SV8100 MyCalls Installation Manual
SV8100 MyCalls Installation Manual
Version 1.0 for MyCalls 4.6.0.4
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Table of Contents
What is MyCalls ......................................................................................................... 5
Requirements ............................................................................................................. 6
Telephone System ............................................................................................................................... 6
MyCalls PC Specification ..................................................................................................................... 6
Installation Overview .................................................................................................. 7
Installing the MyCalls Server ...................................................................................... 7
Post Installation License Check ......................................................................................................... 10
Configuration Import .......................................................................................................................... 12
Opening MyCalls for the First Time .......................................................................... 16
MyCalls and Virtual Loopback Reporting ................................................................. 17
Licensing .................................................................................................................. 19
Reading the License from the SV8100 .............................................................................................. 20
Registration ........................................................................................................................................ 21
Adding Additional MyCalls Licenses .................................................................................................. 24
MyCalls Call Recorder Licensing ....................................................................................................... 24
Installing a Client ...................................................................................................... 25
Network Client.................................................................................................................................... 26
Standard Client .................................................................................................................................. 30
MSI Installer ....................................................................................................................................... 32
Outlook Plugin.................................................................................................................................... 34
Patching MyCalls ..................................................................................................... 37
Un-installing MyCalls ................................................................................................ 37
MyCalls Server................................................................................................................................... 37
MyCalls Clients .................................................................................................................................. 39
Upgrading MyCalls ................................................................................................... 40
Upgrade Licensing ............................................................................................................................. 40
Upgrading the MyCalls Software ....................................................................................................... 43
MyCalls Desktop and Desktop Lite .......................................................................... 45
Highlight and Dial ..................................................................................................... 46
Macro Scripting .................................................................................................................................. 46
Presence ............................................................................................................................................ 46
SV8100 MyCalls Desktop Programming ........................................................................................... 47
Configuring MyCalls Desktop ............................................................................................................ 48
Accessing Call Control Features in the MyCalls Application ............................................................. 52
Accessing Call Control Features Using MyCalls Desktop ................................................................. 53
Using Call Control Features ..................................................................................... 54
Configuring Screen pop Interfaces ........................................................................... 54
Installing the Call Control Service ............................................................................ 54
MyCalls Desktop with 3rd Party SIP and Analogue Devices ..................................... 58
Analogue Extension ........................................................................................................................... 58
NEC IP Dect Device .......................................................................................................................... 58
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MyCalls Call Centre.................................................................................................. 59
MyCalls Agent Control ....................................................................................................................... 59
SV8100 Programming ....................................................................................................................... 59
Configuring MyCalls ................................................................................................. 60
Configuring Pilot Numbers ................................................................................................................. 60
Creating Users / Agents Using MyCalls ............................................................................................ 61
Creating Users Using The Config Import Tool ................................................................................... 65
Creating Real Time Windows ............................................................................................................ 68
Real Time Status – Pilot Numbers..................................................................................................... 68
Real Time Status – Users .................................................................................................................. 70
MyCalls Agent Control.............................................................................................. 71
SV8100 Programming ....................................................................................................................... 71
Configuring MyCalls for Agent Control .............................................................................................. 73
Set the Agent Control IP Address / TCP Port .................................................................................... 73
Agent Control Groups ........................................................................................................................ 74
Wrap-up Timer ................................................................................................................................... 76
Completion Codes ............................................................................................................................. 80
Skill Based Routing Management ............................................................................ 81
Skill Sets ............................................................................................................................................ 82
Assigning a Skill Set to an User......................................................................................................... 83
Create a Range of User Logins ......................................................................................................... 84
Delete a Range of User Logins.......................................................................................................... 84
Viewing Skill Sets in Real Time ......................................................................................................... 84
Using MyCalls Agent Control Features. ................................................................... 85
As an Agent ....................................................................................................................................... 85
As An ACD Supervisor ...................................................................................................................... 87
Sample Agent Activity Report. ........................................................................................................... 88
MyCalls Enterprise ................................................................................................... 94
MyCalls PC Specification ................................................................................................................... 95
Data Storage ...................................................................................................................................... 95
MyCalls Enterprise Licensing ................................................................................... 96
Mixture of SV8100 / SV9100 / SL Licensing............................................................. 97
Installation Scenarios ............................................................................................... 98
Scenario 1 – A Central MyCalls PC Colleting from Multiple PBX’s ................................................... 98
Scenario 2 – Clustered Installation with a Cluster server and Node Cluster Clients ......................... 99
Scenario 3 – Clustered Install with Group Cluster Clients ............................................................... 100
Scenario 4. A Cluster Server with Node Cluster Clients and Group Cluster Clients. ..................... 101
Installation Procedures ........................................................................................... 102
Scenario 1 – Single MyCalls PC, Multiple PBX’s with SQL Express 2008 R2. ............................... 102
Scenario 2 – Clustered Installation with a Cluster Server and Node Cluster Clients ...................... 105
Scenario 4 - A Cluster Server with Node Cluster Clients and Group Cluster Clients. ..................... 115
Scenario 5 – Netlink installation....................................................................................................... 115
Scenario 6 – MyCalls Call Centre and Enterprise (Non-Netlink) ..................................................... 116
Scenario 7 – MyCalls Call Recorder and Enterprise ....................................................................... 116
Collector Configuration Application ........................................................................ 117
Adding an SV8100 ........................................................................................................................... 117
Adding an SL1100 / SL1000 ............................................................................................................ 121
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Using MyCalls Enterprise ....................................................................................... 123
Real Time Windows ......................................................................................................................... 123
Reporting - Non Clustering Mode .................................................................................................... 123
Reporting - Clustering Mode ............................................................................................................ 124
Users ................................................................................................................................................ 124
Using MyCalls with SQL 2008 R2 .......................................................................... 125
Installing the MyCalls and the MyCalls Database on a SQL 2008 R2 Server ................................. 125
Installing MyCalls and The MyCalls Database on Separate PC’s .......................... 128
Installing the MyCalls Database ...................................................................................................... 128
Testing The Connection to the MyCalls Database .......................................................................... 131
Client Installations with Custom Installations ................................................................................... 132
Backup and Restore ............................................................................................... 133
Document History ................................................................................................... 136
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What is MyCalls
MyCalls is a range of call management solutions that are easily expanded and upgraded as a
business grows.
MyCalls Basic
A single user entry-level application that helps provide a real-time snapshot of all calls. Free for the
first 12 months.
MyCalls Call Manager
A more sophisticated version for businesses providing a full complement of call management
information.
MyCalls Desktop
Provides Desktop users with the with instant Customer Relationship Management (CRM) information
such as screen-pops, and much more.
MyCalls Console
A feature rich Operator Console allowing calls to be handled professionally and efficiently.
MyCalls Enterprise
Enables easy call management and reporting across multiple sites such as main offices and branch
offices.
MyCalls Call Centre / Agent Control
An essential application for any contact centre and specialist call centres.
MyCalls Call Recorder
Equips MyCalls Call Manager and MyCalls Call Centre with full call recording capability. Calls are
recorded securely, encrypted and easily accessed.
Note there is a separate installation manual available for MyCalls Call Recorder.
Any combination of the products can be used together on a single installation.
There is an end user guide available for MyCalls which is available in the Start > Programs >
NEC Infrontia > MyCalls Menu when MyCalls is installed.
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Requirements
The same MyCalls software will always be installed regardless of which MyCalls product you are
using. It is the license that determines the features that are available in the application. By default
the MyCalls databases are stored in SQL Server Express 2008 R2. This will allow a maximum
database size of 10GB which is approximately 50 million call records. If there is a requirement to
store more data than 10GB worth of data then SQL Server 2008 R2 can be used.
Telephone System
MyCalls 4.6.0.4 will run on an SV8100 PBX running version 9.5 system software or greater.
MyCalls PC Specification
The MyCalls server is the PC that is responsible for communicating with the PBX and holding the
MyCalls databases. MyCalls clients can be installed on users PC’s so that they can use the features
of the MyCalls application. A dedicated PC is strongly recommended for the MyCalls Server. The PC
Specification for running MyCalls Call Recorder and MyCalls Enterprise model is different.
Minimum Hardware Specification
Intel i3 Processor / 3GB RAM / Min 50GB of available Hard Disk Space *see note1
Operating systems:
Windows 7 Professional and above
Windows 8 Professional and above
Windows 10 Profssional and above
Windows Server 2008 / R2
Windows Server 2012 / R2
MyCalls clients should be of the same minimum specification as the MyCalls server above.
*Note 1. MyCalls is installed automatically on the ‘C’ drive the install will fail if a ‘C’ drive isn’t
available. Sites that have high call volumes should use a PC higher than the minimum hardware
specification.
Thin Client Environments:
MyCalls is supported in some thin client environments, when installed in this way the MyCalls server
must be installed on a dedicated PC as normal and then a MyCalls client should be installed on the
thin client server. Supported thin client environments are Terminal Services running on a Windows
Server 2008 / 2012 and Citrix. If you are using MyCalls Call Recorder, then call playback is not
supported in a thin client environment.
Virtualised Environments
The MyCalls server can also run in a virtualised environment and is supported on Hyper V running on
Windows Server 2008 / Windows Server 2012.
Network Requirements
MyCalls uses TCPIP to communicate to the PBX and MyCalls client installations use DNS to
communicate to the MyCalls server. Both of these services need to be available before installing
MyCalls.
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Installation Overview
MyCalls requires two TCP connections to the SV8100 in order to work, SMDR and P Commands.
SMDR is used to provide call information after calls have completed. P Commands are used to
display real time information such as extension status and calls in queue information. The output can
be collected from the Ethernet port on the CCPU or from the IPL.
All of the SV MyCalls products require a license to be installed on the SV8100 before they can work,
details on licensing is available in the Licensing section of this manual. After the MyCalls application
is installed, it will detect the license that is installed in the SV8100 and enable the associated features
in the application. Once the application is licensed then the configuration import tool will start, the
config import tool will program the required items in the SV8100. After configuring the SV8100, the
config import tool will download key information required for MyCalls such as extension / DDI names
and numbers.
Installing the MyCalls Server
The MyCalls server is the PC that will be responsible for collecting the SMDR and P commands from
the PBX and storing it in the MyCalls database. It is possible to install other MyCalls clients that can
connect to the MyCalls server to us the MyCalls application.
From the folder that MyCalls was unzipped to, run setup to start the installation wizard.
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The installation wizard will begin
At the Welcome screen click next
Carefully read the license agreement and click I accept, then next.
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Select Complete and click next. A complete installation will install SQL server 2008 R2 express and
all of the components required to make MyCalls work. Instructions for installing MyCalls with SQL
server 2008 R2 are available in the Using MyCalls with SQL 2008 R2 section of this manual.
Next, enter a name for PBX, select your country and enter your area code.
! Note: The area code is used for determining the local calls in MyCalls. Enter the correct area
code.
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Finally, click Install to start the installation process.
Post Installation License Check
After the installation process has completed click finish. After clicking finish the license check window
will open. At this point, the MyCalls license will already need to be installed on the SV8100 and the
free license will need to be disabled else MyCalls will not be able to read the license from the switch.
If the license manager is closed without reading the license from the switch then it can be manually
started at any time.
When prompted, enter the IP Address of the SV8100 and click check license. The License check will
then make sure that the free license is disabled on the SV8100 and that there is a MyCalls license
installed on the SV8100.
Once the license has been detected in the PBX, click ‘OK’ and the license manager will start.
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When the license manager is opened, check the IP address is correct and click ‘Read License.’
Reading the license out of the switch can take a few minutes, click ‘Yes’ when prompted.
Once the license has been read out from the switch, click yes to install the license.
You will be notified that the license will need to be registered. The license that is read from the switch
will work
The license read from the switch will run for 15 days during this period the license will need to be
registered. Either follow the on-screen instructions or see the Registration section of this manual for
further details.
If the post installation license check is cancelled or closed at any time the license manager can be
started manually at any time and is available in Start / Programs / NEC Infrontia / MyCalls further
details are available in Reading the License from the SV8100.
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Configuration Import
This step will program the SV8100 ready for MyCalls and download key data from the PBX ready to
send into MyCalls. After the license manager has been closed down click OK and the Configuration
Import Tool will be opened. MyCalls has a scheduled config import feature which means it will
synchronise data between MyCalls and the SV8100. The Configuration Import Tool can be started
manually at any point and is located in the Start / Programs / NEC Infrontia menu.
When prompted, enter the IP Address of the PBX and click download
If the SV8100 is not configured as required for MyCalls you will be asked if you would like MyCalls to
configure the SV8100 for you Click Yes to continue. You may be prompted to enter a user name and
password for the SV8100 if the defaults values have been changed. A list of the commands set by
MyCalls are available below, the settings changed are the same as what is set by the MyCalls v5
script.
If there is a value set by MyCalls that needs to be changed, this can be done using PC Pro / Web Pro
after MyCalls has set it. For example, all extensions are enabled for SMDR output, if there was a
requirement for a particular extension not to output SMDR this would manually need to be changed
back after MyCalls had enabled it.
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The table below explains all of the commands that are set in the SV8100 by the configuration import
tool.
PRG Cmd
Easy Edit Command
Value Description / Purpose
10-20 Device 1
10-20 Device 2
10-20 Device 5
10-20 Device 10
Applications / MyCalls / General
Applications / MyCalls / General
Applications / MyCalls / General
Applications / MyCalls / General
8181
4000
4001
4002
Set CTI Port for MyCalls Desktop
Set P Command Port
Set SMDR Port
Set Agent Control Port
11-16-09
System Numbering Plan / Service
Codes / Single Digit Code
6
Set single digit voicemail access
code to 6 (used by MyCalls Desktop)
41-01-03
41-01-05
-
LAN
8 Digit
Enable P Command Output
Enable 8 Digit P Command Output
35-01
Additional Devices / SMDR / Setup /
SMDR Service Options
LAN
Set SMDR Output for LAN
-
Set Various SMDR options for
MyCalls.
Enable
Enable SMDR Ouput for all trunks.
35-02
14-01-06
Additional Devices / SMDR / Setup /
SMDR Output Options
Additional Devices / SMDR / Setup /
SMDR Output for Trunks
20-11-11
COS / Automatic On-Hook Transfer
Disable
Disable On-Hook transfer, used for
MyCalls desktop.
15-01-03
Additional Devices / SMDR / Setup /
SMDR Output for Extensions
Enable
Enable SMDR output for all
extensions
15-01-14
Additional Devices / SMDR / Setup /
SMDR Output for Extensions
Enable
Enable Internal SMDR (outbound)
15-01-15
Additional Devices / SMDR / Setup /
SMDR Output for Extensions
Enable
Enable Internal SMDR (inbound)
Once the SV8100 is configured and ready for MyCalls the the config import tool will be populated.
Click OK when prompted.
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The data that is displayed in the config import tool should be reviewed before its saved. A description
of the data that is imported is below.
Items
Description
Account Codes
Account codes that are configured in the SV8100 will be imported into
MyCalls as account codes.
Callers (Abb Dial)
The speed dial list in the SV8100 will be sent into MyCalls. There are two
areas where the callers are send to – Callers and the System Address book.
Callers are used for alpha tagging CLI’s in reports and the System Address
Book is used with MyCalls desktop. The number and the name are both
imported.
Carriers
If an LCR code is being used, the number is added to the SMDR that is output
by the SV8100. MyCalls will remove the LCR code from the SMDR record to
show the correct CLI in the application.
DID’s
DDI Numbers and names will be retreived from the SV8100. If there are
multiple entires in the DDI table, only the first entry found will be displayed in
the config import tool.
Extensions
The extension Number, Name, Type and group membership are identified.
When InMail is used the voicemail ports are identified and set a voicemail
ports in MyCalls.
Extension Groups
If department groups are being used on the SV8100 in PRG 16-02 or Easy
Edit / Department Groups then these groups are created. The extensions
identified in the extensions page above are put into the appropiate groups in
MyCalls.
Pilot Numbers
If ACD is being used then programmed ACD groups are available in MyCalls.
Service Codes
MyCalls desktops uses service codes to perform certain functions such as
transfer to voicemail and Day / Night mode.
General
The General Page is populated with configuration items on the SV8100
Trunks
Trunk numbers, names and trunk types are listed here
The data in the config import tool can be reviewed and its possible to ‘de select’ items if they should
not be imported into MyCalls.
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Once you are happy with the data in the config import tool, click the disk icon to import the
configuration into MyCalls.
Click to Import
Click Yes to being the process.
Click Ok and close down the config import tool.
MyCalls is now configured and ready to be opened.
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Opening MyCalls for the First Time
To open MyCalls double click the MyCalls Icon, a shortcut is created on the desktop of the PC or is
available in the Start / Programs / NEC Infrontia Menu.
By default there are no usernames or password configured. At the User Login screen click ok.
MyCalls will open and is ready to use. Details on how to use MyCalls is available in the MyCalls End
User Guide.
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MyCalls and Virtual Loopback Reporting
MyCalls can report on calls that are passed through virtual loopback trunks on the SV8100. This is
because SMDR and P commands are output for loopback trunks just like they are for any other trunk
type. Loopbacks can often be configured on an SV8100 to give greater flexibility for call routing and
reporting.
Previously if a call arrived on a real trunk and was passed around a loopback trunk, there would be
two unrelated SMDR records output, these would both be displayed in the call records view and be
available in the MyCalls reports.
The example below shows a call that arrived on ISDN trunk 1 and was passed round virtual loopback
trunk 31. The call was then answered by extension 200. The two calls are listed next to each other
but there is no easy way to know that the two calls are associated. The big downside to the call
records being displayed like this is if you have call recording. This is because the recorded call is
associated with the real trunk and not the virtual trunk. If you were to filter the call records view to
show calls for ext 200, there would be no way to playback the associated recorded call.
There is an combined enhancement in SV8100 system software and MyCalls version 4 and above
that tags loopback calls to the trunk that the call originated on. The enhancement to the system
software marks the SMDR output to indicate the call has been passed around a loopback. This
feature is set by MyCalls when it does the configuration import and enables PRG 35-02-24, Virtual
Loop Marking. MyCalls version 4 will use the virtual loop marking feature to group loopback call to
real calls.
The screenshot below shows the same call as above – a call that arrives on real trunk 1, passes
round a loopback and is answered by extension 200. The call type now shows as an Incoming
Transfer call with the + icon shown on the far left of the call record.
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When you expand the view by clicking the + icon, you can see both legs of the call that is on both
trunks 1 and 31.
If call recording is being used you can playback the calls against either of the call records. The view
can also be filtered by extension number and the recording can still be played back. If call recording
isnt being used then the loopback calls will still be grouped together but the speaker icon will not be
available.
The feature works normally but not under the following conditions:


If a loopback is dialled internally that doesn’t have a trunk call associated with it the call isnt
displayed correctly in MyCalls.
If a call is answered and then transferred to a loopback, this also isnt displayed correctly in
MyCalls.
If there is a requirement to dial loopbacks internally or transfer answered calls arounds loopbacks for
any reason then PRG 35-02-24, Virtual Loop Marking will need to be manually disabled in the
SV8100 configuration. If the Config Import Tool is ever re-run and modifies the SV8100 configuration
the PRG item will need disabling afterwards.
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Licensing
Before any of the MyCalls products can be used, the correct MyCalls license should be installed. The
MyCalls license is usually downloaded from the LMS and stored in the SV8100. Initially after MyCalls
has been installed the Post Installation License check takes place, this will take you through the
process of reading the license from the SV8100. If this process is cancelled at any point, then the
license manager can be manually started from the Start / Programs / NEC Infrontia Menu.
After the license has been read from the SV8100, it will hold its own copy of the license. Only when
the license changes on the SV8100 would you need to reread the license from the SV8100. When
the license is read from the SV8100, it is necessary to register the license, there is a 15 day grace
period in which to complete the registration. The time it takes to read a license from the SV8100 can
vary based on the license type.
For details on MyCalls Enterprise licensing refer to the MyCalls Enterprise License section of this
manual.
The SV8100 needs to be licensed to use P Commands and SMDR, these are included in the MyCalls
license that is installed on the SV8100*. When MyCalls reads the license from the SV8100 it verifies
that the license in the SV8100 is valid. If MyCalls discovers that any licensing rules have been
incorrectly purchased or the license agreement breached then it may choose not to include them in
the license or invalidate the license.
Note: MyCalls will not be able to read a license while the 60 day trial is running on the SV8100.
Before reading the license from the SV8100, you should check that PRG 90-55-01 is set to 0. A
license will also need to be installed on the SV8100.
When the MyCalls license is registered it is bound to the CPU and MyCalls checks on start-up that it
is connected to the correct CPU. If a CPU is replaced then MyCalls will not start until the MyCalls
licenses exist on the new CPU. When the licenses exist on the new CPU, the license should be reread and re-registered using the license manager.
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Reading the License from the SV8100
If a license is being upgraded or you need to run the License Manager manually, from the Start /
Programs / NEC Infrontia / MyCalls menu, start the License Manager application. Select SV8100 /
Read License from Switch.
Enter the IP Address of the PBX and click read license. The TCP Port can be changed if required,
you would only change the TCP Port if PRG command 10-47 had been changed.
You will be warned that the operation may take some time, click yes to continue.
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After the licence has been read from the PBX, you will be asked if you want to install it, click yes and
the license will be installed on the PC.
The license will now work for a period of 15 days, during this 15 day period, the MyCalls software has
to be registered. If the MyCalls software is not registered during this period then it will expire.
Registration
After the license has been read from the SV8100, you should select ‘Generate Registration Request
File’ from the SV8100 menu.
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A Window will open containing the registration information and instructions, if the PC that MyCalls is
running on has internet access, then open the following web page. If the PC does not have internet
access then save the text from within the windows into a text file and take it to a PC that has Internet
Access.
http://www.kelmar-software.com/svlicensing/default.aspx
Enter the details into the website, the user name / organisation should be details of the customer.
The email address is the mail address that the registered license should be sent to. You can also
elect to receive MyCalls email notifications, check the box to enable notifications. Now copy and
paste the registration information into the ‘Registration Request Information’ box. Take care when
copying the information into the box to make sure that only the registration information (show in the
above screenshot, highlighted in blue.) Do copy any other information or it may result in an invalid
license being issued. Finally click the ‘Send Registration Details’ button to submit the registration
request.
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Once the registration has been submitted, it is automatically processed by a web server and a
registered license file is sent to the email address that was provided. The email will come from
[email protected] and will have a license file attached. Save the
license file onto the MyCalls server and open the license manager *see note1. From the file menu,
select open and open the .lrf that was in the email. Verify that the information is valid and correct then
click Install to install the license. The main difference between the license pulled from the SV8100
and the registered license is the expiry date. The license pulled from the switch will have an expiry
date of 15 days from when it is read from the SV8100. The expiry date of the registered license will
increase by at least 1 year or to the date 01/01/2105.
*Note 1. If the file is downloaded using webmail, then there is a possibility is can become corrupted.
If when you attempt to open the lrf file in the license manager is says it can’t open the file, then you
should re-register the license and download the attachment using another method other than
webmail.
Click OK to complete the installation of the license.
Once the license has been successfully installed you will a receive confirmation.
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Adding Additional MyCalls Licenses
To add additional items to a MyCalls installation, then they first have to be installed on the SV8100.
After the license has been installed on the SV8100, then you will need to re-read the license from the
SV8100 and carry out the registration process again.
MyCalls Call Recorder Licensing
MyCalls Call recorder licensing works in the same method as other MyCalls features. Call recording
does not work with the 1 year version of MyCalls, at least MyCalls Call Manager / Call Centre /
Enterprise is required. As part of the call recording package, a license containing call recording for
the relevant number trunks should be downloaded from the LMS and installed on the SV8100.
If you are adding a call recorder to an existing installation then you should treat the installation as an
upgrade and carry out the read license / registration procedure after installing it.
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Installing a Client
A MyCalls client can be installed to allow an individual to use the MyCalls application on their PC.
During the installation you are prompted to enter the name of the MyCalls server PC. Once the
installation has completed then the client will be able to use any of the functions available in the
MyCalls application. There are three types of clients that can be installed, a network client, a
standard client or a client can be deployed using an MSI file. A network client works by installing a
small amount of components on the client PC and then running the MyCalls application from a
network share on the MyCalls server. A standard client will install a lot more components onto the
client PC and the application will be run from the local PC. The MSI installer allows an installation file
to be created, this can be deployed on a client PC.
There are 4 different client applications that can be installed.
This is the MyCalls application typically used for
configuring MyCalls, running reports and viewing real
time information
This is the MyCalls Desktop application.
This is the Operator Console application.
This is the Stop / Start Recording Client.
When each client is installed, you can choose with of the applications are installed.
! Note: It is not possible to use the Network client and screen pop Outlook.
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Network Client
The main advantage with a network client is that you only need to install it once on a client PC. If the
MyCalls software running on the MyCalls server PC was upgraded then as the MyCalls client runs the
application from the server, the client could not need upgrading. During the installation of the MyCalls
Server, the MyCalls installation folder is shared. In a Windows Domain environment, users will need
the read and execute permission to the MyCalls share on the MyCalls server. To see if a client can
access a share, from Windows explorer, type \\servername\mycalls where servername is the name of
the MyCalls server. In the example below the server is called MyCalls.
If an explorer window opens showing the contents of the share then the client can connect to the
server and share.
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If an error is displayed saying there is a Logon failure then it is possible that the user trying to connect
to the share does not have the correct permissions.
To check permissions, on the MyCalls server, right click on the MyCalls folder in C:\Program
Files\NEC Infrontia and then Sharing and Security.
On the security tab, make sure the user or group that is accessing the share has the Read and
Execute permission to the share.
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Start the MyCalls installation program and from the ‘Setup Type’ menu, select network client and click
next.
From the Client Installation menu, choose which client applications will be installed and click Next.
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When prompted, enter the name of the MyCalls server PC name and click next.
At the next prompt, click install to complete the installation.
The MyCalls application can now be launched using the Start Menu or a short cut is available on the
desktop.
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Standard Client
Run the setup installation wizard and step through until you reach the Setup Type screen. Choose
Client and click next.
Choose which applications will be installed and click Next.
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When prompted, enter the name of the MyCalls server PC name and click next.
At the next prompt, click install to complete the installation.
The MyCalls application can now be launched using the Start Menu or a short cut is available on the
desktop.
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MSI Installer
Clients can also be installed by creating an MSI Installation file, this allows custom items such as the
MyCalls server name to be specified. The MSI installer file is installed without any interaction from
the person installing the software, it just uses the options they were set when the installer was made.
When the MSI Installer is used, .NET Framework 4 will need to be installed manually before installing
the MSI file.
To make an MSI file, open the MyCalls Toolkit on the MyCalls Server, this is usually:
C:\Program Files(x86)\NEC Infrontia\MyCalls\Toolkit.exe
When the toolkit loads, click Client > Generate Client Installer…
From the list of applications, choose which which should be part of the installer package. The Stop /
Start Recording Client should only be selected if that specific feature is being used. Other
configuration items such as the location of the Database Server and port numbers can also be
changed. Enter the options as required and click OK.
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The toolkit will take a short while to create the MSI file, when prompted enter a name for the file and
click Save.
Once the file has been created, click OK.
To install the client, browse to the MSI file and run it, the client will be installed using the options
specified in the Toolkit.
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Outlook Plugin
The Outlook Plugin gives users the ability to set their presence status directly from Outlook. The
installation file is made in the say way as the MSI Installer file. Open the Toolkit on the MyCalls
Server, this is usually:
C:\Program Files(x86)\NEC Infrontia\MyCalls\Toolkit.exe
When the toolkit loads, click Client > Generate Outlook Client Installer…
Confirm the settings are correct and click OK to proceed.
When prompted, enter a name for the file and click Save.
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Once the MSI file has been created, double click to Install it. This will start a standard Windows
installer.
Step through the Installation Wizard to complete the process.
To confirm that the installation has been successful, open Outlook and you will see the PRESENCE
menu option in the toolbar.
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If there is a requiement to install the application without any interaction from the install, the MSI cal be
run with the /qn switches against it. An example of how you would do this using a command prompt
is shown below.
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Patching MyCalls
From time to time, patches may be release to enhance the performance of MyCalls. These patches
are made available from the following FTP site, ftp://ftp.neci.co.uk/mycalls/patches. The patches are
made available on a per PBX / per version of MyCalls. There is a set of instructions available online
that show you how to install the patches. Patches should be applied to the MyCalls server and any
clients.
Un-installing MyCalls
If you wish to perform a complete removal of MyCalls then follow these instructions. This process will
remove all of the MyCalls components from the PC including and historic data and configuration. If
you are moving the data to another PC then make sure you take a backup of the Configuration and
Call Records databases by opening MyCalls on the MyCalls server PC and choosing Database
Backup on the system menu. If you are upgrading MyCalls it is not nessacary to perform a complete
removal of MyCalls instead follow the Upgrade Instructions.
MyCalls Server
On the MyCalls server in Control Panel > Programs and Features remove the MyCalls application.
When the upgrade validation window appears, click yes to contiune
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Once the MyCalls application has un-installed, remove Microsoft SQL Server 2008 R2. At the first
menu click remove.
Click OK when prompted.
When prompted, select the option to remove the KSS instance.
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Once the KSS instance has been selected then complete the wizard to remove MyCalls SQL
components.
Click close once the process has finished. To complete the removal process, delete the MyCalls
installation folder which will be “C:\Program Files (x86)\NEC Infrontia\MyCalls” MyCalls will now be
completely removed from the PC.
MyCalls Clients
To completely remove a MyCalls client in Control Panel > Programs and Features remove the
MyCalls application.
When the upgrade validation window appears, click yes to contiune.
Click close once the process has finished. To complete the removal process, delete the MyCalls
installation folder which will be “C:\Program Files (x86)\NEC Infrontia\MyCalls” MyCalls will now be
completely removed from the PC.
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Upgrading MyCalls
There are two aspects to upgrading a site, the licensing and the upgrade of the MyCalls software.
Upgrade Licensing
Important: Before upgrading take note of which version is currently installed and which
version you wish to upgrade to. As a precaution, take a backup of the configuration and call
records database before upgrading!
To determine what licenses are required in order to carry out the upgrade, in the MyCalls application
click Help > Upgrade Requirements. The screenshot below shows an example of what the upgrade
requirements may be identified as.
Upgrades are available in two main types, singles version upgrade and any version upgrade. A single
version upgrade will allow you to upgrade from version 4.5 to 5. A Multi version upgrade will allow
you to upgrade from version 4.5 to any other released version. All version release numbers will be
staged in .5 increments. A Single version upgrade will allow you to upgrade from 4.5 to 5 or from 5 to
4.5 and so on. To upgrade from 4.5 to 5.5 or above, you will need to purchase an any version
upgrade license.
MyCalls 4.6.0.4 is a maintenance release of MyCalls therefore an license isnt required to upgrade
from 4.5 > 4.6. To upgrade from other versions of MyCalls to 4.6, the same rules can be applied as
with 4.5. For example to upgrade from 4.0 > 4.6 this is considered a single version upgrade.
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There are several different upgrade licenses that can be purchased and are summarised below:
License Name
Part
Description
Single Version Upgrades
MyCalls Single Version
Upgrade per PBX
EU000117
Required for each PBX in the MyCalls license. More
than one license is required for enterprise sites only. The
number of PBX’s can be checked in the help / about
section of MyCalls.
MyCalls Single Version
Upgrade Desktop per User
EU000120
Required for each Call Control User in the MyCalls
License. The number of call control users can be
displayed in the help / about section of MyCalls.
MyCalls Single Version
Upgrade Agents per Agent
EU000122
Required for each Concurrent User Logins (Agents) in
the MyCalls License. The number of concurrent users
can be displayed in the help / about section of MyCalls.
MyCalls Console Single
Version Upgrade
EU000282
1 license is required for each console user.
Any Version Upgrades
MyCalls Any Version
Upgrade per PBX
EU000118
Required for each PBX in the MyCalls license. More
than one license is required for enterprise sites only. The
number of PBX’s can be checked in the help / about
section of MyCalls.
MyCalls Any Version
Upgrade Desktop per User
EU000121
Required for each Call Control User in the MyCalls
License. The number of call control users can be
displayed in the help / about section of MyCalls.
MyCalls Any Version
Upgrade per Agent
EU000123
Required for each Concurrent User Logins (Agents) in
the MyCalls License. The number of concurrent users
can be displayed in the help / about section of MyCalls.
MyCalls Console Any
Version Upgrade
EU000283
1 license is required for each console user.
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Before the upgrade can take place, the licenses should be installed on the SV8100, read in using the
MyCalls license manager and registered on the Kelmar website. To verify that the upgrade can take
place, click the Help / Upgrade requirements option in the MyCalls application.
If the requirement for upgrading is satisfied then in the Help / Upgrade requirements menu will return
to following message. The window will tell you if you can upgrade a single version or more than one
version.
Should there be any items missing from the licenses then the following screen will be displayed
showing you what license items are installed so you can work out what is required in order for the
upgrade to be allowed.
If the upgrade requirements have not been met and MyCalls is un-installed, you will not be able to
install a new version, it will halt during the install. To apply the upgrade licenses, the original version
of MyCalls will have to be re-installed to allow the licenses to be installed.
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Upgrading the MyCalls Software
Before you start the upgrade of the MyCalls software, take a backup of the Configruation and Call
Records databases on the MyCalls Server, this can be done using the System > Database backup in
the MyCalls application. Always upgrade the MyCalls server first and then any clients afterwards.
Once the backup has completed, in Control Panel > Programs and Features remove the MyCalls
application.
You will be reminded that the upgrade license need to be applied before the upgrade can take place,
click yes to continue or no to cancel.
Once the old MyCalls software has been removed, install the new version of MyCalls and the upgrade
will complete. Once the MyCalls server PC has been upgraded then repeat this process for the client
installations.
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If the site has the Operator Console installed and is upgraded from 4.5 > 4.6 or above then an
additional step will need to be carried out. Once the upgrade has completed, on the MyCalls server,
open the Collector Configuration Tool and login as an PBX admin login.
Navigate down the TAPI connector and click Edit Telephone System Template.
In the Select a template drop down menu, select Generic TAPI, choose to overwrite the existing
template and click OK. The collector configuration tool can then be closed down.
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MyCalls Desktop and Desktop Lite
MyCalls Desktop is a CTI based application that allows users to carry out call control actions and
Screen pop using MyCalls. There are two different variants of MyCalls Desktop available, MyCalls
Desktop Lite and MyCalls Desktop. The features available in the two products are listed in the table
below:
Feature
MyCalls Desktop Lite
Standard Call Control - Answer, Hangup, Transfer,
Hold and Dial
Highlight and Dial
Instant Messaging
Personal Call list / Address Book
10 DSS or Speed Dial buttons
Outlook Screen pop
Advanced Call Control – Park, Conference, DND,
Call Forward, Camp on, Broker
Un-returned Calls
1000 Action Buttons per User
Screen pop to various CRM’s
Standard Presence
MyCalls Desktop

















MyCalls Desktop uses the 3rd Party TAPI driver to carry out call control functions. The 3 rd Party TAPI
driver is a licensed feature on the SV8100 and will only run when the license is installed. The part
number for the 3rd Party TAPI is BE114079, more detail about this is available in the SV8100 licensing
manual. The process for installing the TAPI driver is explained in the CTI Installation manual. It’s
recommended that the TSP is installed on the MyCalls server PC. It is possible to install the TSP on
to different PC to the MyCalls server, instructions are provided later on in the manual.
MyCalls Desktop can also screen pop a number of CRM’s, these are listed below.
Database Type
Versions
Outlook
XP, 2003, 2007, 2010 & 2013
Act !
2005 – 2014
Goldmine
6.7 – 9
Maximiser
9.5 – 10.5
Microsoft CRM
4.0, 2011 & 2013
Sales Force
Sage Line 50
Any version of Sage Line 50 that
supports ODBC
There is a separate manual that explains how to configure MyCalls to work with each of the different
CRM’s, this is put into the Start > Programs > NEC Infrontia > MyCalls menu when MyCalls is
installed.
Note: Due to the way that MyCalls Desktop interacts with the SV8100, Line Keys must not be
programmed on any extension.
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MyCalls Desktop can be used in two different ways, either the MyCalls application can be used or the
MyCalls Desktop application can be used. The main difference between the two is that if you use the
MyCalls application you can have access to Real Time Screens, Reports and all of the other MyCalls
features along with the call control and screen pop functionality. MyCalls Desktop only has access to
the call control and screen pop functionality. The number of users that can logon to each of the
application types are controlled via the license.
Any configuration changes have to be made through the MyCalls application.
MyCalls
Application
MyCalls Desktop
Application
Highlight and Dial
The highlight and dial functionality allows a number to be highlighted in an application and then dialled
on the users phone. When some text is highlighted in the application and the user presses the red
button or presses the global hot key for the application, MyCalls will send a request to get the data
that is selected. MyCalls will then dial the number that was selected.
Sometimes applications do no respond to the request to get the highlighted data and as a result
MyCalls cannot dial the number. If this happens, the user will need to press ‘Control + c’ to copy the
text to the clipboard and then either click the red button or press the global hot key for the feature.
A Test Tool to validate the functionality of the Highlight and Dial tool is available from
ftp://ftp.neci.co.uk/mycalls. This can be used prior to the sale of MyCalls to make sure it works with a
specific application.
Macro Scripting
Macro Scripting allows MyCalls Desktop to integrate with different CRM’s (Customer relations
management) by providing a mechanism to send key strokes and mouse actions to an application.
This could, for example, navigate to a search field in a CRM, enter the CLI of the outside caller and
perform a search. Macro scripting requires the EU0000101 license in order to work, this license
effectively it a site wide license that gives any user the ability to use Macro Scripting.
Presence
MyCalls has to capability to allow users to set a presence state, this can show co-workers if they are
in the office, at lunch, on holiday or out of the office. Each MyCalls Desktop User gets a standard
presence and so does any standard MyCalls user. Additional licenses can be used to enable the
Outlook plugin and Exchange Integration.
Further detail of how to configure and use presence is available in the MyCalls End User Guide.
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SV8100 MyCalls Desktop Programming
Some of the features that are available in MyCalls Desktop have to be enabled on the SV8100 before
they will work in MyCalls. The MyCalls features along with the related programming commands are
listed in the table below.
MyCalls Desktop
Feature
Programming Commands
Wizards / COS / Call Forward
Call Forward
Call Forward
(External)
Barge In
Wizards / COS / Call Forward Off-premise
Wizards / Trunks / Trunk to Trunk Routing /
Trunk to Trunk Transfer
Wizards / Trunks / Trunk to Trunk Routing /
Outgoing Route Setup
Wizards / COS / Barge in Initiating
Wizards / COS / Barge in Receiving
Broker
Wizards / COS / Automatic On-Hook Transfer
Paging
Wizards / Extensions / Extension Internal
Paging Group
Transfer to
voicemail
Wizards / System Numbering Plan /
Service Codes / Single Digit Code /
Voicemail Access
Comment
There are several call forward class of
service items that can be enabled /
disabled for call forwards.
Turns on call forward External.
Turns on trunk to trunk transfer.
Assign a trunk group used for trunk to
trunk transfer.
Turn on to allow an extension to Barge
in to another
Turn on to allow an extension to be
barged into.
If the broker feature is being used and
On-Hook transfer is enabled, the
desktop user clears down the call, the
two callers are transferred together. If
the broker feature is being used then
this should be disabled.
Extensions should be assigned to
paging groups before MyCalls will
be able to page
This is the code used by MyCalls
to transfer call to voicemail.
The transfer to voicemail option is configured to be 6 as a single digit option by default.
When MyCalls configures the SV8100, it disables on hook transfer on the SV8100. The reason it is
disabled is that MyCalls takes responsibility for deciding if a transfer is a supervised or blind transfer.
With On Hook Transfer enabled, if a MyCalls Desktop user receives a call and makes a call to
another extension, and then cancels the call it would be transferred to the other extension. On hook
transfer can be enabled on a per class of service basis and therefore could be enabled for non
MyCalls desktop users.
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Configuring MyCalls Desktop
Once the MyCalls licenses are active in the MyCalls application and the 3rd Party TAPI driver is
running then you ready to configure MyCalls Desktop.
Login to the MyCalls application as a PBX administrator and from the configure menu select
Telephone system, then expand the PBX name / expand Call Control / select Call Control then click
Configure Call Control.
From the control type drop down menu, select Generic Tapi and click Edit.
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Enter the name of PC that is acting as the call control server. This is normally the same PC as the
MyCalls server and is running the 3rd Party TAPI driver. The call control service is installed by default
when a complete installation of MyCalls is carried out. If the TAPI driver is installed on a different PC
to the MyCalls server then the call control service should be installed onto that PC running TAPI.
Instructions on how install the call control service onto a different PC are provided later on in this
manual. Other configurable items are as follows:




Outside Line Access Code - The outside line access code is the number used to seize a trunk
on the PBX
Number of internal call digits – The number of digits of extensions on the PBX. If MyCalls
dials a number of over this number of digits then the number entered in ‘Outside line access
code’ is added to the dialled number.
Auto Hang-up Calls – If this option is enabled, when a call has finished on the PBX, the phone
will return to an idle state.
Always dial these numbers externally – Any number entered here will always have the
‘Outside line access code’ added when they are dialled.
Click OK the save the changes
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Users now have to be created to allow them to use call control features, in Configure / Organisation,
click create new user. When creating users, at least one PBX Administrator should be created, this
will allow a nominated user to carry out administrative functions. Enter a name for the user, set the
User Role as required and select Advanced or Basic from the Call Control drop down menu.
Advanced users are normal MyCalls desktop users, Basic users are for MyCalls desktop Lite. Users
can be enabled for Hot Desking, by turning this feature on, it allows a user to select which extension
they will logon to when they first logon to MyCalls. If a user is not enabled for Hot Desking then the
user must be assigned to an extension.
Users that use the same extension or are not enabled for Hot Desking should be assigned to an
extension. When users are assigned to an extension that are enabled for Hot Desking, they will be
offered to login to their default extension. To assign a user to an extension, select Configure /
Telephone System / PBX / Devices / Extensions / Create or Edit Extensions and then click the edit
button against the extension. Then click the select button next to Default User and in the select user
window, type part of the users name in the top left box and select the user. Click OK and the user is
assigned to the extension.
Repeat this procedure for each user that will need creating. Users can be created ‘en-masse’ if there
are several users to create, this can be achieved using the config import tool. Details of how to do
this are shows in the Using the Config Import Tool section of this manual.
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While editing extensions, you can choose to enable an extension for Hot Desking. Extensions that
are not enabled for Hot Desking are not available for Call Control Users to logon to.
Once users have been created, they have to be put in call control groups. A call control group is
where you can allow users to use call control and define permissions for these groups. In Configure /
Telephone System / Call Control / Call Control / Create or Edit a Call Control Group.
Enter a name for the Call Control Group and then from the list of users, add them to the list included
users by clicking Add. In the lower section of the window, permissions can be configured for
members of the call control group.
Once the users have been configured, they will be able to login to the MyCalls or desktop application
and use the call control functions.
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Accessing Call Control Features in the MyCalls Application
When a call control user first logs on to the MyCalls application,
, they enter their user name
and configured password. If the user if a Hot Desking User then they will be asked to choose an
extension to logon to. For the duration that the user is logged in, the calls they handle will be
assigned to that extension. You must have the appropriate user licenses to use the MyCalls
application.
From the view menu, select Call Control Toolbar.
The Call Control Toolbar allows users to perform Telephony functions such as Answer, Hand up,
Transfer, Hold etc. At the bottom of the call control toolbar, you see the status of the user’s extension
and how long it has been in that state. There is also a mini wallboard for the calls handled by that
extension for the day. The toolbar can be either inside the MyCalls application or placed on a user’s
desktop. To move the toolbar into the MyCalls application, drag the blue title bar and drop it in the
upper section of the MyCalls application. The remove the toolbar from MyCalls, drag the dotted line
on the far left side of the toolbar and drop it anywhere outside of MyCalls.
When the toolbar has been removed from the application, MyCalls can be minimised and the toolbar
will remain in view.
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To access the call records / Un-returned calls / Actions Buttons and Address Books, click the icons in
the lower section to display them.
Accessing Call Control Features Using MyCalls Desktop
When a user first logs into MyCalls Desktop,
, they are presented with the call control toolbar.
To access the call records / Un-returned calls / Actions Buttons and Address Books, click the drop
down arrow on the options button and click Expand.
When the view is expanded then the extra menus are available in the lower section of MyCalls
Desktop.
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Using Call Control Features
For information of how to use the call control features in MyCalls, please refer to the MyCalls End
User Guide.
Configuring Screen pop Interfaces
For information on configuring Screen pop interfaces, please refer to the MyCalls Screen pop
configuration guide.
Installing the Call Control Service
In circumstances where the 3 Party TAPI driver is not installed on the MyCalls Server, it is necessary
to install the MyCalls Call control service onto the PC running the 3 rd Party TAPI driver. To install, the
call control service, start the MyCalls install and from the Setup Type screen, select custom and click
next.
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From the list of components to install, choose only to install the call control service and step through
the installation wizard.
At the Call Collector Name Screen, click Next.
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At the Database Server prompt, you will need to browse and select the location of the MyCalls
Database. If the default options have been installed, then you can Database server will be the
PCNAME\KSS . If a custom SQL Installation was used then you will need to select the appropriate
option. Click Next to continue.
Enter the name of the MyCalls server and click next and then complete the installation wizard by
clicking next twice and then finish.
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Once the installation has completed, the call control service will be active. From the MyCalls server,
enter the name of the Call Control Server PC in the TAPI Connection Configuration. That is the PC
that the call control service was installed onto. Click OK to save the changes.
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MyCalls Desktop with 3rd Party SIP and Analogue Devices
The functionality of MyCalls desktop when used with 3rd Party SIP and analogue devices is limited.
This is because MyCalls desktop does not have control over the hook switch on either of these
devices. For example if you click the answer button in MyCalls desktop because the hook switch
cannot be lifted, the call won’t be answered. The following two tables state how the two device types
operate.
Analogue Extension
MyCalls Feature
Outbound Call
Transfer
Hangup
Hold / Recall / Park / Retrieve
Answer
Transfer to voicemail
Comment on Functionality
When a number is dialled in MyCalls Desktop, the analogue
extension rings and when the handset is picked up, the outbound
call is made
Blind and supervised transfer to an extension work fine.
After the hang up button has been clicked in MyCalls the terminal
remains off hook until the handset is replaced.
Works Fine
When the answer button is clicked, the call can’t be answered.
The call can only be answered by manually picking up the handset.
This feature is not supported
NEC IP Dect Device
MyCalls Feature
Comment on Functionality
Outbound Call
When a number is dialled in MyCalls Desktop, the dect extension
rings and when its answered, the outbound call is made
Transfer
The transfer operation has limited functionality; transfers have to
be completed by using manually pressing the hangup button on
the IP Dect phone.
Hangup
When the hangup button is clicked in MyCalls, the call clears down
and the IP Dect device remains off hook until the hangup button is
pressed on the handset
Hold / Recall / Park / Retrieve
The Park and Hold function work ok but it’s not possible to retrieve
from hold
Answer
Not possible as pressing the answer button cannot be simulated.
Transfer to voicemail
This feature is currently supported
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MyCalls Call Centre
MyCalls Call Centre provides real time monitoring of an SV8100 running ACD. ACD works on a
concept on agents logging into ACD groups to take calls. The longest waiting call in an ACD group is
delivered to the agent that has been idle to longest. MyCalls Call Centre can show in real time the
status of ACD queues and agents. Detailed reports can be produced on agent and ACD group
performance. Furthermore ACD can be enhanced be the use of Skill Based Routing, this allows
agents to be given a skill level within an ACD group. Calls will then be presented to an available
agent with the highest skill set.
MyCalls Agent Control
MyCalls Agent Control provides a major enhancement to MyCalls Call Centre. With agent control,
you can use the MyCalls application to login to ACD to take calls. Unavailable codes can be setup so
that when an agent will not be taking calls, they can specify a reason why. Completion codes can
also be used to specify the nature of a call. An ACD supervisor will have the ability to control the
status of multiple agents. In addition to the MyCalls Call Centre Reports, there are additional
reporting features available in MyCalls Agent Control. When the Skill based routing feature is used
on the SV8100, Agent control can be used to manage skill sets on the SV8100.
This manual is intended to give an installer with an understanding of MyCalls and SV8100 ACD the
ability to install and configure MyCalls Call Centre.
SV8100 Programming
The SV8100 should be programmed for ACD in order for MyCalls Call Centre to work refer to the
ACD Installation manual for further details. MyCalls will require the following item set in accordance
with the existing ACD and MyCalls programming.
Wizards / Advanced Items / ACD (Automatic Call Distribution) / ACD Agent Setup / ACD Login Code.
Set the number of digits an agent should enter to logon to ACD. This agent ID is used by MyCalls to
identify the agent and does not have to match the extension number. The idea is where ever you
logon using your agent ID, your call statistics will always be assigned to you.
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Configuring MyCalls
Configuring Pilot Numbers
Calls that are delivered to ACD groups are referred to as Pilot Numbers in MyCalls. Pilot numbers are
displayed in MyCalls as a two digit number ranging from 01-64. During the Config Import MyCalls will
detect configured ACD groups on the system and list them as pilot numbers. The SV8100 does don’t
store a name for the pilot numbers so these can be given meaningful names in the MyCalls
configuration.
Any pilot numbers that are not auto configured can be added manually. If MyCalls sees a call to a
new pilot number that it does not know about, it will automatically add it into its configuration. Any
pilot numbers that have been automatically added into MyCalls will need setting as ACD queues. In
MyCalls, click Configure / Telephone System / Devices / Pilot Numbers / Create or edit. When editing
the pilot numbers, you can assign ACD using the drop down menu in the Type column.
To manually add a pilot number, you can click ‘Add new pilot number’ in ‘Edit Pilot Numbers’ or click
create a range of pilot numbers in Configure / Telephone System / Devices / Pilot Numbers. When
adding the pilot numbers, make sure to set the type to ACD Queue.
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Creating Users / Agents Using MyCalls
From the Configure / Organisation menu, typically here you would create groups that represent
departments or common groups of agents. These groups can be used to create real time windows or
for reporting purposes. Within the groups, if required, you can create sub groups to build up a tree
type structure to represent departments within a company. Use the ‘Create a New Group’ option to
create a group.
Once you have created a group, you need to create users within the groups. Select which group the
user will belong to and click ‘Create a New User.’
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Enter the user details as required, the only mandatory field is the name field. Any number of uniquely
named users can exist per organisation group. Enter a password if the user will be required to enter a
password to login to MyCalls. The user role should be selected from the drop down menu, the user
role defines the access level of the user within the MyCalls application. For a detailed description on
which features are available to the different user roles refer to the version differences document
accessible via the help menu in MyCalls. If MyCalls Call Recorder is being used, you can give the
user permission to playback recorded calls by selecting ‘Enable Call Playback.’ If you wish to create
real time views displaying statistics for the user the select ‘Enable Real Time Statistics.’
Once users have been created, they need assigning to a PIN number. The pin number is the code
entered by an agent when they are prompted to ‘Input Your ID’ on the SV8100 Keyset. To assign a
user to a pin number, go to Configure / Telephone System / Select the PBX / Devices / User Logins /
PIN Codes. Click ‘Create or Edit a User Login’
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At the Edit User Logins screen, click ‘Add new User Login.’ In the Login ID, enter the digits that the
agent uses to logon with.
Once the login ID is entered, click select to choose a user. In the ‘Type part of a user name here’
start to enter the name of the user and click on the user from the list of users displayed underneath.
Click select and the user will appear in the ‘Selected user’ box. Click OK to save the settings.
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Click OK again to confirm the changes.
You will now return to the Edit User Logins screen, repeat the procedure for each ACD Agent that will
logon.
Once users have been created, they will need to logout and back into ACD in order for MyCalls to
start reporting on the newly created agents.
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Users can be optionally assigned to extensions, this is beneficial for when users use the same
extension all of the time. To assign an extension to a user go to Configure / Telephone System / PBX
/ Devices / Extensions / Create or Edit Extensions. Click the select button next to the Default User
box.
Now select the user in the same method as when assigning the user to the PIN number and click OK
to save changes.
Creating Users Using The Config Import Tool
If there are numerous users to create, the Config Import Tool can be used to speed up the procedure.
When using the Config Import Tool to create users on an existing installation, you should be aware
that the config import tool will overwrite any existing configuration in MyCalls. After the config has
been read from the SV8100, if you didn’t want to alter DDI’s / Trunks etc, then these should be deselected before completing the config import.
On the extensions page there is an option to ‘Create Default Pins.’ By clicking on this button, the
extension numbers are duplicated across to the PIN field. If required, the numbers can be changed
by over typing them. The same idea applies to users. Click the ‘Create Default Users’ button to
populate the users column. The user names that are generated can be edited if required. The user
role can be changed by selecting one of the options in the drop down menu in the user type column.
An Administrator user name and password have to be entered when setting up users in the Config
Import Tool. Click the disk icon in the Config Import Tool to send the configuration into MyCalls. After
import users using you will have to create organisation groups as required and move the newly
imported users in to the appropriate groups.
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To check that the user logons are working, you need to login to MyCalls and create a real time user
view. From the MyCalls menu select View / Real Time Information / Real Time Status / Users /
Create a New User Status View.
Select the organisation group the agent / agents belong to, choose to ‘Show Overview’ and click OK.
Once the user status screen is displayed, click the double arrows pointing downwards next to the
user’s name, this will show more detail about the agent. If the agent is logged off, their status will
show as logged off.
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Once the agent logs on, their status will change to show that they are available. If the Agent was
already logged on when they were created in MyCalls, they will need to logoff / logon before their
status will be displayed correctly.
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Creating Real Time Windows
There are several different Real Time windows that can be created in MyCalls. Real Time Statistics,
Single Value Windows and Combination Value Windows act in the same way they do in a non ACD
configuration. The main differences with working in an ACD environment is the Real Time Status
windows, which can be used to display Agent Status and Pilot Number status in various different
ways. A real time user view will show an agents status regardless of if they are logged into ACD or
not. A pilot number view will show the number of calls in queue and display agents that are logged
into specified ACD queue.
Real Time Status – Pilot Numbers
A real time pilot number status view will show which agents are who is logged into a pilot number and
some calls in queue information. From the View menu select Real Time Status / Pilot Numbers /
Queue Status / Create a New Queue Status View.
Select the Pilot number you wish to create the view for and choose either a detailed, overview or
summary view and click OK. A summary of the different views are as follows:
Show Detailed is a moving status window where users move around based upon which state they are
in and how long they have been in that state. The number of calls in queue, Longest Wait Time
(duration of the call queuing the longest in HH:MM:SS) and the CLI of the longest waiting caller. In
the sample below, there are 3 users available to take calls. Agent 200 is at the top of the list because
they have been in the available state the longest. If agent 200’s extension was to ring with an ACD
call, Agent 200 would move to the ringing column. If 5 extensions were ringing, then there would be 5
extensions in the ringing column, the call that had been ringing the longest would be at the top of the
list.
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Show Overview will show all agents against the selected pilot number, the agents will remain in the
same place and the colour of the agent will change based upon what state they are in. If you click the
double arrows next to the agent’s name, more information is displayed about their status. The
number of calls in queue, the longest wait time and CLI of the longest waiting caller are also
displayed.
The Show Summary will display the number of calls in queue and longest wait time, no real time
agent statuses are shown.
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Real Time Status – Users
A user view will show the status of a user regardless of if they are logged on or not.
From the MyCalls menu, click View / Real Time Information / Real Time Status / Users / Create a New
User Status View.
Choose which organisational group to create the user view for and choose which type of view to wish
to create
The detailed and Overview views are the same as you can create against pilot numbers.
The Summary View for users is fixed grid view and displays the user’s status. As the user changes
status, the colour of line changes and the Status field is updated.
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MyCalls Agent Control
MyCalls Agent Control uses a separate TCP connection to the SV8100 that allows agents and
supervisors to control their ACD status using the MyCalls application. It works by sending AIC logon
commands via the Agent Control TCP Port. An AIC code is created for each ACD group and when an
agent requests to login to ACD groups 1, 2 and 3, MyCalls will send 3 separate commands telling the
SV8100 to login the designated agent to groups 1, 2 and 3.
MyCalls uses ACD group 64 as a holding area for agents, if for example you login to groups 1, 2 and
3, MyCalls will first log you in to ACD group 64, then 1, 2 and 3. For this reason, the SV8100 should
not be programmed to deliver any calls to ACD group 64. There is a limit on the number of times an
agent can logon using AIC commands, after the agent has logged on using 16 different AIC code,
they will need to logout before they will be allowed to logon to any more groups. For these reasons,
an ACD agent can only logon to 15 ACD groups. It is not possible to control the status of an agent
while they are on an internal call.
MyCalls Agent Control requires a valid Agent Control License.
SV8100 Programming
Note: Agent Control requires SV8100 system software 7 of greater.
The TCP Port for Agent Control should be set in Wizards / Advanced Items / ACD / ACD MIS Setup,
set ACD Agent Control TCP Port Number to 4002. This item is set by the MyCalls Config Import Tool.
The remaining ACD programming must be done manually and is not done by the MyCalls config
Import Tool. Each Agent must be set to AIC login, Wizards / Advanced Items / ACD Agent Setup /
ACD Agent Log in Mode.
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64 sequential AIC codes need to be created. A Default ACD group can be specified, this is used to
assign the settings from ACD Group Agent Options to agents, when using AIC login an agent is given
one set of options and it’s defined by the first AIC code they login with. The ACD Group Agent
Options will define the step on timer and wrap-up timer for agents. Using Agent Control the first group
all agents will login to is 64 so if agents that login to different groups require different settings then the
default ACD group for ACD group 64 should be set to 0.
For example looking at the below AIC codes if an agent logged into ACD 1, 2, 3, 4 and 5 they would
have used the default settings from ACD group 1 in ACD Agent Setup / ACD Group Agent Options.
An agent logging in to ACD 5, 6, 7, 8 and 9 would use the settings from ACD 2.
AIC codes 9 – 64 should also be created.
Its good practice to create all groups between 1 and 64 regardless are if they using all ACD groups.
ACD group 64 must be created in order for agent control to function correctly.
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Configuring MyCalls for Agent Control
Before you can configure Agent control, you must install a valid license containing the Agent Control
feature. To check if you have an agent control license, click help about in MyCalls and review the
License Details. Typically on an SV8100, the license would have been gathered from the LMS
(License Management Server) and installed on to the SV8100’s CPU. MyCalls will then read the
license from the SV8100. Refer to the MyCalls Installation manual for further details on MyCalls
licensing on the SV8100.
Set the Agent Control IP Address / TCP Port
From the Configure / Telephone System menu, expand your PBX and go to Agent Control / Configure
Agent control
From the Agent Control Configuration screen, select the PBX Type as NEC SV8100 and click Edit
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In the PBX Connection Configuration screen, enter the IP Address of the PBX and the TCP Port used
for Agent Control. The transaction Timeout should be left at 5 seconds. The start AIC code is the first
AIC code that was created during the SV8100 Programming, by default leave the Start AIC code at 1.
If for some reason, the AIC codes have been created starting from some other code, you can change
the start AIC code. If for example the AIC codes started so that AIC code 100 logged into ACD group
1, then AIC 101 logged into ACD Group 2, you would set the AIC start code to be 100. Click OK twice
to save the changes, MyCalls will attempt to connect to the once you have configured this setting.
Agent Control Groups
Users have to be created in MyCalls and assigned to a PIN number as normal. They then have to be
assigned to an Agent Control Group. An Agent control group is where you can give a number of
agents the ability to logon to different ACD groups. If unavailable code groups have been created,
they can also be assigned to the Agent Control Group. In Configure / Telephone System / Agent
Control select ‘Create or Edit an Agent Control Group.’
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In the Edit Agent Control Groups, click ‘Add New Agent Control Group.’
When creating an Agent Control Group, enter a name for the group and add the users to the group.
To add a user, start to type the users name in the ‘Type part of a name here’ box, select the user from
the box below and click the add button. All members of the group are shown in the ‘Included users’
dialog box.
Note: An agent can only belong to one Agent Control Group.
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Once all the users are added to the group, in the lower section of the window, you can select which
ACD groups the agent can logon to. Add the ACD queues to the included ACD queues and select if
the ACD queues are a primary login or not. If an ACD queue is set as a Primary login, then when an
agent clicks the login button, they are logged into all Primary login queues. The agent can then
optionally login to any of the other included ACD queues.
Wrap-up Timer
Wrap-up is controlled by the SV8100 and is defined in the ACD Group agent options based on the
setting for the first AIC used to log the agent in. Using Agent Control it’s possible to set a wrap-up
timer on a per ACD group basis rather than following the settings on the PBX. To do this the
maximum time that an agent should be in wrap up should be specified in the SV8100.
Once this is configured agents monitored by MyCalls will exit wrap-up in this timer unless a lower time
is specified against the Agent Control Group. The example below shows ACD 1, 2, 3 and 5 have
custom wrap up timers set, as there is nothing entered for ACD 4 this will follow the wrap up timer on
the SV8100.
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Unavailable Codes
Unavailable codes can be put into groups and assigned to Agent Control Groups. Unavailable codes
allow agents to specify a reason for going unavailable. This unavailable code is displayed in real time
status windows in the MyCalls application, unavailable codes can also be reported against.
To create an unavailable code group, you must first create the unavailable codes you require, go to
Configure / Telephone System / PBX / Agent Control / Unavailable Codes. Click on create or Edit
Unavailable Codes.
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On a default installation, there 10 unavailable codes, you can add new codes as required
When adding a new unavailable code, enter the Code number, which is the number assigned to the
code. The name is used to identify the code in MyCalls. The short name is displayed in real time
user status windows when users make them selves unavailable.
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Once all the required codes have been created, they have to be put into groups and assigned to an
Agent Control Group. Go to Configure / Telephone System / PBX / Agent Control / Unavailable Code
Groups / Create an Unavailable Code Groups and click Create an Unavailable Code Group.
Enter a name for the group and click OK.
Now navigate to the group and click Edit Unavailable Code Group Configuration.
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Choose which codes will be assigned to the group by ticking the included box, click OK once you
have selected all the code needed.
Now the unavailable code group has been created, it should be assigned to the appropriate Agent
Control Group. Go to Agent Control / Create of Edit and Agent Control Group, select the Agent
Control Group and click edit. From the drop down menu, select the Unavailable Code Group.
Create agent control groups and unavailable codes as required.
Completion Codes
Completion Codes are available in MyCalls, for details on configuring completion codes, refer to the
MyCalls end user guide.
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Skill Based Routing Management
Skill Based Routing is a feature that is available on the SV8100. It allows an ACD agent to be given a
priority in an ACD group, each agent is assigned a skill set that defines their skill level in each ACD
group they login to. If you have Agent Control and use the SV8100 Skill Based Routing feature, you
can use MyCalls to manage skill sets that agents have. This includes creating skill sets and the ability
to assign them to agents.
MyCalls will also show the skill level that an agent has in the real-time view of a pilot number. When
MyCalls is licensed, it will detect if Skill Based Routing is licensed in the SV8100 and if it is enable the
feature in MyCalls. When the license has been detected, you will see the Skill Based Routing icon in
Configure > Telephone System > PBX > Agent Control.
Before the skill sets can be managed in MyCalls, Skill Based Routing must be configured on the
SV8100, refer to the ACD Installation manual for further details. All agents including those that are
not using Skill Based Routing should still be listed in the SV8100 - PRG Command 41-23 or Easy Edit
/ Advanced Items / ACD / ACD Skill Based Routing / ACD Skill Based Routing Login code. This is
because MyCalls will use this as the SV8100 as the master list of user login / PIN codes when it’s
read from the SV8100.
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Skill Sets
A Skill Set can be defined and assigned to Agents. When you first click ‘Edit Skill Sets,’ MyCalls will
connect to the SV8100 and download any existing configured Skill Based Routing Tables. This is
effectively the data configured in the SV8100 PRG Command 41-23 or Easy Edit / Advanced Items /
ACD / ACD Skill Based Routing / ACD Skill Based Routing Table.
By default, only skill sets that are assigned to agents are displayed, the check box in the lower left
hand section of the window can be toggled to show all 512 entries in the table. Only ACD groups that
are configured for Skill Based Routing in PRG command 41-22 / Easy Edit / Advanced Items / ACD /
ACD Skill Based Routing / ACD Skill Based Routing Setup are displayed. The Skill Set can be given
a meaningful name, this makes it easier for an end user which agent is assigned to a particular skill
set. The skill level can be changed in here and the values are written back to the SV8100. When
setting the skill level, 1 is the highest and 7 is the lowest.
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Assigning a Skill Set to an User
Skill sets can be assigned to users, the first time you click ‘Create or Edit a User Login’ MyCalls will
download the User Login /PIN numbers from the SV8100 and any Skill Sets they are assigned to.
When this happens, it will replace the existing list of user logins and pin number that are configured in
MyCalls. This means effectively means all login ID’s / user login / PIN Codes should be created in the
SV8100 before using this feature.
Next to the Login ID (the Login ID is the User Login / PIN Code), you can click the ‘User’ drop down
menu and assign the Login ID to the User. The Skill Set can also be assigned in the Skill Set drop
down menu.
Once the required changes have been made, click OK and the skill based routing values will be
written back to the SV8100. If changes are made to the SV8100 programming to add other Login ID’s
then the next time you click ‘Create or Edit a User Login’ these values will be read into MyCalls. This
can then be assigned to a MyCalls user.
You can use the ‘Add new User Login’ button to create a new Login ID, this can be assigned to a user
and to a Skill Set. This will also be added into the SV8100 when you click OK.
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Create a Range of User Logins
The option to create a range of user logins will allow multiple Login ID’s to be created in MyCalls and
the SV8100. Once they have been created, they can be assigned to Users and Skill Sets.
Delete a Range of User Logins
Use the feature with caution as deleting a Range of User Logins will remove User Logins / Pin Codes
from MyCalls and from the SV8100.
Viewing Skill Sets in Real Time
To see users that have skill sets assigned to them you can create a real-time view of the pilot number.
The skill set is displayed next to the users name in brackets.
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Using MyCalls Agent Control Features.
As an Agent
When an Agent logs in into MyCalls, they can use the Agent Control Toolbar to carry out various
actions. From the view menu, check the Agent Control Toolbar option. Once visible, the Agent
Control Toolbar can be moved around the application.
The toolbar can also be moved out of the MyCalls application and used as a free floating application.
When the toolbar has been removed from the application, MyCalls can be minimised and the toolbar
will still be visible. To move the toolbar out from the MyCalls application drag the dotted line situated
at the left hand side of the toolbar and the move it.
The functions of each of the Agent Control Bar buttons are described as follows:
Login – Click the login button to login to all of the primary
login groups associated with your Agent Control Group.
Click the Arrow to be presented with a list of ACD groups
available to login to. When an agent clicks the login button,
they will be prompted with extension they should login to. If
the user is assigned to a default extension, they can simply
click ok to login to their default extension or choose an
extension from the drop down menu.
Logout – Click the logout button to logout of all ACD
groups. Click the Arrow to logout of individual ACD groups.
Wrap up – Click to Enter / Exit Wrap up
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Unavailable – Click the arrow to choose an unavailable
reason. If unavailable codes are not setup, click the icon to
go unavailable.
Once logged in, an agent can close the MyCalls application down and they will stay logged into their
ACD groups.
Options – Click the options button to view the list of available options:
Lock – Will stop the toolbar stop a user from being able to move the
toolbar.
Always on Top – If always on top is selected, the toolbar will always
sit visible in the screen. If other applications are running, the toolbar
will sit on top of those applications.
Compact Display – Select to reduce the size of the icons that are
shown in the agent control toolbar.
Tool Buttons – Click to add and remove buttons from the agent
control toolbar and change the order in which they appear. Hot Keys
can be assigned to the buttons, for example, the default hot key for
Login is Ctrl + F5. To change the hotkey, click in the ‘Press new hot
key’ box and press the new key sequence that should be used as the
hot key. If you enable the ‘Global Hot Key‘ option then if the Hot
Keys will work even if the MyCalls application is not running in the
foreground.
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As An ACD Supervisor
An ACD Supervisor has the ability to view real time user status and pilot number status and change
the status of agents. They can also run reports.
In the view / real time information / real time status / users menu, choose to ‘Create a New User
Status View.’ Choose an Organisation group, select overview and click OK. Right click on any Agent
and you will be able change their status. For an Agent that is not logged in, you have the option to
login the Agent to either their Primary Login Queues or any individual queues assigned to the Agent.
Once an Agent is logged in, you can control their Agent status further. You can put the agent in a
wrap up state or an unavailable state. If unavailable codes are being used, you can specify an
unavailable reason from the list.
The logon / logoff options can be used to login / logout of individual groups.
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Call Centre Reporting
With MyCalls Call Centre you can produce reports based around users (agents) or pilot numbers
(ACD groups.) When running reports you should filter be either pilot number of organisation group.
When reporting against Agents, if essential that agent login and logout each day. MyCalls will
calculate how long an agent has been logged in by looking at when an agent first logged in and when
they last logged out. If an agent was still logged in when the report is run then the statistics may not
be correct.
Sample Agent Activity Report.
To create an Agent Activity Report that will show Agent based stats, carry out the following
instructions.
From MyCalls, click Reports / Reports / Report Templates / Usage / Custom Group Summary for each
Member / Create Saved Report Item.
Enter a name for the report, select a Report Group and click OK.
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The report wizard will start, the first step of the wizard is to configure the reporting period. Choose the
period the report will run for and click next.
From the upper section of the Custom Group Summary for each Member Configuration, select the
Device Type as Organisation Group and choose which group the report will be for. If you wish to
report against Unavailable Code, then select which code will be included in the reports. Only 10
unavailable codes can be reported against in a single report.
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In the lower section of the configuration screen, click Available Information / Users. From the Users
menu, select items as required, examples are First Login at, Last Logout at, Total Time Logged In.
To include Unavailable codes in the report, click Unavailable Codes and you will be presented with a
sub menu displaying the Unavailable codes selected in the upper section of the report configuration
screen. Under each unavailable code, you can select Unavailable % Time, Count of Total Time. %
Time will show the percentage of time your have been unavailable in that particular unavailable code.
Count will display the number of time you have been unavailable for that reason. Total Time will
display the total time you have been unavailable in that code.
Other items can be included in the reports from the available menus. Each of the categories are
described as follows:
Call Durations / General – Call durations can be used to display items such as based around the
duration of calls. For example you could display the total amount of time an agent been on an
incoming or outgoing call. Average Calls Durations can also be displayed as well as Ring no Answer
Times.
Costs / General – If call costing, fixed costs or handling costs are being used, these can be included
by selecting items from the Costs menu.
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Call Counts / General - Call counts will display statistic such as the number of incoming calls or
outgoing calls
Call Count Percentages – Will display the number of calls as a percentage, available for different call
types.
Users – Agent based statistics.
Performance – Used to Display Grade of Service values.
Unavailable Codes – Used to display statistics on unavailable codes.
Once you have selected the fields that should be included in the report, click next. Choose is to
consolidate transferred calls or not and click next.
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At the filter page, you can be more specific about the calls that are included in the report. By default
without and filtering all calls from all DDI’s / Pilot numbers are included. To only include calls from a
specific Pilot Number, tick the Pilot Numbers / Groups check box. When you click next you will have
the option to specify which Pilot Numbers you want to report against. Optionally you can filter by any
of the other options.
If you selected to filter by a pilot number, then either select the a pilot number group from the list of
Pilot Number Groups to Include, or select individual pilot number from the lower configuration section
of the screen and click next.
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The final step in creating the report is to choose what call types are included in the report. Select the
call type as required and click finish.
To run the report, go to Report Item / Report Group / choose the report and click run.
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MyCalls Enterprise
MyCalls Enterprise can be used to provide a centralised call management solution for an
organisation. This manual is intended to give an installer who has knowledge of MyCalls the ability to
install MyCalls enterprise. MyCalls Enterprise works with the SV9100, SV8100 and SL1100 PBX. In
an Enterprise installation a mixture of these different PBX’s can be used. Different installation
scenarios can be used for larger installation or for specific enterprise functionality. The installation
scenarios are described further in this manual.
If you are installing a large or complicated Enterprise installation, please contact you NEC
representative for guideance.
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MyCalls PC Specification
MyCalls Enterprise can typically be dealing with larger call volumes and therefore needs a high
specification PC to run on. The supported operating systems is the same as for any MyCalls install
but the minimum hardware specification is as follows:
Minimum Hardware Specification
Intel i5 Processor
4GB RAM
Min 50GB of available Hard Disk Space
Data Storage
As MyCalls Enterprise can be dealing with large amounts of data, to cope with that, there are two
methods in which data can be stored in MyCalls. You can either use SQL Express 2008 R2 or SQL
Server 2008 R2. SQL Express 2008 R2 is used by default with MyCalls and will allow up to 10GB of
data to be stored in it. 10GB of data is approximately 50,000,000 call records. Once the storage limit
has been reached it will be necessary to purge historic data from MyCalls.
SQL Server 2008 R2 does not have any storage limits and can be used where you are required to
store more than 50,000,000 call records. It can also be used if a customer has a SQL Server and
asks for the MyCalls database to be installed on to it.
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MyCalls Enterprise Licensing
The license for an Enterprise installation will be firstly installed on an SV8100 that has been
nominated as the SV8100 that will hold the license for the entire Enterprise. Any licenses relating to
the MyCalls Enterprise software will have to be installed on the SV8100 that is holding the license.
That will include any additional application users or call recording licenses. The PC that will act as the
MyCalls enterprise server will read the license from the SV8100 holding the license for the enterprise.
Once the license has been registered and installed on the enterprise server all of the other MyCalls
clients and server will take their license from the enterprise server. Any other PBX’s that exists in the
enterprise will also require a license to allow SMDR and P Command output. Where Netlink is used,
it is not considered as an Enterprise installation and does not require a MyCalls Enterprise license.
The scenarios that are given below cover different possible enterprise configurations.
10 x SV8100’s running MyCalls Call Manager connected using MyCalls Enterprise
Qty
Part Number
Comment
10
EU000003 – MyCalls Call Manager
10 Call Managers required to allow reporting against
the 10 SV8100’s
9
EU000001 – MyCalls Basic
The 9 MyCalls basic licenses will allow SMDR and P
Command output from each of the remote SV8100’s.
1
EU000010 – MyCalls Enterprise
Allows the Call Manager licenses to be ‘Enterprised’
together
In the above scenario, the 10 Call Managers and 1 Enterprise license will be installed on the SV8100
that will hold the license for the entire enterprise license. Once these licenses have been installed on
the SV8100, the MyCalls Enterprise Server PC will read the license from the SV8100, then register
and install the license. The remaining 9 MyCalls Basic licenses should be installed on each of the
other SV8100’s that will be monitored. This will allow SMDR and P Command out of the other PBX’s,
these licenses should not read from the SV8100 and registered. If any call recorders are used, again
the licenses should be installed on the SV8100 holding the license for the enterprise.
7 x SV8100’s running MyCalls Call Manager
3 x SV8100 using MyCalls Call Centre all SV8100’s are connected using MyCalls Enterprise
Qty
Part Number
Comment
7
EU000003 – MyCalls Call Manager
1
EU000012 – EU000017 – Various
Call Centre Packages.
7 Call Managers required to allow reporting against
the 7 SV8100’s
1 Call Centre package is required for this
configuration. This should have enough agents for
the entire enterprise. With MyCalls enterprise,
multiple call centre packages should not be installed
else MyCalls will stop working.
1
EU000010 – MyCalls Enterprise
Allows the MyCalls packages to be ‘Enterprised’
together
9
EU000001 – MyCalls Basic
The 9 MyCalls basic licenses will allow SMDR and P
Command output from each of the remote SV8100’s.
In this scenario, the call manager licenses and Call Centre licenses are all installed on the Main
SV8100 that will hold the license for the enterprise. Note, only one call centre packages should be
purchased that will have the correct number of agents that exist in the enterprise. Each of the remote
PBX’s should have the MyCalls basic license installed on them and they should not be registered.
Details of how to install the licenses are available in the SV8100 MyCalls Installation Manual.
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Mixture of SV8100 / SV9100 / SL Licensing
If a mixture of SV8100’s and SV8100’s and SL’s are being used in the same Enterprise network then
one SV8100 will have to hold the Enterprise licenses.
5 x SV8100’s, 5 x SV9100’s and 5 SL1100’s running
MyCalls Call Manager connected using MyCalls Enterprise
Qty
Part Number
Comment
10
EU000003 – MyCalls Call Manager
10 Call Managers required to allow reporting against
the 5 SV8100’s and 5 SV8100’s
4
EU000001 – MyCalls Basic
The 4 MyCalls basic licenses will allow SMDR and P
Command output from each of the remote SV8100’s.
5
EU400001 – MyCalls Basic
The 5 MyCalls basic licenses will allow SMDR and P
Command output from each of the remote SV9100’s.
1
EU000010 – MyCalls Enterprise
Allows the Call Manager licenses to be ‘Enterprised’
together
5
EU000230 – MyCalls PBX License
for SL1100
Allows extra SL1100’s to be added to the Enterprise.
This should be installed on the same PC as the
EU000003 Call Manager and EU000010 MyCalls
Enterprise license.
When You use a mixture of different PBX’s and SV8100 MyCalls is installed, the Config Import may
not work successfully for other PBX’s. It is therefore recommended that the connections to the PBX
are configured manually using the Collector Configuration Application. The scheduled config import
should be disabled for this PBX also.
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Installation Scenarios
There are many different configurations that can be used in an enterprise environment. These
different configurations are shown in the following section of this manual. The same level of MyCalls
software should be used where different types of NEC PBX’s are used. Check with your technical
support if you are unsure about the current released versions of MyCalls.
An SV8100 has two types of information that MyCalls needs in order to function, Port Commands
(Referred to as P Commands or P Events) and SMDR. A P Command is output each time a call is
presented to the PBX or each time an extensions status changes. A standard call will generate
around 10 P commands. It is therefore not recommended to directly connect more than 10 SV8100’s
or to a single PC. If there is a requirement to connect more than 10 SV8100’s into a MyCalls
Enterprise network then clustering should be used. Clustering can send a unified version of the P
commands and SMDR output to a MyCalls Server.
Call recording can be used with any of the following scenarios and will always need a local PC to
record calls on to. Calls can be played back from a central location or client over a network. Call
recording licenses should be installed on the SV8100 holding the license for the Enterprise.
A combination of SL series PBX’s and SV8100’s can be used in the same enterprise installation but
the MyCalls software level must be the same.
Scenario 1 – A Central MyCalls PC Colleting from Multiple PBX’s
There is a Central PC running MyCalls at a head office and all the P commands and SMDR are sent
directly over the network to the MyCalls server PC. This is only suitable for connecting up to 10
SV8100’s to a single PC. If a link between the remote sites goes down then there is a possibility that
data will be lost until the link is restored.
MyCalls clients can be installed on the network to give users access to real time screens and reports.
Any user in MyCalls will be able to report against any PBX.
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Scenario 2 – Clustered Installation with a Cluster server and Node
Cluster Clients
In this scenario, a PC is elected as a Cluster Server. This is the PC that holds the configuration and
call records database for all the sites. The Cluster server also holds the license for the entire
enterprise. Node cluster clients are PC’s that are responsible for gathering data from a PBX and then
feeding that information back to a cluster server. Working in a clustered environment will allow a
Cluster Server to report against all PBX’s in the enterprise and will allow Node cluster clients to report
only against the PBX connected to it. Each node cluster client will have the ability to run reports and
view real time information for its local PBX only. The cluster server will not be able to view real time
information for each PBX in the enterprise.
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Scenario 3 – Clustered Install with Group Cluster Clients
In this scenario there is a cluster server which stores the configuration and call records for the entire
enterprise. There are also PC’s that act as Group Cluster Client’s. A Group Cluster Client can collect
from up to 10 SV8100’sw and feed back call information to a cluster server. The group cluster client
can display real time statistics for all PBX’s it is connected to. MyCalls clients can be installed within
the group cluster for reporting. There is no real limit on the number of group cluster servers that can
exist within an Enterprise.
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Scenario 4. A Cluster Server with Node Cluster Clients and Group
Cluster Clients.
This scenario is a combination of both clustering methods used in scenario 2 & 3. There is a Cluster
server which is responsible for holding the central MyCalls database. There are then a combination
of node cluster client and group cluster clients.
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Installation Procedures
The following section describes the installation procedures for the different enterprise solutions. Each
of the following scenarios can be installed using SQL Express 2008 R2 or SQL 2008 R2. Further
information on installing MyCalls with SQL 2008 R2 is documented in the Installing MyCalls with SQL
2008 R2 section of this manual. These instructions work on the assumption that only SV8100’s are
used in the installation. Instructions for adding in different PBX’s into the installation are available in
the ‘Collector Configuration Application’ section of this manual.
Scenario 1 – Single MyCalls PC, Multiple PBX’s with SQL Express 2008
R2.
The steps to installing this scenario are summarised as follows:








Make sure that all of the SV8100’s in the Enterprise are programmed for MyCalls.
Refer to the MyCalls Installation guide for further details.
Carry out a complete installation on the MyCalls Server PC.
Install the MyCalls Enterprise license on the SV8100 that will hold the license.
On the MyCalls Server PC, read the license from the SV8100 holding the Enterprise
license and register it.
Install the license that will enable SMDR and P Commands on all of the other
SV8100’s that are part of the enterprise.
Do the config import for the 1st site.
Add the additional PBX’s into MyCalls.
Do the config import for each PBX.
When the license is read from the SV8100, the number of PBX’s will reflect the number of SV8100’s
that will be monitored. The license will then need to be installed and registered.
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Once the license has been installed and the Config import has been completed for the first PBX, login
to MyCalls as an Enterprise Administrator. From the Configure menu, select Telephone System.
Click Create a New PBX.
Enter a name of the PBX in the PBX code box, set the Country, the Area code and the International
Access code as required. Enter a node number, each PBX must have a unique node number with the
Enterprise. Once you have entered all the details, click OK.
Repeat this procedure for each PBX that will be added into MyCalls.
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Once each PBX has been added, start the config import tool. In the config import, select the general
page and from the ‘Assign Configuration to PBX Code’ drop down menu, select the PBX you are
going to do the import for. After selecting the correct PBX, complete the import procedure, adding the
extensions, DDI’s and trunks as required.
Repeat this procedure for each SV8100 that will exist within the Enterprise.
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Scenario 2 – Clustered Installation with a Cluster Server and Node
Cluster Clients
The steps to installing this scenario are summarised as follows:







Make sure that all the PBX’s are programmed for MyCalls. Refer to the MyCalls
Installation guide for further details.
Install MyCalls and Elect the Cluster Server.
Install the MyCalls Enterprise license on the SV8100 that will hold the license.
On the MyCalls Cluster Server, read the license from the SV8100 holding the
Enterprise license and register it.
Install the license that will enable SMDR and P Commands on all of the other
SV8100’s that are part of the enterprise.
Configure and add node cluster clients as required
Do the config import for each node cluster client
Installing MyCalls
Once the PBX has been programmed for SMDR output, you should start the MyCalls installation as
normal and carry out a complete installation of MyCalls. Once the installation has completed, carry
out the configuration import for the first PBX as normal. Use the license manager to read the license
from the SV8100 and check the number of PBX’s are correct. The license will then need to be
installed and registered.
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Load MyCalls, from the Configure menu, select Telephone System. Click Create a New PBX.
Enter a name of the PBX in the PBX code box, set the Country, the Area code and the International
Access code as required. Enter a node number, each PBX must have a unique node number with the
Enterprise. Once you have entered all the details, click OK.
Repeat this procedure for each PBX that will be added into MyCalls.
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Elect the Cluster Server
Start the toolkit.exe application from the c:\program files\NEC Infrontia\MyCalls folder
The toolkit application will load.
From the toolkit, click the clustering menu.
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Now select the ‘This computer is being used as a cluster server’ option. Once you have selected to
be a cluster server, select all the PBX’s in the configuration and reporter boxes. In the Statistics box,
ONLY select the PBX’s that are directly connected to the cluster server. DO NOT select statistics for
any of the node cluster clients PBX’s.
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Click the ‘Test Connections’ button and the cluster configuration will verify it can connect to its own
services. It is usual for the SMDR connection to fail, click OK to close the test connections window.
At the Clustering Configuration screen click ok to apply the changes. MyCalls will need to restart its
services, click OK to continue.
Each of the MyCalls services will all stop and then start. Click OK at each prompt.
Once the services have all started up, you have elected the cluster server.
Install and Configure Node Cluster Clients
Repeat the installation procedure of MyCalls, carrying out a complete installation. Once the
installation has completed, cancel the license check and DO NOT do a config import, instead start the
toolkit application from the c:\program files\NEC Infrontia\MyCalls folder.
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In the toolkit click Clustering. In the upper section of the Clustering Configuration select ‘This
computer is being used as a node cluster client.’ At the lower section on the configuration screen,
enter the name of the PC acting as the cluster server in the ‘Cluster Server’ box. In the Cluster SQL
Server box, enter the name of the PC that is hosting the MyCalls database followed by \kss. Once
these three options have been configured, you can click ‘Test Connections’ to verify the configuration.
All items should pass the test apart from the two SMDR tests.
Once you have selected to be a node cluster client, entered the cluster server name and the cluster
SQL server, click the ‘Reload PBX Lists.’ Select the PBX that will be associated with this node cluster
client and click OK.
At the Clustering Configuration screen click ok to apply the changes. MyCalls will need to restart its
services, click OK to continue.
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Each of the MyCalls services will all stop and then start. Click OK at each prompt.
The PC is now configured as a node cluster client. Do the config import for the PBX you selected in
the node cluster configuration. Be sure to select the correct PBX in the General page before
importing the config.
Once the config has been imported, you can login to MyCalls and the node cluster client installation is
completed. This procedure can be repeated for each node cluster client that will exist in the
enterprise.
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Scenario 3 – Clustered Install with Group Cluster Clients
The steps for this installation scenario are summarised as follows







Make sure that all the PBX’s are programmed for MyCalls. Refer to the MyCalls
Installation guide for further details.
Install MyCalls and Elect the Cluster Server.
Install the MyCalls Enterprise license on the SV8100 that will hold the license.
On the MyCalls Cluster Server, read the license from the SV8100 holding the
Enterprise license and register it.
Install the license that will enable SMDR and P Commands on all of the other
SV8100’s that are part of the enterprise.
Carry out a complete installation on the Group Cluster Client PC and configure it as a
Group Cluster Client PC.
Do the config import for each of the PBX’s in the group cluster client.
Install MyCalls and Elect the Cluster Server
Follow the instructions from scenario 2 for installing MyCalls and electing the cluster server. Once
you have elected the Cluster Server, you can do the config import for the PBX connected to the
Cluster Server. Before installing and configuring the Group Cluster Clients, make sure you install the
Enterprise license.
Install and Configure Group Cluster Clients
Again this procedure is similar to that from scenario 2. On the Group Cluster Client PC, firstly carry
out a complete installation of MyCalls. Once the installation has completed, start the toolkit
application from the C:\Program Files\NEC Infrontia\MyCalls folder.
The toolkit application will load.
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From the toolkit, click the clustering menu. From the Clustering configuration screen select ‘This
Computer is being used as a group cluster client.’ At the lower section of the configuration screen,
enter the name of the Cluster Server PC in the Cluster Server box. In the Cluster SQL Server box,
enter the Cluster Server PC followed by \KSS. Once you have entered the Cluster Server and the
Cluster SQL Server you can click Test Connections to verify the connection to the Cluster Server. It
is usual for the SDMR connection to fail.
In the PBX Monitor Lists, select configuration for each PBX in the group cluster client. In the Statistics
box select statistics for each PBX you will want to create real-time windows for. In Reporter, select
each PBX in the Group Cluster that you will want to run reports for.
At the Clustering Configuration screen click ok to apply the changes. MyCalls will need to restart its
services, click OK to continue.
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Each of the MyCalls services will all stop and then start. Click OK at each prompt.
The group cluster client in now configured. Ensuring that each PBX is configured, carry out the
configuration import for each PBX. Before you start the configuration import, make sure the correct
PBX is selected in the general page.
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Scenario 4 - A Cluster Server with Node Cluster Clients and Group
Cluster Clients.
This scenario is a combination of Scenario 2 and 3, the installation steps are summarised as follows.









Install and Elect the Cluster Server
Install the MyCalls Enterprise license on the SV8100 that will hold the license.
On the MyCalls Cluster Server, read the license from the SV8100 holding the
Enterprise license and register it.
Install the license that will enable SMDR and P Commands on all of the other
SV8100’s that are part of the enterprise.
Do the config import for the PBX connected to the Cluster Server
Install and configure node cluster clients
Do the config import for node cluster clients
Install and configure group cluster clients
Do the config import for the group cluster clients
To install MyCalls Enterprise in this way follow instructions from scenario 2, this will have MyCalls
installed and node cluster clients working. Then follow the instructions ‘Install and Configure Group
Cluster Clients’ from the installation instruction from scenario 3.
Scenario 5 – Netlink installation
A Netlink installation will look like one PBX to MyCalls. The license is slightly different to a normal
enterprise licensing rules. A MyCalls Call Manager or MyCalls Call Centre license should be installed
and then a Netlink node license for each secondary Netlink PBX. If the secondary Netlink system
exists on the same IP subnet as the primary system that a Netlink Node license is not required. As
the P Commands and SMDR are output from the Primary Netlink system, that is the only system that
needs to have a license installed on it. Where MyCalls Call Centre is used the agents can be
distributed amongst the Enterprise, regardless of if they are connecting to a Primary of Secondary
system.
Step by step instructions are as follows:




Install the MyCalls Server
Install the MyCalls license on the Primary Netlink SV8100
On the MyCalls Server, read the license from the SV8100 holding the license and
register it.
Do the config import for the Primary Netlink system
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Scenario 6 – MyCalls Call Centre and Enterprise (Non-Netlink)
When MyCalls Call Centre is used in a Non Netlink configuration then the procedure for installing
MyCalls is no different and can be used in any of the installations scenarios 1-4. The main difference
to the whole setup is how the Call Centre licensing works. For each call centre on each PBX that
exists, there should be a MyCalls Call Centre license for the appropriate number of agents.




Install MyCalls and configure MyCalls Enterprise as required
Install the MyCalls Enterprise and MyCalls Call Centre licenses on the SV8100 that
will hold the license.
On the MyCalls Server, read the license from the SV8100 holding the license and
register it.
Install the license that will enable SMDR and P Commands on all of the other
SV8100’s that are part of the enterprise.
Scenario 7 – MyCalls Call Recorder and Enterprise
Call recorders can be used in any of the scenarios 1-6 and the same licensing rules apply. When
ever a call recorder is used within an enterprise, then the call recorder license will need to need to be
installed onto the SV8100 that is holding the Enterprise license. As the physical call recorder need to
be connected in line with the trunks then a PC will need locally to record the calls. These can be
played back from the MyCalls application.
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Collector Configuration Application
The Collector Configuration Application can be used to edit connections to PBX’s, for example if the
IP address of a PBX has changed, you can update the MyCalls configuration to reflect this change.
Usually this would be done using the Configuration Import tool however the Collector Configuration
Application can be used also.
The following procedures can be used to manually add a PBX into a MyCalls installation. You should
only really need to do this when it is not possible to use the config import tool. Before adding a PBX,
make sure the relevant outputs are programmed correctly on the PBX.
Adding an SV8100
When adding an SV8100, you will need to create two connections, one for P Events and one for
SMDR. From the Start/Programs/NEC Infrontia/MyCalls/ menu launch the Collector Configuration
application. At the login prompt, enter the User name ‘installer’ and password ‘Installer’ note: the
password has a capital ‘I.’
Expand Collectors / Local Collector / Network Connections and click ‘Create a New Network
Connection.’
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The first connection will be used for SMDR, so enter a meaningful name describing the PBX and the
connection type. From the Associated PBX drop down menu, select the PBX you are configuring.
Enter the IP Address for the PBX and the port number for the connection. Once you have configured
each of the options, click OK.
Locate the connection that you have just created and click on ‘Edit Telephone System Template.’
From the drop down menu select ‘NEC Infrontia European Aspire/SV8100/SL1100/SL1000, Line/DID
presented, Use Computer Date 6 Digit DDI’ from the drop down menu.
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You will be ask if you wish to overwrite the current template, click yes and then OK.
The connection for the SMDR has now been created. There is a similar procedure for creating a
connection to the P Events. Start by creating a connection for the P Events and giving it a meaningful
name relating to the PBX and the connection type. Proceed to select the associated PBX, enter the
IP address of the PBX and the port number configured for the P Events. Click OK once you have
entered the required information.
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Locate the connection that you have just created and click on ‘Edit Telephone System Template.’
From the drop down menu select ‘NEC Infrontia Aspire/SV8100 Events’ from the drop down menu.
You will be ask if you wish to overwrite the current template, click yes and then OK.
Click ‘Close’ to shutdown the Collector Configuration Application and start MyCalls. From the view
menu select Audit Log Window.
Review the audit log and make sure the connections that were created have started successfully. If
they do not start check the PBX programming and review the IP address and port numbers entered in
the collector configuration application.
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Once the connections are successfully created, you should see calls from the newly added PBX in the
call records view.
Adding an SL1100 / SL1000
Adding an SL1100 using the collector configuration application is very similar to adding an SV8100.
The only difference being the SL1100 does not have a connection for P Events. Load the collector
configuration application. Under Collectors / Local Collector / Network Connection click on ‘Create a
New Network Connection.’ Give the connection a meaningful name, select the associated PBX, enter
the IP Address of the PBX and enter the port number for the SMDR. Once all the information has
been entered click OK.
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Select the connection that you have just created and click ‘Edit Telephone System Template.’ From
the drop down menu under Predefined Templates, select ‘NEC Infrontia European
Aspire/SV8100/SL1100/SL1000, Line/DID presented, Use Computer Date 6 Digit DDI’
When prompted, choose to overwrite the current template then click OK to save the changes. Close
the Collector configuration application when you have finished.
Look in the MyCalls Audit log and you will see if the connection to the new PBX was successful or
not.
Any new calls will appear in the call records view.
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Using MyCalls Enterprise
Real Time Windows
When creating real time windows, you can select which PBX’s they will be for. If you are in a
clustered mode, you will only be able to create real time windows for PBX’s you have checked
statistics for in the toolkit.
Reporting - Non Clustering Mode
When a report is run, by default information will appear for all devices regardless of which PBX they
were made from. If there was an extension 200 at each site and you run a report against extension
200, it would show stats for every extension 200. To report specifically against one PBX, you have to
filter the report against a PBX. When editing the report configuration, check the PBX’s box.
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Once you have selected to filter by a PBX you can choose which PBX’s to include in the report.
Reporting - Clustering Mode
A cluster server should be able to report against all PBX’s that have been selected for reporting in the
toolkit clustering configuration. Node cluster clients will only report against their directly connected
PBX’s.
Users
When users are created, they are not tied to a PBX. Each PBX or user of MyCalls should have their
own user name and password to login to MyCalls with. There are two reasons for this, each user in
MyCalls has their own set of layouts. If a user logs onto MyCalls at a head office PBX and then a
PBX that cannot see the head office, the layout will fail to load. The other reason for creating users is
for security to stop unauthorised users logging on.
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Using MyCalls with SQL 2008 R2
By default, MyCalls comes with SQL Express 2008 R2. SQL Express 2008 R2 will store up to
approximately 50,000,000 call records. Once with limit has been reached it will be necessary to
purge historic data from MyCalls. With SQL 2008 R2, there are no limits on the amount of data that
can be stored. SQL 2008 R2 is therefore ideal for organisations that have the requirement to store
over 50,000,000 calls within MyCalls. Any of the MyCalls products can be installed to use SQL 2008
R2 including MyCalls Call Manager, Call Centre and Enterprise.
It is also possible to install the MyCalls databases into an existing SQL Server environment. For
example, if a customer asks you to install MyCalls onto a PC that already has SQL 2008 R2 on, you
can install MyCalls, asking it to create its own database within the SQL2008 R2 server. You will
require a username and password from the administrator of the SQL Server, the account should have
administrator privileges.
MyCalls and the MyCalls database can actually reside on different PC’s or on the same PC. Both
installation scenarios are described in this section of the manual.
Installing the MyCalls and the MyCalls Database on a SQL 2008 R2
Server
This documentation explains the installation procedure for setting up MyCalls onto a PC that will use
SQL 2008 R2 for its data storage.
Start the MyCalls installation wizard, from the installation type screen, choose a custom installation
type.
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From the list of components, make sure everything is selected and click next.
At the collector screen, leave the name as Local Collector and click next.
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At the database server screen, select the option to ‘Select the SQL Server to connect to or click
Browse to see a list of all SQL Servers.’ Click the Browse button and select the database server from
the list provided. If the database if going to be installed on to a default instance on the SQL server
then you should select (local) from the list of database servers. If the database if going to be installed
on to a ‘named instance’ then you should select (local)\instancename, where instancename is the
name of the database instance.
Then choose the option to connect using Server authentication using the Login ID and password
below. Enter an appropriate login ID and password which will allow you to connect to the SQL
Server.
Click next to continue and complete the installation as normal. Once the installation has finished, you
should install the MyCalls Enterprise license. This installation can now be treated as a normal
MyCalls setup. The only difference will come when configuring Node Cluster Clients and Group
Cluster Clients, you must specify the correct Cluster SQL Server in the toolkit. If a default instance of
the MyCalls database was installed then you should just enter the PC name of the Cluster SQL
Server PC. If the MyCalls Database was installed into a default instance, you should enter Cluster
SQL Server PC name. If the MyCalls database was installed into a named instance, you should enter
the PC name)\instancename, where instancename is the name of the database instance.
The Cluster Server will always be the PC elected as the cluster server.
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Installing MyCalls and The MyCalls Database on Separate PC’s
It may be a requirement to install MyCalls and the MyCalls database on separate PC’s. If there is a
PC that is used as a corporate SQL Server running several instances of SQL database, then it might
be worth keeping the MyCalls application on a separate server. To carry out an installation of this
type, the first part of this process would be to install the MyCalls Database on the SQL server.
Installing the MyCalls Database
Start the MyCalls installation wizard as normal and choose a custom installation type. When asked
which components to install select to only install the database component and click next
At the database server screen, select the option to ‘Select the SQL Server to connect to or click
Browse to see a list of all SQL Servers.’ Click the Browse button and select the database server from
the list provided. If the database if going to be installed on to a default instance on the SQL server
then you should select (local) from the list of database servers. If the database if going to be installed
on to a named instance then you should select (local)\instancename, where instancename is the
name of the database instance.
Then choose the option to connect using Server authentication using the Login ID and password
below. Enter an appropriate login ID and password which will allow you to connect to the SQL
Server.
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Click next until you are prompted to enter a server name. The server name will be the PC name of
the computer that will have MyCalls installed on. Enter the name and click next.
The MyCalls database will be installed and ready for use. On the PC that will be the MyCalls server,
start the MyCalls installation and choose a custom installation type. Choose to install all components
except for the Database.
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At the Call Collector Name prompt DO NOT change the name from local collector and click next.
At the database configuration screen, choose to Select the SQL Server and click browse. When you
click browse, select the PC name that the MyCalls Database is installed on. If the MyCalls database
was installed into a named instance, then select the PC name followed by \instancename. Once the
database server is selected, then select Server authentication and enter an appropriate login ID and
password. Click next and complete the installation wizard
Once the installation has completed you can do the config import and you will up and running.
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Testing The Connection to the MyCalls Database
To test the connection to the MyCalls Database, start the toolkit application from c:\program
files\necinfrontia\MyCalls folder.
When the toolkit loads, click on Configuration and test from the client menu.
The client and configuration and test screen will load. Click the Test Connections button and MyCalls
will verify if it can connect its services. If the Database server name has been incorrectly entered, you
can change it in here.
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Client Installations with Custom Installations
If a custom installation has been carried out then there is an extra configuration step after installing a
client. When the client is installed the MyCalls server name is entered, if the database is on a
different PC then this has to be entered in the toolkit after the client has installed. To do this start the
toolkit.exe application from the MyCalls installation folder, usually:
C:\Program Files (x86)\NEC Infrontia\MyCalls\tookit.exe
When the toolkit loads, click on Configuration and test from the client menu.
The client and configuration and test screen will load, enter the name of the database server in the
appropiate text box, specifying an instance if required.
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Backup and Restore
MyCalls stores all of its configuration and calls in the MyCalls databases, these are two separate
databases. With a backup of these databases, MyCalls can be restored on to another PC. You can
only restore a database from the same version of MyCalls, so if you have a version 3.0 MyCalls, you
cant restore that into a MyCalls 4.0 installation. You can perform a backup of the database by
opening the MyCalls application and from the System Menu choosing Database backup. In the menu
is an option to backup the configuration and call records databases seperately.
The databases can also be backed up using the toolkit application that is usually:
C:\Program Files (x86)\NEC Infrontia\MyCalls\tookit.exe
From the database menu, you can select the database to backup.
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Once you have a backup then it can be restored to another PC running MyCalls. Only 1 MyCalls
server can be connected to an SV8100, this is because there is only 1 connection to the SMDR
output allowed at once. With this in mind, before restoring a database on to a different PC, either
disconnect the existing MyCalls server from the network, stop the MyCalls services or uninstall
MyCalls from the PC that the backup was taken from. The restore process will overwrite the existing
databases that are on a PC so if there is data in the database it will be overwritten.
To restore the databases, install MyCalls and when it has installed, click cancel at the post installation
setup / license check window. Open the toolkit and from the databases menu, select Restore and
then choose either the Configuration or Call Records database based on the one you wish to restore.
Browse to the file that will be restored and click OK. Before the process actually begins, the toolkit
will stop each of the MyCalls in turn. After both databases have been restores you need to start the
services again, this can be done in Services > Start > All.
Once the restore has finished then the license will need to be re-read from the SV8100 and reregistered.
If the name of the MyCalls server has changed then there are two extra steps to carry out. The first
one is to run a script against the configuration database to make the report items available. The script
file is located on the MyCalls server in the c:\program files (x86)\necinfrontia\mycalls\scripts folder and
is called ‘changecpeserver.sql’. Edit the script file in a text editor such as notepad or wordpad.
Replace the text ‘PCName’ in the file with the name of the MyCalls server. If the MyCalls server was
called TANGO then the files would look like this:
update reportdistriblists set cpeserver = 'TANGO'
update reportitems set cpeserver = 'TANGO'
update reportschedules set cpeserver = 'TANGO'
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Once the file is correct and saved, open the toolkit and from the Database menu choose Run SQL
Script > Configuration.
Browse to the file and and run the ‘changecpeserver.sql’ file. To test and see if they script has been
run successfully open the MyCalls application and look in Reports. All of the previously available
report items should be listed.
The second thing to do if the MyCalls server name has changed is to point any client installations to
the new MyCalls server. To do this, open the toolkit on any client PC’s that run MyCalls and from the
Client Menu select Configuration and Test.
Enter the name of the MyCalls server where it says CPE Server and before the \KSS text in the
Database Server text box.
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Document History
Version 1.0 Initial release for MyCalls 4.5.0.8 on SV8100.
Version 1.0 Initial release for MyCalls 4.6.0.4 on SV8100.
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LIABILITY DISCLAIMER
NEC Enterprise Solutions reserves the right to change the specifications, functions, or features, at
any time, without notice.
NEC Enterprise Solutions has prepared this document for use by its employees and customers. The
information contained herein is the property of NEC Enterprise Solutions and shall not be reproduced
without prior written approval from NEC Enterprise Solutions. All brand names and product names on
this document are trademarks or registered trademarks of their respective companies.
Copyright 2015
NEC Enterprise Solutions
NEC Unified Solutions
P.O. Box 32
1200 JD Hilversum
The Netherlands
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