Administration And Maintenance

Transcript

Contact Center Offsite Agent Administration and Maintenance Release: 2.0 NN44400-617 Document status: Standard Document issue: 01.01 Document date: 15 March 2009 Product release: 2.0 Job function: Administration Type: Technical Document Language type: English Copyright © 2010 Nortel Networks. All Rights Reserved. While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners. Contents Introduction 5 Prerequisites 5 CCOA administration concepts 5 Offsite agent Contact Center Agent Desktop usage 5 Backup and restore 5 CCOA licensing 6 CCOA maintenance concepts 6 Agent configuration for CCOA 6 Permanent Connection mode 6 On Demand mode 7 Reporting on CCOA 7 Event and security logs 8 Patches and upgrades 8 CCOA administration and maintenance workflow CCOA server administration 9 11 Configuring the CCAD desktop application for CCOA 12 Changing the CCOA license 13 CCOA agent configuration 15 Adding Personal DNs for the offsite agents 18 Searching for agents on the Agent Management window 19 Adding contact center agents to CCOA 20 Adding an additional offsite telephone number to an offsite agent 22 Configuring an agent for On-Demand mode 24 Configuring an agent for Permanent Connection mode 25 Removing an offsite telephone number from a contact center agent 26 Deactivating CCOA agents 27 Removing contact center agents from CCOA 28 CCOA backup and restore Creating a backup destination 32 Creating a manual backup definition 34 Creating a scheduled backup definition 36 Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 29 4 Contents Running a manual CCOA backup 38 Restoring a CCOA backup 40 Deleting a CCOA backup 41 Modifying a backup definition 42 Deleting a backup definition 43 CCOA performance and fault management Excluding log file directories from virus scans 46 Viewing CCOA event logs 47 Customizing your view of CCOA event logs 49 Viewing CCOA security logs 52 Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 45 Introduction 5 Introduction The Contact Center Offsite Agent Administration and Maintenance Guide provides you with all information required to perform normal maintenance tasks for your Contact Center Offsite Agent (CCOA) solution after the initial installation and configuration. Navigation • CCOA administration concepts (page 5) • CCOA maintenance concepts (page 6) Prerequisites • Read the CCOA Installation and Commissioning Guide (NN44400-330). • Install and commission the CCOA solution. CCOA administration concepts Offsite agent Contact Center Agent Desktop usage Offsite agents use Contact Center Agent Desktop (CCAD) on their offsite desktop PC or laptop to connect to the contact center through CCOA. CCAD allows them to log onto CCOA, specify their offsite telephone number, and exercise call control over their telephone to use normal contact center agent functions. Using the CCAD application greatly simplifies deployment of CCOA, as it does not require an install on the remote desktop PC: agents simply enter a URL in their browser, and this invokes CCAD using smart client technology. The contact center administrator must set up CCAD on the contact center. When an agent first accesses CCAD in a CCOA-enabled contact center, the application prompts them to identify whether they are an offsite or an onsite agent. Once the agent has identified themselves as an offsite agent, on all future logins the application will present the CC Offsite Agent dialog. Backup and restore The CCOA server supports a backup and restore of its database. Administrators should carry out regular backups of the system, and perform specific backups both before and after making major changes to the system. The backup function allows you to chose a mix of system, application, and network settings for backup. If you choose all of these and restore on a clean installed system, you will have a completely functional CCOA server. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 6 Introduction In the event of a system failure resulting in data loss or data corruption, the administrator can quickly return the system to its last good configuration using the restore function. CCOA licensing If you want to expand the number of agents working offsite through CCOA, you may need to purchase new licenses and apply them to the CCOA server. The CCOA server requires one OA license for each offsite agent that uses the solution. The Avaya order tools automatically provision the licenses for every agent ordered. However, because each OA license must implement two sessions, the number of sessions you will see licensed is double the number of agent licenses purchased. CCOA maintenance concepts Agent configuration for CCOA All agents that want to use CCOA must first exist as normal agents on the contact center. From the point of view of CCMS, there is nothing different about these agents, even when they log in from a remote location. The CCOA server manages their login details, passing them through CCOA terminals on the CS1000. For CCOA to accomplish this, the CCOA administrator must configure certain information about these agents on the CCOA server. This includes the normal agent details, as well as specific information such as the agent’s offsite telephone numbers (CCOA supports up to three telephone numbers per agent) and the agent’s connection mode. Permanent Connection mode CCOA supports two connection modes for agents, to maximize the flexibility and efficiency of the solution. The modes are Permanent Connection and On Demand. In Permanent Connection mode the CCOA server makes a single call to the offsite agent’s telephone number once they log in through CCAD. For each contact center customer call, CCOA bridges through the customer to the agent’s line. Agents hear a tone to alert them to the incoming call, but effectively this mode uses a forced answer presentation class. Administrators should set agents to use Permanent Connection mode when: • they have a high rate of activity on calls • the cost of calling their remote telephone from the contact center is low Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks Introduction 7 • they expect to operate at full equivalence to the onsite contact center agents • they require a faster call connection time for customer calls Agents working in this mode should use only the CCAD controls to disconnect calls. However, if the agent accidentally hangs up the physical telephone, CCOA automatically re-establishes the call and the agent can resume their work by answering the telephone. If the agent was on a customer call when this occurs, CCOA returns them to the same customer call (if the customer has remained on the call). CCOA allows the agent to hang up as many as four times in a fifteen-second period. If the agent hangs up for a fifth time within this period, CCOA will disconnect the call–in this case the agent must manually log off and exit CCAD. On Demand mode In On Demand mode the CCOA server registers the offsite agent’s login, but does not set up a call to their remote telephone. For each contact center customer call, CCOA initiates a new call from the contact center switch to the offsite agent. The offsite agent needs to physically answer the telephone to take the call. Administrators should set agents to use On Demand mode when: • they have a low rate of activity on calls • the cost of calling their remote telephone from the contact center is high • they do not expect to operate at full equivalence to the onsite contact center agents • the connect time for customer calls is not an issue • there is a need to make more efficient use of the CCOA Terminal resource pool When working in On Demand mode, when the agent hangs up the physical telephone, they remain logged in to the contact center. Agents working in this mode must remember to set themselves Not Ready if they take a non-contact center call on their remote telephone, otherwise CCAD might attempt to connect a call to the agent’s telephone while it is busy. In such cases the CCAD toolbar will indicate that a call is being presented. For this reason Avaya recommend s that all offsite agents have a call presentation class of Return to Queue assigned. Reporting on CCOA A key advantage of CCOA is that offsite agents are indistinguishable from onsite agents in terms of skillset routing and feature set. As a result of this, there is no difference in the way offsite agents appear in standard contact Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 8 Introduction center reports and Real Time Displays (RTD). While this is clearly an advantage to supervisors, it may introduce some considerations for contact center managers where they want to report separately on their offsite agents. The administrator may choose to set up specific reports to capture data on offsite agents. For example, these could be unique Agent Performance reports that include only agents who work offsite. Another alternative would be to create specific skillsets for offsite agents: reporting on these skillsets would give a clean view of offsite agent activities. Supervisors and contact center managers who review reports should be aware that agents working with an On Demand connection will show a slower average speed of answer than onsite or Permanent Connection agents. This is due to the additional call setup time when the CCOA server makes the call to the offsite agent’s telephone. Event and security logs CCOA provides both event and security logs. The logging is automatically enabled and cannot be disabled. The CCOA server manages the location of the log files. Administrators access the logs only through the Element Manager. Patches and upgrades CCOA R1.0 is deployed only by Avaya’s Professional Services Organization. CCOA R2.0 is the first productized release of the application. There is no upgrade path from CCOA R1.0 to R2.0. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 9 CCOA administration and maintenance workflow This chapter outlines the workflow that you follow to administer and maintain the CCOA package application. Prerequisites • Read Contact Center Offsite Agent Installation and Configuration Guide (NN44400-330). • Install and commission the CCOA solution. Overview of CCOA administration This workflow shows the high-level steps to carry when administering and maintaining CCOA. To link to any task go to Navigation (page 10) Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 10 CCOA administration and maintenance workflow Figure 1 CCOA administration and maintenance tasks Navigation • CCOA server administration (page 11) • CCOA agent configuration (page 15) • CCOA backup and restore (page 29) • CCOA performance and fault management (page 45) Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA server administration 11 CCOA server administration This chapter describes the taskflow to complete administration tasks on the CCOA server. CCOA server administration steps The following figure shows the administration tasks that you carry out on the CCOA packaged application. To link to any task, see Navigation (page 11) Figure 2 CCOA administration tasks Navigation • Configuring the CCAD desktop application for CCOA (page 12) • Changing the CCOA license (page 13) Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 12 CCOA server administration Configuring the CCAD desktop application for CCOA Agents who want to use CCOA must access the CCAD client from their remote desktop PC (or laptop). They achieve this by entering the URL of the CCAD server in their Internet browser. This procedure explains how to configure the CCAD server so that offsite agents can access it to use CCAD. Prerequisites • You have selected a server to host CCAD. • You have installed CCAD. • You have administrator rights to the CCAD server. • You have downloaded the CCOA patch for your CCAD server. This patch will vary depending on whether the contact center is R6.0 or R7.0. Instructions for downloading the patch are contained in the CCOA Distributor Technical Reference (DTR). Attention: Depending on the patch instructions, you may need to reboot the server where you have CCAD installed. Carefully review the patch README before starting this procedure. Procedure steps Step Action 1 Log on to the CCAD server with administrator privileges. 2 Copy the CCOA patch to a location on the server. 3 Follow the instructions in the patch README file to install the patch. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA server administration 13 Changing the CCOA license This procedure details how to change the CCOA licensing. You might need to change the licensing if you add offsite agents to your installation. If you change your licensing, Avaya provides a keycode license sheet with a list of the features you ordered, the Serial Number (Site ID), the Unique Reference Number (URN), the KRS web link, and a label. You use the Unique Reference Number (URN) to locate the order on the KRS website. You enter the server MAC address to generate and retrieve your CCOA license. Prerequisites • You have reviewed the planning and engineering chapter to determine the correct licensing level for your contact center. • You have ordered the licenses and received the keycode license sheet from Avaya. • You have generated and retrieved your license keycode from the KRS website. • You have administrator privileges on the CCOA Element Manager. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Licensing. 3 Select General Settings. 4 On the General Settings screen, select Use License Server. 5 Copy the keycode retrieved from KRS and paste it into the Replace License Keys field, replacing the current contents. 6 Click Validate. 7 Click Save. 8 Exit CCOA Element Manager. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 14 CCOA server administration Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA agent configuration 15 CCOA agent configuration This chapter describes the taskflow to administer CCOA agents. To use CCOA, agents must first exist on CCMS. You can then import their details into CCOA, and add offsite telephone numbers that those agents can use to receive calls. CCOA agent configuration steps The following figure shows the administration tasks that you carry out on the CCOA packaged application to configure and manage offsite agents’ profiles. To link to any task, see Navigation (page 17) Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 16 CCOA agent configuration Figure 3 CCOA agent configuration task flow Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA agent configuration 17 Figure 4 CCOA agent configuration task flow continued Navigation • Adding Personal DNs for the offsite agents (page 18) • Searching for agents on the Agent Management window (page 19) • Adding contact center agents to CCOA (page 20) • Adding an additional offsite telephone number to an offsite agent (page 22) • Configuring an agent for On-Demand mode (page 24) • Configuring an agent for Permanent Connection mode (page 25) • Removing an offsite telephone number from a contact center agent (page 26) • Deactivating CCOA agents (page 27) • Removing contact center agents from CCOA (page 28) Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 18 CCOA agent configuration Adding Personal DNs for the offsite agents This procedure explains how to add personal DNs for your offsite agents so that they can receive calls from colleagues in the contact center. Agents based in the contact center normally have a second line configured on their telephone, so that they can take calls from colleagues or supervisors. To support similar functionality on a single line set such as an offsite PSTN telephone, you can configure a personal DN for the agent. When the contact center is configured with personal DNs, agents in the contact center can call, conference, or transfer other agents directly. If the called agent is idle they will receive the call, but if they are busy on a customer call, the caller will receive a busy tone. Prerequisites • You know the user ID and password to log on to the switch administration terminal. • You are familiar with switch Change and Diagnostics overlays. • You have reviewed the procedures for configuring a TN on the Phantom Loop and configuring a Personal DN in Nortel Contact Center Configuration – CS1000 Integration (NN44400-512). • You have logged on to Contact Center Manager Administration. Procedure steps Step Action 1 Connect to the Call Server. 2 Enter LD 10. 3 Enter the appropriate values to create a phantom TN for each offsite agent. See Nortel Contact Center Configuration – CS1000 Integration (NN44400-512) for details. 4 In Contact Center Manager Administration, select Contact Center Management from the launchpad. 5 Configure a Personal DN for each offsite agent. See Nortel Contact Center Configuration – CS1000 Integration (NN44400-512) for details. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA agent configuration 19 Searching for agents on the Agent Management window This procedure explains how to use the Search function on the Agent Management window, so that you can find agents to add to CCOA or modify their CCOA settings. Prerequisites • You have administrator access to the CCOA Element Manager. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Type your search criteria in the search field as described in the Variables table below. 7 Click Search for Agent. --End-- Variable definitions Variable Description Search field Enter an alphanumeric string to search for a contact center agent. The search function returns agents where the search string matches all or part of the agent’s login ID, first name, or last name. There is no need to combine the search string with wildcards. Entering * or leaving the field blank will return all contact center agents. Search for Agent Click the search for agent button to initiate the search function. The search displays results in the agent list. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 20 CCOA agent configuration Adding contact center agents to CCOA This procedure explains how to import agent details from CCMS so that those agents can use CCOA to work offsite. Prerequisites • Configure agents on CCMS. • Set up the agents’ user accounts on CCT and associate them with the group of CCOA terminals. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Search for the agent or agents that you want to add to CCOA. CCOA retrieves the details of the contact center agents matching the search, and displays them in the agent list. 7 For each agent you want to add, click the Add Agent button. CCOA displays the Assign Offsite Agent dialog. 8 Click the Add Phone button. CCOA displays the Add a Phone Number dialog. 9 Enter the agent’s default offsite telephone number in the Phone Number field. 10 Select a phone type from the Phone Type drop down menu. 11 Click OK. CCOA returns you to the Assign offsite agent dialog. 12 Select the telephone number you entered from the Preferred phone drop down menu. 13 Select Permanent Connection if the agent is to work in Permanent Connection mode. 14 Select Agent as editor if you want to allow the agent to modify their offsite telephone numbers when they login to CCOA. 15 Click OK. CCOA returns you to the Agent Management window. The Add Agent button for the agent you have added changes to Modify Agent. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA agent configuration 21 Variable definitions Variable Description Add Agent Click this button to display the Add Offsite Agent dialog so you can add the selected agent to CCOA. Add Phone Click this button to display the Add a Phone Number dialog to configure an offsite telephone number to the agent. You must configure an offsite telephone to be able to add an agent. You can add up to three offsite telephones for each agent. Phone Number Enter a numeric string for the offsite agent’s telephone number. This must be directly diallable from the contact center PBX. It should include required prefixes such as external access code and local area code. Phone Type Select the type of telephone. Valid values are HOME, MOBILE, or OTHER. Preferred Phone Select the preferred offsite telephone number for this agent. Permanent Connection Select this checkbox if this agent will work offsite in Permanent Connection mode. If you do not select this checkbox the agent will default to working in On Demand mode. Agent as editor Select this checkbox to allow the agent to edit their offsite telephone numbers when logging in to their CCAD client. This might be appropriate for agents who are travelling and need to connect from unpredictable locations such as hotel rooms. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 22 CCOA agent configuration Adding an additional offsite telephone number to an offsite agent This procedure explains how to add an additional offsite telephone number to a contact center agent. An agent can have up to three offsite numbers (they will always have one at a minimum as you cannot add an agent without specifying an offsite number). Any number that you assign must be directly diallable from the contact center switch. Prerequisites • You have documented the telephone numbers that the offsite agent will use. These must include necessary prefixes such as the external access code, international code, or local area code. • You have checked that you can dial each number directly from the contact center switch. • You have already added the agent to CCOA. You cannot modify an agent’s numbers if you have not already added them. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Search for the agent to whom you want to add offsite numbers. 7 Click the Modify button for the agent. CCOA displays the Assign offsite agent dialog. 8 Click the Add Phone button. CCOA displays the Add a Phone Number dialog. 9 Enter the additional offsite telephone number in the Phone Number field. 10 Select a phone type from the Phone Type drop down menu. 11 Click OK. CCOA returns you to the Assign offsite agent dialog and the telephone appears in the agent’s Preferred Phone drop-down list. 12 If necessary, select the default telephone number for this agent from the Preferred phone drop down menu. 13 Click OK. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA agent configuration 23 Variable definitions Variable Description Add Phone Click this button to display the Add a Phone Number dialog to configure an offsite telephone number to the agent. You must configure an offsite telephone to be able to add an agent. You can add up to three offsite telephones for each agent. Phone Number Enter a numeric string for the offsite agent’s telephone number. This must be directly diallable from the contact center PBX. It should include required prefixes such as external access code and local area code. Phone Type Select the type of telephone. Valid values are HOME, MOBILE, or OTHER. Preferred Phone Select the preferred offsite telephone number for this agent. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 24 CCOA agent configuration Configuring an agent for On-Demand mode This procedure explains the steps you take to configure an agent for OnDemand connection mode. You typically use On-Demand mode for an agent whose average talk time per hour is low. There may also be value in using this mode if a Permanent Connection call to the agent (which remains up for the duration of their shift) incurs significant cost, i.e. long distance call as compared to local call. Prerequisites • You have added the agent to CCOA. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Search for the agent to whom you want to add offsite numbers. 7 Click the Modify button for the agent. CCOA displays the Assign offsite agent dialog. 8 Clear the Permanent connection checkbox. 9 Click OK. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA agent configuration 25 Configuring an agent for Permanent Connection mode This procedure explains the steps you take to configure an agent for Permanent Connection mode. You typically use permanent mode for an agent whose average talk time per hour is high; for example, they operate as an equivalent of the onsite agent with one call immediately following another. An important consideration in using this mode is the cost of the call from the contact center switch to the agent’s offsite number; in Permanent Mode the call to the agent remains up for the duration of their shift. Prerequisites • You have added the agent to CCOA. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Search for the agent to whom you want to add offsite numbers. 7 Click the Modify button for the agent. CCOA displays the Assign offsite agent dialog. 8 Select the Permanent connection checkbox. 9 Click OK. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 26 CCOA agent configuration Removing an offsite telephone number from a contact center agent This procedure explains the steps you take to remove an offsite telephone numbers from a CCOA agent. You may choose to do this if an agent has used a particular number temporarily, but does not expect to use that number in the future. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Search for the agent from whom you want to remove an offsite number. 7 Click the Modify button for the agent. CCOA displays the Assign offsite agent dialog. 8 ** Capability is not in the product for this Draft **. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA agent configuration 27 Deactivating CCOA agents This procedure explains how to deactivate CCOA agents. You can deactivate an offsite agent if, for example, the agent’s remote location has lost contact with the corporate network and you want to free up their CCOA terminal. Prerequisites • The agent is activated on CCOA. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Search for the agent (or agents) that you want to deactivate. 7 In the agent list, click the Select checkbox for all the agents you want to deactivate. 8 Click Deactivate Agents. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 28 CCOA agent configuration Removing contact center agents from CCOA This procedure explains how to delete contact center agents’ profiles from CCOA so that they can no longer work as offsite agents. This does not affect the agents’ CCMS and CCT settings, so they will still be able to function as onsite agents. Prerequisites • You have confirmed that these agents will no longer need to work offsite using CCOA. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Applications. 3 Expand Packaged Applications. 4 Expand Contact Center Offsite Agent. 5 Select Agent Management. 6 Search for the agent (or agents) that you want to remove from CCOA. 7 In the agent list, click the Select checkbox for all the agents you want to remove. 8 Click Remove Agents. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 29 CCOA backup and restore This chapter describes the taskflow to backup and restore your CCOA server. CCOA allows you to create local backups or to specify an ftp server where CCOA will store your backup files. To create a backup you must first create a backup definition, which specifies what data CCOA will back up and where it will store the backup file. Running a backup is a separate task which requires that the backup definition exists. CCOA backup and restore steps The following figure shows the tasks that you carry out to backup and restore your CCOA server. To link to any task, see Navigation (page 31) Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 30 CCOA backup and restore Figure 5 CCOA backup and restore task flow Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 31 Figure 6 CCOA backup and restore task flow continued Navigation • Creating a backup destination (page 32) • Creating a manual backup definition (page 34) • Creating a scheduled backup definition (page 36) • Running a manual CCOA backup (page 38) • Restoring a CCOA backup (page 40) • Deleting a CCOA backup (page 41) • Modifying a backup definition (page 42) • Deleting a backup definition (page 43) Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 32 CCOA backup and restore Creating a backup destination This procedure explains how to create a backup destination. CCOA allows you to specify an ftp server that you can later choose to send CCOA backups to. The default backup destination is on the CCOA server and you cannot change it. Prerequisites • The destination ftp server is configured and operational. • You have the address/hostname, ftp account details, and path for the backup server. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Backup Destinations. 5 On the Backup Destinations window, click Add. The Backup Destination Properties window appears. 6 Type a name for this backup destination in the Destination Name field. 7 Enter the host name or IP address of the ftp server in the Host Name field. 8 Enter the ftp username and password for the destination server. 9 Enter a path on the destination server to specify which directory the backup function will write to. 10 Select Remove the temporary local file after transfer. 11 Click Test. CCOA tests the details entered by logging on to the specified ftp server. 12 Click Save. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 33 Variable definitions Variable Description Destination Name field A mandatory, unique name for the backup destination. You cannot edit the destination name if it is being used by a backup task. Host Name field The name of the FTP server used for the backup. User Name field The user name required to connect to the FTP server. Password field The password required to connect to the FTP server. Destination Path field The path to the backup destination. Remove local temp file after transfer Click to ensure auto-removal of the local check box temporary backup file after it has been transferred. If you do not check this box, Temporary backup files will remain on your CCOA hard disk and might eventually consume significant disk space. Test button Click to test the connection with the backup destination. A message notifies you of success or failure. Save button Click to save the changes and leave the page. Cancel button Click to leave the page without saving changes. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 34 CCOA backup and restore Creating a manual backup definition This procedure explains the steps to create a manual backup definition. The backup definition contains information on what parts of the CCOA system to back up and where CCOA will save the backup. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Backup Tasks. 5 On the Backup Tasks window, click Add. The Add New Backup Task window appears. 6 Type a name for this backup in the Backup Task Name field. 7 Select all the Backup Type options. 8 Choose a backup destination. You can pick one of the existing backup destinations, or click the Add button and specify a new one (see Creating a backup destination (page 32). 9 Select Manually, as needed. 10 Click Save. --End-- Variable definitions Variable Description Backup Task Name field A unique name for the backup task. Backup Type - System Configuration Click to backup the system configuration. check box Backup Type - Application Content check box Click to backup the application content. Backup Type - Network Data check box Click to backup the Network Data. Add button Click if you want to add an alternate backup destination. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 35 Variable Description Modify button Click if you want to modify the selected backup destination. You cannot modify the default destination. Run Backup - Manually, as needed option button Select to create an unscheduled backup task. This type of task must be run manually by clicking Run Now on the Backup Tasks page. Save button Click to save the selected settings and return to the previous screen. Your backup will occur at the next scheduled time. Cancel button Click to cancel the selected settings and return to the previous screen. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 36 CCOA backup and restore Creating a scheduled backup definition This procedure explains the steps to create a scheduled backup definition. The backup definition contains information on what parts of the CCOA system to back up and where CCOA will save the backup. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Backup Tasks. 5 On the Backup Tasks window, click Add. The Add New Backup Task window appears. 6 Type a name for this backup in the Backup Task Name field. 7 Select all the Backup Type options. 8 Choose a backup destination. You can pick one of the existing backup destinations, or click the Add button and specify a new one (see Creating a backup destination (page 32). 9 Select Schedule. 10 Select the frequency of the backup from the Schedule Task drop-down list. 11 Specify the hour and minute of the backup using the Start Time drop-down lists. 12 Click Save. --End-- Variable definitions Variable Description Backup Task Name field A unique name for the backup task. Backup Type - System Configuration Click to backup the system configuration. check box Backup Type - Application Content check box Click to backup the application content. Backup Type - Network Data check box Click to backup the Network Data. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 37 Variable Description Add button Click if you want to add an alternate backup destination. Modify button Click if you want to modify the selected backup destination. You cannot modify the default destination. Run Backup - Schedule option button Select to create a scheduled backup task, and then choose the schedule properties from the fields below. Schedule Task pull down menu Choose the frequency of your scheduled backup. Valid values are: Daily, Weekly, Monthly, and Once. The schedule properties fields available change depending on your selection. Weekdays check boxes For a daily backup, select the days when you want the backup to occur. Weekday pull down menu For a weekly backup, select the day of the week when you want the backup to occur. Day of the month(s) option button Select this option if you are creating a monthly backup and want to specify first, second, third, fourth, or last day of the selected day of the week. The X of the month(s) option button Select this option if you are creating a monthly backup and want to specify the first, second, third, fourth, or last day of the selected months when you want the backup to occur. This choice applies to all months you selected. Schedule task once field For backups scheduled to occur once only, the date when you want the backup to occur. The date must be in the format DD/MM/ YYYY. Start Time pull down menu Select the time when you want your scheduled backup to begin. Save button Click to save the selected settings and return to the previous screen. Your backup will occur at the next scheduled time. Cancel button Click to cancel the selected settings and return to the previous screen. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 38 CCOA backup and restore Running a manual CCOA backup This procedure explains how to run a manual CCOA backup. You should run a backup both before and after making major changes to your system, such as upgrading the system software or deleting a number of records. Prerequisites • You have created a manual backup definition. • You have created and tested a backup destination, if required. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Backup Tasks. 5 On the Backup Tasks window, select the backup task that you want to run. 6 Click Run Now. The Confirm Backup window appears, showing the backup task name and backup type of the backup you are about to run. 7 Click Confirm. The History Log Window appears. When the backup has completed the backup details appear in the list. --End-- Variable definitions Variable Description Add button Click to add a new backup task. Edit button Select the check box beside the appropriate backup task, and then select Edit to modify the task properties. Delete button Select the check box beside the appropriate backup task, and then click Delete to remove this task. When you delete a task, the scheduler will not run this backup. To stop a scheduled backup from occurring but keep the task, you can modify the backup task by selecting Manually as needed on the Edit Backup Task page. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 39 Variable Description Run Now button Click to run the selected backup tasks immediately. This is the only way to invoke a task that is configured to run Manually. If the task is scheduled to run while you manually invoke it, then the scheduled task is skipped and a warning message is logged. You can manually run multiple backup tasks by selecting them and pressing Run Now. In this case, each task runs sequentially and not parallel to each other. Task Name column The name of the backup task. Click a cell in the column to edit the Task Name. Next Scheduled Backup (BST) column The date and time when the next backup is scheduled to occur. Frequency column The frequency of the backup. Path column The path to the backup destination folder. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 40 CCOA backup and restore Restoring a CCOA backup This procedure explains the steps you take to restore a backup of the CCOA server. Prerequisites • You have previously created a backup. Attention: Be careful when choosing a backup to restore, as there is the potential to clear data that is currently on the system. Avaya recommends you back up the current system before restoring an old backup. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Restore. 5 On the Restore window, select a restore source location from the Restore Source drop-down list. CCOA lists the backups at that location in the Restore Task List. 6 Select the backup that you want to restore. 7 Click Restore Now. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 41 Deleting a CCOA backup This procedure explains the steps you take to delete a backup of the CCOA server. You will need to delete old backups to keep disk space clear, especially in the Default Backup Destination which is on the CCOA server. Prerequisites • You have previously created a backup. Attention: Make sure you no longer need the backup file you have chosen to delete. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Restore. 5 On the Restore window, select a restore source location from the Restore Source drop-down list. CCOA lists the backups at that location in the Restore Task List. 6 Select the backup that you want to delete. 7 Click Delete. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 42 CCOA backup and restore Modifying a backup definition This procedure outlines the steps to modify a backup definition. Prerequisites • You have an existing backup definition that you want to change . Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Backup Tasks. 5 On the Backup Tasks window, select the check box beside the backup task that you want to modify. 6 Click Edit. CCOA displays the Edit Backup Task window with the details of the task you have chosen to edit. 7 Change the parameters of the backup definition and click Save. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA backup and restore 43 Deleting a backup definition This procedure outlines the steps to delete a backup definition. If you create many definitions it is good practise to review these from time to time and delete outdated definitions that you do not use regularly. Prerequisites • You have old or unwanted backup definitions on the CCOA server. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand Tools. 3 Expand Backup and Restore. 4 Select Backup Tasks. 5 On the Backup Tasks window, select the check box beside the backup task that you want to delete. 6 Click Delete. CCOA displays the Remove Backup Task window with the details of the task you have chosen to delete. 7 Click Confirm to proceed with the deletion, or Cancel to exit the screen without deleting the backup definition. --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 44 CCOA backup and restore Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA performance and fault management 45 CCOA performance and fault management This chapter describes the taskflow that you follow to manage the performance of the CCOA server. CCOA server performance and fault management The following figure shows the tasks to monitor system performance on the CCOA server . To link to any task, see Navigation (page 46). Figure 7 Performance management tasks on the CCOA server Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 46 CCOA performance and fault management Navigation • Excluding log file directories from virus scans (page 46) • Viewing CCOA event logs (page 47) • Customizing your view of CCOA event logs (page 49) • Viewing CCOA security logs (page 52) Excluding log file directories from virus scans This procedure details the log file directories that you need to exclude from virus scans of your CCOA server. Prerequisites • You are familiar with the administration of the anti-virus software installed on your CCOA server. Procedure steps Step Action 1 Access the management console of the anti-virus software you installed on the CCOA server. 2 Exclude the following directories from the anti-virus scans: \Program Files\Nortel\Multimedia_Applications\MAS\commo n\log \Program Files\Nortel\Multimedia_Applications\JBoss\ser ver\default\log --End-- Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA performance and fault management 47 Viewing CCOA event logs This procedure explains how to view the CCOA event logs. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand System Status. 3 Expand Logs. 4 Select Event Logs. The Event Logs window appears, showing the details of all logging on the system. 5 You can select the button beside any log entry to display details of the event in the Event Details field. --End-- Variable definitions Variable Description Filter field The filters that have been applied to the events list. If none is shown, then no filters have been applied. Customize button Click to create filters for the events list. You can filter by ID, severity, class, and date and time. Clear button Click to clear all filters. Refresh every list Select how often to refresh all active events in the table. You can choose from predefined intervals: 15, 30, 45 seconds, 1 minute, 3 minutes, 5 minutes, and No Refresh. No Refresh is the default value. If you select No Refresh, the events list is not updated. ID column The event ID. Click to sort by this value. Click the option button beside the applicable ID to view the event details in the bottom pane of this page. Severity column The event severity, with corresponding colors for each severity level. Click to sort by severity. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 48 CCOA performance and fault management Variable Description Date and Time (BST) column The date and time when the event was last reported. By default, the table is sorted so the most recent event appears at the top of the table. Class column The class of the event. Available classes include Audit, Configuration, Data, Fault, Information, Maintenance, Metrics, Security, and State. Description column A description of the event. To view further details about the event, click the option button beside the applicable event ID. The details appears in the bottom portion of the page. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA performance and fault management 49 Customizing your view of CCOA event logs This procedure explains how to customize your view the CCOA logs. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand System Status. 3 Expand Logs. 4 Select Event Logs. The Event Logs window appears, showing the details of all logging on the system. 5 Click Customize. The Customize Filter window appears, showing the options that allow you to exclude specified log entries from the Event Logs list. 6 Select the filter criteria that you want and click Apply. The Event Logs window appears, with the filtered events excluded. --End-- Variable definitions Variable Description Event ID item Click to jump to the top of the Event ID section of the page. Date and Time item Click to jump to the top of the Date and Time section of the page. Severity Item Click to jump to the top of the Severity section of the page. Add button Click to add an event ID to the filter. Then type the event ID number in the field that appears. When you apply the filter, the IDs that you type here will not be shown in the table. Clear button Click the check box beside the event IDs that you want to remove from the filter, and then click Clear. The event IDs that you clear will appear in the Events table (provided that the alarm severity has not been filtered). ID field The event ID field. This field appears only after you click Add. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 50 CCOA performance and fault management Variable Description ID check box Click to select the event IDs that you want to include in the filter. The IDs that you specify do not appear in the Events table, even if you have chosen to view their severity level. Alternatively, click the box beside the IDs that you want to remove from the filter, and then click Clear. These IDs appear in the table. Start Date field The start date of the events that you want to filter. Events that occurred before this date are not shown in the filter. Start Time pull down menu Select the start time of the events that you want to filter. End Date field The end date of the events that you want to filter. Events that occurred after this date are not shown in the table. End Time pull down menu Select the end time of the events that you want to filter. Severity - Available field The available severity levels to filter events. You can choose from Alert, Critical, Major, Minor, Emergency, Error, Warning, Info, Debug, Indeterminate, and Notice. Select a severity level, and then press Add to include it in the filter. Press CTRL on your keyboard and multi-select severity levels to add them simultaneously. Severity - Add button Click to add the selected severity levels to the filter. Severity - Add All button Click to add all available severity levels to the filter. Severity - Remove button Click to remove the severity levels you have chosen in the Selected field from the filter. Severity - Remove All button Click to remove all the severity levels that appear in the Selected field from the filter. Severity - Selected field The severity levels that have been included in the event filter. These are the only levels that appear in the events table. To remove a severity level from the filter, select it, and then press Remove. Press CTRL on your keyboard and multi-select severity levels to remove them simultaneously. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA performance and fault management 51 Variable Description Class - Available field The available classes to filter events. You can choose from Audit, CfgChange, DataDump, Fault, Info, Maintenance, Metrics, Security, and State. Select a class, and then press Add to include it in the filter. Press CTRL on your keyboard and multi-select classes to add them simultaneously. Class - Add button Click to add the selected classes to the filter. Class - Add All button Click to add all available classes to the filter. Class - Remove button Click to remove the classes you have chosen in the Selected field from the filter. Class - Remove All button Click to remove all the classes that appear in the Selected field from the filter. Class - Selected field The classes that have been included in the event filter. These are the only classes that appear in the events table. To remove a class from the filter, select it, and then press Remove. Press CTRL on your keyboard and multi-select classes to remove them simultaneously. Apply button Click to save your changes, apply the filter, and return to the Event Logs page. Your filter is applied to the table as soon as it refreshes next. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 52 CCOA performance and fault management Viewing CCOA security logs This procedure explains how to view the CCOA security logs. Procedure steps Step Action 1 Access the CCOA Element Manager with Administrator privileges. 2 Expand System Status. 3 Expand Logs. 4 Select Security Logs. The Security Logs window appears, showing the details of all security logging on the system. 5 You can select the button beside any log entry to display details of the security event in the Details field. --End-- Variable definitions Variable Description Refresh every list Select how often to refresh all active events in the table. You can choose from predefined intervals: 15, 30, 45 seconds, 1 minute, 3 minutes, 5 minutes, and No Refresh. No Refresh is the default value. If you select No Refresh, the events list is not updated. Date and Time (IST) column The date and time when the event was last reported. By default, the table is sorted so the most recent event appears at the top of the table. Effect column The effect of the event. Click to sort by severity. Action column The action that caused the event, whether an Add, Delete or Modify action. Click to sort by action. Functional Task column A description of which function caused the event. Click to sort by functional task. Item column A description of which item changed. Click to sort by item. Old Value column For Delete and Modify events, shows what the value was before the change or deletion. You cannot sort on this column. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks CCOA performance and fault management 53 Variable Description New Value column For Delete and Modify events, shows what the value was after the change or deletion. You cannot sort on this column. User Name The user account that initiated the event. User Address The hostname and IP address from which the event was initiated. Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks 54 CCOA performance and fault management Contact Center Offsite Agent Administration and Maintenance NN44400-617 01.01 Standard 2.0 15 March 2009 Copyright © 2010, Nortel Networks Contact Center Offsite Agent Administration and Maintenance Copyright © 2010 Nortel Networks. All Rights Reserved. Publication: NN44400-617 Document status: Standard Document issue: 01.01 Document date: 15 March 2009 Product release: 2.0 Job function: Administration Type: Technical Document Language type: English While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. All other trademarks are the property of their respective owners To provide feedback or report a problem with this document, go to www.nortel.com/documentfeedback.