Avaya Contact Center Express Release 4.1 Control Panel User Guide

Transcript

Avaya Contact Center Express Release 4.1 Control Panel User Guide Release 4.1 January 2010 © 2005 to 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Diagnostic Testing Error Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 9 Using Contact Center Express Control Panel . . . . . . . . . . . . . . . . . . . . . . . 10 Chapter 2: System Requirements and Installation . . . . . . . . . . . . . . . . . . . . . . 11 System Requirements . Desktop. . . . . . . Servers . . . . . . . Developers . . . . . . . . . 11 11 11 12 Install Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Chapter 3: Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Configuring Control Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Chapter 4: Create or Upgrade Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Using Database Deployment and Management . . . . . . . . . . . . . . . . . . . . . . 22 Creating a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Upgrading a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Using Advanced Database Management Options . . . . . . . . . . . . . . . . . . . . . 25 Buttons, edit boxes and combo boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Chapter 5: Managing ASMediaStore Database . . . . . . . . . . . . . . . . . . . . . . . . 29 Create/Upgrade Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Create Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Create Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Create Program to Work Flow Microsoft CRM Activities . . . . . . . . . . . . . . . . . 35 Outbound Programs for Virtual Agent Service . . . . . . . . . . . . . . . . . . . . . . Create Outbound Program for Preview Contact Media Store. . . . . . . . . . . . . Create Outbound Program for Email or Simple Messaging Media Store . . . . . . 38 39 42 Assign Schedule to Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Create AutoText Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported Variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 46 Customize Multimedia Work Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Chapter 6: Managing ASContact Database . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Create or Upgrade Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Control Panel User Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . January 2010 1 Contents ASContact Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intuitive contact grouping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 54 Create Column Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Create Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Formatting of Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 59 Create Contact Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Permissions Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Add Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Chapter 7: Administrating Communication Manager . . . . . . . . . . . . . . . . . . . . . 67 What is Communication Manager Administrator? . . . . . . . . . . . . . . . . . . . . Configuring Communication Manager Connection . . . . . . . . . . . . . . . . . . Further information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 67 68 Overview of the screen . . . . . . . . . . Illustration and explanation of areas . Agents . . . . . . . . . . . . . . . . . Stations. . . . . . . . . . . . . . . . . Skills . . . . . . . . . . . . . . . . . . VDNs . . . . . . . . . . . . . . . . . . Holiday Tables . . . . . . . . . . . . . ServiceHours Tables . . . . . . . . . Software Version. . . . . . . . . . . . . . . . . . . . . 68 69 71 74 76 84 87 89 91 Chapter 8: Managing Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Express Control Panel Interface . . Configure License Director . . . . . . . . . . . . Configure XML Server . . . . . . . . . . . . . . . Configure Media Director . . . . . . . . . . . . . Configure Virtual Agent . . . . . . . . . . . . . . Configure Email Media Store . . . . . . . . . . . Configure Preview Contact Media Store . . . . . Configure Voice Media Store . . . . . . . . . . . Configure Simple Messaging Media Store . . . . Configure AOL-ICQ Instant Messenger Gateway Configure MSN Messenger Gateway . . . . . . . Configure Short Message Service Gateway . . . Configure Web Chat Gateway. . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 95 99 102 107 112 131 136 145 153 157 161 166 Common Configurable Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . Application Management Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . Client Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 170 171 Control Panel User Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . January 2010 Contents Contact Database . . . . . . . . Error Logging . . . . . . . . . . Gateway Details . . . . . . . . . Gateway Proxy Settings . . . . . Gateway Progress Messages . . IDS Media Store Plugin . . . . . Media Director . . . . . . . . . . License Director . . . . . . . . . Media Store. . . . . . . . . . . . Media Store Database . . . . . . Server Identifier . . . . . . . . . Service Plug-in Host . . . . . . . Simple Messaging Media Store . XML Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 172 173 173 174 174 175 175 175 176 176 176 177 177 Appendix A: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Troubleshooting CM Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 Control Panel User Guide January 2010 3 Contents 4 Control Panel User Guide January 2010 Preface This section contains the following topics: ● Web site on page 5 Web site For latest information on all Avaya Contact Center Express products, visit the Avaya Support site: http://support.avaya.com. Control Panel User Guide January 2010 5 Preface 6 Control Panel User Guide January 2010 Chapter 1: Introduction The management and monitoring of all Contact Center Express media stores and gateways, License Directors, XML Servers and Media Directors is accomplished by the Application Management Service. This service allows you to configure and manage servers in real time. It also allows you to add and manage data in the ASMediaStore and ASContact databases. The Application Management Service consists of two components: ● Application Management Director. An application that runs in a Microsoft server environment and gathers status and health information about Contact Center Express servers. ● Contact Center Express Control Panel. A component built using .Net Framework that connects to Application Management Director to display the state of currently available servers and databases. Using the control panel, a user can view and change operation information about currently monitored servers, as well as manage data in the ASMediaStore and ASContact databases. When Application Management Director starts, it connects to all Avaya CCE media stores and gateways, License Directors, XML Servers, and Media Directors that it finds running in the network. Application Management Director instructs these applications to send their configuration and operation information to it. Avaya CCE Control Panel then displays this information on the interface in a tree structure format. Control Panel User Guide January 2010 7 Chapter 1: Introduction Connections to Application Management Director are established either by multicast functionality, or by pre-configured data from the configuration set, or both. When a connection is established to Application Management Director, Avaya CCE Control Panel indicates that it is a management interface and instructs the Application Management Director to send a complete list of available information. The control panel receives a collection of XML documents that allow the control panel to accurately display that information within a hierarchical node structure. Note: This document describes the configuration and operation of Avaya CCE Control Panel. For information on configuring Application Management Director, refer to the Application Management Service User Guide. Note: Error Logging Agent logs error information relating to its own operation to a series of log files. A new log file is created for each day of the week. The name of the error log file clearly identifies the application and the day of the week, for example, MonASGUIHost.log. Once a log file reaches the size limit specified in its configuration, it is archived and a new file is created. Note: The archive only stores one log file. If the second error log reaches the specified maximum size, it overrides the previously archived log file. Note: The types of errors logged by the error log are determined by the logging level retrieved from the application's configuration data. Levels of error logging are: ● 0. No error logging takes place. ● 1. Logs fatal, major, minor and trace information. ● 2 Logs fatal, major and minor errors. ● 4. Logs fatal and major errors. ● 8. Logs fatal errors only. Each file records the selected logging level as well as the date, time, location and description of every error that occurs. Error log files are automatically saved into the application's current working folder (the same folder as the application executable). 8 Control Panel User Guide January 2010 Diagnostic Testing Error Logging There is one other error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Each new file has a unique name based on the date (year, month and day) and time (in hours, minutes and seconds) it was created. For example: YYYYMMDDHHMMSSASMediaDirector.log. Where, Note: YYYY = Year MM = Month DD = Day HH = Hour MM = Minute SS = Seconds Note: To prevent a multitude of log files affecting your available disk space, the error logging level should be used only for diagnostic testing. Control Panel User Guide January 2010 9 Chapter 1: Introduction Using Contact Center Express Control Panel The following flowchart outlines the general process for using Contact Center Express Control Panel. 10 Control Panel User Guide January 2010 Chapter 2: System Requirements and Installation System Requirements The specifications listed here are the minimum recommended. As far as is known and unless otherwise stated, Contact Center Express and its components should be compatible with all higher specification hardware configurations and software versions than those listed in the following section: Desktop For Contact Center Express Desktop, Contact Center Express Reporting, Contact Center Express Control Panel: ● Hardware: 1.6 GHz Pentium, 512MB of RAM, 50MB of free hard disk space, DVD drive, graphics card capable of supporting 1024 x 768 resolution monitor, mouse or other Windows-compatible pointing device, and TCP/IP LAN connection. ● Software: Windows 7 (Home, Premium, Professional, Ultimate, and Enterprise), Windows Vista (Enterprise), Windows XP Professional 32-bit SP2/SP3, Citrix Presentation Server 3.0.2 or Windows Terminal Services 32-bit, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 3.5 SP1. Servers ● Hardware: A 2.4 GHz Pentium with 2GB RAM. ● Software: Windows 2003 Server (Enterprise and Standard) 32-bit, Windows 2008 Server (Enterprise and Standard) 32-bit and 64-bit with Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 3.5 SP1. Control Panel User Guide January 2010 11 Chapter 2: System Requirements and Installation Core Server ● Dedicated server for License Director, XML Server, Configuration Server, Application Management Director, Media Director, all Media Stores and Gateways, Call Routing Server, Virtual Agent, and Task Director. ● For Email only POP3/SMTP supported: Microsoft Exchange Server 2003, Version 6.5 or Microsoft Exchange Server 2007. Interaction Data Service Server Dedicated Server for Interaction Data Service - excluding Microsoft Internet Explorer which is not required. Database Server Dedicated server for Interaction Data Server (ActiveInteractionData), Configuration Server (ACS), ASMSControl Database, ASMSData and ASContact Databases may be installed either on Microsoft SQL Server 2005/2008 Express with Advance Services. Developers Developing applications on or with: Windows 7 (Home, Premium, Professional, Ultimate, and Enterprise), Windows XP Professional 32-bit SP2/SP3 with Microsoft Visual Studio 2005, Microsoft Visual Studio 2008, Windows 2003 Server (Enterprise and Standard) 32-bit, Windows 2008 Server (Enterprise and Standard) 32-bit and 64-bit with Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 3.5 SP1. Install Application For full instructions on how to install this application, refer to the Contact Center Express Installation Guide.pdf. In addition to the standard installation steps, this document explains: 12 ● how you can use command line parameters during installation to dictate where configuration information is retrieved. ● how you can change the configuration source from the local .inc file to the Configuration Server if an application has already been installed. Control Panel User Guide January 2010 Install Application ● how to automatically (silently) install an application following a set of pre-defined selection options. You can download the Contact Center Express guides from the Avaya Support site: http:// support.avaya.com. Control Panel User Guide January 2010 13 Chapter 2: System Requirements and Installation 14 Control Panel User Guide January 2010 Chapter 3: Administration Configuring Control Panel To configure control panel: 1. In the Windows explorer, navigate to the CCE_INSTALL_DIR\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel\ directory. 2. Open the ASGUIHost.ini file for editing. Use the following definitions to define your configuration data. Note: Note: Do not change section names or parameter names. Term Definition General Language The language used on the application interface. The only option currently available is English. Server Instance ID A unique identifier for the server application, which is created automatically when it runs for the first time. Minimize to System Tray A value that allows you to minimize Contact Center Express Control Panel to the system tray (as opposed to the taskbar) when the application is minimized. True=enabled, False=disabled. The system tray is the area on the right side of the taskbar on the Windows interface used to display the status of various functions, such as speaker volume and modem transmission. Window Title The text that displays on the application title bar. The default is: Contact Center Express Control Panel Window Icon The name and file path to the icon that displays on the application title bar. If left blank, Contact Center Express Control Panel automatically uses its default icon located in the application's current working folder. In this case: AMC.ico Product ID A number that identifies this application. Do not change the default value. Error Logging Control Panel User Guide January 2010 15 Chapter 3: Administration Term Definition Error Log Level The value that determines what level of error detail will be saved in the error log: 0=No error logging takes place ● 1=Logs fatal, major, minor and trace information ● 2=Logs fatal, major and minor errors ● 4=Logs fatal and major errors ● 8=Logs fatal errors only. There is also another error log level, which enables you to create log files that don't overwrite each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. ● Error Log File Path The directory path for saving error log files. By default, this parameter is left blank, which automatically sets the path to the application's current working folder (the same folder as the application executable). Error Log File Extension The extension of error log files for this application. Extension refers to part of the file name (usually the name of the application) and the file type extension (for example .log). The application will automatically precede the default extension with the day of the week (for example, Mon, Tue) when it creates its error logs. Maximum Error Log File Size KB The maximum amount of information, in KB, that will be stored in an error log file before it is archived and a new file is created. The default is 1000. The minimum you can set this to is 100. Note: The archive will only store one log file. If a second error log reaches the specified maximum size, it overrides the previously archived file. If, however, the diagnostic testing error log level is selected in Error Log Level (this is achieved by adding 128 to any one of the other error log values), a new file with a new name is created every time the maximum log file size limit is reached. License Director 16 Primary License Director IP The IP address of the primary License Director through which this application will request and release licenses. Primary License Director Port The port number of the primary License Director. The default is 29095. Control Panel User Guide January 2010 Configuring Control Panel Term Definition Secondary License Director IP The IP address of the secondary License Director IP through which this application will request and release licenses. Secondary License Director Port The port number of the secondary License Director. The default is 29095. Connect License Director Reserved for future use. Leave set to False. Enable Debug Trace A setting that allows you to debug Contact Center Express Control Panel using tools like DebugView. True=enabled, False=disabled. Window Layout Left Position The distance, in pixels, of the application from the left side of the screen at startup. The distance is automatically saved in the configuration after it is adjusted within the application. Top Position The distance, in pixels, of the application from the top of the screen at startup. The distance is automatically saved in the configuration after it is adjusted within the application. Window Width The width, in pixels, of the application's interface. The width is automatically saved in the configuration after it is adjusted within the application. Window Height The height, in pixels, of the application's interface. The height is automatically saved in the configuration after it is adjusted within the application. Maximized If set to True, the size of the application interface starts in maximized mode. If set to False, it starts in normal mode. Layout File Folder The file path to the XML file that stores data about the layout of the windows in your version of Contact Center Express Desktop. The size and positioning of each window (for example, whether it is docked in a fixed position, floating or displayed as a tabbed document) is recorded in a file named ASGUIHostLayout_username.xml. If this parameter is left blank, Contact Center Express Desktop will, by default, locate the file in the same folder as the application executable. Plug In Assembly List Control Panel User Guide January 2010 17 Chapter 3: Administration Term Definition This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. For example: Application Management Console Section = Application Management Console License Director Manager Section = License Director Manager Media Director Manager Section = Media Director Manager MultiMedia Database Manager Section = MultiMedia Database Manager Email Control Panel Section = Email Control Panel Simple Messaging Control Panel Section = Simple Messaging Control Panel Voice Control Panel Section = Voice Control Panel XML Server Manager Section = XML Server Manager Preview Contact Control Panel Section = Preview Contact Control Panel Simple Messaging Gateway Manager Section = Simple Messaging Gateway Manager Virtual Agent Control Panel Section = Virtual Agent Control Panel Virtual Agent Outbound Worker Section = Virtual Agent Outbound Worker Manager Virtual Agent Web Service Worker Manager Section = Virtual Agent Web Service Worker Manager Save Close Section = Save Close Contact Database Management Section = Contact Database Management RSS Reader Section = RSS Reader Html Editor Provider Section = Html Editor Provider Templates Management Section = Templates Management Alarm And Notification Viewer Section = Alarm And Notification Viewer Database Deployment Utility Plugin Section = Database Deployment Utility Plugin Communication Manager Administration Plugin Section=CMAdminPlugin ASTaskDirectorManagement Plugin Section=ASTaskDirectorManagement Plugin Section ReportingTaskWorkerAdmin Plugin Section=ReportingTaskWorkerAdmin Plugin Section TaskAccess Plugin Section=TaskAccess Plugin Section DMCC Worker Control Panel Section=DMCC Worker Control Panel Application Management Console Assembly File Name 18 Control Panel User Guide The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASApplicationManagementConsolePlugin.dll January 2010 Configuring Control Panel Term Definition Multicast IP The IP address that will be used for multicasting between applications. When an application starts, it will join this multicast address and receive packet information from the Application Management Director. The default is 239.29.9.67. Multicast Port The port number that will be used for multicasting between applications. The default is 29075. Enable Multicast A setting that determines if multicasting is enabled or not. True=enabled, False=disabled. Application Management Director URL List A list of URLs for the Application Management Directors set up in your contact center. Items are separated by commas and follow the format: gtcp:// 192.168.10.201:29074/ ApplicationManagementDirector.rem. License Director Manager Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASLicenseDirectorManagementPlugin.dll Media Director Manager Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASMediaDirectorManagementPlugin.dll Multimedia Database Manager Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASMultimediaDatabaseManagementPlugin.dll Email Control Panel Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASEmailManagementPlugin.dll Simple Messaging Control Panel Control Panel User Guide January 2010 19 Chapter 3: Administration Term Definition Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASSimpleMessagingManagementPlugin.dll Voice Control Panel Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASVoiceManagementPlugin.dll XML Server Manager Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASXMLServerManagementPlugin.dll Preview Contact Control Panel Assembly File Name The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASPreviewContactManagementPlugin.dll Simple Messaging Gateway Manager Assembly File Name 20 Control Panel User Guide The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASSMGatewayManagementPlugin.dll January 2010 Chapter 4: Create or Upgrade Databases The Database Deployment and Management Plugin, which is also known as ASCCEDBDeploymentUtilityPlugin.dll is provided to deploy and manage CCE databases. The first time you create the database you must use a username and password with SA privileges. The earlier ASCCEDBDeploymentUtilityPlugin.dll only allowed users to deploy Reports to the MS Reporting Server. It did not provide users with the ability to deploy CCE databases. Prior to the updated database deployment functionality provided by this plugin, the management of database deployment was performed through the AS Maintain Database.bat and Run AS Maintain Database.bat files. These batch files contains the relevant .sql scripts that are provided with the various installation packages (for example: Media Stores and ASContact Database). Note: Note: The Interaction Data Server database management is currently handled the same way as before. It is not a part of the database deployment and management plugin solution. Using batch files is a good way but batch files have shortcomings. You can not deploy these batch files to a remote database server. The Database Deployment and Management Plugin uses XML files in addition to the same .sql scripts to perform the database creation and upgrading processes. The XML file must be named DatabaseInstructions.xml and these XML files needs to follow a specified schema for well-formedness. The following is the typical XML schema:- … 9 … TheSQLScriptFileName.sql 1.0.0.0 … The plugin will search all DatabaseInstructions.xml files available that are well formed from a specified location. The default being CCE_INSTALL_DIR\Avaya\Contact Center Express\Desktop\Contact Center Express Control Panel\Databases. Control Panel User Guide January 2010 21 Chapter 4: Create or Upgrade Databases Using Database Deployment and Management Now you can either create new database or upgrade an existing by right-clicking the relevant Database Management node in the CCE control panel. 1. In the CCE control panel, select and right-click the Database Management node. The Create New Database context menu opens. 2. Select an option. The Database Management page opens. 22 Control Panel User Guide January 2010 Creating a Database Creating a Database 1. Right-click the corresponding Contact or Media Store database node. Note: Note: In this case there is no sub context menu like in the case of the context menu in the Database Management node. This is because we know that the database type is ASMSControl. This is exactly what happens in the case of Contact Database node context menu. Upgrading a Database 1. Select and right-click the database that you want to upgrade. Control Panel User Guide January 2010 23 Chapter 4: Create or Upgrade Databases 2. Once the database server has been selected, the following screen appears if an upgrade is required. 24 Control Panel User Guide January 2010 Using Advanced Database Management Options 3. Once the database server has been select, the following screen appears if an upgrade is not required. Using Advanced Database Management Options Advanced functionality is now available in Contact Center Express Control Panel to get the current version of the database engine, the current version of the database schema, the size of the database, its growth potential, and a list of all the tables that exists within the database. The list of tables shows the number of rows within each table and the size of each individual table. There is also an Update History display that gives details of all updates that have been performed on the database. Control Panel User Guide January 2010 25 Chapter 4: Create or Upgrade Databases You can access this functionality by clicking the respective database node. 26 Control Panel User Guide January 2010 Buttons, edit boxes and combo boxes The document window shows each ASMSData database on a separate tab under the primary ASMSControl database tab. Buttons, edit boxes and combo boxes Clicking on the button will search through the network for all SQL database servers. The drop down combo box is an editable drop down combo box whereby the user does not have to click the button just to be able to select a SQL database server. They could also just type it in. By default, the drop down list is not populated. This will only get populated when the button is clicked. Control Panel User Guide January 2010 27 Chapter 4: Create or Upgrade Databases Note: Note: User must fill the Username and Password fields using the SA account credentials if they are using sql authentication. The SQL Server must be configured for SQL Server and Windows (mixed mode) authentication and not Windows only authentication. The Create/Upgrade button will only be enabled when everything is correct. The Status rtf box will provide users with the status and will display information on the progress of the creation and upgrade. The following context menu is provided for convenience where users may want to copy selected text or select all text to copy to a text editor or word document for troubleshooting. This context menu is also available now for the reports deployment window. 28 Control Panel User Guide January 2010 Chapter 5: Managing ASMediaStore Database Create/Upgrade Database To create/upgrade this database, refer to the Create or Upgrade Databases on page 21 procedure for all Contact Center Express databases. Create Schedule A schedule can be one-off or re-occurring on a daily or weekly basis. The work type is either Normal (schedule runs in normal working time) or Holiday (schedule runs in non-working (holiday) time). Control Panel User Guide January 2010 29 Chapter 5: Managing ASMediaStore Database To add a schedule to the ASMediaStore Database: 1. Right-click Schedules and select Add Schedule from the pop-up menu. The Add Schedule tab appears: 2. Make your selections. 3. To save the information to the database, right-click and select Save and Close. 30 Control Panel User Guide January 2010 Create Program Create Program Note: Note: A separate procedure exists if you want to create a program for exclusively routing Microsoft CRM activities to Create Program to Work Flow Microsoft CRM Activities on page 35. Likewise, there are specific procedures for creating outbound programs for the Outbound Programs for Virtual Agent Service on page 38. Control Panel User Guide January 2010 31 Chapter 5: Managing ASMediaStore Database To add a program to the ASMediaStore Database: 1. Right-click the Program node and select Add Program from the pop-up menu. The Add Program tab appears: 32 Control Panel User Guide January 2010 Create Program Field Description Program ID The unique identifier (GUID) for this program This appears by default Name A common name for this program Description A short description of this program Used by Select Preview Contact Media Store if you want Preview Contact Media Store to use this program. Do not select the Auto Contact option. It is reserved for future use. Prompt The greeting the agent is expected to use when making contact with the customer Program Configuration AutoText list name The identifier of the AutoText group you want the agent to view when they work on work items generated via this program. Work code list name The identifier of the AutoText group (in this case a group of work codes) you want the agent to view when they work on work items generated via this program. Automatically drop phantom call If ticked, this puts the agent in pending Auxiliary mode and drops the phantom call as soon as the agent accepts a work item. Automatic drop reason code If the Automatically drop phantom call parameter is ticked, this reason code is used when the agent is put in Auxiliary mode. Program access mode A program is public (allowed or open) or private (denied or closed). Outbound These fields are reserved for future use. Preview Contact Client Complete this section if you defined the new program as a Preview Contact Media Store program. Control Panel User Guide January 2010 33 Chapter 5: Managing ASMediaStore Database Field Description Client action A setting that determines how Contact Center Express Desktop will behave when it receives a work item generated via this program. ● ● ● 0 - No action. Contact Center Express Desktop makes the contact information available to the agent. The agent initiates contact when ready. 1 - Preview Contact. Reserved for future use. If used, this option follows the behavior of 0 - No action. 2 - Initiate Contact. Contact Center Express Desktop makes the contact information available to the agent and automatically initiates contact using the dial delay time specified in Auto dial delay (seconds). Auto dial delay (seconds) The number of seconds Contact Center Express Desktop will wait after the agent receives a work item from this program before automatically dialling the first number in the contact details list. Client window title The text that will appear on the title bar of Preview Contact work items. 2. Click the Customized Configuration tab. This tab stores additional customer data that is presented to the agent in the work item. 34 ● Key is the name of the associated data. ● Value is the value of the associated data. ● Topic is the optional topic to be used as a subgroup. Control Panel User Guide January 2010 Create Program to Work Flow Microsoft CRM Activities 3. To save the information to the database, right-click and select Save and Close. The new program is automatically enabled. If you defined the new program as a Preview Contact Media Store program, it also automatically appears under the Interactions list for the Preview Contact Media Store connected to the same ASMediaStore Database. From the Interactions list, you can assign a group of contacts to your program and save them to the ASMediaStore Database. For more information, see Configure Preview Contact Media Store on page 131. Create Program to Work Flow Microsoft CRM Activities To create a program for exclusively routing Microsoft CRM activities to Contact Center Express Desktop agents: 1. Open Contact Center Express Control Panel. 2. Expand the Media Store Database node and expand the node for the ASMediaStore Database you want to add the program to. Control Panel User Guide January 2010 35 Chapter 5: Managing ASMediaStore Database 3. Right-click the Programs node and select Add Program from the pop-up menu. The Add Program tab appears: 36 Control Panel User Guide January 2010 Create Program to Work Flow Microsoft CRM Activities 4. Complete the fields using the following descriptions: Field Description Name A common name for this program Description A short description of this program Used by Tick Preview Contact Media Store Prompt This field is not used by Microsoft CRM activities Leave blank Program Configuration AutoText list name This field is not used by Microsoft CRM activities Leave blank Work code list name The identifier of the AutoText group (in this case a group of work codes) you want the agent to view when they work on work items generated via this program Automatically drop phantom call If ticked, this puts the agent in pending Auxiliary mode and drops the phantom call as soon as the agent accepts a work item Automatic drop reason code If the Automatically drop phantom call parameter is ticked, this reason code is used when the agent is put in Auxiliary mode Program access mode A program is public (allowed or open) or private (denied or closed) Outbound This section is reserved for future use Preview Contact Client This section is not used by Microsoft CRM activities. Leave blank 5. Click the Customized Configuration tab. 6. Add a key called Work Item Type and set the value to 100. This will allow Microsoft CRM activities to be correctly identified and handled by Contact Center Express Desktop's MS CRM Gui Plug-in. Control Panel User Guide January 2010 37 Chapter 5: Managing ASMediaStore Database 7. To save the program, right-click and select Save and Close. The new program is immediately enabled. It automatically appears under the Interactions list for the Preview Contact Media Store connected to the same ASMediaStore Database. Outbound Programs for Virtual Agent Service The Virtual Agent service relies on the technology of certain plug-ins (referred to as 'worker' plug-ins) to carry out tasks. The Outbound Worker Plug-in gives you the ability to send out email or text messages to customers through a group of virtual agents; essentially creating an automated messaging service. This sending out email or text messages to customers in bulk, and without staff involvement, can be achieved after your call center administrator has completed a small, manual set up via Contact Center Express Control Panel. Two media stores must be configured: Preview Contact Media Store (which is used to carry customer data and the outgoing message to Media Director) and either Email Media Store or Simple Messaging Media Store (which are used to send out the actual email or text message to the customer). Once configuration is complete, the automated process will run at the scheduled time. Both the manual and automated processes are detailed in the following diagram: The procedure Create Outbound Program for Preview Contact Media Store on page 39 outlines how to create the outbound program for carrying customer data and the outgoing message to Media Director and the procedure Create Outbound Program for Email or Simple Messaging Media Store on page 42 outlines how to create the outbound program for sending out the actual email or text message to the customer. 38 Control Panel User Guide January 2010 Outbound Programs for Virtual Agent Service Create Outbound Program for Preview Contact Media Store To create a program for sending contact data to a virtual agent: 1. Right-click the Program node and select Add Program. The Add Program tab appears: Control Panel User Guide January 2010 39 Chapter 5: Managing ASMediaStore Database 2. Complete the following fields (leave all others as they are not required by this particular program type): Program Configuration Name A name for this program Description A short description of this program Used by Tick 'Preview Contact Media Store' Program access mode Select 'Public' Outbound Use the default values for Available for outbound work (1 - Always available) and Type of outbound work (0 - Any) 3. Click the Customized Configuration tab. 4. If you want to send automated simple messages, use the following keys, topics and values: Key 40 Value Topic Service Name The name of the remote service you want to use (to find this name, visit the Remote Services node under the specific gateway). Simple Messaging Outbound Program ID The ID of the outbound program your Simple Messaging Media Store is using to send out the message. Simple Messaging Message The message you want to send to your customers. Simple Messaging Control Panel User Guide January 2010 Outbound Programs for Virtual Agent Service 5. If you want to send automated emails, use the following keys, topics and values: Key Value Topic Service Name Email Outbound Program ID The ID of the outbound program your Email Media Store is using to send out the message. Email Message The message you want to send to your customers. Email 6. To save the program, right-click and select Save and Close. The new program is immediately enabled. It automatically appears under the Interactions list for the Preview Contact Media Store connected to the same ASMediaStore Database. Control Panel User Guide January 2010 41 Chapter 5: Managing ASMediaStore Database Create Outbound Program for Email or Simple Messaging Media Store To create a program for sending automated emails or simple messages to customers: 1. Right-click the Program node and select Add Program. The Add Program tab appears: 42 Control Panel User Guide January 2010 Assign Schedule to Program 2. Complete the following fields (leave all others as they are not required by this particular program type): Program Configuration Name A name for this program Description A short description of this program Used by Leave unselected Program access mode Select 'Public' Outbound Use the default values for Available for outbound work (1 - Always available) and Type of outbound work (0 - Any) 3. Click the Customized Configuration tab. 4. To save the program, right-click and select Save and Close. Assign Schedule to Program You can assign more than one schedule to a single program. This allows you to run the program on different days of the week or during different times of the same day. Note: Note: Only one instance of a program schedule can be active at any given time, and if two program schedules have overlapping running times, the schedule that starts first will be given priority. The overlapping schedule will be ignored. Control Panel User Guide January 2010 43 Chapter 5: Managing ASMediaStore Database To assign a schedule to the program: 1. Right-click the Program node and select Assign Schedule. 2. Select the schedule you want the program to use. 3. Specify how the program behaves when it is restarted by the schedule: ● 0 - Resume. The program restarts from the point it reached last time, and stops when finished. ● 1 - Restart. The program restarts from the beginning, stops at the end. ● 2 - ResumeRestart. The program restarts from the point it reached last time, then restarts when it gets to the end. 4. If you are assigning the schedule to a program to be used by Preview Contact Media Store, type the Media Director queue you want Preview Contact work items (or Microsoft CRM activities) to use and define their queuing priority. 5. To save the information to the database, right-click and select Save and Close. Create AutoText Group This procedure allows you to create AutoText and work code groups. 44 Control Panel User Guide January 2010 Create AutoText Group To add an AutoText group to the ASMediaStore Database: 1. Right-click AutoText and select Add AutoText Group. The Add AutoText tab appears: 2. Type a name for your new group. 3. Right-click anywhere outside the text box and select Save and Close. 4. Right-click the new group name and select Manage AutoText Items. ● Topic is the name of a group of related AutoText entries or work codes. For example Membership ● Key is the name of the AutoText or work code. For example, Join ● Value is the value (text) belonging to an AutoText key. For work codes, the value is a number, for example 11. Control Panel User Guide January 2010 45 Chapter 5: Managing ASMediaStore Database Note: Note: You can have several topics with the same key within a particular group, as long as the topics are unique. Conversely, you can have several keys with the same topic, as long as the keys are unique. Using Ctrl+C and Ctrl+V key combinations, you can copy and paste data from one AutoText group to another AutoText group. To edit a value, click once in the cell and when the text is highlighted, click again. 5. If you want to insert a pre-defined variable into your value, right-click and select a variable option from the pop-up menu. As a user makes a selection from the AutoText menu within Contact Center Express Desktop, the AutoText Plug-in will scan the selected value for variables that need replacing. Where these are found, the appropriate text will be inserted into the value before it is inserted into the destination. Variables that are unknown or missing will be replaced with an empty string. For more details about supported variables, see Supported Variables on page 46. 6. To save the information to the database, right-click and select Save and Close. Supported Variables The following variables are supported by the AutoText Plug-in: StationDN: The station number that is currently controlled by Contact Center Express Desktop. StationName: The name of the station programmed into Communication Manager for the station that is currently controlled by Contact Center Express Desktop. 46 Control Panel User Guide January 2010 Create AutoText Group AgentID: The agent ID of the agent that is currently logged into the station controlled by Contact Center Express Desktop. If there is no agent logged in, this item will be blank. AgentName: The name of the agent, programmed into communication manager, for the agent currently logged into the station controlled by Contact Center Express Desktop. If there is no agent logged in, this item will be blank. LoggedInUser: The user name of the person logged into the PC currently running Contact Center Express Desktop. MachineName: The machine name that is currently running Contact Center Express Desktop. InteractionData: This variable takes 1 or 2 additional parameters to specify the topic and key for data held in the extra data table associated with the work item that is currently selected. This variable will make the topic item optional. Topic and Key parameters will be separated by the colon character ':'. If the Key contains the single character '*', then all values that match the specified topic will be inserted. Example: <%InteractionData:SMMS:Message%> This example will look into the queue configuration data associated with the current work item, locate a topic of SMMS and a Key of Message and insert the contents of the Value into this variable. ProgramData: This variable takes 1 or 2 additional parameters to specify the topic and key for data held in the queue configuration data associated with the work item that is currently selected. This variable will make the topic item optional. The variable name, Topic, and Key parameters will be separated by the colon character ':'. . If the Key contains the single character '*', then all values that match the specified topic will be inserted. This functionality is identical to the variable InteractionData though with a different source of information. Example: <%ProgramData:SMMS:Message%> This example will look into the queue configuration data associated with the current work item, locate a topic of SMMS and a Key of Message and will insert the contents of the Value into this variable. Break: This inserts a carriage return line-feed combination into the text at the specified point. LongDate: Inserts the current date formatted using the desktop locale information in long format. ShortDate: Inserts the current date formatted using the desktop locale information in short format. LongTime: Inserts the current time formatted using the desktop locale information in long format. ShortTime: Inserts the current time formatted using the desktop locale information in short format. Control Panel User Guide January 2010 47 Chapter 5: Managing ASMediaStore Database UniversalTime: Inserts the current time converted to UTC. Environment: This variable will take 1 additional parameter that will be the environment variable name. AutoText Plug-in will then retrieve the value associated with the variable and insert it into the auto text item. The variable name and environment variable name will be separated by the colon character ':'. Example: <%Environment:USERNAME%> This example will look to the system environment for the item USERNAME. Customize Multimedia Work Items This procedure explains how to add one or more additional work forms to multimedia work items used by a particular program. The work forms are accessed via additional tabs on the side of the work item. If you create more than one extra tab for your work item, you can also control the order in which they display. To add a new work tab to a multimedia work item: 1. Right-click the Forms node under the particular program you want to associate it with and select Add Form Controls. The Form Designer tab displays. 48 Control Panel User Guide January 2010 Customize Multimedia Work Items 2. Click one of the six available control types and click where you want it to appear on the form. 3. Repeat this positioning of controls until you have completed your form. Control Panel User Guide January 2010 49 Chapter 5: Managing ASMediaStore Database 4. To specify the text that appears on the work item tab, type 'formname' in the Name field and the tab text in the Text field: This is how it appears: 50 Control Panel User Guide January 2010 Customize Multimedia Work Items 5. To save the information to the database, right-click and select Save and Close. The forms are automatically named using the format: Form order of creation number (Controls order or appearance number): To change the order of the tabs on the Preview Contact work item: 1. Right-click the Forms node and select Reorder Form Controls. The Reorder Forms tab appears: 2. Select the form you want to move and click the up or down arrow button. 3. To save the information to the database, right-click and select Save and Close. Note: Note: The order the forms were created in stays the same but their order of appearance (indicated by the text in parenthesis) changes: Control Panel User Guide January 2010 51 Chapter 5: Managing ASMediaStore Database 52 Control Panel User Guide January 2010 Chapter 6: Managing ASContact Database Create or Upgrade Database To create or upgrade this database, refer to the Create or Upgrade Databases on page 21 procedure for all Contact Center Express databases. ASContact Database ASContact Database is a SQL-based facility for the storage and maintenance of telephone directory data. The directory will typically be a list of staff members and client contacts. ASContact Database offers a wide range of column headings for an administrator to choose from. The column name structure is modeled on the configuration of Microsoft Outlook's Contacts folder. In this example, the application presents the ASContact Database directory using a column display list made up of: First Name (Microsoft Outlook field name, FirstName), Last Name (LastName), Business (BusinessPhone), Mobile (MobilePhone), Home (HomePhone), Email (EmailAddress). Control Panel User Guide January 2010 53 Chapter 6: Managing ASContact Database Intuitive contact grouping ASContact Database also gives you the ability to group related contacts. Depending on the size and make up of your company, groups can make the process of finding individual contacts more intuitive. A group contact record can be named after a department or work area, or it can be attached to a person with whom those people are closely associated, for example, a manager or administrator. If your company is large and contact association makes searching easier, ASContact Database also allows you to place groups within groups. Note: Note: When contacts are added to a group, they remain individual records that display as part of the entire directory listing. This ASContact Database directory contains several groups (indicated by the blue text and group icon ). If they have permissions assigned to them, they appear bold blue. By double-clicking the group, a list of associated contacts appears. Contacts are identified in the contact list by their black text and icon. If they have permissions assigned to them, they appear bold black. Groups within a group are opened the same way. Create Column Display To add a column display to the ASContact Database: 1. To view an existing column display, click the column display name. 54 Control Panel User Guide January 2010 Create Column Display Note: Note: The Standard column display comes in-built with every installation of ASContact Database. You can edit it but you cannot delete it from the database. Its Column Display ID is 1. 2. To add a new column display, right-click Column Display and select Add Column Display. The Add Column Display tab appears: 3. Type a name for your column display list, right-click and select Save and Close from the pop-up menu. 4. To assign columns to your list, right-click the new column display list and select Edit. Control Panel User Guide January 2010 55 Chapter 6: Managing ASContact Database 5. The Edit Column Display tab appears: 6. Right-click over the field details area of the screen and select Add. The following tab appears: 7. From the drop-down list, select a pre-defined column from the ASContact Database. 8. If you want the display name to be different from the column name used by ASContact Database, alter the Display name text. 56 Control Panel User Guide January 2010 Create Column Display 9. To change the column type associated with your column, clear the predefined types and select the types you want. Note: Note: The column type affects the way Contact Center Express Desktop interprets data and, as a result, affects the type of actions the user can perform using that data. It also determines if Contact Center Express Desktop will search that column for a contact match when work items of a certain type are received. For example, if you tick the Email column type, that column of data will be searched when an email work item is received. If the email address of the incoming work item matches an address in a column with the Email column type, the contact's record appears as a tab on the work item. 10. Right-click and select Save and Close. The column is listed in the Edit Column Display tab. 11. Repeat the above procedure until you have all the columns you need in your display list. Note: Note: You can control the order of the columns by editing the Column order number. Control Panel User Guide January 2010 57 Chapter 6: Managing ASContact Database Create Contact To add a contact to the ASContact Database: 1. Right-click over the contact list and select Add Contact. A new Contact tab appears: 2. Add information on the General tab as required. 58 Control Panel User Guide January 2010 Create Contact Note: To ensure your customer is found in the database when they make future contact with your call center, it is highly recommended that you add their full name, email address and phone numbers, including mobile. Note: 3. Add information on the Details tab as required. Note: Some fields allow you to change the field names to suit the information you have. Note: 4. To save the contact, click or select File > Save from the menu bar. Note: If you have created more than one contact, you can save them all at once by clicking or selecting File > Save All from the menu bar. Note: Formatting of Contacts If you want your application to use Smart Dial functionality: ● Leave out all PSTN, STD and IDD access codes. (PSTN is the code required to dial an outside line, STD is the code required to make a national call, and IDD is the code required to make an international call.) ● Use a single space, hyphen or parentheses to separate area codes from the local number. For example: 3 4770576, 3-4770576, (3) 4770576 or (3)4770576. ● Prefix all country codes with +. For example: +64 3 4770576, +64-3-4770576, +64 (3) 4770576 or +64(3)4770576 If you don't want to use Smart Dial functionality, type the phone numbers exactly as you would dial them, including PSTN, IDD, STD access codes, as well as country and area codes. For example: 14770576, 103 4770576 or 10064 3 4770576. Control Panel User Guide January 2010 59 Chapter 6: Managing ASContact Database Create Contact Group ASContact Database gives you the ability to group related contacts. Depending on the size and make up of your company, groups can make the process of finding individual contacts more intuitive. A group contact record can be named after a department or work area, or it can be attached to a person with whom those people are closely associated, for example, a manager or administrator. If your company is large and contact association makes searching easier, ASContact Database also allows you to place groups within groups. 60 Control Panel User Guide January 2010 Create Contact Group To create a group of contacts: 1. Right-click the name of the contact (or department /work area) you want to associate the group with and select Manage Group. The Group Management tab appears: 2. Search for a contact you want to add to the group. Right-click their name in the Searching result panel and select Add to Group. Their name appears in the Group members panel. Control Panel User Guide January 2010 61 Chapter 6: Managing ASContact Database Note: Note: You can add a group to a group. 3. Search and add all required contacts to your group. 4. To remove a member from the group, right-click their name in the Group members panel and select Delete from Group. 5. To save the group record, click Note: or select File > Save from the menu bar. Note: Groups can be identified in the contact list by their blue text and group icon. When contacts are added to a group, they remain individual records that display as part of the entire directory listing. Permissions Overview The access mode assigned to a Contact Center Express program can be either public (allowing work items to reach your contact center agents) or private (preventing work items from reaching your contact center agents). Using permissions, you can exempt a contact from the program's particular access mode. Contact Center Express's default behavior around access modes and permissions 62 Control Panel User Guide January 2010 Add Permissions If a contact is not found in the ASContact Database, the media store will automatically rely on the access mode assigned to the program used by the queue that received the work item. If a contact is found in the ASContact Database but there are no permissions assigned to the contact, the media store will again rely on the access mode assigned to the program used by the queue that received the work item. If, however, a contact is found in the ASContact Database and there are permissions assigned to the contact, the media store will use those permission settings, overriding any access mode assigned to the program. For example, if the program access mode assigned to the program is public and you select Denied for Public Program as the permission type, the work item will not be sent to an agent. Likewise, if the program access mode is private and you select Allowed for Private Program as the permission type, work items will be sent to an agent. Permissions can be assigned to groups of contacts, and they can be used for email and simple messaging work items only. They do not apply to preview contact work items. Add Permissions Note: Note: Contacts with permissions assigned to them appear bold black. Contact groups with permissions appear bold blue. To assign permissions to a contact or contact group: 1. Select the contact in the contact list. Control Panel User Guide January 2010 63 Chapter 6: Managing ASContact Database 2. Right-click over the Permissions and Priorities section of the screen and select Add Permission. The Add Permission tab appears: 64 Control Panel User Guide January 2010 Add Permissions Permission Management Name A user-specified name for this permission Media Store entity ID The ID of the program, media store server instance or media store server instance type that you want this permission to apply to Note: Note: You won't be able to save your permission if the ID is not valid. If you specify a server instance or server instance type, the permission applies to all programs used by that media store's queues because permissions can only be used by email and simple messaging work items, you must specify a Simple Messaging Media Store or an Email Media Store Permission type Control Panel User Guide Select whether or not you want work items sent by this contact to be allowed or denied If the program access mode assigned to the program (that means the program specified in the Media Store entity ID field or the program used by the media store queue that received the work item) is public and you select 0 - Denied for Public Program, the work item will not be sent to an agent If the program access mode is private and you select 1 - Allowed for Private Program, work items will be sent to an agent January 2010 65 Chapter 6: Managing ASContact Database Permission rank If a contact has more than one permission assigned to it, you can rank the permissions in order of their importance. The lower the number, the higher the rank Interaction direction A value that determines in what direction the work items are travelling when they receive special priority 0=inbound to agent, 1=outbound from agent, 3=both directions Minimum overall rating (%) How closely the details of an incoming work item must match a contact in the ASContact Database in order for this permission to be activated Values between 0 and 100 are valid If a permission needs an exact match, specify 100 percent If a lesser level of identity surety is acceptable, use a lower value For example, if a match for an email address at domain level is permissible (that means the contact is a member of a known company), specify a value of 80 percent Notify denied contacts Tick this option if you want the contact to receive an automatic notification informing them their attempt has been denied Work Item Queue Management Note: Note: This section is only enabled if work items from the contact are allowed New program ID If you want work items from this contact to use a different program from that specified in the queue it was sent to, type the program ID If you want the work item to use the same program specified in the queue it was sent to, type that program ID Note: Note: If you want to specify a queue priority and preferred agent ID, this is a mandatory field Queue priority The priority with which work items from this contact are queued in Media Director Preferred agent ID The ID of the agent that is preferred to handle this work items from this contact 3. To save your permissions assignment, click 66 Control Panel User Guide or select File > Save from the menu bar. January 2010 Chapter 7: Administrating Communication Manager What is Communication Manager Administrator? The Communication Manager Administrator is an interface to view and configure the Communication Manager (CM) settings for CCE. Configuring Communication Manager Connection In the CCE Control Panel, you can right-click the Communication Manager connection and select Edit connection configuration to modify the connection settings. The Connection settings dialog box opens where you can specify the connection settings. Control Panel User Guide January 2010 67 Chapter 7: Administrating Communication Manager Following are the parameters that you can configure: Description: Specify the name of the communication manager connection. This name appears only in the Control Panel tree in the left pane and in the Summary window. Host: Specify the hostname or IP address of the Communication Manager server. Username: Specify the username to access the configured Communication Manager. Password and Password Confirmation: Specify the password for the specified username. Pin and Pin Confirmation: Specify the pin for the specified username. Further information For more information about Contact Center Express (CCE) and Avaya Communication Manager (CM), see the appropriate manuals and online helps. Overview of the screen The following topic explains the various areas on the screen. 68 Control Panel User Guide January 2010 Overview of the screen Illustration and explanation of areas The illustration below shows the display and the various areas on the screen. 1 2 6 5 3 4 Figure notes: 1. Name or IP address of the CM-Server 2. Tabs 3. Agents List 4. Buttons Panel 5. Login Settings 6. Message Tabs The following tabs are displayed. You can change the settings or create new objects. ● Agents ● Stations ● Skills ● VDNs ● HolidayTables ● ServiceHoursTables ● Software Version Control Panel User Guide January 2010 69 Chapter 7: Administrating Communication Manager List view The list view is displayed at the left side of the Control Panel window. The list view shows the objects appropriate with the tab that you selected. Buttons You can use the following buttons. ● Clear Clear the text from the Filter text field and removes the filter applied on the list. ● Sort by Sort the list according to the selected value in the drop-down list. ● Direction Change the direction of the sorted list from Ascending to Descending and vice versa. ● New Create a new object. ● Refresh Refresh the display. The objects are re-loaded from the Communication Manager server. ● Save Save the settings. If errors occur during the operation, they are written on the message line. On successful saving, the Buttons panel is flashed with green color. ● Discard Discard the settings that you have made but not saved. Collapsible Panels Collapsible panels are displayed at the right side of the window. When you select an object from the list, the details of the selected object appears in different collapsible panels, such as General, Skills, Advanced, and so on. You can expand and collapse any panel. Message line A message line shows errors and messages. Errors are shown when an invalid data is detected in any field. The message line displays the error description for each invalid data field on a separate line. Also, the fields with invalid data are marked with red border around them. Clicking the Message line moves the cursor to the corresponding invalid data field. 70 Control Panel User Guide January 2010 Overview of the screen Agents Use this tab to add or change agent login IDs, skill assignments and advanced settings List view The list view shows the agents. The list can sort by Name or Login ID. Context menu You can clone, delete or add an agent. General You can set the following general settings. LoginID Contains the identifier for the Logical Agent. Name Enter up to a 27-character string naming the agent. Any alpha-numeric character is valid. Default is blank. Password Appears only if both the AAS and AUDIX check boxes are cleared. Enter up to nine digits as the password the Agent must enter upon login. Valid entries are the digits 0 through 9. Enter the minimum number of digits in this field specified by the Minimum Agent-LoginID Password Length field on the Feature-Related System Parameters screen. Default is blank. Values entered in this field are not displayed on the screen. Control Panel User Guide January 2010 71 Chapter 7: Administrating Communication Manager Confirmation Appears only if both the AAS and AUDIX check boxes are cleared. Reenter the same password exactly as it was entered in the Password field. Default is blank. Values entered in this field are not displayed on the screen. Security Code Enter the 4-digit security code (password) for the Demand Print messages feature. This field can be blank (default). Skills If you add or change skills on the Avaya S8XXX Server, the agent must log out and then log in again before the changes take effect. Number (SN) Skill Number. Name Name of the skill. Level (SL) Skill Level. Enter a skill level for each of an agent's assigned skills. 16 priority levels are available. In releases prior to R3V5, level 1 was the primary skill and level 2 was the secondary skill. Add a Skill To add a skill, do the following. 1. Select a skill 2. Drag and drop the selected skill to the Assigned Skills list box. You can also right-click the skill and select Add or double-click the skill to add the selected skill to the Assigned Skills list box. 3. Select a skill level. 4. Click Save. Delete a Skill 1. Right-click a skill. 2. Click Delete. 72 Control Panel User Guide January 2010 Overview of the screen 3. Click Save. Advanced You can set the following advanced settings. VoiceMail You can choose None, AUDIX or AAS. Port Extension Appears only if either the AAS or AUDIX check boxes are cleared. Enter the assigned extension for the AAS or AUDIX port. This extension cannot be a VDN or an Agent LoginID. Default is blank. Direct Agent Skill Enter the number of the skill used to handle Direct Agent calls. Valid entries are 1 to 99, or blank (default). COR Select the Class of Restriction for the agent. Valid entries are 0 to 995. Default is 1. Auto Answer When using EAS, the agent's auto answer setting applies to the station where the agent logs in. If the auto answer setting for that station is different, the agent's setting overrides the station's setting. The following entries are valid: ● all - immediately sends all ACD and non ACD calls to the agent. The station is also given a single ring while a non-ACD call is connected. The ringer-off button can be used to prevent the ring when, on the Feature-Related System Parameters screen, the Allow Ringer-off with Auto-Answer field is set to y. ● acd - only ACD split /skill calls and direct agent calls go to auto answer. If this field is acd, non ACD calls terminated to the agent ring audibly. ● none - all calls terminated to this agent receive an audible ringing treatment. This is the default. Control Panel User Guide January 2010 73 Chapter 7: Administrating Communication Manager ● station - auto answer for the agent is controlled by the auto answer field on the Station screen. Call Handling Preference When calls are in queue and an agent becomes available, the skill-level setting delivers the highest priority, oldest call waiting for the agent's highest level skill. Other choices are greatest-need and percent-allocation. Greatest-need delivers the oldest, highest priority call waiting for any of the agent's skills. Percent allocation delivers a call from the skill that otherwise deviate most from its administered allocation. Percent-allocation is available only with Avaya Business Advocate software. For more information, see the Avaya Business Advocate User Guide, 07-300653. ACW Agent Considered Idle Select y to have agents who are in After Call Work included in the Most-Idle Agent queue. This means that ACW is counted as idle time. Select n to exclude ACW agents from the queue. Valid entries are system (default), no, and yes. The system value indicates that settings assigned on the Feature-Related System Parameters screen apply. Stations Use the Station screen to administer individual telephone sets or virtual telephones. Use this tab to add or change stations. List view The list view shows the stations. The list can sort by Extension and Name. Context menu You can clone, delete or add (new) a station. 74 Control Panel User Guide January 2010 Overview of the screen General You can set the following general settings. Extension Enter the extension for the station. Name Enter a name for the person associated with this telephone or data module. The system uses the Name field to create the integrated directory. Type For each station that you want to add to your system, you must specify the type of telephone in the Type field. This is how you distinguish between the many different types of telephones. Port Enter 7 characters to specify a port, or an x. If this extension is registered as an IP endpoint, this field displays sXXXXXX, where XXXXXX is the number of previously registered IP stations. For example, if there are 312 IP sets already registered when you register, your extension would get port s000313. Valid entries ● 01 to 64 First and second numbers are the cabinet number ● A to E Third character is the carrier ● 01 to 20 Fourth and fifth characters are the slot number ● 01 to 32 Sixth and seventh characters are the circuit number Security Code Enter the security code required by users for specific system features and functions, including the following: Personal Station Access, Redirection of Calls Coverage Off-Net, Leave Word Calling, Extended Call Forwarding, Station Lock, Message Retrieval, Terminal Self-Administration, and Demand Printing. The required security code length is determined by Minimum Security Code Length. Control Panel User Guide January 2010 75 Chapter 7: Administrating Communication Manager Display Language Use this field to specify the language in which information is displayed on stations. Advanced You can set the following advanced settings. TN Enter the Tenant Partition number. COR Select a Class of Restriction (COR) number to select the desired restriction. COS Enter the desired Class of Service (COS) number to select allowed features. Lock Messages Select to restrict other users from reading or canceling the voice messages or retrieving messages via Voice Message Retrieval. Skills The Skills corresponds to the Hunt Groups with appropriate settings. List view The list view shows the skills. The list can sort by Group_Number and Group_Name. 76 Control Panel User Guide January 2010 Overview of the screen Context menu You can clone, delete or add (new) a skill. General You can set the following general settings. Skill Number Contains the skill number. Skill Name This field identifies the skill. Valid entries: 27-character Skill Extension Select an unused extension number to be assigned to the skill. The field cannot be blank. Skill Type The following list shows how calls are handled for each skill type. ● ucd-mia - When ucd-mia or ucd-loa is entered, a call routes to the most-idle agent based on when the agent finished the most recent call (ucd-mia), or the ● ucd-loa - least occupied agent based on agent occupancy (ucd-loa). Enter ucd-mia or ucd-loa if the hunt group has an AUDIX message. One of these entries is required when supporting the Outbound Call Management feature and when the Controlling Adjunct field is asai. ● ead-mia - When ead-mia or ead-loa is entered, a call routes to the available agent with the highest skill level for the call. If two or more agents with equal Control Panel User Guide January 2010 77 Chapter 7: Administrating Communication Manager ● ead-loa - skill levels are available, Communication Manager routes the call to the most-idle agent based on when the agent finished the most recent call ("ead-mia"), or the least occupied agent based on agent occupancy ("ead-loa"). This allows a call to be distributed to an agent best able to handle it if multiple agents are available. ● pad - Enter pad (percent allocation distribution) to select an agent from a group of available agents based on a comparison of the agent's work time in the skill and the agent's target allocation for the skill. ● slm - Enter slm when you want to: ● compare the current service level for each SLM-administered skill to a user-defined call service level target and identify the skills that are most in need of agent resources to meet their target service level. ● Identify available agents and assess their overall opportunity cost, and select only those agents whose other skills have the least need for their service at the current time. Advanced You can set the following advanced settings. Queue Specifies a queue for the skill. LWC Reception Defines the destination for Leave Word Calling (LWC) messages left for the skill. Valid entries ● audix - If LWC is attempted, the messages are stored in AUDIX. The Audix Name field must be filled in too. ● Msa - Messaging Server Adjunct ● Spe - If LWC is attempted, the messages are stored in the system processing element (spe). ● none Message Center AUDIX Name Enter the name of the Message Center AUDIX. 78 Control Panel User Guide January 2010 Overview of the screen Measured Provides measurement data for the ACD split/skill collected (internal to the switch) for VuStats or BCMS. This measurement data is collected for VuStats and BCMS only if, on the System Parameters Customer-Options (Optional Features) screen, they are y and, on the Hunt Group screen, the ACD field is y. Valid entries ● internal - If you enter internal in this field and on the CM System Parameters Customer-Options (Optional Features) screen neither the VuStats or BCMS field is y, the system displays the following message: cannot be used; assign either BCMS or VuStats first Contact your Avaya representative to assist with any changes you want to make on the System Parameters Customer-Options (Optional Features) screen. ● external - Provides measurements made by the Call Management System (external to the server running Communication Manager). ● both - Provides measurements collected both internally and externally. ● none - Measurement reports for this skill are not required. Stations Appears if, the ACD field is not selected. Two list show the assigned stations and the unused stations. You can add or delete a station. Add a Station To add a station, do the following. 1. Select a station. 2. Click Add. 3. Click Save. Delete a Station 4. Right-click a station. 5. Click Delete. Control Panel User Guide January 2010 79 Chapter 7: Administrating Communication Manager 6. Click Save. Advanced You can set the following advanced settings. Coverage Path Enter a coverage path number. This assigns a coverage path for the hunt group. Does not appear if the Vector field is (y). Valid entries ● 1 to 999 - Enter a coverage path number. ● t1 to t999 - Time of day table ● blank LWC Reception Defines the destination for Leave Word Calling (LWC) messages left for the hunt group. Valid entries ● audix - If LWC is attempted, the messages are stored in AUDIX. The Audix Name field must be filled in too. ● Msa - Messaging Server Adjunct ● Spe - If LWC is attempted, the messages are stored in the system processing element (spe). ● none Message Center AUDIX Name Enter the name of the Message Center AUDIX. Night Service destination Enter the destination where calls to this split redirects when the split is in the night service mode. Not all features work correctly if this is not a local extension. Does not appear if the Vector field is (y). Valid entries 80 Control Panel User Guide January 2010 Overview of the screen ● An assigned extension number (can be a VDN extension) - Enter the destination where calls to this split redirects when the split is in the night service mode. ● Attd - An attendant group code. ● blank Measured Provides measurement data for the ACD split/skill collected (internal to the switch) for VuStats or BCMS. This measurement data is collected for VuStats and BCMS only if, on the CM System Parameters Customer-Options (Optional Features) screen, they are y and, on the Hunt Group screen, the ACD field is y. Valid entries ● internal - If you enter internal in this field and on the CM System Parameters Customer-Options (Optional Features) screen neither the VuStats or BCMS field is y, the system displays the following message: cannot be used; assign either BCMS or VuStats first Contact your Avaya representative to assist with any changes you want to make on the System Parameters Customer-Options (Optional Features) screen. ● external - Provides measurements made by the Call Management System (external to the server running Communication Manager). ● both - Provides measurements collected both internally and externally. ● none - Measurement reports for this hunt group are not required. Timed ACW Interval (sec) When a value is entered in this field, an agent in auto-in work mode who receives an ACD call from this hunt group is placed automatically into After Call Work (ACW) when the call drops. Enter the number of seconds the agent should remain in ACW following the call. When the administered time is over, the agent automatically becomes available. Timed ACW cannot be administered if the hunt group is adjunct controlled, is an AUDIX Message Center, or is an auto-available split. The Timed ACW Interval field appears if, the ACD field is (y). Note: Note: This field can be overridden by the settings on the VDN Timed ACW Interval field. Coordinate the settings for both fields in setting up delays. Valid entries 1 to 9999 or The number of seconds the agent should remain in ACW following the blank call. Redirect on No Answer (rings) Appears if the ACD field is selected. Valid entries Control Panel User Guide January 2010 81 Chapter 7: Administrating Communication Manager ● 1 to 20 - Enter the maximum number of rings before a call redirects back to the split/skill, or to the administered VDN. ● blank - Deactivates Redirect on No Answer. Redirect to VDN Appears if the ACD field is selected. To redirect a RONA call to a VDN instead of to the split/ skill, enter the extension number of the VDN. The administered VDN must be on-premises and must be administered on the system. The VDN can specify a vector that in turns route to an off-premises VDN. You cannot enter an extension in this field if the Redirection on No Answer (rings) field is blank. Direct Agent calls go to the agent's coverage path if it is administered. If not, the calls go to a VDN. Valid entries ● Assigned VDN or To redirect a RONA call to a VDN instead of to the split/skill, enter the blank extension number of the VDN. Forced Entry of Stroke Counts or Call Work Codes Appears when the ACD field is selected Valid entries ● Selected check box or cleared check box - Selecting check box means either a Stroke Count or Call Work Code must be entered for each call answered by an agent when in the Manual-In mode. Call Warning Threshold Appears if the Queue field selected. Enter the number of calls that can be queued before the System flashes the queue status (feature buttons assigned on agents telephones) and the optional Auxiliary Queue Call Warning Threshold lamp assigned to the split/skill. These lamps are lighted steadily when at least one call is in queue and the threshold has not yet been reached Valid entries ● 1 to 999 and must be less - This field must not be left blank if Calls Warning Port is than or equal to the assigned a port number. queue length or blank Call Warning Port Appears if the Queue field selected. Enter the seven-character port number assigned to connect the optional external Auxiliary Queue Call Warning Threshold lamp that flashes when the number of calls in queue has exceeded the queue warning threshold (assigned in Calls Warning Threshold). This port is assigned to an Analog Line circuit pack or given an x designation if an extension is used. Enter the necessary characters. Valid entries 82 Control Panel User Guide January 2010 Overview of the screen ● 01 to 03 (DEFINITY CSI) or 1 to 64 (S87XX/S8300 Servers) - First and second characters are the cabinet number ● A to E - Third character is the carrier ● 0 to 20 - Fourth and fifth character are the slot number ● 01 to 04 (Analog TIE trunks) 01 to 31 - Six and seventh characters are the circuit number Note: For example, 01A0612 is in cabinet 01, carrier A, slot 06, and circuit number (port) 12. Note: Call Warning Extension Appears if the Queue field is selected and when the Calls Warning Port and the Time Warning Port fields are x. An extension is needed when an X is placed in Calls Warning Port. This extension can be used by the Terminal Translation Initialization (TTI) feature to assign a port to this extension from the port itself. Once Calls Warning Port is assigned a valid port (either via TTI or the change hunt-group command), then the extension is removed and considered unassigned. Valid entries ● Extension - Enter an unassigned extension. This field cannot be blank. Time Warning Threshold Appears if the Queue field is selected and when the Calling Warning Port and the Time Warning Port fields are x. Enter the time in seconds that a call can remain in the queue before the system flashes the Queue status lamps (feature buttons assigned members telephones) and the Auxiliary Queue Time Warning lamp assigned to this split/skill. Valid entries ● 0 to 999 or blank - An entry of 0 provides a warning whenever a call is queued. Time Warning Port Appears if the Queue field is selected. Enter the seven-character port number assigned to the Auxiliary Queue Time Warning lamp that flashes when the time entered in Time Warning Threshold has been reached by a call in queue. Note: This port is assigned to an Analog Line circuit pack or given an X designation if an extension is used. Enter the necessary characters. Note: Valid entries ● 01 to 03 (DEFINITY CSI) or 1 to 64 (S87XX/S8300 Servers) - First and second characters are the cabinet number ● A to E - Third character is the carrier 0 to 20 Fourth and fifth character are the slot number Control Panel User Guide January 2010 83 Chapter 7: Administrating Communication Manager ● 01 to 04 (Analog TIE trunks) - Six and seventh characters are the circuit number 01 to 31 For example, 01A0612 is in cabinet 01, carrier A, slot 06, and circuit number (port) 12. Time Warning Extension Appears if the Queue field is selected. An extension is needed when an x is placed in Time Warning Port. This extension can be used by the Terminal Translation Initialization (TTI) feature to assign a port to this extension from the port itself. Once Time Warning Port is assigned a valid port (either via TTI or the change hunt-group command), then the extension is removed and considered unassigned. Valid entries ● Extension - Enter an unassigned extension. This field cannot be blank. VDNs This screen defines vector directory numbers (VDN) for the Call Vectoring feature. A VDN is an extension number used to access a call vector. Each VDN is mapped to one call vector. List view The list view shows the VDNs. The list can sort by Extension and Name. Context menu You can clone, delete or add (new) a VDN. General You can set the following general settings. 84 Control Panel User Guide January 2010 Overview of the screen Extension Shows the extension number of the VDN. The extension is a number that starts with a valid first digit and length as defined by the system's dial plan. Name It is the name associated with the VDN. Vector Specify how to handle calls directed to the Vector Directory Number (VDN). Select a vector. Skill1 1 to 999 or None. Select the desired Skill numbers in each field (or use None). The default is None. Skill2 1 to 999 or None. Select the desired Skill numbers in each field (or use None). The default is None. Skill3 1 to 999 or None. Select the desired Skill numbers in each field (or use None). The default is None. Advanced You can set the following advanced settings. TN Specifies the Tenant Partition number for this VDN. When Meet-me Conferencing is n, an asterisk (*) appears next to the field name, indicating that this field follows VDN override rules when the system changes the "active" VDN for a call. Valid entries Usage ● 1 to 100 - For S87XX Series IP-PNC. COR Specifies the class of restriction (COR) of the VDN. Valid entries Usage 0 to 995. Select a COR. This field cannot be blank. Attendant Vectoring This field indicates if the vector you are defining is an attendant vectoring VDN. Control Panel User Guide January 2010 85 Chapter 7: Administrating Communication Manager Select to set the vector as an attendant vector. This entry will dynamically change the rest of the screen to eliminate field options available with other types of vectors. Default. not selected Meet me Conferencing This field appears only if, on the System Parameters Customer-Options (Optional Features) screen, the Enhanced Conferencing check box is selected. This field determines if the VDN is a Meet-me Conference VDN. Note: Note: If the VDN extension is part of your DID block, external users will be able to access the conference VDN. If the VDN extension is not part of your DID block, only internal callers on the your network (including DCS or QSIG) or remote access callers can access the conference VDN. Select to enable Meet-me Conference for this VDN. If Meet-me Conference is y, only Extension, Name, Vector Number, Meet-me Conference, COR, and TN fields display and the fields for page 2 change. Both Attendant Vectoring and Meet-me Conference cannot be enabled at the same time. If Enhanced Conferencing is y, but no other vectoring options are enabled, only Meet-me Conference vectors can be assigned. Note: Note: If the vector for Meet-Me conferencing allows a new party to join a conference immediately, and that party is joining as an H.323 ip trunk user, the caller might not have talk path with the others in the conference. To prevent this, include in the vector a short delay before a new party joins the Meet-Me conference, such as a step to collect digits, a 1-second delay, or play an announcement. Since Meet-Me vectors are always configured with announcements and digit collections, this should rarely be an issue. Allow VDN Override This field appears if the Meet-me Conferencing field is n. The Allow VDN Override field allows the system to change the "active" VDN for a call. The "active" VDN is the VDN to be used for parameters associated with the call such as VDN name, skills, tenant number, BSR application, VDN variables, etc. 86 Control Panel User Guide January 2010 Overview of the screen Note: The "active" VDN can be specified in some vector commands as a keyword. When a vector step with the keyword "active" is executed, the extension for the call's "active" VDN as defined by VDN override rules is substituted for the keyword when processing the vector command. The keyword "active" can be used as the VDN extension for the goto command "counted-calls" conditional, the goto command "rolling-asa for VDN" conditional, the messaging command mailbox extension, or can be defined as the "vdn" vector variable type assignment. The keyword "latest," (the last VDN routed to), can also be assigned in these same vector commands or variables, but the "latest" VDN is not changed by VDN Override settings. Note: If selected, this field allows a routed-to VDN (by a route-to number or route-to digits vector command) to become the "active" VDN. The first VDN reached by the call becomes the "active" VDN. If not selected, the routed-to VDN does not become the active VDN. The parameters of the original VDN are used. This is the default. Measured This field appears if the Meet-me Conferencing field is not selected. Used to collect measurement data for this VDN. Data can be collected for reporting by BCMS or CMS. Note: On the System Parameters Customer-Options (Optional Features) screen, the BCMS field must be y for the Measured field to be set to internal or both. In addition, the appropriate CMS release must be administered on the Feature-Related System Parameters screen if this field is being changed to external or both. Note: Valid entries ● Internal - Data is measured internally by BCMS. ● External - Data is measured internally by CMS. ● Both - Data is measured internally by both BCMS and CMS. ● None - Data is not measured. This is the default. Holiday Tables Use this screen to define individual holidays or holiday ranges. List view The list view shows the holiday tables. The list can sort by Number or Name. Control Panel User Guide January 2010 87 Chapter 7: Administrating Communication Manager Context menu You can clear, copy or paste a holiday table. General You can set the following general settings. Number Display-only field identifying the holiday table number. Name Display-only field identifying the name of the table. Time Frames You can set the following time frame settings. Start Month Usage Enter the starting month of the holiday. Valid entries 1 to 12. Start Day Enter the starting day of the holiday. Valid entries 1 to 31 Start Hour Enter the starting hour of the holiday using a 24-hour clock. Valid entries 0 to 23 88 Control Panel User Guide January 2010 Overview of the screen Start Minute Enter the starting minute of the holiday. Valid entries 0 to 59 End Month Enter the ending month of the holiday. Valid entries 1 to 12. End Day Enter the ending day of the holiday. Valid entries 1 to 31 End Hour Enter the ending hour of the holiday using a 24-hour clock. Valid entries 0 to 23 End Minute Enter the ending minute of the holiday. Valid entries 0 to 59 Description Enter a phrase to describe the holiday. ServiceHours Tables Use this screen to set service hours. List view The list view shows the service hours tables. The list can sort by Number or Description. Control Panel User Guide January 2010 89 Chapter 7: Administrating Communication Manager Context menu You can clear, copy or paste a service hours table. General You can set the following general settings. Number Displays the table number that you entered on the command line. Description Provides a description for the table. You can enter a 1 to 27-character alphanumeric table name.The default is blank. Example: Call-ahead Reservations Use time adjustment for time location Points to a field on the Locations screen for time zone offset and daylight savings time rule time adjustments. ● The Multiple Locations option must be enabled in order to administer more than one location (locations 2-250). ● You can assign a location to a gateway or to a network region. ● Administer the location where the incoming trunk terminates. Time Frames You can set the following time frame settings. 90 Control Panel User Guide January 2010 Overview of the screen Start/End Defines the range of office hours for each day of the week. Always make sure that the start time is earlier than the end time. hour - 0-23 minute - 0-59 The hour range must be within the specified day, from 00:00 (midnight) until 23:59. If a time range goes past midnight (for example, Friday 19:00 to Saturday 02:00), enter the time in two ranges. Set up the first range as Friday from 19:00 to 23:59 and the second range as Saturday from 00:00 to 01:59. A time is considered to be in the table from the first second of the start time (for example, 08:00:00). Also, it is still considered to be in the table until the last second of the end time (for example, 17:00:59). Software Version The tab Software Version shows the following information. ● Version ● Version On Disk ● Translation Date ● Translation Date On Disk ● Disk Second Copy The Software Version page also contains following two buttons: Refresh: Refreshes the software version details. Save Translation: Sends a command to Communication Manager to save the configured data to the disk. Control Panel User Guide January 2010 91 Chapter 7: Administrating Communication Manager 92 Control Panel User Guide January 2010 Chapter 8: Managing Services Contact Center Express Control Panel Interface To start Contact Center Express Control Panel: 1. Click the Start button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Server > Application Management Service > Console > Contact Center Express Control Panel. When Contact Center Express Control Panel starts up, it connects to Application Management Director, which is connected to all running Contact Center Express media stores, License Directors, XML Servers and Media Directors. Contact Center Express Control Panel displays information relating to those applications' configuration and operation in a tree structure. Control Panel User Guide January 2010 93 Chapter 8: Managing Services Note: Note: If you have installed a service and are viewing it in Contact Center Express Control Panel for the first time, it should automatically show the status as a running service. If not, you need to start it through Windows Services. After that initial startup, Application Management Service will 'know' about your service and you can stop and start it by right-clicking the service name inside Contact Center Express Control Panel and selecting either Start Service or Stop Service from the pop-up menu. 94 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Configure License Director To configure a specific License Director: 1. Right-click the license director node and select Edit. Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. Master License Director management URL. A drop-down list that allows you to easily select the location of a 'master' License Director which will be used if this License Director runs out of available licenses and needs to 'borrow' licenses from the master. The entry follows the format: gtcp://:29073/ ASLicenseDirectorManagement.rem. WebLM server URL. A text box where you can enter the URL of the WebLM server that you want to use with License Director. License Director uses this WebLM server for fetching the licenses. The URL entry follows the format: https:// :52233/WebLM/LicenseServer. Control Panel User Guide January 2010 95 Chapter 8: Managing Services Note: Note: You must use the actual port number of the WebLM server. WebLM uses 52233 as the default port number for CCE. License Director checks out all the licenses when the WebLM server starts and releases all the licenses when WebLM server shuts down. If the connection between the WebLM server and License Director breaks: Note: ● The WebLM server stops receiving new requests from License Director and after a timeout period of 600 seconds, the WebLM server releases all the checked out licenses from the WebLM server. ● The License Director fails to send the new request. It immediately releases all checked out licenses and tries to check out the licenses again every 30 seconds. Note: If you change the WebLM configuration, the License Director service must be restarted. A dialog box opens asking to restart the service. If there are more than one License Directors, each License Director must be assigned to a separate WebLM server. You can install WebLM server on the same server as Avaya CCE or on a standalone server over the network. If you run the License Director in the WebLM server mode, you cannot add licenses or delete licenses using Avaya CCE Control Panel. You have to add the required licenses to the WebLM server using the WebLM server interface. In the WebLM mode, the context menu Add License Key that appears when you right click the License Keys node in the left pane of CCE Control Panel are disabled. For more information on WebLM installation and configuration, please see WebLM documentation. Renew interval (sec). License Director renews WebLM licenses after every 30 seconds. If License Director fails to renew the licenses, it frees or releases all checked out licenses and try to renew again after 30 seconds. 2. To view what license keys exist for the License Director, expand the tree structure. 96 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 3. To add a license key to a License Director: a. Right-click the License Keys node and select Add License Key from the pop-up menu. The Add License Key tab for the License Director name appears: License type. The type of Contact Center Express license key. Available types are: ● CCE Voice 4.0. Required by: ● Agent (for the number of agents using Agent) ● Contact Center Express Desktop (when used for its voice functionality only) ● Supervisor (for the number of supervisors using Supervisor) ● XML Server (for the number of client applications that connect to XML Server) ● Applications built using Developer (for the number of users) ● Applications built using Agent as an out-of-process server (for the number of users) ● Applications built using Agent's VBA integrated development environment (for the number of users) ● CCE Multimedia 4.0. Required by Contact Center Express Desktop. ● CCE IVR 4.0. Required by Virtual Agent for the number of IVR ports it is configured to monitor. ● CCE MS-CRM 4.0. Required by MS CRM Connector. Control Panel User Guide January 2010 97 Chapter 8: Managing Services ● CCE IClarity 4.0. Required if you want to integrate Avaya iClarity with Contact Center Express Desktop or Agent. License key. The license key issued to you. Note: The license key contains information about the license expiry date, the maximum number of run-time licenses, and the license owner. Note: License owner. The name of the company or person who purchased the license key. 4. To save the information to the service, right-click anywhere on the tab and select Save and Close. Configuration File Some License Director parameters are not configurable from Contact Center Express Control Panel. They must be edited using the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Error Logging] This section is configured through Contact Center Express Control Panel. For more information, see Configure License Director on page 95. [General] Server Instance ID. A unique identifier for the server application, which is created automatically when it runs for the first time. Client Connections IP. The local IP address clients will connect to. Client Connections Port. The IP port number clients will connect to. The default is 29095. XML Transfer Log. If you want License Director to log data for the XML Transfer Server component (for debugging purposes), set this parameter to True. The default is False. Master Server Management Object URL. This parameter is configured through Contact Center Express Control Panel. For more information, see Configure License Director on page 95. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [License Keys] This section is configured via Contact Center Express Control Panel. For more information, see Configure License Director on page 95. 98 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Configure XML Server To configure a specific XML Server: 1. Right-click its node and select Edit. Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. Name service IP. The IP address of the XML Server naming service. Name service port. The IP port number of the XML Server naming service. By connecting to this port, clients get a list of currently configured XML interfaces (IP address/port number combinations) that they can connect to for service. The naming service default port is 29096. Control Panel User Guide January 2010 99 Chapter 8: Managing Services 2. To add a telephony server to a particular XML Server, right-click its Telephony Servers sub-node and select Add Telephony Server. The Add Telephony Server tab appears: 100 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 3. Use the following parameter descriptions: Enable Telephony Server. If selected, XML Server will connect to the telephony server. Friendly name. Any name you want to display for this application within Contact Center Express Control Panel. Tlink name. The name of the link this application will use to connect to the Avaya Telephony Server and switch. Tlink user name. The user name required to gain access to the link. Tlink user password. The password associated with above user name. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands). XML client IP. The IP address of one currently configured XML interface on the XML Server. Clients will use this IP address, in combination with XML Client Port, to open a link to the XML Server and connect to a telephony server stream. If the parameter is empty, the XML Server will accept connections on any configured IP address in the server's operating system. XML client port. The IP port number of one currently configured XML interface on the XML Server. Clients will use this port number, in combination with XML Client IP, to open a link to the XML Server and connect to a telephony server stream. This port can be static (for example: 29097) or set to 0, allowing the server's operating system to determine the port in the free pool between 1024 and 5000. If the server determines the port, clients will need to use the naming service to gather information for client connections. Perform agent events challenge. If selected, XML Server will request agent events from the Avaya Communication Manager. Name service response IP. The IP address or host name that will be returned in name service requests. 4. To save the information to the service, right-click anywhere on the tab and select Save and Close. Configuration File Some XML Server parameters are not configurable via Contact Center Express Control Panel; they must be edited via the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. Control Panel User Guide January 2010 101 Chapter 8: Managing Services [XML Name Service] This section is configured through Contact Center Express Control Panel. See Configure XML Server on page 99. [License Director] This section is configured through Contact Center Express Control Panel. See Configure XML Server on page 99. [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure XML Server on page 99. [Telephony Server 1] This section is configured through Contact Center Express Control Panel. See Configure XML Server on page 99. Configure Media Director To configure a specific Media Director: 102 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 1. Right-click its node and select Edit from the pop-up menu. Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. Control Panel User Guide January 2010 103 Chapter 8: Managing Services 2. To add a queue to a Media Director's configuration, right-click the Queues node and select Add Queue from the pop-up menu. The Add Queue tab appears: Queue ID. A unique identifier for this particular queue. The identifier must include an underscore between words. Spaces are not accepted. For example: Queue_1 VDN. The vector director number (VDN) the Avaya Communication Manager will dial to queue phantom calls to a skill. Note: Note: This VDN can not be used by any other queue. For example: VDN = 9830 Phantom station DN list. A list of stations the Avaya Communication Manager will use as originating points for this queue's phantom calls. Note: Note: These stations can not be used by any other queue. For example, Phantom Station DN List = 4500-4509,4510,4511. Phantom call UUI. The text (user-to-user information) sent to the client application by Media Director when it makes phantom calls. In this case, the default (PHANTOM_CALL) tells the client application that the call is a phantom call. Maximum queued work items. The maximum number of work items that can be waiting in this queue. If this is exceeded, Media Director returns an error to the media store. 104 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: If you want to use Contact Center Express's preferred agent functionality, it is recommended you set your maximum queued work items to at least 100. Note: Maximum queued phantom calls. The maximum number of phantom calls that can queue to the VDN. Dial phantom call when no clients. If ticked, phantom calls can be made when there are no Contact Center Express Desktop applications connected to the Media Director. Enable preferred agent. If ticked, work items will be queued to preferred agents (as set up in media store databases). If not selected, work items are queued to any agent logged into the skill. 3. To save the information to the service, right-click anywhere on the tab and select Save and Close. 4. To start a queue, right-click its node and select Start Queue. Configuration File Some Media Director parameters are not configurable via Contact Center Express Control Panel; they must be edited via the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Error Logging] This section is configured via Contact Center Express Control Panel. For more information, Configure Media Director on page 102. [General] Primary License Director IP. This parameter is configured via Contact Center Express Control Panel. For more information, Configure Media Director on page 102. Primary License Director Port. This parameter is configured via Contact Center Express Control Panel. For more information, Configure Media Director on page 102. Secondary License Director IP. This parameter is configured via Contact Center Express Control Panel. For more information, Configure Media Director on page 102. Secondary License Director Port. This parameter is configured via Contact Center Express Control Panel. For more information, Configure Media Director on page 102. Enable Telephony Trace Logging. A setting that allows you to log trace information for XML Client telephony operations. True=enabled, False=disabled. Enable Debug Trace. A setting that allows you to debug Agent using tools like DebugView. True=enabled, False=disabled. Control Panel User Guide January 2010 105 Chapter 8: Managing Services Process Interval Milliseconds. How regularly, in milliseconds, Media Director processes media store work items. The smaller the value, the quicker it processes work items but the more system resource it consumes on the machine it is running on. The valid value range is between 100 and 3000. The default value is 500. Telephony Operation Delay Milliseconds. The number of milliseconds between each telephony operation sent from the Media Director to the Telephony Server. For example, if the value is set to 100 and Media Director needs to make 20 phantom calls to deliver a set of work items, it will pause 100 milliseconds between making each call. This setting reduces peak pressure on XML Server and the Telephony Server. The smaller the value, the higher load on both servers. The valid value is between 0 and 5000. When 0 is assigned, there is no delay. The default value is 100. Server Instance ID. A unique identifier for the server application, which is created automatically when it runs for the first time. [Clients] Maximum Client Connections. The maximum number of inbound client connections that can be active at any one time. If this parameter is 0, there is no limit to the number of supported client connections. Sponsor Audit Interval Seconds. The time interval, in seconds, the KeepAlive method needs to be called to keep the client connection alive. [Media Stores] Sponsor Audit Interval Seconds. The time interval, in seconds, the KeepAlive method needs to be called to keep the media store connection alive. [Queues] Queue Type. The type of queue Media Director will use to distribute calls to available agents. 0=Switch, 1=InternalMI (reserved, not currently supported). Primary XML Server IP. This parameter is configured via Contact Center Express Control Panel. Primary XML Server Port. This parameter is configured through Contact Center Express Control Panel. See Configure Media Director on page 102. Secondary XML Server IP. This parameter is configured through Contact Center Express Control Panel. See Configure Media Director on page 102. Secondary XML Server Port. This parameter is configured through Contact Center Express Control Panel. See Configure Media Director on page 102. Primary Link Name. This parameter is configured through Contact Center Express Control Panel. See Configure Media Director on page 102. Secondary Link Name. This parameter is configured through Contact Center Express Control Panel. See Configure Media Director on page 102. 106 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Phantom Station Busy Interval Minutes. The length of time, in minutes, a station can be busy on a phantom call before the Media Director can re-use it to make another phantom call. The server will do this if all stations are busy (that means there are no idle stations for the server to use for delivering a new incoming work item) and the first call in the list exceeds the stated time. Stations could still be flagged as busy after the stated time because of a server fault or too many agents exceeding the expected (average) talk time. Snapshot Phantom Station Interval Minutes. How regularly, in minutes, the Media Director snapshots (checks) the phantom stations to verify if there are phantom calls on them. Recycle Phantom Call Interval Minutes. The length of time, in minutes, a phantom call will queue to a VDN waiting to be answered before it is cleared and redialed. The default value is 60. To disable phantom call recycling, set the value to 0. Maximum Time To Answer Seconds. The length of time, in seconds, a phantom call will ring unanswered on an agent's voice station before it is dropped and sent to another available agent logged into the VDN. This value should not be less than 60 seconds and should be used as a secondary measure to RONA (redirect on no answer). To disable this feature, set the value to 0. [Queue 1] This section is configured through Contact Center Express Control Panel. See Configure Media Director on page 102. [Queue 2] The parameters in [Queue 1] are repeated for each queue you want to configure. The number of queues are not limited but they must be listed in order. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. Configure Virtual Agent This form allows you to specify which station numbers Virtual Agent will monitor. Each station effectively becomes its own virtual agent, receiving incoming calls (work items) and passing them onto a particular worker plug-in for processing. You can control what work items the worker plug-in will accept by creating virtual agent groups and specifying those groups in the plug-in's configuration. The plug-in would only accept work items from agents belonging to those groups. You can also filter work items by specifying accepted work item types in the plug-in's configuration. Virtual Agent can monitor up to 300 stations in total. Control Panel User Guide January 2010 107 Chapter 8: Managing Services To configure virtual agent: 1. Right-click any virtual agent node and select Edit. Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. 2. To create a group of related virtual agents, right-click and select Add Virtual Agent Group. The below page opens: 3. Give your group a meaningful name and use the following parameter descriptions to complete the rest of the form: Use CM to answer incoming call. Select this check box if you want your Avaya Communication Manager to answer incoming calls. 108 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: The Auto Answer feature must be enabled in the switch. Leave it blank if you want the station Virtual Agent is monitoring to answer the call. Enable connection to Media Director. Select this check box if you are using Virtual Agent to process multimedia work items. Do not select it if you are using the service to process voice work items only. Connect to Media Director when agent logs in. Select this check box if you want Virtual Agent to connect to Media Director when the agent logs into the switch. Do not select it if you want the service to connect to Media Director as soon as it starts up. Agent Login mode. Select what work mode the agent is automatically placed in when they are logged in: ● Auxiliary (makes the agent unavailable to receive calls so they can do a non-call-related activity like taking a break or going to lunch) ● After Call Work (makes the agent unavailable to receive calls so they can perform a call-related activity like filling out a form) ● Available (makes the agent available to receive calls). Agent available mode. Select how an agent becomes available to receive another call after ending a call: ● Auto-In (the agent is automatically placed in Available mode after ending a call) ● Manual-In (the agent is automatically placed in After Call Work mode after ending a call and needs to manually make themselves Available). Maximum multimedia work items held by agent. Specify the maximum number of work items (phantom calls) a virtual agent in this group can have in established (answered) mode at any given time. If this number is reached, the station will not answer any further calls and will change to Auxiliary mode. Note: Note: A virtual agent can have several work items in established mode when it fails to distribute work items to worker plug-ins at the same rate it receives them. Control Panel User Guide January 2010 109 Chapter 8: Managing Services 4. To configure either the Web Service Worker Plug-in or the Outbound Worker Plug-in, right-click the plug-in node and select Edit. Supported CCE work item types. Select the work item types you want this plug-in to accept. If you do not tick any groups, the plug-in will accept work items of any type. Supported customized work item types. If your company has created its own customized work item types, type in the codes associated with the item types you want this plug-in to accept. Separate codes with a comma. Agent groups names. Select the virtual agent groups you want this plug-in to accept work items from. If you do not tick any groups, the plug-in will accept all work items from agents in any group. Configuration File Some Virtual Agent parameters are not configurable through Contact Center Express Control Panel; they must be edited via the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Service Plug In Host] Parameter descriptions can be found in Common Configurable Components on page 170. [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure Virtual Agent on page 107. [Plug In Assembly List] This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. 110 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface For example: Virtual Agent Section = Virtual Agent Outbound Worker Section = Outbound Worker [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [Client Connections] Parameter descriptions can be found in Common Configurable Components on page 170. [License Director] This section is configured via Contact Center Express Control Panel. See Configure Virtual Agent on page 107. [Virtual Agent] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASVirtualAgent.dll Get Outbound Programs Interval Minutes. How often, in minutes, Virtual Agent will poll media stores for a list of outbound programs being used by their queues. The minimum value is 5 minutes. [Outbound Worker] This section is configured through Contact Center Express Control Panel. See Configure Virtual Agent on page 107. [Media Director] This section is configured through Contact Center Express Control Panel. See Configure Virtual Agent on page 107. [XML Server] This section is configured through Contact Center Express Control Panel. See Configure Virtual Agent on page 107. Control Panel User Guide January 2010 111 Chapter 8: Managing Services [Virtual Agent Group A] This section is configured through Contact Center Express Control Panel. See Configure Virtual Agent on page 107. Configure Email Media Store To configure a specific Email Media Store: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. 112 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 1. To add a queue, right-click the Queues node and select Add Queue. The Add Queue screen appears with the General tab open. Email program ID. The ID of the program you want this email queue to use. Control Panel User Guide January 2010 113 Chapter 8: Managing Services Note: Note: The program must be sourced from the ASMediaStore Database this Email Media Store is connected to. Media Director queue ID for new email. The identifier of the queue in the Media Director that new email conversations will be sent to. The queue identifier must match one of the queue identifiers set up in the Media Director's configuration (see the Queue ID parameter). Media Director queue ID for return email. The identifier of the queue in the Media Director that returning emails (in an existing conversation) will be sent to. This can be the same queue identifier used for new email conversations or something different. The queue identifier must match one of the queue identifiers set up in the Media Director's configuration (see the Queue ID parameter). 114 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: Drop-down list boxes allow you to easily select a queue for new and return email. To view queue details inside Contact Center Express Control Panel, click the queue link. Media Director queue priority for new email. The priority with which new email conversations to this mailbox are queued in the Media Director. Because the Media Director creates priority lists from objects created by all types of media stores, it is important that this number is set by someone who has an overview of all media stores and the level of importance of all operating mailboxes. There is no limit on the priority number range you can use, but 1-10 is recommended with 1 being the highest. This priority is overridden for individual customers listed in the database's Priority Contact Table (see QueuePriority). Media Directory queue priority for return email. The priority with which returning emails to this mailbox are queued in the Media Director. This priority is overridden for individual customers listed in the database's Priority Contact Table (see QueuePriority). Media Director maximum queued items. The maximum number of email work items that can be queued to the Media Director from this queue. Downloaded mails will remain unprocessed by the media store to prevent this number from being exceeded. Email storage path. The path the Email Media Store uses when it saves email files. If this parameter is left blank, the files are stored in the current working directory under a folder named after the queue identifier (see Email Queue Identifier parameter). Email storage type. A value that controls how email files are organized when they are stored. Valid values are: Flat (the email files are stored in the Email storage path without any sub-structure), Daily (the email files are stored in the sub-folder of the Email storage path, which is created for each day named in the format of 'yyyymmdd'), Weekly (the email files are stored in the sub-folder of the Email storage path, which is created for each week named in the format of 'yyyy' plus letter 'w' in the middle and 'mmdd' of the Monday of this week at the end), and Monthly (the email files are stored in the sub-folder of the Email storage path, which is created for each month named in the format of 'yyyymm'). Administrator email address. The email address for the administrator of this queue. The administrator is notified of any email or system problems. Suspended email notification list. A comma-separated list of email addresses belonging to the supervisor(s) that will receive notification when a work item is suspended. Disable agent blind copy. If selected, the agent will not be able to enter any addresses in the Bcc field of replied and forwarded emails. Include original email when replying. If selected, the media store automatically inserts the content of the received email into the agent's replied email message. Allow agent to edit original email. If selected, the original email appears in the reply as an editable chunk of text. If unticked, the window is split with the original email in the bottom (non-editable) pane and the replied message in the top (editable) pane. This parameter only works if Include original email when replying is ticked. Limit agent response to sender. If selected, the agent will not be able to edit the email Control Panel User Guide January 2010 115 Chapter 8: Managing Services addresses of reply emails. Allow agent to change default RE reply email receiver. If selected, the agent will be able to change the default setting for the Reply Directly To Customer check box within an email work item that is being forwarded to a resident expert. The default setting is controlled by the RE reply to customer by default check box on the Components tab. Signature. Text that is automatically added to the bottom of any email the user replies to or forwards. Email address. The email address for this mailbox. This address can reference an individual, a department or signal a particular work-related purpose. The email address appears in the From field with any outgoing email. POP3 server name. The name or IP address of the mail server that offers inbound POP3 services. You must enter the POP3 server name to enable an agent to receive emails. POP3 server port. The port number of the mail server that offers inbound POP3 services. POP3 user name. The user name required for POP3 authentication with the mail server. This parameter represents the POP3 mailbox and cannot be left blank. POP3 password. The password associated with the above user name. You must enter the password to enable an agent to receive emails. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands). POP3 timeout. The length of time, in milliseconds, Email Media Store will wait for a response from the POP3 server once connected. The default value is 3000 (3 seconds). If 116 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface it fails to receive a response within the specified time, the media store sends a Major-level error to the error log and attempts to close the connection to the POP3 server by sending a QUIT command. If the quit request also times out, it will take double the time specified in the POP3 timeout parameter for the connection to the POP3 server to be dropped. Enable POP3 trace. A setting that allows you to log details about POP3 transactions and diagnose email download problems. Note: Note: If you enable POP3 tracing, the log file will reach its maximum size more quickly, and the performance of the Email Media Store may be affected. Mailbox check interval. The time interval, in seconds, between attempts to connect to the specified mail server and retrieve new mail items. This value has a lower limit of 10. If this value is not present, a default of 60 is used. This parameter works in conjunction with Maximum emails downloaded per polling to control the number of queued emails. Maximum emails downloaded per polling. The maximum number of mail items that can be downloaded during one poll of the mail server. This parameter works in conjunction with Mailbox check interval to control the number of queued emails. Maximum emails pending processing. The maximum number of unprocessed email conversations allowed in this queue. If this number is exceeded, the media store will temporarily stop polling the mail server. When the number has dropped below the threshold, polling will start again. If you have one Email Media Store set up in your contact center environment (this means a single queue is receiving email for a single email address), you should use the default value of 0 (infinity). The preferred method of controlling the number of queued emails is via the Maximum emails downloaded per polling and Mailbox check interval parameters. Temporary download path. The directory in which emails downloaded from the mail server will be stored until pre-processed. If you specify only a folder name, it will be saved in the application's installation folder. Automatically create download path. If ticked and there is no directory specified in the Temporary download path parameter, a directory with the format TempDownload_Queuename will be automatically created in the application's installation folder. Poll email when queue closed. If ticked, the Email Media Store will poll the mail server and download new mail items outside the queue's operating hours. Control Panel User Guide January 2010 117 Chapter 8: Managing Services Reply email address. The customer's reply email address for this queue. If an agent replies to a customer's email and the customer decides to email the agent back, this address appears in the customer's To field. This address can therefore be different from the address the customer used to initiate contact in the first email. If this parameter is left blank, the customer's reply email is the email address for this mailbox (see Email address parameter). SMTP server name. The name or IP address of the mail server that offers outbound SMTP services. You must enter the SMTP server name to enable an agent to send emails or replies. If you do not set the SMTP server name, the customer can not receive any autoresponses or emails from an agent. However, if you set the SMTP server name later, those autoresponses and emails are sent to the customer. SMTP server port. The port number of the mail server that offers outbound SMTP services. SMTP user name. The user name required for SMTP authentication with the mail server. SMTP password. The password associated with the above user name. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands). SMTP timeout. The length of time, in milliseconds, Email Media Store will wait for a response from the SMTP mail server once connected. The default value is 3000 (3 seconds). If it fails to receive a response within the specified time, the media store sends a Major-level error to the error log and attempts to close the connection to the mail server by sending a QUIT command. If the quit request also times out, it will take double the time specified in the SMTP timeout parameter for the connection to the mail server to be dropped. Enable SMTP trace. A setting that allows you to log details about SMTP transactions and diagnose email sending problems. 118 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: If you enable SMTP tracing, the log file will reach its maximum size more quickly, and the performance of the Email Media Store may be affected. Email aliases for replying all. A comma-separated list of email addresses that deliver email to the queue, and which will be removed from any address fields (To, Cc or Bcc) when sending a Reply To All response. You do not need to include the email address defined in the queue's Email address parameter. Closed Sender Group Auto Response: Auto response file. The name of the text file that contains the body of an email that is automatically sent if this queue is marked as a closed sender group (see Closed sender group parameter) and a new email is received from a user or domain not in the Allowed Sender Table. If this parameter is empty, no email is sent. If the option to use default auto response template files was selected during installation, the file name ClosedSender.txt appears. Email Media Store automatically searches for the auto response file in C:\ Program Files\Avaya\Contact Center Express\Server\Media Store\Email\Application\Email Auto Responses. If you want to change the location, specify the full file path along with the auto response file name. For example, I:\Email Media Store\Email Auto Responses\ClosedSenderGroup.txt. Control Panel User Guide January 2010 119 Chapter 8: Managing Services Note: Note: To ensure all language character sets display properly, the .txt file should be saved with Unicode encoding. If the file is saved with ANSI coding, Email Media Store must run in the locale of the language used. Auto response character set. The character set used for the body of the auto response message. The default is empty, which means the system default encoding will be used. This will generally be "iso-8859-1". Auto response subject. The text that will appear in the Subject line of the auto response message. The default is "Your email '{0}' is rejected", where {0} is the subject of the inbound email being responded to. Auto response attachments. A comma-separated list of files that will be attached to the email that will be sent when a new email is received from a user or domain not in the Allowed Sender Table when this queue is marked as a closed sender group. Denied Sender Auto Response: Auto response file. The name of the text file that contains the body of an email that is automatically sent when a new email is received from a user or domain in the Denied Sender Table. This email is only sent if the EDLNotify parameter is activated against the user in the Denied Sender Table. If the Denied Sender Auto response file parameter is empty, no email is sent. If the option to use default auto response template files was selected during installation, the file name Denied.txt appears. Email Media Store automatically searches for the auto response file in C:\Program Files\Avaya\ Contact Center Express\Server\Media Store\Email\Application\Email Auto Responses. If you want to change the location, specify the full file path along with the auto response file name. For example, I:\Email Media Store\Email Auto Responses\DeniedSender.txt. Note: Note: To ensure all language character sets display properly, the .txt file should be saved with Unicode encoding. If the file is saved with ANSI coding, Email Media Store must run in the locale of the language used. Auto response character set. The character set used for the body of the auto response message. The default is empty, which means the system default encoding will be used. This will generally be "iso-8859-1". Auto response subject. The text that will appear in the Subject line of the auto response message. The default is "Your email '{0}' is denied", where {0} is the subject of the inbound email being responded to. Auto response attachments. A comma-separated list of files that will be attached to the email that will be sent when a new email is received from a user or domain on the Denied Sender Table. 120 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface In Hours Auto Response: Auto response file. The name of the text file that contains the body of an email that is automatically sent when a new email is received inside the queue's operating hours. The text file should confirm that the email has been received and will be responded to shortly. Emails that are part of an existing email conversation do not generate this auto response. If this parameter is empty, no email is sent. If the option to use default auto response template files was selected during installation, the file name InHours.txt appears. Email Media Store automatically searches for the auto response file in C:\Program Files\ Avaya\Contact Center Express\Server\Media Store\Email\Application\ Email Auto Responses. If you want to change the location, specify the full file path along with the auto response file name. For example, I:\Email Media Store\Email Auto Responses\DuringOperatingHours.txt. Note: Note: To ensure all language character sets display properly, the .txt file should be saved with Unicode encoding. If the file is saved with ANSI coding, Email Media Store must run in the locale of the language used. Auto response character set. The character set used for the body of the auto response message. The default is empty, which means the system default encoding will be used. This will generally be "iso-8859-1". Auto response subject. The text that will appear in the Subject line of the auto response message. The default is "Your email '{0}' was accepted", where {0} is the subject of the inbound email being responded to. Auto response attachments. A comma-separated list of files that will be attached to the email that will be sent when a new email is received inside normal working hours. Out of Hours Auto Response: Auto response file. The name of the text file that contains the body of an email that is automatically sent when a new email is received outside the queue's operating hours. This text could confirm that the email has been received and will be responded to the next day. Emails that are part of an existing email conversation do not generate this auto response. If this parameter is empty, no email is sent. If the option to use default auto response template files was selected during installation, the file name OutHours.txt appears. Email Media Store automatically searches for the auto response file in C:\Program Files\Avaya\ Contact Center Express\Server\Media Store\Email\Application\Email Auto Responses. If you want to change the location, specify the full file path along with the auto response file name. For example, I:\Email Media Store\Email Auto Responses\ OutsideOperatingHours.txt. Control Panel User Guide January 2010 121 Chapter 8: Managing Services Note: Note: To ensure all language character sets display properly, the .txt file should be saved with Unicode encoding. If the file is saved with ANSI coding, Email Media Store must run in the locale of the language used. Auto response character set. The character set used for the body of the auto response message. The default is empty, which means the system default encoding will be used. This will generally be "iso-8859-1". Auto response subject. The text that will appear in the Subject line of the auto response message. The default is "Your email '{0}' was accepted", where {0} is the subject of the inbound email being responded to. Auto response attachments. A comma-separated list of files that will be attached to the email that will be sent when a new email is received outside normal working hours. Select (tick) the preprocessors and postprocessors you want to enable. Some components ask you to specify additional information when they are selected. 122 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Resident Expert Response Pre-processor: RE list. A comma-separated list of email addresses belonging to the resident experts for this queue. Instructions file name direct to customer. The file to be attached to emails forwarded to a resident expert when the expert is expected to reply directly to the customer. Email Media Store automatically searches for the file in its own installation folder. If you want to change the location, specify the full file path along with the file name. Instructions file name return to agent. The file to be attached to emails forwarded to a resident expert when the expert is expected to reply to the agent. Email Media Store automatically searches for the file in its own installation folder. If you want to change the location, specify the full file path along with the file name. RE footer content file. The name of the text file that contains the body of the footer which is included in each messages forwarded to the resident expert. RE footer character set. The character set with which the footer text will be encoded. The default is the default encoding of the server. RE subject prefix. The text that will prefix the subject of messages forwarded to the resident expert. The default is "Forward To RE :". RE reply to customer by default. If ticked, the Reply Directly To Customer check box within an email work item that is being forwarded to a resident expert will be automatically ticked. If unticked, the resident expert's reply will be sent to the Media Director for redistribution to the next available agent. Control Panel User Guide January 2010 123 Chapter 8: Managing Services RE deliberation interval. The length of time, in minutes, an email will wait in a resident expert's Inbox, without being replied to, before it is sent back to the Media Director for redistribution to the next available agent. The default is 60. If set to 0, the email will never return to the agent queue. Automatic Bcc Post-Processor: Queue automatic blind copy addresses. A comma-separated list of addresses that will always be Bcc'ed on reply emails from this queue. 124 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Auto Footer Text Post-Processor: Auto footer file name. The name of the file that contains the text that will appear at the bottom of every email sent by an agent. If the option to use default auto response template files was selected during installation, the file name AutoFooter.txt appears. Email Media Store automatically searches for the auto response file in C:\Program Files\Avaya\Contact Center Express\Server\Media Store\Email\Application\Email Auto Responses. If you want to change the location, specify the full file path along with the auto response file name. For example, I:\Email Media Store\Email Auto Responses\AutoFooter.txt. Note: Note: To ensure all language character sets display properly, the .txt file should be saved with Unicode encoding. If the file is saved with ANSI coding, Email Media Store must run in the locale of the language used. Auto footer character set. The character set with which the auto-footer message will be encoded. The default is the default encoding of the server. 2. To save your changes (in memory), right-click anywhere on the tab and select Save and Close from the pop-up menu. 3. To immediately apply any media store (including queue) changes in the configuration file, right-click the media store node and select Commit Change from the pop-up menu. 4. To start a queue, right-click its node and select Start Queue from the pop-up menu. Control Panel User Guide January 2010 125 Chapter 8: Managing Services Configuration File Some Email Media Store parameters are not configurable via Contact Center Express Control Panel; they must be edited via the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Service Plug In Host] Parameter descriptions can be found in Common Configurable Components on page 170. [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure Email Media Store on page 112. [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [License Director] Parameter descriptions can be found in Common Configurable Components on page 170. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [Client Connections] Parameter descriptions can be found in Common Configurable Components on page 170. [Media Store] Media Store Name. A unique name for this media store. This is the name the media store passes to the Media Director. Media Store URL. The URL used by remoting clients to connect to this media store. The URL must use the following format: gtcp://FullyQualifiedComputerName:29097/ EmailQueueManager.rem. Queue Progress Update Interval Seconds. How often, in seconds, the media store fires the QueueProgressUpdate event. This event communicates information about the queue's status and how many work items in the queue are in the established, queued or pending state. The minimum is 10 seconds, the maximum is 3600. Enable Log Loaded Configuration. If set to True, this parameter creates log files that record what email queues have loaded, and what database and Media Director the Email Media Store is connected to. 126 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface [Auto Reply Email Rules] This optional section allows you to prevent out-of-office replies queuing to the media store. If the text specified in one of the rules matches that which displays in an incoming email's Subject field, the email is discarded. You can set up as many rules as you require. Rule n. The text that will appear in any part of the Subject field and cause the email to be discarded. In most cases, the text is that which is set up by default in the company email system. The rule should use regular expression to increase your control over the accuracy of the match. For example, if you want to discard an email which contains 'Auto-reply' at beginning of the subject, use the rule: Rule 1 = ^Auto-reply Even though regular expression is recommended, a normal string of text will work as well. For example, if you want to discard an email which contains 'Out of Office' in any part of the subject, use the rule: Rule 1 = Out of Office [Error In Sending Email Rules] This optional section allows you to forward emails with sent errors to an administrator (the administrator configured for the email queue that received the email). Each rule consists of two parts separated by a comma. If the text before the comma matches that which displays in an incoming email's From field, and the text after the comma matches that which displays in the Subject field, the email is forwarded. You can set up as many rules as you require. Rule n. The two pieces of text that will respectively appear in any part of the From and Subject fields and cause the email to be forwarded. For example: Rule 1=System Administrator, Undeliverable In most cases, the text is that which is set up by default in the company email system. Note: Note: If you have programming expertise, you can use regular expression to increase your control over the accuracy of the match. For example: Rule 1=System Administrator, ^Undeliverable. Currently there are two hard-coded rules that work by default: Rule 10=System Administrator, ^Undeliverable If the From field contains 'System Administrator' and the Subject field starts with 'Undeliverable', the email is forwarded. Rule 20=postmaster@, (delivery).*(failure) If the From field contains 'postmaster@' and the Subject field contains 'delivery' and 'failure', the email is forwarded. Control Panel User Guide January 2010 127 Chapter 8: Managing Services [Plug In Assembly List] This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. For example: Master = Master POP3 Receiver = POP3 Receiver Pre Processors = Pre Processors Post Processors = Post Processors SMTP Sender = SMTP Sender IDS Media Store Plugin = IDS Media Store Plugin [Master] Plugin ID. A globally unique identifier (GUID) that identifies this plugin. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASEmailMediaStore.Master.dll [POP3 Receiver] Plugin ID. A globally unique identifier (GUID) that identifies this plugin. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASEmailMediaStore.POP3Receiver.dll [Pre Processors] Plugin ID. A globally unique identifier (GUID) that identifies this plugin. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASEmailMediaStore.PreProcessors.dll 128 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Preprocessors. A list of components that will be applied, in order, to an incoming email to determine how it should be handled. Do not change the default values: A , ASEmailMediaStore.PreProcessorContactID.dll | B , ASEmailMediaStore.PreProcessorLoopEmail.dll | C , ASEmailMediaStore.PreProcessorUnsupportedEmail.dll | D , ASEmailMediaStore.PreProcessorAutoReply.dll | E , ASEmailMediaStore.PreProcessorErrorInSending.dll | F , ASEmailMediaStore.PreProcessorBinaryEmail.dll | G , ASEmailMediaStore.PreProcessorREResponse.dll | H , ASEmailMediaStore.PreProcessorLastAgentRouting.dll | I , ASEmailMediaStore.PreProcessorValidateContact.dll | J , ASEmailMediaStore.PreProcessorDefault.dll [Post Processors] Plugin ID. A globally unique identifier (GUID) that identifies this plugin. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASEmailMediaStore.PostProcessors.dll Postprocessors. A list of components that will be applied, in order, to an outgoing email to determine how it should be handled. Do not change the default values: A , ASEmailMediaStore.PostProcessorAutomaticBcc.dll | B , ASEmailMediaStore.PostProcessorAutoFooterText.dll [SMTP Sender] Plugin ID. A globally unique identifier (GUID) that identifies this plugin. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASEmailMediaStore.SMTPSender.dll [IDS Media Store Plugin] Plugin ID. An ID automatically created by the plug-in when it first runs. Leave blank. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the media store application), also specify the file path. For this plug-in, use: ASIDSMediaStorePlugin.dll Control Panel User Guide January 2010 129 Chapter 8: Managing Services Server Instance Auto Connect Type. If this value is the same as the Server Instance Type specified within Interaction Data Server - Multimedia's configuration, a connection with the Interaction Data Server - Multimedia is automatically established when this application starts up. Typically, you would leave the default value, which is the well-known GUID of Interaction Data Server - Multimedia. Note: Note: The automatic connection also relies on multicasting being enabled and the Multicast IP and Multicast Port being the same as those specified within Interaction Data Server - Multimedia's configuration. Local Address. If you leave this parameter blank, the machine's local address is automatically used to establish a connection with Interaction Data Server - Multimedia. If the machine has more than one network card, you can specify the one you want to use. Multicast Group Address. The IP address that will be used for multicasting between applications. The default is 239.29.9.67. Multicast Group Port. The port number that will be used for multicasting between applications. The default is 29078. Receive Buffer Length. The maximum number of events that can be saved in the IDS Media Store Plug-in's internal queue. If the connection between the plug-in and the Interaction Data Server - Multimedia is working, the queue is usually empty. If the connection is lost, events sent to the plug-in are retained until the connection is re-established. The default is 20000. Enable Trace. A setting that allows you to send application error information to the debug window. True=enabled, False=disabled. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. [Media Director] This section is configured through Contact Center Express Control Panel. See Configure Email Media Store on page 112. [Database] This section is configured through Contact Center Express Control Panel. See Configure Email Media Store on page 112. [AS Contact Database] This section is configured through Contact Center Express Control Panel. See Configure Email Media Store on page 112. 130 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface [Email Queue n] Every mailbox that receives email is represented by an email queue. Each email queue has its own section in the configuration, the name of which must begin with the case-sensitive text 'Email Queue'. Queues are configured via Contact Center Express Control Panel. See Configure Email Media Store on page 112. Configure Preview Contact Media Store To configure a specific Preview Contact Media Store: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. 1. To view the programs available to this Preview Contact Media Store, expand the Interactions node. Note: Note: Your media store will automatically display (and make available) any program inside the ASMediaStore Database it is connected to. A program will not run if it is disabled or it does not have contacts assigned against it. The only exception to this is a program designed exclusively for routing Microsoft CRM activities. 2. To assign a group of contacts to a particular program (and therefore create your list of interactions): Control Panel User Guide January 2010 131 Chapter 8: Managing Services a. Right-click the program and select Load New Interactions. The Load Interactions tab appears: b. Click Browse and locate your CSV or Excel file of contacts. Column headings from the file you are loading are automatically matched with columns in the database schema. 132 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: In order for the customer's contact record to display as part of the Preview Contact work item, the Customer ID must match the Contact ID inside the ASContact Database. c. If required, use the drop-down selection to ensure the imported data matches the appropriate database schema column. Note: Note: You can send out more than one message by specifying more than one method of contact and media store type. d. Click Start. The contact list is saved in the ASMediaStore Database and displays under the program node. Control Panel User Guide January 2010 133 Chapter 8: Managing Services Configuration File Some Preview Contact Media Store parameters are not configurable via Contact Center Express Control Panel; they must be edited via the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [General] Media Store Name. A unique name for this media store. This is the name the media store passes to the Media Director. Media Store URL. The URL used by remoting clients to connect to this media store. The URL must use the following format: gtcp://FullyQualifiedComputerName:29098/PreviewContact.rem. QueueProgressUpdate Event Fire Interval Seconds. How often, in seconds, Preview Contact Media Store fires the QueueProgressUpdate event. The default is 10 seconds. [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [Media Director] This section is configured through Contact Center Express Control Panel. See Configure Preview Contact Media Store on page 131. Seconds Before Work Item Expires in Media Director Queue. The length of time, in seconds, Media Director will hold work items from this media store. If a queued work item exceeds this interval, it is removed from the queue and the media store is notified so it can be re-sent. If set to 0, work items will never expire. [Database] This section is configured via Contact Center Express Control Panel. See Configure Preview Contact Media Store on page 131. [Error Logging] This section is configured via Contact Center Express Control Panel. See Configure Preview Contact Media Store on page 131. [Plug In Assembly List] This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. For example: 134 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface IDS Media Store Plugin = IDS Media Store Plugin ;MS CRM Svc Plugin = MS CRM Svc Plugin Note: Note: To enable the MS CRM Svc Plugin, remove the semicolon. [IDS Media Store Plugin] Parameter descriptions can be found in Common Configurable Components on page 170. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [MS CRM Svc Plugin] The following plug-in allows you to to deliver Microsoft CRM activities (task, email, fax, letter, phone call, campaign response, appointment or service) to a public Microsoft CRM queue, which Contact Center Express Desktop can then collect and distribute to call center agents. For a more information on how to integrate Microsoft CRM, refer to the Contact Center Express Desktop User Guide. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASMSCRMSvcPlugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. MS CRM Login User Name. The user name for logging into Microsoft CRM Webservices. MS CRM Login User Password. The password associated with the above user name. MS CRM Domain Name. The Windows domain name of the Microsoft CRM Server. MS CRM Web Service URL. THe URL of the Microsoft CRM CrmService. The default is: http:// YourMSCRMServer/mscrmservices/2006/crmservice.asmx MS CRM Web Service Reconnect Interval. When the connection to the Microsoft CRM Web Service has failed, this value determines, how often, in seconds, MS CRM Svc Plug-in will wait before attempting to reconnect to it. The default is 300. MS CRM Public Queues Workflowed Via CCE. The name of the public queue MS CRM Svc Plug-in will check for new activities and the name of the Contact Center Express program ID it will use. The parameter takes the format MS CRM Public Queues Workflowed Via CCE=MSCRMPublicQueueName:CCEPreviewContactProgramId Note: Note: If you want to work flow Microsoft CRM activities via two or more public queues, separate the values with a comma. For example, MS CRM Public Queues Workflowed Via CCE=MSCRMPublicQueueName:CCEPreviewContactProgramId, MSCRMPublicQueueName:CCEPreviewContactProgramId Control Panel User Guide January 2010 135 Chapter 8: Managing Services MS CRM Public Queues Check Interval. How often, in seconds, MS CRM Svc Plug-in will check Microsoft CRM public queues for new activities to distribute to call center agents. The default is 300. Service Restart Synchronization Wait Interval. If Preview Contact Media Store has to restart when Microsoft CRM work items have already been created but not yet delivered to agents, this parameter determines how long, in seconds, MS CRM Svc Plug-in will wait for the media store to tell it how many items remain in the ASMediaStore Database. After this interval, the plug-in will start checking the Microsoft CRM public queue again for activities. If it will ignore any activities for which Microsoft CRM work items already exist. The default is 300. Note: Note: It is preferable that the number of work items that can queue inside Media Director is larger than the number of Microsoft CRM work items that can remain in the ASMediaStore Database) if Preview Contact Media Store shuts down. The recommended Maximum queued work items (see "Configure Media Director" on page 67) setting is 100 or more. Configure Voice Media Store To configure a specific Voice Media Store: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. 136 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 1. To add an XML Server, right-click the XML Servers node and select Add XML Server from the pop-up menu. The Add XML Server tab appears: XML Server name. Type a meaningful name for your XML Server. This name will display as a node in the tree interface. Program ID. Select the program you want to use for all voice work items generated via monitored stations or VDNs. Control Panel User Guide January 2010 137 Chapter 8: Managing Services Note: Note: The programs that display in the drop-down list are those stored in the ASMediaStore Database that this Voice Media Store is connected to. Primary XML Server IP and Primary link name. Type the IP address of the XML Server and select the link this application will use to connect to the Avaya Telephony Server and switch. Optionally, select a secondary XML Server. Station list. Type a list of station numbers that will be monitored by Voice Media Store. Separate stations with a comma and use a hyphen to indicate a range. VDN group list. Select the VDN groups that will be monitored by Voice Media Store. Note: Note: If you haven't yet set up your VDN groups, you will need to complete this section later. 2. To save the information to the service, right-click anywhere on the tab and select Save and Close from the pop-up menu. 3. To add a VDN group, right-click the VDN Groups node and select Add VDN Group from the pop-up menu. The Add VDN Group tab appears. VDN group name. Type a meaningful name for this related group of VDNs. VDN list. Type a list of VDN extension numbers that will be monitored by Voice Media Store. Separate VDNs with a comma and use a hyphen to indicate a range. Program ID. Select the program you want to use for work items generated for phone calls that queue to these VDNs. 138 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: This program ID value will override any other program ID associated with the call, eg. the program ID specified by the XML Server or a previous VDN. Program ID override. Leave this check box unselected if you want work items to keep the program ID set by the previous VDN or XML Server. Tick the box if you want the program ID to be overridden by the value specified in the Program ID parameter. Routing VDN group. Select this check box if you want Voice Media Store to register the VDNs in this group for routing operations. Control Panel User Guide January 2010 139 Chapter 8: Managing Services Note: Note: This must be ticked if you plan to use the Customer Identification Assistant feature. From the VDN list that automatically displays in the Private VDN tab, select any VDNs the media store will treat as private and will not record collected digits and UUI information for. Enable Abandon Call Assistant. Select this check box to use the Abandon Call Assistant feature. Call Preview Contact Media Store URL. Specify the URL of the Preview Contact Media Store that will be used to create abandoned call work items. Abandoned call Preview Contact program ID. Select the program that will process abandoned call work items. Abandoned call suspend offset minutes. Specify how long, in minutes, you want to suspend an abandoned call work item before it is delivered to an agent. The default is 0. Only identified callers. Select this check box if you only want to call back callers who have been positively identified in the ASContact Database. 140 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Excluded VDNs. Select the VDNs that will not use the Abandon Call Assistant feature. Note: Note: The VDN has to be the last VDN in the delivered sequence. Enable Customer Identification Assistant. Select this check box to use the Customer Identification Assistant feature. Control Panel User Guide January 2010 141 Chapter 8: Managing Services Note: Note: To enable the form, you must register this VDN group for routing operations by ticking the Routing VDN group check box. Skip feature if contact ID populated. Select this check box if you want this feature to be disabled for any work items that contain the contact ID (the contact ID could be a GUID, an email address or the customer's name). VDN. Select the VDN in the group that will trigger the Customer Identification Assistant feature. First option call data. Select the first type of data Voice Media Store will use when searching for a match in the ASContact Database. First option contact field. Select the name of the column within ASContact Database that Voice Media Store will check for the match. Use the above two parameter definitions to set up the second and third call data search. Success destination. Type the VDN or station number calls to this VDN will be redirected to if one of the checks provides a successful match. Failure destination. Type the VDN or station number calls to this VDN will be redirected to if none of the checks provide a successful match. Maximum tries. Specify how many times you will allow a single call to pass through this feature for checking. Maximum tries exceeded destination. Type the VDN or station number calls to this VDN will be redirected to if the final check (after passing through the feature for the last time) does not provide a successful match. 142 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: This parameter assumes you have set the Maximum tries parameter to two or more. Enable Customer Requested Callback. Select this check box to use the Customer Requested Callback feature. Callback Preview Contact Media Store URL. Specify the URL of the Preview Contact Media Store that will be used to create call back work items. Callback Preview Contact program ID. Select the program that will process call back work items. Callback suspend offset minutes. Specify how long, in minutes, you want to suspend a call back call work item before it is delivered to an agent. The default is 0. Callback VDN. Select the VDN in the group that will trigger the creation of a call back work item. 4. To save the information to the service, right-click anywhere on the tab and select Save and Close from the pop-up menu. Configuration File Some Voice Media Store parameters are not configurable via Contact Center Express Control Panel; they must be edited via the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Service Plug In Host] Parameter descriptions can be found in Common Configurable Components on page 170. Control Panel User Guide January 2010 143 Chapter 8: Managing Services [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure Voice Media Store on page 136. [Plug In Assembly List] This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. For example: Voice Media Store Plug In = Voice Media Store IDS Media Store Plugin = IDS Media Store Plugin [Voice Media Store] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASVoiceMediaStore.dll Media Store URL. The URL used by remoting clients to connect to this media store. The URL must use the following format: gtcp://FullyQualifiedComputerName:29072/ Voice.rem. [IDS Media Store Plugin] Parameter descriptions can be found in Common Configurable Components on page 170. [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [Client Connections] Parameter descriptions can be found in Common Configurable Components on page 170. [Media Director] This section is configured through Contact Center Express Control Panel. See Configure Voice Media Store on page 136. [Database] This section is configured through Contact Center Express Control Panel. See Configure Voice Media Store on page 136. 144 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface [XML Server] This section is configured through Contact Center Express Control Panel. See Configure Voice Media Store on page 136. [VDN Group1] This section is configured through Contact Center Express Control Panel. See Configure Voice Media Store on page 136. [License Director] Parameter descriptions can be found in Common Configurable Components on page 170. Configure Simple Messaging Media Store To configure a specific Simple Messaging Media Store: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. 1. To see what gateways are connected to a Simple Messaging Media Store, click the Gateways node. Control Panel User Guide January 2010 145 Chapter 8: Managing Services 2. To add a queue to a Simple Messaging Media Store's configuration, right-click the Queues for Media Gateways node and select Add Queue. The Add Queue tab appears: 3. Use the following parameter descriptions: Queue ID. A unique identifier for this queue. Media Director queue. The identifier of the queue in the Media Director that this queue will send simple message conversation requests to. Queue status. The operating status of the queue. Possible values are: Open (currently open), Closed (currently closed) or Use Operating Hours (open only during the hours specified in the schedule used by this queue (the schedule is attached to the program used by this queue). Program ID. The ID of the program you want this queue to use. 146 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: The program must be sourced from the ASMediaStore Database this Simple Messaging Media Store is connected to. Culture. The locale used by the queue when it sends progress messages to the customer. If you use the standard 'en' locale, messages appear in English, likewise 'fr' defaults to French, 'de' to German, 'it' to Italian, 'es' to Spanish, 'es-CO' to Spanish Colombian, 'pt' to Portuguese (Brazilian), 'ru' to Russian, 'ko' to Korean, 'ja' to Japanese, 'zh-CHT' to Traditional Chinese, and 'zh-CHS' to Simplified Chinese. Standard localized strings are retrieved from a set of global (compiled) resource files in Simple Messaging Media Store's installation folder. In addition, the culture can be custom-defined. To use a custom-defined culture, you must specify one of the custom cultures defined in the Globalization section of this configuration file (for example: fr-CA). The section relating to that culture contains the custom language resource identifier and custom operating hours format. Request validation function. The type of customer ID validation. This value represents a stored function in the SQL Server database. Values are IsMatchExactAddress or IsMatchOnEmailAddress. If no validation is specified or the specified validation does not exist on the SQL Server, IsMatchExactAddress is automatically used. Supress going backwards progress messages. If ticked, customers will not receive progress messages informing them their place in the queue has gone backwards. This would happen if the queue receives a work item from a customer with a higher-priority rating. Seconds before offline interaction expires. The number of seconds an offline work item (for example, a work item created from a text message) that an agent has replied to will wait at the agent's desktop before expiring. If the agent does not receive a reply from the customer within the specified time, it expires. If the customer replies outside the time limit, the reply will sit in the database and be queued for delivery through the normal queuing process. Offline interaction autoclose. If ticked, this parameter automatically closes an offline work item (that means a work item created from a text message) as soon as the agent replies to it. 4. To save the information to the service, right-click anywhere on the tab and select Save and Close from the pop-up menu. Control Panel User Guide January 2010 147 Chapter 8: Managing Services 5. To view an existing queue, click its node. The queue summary is split into two panels: general parameters and customer parameters. Customer parameters come from the media store's configuration file and the ASMediaStore Database (see the attributes of the program the queue is using.) 6. To close a queue, and for the closure to be immediately effective, right-click the queue node and select Close from the pop-up menu. To open it again, right-click and select Open. 7. To automatically close and open a queue according to the queue's operating hours, right-click the queue node and select Use Operating Hours from the pop-up menu. 148 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Configuration File Some Simple Messaging Media Store parameters are not configurable through Contact Center Express Control Panel; they must be edited through the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Startup] Version. The version of this configuration file. Version information is made up of the following values: Major version, minor version, build number and revision number. [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. [Globalization] Default Culture. The locale used by the Simple Messaging Media Store when it sends system messages to the agent. If you use the 'en' locale, messages appear in English, likewise 'fr' defaults to French, 'de' to German, 'it' to Italian, 'es' to Spanish, 'es-CO' to Spanish Colombian, 'pt' to Portuguese (Brazilian), 'ru' to Russian, 'ko' to Korean, 'ja' to Japanese, 'zh-CHT' to Traditional Chinese, and 'zh-CHS' to Simplified Chinese. Note: Note: This remaining part of this section contains a list of custom cultures you want to set up for use by Simple Messaging Media Store queues. You can create as many custom cultures as you like. Each culture has its own section of configuration details, so the specified culture name must match the section heading. Culture 1. A name for the custom culture to be used by one (or more) Simple Messaging Media Store queues. It is highly recommended that you start the custom culture name with the standard .net culture name, for example 'fr', and end it with something meaningful. In the following example, we have used a further language identifier as the suffix: Culture 1=fr-CA. [fr-CA] Custom Language. The custom language resource identifier for your custom culture. The identifier has the format xx-XX-xx. You can find the identifier from the custom language resource files, which follow the format: ASResource..resx. If your resource file is ASResorce.fr-CA-CCE.resx, you would use Custom Language=fr-CA-CCE. Control Panel User Guide January 2010 149 Chapter 8: Managing Services [Media Director] This section is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. [Database] This section is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. [AS Contact Database] This section is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. [Simple Messaging Media Store] Administrator. The email address of the administrator you want customers to contact should there be an issue. This address is added to Message for Contact Administrator progress message via the %1 placeholder. Media Store Name. A unique name for this media store. This is the name the media store passes to the Media Director. Simple Messaging Media Store Remote Factory URI. The URI (Uniform Resource Identifier) of the remote communication object factory on the Simple Messaging Media Store. In this case, the URI is SMMSRemoteFactory.rem Media Client Service URL. The URL used by remoting clients to connect to this media store. The URL must use the following format: channeltype:// fullyqualifiedcomputername:port/uri. If the entry is empty, a default URL is automatically created: gtcp://fullyqualifiedlocalcomputername:29085/ MediaClientSvc.rem Simple Messaging Master Plugin URL. The URL for connecting Simple Messaging Plug-in to Simple Messaging Media Store. The URL must use the following format: channeltype:// fullyqualifiedcomputername:port/uri. If the entry is empty, a default URL is automatically created: gtcp://fullyqualifiedlocalcomputername:29085/SMMSMasterPlugin.rem Seconds to Reconnect to Media Director. The length of time, in seconds, the media store will wait before trying to reconnect to the Media Director after it fails the first time. Seconds to Keep Simple Messaging Object Alive. How regularly, in seconds, the gateway will tell the Simple Messaging Media Store to keep the message communication object, ASSimpleMessageObj alive. Seconds to Keep Work Item Alive. How regularly, in seconds, the client application will tell the Simple Messaging Media Store to keep the conversation request work item alive. 150 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Seconds Before Work Item Expires in Media Director Queue. The length of time, in seconds, Media Director will hold work items from this media store. If a queued work item exceeds this interval, it is removed from the queue and the media store is notified so it can be re-sent. If set to 0, work items will never expire. Minutes to Check AutoText Version. How often, in minutes, Simple Messaging Media Store checks the database to see if information in every specified AutoText group (see each gateway queue below) has changed. If the version number of the AutoText group has changed, signifying an update, the updated information is sent to Contact Center Express Desktop for the agent to use. Seconds to Update Queue Progress. How often, in seconds, the media store communicates information about the queue's status and how many work items in the queue are in the established, queued or pending state. The minimum is 10 seconds, the maximum is 3600. Autorestart If No Queued Items. If a critical parameter for this media store is changed via Contact Center Express Control Panel and Autorestart If No Queued Items is set to True, the media store will restart (update) immediately when there are no queued or delivered items in the Media Director. If set to False, you must restart the media store manually to activate critical parameter changes. [Queues for Media Gateway] A list of queues you want to set up within Simple Messaging Media Store to receive simple message conversation requests from Contact Center Express media gateways. You can create as many queues as you like. Each queue has its own section of configuration details, so the specified queue name must match the section heading. Queue 1. A user-defined name for a media gateway queue. For example: Queue 1=Sales [Sales] Queue Status. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Queue Privacy. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Media Director Queue. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Program ID. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Request Validation Function. This parameter through configured via Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Culture. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Seconds Before Offline Interaction Expires. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Control Panel User Guide January 2010 151 Chapter 8: Managing Services Offline Interaction Autoclose. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Supress Going Backwards Progress Messages. This parameter is configured through Contact Center Express Control Panel. See Configure Simple Messaging Media Store on page 145. Number of Next Schedules to Display. If a customer makes contact outside queue hours, the value you enter here controls how many upcoming open-hour schedules are presented to the customer. For example, if you enter 3, the open and close times for the next three schedules are displayed, along with the out-of-hours progress message. Note: Note: More schedules will display if the number of Days to Display Next Schedules includes more schedules. The default is 7. Days to Display Next Schedules. If a customer makes contact outside queue hours, the value you enter here controls how many days of open-hour schedules are presented to the customer. For example, if you enter 5, the open and close times for all schedules that run over the next five days are displayed. Note: Note: More schedules will display if the Number of Next Schedules to Display specifies more than there are within Days to Display Next Schedules. The default is 7. [Plug In Assembly List] This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. For example: Master Plugin = Master Plugin IDS Plugin = IDS Media Store Plugin [Master Plugin] This compulsory plug-in acts as a communication channel for all other plug-ins, e.g. the IDS Media Store Plugin. Plugin ID. An ID automatically created by the plug-in when it first runs. Leave blank. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Assembly Log Name. The name used for error logging to indicate the specific assembly. For this plug-in, use: Simple Messaging Master Plugin. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASSimpleMessagingMasterPlugin.dll. 152 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface [IDS Media Store Plugin] Parameter descriptions can be found in Common Configurable Components on page 170. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. Culture What language is used to send progress messages to your customers is controlled by the locales defined within your simple messaging applications. Those applications are given a locale priority ranking. If a culture is not defined in the highest priority application, the locale is sought from the next application in the rank. The order of precedence is: 1. The culture defined within the web chat browser (only if running Web Chat Gateway). 2. The culture defined within the gateway's configuration. 3. The culture defined within Simple Messaging Media Store's configuration for the specific queue. 4. The culture defined within Simple Messaging Media Store's configuration for the media store itself. Note: Note: The media store always used this locale to send system messages to the agent. 5. The culture defined within the operating system of the machine running Simple Messaging Media Store. Configure AOL-ICQ Instant Messenger Gateway Note: Note: Before you configure this gateway, you must have registered all the accounts you require for your simple messaging service queues with your remote service provider. This will give you the remote service IDs and remote service passwords you need to complete this procedure. After the configuration is complete, you must instruct your customers to add each account name to the contact list in their instant messenger client. To configure a specific AOL-ICQ Instant Messenger Gateway: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. Control Panel User Guide January 2010 153 Chapter 8: Managing Services 1. To add a remote service to a particular AOL-ICQ Instant Messenger Gateway, right-click its Remote Services sub-node and select either Add AOL Instant Messenger Service or Add ICQ Service from the pop-up menu. The Add Service tab appears: 2. Use the following parameter descriptions: Remote service name. A unique name for this remote service. Remote service type. Text that identifies the type of remote service within Contact Center Express Control Panel. Remote service startup type. A setting that determines how the remote service starts up. Use one of the following three values: Automatic (the service starts up automatically when the gateway starts up), Manual (the service must be manually started) or Disable (this disables the service). Remote service application management icon. The directory path to the icon that will appear within Contact Center Express Control Panel for this remote service. If you leave the parameter blank, a default icon is used. Remote service ID. The AOL or ICQ account name registered on AOL or ICQ Instant Messenger for this service queue. 154 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface Note: Note: For AOL remote services, the ID must not contain spaces or uppercase characters. It is also limited to 16 characters. Remote service password. The password to log into the AOL or ICQ Instant Messenger service. Remote service nickname. A meaningful and user-friendly name for the service. This is the name the customer will see within AOL or ICQ Instant Messenger. Note: Note: This parameter must be exactly the same as the Remote service ID, but it can contain spaces and uppercase characters. Remote service IP. The IP address or host name of the AOL or ICQ Instant Messenger service. In this case, use either 'login.oscar.aol.com' or 'login.icq.com'. Remote service port. The port number of the remote service. In this case, this is usually: 5190. Seconds to reconnect to remote service. How often, in seconds, AOL-ICQ Instant Messenger Gateway will attempt to re-connect to the remote service. The default value is 60 seconds. Maximum message size bytes. The maximum number of bytes that can be sent in a single message before it is split into another message. Warning: A word may be split at the end of a part message. In this case, 1024 is recommended. Autorestart if no interactions. If a critical parameter for this gateway is changed via Contact Center Express Control Panel and Autorestart if no interactions is ticked, the gateway's remote service will restart (update) immediately if there are no interactions open, or as soon as all open interactions close. If not selected, you must restart the remote service manually to activate critical parameter changes. Goodbye phrase. The phrase that will close the instant message conversation if it is typed by the customer. For example: Goodbye phrase=Goodbye. Control Panel User Guide January 2010 155 Chapter 8: Managing Services To identify the Simple Messaging Media Store queue that will receive conversation requests from this service, fill in the following fields and click Add. Simple Messaging Media Store queue. The name of the Simple Messaging Media Store queue that will receive conversation requests from this service. Simple Messaging Media Store queue priority. A value that indicates the priority with which work item objects from this queue are queued in Media Director. Use 1 for the highest-priority work items. There is no lower limit and 5 is the default. 3. To save the information to the service, right-click anywhere on the tab and select Save and Close from the pop-up menu. Configuration File Some AOL-ICQ Instant Messenger Gateway parameters are not configurable via Contact Center Express Control Panel; they must be edited via the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Startup] Version. The version of this configuration file. Version information is made up of the following values: Major version, minor version, build number and revision number. [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure AOL-ICQ Instant Messenger Gateway on page 153. 156 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface [Gateway] This section is configured through Contact Center Express Control Panel. See Configure AOL-ICQ Instant Messenger Gateway on page 153. [Simple Messaging Media Store] Parameter descriptions can be found in Common Configurable Components on page 170. [Remote Services] This section is configured through Contact Center Express Control Panel. See Configure AOL-ICQ Instant Messenger Gateway on page 153. [Culture] This section is configured through Contact Center Express Control Panel. See Configure AOL-ICQ Instant Messenger Gateway on page 153. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [Progress Messages] Parameter descriptions can be found in Common Configurable Components on page 170. Configure MSN Messenger Gateway Note: Note: Before you configure this gateway, you must have registered all the accounts you require for your simple messaging service queues with your remote service provider. This will give you the remote service IDs and remote service passwords you need to complete this procedure. Registering MSN Messenger, AOL Instant Messenger and ICQ Instant Messenger accounts is free. After the configuration is complete, you will need to instruct your customers to add each account name to the contact list in their instant messenger client. To configure a specific MSN Messenger Gateway: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. Control Panel User Guide January 2010 157 Chapter 8: Managing Services 1. To add a remote service to a particular MSN Messenger Gateway, right-click its Remote Services sub-node and select Add MSN Instant Messenger Service from the pop-up menu. The Add Service tab appears: 158 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 2. Use the following parameter descriptions: Remote service name. A unique name for this remote service. Remote service type. Text that identifies the type of remote service within Contact Center Express Control Panel. Remote service startup type. A setting that determines how the remote service starts up. Use one of the following three values: Automatic (the service starts up automatically when the gateway starts up), Manual (the service must be manually started) or Disable (this disables the service). Remote service application management icon. The directory path to the icon that will appear within Contact Center Express Control Panel for this remote service. If you leave the parameter blank, a default icon is used. Remote service ID. The email address registered on MSN Messenger for this service queue. Remote service password. The password to log into the MSN Messenger service. Remote service nickname. A meaningful and user-friendly name for the service. This is the name the customer will see within MSN Messenger. Remote service IP. The IP address or host name of the MSN Messenger service. In this case, use: messenger.hotmail.com. Remote service port. The port number of the remote service. This will default to 1863. Seconds to reconnect to remote service. How often, in seconds, MSN Messenger Gateway will attempt to re-connect to the remote service. The default value is 60 seconds. Maximum message size bytes. The maximum number of bytes that can be sent in a single message before it is split into another message. Warning: A word may be split at the end of a part message. The valid range for this gateway is 128-1664 bytes. The recommended value is 1024. Autorestart if no interactions. If a critical parameter for this gateway is changed via Contact Center Express Control Panel and Autorestart if no interactions is ticked, the gateway's remote service will restart (update) immediately if there are no interactions open, or as soon as all open interactions close. If not selected, you must restart the remote service manually to activate critical parameter changes. MSN Version. The MSN protocol versions used by MSN Messenger Gateway. The default is: MSNP9 MSNP8. Do not change the default unless required. Control Panel User Guide January 2010 159 Chapter 8: Managing Services CVR Parameter. Version information about the client and operation system. The default is: 0x0409 winnt 5.1 i386 MSNMSGR 5.0.0540 MSMSGS. Do not change the default unless required. To identify the Simple Messaging Media Store queue that will receive conversation requests from this service, fill in the following fields and click Add. Simple Messaging Media Store queue. The name of the Simple Messaging Media Store queue that will receive conversation requests from this service. Simple Messaging Media Store queue priority. A value that indicates the priority with which work item objects from this queue are queued in Media Director. Use 1 for the highest-priority work items. There is no lower limit and 5 is the default. 3. To save the information to the service, right-click anywhere on the tab and select Save and Close from the pop-up menu. Configuration File Some MSN Messenger Gateway parameters are not configurable through Contact Center Express Control Panel; they must be edited through the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Startup] Version. The version of this configuration file. Version information is made up of the following values: Major version, minor version, build number and revision number. 160 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure MSN Messenger Gateway on page 157. [Gateway] This section is configured through Contact Center Express Control Panel. See Configure MSN Messenger Gateway on page 157. [Simple Messaging Media Store] Parameter descriptions can be found in Common Configurable Components on page 170. [Remote Services] This section is configured through Contact Center Express Control Panel. See Configure MSN Messenger Gateway on page 157. [Culture] This section is configured through Contact Center Express Control Panel. See Configure MSN Messenger Gateway on page 157. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [Progress Messages] Parameter descriptions can be found in Common Configurable Components on page 170. Configure Short Message Service Gateway Note: Note: Before you configure this gateway, you must have registered all the accounts you require for your simple messaging service queues with your remote service provider. This will give you the remote service IDs and remote service passwords you need to complete this procedure. Typically, there are charges applicable for signing up with an SMS provider and registering SMS accounts. Control Panel User Guide January 2010 161 Chapter 8: Managing Services After the configuration is complete, you must inform your customers of the phone numbers associated with these SMS accounts. To configure a specific Short Message Service Gateway: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. 1. To add a remote service to a particular Short Message Service Gateway, right-click its Remote Services sub-node and select Add Short Message Service. The Add Service tab appears: 162 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 2. Use the following parameter descriptions: Remote service name. A unique name for this remote service. Remote service type. Text that identifies the type of remote service within Contact Center Express Control Panel. Remote service startup type. A setting that determines how the remote service starts up. Use one of the following three values: Automatic (the service starts up automatically when the gateway starts up), Manual (the service must be manually started) or Disable (this disables the service). Remote service application management icon. The directory path to the icon that will appear within Contact Center Express Control Panel for this remote service. If you leave the parameter blank, a default icon is used. Remote service ID. The account registered on SMS for this service queue. Remote service password. The password to log into the SMS service. Remote service IP. The IP address or host name of the SMS service. Remote service port. The port number of the remote service. Seconds to reconnect to remote service. How often, in seconds, Short Message Service Gateway will attempt to re-connect to the remote service. The default value is 60 seconds. Maximum message size bytes. The maximum number of bytes that can be sent in a single message before it is split into another message. Warning: A word may be split at the end of a part message. The value you use for this parameter is supplied by your Short Message Service Center provider. It should not exceed 254 bytes. The default is 160. Autorestart if no interactions. If a critical parameter for this gateway is changed via Contact Center Express Control Panel and Autorestart if no interactions is ticked, the gateway's remote service will restart (update) immediately if there are no interactions open, or as soon as all open interactions close. If not selected, you must restart the remote service manually to activate critical parameter changes. Connection Mode. The mode of connection. Possible values are: 'Transceiver' and 'Transmitter and Receiver'. Transceiver is the default. Control Panel User Guide January 2010 163 Chapter 8: Managing Services Timeout Interval Seconds. How long, in seconds, Short Message Service Gateway will wait for a reply from the Short Message Service Center before timing out. The default is 90. Enquire Link Interval Seconds. How often, in seconds, Short Message Service Gateway will check the connection to the Short Message Service Center. The default is 60. TON. The type of phone number the customer should dial to make contact with your contact center. Possible values are: Unknown, International, National, Network_specific, Subscriber_number, Alphanumeric, and Abbreviated. The value you use for this parameter is supplied by your Short Message Service Center provider. NPI. The numbering plan indicator of your contact center's phone number. Possible values are: Unknown, ISDN, Data, Telex, Land_Mobile, National, Private, ERMES, Internet_IP, and WAP_Client_Id. The value you use for this parameter is supplied by your Short Message Service Center provider. Address Range. The address (or set of addresses) supplied by your Short Message Service Center provider. If your provider did not specify a value, leave this parameter blank. System Type. The value you use for this parameter is supplied by your Short Message Service Center provider. Maximum number of TXTs per message. The maximum number of split messages an agent can send if their message exceeds the value specified in the Maximum message size bytes field. If the number of split messages exceeds this parameter, only part of the message is sent to the customer. If set to 0, there is no limit on the number of split messages. The default is 2. This remote service can have multiple entry addresses (phone numbers a customer can call to reach the service) and they can be mapped to different queues. To identify the Simple Messaging Media Store queues that will receive conversation requests from this 164 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface service, fill in the following fields and click Add. Channel ID. A name for this group of channel parameters. Address. The phone number customers should call to reach the service this channel belongs to. The value you use for this parameter is supplied by your Short Message Service Center provider. TON. The type of phone number belonging to the customer. Possible values are: Unknown, International, National, Network_specific, Subscriber_number, Alphanumeric, and Abbreviated. The value you use for this parameter is supplied by your Short Message Service Center provider. NPI. The numbering plan indicator belonging to the customer. Possible values are: Unknown, ISDN, Data, Telex, Land_Mobile, National, Private, ERMES, Internet_IP, and WAP_Client_Id. The value you use for this parameter is supplied by your Short Message Service Center provider. Simple Messaging Media Store queue. The name of the Simple Messaging Media Store queue that will receive conversation requests from this service. Simple Messaging Media Store queue priority. A value that indicates the priority with which work item objects from this queue are queued in Media Director. Use 1 for the highest-priority work items. There is no lower limit and 5 is the default. 3. To save the information to the service, right-click anywhere on the tab and select Save and Close. Configuration File Some Short Message Service Gateway parameters are not configurable through Contact Center Express Control Panel; they must be edited through the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Startup] Version. The version of this configuration file. Version information is made up of the following values: Major version, minor version, build number and revision number. [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure Short Message Service Gateway on page 161. Control Panel User Guide January 2010 165 Chapter 8: Managing Services [Gateway] This section is configured through Contact Center Express Control Panel. See Configure Short Message Service Gateway on page 161. [Simple Messaging Media Store] Parameter descriptions can be found in Common Configurable Components on page 170. [Remote Services] This section is configured through Contact Center Express Control Panel. See Configure Short Message Service Gateway on page 161. [Culture] This section is configured through Contact Center Express Control Panel. See Configure Short Message Service Gateway on page 161. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [Progress Messages] Parameter descriptions can be found in Common Configurable Components on page 170. Configure Web Chat Gateway Note: Note: Before you configure this gateway, you should have installed Web Chat for IIS and created all the accounts you require for your simple messaging service queues. This will give you the remote service IDs and remote service passwords you need to complete this procedure. After the configuration is complete, you will need to instruct your customers to add each account name to the contact list in their instant messenger client. To configure a specific Web Chat Gateway: Note: 166 Note: Some services use the same configurable components, for example, error logging, License Director, ASMediaStore Database, ASContact Database, Media Director and XML Server. Parameter descriptions for components that relate to your service can be found in the procedure Common Configurable Components on page 170. Control Panel User Guide January 2010 Contact Center Express Control Panel Interface 1. To add a remote service to a particular Web Chat Gateway, right-click its Remote Services sub-node and select Add Web Chat Service. The Add Service tab appears: 2. Use the following parameter descriptions: Remote service name. A unique name for this remote service. The name is used for display purposes and can be set to anything. For example 'Sales Department'. Remote service type. Text that identifies the type of remote service within Contact Center Express Control Panel. Remote service startup type. A setting that determines how the remote service starts up. Use one of the following three values: Automatic (the service starts up automatically when the gateway starts up), Manual (the service must be manually started) or Disable (this disables the service). Remote service application management icon. The directory path to the icon that will appear within Contact Center Express Control Panel for this remote service. If you leave the parameter blank, a default icon is used. Remote service ID. The account registered on web for this service queue. Remote service password. The password to log into the web service. Control Panel User Guide January 2010 167 Chapter 8: Managing Services Note: Note: The password must be the same as the User Password that was specified when the Web Chat Web Service was installed. If a password-protected user account was not created during the Web Chat Web Service installation, leave this text box blank. Remote service IP. The IP address or host name of the web service. The default is localhost. Remote service port. The port number of the remote service. The default value is 80. Seconds to reconnect to remote service. How often, in seconds, Web Chat Gateway will attempt to re-connect to the remote service. The default value is 60 seconds. Remote Service URL. The URL of the web chat web service. Remote Service URI. The URI for the web chat web service. In this case, use / WebChatService/Service.asmx. Use SSL. If set to True, this parameter allows you to use secure https connections. Seconds to Poll Remote Service. How often, in seconds, Web Chat Gateway polls the ATWebChatExt.dll when the connection is asynchronous. The accepted value range is 1-10 seconds. If the value is outside this range, a default value of 5 is applied. If the connection is synchronous, this parameter is ignored. Address Type. A number that defines the address type for this media gateway. This address type will be used to help identify the customer in the ASContact Database. The default is 0 (unknown, or identification not required). 168 Control Panel User Guide January 2010 Contact Center Express Control Panel Interface To identify the Simple Messaging Media Store queue that will receive conversation requests from this service, fill in the following fields and click Add. Simple Messaging Media Store queue. The name of the Simple Messaging Media Store queue that will receive conversation requests from this service. Simple Messaging Media Store queue priority. A value that indicates the priority with which work item objects from this queue are queued in Media Director. Use 1 for the highest-priority work items. There is no lower limit and 5 is the default. 3. To save the information to the service, right-click anywhere on the tab and select Save and Close from the pop-up menu. Configurable Parameters Some Web Chat Gateway parameters are not configurable through Contact Center Express Control Panel; they must be edited through the application's configuration file. If required, use the following definitions to define those parameters. Note: Note: Do not change section names or parameter names. [Startup] Version. The version of this configuration file. Version information is made up of the following values: Major version, minor version, build number and revision number. [Server Identifier] Parameter descriptions can be found in Common Configurable Components on page 170. Control Panel User Guide January 2010 169 Chapter 8: Managing Services [Error Logging] This section is configured through Contact Center Express Control Panel. See Configure Web Chat Gateway on page 166. [Gateway] This section is configured through Contact Center Express Control Panel. See Configure Web Chat Gateway on page 166. [Simple Messaging Media Store] Parameter descriptions can be found in Common Configurable Components on page 170. [Remote Services] This section is configured through Contact Center Express Control Panel. See Configure Web Chat Gateway on page 166. [Culture] This section is configured through Contact Center Express Control Panel. See Configure Web Chat Gateway on page 166. [Application Management Service] Parameter descriptions can be found in Common Configurable Components on page 170. [Progress Messages] Parameter descriptions can be found in Common Configurable Components on page 170. Common Configurable Components Application Management Service Multicast IP. The IP address that will be used for multicasting between applications. When an application starts, it will join this multicast address and receive packet information from the Application Management Director. The default is 239.29.9.67. Multicast Port. The port number that will be used for multicasting between applications. The default is 29075. 170 Control Panel User Guide January 2010 Common Configurable Components Enable Multicast. A value that determines if multicasting will be used to locate the Application Management Director or not. Application Management Director URL List. If multicasting is disabled, these URLs are used to find the Application Management Directors set up in your contact center. Items are separated by commas and follow the format: IP address:port number, IP address:port number etc. Management Object URL. The URL used by Contact Center Express Control Panel to connect to the remoting management object. The URL must use the following format: channeltype:// fullyqualifiedcomputername:port/uri. If the entry is empty, a default URL is automatically created. Client Connections IP Address. The local IP address for accepting incoming client connections. IP Port. The local IP port for accepting incoming client connections. Allow Multicast. A value that determines whether multicasting of the connection information is enabled or not. True=enabled, False=disabled. Enable Trace. A value that determines whether information is logged to the log file. True=enabled, False=disabled. Broadcast Interval In Seconds. How often, in seconds, connection information is multicasted. Multicast IP. The IP address that will be used for multicasting the connection information. The default is 239.29.9.67. Multicast Port. The port number that will be used for multicasting the connection information. Receive Buffer Length. The buffer size for incoming messages. The default is 20000. Contact Database Server name. The name of the server on which the database is located. Database name. The name of the database. This is automatically named ASContact when the database script is run. User name. The user name required to gain access to the database. This is automatically named ASContact when the database script is run. Password. The password associated with the above user name. By default this is CCEUser0 before encryption. For encryption information, see the Contact Center Express Installation Guide (Configuration Commands). Control Panel User Guide January 2010 171 Chapter 8: Managing Services Connection string. An ADO connection string built from the previous four parameters and used for database connectivity. This string is empty until the service is run the first time, at which point a default connection string with the following format is automatically created: Data Source=LocalComputerName;Initial Catalog=ASContact;User ID=ASContact;Password=CCEUser0; If you modify any of the four database parameters, the change is automatically viewed in the connection string. When you save (commit) the changes, the entire string is automatically encrypted into the configuration file. Note: Note: If you modify the connection string via the media store's configuration file and add additional 'non-standard' elements, you will be able to view the string in Contact Center Express Control Panel but you won't be able to edit it. If you try to edit the string, it will automatically revert to its default structure and values. Error Logging Level. The value that determines what level of error detail will be saved in the error log: 0=No error logging takes place, 1=Logs fatal, major, minor and trace information, 2=Logs fatal, major and minor errors, 4=Logs fatal and major errors, 8=Logs fatal errors only. There is also another error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you type 129 in the text box, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Path. The directory path for saving error log files. By default, this parameter is left blank, which automatically sets the path to the application's current working folder (the same folder as the application executable). Size (KB). The maximum amount of information, in kilobytes, that will be stored in an error log file before it is archived and a new file is created. The default is 1000. The minimum you can set this to is 100. Note: Note: The archive will only store one log file. If a second error log reaches the specified maximum size, it overrides the previously archived file. If, however, the diagnostic testing error log level is selected in Level (this is achieved by adding 128 to any one of the other error log values), a new file with a new name is created every time the maximum log file size limit is reached. Extension. The extension of error log files for this application. Extension refers to part of the file name (usually the name of the application) and the file type extension (for example .log).) The application will automatically precede the default extension with the day of the week (for example, Mon, Tue) when it creates its error logs. 172 Control Panel User Guide January 2010 Common Configurable Components Gateway Details Server instance friendly name. Any name you want to display for this application within Contact Center Express Control Panel. Gateway name. A unique name used by Simple Messaging Media Store to identify this instance of Web Chat Gateway. Culture. The locale used by the gateway to define character sets, date and time formats, currency formats etc. If you use an 'en' locale, the Language parameter defaults to English, likewise 'fr' defaults to French, 'de' to German, 'it' to Italian, 'es' to Spanish, 'es-CO' to Spanish Colombian, 'pt' to Portuguese (Brazilian), 'ru' to Russian, 'ko' to Korean, 'ja' to Japanese, 'zh-CHT' to Traditional Chinese, and 'zh-CHS' Simplified Chinese. This does not affect the language of the work item conversation. Seconds to reconnect to Simple Messaging Media Store. How often, in seconds, Web Chat Gateway will attempt to re-connect to the Simple Messaging Media Store. The default value is 60 seconds. Minutes to close idle session. The acceptable length of time, in minutes, a conversation can be idle before it is closed. The default value is 3 minutes. Request validation function. The type of customer ID validation. This value represents a stored function in the SQL Server database. Values are IsMatchExactAddress or IsMatchOnEmailAddress. If no validation is specified or the specified validation does not exist on the SQL Server, IsMatchExactAddress is automatically used. Gateway Proxy Settings If you enable authorization for the Web Chat Gateway, select the Basic option for MSN Messenger Gateway, AOL-ICQ Instant Messenger Gateway and Short Message Service Gateway, and Integrated for Web Chat Gateway. Note: Note: Web Chat Gateway can not connect to the remote service using proxy server if authorization is disabled on the gateway and required on the proxy. Control Panel User Guide January 2010 173 Chapter 8: Managing Services Gateway Progress Messages This section allows you to customize the messages sent from Web Chat Gateway to users. You can use any of the languages supported by Avaya Contact Center Express. Message for SMMS Server Offline. The message sent when Simple Messaging Media Store is not available. For example: Message for SMMS Server Offline=Sorry, the service is temporarily offline due to a technical problem. Please try again later. Message for Generic Problem Starting Session. The message sent when there is a problem starting the conversation. For example: Message for Generic Problem Starting Session=A technical problem prevents us starting a conversation now. Please try again later. IDS Media Store Plugin Plugin ID. An ID automatically created by the plug-in when it first runs. Leave blank. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the media store application), also specify the file path. For this plug-in, use: ASIDSMediaStorePlugin.dll Server Instance Auto Connect Type. If this value is the same as the Server Instance Type specified within Interaction Data Server - Multimedia's configuration, a connection with the Interaction Data Server - Multimedia is automatically established when this application starts up. Typically, you would leave the default value, which is the well-known GUID of Interaction Data Server - Multimedia. Note: Note: The automatic connection also relies on multicasting being enabled and the Multicast IP and Multicast Port being the same as those specified within Interaction Data Server - Multimedia's configuration. Local Address. If you leave this parameter blank, the machine's local address is automatically used to establish a connection with Interaction Data Server - Multimedia. If the machine has more than one network card, you can specify the one you want to use. Multicast Group Address. The IP address that will be used for multicasting between applications. The default is 239.29.9.67. Multicast Group Port. The port number that will be used for multicasting between applications. The default is 29078. Receive Buffer Length. The maximum number of events that can be saved in the IDS Media Store Plug-in's internal queue. If the connection between the plug-in and the Interaction Data Server - Multimedia is working, the queue is usually empty. If the connection is lost, events sent to the plug-in are retained until the connection is re-established. The default is 20000. Enable Trace. A setting that allows you to send application error information to the debug window. True=enabled, False=disabled. 174 Control Panel User Guide January 2010 Common Configurable Components Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Media Director Media Director. A drop-down list box that allows you to easily select a running Media Director for the media store to connect to. Once selected, the service's details automatically appear in the URL, IP, Port, Channel type and URI fields. To view Media Director details inside Contact Center Express Control Panel, click the Media Director link. The URL must follow the following format: channeltype://fullyqualifiedcomputername:port/uri. If the entry is empty, a default URL is automatically created: gtcp://fullyqualifiedlocalcomputername:29087/RemoteFactory.rem License Director Primary IP. The IP address of the primary License Director through which this application will request and release licenses. Primary port. The port number of the primary License Director. The default is 29095. Secondary IP. The IP address of the secondary License Director through which this application will request and release licenses. Secondary port. The port number of the secondary License Director. The default is 29095. Media Store Media Store. A drop-down list box that allows you to easily select a running Simple Messaging Media Store for the gateway to connect to. Once selected, the service's details automatically appear in the URL, IP, Port, Channel type and URI fields. To view media store details inside Contact Center Express Control Panel, click the media store link. The URL must follow the following format: channeltype://fullyqualifiedcomputername:port/uri. If the entry is empty, a default URL is automatically created: gtcp://fullyqualifiedlocalcomputername:29085/SMMSRemoteFactory.rem. Control Panel User Guide January 2010 175 Chapter 8: Managing Services Media Store Database Server name. The name of the server on which the database is located. Database name. The name of the database. This is automatically named ASMediaStore when the database script is run. User name. The user name required to gain access to the database. This is automatically named ASMediaStore when the database script is run. Password. The password associated with the above user name. By default this is CCEUser0 before encryption. For encryption information, see the Contact Center Express Installation Guide (Configuration Commands). Connection string. An ADO connection string built from the previous four parameters and used for database connectivity. This string is empty until the service is run the first time, at which point a default connection string with the following format is automatically created: Data Source=LocalComputerName;Initial Catalog=ASMediaStore;User ID=ASMediaStore;Password=CCEUser0; If you modify any of the four database parameters, the change is automatically viewed in the connection string. When you save (commit) the changes, the entire string is automatically encrypted into the configuration file. Note: Note: If you modify the connection string via the media store's configuration file and add additional 'non-standard' elements, you will be able to view the string in Contact Center Express Control Panel but you won't be able to edit it. If you try to edit the string, it will automatically revert to its default structure and values. Server Identifier Server Instance Friendly Name. Any name you want to display for this application within Contact Center Express Control Panel. If you leave this parameter blank, the application node text automatically takes the format @. Server Instance ID. A unique identifier for the server application, which is created automatically when it runs for the first time. Server Instance Type. An ID used by other applications to determine what type of component they are communicating with. Service Plug-in Host Service Display Name. The text that displays for this service under the Name column of the Microsoft Windows Services screen. 176 Control Panel User Guide January 2010 Common Configurable Components Service Command Line. Leave this parameter blank. By default, Service Host Plug-in will source its configuration data from the same working folder that contains the application executable. Service Description. The text that displays for this service under the Description column of the Microsoft Windows Services screen. Service Startup State. A value that determines the state of the service when it is installed. 0=Disabled, 1=Manual, 2=Automatic. Simple Messaging Media Store Simple Messaging Media Store URL. The URL for connecting to the Simple Messaging Media Store. If this parameter is empty, the next three parameters are used to form the URL. Simple Messaging Media Store IP. The IP address of the Simple Messaging Media Store. Simple Messaging Media Store Port. The port number of the Simple Messaging Media Store. The default value is 29085. Simple Messaging Media Store Remote Factory URI. The URI (Uniform Resource Identifier) of the remote communication object factory on the Simple Messaging Media Store. In this case, the URI is SMMSRemoteFactory.rem. XML Server Primary IP. The IP address of the primary XML Server. Primary port. The IP port number of the primary XML Server. By connecting to this port, clients get a list of currently configured XML interfaces (IP address/port number combinations) they can connect to for service. The naming service default port is 29096. Secondary IP. The IP address of the secondary XML Server. Secondary port. The IP port number of the secondary XML Server. Primary link. The name of the primary link this application will use to connect to the Avaya Telephony Server and switch. Secondary link. The name of the secondary link this application will use to connect to the Avaya Telephony Server and switch. Control Panel User Guide January 2010 177 Chapter 8: Managing Services 178 Control Panel User Guide January 2010 Appendix A: Troubleshooting This section includes the following troubleshooting topics: ● Troubleshooting CM Admin on page 179 Troubleshooting CM Admin This section includes the following problems that can occur when you use the CM Admin: ● Cannot establish SSH connection to Communication Manager on page 179 ● Communication Manager displays error message while saving the data on page 180 Cannot establish SSH connection to Communication Manager Problem: Cannot establish the SSH connection to Communication Manager from Contact Center Express due to network failure or wrong settings made for the host, port, username, password, or pin. An error message Failed to connect to Communication Manager appears. Solution: Refer the log file of the ASGUIHost system. In the log file, the error messages related to CM connection begins with CM administration:. For example, if the remote host is not connecting due to network failure or wrong host or port settings, the following message appears: [Mon Nov 16 10:53:10.784],Fatal,7540,CM Administration: Exception caught trying to send command . Exception text: System.Net.Sockets.SocketException: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 135.124.108.50:5022 For example, If the username or password is wrong, following message appears: [Mon Nov 16 10:55:18.893],Fatal,5592,CM Administration: Exception caught trying to send command . Exception text: Auth fail. Note: Note: You can collect more details in the log file by setting the error log level to 1 in the Control Panel configuration. Control Panel User Guide January 2010 179 Appendix A: Troubleshooting Communication Manager displays error message while saving the data Problem: In Contact Center Express, when you try to save the data while you are configuring Communication Manager, the error message appears in the following format: (field name; index) Where, ● is the actual message that appears from Communication Manager ● field name is the name of the field that has wrong setting ● index is the line number of the field, if there are multiple lines for any field. Index is always 0 if it is a simple field. Example: If a skill is configured for an Agent and you forgot to set the Skill Level (SL), the following error message appears: Field can not be blank (SL,4) This error indicates that the skill with index 4 in the Assigned Skills list box does not have a Skill Level (SL) assigned. Solution: Reset the Skill Level (SL) and try again. 180 Control Panel User Guide January 2010 Glossary AutoText Pre-defined text you can insert into your current work item to save you time. The text is categorized by topic and presented via a drop-down list. Each media store queue has its own associated list of AutoText so no matter what type of work item you are processing, the AutoText choices will be relevant. AutoText tables are also used to create work codes and work code groups. Work codes can be assigned to work items. Column Display List A selection of column headings that an application's directory will use to display contact information. Column display lists can be created for staff groups depending on their function or the task being done. For confidentiality reasons you may deliberately omit some fields from displays used by some staff. Permissions Permissions exempt a contact from the program's particular access mode; either public (allowing work items to reach your contact center agents) or private (preventing work items from reaching your contact center agents). If a contact is found in the ASContact Database and there are permissions assigned to the contact, the media store will use those permission settings, overriding any access mode assigned to the program. Program A program is assigned to a media store queue to control the way work items are managed. A program can be either public (allowing work items to reach your contact center agents) or private (preventing work items from reaching your contact center agents). A program also controls what AutoText or work codes are available for work items. One more more schedules are assigned to a program to dictate when the program is active. Schedule A schedule controls when a program runs. It can be one-off or re-occurring on a daily or weekly basis. You can assign more than one schedule to a single program, allowing you to run the program on different days of the week or during different times of the same day. Note: Control Panel User Guide Note: Only one instance of a program schedule can be active at any given time, and if two program schedules have overlapping running times, the schedule that starts first will be given priority. The overlapping schedule will be ignored. January 2010 181 Schedule 182 Control Panel User Guide January 2010 Index Index A ASContact database create column display . . . . . . . . . . . . create contact . . . . . . . . . . . . . . . create contact group . . . . . . . . . . . . formatting contacts . . . . . . . . . . . . . intitutive contact grouping . . . . . . . . . . permissions . . . . . . . . . . . . . . . . add permissions . . . . . . . . . . . . . ASMediaStore database create autotext group . . . . . . . . . . . . create program . . . . . . . . . . . . . . . assign schedule . . . . . . . . . . . . . see Also routing Microsoft CRM activities . . . create schedule . . . . . . . . . . . . . . customize multimedia work items . . . . . . oubound programs for email or simple messaging media store for preview contact media store . . . . . . for virtual agent service . . . . . . . . . autotext plugin supported variables . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 58 60 59 54 62 63 . . 44 . . 31 . . 43 . . 35 . . 29 . . 48 . . 42 . . 39 . . 38 . . 46 C CM Admin configuring CM connection . . . . . . . managing services . . . . . . . . . . . AOL_ICQ instant messenger gateway configuration file . . . . . . . . . configure. . . . . . . . . . . . . edit medial store application management service . client connections . . . . . . . . contact database . . . . . . . . . error logging . . . . . . . . . . . gateway details. . . . . . . . . . gateway progress messages . . . gateway proxy settings . . . . . . IDS media store plugin . . . . . . license director . . . . . . . . . . media director . . . . . . . . . . media store . . . . . . . . . . . media store database . . . . . . . server identifier . . . . . . . . . . service plugin host . . . . . . . . Control Panel User Guide . . . . 67 . . . . 93 . . . . 156 . . . . 153 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 . 171 . 171 . 172 . 173 . 174 . 173 . 174 . 175 . 175 . 175 . 176 . 176 . 176 simple messaging media store . XML server . . . . . . . . . . Email media store configuration file . . . . . . . configuring . . . . . . . . . . license director configuration file . . . . . . . configuring . . . . . . . . . . Media director configuration file . . . . . . . configure . . . . . . . . . . . MSN messenger gateway configuration file . . . . . . . configure . . . . . . . . . . . Preview contact media store configuration file . . . . . . . configure . . . . . . . . . . . Short message service gateway configuration file . . . . . . . configure . . . . . . . . . . . Simple messaging media store configuration file . . . . . . . configure . . . . . . . . . . . culture . . . . . . . . . . . . Virtual agent configuration file . . . . . . . configure . . . . . . . . . . . Voice media store configuration file . . . . . . . configure . . . . . . . . . . . Web chat gateway configuration file . . . . . . . configure . . . . . . . . . . . XML server configuration file . . . . . . . configure . . . . . . . . . . . overview . . . . . . . . . . . . . . troubleshooting . . . . . . . . . . . user interface . . . . . . . . . . . . buttons . . . . . . . . . . . . . collapsible panels . . . . . . . . list view . . . . . . . . . . . . . message line . . . . . . . . . . tabs . . . . . . . . . . . . . . . Agents . . . . . . . . . . . . Holiday tables . . . . . . . . Servicehours tables . . . . . . Skills . . . . . . . . . . . . . Software version . . . . . . . . . . . . 177 . . . . . 177 . . . . . 126 . . . . . . 112 . . . . . . 98 . . . . . . 95 . . . . . 105 . . . . . 102 . . . . . 160 . . . . . 157 . . . . . 134 . . . . . 131 . . . . . 165 . . . . . 162 . . . . . 149 . . . . . 145 . . . . . 153 . . . . . . 110 . . . . . 107 . . . . . 143 . . . . . 136 . . . . . 169 . . . . . 166 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . January 2010 101 . 99 . 67 179 68 70 70 70 70 69 71 87 89 76 91 . . . . . . . . . . . 183 Index Stations . . . VDN . . . . . control panel components . . . . configuring . . . . . interface . . . . . . introduction. . . . . managing databases process flow . . . . system requirements . . . . . . . . . . . . . . 74 . . . . . . . . . . . . . . 84 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 15 . 7 . 7 21 10 .11 E error logging diagnostic testing . . . . . . . . . . . . . . . . . 8 G Glossary . . . . . . . . . . . . . . . . . . . . . 181 M managing databases advanced database management options . . ASContact database . . . . . . . . . . . . overview . . . . . . . . . . . . . . . . ASMediaStore database . . . . . . . . . . create and upgrade databases . . . . . . . create database . . . . . . . . . . . . . . database deployment and management plugin UI controls . . . . . . . . . . . . . . . . . upgrade database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 53 53 29 21 23 22 27 23 . . . . . . . . . . . . . . .11 S system requirements . . . . . . . core server . . . . . . . . . . database . . . . . . . . . . . desktop . . . . . . . . . . . developer . . . . . . . . . . email server . . . . . . . . . interaction data service server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 12 .11 12 12 12 T troubleshooting CM Admin . . . . . . . . . . . . . . . . . . . 179 184 Control Panel User Guide January 2010