Avaya Clients CMS Supervisor Installation and Getting Started

Avaya CMS Supervisor Clients

Installation and Getting Started

Release 18

August 2017

© 2017 Avaya Inc. All Rights Reserved.

Notice

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

Documentation disclaimer

"Documentation" means information published in varying mediums which may include product information, operating instructions and performance specifications that are generally made available to users of products.

Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of Documentation unless such modifications, additions, or deletions were performed by or on the express behalf of Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User.

Link disclaimer

Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or Documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages.

Warranty

Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition,

Avaya's standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: https://support.avaya.com/helpcenter/getGenericDetails?detailId=C200911201

12456651010 under the link "Warranty & Product Lifecycle" or such successor site as designated by Avaya. Please note that if You acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and

Canada, the warranty is provided to You by said Avaya Channel Partner and not by Avaya.

"Hosted Service" means an Avaya hosted service subscription that You acquire from either Avaya or an authorized Avaya Channel Partner (as applicable) and which is described further in Hosted SAS or other service description documentation regarding the applicable hosted service. If You purchase a Hosted Service subscription, the foregoing limited warranty may not apply but You may be entitled to support services in connection with the

Hosted Service as described further in your service description documents for the applicable Hosted Service. Contact Avaya or Avaya Channel Partner (as applicable) for more information.

Hosted Service

THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA HOSTED

SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL

PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED

SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE,

HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO UNDER THE LINK "Avaya

Terms of Use for Hosted Services" OR SUCH SUCCESSOR SITE AS

DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO

ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING

THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON

BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING

SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND

"END USER"), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING

THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY,

YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH

ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH

AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF

USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR

AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE.

Licenses

THE SOFTWARE LICENSE TERMS AVAILABLEON THE AVAYA WEBSITE,

HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO , UNDER THE LINK "AVAYA

SOFTWARE LICENSE TERMS (Avaya Products)" OR SUCH SUCCESSOR

SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO

DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE,

PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA

CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL

AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS

OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT

EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM

ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA

CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL

ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE

SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR

USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON

BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE

INSTALLING, DOWNLOADING OR USING THE SOFTWARE

(HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END

USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A

BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE

APPLICABLE AVAYA AFFILIATE ("AVAYA").

Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated

System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. " Software" means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated

Processor that hosts a software application to be accessed by multiple users.

"Instance" means a single copy of the Software executing at a particular time:

(i) on one physical machine; or (ii) on one deployed software virtual machine

("VM") or similar deployment.

License type(s)

Designated System(s) License (DS). End User may install and use each copy or an Instance of the Software only on a number of Designated

Processors up to the number indicated in the order. Avaya may require the

Designated Processor(s) to be identified in the order by type, serial number, feature key, Instance, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function

(e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the

Software. Units may be linked to a specific, identified Server or an Instance of the Software.

Named User License (NU). You may: (i) install and use each copy or Instance of the Software on a single Designated Processor or Server per authorized

Named User (defined below); or (ii) install and use each copy or Instance of the

Software on a Server so long as only authorized Named Users access and use the Software. "Named User," means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya's sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software.

Shrinkwrap License (SR). You may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickthrough" license accompanying or applicable to the Software ("Shrinkwrap License").

Heritage Nortel Software

"Heritage Nortel Software" means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December

2009. The Heritage Nortel Software is the software contained within the list of

Heritage Nortel Products located at https://support.avaya.com/LicenseInfo/ under the link "Heritage Nortel Products," or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice.

Copyright

Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole

or in part, including any code and software unless expressly authorized by

Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.

Virtualization

The following applies if the product is deployed on a virtual machine. Each product has its own ordering code and license types. Note that each Instance of a product must be separately licensed and ordered. For example, if the end user customer or Avaya Channel Partner would like to install two Instances of the same type of products, then two products of that type must be ordered.

Third party components

"Third Party Components" mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ("Third Party

Components"), which contain terms regarding the rights to use certain portions of the Software ("Third Party Terms"). As required, information regarding distributed Linux OS source code (for those products that have distributed

Linux OS source code) and identifying the copyright holders of the Third Party

Components and the Third Party Terms that apply is available in the products,

Documentation or on Avaya's website at: https://support.avaya.com/Copyright or such successor site as designated by

Avaya. The open source software license terms provided as Third Party

Terms are consistent with the license rights granted in these Software License

Terms, and may contain additional rights benefiting You, such as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components, to the extent that these Software License

Terms impose greater restrictions on You than the applicable Third Party

Terms.

The following applies if the H.264 (AVC) codec is distributed with the product.

THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO

LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES

IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE

VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO")

AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER

ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A

VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS

GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL

INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE

HTTP://WWW.MPEGLA.COM

.

Service Provider

THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER'S HOSTING

OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED

SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD

PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE

INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY

SUPPLIER. AN AVAYA CHANNEL PARTNER'S HOSTING OF AVAYA

PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF

THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY

SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE

OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO

INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT

THE AVAYA CHANNEL PARTNER'S EXPENSE, DIRECTLY FROM THE

APPLICABLE THIRD PARTY SUPPLIER.

WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS

HOSTING ANY PRODUCTS THAT USE OR EMBED THE G.729 CODEC,

H.264 CODEC, OR H.265 CODEC, THE AVAYA CHANNEL PARTNER

ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL PARTNER IS

RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES.

THE G.729 CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE

WWW.SIPRO.COM/CONTACT.HTML

. THE H.264 (AVC) CODEC IS

LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE

PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES

NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE

WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (II) DECODE AVC

VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A

PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO

PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS

GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL

INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE

OBTAINED FROM MPEG LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM

.

Compliance with Laws

You acknowledge and agree that it is Your responsibility for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used.

Preventing Toll Fraud

"Toll Fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if

Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Toll Fraud intervention

If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud

Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: https://support.avaya.com

, or such successor site as designated by Avaya.

Security Vulnerabilities

Information about Avaya's security support policies can be found in the

Security Policies and Support section of https://support.avaya.com/security

Suspected Avaya product security vulnerabilities are handled per the Avaya

Product Security Support Flow

( https://support.avaya.com/css/P8/documents/100161515 ).

Trademarks

The trademarks, logos and service marks ("Marks") displayed in this site, the

Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, its licensors, its suppliers, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the

Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party.

Avaya is a registered trademark of Avaya Inc.

All non-Avaya trademarks are the property of their respective owners.

Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.

Downloading Documentation

For the most current versions of Documentation, see the Avaya Support website: https://support.avaya.com

, or such successor site as designated by

Avaya.

Contact Avaya Support

See the Avaya Support website: https://support.avaya.com

for product or

Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: https://support.avaya.com

(or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

Contents

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Document changes since last issue . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Related resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Avaya Mentor videos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Documentation websites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 2: Introduction to Call Management System PC and Web clients . . . . . . . . .

What is CMS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

What is CMS Supervisor PC client . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

What is CMS Supervisor Web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Features not supported in CMS Supervisor Web R18. . . . . . . . . . . . . . . . . . .

CMS Supervisor PC Client and CMS Supervisor Web Comparison . . . . . . . . . . .

What is CMS Mobile Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 3: Getting started with CMS Supervisor Web . . . . . . . . . . . . . . . . . . . .

Signing in. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Accepting a security certificate when using IE 10 and IE 11 . . . . . . . . . . . . .

Accepting a security certificate when using Firefox . . . . . . . . . . . . . . . . .

Accepting a security certificate when using Safari . . . . . . . . . . . . . . . . . .

Exporting and importing a CMSWeb certificate in Internet Explorer. . . . . . . . .

Exporting the CMSWeb certificate . . . . . . . . . . . . . . . . . . . . . . . . .

Importing the CMSWeb certificate . . . . . . . . . . . . . . . . . . . . . . . . .

Adobe Flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Link status icons and Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Changing ACD and running reports . . . . . . . . . . . . . . . . . . . . . . . . . . . .

The Report Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Drill Down . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

26

27

Debugging CMS Supervisor Web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Debug settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Changing settings using the GUI . . . . . . . . . . . . . . . . . . . . . . . . . .

Changing settings using the userlog.properties file . . . . . . . . . . . . . . .

User level logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

28

28

28

25

25

25

26

21

21

22

23

23

24

21

22

22

17

17

18

15

15

15

16

11

12

12

12

14

14

11

11

11

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

5

Contents

Global level logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 4: Getting started with CMS Mobile Supervisor . . . . . . . . . . . . . . . . . . .

Prerequisites and requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CMS Mobile Supervisor app connection to the CMS server . . . . . . . . . . . . . . .

Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Verifying certificate installation and DNS server configuration . . . . . . . . . . .

Installing the application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Logging in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating a Skills view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Creating an Agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

34

34

Filtering and Drill Down . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Useful tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Short cut menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Real-time application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Miscellaneous information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

31

31

32

32

32

33

33

33

34

34

Chapter 5: Introducing CMS Supervisor PC client . . . . . . . . . . . . . . . . . . . . . .

About CMS Supervisor PC client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

What is new for this release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Number of CMS Supervisor PC client windows allowed . . . . . . . . . . . . . . .

Number of simultaneous instances allowed . . . . . . . . . . . . . . . . . . . . . .

Number of PCs allowed to run CMS Supervisor PC client . . . . . . . . . . . . . .

Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Reliability and availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Languages supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Installation support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Supported operating systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using current versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

What about non supported operating systems? . . . . . . . . . . . . . . . . . . .

About upgrades to Windows 7, Windows 8, or Windows 10 . . . . . . . . . . . . .

Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Required network, serial, or modem connections. . . . . . . . . . . . . . . . . . . . .

Network connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

37

38

38

39

39

40

37

37

38

38

40

41

41

41

42

42

42

43

43

6

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

Contents

Serial connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Modem connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 6: Installing CMS Supervisor PC client . . . . . . . . . . . . . . . . . . . . . . . .

Local installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Version upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Upgrading a previously-installed R18 version using a local installation . . . . . .

Upgrading from R15 and earlier . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Upgrading R16 through R17 using a local installation . . . . . . . . . . . . . . . .

Typical and custom installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Typical installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Custom installations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Installing CMS Supervisor PC client on a local PC from a disc . . . . . . . . . . . . .

Installing CMS Supervisor PC client on a local PC from the network . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Prepare the network directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Installing CMS Supervisor PC client on each PC . . . . . . . . . . . . . . . . . . .

What to do if the installation does not start automatically . . . . . . . . . . . . . . . .

CMS Supervisor PC client silent installation and uninstallation . . . . . . . . . . . . .

Adding, viewing and establishing connections to CMS R12/R13/R14 servers . . . . .

Chapter 7: Installing CMS Supervisor PC client with Citrix XenApp 6.0 and 6.5 . . . . . .

Installing the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Installing the CMS Supervisor PC client software . . . . . . . . . . . . . . . . . . .

Configuring the Citrix software for CMS Supervisor PC client . . . . . . . . . . . .

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring the Citrix software . . . . . . . . . . . . . . . . . . . . . . . . . . .

Enabling the application for the user. . . . . . . . . . . . . . . . . . . . . . . .

Launching the CMS Supervisor PC client application . . . . . . . . . . . . . . . . . . 58

Uninstalling the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Precautionary measures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Uninstalling the software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

59

59

59

Considerations when using Citrix XenApp . . . . . . . . . . . . . . . . . . . . . . . . 59

53

54

54

55

58

53

53

54

Chapter 8: Uninstalling CMS Supervisor PC client . . . . . . . . . . . . . . . . . . . . . .

CMS Supervisor PC client uninstall using the Microsoft Windows Add/Remove Programs wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CMS Supervisor PC client silent uninstall . . . . . . . . . . . . . . . . . . . . . . . . .

61

61

62

43

44

45

45

45

46

46

46

47

47

47

48

48

49

49

49

50

50

52

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

7

Contents

Chapter 9: Getting started with CMS Supervisor PC client . . . . . . . . . . . . . . . . . .

About CMS server connection settings . . . . . . . . . . . . . . . . . . . . . . . . . .

Connection options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Automatic and manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Open the CMS Supervisor PC client application . . . . . . . . . . . . . . . . . . . . .

Establish the connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Choose settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Establish network settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Establish serial settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Establish modem settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Establish SSH settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Log in to the CMS server for the first time . . . . . . . . . . . . . . . . . . . . . . . . . 68

Log in to the CMS server after the first time . . . . . . . . . . . . . . . . . . . . . . . . 69

Automatic login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Manual login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

70

71

Log off the CMS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Exit CMS Supervisor PC client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Change connection settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Close CMS Supervisor PC client windows. . . . . . . . . . . . . . . . . . . . . . . . .

71

72

72

73

63

63

63

64

64

64

65

66

67

67

68

Chapter 10: CMS operations in CMS Supervisor PC Client. . . . . . . . . . . . . . . . . .

About operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tasks on the Operations tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

How to get to the Operations tab . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Actions menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Action menu items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 11: Installing and using Terminal Emulator . . . . . . . . . . . . . . . . . . . . .

About Terminal Emulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Description of Terminal Emulator . . . . . . . . . . . . . . . . . . . . . . . . . . .

Installation information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Terminal Emulator main window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CMS main menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Title Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Terminal Emulator Function Keys . . . . . . . . . . . . . . . . . . . . . . . . . . .

79

79

80

80

81

81

81

81

82

75

75

75

75

76

76

76

77

8

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

Contents

Help Function Key (F1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Window Function Key (F2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Commands Function Key (F3) . . . . . . . . . . . . . . . . . . . . . . . . . . .

Keep Function Key (F4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Exit Function Key (F5) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Scroll Function Key (F6). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Current Function Key (F7). . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Main Menu Function Key (F8) . . . . . . . . . . . . . . . . . . . . . . . . . . . .

The Terminal Emulator window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Profile menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Edit menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Connection menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Reset menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Communications tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Connection descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

88

89

Network connection settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Serial and modem connection settings . . . . . . . . . . . . . . . . . . . . . . . .

89

90

87

87

88

84

85

86

83

83

83

84

84

82

82

82

Modem tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Modem Commands field descriptions . . . . . . . . . . . . . . . . . . . . . . . . .

Font tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Font Sizes field descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

92

92

92

92

90

91

91

91

Install Terminal Emulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Open Terminal Emulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Log in to CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Create profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

To stop the login process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Log in with more than four profiles. . . . . . . . . . . . . . . . . . . . . . . . . . .

93

94

94

94

Exit Terminal Emulator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Edit profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Delete profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Terminal Emulator messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Description of error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Description of information messages . . . . . . . . . . . . . . . . . . . . . . . . .

95

95

96

97

98

99

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

9

Contents

Resolve Terminal Emulator font problems . . . . . . . . . . . . . . . . . . . . . . . . .

Terminal Emulator silent install and uninstall . . . . . . . . . . . . . . . . . . . . . . .

99

99

Chapter 12: Installation and OS and hardware support of Network Reporting . . . . . . . 101

Installing Network Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Uninstalling Network Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Chapter 13: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

General troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Verify privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Verify swap files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Test operation of networking software . . . . . . . . . . . . . . . . . . . . . . . . . 104

Preserve CMS Supervisor PC client user profiles . . . . . . . . . . . . . . . . . . . 104

View the readme file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

PC shutdowns and operating system crashes . . . . . . . . . . . . . . . . . . . . . . 105

Resolve error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Installation messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Login error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Browse errors when logged into multiple CMS servers . . . . . . . . . . . . . . . . .

Find OCX and DLL incompatibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Resolve TCP/IP host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Check for serial or modem connection problems . . . . . . . . . . . . . . . . . . . . .

110

110

111

112

Appendix A: CMS Supervisor PC Client installed files . . . . . . . . . . . . . . . . . . . . 113

Appendix B: Displaying additional time zones using Supervisor . . . . . . . . . . . . . . 131

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

10

Avaya CMS Supervisor R18 Installation and Getting Started October 2016

Chapter 1: Introduction

Purpose

The document describes how to install and configure Avaya Call Management System (CMS)

Supervisor.

Intended audience

This document is intended for implementation engineers and system administrators who will install the CMS Supervisor Release 18 software for use with CMS.

Document changes since last issue

The following change has been made to this document since the last issue:

●

Changed the CMS release number to R18.

●

●

Occurrences of Windows Vista and Windows XP are replaced with Windows 7/8/10.

Added support for Integrated Reports in CMS Supervisor Web.

●

●

Listed latest browser and OS combinations for Supervisor Web client and Supervisor PC client.

Added a new chapter titled Installation and OS and hardware support of Network

Reporting.

●

●

Added a note in Appendix B regarding the time zone file in CMS R18 servers.

Added iOS 9 as a supported version by CMS Mobile Supervisor.

July 2016

The following changes are made to this document:

●

●

Changed the Setup.exe command to SetupSup_XXNN.exe command where applicable.

Changed the SetupTrm_XXNN.exe

command to SetupTE_XXNN.exe command where applicable.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

11

Chapter 1: Introduction

●

Changed the Setup.exe command to SetupTE_XXNN.exe command where applicable.

August 2016

●

Added support for Windows 8.X (touch and non-touch) for CMS Supervisor PC Client.

October 2016

●

Added a note in the Performance section in Introduction CMS Supervisor PC client regarding CMS configurations and capabilities support running Supervisor reports for 24 hours only.

Related resources

Documentation

See the following documents.

Table 1: Related documents

Title Use this document to:

Audience

Using

Avaya CMS

Supervisor Reports

Avaya Call

Management

System

Administration

Use CMS Supervisor reports.

Administer CMS.

System administrators and call center supervisors

Implementation engineers and system administrators

Avaya Mentor videos

Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to install, configure, and troubleshoot Avaya products.

Go to http://www.youtube.com/AvayaMentor and perform one of the following actions:

●

Enter a key word in the Search Channel to search for a specific product or topic.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

12

Related resources

●

Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the site.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

13

Chapter 1: Introduction

Documentation websites

All CMS documentation can be found at http://support.avaya.com

. New issues of CMS documentation will be placed on this website when available.

Use the following websites to view related support documentation:

●

●

●

Information about Avaya products and service http://www.avaya.com

Sun hardware documentation http://docs.sun.com

Dell hardware documentation http://www.dell.com

Support

Visit the Avaya website at http://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

14

Chapter 2: Introduction to Call

Management System PC and

Web clients

This chapter introduces Call Management System (CMS) Supervisor Web and CMS Supervisor

PC client as the two different methods of viewing CMS reports. CMS Supervisor Web has been introduced in CMS R16.3 as a method to view CMS reports in your web browser. CMS

Supervisor PC client is the existing method to view CMS reports and provides the reporting functionality as a thick client on your Windows desktop. Starting R16.3, CMS Supervisor will be the generic term used for CMS Supervisor PC client and CMS Supervisor Web.

What is CMS?

Avaya Call Management System is a software product used by customers that have Avaya Inc. telecommunication communication servers and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature of the communication server. The CMS server collects call-traffic data, formats management reports, and provides an administrative interface to the ACD features in the switch.

CMS supports the following remote methods of interfacing with the server:

●

Avaya CMS Supervisor Web reporting on your browser

●

●

Avaya CMS Supervisor PC client

Terminal Emulator from a Windows-based PC

●

An SSH session

What is CMS Supervisor PC client

The Avaya CMS Supervisor PC client software is a Windows-based interface to the Avaya Call

Management System (CMS) server that allows nearly all of the operations available from the

CMS server interface, including:

●

Remotely administering most aspects of the CMS server, such as defining Dictionary entries, setting user permissions, and adjusting data storage intervals and capacities.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

15

Chapter 2: Introduction to Call Management System PC and Web clients

●

Running reports to view the activity in your call center.

CMS Supervisor PC client runs on a PC that is running any of the following Microsoft operating systems that meet its minimum requirements:

●

●

Windows 7

Windows 8.X (touch and non-touch)

●

Windows 10

For more information on CMS Supervisor PC client, refer chapter Introducing CMS Supervisor

PC client on page 37.

What is CMS Supervisor Web

Avaya CMS Supervisor Web, or the CMS web based reporting tool, allows customers to access

CMS reports from a wide range of browsers, which eliminates the need to install a client on multiple computers.

The CMS R18 release of CMS web based reporting is not intended to completely replace CMS

Supervisor PC client but is viewed as an option where customers wish to reduce the overheads associated with traditional CMS Supervisor PC client deployment.

The CMS Supervisor Web client is supported on the following browsers and OS combinations:

●

Microsoft Internet Explorer

●

- Windows 7: version 9,10,11

- Windows 8.x: version 10,11

- Windows 10: version 11

Microsoft Edge

●

- Windows 10: version 20

Mozilla Firefox

●

- Windows 7: version 38, 39

- Windows 8.x: version 38, 39

- Windows 10: version 38, 39

- OS X 10.9 (Mavericks): 38, 39

- OS X 10.10 (Yosemite): 38, 39

Google Chrome

- Windows 7: version 42, 43

- Windows 8.x: version 42, 43

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

16

Features not supported in CMS Supervisor Web R18

●

- Windows 10: version 42, 43

- OS X 10.9 (Mavericks): version 42, 43

- OS X 10.10 (Yosemite): version 42, 43

- ChromeOS: version 42, 43

Apple Safari

- OS X 10.9 (Mavericks): version 7

- OS X 10.10 (Yosemite): version 7, 8

Note:

Note:

Running reports in CMS Supervisor Web requires Adobe Flash support.

For more information on CMS Supervisor Web, refer to chapter Getting started with CMS

Supervisor Web on page 21.

Features not supported in CMS Supervisor Web R18

The following features are not supported in CMS Supervisor Web R18 and are available only in

CMS Supervisor PC client:

●

●

The ability to create designer reports using Report Designer.

The Report Wizard tool that guides the user through the process of creating a designer report.

CMS Supervisor PC Client and CMS Supervisor Web

Comparison

Platforms

Functionality CMS Supervisor PC

Client

Windows 8, and Windows

10

CMS Supervisor Web

Client

IE, Firefox, Safari, Chrome

(uses flash)

Install Download and install on desktop PC

Connection Security ssh

Ability to change user password No

1

No desktop install required

(CMS server based) https

Yes

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

17

Chapter 2: Introduction to Call Management System PC and Web clients

Admin Yes

Report Designer

(report creation)

View Custom Reports

(created on server)

View Designer Reports

(created on PC Client)

Real Time Report Execution

Yes

Yes

Yes

Yes

Historical Report Execution Yes

Integrated Report Execution Yes

1. The thick client can change the password only if it has expired.

Supports the following administrative procedures:

●

Change agent skills

●

Multi-agent skill change

No

Yes

Yes

Yes

Yes

Yes

Other CMS Supervisor Web improvements are:

●

●

●

Threshold high and low ranges can be of different colors.

You can change the report input values without re-launching the report by using the Set

Input button.

Users can change their password from the Web interface by clicking the User tab.

Note:

Note:

CMS Supervisor Web uses Flash technology to display reports. Therefore, reports only run on devices that support Flash. Without Flash, the Report menu stays hidden. Other features of CMS Supervisor Web do not require Flash.

What is CMS Mobile Supervisor

CMS Mobile Supervisor is an iPad application that the supervisors and operations managers of a contact center can use to monitor the agents and the health of the contact center when the supervisors and operations managers are away from their desks. The contact center supervisors and operations managers get the current status of the contact center activities on their iPad.

CMS Mobile Supervisor does not replace CMS Supervisor PC client or CMS Supervisor Web.

CMS Mobile Supervisor is a real-time reporting tool that displays specific real-time summary views of skills and agent activity with the capability to drill through to individual agent details.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

18

What is CMS Mobile Supervisor

CMS Mobile Supervisor is available only in English and is supported on the following devices and OS versions:

● iOS 7, iOS 8, and iOS 9

●

● iPad 2, 3rd generation, 4th generation, Air, and Air2 iPad Mini, iPad Mini 2, iPad Mini 3.

CMS Mobile Supervisor does not support the following:

● iPhone

●

Android or any other mobile operating system

Contact center supervisors must use WiFi to avoid data charges.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

19

Chapter 2: Introduction to Call Management System PC and Web clients

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

20

Chapter 3: Getting started with CMS

Supervisor Web

This chapter provides information about accessing CMS reports using CMS Supervisor Web.

CMS Supervisor Web has been introduced in CMS R16.3 as a new method of accessing CMS reports using your web browser.

Signing in

You need the CMS Server address and domain to sign in to CMS Supervisor Web. For example, if your server is cms163.avaya.com, go to the following URL using any web browser.

https://cms163.avaya.com:8443/CMSWeb/

Note:

Note:

The ’s’ in https is important as all data in CMS Supervisor Web is secured using https.

In the User ID and Password fields, enter the same information you currently use for CMS

Supervisor or Terminal Emulator.

Certificates

When you first open the login web page, you can see a certificate warning message. Each web browser displays this information differently but the warning is similar in all cases. To get rid of the warning message, the certificate should be "accepted". The steps you take to accept and install the certificate are different depending on your browser version.

Note:

Note:

Chrome and Edge users do not need to install the security certificate.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

21

Chapter 3: Getting started with CMS Supervisor Web

Accepting a security certificate when using IE 10 and IE 11

Carry out the following steps on IE10/IE11 desktop to install and import the security certificate when you first attempt to log in to CMS Supervisor Web. After you install and import the certificate using IE10/IE11 desktop, you can access the CMS Supervisor Web login page using

IE 10/IE 11 Modern.

1. When the system displays the Certificate Error dialog, select Continue to this website

(not recommended).

The Address Bar turns red.

2. Click the Certificate Error button.

3. On the Security Report dialog box, select View Certificate.

4. On the Certificate dialog box, select Install Certificate.

5. On the Certificate Import Wizard dialog box, if prompted to choose a Store Location, select Current User and click Next.

6. On the Certificate Import Wizard dialog box, select Automatically select the certificate

store based on the type of certificate and click Next.

7. On the Certificate Import Wizard dialog box, click Finish.

8. Click OK to close the Certificate Import Wizard completion dialog.

9. Click OK to exit the Certificate dialog box.

The system displays the Logon dialog.

Accepting a security certificate when using Firefox

1. When the system displays This Connection is Untrusted dialog, select I understand the

Risks.

2. Click Add Exception.

3. When the system displays Add Security Exception dialog, click Confirm Security

Exception.

The Logon dialog is displayed.

Accepting a security certificate when using Safari

1. Open the web client URL.

The system displays Safari can’t verify the identity of the website.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

22

Certificates

2. Click Show Certificate.

3. Click Trust.

4. Change the value of the When using this certificate field to Always Trust.

This will change the values of the Secure Socket Layers (SSL) and X.509 Basic Policy fields to Always Trust.

5. Click Continue.

You are prompted to provide super user authentication to make the changes for the

Certificate Trust Settings.

6. Type the super user Username and Password.

After you successfully authenticate, the system does not prompt that the certificate is not verified for that system.

Exporting and importing a CMSWeb certificate in Internet Explorer

Often on Windows 7, connections to a CMS server happen through the Windows security screen because the CMSWeb certificate is either insecure or invalid. This forces the user to select the "Continue to this site" option. If the user exports and imports this certificate, the system does not display the Windows security screen when the connections are established.

Exporting the CMSWeb certificate

1. Click on Certificate error on the browser window. Select View Certificates.

The system displays the Certificate screen.

2. Select the Details tab and select the option Copy to File.

The system displays the Certificate Export Wizard | Welcome screen.

3. Click Next.

The system displays the Certificate Export Wizard | Export File Format screen.

Select the option, DER encoded binary X.xxx (.CER).

4. Click Next.

The system displays the Certificate Export Wizard | File to Export window.

5. Select the Browse button and select a directory for the file and enter a filename.

Note:

Note:

Keep the default file extension.

6. Click Next.

The system displays the Certificate Export Wizard | Completing the Certificate Export

Wizard screen.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

23

Chapter 3: Getting started with CMS Supervisor Web

7. Click Finish.

The system displays the Certificate Export Wizard successful message.

8. Click OK.

Importing the CMSWeb certificate

1. Open the browser and select Tools | Internet options.

The system displays the Internet Options screen.

2. Select the Content tab and click on Certificates.

The system displays the Certificates screen.

3. Select the Trusted Root Certification Authorities tab and click on Import.

The system displays the Certificate Export Wizard | Welcome screen.

4. Click Next.

The system displays the Certificate Import Wizard screen.

5. Click Browse.

The system displays the Browse window. Locate the file saved with File Export and select Open.

6. Click Next.

The system displays the Certificate Import Wizard | Certificate Store window. Select

Place all certificates in the following store, click Browse, and select Trusted Root

Certification Authorities.

7. Click Next.

The system displays the Certificate Import Wizard | Completing the Certificate Import

Wizard window.

8. Click Finish.

The system displays a Security Warning message.

9. Click Yes.

The system displays the Certificate Import Wizard successful message.

10. Click OK.

The system displays the Certificates screen. Scroll through the list and verify that system added the certificate successfully.

11. Click Close.

The system displays the Internet Options screen.

12. Click OK.

Close and reopen the browser to connect to the desired CMS.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

24

Adobe Flash

Adobe Flash

CMS Supervisor Web reports use Adobe Flash Player to run in your browser. If you do not have

Adobe Flash installed, or you have an older version installed, you are prompted to upgrade when you open the login page. CMS Supervisor Web reports do not work on systems that cannot run the latest version of Adobe Flash Player.

To check which version of Adobe Flash Player your browser is running, go to http://www.adobe.com/software/flash/about/

If your browser does not automatically offer to install a newer version of Adobe Flash Player (for example, if you do not have Adobe Flash Player installed or are using a version prior to 10.3), you can download the latest version here:

http://get.adobe.com/flashplayer/

Note:

Note:

Not all operating systems and/or devices support suitable versions of Adobe

Flash Player.

Link status icons and Menu bar

Once you sign in, link status icons at the top of the web page show the current ACD Status. The

ACD status has to be interpreted as follows:

●

●

Red, which is at the upper position, indicates no traffic.

Yellow, which is at the middle position, indicates an indeterminate state which includes the state during pump up.

●

Green, which is at the lower position, indicates traffic.

Use the menu bar of the web page providing options <login name> and Help to set your password, set preferences, see the About information, open Help contents and sign out.

Changing ACD and running reports

The menu bar of the web page contains the option Reports to change the selected ACD and display historical, integrated, or real-time reports.

Click the drop-down list of ACDs to obtain the list of available ACDs, pseudo ACDs and ACD groups. Click the option you wish to use as the current ACD.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

25

Chapter 3: Getting started with CMS Supervisor Web

Click Historical, Integrated, or Realtime to populate the left side of the web page with the available report categories.

Search in the header provides the reports and administrative options based on the search criteria. Search results for reports are based on the report name or description.

To view the report properties, click the information icon to the right of the report description.

To run a report, click the report name or description. The report opens in a new browser window or browser tab depending on your browser settings.

The Report Window

When you click Run to run a report, a report window opens for you to provide input values for the report.

For some reports, a field has a Browse button which you can use to select values instead of typing the full information. This method requires entries in the Dictionary. Other Browse buttons simplify selecting dates and times. When entering dates, a single mouse click selects an individual date. To enter multiple dates, hold down the Control key as you click multiple dates.

To enter a date range, hold down the Shift key when you click the end of the range.

Once CMS Supervisor Web displays the report in the Report Window, it displays buttons Set

Input, Print and Export to CSV at the top of the Report Window. Click Set Input to reopen the report input pop-up where you can modify input values without restarting the report. Click Print to print the report. Do not use the print button in the browser as it will not format the output correctly. Click Export To CSV to export the report data to a file in csv format. You can then import the report into other applications.

In reports, where CMS Supervisor Web displays tables, you can resize columns by dragging the vertical bar between them.

Thresholds

Press the select button on the mouse, which is usually the left mouse button, when the mouse pointer is over an entry in a table where you want to set thresholds. A pop-up appears if drill down reports or thresholds are available for that data. Click Threshold in the pop-up menu.

This displays the Threshold Settings dialog and allows you to configure the different threshold settings.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

26

Drill Down

Drill Down

Press the select button on the mouse, which is usually the left mouse button, when the mouse pointer is over an entry in a table where you want to drill down. A pop-up appears if drill down reports or thresholds are available for that data. Selecting a drill down report will cause the drill down report to open in a new window or tab.

Debugging CMS Supervisor Web

This section contains the following topics:

●

Debug settings on page 27

●

●

User level logging on page 28

Global level logging on page 29

Debug settings

The system stores debug settings for individual users in a common file on the CMS Server. The file is called userlog.properties and is present in location /opt/cmsweb/log.

This file contains three entries for each user. The entries and values stored for these entries are the following:

●

●

● username.LEVEL

- Valid values for username.LEVEL are OFF, FATAL, ERROR, WARNING, INFO,

DEBUG, TRACE, ALL.

- If you follow the above order of username.LEVEL values, each succeeding value provides more detailed tracing information.

- The default value for username.LEVEL is DEBUG.

username.FILESIZE

- Valid values for username.FILESIZE are 51200, 102400, 153600, 204800, 256000,

307200, 358400, 409600 and 460800.

- The default value for username.FILESIZE is 460800.

username.FILECOUNT

- Valid values for username.FILECOUNT are 2,3,4,5,6,7 and 8.

- The default value for

username.FILECOUNT is 3.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

27

Chapter 3: Getting started with CMS Supervisor Web

There are two ways to modify the values of username.LEVEL, username.FILESIZE and username.FILECOUNT. You can use either the GUI or edit the userlog.properties files to change the values.

Changing settings using the GUI

Use <login name> > Preferences > Tracing on the GUI which provides a way to alter the trace level, number of trace files, and rollover filesize.

To change the debug values in <login name> > Preferences > Tracing of the GUI, you must login using the account you wish to trace.

The main control panel page of the GUI changes to the new logging level when it receives the update from the server. Reports that start after the update has been received from the server use the new logging level. However, reports already running continue to use the previous logging level that was configured when the report was opened.

Changing settings using the userlog.properties file

The root user can modify the entries in the userlog.properties file using a text editor such as vi.

After the changes have been saved, it can take up to 30 seconds for the new values to reach the CMS Supervisor Web clients.

User level logging

The CMS server creates log files for users that have tracing enabled.The log files are located in the

/opt/cmsweb/log directory.

The name of the most recent log file is

<username>.log and older logfiles have the suffix .1,

.2, .3 and so on.

The table below displays the contents of the log file:

2011-09-20 15:44:11,174 DEBUG cmssvc - LEAVING getAllUserPropertiesHandler

2011-09-20 15:44:11,175 DEBUG cmssvc - ENTERING nextCallStack

2011-09-20 15:44:11,175 DEBUG cmssvc - nextCallStack: stack exhausted

2011-09-20 15:44:11,175 DEBUG cmssvc - ENTERING closeProgressWindow

2011-09-20 15:44:11,175 DEBUG cmssvc - LEAVING closeProgressWindow

2011-09-20 15:44:11,175 DEBUG cmssvc - ENTERING/LEAVING endCallStack

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

28

Debugging CMS Supervisor Web

WARNING:

!

!

WARNING:

Logging is only available when a user is logged into the server. This means that until a successful login is achieved no logging will appear in a user's log file.

Global level logging

In addition to user level logging above, there are two log files that capture additional information:

●

/opt/cmsweb/tomcat/logs/cms_debug.log contains logging information for all

Avaya softwares running under tomcat or in the browsers.

●

●

/opt/cmsweb/tomcat/logs/catalina.out contains all the non Avaya Tomcat logging information in addition to the contents from cms_debug.log.

The normal CMS server logs, for example, elog, are also available.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

29

Chapter 3: Getting started with CMS Supervisor Web

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

30

Chapter 4: Getting started with CMS

Mobile Supervisor

CMS Mobile Supervisor is an iPad application that the supervisors and operations managers of a contact center can use to monitor the agents and the health of the contact center when the supervisors and operations managers are away from their desks.

CMS Mobile Supervisor does not replace CMS Supervisor PC client or CMS Supervisor Web.

CMS Mobile Supervisor is a real-time reporting tool that displays specific real-time summary views of skills and agent activity with the capability to drill through to individual agent details.

CMS Mobile Supervisor does not run any existing CMS reports. The users of CMS Mobile

Supervisor create new views on the iPad. The users store the views on the iPad and can recall, execute, and modify the views at any time.

CMS Mobile Supervisor is available only in English and is supported on the following devices and OS versions:

●

● iOS 7, iOS 8, and iOS 9 iPad 2, 3rd generation, 4th generation, Air, and Air 2

● iPad Mini, iPad Mini 2, and iPad Mini 3

CMS Mobile Supervisor does not support the following:

●

● iPhone

Android or any other mobile operating system

Note:

Note:

The users must be connected to the network of the customer by either using an internal WiFi or a VPN connection for best performance. Use of WiFi connectivity, and not 3G connectivity, is highly recommended.

Prerequisites and requirements

The prerequisites for using CMS Mobile Supervisor are the following:

●

●

●

CMS server version R18

CMS Supervisor Web that is installed and activated on the server

An external security certificate that is installed on the server.

- Self-signed certificates do not work and are not supported.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

31

Chapter 4: Getting started with CMS Mobile Supervisor

●

●

- Non commercial certificates, or certificates generated by a private CA, are not supported.

- Commercial certificates like Verisign and DigiCert are required.

The DNS server that is configured to obtain the name of the server as noted in the external security certificate

A valid CMS login ID and password which are also used for CMS Supervisor PC Client and CMS Supervisor Web.

See CMS Software Installation, Maintenance and Troubleshooting for instructions on installing

CMS Supervisor Web and external security certificates.

CMS Mobile Supervisor app connection to the CMS server

The user must know the CMS server FQDN and port number, and the DNS server must recognize this CMS server FQDN. The CMS server FQDN is used at the time of logging in. The

CMS server FQDN must be the same name that is listed in the external security certificate. For example, if the certificate lists the name as cms1.avaya.com, then the user must use this fully qualified domain name. The user cannot use a short form of the fully qualified domain name and cannot use IP addresses.

Certificates

CMS Mobile Supervisor requires an external security certificate to be installed on the CMS server. Since the CMS server name is used during user login, you must configure the DNS server to recognize the name of the CMS server as noted in the external security certificate.

For example, if the certificate lists the name of the CMS server as cms1.avaya.com, then the user must use this fully qualified name. The user cannot use a short form of the fully qualified domain name and cannot use IP addresses.

CMS comes with a self-signed certificate by default. This is not adequate because CMS Mobile

Supervisor requires an external certificate.

See CMS Software Installation, Maintenance and Troubleshooting for instructions on installing

CMS Web and the external security certificates.

Verifying certificate installation and DNS server configuration

1. Open Safari on the iPad.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

32

Installing the application

2. Go to https://server.domain:port .

where server.domain is the server name as it appears in the security certificate. For example, https://cms1.avaya.com:8443 .

If you see the message Cannot Verify Server Identity, either the CMS server does not have the certificate installed correctly or the DNS server is not configured to recognize the name of the CMS server.

Installing the application

You can install the CMS Mobile Supervisor app only from the Apple iTunes store. The CMS

Mobile Supervisor app is a free download application. Search for Avaya Call Management

System Mobile Supervisor. You can access the app directly from the iPad by going to the App

Store from the iPad.

Logging in

The login screen requires the CMS server name and port number. The CMS server name must be the same name that is listed in the external security certificate. For example, if the certificate lists the name of the CMS server as cms1.avaya.com, then the user must use this fully qualified name in the login screen on the iPad app. The user cannot use a short form of the fully qualified domain name and cannot use IP addresses.

Use the same user login and password that are used for CMS Supervisor PC Client and CMS

Supervisor Web. Each log in by the user from each interface consumes one Supervisor license.

The port number is 8443 by default. This can be modified on the server. See Software

Installation, Maintenance and Troubleshooting for more information.

Creating Views

CMS Mobile Supervisor provides the user a screen-by-screen navigation to create views. Once logged in, the user can create one or more views. Each view is either an Agent view or a Skills view. The user provides the name of the view and chooses the skills or agents to add to the view. You can save all the views that you created on the iPad and can retrieve the views for future use.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

33

Chapter 4: Getting started with CMS Mobile Supervisor

Creating a Skills view

1. Choose skills to add to the view.

CMS Mobile Supervisor presents a list of available skills with names in the dictionary and provides a search field to find skills by name. You can also enter skill numbers or a range of skills.

2. Select a template for presentation of the data.

You can modify the template that you select.

Creating an Agent view

1. Choose agents to add to the view.

CMS Mobile Supervisor provides a search field to identify individual agents by agent groups, individual agent names and IDs, or ranges of agent IDs.

Thresholds

Skills views use thresholds. The threshold value on CMS Mobile Supervisor is initially set to the value currently set on the CMS server. You can modify this threshold from CMS Mobile

Supervisor. If any other user modifies the thresholds on the CMS server, CMS Mobile

Suupervisor uses the modified thresholds the next time the view is opened.

Calculations

The skill view uses the calcuations as defined on the server. If any other user modifies the calculation on the CMS server, CMS Mobile Supervisor uses the modified calculation definition at the next refresh of the data.

Measure

% Service Level

% Abandons

Number of contacts waiting

CMS Calculation

PERCENT_SERV_LVL_SPL

PERCENT_CALL_ABAN

CALLS_WAITING

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

34

Measure

Length of longest wait

Average speed of answer

Number of ACD calls

Number of calls offered

Number of abandoned calls

Filtering and Drill Down

CMS Calculation

OLDESTCALL

AVG_ANSWER_SPEED

ACDCALLS

CALLSOFFERED

ABNCALLS

Filtering and Drill Down

Agent views show all the skills for the chosen set of agents. You can adjust this view in real- time to show the data from the perspective of any single skill. If you select a single skill view, the agents busy on other skills appear under OTHER. If you return to the All Skill perspective, the view shows the agents that are working regardless of skill.

Both Skills view and Agent views allow drill-down. The user can activate drill-down on the skill screen by touching the chevrons displayed on the screen. The chevrons are also used to expand and contract in place for some of the data on the screen. Touching the tile of an agent on the agents screen drills down to the information about the agent.

Useful tips

Short cut menu

Touch the squares in the upper right of the screen for a drop down short cut menu for accessing the following:

●

●

Settings:

- Modifies thresholds and alerts and the corresponding colors displayed. CMS Mobile

Supervisor stores colors locally in the application. The CMS server stores the threshold values which are shared with CMS Supervisor Web.

- Activates tracing. The tracing level, maximum size of each log file, and the number of log files can be set.

About:

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

35

Chapter 4: Getting started with CMS Mobile Supervisor

●

●

●

●

- Displays the version of CMS Mobile Supervisor. If an active connection to the CMS server exists, additional CMS server information is displayed.

Change password:

- Changes the user password. If a password is changed using CMS Mobile Supervisor, the password is changed on the CMS server and is updated on the iPad.

Create view:

- Creates a new skills based or agent based view. CMS Mobile Supervisor prompts the user to enter the ACD details and other inputs to build the new view.

Select view:

- Selects an existing, previously created view. Use this short cut to move between existing views, since each view only reports about one ACD.

Logout:

- Exits the app. If you turn the iPad off, or close the cover of the newer iPads, CMS

Mobile Supervisor stops running the views.

Real-time application

CMS Mobile Supervisor is a real-time application. CMS Mobile Supervisor displays data for the current interval. At the beginning of an interval, CMS Mobile Supervisor updates the data and can reset the data for the new interval. This behavior is consistent with CMS Supervisor real- time reports.

Miscellaneous information

Skills views display trends that span the last 12 refreshes.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

36

Chapter 5: Introducing CMS Supervisor

PC client

Avaya CMS Supervisor PC client is a graphical user interface (GUI) to the CMS software. This section provides background information about the Avaya CMS and Avaya CMS Supervisor PC client. Also included are the hardware and software requirements.

This section includes the following topics:

●

About CMS Supervisor PC client on page 37

●

●

Installation support on page 40

Operating system requirements on page 41

●

●

Hardware requirements on page 42

Required network, serial, or modem connections on page 43

About CMS Supervisor PC client

This section includes the following topics:

●

●

What is new for this release on page 37

Number of CMS Supervisor PC client windows allowed on page 38

●

●

Number of simultaneous instances allowed on page 38

Number of PCs allowed to run CMS Supervisor PC client on page 38

●

●

Performance on page 38

Reliability and availability on page 39

●

●

Security on page 39

Languages supported on page 40

What is new for this release

For a description of the new features available for this release, see the Call Management

System Overview and Specification document.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

37

Chapter 5: Introducing CMS Supervisor PC client

Number of CMS Supervisor PC client windows allowed

CMS Supervisor PC client makes it possible for users to open as many as 12 windows simultaneously. This limit is set for each user by the CMS system administrator. Windows that do not directly use CMS data, such as the color customization data, are not included in this limit.

Also, windows that are open for applications other than CMS Supervisor PC client are not included in this limit.

CMS Supervisor PC client can connect to a single CMS. CMS Supervisor PC client does not provide the capability to combine data from more than one CMS.

Number of simultaneous instances allowed

With the recommended configuration listed in Hardware requirements on page 42, you can run

as many as four simultaneous CMS Supervisor PC client instances.

The ability to run several instances of CMS Supervisor PC client and the performance of CMS

Supervisor PC client in this situation depends on the memory and speed of the PC that you use.

It is also affected by any other applications that run on the PC while CMS Supervisor PC client is in use. If simultaneous CMS Supervisor PC client instances run in the background, the PC may require additional memory to maintain acceptable performance.

Number of PCs allowed to run CMS Supervisor PC client

The number of PCs that can run CMS Supervisor PC client are limited by the number of simultaneous users who are contracted for in the site-licensing agreement with Avaya. CMS counts the number of active CMS Supervisor PC client clients that are logged in and limits the number of simultaneous users to the number of logins that were purchased by the customer.

A client may be logged in to a CMS server once per user ID on a single PC.

Performance

When you use CMS Supervisor PC client you may experience slightly slower response times for some actions. The following are a few possible reasons for slower performance:

●

The PC’s configuration, processor speed, Level 2 cache, hard disk speed, and video RAM could affect the response time.

●

If CMS Supervisor PC client runs simultaneously with other applications, its performance could be affected by those other applications.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

38

About CMS Supervisor PC client

Note:

●

●

●

Two or more CMS Supervisor PC client instances that run simultaneously could result in slightly slower response time.

If CMS Supervisor PC client runs in a LAN environment, it generates additional network traffic. For example, if 250 CMS Supervisor PC client instances run two real-time reports each, CMS Supervisor PC client could require a significant portion of the LAN’s capacity.

Therefore, ensure that your LAN is engineered appropriately.

In a LAN environment, network backups can cause congestion on the network and adversely affect the network performance.

Note:

The current CMS configurations and capabilities support running Supervisor reports for 24 hours only. If Supervisor reports run for more than 24 hours, CMS might not guarantee a proper data refresh.

Reliability and availability

If serial links or LAN connectivity drop and you are logged in with the Automatic Login capability,

CMS Supervisor PC client automatically attempts to restore the connection.

Security

When CMS Supervisor PC client is connected to CMS, you have the same level of security as you do when you use a dedicated CMS terminal. The existing CMS permissions structure is honored. When you use CMS Supervisor PC client on a LAN, you are able to access only the information that is available in a direct-connect environment.

CMS Supervisor PC client also incorporates a SecureShell (SSH) feature for encrypted communications with a CMS Server. For more information on this feature, see

Establish SSH settings on page 68.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

39

Chapter 5: Introducing CMS Supervisor PC client

Languages supported

For information about which CMS Supervisor PC client languages are supported for which

Microsoft Windows® operating system languages, see the following table (X indicates that the operating system language is supported).

OS

Language

CMS Supervisor PC client Language

English

Italian

French

German

Portuguese

Spanish

Japanese

Traditional Chinese

Simplified Chinese

Korean

Dutch

Russian

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

For a list of supported operating systems, see Operating system requirements on page 41.

Installation support

If you have difficulty installing CMS Supervisor PC client, refer to the following sources:

●

Operating system requirements on page 41.

●

●

Hardware requirements on page 42.

The tips in the readme.txt file on the disc.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

40

Operating system requirements

●

Troubleshooting on page 103.

If you have further questions, contact the Avaya National Customer Care Center at

1-800-242-2121. For support outside of the United States, contact your Avaya representative or distributor.

Operating system requirements

This section includes the following topics:

●

Supported operating systems on page 41.

●

●

Using current versions on page 41.

What about non supported operating systems?

on page 42.

●

About upgrades to Windows 7, Windows 8, or Windows 10 on page 42.

Supported operating systems

CMS Supervisor PC client is supported on the following OS combinations:

●

●

Windows 7

Windows 8.X ( touch and non-touch)

●

●

Windows 10

Citrix XenApp 6.5 Enterprise on Windows 2008 R2 Enterprise 64-bit SP1

●

●

Citrix XenApp 6.5 Enterprise on Windows 2008 R2 Enterprise 64-bit

Citrix XenApp 6.0 Enterprise on Windows 2008 R2 Enterprise 64-bit SP1

●

Citrix XenApp 6.0 Enterprise on Windows 2008 R2 Enterprise 64-bit

Using current versions

To ensure compatibility, it is recommended that you install the latest service packs for your

Microsoft operating system. To ensure security, you must install the latest security patches for your supported Microsoft operating system prior to installing Avaya CMS Supervisor PC client.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

41

Chapter 5: Introducing CMS Supervisor PC client

What about non supported operating systems?

If you attempt to install CMS Supervisor PC client on a non supported operating system, the setup program can fail without displaying an error message.

About upgrades to Windows 7, Windows 8, or Windows 10

If you upgrade any Windows operating system to Windows 7, Windows 8, or Windows 10 without first uninstalling CMS Supervisor PC client you will lose your ability to uninstall, upgrade or run CMS Supervisor PC client.

Perform an upgrade to Windows 7, Windows 8, and Windows 10 as follows:

1. Uninstall CMS Supervisor PC client.

2. Upgrade to Windows 7, Windows 8, or Windows 10.

3. Reinstall CMS Supervisor PC client.

Hardware requirements

To install and run CMS Supervisor PC client, your system must meet the following minimum requirements:

●

A Pentium-class or compatible processor rated at the appropriate speed:

- Windows Server (running Citrix XenApp 6.0 or 6.5 Enterprise Edition): 2 GHz or faster

- Windows 7, Windows 8, and Windows 10: 1 GHz or faster

●

Free disk space (does not include free space required for CMS Supervisor PC client to run):

- Windows Server (running Citrix XenApp 6.0 or 6.5 Enterprise Edition): 100 MB

- Windows 7, Windows 8, and Windows 10: 100 MB

Note:

Note:

Note:

If you want to install CMS Supervisor PC client in more than one language, you need an additional 5 MB of disk space for each language.

Note:

When using Windows Server running Citrix XenApp 6.0 or 6.5 Enterprise Edition, the amount of disk space, memory, and processing power required varies depending on the number of simultaneous users. For larger deployments, multiple servers will be required.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

42

Required network, serial, or modem connections

Note:

●

●

●

RAM:

- Windows 7, Windows 8, and Windows 10: 1 GB

- Windows Server (running Citrix XenApp 6.0 or 6.5 Enterprise Edition): 2 GB

A color SVGA monitor and graphics adapter set to a resolution of at least 800x600

(1024x768 or greater recommended)

A network, serial, or modem connection

Note:

To run multiple instances of the CMS Supervisor PC client simultaneously on a

PC, you need more memory and disk resources.

Required network, serial, or modem connections

This section includes the following topics:

●

●

●

Network connections on page 43.

Serial connections on page 43.

Modem connections on page 44.

Network connections

To support a network connection, you will need the following:

●

●

TCP/IP network protocol.

An Ethernet communications board.

These requirements include SecureShell (SSH) connections.

CMS Supervisor PC client now supports IPv6 connectivity. The following list demonstrates the interoperability of IPv6 with different Windows releases:

●

IPv6 is enabled “out of the box” on Windows 7, Windows 8, and Windows 10.

Serial connections

To support a serial connection, you will need the following:

●

●

A serial cable that is correctly wired to support hardware flow control and a 16550A UART communications port.

An available COM port.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

43

Chapter 5: Introducing CMS Supervisor PC client

Modem connections

To support a modem connection, you will need at least a 19.2 Kbps modem and a 16550A

UART communications port.

If the modem is external, the cable must be correctly wired to support hardware flow control.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

44

Chapter 6: Installing CMS Supervisor PC client

This section describes the options and procedures for installing Avaya Call Management

System (CMS) Supervisor on a local PC.

This section includes the following general information:

●

●

●

●

Local installations on page 45

Version upgrades on page 45

Typical and custom installations on page 47

Installing CMS Supervisor PC client on a local PC from a disc on page 48

●

●

●

Installing CMS Supervisor PC client on a local PC from the network on page 48

What to do if the installation does not start automatically on page 50

CMS Supervisor PC client silent installation and uninstallation on page 50

Local installations

You can perform a local installation from the CMS Supervisor PC client installation disc or from a directory on the network that has a copy of all the application files. A local installation means that you install all of the CMS Supervisor PC client application files on each PC that will run

CMS Supervisor PC client. The application files reside on local disk space on each PC.

Version upgrades

This topic includes information about version upgrades and includes the following topics:

●

Upgrading a previously-installed R18 version using a local installation on page 46

●

Upgrading from R15 and earlier on page 46

●

Upgrading R16 through R17 using a local installation

Related topics:

on page 46

●

Installing CMS Supervisor PC client on a local PC from a disc on page 48

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

45

Chapter 6: Installing CMS Supervisor PC client

●

●

Installing CMS Supervisor PC client on a local PC from the network on page 48

Installing CMS Supervisor PC client with Citrix XenApp 6.0 and 6.5

on page 53

Upgrading a previously-installed R18 version using a local installation

The program will prompt you to install the update from the currently installed CMS Supervisor

PC client version to the new CMS Supervisor PC client version. The program dialog will display the currently installed CMS Supervisor PC client version and the latest version of CMS

Supervisor PC client to which you are upgrading. You will also have the option of cancelling the upgrade.

Upgrading from R15 and earlier

You cannot upgrade to R18 when coming from R15 or earlier installs. You must uninstall the current software and install R18 as a new install.

Upgrading R16 through R17 using a local installation

The program will prompt you to upgrade Avaya CMS Supervisor PC client to R18. You will also have the option of canceling the installation. You must follow the on-screen instructions to remove the previous installation of CMS Supervisor PC client when prompted or the upgrade will fail.

CAUTION:

!

CAUTION:

During upgrades to R18, the Uninstallation wizard for the earlier version of CMS

Supervisor PC client may open a window prompting you to reboot. When prompted for a reboot, select "No, I will restart my computer later." Do not select to reboot or the upgrade will fail.

Important:

!

Important:

Silent upgrades are not supported, as the previous versions of CMS Supervisor

PC client do not support a silent uninstall.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

46

Typical and custom installations

Typical and custom installations

Choose a custom installation instead of a typical installation only if you want to install more languages than the typical installation will install.

This section includes the following topics:

●

●

Typical installations on page 47

Custom installations on page 47

Typical installations

The installation program always installs the English version of CMS Supervisor PC client and online Help (except with Traditional Chinese). If your operating system is in a language other than English, the installation program automatically installs CMS Supervisor PC client and online Help in English plus the language of your operating system.

Examples:

If your operating system is in ...

English

Spanish

Then the typical installation will automatically install ...

English

Spanish and English

Custom installations

You must make sure that your operating system is set to the appropriate language.

Important:

!

Important:

You should always check the available disk space shown at the bottom of the window if you want to add languages. Also, you must make sure that your operating system is set to the appropriate language.

You may not be allowed to install all of the languages supported by CMS Supervisor PC client.

For more information, see Languages supported on page 40.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

47

Chapter 6: Installing CMS Supervisor PC client

Installing CMS Supervisor PC client on a local PC from a disc

Important:

!

Important:

If you are upgrading CMS Supervisor PC client, you must follow the instructions in

Version upgrades on page 45 before installing the new CMS Supervisor PC

client version.

To install CMS Supervisor PC client on a local PC from the disc, use the following procedure:

1. Close any programs that are running on the PC.

2. Insert the CMS Supervisor PC client disc into the disc drive.

3. Run SetupSup_XXNN.exe and follow the steps on the wizard screens until installation is complete.

4. Establish a connection to the CMS server. For the procedure, see Getting started with

CMS Supervisor PC client on page 63.

Related Topics:

●

●

●

Local installations on page 45.

Typical and custom installations on page 47.

What to do if the installation does not start automatically on page 50.

Installing CMS Supervisor PC client on a local PC from the network

If you want to install CMS Supervisor PC client on a local PC from the network, you must first copy the CMS Supervisor PC client installation files from the disc onto the network. Then you install CMS Supervisor PC client onto each client PC from the network.

This section includes the following topics:

●

●

●

Before you begin on page 49

Prepare the network directory on page 49

Installing CMS Supervisor PC client on each PC on page 49

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

48

Installing CMS Supervisor PC client on a local PC from the network

Before you begin

Do the following steps before you install CMS Supervisor PC client:

1. If you want to upgrade CMS Supervisor PC client, read

Version upgrades on page 45.

2. Verify that every applicable PC has access to the network resource that contains the CMS

Supervisor PC client application files.

Typically, a mapped network drive provides network access to this computer because it makes it easy to locate the CMS Supervisor PC client application files during the installation. If the CMS Supervisor PC client application files cannot be located, the installation will fail. For information about how to map to a network drive, see Windows

Help.

Prepare the network directory

Use the following procedure to prepare the network directory:

1. At a PC that is connected to the network, close all programs that are running on the PC.

2. Create a directory on the network drive and record the path to the directory for later use.

3. Download the PC Client exe file for Supervisor PC Client.

4. Select your network directory created in Step 2 as the location for the downloaded exe file.

5. Copy the Supervisor PC Client exe file to the network directory that you created in Step 2.

6. Go to

Installing CMS Supervisor PC client on each PC on page 49.

Installing CMS Supervisor PC client on each PC

For each PC you install from a network, do the following steps:

1. Go to

Prepare the network directory on page 49 if you have not done so already.

2. Close all programs that are running on the PC.

3. Navigate to Start > Run.

4. Browse to the network drive and the directory that contains the CMS Supervisor PC client

exe file that you copied in Step 5 of Prepare the network directory on page 49.

5. Execute the SetupSup_XXNN.exe file, where XX designates the current release lettering scheme and NN is the build number.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

49

Chapter 6: Installing CMS Supervisor PC client

6. Establish a connection to the CMS server. For the procedure, see Getting started with

CMS Supervisor PC client on page 63.

Related topics:

●

●

Local installations on page 45

Typical and custom installations on page 47

What to do if the installation does not start automatically

If the CMS Supervisor PC client installation does not start automatically, do the following steps:

1. From the Windows interface, select Start > Run.

2. Do one of the following:

If you want to install from

A shared network drive

Then

In Windows Explorer, navigate to the directory where

CMS Supervisor PC client is installed on the network and execute the SetupSup_XXNN.exe file.

Note:

Note:

The SetupSup_XXNN.exe executable is located in the root directory.

3. Select OK.

The system displays the installation wizard.

CMS Supervisor PC client silent installation and uninstallation

You can install and uninstall CMS Supervisor PC client R18 in the silent mode by using the command line interface. If not specified, the target directory for the installed software and the language shortcuts are the same as the Typical install option from the GUI.

For a silent install, use the following command:

SetupSup_XXNN.exe /hide_progress --silent

For a silent uninstall, use the following command:

SetupSup_XXNN.exe /hide_progress /uninst --silent

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

50

CMS Supervisor PC client silent installation and uninstallation

There are additional installation and uninstallation options provided with this build. The following table explains these additional options:

Option Description

--Help

--Logdir=<directory>

This option provides you with a summary of the available command line options

This option allows you to save a copy of the setup.log file in the specified directory

--TargetDir=<directory>

This option defines the destination directory to be used when you install CMS Supervisor PC client

--<lang>[=yes | =no | =force]

This option allows a different combination of language shortcuts to be made available.

--<lang>=yes and --<lang> are equivalent. Only shortcuts for languages supported on the OS are

created (see Languages supported and variable definitions on page 52).

--<lang>=force forces the language shortcut to be created even if the language is not supported on

the OS (see Languages supported and variable definitions on page 52).

--<lang>=no removes the shortcut for the specified language. The default shortcut (for example, the

English language shortcut on an English OS) cannot be removed using --<lang>=no.

Example

SetupSup_XXNN.exe /hide_progress --silent --TargetDir=C:\Program

Files\Avaya\CMSR18_0 --enu=yes --fra --rus=no --chn=yes

--kor=force

This example command does the following:

●

●

It installs the CMS Supervisor PC client software in silent mode to

C:\Program Files

(x86)\Avaya\CMS Supervisor R18.

It creates shortcuts for English, French, and Korean (assuming the software was installed on an English OS).

●

●

It removes Russian, if already installed.

Simplified Chinese is not installed as it is not supported on an English OS and has not been forced.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

51

Chapter 6: Installing CMS Supervisor PC client

Languages supported and variable definitions

The following table lists the languages supported and their variable definitions in CMS

Supervisor PC client R18

:

LANGUAGE

Chinese (simplified)

Dutch

English

French

German

Italian

Japanese

Korean

Portuguese

Russian

Spanish

Traditional Chinese

Variable

deu ita jpn kor chn nld enu fra ptb rus eso tch

Adding, viewing and establishing connections to CMS

R12/R13/R14 servers

When you add a new entry to the list of servers, R12, R13, and R14 are available in the pulldown list of server versions even though they are no longer officially supported. Connecting to R12, R13, and R14 servers is permissive use only. However, you are permitted to add an

R12, R13, or R14 server to the list.

Note:

Connection to a CMS R12, R13, or R14 server is permissive use only.

Note:

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

52

Chapter 7: Installing CMS Supervisor PC client with Citrix XenApp 6.0 and 6.5

This section describes how to install and run CMS Supervisor PC client on a system running

Citrix XenApp 6.0 and 6.5. This section includes the following topics:

●

●

Installing the software on page 53

Launching the CMS Supervisor PC client application on page 58

●

●

Uninstalling the software on page 58

Considerations when using Citrix XenApp on page 59

Installing the software

This section describes how to install and run CMS Supervisor PC client on a Windows Server running Citrix XenApp 6.0 and 6.5. This section includes the following topics:

●

Prerequisites on page 53

●

●

Installing the CMS Supervisor PC client software on page 54

Configuring the Citrix software for CMS Supervisor PC client on page 54

Prerequisites

●

●

You must be logged on as an administrator or have administrator privileges.

Citrix XenApp must be installed and running (this includes configuring IIS, terminal services, user accounts, and any licensing for XenApp, terminal services, and so forth)

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

53

Chapter 7: Installing CMS Supervisor PC client with Citrix XenApp 6.0 and 6.5

CAUTION:

!

CAUTION:

Do not run consecutive installs on the same PC without uninstalling the previous installation (configuration data may be reset if the installer is rerun). For more information see

Uninstalling the software on page 58.

Installing the CMS Supervisor PC client software

1. Download the CMS Supervisor PC client installation software from support.avaya.com

.

Note:

Note:

If the installer starts automatically, select cancel.

2. Open a command window running with Administrator privileges.

3. Run the following command at the command prompt:

change user /install

4. From the command prompt, run the SetupSup_XXNN.exe executable for the CMS

Supervisor PC client application.

5. Follow the steps on the wizard screens until the installation is complete. Make sure that you select Install to Local PC and install the files at either the default location or somewhere else on your hard drive.

6. Run the following command at the command prompt:

change user /execute

Important:

!

Important:

Post installation, you are required to enable Telephony Services. If you do not enable Telephony Services, the entire application becomes unresponsive and new CMS servers cannot be administered using CMS Supervisor PC client.

Configuring the Citrix software for CMS Supervisor PC client

Configure the Citrix XenApp software to share the CMS Supervisor PC client application before using the CMS Supervisor PC client application.

Prerequisites

●

●

You must enable the CMS Supervisor PC client application for all Citrix users.

You must enable Windows Telephony Services on your computer.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

54

Installing the software

Configuring the Citrix software

1. On the appropriate Citrix Access Management Console window, select Citrix Resources

> XenApp > Farm Name.

Note:

Note:

If you have not created a Citrix XenApp farm, you will have to configure one before proceeding.

2. Right-click on Farm Name and select New > Publish application.

The system displays the Welcome screen.

3. Select Next.

The system displays the Name screen.

4. Enter the Display name and Application description.

For example, enter CMS Supervisor PC client and CMS Supervisor PC client, respectively.

Note:

Note:

You can specify a language in the Display name or Application description.

5. Select Next.

The system displays the Type screen.

6. Under Application, select Accessed from a server.

7. Under Server application type, select Installed application.

8. Select Next.

The system displays the Location screen.

9. Enter one of the following Command line entries at the Command line prompt:

Note:

Note:

If a different target directory was chosen during installation of CMS Supervisor PC client, the path to ACSRun.exe is different.

Language

Chinese

German

Command (32-bit system path)

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:chn

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:deu

Spanish

French

Italian

Japanese

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:eso

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:fra

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:ita

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:jpn

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

55

Chapter 7: Installing CMS Supervisor PC client with Citrix XenApp 6.0 and 6.5

Language

Korean

Dutch

Portuguese

Russian

Traditional

Chinese

Command (32-bit system path)

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:kor

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:nld

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:ptb

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:rus

"C:\Program Files\Avaya\CMS Supervisor R18\ACSRun.exe" /L:tch

Language

Chinese

German

English

Spanish

French

Italian

Japanese

Korean

Dutch

Command (64-bit system path)

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:chn

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:deu

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:enu

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:eso

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:fra

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:ita

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:jpn

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:kor

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:nld

Russian

Traditional

Chinese

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:rus

"C:\Program Files (x86)\Avaya\CMS Supervisor R18\ACSRun.exe" /L:tch

10. Click Next.

The system displays the Servers screen.

11. Highlight servers to add.

12. Select Add to include servers that will host the CMS Supervisor PC client application.

13. Select Next once completed.

The system displays the Users screen.

14. Select the appropriate directory type in the Select directory type drop-down list.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

56

Installing the software

15. Click Add and select the available users in the selected directory type.

16. Click Next.

The system displays the Shortcut presentation screen.

17. Select the shortcut settings as needed for your Citrix applications. You can add a shortcut to your Start menu or to your desktop.

18. Select Next.

The system displays the Publish immediately screen.

19. Select Configure advanced application settings now.

Important:

!

Important:

You must enable the CMS Supervisor PC client application for all Citrix users.

20. Select Next.

The system displays the Access control screen.

21. Select the access settings as necessary.

The defaults for access control are Allow connections made through Access Gateway

Advanced Edition (version 4.0 or later), Any connection, and Allow all other

connections.

22. Select Next.

The system displays the Content redirection screen.

23. Configure appropriate application limits.

24. Select Next.

The system displays the Limits screen.

25. Set CPU priority level to Normal only if you are using Citrix 5.0.

26. Select Next.

The system displays the Client options screen.

27. Select the following options:

●

Enable legacy audio

●

Start this application without waiting for printers to be created

Note:

Note:

Selecting Start this application without waiting for printers to be created means that printing is not available immediately when CMS Supervisor PC client starts.

28. Select Next.

The system displays the Appearance screen.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

57

Chapter 7: Installing CMS Supervisor PC client with Citrix XenApp 6.0 and 6.5

29. Set the Session Window size to 1024x768. Set the number of colors to High color (16-bit) only if you are using Citrix 5.0.

Important:

!

Important:

Do not select the Hide application title bar.

30. Click Finish when the settings have been administered.

31. You have successfully configured the CMS Supervisor PC client application.

Enabling the application for the user

To enable the application on Citrix 5.0, perform the following steps:

1. On the Citrix Access Management Console window, select Citrix Resources > Farm

Name > Applications.

2. Select the name of the application you want to enable, for example, CMS Supervisor PC client.

3. Click on Enable Application under the Common Tasks frame.

4. Click Yes to enable the application.

Launching the CMS Supervisor PC client application

Once the application has been configured within Citrix XenApp, log in to the Citrix server using a web browser or Citrix client software and select the CMS Supervisor PC client application.

The application can then be used normally.

Uninstalling the software

This section describes how to uninstall the CMS Supervisor PC client software on servers

running Citrix XenApp 6.0 and 6.5. For more information see Uninstalling CMS Supervisor PC client on page 61.

Note:

Note:

After the software is uninstalled, all software is removed from the server PC

(HKCU Registry entries may persist within the Citrix XenApp environment).

This section includes the following topics:

●

Prerequisites on page 59

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

58

Considerations when using Citrix XenApp

●

●

Precautionary measures on page 59

Uninstalling the software on page 59

Prerequisites

●

●

●

You must be logged in as administrator or have administrator privileges

Stop or exit any CMS Supervisor PC client sessions. The automated uninstaller will fail if

CMS Supervisor PC client is running.

Remove the application from Citrix XenApp.

Precautionary measures

!

CAUTION:

CAUTION:

●

●

●

●

Once the uninstall has started, do not break out of the uninstall process. Breaking out of the uninstall process may cause corruption in the Windows Registry. If corruption occurs, you might need to call Avaya technical support.

If the uninstaller stops due to an instance of CMS Supervisor PC client running, exit the CMS Supervisor PC client session and rerun the uninstaller.

Uninstalling removes the CMS Supervisor PC client software for all users on the PC not just the current user.

Uninstalling the software will not remove CMS Supervisor PC client specific data from the HKEY_CURRENT_USER area of the registry for users accessing the software via

Citrix XenApp.

Uninstalling the software

Use the Windows Control panel to uninstall the CMS Supervisor PC client application.

Considerations when using Citrix XenApp

This section contains the list of known issues of operation for CMS Supervisor PC client on servers running Citrix XenApp 6.0 and 6.5.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

59

Chapter 7: Installing CMS Supervisor PC client with Citrix XenApp 6.0 and 6.5

●

●

●

Automatic scripts are not supported when running CMS Supervisor PC client via Citrix

XenApp.

While running CMS Supervisor PC client through Citrix, users must use their own unique login to the CMS Server. Sharing CMS accounts can cause the connection to be rejected.

When applying Group Policy and other restrictions on a Citrix Server, administrators should not interfere with the normal operation of CMS Supervisor PC client.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

60

Chapter 8: Uninstalling CMS Supervisor

PC client

This section provides procedures for uninstalling Avaya Call Management System (CMS)

Supervisor.

This section includes the following topics:

●

●

CMS Supervisor PC client uninstall using the Microsoft Windows Add/Remove Programs wizard on page 61

CMS Supervisor PC client silent uninstall on page 62

CMS Supervisor PC client uninstall using the Microsoft

Windows Add/Remove Programs wizard

You can easily uninstall the Avaya Call Management System (CMS) Supervisor application with the Microsoft® Windows Add/Remove Programs wizard. Uninstall removes the CMS

Supervisor PC client files and directories from the PC.

To uninstall CMS Supervisor PC client, do the following steps:

1. Close all programs that are running on the PC.

2. From the Microsoft Windows Start menu, select Settings > Control Panel (or simply

Control Panel depending on your version of Windows).

3. Execute the Add/Remove Programs feature.

The system displays the Add/Remove Programs Properties window. (Uninstall a

program or Programs and Features in Windows 7/8/10).

4. Select the Install/Uninstall tab. (Skip this step for Windows 7/8/10).

5. Highlight the entry for CMS Supervisor PC client in the list of installed software.

6. Select Add/Remove. For Windows 7/8/10, select the Uninstall button.

The removal process is started.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

61

Chapter 8: Uninstalling CMS Supervisor PC client

CAUTION:

7. Select Yes or OK.

The system displays the Perform Uninstall window and a progress indicator shows what percentage of the files are uninstalled.

!

CAUTION:

If you press Cancel at this time, the system cancels the uninstall process.

However, because some files have been deleted, CMS Supervisor PC client will not run. Also, the system prevents you from trying to uninstall CMS Supervisor

PC client files a second time if you cancel the first attempt.

After the uninstall is complete, the system returns you to the desktop.

CMS Supervisor PC client silent uninstall

For information on CMS Supervisor PC client silent uninstall, see

CMS Supervisor PC client silent installation and uninstallation on page 50.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

62

Chapter 9: Getting started with CMS

Supervisor PC client

This section provides procedures for common operations that you will perform in Avaya Call

Management System (CMS) Supervisor.

This section includes the following topics:

●

●

●

●

About CMS server connection settings on page 63

Open the CMS Supervisor PC client application on page 64

Establish the connection on page 64

Log in to the CMS server for the first time on page 68

●

●

●

●

●

Log in to the CMS server after the first time on page 69

Log off the CMS server on page 71

Exit CMS Supervisor PC client on page 72

Change connection settings on page 72

Close CMS Supervisor PC client windows on page 73

About CMS server connection settings

You must establish connection settings before you can connect to the Avaya Call Management

System (CMS) server.

This section includes the following topics:

●

Connection options on page 63

●

Automatic and manual on page 64

Connection options

CMS Supervisor PC client has the following connection options to a CMS server:

●

●

Network

Serial

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

63

Chapter 9: Getting started with CMS Supervisor PC client

●

●

Modem

SSH

Automatic and manual

There are two ways to set these options to connect to the CMS server:

●

Automatic - This method logs in to the CMS server through the Graphical User Interface

(GUI).

●

Manual - This method logs in to the CMS server through a command line. You would use manual login for the following reasons:

- You need to login as the cmssvc or cms user ID.

- You are instructed to do so for troubleshooting.

Note:

Note:

If you need information about your Linux® or Solaris system for the purpose of logging in through CMS Supervisor PC client, see your Linux® or Solaris system administrator.

Open the CMS Supervisor PC client application

To open the CMS Supervisor PC client application, do the following steps:

1. From the Microsoft Windows Start Menu, select Programs > Avaya > CMS Supervisor

R18> CMS Supervisor R18 -- English.

At this point, the CMS Supervisor PC client application is open, but you are not logged in to the CMS server. If you have not yet established connection settings to a CMS server, the system displays the CMS Supervisor Controller and an Options window.

2. Continue with Establish the connection on page 64.

Establish the connection

This section includes the following topics:

●

●

Choose settings on page 65

Establish network settings on page 66

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

64

Establish the connection

●

Establish serial settings on page 67

●

●

Establish modem settings on page 67

Establish SSH settings on page 68

To establish connection settings to a CMS server, you must use the Options window. This window is displayed with the CMS Servers tab as the only active tab.

Besides New, the other options in the CMS Servers tab are as follows:

●

Remove - Highlight the name of the server and select this option to remove the CMS server configuration that you entered previously. You will see a message that asks if are sure you want to delete the server configuration. Select Yes or No.

●

Properties - Highlight the name of the server and select this option to display the Server

Properties window, where you can view or change the CMS server configuration properties.

Choose settings

To choose the settings, do the following steps:

1. Perform one of the following actions, depending on how you want to connect to the CMS server:

If you want to connect Then

Manually

Automatically

Select the Manual Login check box.

Do not select the Manual Login check box.

For more information, see

Automatic and manual on page 64.

2. Since this is a new connection, select New.

The system displays the Server Properties window.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

65

Chapter 9: Getting started with CMS Supervisor PC client

3. Perform one of the following actions, depending on the type of connection that you want to establish:

For

A network connection

A serial connection

A modem connection

A network connection using SecureShell (SSH)

The following window is displayed

Go to

The Server Properties window with network settings.

The Server Properties window is displayed with serial settings.

The Server Properties window is displayed with modem settings.

The Server Properties window is displayed with network settings.

Establish network settings on page 66

Establish serial settings settings on page 67

Establish modem on page 67

Establish SSH settings on page 68

Establish network settings

To establish a network connection, do the following steps:

1. In the Connection box, make sure Network is selected.

2. In the Server Name text box, enter the name of the server that you will use.

3. In the Network Port text box, use the default of

23 unless otherwise instructed by your system administrator.

4. Select OK.

The system displays the CMS Servers tab with the options that you chose.

5. Select OK to accept the network settings. You must select a server from the list before you select OK.

The system displays the Avaya CMS Supervisor Controller window. At this point, you are still not logged in to the CMS server, but you have established connection settings to the

CMS server.

6. Continue with

Log in to the CMS server for the first time on page 68.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

66

Establish the connection

Establish serial settings

To establish a serial connection, do the following steps:

1. In the Connection box, make sure Serial is selected.

2. In the Server Name text box, enter the name of the server that you will use.

3. Select the correct settings for all the fields in the Serial Settings box.

See your CMS administrator for the appropriate serial settings.

4. Select OK.

The system displays the CMS Servers tab.

5. Select OK.

The system displays the Avaya CMS Supervisor Controller window. At this point, you are still not logged in to the CMS server, but you have established connection settings to the

CMS server.

6. Continue with

Log in to the CMS server for the first time on page 68.

Establish modem settings

To establish a modem connection, do the following steps:

1. In the Connection box, make sure Modem is selected.

2. In the Server Name text box, enter the name of the server that you will use.

3. In the Phone Number text box, enter the telephone number of the CMS server.

If you do not know the telephone number, contact your CMS administrator.

4. In the Modem box, select the modem from the pull-down list of modems that are configured in Microsoft Windows.

5. Select OK.

The system displays the CMS Servers tab.

6. Select OK.

The system displays the Avaya CMS Supervisor Controller window. At this point, you are still not logged in to the CMS server, but you have established connection settings to the

CMS server.

7. Continue with

Log in to the CMS server for the first time on page 68.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

67

Chapter 9: Getting started with CMS Supervisor PC client

Establish SSH settings

To establish a SecureShell (SSH) connection, do the following steps:

1. In the Connection box, make sure SSH is selected.

2. In the Server Name text box, enter the name of the server that you will use.

3. In the Network Port text box, use the default of

22 unless otherwise instructed by your system administrator.

4. Select OK.

The system displays the CMS Servers tab.

5. Select OK to accept the network settings. You have to select a server from the list before you select OK.

The system displays the Avaya CMS Supervisor Controller window. At this point, you are still not logged in to the CMS server, but you have established connection settings to the

CMS server.

6. Continue with

Log in to the CMS server for the first time on page 68.

Log in to the CMS server for the first time

Important:

!

Important:

Windows has certain words that are reserved due to MS-DOS compatibility reasons. These words cannot be used as user login ids because the OS generates an error when, as a part of the logging in procedure, Supervisor tries to create a directory with the name of the login id provided. The following are reserved words and not permitted to be used as login ids:

con, nul, aux, com1, com2, com3, com4, com5, com6, com7, com8, com9, lpt1, lpt2, lpt3, lpt4, lpt5, lpt6, lpt7, lpt8, lpt9

After you establish connection settings to the CMS server, you will log in to the CMS server.

To log in to the CMS server for the first time, do the following steps:

1. Use one of the following methods to log in to the CMS server:

●

Select Login from the Connect menu.

●

Select the Login icon .

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

68

Log in to the CMS server after the first time

2. Depending on how you established connection settings to the CMS server, one of two actions will occur:

For

An automatic login connection

A manual login connection

Then

The system displays the

Login Information window.

The system displays the

Manual Login.

Go to

Step 3 in

Automatic login on page 69

Step 2 in Manual login on page 70

Note:

Note:

For SecureShell (SSH) connections, your user ID must have a corresponding password before you can log in to the CMS server. If your user ID was created through the CMS ASCII interface or through CMS Supervisor PC client and you have not yet set a password, you will not be able to log in through an SSH connection.

Log in to the CMS server after the first time

After you log in to CMS Supervisor PC client for the first time and establish your login ID and password, the login procedures change slightly. Follow the procedures for either an automatic or a manual login.

This section includes the following topics:

●

Automatic login on page 69

●

Manual login on page 70

Automatic login

If the connection settings are established for automatic login, you will log in to the CMS server through the Automatic Login window. Now, each time that you open CMS Supervisor PC client, the system displays the Avaya CMS Supervisor Controller window and the Login

Information window.

To log into the CMS server with automatic login, do the following steps:

1. Launch CMS Supervisor icon by executing it from its program group or from the desktop.

The system displays the Avaya CMS Supervisor Controller window with the Login

Information window in front of the Controller.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

69

Chapter 9: Getting started with CMS Supervisor PC client

2. From the CMS Server pull-down list, select the IP address or name of the CMS server.

3. Enter your CMS login ID in the Login ID field, or choose it from the history list of IDs if it has been entered previously.

4. Enter your CMS password in the Password field.

5. Select OK.

The system displays a message box that indicates that CMS Supervisor PC client is connecting to the CMS server.

Once you connect to the CMS server, the system displays the Avaya CMS Supervisor

Controller window with the CMS operations that are available on the toolbar. The status line is active and the system displays two new menus, Commands and Scripts, in the menu bar.

Related topic

For more information on the scripting feature, refer to the Avaya Call Management System

Administration guide.

Manual login

If the connection settings are established for manual login, you will log in to the CMS server through the Manual Login window. Now, each time that you open CMS Supervisor PC client, the system displays the Avaya CMS Supervisor Controller window and the Manual Login window.

Important:

!

Important:

The Manual Login window is not recommended for standard Solaris use. For example, do not use this window to edit files. The Manual Login window is not a

Terminal Emulator.

To log into the CMS server with manual login, do the following steps:

1. Launch CMS Supervisor icon by executing it from its program group or from the desktop.

The system displays the Avaya CMS Supervisor Controller window with the Manual Login window in front of the Controller. At this time, you are not logged in to the CMS server.

2. At the login prompt, enter your CMS login ID.

The system displays the prompts only after you enter information for the previous prompt.

All prompts are shown in the example of the Manual Login window for convenience.

3. At the password prompt, enter your CMS password.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

70

Log off the CMS server

4. Perform one of the following actions, depending on which prompt that the system displays:

If the system displays

The

Enter Terminal Type prompt

The Linux® or Solaris system prompt

Then enter cvsup cms

The system displays the Avaya CMS Supervisor Controller window.

Once you connect to the CMS server, the system displays the Avaya CMS Supervisor

Controller window with the CMS operations that are available on the toolbar. The status line is active and the system displays two new menus, Commands and

Scripts, in the menu bar.

Related topics

For more information on the scripting feature, see the Avaya Call Management System

Administration guide.

For more information about how to use the Avaya CMS Supervisor Controller window, see the Avaya Call Management System Administration guide.

Log off the CMS server

To log off the CMS server, do the following steps:

1. Use one of the following methods to log off of the CMS server:

●

●

Select Logout from the Connect menu.

Select the Exit icon.

●

You are logged out of the CMS server and out of CMS Supervisor PC client.

Select the Logout icon.

The system asks you to verify whether you want to log out.

2. Select Yes to log off the CMS server.

●

●

If you selected Exit in Step 1, CMS Supervisor PC client logs you out of CMS and

exits.

If you selected Logout in Step 1, CMS Supervisor PC client logs you out of CMS, but

the Controller window remains open.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

71

Chapter 9: Getting started with CMS Supervisor PC client

3. Go to

Exit CMS Supervisor PC client on page 72.

Exit CMS Supervisor PC client

To exit the CMS Supervisor PC client application, do the following steps:

1. From the Connect menu, select Exit.

●

If you have logged off from the CMS server, CMS Supervisor PC client is then closed.

●

If you have not logged off the CMS server, the system displays the following message:

"You are currently logged in. Are you sure you want to exit?"

2. Select one of the following:

If you select

Yes

No

Then

CMS Supervisor PC client automatically logs you off from the CMS server and then exits.

You are returned to the CMS Supervisor

Controller window and remain logged in to the

CMS server.

Change connection settings

Important:

!

Important:

You cannot be logged in to a CMS server when you change connection settings.

To change connection settings to the CMS server, do the following steps:

1. Start CMS Supervisor PC client.

2. Select Cancel from either the Login Information window or the Manual Login window.

The system displays the Avaya CMS Supervisor Controller window.

3. Select the Options icon .

The Options window appears with focus on the CMS Servers tab.

4. On the CMS Servers tab, select Properties.

The system displays the Server Properties window. Notice that the server name is displayed and cannot be changed.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

72

Close CMS Supervisor PC client windows

5. In the Connection box, select the type of connection you want: Network, Serial, Modem, or SSH.

6. Change any settings as needed.

For information about how to enter serial and modem information, see

Establish the connection on page 64.

7. Select OK to change the connection.

The system displays the CMS Servers tab.

Close CMS Supervisor PC client windows

To close CMS Supervisor PC client windows, use any of the standard Microsoft Windows-based methods. You can also select Exit from the Connect menu to close all windows and quit the

CMS Supervisor PC client application.

If the CMS server shuts down or is changed to single-user mode, CMS Supervisor PC client displays a warning message and then any open windows are closed.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

73

Chapter 9: Getting started with CMS Supervisor PC client

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

74

Chapter 10: CMS operations in CMS

Supervisor PC Client

This section provides information about the menus that you use to perform Avaya Call

Management System (CMS) operations in Avaya CMS Supervisor PC client.

This section includes the following topics:

●

●

About operations on page 75

Actions menu on page 76

About operations

This section includes the following topics:

●

●

Tasks on the Operations tab on page 75

How to get to the Operations tab on page 76

Tasks on the Operations tab

Use the Operations tab to perform the following tasks:

●

●

●

●

Add items to the database

Find items in the database

Modify items in the database

Delete items from the database

Related topics

For detailed information about these tasks, see the Avaya Call Management System

Administration guide.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

75

Chapter 10: CMS operations in CMS Supervisor PC Client

How to get to the Operations tab

Use any of the following paths to navigate to the Operations tabs of each specific area:

●

Commands > Dictionary

●

●

Commands > Exceptions

Commands > Agent Administration

●

●

Commands > Tenant Administration

Commands > Call Center Administration

●

●

Tools > System Setup

Tools > Maintenance

●

Tools > User Permissions

Actions menu

This section includes the following topics:

●

Purpose on page 76

●

Action menu items on page 77

Purpose

The Actions menu is found in the Dictionary, Exceptions, Agent Administration, Call

Center Administration, Maintenance, System Setup, and User Permission operations windows. Actions are used to perform Avaya CMS-related functions.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

76

Actions menu

Action menu items

The following table lists the Actions menu items, their associated buttons, and a definition of each action.

Note:

Note:

Some of these actions are only available at specific times under certain conditions.

Action

Add

Cancel

Button Description

Adds the data that you entered in the current window to the database.

Cancels the operation that is in progress.

Copy Group/

Create

Delete

Creates a new group from an existing one.

Exit

Removes the entry on your current window from the

Avaya CMS database.

Exits the window and other associated windows.

Find one

Get contents

Searches the database for entries that match the input values in the current window.

Provides access to the members of the agent group.

List all

List Devices

Modify

Next

Lists all of the entries that matched the current field values.

Lists all the devices that are specified in the Backup/

Restore Devices window.

Changes the database entry to reflect the new values that are entered in the current window.

If you have used the Find One function, the Next button displays the next match that is found.

Otherwise, this button is not available.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

77

Chapter 10: CMS operations in CMS Supervisor PC Client

Action

Previous

Run/Start

Script...

Select tables

Button

No icon

Description

If you have used the Find One function, the Previous button displays the previous match that is found.

Otherwise, this button is not available.

Starts the process for your current window.

Displays the Save as Script - Action window. Use this window to enter information in the appropriate fields, and then select Add, Modify, or Delete, and save it as a script. If Add, Modify, or Delete are not present, the

Save as Script menu item is not present.

Allows you to select specific tables to back up or restore.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

78

Chapter 11: Installing and using Terminal

Emulator

This section explains how to install Terminal Emulator and set up profiles.

This section includes the following general information:

●

About Terminal Emulator on page 79

●

●

Terminal Emulator main window on page 81

The Terminal Emulator window on page 84

●

●

Communications tab on page 88

Modem tab on page 90

●

●

Font tab on page 92

Install Terminal Emulator on page 93

●

●

Open Terminal Emulator on page 93

Log in to CMS on page 93

●

●

Exit Terminal Emulator on page 95

Edit profiles on page 95

●

●

Delete profiles on page 96

Terminal Emulator messages on page 97

●

●

Resolve Terminal Emulator font problems on page 99

Terminal Emulator silent install and uninstall on page 99

About Terminal Emulator

This section includes the following topics:

●

●

Description of Terminal Emulator on page 80

Installation information on page 80

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

79

Chapter 11: Installing and using Terminal Emulator

Description of Terminal Emulator

Terminal Emulator is a software application that emulates a 615 Color (615C) terminal. Use

Terminal Emulator to access the Avaya Call Management System (CMS) server from a PC with

Microsoft Windows. You can use Terminal Emulator with any Avaya CMS server that supports

615 or 615C terminal types.

Note:

Note:

Terminal Emulator is available only with English as interface language.

This application can also be used as a telnet application to a host computer that is not running

Avaya CMS.

Terminal Emulator requires the remote host computer to have a terminfo file supporting the

615C color terminal type. This file is a standard part of Avaya CMS. However, if you access a remote host computer that does not have a terminfo file supporting a 615C, Terminal Emulator may not work correctly.

Terminal Emulator is most often used to access the following CMS capabilities, which are not available through Avaya CMS Supervisor PC client:

●

ACD Administration - Vector Contents

●

You can also use Visual Vectors to access vector information and edit vectors.

cmsadm and cmssvc login capabilities

●

●

UNIX system command capabilities

INFORMIX database commands

●

●

Forecasts (if purchased)

Shortcuts

●

●

Timetables

Creating and Editing CMS Custom Reports

●

Graphical ACD Administration for Avaya communication servers with Expert Agent

Selection (EAS)

Installation information

Terminal Emulator is packaged with CMS Supervisor PC client, but you must install it separately. It is not automatically installed with the latest version of CMS Supervisor PC client.

For further information on installing Terminal Emulator, see Install Terminal Emulator on page 93

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

80

Terminal Emulator main window

Terminal Emulator main window

Using the Terminal Emulator main window, you can access the CMS subsystems, view information about an open connection profile, access the terminal emulator help, and perform other functions such as the various commands available in Terminal Emulator.

CMS main menu

The CMS main menu is the window that displays on the left side of the Terminal Emulator window. You can use the CMS main menu to access all of the CMS subsystems. There are three ways you can make a menu selection:

●

●

●

Press the key for the first unique letter of the menu item (for example, D for Dictionary) and then press the Enter key to select the item.

Use the up or down arrow keys to highlight the name of the subsystem you would like to access and then press the Enter key to select the item.

Press the Tab key to move the highlight to the next menu item (or Shift + Tab to move to the previous menu item) and then press the Enter key to select the item.

Title Bar

The top border of a window displays the title of the window. If a connection profile is open in

Terminal Emulator, its name is also displayed in the title bar. Otherwise, (untitled) is displayed.

Menu Bar

The Terminal Emulator menu bar contains the following menus:

●

●

Profile

Edit

●

●

Connection

Help

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

81

Chapter 11: Installing and using Terminal Emulator

Terminal Emulator Function Keys

Like a 615C terminal, there are eight function keys at the bottom of the Terminal Emulator window, which correspond to the function keys on your keyboard. If a connection is not active to a remote host computer, Terminal Emulator labels the keys F1 through F8.

If a connection is active to a remote host computer supporting the 615C terminal type, you may access the function keys using either of the following methods:

●

Press the corresponding function key on the keyboard (the same way you access the function keys from the 615C terminal).

●

Use the mouse to click on a function key button at the bottom of the Terminal Emulator window. Note that your mouse cannot be used to select items on the remote host computer menus that are displayed inside the emulation window.

When Terminal Emulator is connected to a CMS system, the screen labels indicate the function each key performs. Following are the function keys available in Terminal Emulator.

This section includes the following topics:

●

Help Function Key (F1) on page 82

●

●

Window Function Key (F2) on page 82

Commands Function Key (F3) on page 82

●

●

Keep Function Key (F4) on page 83

Exit Function Key (F5) on page 83

●

●

Scroll Function Key (F6) on page 83

Current Function Key (F7) on page 84

●

Main Menu Function Key (F8) on page 84

Help Function Key (F1)

The Help Function Key displays the CMS Help menu that allows access to online user information. For example, if you need help with a particular input field on a CMS screen, you can select Field Help and get information pertaining to that particular field. If you need help on the use of a window, you can select More help and get the information.

Window Function Key (F2)

The Window Function Key is used to list, move, and size windows.

Commands Function Key (F3)

The Commands Function Key (F3) allows you to perform the following actions:

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

82

Terminal Emulator main window

●

●

●

●

●

●

●

●

●

●

Print the current window

Create and change passwords

Access the UNIX/Solaris system

Select colors

Select a default printer

Change your ACD (real or pseudo)

Save your own default values

Restore the system default values

Set the type of exception notification you receive

Receive a warning when you log off with open windows.

Keep Function Key (F4)

From the Keep Function Key menu, you can create, modify, view, or delete timetables and shortcuts on the CMS server.

Exit Function Key (F5)

The Exit Function Key (F5) works as follows:

●

●

With user windows, the Exit Function Key allows you to close the current window. Focus is then placed on the previously opened window. If no other windows are open, you are returned to the Main Menu. Any secondary windows associated with the current window are closed when this key is pressed.

With menus/submenus, pressing the Exit Function Key moves the cursor to the previous menu or submenu selection and the current submenu is closed.

●

With Function Key menus, if the cursor is on the first Function Key menu (not a Function

Key submenu) and you press the Exit Function Key, the cursor returns to the previous position in the current open window or to the Main Menu if there are no open windows.

Scroll Function Key (F6)

The Scroll Function Key allows you to toggle between field traversal (input mode) and paging/ scrolling.

Note:

Note:

The Scroll Function Key is not necessary in output windows, since you are in scroll mode in these windows.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

83

Chapter 11: Installing and using Terminal Emulator

Current Function Key (F7)

The Current Function Key (F7) allows you to step through the open CMS windows.

Main Menu Function Key (F8)

The Main Menu Function Key displays the Avaya CMS main menu in the Terminal Emulator window but leaves the current window open. Any displayed submenus or Function Key menus disappear.

The Terminal Emulator window

This section includes the following topics:

●

●

Profile menu on page 85

Edit menu on page 86

●

●

Connection menu on page 87

Reset menu on page 87

●

Help menu on page 88

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

84

The Terminal Emulator window

Profile menu

From this menu you, can create, open, and save a connection profile. You can also exit

Terminal Emulator from this menu. Profiles are used to store information that is related to how a particular user connects to the remote host. The following table lists the items on the Profile menu and describes the action that each item performs.

Menu item

New

Open...

Save

Save As...

Action

Creates a new connection profile. By default, this connection profile is named “profile 1” until you save it. This item is unavailable if a connection is already active.

Selecting this menu item displays the Open Profile dialog box allowing you select and open a previously created profile.

The Open Profile dialog box allows two different methods of opening a profile:

●

Open - Loads the profile and the associated configuration without connecting to the remote system.

●

Connect - Loads the selected profile and the associated configuration and then connects to the remote system.

Once you open a profile, it will then occupy the first position in the list of recently accessed profiles under the Profile menu.

This item is disabled if an active connection currently exists.

Saves the currently loaded connection profile.

Displays the Save Profile As dialog. In the Profile Name field, enter the name under which the currently loaded profile will be saved. Alternatively, choose to overwrite an existing profile by highlighting it in the list box and selecting the OK button.

Note:

Note:

If you use an existing profile name, you are presented with a message asking you to confirm the overwriting of the selected profile.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

85

Chapter 11: Installing and using Terminal Emulator

Menu item

1...4

Exit

Action

Displays the four most-recently opened connection profiles. You can choose a numbered profile for quick access. The most recently selected profile that you choose becomes profile number

1, and the other items are renumbered accordingly. These items are unavailable if there is a connection already active.

Exits Terminal Emulator. If there is a connection profile that is modified but not saved, a message box asks you if you want to save the changes to the connection profile. You can also exit

Terminal Emulator using any of the standard Windows methods for ending a running application. See your Microsoft Windows documentation for more information.

Edit menu

From this menu, you can copy selected text to the Microsoft Windows Clipboard, paste the contents of the Clipboard to a remote host computer, and clear the contents of the Clipboard. In this case, pasting means sending the selected text to the screen as if it were typed by the user.

The capability to cut text is not supported by Terminal Emulator. The following table lists the items on the Edit menu and a brief description of the action each item performs. You can also use the basic Microsoft Windows keyboard shortcuts.

Menu item

Copy

Paste

Clear

Action

Copies the selected text to the Windows Clipboard. The keyboard shortcut for this action is Ctrl + Insert. See your

Microsoft Windows documentation for details on how to select text.

Pastes the contents of the Microsoft Windows Clipboard to the location of your cursor on your PC as if you had entered it.

Alternatively, the Shift+Insert keyboard shortcut can be used.

Clears (deletes) the contents of the Microsoft Windows clipboard.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

86

The Terminal Emulator window

Connection menu

From this menu, you can connect to, disconnect from, or send a break sequence to a remote host computer. This menu can also be used to set up or change Terminal Emulator options

(communications, modem, and font) for the currently selected profile. The Connection menu contains the following items:

Menu item

Connect

Disconnect

Send Break

Options...

Action

This menu item establishes a connection to a remote host computer as specified in the current connection profile. If a connection is already active, this menu item is disabled.

Disconnects the currently active connection. This menu item is disabled if a connection is not currently active.

Sends a break sequence to the remote host computer. The keyboard shortcut for a break sequence is Ctrl + F5. A break is used to temporarily suspend an operation or transmission of information. If your connection is unresponsive and the host appears not to respond when you press keys on your keyboard, you may want to send a break sequence.

Select this item from the Connection menu to display the

Options for profile dialog box. This dialog box allows you to configure the communications configuration for a new or currently open profile.

For more information, see one of the following topics:

●

●

Communications tab on page 88

Modem tab on page 90

●

Font tab on page 92

Once you have supplied all necessary information, select the

OK button to save your changes. Otherwise, select the Cancel button to disregard any changes that have been made.

For additional information, see Setting Terminal Emulator

Options.

Reset menu

From this menu, you can reset the terminal for Terminal Emulator. This provides a way to log in to Audix and the communication server.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

87

Chapter 11: Installing and using Terminal Emulator

Help menu

From this menu, you can get online Help for Terminal Emulator. The following table lists the items on the Help menu and describes the action that each item performs.

Menu item

Contents

Technical Support

About...

Action

Selecting the Contents item from the Help menu initializes the Terminal Emulator online help and displays the table of contents.

Shows how to receive Terminal Emulator technical support.

Displays the Terminal Emulator Help About window, including version number and Avaya Inc. copyright information.

Communications tab

This section includes the following topics:

●

●

Purpose on page 88

Connection descriptions on page 89

●

●

Network connection settings on page 89

Serial and modem connection settings on page 90

Purpose

The Communications tab displays a window that lets you set up or change the connection options to a remote host computer.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

88

Communications tab

Connection descriptions

The following is a description of each of the connection options.

Connection

Network

Serial

Modem

SSH

Description

Use this option to connect to the remote Avaya CMS through a network.

Use this option to connect to the remote Avaya CMS through a serial connection.

Use this option to connect to the remote Avaya CMS through a modem.

Use this option to connect to the remote Avaya CMS through a network connection using SecureShell (SSH).

Network connection settings

After you select Network, you see the following fields.

Field

Network

Serial

Modem

SSH

Avaya CMS Network

Address

Network Port

Description

Select this option to connect to a remote CMS server through your local or wide-area network.

Select this option to connect to a CMS server through a serial connection via a COM port on your PC.

Select this option to connect to a remote CMS server through a dial-up connection via a telephone line.

Select this option to connect to a remote CMS server through your local or wide-area network using a

SecureShell (SSH) connection. This connection uses encrypted communications.

Enter the name or the Internet Protocol (IP) address of the remote host. There is no default.

Enter the network port that you want to connect. The default, except for SSH, is

23, which is the network port reserved for Telnet.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

89

Chapter 11: Installing and using Terminal Emulator

Serial and modem connection settings

After you select Serial or Modem, you see the following fields.

Setting

Port

Baud Rate

Flow Control

Parity

Data Bits

Stop Bits

Description

From the drop-down list, choose the name of the communication port that you will use to connect to the remote

CMS. The options are COM1, COM2, COM3, and COM4. If another application or device is using the selected port, a warning message is displayed stating that the selected port cannot be used for Terminal Emulator.

Note:

Note:

While a serial port or modem is connected to a remote host computer, the port cannot be used by any other application.

Choose a Baud Rate from the drop-down list. By default, 9600 is selected. The options are: 110, 300, 600, 1200, 2400, 4800,

9600, and 19.2K.

Choose a Flow Control setting from the drop-down list. By default, Xon/Xoff is selected. The options are: None, Xon/Xoff

(software), Rts/Cts, or Both (hardware).

Choose a Parity setting from the drop-down list. By default,

None is selected. The options are: None, Odd, Even, Mark, and Space.

Choose a Data Bits setting from the drop-down list. By default,

8 is selected. The options are: 5, 6, 7, and 8.

Choose a Stop Bits setting from the drop-down list. By default, 1 is selected. The options are: 1, 1.5, and 2.

Important:

!

Important:

Do not change these settings unless you are instructed to do so by your network administrator.

Modem tab

This section includes the following topics:

●

Purpose on page 91

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

90

Modem tab

●

●

Before you begin on page 91

Modem Commands field descriptions on page 91

Purpose

Select the Modem tab to set up or change dial strings that connect to the remote Avaya CMS through a modem port.

Before you begin

Before you can set the modem, go back to the Communications tab and set the following fields:

●

●

●

Port

Baud Rate

Flow Control = Rts/Cts

Modem Commands field descriptions

Use the following information to set up the modem connection.

Field

Phone Number

Dial Prefix

Dial Suffix

Hangup String

Reset String

Description

Enter the telephone number of the remote host computer to which you wish to connect.

Enter the characters to send to the modem before the telephone number of the remote host. For example, if a 9 must be dialed before the telephone number, enter 9 after the phrase ATDT (ATDT9).

Enter the digits to send to the modem after the telephone number of the remote host computer is dialed. For example, if you must enter an extension to reach the host computer, enter that extension in this field.

Enter the characters to send to cause the modem to hang up (disconnect) the connection to the remote host computer. By default, this field contains the string ATH.

Enter the characters to reset the modem. The default is

ATZ.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

91

Chapter 11: Installing and using Terminal Emulator

Field

Auto Retry

Time (seconds) allowed for connection

Description

Enables or disables the Auto Retry option. By default, this option is turned off and the modem tries only once to establish a connection to the remote Avaya CMS server.

Enter the maximum time to wait for a connection to a remote host computer to be established. Valid values are 1 to 999 seconds. By default, the value is 45 seconds.

Font tab

This section includes the following topics:

●

●

Purpose on page 92

Font Sizes field descriptions on page 92

Purpose

The Font tab allows you to select the size of the text that the Emulation Window displays. The default size is medium (approximately nine points).

Example

The following figure shows an example of the standard font settings for Terminal Emulator.

Font Sizes field descriptions

In the Font Sizes area, select one of the following:

Field

Small

Medium

Description

This font is approximately 8 points. It is appropriate for video displays that have a resolution of 640 x 480 (VGA) or less.

This font is approximately 9 points. It is appropriate for video displays that have a resolution of 800 x 600 or 1024 x 768.

Medium is the default font size.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

92

Field

Large

Sample text

Install Terminal Emulator

Description

This font is approximately 10 points. It is appropriate for video displays that have a resolution of 1024 x 768 or greater.

Provides a sample of the selected font size.

Install Terminal Emulator

To install Terminal Emulator, do the following steps:

1. On the CMS Supervisor PC client download page on the Avaya support site, browse to the

Terminal Emulator setup file,

SetupTE_XXNN.exe,where XX designates the current release lettering scheme and NN is the build number.

2. Execute the

SetupTE_XXNN.exe file to begin the installation.

After a short wait, the system displays the Terminal Emulator Setup Welcome.

3. Select Next to proceed with the installation.

4. Follow the instructions that the system displays on the windows to install Terminal

Emulator.

When the Installation is finished, the system displays the Installation Completed window.

5. Select Finish to return to your desktop.

Open Terminal Emulator

To open Terminal Emulator, select Programs > Avaya > Terminal Emulator R18> Terminal

Emulator R18 from the Start Menu. The Terminal Emulator window is then displayed with no active connection.

Log in to CMS

This section includes the following topics:

●

Create profiles on page 94

●

To stop the login process on page 94

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

93

Chapter 11: Installing and using Terminal Emulator

●

Log in with more than four profiles on page 94

Create profiles

To create a profile, do the following steps:

1. Open Terminal Emulator.

2. From the Profile menu, select New.

The system displays the Options window.

3. Set the Terminal Emulator options.

The Terminal Emulator options are grouped under three tabs: Communications,

Modem, and Font. For procedures on setting the options in each tab, see

Communications tab on page 88,

Modem tab on page 90, and

Font tab on page 92.

4. Select Save As from the Profile menu.

The system displays the Save Profile As box.

5. Enter the name of the profile in the Profile Name text box.

6. Select OK.

If you want to overwrite an existing profile with one you have just created, double-click the name in the list box.

7. Select the name of the profile you just created to login.

To stop the login process

While doing these procedures, if you want to stop the login process but keep Terminal

Emulator running, select Disconnect from the Connection menu. If you want to stop the login process and close Terminal Emulator, select Exit from the Profile menu.

Log in with more than four profiles

To log in to CMS if you have more than four profiles, do the following steps:

1. From the Profile menu, select Open.

When you select a connection profile, a connection is initiated and the system displays a status window. The system closes the status window when the connection is established.

●

If the connection is established through the network or a dedicated serial line, you see the Avaya CMS login prompt.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

94

Exit Terminal Emulator

Tip:

●

If the connection is established through a modem, the modem dials the number of the remote host and then attempts to connect.

2. At the login prompt, enter your CMS login ID, and press Enter.

3. At the password prompt, enter your CMS password, and press Enter.

4. At the terminal type prompt, enter cvterm and press Enter.

The system displays the CMS Main Menu.

Tip:

If the system displays a prompt, such as

$ or #, instead of the terminal type prompt or the CMS Main menu, enter

cms and press Enter.

Exit Terminal Emulator

To exit Terminal Emulator, do the following steps:

1. From the CMS Main Menu, select Logout.

The system displays a Terminal Emulator dialog box which indicates that the connection was broken.

If the system displays a prompt, such as

$ or #, instead of the terminal type prompt or the

CMS Main menu, enter

exit and press Enter.

2. Select OK.

3. From the Profile menu, select Exit.

If you select Exit or try to close the Terminal Emulator window while a connection is active, the system displays a message asking if you want to exit anyway.

Edit profiles

To edit an existing profile, do the following steps:

1. From the Profile menu, select Open.

2. Choose the name of the profile that you want to edit.

3. Select Open.

4. From the Connection menu, select Options.

5. Edit the profile.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

95

Chapter 11: Installing and using Terminal Emulator

6. Select OK.

7. From the Profile menu, select Save.

Delete profiles

Use this procedure to delete a profile so that it does not appear in Terminal Emulator.

Note:

Note:

Terminal Emulator should not be running when performing this procedure.

To delete an existing profile in Terminal Emulator:

1. Locate the cvterm.ini file, which can be found at the following location:

●

Windows 7/8/10: %APPDATA%\..\Local\VirtualStore\Windows

Note:

Note:

Note there is an

%APPDATA% area for each of the users on a PC.

2. Open cvterm.ini in the text editor of your choice.

The file will appear similar to the following:

[servername1]

font=small connect=net host=servername1.mycompany.com

netport= 23 commport= 1 baud= 9600 parity=n

Databits= 8

StopBits=1

FlowControl= 1 prefix=ATDT hangup=ATH reset=ATZ timeout= 45 cd_timeout= 300 auto_retry= 0

[Settings]

Profiles=servername1 servername2 order=servername2 servername1

Window=11475 4380

[servername2]

font=large connect=net host=servername2.mycompany.com

netport= 23 commport= 1 baud= 9600 parity=n

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

96

Terminal Emulator messages

Databits= 8

StopBits=1

FlowControl= 1 prefix=ATDT hangup=ATH reset=ATZ timeout= 45 cd_timeout= 300 auto_retry= 0

3. Under the

[Settings] entry, remove the profile name that you want to delete from the

Profiles= and order= lines.

4. Locate the

[profile name] that you want to delete and remove it along with the 16 lines that follow it.

5. Save the cvterm.ini file and close it.

Result: The deleted profile name will no longer appear in Terminal Emulator.

Terminal Emulator messages

Terminal Emulator displays error messages and information messages.

This section includes the following topics:

●

Description of error messages on page 98

●

Description of information messages on page 99

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

97

Chapter 11: Installing and using Terminal Emulator

Description of error messages

The following table describes the Terminal Emulator error messages.

Error message Description

Unable to connect to the remote host

The connection to the remote host was lost

The profile name does not exist

The profile name exists, replace?

You must specify a hostname to connect to.

Terminal Emulator failed to connect to the remote host. If the reason for failure can be determined, one of the following messages is displayed:

●

Busy, no answer.

●

●

The remote host is not responding.

The network is not responding.

Some possible causes for this message are:

●

●

The remote host computer has stopped functioning properly.

The network has dropped the connection.

●

The modem has hung up the line.

This message appears if you try to open a profile that does not exist.

This message appears if you try to save over a profile that currently exists.

The profile being used does not have a remote host system specified in the CMS Network Address field.

Wrong Font Being Used

If the font in the Sample Text window of the Font tab on the Options dialog is in italics, then the Courier New font is not present on your system or is corrupted. The text font used by Terminal Emulator is the Courier New true type font.

The font, CVTERM.TTF, is delivered with Terminal

Emulator, but this font is only used for the graphical effects for the 615C emulation.

If the wrong font is being used, you can attempt to remove and reinstall the Courier New font through the

Fonts tool in the Windows Control Panel. Alternatively, you can attempt to copy over the cour.ttf file in the

%windir%\Fonts directory with the same file from another PC.

Readme file not found

Ensure that the file, readme.txt, is located in the

Terminal Emulator installation directory.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

98

Resolve Terminal Emulator font problems

Description of information messages

The following table describes the Terminal Emulator information messages.

Information message Description

The profile name exists, replace?

Save changes to name?

Displays if you try to save a profile with the specified name and it already exists.

Appears if you try to exit Terminal Emulator without saving changes to the profile with the specified name. Select the Cancel button to exit the Save option.

A connection is active, exit anyway?

Displays if you try to exit Terminal Emulator while a connection is active.

Resolve Terminal Emulator font problems

In rare instances, the font used by Terminal Emulator does not install properly. If this happens, you will see characters instead of straight lines surrounding the CMS menus.

To resolve any Terminal Emulator font problems, do the following steps:

1. Use the uninstall program in Windows to uninstall Terminal Emulator.

2. Run

SetupTE_XXNN.exe again.

3. If this does not resolve the problem, uninstall Terminal Emulator again.

4. From a command prompt window, manually delete all cvterm.* files from the windows\ fonts directory.

5. Run

SetupTE_XXNN.exe again.

Terminal Emulator silent install and uninstall

You can install and uninstall Terminal Emulator R18 in the silent mode using the command line interface. If not specified, the target directory for the software is the same as the default install option from the GUI.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

99

Chapter 11: Installing and using Terminal Emulator

The --silent option is a required parameter for the install and uninstall commands.

The following table explains the other command line options:

Option

--Help

--LogDir=<directory>

--TargetDir=<directory>

Description

This option provides a summary of the available command line options

This option allows you to save a copy of the setup.log file in the specified directory.

This option defines the destination directory that you use when installing Terminal

Emulator.

Examples

Use the following command to install the software to

C:\Program Files\Avaya\TER18_0:

SetupTE_XXNN.exe /hide_progress --silent --TargetDir=C:\Program

Files\Avaya\TER18_0

Use the following command to uninstall the software:

SetupTE_XXNN.exe /hide_progress /uninst --silent

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

100

Chapter 12: Installation and OS and hardware support of Network

Reporting

This section explains how to install Network Reporting.

Installing Network Reporting

Note:

Note:

Network Reporting is made available along with CMS Supervisor PC client, but you must install Network Reporting separately. Network Reporting is not automatically installed with the latest version of CMS Supervisor PC client.

1. On the CMS Supervisor PC client download page on the Avaya support site, browse to the

Network Reporting setup file,

SetupNR_XXNN.exe, where XX designates the current release lettering scheme and NN is the build number.

2. Execute the

SetupNR_XXNN.exe file to begin the installation.

After a short wait, the system displays the Network Reporting Setup Welcome screen.

3. Select Next to proceed with the installation.

4. Follow the instructions that InstallShield Wizard displays on the windows to install

Network Reporting.

When the installation is finished, the system displays the Installation Completed window.

5. Select Finish to return to your desktop.

Uninstalling Network Reporting

1. Go to Control Panel > Program and Features.

2. In Uninstall or Change a Program, select Network Reporting.

3. Follow the instructions that InstallShield Wizard displays to uninstall Network Reporting.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

101

Chapter 12: Installation and OS and hardware support of Network Reporting

Hardware and software requirements

The following operating systems support Network Reporting:

●

●

Windows 7

Windows 8.x

●

Windows 10

To install and run Network Reporting, your system must meet the following minimum requirements:

●

A Pentium-class or compatible processor rated at the appropriate speed:

●

- Windows 7, Windows 8, and Windows 10: 1 GHz or faster

Free disk space:

●

- Windows 7, Windows 8, and Windows 10: 100 MB

RAM:

●

●

- Windows 7, Windows 8, and Windows 10: 1 GB

A color SVGA monitor and graphics adapter set to a resolution of at least 800x600

(1024x768 or greater recommended).

A network, serial, or modem connection.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

102

Chapter 13: Troubleshooting

If you have trouble with any of the procedures in this document, read this section before you call the Avaya support. The problem may be something simple that you can quickly solve yourself.

This section includes the following topics:

●

Check for serial or modem connection problems on page 112 on page 103

●

●

PC shutdowns and operating system crashes on page 105

Resolve error messages on page 105

●

●

Browse errors when logged into multiple CMS servers on page 110

Find OCX and DLL incompatibilities on page 110

●

●

Resolve TCP/IP host name on page 111

Check for serial or modem connection problems on page 112

General troubleshooting tips

This section includes the following topics:

●

●

Verify privileges on page 103

Verify swap files on page 103

●

●

Test operation of networking software on page 104

Preserve CMS Supervisor PC client user profiles on page 104

●

View the readme file on page 104

Verify privileges

To install CMS Supervisor PC client, verify that you have administrator privileges.

Verify swap files

If you have an older PC, make sure that your systems have permanent swap files. This increases performance during swap file operations.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

103

Chapter 13: Troubleshooting

Test operation of networking software

To ensure that the PC networking software is loaded and functional, you should test the networking connectivity to the target CMS server before you run CMS Supervisor PC client. To test this functionality, use the network ftp/telnet application. If this works, but CMS Supervisor

PC client still cannot establish connection, it is most likely a problem with the

WINSOCK.DLL file.

Preserve CMS Supervisor PC client user profiles

In the event of a failure during an upgrade, you can reinstall the old software. However, you will lose any previously-set preferences, scripts, or thresholds.

Use the following procedure to preserve user preferences before you perform an upgrade:

1. In Windows Explorer, locate the current user profiles.

The default location for R16, R17, and R18 (all operating systems), R15 (Windows Vista

OS) and R14.1 (Windows Vista OS) is:

%APPDATA%\Avaya\CMS Supervisor Rxx\Profiles

Note:

Note:

There is an

%APPDATA% directory for each of the users on the PC.

2. Open the directory and copy the

Profiles file tree to another location.

3. Run the uninstall program.

For more information, see

Uninstalling CMS Supervisor PC client on page 61.

4. Use the procedures in this chapter to reinstall CMS Supervisor PC client.

5. Copy the saved profiles to the default locations for each user as appropriate.

View the readme file

On the CMS Supervisor PC client software installation directory, locate and open the readme.txt file to view last-minute installation tips for this CMS Supervisor PC client release.

Since this file may contain valuable pre-installation information, you may want to read it now instead of waiting until the installation wizard prompts you to read it.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

104

PC shutdowns and operating system crashes

PC shutdowns and operating system crashes

If your PC shuts down, or your operating system crashes during an installation, Avaya Call

Management System (CMS) Supervisor will attempt to clean up the installation and re-install the files the next time you attempt the installation.

Resolve error messages

Use the following information to help you with error messages encountered while installing or logging in to CMS Supervisor PC client.

This section includes the following topics:

●

●

Installation messages on page 105

Login error messages on page 106

Installation messages

The following types of error messages can appear:

●

●

Information - Indicates that the error will not affect the success of the installation. Also indicates that you do not have privileges to perform the installation.

Warning - Indicates that the error may affect the success of the installation.

●

Severe - Indicates that the installation will fail, and that Setup will exit.

Error message

Installing to the

\WINDOWS or \

WINDOWS\SYSTEM directories is not permitted. Select another directory.

Invalid directory name specified.

Invalid Location. You cannot install

Avaya CMS Supervisor PC client to a floppy drive. Please select another location.

Corrective action

Select another directory.

Type

WARNING

Provide a valid directory name.

WARNING

Select another drive.

WARNING

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

105

Chapter 13: Troubleshooting

Error message Corrective action Type

Perform Rollback? This installation did not complete. Would you like to rollback the changes that were made during the partial installation?

The drive selected either does not exist or has insufficient space available.

Enter a different destination drive.

You do not have administrative privileges. Please log on as administrator and install Avaya

CMS Supervisor PC client.

Select Yes to delete files that were installed or to reinstate files in the registry that were changed during the partial installation.

Select another drive.

Contact your system administrator, or select a PC on which you have administrative privileges.

SEVERE

WARNING

INFORMATION

Login error messages

Error message Corrective action

A bad or invalid

WINSOCK.DLL was detected on the system. Please correct this problem and try again.

An action cannot be completed because a component (cvsServer) is not responding. Choose Switch To to activate the component and correct the problem.

Could not communicate with the modem.

Reinstall network stack.

Select Switch To to correct the problem.

Could not connect to the server

Your Avaya CMS Supervisor PC client software is not compatible with the

Avaya CMS server software. The Avaya

CMS server must be upgraded before you can log in. Contact your system administrator.

Make sure that the communications and modem settings are correct. Use the

Communications and Modem tabs in the

Options window to verify and change settings.

Try again. If you still have trouble after your third attempt, contact your system administrator to see if the server is working properly.

Contact your system administrator.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

106

Resolve error messages

Error message Corrective action

This version of Avaya CMS Supervisor

PC client is not compatible with the software on your Avaya CMS server.

Please upgrade your PC with the appropriate version of Avaya CMS

Supervisor PC client. Contact your

Avaya CMS system administrator.

Could not find the file

DALEAPP.EXE in the Avaya CMS Supervisor PC client directory. Please re-install this file into the Avaya CMS Supervisor PC client directory or contact technical support.

Could not initialize communications.

Could not initialize technical support

DALEAPP.EXE.

Please try to login again or contact

Could not open the specified serial port.

Please check communications settings, correct any problems, and try again.

Could not resolve the hostname

<user-entered server name>. Please check communications settings, correct any problems, and try again.

The application could not be started because system memory is low. Please close some applications and try again.

The application could not be started because the executable file is corrupt.

Please reinstall Avaya CMS Supervisor

PC client or call Technical Support.

The application could not be started because the executable was not found.

Please reinstall Avaya CMS Supervisor

PC client or call Technical Support.

Select a different server on which the CMS version that you selected is installed, or select a different CMS version.

Contact your CMS system administrator.

Reinstall CMS Supervisor PC client. If you cannot solve this problem yourself, If you continue to have this problem, you can contact support. See Support on page 11.

Try again. If you still have trouble after your second attempt, If you continue to have this problem, you can contact support. See

Support on page 11.

1. Restart your PC.

2. Try to connect again.

3. If this does not work, reinstall CMS

Supervisor PC client and try to connect.

4. If this does not work, If you continue to have this problem, you can contact support. See Support on page 11

In the Options window, check the settings under the Communications tab. Check to see if any other device is connected to the port and that you have the correct port assigned.

The hostname was not recognized by the

Domain Name Services (DNS). Try the IP address instead of the hostname. If this does not work, contact your system administrator.

Close any open applications and try again.

Remove CMS Supervisor PC client and reinstall it. If you continue to have this problem, you can contact support. See

Support on page 11.

Reinstall CMS Supervisor PC client or If you continue to have this problem, you can contact support. See Support on page 11

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

107

Chapter 13: Troubleshooting

Error message Corrective action

The application could not be started because the path to the executable was not found. Please reinstall Avaya CMS

Supervisor PC client or call Technical

Support.

The carrier detect signal was lost.

The passwords you entered do not match. Please retype the passwords and try again.

The serial connection was broken.

Reinstall CMS Supervisor PC client or If you continue to have this problem, you can contact support. See Support on page 11

The connection to the server has been lost, and Avaya CMS Supervisor PC client must exit. Please try to connect again later.

The connection to the server was lost.

The file,

WINSOCK.DLL, could not be found. Please ensure that this file is on your workstation's path.

The maximum number of Avaya CMS

Supervisor PC client logins on the server has been reached. Please try again later.

This is a modem-related problem. Try to connect again. If the problem persists, contact your system administrator.

This is a network-related problem. A nonrecoverable break in the network was received. Try to log in to the Avaya CMS server again. If the problem persists, contact your system administrator.

This is a network-related problem. A nonrecoverable break in the network was received. Try to log in to the Avaya CMS server again. If the problem persists, contact your system administrator.

Check for proper installation of the network.

Contact your system administrator for help.

The network connection to

<user-entered server name> timed out.

The network connection was broken.

The number of users that have been authorized to use CMS Supervisor PC client has been met. You will be denied login until the number of users fall below the authorized number.

If you continue to have this problem, you can contact support. If you continue to have this problem, you can contact support. See

Support on page 11.

CMS Supervisor PC client was unable to log in to the server. This error indicates that there may be a problem on the server.

Contact your Avaya CMS Administrator.

There is possibly a problem with the network.

Contact your system administrator.

Check to see if Caps Lock is on. If it is, turn it off. Then, re-enter the password and try again.

Try to log in to the Avaya CMS server again. If the problem persists, contact your system administrator.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

108

Resolve error messages

Error message Corrective action

The server did not recognize your Login

ID and/or Password. Please try again.

The server did not respond to the login request. Try again?

The server does not support this version of Avaya CMS Supervisor PC client.

Please contact your system administrator.

The server is currently in single-user mode. Please try again later.

The server is not set up to support

Avaya CMS Supervisor PC client.

Please contact your system administrator.

The server refused the connection.

There was an unknown failure on the server.

This version of Avaya CMS Supervisor

PC client is not supported by the server.

Please contact your system administrator.

You are not recognized as a valid server user. Please contact your system administrator.

Your new password must differ from the old by at least three character positions.

Your password may not be the same as or this similar to your login ID.

Make sure that you entered the correct login

ID and password. If you did, make sure that

Caps Lock is not on.

This type of error occurs when the network is busy. Try again. If the problem persists, contact your system administrator.

There is an incompatibility problem between the server and CMS Supervisor PC client.

Upgrade the Avaya CMS server or install an older version of Supervisor.

You are logging in to the Avaya CMS server when it is in single-user mode. Try again later.

Supervisor is not authorized on the server

(either the number of CMS Supervisor PC client users = 0 or the feature is not authorized). Contact your system administrator.

In the Options window, check the Network

Port number.

Contact your Avaya CMS Administrator.

There is an incompatibility problem between the server and CMS Supervisor PC client.

Upgrade the Avaya CMS server or install an older version of CMS Supervisor PC client.

Your login ID is not administered on the Avaya

CMS server. Contact your system administrator.

Choose another password. It must have at least three different character positions than your old password. It also must have at least two alphabetic characters, at least one numeric or special character, and must be six characters in length.

Choose another password. It must have at least three different character positions than your old password. It also must have at least two alphabetic characters, at least one numeric or special character, and must be six characters in length.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

109

Chapter 13: Troubleshooting

Error message Corrective action

Your password must be at least six characters in length.

Your password must contain at least two alphabetic characters, and at least one numeric or special character.

Your UNIX shell is not set to

/usr/bin/ cms, so Automatic Login will not work properly. Please select Manual Login in the Options dialog box and try again.

Choose another password. Your password must have at least two alphabetic characters, and at least one numeric or special character.

Choose another password. Your password must also be at least six characters in length.

On the CMS Supervisor controller window, select Tools then Options... From the

Options window, select Manual Login and try logging in to the Avaya CMS server manually. Call your system administrator to change your shell.

Browse errors when logged into multiple CMS servers

When operations that involve retrieving and caching large amounts of data from the CMS cause a significant amount of delay, you may experience browse errors if the operation does not finish in a predetermined amount of time. If this occurs, you can eliminate this type of error by making a Registry modification on the PC.

CAUTION:

!

CAUTION:

If you use the Registry editor incorrectly, you can cause serious problems that may require you to reinstall your operating system. You can refer to the readme.txt file for the procedures and for more detailed information, but

Avaya, Inc. recommends that you call technical support before you attempt to make any Registry modifications on the PC.

Find OCX and DLL incompatibilities

CMS Supervisor PC client and other applications on your PC use OLE Custom Extension

(OCX) and Dynamic Link Library (DLL) files. Some of the OCX and DLL files used by CMS

Supervisor PC client may already exist on the PC because they are used by other applications.

Problems can occur when CMS Supervisor PC client uses existing OCXs and DLLs that are an incompatible with what CMS Supervisor PC client needs. These problems may appear as

General Protection Faults (GPF), lockups, or other unexpected problems.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

110

Resolve TCP/IP host name

To determine if this type of problem exists, do the following steps:

1. Perform one of the following actions:

●

Remove everything from your Startup group.

●

Hold down Shift and press L while starting.

2. Restart Microsoft Windows.

3. Run CMS Supervisor PC client. Make sure that CMS Supervisor PC client is the only application that is running.

If the problem no longer persists, it means that other software loaded on your PC is using an OCX or a DLL that is not compatible with CMS Supervisor PC client.

4. Run each software program that was in the Startup group, individually.

For support information, see Support on page 11. Contact Avaya for support. If you still encounter problems, then you will not be able to run this software at the same time as you run

CMS Supervisor PC client. In rare instances, other software applications cannot co-reside with

CMS Supervisor PC client on the same PC

Resolve TCP/IP host name

In the event that initial configuration of the TCP/IP server for CMS Supervisor PC client has an error or other problem, use the following procedure to resolve host name problems:

1. To ensure that this is the problem, open a command prompt window.

2. Ping the Avaya CMS host.

If the host cannot be found, contact your network administrator. If the host is found, the reply will contain the host’s IP address.

3. Check that the Avaya CMS host entry on the Domain Name Server (DNS) is correct. If it is wrong or missing, use the IP address returned to you to correct or create the entry.

4. Edit the

%WINDIR%\System32\drivers\etc\hosts file on the PC to include a line for the Avaya CMS server, which is in the following format:

server name IP address

Example:

myserver 123.123.123.123

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

111

Chapter 13: Troubleshooting

Check for serial or modem connection problems

If you have a bad serial or modem connection, you will encounter slow data transfers and frequent loss of the serial connection. CMS Supervisor PC client will report this as a Serial

Connection Broken error message. If automatic login was selected, CMS Supervisor PC client will attempt to connect again.

To check for serial or modem connection problems, do the following steps:

1. Make sure that the RTS/CTS flow control string is selected in the Options window.

2. Check to see if your serial connection to the Avaya CMS server or modem is wired correctly for hardware flow control. For modem connections, make sure you have the correct cable wiring between the modem and the Avaya CMS server.

3. Your hardware flow control on the Avaya CMS server's serial ports must be on and functioning properly. Refer to the your server platform documentation for correct configuration of hardware flow control for your respective serial communications.

4. 16550A UARTS must be in use on the PC running CMS Supervisor PC client. The following parameters in the

[386Enh] section of the PC's SYSTEM.INI file should be set to:

COMnFIFO=1

For this parameter, substitute

n for the communications port you want to use. This will ensure that the FIFO buffer capability of the communications port is used.

5. Some terminal server connections may require the addition of

EscAllCtrl=1

in the

[LINK] section of the Centrevu.ini file.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

112

Appendix A: CMS Supervisor PC Client installed files

This section lists the files installed with CMS Supervisor PC client and Terminal Emulator. The variable <

TARGETDIR> represents the install location. The variable <WINDIR> represents the

Windows directory.

CMS Supervisor PC client files

<TARGETDIR>\3plirdme.txt

<TARGETDIR>\acsAA.exe

<TARGETDIR>\acsApp.exe

<TARGETDIR>\acsCheckRegistry.exe

<TARGETDIR>\acsCNTRL.exe

<TARGETDIR>\acsCopyRegistry.exe

<TARGETDIR>\ACScript.exe

<TARGETDIR>\acsFENG.EXE

<TARGETDIR>\acsRep.exe

<TARGETDIR>\ACSRun.exe

<TARGETDIR>\acsRWDrv.exe

<TARGETDIR>\acsSRV.exe

<TARGETDIR>\ACSTrans.exe

<TARGETDIR>\acs_ssh.exe

<TARGETDIR>\acs_tnetd.exe

<TARGETDIR>\chn_cv.chm

<TARGETDIR>\CHN_RD.CHM

<TARGETDIR>\CHN_RW.CHM

<TARGETDIR>\CSCMD32.OCX

<TARGETDIR>\CSFORM32.OCX

<TARGETDIR>\csp16.dat

<TARGETDIR>\CSPCTR32.OCX

<TARGETDIR>\CSPLST32.OCX

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

113

Appendix A: CMS Supervisor PC Client installed files

<TARGETDIR>\CSSPIN32.OCX

<TARGETDIR>\CSTEXT32.OCX

<TARGETDIR>\CVSBR.dll

<TARGETDIR>\CVSCache.dll

<TARGETDIR>\cvschn.dll

<TARGETDIR>\cvsCONN.DLL

<TARGETDIR>\cvsCTLG.dll

<TARGETDIR>\CVSDaCom.dll

<TARGETDIR>\CVSDale.dll

<TARGETDIR>\cvsdeu.dll

<TARGETDIR>\cvsDOBJ.dll

<TARGETDIR>\CVSDSrv.dll

<TARGETDIR>\cvsenu.dll

<TARGETDIR>\cvsERR.dll

<TARGETDIR>\cvseso.dll

<TARGETDIR>\cvsFileSys.DLL

<TARGETDIR>\cvsfra.dll

<TARGETDIR>\cvsita.dll

<TARGETDIR>\cvsjpn.dll

<TARGETDIR>\cvskor.dll

<TARGETDIR>\CVSLog.dll

<TARGETDIR>\CVSMap.dll

<TARGETDIR>\cvsMB.ocx

<TARGETDIR>\cvsMSNGR.DLL

<TARGETDIR>\cvsnld.dll

<TARGETDIR>\CVSOS.dll

<TARGETDIR>\cvsptb.dll

<TARGETDIR>\cvsREG.dll

<TARGETDIR>\cvsretrb.dll

<TARGETDIR>\cvsrus.dll

<TARGETDIR>\cvsRWMn.dll

<TARGETDIR>\cvsSCALL.dll

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

114

<TARGETDIR>\cvsSCCD.dll

<TARGETDIR>\cvsScorg.dll

<TARGETDIR>\cvsSCPAX.dll

<TARGETDIR>\cvsSCRPT.dll

<TARGETDIR>\cvsSCUI.dll

<TARGETDIR>\CVSSM.dll

<TARGETDIR>\cvssnz.dll

<TARGETDIR>\cvsstd120.dll

<TARGETDIR>\cvsstd130.dll

<TARGETDIR>\cvsstd140.dll

<TARGETDIR>\cvsstd150.dll

<TARGETDIR>\cvsstd160.dll

<TARGETDIR>\cvsstd161.dll

<TARGETDIR>\cvsstd162.dll

<TARGETDIR>\cvsstd163.dll

<TARGETDIR>\cvsstd170.dll

<TARGETDIR>\cvsstd180.dll

<TARGETDIR>\cvsTAPI.DLL

<TARGETDIR>\cvstch.dll

<TARGETDIR>\CVSTHR.dll

<TARGETDIR>\CVSUfo.dll

<TARGETDIR>\cvsup32.dll

<TARGETDIR>\deu_cv.chm

<TARGETDIR>\DEU_RD.CHM

<TARGETDIR>\DEU_RW.CHM

<TARGETDIR>\enu_cv.chm

<TARGETDIR>\ENU_RD.CHM

<TARGETDIR>\ENU_RW.CHM

<TARGETDIR>\eso_cv.chm

<TARGETDIR>\ESO_RD.CHM

<TARGETDIR>\ESO_RW.CHM

<TARGETDIR>\feact.bmp

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

115

Appendix A: CMS Supervisor PC Client installed files

<TARGETDIR>\feact.dat

<TARGETDIR>\fra_cv.chm

<TARGETDIR>\FRA_RD.CHM

<TARGETDIR>\FRA_RW.CHM

<TARGETDIR>\GdiPlus.dll

<TARGETDIR>\ita_cv.chm

<TARGETDIR>\ITA_RD.CHM

<TARGETDIR>\ITA_RW.CHM

<TARGETDIR>\jpn_cv.chm

<TARGETDIR>\JPN_RD.CHM

<TARGETDIR>\JPN_RW.CHM

<TARGETDIR>\kor_cv.chm

<TARGETDIR>\KOR_RD.CHM

<TARGETDIR>\KOR_RW.CHM

<TARGETDIR>\MFC30.DLL

<TARGETDIR>\MFCANS32.DLL

<TARGETDIR>\MFCUIA32.DLL

<TARGETDIR>\MFCUIW32.DLL

<TARGETDIR>\mscomct2.ocx

<TARGETDIR>\MSCOMCTL.OCX

<TARGETDIR>\nld_cv.chm

<TARGETDIR>\NLD_RD.CHM

<TARGETDIR>\NLD_RW.CHM

<TARGETDIR>\OC30.DLL

<TARGETDIR>\PICCLP32.OCX

<TARGETDIR>\ptb_cv.chm

<TARGETDIR>\PTB_RD.CHM

<TARGETDIR>\PTB_RW.CHM

<TARGETDIR>\QPRO32.DLL

<TARGETDIR>\readme.txt

<TARGETDIR>\RegistryDefaults.bat

<TARGETDIR>\rus_cv.chm

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

116

<TARGETDIR>\RUS_RD.CHM

<TARGETDIR>\RUS_RW.CHM

<TARGETDIR>\sReg.bat

<TARGETDIR>\Ss32x25.ocx

<TARGETDIR>\SSCALA32.OCX

<TARGETDIR>\ssdock32.ocx

<TARGETDIR>\stdbtns.dat

<TARGETDIR>\supervsr.ico

<TARGETDIR>\TAB32X20.OCX

<TARGETDIR>\TABCTL32.OCX

<TARGETDIR>\tch_cv.chm

<TARGETDIR>\TCH_RD.CHM

<TARGETDIR>\TCH_RW.CHM

<TARGETDIR>\Threed32.ocx

<TARGETDIR>\TimeZone

<TARGETDIR>\TimeZoneFullList

<TARGETDIR>\USRDEF.CTL

<TARGETDIR>\Vcfi32.ocx

<TARGETDIR>\Vsocx32.OCX

<TARGETDIR>\Vsview2.lic

<TARGETDIR>\VSVIEW2.OCX

<TARGETDIR>\wlangdet.dll

<TARGETDIR>\HtmlSamples\Ag0.gif

<TARGETDIR>\HtmlSamples\Ag1.gif

<TARGETDIR>\HtmlSamples\Ag2.gif

<TARGETDIR>\HtmlSamples\Ag3.gif

<TARGETDIR>\HtmlSamples\Ag4.gif

<TARGETDIR>\HtmlSamples\Ag5.gif

<TARGETDIR>\HtmlSamples\Ag6.gif

<TARGETDIR>\HtmlSamples\Ag7.gif

<TARGETDIR>\HtmlSamples\avaya.gif

<TARGETDIR>\HtmlSamples\cvicon.gif

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

117

Appendix A: CMS Supervisor PC Client installed files

<TARGETDIR>\HtmlSamples\notebg.gif

<TARGETDIR>\HtmlSamples\pap2.gif

<TARGETDIR>\HtmlSamples\readme.txt

<TARGETDIR>\HtmlSamples\sample1.htm

<TARGETDIR>\HtmlSamples\sample2.htm

<TARGETDIR>\HtmlSamples\sample3.htm

<TARGETDIR>\Locale\cvschn.dll

<TARGETDIR>\Locale\cvsdeu.dll

<TARGETDIR>\Locale\cvsenu.dll

<TARGETDIR>\Locale\cvseso.dll

<TARGETDIR>\Locale\cvsfra.dll

<TARGETDIR>\Locale\cvsita.dll

<TARGETDIR>\Locale\cvsjpn.dll

<TARGETDIR>\Locale\cvskor.dll

<TARGETDIR>\Locale\cvsnld.dll

<TARGETDIR>\Locale\cvsptb.dll

<TARGETDIR>\Locale\cvsrus.dll

<TARGETDIR>\Locale\cvstch.dll

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

118

Terminal Emulator files

<TARGETDIR>\3plirdme.txt

<TARGETDIR>\acsterm.exe

<TARGETDIR>\acsWSOCK.ocx

<TARGETDIR>\acs_ssh.exe

<TARGETDIR>\acs_tnetd.exe

<TARGETDIR>\ATL.DLL

<TARGETDIR>\CSCMD32.OCX

<TARGETDIR>\cvsMB.ocx

<TARGETDIR>\CVTERM.TTF

<TARGETDIR>\cvtermj.ttf

<TARGETDIR>\ENU_TE.CHM

<TARGETDIR>\mfc40.dll

<TARGETDIR>\mfc42.dll

<TARGETDIR>\MFCANS32.DLL

<TARGETDIR>\MSCOMM32.OCX

<TARGETDIR>\msvcrt.dll

<TARGETDIR>\msvcrt40.dll

<TARGETDIR>\OC30.DLL

<TARGETDIR>\OLE32.DLL

<TARGETDIR>\OLEAUT32.DLL

<TARGETDIR>\readme.txt

<TARGETDIR>\RPCRT4.DLL

<TARGETDIR>\sRegTE.bat

<TARGETDIR>\TAB32X20.OCX

<TARGETDIR>\tmspl16.dat

<WINDIR>\Fonts\CVTERM.TTF

<WINDIR>\Fonts\cvtermj.ttf

<WINDIR>\system32\MSVBVM50.DLL (if 32 bit Windows)

<WINDIR>\SysWOW64\MSVBVM50.DLL (if 64 bit Windows)

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

119

Appendix A: CMS Supervisor PC Client installed files

Network Reporting files

<TARGETDIR>\3plirdme.txt

<TARGETDIR>\acsCopyNRRegistry.exe

<TARGETDIR>\acs_ssh.exe

<TARGETDIR>\acs_tnetd.exe

<TARGETDIR>\ASYCFILT.DLL

<TARGETDIR>\COMCAT.DLL

<TARGETDIR>\COMDLG32.OCX

<TARGETDIR>\CVNR.DAT

<TARGETDIR>\CVNR.EXE

<TARGETDIR>\CVNRCache.dll

<TARGETDIR>\CVNRDaCom.dll

<TARGETDIR>\CVNRDale.dll

<TARGETDIR>\CVNRDeu.chm

<TARGETDIR>\CVNRDSrv.dll

<TARGETDIR>\CVNREnu.chm

<TARGETDIR>\cvnrenu.dll

<TARGETDIR>\CVNREso.chm

<TARGETDIR>\CVNRFra.chm

<TARGETDIR>\CVNRIta.chm

<TARGETDIR>\CVNRLog.dll

<TARGETDIR>\CVNRLogin.EXE

<TARGETDIR>\CVNRMap.dll

<TARGETDIR>\CVNROS.dll

<TARGETDIR>\CVNRPtb.chm

<TARGETDIR>\CVNRSM.dll

<TARGETDIR>\CVNRTrans.exe

<TARGETDIR>\CVNRUfo.dll

<TARGETDIR>\DAO350.DLL

<TARGETDIR>\EXPSRV.DLL

<TARGETDIR>\GdiPlus.dll

<TARGETDIR>\libeay32.dll

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

120

<TARGETDIR>\mfc42.dll

<TARGETDIR>\MSCHRT20.OCX

<TARGETDIR>\msjet35.dll

<TARGETDIR>\MSJINT35.DLL

<TARGETDIR>\MSJTER35.DLL

<TARGETDIR>\MSRD2x35.dll

<TARGETDIR>\msrepl35.dll

<TARGETDIR>\MSVBVM60.DLL

<TARGETDIR>\msvcirt.dll

<TARGETDIR>\msvcrt.dll

<TARGETDIR>\MSVCRT40.DLL

<TARGETDIR>\OLEAUT32.DLL

<TARGETDIR>\OLEPRO32.DLL

<TARGETDIR>\readme.txt

<TARGETDIR>\sReg.bat

<TARGETDIR>\Ss32x25.ocx

<TARGETDIR>\ssleay32.dll

<TARGETDIR>\STDOLE2.TLB

<TARGETDIR>\VB5DB.DLL

<TARGETDIR>\vbajet32.dll

<TARGETDIR>\TourDEU\adding servers.htm

<TARGETDIR>\TourDEU\connecting to a cms server.html

<TARGETDIR>\TourDEU\drill down.htm

<TARGETDIR>\TourDEU\exit.htm

<TARGETDIR>\TourDEU\index.html

<TARGETDIR>\TourDEU\launch supervisor.htm

<TARGETDIR>\TourDEU\launching reports.html

<TARGETDIR>\TourDEU\launching saved reports.html

<TARGETDIR>\TourDEU\modify server.htm

<TARGETDIR>\TourDEU\refresh rates.html

<TARGETDIR>\TourDEU\save as html.html

<TARGETDIR>\TourDEU\save report layout.html

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

121

Appendix A: CMS Supervisor PC Client installed files

<TARGETDIR>\TourDEU\starting ntwrk rprtng.html

<TARGETDIR>\TourDEU\toggling reports.html

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\add custom columns.htm

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\Adjusting reports.html

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\ administering thresholds.htm

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\create subgroup.htm

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\customize column headers.htm

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\delete subgroup.htm

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\hiding columns.html

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\set indicators.htm

<TARGETDIR>\TourDEU\Adjusting and Customizing Reports\sorting reports.htm

<TARGETDIR>\TourDEU\Images\add_sub_group.GIF

<TARGETDIR>\TourDEU\Images\connect_server.GIF

<TARGETDIR>\TourDEU\Images\customcalcmgr.GIF

<TARGETDIR>\TourDEU\Images\custom_data_header.GIF

<TARGETDIR>\TourDEU\Images\cvspopup.GIF

<TARGETDIR>\TourDEU\Images\data_collection.GIF

<TARGETDIR>\TourDEU\Images\delete_sub_group.GIF

<TARGETDIR>\TourDEU\Images\directnl_indicators.GIF

<TARGETDIR>\TourDEU\Images\hide_columns.GIF

<TARGETDIR>\TourDEU\Images\nextpage.gif

<TARGETDIR>\TourDEU\Images\prevpage.gif

<TARGETDIR>\TourDEU\Images\rarrow.gif

<TARGETDIR>\TourDEU\Images\refresh_rate.GIF

<TARGETDIR>\TourDEU\Images\reportlayout.GIF

<TARGETDIR>\TourDEU\Images\save_as_html.GIF

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

122

<TARGETDIR>\TourDEU\Images\save_report.GIF

<TARGETDIR>\TourDEU\Images\splitskill_drill.GIF

<TARGETDIR>\TourDEU\Images\thresh_admin.GIF

<TARGETDIR>\TourDEU\Images\toggle_reports.GIF

<TARGETDIR>\TourDEU\Images\view_report.GIF

<TARGETDIR>\TourENU\adding servers.htm

<TARGETDIR>\TourENU\connecting to a cms server.html

<TARGETDIR>\TourENU\drill down.htm

<TARGETDIR>\TourENU\exit.htm

<TARGETDIR>\TourENU\index.html

<TARGETDIR>\TourENU\launch supervisor.htm

<TARGETDIR>\TourENU\launching reports.html

<TARGETDIR>\TourENU\launching saved reports.html

<TARGETDIR>\TourENU\modify server.htm

<TARGETDIR>\TourENU\refresh rates.html

<TARGETDIR>\TourENU\save as html.html

<TARGETDIR>\TourENU\save report layout.html

<TARGETDIR>\TourENU\starting ntwrk rprtng.html

<TARGETDIR>\TourENU\toggling reports.html

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\add custom columns.htm

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\Adjusting reports.html

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\ administering thresholds.htm

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\create subgroup.htm

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\customize column headers.htm

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\delete subgroup.htm

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\hiding columns.html

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\set indicators.htm

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

123

Appendix A: CMS Supervisor PC Client installed files

<TARGETDIR>\TourENU\Adjusting and Customizing Reports\sorting reports.htm

<TARGETDIR>\TourENU\Images\add_sub_group.gif

<TARGETDIR>\TourENU\Images\connect_server.gif

<TARGETDIR>\TourENU\Images\customcalcmgr.gif

<TARGETDIR>\TourENU\Images\custom_data_header.gif

<TARGETDIR>\TourENU\Images\cvspopup.gif

<TARGETDIR>\TourENU\Images\data_collection.gif

<TARGETDIR>\TourENU\Images\delete_sub_group.gif

<TARGETDIR>\TourENU\Images\directnl_indicators.gif

<TARGETDIR>\TourENU\Images\hide_columns.gif

<TARGETDIR>\TourENU\Images\nextpage.gif

<TARGETDIR>\TourENU\Images\prevpage.gif

<TARGETDIR>\TourENU\Images\rarrow.gif

<TARGETDIR>\TourENU\Images\refresh_rate.gif

<TARGETDIR>\TourENU\Images\reportlayout.gif

<TARGETDIR>\TourENU\Images\save_as_html.gif

<TARGETDIR>\TourENU\Images\save_report.gif

<TARGETDIR>\TourENU\Images\splitskill_drill.gif

<TARGETDIR>\TourENU\Images\thresh_admin.gif

<TARGETDIR>\TourENU\Images\toggle_reports.gif

<TARGETDIR>\TourENU\Images\view_report.gif

<TARGETDIR>\TourESO\adding servers.htm

<TARGETDIR>\TourESO\connecting to a cms server.html

<TARGETDIR>\TourESO\drill down.htm

<TARGETDIR>\TourESO\exit.htm

<TARGETDIR>\TourESO\index.html

<TARGETDIR>\TourESO\launch supervisor.htm

<TARGETDIR>\TourESO\launching reports.html

<TARGETDIR>\TourESO\launching saved reports.html

<TARGETDIR>\TourESO\modify server.htm

<TARGETDIR>\TourESO\refresh rates.html

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

124

<TARGETDIR>\TourESO\save as html.html

<TARGETDIR>\TourESO\save report layout.html

<TARGETDIR>\TourESO\starting ntwrk rprtng.html

<TARGETDIR>\TourESO\toggling reports.html

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\add custom columns.htm

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\Adjusting reports.html

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\ administering thresholds.htm

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\create subgroup.htm

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\customize column headers.htm

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\delete subgroup.htm

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\hiding columns.html

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\set indicators.htm

<TARGETDIR>\TourESO\Adjusting and Customizing Reports\sorting reports.htm

<TARGETDIR>\TourESO\Images\add_sub_group.gif

<TARGETDIR>\TourESO\Images\connect_server.gif

<TARGETDIR>\TourESO\Images\customcalcmgr.gif

<TARGETDIR>\TourESO\Images\custom_data_header.gif

<TARGETDIR>\TourESO\Images\cvspopup.gif

<TARGETDIR>\TourESO\Images\data_collection.gif

<TARGETDIR>\TourESO\Images\delete_sub_group.gif

<TARGETDIR>\TourESO\Images\directnl_indicators.gif

<TARGETDIR>\TourESO\Images\hide_columns.gif

<TARGETDIR>\TourESO\Images\nextpage.gif

<TARGETDIR>\TourESO\Images\prevpage.gif

<TARGETDIR>\TourESO\Images\rarrow.gif

<TARGETDIR>\TourESO\Images\refresh_rate.gif

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

125

Appendix A: CMS Supervisor PC Client installed files

<TARGETDIR>\TourESO\Images\reportlayout.gif

<TARGETDIR>\TourESO\Images\save_as_html.gif

<TARGETDIR>\TourESO\Images\save_report.gif

<TARGETDIR>\TourESO\Images\splitskill_drill.gif

<TARGETDIR>\TourESO\Images\thresh_admin.gif

<TARGETDIR>\TourESO\Images\toggle_reports.gif

<TARGETDIR>\TourESO\Images\view_report.gif

<TARGETDIR>\TourFRA\adding servers.htm

<TARGETDIR>\TourFRA\connecting to a cms server.html

<TARGETDIR>\TourFRA\drill down.htm

<TARGETDIR>\TourFRA\exit.htm

<TARGETDIR>\TourFRA\index.html

<TARGETDIR>\TourFRA\launch supervisor.htm

<TARGETDIR>\TourFRA\launching reports.html

<TARGETDIR>\TourFRA\launching saved reports.html

<TARGETDIR>\TourFRA\modify server.htm

<TARGETDIR>\TourFRA\refresh rates.html

<TARGETDIR>\TourFRA\save as html.html

<TARGETDIR>\TourFRA\save report layout.html

<TARGETDIR>\TourFRA\starting ntwrk rprtng.html

<TARGETDIR>\TourFRA\toggling reports.html

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\add custom columns.htm

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\Adjusting reports.html

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\ administering thresholds.htm

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\create subgroup.htm

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\customize column headers.htm

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\delete subgroup.htm

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\hiding

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

126

columns.html

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\set indicators.htm

<TARGETDIR>\TourFRA\Adjusting and Customizing Reports\sorting reports.htm

<TARGETDIR>\TourFRA\Images\add_sub_group.GIF

<TARGETDIR>\TourFRA\Images\connect_server.GIF

<TARGETDIR>\TourFRA\Images\customcalcmgr.GIF

<TARGETDIR>\TourFRA\Images\custom_data_header.GIF

<TARGETDIR>\TourFRA\Images\cvspopup.GIF

<TARGETDIR>\TourFRA\Images\data_collection.GIF

<TARGETDIR>\TourFRA\Images\delete_sub_group.GIF

<TARGETDIR>\TourFRA\Images\directnl_indicators.GIF

<TARGETDIR>\TourFRA\Images\hide_columns.GIF

<TARGETDIR>\TourFRA\Images\nextpage.gif

<TARGETDIR>\TourFRA\Images\prevpage.gif

<TARGETDIR>\TourFRA\Images\rarrow.gif

<TARGETDIR>\TourFRA\Images\refresh_rate.GIF

<TARGETDIR>\TourFRA\Images\reportlayout.GIF

<TARGETDIR>\TourFRA\Images\save_as_html.GIF

<TARGETDIR>\TourFRA\Images\save_report.GIF

<TARGETDIR>\TourFRA\Images\splitskill_drill.GIF

<TARGETDIR>\TourFRA\Images\thresh_admin.GIF

<TARGETDIR>\TourFRA\Images\toggle_reports.GIF

<TARGETDIR>\TourFRA\Images\view_report.GIF

<TARGETDIR>\TourITA\adding servers.htm

<TARGETDIR>\TourITA\connecting to a cms server.html

<TARGETDIR>\TourITA\drill down.htm

<TARGETDIR>\TourITA\exit.htm

<TARGETDIR>\TourITA\index.html

<TARGETDIR>\TourITA\launch supervisor.htm

<TARGETDIR>\TourITA\launching reports.html

<TARGETDIR>\TourITA\launching saved reports.html

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

127

Appendix A: CMS Supervisor PC Client installed files

<TARGETDIR>\TourITA\modify server.htm

<TARGETDIR>\TourITA\refresh rates.html

<TARGETDIR>\TourITA\save as html.html

<TARGETDIR>\TourITA\save report layout.html

<TARGETDIR>\TourITA\starting ntwrk rprtng.html

<TARGETDIR>\TourITA\toggling reports.html

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\add custom columns.htm

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\Adjusting reports.html

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\ administering thresholds.htm

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\create subgroup.htm

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\customize column headers.htm

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\delete subgroup.htm

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\hiding columns.html

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\set indicators.htm

<TARGETDIR>\TourITA\Adjusting and Customizing Reports\sorting reports.htm

<TARGETDIR>\TourITA\Images\add_sub_group.gif

<TARGETDIR>\TourITA\Images\connect_server.gif

<TARGETDIR>\TourITA\Images\customcalcmgr.gif

<TARGETDIR>\TourITA\Images\custom_data_header.gif

<TARGETDIR>\TourITA\Images\cvspopup.gif

<TARGETDIR>\TourITA\Images\data_collection.gif

<TARGETDIR>\TourITA\Images\delete_sub_group.gif

<TARGETDIR>\TourITA\Images\directnl_indicators.gif

<TARGETDIR>\TourITA\Images\hide_columns.gif

<TARGETDIR>\TourITA\Images\nextpage.gif

<TARGETDIR>\TourITA\Images\prevpage.gif

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

128

<TARGETDIR>\TourITA\Images\rarrow.gif

<TARGETDIR>\TourITA\Images\refresh_rate.gif

<TARGETDIR>\TourITA\Images\reportlayout.gif

<TARGETDIR>\TourITA\Images\save_as_html.gif

<TARGETDIR>\TourITA\Images\save_report.gif

<TARGETDIR>\TourITA\Images\splitskill_drill.gif

<TARGETDIR>\TourITA\Images\thresh_admin.gif

<TARGETDIR>\TourITA\Images\toggle_reports.gif

<TARGETDIR>\TourITA\Images\view_report.gif

<TARGETDIR>\TourPTB\adding servers.htm

<TARGETDIR>\TourPTB\connecting to a cms server.html

<TARGETDIR>\TourPTB\drill down.htm

<TARGETDIR>\TourPTB\exit.htm

<TARGETDIR>\TourPTB\index.html

<TARGETDIR>\TourPTB\launch supervisor.htm

<TARGETDIR>\TourPTB\launching reports.html

<TARGETDIR>\TourPTB\launching saved reports.html

<TARGETDIR>\TourPTB\modify server.htm

<TARGETDIR>\TourPTB\refresh rates.html

<TARGETDIR>\TourPTB\save as html.html

<TARGETDIR>\TourPTB\save report layout.html

<TARGETDIR>\TourPTB\starting ntwrk rprtng.html

<TARGETDIR>\TourPTB\toggling reports.html

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\add custom columns.htm

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\Adjusting reports.html

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\ administering thresholds.htm

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\create subgroup.htm

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\customize column headers.htm

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\delete

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

129

Appendix A: CMS Supervisor PC Client installed files subgroup.htm

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\hiding columns.html

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\set indicators.htm

<TARGETDIR>\TourPTB\Adjusting and Customizing Reports\sorting reports.htm

<TARGETDIR>\TourPTB\Images\add_sub_group.GIF

<TARGETDIR>\TourPTB\Images\connect_server.GIF

<TARGETDIR>\TourPTB\Images\customcalcmgr.GIF

<TARGETDIR>\TourPTB\Images\custom_data_header.GIF

<TARGETDIR>\TourPTB\Images\cvspopup.GIF

<TARGETDIR>\TourPTB\Images\data_collection.GIF

<TARGETDIR>\TourPTB\Images\delete_sub_group.GIF

<TARGETDIR>\TourPTB\Images\directnl_indicators.GIF

<TARGETDIR>\TourPTB\Images\hide_columns.GIF

<TARGETDIR>\TourPTB\Images\nextpage.gif

<TARGETDIR>\TourPTB\Images\prevpage.gif

<TARGETDIR>\TourPTB\Images\rarrow.gif

<TARGETDIR>\TourPTB\Images\refresh_rate.gif

<TARGETDIR>\TourPTB\Images\reportlayout.gif

<TARGETDIR>\TourPTB\Images\save_as_html.GIF

<TARGETDIR>\TourPTB\Images\save_report.GIF

<TARGETDIR>\TourPTB\Images\splitskill_drill.GIF

<TARGETDIR>\TourPTB\Images\thresh_admin.GIF

<TARGETDIR>\TourPTB\Images\toggle_reports.gif

<TARGETDIR>\TourPTB\Images\view_report.gif

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

130

Appendix B: Displaying additional time zones using Supervisor

For CMS R17 and earlier, the following procedure describes how CMS Supervisor PC client displays additional time zones, besides the default ones:

1. Ensure that CMS Supervisor is not running.

2. Locate the TimeZone and TimeZoneFullList files in the installation directory of CMS

Supervisor.

Example:

C:\Program Files\Avaya\CMS Supervisor R18\TimeZone

C:\Program Files\Avaya\CMS Supervisor R18\TimeZoneFullList

3. Open the TimeZone file using an application like Notepad.

You can see a list of time zones in this file which CMS Supervisor displays when CMS

Supervisor is launched.

4. To copy additional time zones to the Timezone file, perform the following steps: a. Open the TimeZoneFullList file using an application like Notepad. b. Copy the line containing the time zone that you want CMS Supervisor to display from

TimeZoneFullList.

c. Paste the line copied in the previous step to the TimeZone file.

Note:

Note:

The contents in the TimeZone file must be a subset of the TimeZoneFullList file.

Each time zone must be on a new line.

5. To display the additional time zone in CMS Supervisor, launch CMS Supervisor again.

You can see the newly added time zone. Use this to generate reports.

Note:

Note:

Note:

For CMS R18 servers and later, CMS Supervisor obtains the time zone file from the server rather than using a local file on the PC. For more information on setting the time zone on the CMS server, see Appendix A of Avaya CMS Administration.

Note:

Offsets for various time zones are described in http://en.wikipedia.org/wiki/List_of_tz_database_time_zones .

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

131

Appendix B: Displaying additional time zones using Supervisor

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

132

Glossary

ACD

Actions menu

Add

Add/Remove

Programs wizard

Administrator privileges

Agent

Agent reports

Agent skill

Application directory

Automatic Call

Distribution (ACD)

Automatic Script

Avaya Business

Advocate

See Automatic Call Distribution.

A menu in the upper-left corner of the Avaya CMS Supervisor Operations windows. The menu lists the actions available for that particular user window

(for example, add, modify, and delete). You select an action after you enter the necessary data in the user window.

An Avaya CMS Supervisor PC client action that adds the data entered in the given window to the Avaya CMS database.

A Microsoft Windows

®

feature that guides you through a series of steps in order to remove programs that have been installed on your computer. The Add/

Remove icon is found in the Control Panel dialog box.

Permissions assigned to an Avaya CMS Supervisor PC client user in order to administer specific elements, such as installing Avaya CMS Supervisor PC client on a network. Access permissions are specified as read or write permission. Read permission means the user can only access and view Avaya

CMS Supervisor PC client data. Write permission means the Avaya CMS

Supervisor PC client user can add, modify, or delete Avaya CMS Supervisor PC client data.

A person who answers calls to an extension in an ACD split/skill. The agent is known to Avaya CMS by a login identification keyed into a voice terminal.

A group of reports that give the status of agents in an agent group, selected splits or skills, or real-time information and statistics.

An attribute that is associated with an A agent. Agent Skills can be thought of as the ability for an agent with a particular set of skills to handle a call that requires one of a set of skills. An agent can be assigned up to four skills.

A directory on the network server that holds the Avaya CMS Supervisor PC client application software - executables and components.

A communication server feature using software that channels high-volume incoming and outgoing call traffic to agent groups (splits or skills).

Also an agent state where the extension is engaged on an ACD call.

An Avaya CMS Supervisor PC client feature that launches a new Avaya CMS

Supervisor session that logs into Avaya CMS and runs the requested tasks in the background. Actions do not display on the PC. See also Interactive Script and Script.

A collection of ECS features that provide new flexibility in the way a call is selected for an agent in a call surplus situation and in the way that an agent is selected for a call.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

133

Avaya Call Management System (CMS)

Avaya Call

Management

System (CMS)

Avaya CMS

Client

Controller

Custom reports

Database

Database item

Database table

Data points

Delete

Designer reports

Dialog box

Dictionary

Edit menu

A software product used by business customers that have Avaya telecommunications communication servers and receive a large volume of telephone calls that are processed through the Automatic Call Distribution

(ACD) feature of the communication server. The Avaya CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature in the communication server.

See Avaya Call Management System.

A single PC that uses Avaya CMS Supervisor PC client.

An Avaya CMS Supervisor PC client feature that allows the user to access

Avaya CMS reports and operations. The Controller includes a toolbar, a menu bar, a status bar, tooltips, and indicators.

Real-time or historical reports that have been customized from standard reports or created from scratch.

A group of tables that store ACD data according to a specific time frame: current and previous intrahour real-time data and intrahour, daily, weekly, and monthly historical data.

A name for a specific type of data stored in one of the Avaya CMS databases. A database item may store ACD identifiers (split numbers or names, login IDs,

VDNs, and so forth) or statistical data on ACD performance (number of ACD calls, wait time for calls in queue, current states of individual agents, and so forth).

Avaya CMS uses these tables to collect, store, and retrieve A data. Standard

Avaya CMS items (database items) are names of columns in the Avaya CMS database tables.

Points of historical data. A data point should include data for each interval of the working day.

An Avaya CMS Supervisor PC client action that removes the entry on the window from the Avaya CMS database.

Customized reports that can be created with Avaya CMS Supervisor PC client

Report Designer. Designer Reports are run from Avaya CMS Supervisor PC client.

A small on-screen window that conveys or requests information from the user.

This window can contain list boxes, text boxes, tabbed pages, and so forth.

An Avaya CMS subsystem that can be used to assign names to various call center elements such as login IDs, splits/skills, trunk groups, VDNs and vectors.

These names appear on reports, making them easier to interpret.

A menu on the Avaya CMS Supervisor Operations windows. The menu lists the actions available for that particular user window (for example, cut, copy, and paste).

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

134

Log

Exception

Exceptions reports

Display occurrences of unusual call-handling events.

Find One

An Avaya CMS action that searches the database for entries that match the input value.

Graphics

A type of activity on the ACD which falls outside of the limits you have defined.

An exceptional condition is defined in the Avaya CMS Exceptions subsystem, and usually indicates abnormal or unacceptable performance on the ACD (by agents, splits/skills, VDNs, vectors, trunks, or trunk groups).

Historical reports

HTML

Hypertext

An Avaya CMS reporting option that allows you to view some reports in bar graph format.

Display past ACD data for various agent, split/skill, trunk, trunk group, vector, or

VDN activities. A report summary of call data into daily, weekly, or monthly totals

See HyperText Markup Language.

A linkage between related text. For example, if you select a word in a sentence, information about that word is retrieved if it exists, or the next occurrence of the word is found.

A standard for defining documents with hypertext links. See also Hypertext.

HyperText Markup

Language

Input field

An area on window where you specify information that you would like to view, add, modify, or delete.

Installation directory

A directory on the network that holds all of the Avaya CMS Supervisor PC client files.

SetupSup_XXNN.exe is run from this directory to install Avaya CMS

Supervisor PC client on each client computer.

Integrated reports

Integrated reports compile call center information from any starting point in the last 24 hours up to and including the current interval.

Interactive Script

An Avaya CMS Supervisor PC client feature that runs the requested tasks in the current Avaya CMS Supervisor PC client session and displays the actions on the PC. You can input requested information while the script is running. See also Automatic Script and Script.

LAN

List All

Local Area Network

(LAN)

See Local Area Network.

An Avaya CMS action that lists all the entries that matched the current field values.

Two or more computers connected by cable and using a suitable operating system and application software so they can directly share hard disks, printers, and other peripherals, and files.

Local installation

Log

With this type of installation, you install all of the Avaya CMS Supervisor PC client software to disk space on each local computer from the network.

A file that contains a record of computer activity as well as backup and recovery data.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

135

Maintenance

Maintenance

Name fields

Network server

Pop-up

Queue/Agent reports

Readme file

Read-Only

Real-Time reports

Registry

Report Designer

Report Wizard

Run

Scripting

Scroll

SecureShell (SSH)

Setup program

An Avaya CMS subsystem that is used for doing routine maintenance of the

Avaya CMS, such as backing up data, checking on the status of the connection to the communication server, and scanning the error log.

Fields in which you may enter a name (synonym) that has been entered in the

Dictionary subsystem (for example, names of agents, splits/skills, agent groups, trunk groups, vectors, VDNs).

A computer in a network shared by multiple users.

A small window containing information that is displayed over a Help window.

A group of reports that give the status of all top agents in a skill and queue status, or skill status for a selected skill.

A file that provides up-to-the-minute information on a newly released product; in this case, Avaya CMS Supervisor PC client.

A directory or file that can be read, but not updated or erased.

Display current ACD call activity on agents, splits/skills, trunks, trunk groups, vectors, and VDNs for the current or previous intrahour interval. Current intrahour interval real-time reports are constantly updated as data changes during the interval. Previous intrahour interval real-time reports show data totals for activity that occurred in the previous intrahour interval.

The system-wide depository of information supported by Microsoft Windows.

The registry contains information about the system and its applications, including clients and servers.

An Avaya CMS Supervisor PC client feature that enables users to design their own reports.

An Avaya CMS Supervisor PC client feature that delivers user assistance, by way of a wizard, to quickly and easily generate new customized reports. The wizard provides instructional help that guides the user through a series of tasks that create a new customized report. Report Wizard is a supplement to Report

Designer.

A Microsoft Windows command that lets you execute a program, such as

Avaya CMS Supervisor PC client installation.

An Avaya CMS feature that lets you automate actions such as changing an agent’s skills, running reports, exporting report data, and many other Avaya

CMS functions. For example, you can create a script to run a specified report and export the data on schedule.

To use the bar on the side of the report window to move forward, backward, up, or down within a window.

This is a method of securing communications and operations over a network by using multiple encryption algorithms.

A program that configures a system for a particular environment; for example, it informs the system of a new device or interface, such as Avaya Call

Management System Framework.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

136

Vector

Shared installation

Shortcut

Skill

Solaris system

Split

Standard reports

Start menu

Taskbar

Terminal

Terminal Emulator

Toolbar

Tooltips

Trunk group report

User ID

VDN

VDN reports

Vector

With this type of installation, the Avaya CMS Supervisor PC client application software is installed to a shared application directory on the network server, but user-specific files and logs are stored in an Avaya CMS Supervisor PC client directory on each user’s PC or on their own network drive.

An icon on your computer screen that enables you to select and run an application (for example, Avaya CMS Supervisor PC client) quickly and easily.

An attribute that is assigned to an ACD Agent. Agent Skills can be thought of as the ability for an Agent with a particular set of skills to handle a call that requires one of those skills.

A multi-user operating system developed by Sun Microsystems. The operating system on which Avaya CMS runs.

A group of extensions that receives special-purpose calls in an efficient, cost-effective manner. Normally, calls to a split arrive primarily over one or a few trunk groups.

The set of reports that are delivered with the CMS or Avaya CMS Supervisor

PC client software.

The menu that appears when you select Start in the Microsoft Windows taskbar.

This menu contains programs and other Microsoft Windows applications.

The bar that appears by default at the bottom of the Microsoft Windows desktop. You can select buttons that appear on this bar to alternate between running programs.

A combination of monitor (video display) and keyboard used to communicate with a remote computer to enter and display information.

An Avaya CMS Supervisor PC client software application that emulates a 615

Color (615C) terminal.

A row of Controller buttons used to activate various functions of the Avaya CMS

Supervisor PC client application.

Brief descriptions that display when the mouse pointer is over a toolbar button.

Displays the status of each trunk in a selected trunk group.

The login ID for an Avaya CMS user.

See Vector Directory Number.

A group of reports that show profiles of current VDN performance, call handling information for a specific VDN based on skill preference, and how calls to specific VDNs have been handled.

A list of steps that process calls in a user-defined manner. The steps in a vector can send calls to splits, play announcements and music, disconnect calls, give calls a busy signal, or route calls to other destinations.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

137

Vector Directory Number (VDN)

Vector Directory

Number (VDN)

Vector report

Window

Wizard

An extension number that enables calls to connect to a vector for processing. A

VDN is not assigned an equipment location. It is assigned to a vector. A VDN can connect calls to a vector when the calls arrive over an assigned automatic-in trunk group or when calls arrive over a dial-repeating (DID) trunk group and the final digits match the VDN.

A report that lists the number of calls to specific vectors.

A rectangular, on-screen frame through which you can view a menu, data entry fields, reports, or messages.

A tutor built into the software that guides you through procedures.

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

138

Index

Index

Numerical

1...4 menu, profile menu (Terminal Emulator)

. . . .

86

A

Actions menu

Add button

. . . . . . . . . . . . . . . . . . .

77

. . . . . . . . . . . . . . . . . . . .

77

B

buttons, about

. . . . . . . . . . . . . . . . . . .

77

C

Call Management System

Supervisor requirements

. . . . . . . . . . . .

41

Cancel button

. . . . . . . . . . . . . . . . . . .

77

choosing a Terminal Emulator profile

. . . . . . . .

86

Clear, Edit menu (Terminal Emulator)

. . . . . . . .

86

closing Supervisor windows

. . . . . . . . . . . .

73

CMS operations

. . . . . . . . . . . . . . . . . .

75

CMS server logging in logging out

. . . . . . . . . . . . . . . . . . .

95

. . . . . . . . . . . . . . . . . . .

95

CMS Supervisor performance

. . . . . . . . . . . . . . . . . .

38

reliability/availability

. . . . . . . . . . . . . . .

39

security

. . . . . . . . . . . . . . . . . . . .

39

Connect, Connection menu (Terminal Emulator)

Connection menu on Terminal Emulator

. . .

87

. . . . . . .

87

Copy button

. . . . . . . . . . . . . . . . . . . .

77

Copy, Edit menu (Terminal Emulator)

. . . . . . . .

86

Create button

. . . . . . . . . . . . . . . . . . .

77

custom installations

. . . . . . . . . . . . . . . .

47

D

Delete button

. . . . . . . . . . . . . . . . . . .

77

dial strings

. . . . . . . . . . . . . . . . . . . . .

91

Disconnect, Connection menu (Terminal Emulator) disk pairs

.

87

. . . . . . . . . . . . . . .

21

,

31

,

113

,

131

DLL incompatibilities

. . . . . . . . . . . . . . . .

110

E

Edit menu on Terminal Emulator

. . . . . . . . . . .

86

editing profiles on Terminal Emulator

. . . . . . . .

95

error messages

. . . . . . . . . . . . . . . . . .

105

installation

. . . . . . . . . . . . . . . .

105

-

106

login

. . . . . . . . . . . . . . . . . . . . .

106

Exit button

. . . . . . . . . . . . . . . . . . . . .

77

Exit menu (Terminal Emulator)

. . . . . . . . . . .

86

exiting Terminal Emulator

. . . . . . . . . . . .

86

,

95

F

Find One button

. . . . . . . . . . . . . . . . . .

77

G

Get Contents button

. . . . . . . . . . . . . . . .

77

Glossary

. . . . . . . . . . . . . . . . . . . . .

133

H

Help menu on Terminal Emulator

. . . . . . . . . .

88

helplines

. . . . . . . . . . . . . . . . . . . . . .

14

I

icons

. . . . . . . . . . . . . . . . . . . . . . .

77

information messages, Terminal Emulator

. . . . . .

99

installation custom vs. typical

. . . . . . . . . . . . . . . .

47

languages

. . . . . . . . . . . . . . . . . . .

47

support

. . . . . . . . . . . . . . . . . . . . .

40

Terminal Emulator

. . . . . . . . . . . . . . . .

93

tips

. . . . . . . . . . . . . . . . . . . . . . .

40

Installing Supervisor

Silent

. . . . . . . . . . . . . . . . . . . . . .

50

L

language installation

. . . . . . . . . . . . . . . .

47

languages on operating systems

List all button

. . . . . . . .

40

,

47

. . . . . . . . . . . . . . . . . . . .

77

List Devices button

. . . . . . . . . . . . . . . . .

77

local installation from the network

. . . . . . . . . . . . . . . .

48

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

139

Index

logging into CMS

. . . . . . . . . . . . . . . .

93

-

95

logging out of CMS

. . . . . . . . . . . . . . . . .

95

login prompt on Terminal Emulator

. . . . . . . . .

95

M

mirrored system disk pairs

. . . . . . .

21

,

31

,

113

,

131

modem connection problems

. . . . . . . . . . . .

112

Modem tab on Terminal Emulator

. . . . . . . . . .

90

Modify button

. . . . . . . . . . . . . . . . . . .

77

N

National Customer Care Center phone number

. . .

41

network installations on a local PC

. . . . . . . . . . . . . . . . . .

48

network software operation

. . . . . . . . . . . . .

104

New, Profile menu (Terminal Emulator)

. . . . . . .

85

Next button

. . . . . . . . . . . . . . . . . . . .

77

O

OCX incompatibilities

. . . . . . . . . . . . . . .

110

opening a profile on Terminal Emulator opening Terminal Emulator

. . . . . . .

85

. . . . . . . . . . . . .

93

operating systems languages

. . . . . . . . . . . . . . . . . .

40

,

47

non supported

. . . . . . . . . . . . . . . . .

42

operations, CMS

. . . . . . . . . . . . . . . . . .

75

Options, Connection menu (Terminal Emulator)

. . .

87

P

Paste, Edit menu (Terminal Emulator)

. . . . . . . .

86

Previous button

. . . . . . . . . . . . . . . . . .

78

Profile menu on Terminal Emulator

. . . . . . . . .

85

Profile options window

. . . . . . . . . . . . . . . . . . . . .

94

profile options on Terminal Emulator

Modem tab

. . . . . . . . . . . . . . . . . . .

90

profiles preserving user

. . . . . . . . . . . . . . . . .

104

R

Readme file

. . . . . . . . . . . . . . . . . .

40

,

104

Run button

. . . . . . . . . . . . . . . . . . . .

78

S

Save As, Profile menu (Terminal Emulator)

. . . . .

85

Save on Terminal Emulator Profile menu

. . . . . .

85

saving a profile on Terminal Emulator

. . . . . . . .

85

Script button

. . . . . . . . . . . . . . . . . . . .

78

Select Tables button

. . . . . . . . . . . . . . . .

78

Send Break, Connection menu (Terminal Emulator)

. .

87

serial connection problems

. . . . . . . . . . . . .

112

Silent Install and Uninstall

Supervisor

. . . . . . . . . . . . . . . . . . .

50

Start button swap files

. . . . . . . . . . . . . . . . . . . .

78

. . . . . . . . . . . . . . . . . . . .

103

T

Terminal Emulator creating profiles

. . . . . . . . . . . . . . . . .

94

exiting

. . . . . . . . . . . . . . . . . . .

86

,

95

information about

. . . . . . . . . . . . . . . .

80

installing

. . . . . . . . . . . . . . . . . . . .

93

logging into CMS

. . . . . . . . . . . . . . . .

95

menu bar

. . . . . . . . . . . . . . . . . . . .

87

messages, information

. . . . . . . . . . . . . .

99

opening

. . . . . . . . . . . . . . . . . . . . .

93

password prompt

. . . . . . . . . . . . . . . .

95

profiles,creating

Save Profile As

. . . . . . . . . . . . . . . . .

94

. . . . . . . . . . . . . . . . .

94

terminal type prompt

. . . . . . . . . . . . . . .

95

window

. . . . . . . . . . . . . . . . . . . . .

84

troubleshooting networking software operation

. . . . . . . . .

104

OCX and DLL incompatibilities

. . . . . . . . . .

110

preserving Supervisor user profiles

. . . . . . .

104

resolving TCP/IP host name

. . . . . . . . . . .

111

serial/modem connection problems

. . . . . . . .

112

typical installations

. . . . . . . . . . . . . . . . .

47

U

Uninstalling Supervisor

Silent

. . . . . . . . . . . . . . . . . . . . . .

50

upgrading information about

. . . . . . . . . . . . . . . .

45

user profiles, preserving

. . . . . . . . . . . . . .

104

Using the TimeZone and TimeZoneFullList files

113

,

131

V

version upgrades

. . . . . . . . . . . . . . . . . .

45

W

windows, closing Supervisor

. . . . . . . . . . . .

73

Avaya CMS Supervisor R18 Installation and Getting Started August 2017

140