Server Installation and Configuration Guide

Server Installation and Configuration Guide
akkadian Console Operator Server
Version 1.0 - Installation and Configuration Guide
Copyright and Trademarks:
I. Copyright:
This website and its content is copyright © 2016 Akkadian Labs, LLC. All rights
reserved.
Except with the prior written permission of Akkadian Labs, LLC, any redistribution or
reproduction of part or all of the contents of this website, including the redistribution
or reproduction of any documentation or other materials downloaded from this
website, in any form and in any media, is prohibited.
II. Trademarks:
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this website, whether registered or not, are the property of Akkadian Labs, LLC and
may not be used or reproduced without the prior written permission of Akkadian Labs,
LLC.
aCO UG 10/06/2016 0001 ©
For the most current version of this user guide, please use the following link:
http://www.akkadianlabs.com/aco/
Section 1 - System Requirements ...............................................................................................3
1.1
- System Requirements .................................................................................................3
1.2 – Console Operator Requirements .....................................................................................3
Section 2.0 – Installing akkadian Console Operator Server ...........................................................4
Section 3.0 – aCO Server System Configuration ..........................................................................7
3.1 – Logging in to the akkadian Console Operator Server ........................................................7
3.2 – Configuring LDAP Authentication ....................................................................................8
3.3 – Configuring the Mail Server ............................................................................................8
3.4 – Managing Admin Users ..................................................................................................9
3.5 – Configuring FTP........................................................................................................... 10
3.5 – Configuring Backup and Restore ................................................................................... 11
3.6 – System Update ............................................................................................................ 11
3.7 – Reports ....................................................................................................................... 12
Section 4.0 – aCO Server Console Management ........................................................................ 13
4.1 – Applications Versions ................................................................................................... 13
4.2 – Speed Dials ................................................................................................................. 14
4.3 – Configurations ............................................................................................................. 15
4.4 – Groups........................................................................................................................ 24
4.5 – Operators ................................................................................................................... 25
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Section 1 - System Requirements
1.1 - System Requirements
Hardware requirements of the akkadian Console Operator Server are:
 2 GHz Intel or AMD CPU
 4 GB or greater RAM
 20.0 GB disk space
 100 Mbps network card
 Windows 2008R2 & 2012R2
 The Console Server requires IIS 7 or higher, which should be installed and configured prior
to the installation process.
 akkadian Console Operator Server is supported in virtual environments
NOTE: Before you begin the installation process, ensure no other services are running on
TCP port 80 or 443.
1.2 – Console Operator Requirements

Console Operator Server is compatible with aCO client version of 4.2 and above.
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Section 2.0 – Installing akkadian Console Operator Server
To install akkadian Console Operator Server:
1. Launch the aCO Server Setup executable
2. Click Next to continue
3. On the next page, it will list all prerequisite applications.
Note* kb/980368 is only required if using Windows Server 2008 R2.
4. Once all the pre-requisite applications are installed and verified, the aCO Server Setup will
proceed.
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5. Read and accept the End-User License Agreement (EULA)
6. Specify the location folder where ACO Server is installed and click Next.
7. When the aCO Server installation is complete, click Run aCO Server to access the server in
the local web browser or access the server from a remote computer by going to
https://{server name or IP address}
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Section 3.0 – aCO Server System Configuration
After completing the installation, Akkadian Console Server requires some basic
configuration before consoles can connect to the server. This section will guide you through the
configuration process of configuring the system components in the System Management section of
aCO Server.
3.1 – Logging in to the akkadian Console Operator Server
To log in to the server:
1. In a browser go to HTTPS://{Server IP or NAME}/
2. Log on using the default credentials:
Default Username: admin
Default Password: admin
After logging in, we advise to change the password for Admin user; otherwise proceed to
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3.2 – Configuring LDAP Authentication
aCO Server supports LDAP authentication for admin users and additionally can support multiple
LDAP authentication sources.
To configure LDAP:
1. Go to System Management  LDAP
2. Click Add to configure a new LDAP source.
3. Configure appropriate settings for your LDAP source and click Save
4. To configure additional LDAP authentication sources, repeat steps 1-3.
3.3 – Configuring the Mail Server
ACO Server supports password resets via email for locally authenticated admin users. In order for
the system to be able to send emails, aCO mail server settings must be configured.
To configure the Mail Server:
1. Go to System Management  Mail Server
2. Configure the Mail Server settings for your environment and click Save.
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3.4 – Managing Admin Users
The Console Server installs with a built-in admin account with full administrative access. This
account cannot be deleted and only supports local authentication. The Console Server supports
creating additional admin users which support either local or LDAP authentication.
To Create Admin Users:
1. Go to System Management  Admin Users
2. Click Add to configure a new Admin user.
3. Select the appropriate User Type. For LDAP authentication, select LDAP followed by the
appropriate LDAP source.
4. Configure the remaining settings for the Admin user and click Save.
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3.5 – Configuring FTP
aCO Server can backup automatically to multiple remote FTP servers. To configure remote backup,
at least one FTP server must be configured.
To configure an FTP Server:
1. Go to System Management  FTP Servers
2. Click Add to configure a new FTP server.
3. Configure the FTP server settings appropriate to your environment and click Add.
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3.5 – Configuring Backup and Restore
Backup and Restore provides the ability to backup or restore an aCO Server configuration. Backups can be
run manually to the local server or scheduled to backup to a remote FTP server.
To configure a Backup Schedule:
1. Go to System Management  Backup and Restore
2. Select the Backup Schedule tab.
3. Click Add to configure a new backup schedule.
4. Configure the desired backup schedule and click Save.
3.6 – System Update
System Update provides the ability for aCO Server to be updated through the Web interface.
To run System Update:
1. Go to System Management  System Update
2. If an update is available, the Update Available message will appear.
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(As of now the UPDATE AVAILABLE redirects you to our site…We need to update this.)
3.7 – Reports
The reports section displays three default metrics: Client Application Version, Operators Online,
and Operators.
To access Reports:
1. Go to System Management  Reports
2. Click “view report” on the desired report to view the report data.
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Section 4.0 – aCO Server Console Management
The Console Management is used to configure and manage Console Operators. Console
Management provides the following functions:





Application Versions – upload aCO client software for console upgrades
Speed Dials – Create speed dial groups which can be published to consoles
Configurations – Create and manage console configurations
Groups – Create console operator management groups
Operators – Create and assign operators to groups
4.1 – Applications Versions
The Applications Version feature will allow you to control what aCO version is running by
publishing Application Versions using Groups. Client Versions will allow easier version management
and will provide more flexibility to manage upgrades.
To add Application Versions:
1. Go to Console Management  Application Versions
2. Click Add to configure a new Application Version.
3. Provide a name, description and upload the desired aCO version for the Application Version
and click Save.
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4. Repeat the process for additional aCO Application Versions.
4.2 – Speed Dials
The Speed Dial feature provides the ability to create speed dial groups which can published to aCO
groups. Speed Dial groups are populated by uploading CSV files. When speed dials are published
to aCO groups, the speed dials will automatically be visible to all operators within that group.
Multiple speed dial groups may be published to operator groups. These speed dial groups cannot
be updated via the console and can only be updated on the aCO Server.
To add Speed Dials
1. Go to Console Management  Speed Dials
2. Click Add to configure a new Speed Dial Group.
3. Download the Speed Dial CSV template by clicking “Download Template”
4. Populate the CSV template with your speed dial entries. The ‘Display Name’, ‘Name’ and
‘Number’ are all required fields.
5. Provide a Speed Dial Group name, description and upload the CSV containing the speed dial
entries. When finished, click Save.
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4.3 – Configurations
Configurations are used to apply configuration settings to aCO groups.
To add a new Configuration:
1. Go to Console Management  Configurations
2. Click Add to add a new Configuration.
3. Enter a Name and Description for the configuration.
4. Enter the Console Options password. This password is used to protect the local console
configuration.
5. Enter the Cisco Communications Manager JTAPI information as shown below. You will need
to validate the settings before they can be saved.
Server 1
Server 2
Server 3
Application Username
Application Password
Primary CM Server (Required)
Secondary CM Server (Optional)
Tertiary CM Server (Optional)
CM Application User for JTAPI
CM Application User Password
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6. Enter the Cisco Communications Manager AXL information as shown below. You will need to
validate the settings before they can be saved.
Server 1
Server 2
Server 3
Service Username
Service Password
Primary CM Server (Required)
Secondary CM Server (Optional)
Tertiary CM Server (Optional)
CM Application User for AXL
CM Application User Password
7. Optional – Configure the voicemail options as shown below.
Transfer Prefix
If applicable, enter or update a voice mail transfer
prefix
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Pilot Number
If applicable, enter or update a Voicemail Pilot
Number
Allowed Parking Partition
If desired, enter the name of the Parking Partition that the
attendant will have the ability to monitor. The name must
match the park DN partition in CUCM. If this field is left
blank, the attendant will see all parked calls.
Name of allowed partition(s) the attendant will have
access to search. Enter partitions names separated by
commas. aCO will only show directory entries contained in
the partitions list. If this field is left blank, the attendant
will see all partitions.
Allowed Partitions
8. aCO support multiple directory sources. By default, aCO uses CUCM as the directory source
and will pull in all the users and directory numbers based on the CUCM end user database.
aCO can also be configured to point to a local or remote CSV file or an LDAP source, such as
Active Directory.
Choose the aCO directory source and provide the necessary configuration:

Communications Manager – Default. No additional configuration required.

Comma Separated Value File (CSV) –
If you want to select a CSV as your Directory Source, please select CSV as
Directory Source. Be sure that if you are importing, the CSV format is correct.
You can download the CSV Template to verify.
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
Microsoft Active Directory (LDAP) - For LDAP, configure the options applicable to your
environment.
Authentication
Method
Connection String
LDAP Username
LDAP Password
Search Filter
Field Mapping
Choose the appropriate authentication method for your LDAP
source.
LDAP://{server name or IP} or LDAPS:// LDAP://{server name or IP}
Username required to authenticate with LDAP source
Password required to authenticate with LDAP source
Optional search filter to narrow LDAP sync results
LDAP bind attribute
9. Optional - Configure aCO Directory Rules to provide presence to directory number that do
not match the extension in Cisco Communications Manager. For example, a user’s
telephone number in the directory may be the full e.164, but the actual extension in CUCM
could be a shortened 5 digit extension. Directory Rules can be used to map the directory
number to the extension to provide valid presence status.
Name
Begins With
Length
Number of Front Digits to
Remove
Applied Prefix
Ignore Characters
Populate the Name filed with a descriptive name for the
dial rule.
Use this to specify which numbers the rule will apply to
by matching the starting digits from left to right.
Use this field to apply rules based on the length of the
number. All characters including dashes, plus signs and
numbers are counted in the length field.
Strip digits from a number matched by a Dial Rule.
Digits are removed from left to right.
Populate this field to prefix digits on numbers matching
a Dial Rule. The Applied Prefix occurs subsequent to
the Digits Removed function.
Populate to remove certain characters from a number.
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Remove non-digit characters
To strip all non-numeric characters from a number.
This must be applied if your telephone numbers
contain non-numeric characters or the dial rules may
not function properly.
10. Optional - Configure aCO Dial Rules to manipulate numbers dialed using the console.
11. Optional - Configure aCO Dial Rules to manipulate numbers dialed using the console.
Name
Begins With
Length
Number of Front Digits to
Remove
Applied Prefix
Ignore Characters
Remove non-digit characters
Populate the Name filed with a descriptive name for the
dial rule.
Use this to specify which numbers the rule will apply to
by matching the starting digits from left to right.
Use this field to apply rules based on the length of the
number. All characters including dashes, plus signs and
numbers are counted in the length field.
Strip digits from a number matched by a Dial Rule.
Digits are removed from left to right.
Populate this field to prefix digits on numbers matching
a Dial Rule. The Applied Prefix occurs subsequent to
the Digits Removed function.
Populate to remove certain characters from a number.
To strip all non-numeric characters from a number.
This must be applied if your telephone numbers
contain non-numeric characters or the dial rules may
not function properly.
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12. Optional – Configure integration into Microsoft Exchange Server to display a user’s
calendar status.
Exchange URL
URL to the current Exchange Server. The Exchange URL
should reflect the following format: https://exchmail.conteso.com/EWS/Exchange.asmx
Account Email
Service account with sufficient rights in Exchange to see
presence status.
Password
Enter the Exchange password
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Exchange Version
Available versions of the Exchange Server
13. Optional – Configure queuing to display CUCM Hunt Group statistics within aCO.
13.1 - ACO Server requires the following items to be configured for the queuing functionality
to operate:


CUCM 10x or Higher
In order to obtain queuing information, ACO server leverages the Cisco Real Time
Monitoring Tool (RTMT) service on call manager. To support the RTMT client, several
services/servlets need to be active and running on the server. Please refer Cisco
documentation for the current list of these services/servlets.
13.2 - Configure Queuing in Call Manager
1. Create a New CUCM Queue Monitor for Use with Akkadian Console Operator. Log
into CUCM using administrative access. Then browse the User Management 
Application User  Click Add New.
2. Configure Queue Service Settings. To successfully configure Queues, a Hunt Group
must have call queuing enabled in addition to the creation of an application user
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within Call Manager under Standard CUCM Admin Users and the Standard
Real-time and Trace Collection Groups. Please fill out the following fields for
Queues.
Service URL
URL to the current CUCM server. The server URL should reflect
the following format:
https://CUCM IP Address/perfmonservice/services/PerfmonPort
Username
Password
Hunt Pilot
Numbers
Enter the application username created in Call Manager
Enter the application password created in Call Manager
User the pilot numbers configured in Call Manager
Note: Akkadian Console Operator does not validate the hunt pilot numbers; please ensure the
hunt pilot numbers entered are valid within CUCM, as accurate information will only display with
valid pilot numbers.
14. Optional – Configure the Console Parameters
These settings allow you to customize the configuration for each individually installed console
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AXL Request Chunk Size:
System parameter. The amount of returned
rows per one AXL request; for example: if
the chunk size is 100 and response
contains 240 rows, the application receives
3 responses: 100 rows + 100 rows + 40
rows.
Displayed Speed Dials Limit:
Maximal amount of speed dial items in one
speed dial pane.
Displayed Directories Limit:
Maximal amount of directory items in the
directory dial pane.
Displayed Call History Limit
Maximal amount of call history items in the
call history pane.
Parked Call Warning After (Sec)
Time span before the parked call's highlight
becomes yellow.
Parked Call Error After (Sec)
Time span before the parked call's highlight
becomes red.
Notes Retention Time (Sec)
When expired this timer will remove notes from
parked calls and active calls
This controls when the warning color is
displayed for call on hold (orange)
This controls when the warning color is
displayed for call on hold (red)
Places the aCO application to the forefront
when a call is made to any monitored line.
Call Hold Time Warning After (Sec)
Call Hold Time Error After (Sec)
Application Auto-Focus:
Enable Debug Logging
Enable Reporting Information
ACO client will be running in Debug Mode
Enables reporting data upload to the aCO
Server
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4.4 – Groups
Groups are used to apply commons settings to groups of consoles. The following options are
deployed using Groups:



Applications Versions
Speed Dials
Configurations
To add a new Group:
1. Go to Console Management  Groups
2. Click Add to add a new Group.
3. Enter the required information as shown below and click Save.
Name
Description
Choose Configuration
Choose Client Version
Choose Speed Dials
Enter a name for the Group.
Enter a description for the Group
Choose the Configuration to be applied to the Group.
Optional – Choose the client version to be applied to the
Group. Any client not running this version will be
prompted to upgrade.
Optional – Choose the Speed Dial(s) to be applied to the
Group.
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4.5 – Operators
The Operators section is where you define console operators and assign them to an aCO server
Group. Please note that the console operators User ID will be used to authenticate against Cisco
Communications Manager, so it must match an existing end user in CUCM.
To add a new Operator:
1. Go to Console Management  Operators
2. Click Add to add a new Operator.
3. Enter the required information as shown below and click Save.
Choose Group
User ID
First Name
Last Name
Description
Extension
Choose Device
Select the Group to which the operator will belong.
Search and select the operator’s User ID from CUCM.
Enter the operator’s first name.
Enter the operator’s last name.
Enter a description for the operator.
Search and select the operator’s extension from CUCM.
Select the device for the operator to control.
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