(formerly Nortel) Contact Center Manager Server 7.0

(formerly Nortel) Contact Center Manager Server 7.0
Avaya Solution & Interoperability Test Lab
Application Notes for Symmetrics nVISION Data Mart with
Avaya (formerly Nortel) Contact Center Manager Server 7.0
– Issue 1.0
Abstract
These Application Notes describe the configuration steps required for Symmetrics nVISION
Data Mart 1.8 to interoperate with Avaya (formerly Nortel) Contact Center Manger Server 7.0.
nVISION Data Mart 1.8 is a centralized data repository that is used to store and consolidate
data from Avaya Contact Center Manager Server.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions with Symmetrics. Testing was conducted via
DevConnect at the Avaya Solution and Interoperability Test Lab.
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
1 of 14
nVisionDataMart
1. Introduction
These Application Notes describe the configuration steps required for Symmetrics nVISION
Data mart to interoperate with Avaya (formerly Nortel) Contact Center Manager Server
(CCMS). Symmetric‟s nVISION Data Mart provides customers a data abstraction layer for
advanced reporting/analytic capabilities and true ownership of their data. Owning the data
enables the enterprise to accurately measure and answer the necessary questions to improve their
business. Additionally, the nVISION Data Mart solution offloads the data from the CCMS,
allowing call routing and pegging to be the focus of the Automatic Call Distribution and
reducing the chance for data locks and resulting performance bogs due to direct querying of the
source system.
1.1. Interoperability Compliance Testing
The interoperability compliance testing focused on verifying Symmetrics nVISION Data Mart
for the following on both Historical and Contact data:
Connectivity
 Validate CCMS connectivity configuration for nVISION historic data integration
Functionality
 Validate nVISION data target connectivity configuration for nVISION historic data
integration
 Validate nVISION initial set up process for historic data integration processes
 Validate nVISION batch process for historic data integration
 Validate retention period configuration for nVISION historic data mart
 Validate reload period configuration for nVISION historic data mart
 Validate batch max range configuration for nVISION historic data integration process
 Validate site on/off configuration for nVISION historic data integration process
 Validate logging process for nVISION historic data integration process
 Validate scheduling for historic data updates
Data

Validate nVISION historic data
1.2. Support
Technical support on Symmetrics nVISION Data Mart can be obtaining by contacting
Symmetrics directly at:
Address:
Symmetrics
1050 West Pender St. • Suite 2200
Vancouver, BC V6E 3S7
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
2 of 14
nVisionDataMart
Email: support@symmetrics.com
Website: www.symmetrics.com
Phone: 604.688.0882
2. Reference Configuration
Symmetrics nVISION Data Mart is designed to run sql commands through JDBC interface to the
Contact Center Manager Server Cache Database and retrieve data. This data is then stored on
the Symmetrics nVISION Data Mart server.
Figure 1: Reference Configuration
These application notes assume that Communication Server Release 6.0, Contact Center
Manager Server 7.0, Contact Center Server Utility 7.0 and Contact Center Manager
Administrator 7.0 are already installed and basic configuration steps have been performed. Only
steps relevant to Access Class and User creation on Contact Center Server Utility 7.0 will be
described in this document. For further details on configuration steps not covered in this
document, consult the appropriate document in Section 10.
 Avaya Contact Center Manager Server should be running Release 7.0 or higher. The
sample data should contain multiple records for each historical data interval. All
historical statistics should be pegging on the test server, to include historical and
contact data.
o Interval data – Views prefixed with “i” should cover two days worth of data
o Daily data – Views prefixed with “d” should cover one week‟s worth of data
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
3 of 14
nVisionDataMart
o Weekly data – Views prefixed with a “w” should cover one month‟s worth of
data
o Monthly data – Views prefixed with an “m” should cover two month‟s worth of
data o Contact (call by call) data – At least two days should be populated. Calls should
be subjected to all conditions, i.e.: placed on hold, multiple holds per call,
transferred internally and externally, DN calls, abandon calls before entering
queue, etc.

Symmetrics nVISION Data Mart requires a dedicated Windows Server with a
complete installation of SQL Server 2005 and network connectivity to the CCMS 7.0
servers. The CCMA 7.0 client should be able to access the CCMS servers. Crystal
Reports Professional is also required and needs to be the same version as required by
CCMS 7.0 (or equivalent scenario to report against source CCMS database to
compare to DM-based data). iSQL, TSQL or similar console or utility scripts are
required for executing SQL statements.
3. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Hardware Component
Software version
Windows 2003Server
Contact Center Manager Server 7.0 (with
Standard Edition
Server Utility) – SU_02/SUS_0201
Windows 2003 Server
Contact Center Manager Administrator 7.0 –
SU_02/SUS_0201
nVision DataMart 1.8 (co-resident with Crystal
Reports Professional and iSQL, TSQL or
similar console to run sql queries)
Release 6.0
IP Softphone Release 2.0
Windows 2003 Server
Communication Server
i2050
4. Configure Avaya Communication Server
No special configuration is required on Communication Server Release 6.0.
Any phones currently supported by Contact Center Manager Server 7.0 can be used to collect
reports. For the purpose of this compliance testing i2050 IP Softphones were used.
5. Configure Avaya Contact Center Manager Server 7.0
The compliance test environment consisted of a Contact Center Manger Server 7.0 server with
historical data base populated with call data. Call data was generated by running normal skillset
based routing calls through the Contact Center Manager Server 7.0.
This section describes a procedure for setting up:
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
4 of 14
nVisionDataMart


A new Access Class on Contact Center Server Utility
A new user in Contact Center Manager
Configuration in the following sections is only for the fields where a value needs to be entered or
modified. Default values are used for all other fields.
5.1. Access Class
A new Access Class (for example named Developer RTDRSM) was created on Contact Center
Server Utility.
To create the access class, on the Contact Center Utility Server navigate to Programs  Nortel
Contact Center  Server Utility  Server Utility.
In Contact Center Manager Server Utility, go to Access Classes by double clicking on “Access
Classes”:
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
5 of 14
nVisionDataMart
To create new Access Class, select New from the File menu:
In the General tab, enter a descriptive name. For the sample configuration DeveloperRTDRSM
was entered.
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
6 of 14
nVisionDataMart
In the Access tab, select the following permissions:
Item in system window
Real-Time Displays
Reports – Others
Level of Access
View all agents – create displays
Create and run any report
The screens below show the steps to grant the above permissions.
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
7 of 14
nVisionDataMart
5.2. New User
To create the new users, on the Contact Center Utility Server navigate to Programs  Nortel
Contact Center  Server Utility  Server Utility.
To create a new user on Contact Center Manager server, choose “Users” from Server Utility,
then File New on Users menu.
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
8 of 14
nVisionDataMart
In the general tab, enter user information:
In Desktop tab, set userID and select the Access Class created in Section 5.1.
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
9 of 14
nVisionDataMart
Click “Save” to save the new user.
The above user login was used by nVISION Data Mart to obtain Realtime data from CCMS.
Historical data was generated by running voice traffic on the system over the course of a couple
of weeks. User „webadmin‟ (default user) on Contact Center Manager Administrator
6. Configure Symmetrics nVision DataMart 1.8
Symmetrics nVISION Data Mart uses xml files for configuration and data extraction. As such
these files need to be edited to suit the specific environment. The following sections provide
details on the configuration xml files.
6.1. Historical ETL Configuration
Open file “hist_config.xml” from folder x:\nvision\config in notepad or WordPad to edit
contents. The site configuration node needs to be created in the configuration XML for each site
and interval that is going to be integrated into Symmetrics nVISION Data Mart.
The specific entries related to connectivity to the Contact Center Manager Server are:
site_verision: Version of CCMS software
conn_server: server name or IP address
conn_type: Server database vender for Contact Center Manager Server (for CCMS 7.0, entry
will be CACHE)
conn_database: CCMS database name (CCMS_STAT)
conn_port: 1972
conn_username: CCMS database user name as configured in Section 5.2
conn_password: CCMS database user password
conn_jdbcurl: jdbc:Cache:\\IPAddress:1972/CCMS_STAT
conn_driver: com.intersys.jdbc.CacheDriver
6.2. Call By Call ETL Configuration
Open file “cbc_config.xml” from folder x:\nvision\config in notepad or WordPad to edit
contents. The site configuration node needs to be created in the configuration XML for each site
and interval that is going to be integrated into Symmetrics nVISION Data Mart.
The specific entries related to connectivity to the Contact Center Manager Server are:
site_name: CCMS site name
site_db: CCMS site name
site_version: Version of CCMS software
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
10 of 14
nVisionDataMart
conn_server: server name or IP address
conn_type: Server database vender for Contact Center Manager Server (for CCMS 7.0, entry
will be CACHE)
conn_database: CCMS database name (CCMS_STAT)
conn_port: 1972
conn_username: CCMS database user name as configured in Section 5.2
conn_password: CCMS database user password
conn_jdbcurl: jdbc:Cache:\\IPAddress:1972/CCMS_STAT
conn_driver: com.intersys.jdbc.CacheDriver
6.3. Contact ETL Configuration
Open file “contact_config.xml” from folder x:\nvision\config in notepad or WordPad to edit
contents. The site configuration node needs to be created in the configuration XML for each site
and interval that is going to be integrated into Symmetrics nVISION Data Mart.
The specific entries related to connectivity to the Contact Center Manager Server are:
site_name: CCMS site name
site_version: Version of CCMS software
conn_username: CCMS database user name as configured in Section 5.2
conn_password: CCMS database user password
conn_jdbcurl: jdbc:Cache:\\IPAddress:1972/CCMS_STAT
conn_driver: com.intersys.jdbc.CacheDriver
6.4. nVISION Data Mart Data Objects
The following sections detail the initialization steps need to create the data objects that are
needed to store the retrieved data from the Contact Center Manager Server.
6.4.1. Historical data objects
Open file “hist_init.bat” from folder x:\nvision\batch\hist in notepad or WordPad to edit
contents. Update the first line “SET NVISION_HOME” to reference the home folder of the
nVISION Data Mart install. From command window, navigate to “x:\nvision\batch\hist”. Run
“Start hist_init.bat”
6.4.2. Call By Call objects
Open file “cbc_init.bat” from folder x:\nvision\batch\cbc in notepad or WordPad to edit
contents. Update the first line “SET NVISION_HOME” to reference the home folder of the
nVISION Data Mart install. From command window, navigate to “x:\nvision\batch\cbc”. Run
“Start cbc_init.bat”
6.4.3. Contact objects
Open file “contact_init.bat” from folder x:\nvision\batch\contact in notepad or WordPad to
edit contents. Update the first line “SET NVISION_HOME” to reference the home folder of the
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
11 of 14
nVisionDataMart
nVISION Data Mart install. From command window, navigate to “x:\nvision\batch\contact”.
Run “Start contact_init.bat”
6.5. Data Retrieval by nVISION Data Mart
The following sections provide details on how to retrieve data from Contact Center Manager
Server server using nVISION Data Mart.
6.5.1. Historical data
Open file “hist_batch.bat” from folder x:\nvision\hist in notepad or WordPad to edit contents.
Update the first line “SET NVISION_HOME” to reference the home folder of the nVISION
Data Mart install. From command window, navigate to “x:\nvision\batch\hist”. Run “Start
hist_batch.bat x:\nvision\config\hist_config.xml”
6.5.2. Call By Call data
Open file “cbc_batch.bat” from folder x:\nvision\cbc in notepad or WordPad to edit contents.
Update the first line “SET NVISION_HOME” to reference the home folder of the nVISION
Data Mart install. From command window, navigate to “x:\nvision\batch\cbc”. Run “Start
hist_batch.bat x:\nvision\config\cbc_config.xml”
6.5.3. Contact data
Open file “contact_batch.bat” from folder x:\nvision\contact in notepad or WordPad to edit
contents. Update the first line “SET NVISION_HOME” to reference the home folder of the
nVISION Data Mart install. From command window, navigate to “x:\nvision\batch\contact”.
Run “Start hist_batch.bat x:\nvision\config\contact_config.xml”
7. General Test Approach and Test Results
Compliance Test bed was setup with historical data populated. Each test was run as described in
the test plan developed by Symmetrics. The test cases verified the correct configuration of the
nVision DataMart 1.8 connection to Contact Center Manager Server 7.0. The test cases also
verified the correct acquisition of data by nVision DataMart 1.8. No failures were observed.
8. Verification Steps
This section provides the tests that can be performed to verify the proper configuration of Avaya
Contact Center Manager Server 7.0 and Symmetrics nVISION Data Mart 1.8.
From command prompt navigate to x:\nvision\utilities. For Historical data: “run
configValidation.bat [x\nvision\config\hist_config.xml]”. For Call by call data: “run
configValidation.bat [x:\nvision\config\cbc_config.xml]”
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
12 of 14
nVisionDataMart
The log file config_validation.log located in x:\nvision\utilities folder should be reviewed for any
errors.
9. Conclusion
These Application Notes describe the configuration steps required for Symmetrics nVISION
Data Mart 1.8 to retrieve data from Avaya Contact Center Manager Server 7.0. All functional
test cases were completed successfully
10. Additional References
Avaya product documentation for Contact Center Manager Server can be found at
http://support.nortel.com/
The following documentation was provided by Symmetrics:
[1] nvision_user_guide.docx
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
13 of 14
nVisionDataMart
©2010
Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and
™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks
are the property of their respective owners. The information provided in these Application
Notes is subject to change without notice. The configurations, technical data, and
recommendations provided in these Application Notes are believed to be accurate and
dependable, but are presented without express or implied warranty. Users are responsible for
their application of any products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya
DevConnect Program at devconnect@avaya.com.
SK; Reviewed:
SPOC 6/21/2010
Solution & Interoperability Test Lab Application Notes
©2010 Avaya Inc. All Rights Reserved.
14 of 14
nVisionDataMart
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertising