists the agent ID. This is an access code that identifies the agent to the
system. The form lists the agents in numerical order by agent ID.
AGENT NAME
lists the agent name. Use of this field is optional, but recommended.
COS
lists the agent class of service
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The telephone system ACD group number is referred to as the agent group number in the YourSite
Database. When you program the telephone system with an ACD group number such as 6, you must type
this number in the YourSite Database as agent group 6.
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The Trunk Group Form specifies the members of each trunk group by trunk numbers. The system supports
a maximum of 50 trunk groups and each group supports a maximum of 50 members.
The Trunk Group Form has the following headings.
7DEOH7UXQN*URXS)RUPKHDGLQJV
TK NUM
lists the members of each trunk group according to their trunk number.
Members are added by entering a valid trunk number (1 to 200) when
the cursor is at the TK NUM field on the command line. The trunk
group is displayed on the header line.
BAY, SLT, CCT and
COMMENTS
these are informational fields only. They cannot be modified in this
form. When a trunk number is added to the trunk group, the physical
identification (BAY, SLT and CCT) and the COMMENTS fields from
Form 14 (Non-Dial-In Trunks) or Form 15 (Dial-In Trunks) are
automatically displayed.
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The telephone system ACD group number is referred to as the agent group number in the YourSite
Database. When you program the telephone system with an ACD group number such as 6, you must type
this number in the YourSite Database as agent group 6.
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The following section describes the SX-200 real-time architecture and how to program SX-200 telephone
system assignment forms. You must program the forms in order to receive telephone system data records
and generate reports.
For the SX-200 (prior to EL/ML LIGHTWARE 17 Release 4.0) you use the CyberTerminal application to
view a VT100 session. Real-time data generated by your SX-200 system is displayed in a series of ACD
Monitors on a standard VT100™ compatible terminal. The ACD Monitors act as a “window” to the ACD
system by giving supervisors an event-display that is updated after the completion of each ACD activity.
NOTE: prairieFyre strongly recommends you upgrade to LIGHTWARE 17, Release 4 or greater for your
SX-200 telephone system. Release 4 provides enhanced functionality for real-time monitoring and
historical reporting, and is easier to learn and use.
With release 4, 6110 CCM receives the ACD data stream directly and provides the following features and
enhancements:
• 6110 CCM updates the prairieFyre real-time monitors every second regardless of the number of
monitors open.
• You can view an unlimited number of agents simultaneously in the 6110 CCM monitors.
• You can view multiple 6110 CCM real-time agent and queue monitors simultaneously.
• Enhanced Agent and Agent Group Reports include Login-Logout Date/Time, Shift Time, Idle Time,
Total ACD Call Time/Average/Count, NonACD Talk Time/Count, OutBound Time/Count, Hold Time,
Make Busy Time/Average/Count, DND Time/Count, and extension statistics.
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NOTE: When you program the SX-200, it is imperative you perform the following steps.
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Generally the SX-200 is co-located with the 6110 CCM Enterprise server as illustrated in the following
figure. By default, 6110 CCM configures Comport 2 to accept the ACD data stream generated by the 1103
Dataset, and Comport 1 to accept the SMDR data stream. All components are connected over RS-232 serial
cable.
Call centers that have only one 1103 Dataset and one DNIC port on the SX-200 system have a single
VT100 terminal session available on the CyberTerminal Server for viewing real-time System Activity, Path
Summary, Agent Group Summary, and Agent Information ACD Monitor sessions. In order to view more
than one session simultaneously, additional 1103 Datasets and DNIC ports are required.
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prairieFyre recommends you install a Digiboard on the computer running as the 6110 CCM Enterprise
server if you handle more that 2000 calls per hour. A Digiboard is a serial communication card you insert in
the Windows NT Server computer.
To install the Digiboard (if you require one):
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You have configured the Digiboard as a network device.
NOTE: Ensure the values you select for the I/O Address, Memory Address, and Interrupt (IQR) are not
currently used by any other device on the computer.
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CyberTerminal has server and client applications. You can install the CyberTerminal Server application on
the 6110 CCM Enterprise server or on a client computer. When it is installed on the 6110 CCM Enterprise
server, the architecture resembles the following figure.
The CyberTerminal Server sends data (from the currently selected VT100 session) to all clients who have
the CyberTerminal client software installed. Clients receive data that is updated every 7 seconds.
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When you install the CyberTerminal server application on a computer other than the 6110 CCM Enterprise
server, the configuration resembles the following figure. The CyberTerminal Server application updates all
clients who have the CyberTerminal client version installed.
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CyberTerminal allows multiple clients to view a VT100 session simultaneously. Clients view the session
over the LAN or WAN, and can control which session is currently being viewed. They can connect to an
existing VT100 display or create a new one if not all displays are already open. Clients have the same
memory image as the server. All subsequent updates are sent to all connected clients.
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In order to get SMDR, ACD, and Agent Shift data flowing from the SX-200 telephone system to the 6110
CCM Enterprise server the following forms must be programmed. You must program them in the following
order:
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Basic information on telephone system forms and form headings is derived from the Mitel “ACD
TELEMARKETERS Applications Package” on the “SX-200 EL/ML Technical Documentation CD-ROM”
PN 9109-098-100-NA).
NOTE: For the purpose of this example we assume the setup uses a circuit descriptor number of 1. You
program the dataset connection settings for the 1103 Dataset as described in the following section.
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A data circuit descriptor specifies the parameters the data processing software and attached DTE (Data
Terminal Equipment) require. This form provides 25 programmable descriptors. The main form displays
the descriptor numbers and the number of circuits associated with each descriptor. The system generates the
data in this form based on the entries in Form 12, Data Assignment. The user can modify only the
COMMENTS field. A softkey provides access to the individual parameters of each descriptor via a subform.
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Form headings provide a description of the different fields in a form. The description states what
information is required in these fields and what rules to follow when entering the data. The Dataset Circuit
Descriptor Form has the following form headings.
7DEOH'DWDVHW&LUFXLW'HVFULSWRU)RUPKHDGLQJV
DESCRIPTOR
a list of the options available. Type the required values for each class of
data circuit that is required.
NUMBER OF DATA
circuitS ASSIGNED
the number of devices assigned to each descriptor
To program the dataset connection settings for the 1103 Dataset:
7\SHWKHIROORZLQJ'DWDVHW&LUFXLW'HVFULSWRU$VVLJQPHQW)RUPVHWWLQJV
7DEOH'DWDVHW&LUFXLW'HVFULSWRU)RUPVHWWLQJV
Guard Timer (0-99 seconds)
2
Minimum Baud Rate
110
Default Baud Rate
9600
Maximum Baud Rate
19200
Always Use Default Baud Rate When Called
Yes
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7DEOH'DWDVHW&LUFXLW'HVFULSWRU)RUPVHWWLQJV
DTR Off Disconnect Timer
5
DTR to CTS Delay Timer
100
DTR Forced High
Yes
RTS Forced High
Yes
DSR Is Held High When Device is Idle
No
CTS Is Held High When Device is Idle
No
Originate a DTRX Call With A Low->High Transition of
DTR
No
Action Taken If The Idle DTE Has DTR Low (Auto Answer)
Pooled Modem Communication Established Indicator
Refuse
DCD
First Modem Tone
2025 Hz
Second Modem Tone
2225 Hz
ASYNC: Keyboard Origination Allowed
Yes
ASYNC: ADL Auto Baud
No
ASYNC: Flow Control
None
ASYNC: XON Character
17
ASYNC: XOFF Character
19
ASYNC: Break Key Function
ASYNC: PBX Attention Character
ASYNC: Parity
Trans
4
None
ASYNC: Character Length
8
ASYNC: Number of Stop Bits
1
ASYNC: Autobaud To Host Character 1
13
ASYNC: Autobaud To Host Character 2
0
ASYNC: Delay Between Autobaud Characters
DS2100: Operating Mode
SYNC: Rate Adaption Scheme
SYNC: Clock Source
100
Asynch
Minet
Internal
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When a Digital Line Card is programmed in the System Configuration Form, the system creates an entry
line for each of its circuits in Form 09, Stations/SUPERSET Telephones, Form 45, Key System Telephones
and in Form 12, Data Assignment.
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The Data Assignment Form has the following form headings.
7DEOH'DWD$VVLJQPHQW)RUPKHDGLQJV
BAY/SLT/CCT/
specifies the physical location of each device. This list is generated by
the system based on what was entered in the programmed field of Form
01, System Configuration. This field cannot be modified.
TYP
identifies the type of data device programmed. The available devices
are: DS1101, DS1102, DS1103, DS2102, DS2103, DSCONS and
1101M.
TEN
the tenant group for each device is specified in this field
EXT NUM
displays the assigned extension number of a data line
COS
lists the Class-of-Service number specification of each device (1 to 50)
COR
lists the Class-of-Restriction number specification of each device (1 to
25)
CDN
lists the Circuit Descriptor Number assigned to a device (1 to 25)
DTE
lists the Data Terminal Equipment Profile number (1 to 25). A data
device must have a DTE Profile number to access a DTRX. Otherwise,
leave this field blank.
AVL
lists the Associated Voice Line (directory number) used to associate a
DATASET with a Voice set, so the ADL (Associated Data Line) can be
used.
HOTLINE
lists the directory number of the destination DTE
COMMENTS
reserved for additional data (a maximum of 15 characters). It is stored
by the system but not used
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This ties the internal adapter back to the dataset circuit descriptor.
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This form allows the user to specify the location of the system printer ports, designate the type of printout
for each printer, and define whether the printout is guaranteed or not (will or will not print). Data outputs
such as Traffic Measurement, SMDR, Hotel/Motel can be routed to any data port with an asynchronous
dataset. If no new point is specified, printouts continue to default to the system printer RS-232 port.
If the printer specified is currently active, then any request to print is queued. The system can support 7
different printers. When the form is entered for the first time the default printer routing is displayed for all
valid printouts.
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The Directed I/O Form has the following form headings.
7DEOH'LUHFWHG,2)RUPKHDGLQJV
EXT NUM
lists printer ports and extension numbers of programmed datasets. This
form is linked to Form 12, Data Assignment.
PRINTOUT
lists the specified data outputs, such as Traffic Measurement, SMDR,
Hotel/Motel, DATA SMDR, etc., for each programmed printer. Values
in this field are entered through softkey commands. Note that the PMS
(Property Management System) softkey is displayed only if the PMS
system option is selected.
PRINTOUT TYPE
lists the type of printout provided for each data output such as Autoprint,
Directed and Monitor. Values in this field are entered through softkeys.
The softkeys displayed will depend upon the data output programmed in
the PRINTOUT field.
GUARANTEED
only modifiable for SMDR and Data SMDR printouts. The field
defaults to NO in all other cases. If this field is set to YES, SMDR
records are guaranteed to print without losing records.
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In order to generate reports, you must select reporting options on the following assignment forms:
• COS Define
• System Options
• ACD Path
• ACD Group
• Trunk Group
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This form defines the Classes of Service for the system. Classes of Service group together stations with
common feature operations and restrictions. The telephone system accommodates a maximum of 50
Classes of Service. Each device (including attendants, data devices and all trunks) are supplied with a Class
of Service. COS options are listed in groups.
The COS Define Form has the following headings.
7DEOH&26'HILQH)RUPKHDGLQJV
OPTION
lists the option titles. The actual option names cannot be modified. The
option names are classified into two groups: enabled options and
disabled options. When RESERVED appears as the option name, the
option is not available.
STATUS
displays the status of each option; either DISABLED, ENABLED or a
timer value
OPTION NUM
displays the number of each Class of Service option. The actual option
number cannot be modified.
The header line indicates the Class of Service being programmed and which set of options are selected for
either the enabled or disabled options list. The command line displays the current indexed option. When
Form 03 - COS Define is selected, the command line displays the first enabled option of the first Class of
Service.
To specify report options:
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This form specifies the system options and timers that are system wide.
The System Options Form has the following headings.
7DEOH6\VWHP2SWLRQV)RUPKHDGLQJV
SYSTEM OPTIONS
lists the system option names. The option names cannot be modified.
The option names are classified into two groups: enabled options and
disabled options. When RESERVED appears as the option name, the
option is not available.
STATUS
specifies which options are enabled, disabled or the value of the timers
OPTION NUM
lists the option number for each option or timer
The header line indicates which set of options are selected; either the enabled or disabled options. Note that
the system timers are included with the enabled options.
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The ACD Path Form defines routing for ACD calls. It cannot be accessed unless a “Maximum ACD
Agents” system option is selected. Each path has its own form.
The ACD Path Form has the following headings.
7DEOH$&'3DWK)RUPKHDGLQJV
OPTIONS
lists programmable timers and options for the ACD path
STATUS
the only field that can be edited; however, no fields on an ACD path can
be edited without first assigning the “Access Code For This ACD Path”,
and the “Primary ACD Agent Group” (the first two lines on the form).
PATH NAME
The PATH NAME softkey displays ENTER PATH NAME: on the
command line. When the name (up to 8 characters) is entered, it appears
on the form top line, beside the path number. This softkey appears only
after the first two lines of the form are both filled.
ACD PATH
Pressing the ACD PATH softkey displays ENTER ACD PATH
NUMBER: on the command line. This softkey appears whenever the
first two lines of the form are either both filled or both empty.
DELETE PATH
Pressing the DELETE PATH softkey displays the CANCEL and
CONFIRM softkeys. Pressing CONFIRM deletes the ACD path.
Pressing CANCEL restores the softkeys without deleting the ACD path.
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DELETE FInternet
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blanks the current status field
DROP CALL
appears only when the cursor is in the “Interflow Point Access Code”
line - the STATUS will be set to “DROP CALL”
YES/NO
enables / disables the “Allow Overflow to Interflow Point Before
Timeout” or “Interflow Enabled” parameters
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SURJUDPPHGLQWKHWHOHSKRQHV\VWHP
The path access code is referred to as the queue number in the prairieFyre YourSite Database. When you
type an access code, such as 72, in the telephone system you must type it in the YourSite Database as queue
number P0072. You must also type it in the YourSite Database as dialable number 72, as summarized in the
following table.
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Access Code = 72
Dialable Number = 72
Queue Number = P0072
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The ACD Agent Group Form lists the agents in each ACD group. It cannot be accessed unless a
“Maximum ACD Agents” system option is selected. The title line contains the agent group number and
name. Entries in this form are sorted by ID.
The ACD Agent Group Form has the following headings.
7DEOH$&'$JHQW*URXS)RUPKHDGLQJV
AGENT ID
lists the agent ID. This is an access code that identifies the agent to the
system. The form lists the agents in numerical order by agent ID.
AGENT NAME
lists the agent name. Use of this field is optional, but recommended.
COS
lists the agent class of service
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The telephone system ACD group number is referred to as the agent group number in the YourSite
Database. When you program the telephone system with an ACD group number such as 6, you must type
this number in the YourSite Database as agent group 6.
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The Trunk Group Form specifies the members of each trunk group by trunk numbers. The system supports
a maximum of 50 trunk groups and each group supports a maximum of 50 members.
The Trunk Group Form has the following headings.
7DEOH7UXQN*URXS)RUPKHDGLQJV
TK NUM
lists the members of each trunk group according to their trunk number.
Members are added by entering a valid trunk number (1 to 200) when
the cursor is at the TK NUM field on the command line. The trunk
group is displayed on the header line.
BAY, SLT, CCT and
COMMENTS
these are informational fields only. They cannot be modified in this
form. When a trunk number is added to the trunk group, the physical
identification (BAY, SLT and CCT) and the COMMENTS fields from
Form 14 (Non-Dial-In Trunks) or Form 15 (Dial-In Trunks) are
automatically displayed.
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IRU\RXURXWERXQGFDOOV
The telephone system ACD group number is referred to as the agent group number in the YourSite
Database. When you program the telephone system with an ACD group number such as 6, you must type
this number in the YourSite Database as agent group 6.
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To activate Agent Shift reporting:
/RJRQWRWKH6;97PDLQWHQDQFHWHUPLQDO
6HOHFW$&'5HSRUWV$JHQW6KLIWRQDQG6KRZVWDWXV
6HWWKH$JHQW6KLIWVWDWXVWR21
NOTE: Agent Shift records are generated for an agent when the agent logs out. SMDR records are
generated when calls are completed.
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'DWDEDVHPDLQWHQDQFHDQG
UHVWRUDWLRQSURFHGXUHV
The following section contains information on database maintenance and restoration procedures. We
strongly recommend you back up the YourSite Configuration Database and the raw telephone system data
files. You require these files to restore your call center history and configuration in the event of hard drive
failure.
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The prairieFyre Maintenance Service runs every night at a time you specify on the System Settings tab of
the Management Console application. It performs the following nightly routines.
• Backs up the YourSite Database to the local data directory
• Shrinks and truncates the SQL transaction log
• Purges the ANI database table and retains only 10,000 records or 30 days worth of ANI data
• Re-summarizes the previous days data into the SQL database
• Zips data files in the data directory
• Deletes old files in the data directory as required (when the disk space is low)
It is important you schedule the NT backup to occur at least half an hour following the prairieFyre
Maintenance Service routines.
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NOTE: prairieFyre strongly recommends you perform frequent tape backups of your data directory. You
can back up the data to your disc drive or to a tape. If your disc drive space is limited, backing up to tape is
your best option.
To implement the NT backup, you must log on to the 6110 CCM NT Server with an account that has
administrative privileges, and complete the following steps.
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To install and modify the PFNBackup.bat file:
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6XSSRUW'LUHFWRU\
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LQVWDOODWLRQGLUHFWRU\
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The following text appears:
@echo off
REM /* Batch file to backup critical telephone switch data */
REM /* Use this batch file in absence of proper backup software */
REM /* Depends upon the prairieFyre data directory being in */
REM /* c:\program files\Mitel Networks\6110 CCM\ACD Manager\DataDirectory */
REM /* Modify directory path accordingly */
ntbackup backup “c:\program files\Mitel Networks\6110 CCM\ACD Manager\DataDirectory” /v
/d “prairieFyre DataDirectory Backup” /t copy /l “c:\program files\Mitel Networks\6110
CCM\ACD Manager\DataDirectory\NTBackup.log”
The following line appears twice in the proceeding text:
c:\program files\Mitel Networks\6110 CCM\ACD Manager\DataDirectory
(GLWWKLVOLQHLQERWKVSRWVWRUHIOHFWWKHORFDWLRQRI\RXU&&0GDWDGLUHFWRU\
'HFLGLQJKRZWRVFKHGXOHWKHEDFNXS
Two options are available, depending on what software is installed on the NT server. The Task Scheduler
application has a user interface (UI) and is easy to work with, but may not be installed on all NT servers.
The AT application is a command line based utility that is installed on all NT servers. prairieFyre
recommends you use the AT command as it is available on all NT servers.
To determine if Task Scheduler is available on your NT server, double-click the My Computer desktop
icon. If you see an entry for Scheduled Tasks then Task Scheduler is installed on the server.
Skip to "Scheduling the NT backup using Task Scheduler" if you decide to use Task Scheduler instead of
the AT command.
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6FKHGXOLQJWKH3)17%DFNXSEDWWRUXQHYHU\QLJKWXVLQJWKH$7FRPPDQG
To schedule the PFNTBackup.bat file to run:
&OLFN6WDUW !5XQGLDORJDQGW\SHFPG
&OLFN2.
7\SHWKHIROORZLQJFRPPDQGHQVXULQJWKDWWKHGLUHFWRU\SDWKDFFXUDWHO\UHIOHFWV
ZKHUHWKH$&'0DQDJHUGLUHFWRU\OLYHV<RXPXVWUHSODFH
ZLQGRZVBV\VWHPBGLUHFWRU\!ZLWK\RXUIXOO\TXDOLILHGZLQGRZVV\VWHPSDWK,QPRVW
FDVHVWKLVLVF?ZLQQW?V\VWHP
<windows_system_directory>\at 03:00 /every:M,T,W,Th,F,S,Su "c:\Mitel Networks\6110
CCM\ACD Manager\PFNTBackup.bat”
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NOTE: the Schedule Service will not be listed if you have the Task Scheduler installed.
To ensure the Scheduler Service is running with the proper credentials:
&OLFN6WDUW !6HWWLQJV !&RQWURO3DQHO !6HUYLFHVWRDFFHVVWKH6HUYLFHV0DQDJHU
6FUROODQGFOLFN6FKHGXOH6HUYLFH
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&OLFN2.
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Disregard this step if you scheduled the backup using the AT command.
To schedule the NT Backup using the Task Scheduler:
'RXEOHFOLFNWKH0\&RPSXWHUGHVNWRSLFRQ
'RXEOHFOLFNWKH6FKHGXOHG7DVNVLFRQ
'RXEOHFOLFN$GG6FKHGXOHG7DVN
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7\SHWKH$GPLQLVWUDWRUSDVVZRUGDQGFRQILUPLWLVFRUUHFW
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NOTE: It is critical that the administrator, or another qualified user, confirm that all backups are
completed as scheduled. Use the NT Backup utility found in the Administrative Tools folder to inspect the
contents of the tape.
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prairieFyre recommends you use at least five tapes in your tape rotation. Label the tapes Monday, Tuesday,
Wednesday, Thursday, and Friday. In an organization that does not work over the weekend, Friday’s backup
is overwritten with Saturday’s, and Saturday’s is overwritten with Sunday’s as you do not change the tape
over the weekend. Store the last used tape off site at a secure location.
Contact prairieFyre technical support at 613-599-0045 if you have any questions regarding backups.
If you followed all of the recommended backup procedures then you can expect the following sequence of
events to occur on a nightly basis.
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6RXUFH
2:OO A.M.
SQL database table growth check
prairieFyre Maintenance Service
(Users do not implement or
control this service. It is installed
during the 6110 CCM Setup.)
3:OO A.M.
Data files backup
NT backup
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Appendix A contains information on setting up a proxy server and using the Management Console
application.
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&RQVROH
There are two versions of the Management Console application: Management Console Enterprise and
Management Console Node. Call centers that have 6110 CCM Enterprise server software installed use
Management Console Enterprise. Call centers that do not have 6110 CCM Enterprise server software
installed use Management Console Node.
You use the Management Console application for troubleshooting problems, SQL database management,
and SQL database object inspection. You can verify the existence of all critical 6110 CCM Database
objects, change your IP address and comport settings, and back up and restore the 6110 CCM Database, or
critical portions of the database. You also use Management Console to configure multi-site monitoring and
reporting.
You start the Management Console program on the 6110 CCM Enterprise server. Before you start
Management Console you must log on to the Windows NT Server with an account that has administrative
privileges.
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To start Management Console:
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&OLFN6WDUW !3URJUDPV !0LWHO1HWZRUNV !SUDLULH)\UH0DQDJHPHQW&RQVROH
WRVWDUW0DQDJHPHQW&RQVROH
The following figure appears.
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Management Console consists of the System Settings, Enterprise/Nodes, and Database (Management
Console Enterprise version only) tabs. You use the System Settings and Enterprise tabs to change settings
in the registry. You use the Database tab to view 6110 CCM Database records and perform diagnostics.
Management Console has the following menus.
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The Reload System Settings command refreshes the values displayed on the System Settings tab.
The Force Collector Settings Reload command forces the main NT Enterprise Service on the 6110 CCM
Enterprise server to reinitialize the local Enterprise nodes.
The Force Node Synchronization command synchronizes the raw data from remote nodes (CENs) with the
data stored on the local hard drive of the 6110 CCM Enterprise server.
The Exit command quits Management Console.
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The Change SQL System Administrator Password command edits the default SQL Administrator
password.
The default SQL Administrator follow:
Username: sa
Password:
To change the default password
&OLFN'DWDEDVH !/RDG64/'DWDEDVHV
&OLFN&KDQJH&&0/RJLQ3DVVZRUG
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The Truncate SQL Transaction Log and Shrink Database Files command manually shrinks the transaction
logs and SQL database files on the 6110 CCM Enterprise server. This action is performed by the
prairieFyre Maintenance Service during the nightly maintenance routine.
The SQL transaction log is a critical part of the SQL Server. It is used for disaster recovery and up-to-thesecond restorations. If the SQL database transaction log reaches the 100 MB maximum without a backup
being done, then the SQL server will stop working. Therefore, ensure the prairieFyre Maintenance Service
is always enabled.
During the prairieFyre Maintenance Service nightly routine SQL writes a checkpoint into the transaction
log. The log marks a certain amount of space as available to ensure it operates continuously. The Truncate
and Shrink SQL Transaction Log function programmatically causes a checkpoint to be written into the log.
Although this function helps move 6110 CCM towards a zero-maintenance model, it is not a substitute for
implementing and following a regular backup plan.
The Re-Index Database Tables command manually re-indexes the SQL database tables. This action is
performed by the prairieFyre Maintenance Service during the nightly maintenance routine.
The Start SQL Server and Stop SQL Server commands manually stop and restart the SQL Server. These
actions are performed by the prairieFyre Maintenance Service during the nightly maintenance routine.
The Back Up YourSite Configuration command backs up the current programming in the YourSite
Database to a file in your Temp directory. The naming syntax is MMDDYYYY.sql.
The Restore YourSite Configuration command restores the YourSite Database to the time of your last
database backup.
The Back Up 6110 CCM Database command backs up the current 6110 CCM Database configuration to a
file in your Temp directory. The naming syntax is PFDB_BackupMMDDYYYY.bak.
The Restore 6110 CCM Database command restores the 6110 CCM Database to the time of your last
database backup. Call prairieFyre technical support at (613) 599-0045 before you restore the 6110 CCM
Database.
The Summarize Data command uploads historical data from the telephone system to the prairieFyre
Service and SQL database for a particular date range.
If you run a report and notice that data for a particular device is missing from the report output, verify the
device is programmed in the telephone system and in the YourSite Database. If you determine the device is
missing from the database, add it to the database and use the Summarize Data command to update the
prairieFyre Service and the SQL database with the complete raw telephone system data (stored on the local
hard drive). You can then produce reports on the device.
The Notify Realtime Clients command updates the SuperAdvisor, AgentAdvisor, Reporter, and Scheduled
Reports applications with any changes you make to the YourSite Database.
The Delete Data from Database command deletes all data files from the database tables.
NOTE: Ensure the prairieFyre Maintenance Service is always enabled. The SQL transaction log is a
critical part of the SQL Server. It is used for disaster recovery and up-to-the-second restorations. If the SQL
database transaction log reaches the 100 MB maximum without a backup being done, then the SQL server
will stop working.
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The Convert V2 6110 CCM Data Files to V2.5 command updates the raw 6110 CCM data files from
version 2 to version 2.5.
To update the raw data files:
&OLFN'DWDEDVH !,PSRUW9&&0'DWD)LOHVWR9
&OLFN0RYH)LOHVWRPRYHWKHVRXUFHGDWDIURPWKH'DWD'LUHFWRU\GLUHFWRU\WRWKH
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The Convert V5 Toolbox Database command exports your existing database to ACCESS and converts it to
a format 6110 CCM can use.
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To convert the database:
&OLFN'DWDEDVH !&RQYHUW97RROER['DWD
&OLFN%URZVHDQGVHOHFWWKHGLUHFWRU\KRXVLQJ\RXUH[LVWLQJGDWDEDVHGDWD
&OLFN&RQYHUWDQGFOLFN&ORVH
The Convert V5 Toolbox Text Files command converts your existing text files to a format 6110 CCM can
use.
To convert the text files:
&OLFN&RQYHUW97RROER[7H[W)LOHV
&OLFN0RYH)LOHVWRPRYHWKHVRXUFHGDWDIURPWKH'HVNWRSGLUHFWRU\WRWKH&&0
'HVNWRSGHVWLQDWLRQGLUHFWRU\
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The Convert V2 6110 CCM Database to V2.5 command updates the version 2 6110 CCM Database to
version 2.5.
To update the database:
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&OLFN&RQYHUWWRFRQYHUWWKHGDWDEDVHDQGXSGDWHDOOXVHUVDQGVFKHGXOHV
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The Contents and Index option provides access to the current Help file. The About option provides
Management Console licensing information.
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You must log on to the Windows NT Server with an account that has administrative privileges. You do not
need to log on a second time if you only want to change system settings, such as the wall sign comport
value. You do not need to log on to the SQL Server to back up or restore the YourSite Configuration
database: SQL Server uses your current credentials.
You must log on to the SQL Server to gain access to all database menu options.
To log on
• Click Database=>Load SQL Databases.
The first time you log on to the SQL Server, you use the following credentials:
Username: sa
Password:
To change the password
• Click Database=>Change SQL System Administrator Password.
Be sure to record the new password for your records. Do not disclose the password to anyone who does
not absolutely require it.
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You use the Database tab to view 6110 CCM Database objects and perform diagnostics. All objects are
read-only. The objects are comprised of tables, stored procedures, and database users.
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You can edit the following registry settings on the System Settings tab:
• Sign Comports
• HTTP Server
• Data Alarms Schedule
• Data Alarm Time Out Minutes
• Auto Restart Data Ports
• Low Disk Space Threshold (MB)
• Time Maintenance Manager (Maintenance Service nightly routine) Runs
• Stop and Start SQL Server Once During Maintenance
You click File=>Reload System Settings to refresh the values displayed on the System Settings tab.
(GLWLQJUHJLVWU\VHWWLQJV
NOTE: Your IP address can be found under Network Properties. When 6110 CCM is installed, the IP
address is automatically entered on the Management Console. If you subsequently change your IP address,
it will then be available on the Management Console in the drop-down list.
When 6110 CCM is installed, your port address is also automatically picked up. It is available by rightclicking the 6110 CCM Network Monitor in your system tray. A list appears. Select Node Information.
Your IP address and port address will appear.
The Enterprise default port is 5024. The local default port is 5400. The 3300 ICP default port for SMDR is
1752. The 3300 default port for real-time is 15373.
You can edit the following registry settings on the Enterprise/Nodes tab for local and remote nodes:
• IP address for the node
• IP port number for the node
• Switch type
• Site operates 24 hours a day option
• SMDR Comport setting
• ACD Comport setting
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You click Database=>Load SQL Databases to update the settings displayed on the Database tab.
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You click Database=>Back Up YourSite Configuration to back up the current programming in the YourSite
Configuration database to a file in your Temp directory. The naming syntax is MMDDYY.sql. If required,
you can later recover the YourSite Configuration data exclusively, rather than restoring the entire SQL
database.
This backup offers protection in case you program the database incorrectly, or a careless user reconfigures
it. prairieFyre recommends you perform this backup weekly, in addition to regular database maintenance.
(See “Setting up SQL database backups.”)
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You click Database=>Restore YourSite Configuration to restore the configuration database to the time of
your last database backup.
NOTE: Restoring the YourSite Configuration database deletes all current database table entries and
replaces them with the entries defined at the time of your last database backup. Any changes made to the
database in the interim are lost. Backing up the YourSite Configuration database also deletes all report
permissions defined for users in the Report Permissions component of YourSite.
%DFNLQJXSWKH&&0'DWDEDVH
You click Database=>Back Up 6110 CCM Database to back up the current 6110 CCM Database
configuration to a file in your Temp directory. The naming syntax is PFDB_BackupMMDDYY.bak. If
required, you can later recover the 6110 CCM Database information exclusively, rather than restoring the
entire SQL database.
You use this backup for disaster recovery. prairieFyre recommends you perform this backup weekly, in
addition to regular database maintenance. (See “Setting up SQL database backups.”)
5HVWRULQJWKH&&0'DWDEDVH
Clicking Database=>Restore 6110 CCM Database restores the configuration database to the time of your
last database backup.
NOTE: Call prairieFyre before you restore the 6110 CCM Database! Restoring the 6110 CCM Database
deletes the entire 6110 CCM Database, which is the core of the 6110 CCM application. After you restore
the database, you need to take further steps to re-type the telephone system data in the database.
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You can protect your 6110 CCM Enterprise server by putting it behind a firewall or proxy server. This note
explains how to get your 6110 CCM Enterprise server up and running from behind the Microsoft Proxy
Server 2.0. To set up other firewalls or proxy servers, please consult the manufacturer’s documentation.
Microsoft Proxy Server 2.0 uses reverse proxying to make a server behind it visible to the outside world.
The Proxy Server handles requests from all Internet and intranet users so there are some configuration
issues to deal with. In this example, we will assume that only the Proxy Server and the 6110 CCM
Enterprise server are involved, and not a third Web server.
Consider the following scenarios when you enable the 6110 CCM Enterprise server with Microsoft Proxy
Server:
• You do not have a Web server currently running on port 80.
• You have a Web server currently running on port 80.
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This section explains how to get your 6110 CCM Enterprise server working from behind the Microsoft
Proxy Server 2.0 when you do not currently have a Web server running on port 80. In this example
port 80 is used.
NOTE: All the following operations are performed on the 6110 CCM Enterprise server—not the Proxy
Server. Do not make any changes to the Proxy Server.
To get your 6110 CCM Enterprise server working from behind the Microsoft Proxy Server 2.0:
,QVWDOOWKH0LFURVRIW3UR[\&OLHQWRQWKH&&0(QWHUSULVHVHUYHU
&UHDWHDQHZILOHLQ1RWHSDGRUDQRWKHUWH[WHGLWRUDQGW\SHWKHIROORZLQJLQIRUPDWLRQ
[INETINFO]
ServerBindTcpPorts=80
KillOldSession=1
Persistent=1
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This instructs the Proxy Server to forward any requests on port 80 to the 6110 CCM Web Server.
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LQIRUPDWLRQ
[PFMainSrvr]
ServerBindTcpPorts=5024
KillOldSession=1
Persistent=1
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This instructs the Proxy Server to forward any requests on port 5024 to the prairieFyre Service that
communicates with the telephone system.
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The WWW variable Application.Value (“IPADDRESS”) normally holds the IP address of the 6110 CCM
Enterprise server. However, because the 6110 CCM Enterprise server is behind the Proxy Server direct
communication with the 6110 CCM Enterprise server is not allowed. By changing the IP address to that of
the Proxy, you are telling the 6110 CCM SuperAdvisor to connect to the 6110 CCM Enterprise server via
the Proxy Server.
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You must change the desktop 6110 CCM icon properties to reflect the proper URL.
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You must select a port number that is not currently in use on your network. In this example port 81 is used.
If your company already has a Web server behind the Proxy Server on port 81, you must change the port
that the prairieFyre WWW Server uses to something other than 81. You can't have more than one system
trying to listen on the same port.
NOTE: All the following operations are performed on the 6110 CCM Enterprise server—not the Proxy
Server. Do not make any changes to the Proxy Server.
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To change the port number:
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[INETINFO]
ServerBindTcpPorts=81
KillOldSession=1
Persistent=1
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This instructs the Proxy Server to forward any requests on port 81 to the 6110 CCM Web Server.
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[PFMainSrvr]
ServerBindTcpPorts=5024
KillOldSession=1
Persistent=1
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The WWW variable Application.Value (“IPADDRESS”) normally holds the IP address of the 6110 CCM
Enterprise server. However, because the 6110 CCM Enterprise server is behind the Proxy Server direct
communication with the 6110 CCM Enterprise server is not allowed. By changing the IP address to that of
the Proxy, you are telling the 6110 CCM SuperAdvisor to connect to the 6110 CCM Enterprise server via
the Proxy Server.
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&&0?&RPPRQ?+7736HUYHUIURPKWWSSUDLULH)\UHBVHUYHUB,3BDGGUHVV!WRKWWS
SUR[\BVHUYHUBH[WHUQDOB,3BDGGUHVV!
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You must change the desktop 6110 CCM icon properties to reflect the proper URL.
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Internal clients wishing to the access the 6110 CCM Web site must use http://
prairiefyre_server_ip_address:81/6110 CCM as the URL for the site.
External clients must use http://proxy_server_external_ip_address:81/6110 CCM to connect to the site.
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One additional change must be made to the Internet Explorer configuration on the 6110 CCM Enterprise
server and on all client computers that need to access the 6110 CCM Web site.
To change the Automatically Detect Settings option:
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If Internet Explorer 5.5 is not installed then use the 6110 CCM CD to install it. It is a minimum requirement
for 6110 CCM.
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Ensure that only the Automatically Detect Settings option is checked.
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External clients who connect to the Internet using a corporate Internet connection or a private ISP Internet
connection will not be able to access the 6110 CCM Web site if the Internet provider is also running a proxy
server.
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The following section describes the sub-directories InstallShield creates on your computer and the
operations InstallShield performs in addition to copying files and registering COM components.
1. During the 6110 CCM installation, InstallShield sets up a sub-directory on C:\Program Files called
InstallShield Installation Information. It has a series of sub-directories that are Globally Unique Identifiers
(GUID), such as C:\Program Files\InstallShield Installation Information\{C412DA82-AA07-4B2B94DA-2D00E97C3DDD}.
Every installation you build, such as the 6110 CCM NT Server installation or the Client Download
installation, has a unique number generated at the time the installation script is built. The sub-directories
contain the actual installation script that is run after a successful installation. For example, if you start the
Control Panel Add/Remove Programs utility and double-click a particular 6110 CCM software
component to remove it, UNInstallShield locates the sub-directory on the hard drive (that contains the
script for the software component) and removes it. The setup.ini file in the subdirectory contains the name
of the application associated with the directory and GUID.
2. InstallShield creates an entry in the registry (HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Uninstall) that has the GUID number mentioned in step 1. This is the key that the
Add/Remove Programs utility uses to indicate what software is installed on the computer. When you double-click the Add/Remove Programs icon this key tells Windows NT where to find the software that can
do the Modify, Repair, or Remove sequence for the installed application. The Display name sub-key has
the name of the prairieFyre installation associated with the GUID.
3. InstallShield builds a series of registry keys under HKEY_LOCAL_MACHINE\Softare\Mitel Networks that register all versions of each of the 6110 CCM application downloads, such as the 6110 CCM
NT Server application download, and the 6110 CCM Client Excel Template download. If you install a
newer version of the software without removing the previous version, you will see multiple installation
versions under the program key.
When you use Control Panel to modify or repair an application, you must place the original installation
CD into the CD-ROM drive that was used in the original installation. In addition to locating the
InstallShield script, the NT installation requires components to be in their original locations for the
Modify and Repair functions to do a re-installation. If you are only removing an application, you do not
need the original CD.
If InstallShield appears to be messed up from a failed installation, delete the sub-directory for its GUID,
delete the Registry un-install key for its GUID, and delete the version key for the application as outlined
in step 3.
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You can determine if software is installed on the computer, and what version it is from the registry keys
found under HKEY_LOCAL_MACHINE\Software\Mitel Networks\6110 CCM. Under this key there are
items such as ClientDownloadVersion=2.00.009 and ClientDownloadDirectory=C:\Program Files. Each
installation has two keys: one key specifies the location where the software was last installed; the other
key specifies the current version of the software. If the software component is removed the version tag is
deleted. The directory tag remains to allow you to re-install to the same location.
NOTE: On installation, you must have WRITE access to the hive of the registry key. When running any
6110 CCM application you must be running under an account that can READ this hive.
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The MDR call costing application relies on the SMDR data stream. Traditionally, the setup required a black
box splitter to split the SMDR stream from the Mitel Call Server into two paths: a path feeding the MDR
call accounting application and a path feeding 6110 CCM. The following figure illustrates the setup.
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With the optional 6110 CCM-MDR integration, 6110 CCM provides the MDR call costing application with
the SMDR data stream. The SMDR stream travels directly to 6110 CCM and 6110 CCM buffers the SMDR
(CDR - Call Detail Records) data on the hard drive. This data is retrieved by the Millennium TBS software.
6110 CCM synchronizes SMDR with MDR over TCP/IP through a specific port. The following figure
illustrates the setup.
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When 6110 CCM and MDRA integrate properly, a CDR (Call Detail Reporting) file is created in the local
machine, (for example, PFMDRGetSMDR (“216.221.220.55”, 5400, 10, “C:\MDR\SCRIPT”,
“CyberACDout.CDR”, 1, TRUE), where 216.221.220.55 is the IP address, 5400 is the IP port, 10 is the
TimeOut, C:\MDR\SCRIPT is the FilePath, CyberACDout.CDR is the FileName, 1 is the Mode, and TRUE
is the CreateLog.
For the 6110 CCM and the MDR to integrate properly, you must ensure Millennium TBS is able to retrieve
data, set up the MDR Collector, and enable buffering.
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With two specific .dll files copied to the MDR\Execs directory, 6110 CCM can retrieve data.
• Ensure Dunzip32.dll and PFMDR.dll are in the MDR\Execs directory.
MDR should automatically install these files. If they were not installed, see your MDR documentation.
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NOTE: The IP port is configurable. The default IP port is 5400 on the primary node, and is defined in the
prairieFyre Management Console.
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For example, type “216.221.220.219:5400.”
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With buffering enabled, 6110 CCM can send the CDR to MDR.
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An Enable MDR SMDR Buffering window appears.
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