Avaya Aura Call Center Elite Multichannel Installation Guide

Transcription

1 Avaya Aura Ca Center Eite Mutichanne Instaation Guide Reease 6.2.3/6.2.5 March 2013

2 2013 Avaya Inc. A Rights Reserved. Notice Whie reasonabe efforts were made to ensure that the information in this document was compete and accurate at the time of printing, Avaya Inc. can assume no iabiity for any errors. Changes and corrections to the information in this document might be incorporated in future reeases. Documentation discaimer Avaya Inc. is not responsibe for any modifications, additions, or deetions to the origina pubished version of this documentation uness such modifications, additions, or deetions were performed by Avaya. Customer and/or End User agree to indemnify and hod harmess Avaya, Avaya's agents, servants and empoyees against a caims, awsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deetions to this documentation to the extent made by the Customer or End User. Link discaimer Avaya Inc. is not responsibe for the contents or reiabiity of any inked Web sites referenced esewhere within this documentation, and Avaya does not necessariy endorse the products, services, or information described or offered within them. We cannot guarantee that these inks wi work a the time and we have no contro over the avaiabiity of the inked pages. Warranty Avaya Inc. provides a imited warranty on this product. Refer to your saes agreement to estabish the terms of the imited warranty. In addition, Avaya s standard warranty anguage, as we as information regarding support for this product, whie under warranty, is avaiabe through the Avaya Support Web site: 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 ("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 icense within the scope of the icense types described beow. The appicabe number of icenses and units of capacity for which the icense is granted wi be one (1), uness a different number of icenses or units of capacity is specified in the Documentation or other materias avaiabe to End User. "Designated Processor" means a singe stand-aone computing device. "Server" means a Designated Processor that hosts a software appication to be accessed by mutipe users. "Software" means the computer programs in object code, originay icensed by Avaya and utimatey utiized by End User, whether as stand-aone Products or pre-instaed on Hardware. "Hardware" means the standard hardware Products, originay sod by Avaya and utimatey utiized by End User. License type(s) Concurrent User License (CU). End User may insta and use the Software on mutipe Designated Processors or one or more Servers, so ong as ony the icensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its soe discretion, bases the pricing of its icenses and can be, without imitation, an agent, port or user, an e-mai or voice mai account in the name of a person or corporate function (e.g., webmaster or hepdesk), or a directory entry in the administrative database utiized by the Product that permits one user to interface with the Software. Units may be inked to a specific, identified Server. Copyright Except where expressy stated otherwise, the Product is protected by copyright and other aws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a crimina, as we as a civi, offense under the appicabe aw. Third-party components Certain software programs or portions thereof incuded in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or imit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that appy to them is avaiabe on the Avaya Support Web site: Preventing to fraud "To fraud" is the unauthorized use of your teecommunications system by an unauthorized party (for exampe, a person who is not a corporate empoyee, agent, subcontractor, or is not working on your company's behaf). Be aware that there can be a risk of to fraud associated with your system and that, if to fraud occurs, it can resut in substantia additiona charges for your teecommunications services. Avaya fraud intervention If you suspect that you are being victimized by to fraud and you need technica assistance or support, ca Technica Service Center To Fraud Intervention Hotine at for the United States and Canada. For additiona support teephone numbers, see the Avaya Support Web site: Trademarks Avaya and the Avaya ogo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. A other trademarks are the property of their respective owners. Downoading documents For the most current versions of documentation, see the Avaya Support Web site: Contact Avaya Support See the Avaya Support Web site: for product notices and artices, or to report a probem with your Avaya product. For a ist of support teephone numbers and contact addresses, go to the Avaya Support Web site: scro to the bottom of the page, and seect Contact Avaya Support.

3 Contents Preface Purpose Intended audience Reated resources Support Warranty Chapter 1: Introduction Product Location Product Instaation Directory Structure Supported Languages Secondary Servers XML Server: Fai Over Upgrading to Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/ Instaation Requirements Desktop Servers Deveopers Chapter 2: Supported products Supported Avaya products Supported non-avaya products Chapter 3: Instaing and Configuring Desktop Components Instaing Desktop Command Line Parameters Manua Insta Configuring Desktop Media Director Presence Session Notes Teephony User Voice IDS View Cient Directory Enhanced Dia Quick Dia Custom Buttons Emai Ca Center Eite Mutichanne Instaation Guide March

4 Contents Simpe Messaging HTML Editor Waboard icarity Microsoft CRM Net Remote Connection Customizing a Language Managing Rues Creating a rue Storing a rue Integrate Microsoft CRM Integrate IronPython Script Insta Ca Center Eite Mutichanne Reporting Ca Center Eite Mutichanne Reporting prerequisite Insta SQL Server for Ca Center Eite Mutichanne Reporting Service Configure SQL Server for Ca Center Eite Mutichanne Reporting Run Ca Center Eite Mutichanne Reporting instaer Verify the Microsoft SQL Server Reporting Services Insta Media Proxy Manua insta Chapter 4: Instaing Server Appications Instaing License Director Instaing Ca Routing Server Instaing Configuration Server Configuration Manager Configuration Server Instaing Task Director Configure Task Director Instaing Interaction Data Server Instaing Trace System Instaing Ca Recording Config Service Instaing Voice Porta Config Server Instaing Media Director Instaing Virtua Agent Instaing XML Server Instaing Media Stores Insta Preview Contact Media Store Ca Center Eite Mutichanne Instaation Guide March 2013

5 Contents Insta Simpe Messaging Media Store Insta Emai Media Store Insta Voice Media Store Instaing Appication Management Service Chapter 5: Deveoper Insta Deveoper XML Cient Mutimedia Common Libraries Pug-in Common Libraries Standard insta Chapter 6: Media Gateways Web Chat Gateway Insta Web Chat for IIS Post insta instructions for Web Chat Web Service Insta Web Chat Gateway Insta MSN Messenger Gateway Insta AOL-ICQ Instant Messenger Gateway Insta Communicator Gateway Insta Short Message Service Gateway Insta XMPP Gateway Chapter 7: Utiities Insta SQL Server Before you insta SQL Server Insta SQL Server Configure SQL Server Create Database Insta and configure WebLM Prerequisites for instaing WebLM Insta WebLM Enabe HTTPS WebLM configuration Fix security vunerabiities Accessing WebLM Insta AES Cient Quick Instaer - Server Edition Overview Insta Servers using Quick Instaer - Server Edition Insta Voice Porta Appication Updater Ca Center Eite Mutichanne Instaation Guide March

6 Contents Impement and Customize Microsoft Dynamics CRM Server Chapter 8: Inventory of Ca Center Eite Mutichanne Coecting Ca Center Eite Mutichanne inventory Chapter 9: User Authentication in Ca Center Eite Mutichanne Enabing User Authentication on a domain Enabing User Authentication for users Chapter 10: Agent Event Notification Enabe Agent Event Notification Requirements Configuration Operation Troubeshooting Appendix A: Desktop configuration fie Appendix B: Command Line Parameters Command Line Parameters Appication Name /z Primary Server Name /s Primary Server Port /p Secondary Server Name /s Secondary Server Port /p Configuration Fiter /a Fie Name /f Logging State /t Password Encryption /pwd Command Line Format Configuration Commands %%ENCRYPT and %%ENCRYPTED Specify Configuration Server as Data Source during Instaation Specify.ini on Shared Network as Data Source during Instaation Change Data Source from.ini to Configuration Server Run Sient Insta Appendix C: Configuration Data Commands Overview Token deimiter Exampe Ca Center Eite Mutichanne Instaation Guide March 2013

7 Contents Commands LOOKUP Syntax Exampe Exampe Exampe WINENV Syntax Exampe ENCRYPT Syntax Exampe STRCAT Syntax Exampe SUBSTR Syntax Exampe Keywords COMPUTERNAME IPADDRESS USERNAME TIME DATE CWD WINDIR WINSYSDIR WINTEMPDIR Litera Data Support Nested Commands Exampe Recursive Loop Protection Exampe Resoution Precedence/Reentrancy Incude Directive Syntax INCLUDE_CONFIGURATION Ca Center Eite Mutichanne Instaation Guide March

8 Contents Appendix D: Defaut Port Numbers Advanced Microsoft CRM Connector AOL-ICQ Instant Messenger Gateway Appication Management Service Configuration Server Emai Media Store Interaction Data Service Interaction Data Server - Voice and Presence Interaction Data Server - Mutimedia Interaction Data Server - View License Director Media Director Media Proxy Media Proxy (Windows Service) MSN Messenger Gateway Preview Contact Media Store Short Message Service Gateway Simpe Messaging Media Store Virtua Agent Voice Media Store Web Chat Gateway XML Server WebLM Server Voice Porta Management Server Ca Recording TTrace Server SQL Server Index Ca Center Eite Mutichanne Instaation Guide March 2013

9 Preface This section contains the foowing topics: Purpose on page 7 Intended audience on page 7 Reated resources on page 7 Purpose This document describes product overview, supported products, instaation, configuration, and icensing requirements for Avaya Aura Ca Center Eite Mutichanne. Intended audience This document is intended for soution engineers, Avaya Professiona Services, business partners, and system administrators. Reated resources This section contains the foowing topics: Support on page 7 Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowedge artices. You can aso search for reease notes, downoads, and resoutions to issues. Use the onine service request system to create a service request. Chat with ive agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additiona expertise. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

10 Preface 8 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

11 Chapter 1: Introduction Avaya Aura Ca Center Eite Mutichanne is a Microsoft Windows-based software suite that faciitate companies to turn one-dimension ca centers into powerfu muti-media contact centers. Using the phantom ca capabiity supported by Avaya Definity, MutiVantage and Communication Manager switches, Ca Center Eite Mutichanne aows your customers to make contact with you via phone, emai, text or instant messaging. Whether your customer ikes text messaging on their mobie, sending emais or chatting over the internet, their method of communicating wi be treated exacty the same as a traditiona phone ca. The phone ca is paced in a priority queue and distributed to an agent with reevant skis and knowedge. The agent can aso repy using the same method of contact, conducting a hepfu conversation, simiar to what you expect over the phone. Easy to impement and simpe to use, Ca Center Eite Mutichanne aso deivers: Out-of-the-box desktop appications for supervisors Framework appications, incuding inteigent routing, interaction data and centraized configuration Outbound preview diaing, either automated or agent-initiated Powerfu appication deveopment toos for compete customizing and integration Simpe and fast wizards for desktop screen pops and routing rues Ca Center Eite Mutichanne products fa into three major categories: Desktop - Ca Center Eite Mutichanne Desktop, Ca Center Eite Mutichanne Reporting, Ca Center Eite Mutichanne Contro Pane. Server - Appication Management Service, Ca Routing Server, Configuration Server, Emai Media Store, License Director, Task Director, Media Director, Media Proxy, Preview Contact Media Store, Voice Media Store, Virtua Agent, XML Server Interaction Data Service: Interaction Data Server - Voice and Presence, Interaction Data Server - Mutimedia, and Interaction Data Server - View Simpe Messaging Media Store: AOL-ICQ Instant Messenger Gateway, MSN Messenger Gateway, Short Message Service Gateway, Web Chat Gateway, XMPP Gateway, Communicator Gateway Rues Pug-in, Script Pug-in, SOAP Pug-in, SQL Pug-in Deveoper - Deveoper. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

12 Chapter 1: Introduction Product Location The instaer of Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/6.2.5 is avaiabe in the ISO format. You must downoad the Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/6.2.5 ISO image from Avaya Licensing and Deivery System web site: Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

13 Product Instaation Directory Structure Product Instaation Directory Structure By defaut, the system instas the Ca Center Eite Mutichanne appications in the foowing directories: Ca Center Eite Mutichanne Instaation Guide Comments? March

14 Chapter 1: Introduction : 12 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

15 Product Instaation Directory Structure <C:\> Cient hard drive Program Fies Avaya Avaya Aura CC Eite Mutichanne Desktop CC Eite Mutichanne Contro Pane CC Eite Mutichanne Desktop CC Eite Mutichanne Reporting Media Proxy Service Deveoper Mutimedia Common Libraries Pugin Common Libraries XML Cient Server Appication Management Director Ca Recording Config Service Ca Routing Server Sampes Rues Pug-in SQL Pug-in Configuration Server SQL Script Interaction Data Server - Mutimedia Interaction Data Server - View Interaction Data Server - Voice and Presence Sampes SQL Script License Director Media Director Media Gateways AOL-ICQ Instant Messenger Gateway Communicator Gateway MSN Messenger Gateway SMS Gateway Web Chat Gateway Web Chat for IIS WebChatASP WebChatWebservice XMPP Gateway Media Stores Emai Media Store Preview Contact Media Store Simpe Messaging Media Store SQL Script Voice Media Store Task Director Trace System Virtua Agent Virtua Agent Web Service Voice Porta Config Service XML Server XML Server Test Utiities AS Maintain Database Voice Porta Appication Updater Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

16 Chapter 1: Introduction Supported Languages Some of the Ca Center Eite Mutichanne appications, such as Ca Center Eite Mutichanne Desktop and work items from a three media stores are avaiabe in the foowing anguages: Engish Chinese (Simpified) French German Itaian Portuguese (Braziian) Russian Spanish (Coumbian) A anguage versions run with the foowing Windows operating systems in their own anguage: Microsoft Windows XP Professiona SP3 Microsoft Windows Vista Microsoft Windows 7 In addition, West European singe-byte character set anguages (Itaian, Spanish, Portuguese, German and French) run with the above Windows operating systems in Engish. Doube-byte character set anguages (Japanese, Korean, Russian, Traditiona and Simpified Chinese) aso run with Engish operating systems, but you must insta the font character set for the anguage you want to use and change your regiona and anguage settings to suit. Important:! Important: If you do not insta font character set for required anguages and change your regiona and anguage settings, a non-engish text is repaced with question marks. Secondary Servers XML Server: Fai Over The foowing appications supports XML server faiover: 14 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

17 Upgrading to Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/6.2.5 Media Director Ca Center Eite Mutichanne Desktop If you have configured a secondary XML Server for any of the above appication and the primary XML server fais, the appication automaticay connects to the secondary XML server and continues to deiver work items. You do not need to restart the appication. The time that appication takes to connect to the secondary XML Server depends on the number of phantom stations you have configured. Each phantom station takes about 0.1 seconds. If you have not configured a secondary XML Server, the Media Director or Ca Center Eite Mutichanne Desktop recovers the connection with the primary XML Server when it comes up again. Media Director or Ca Center Eite Mutichanne Desktop tries to recover the connection every 60 seconds. When the connection is recovered, Media Director continues to deiver work items and Ca Center Eite Mutichanne Desktop starts receiving the work items. Upgrading to Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/6.2.5 For detaied step-by-step upgrade information refer to the Avaya Aura Ca Center Eite Mutichanne Upgrade and Migration Guide. Instaation Requirements The specifications isted here are the minimum recommended. Avaya Aura Ca Center Eite Mutichanne and its components shoud be compatibe with a higher specification hardware configurations than those isted in the foowing section: Desktop For Ca Center Eite Mutichanne Desktop, Ca Center Eite Mutichanne Reporting, Ca Center Eite Mutichanne Contro Pane: Hardware: GHz processor (32-bit / 64-bit) - 2 GB RAM - 10 GB free hard disk space Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

18 Chapter 1: Introduction - DVD drive Software: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professiona, Enterprise, and Utimate edition - Microsoft Windows Vista SP2 (32-bit and 64-bit) - Business and Enterprise - Microsoft Windows XP Professiona SP3 (32-bit) - Citrix Presentation Server 4.5 or Microsoft Windows Termina Services 32-bit - Microsoft Internet Exporer 8.0 (Internet Exporer 7.0 wi be used on Microsoft Windows XP) - Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 Servers Hardware: GHz processor with minimum 2 processor cores. - 4GB RAM - 40 GB free disk space - DVD drive Software: - Microsoft Windows 2008 SP1 Server (Enterprise and Standard) 32-bit and 64-bit - Microsot Windows 2008 R2 SP1 - Internet Information Services (IIS) 7 with IIS 6 Management Compatibiity Components - Microsoft Internet Exporer Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 - Appication Enabement Services (AE Services) cient software reease 5.2, 6.1, and 6.2 Core Server One dedicated server for instaing the foowing: - License Director 16 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

19 Instaation Requirements - XML Server - Configuration Server - Appication Management Director - Media Director - Media Stores and Gateways - Ca Routing Server - Virtua Agent - Task Director For Emai ony POP3/SMTP are supported: - Microsoft Exchange Server 6.5, 2003, 2007 Interaction Data Service Server Dedicated Server for Interaction Data Service - excuding Microsoft Internet Exporer which is not required. Database Server One dedicated server on which Microsoft SQL Server 2008 Standard, Enterprise, or Express with Advance Services is instaed so that you can depoy the foowing databases: - Configuration Server (ACS) - ASMSContro Database - ASMSData{x} - ASContact Databases Deveopers Deveoping appications on or with: - Microsoft Windows 7 SP1 (32-bit and 64-bit) - Professiona, Enterprise, and Utimate edition - Microsoft Windows XP Professiona SP3 32-bit with Microsoft Visua Studio 2005 and Microsoft Windows 2008 Server 32-bit and 64-bit - Standard and Enterprise - Microsoft Windows 2008 R2 - Microsoft Internet Exporer 7.0 and 8.0 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

20 Chapter 1: Introduction - Microsoft Internet Exporer 9.0 (supported on Avaya Aura Ca Center Eite Mutichanne Reease 6.2.5) - Microsoft.Net Framework 3.5 SP1 - Appication Enabement Services (AE Services) cient software reease 5.2, 6.1, Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

21 Chapter 2: Supported products This section contains the foowing topics: Supported Avaya products on page 19 Supported non-avaya products on page 20 Supported Avaya products Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/6.2.5 supports the foowing Avaya products: Avaya Products Avaya Aura Appication Enabement Services 5.2 Avaya Aura Appication Enabement Services 6.1 Avaya Aura Appication Enabement Services 6.2 Ca Center Eite Mutichanne Ca Center Eite Ca Center Eite Avaya Aura Ca Center Eite Avaya Aura Ca Center Eite Avaya Aura Ca Center Eite Communication Manager Communication Manager Avaya Aura Communication Manager Avaya Aura Communication Manager Ca Management System Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

22 Chapter 2: Supported products Avaya Products Ca Center Eite Mutichanne Ca Management System Ca Management System Voice Porta Avaya Aura Experience Porta Avaya Ca Recorder 3 Supported non-avaya products Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/6.2.5, supports the foowing Non-Avaya products: Non-Avaya Products Ca Center Eite Mutichanne Microsoft Windows XP SP3 (32-bit) 3 Microsoft Windows Vista SP2: Business (32-bit and 64-bit) Enterprise (32-bit and 64-bit) Microsoft Windows 7 SP1: Professiona (32-bit and 64-bit) Enterprise (32-bit and 64-bit) Utimate (32-bit and 64-bit) Microsoft Windows 2008 Enterprise Server: 2008 SP2 (32-bit and 64-bit) 2008 R2 SP1 (64-bit) Microsoft SQL Server: 2008 Standard (32-bit and 64-bit) 2008 Express (32-bit and 64-bit) 2008 Enterprise (32-bit and 64-bit) Microsoft Internet Exporer 6.0, 7.0, and 8.0 Microsoft Internet Exporer 9.0 is supported in Ca Center Eite Mutichanne Reease Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

23 Supported non-avaya products Non-Avaya Products Ca Center Eite Mutichanne Microsoft CRM Microsoft CRM Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

24 Chapter 2: Supported products 22 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

25 Chapter 3: Instaing and Configuring Desktop Components This section incudes the foowing topics: Instaing Desktop on page 23 Insta Ca Center Eite Mutichanne Reporting on page 65 Insta Media Proxy on page 74 Instaing Desktop Avaya Aura Ca Center Eite Mutichanne Desktop runs on various Microsoft Windows operating systems, such as XP, Vista, and Windows 7. For more information, see Supported products on page 19.! Important: Important: You must insta Ca Center Eite Mutichanne Desktop on Microsoft Windows Vista or Microsoft Windows 7 as Administrator. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1 and Microsoft Internet Exporer 6.0 SP1 or higher. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. If Media Proxy is not aready instaed on the system, this instaation automaticay (and sienty) instas Media Proxy, which is needed to run Ca Center Eite Mutichanne Desktop. By defaut, the proxy service is instaed to C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\Desktop\Media Proxy Service. It is possibe to first insta Media Proxy using Ca Center Eite Mutichanne's separate Media Proxy instaer (see Insta Media Proxy on page 74). However, if you ever uninsta the proxy at a ater date, Ca Center Eite Mutichanne Desktop wi not work. By using the sient insta avaiabe through Ca Center Eite Mutichanne Desktop's instaer, you cannot uninsta Media Proxy by itsef (it does not appear in Contro Pane's Add or Remove Programs). Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

26 Chapter 3: Instaing and Configuring Desktop Components Command Line Parameters To find out how to automaticay (sienty) insta this Ca Center Eite Mutichanne appication foowing a set of pre-defined seection options, see Run Sient Insta on page 214. Manua Insta To manuay insta Ca Center Eite Mutichanne Desktop: 1. Cose a open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Desktop. 5. Cick CC Eite Mutichanne Desktop. The system dispays the Avaya Aura Ca Center Eite Mutichanne Desktop wecome screen. 6. Cick Next to continue. The system dispays the License Agreement screen. 7. Read the icense agreement and, if you agree with the icensing terms, cick Yes. The system dispays the Ca Recording Server screen. 8. In the Server and Port fieds, enter the host name or IP address and port number of the Ca Recording server and cick Next. For more information on Ca Recording, see Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. 9. Keep the check box seected and cick Next. The system uses the oca.ini fie of the Desktop appication to source the configuration data. For more information on the configuration fie, see Desktop configuration fie on page 175. To use the Configuration Server to source configuration data: a. Cear the check box. The other text fieds on the screen are enabed. 24 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

27 Instaing Desktop b. Use the foowing definitions to specify the vaues in the fieds. Fied Appication Name Server Name or IP Address Port Number Configuration Fiters Description The name of the appication that Configuration cient requests configuration information for. Enter the IP address or the name of the Configuration server that Configuration cient connects to for configuration information. If you do not want to use the prescribed TCP/IP port number (29091), type the port number to be used for communication between the Configuration server and the Configuration cient. The configuration fiter is used in conjunction with the appication name to ocate a unique user and their configuration data from the Configuration Server. You must use User, or Machine Name, or both. If you want to use the user's network ogin name as a configuration fiter, type %%U in the User text box. If you do not want to use the user name as a fiter, eave the text box empty. If you want to use the name of the system as a configuration fiter, type %%M in the Machine Name text box. If you do not want to use the system name as a fiter, eave the text box empty. 10. Cick Next to continue. 11. Keep the defaut ocation and cick Next to continue. To seect a different ocation, cick Browse. 12. Configure Media Director, License Director, and XML Server as mentioned in the beow tabe: The system save the information that you enter on this screen in the Desktop configuration fie. If you want to enter the data directy in the configuration fie at a ater time, cick Next to skip this step and continue the instaation. Fied Media Director IP Media Director Port XML Server IP Description The IP address of the Media Director The IP port number of the Media Director. The defaut port is: The IP address of the XML Server Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

28 Chapter 3: Instaing and Configuring Desktop Components Fied XML Server Port License Director IP License Director Port Description The IP port number of the XML Server The defaut port is: The IP address of the License Director When the IP address is entered, the Connect License Director parameter in the appication's configuration fie changes from Fase to True The IP port number of the License Director. The defaut port is: Cick Next to continue. 14. Keep the icarity feature seected to insta the icarity pug-in and cick Next. 15. Cick Next to continue 16. Cear the check box to insta Ca Center Eite Mutichanne Desktop without a shortcut on the system desktop and cick Next. 17. Check your instaation settings and cick Next. If you receive an Add Provider Error message diaog box during instaation, cick Ok. 18. Cick Finish. 19. If you are asked to restart your system, which may happen if some appication components need updating or registering, cick Yes. Configuring Desktop In Avaya Aura Ca Center Eite Mutichanne Desktop, you can configure the features and options from the Toos > Options diaog box. To configure any parameters that are not avaiabe on the Options diaog box, you need to open ASGUIHost.ini and specify your settings in that fie. For more information, see Desktop configuration fie on page 175. dispay the Options diaog box in the Desktop interface, seect Toos > Options from the menu bar. This section discusses the configuration of foowing components: Media Director on page 27 Presence on page 28 Session Notes on page Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

29 Configuring Desktop Teephony on page 30 User on page 31 Voice on page 34 IDS View Cient on page 35 Directory on page 36 Enhanced Dia on page 37 Quick Dia on page 37 Custom Buttons on page 38 Emai on page 39 Simpe Messaging on page 40 HTML Editor on page 41 Waboard on page 42 icarity on page 51 Microsoft CRM on page 53.Net Remote Connection on page 56 Customizing a Language on page 56 Managing Rues on page 59 Integrate Microsoft CRM on page 62 Integrate IronPython Script on page 62 Media Director To configure Media Director: 1. Cick the Media Director tab. 2. In the Connection section: 1. In the Media Director IP fied, enter the IP address of the Media Director. 2. In the Media Director port fied, enter the port number of the Media Director. Defaut: In the Media Proxy IP fied, enter the IP address of the Media Proxy. Defaut: ocahost. 4. In the Media Proxy port fied, enter the port number of the Media Proxy. Defaut: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

30 Chapter 3: Instaing and Configuring Desktop Components 5. Seect the Enabe connection to Media Director check box to enabe mutimedia functionaity within the Desktop appication. If you do not seect this check box, you can use Desktop appication ony to receive voice work items. 6. Seect the Connect to Media Director when agent ogs in check box to make the appication connect to Media Director when an agent ogs into the switch. If you do not seect this check box, the appication automaticay connects to Media Director immediatey after it starts. 3. In the Remoting Channe section: 1. In the Channe Type fied, enter the communication channe that Media Director uses. Defaut: gtcp. Presence On the Presence tab, you can seect agents to view their activities and their work status. To view the activity of an agent, you need to specify the Station DN and Agent ID of an agent. If you configure the IDS View Cient tab, Desktop automaticay dispays a ist of stations that Interaction Data Server - View monitors and agents currenty ogged into the switch that Interaction Data Server - View monitors. To configure Presence: 1. Cick the Presence tab. 2. On the Genera tab: a. Cick the Group name arrow to seect a group name that you want to monitor. You must aready setup the group names in the AS Contact Database. b. In the Dispay Mode section, seect Norma or Supervisor as a dispay mode. With the Supervisor mode, the supervisor can view detaied statistica data, which is not reated to the everyday Agent activities. c. In the Coumn Names In Database section: Cick the Station DN arrow to seect the station DN. Cick the Agent ID arrow to seect the agent ID. d. In the Genera section: In the Maximum tabbed groups fied, enter the maximum number of tabs you want to view. Defaut: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

31 Configuring Desktop In the Maximum group members fied, enter the maximum number of group members you want to view. Defaut: 50 Cick the Aternate ine coor in dispay window arrow to seect the dispay coor for dispaying aternate ines in the Presence window. e. In the Time Dispay Stye section, seect a stye to dispay time. f. In the Error Log section, seect the Enabe error ogging check box to write pug-in error information to an error og fie. 3. On the Update Intervas tab: In the Update Last State Time Interva fied, enter the time interva in seconds This time interva indicates the time after which the Presence window refreshes the information, which incudes the agent state in the Presence pug in. In the Contact Synchronize Interva fied, enter the time interva in seconds. This time interva indicates the time after which the contacts in the ASContact database are synchronized with the Presence window. If the ASContact database has a new contact in a group that you have seected for Presence, the Presence window dispays the new contact after synchronizing with the ASContact database. Session Notes To configure Session Notes: 1. Cick the Session Notes tab. 2. In the Fie ocation fied, enter the path. The session notes fies, in.rtf format, are saved to and restored from this path. Cick Browse to seect path. If you eft the Fie ocation fied bank, the session notes are save to or retrieved from a defaut ocation, which is the My Documents foder of the currenty ogged in agent. 3. In the Enabe automatic saving fied, enter the time in minutes. This time indicates the interva after which the contents of the session notes are automaticay saved to the specified path. 4. Seect the Enabe error ogging check box to write appication error information to error og fies. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

32 Chapter 3: Instaing and Configuring Desktop Components Teephony To configure teephony: 1. Cick the Teephony tab. 2. In the Station section: In the Station DN fied, enter the phone number of an agent. The Desktop appication on the system associates with the specified phone number. 3. In the Error Log section: Seect the Enabe error ogging check box to write pug-in error information to error og fies. 4. In the Primary Teephony Link section: In the XML Server IP fied, enter the IP address of a primary XML server. In the XML Server port fied, enter the port number of a primary XML server. The defaut port of naming service is Cick the button next to the Link arrow to ist the currenty configured XML interfaces, which you can use for the teephony service. Cick the Link arrow to seect the primary XML interface ink that the Desktop appication can use to connect to the Avaya Teephony server and switch. 5. In the Secondary Teephony Link section: In the XML Server IP fied, enter the IP address of a secondary XML server. In the XML Server port fied, enter the port number of a secondary XML server. The defaut port of naming service is Cick the button next to the Link arrow to ist the currenty configured XML interfaces, which you can use for the teephony service. Cick the Link arrow to seect the secondary XML interface ink that the Desktop appication can use to connect to the Avaya Teephony server and switch. 6. In the Po Agent Status section: Seect the Po Agent status check box to enabe poing the status of an agent. In the Poing interva fied, enter or seect the time interva, in seconds, after which the appication pos the agent status. To reduce the network traffic, specify the arger time interva. 7. In the Po Station Status section: Seect the Po Send A Cas status check box to enabe poing the status of a the cas that an agent sends. 30 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

33 Configuring Desktop Seect the Po Ca Forward status check box to enabe poing the status of a the cas that an agent forwards. Seect the Po Message Waiting status check box to enabe poing the status of waiting message at an agent station. In the Poing interva fied, enter or seect a time interva, in seconds, after which the appication pos the status of an agent station. To reduce the network traffic, specify the arger time interva. 8. In the Other section: Seect the Enabe trace check box to send appication error information to the debug window. In the Reconnect interva fied, enter or seect the time interva, in seconds, the teephony pug-in wait before retrying to connect to the XML server after it fais for the first time. Defaut: 15. User To configure user: 1. On the Genera Tab: 1. In the Toobar Position section, seect the position of the toobar on the appication interface from the foowing options: - Top first. First toobar from the top - Top second. Second toobar from the top - Bottom. Toobar at the bottom of the screen 2. In the Error Log section, seect the Enabe error ogging check box to write pug-in error information to an error og fie. 3. In the Login Stye section, seect the Use advanced ogin stye check box that heps an agent to change their ogin from the User toobar. 4. In the Agent section: In the Agent ID fied, enter the agent ogin ID as configured in the switch. In the Agent password fied, enter the password associated with the agent ID. Cick the Login mode arrow to seect a work mode that is automaticay set to an agent after the og into the Desktop appication. Foowing are the working modes avaiabe for an agent: - Auxiiary. Makes an agent unavaiabe to receive cas so that they do work, which is not reated to a ca. For exampe, tea break or unch. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

34 Chapter 3: Instaing and Configuring Desktop Components - After Ca Work. Makes an agent unavaiabe to receive cas so that they can do the after ca work, for exampe, fiing a form or updating customer detais. - Avaiabe. Makes an agent avaiabe to receive cas. Cick the Avaiabe mode arrow to seect how an agent becomes avaiabe to receive another ca after the current ca ends. Foowing are the modes avaiabe: - Auto-In. The system paces an agent automaticay in the Avaiabe mode after a current ca ends. - Manua-In. The system paces an agent automaticay in the After Ca Work mode after the current ca ends. To further receive cas, an agent must manuay change the work mode to Avaiabe. In the Voicemai DN fied, enter a phone number to which an agent wants the system to send a the incoming cas when they enabes the Send A Cas button on the User toobar. This DN connects the caer to the voicemai of an agent. 5. In the Misceaneous section: Seect the Dispay ACW button check box to dispay the After Ca Work (ACW) button on the appication interface. If you do not seect this check box, the ACW functionaity is not be avaiabe to an agent. Seect the Dispay AUX button check box to dispay the Auxiiary (AUX) button on the appication interface. If you do not seect this option, the Auxiiary mode is not be avaiabe to an agent. Seect the Disabe ACW button when in After Ca Work mode check box disabe the ACW button on the appication interface when an agent is in the ACW mode. Seecting this check box restricts an agent from using the ACW button when they are in the ACW mode, thereby prevents an agent to extend the time they spend in the After Ca Work mode. Seect the Disabe AUX button when in Auxiiary mode check box to disabe the AUX button on the appication interface when an agent is in the Auxiiary mode. Seecting this check box prevents an agent from changing the reason code they seected whie changing the work mode to Auxiiary. Seect the Aow user-seected work mode check box to hep an agent to seect the Auto-In or Manua-In work mode whie they change the mode to Avaiabe. If you do not seect this check box, the appication automaticay uses the defaut work mode that you set on the Genera tab. 32 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

35 Configuring Desktop Seect the Force reason code seection when changing to Auxiiary mode check box to force an agent to seect a reason code whie changing to Auxiiary mode. If you do not seect this check box, an agent can either seect a reason code from the drop-down ist or cick the AUX button and use the defaut reason code specified in the configuration fie of the appication. For more information, see Defaut AUX Reason Code parameter in Desktop configuration fie on page 175. Seect the Force reason code seection when ogging out check box to force an agent to seect a reason code from a drop-down ist whie ogging out from the appication. If you do not seect this check box, an agent can either seect a reason code from the drop-down ist or cick the Logout button and use the defaut reason code specified in the configuration fie of the appication. For more information, see Defaut Logout Reason Code parameter in Desktop configuration fie on page On the Reason Codes tab, you can set the reason codes that you can use when you ogout from the appication or change to the auxiiary mode: 1. In the Logout Reason Codes section, cick the Mode arrow to seect foowing options: Disabe reason codes Use reason codes when ogging out 2. In the Aux Reason Codes section, cick the Mode arrow to seect foowing options: Disabe reason codes Use reason codes when changing to Auxiiary mode 3. Add reason codes for Logout and Auxiiary: After you seect the Use reason codes when changing to Auxiiary mode and Use reason codes when changing to ogging out option from the respective Mode arrow, you can add different reason codes and their description. 1. Cick Add. 2. In the Reason code ID fied, enter a unique identifier for a reason code. 3. In the Reason code description fied, enter the reason description that the system dispays why an agent changes to the Auxiiary mode or og out from the appication. 4. Cick OK. 5. Repeat the steps 1 to 4 to add more reason codes. You can aso edit or remove a reason code. Cick Edit to edit a reason code and cick Remove to deete a reason code. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

36 Chapter 3: Instaing and Configuring Desktop Components Voice To configure voice: 1. Cick the Voice tab. 2. In the Toobar Position section, seect the position of the toobar on the appication interface from the foowing options: Top first. First toobar from the top Top second. Second toobar from the top Bottom. Toobar at the bottom of the screen 3. In the Genera Options section: Seect the Enabe error ogging check box to write pug-in error information to an error og fie. Seect the Make ca active when work item tab cicked check box to make a voice ca active when you cick the tab for a voice work item. Seecting this check box: - Answers an aerting ca - Unhods a ca that is on hod Cearing this check box makes an agent to cick the work item tab and then cick the Answer or Unhod button on the toobar. Seect the Automaticay hod active ca on dia check box to automaticay pace the current ca on hod if an agent dias another ca. Seect the Lock window ayout check box to ock the ayout of your voice work item tabs so that an agent can not change the size and position of the tab. Seect the Bring forward work item if ca answered by other means check box to make phone cas that an agent answers from the physica phone or by any other means outside this appication active within Desktop. Seect the Drop phantom ca(s) when appication coses check box to drop phantom cas from the physica phone of an agent when an agent coses the Desktop appication. 4. In the Smart Dia section: Seect the Enabe Smart Dia check box to enabe the Smart Dia option in the Directory window. Seect the Dia oca area code check box to force Smart Dia to use the oca area code specified in the phone number, even when Smart Dia recognizes the same code in the Loca area codes fied. 34 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

37 Configuring Desktop Seect the Dia outside ine access code check box to force Smart Dia to use the outside ine access code for a externa phone cas. Seecting this option overrides any contradictory behavior set in a switch. In the Internationa access code fied, enter a code required to make an internationa ca. In the Long distance access code fied, enter a code required to make a nationa ca. In the Outside ine access code fied, enter a code required to dia an outside ine. In the Minimum ength for outside ca fied, enter the minimum number of digits required to make an outside ca. This is a number more than the number of digits that make up your interna extension numbers. In the Loca exchange codes that require ong distance access code fied, enter any oca exchange codes you want Smart Dia to automaticay precede with the ong distance access code. You can specify mutipe exchange codes. You must separate the exchange codes by a comma and a space. For exampe, 23, 27, 31. In the Loca country code fied, enter your oca country code. In the Loca area codes fied, enter your oca area code or oca area codes if appicabe. A ist of area codes are separated by a comma and space. For exampe, 9, 3, 4. IDS View Cient To configure Interaction Data Server - View Cient: 1. Cick the IDS View Cient tab. 2. In the Muticast IP fied, enter the IP address that is used to muticast between appications. Defaut: When the Desktop appication starts, it joins the muticast address and receive packet information from Interaction Data Server - View. 3. In the Muticast port fied, enter the port number that is used to muticast between appications. Defaut: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

38 Chapter 3: Instaing and Configuring Desktop Components 4. In the IDS View URL fied, enter the URL for connecting to Interaction Data Server - View. The URL must use the foowing format: gtcp://ocahost:29076/interactiondataserviceview.rem. 5. Seect the Enabe trace check box to send appication error information to the debug window. 6. Seect the Receive by muticast check box to enabe IDS View Cient to receive data from the Interaction Data Server - View by muticasting. 7. Seect the Enabe error ogging check box to write pug-in error information to an error og fie. Directory To configure Directory: 1. Cick the Directory tab. 2. In the Database server name fied, enter the name of the server on which the ASContact database is ocated. 3. In the Database name fied, enter the name of the database. When you run the database script, the database is automaticay named as ASContact. 4. In the Database user name fied, enter the user name to whom you want to give an access the database. 5. In the Database user password, enter the password associated with the database user name. Before encryption, the defaut user name for a new databases is: CCEUser0. 6. In the Coumns Dispayed section, cick the Get Coumn Dispay IDs button and seect the ID of the coumn dispayed in the Directory window. These IDs indicate the coumn headings set in the ASContact Database. 7. In the Initia Defaut Search section, seect the Enabe initia defaut search check box to force the appication to dispay the directory contents based on the search criteria that an agent has used earier. If an agent has not specified the search criteria in the ast search, the Directory window dispays a ist of a the contacts in the directory when the appication starts. 8. In the Defaut search criteria fied, enter the defaut search criteria to force the appication to use that search criteria when the appication starts. 36 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

39 Configuring Desktop Enhanced Dia With Enhanced Dia you can add agent information in a new outbound ca, transfer ca, or conference a ca. This enhances the diaing so that the customer or another agent knows brief information about the caer. To configure Enhanced Dia: 1. Cick the Enhanced Dia tab. 2. In the Before Dia section, cick the button next to UUI Format fied to specify the ca reated information in the UUI Format fied. The system dispays this information when an agent makes an outbound ca. The system dispays the UUI Format Options diaog box. 3. Cick the arrow and seect an appropriate option. 4. Repeat the step 3 to add more format option. 5. In the Before Transfer and Before Conference sections, cick the button next to UUI Format to specify the ca reated information in the UUI Format fied. The system dispays the information specified in the UUI Format fied when an agent transfers or conferences a ca respectivey. 6. (Optiona) seect the Insert data ony if existing UUI is empty check box to add the user-to-user information ony when the existing UUI associated with a ca is empty. 7. Cick the OK button. Quick Dia With Quick Dia, you can create the quick dia buttons that the Desktop interface dispays to an agent. An agent can cick these quick dia buttons to quicky dia a contact with whom they interact reguary. This saves the time that agent requires to type a phone number or search a contact in a directory. Cicking a quick dia button inserts the phone number of a contact in the Dia fied. Agent can cick the Dia button or press Enter key to initiate the ca. To create quick dia buttons: 1. Cick the Quick Dia tab. 2. In the Toobar Position section, seect the position of the toobar on the appication interface from the foowing options: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

40 Chapter 3: Instaing and Configuring Desktop Components Top first. First toobar from the top Top second. Second toobar from the top Bottom. Toobar at the bottom of the screen Left. Toobar at the eft of the screen Right. Toobar at the right of the screen 3. In the Add New Quick Dia section: 1. In the Number fied, enter the phone number of a contact. 2. In the Name fied, enter the name of a contact. If you have enabed the Smart Dia functionaity, see Voice on page 34. Do not use PSTN, STD, or IDD access codes in the phone number. PSTN is the code required to dia an outside ine, STD is the code required to make a nationa ca, and IDD is the code required to make an internationa ca. Use a singe space, hyphen, or parentheses to separate area codes from the oca number. For exampe, , , (3) , or (3) Prefix a country codes with +. For exampe: , , +64 (3) or +64(3) If you have not enabed the Smart Dia functionaity, an agent must enter phone numbers exacty the way they woud dia them, that is, they must incude the PSTN, IDD, or STD access codes, the country codes, and the area codes to the phone number. For exampe: , or In the UUI fied, seect the appropriate format options. For more information, see Enhanced Dia on page Cick Add. The new quick dia detais are added to the tabe in the Current Quick Dias section. 5. Repeat the steps 1 to 4 to add more quick dia buttons. 6. Cick OK. Custom Buttons On the Custom Buttons tab, you can create buttons that the Desktop interface dispays to an agent. An agent can cick these buttons to perform an action. When an agent cick a custom button, a rue associated with that button is executed. 38 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

41 Configuring Desktop The Custom Buttons pug-in works in conjunction with the Rues pug-in. To create custom buttons: 1. Cick the Custom Buttons tab. 2. In the Toobar Position section, seect the position of the toobar on the appication interface from the foowing options: Top first. First toobar from the top Top second. Second toobar from the top Bottom. Toobar at the bottom of the screen 3. In the Add New Custom Button section: 1. In the Event name fied, enter the name of the event that the system executes agent cick a customer button. In the Rues window, you can see the event name in the When drop-down ist in a format: CustomButton.event_name. 2. In the Button text fied, enter the text to appear on a custom button. 3. In the Icon name fied, enter the icon name incuding the path where the icon fie is stored. You must copy the icon fie to the main directory of Ca Center Eite Mutichanne. The icon that you specify repaces the defaut icon on a custom button. 4. Cick Add. 5. Repeat the steps 1 to 4 to add more custom buttons. 6. Cick OK. To create a rue and associate it with a custom button, see Managing Rues on page 59. Emai To configure emai: 1. Cick the Emai tab. 2. In the Toobar Position section, seect the position of the toobar on the appication interface from the foowing options: Top first. First toobar from the top Top second. Second toobar from the top Bottom. Toobar at the bottom of the screen Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

42 Chapter 3: Instaing and Configuring Desktop Components 3. In the Error Log section, seect the Enabe error ogging check box to write pug-in specific error information to an error og fie. 4. In the Misceaneous section, seect the Aways open attachments check box to enabe opening an attachment in an emai. If you seect this check box, the system does not dispay the fie Save diaog box to save the attachment before opening it. 5. In the Externa Appication section: a. Seect the Enabe externa appication check box to enabe opening an externa appication when an emai work item is received. b. In the Externa appication fie name fied, enter the executabe fie name of an appication that you want to open. c. In the XML fie name fied, enter the name of an XML fie, which is used to share the work item information with the externa appication. For more information on the Externa Appication Execute pug-in, see the Avaya Aura Ca Center Eite Mutichanne Desktop User Guide. 6. Cick OK. Simpe Messaging To configure simpe messaging: 1. Cick the Simpe Messaging tab. 2. In the Error Log section, seect the Enabe error ogging check box to write pug-in specific error information to an error og fie. 3. In the Document Activity Indication section: a. Seect from the foowing options how you want the system to indicate the document activity. - Scro - Fade b. In the Indication Interva msec fied, enter the indication interva in miiseconds. 4. In the Externa Appication section: a. Seect the Enabe externa appication check box to enabe opening an externa appication when an agent receives a simpe messaging work item. b. In the Externa appication fie name fied, enter the executabe fie name of an appication that you want to open. 40 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

43 Configuring Desktop c. In the XML fie name fied, enter the name of an XML fie, which is used to share the work item information with the externa appication. For more information on the Externa Appication Execute pug-in, see the Avaya Aura Ca Center Eite Mutichanne Desktop User Guide. 5. In the Agent Specific Wecome Message section, enter the wecome message that you want to dispay to a customer. The system dispays the wecome message to the customer when an agent accepts the work item from the customer. 6. Cick OK. HTML Editor To configure HTML Editor: 1. Cick the HTML Editor tab. 2. In the Error Log section, seect the Enabe error ogging check box to write pug-in specific error information to an error og fie. 3. In the Toobar Position section, seect the position of the toobar on the appication interface from the foowing options: Language Top first. First toobar from the top Top second. Second toobar from the top Bottom. Toobar at the bottom of the screen 4. Seect the appropriate check boxes to dispay the corresponding button on the HTML editing toobar. 5. Cick OK. To change the defaut anguage: 1. Cick the Language tab. 2. Cick the Language arrow to seect the required anguage for the Desktop appication interface. You must restart the Desktop appication to appy the anguage you have seected. 3. Cick OK. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

44 Chapter 3: Instaing and Configuring Desktop Components Waboard The information that Waboard pug-in dispays depends on a connection to IDS View Cient. Therefore, you must configure the IDS View Cient before configuring the Waboard pug-in. For more information, see IDS View Cient on page 35. On the Waboard tab, there are five tabs that you can access to configure Waboard. To configure Waboard: 1. Cick the Waboard tab. 2. On the Genera tab: The Genera tab gives you various options to configure the ook and fee of Waboard. a. In the Marquee Stye section, seect an option for dispaying the information on the Waboard. Foowing are the avaiabe options: - Right to Left. The information is scroed from the right side to the eft side - Left to Right. The information is scroed from the eft side to the right side - Sti. The information is dispayed without moving from eft to right or right to eft b. In the Marquee Speed section, move the sider to seect the speed for scroing the information. Moving the sider to the eft side reduces the scroing speed and moving the sider to the right side increases the scroing speed. c. In the Text Size section, cick the Dispay text size arrow to seect the size of the text in the information. d. In the Coor section, cick the Text coor and Background coor arrows to seect a text coor for the information that Waboard dispays and a background coor for the Waboard window. e. In the Time Dispay Stye section, seect from the two options for dispaying the time: - Seconds ony. Dispays time in seconds. - Minutes and seconds. Dispays time in minutes and seconds. f. In the Genera Options section: 1. Seect the Enabe error ogging check box to write pug-in specific error information to an error og fie. 2. Seect the Connect to IDS View check box to connect Waboard to IDS View Cient for getting the information. 3. Seect the Suppress IDS connection messages check box to disabe dispaying the messages when Waboard connects to the IDS View Cient. 42 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

45 Configuring Desktop 3. On the Agent tab: You can configure the agent information that Waboard dispays for an agent. If you have configured the IDS View Cient, you can view a ist of agents currenty ogged into the switch that Interaction Data Server - View is monitoring. a. In the Agent Settings section, seect an agent whose information you want to dispay on Waboard. b. In the Agent ID fied, enter the agent ID of an agent whose detais you want to dispay on Waboard and cick Add. The agent ID is added in the agent ist. Seect the newy added agent to dispay the detais on Waboard. You need to add the agent ID when the agent is not avaiabe in the Agent ist and you want to dispay the detais of that agent when that agent ogs into the Desktop appication. c. In the tabe for ist of agent detais, seect an appropriate check box as expained in the foowing tabe: Information Type Agent ID Agent name Station DN Spit / ski Agent state Agent work mode Agent tak state Reason code Pending work mode Cas per hour Description The ID of an agent. The name of an agent. The station number of an agent. The ski or spit groups an agent is ogged into. The state in which an agent is in. The state can be Auto in, Manua in, Logged out, Auxiiary (AUX), or After Ca Work (ACW). If an agent is on a phone, Waboard dispays the agent state as On ca. The current work mode of an agent. The work mode can be Auto in, Manua in, Logged out, AUX, or ACW. The current tak state of an agent. The state can be Ide or On ca. The ast reason code that an agent has used. The pending work mode of an agent. The tota number of cas that an agent received during the current statistica interva. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

46 Chapter 3: Instaing and Configuring Desktop Components Information Type Average tak time Average AUX time Average Avaiabe time Average ACW time Shift average AUX time Shift average Avaiabe time Shift average ACW time Shift average tak time Shift tota cas Description The average ength of time an agent has spent in a ca, during the current statistica interva. The average ength of time an agent has spent in the Auxiiary mode, during the current statistica interva. The average ength of time, in seconds, an agent has spent in Avaiabe mode, during the current statistica interva. The average ength of time an agent has spent in the After Ca Work (ACW) mode, during the current statistica interva. The average ength of time an agent has spent in the Auxiiary mode, during a shift. The average ength of time an agent has spent in the Avaiabe mode, during a shift. The average ength of time an agent has spent in the After Ca Work (ACW) mode, during a shift. The average ength of time an agent has spent in a ca, during a shift. The tota number of cas that an agent has handed during a shift. d. Right-cick an agent detai and seect Edit to change the dispay text that precedes with each piece of information. e. Seect an agent detai and cick the UP and DOWN arrows to change the order in which the Waboard dispays information. f. Seect the Dispay aways check box to dispay agent information on startup. If you cear this check box, the system dispays agent information on Waboard after startup. 4. On the VDN tab: You can configure the VDN information that Waboard dispays for a particuar VDN. If you have configured the IDS View Cient, you can view a ist of VDNs that Interaction Data Server - View is currenty monitoring. a. In the VDN Settings section, seect the VDN for which you want to dispay information on Waboard. 44 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

47 Configuring Desktop b. In the tabe for ist of VDN detais, seect an appropriate check box as expained in the foowing tabe: Information Type VDN number VDN name Cas waiting Longest ca Average tak time Average wait time Abandoned cas Average abandon time Shift abandoned cas Shift average abandon time Shift average tak time Shift average wait time Shift service eve Shift tota cas Description The extension number of a VDN. The name of a VDN. The number of cas currenty waiting and to be answered for a specific VDN. The ength of time a first ca is waiting in a queue. The average ength of time an agent is taking to a caers on a specific VDN, during the current statistica interva. The average ength of time, during the current statistica interva, a caer caing to a VDN is waiting before their ca is answered. The number of cas coming to a VDN abandoned during the current statistica interva. The average ength of time, during the current statistica interva, a caer caing to a VDN is waiting before their ca is abandoned. The number of cas coming to a VDN, during a shift, are abandoned. The average ength of time, during a shift, a caer caing to a VDN is waiting before their ca is abandoned. The average ength of time, during a shift, an agent ogged into a VDN is taking to a caer. The average ength of time, during a shift, a caer caing to a VDN is waiting before their ca is answered. The percentage of cas that are coming to a VDN are answered within the service eve time specified in the Interaction Data Server - Voice and Presence. The number of cas made to a VDN during a shift. c. Right-cick a VDN detai and seect Edit to change the dispay text that precedes with each piece of information. d. Seect a VDN detai and cick the UP and DOWN arrows to change the order in which the Waboard dispays information. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

48 Chapter 3: Instaing and Configuring Desktop Components e. Seect the Dispay aways check box to dispay an VDN information on startup. If you cear this check box, the system dispays VDN information on Waboard after startup. 5. On the Queue tab: You can configure the information for a particuar ski, spit group, or a mutimedia queue. If you have configured the IDS Voice and Presence, you can view a ist of spit groups, skis, queues that Interaction Data Server - Voice and Presence is currenty monitoring. a. In the Queue Settings section, seect skis, spit groups, or queues whose information you want the Waboard to dispay. b. In the Queue ID fied, enter the queue ID of a queue whose detais you want the Waboard to dispay and cick Add. The queueid is added in the queues ist. Seect the newy added queue to dispay the detais on Waboard. You need to add a queue ID when the queue is not avaiabe in the Queues ist and you want to dispay the detais of that queue when that agent ogs into the Desktop appication. c. In the tabe for ist of agent detais, seect an appropriate check box as expained in the foowing tabe: Information Type Description Queue ID Queue: A unique identifier of a mutimedia queue. Spit/ski: An extension number of a ski or a spit group. Queue name Queue: The name of a mutimedia queue. This parameter is bank for mutimedia queues. Spit/ski: The name of a ski or spit group. Agents staffed Queue: The tota number of agents associated with a queue. This parameter is bank for mutimedia queues. Spit/ski: The tota number of agents, avaiabe or unavaiabe, ogged into the ski or spit group. Agents avaiabe Queue: The tota number agents avaiabe for a queue. This parameter is bank for mutimedia queues. Spit/ski: The number of agents ogged into a ski or a spit group and are avaiabe to take cas. For exampe, an agent in the Avaiabe mode. 46 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

49 Configuring Desktop Information Type Description Interactions waiting Queue: The tota number of work items waiting to be processed by a queue aong with the work items that an agent has suspended. Spit/ski: The tota number of interactions waiting at a ski or a spit group. Odest interaction Queue: The ength of time the odest work item was waiting for a service. This does not incude work items that are deivered to agents and then agent suspended these work items to process in future. Spit/ski: The ength of time the odest work item was waiting at a ski or a spit group. This parameter is bank for spits and skis. Tota interactions in progress Queue: The tota number of work items deivered to agents for processing. This number incudes work items that an agent has not yet accepted. Spit/ski: The tota number of work items that are deivered to a ski or a spit group. This parameter is bank for spits and skis. Tota interactions arrived this shift Tota interactions arrived this interva Tota interactions arrived this hour Queue: The tota number of new work items arrived at a queue during a shift. Spit/ski: The tota number of new work items that are arrived at a ski or a spit group. This parameter is bank for spits and skis. Queue: The tota number of new work items arrived at a queue during a current statistica interva. Spit/ski: The tota number of cas made to a spit group or a ski during a current statistica interva. Queue: The tota number of new work items arrived at a queue in a current hour. The current hour starts on the hour (for exampe: 9am) and ends at the current time (for exampe: 9.37am). Stricty speaking, the statistic is generated for the current 'part' hour. Spit/ski: Tota number of new work items arrived at a spit group or a ski in a current hour. This parameter is bank for spits and skis. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

50 Chapter 3: Instaing and Configuring Desktop Components Information Type Description Tota interactions arrived ast hour Queue: Tota number of new work items arrived at a queue in a ast hour. This is not the current hour (see Tota interactions arrived this hour) but the hour previous to that. For exampe, if the current hour is 9am to 9.37am, the previous hour is 8am to 9am. Spit/ski: Tota number of new work items arrived at a spit group or a ski in a ast hour. This parameter is bank for spits and skis. Tota interactions suspended Queue: The tota number of work items that are currenty suspended for a queue. Spit/ski: Tota number of work items that are currenty suspended for a spit group or a ski. This parameter is bank for spits and skis. Tota interactions suspended this interva Queue: The tota number of work items suspended for a queue, during a current statistica interva. Spit/ski: Tota number of work items suspended for a spit group or a ski, during a current statistica interva This parameter is bank for spits and skis. Average wait time Queue: The average ength of time, work items arriving to a queue, during the current statistica interva, are waiting before being answered. The time does not incude the ength of time a work item was suspended. Spit/ski: The average ength of time caers caing to a ski or a spit group, during the current statistica interva, are waiting before their ca is answered. Average hande time Queue: The average ength of time work items arrived to a queue, during the current statistica interva, are active at an agent before being cosed. The time does not incude work items that are not cosed. Spit/ski: The average ength of a ca to a spit group or a ski during a current statistica interva. 48 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

51 Configuring Desktop Information Type Description Tota abandoned interactions Queue: The number of work items arrived to a queue, during the current statistica interva, that have been abandoned before being deivered to an agent for processing. This vaue is vaid ony for session-based media stores. For exampe, Web chat and MSN. Spit/ski: Tota number of cas arrived to a ski or spit group during a current statistica interva, are abandoned. Average abandon time Queue: The average ength of time work items arrived to a queue are waiting before they are being abandoned. This vaue is vaid ony for session-based media stores. For exampe, web chat and MSN. Spit/ski: The average ength of time caers caing to a ski or spit group, during a current statistica interva, are waiting before their cas are abandoned. Shift abandoned cas Queue: Tota number of cas to a queue that are abandoned. This parameter is bank for mutimedia queues. Spit/ski: Tota number of cas arrived to a ski or a spit group, during a shift, are abandoned. Shift average abandoned time Queue: The average ength of time caers caing to a queue, during a shift, are waiting before their cas are abandoned. This parameter is bank for mutimedia queues. Spit/ski: The average ength of time caers caing to a ski or a spit group, during a shift, are waiting before their ca is abandoned. Shift average tak time Queue: The average ength of time an agent is taking to caers, during a shift. This parameter is bank for mutimedia queues. Spit/ski: The average ength of time an agent, who is ogged into a ski or a spit group is taking to caers, during a shift. Shift average wait time Queue: The average ength of time caers caing to a queue, during a shift, are waiting before their ca is answered. This parameter is bank for mutimedia queues. Spit/ski: The average ength of time caers caing to a spit group or a ski, during a shift, are waiting before their ca is answered. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

52 Chapter 3: Instaing and Configuring Desktop Components Information Type Description Shift service eve Queue: The percentage of cas to a queue that are answered within the service eve time specified in the Interaction Data Server - Voice and Presence. This parameter wi be empty for mutimedia queues. Spit/ski: The percentage of cas to a spit group or a ski that are answered within the service eve time specified in the Interaction Data Server - Voice and Presence. Shift tota cas Queue: Tota number of cas made to a queue, during a shift This parameter wi be empty for mutimedia queues. Spit/ski: Tota number of cas made to a ski or a spit group, during a shift. If any information type is disabed, you cannot appy that information type to a seected queue, spit group, or a ski. d. Right-cick a Queue detai and seect Edit to change the dispay text that precedes with each piece of information. e. Seect a Queue detai and cick the UP and DOWN arrows to change the order in which the Waboard dispays information. f. Seect the Dispay aways check box to dispay the queue information on Waboard at startup. If you cear this check box, the system dispays queue information on Waboard after startup. 6. On the Agent tab: You can set Waboard notifications that dispays an aert message whenever a set numerica threshod eve, reated to the numerica data variabes under the Agent, VDN, or Queue tabs is reached. a. In the Aert name fied, enter the name for an aert. b. In the Leve fied, enter a vaue that sets the numerica threshod at which an aert is activated. For exampe, you can enter a vaue 10 to dispay an aert when 10 there are 10 incoming cas. c. In the Weight fied, enter a vaue that sets a reative importance of an aert that you have set versus any other aerts you have set. The higher vaue indicates more importance to an aert. d. Cick the Text coor arrow to seect coor for the text on an aert. e. Cick the Background coor arrow to seect background coor for an aert window. 50 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

53 Configuring Desktop f. Cick the Marquee Stye arrow to seect the scroing effect for the text on an aert. g. Cick Add. 7. Cick OK. To activate an aert: 1. On the Waboard tab, cick the appropriate tab to set an aert. 2. From the Agent, VDN, or Queue ist, seect an ID. a. From the corresponding detais ist, seect a fied to which you want to appy an aert. b. Cick Add Aert. c. Cick the Aert name arrow to seect an aert name. d. Cick OK to appy the seected aert. You cannot add an aert to non-numerica fieds. Any aert vaue that you appy to a time reated fied, defines the threshod ony in seconds. Therefore, if you want to set 3 minutes, you must set the eve to 180 seconds. icarity! Important: Important: By defaut, icarity is disabed in Ca Center Eite Mutichanne Desktop. When you first open ASGUIHost.ini, icarity Pug-in is disabed by preceding it with a semicoon. in the Pug In Assemby List section. You must remove the semicoon to enabe icarity Pug-in and dispay the icarity tab in the Options diaog box. To configure icarity Pug-in: 1. Cick the icarity tab. 2. In the Toobar Position section, seect the position of the toobar on the appication interface from the foowing options: Top first. First toobar from the top Top second. Second toobar from the top Bottom. Toobar at the bottom of the screen Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

54 Chapter 3: Instaing and Configuring Desktop Components 3. In the icarity Wizards section, cick a button to perform an action expained in the beow tabe: Button Log in Contents About Audio Options Tuning Wizard Login Settings Login Wizard Language Enabe Logging Description Logs into the communication manager server Dispays icarity onine hep Dispays the copyright and version information of icarity features. Dispays the options to set the voume of the speakers of your system or headset connected to your system. Dispays options for tuning the audio of the payback and recording devices connected to your system. Dispays options to modify the og in, ca server, audio, ca contro, emergency ca handing, and VPN information. Dispays a wizard to configure icarity to og into a ca server. Dispays a diaog box to seect a anguage. The seected anguage is appied to the diaog boxes that opens when you cick a button in the icarity Wizards section. Enabes ogging of error message for icarity to an error og fie. 4. In the Record section: a. Cick the button next to the text fied and enter a fie name with a.wav extension. b. Cick Start Record to start the recording of the wecome greeting. c. Start taking in front of your recording device to save the wecome greeting in a fie mentioned in the text fied. d. Cick Stop Record to stop the recording. e. Seect the Overwrite check box to overwrite the existing fie with a new recording. If you specify an existing fiename to overwrite with a new wecome greeting, you must seect the Overwrite check box before you cick Start Record. 5. In the Pay section: 52 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

55 Microsoft CRM a. Cick the button next to the text fied to seect a.wav fie in which you have recorded a wecome greeting. The wecome greeting from this fie is payed on a system at the customer side. b. Seect the Pay greeting automaticay check box to pay the greeting at customer side after you answers an incoming ca. 6. Seect the Log in automaticay when agent starts up check box to og an agent to the ca server as soon an agent starts Desktop. 7. Seect the Enabe error ogging check box to write pug-in error information to an error og fie. 8. Cick OK. Microsoft CRM When you first open the ASGUIHost.ini fie, the MS CRM GUI pug-in is disabed in the Pug In Assemby List, by preceding it with a semicoon. For exampe, ;MS CRM GUI Pugin = MS CRM GUI Pugin. You must remove the semicoon to enabe MS CRM GUI pug-in and dispay the Microsoft CRM tab in the Options diaog box. To configure Microsoft CRM: 1. On the Main tab: On this tab, you can configure options to connect to your Microsoft CRM environment. 1. In the MS CRM Server section: 1. In the Name fied, enter the name of the MS CRM server. 2. In the Domain fied, enter the domain in which the MS CRM server present. 2. In the CRMService URL fied, enter the URL of the fie where the CRM service fie is avaiabe. 3. In the MetadataService URL fied, enter the URL of the fie where the metadata service fie is avaiabe. 4. In the Login section: 1. Enter the user name and password to access the MS CRM server. 2. Seect the Login using defaut credentias check box to use the defaut user name and password to access MS CRM server. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

56 Chapter 3: Instaing and Configuring Desktop Components 2. On the Identification tab: You can specify the ASContact database that CC Eite Mutichanne Desktop can search when a work item is received. If you seect ASContact Database, you must transfer or synchronize contact and account data from your Microsoft CRM database into the ASContact Database. On this tab, you can aso contro the types of work items that Ca Center Eite Mutichanne Desktop can search to match the detais with an existing database record. You can use Directory in Desktop to search a Microsoft CRM customer record. The Directory offers more benefits over the Microsoft CRM database. In Directory, you can search by many data types, such as name, phone number, and emai address. In Microsoft CRM, you can ony search by name. In ASContact database the searching is fast as compared to searching in Microsoft CRM database, which is a Web-based database. 1. In the Inbound Contact Identification section, seect from the foowing contact identification options: - Contact Database - MS CRM Directy - Disabe, ony use Rues 2. In the Enabe Identification Channes section, seect the channes for which you want to search the database when you receive a work item. 3. On the Contact DB tab: You can view this tab ony if you seect the ASContact Database on the Identification tab. You can define an action that Desktop performs when the detais from an inbound work items matches with the detais of a singe or mutipe contacts in the ASContact database. You aso define an action that Desktop performs when the detais from an inbound work item does not match with any of the record in the ASContact database. In such case, you can aso define not to perform any action or opens a bank account record or contact record. 1. In the Contact Database section: 1. In the Server fied, enter the name of the database server. 2. In the Name fied, enter the name of the database. Defaut: ASContact. 3. In the Username and Password fieds, enter the user name and password to access the database. 4. Cick Test Connection to test if Desktop can successfuy connects to the database server that you mentioned. 54 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

57 Microsoft CRM 2. In the Lookup Contacts section: 1. Cick No Match Action arrow to seect an action when the detais from a work item does not match with any contact records in the database. 2. Cick Singe Match Action arrow to seect an action when the detais from a work item matches with a contact in the database. 3. Cick Mutipe Match Action arrow to seect an action when the detais from a work item matches with mutipe contacts in the database. 4. On the MS CRM tab: You seect options to search Microsoft CRM accounts, Microsoft CRM contacts, or both when an inbound work item arrives. You can seect particuar fieds for accounts and for contacts. You can view the MS CRM tab ony if you seect the MS CRM directy option on the Identification tab. 1. Seect the Look MS CRM Account check box to add the fieds for CRM accounts. When a work item is received, the detais from the work item are matched with the detais in the Microsoft CRM account fieds that you added. 2. Cick the arrow to seect a fied and cick No Match Action, Singe Match Action, and Mutipe Action arrows to seect appropriate action for the seected fied. 3. Cick Add to add the fied in the ist. 4. Seect the Look MS CRM Contact check box to add the fieds for CRM contacts. When a work item is received, the detais from the work item are matched with the detais in the Microsoft CRM contact fieds that you added. 5. Cick the arrow to seect a fied and cick No Match Action, Singe Match Action, and Mutipe Action arrows to seect appropriate action for the seected fied. 6. Cick Add to add the fied in the ist. 5. On the Synchronization tab: You can cick the Synchronize now button to initiay synchronize a the data from your Microsoft CRM database with the ASContact database that Desktop uses to store contact information. After the initia synchronization, if there are any changes in the Microsoft CRM accounts or contacts, the MS CRM Phonebook Synchronizer appication, which is instaed on the Microsoft CRM server automaticay synchronizes the records with the ASContact database. The time required for synchronizing depends on the number of records avaiabe in the MS CRM database. For exampe, synchronizing 70,000 records can take up to 20 minutes. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

58 Chapter 3: Instaing and Configuring Desktop Components.Net Remote Connection A the Ca Center Eite Mutichanne appications and services that use.net remote connection, automaticay uses the ASGUIHost.exe.config configuration fie to contro their remote connection. This fie specifies the gtcp channe and defaut port number. You must not change any information in this fie. Customizing a Language By defaut, the custom anguage contro uses the StringDataDoc.txt text fie. This is a sampe text fie that contains strings in Engish. Ca Center Eite Mutichanne uses the strings from this fie. To customize a anguage: 1. Browse to a foder that contains a text fie that you want to use to create your customized anguage. By defaut, the text fies are ocated in the same directory where the Ca Center Eite Mutichanne Desktop executabe is present. The ocation is: C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\Desktop\CC Eite Mutichanne Desktop. You can find the foowing fies in the directory: StringDataDoc.txt (Engish) StringDataDocCh.txt (Chinese: Simpified) StringDataDocFr.txt (French) StringDataDocGm.txt (German) StringDataDocIta.txt (Itaian) StringDataDocJp.txt (Japanese) StringDataDocKr.txt (Korean) StringDataDocPort.txt (Portuguese: Braziian) StringDataDocRu.txt (Russian) StringDataDocSp.txt (Spanish: Castiian) StringDataDocSpCo.txt (Spanish: Coombian) 56 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

59 Customizing a Language StringDataDocTradCh.txt (Chinese: Traditiona) 2. If you want to use strings from a anguage other than Engish: 1. Rename the StringDataDoc.txt fie to other name. For exampe, StringDataDocEng.txt. 2. Rename the fie that you want to use, for exampe, StringDataDocRu.txt to StringDataDoc.txt. 3. Open the renamed StringDataDoc.txt fie. In the fie, you can view the order of parameters as LANGUAGE, LOCALE, FONT1 to FONT4, and strings. The format for parameters is: [KEY NAME WITHOUT A SPACE][space or tab][string IN DOUBLE QUOTES]. For exampe, LANGUAGE Japanese. 4. Change the anguage name. You can specify any name. If you want to create entirey a new anguage, for exampe, Dutch, specify Dutch to the LANGUAGE parameter. If you are modifying an existing anguage to suit your diaect, keep the existing anguage name. 5. Change the ocae appropriatey to suit your new anguage. You can specify the ocae in Hex format. For exampe, you can use 0x0409 for When you change the ocae, ensure that your system has the appropriate operating system and character sets for that anguage to work. 6. Change the fonts appropriatey. For exampe: FONT1 Lucida Sans Unicode, 7, FW_NORMAL, SHIFTJIS_CHARSET, FALSE, FALSE, FALSE In the above exampe: Lucida Sans Unicode is the font name. FW_NORMAL refers to the weight of the font. Higher vaue indicate bod. SHIFTJIS_CHARSET is the character set of the font. In this exampe, a Japanese character set. FALSE, FALSE, FALSE refers to Itaics, Underine, and Strikethrough effects respectivey. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

60 Chapter 3: Instaing and Configuring Desktop Components You must specify at east one font. The appication ignores more than four fonts. 7. Change the strings appropriate to your anguage and ocae. In the fie, you must change the strings ony for the existing numbers. The anguage contro does not recognize the new numbers and strings that you add in the fie. 3. Save the fie. To customize a anguage for an agent: 1. In Desktop, cick Toos > Options. 2. Cick the Language tab. 3. Cick the Language arrow to seect your custom anguage. If the name of your custom anguage is Japanese, the Language arrow dispays Custom Japanese in the ist. In the Language arrow, if you see Custom Unknown, you can consider the foowing: The text fie does not have a anguage name or the anguage keyword is deeted. The text fie is not named StringDataDoc.txt. The text fie is not at the correct ocation where the appication executabe is avaiabe. The text fie is not in the correct format. 4. Cick OK. To customize a anguage for Desktop: 1. Open the ASGUIHost.ini configuration fie for Desktop. 2. Specify your custom anguage to the Language Parser parameter. You must precede the anguage name with the word Custom. For exampe: Custom Japanese in case of Japanese anguage. 3. Restart the Desktop appication to dispay the text on the interface in the new anguage. If the Desktop appication does not dispay the fonts appropriatey, ensure that your system has the appropriate operating system and character sets for your anguage to work. 58 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

61 Managing Rues Managing Rues In Desktop, you can use the Rues window to create rues that automaticay perform actions on the ca events that meets a specified criteria. For exampe, you can create a rue to transfer cas coming from a specific phone number to the voicemai, or to dispay automatic diaog boxes containing information. When you create a rue by specifying different parameters, the Desktop appication understands that rue as a compete statement, such as When a certain event occurs and a ca property matches with the mentioned vaue, perform the mentioned action and either continue rues processing, or jump to another rue, or stop. In the configuration fie of Desktop, the rues are stored as simpe text strings. In the Rues window, you can create mutipe rues for a ca event. The Rues pug-in processes these rues in the order in which they are isted in the Rues Window. Once a correct match is found, the specified action is performed and no further rues are processed. You can change the processing order at any time. This rue functionaity is simiar to the emai rues functionaity in Microsoft Outook. For exampe: Rue1: When an agent receives an externa phone ca, the foowing rue forces the appication to create an inbound Microsoft CRM phone ca activity and dispay it. When Voice.WIDeivered And CaerDN > Nothing And CaerDN > Do ReturnEvent MSCRM.CreateThenScreenpop,phoneca,description directioncode from phonen umber subject to,%userenteredcode% 0 %CaerDN% %CaerDN% %UUI% %CaedD N% Then Continue Rue2: When an agent receives an externa phone ca, the foowing rue forces the appication to ook up a contact in the contact directory, try to match the phone number, and dispay a message on the screen. When Voice.WIDeivered And CaerDN > Nothing and CaerDN > Do ReturnEvent MSCRM.LookupThenScreenpop,contact,mobiephone teephone1 teephone2 teep hone3,%caerdn%,1,1,2,1 Then CONTINUE. For more information on how to create rues using the different key words and events avaiabe in the Rues Window, see the Avaya Aura Ca Center Eite Mutichanne Rues Pug-in User Guide. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

62 Chapter 3: Instaing and Configuring Desktop Components Creating a rue To create a rue: 1. In Desktop, cick Toos > Rues on the menu bar. 2. Cick the New button. 3. Create a trigger. 1. In the Rues window, cick the When arrow to seect an event for which you want to execute a rue. 4. Create a fiter. 1. Seect the Aways check box if you do not want to set a condition to execute a rue for a seected event. The system disabes the And text fied. Seecting the Aways check box aso indicates that a rue you seect is aways executed when the seected event occurs. 2. Cear the Aways check box if you want to set a condition to execute a rue when a seected event occurs. 3. In the And text fied, enter a condition for rue or cick the button next to the text fied to seect a condition from the drop-down ist. When you seect a condition, the system dispays a key and vaue pair for the seected condition in the And text fied. The event keys are compared with the itera strings or the keyword Nothing. In the And text fied, you can add mutipe conditions and combined them with the And cause. For exampe: CaerDN = 4567 And UUI > Nothing. If you enter an invaid condition, the system dispays an error icon on the button next to the And text fied. 4. If you want to compare a key with itera string, enter the required itera string after the keyword operator. For information on key, vaues, and keyword operators, such as <, >, and =, see the Avaya Aura Ca Center Eite Mutichanne Rues Pug-in User Guide. 5. Set an action for a seected event and conditions. 60 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

63 Managing Rues 1. Cick the Do arrow to seect an action. The seected action is performed when the seected event and conditions are met. Based on an action you seect, the appication dispays the reated text fieds to provide supporting attributes to an action. Some actions have a singe attribute and some actions have mutipe attributes. For exampe: Action Attribute 1 Attribute 2 Open Aert Target. Enter a fie or appication that you want to open Caption. Enter the text that appears on the tite bar of the Aert diaog box. Command Line Arguments. Enter the command ine arguments Message. Enter the text that is dispayed on the Aert diaog box. 2. Enter the appropriate vaues in the respective text fieds. 6. Set the work that you want a rue to do after performing an action. 1. Cick the Then arrow and seect an appropriate action for a rue to perform when the seected conditions are matched. The avaiabe options are: Continue, GotoRue, Stop. The Warning tab at the bottom of the Rues windows dispays warning messages when you seect an option, which is invaid for the rue you seect. 2. Cick the Ese arrow and seect an appropriate action for a rue to perform when the seected conditions does not match. 3. Cick OK. Ensure that an appication creates a vaid rue. The Warning tab at the bottom of the Rues windows dispays warning messages if an invaid rue is created. A vaid rue appears in the eft-hand pane of the Rues Window. 7. Repeat the procedure to create more rues. 8. Seect a rue and cick Up and Down buttons to change the sequence in which the appication searches the rues. The Rues pug-in processes rues in an order in which they are isted in the Rues window. Once a match is found, a rue is executed and no further rues are processed. 9. Seect a rue and cick Deete to deete a rue. 10. Cick OK to cose the Rues window. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

64 Chapter 3: Instaing and Configuring Desktop Components Storing a rue In the Rues window, a rue that you create is saved in the configuration fie of Desktop, in a text format. In the configuration fie, each rue is stored on a separate ine. The Rues pug-in access the configuration fie to execute a rue that matches the specified criteria. You must correcty enter the event parameters with appropriate uppercase and owercase etters and without spaces between the words. For more information on parameters, see the Avaya Aura Ca Center Eite Mutichanne Rues Pug-in User Guide. Integrate Microsoft CRM If you use Microsoft Business Soutions CRM in your organization and you want to use Ca Center Eite Mutichanne's mutimedia technoogy to distribute Microsoft CRM activities to your ca center agents, you must configure Ca Center Eite Mutichanne Desktop's MS CRM GUI Pug-in and Preview Contact Media Store's MS CRM Svc Pug-in. For more information, see Microsoft CRM on page 53. To earn how to configure MS CRM Svc Pug-in and to set up a program especiay for Microsoft CRM activities, refer to the MS CRM GUI Pug-in User Guide. To earn how to customize the Microsoft CRM Server so that dia buttons appear on Microsoft CRM web pages, refer to the MS CRM GUI Pug-in Guide. This guide aso tes you how to insta MS CRM Phonebook Synchronizer, which automaticay updates the ASContact Database when changes are made to the Microsoft CRM database. Integrate IronPython Script Using Python Breakout Pug-in, a deveoper can invoke IronPython scripts when Ca Center Eite Mutichanne Desktop events are triggered. To map an IronPython script to a Ca Center Eite Mutichanne Desktop event: 1. Enabe Python Breakout Pug-in in the Desktop configuration fie. 2. Cick Toos > Python Breakout > View by Event from the menu bar. A ist of events beonging to a pug-ins registered to Ca Center Eite Mutichanne Desktop dispays. 62 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

65 Integrate IronPython Script 3. Seect a Ca Center Eite Mutichanne Desktop event from the ist and cick Add. The system dispays the Event Mapping screen. 4. Type a unique name for your event mapping. 5. Cick Browse and ocate your IronPython script. 6. If required, type the name of a function in your script that wi act as a starting point when the script is run. The name of the function must match what is specified in the event/script mapping definition. The names of the parameters can be whatever you wish but there must be three of them and they wi be suppied in the order - sender, eventargs, PIMBroker. sender - this is passed through from the event hander arguments. The specific type of this object wi be determined by the generator of the event. IronPython wi cast this to the correct type for you, but you wi need to know the definition of the object to figure what members and methods it has. eventargs - this is passed through from the second argument of the event hander. Again the specific type of this object wi be determined by the generator of the event but it wi be derived from the.net EventArgs cass. IronPython wi cast this to the correct type for you, but you wi need to know the definition of the object to figure what members and methods it has. PIMBroker - this is a cass of type IASPIMBroker. It is the PIMBroker object used by the ASPythonBreakoutPugin executing the Python script. You can access any pubic method or member within this cass. An exampe function definition is: def EntryFunction(sender, eventargs, PIMBroker): If you do not enter the script via a function, three goba variabes wi be suppied. These are named sender, eventargs, and PIMBroker. They have the same definitions as above. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

66 Chapter 3: Instaing and Configuring Desktop Components 7. Seect if you want scripts run dynamicay or pre-compied. If run dynamicay, the script wi be recompied every time it is executed. This is sower but aows you to modify scripts and execute the new scripts without having to restart Ca Center Eite Mutichanne Desktop. If run pre-compied, the scripts are compied on startup. This wi improve script performance but if you wish to modify the script, you wi have to restart Ca Center Eite Mutichanne Desktop before the script changes are seen. 8. Seect if you want scripts run synchronousy or asynchronousy. If a script is run synchronousy, then if the event that triggered the event occurs again whie the script is being executed, the script for the second event wi not be executed unti the first one has competed. If you want a script to run asynchronousy (scripts for a given event wi be run concurrenty), specify the maximum number of concurrent scripts that may be executed for a specific event/script mapping in the Thread poo size text box. Any number of requests beyond this number wi be queued. If the queue exceeds the number specified by the Maximum queued requests, a subsequent requests to execute scripts for that event/script mapping wi be ignored. Once the number of queued requests fas beow the Maximum queued requests imit, a new event wi again be queued. 9. Cick Save. You can aso use the CC Eite Mutichanne Desktop Events tab to change or deete event-to-script mappings. 10. Cick Toos > Python Breakout > View by Mapping Name from the menu bar, to view IronPython scripts that are aready mapped to Ca Center Eite Mutichanne Desktop events. You can add, change or deete event-to-script mappings in the Script Mapping Names pane. Sampe Script A sampe script caed CESampe1.py is incuded in the Ca Center Eite Mutichanne instaer. For more information on Python, see For more information on IronPython, see 64 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

67 Insta Ca Center Eite Mutichanne Reporting Insta Ca Center Eite Mutichanne Reporting Ca Center Eite Mutichanne Reporting prerequisite Avaya Aura Ca Center Eite Mutichanne Reporting runs on various Microsoft Windows operating systems, such as XP, Vista, and Windows 7. For more information, see Supported products on page 19. Ensure that Microsoft IIS 6.0 or higher is instaed in the system. Important:! Important: You must insta Ca Center Eite Mutichanne Reporting on Microsoft Windows Vista or 7 as Administrator. Before instaing Ca Center Eite Mutichanne Reporting A prerequisite for the instaation of Ca Center Eite Mutichanne Reporting is the instaation of SQL Server with Advance Services with Microsoft SQL Server Reporting Services and configured with cient accounts. For information on Microsoft SQL Server Reporting Services refer to your Microsoft SQL documentation. Insta SQL Server for Ca Center Eite Mutichanne Reporting Service! Important: Important: Instaation of SQL Server with Advanced Services is required to everage the Reporting Services that comes within the Advanced Services package for SQL Server. This is required for the reporting capabiities within Ca Center Eite Mutichanne suite. For more information, see Insta SQL Server 2008 on page 124. There are foowing essentia pre-requisites to insta SQL Server for CC Eite Mutichanne Reporting Service: For Microsoft SQL Server 2008 with Advance Services: Microsoft.Net Framework 3.5 SP1 Internet Information Services Windows Instaer 4.5 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

68 Chapter 3: Instaing and Configuring Desktop Components Power she 1.0 To insta Microsoft SQL Server 2008 with Advance Services refer to section Insta SQL Server 2008 on page 124. Configure SQL Server for Ca Center Eite Mutichanne Reporting To configure the SQL Server for Ca Center Eite Mutichanne Reporting, refer Configure SQL Server 2008 on page 138. Run Ca Center Eite Mutichanne Reporting instaer If Media Proxy is not aready instaed on the system, this instaation automaticay (and sienty) instas Media Proxy, which is needed to run Ca Center Eite Mutichanne Reporting. The proxy service is instaed by defaut to C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\Desktop\Media Proxy Service. It is possibe to insta Media Proxy first using Ca Center Eite Mutichanne's separate Media Proxy instaer, however, if you ever uninsta the proxy at a ater date, Ca Center Eite Mutichanne Reporting wi not work. By using the sient insta avaiabe via Ca Center Eite Mutichanne Reporting's instaer, you cannot uninsta Media Proxy by itsef (it does not appear in Contro Pane's Add or Remove Programs). To insta Ca Center Eite Mutichanne Reporting: 1. Cose a open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Desktop. 5. Cick CC Eite Mutichanne Reporting. 6. Cick Next to continue. The system dispays the License Agreement screen. 7. If you agree with the icensing terms and conditions, cick Yes. The system dispays the Voice Porta Service Diaog screen. 66 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

69 Insta Ca Center Eite Mutichanne Reporting 8. In the Server and Port fieds, enter the host name or IP address and port number of the Voice Porta server and cick Next. Important:! Important: To enabe the Voice Porta Express menu on the menubar of the Reporting appication, specify the correct IP address or hostname of the Voice Porta server in the Voice Porta Service IP configuration key of the Voice Porta Pugin section on the Configuration server. 9. Keep the check box seected and cick Next. The system uses the oca configuration fie to source the configuration data. To use the Configuration Server to source configuration data: a. Cear the check box. The other text fieds on the screen are enabed. b. Use the foowing definitions to specify the fied vaues on this page. Fied Description Appication Name This is the name of the appication that Configuration Cient wi request configuration information for. Server Name or IP Address Type the IP address or the name of the Configuration Server that Configuration Cient wi connect to for configuration information. Ca Center Eite Mutichanne Instaation Guide Comments? March

70 Chapter 3: Instaing and Configuring Desktop Components Fied Description Port Number If you do not want to use the prescribed TCP/IP port number (29091), type the port number to be used for communication between the Configuration Server and the Configuration Cient. Configuration Fiters The configuration fiter is used in conjunction with the appication name to ocate a unique user and their configuration data from the Configuration Server. You must use User, or Machine Name, or both. If you want to use the user's network ogin name as a configuration fiter, type %%U in the User text box. If you do not want to use the user name as a fiter, eave the text box empty. If you want to use the name of the system as a configuration fiter, type %%M in the Machine Name text box. If you do not want to use the system name as a fiter, eave the text box empty. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Keep the defaut ocation and cick Next to continue. To seect a different ocation, cick Browse. 12. Use the foowing definitions to configure CC Eite Mutichanne Reporting. The information you enter in this screen is saved into the appication's configuration.ini fie. If you want to enter the data directy into the.ini fie at a ater stage, cick Next to skip this step and continue the instaation. Fied Media Director IP Media Director Port XML Server IP XML Server Port Description The IP address of the Media Director The IP port number of the Media Director. The defaut port is: The IP address of the XML Server The IP port number of the XML Server The defaut port is: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

71 Insta Ca Center Eite Mutichanne Reporting Fied License Director IP License Director Port Description The IP address of the License Director When the IP address is entered, the Connect License Director parameter in the appication's configuration fie changes from Fase to True The IP port number of the License Director The defaut port is: Keep the icarity feature seected to insta the icarity pug-in and cick Next. 14. Cick Next to continue To insta Ca Center Eite Mutichanne Desktop without a shortcut on a desktop, cear the check box and cick Next to continue. 15. Check your instaation settings and cick Next. If you receive an Add Provider Error message diaog box during instaation, cick Ok. 16. Cick Finish. 17. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. Verify the Microsoft SQL Server Reporting Services This exampe is based on the SQL Server 2008 instaation and assumes that SQL Server 2008 has been instaed and configured with a Defaut instance, and that Microsoft SQL Server Reporting Services has been instaed. For more detais, refer to Microsoft SQL Server Reporting Services documentation. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

72 Chapter 3: Instaing and Configuring Desktop Components To verify the Microsoft SQL server reporting services: 1. From the Windows Start menu, seect A Programs > Microsoft SQL Server 2008 > Configuration Toos > Reporting Services Configuration Manager. 70 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

73 Insta Ca Center Eite Mutichanne Reporting 2. Seect the correct system name and instance name, and cick Connect. If the report services have been stopped, start them by cicking Start. Ca Center Eite Mutichanne Instaation Guide Comments? March

74 Chapter 3: Instaing and Configuring Desktop Components 3. In the eft pane, cick Report Manager URL. Verify the Report Manager Site Identification. 72 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

75 Insta Ca Center Eite Mutichanne Reporting 4. In the eft pane, cick Web Service URL. Verify the Report Server Web Service Virtua Directory, Report Server Web Service Site Identification, and Report Server Web Service URLs. Ca Center Eite Mutichanne Instaation Guide Comments? March

76 Chapter 3: Instaing and Configuring Desktop Components 5. In the eft pane, cick Database.Verify that the Current Report Server Database and Current Report Server Database Credentia. 6. Cick Exit to cose the Microsoft SQL Server Reporting Services configuration appication. Insta Media Proxy This instaation has been provided if you have deveoped your own contact center software using Deveoper's mutimedia components and that software reies on Media Proxy to run. If you are instaing Ca Center Eite Mutichanne Desktop or Ca Center Eite Mutichanne Reporting (both of which need Media Proxy to run), it is recommended that you do not insta Media Proxy first using this procedure, but that you et the Ca Center Eite Mutichanne Desktop or Ca Center Eite Mutichanne Reporting instaer automaticay (sienty) insta the proxy as part of a merged-appication insta. If you insta Media Proxy first using this procedure and then uninsta the proxy at a ater date, Ca Center Eite Mutichanne Desktop wi not work. If you insta Media Proxy as part of a merged-appication insta, you cannot uninsta Media Proxy by itsef (it does not appear in Contro Pane's Add or Remove Programs). 74 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

77 Insta Media Proxy Media Proxy runs on Microsoft Windows operating systems, such as XP, Vista, Windows 7, and so on. For more information, see Supported products on page 19. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1 and Microsoft Internet Exporer 6.0 SP1 or higher. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. Manua insta To manuay insta Media Proxy: 1. Cose a open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Desktop. 5. Cick Media Proxy. 6. From the drop-down ist, seect the anguage you want to use for the instaation and cick OK. 7. Cick Next to continue. The system dispays the License Agreement screen. 8. Read through the icense agreement and, if you agree with the icensing terms, cick Yes. 9. Check your insta settings and cick Next to start the insta. 10. Cick Finish. 11. If you are asked to restart your system (this happens if some appication components need updating or registering), cick Yes. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

78 Chapter 3: Instaing and Configuring Desktop Components 76 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

79 Chapter 4: Instaing Server Appications This section contains the foowing topics: Instaing License Director on page 77 Instaing Ca Routing Server on page 78 Instaing Configuration Server on page 80 Instaing Task Director on page 82 Instaing Interaction Data Server on page 84 Instaing Trace System on page 88 Instaing Ca Recording Config Service on page 89 Instaing Voice Porta Config Server on page 90 Instaing Media Director on page 91 Instaing Virtua Agent on page 92 Instaing XML Server on page 94 Instaing Media Stores on page 95 Instaing Appication Management Service on page 99 Instaing License Director License Director can be instaed on the Teephony Server or on the system running Ca Center Eite Mutichanne server appications. A server operating system is recommended: Microsoft Windows 2008 Server (Enterprise and Standard) or Microsoft Windows 2008 R2 Server. You must insta WebLM before instaing License Director. Refer Insta and configure WebLM on page 147. To insta License Director: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

80 Chapter 4: Instaing Server Appications 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick License Director. The system dispays the License Director setup screen. 6. Cick Next to continue. The system dispays the License Agreement screen. 7. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 8. Cick Next to continue. The system dispays the Configure License Director screen with the defaut WebLM URL. Change the URL in the WebLM URL fied if you want to use a remote WebLM server. 9. Cick Next. 10. Read the insta settings and cick Next to start the insta. 11. Cick Finish. 12. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 13. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 14. In the Services window, verify that the AS License Director service is running. Instaing Ca Routing Server To insta Ca Routing Server, a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. To insta Ca Routing Server: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 78 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

81 Instaing Ca Routing Server 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick Ca Routing Server. The system dispays the Ca Routing Server setup page. 6. Cick Next to continue. The system dispays the Configure Ca Routing Server page. 7. Enter the vaues in the fieds using the definitions given in the foowing tabe: The information you enter on this page is saved into the appication's configuration.ini fie. If you want to enter the data directy into the.ini fie at a ater stage, cick Next to skip this step and continue the insta. Fied Primary Link Name Primary User Name Primary User Password Secondary Link Name Secondary User Name Secondary User Password Description The name of the primary ink this appication wi use to connect to the Avaya Teephony Server and switch. You must enter the primary ink. The Ca Routing server exits if you eave this fied bank. The user name required to gain access to the primary ink. The password associated with above user name By defaut, the Ca Center Eite Mutichanne appication wi encrypt this data. For more information, see the Avaya Aura Ca Center Eite Mutichanne Instaation Guide (Configuration Commands). The name of the secondary ink this appication wi use to connect to the Avaya Teephony Server and switch. The user name required to gain access to the secondary ink. The password associated with above user name By defaut, the Ca Center Eite Mutichanne appication wi encrypt this data. For more information, see the Avaya Aura Ca Center Eite Mutichanne Instaation Guide (Configuration Commands). 8. Cick the More >> button to configure routing and monitored VDNs. 9. In the Routing VDN List fied, enter the VDN number to specify for which VDNs you want the Ca Routing Server to issue RouteRequest events and cick Add. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

82 Chapter 4: Instaing Server Appications 10. In the Monitored VDN List fied, enter the VDN number to specify for which VDNs you want the Ca Routing Server to issue monitor request commands and cick Add. 11. Seect a VDN from the ist and cick Deete to deete a VDN number from the ist. 12. Cick the Exit button to return to the Configure Ca Routing Server page. 13. Cick Next. 14. Cick Change to seect the pug-ins you want to insta. Script Host Pug-in does not insta scripting engines as a part of instaation. 15. Keep the defaut pug-ins seected and cick Continue. 16. Cear the check boxes for the pug-ins that you do not want to insta. 17. Cick Next to insta the seected Ca Center Eite Mutichanne pug-ins. 18. Cick Next to insta sampe appications that demonstrate how to integrate Ca Routing Server with Ca Center Eite Mutichanne pug-ins. 19. Read the insta settings and cick Next to start the insta. 20. Cick Finish. 21. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 22. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 23. In the Services window, verify that the AS Ca Routing Server service is running. Instaing Configuration Server The insta script for Configuration Server provides insta options for Configuration Server and Configuration Manager. The Configuration Server insta incudes Configuration Server, reated database scripts and its startup appication, and Configuration Server Manager. Your system must be running Windows Instaer 4.5 before you can insta Configuration Server. If Windows Instaer 4.5 is not running, this insta automaticay runs an insta script for that appication. 80 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

83 Instaing Configuration Server Configuration Manager You can insta Configuration Manager on the system where the Configuration Server is instaed or separatey on a cient computer. The cient computer must have Microsoft Windows XP SP3, Microsoft Windows Vista, Microsoft Windows 7, Microsoft Windows Server 2008 (Enterprise and Standard) or Microsoft Windows 2008 R2 Server, as we as Microsoft Management Consoe (MMC) 3.0 or higher. If you do not have MMC, downoad it from the Microsoft web site. Configuration Server Configuration Server shoud run on a system with server operating system. For more information, see Instaation Requirements on page 15. Microsoft SQL Server 2008 with Advance Service must be instaed and configured. The SQL Server must be configured for SQL Server and Windows (mixed mode authentication) and not Windows ony authentication. To insta Configuration Server, reated database scripts and Configuration Manager: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick Configuration Server. 6. Cick Next to continue. 7. Keep the defaut features seected and cick Next. The Configuration Server insta option incudes the Configuration Server and its startup appication, Configuration Server Manager. 8. Read the insta settings and cick Next to start the insta. 9. Cick Finish. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

84 Chapter 4: Instaing Server Appications 10. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 11. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 12. In the Services window, verify that the Active Configuration Server service is running. Instaing Task Director Task Director enabes the Reporting Pug-in to Schedue Reports. 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick Task Director. 6. Cick Next. The system dispays the License Agreement screen. 7. Read the icenses terms and conditions and if you agree upon it, cick Yes. 8. Keep the defaut ocation for instaation and cick Next. 9. Enter the foowing Task Director configuration detais and cick Next. Fied Domain Name Domain User Password and Confirm Password Description The domain name of the Windows account. The user name of Windows account. The password of Windows account. The task is configured against the Windows user account. 10. Check the instaation settings and cick Next. 11. Once the instaation compete, cick Finish to compete the instaation. 82 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

85 Instaing Task Director 12. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 13. In the Services window, verify that the AS Task Director service is running. Configure Task Director After you compete the instaation of Task Director, you need to change the User. To configure Task Director: 1. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 2. Right-cick the AS Task Director Service and seect Properties. Ca Center Eite Mutichanne Instaation Guide Comments? March

86 Chapter 4: Instaing Server Appications 3. Add a Domain user account for the service and cick OK. Instaing Interaction Data Server The insta script for the Interaction Data Server instas the foowing services: Interaction Data Server - Voice and Presence Interaction Data Server - Mutimedia Interaction Data Server - View The Interaction Data Service shoud run on a server operating system: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. Microsoft SQL Server 2008 with Advance Service must be instaed and configured. The SQL Server must be configured for SQL Server and Windows (mixed mode authentication) and not Windows ony authentication 84 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

87 Instaing Interaction Data Server To insta Interaction Data Service: For Voice and Presence, Mutimedia, View, and reated database scripts: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick Interaction Data Server. The system dispays the Interaction Data Server setup screen. 6. Cick Next to continue. 7. Specify the fied vaues to configure Interaction Data Server - Voice and Presence. The information you enter in this screen is saved into the appication's configuration.ini fie. If you woud rather enter the data directy into the.ini fie at a ater stage, cick Next to skip this step and continue the insta. Fied Description Interaction Data Server ID Interaction Data Server Port A unique number that identifies the Interaction Data Server Voice and Presence The port number the Interaction Data Server - Voice and Presence uses to accept connections from cients and other servers The defaut is Switch ID The ID number of the switch the Interaction Data Server - Voice and Presence is connected to The number shoud be unique The switch ID is particuary important in compex configurations, where there is a network of Interaction Data Server - Voice and Presence servers receiving information from mutipe Avaya switches. Primary Link Name The name of the primary ink this appication wi use to connect to the Avaya Teephony Server and switch Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

88 Chapter 4: Instaing Server Appications Fied Primary User Name Primary User Password Description The user name required to gain access to the primary ink The password associated with above user name By defaut, the Ca Center Eite Mutichanne appication wi encrypt this data For more information, see the Avaya Aura Ca Center Eite Mutichanne Instaation Guide (Configuration Commands) 8. Cick More >> to configure switch information. 9. In the VDN fied, enter the VDN number that you want the Interaction Data Server - Voice and Presence to monitor and cick Add. 10. In the ACD Spit/Ski fied, enter the hunt group extension that you want the Interaction Data Server - Voice and Presence to monitor and cick Add. 11. In the Station fied, enter the extension that you want the Interaction Data Server - Voice and Presence to monitor and cick Add. 12. In the Trunk Group fied, enter the trunk group number that you want the Interaction Data Server - Voice and Presence to monitor and cick Add. 13. Cick Deete to remove an item from a ist. 14. Cick Exit to return to the Configure Interaction Data Server - Voice and Presence screen. 15. Cick Next to continue. 86 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

89 Instaing Interaction Data Server 16. Specify the fied vaues to configure the Interaction Data Server database and the CMS database connectivity. Use the foowing definitions: Fied Description Interaction Data Server Database Database Server Name CMS Database Database Server Name Database User Name Database User Password The name of your SQL server instead of the name of the server on which the 'ActiveInteractionData' database is ocated. You wi be prompted to seect the Interaction Database Sever Name. This is used by Interaction Data Server - Voice and Presence, Interaction Data Server - View and Interaction Data Server - Mutimedia. The name or TCP/IP address of the server on which the Avaya CMS Informix database is ocated. This information is used by the CMS Pug-in for Interaction Data Server - Mutimedia. A vaid user name for the CMS Informix database The password associated with the above user name. 17. Cick Next to continue. 18. Cick Next to insta sampe appications that demonstrate how to use Interaction Data Server. 19. Read the insta settings and cick Next to start the insta. 20. Cick Finish. 21. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 22. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 23. In the Services window, verify that the foowing services are running: AS Interaction Data Server - Mutimedia AS Interaction Data Server - Voice AS Interaction Data Server - Voice and Presence Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

90 Chapter 4: Instaing Server Appications Instaing Trace System In Ca Center Eite Mutichanne, you can insta the Trace system to coect and store ogs on a centra server. The Trace system consists of the TTrace Server, TTrace Configuration, TTrace Consoe, and TTrace LogtoZip components. You can use these components to view, configure, and archive the ogs stored on the TTrace server.! Important: Important: You must enabe the Windows Firewa service before instaing Trace System. To insta Trace System: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick Trace System. The system dispays the Trace System setup screen. 6. Cick Next to continue. The system dispays the License Agreement screen. 7. Read the icense agreement and, if you are agree with the icensing terms and conditions, seect the I accept the terms in the icense agreement option and cick Next. 8. Cick the Compete button to insta a the components of Trace System. OR 9. Cick Custom to seect the components that you want to insta. 10. Cick Insta. 11. Cick Finish after the instaation is compete. 12. Cick Yes, if you are asked to restart your system. This requires if some appication components need updating or registering. 13. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 14. In the Services window, verify that the Avaya Trace Server service is running. 88 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

91 Instaing Ca Recording Config Service Instaing Ca Recording Config Service In Ca Center Eite Mutichanne, you can insta the Ca Recording Config service for agents to use ca recording features. This service provides recording and repaying options for agents to record their conversation with the customer and repay the recorded conversations. For more information on Ca Recording, see the Avaya Aura Ca Center Eite Mutichanne Desktop User Guide and Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. To insta Ca Recording Config Service: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick Ca Recording Config Service. The system dispays the Ca Recording Config Service setup screen. 6. Cick Next to continue. The system dispays the License Agreement screen. 7. Read the icense agreement and, if you are agree with the icensing terms and conditions, seect the I accept the terms in the icense agreement option and cick Next. 8. Cick the Compete button to insta a the components of Trace System. OR 9. Cick Custom to seect the components that you want to insta. 10. In the Hostname of Trace System Service and Port fied, enter the hostname or IP address and port number of the TTrace server and cick Next. 11. Cick Insta. 12. Cick Finish after the instaation is compete. 13. Cick Yes, if you are asked to restart your system. This requires if some appication components need updating or registering. 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the Avaya Ca Recording Config Service service is running. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

92 Chapter 4: Instaing Server Appications Instaing Voice Porta Config Server In Ca Center Eite Mutichanne, you can insta the Voice Porta Config service for agents to use Voice Porta appication features inside Ca Center Eite Mutichanne. For more information on Voice Porta, see the Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide and Avaya Aura Ca Center Eite Mutichanne Reporting User Guide. To insta Voice Porta Config Service: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick Voice Porta Config Service. The system dispays the Voice Porta Config Service setup screen. 6. Cick Next to continue. The system dispays the License Agreement screen. 7. Read the icense agreement and, if you are agree with the icensing terms and conditions, seect the I accept the terms in the icense agreement option and cick Next. 8. Cick the Compete button to insta a the components of Trace System. OR 9. Cick Custom to seect the components that you want to insta. 10. In the Hostname of Trace System Service and Port fied, enter the hostname or IP address and port number of the TTrace server and cick Next. 11. Cick Insta. 12. Cick Finish after the instaation is compete. 13. Cick Yes, if you are asked to restart your system. This requires if some appication components need updating or registering. 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the Avaya Voice Porta Config Service service is running. 90 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

93 Instaing Media Director Instaing Media Director To insta Media Director, the server operating system recommended is: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To run Media Director, the system must aso run XML Server. To insta Media Director: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Director. 7. Cick Next to continue. The system dispays the License Agreement screen. 8. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 9. Cick Next to continue. To seect a different insta ocation, cick Browse. 10. Read the insta settings and cick Next to start the insta. 11. Cick Finish. 12. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 13. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 14. In the Services window, verify that the AS Media Director service is running. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

94 Chapter 4: Instaing Server Appications Instaing Virtua Agent You can insta Virtua Agent on a server system with recommended operating system: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. Before you insta Virtua Agent, ensure that Microsoft IIS 7 is instaed on the system. You must configure the foowing on IIS 7 before instaing Virtua Agent: Enabe various features of IIS Web management toos IIS 6 Management Compatibiity IIS 6 WMI Compatibiity IIS Metabase and IIS 6 configuration compatibiity Word Wide Web Services Appication Deveopment Features - ASP.NET - ISAPI Extensions - ISAPI Fiters Common Http Features - Defaut Document - Directory Browsing - HTTP Redirection - Static Content Security - Windows Authentication To insta Virtua Agent: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 92 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

95 Instaing Virtua Agent 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Virtua Agent. The system dispays the Virtua Agent setup screen. 7. Cick Next to continue. The system dispays the License Agreement screen. 8. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 9. Keep the defaut ocation and cick Next. To seect a different insta ocation, cick Browse. 10. Keep the defaut feature seected and cick Next. 11. In the Virtua Agent Remoting IP and Virtua Agent Remoting Port, specify the remote IP address and port number that the Virtua Agent Web Service uses to connect to the Virtua Agent service and cick Next. 12. Read the insta settings and cick Next to start the insta. If the instaer finds that ASP Net 2.0 Web Service Extension is not instaed, the system dispays a diaog box, which asks whether to insta Web Service Extension or not. This component is required for the Virtua Agent Web Service Worker Pugin. 13. Cick OK to continue insta. ASP.Net 2.0 instaation starts. 14. Cick Finish. 15. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 16. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

96 Chapter 4: Instaing Server Appications 17. In the Services window, verify that the AS Virtua Agent service is running. Instaing XML Server To insta XML Server, a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. To insta XML Server: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick XML Server. The system dispays the XML Server setup screen. 7. Cick Next to continue. The system dispays the License Agreement screen. 8. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. Ensure that you have aready instaed the Avaya Appication Enabement Services cient software. 9. Cick Next to continue. To seect a different insta ocation, cick Browse. 10. Read the insta settings and cick Next to start the insta. 11. Cick Finish. 12. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 13. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 14. In the Services window, verify that the AS XML Server service is running. 94 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

97 Instaing Media Stores Instaing Media Stores This section incudes the foowing topics: Insta Preview Contact Media Store on page 95 Insta Simpe Messaging Media Store on page 96 Insta Emai Media Store on page 97 Insta Voice Media Store on page 98 Insta Preview Contact Media Store The insta script for Preview Contact Media Store instas Preview Contact Media Store and its reated database scripts. Preview Contact Media Store shoud run on a server operating system: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. Microsoft SQL Server 2008 with Advance Service must be instaed and configured. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta the Preview Contact Media Store and reated database scripts: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Stores. 7. Cick Preview Contact Media Store. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

98 Chapter 4: Instaing Server Appications 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS Preview Contact Media Store service is running. Insta Simpe Messaging Media Store The insta script for Simpe Messaging Media Store instas Simpe Messaging Media Store and its reated database scripts. Simpe Messaging Media Store shoud run on a server operating system: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. Microsoft SQL Server 2008 with Advance Service must be instaed and configured. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta the Simpe Messaging Media Store and reated database scripts: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Stores. 7. Cick Simpe Messaging Media Store. 8. Cick Next to continue. The system dispays the License Agreement screen. 96 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

99 Instaing Media Stores 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS Simpe Messaging Media Store service is running. Insta Emai Media Store The insta script for Emai Media Store instas Emai Media Store and its reated database scripts. Emai Media Store shoud run on a server operating system: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. Microsoft SQL Server 2008 with Advance Service must be instaed and configured. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta the Emai Media Store and reated database scripts: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Stores. 7. Cick Emai Media Store. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

100 Chapter 4: Instaing Server Appications 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS Emai Media Store service is running. Insta Voice Media Store The insta script for Voice Media Store instas Voice Media Store and its reated database scripts. Voice Media Store shoud run on a server operating system: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. Microsoft SQL Server 2008 with Advance Service must be instaed and configured. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta the Voice Media Store and reated database scripts: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Stores. 98 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

101 Instaing Appication Management Service 7. Cick Voice Media Store. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS Voice Media Store service is running. Instaing Appication Management Service The insta script for Appication Management Service instas the Appication Management Director and the Avaya Aura Ca Center Eite Mutichanne Contro Pane. You must insta the Contro Pane on a system where you have instaed desktop components and Appication management Director on a system where you have instaed server components. Avaya Aura Ca Center Eite Mutichanne Contro Pane runs on the server side. The server side operating system recommended for Appication Management Director is Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. To insta Appication Management Service: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

102 Chapter 4: Instaing Server Appications 4. Cick Server. 5. Cick >>. 6. Cick Appication Management Service. The system dispays the Appication Management Service setup screen. 7. Cick Next. The system dispays the License Agreement screen. 8. Read through the icense agreement and if you agree with the terms and conditions, cick Yes. 9. Keep the defaut features seected and cick Next. 10. Keep the check box for creating shortcut on a desktop seected and cick Next. 11. Keep the check box seected and cick Next. The appication uses the oca.ini fie to source the configuration data. 12. To use the Configuration Server to source configuration data: a. Cear the check box. The other text fieds on the screen are enabed. b. Use the foowing definitions to fi the fieds information on the page. The information you enter in this screen is saved into the appication's configuration.ini fie. If you woud rather enter the data directy into the.ini fie at a ater stage, cick Next to skip this step and continue the insta. 100 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

103 Instaing Appication Management Service Fied Appication name Server Name or IP Address Port Number Configuration Fiters Description This is the name of the appication that Configuration Cient wi request configuration information for. Type the IP address or the name of the Configuration Server that Configuration Cient wi connect to for configuration information. If you do not want to use the prescribed TCP/IP port number (29091), type the port number to be used for communication between the Configuration Server and the Configuration Cient. The configuration fiter is used in conjunction with the appication name to ocate a unique user and their configuration data from the Configuration Server. You must use User or Machine Name, or both. User: If you want to use the user's network ogin name as a configuration fiter, type %%U in the User text box. If you do not want to use the user name as a fiter, eave the text box bank. Machine Name: If you want to use the name of the system as a configuration fiter, type %%M in the Machine Name text box. If you do not want to use the system name as a fiter, eave the text box bank. 13. Cick Next. 14. Keep the defaut ocation for instaation and cick Next. To seect a different insta ocation, cick Browse. 15. Check your insta settings and cick Next to start the instaation process. 16. Cick Finish. If you are asked to restart your system in case some appication components need updating or registering, cick Yes. 17. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 18. In the Services window, verify that the AS Appication Management Director service is running. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

104 Chapter 4: Instaing Server Appications 102 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

105 Chapter 5: Deveoper Insta Deveoper To deveop contact center appication using Ca Center Eite Mutichanne Deveoper, you ony need to insta the tookit on a cient computer having Microsoft deveopment environment for exampe, Visua Basic, Visua C#. For information about Windows operating system, see Instaation Requirements on page 15. If you want to buid a contact center appication using Microsoft Visua Studio.Net, your system must be running Microsoft Internet Exporer 6.0 SP1 or higher. To run the appication: The cient system must have Avaya Aura Appication Enabement Services cient software. If the appication was buit using.net, the cient system must aso run Microsoft.Net Framework 3.5 SP1 and Microsoft Internet Exporer 6.0 SP1 or higher. License Director must be instaed on a dedicated Ca Center Eite Mutichanne Server. Deveoper does not require separate icensing prior to its use. Any investment you make in appications deveoped with Deveoper is protected by the automatic use they make of Ca Center Eite Mutichanne run-time icenses. When you insta Ca Center Eite Mutichanne Deveoper, the foowing components are instaed: XML Cient Mutimedia Common Libraries Pug-in Common Libraries XML Cient XML Cient encompasses foowing deveoper components: XML Cient The ASXMLCient object for the XML Cient component contains the foowing casses under the AgieSoftware.Deveoper namespace. ASXMLCient Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

106 Chapter 5: Deveoper ASXMLRouting ASXMLStation ASXMLVDN CSTA Schemas The XML Cient feature wi be instaed ony if you insta AES Cient. Mutimedia Common Libraries The Mutimedia common ibraries encompasses the components that interacts with Media Director and Media Stores. Pug-in Common Libraries The Pug-in common ibraries encompasses the components that are used for deveoping custom pug-ins that can be use with the AS GUI Host pug-in architecture, ike Ca Center Eite Mutichanne Desktop, Reporting, or Ca Center Eite Mutichanne Contro Pane. Standard insta To manuay insta Ca Center Eite Mutichanne Deveoper: 1. Cose a open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Deveoper. The system dispays the Deveoper setup screen. 5. Cick Next to continue. The system dispays the License Agreement screen. 104 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

107 Insta Deveoper 6. Read the icense agreement and if you agree with the icensing terms and conditions, cick Yes. Cick Browse to seect a different insta ocation. 7. Keep the defaut features seected and cick Next. 8. Read the insta settings and cick Next. 9. Cick Finish. 10. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

108 Chapter 5: Deveoper 106 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

109 Chapter 6: Media Gateways This section incudes the foowing topics: Web Chat Gateway on page 108 Insta MSN Messenger Gateway on page 116 Insta AOL-ICQ Instant Messenger Gateway on page 117 Insta Communicator Gateway on page 118 Insta Short Message Service Gateway on page 119 Insta XMPP Gateway on page 120 Ca Center Eite Mutichanne Instaation Guide Comments? March

110 Chapter 6: Media Gateways Web Chat Gateway To insta, configure and operate Web Chat Gateway, you shoud foow the foowing sequence of steps: The Web Chat Web Service and Web Chat ASP appication must be instaed on the same IIS web server. 108 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

111 Web Chat Gateway Insta Web Chat for IIS The insta script for Web Chat for IIS instas the Web Chat Web Service on the IIS web server. The web server must be running Microsoft Windows 2008 Server software and Microsoft IIS 7. The server must aso have Microsoft.Net Framework 3.5 SP1 and Microsoft Internet Exporer 8.0. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta Web Chat Web Service: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Gateways. 7. Cick Web Chat for IIS. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

112 Chapter 6: Media Gateways 8. Cick Next to continue. 9. Keep the defaut features seected and cick Next. 110 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

113 Web Chat Gateway 10. Specify the foowing fieds using the description given in the foowing tabe and cick Add to ist to add the vaues in a ist: Fied Service Name Service ID Description A user-friendy name for a remote service. This name must match with the Remote Service Name configured in Web Chat Gateway. A unique service identifier for the remote service. This service ID must match a Remote Service ID configured in Web Chat Gateway. You can cick Deete to deete the vaes added in the ist. On this page, you have to add the remote services configured for Web Chat Gateway. Each Service Name and Service ID pair must match a Remote Service Name and Remote Service ID combination that can be configured in Web Chat Gateway through Ca Center Eite Mutichanne Contro Pane. You can add the Web chat for IIS Service Name and Service ID pair ater in the web.config fie, which is by defaut present at C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\Server\Media Gateways\Web Chat For IIS\ WebChatASP. 11. After you compete adding a the required service names and service IDs, cick Next. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

114 Chapter 6: Media Gateways 12. Cear the Ignore user account creation check box and create a password-protected user account for the Web Chat Web Service. Use the information given in the foowing tabe: The user name is saved into the web.config fie for the Web Chat Web Service. Both user name and password are saved as a egitimate Windows user account. You can skip this step by seecting the Ignore user account creation check box. However, password-protected user access for the Web Chat Web Service is highy recommended. If you skip this step and ater require Web Chat Gateway authentication for the Web Chat Web Service, you must open the web.config fie and specify a egitimate Windows user account there. Fied User Name User Password Confirm User Password Description A name of your choice for your user account. The defaut is WCUser. A strong password for your user account. The defaut is CCEUser0. The same password as above 13. To seect a different insta ocation, cick the Browse button. Otherwise, cick Next to continue. 14. Read the insta settings and cick Next to start the insta. 15. Cick OK to enabe ASP.Net Web Service Extension. You may have to wait for a whie to compete this process. 16. Cick Finish. 17. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. In genera, if you enter the remote service names and IDs during the instaation of the Web Chat ASP, you do not need to change the defaut configuration data in the appication's web.config fie. If, for some reason, you require to change the configuration fie, refer the Avaya Aura Ca Center Eite Mutichanne Web Chat for IIS User Guide. 112 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

115 Web Chat Gateway Post insta instructions for Web Chat Web Service To depoy Web Chat Web Service on the IIS web server: 1. Open Internet Information Services Manager (IIS) Manager. Run the inetmgr command from the Start > Run diaog box. 2. In the eft pane, seect the computer name. 3. In the Features view, Doube-cick ISAPI and CGI Restrictions. 4. In the ISAPI and CGI Restrictions pane: a. Verify that the ASP.NET Restriction is set to Aowed. f b. If ASP Net 2.0 does not dispay in the ist of ISAPI and CGI Restrictions: 1. In the right pane, under Actions, cick Add In the Add ISAPI and CGI Restrictions window, cick... to browse for the.d fie. 3. Browse to C:\Windows\Microsoft.Net\Framework\v \ aspnet_isapi.d. 4. Cick OK. 5. In the Features pane, seect ASP.NET v In the right pane, under Actions, cick Aow. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

116 Chapter 6: Media Gateways c. In the right pane, under Actions, cick Edit Feature Settings... d. In the Edit ISAPI and CGI Restrictions Settings window, verify that the Aow unspecified ISAPI modues option is seected. 5. Configure WebChatASP appication on IIS: a. In the eft pane, navigate to the Web Sites > Defaut Web Site. b. Under Defaut Web Site, seect WebChatASP. c. In the right pane, under Actions, cick Basic Settings... d. In the Edit Appication window, cick Seect... e. In the Seect Appication Poo window, under Appication poo:, seect Cassic.NET AppPoo. f. Cick OK. g. Cick OK. 6. Configure WebChatWebService appication on IIS: a. In the eft pane, navigate to the Web Sites > Defaut Web Site. b. Under Defaut Web Site, seect WebChatWebService. c. In the right pane, under Actions, cick Basic Settings... d. In the Edit Appication window, cick Seect Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

117 Web Chat Gateway e. In the Seect Appication Poo window, under Appication poo:, seect Cassic.NET AppPoo. f. Cick OK. g. Cick OK. Insta Web Chat Gateway To insta Web Chat Gateway, a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1 and Microsoft Internet Exporer 8.0. You can insta.net Framework from the Utiities\ Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta Web Chat Gateway: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Gateways. 7. Cick Web Chat Gateway. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

118 Chapter 6: Media Gateways 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS Web Chat Gateway service is running. Insta MSN Messenger Gateway To insta MSN Messenger Gateway, a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta MSN Messenger Gateway: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Gateways. 7. Cick MSN Messenger Gateway. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 116 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

119 Insta AOL-ICQ Instant Messenger Gateway 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS MSN Messenger Gateway service is running. Insta AOL-ICQ Instant Messenger Gateway To insta AOL-ICQ Instant Messenger Gateway, a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta AOL-ICQ Instant Messenger Gateway: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Gateways. 7. Cick AOL-ICQ Instant Messenger Gateway. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

120 Chapter 6: Media Gateways 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS AOL-ICQ Instant Messenger Gateway service is running. Insta Communicator Gateway The Communicator Gateway is a server appication that provides conversion from Office Communicator Server to Ca Center Eite Mutichanne Simpe Messaging Media Store enabing communication with any number of Office Communicator Cients. To insta Communicator Gateway a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. To insta Communicator Gateway: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Gateways. 7. Cick Communicator Gateway. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 118 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

121 Insta Short Message Service Gateway 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS Communicator Gateway service is running. Insta Short Message Service Gateway To insta Short Message Service Gateway, a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. For the appication to insta, the system must have Microsoft.Net Framework 3.5 SP1. You can insta.net Framework from the Utiities\Microsoft.Net Redistributabe foder avaiabe in the instaer package of Ca Center Eite Mutichanne. To insta Short Message Service Gateway: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Gateways. 7. Cick Short Message Service Gateway. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

122 Chapter 6: Media Gateways 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS SMS Gateway service is running. Insta XMPP Gateway The XMPP Gateway is a server appication that provides conversion from XMPP (Extended Messaging and Presence Protoco) to Ca Center Eite Mutichanne Simpe Messaging Media Store. XMPP supported features: Instant messages Ca Center Eite Mutichanne Presence in XMPP Customer's cient Outbound sessions Outbound session - checks actua presence of the contact To insta XMPP Gateway, a server operating system is recommended: Microsoft Windows Server 2008 (Enterprise and Standard) and Microsoft Windows 2008 R2 Server. To insta XMPP Gateway: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Server. 5. Cick >>. 6. Cick Media Gateways. 7. Cick XMPP Gateway. 8. Cick Next to continue. The system dispays the License Agreement screen. 9. Read the icense agreement and, if you are agree with the icensing terms and conditions, cick Yes. 10. Cick Next to continue. To seect a different insta ocation, cick Browse. 120 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

123 Insta XMPP Gateway 11. Read the insta settings and cick Next to start the insta. 12. Cick Finish. 13. If you are asked to restart your system (this wi happen if some appication components need updating or registering), cick Yes. 14. Open the Windows Services appication by running services.msc command in the Start > Run diaog box. 15. In the Services window, verify that the AS XMPP Gateway service is running. Ca Center Eite Mutichanne Instaation Guide Comments? March

124 Chapter 6: Media Gateways 122 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

125 Chapter 7: Utiities This section incudes the foowing topics: Insta SQL Server on page 123 Insta and configure WebLM on page 147 Insta AES Cient on page 157 Quick Instaer - Server Edition Overview on page 158 Insta Voice Porta Appication Updater on page 160 Impement and Customize Microsoft Dynamics CRM Server on page 163 Insta SQL Server Avaya Aura Ca Center Eite Mutichanne supports standard, express, and enterprise editions for Microsoft SQL Server Before you insta SQL Server There are foowing essentia pre-requisites to insta Microsoft SQL Server 2008: Microsoft.Net Framework 3.5 SP1 Windows Instaer 4.5 Windows PowerShe 1.0 Internet Information Services 7 On Internet Information Server (IIS) version 7, configure the foowing before instaing the SQL Server with the Reporting Services: Enabe various features of IIS Web management toos IIS 6 Management Compatibiity IIS 6 WMI Compatibiity IIS Metabase and IIS 6 configuration compatibiity Word Wide Web Services Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

126 Chapter 7: Utiities Appication Deveopment Features - ASP.NET - ISAPI Extensions - ISAPI Fiters Common Http Features - Defaut Document - Directory Browsing - HTTP Redirection - Static Content Security - Windows Authentication To insta a 32-bit version of Reporting Services on a computer that is running a 64-bit version of Internet Information Server (IIS) version 7, you have to do the foowing additiona settings after you configure the IIS In the IIS Manager, cick Appication Poos. 2. In the Actions pane, cick Set Appication Poo Defauts. 3. In the Genera section, set the Enabe32bitAppOnWin64 option to True. Insta SQL Server 2008 You can obtain the SQL Server 2008 as either a 32-bit or 64-bit appication depending on the operating system that you have used. 124 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

127 Insta SQL Server To insta SQL Server 2008: 1. Run the setup for SQL Server The system dispays the Microsoft SQL Server 2008 Setup screen. 2. In the eft pane, cick Instaation to continue Ca Center Eite Mutichanne Instaation Guide Comments? March

128 Chapter 7: Utiities 3. In the right pane, cick the New SQL Server stand-aone instaation or add features to an existing instaation ink. 126 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

129 Insta SQL Server 4. Cick OK. Ca Center Eite Mutichanne Instaation Guide Comments? March

130 Chapter 7: Utiities 5. Cick Insta. 128 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

131 Insta SQL Server 6. Cick Next. 7. Cick Next. 8. Read the icense agreement. If you agree with the icensing terms and conditions, seect the I accept the icensing terms check box and cick Next. 9. Cick the Seect A button to seect a components and cick Next. 10. Seect the Named instance option and type MSSQLSERVER as the instance name. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

132 Chapter 7: Utiities 11. Cick Next. 130 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

133 Insta SQL Server 12. Cick Next. Ca Center Eite Mutichanne Instaation Guide Comments? March

134 Chapter 7: Utiities 13. Cick the Use the same account for a SQL Server services button. 14. Cick the Account Name drop-down ist and seect NT AUTHORITY\SYSTEM. 132 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

135 Insta SQL Server 15. Cick OK to continue. 16. Cick Next. Ca Center Eite Mutichanne Instaation Guide Comments? March

136 Chapter 7: Utiities 17. In the Authentication Mode section, seect the Mixed Mode option. Enter and confirm a password for the SA account. Cick Add to add a Windows account for SQL Server administrators. If you are using the current ogged in user running the SQL Server, cick Add Current User. Cick Add to add a different account. 134 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

137 Insta SQL Server 18. Cick Next. 19. Keep the defaut options seected and cick Next. 20. Cick Next. 21. Read the instaation settings and cick Insta. Ca Center Eite Mutichanne Instaation Guide Comments? March

138 Chapter 7: Utiities 22. Cick Next. 136 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

139 Insta SQL Server 23. Cick Next. 24. Cick Cose to end the instaation. Ca Center Eite Mutichanne Instaation Guide Comments? March

140 Chapter 7: Utiities Configure SQL Server 2008 To configure SQL Server 2008: 1. From the Windows Start menu, seect A Programs > Microsoft SQL Server 2008 > Configuration Toos > SQL Server Configuration Manager. 2. In the right pane, right-cick Named Pipes and seect Enabe to enabe the Named Pipes protoco. 3. In the right pane, right-cick TCP/IP and seect Enabe To enabe the TCP/IP protoco. 4. Right-cick TCP/IP and seect Properties. 138 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

141 Configure SQL Server Cick the IP Addresses tab. 6. Enabe a IP addresses and cick OK. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

142 Chapter 7: Utiities 7. Start the Microsoft SQL Server Management Studio. 8. Cick Connect to continue. 140 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

143 Configure SQL Server In the eft pane, right-cick the SQL Server name and seect Facets. 10. Cick the Facet drop-down ist and seect Surface Area Configuration. Ca Center Eite Mutichanne Instaation Guide Comments? March

144 Chapter 7: Utiities 11. In the Facet properties ist, set the XPCmdSheEnabed property to True. 12. Cick OK to compete the configuration. Create Database After you compete the instaation and configuration of Microsoft SQL Server 2008, you have to create the databases using the SQL scripts provided with the Ca Center Eite Mutichanne instaer. The SQL scripts are provided for the foowing components: Interaction Data Server - for Voice and Presence. Configuration Server 142 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

145 Configure SQL Server 2008 Media Stores - ASMContro You must insta the ASContact database from the Ca Center Eite Mutichanne Contro Pane. For more information, refer the Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. You can insta the SQL scripts for these components either from the Ca Center Eite Mutichanne instaer or from the instaation directory of the corresponding component after you insta that component. In the Ca Center Eite Mutichanne instaer, you can find these SQL scripts in the SQL Script foder avaiabe inside the respective component foder. For exampe: SQL scripts for Configuration Server is avaiabe at: <Ca Center Eite Mutichanne instaer>\ Avaya Aura CC Eite Mutichanne\Server\Configuration Server\SQL Script. At the instaed ocation, you can find these SQL scripts in the SQL Script foder avaiabe inside the respective component foder. For exampe: SQL scripts for Interaction Data Server is avaiabe at: CCEM_INSTALL_DIR\Avaya\Avaya Aura CC Eite Mutichanne\ Server\Configuration Server\SQL Script. You can run these SQL scripts either with defaut instance or with named instance. This section contains the foowing topics: Creating the database with defaut instance on page 143 Creating the database with named instance on page 145 Creating the database with defaut instance This section expains about running scripts after the component is instaed. The exampe beow for running SQL script from the Configuration Server foder. To run database scripts with defaut instance: 1. Navigate to the CCEM_INSTALL_DIR\Avaya\Avaya Aura CC Eite Mutichanne\Server\Configuration Server\SQL Script foder. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

146 Chapter 7: Utiities 2. Open the Run AS Maintain Database.bat fie for editing. 3. Verify that ASServerName is empty. 4. Cose the fie and Run the fie. 5. After the batch fie finishes running, a og fie is created in the same foder to confirm the successfu creation of the database. 144 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

147 Configure SQL Server 2008 Creating the database with named instance This section expains about running scripts after the component is instaed. The exampe beow is for running SQL script from the Configuration Server foder. To run database scripts with named instance: 1. Navigate to the CCEM_INSTALL_DIR\Avaya\Avaya Aura CC Eite Mutichanne\Server\Configuration Server\SQL Script foder. 2. Open the Run AS Maintain Database.bat fie for editing. Ca Center Eite Mutichanne Instaation Guide Comments? March

148 Chapter 7: Utiities If your database server is ocated on a separate server, then you have to copy the content of the instaer to your oca disk before you can start creating or upgrading the database. 3. Enter the server instance name for ASServerName and save the fie. 4. Cose the fie and Run the fie. 146 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

149 Insta and configure WebLM 5. After the batch fie finishes running, a og fie is created in the same foder to confirm the successfu creation of the database. Insta and configure WebLM Ca Center Eite Mutichanne is supported with WebLM server 6.2. The Ca Center Eite Mutichanne icenses can be poed from the WebLM server. This section contains the foowing: Prerequisites for instaing WebLM on page 148 Insta WebLM on page 151 Enabe HTTPS on page 151 WebLM configuration on page 153 Fix security vunerabiities on page 155 Accessing WebLM on page 156 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

150 Chapter 7: Utiities After instaing the WebLM, you can insta the required Ca Center Eite Mutichanne icenses in the WebLM. For information, see Avaya Aura Ca Center Eite Mutichanne License Director User Guide. Prerequisites for instaing WebLM Before instaing WebLM perform the foowing: 1. Downoad and Insta Orace Java Runtime Environment (JRE) a. Insta JRE 1.6.0_22 on the system where WebLM wi be depoyed. Ensure to insta the correct version of JRE as per the operating system on which the WebLM wi be instaed. You can downoad JRE 1.6.0_22 from the foowing website: java-archive-downoads-javase htm#jdk-6u22-oth-jpr b. Ensure that JAVA_HOME variabe points to JRE 1.6.0_22 insta ocation or JDK 1.6.0_22 insta ocation (if Tomcat is not instaed as a service). 2. Downoad and insta Tomcat a. Insta Tomcat on the system where WebLM wi be running. Ensure to insta the correct version of the appication as per the operating system (on which WebLM wi be running). You can downoad Tomcat from the foowing website: In order to run Tomcat in a JRE ony environment, you must insta Tomcat as a Windows service. If Tomcat is not required to run as a service, then Orace JDK must be instaed. Tomcat server requires Orace JDK to run if Tomcat is not registered as a service in Windows. b. Ensure that the PATH variabe points to %JAVA_HOME%\bin. c. Ensure that the CATALINA_HOME variabe points to Tomcat insta ocation. If the Environment Variabes are not set on the system, create and set the variabes. To create and set the variabes: 1. On the Desktop, right-cick My Computer and seect Properties. 2. Cick on Advanced system settings. The system dispays the System Properties diaog box. 3. In the System Properties diaog box, cick the Advanced tab. 148 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

151 Insta and configure WebLM 4. In the Advanced tab, cick Environment Variabes. The system dispays the Environment Variabes diaog box. 5. In the Environment Variabe diaog box, cick New beow System Variabes. The system dispays the New System Variabe diaog box. 6. Specify the required variabe name in the Variabe name: fied. 7. Specify the required directory path in the Variabe vaue: fied. 8. Cick OK. The system dispays the new system variabe in the System Variabes ist. Ca Center Eite Mutichanne Instaation Guide Comments? March

152 Chapter 7: Utiities 9. Cick OK and cose the System Properties diaog box. 3. Ensure that Tomcat is stopped. If there are other appications depoyed in the same Tomcat container, then the other appications wi stop responding on stopping the Tomcat. 4. Ensure that the system on which WebLM wi be depoyed has an entry for the oca host IP address in the hosts fie. For exampe, on a system running Microsoft Windows, the hosts fie is ocated at: C:\Windows\System32\drivers\etc foder. The entry in this fie shoud ook ike: <Locahost_IP_address> ocahost 150 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

153 Insta and configure WebLM 5. Ensure that the user name using which Tomcat is instaed has read-write permissions for the C:\temp foder. Insta WebLM To insta WebLM: 1. Copy WebLM.war fie from DVD/CD drive path \Utiities\WebLM foder to the %CATALINA_HOME%\webapps foder of tomcat instaation. 2. Create an empty foder named WebLM inside the webapps foder. 3. Open the WebLM.war fie using WinZip and extract the contents of WebLM.war to newy created WebLM foder. 4. Enabe HTTPS. This is the mandatory step to access WebLM. This requires editing the <tomcat_instaation_dir>\conf\server.xm fie. For more detais refer to Enabe HTTPS on page Update WebLM server properties. WebLM server has defaut vaues set in the configuration fie. If required, update the properties before starting the Tomcat. For more detais refer to WebLM configuration on page Fix security vunerabiities that may exist within Tomcat. For more detais refer to Fix security vunerabiities on page To access WebLM refer to Accessing WebLM on page 156. Enabe HTTPS To enabe HTTPS: 1. Verify if the Tomcat instaation has APR (Apache Portabe Runtime) enabed or not. For more information on APR, refer to: To check if APR is enabed, browse to %CATALINA_HOME%\bin and verify if the d tcnative-1.d is present or not. If present, APR is supported for the Tomcat instaation. 2. Locate the server.xm fie. By defaut, the server.xm fie is ocated in the <tomcat_instaation_dir>/conf foder. 3. Open the server.xm fie using any editor (for exampe Notepad, Textpad, vi based on the operating system used). 4. Go to end of fie and add Connector tag for port which wi be used as the HTTPS port for WebLM. The foowing eement shoud be added before the eement </ Service>: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

154 Chapter 7: Utiities As per the Licensing Conformance Requirements [ M-850], icensed products sha utiize port for HTTPS communication with WebLM server. Configuration for Tomcat Instaation without APR: <Connector acceptcount="100" cientauth="fase" disabeupoadtimeout="true" enabelookups="fase" keystorefie="${cataina.base}/webapps/weblm/web-inf/ webmserver.p12" keystorepass="password" SSLEnabed="true" keystoretype="pkcs12" maxhttpheadersize="8192" maxsparethreads="75" maxthreads="150" minsparethreads="25" port="52233" scheme="https" secure="true" ssprotoco="tls" ciphers="ssl_dh_dss_with_3des_ede_cbc_sha,ssl_dh_rsa_with_3des_ede_c BC_SHA,SSL_DHE_DSS_WITH_3DES_EDE_CBC_SHA,SSL_DHE_RSA_WITH_3DES_EDE_C BC_SHA,SSL_RSA_WITH_3DES_EDE_CBC_SHA,SSL_RSA_FIPS_WITH_3DES_EDE_CBC_ SHA,TLS_KRB5_WITH_3DES_EDE_CBC_MD5,TLS_KRB5_WITH_3DES_EDE_CBC_SHA,TL S_ECDH_ECDSA_WITH_3DES_EDE_CBC_SHA,TLS_ECDH_RSA_WITH_3DES_EDE_CBC_SH A,TLS_ECDHE_ECDSA_WITH_3DES_EDE_CBC_SHA,TLS_ECDHE_RSA_WITH_3DES_EDE_ CBC_SHA,TLS_DHE_DSS_WITH_AES_128_CBC_SHA,TLS_DHE_DSS_WITH_AES_256_CB C_SHA,TLS_DHE_RSA_WITH_AES_128_CBC_SHA,TLS_DHE_RSA_WITH_AES_256_CBC_ SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_256_CBC_SHA,TLS_EC DH_ECDSA_WITH_AES_128_CBC_SHA,TLS_ECDH_ECDSA_WITH_AES_256_CBC_SHA,TL S_ECDH_RSA_WITH_AES_128_CBC_SHA,TLS_ECDH_RSA_WITH_AES_256_CBC_SHA,TL S_ECDHE_ECDSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_ECDSA_WITH_AES_256_CBC_ SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_256_CB C_SHA"/> Configuration for Tomcat Instaation with APR: <Connector acceptcount="100" cientauth="fase" disabeupoadtimeout="true" enabelookups="fase" SSLPassword="password" SSLEnabed="true" maxhttpheadersize="8192" maxsparethreads="75" maxthreads="150" minsparethreads="25" port="52233" scheme="https" secure="true" ssprotoco="tls" SSLCipherSuite="ALL:!ADH!RC4 -IDEA:!LOW:!SSLv2:!EXPORT40!EXPORT56" SSLCertificateFie="${cataina.base}/webapps/WebLM/WEB-INF/ webm.crt" SSLCertificateKeyFie="${cataina.base}/webapps/WebLM/ WEB-INF/webm.key"/> This is assuming that WebLM is depoyed in <tomcat_instaation_dir>/ webapps foder. Be carefu whie doing a copy paste from this document into the server.xm fie. Ensure that the vaid quotes are copy pasted in the server.xm fie. 5. For the Connectors on port 8080 and 8009, update the vaue of attribute redirectport from (defaut) 8443 to Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

155 Insta and configure WebLM WebLM configuration WebLM server configuration is defined in the fie webmserver.properties which is ocated in the <tomcat_instaation_dir>/webapps/weblm/data foder. Any changes to this fie wi require Tomcat to be restarted to have the changes take effect. Some important properties defined in this fie are defined in the foowing tabe. Tabe 1: Property Name Description Defaut Vaue WebLM.LicenseAocation.Backup.FieSize WebLM.Usages.MaxUsageCount WebLM.Usages.UsageCount This property specifies the size of the icense aocation backup fie size in MB. Ensure to aocate an integer to this property (e.g. 1, 10 etc.). A decima vaue ike 1.5 is invaid. This property specifies the maximum count of usage query resuts that WebLM can maintain. The property must be set to an integer vaue (e.g. 3, 4, etc.). A decima vaue ike 1.5 is invaid. This property specifies the count of usage query resuts that WebLM maintains. The property must be set to an integer vaue (e.g. 3, 4, etc.) within a range of 1 to whatever is the vaue of property WebLM.Usages.MaxUsageCount. A decima vaue ike 1.5 is invaid. This property is aso configurabe from the WebLM UI. 10 MB 5 1 WebLM server ogging configuration is defined in the fie og4j.properties which is ocated in the <tomcat_instaation_dir>/webapps/weblm/web-inf/casses foder. Any changes to this fie wi require Tomcat to be restarted to have the changes take effect. Some important properties defined in this fie are defined in the foowing tabe. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

156 Chapter 7: Utiities Tabe 2: Property Name Logger Type Defaut Vaue Description og4j.appender.web mdebugappender.f ie og4j.appender.web moperationaappen der.fie og4j.appender.web mauditappender.fi e og4j.appender.web msecurityappender. Fie og4j.appender.web mdebugappender.t hreshod og4j.appender.web moperationaappen der.threshod og4j.appender.web mauditappender.thr eshod og4j.appender.web msecurityappender. threshod Debug Operationa Audit Security ${cataina.home}/ webapps/weblm/data/ og/ webmserverdebug.og ${cataina.home}/ webapps/weblm/data/ og/ webmserveroperation a.og ${cataina.home}/ webapps/weblm/data/ og/ webmserveraudit.og ${cataina.home}/ webapps/weblm/data/ og/ webmserversecurity.o g This property ets WebLM user specify the ocation where the og fies shoud be saved. Ensure to enter the path that exists foowed by fie name. E.g. On Linux, /var/og/webm/ webmserver.og (assuming / var/og/webm exists) On Windows, C:\\foder\\webmserver.og (assuming C:\\foder exists) Debug Operationa Audit ERROR ERROR INFO This property aows the user to specify the og eve. The og fies wi contain og messages of eves specified for this property and above. The aowed og eves in the increasing order of granuarity are: FATAL, ERROR, WARN, INFO, DEBUG. To change og eves, the Security WARN vaue of this property as we as the og eve mentioned at the respective ogger eve must be changed 154 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

157 Insta and configure WebLM Tabe 2: Property Name Logger Type Defaut Vaue Description og4j.appender.web mdebugappender. MaxFieSize og4j.appender.web moperationaappen der.maxfiesize og4j.appender.web mauditappender.m axfiesize og4j.appender.web msecurityappender. MaxFieSize og4j.appender.web mdebugappender. MaxBackupIndex og4j.appender.web moperationaappen der.maxbackupinde x og4j.appender.web mauditappender.m axbackupindex og4j.appender.web msecurityappender. MaxBackupIndex Debug Operationa 10 MB This property aows the user to specify the maximum og fie size before it is roed over. Audit Security Debug Operationa 5 3 This property aows the user to specify the number of og fies to be backed up once it reaches the max size as specified in property: og4j.appender.<appende R>.MaxFieSize Audit 3 Security 3 Fix security vunerabiities To fix security vunerabiities: 1. Deete Sampe Appications from Tomcat. In order to resove security vunerabiities existing in Tomcat sampe appications, deete foowing foders from <tomcat_instaation_dir>\webapps if present: docs exampes host-manager manager Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

158 Chapter 7: Utiities 2. Deete Tomcat users if there are any after instaing Tomcat. a. Open fie <tomcat_instaation_dir>/conf/tomcat-users.xm, search for eement <user> which is defined as foows: <user username="tomcat" password="tomcat" roes="tomcat"/> b. Deete a the users eements from fie tomcat-users.xm. After performing the steps given above, one cannot manage appications depoyed in Tomcat using Tomcat Management consoe. However, these steps are important because: Tomcat user password is stored in the Tomcat users fie in cear text. It is possibe to gain access to the Manager web appication for the remote Tomcat server using a known set of credentias. A remote attacker can everage this issue to insta a maicious appication on the affected server and run code with Tomcat's privieges. Hence, we remove the Tomcat users. Tomcat's sampe appications may hep an attacker uncover information about the remote Tomcat insta or host itsef or they may themseves contain vunerabiities such as cross-site scripting issues. Accessing WebLM WebLM server can be accessed after instaation and configuration as foows: In case of adopting products writing their own instaers or using RPMs, if WebLM is depoyed in the same Tomcat container as some other appication, then there is a possibiity of the og4j jar being present in two ocations, for exampe in <tomcat_instaation_dir>/shared/ib foder and in <tomcat_instaation_dir>/webapps/weblm/web-inf/ib foder. This can ead to conficts between the two og4j jars eading to errors. To avoid this, if a og4j jar is present in the <tomcat_instaation_dir>/shared/ib foder, then the og4j jar present in the <tomcat_instaation_dir>/webapps/ WebLM/WEB-INF/ib foder must be deeted. 1. Start Tomcat. 2. In the Web browser, enter the URL of the WebLM server in the foowing format: The system dispays the certificate diaog box. The diaog box informs that the appication is running over HTTPS (secured HTTP). Cick Yes to accept the certificate. From this point, a the communication between the browser and the server wi be over HTTPS. 3. Log in to WebLM server with the ogin and password and start using the server. 156 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

159 Insta AES Cient License director must be restarted after WebLM 6.2 configuration. Insta AES Cient You must insta AES Cient on the system where Avaya Aura Ca Center Eite Mutichanne Server components are instaed. To insta AES Cient: 1. Cose a open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Utiities. 5. Cick Avaya AES Cient. Wait ti the instaer dispays the Wecome page. 6. Cick Next. 7. Keep the defaut Destination Foder for instaation and cick Next to continue. To seect a different ocation, cick Browse. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

160 Chapter 7: Utiities 8. In the Host Name or IP Address and TCP Port fieds, enter the IP address or host name and port number of each AES server that you want to use and cick Add to List. 9. After you compete adding a the TSAPI services, cick Next. 10. Cick Finish. 11. If you are asked to restart your system, which may happen if some appication components need updating or registering, cick Yes. Quick Instaer - Server Edition Overview Quick Instaer - Server Edition is a simpe and quick way for users who are aready acquainted with Ca Center Eite Mutichanne to insta Ca Center Eite Mutichanne server products. Instead of instaing servers individuay via the Main Instaer, you can use Quick Instaer - Server Edition to insta severa servers as part of one insta process. To save time, Quick Instaer - Server Edition presents you with common screens, such as the Ca Center Eite Mutichanne icense agreement and insta destination screens, ony once. Appication-specific screens, such as configuration screens, are sti avaiabe for those servers that require them. Quick Instaer - Server Edition instas servers in a sequence reating to their insta compexity; instas for servers that incude configuration screens run first. Before Quick Instaer - Server Edition instas the first server, it checks for a the prerequisites required by servers in the entire ist, for exampe, Microsoft.Net Framework 3.5 SP1, Appication Enabement Services (AE Services) and Microsoft IIS. 158 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

161 Quick Instaer - Server Edition Overview If Microsoft.Net Framework 3.5 SP1 or Appication Enabement Services (AES Cient) are not aready instaed, Quick Instaer - Server Edition automaticay aunches these instas before proceeding with the instaation of the first server. If Microsoft IIS is not instaed, servers that require IIS are removed from the insta ist. Quick Instaer - Server Edition aso performs upgrades to oder reeases and these run in the same fashion. Once the insta process starts, the ony way to cance Quick Instaer - Server Edition is through Windows Task Manager. Insta Servers using Quick Instaer - Server Edition Your system must be running Windows Instaer 4.5 before you can run Quick Instaer - Server Edition. If Windows Instaer 4.5 is not running, this insta automaticay runs an insta script for that appication. After Windows Instaer 4.5 is instaed, you wi need to restart you system before restarting Quick Instaer - Server Edition. You can run Quick Instaer - Server Edition (setup.exe) directy from its foder in the Utiities foder avaiabe at the instaed ocation of Ca Center Eite Mutichanne, or through the Utiities option in the Main Instaer. To insta Server: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Utiities. 5. Cick Quick Instaer - Server Edition. 6. Cick Next to continue. The system dispays the License Agreement screen. 7. Read the icense agreement and, if you agree with the icensing terms and conditions, cick Yes. To seect a different insta ocation, cick Browse. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

162 Chapter 7: Utiities 8. Cick Next to continue. 9. Seect the servers that you want to insta and cick Next. WARNING: The servers isted under Attended Instaation must be configured whie instaing and the servers isted under Unattended Instaation does not require any configuration whie instaing.! WARNING: Seect the required servers carefuy. Once the quick insta process starts, the ony way to stop it is through Windows Task Manager. Insta Voice Porta Appication Updater In Ca Center Eite Mutichanne, you can use the Voice Porta Appication Updater (VPAU) utiity to insta or update the Voice Porta appications. Important:! Important: Before you use the VPAU utiity, ensure that you have instaed the Tomcat server on a target system, where you want to insta or update Voice Porta appications. 160 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

163 Insta Voice Porta Appication Updater This utiity insta or update the Voice Porta appications on a target system by downoading the appications from a source server, which contains the appications. When you insta this utiity on a system, the system instas the foowing important fies on a system: Sampe.Update.xm. This fie contains the sampe information about Voice Porta appications. You can use this fie to create the update.xm on a source server. You need to update the update.xm fie with the correct information about the Voice Porta appications avaiabe on the source server. Update.xsd. This fie contains the schema for the update.xm fie. You must add this fie on the source server aong with the update.xm fie. VPAUpdate.ini. This fie contains the URL of the server that contains the update.xm and update.xsd fies. The Voice Porta Appication Updater utiity downoad the appications from the server that you mention in the BaseUr parameter in the update.xm fie. UpdaterUI.exe. This is the utiity program that you need to run. This utiity dispays a ist of new appications and appications that needs to be updated. When you run the Voice Porta Appication Updater utiity on a system for the first time, this utiity creates the update.xm fie on a system. Initiay, the update.xm fie does not contain information about Voice Porta appications. The Voice Porta Appication Updater utiity compares the update.xm on a system, where you instaed this utiity with the update.xm fie on a source server. If the update.xm fie on the source server contains updated information about the Voice Porta appications, the utiity dispays those appication information in a ist. In this appications ist, you can seect an appication and update it on a target system. To insta Voice Porta Appication Updater: 1. Cose a the open appications. 2. Run the setup.exe fie. The system dispays the Trace System Server screen. 3. In the Server and Port fieds, enter the host name or IP address and port number of the TTrace server and cick Next. The system dispays the Avaya Aura Ca Center Eite Mutichanne appication seection screen. 4. Cick Utiities. 5. Cick Voice Porta Appication Updater. The system dispays the Voice Porta Appication Updater setup screen. 6. Cick Next to continue. The system dispays the License Agreement screen. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

164 Chapter 7: Utiities 7. Read the icense agreement and, if you are agree with the icensing terms and conditions, seect the I accept the terms in the icense agreement option and cick Next. 8. Cick the Compete button to insta a the components of Trace System. OR 9. Cick Custom to seect the components that you want to insta. 10. Cick Insta. 11. Cick Finish after the instaation is compete. 12. Cick Yes, if you are asked to restart your system. This requires if some appication components need updating or registering. To insta or update Voice Porta appications: 1. From the Windows start menu, cick A Programs > Avaya Aura CC Eite Mutichanne > Utiities > Voice Porta Appication Updater > VPAUpdater. 2. In the Destination Server fied, enter the URL of the system where you want to insta or update the Voice Porta appications. 3. In the Username and Password fied, enter the user name and password to access the Tomcat server. 4. Cick Login. After successfu ogin, the system dispays the ist of Voice Porta appications. In a ist, each appication indicate the status as New, Skip, and Update. Voice Porta Appication Updater utiity indicates the status of the instaed or updated appication as Skip. You can either skip updating this appication or forcefuy update that appication. 5. In the appications ist seect the appication that you want to insta or update. 6. Cick Update. After successfu instaation or updation, the system indicates the appication name in a ist with green coor. If an error occurs whie instaing or updating the appication, the system dispays an error message and aso indicates that appication name in a ist with red coor. 162 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

165 Impement and Customize Microsoft Dynamics CRM Server Impement and Customize Microsoft Dynamics CRM Server Impementation Refer to the Microsoft Dynamics CRM Integration Impementation Guide (ocated in the Utiities\Microsoft Dynamics CRM Server Customizations foder avaiabe with the Ca Center Eite Mutichanne instaer) to setup your Ca Center Eite Mutichanne soution to use Microsoft Dynamics CRM. Customization If you have synchronized your Microsoft CRM database with the ASContact Database, you must insta the MS CRM Phonebook Synchronizer on the Microsoft CRM Server. This component ensures any ongoing changes made to Microsoft CRM account and contact records are automaticay updated in the ASContact Database. Adding dia buttons to Microsoft CRM web pages that contain one or more phone numbers is optiona if you are integrating Ca Center Eite Mutichanne Desktop with Microsoft CRM. To add dia buttons to Microsoft Dynamics CRM web pages: This is stricty a visua guide appication and does not insta anything. Run ASMSCRMServerCustomizationsInsta.exe in the Utiities\Microsoft Dynamics CRM Server Customizations foder in the Ca Center Eite Mutichanne instaer. To insta Microsoft Dynamics CRM Phonebook Synchronizer on the Microsoft Dynamics CRM Server: 1. If you are aready using a customization, copy your existing caout.config.xm fie to another ocation. 2. Copy a the fies from Utiities\MS CRM Server Customizations\Reatime Phonebook Synchronizer foder in the Ca Center Eite Mutichanne instaer to the C:\Program Fies\Microsoft CRM\Server\bin\assemby foder on your Microsoft CRM Server. 3. If you competed step 1, copy any new entries from the atest caout.config.xm fie into your origina caout.config.xm. Copy the updated fie back into the foder on your Microsoft CRM Server. 4. Update the ASMSCRMPhonebookSynchronizer.ini. The AS Contact Database Connection String needs to be set to your ASContact Database. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

166 Chapter 7: Utiities 164 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

167 Chapter 8: Inventory of Ca Center Eite Mutichanne In the Ca Center Eite Mutichanne Reease 6.2.3/6.2.5, a specia utiity is provided to coect the inventory of various Ca Center Eite Mutichanne components instaed on a system and the hardware of that system. The inventory contains the foowing types of information: Hardware - OEM ID - Number of processors - Processor type - Active processor mask - OS Major Version - OS Minor Version - OS Buid Number - OS Patform ID - OS Version Info Network - Machine Time - Machine Host name - Current user name - Found machine IP address Registry key for Avaya - HK_LOCAL_MACHINE\Software Ca Center Eite Mutichanne components - Fie ocation - Fie version - Fie date and time The command ine utiity, named ASFieDetaiCheck.exe, is provided with the Ca Center Eite Mutichanne instaation kit. In the instaation kit, you can find a the reated fies for this utiity in the Utiities\FieDetaiCheck foder. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

168 Chapter 8: Inventory of Ca Center Eite Mutichanne Coecting Ca Center Eite Mutichanne inventory To coect Ca Center Eite Mutichanne inventory: 1. Copy the FieDetaiCheck foder on a system from which you want to coect the inventory. 2. From the FieDetaiCheck foder, run the CCE50_FieCheck.bat batch fie. When you run this batch fie, the ASFieDetaiCheck utiity coects the detais of the Ca Center Eite Mutichanne components and stores the information in a separate.txt fie, named CCE50_Detais.txt.! Important: Important: This utiity coects Ca Center Eite Mutichanne inventory from a system on which you are running it. If you want to coect Ca Center Eite Mutichanne inventory from mutipe systems, you need to run this utiity separatey on every system. 3. Open the CCE50_Detais.txt from the FieDetaiCheck foder to view the coected inventory. Foowing are some of the commands in the CCE50_FieCheck.bat batch fie. %echo off de CCE50_Detais.txt > Nu 2>&1 asfiedetaicheck /SYSTEM >> CCE50_Detais.txt asfiedetaicheck /NETWORK >> CCE50_Detais.txt asfiedetaicheck /LMREGISTRY Avaya >> CCE50_Detais.txt asfiedetaicheck /CCEMODULES CCEComponentList.txt >> CCE50_Detais.txt ASFieDetaiCheck ASWINDOWSSYSTEM32 ActEntConfigCient.d >> CCE50_Detais.txt ASFieDetaiCheck /PID ACC23.ConfigItem.1 >> CCE50_Detais.txt ASFieDetaiCheck /PID ACC23.ConfigItem >> CCE50_Detais.txt ASFieDetaiCheck /PID ACC23.ConfigList.1 >> CCE50_Detais.txt ASFieDetaiCheck /PID ACC23.ConfigList >> CCE50_Detais.txt ASFieDetaiCheck /PID ACC23.SectionItem.1 >> CCE50_Detais.txt ASFieDetaiCheck /PID ACC23.SectionItem >> CCE50_Detais.txt 166 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

169 Coecting Ca Center Eite Mutichanne inventory Foowing is the sampe inventory coected from a system: Start: Printing system information Hardware information: OEM ID: 0 Number of processors: 2 Page size: 4096 Processor type: 586 Minimum appication address: Maximum appication address: 7ffeffff Active processor mask: 3 OS Major Version : 5 OS Minor Version : 1 OS Buid Number : 2600 OS Patform ID : 2 OS Version Info : Service Pack 2 Memory oad : 58 Avaiaabe extended virtua memory : 0 Avaiabe page fie memory : Avaiaabe physica memory : Avaiabe virtua memory : Tota page fie memory : Tota physica memory : Tota virtua memory : Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

170 Chapter 8: Inventory of Ca Center Eite Mutichanne 168 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

171 Chapter 9: User Authentication in Ca Center Eite Mutichanne In Ca Center Eite Mutichanne, you can provide users the access permissions for using various Desktop appication, such as Desktop, Contro Pane, Reporting. With this feature, ony users with access permissions can access the Desktop appication. The system dispays an error message when users try to access Desktop appications without the appropriate access permissions. User authentication is disabed in the standard instaation of Ca Center Eite Mutichanne. To enabe user authentication, you need to configure the Active Directory (AD).! Important: Important: You must have the proper skis in administering Active Directory. As an administrator, you need to create user groups caed Organizationa Units (OUs) and using group poicies/administrative tempates, grant permissions to these OUs to access specific appications. The settings you do for an OU overrides the settings of the parent OUs. You can aso use a centra switch on a domain eve to enabe the user authentication on domain. For suggestions on how to secure your system and know about obtaining additiona security information, see the Avaya Products Security Handbook. You can aso access the Avaya support Web site: to find the information about known vunerabiity poicies in Avaya products. Enabing User Authentication on a domain! Important: Important: When you enabe the User Authentication on a domain, users cannot access the Ca Center Eite Mutichanne appications without the expicit access permissions. To enabe user authentication on a system wide: 1. From the defaut instaation directory, open the Utiities\Administrative Tempates foder. This foder contains the foowing fies: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

172 Chapter 9: User Authentication in Ca Center Eite Mutichanne CCE_User_Authentication.adm. This fie is used to enabe the user authentication. CCE_Appications.adm. This fie contains the settings for the Ca Center Eite Mutichanne Desktop appications. 2. Insta the CCE_User_Authentication.adm administrative tempate on a domain eve. This tempate creates new foder Computer Configuration > Administrative Tempates > Avaya Contact Center Express in Group Poicy Object Editor. This new foder contains new User Authentication settings. 3. Change the User Authentication setting to Enabed. The system enabes the User Authentication for Ca Center Eite Mutichanne Desktop appications for a computers and users in this domain. Enabing User Authentication for users! Important: Important: User Authentication for users is ony effective when you enabe the User Authentication on a domain. For exampe, if you disabed the Contro Pane access for particuar users, the users are restricted to access Contro Pane ony when you enabe the User Authentication on a domain. To enabe user authentication for users: 1. From the defaut instaation directory, open the Utiities\Administrative Tempates foder. This foder contains the foowing fies: CCE_User_Authentication.adm. This fie is used to enabe the user authentication. CCE_Appications.adm. This fie contains the settings for the Ca Center Eite Mutichanne Desktop appications. 2. Create appropriate OUs to enabe user authentication for Ca Center Eite Mutichanne Desktop appications. 3. Insta the CCE_Appications.adm administrative tempate in the group poicy of each OU. This tempate creates new foder User Authentication > Administrative Tempates > Avaya Contact Center Express in Group Poicy Object Editor. This new foder contains new User Authentication settings for each Desktop appication, such as Desktop, Reporting, and Contro Pane. 4. Change the setting for an appication to Enabed, Disabed, or Not Configured. The system enabes or disabes the seected User Authentication for Ca Center Eite Mutichanne Desktop appications for the specified OUs. 170 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

173 If you seect the Not Configured setting, the system uses the settings of the parent OU. If there are no settings in any parent OU, the system uses the defaut setting as Disabed. Ca Center Eite Mutichanne Instaation Guide Comments? March

174 Chapter 9: User Authentication in Ca Center Eite Mutichanne 172 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

175 Chapter 10: Agent Event Notification Enabe Agent Event Notification Avaya Aura Ca Center Eite Mutichanne takes advantage of Agent States generated by the Avaya Aura Communication Manager. Requirements To receive agent state events generated by the Avaya Aura Communication Manager, you need: Avaya CM server. Appication Enabement Services (AE Services). License Director. A Ca Center Eite Mutichanne appication that uses Agent Events, for exampe: Ca Center Eite Mutichanne Desktop appication or appication buit using Deveoper. Interaction Data Server - Voice and Presence. Configuration The ony configuration required is in the Avaya Aura Communication Manager. You must configure a Avaya Communication Manager CTI stations or CTI inks to use the Adjunct Link protoco not the ASAI protoco. In addition, you have to make the foowing configurations: System parameters features Create Universa Ca ID (UCID) UCID Network Node ID: <a number must be entered> Send UCID to ASAI Enabe system parameters customer options ASAI Link Core Capabiities ASAI Link Pus Capabiities Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

176 Chapter 10: Agent Event Notification Computer Teephony Adjunct Links Agent States This option is enabed by a CM License. Operation You do not need to change the operation or configuration of Ca Center Eite Mutichanne appications because they are auto-negotiating. For use in Deveoper, Agent State changes are indicated by the firing of the QueryAgentStateReturn event. This ensures backwards compatibiity and the abiity to operate in both the poing and event modes. Troubeshooting If you are having difficuty enabing Agent Events, foow these steps: 1. Ensure Appication Enabement Services (AES) is running. 2. In the Avaya Communication Manager, type ist crm-features. The CRM Centra coumn shoud indicate a 'y' next to the CTI Link that has Agent Events enabed. This indicates that Avaya AES has negotiated Agent States with the Avaya Communication Manager. If the expected CTI Link does not indicate Agent States has been enabed, contact your Avaya saes representative. 3. Start TS Spy on the PC running the Ca Center Eite Mutichanne appication. 4. In the station the appication is monitoring, change Agent State to AUX Work, ACW etc. If you see 'ReadyEvent', 'WorkNotReadyEvent' or 'NotReadyEvent' in the trace within TS Spy, you are receiving Agent State events from the Avaya Communication Manager to that appication. 5. If you are sti not seeing events from within your Ca Center Eite Mutichanne appication and it is a desktop appication, for exampe: Agent, dia seven 0s into the appication and cick the dia button. This wi dispay a ot of information. It wi aso indicate if the Agent Events chaenge has or has not been competed successfuy. 174 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

177 Appendix A: Desktop configuration fie In Avaya Aura Ca Center Eite Mutichanne Desktop, you cannot configure a the parameters from the Options diaog box. You must configure such parameters either through the configuration fie or through the Configuration server. For more information on configuration Avaya Aura Ca Center Eite Mutichanne Desktop through Configuration Server, see the Avaya Aura Ca Center Eite Mutichanne Configuration Server User Guide. To configure parameters in the configuration fie: 1. In the exporer, browse to the ocation: CCEM_INSTALL_DIR\Avaya\Avaya Aura CC Eite Mutichanne\Desktop\CC Eite Mutichanne Desktop. 2. Open the ASGUIHost.ini fie for editing. Configure the parameters as expained in the foowing tabe. Important:! Important: In the ASGUIHost.ini, you must not change section names or parameter names. You ony change the vaues for the parameters. Fied Description Genera Language The anguage in which the Ca Center Eite Mutichanne Desktop appication is dispayed. The anguage options are: Engish, French, German, Itaian, Spanish, Spanish Coombian, Portuguese, Russian, Korean, Japanese, Traditiona Chinese, and Simpified Chinese. The amount of space on the interface may imit the number of characters you can dispay. Avaya Aura Ca Center Eite Mutichanne provides a custom anguage option that you can use to modify an existing anguage to suit company-specific practices or a oca diaect, or transate a the strings to create an entirey new anguage. By atering the strings, you can customize the names of buttons, abes, tabs, panes, text boxes, menus, instructions, and error messages. To use the custom anguage, you need to create a text fie containing the custom anguage name and your choice of wording. You need to specify this text fie in the configuration. For more information, see Customizing a Language on page 56. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

178 Appendix A: Desktop configuration fie Fied Server Instance ID Minimize to System Tray Window Tite Window Icon Product ID Enabe Options Menu Enabe Side Too Window Description A unique identifier for the server appication, which is created automaticay when it runs for the first time. A vaue that dispays Avaya Aura Ca Center Eite Mutichanne Desktop either in the system tray or on the task bar when you minimize the appication. Defaut: Fase. A tite of the Desktop appication that is dispayed on the tite bar. The fiename and path of the icon, which is dispayed on the Desktop appication tite bar. If you eft this fied bank, Avaya Aura Ca Center Eite Mutichanne Desktop uses the defaut icon fie, which is avaiabe in the current working foder of the appication. A number that identifies the Avaya Aura Ca Center Eite Mutichanne Desktop appication. You must not change the defaut vaue. A vaue that decides whether an agent can access the Options diaog box or not. An administrator can to enabe or disabe the access of the Options diaog box for an agent. Defaut: True. Disabing the access, restricts an agent to modify any appication settings. A vaue that either enabes or disabes siding the too windows. Error Logging 176 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

179 Fied Error Log Leve Error Log Fie Path Error Log Fie Extension Description The vaue that determines how much detaied error information you want to og. In Avaya Aura Ca Center Eite Mutichanne Desktop, foowing og eves are supported: 0=No error ogging takes pace 1=Logs fata, major, minor and trace information 2=Logs fata, major and minor errors 4=Logs fata and major errors 8=Logs fata errors ony. In addition to these existing og eves, you can create a custom og eve for diagnosing the Desktop appication. The custom og eve creates mutipe og fies when the maximum fie size is reached and do not overwrite the earier og fie. You can create the custom og eve by adding 128 to one of the defaut og eves mentioned earier. For exampe, if you specify 129 to Error Log Leve, the new error og fies are created for the Desktop appication, which contains fata, major, minor, and trace error information. Avaya recommends you to use the custom og eve ony for the diagnostic purpose. A path where og fies are saved. By defaut, this fied is eft bank, which automaticay saves the og fies to the current working foder of the Desktop appication. The working foder of the Desktop appication is where the executabe of the appication is stored. An extension added to the fiename of a error og fie. An extension consists of a part of the fie name, which is the name of the appication and the fie type extension, which is.og. When an error og fie is created, the system automaticay precedes the defaut fie extension with a day of the week, in the DDD format. For exampe, MonASGUIHost.Log, if the fie is created on Monday, ThuASGUIHost.Log, if the fie is created on Thursday, and so on. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

180 Appendix A: Desktop configuration fie Fied Description Maximum Error Log Fie Size KB The maximum size of the error og fie. Defaut: KB. The minimum size that you can set is 100 KB. After the og fie reaches to the maximum size imit, it is archived and a new error og fie is created. Each archive stores ony one error og fie. So, when the next error og fie reaches to the maximum size imit, the system overwrites archived fie with this new fie. But, if, you have set the custom error og eve, by adding 128 to the defaut og eve, a new error og fie with a new name is created every time the maximum size imit is reached. Error Log Mode Error Log TTrace Host Error Log TTrace Port Error Log use od Log Format License Director Primary License Director IP Primary License Director Port Secondary License Director IP Secondary License Director Port A vaue that indicate the ogging mode for Desktop. Foowing are the ogging modes: 1 - Enabes Cassic ogging 2 - Enabes TTrace ogging 3 - Enabes both the Cassic and TTrace ogging Defaut vaue is: 1. The host name of the TTrace server. The port number to access the TTrace server. Defaut port is: A vaue that instructs the system to store the og either in the new Avaya Common Logging format or the od ogging format. Defaut vaue is: Fase. The IP address of the primary License Director through which the Desktop appication requests and reeases icenses. The port number of the primary License Director. Defaut: The IP address of the secondary License Director IP through which the Desktop appication requests and reeases icenses. The port number of the secondary License Director. Defaut: Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

181 Fied Connect License Director Enabe Debug Trace Windows Layout Left Position Top Position Window Width Window Height Maximized Layout Fie Foder Description If you are using the icarity Pug-in, set this parameter to True. Otherwise, eave set to Fase. A setting that you can use to debug Ca Center Eite Mutichanne Desktop using toos, such as DebugView. True=enabed, Fase=disabed. A vaue, in pixes that indicates the position of the appication window from the eft side of the screen. The position is automaticay updated in the configuration if you change the position of the window. A vaue, in pixes that indicates the position of the appication window from the top side of the screen. The position is automaticay updated in the configuration if you change the position of the window. A vaue, in pixes that indicates the width of the appication window. The width is automaticay updated in the configuration if you change the width of the window. A vaue, in pixes that indicates the height of the appication window. The height is automaticay updated in the configuration if you change the height of the window. A vaue that if you set to True, opens the Desktop appication window maximized. Setting the vaue Fase, starts the appication window with the specified width and height. The XML fie path that stores information about the ayout of the windows in Desktop. The size and positioning of each window, for exampe: whether it is docked in a fixed position, foating, or dispayed as a tabbed document, is stored in the ASGUIHostLayout_username.xm fie. If you eft this parameter bank, the Desktop appication, by defaut, finds the fie in a foder where the Desktop appication executabe is present. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

182 Appendix A: Desktop configuration fie Fied Description Pug In Assemby List 180 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

183 Fied Description This section ists a the generic pug-ins that are oaded when Desktop starts. Each entry has the format "Friendy name=pug-in section name". The pug-in section name points to (and is the same as) the section in the fie that contains configuration data for that pug-in. For exampe: Auto Text Section = Auto Text CaInfo.A Section = CaInfo.A ;CaInfo.B Section = CaInfo.B ;CaInfo.C Section = CaInfo.C ;CaInfo.D Section = CaInfo.D Cose Suspend Work Item Section = Cose Suspend Work Item Customized Forms Section = Customized Forms Desktop Utiity Section = Desktop Utiity Directory Section = Directory Emai Section = Emai Externa Appication Container Section = Externa Appication Container Externa Appication Execute Section = Externa Appication Execute ;ICarity Section = ICarity IDS View Cient Section = IDS View Cient Media Controer Section = Media Controer Presence Section = Presence Preview Contact Section = Preview Contact Printing Section = Printing Rues = Rues Session Notes Section = Session Notes Simpe Messaging Pugin Section = Simpe Messaging Spe Checker Section = Spe Checker Teephony Section = Teephony User Section = User Voice Section = Voice Waboard = Waboard Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

184 Appendix A: Desktop configuration fie Fied Description Work Item Aert Section = Work Item Aert Work Item History Section = Work Item History Work Item Notes Section = Work Item Notes ;MS CRM Gui Pugin = MS CRM Gui Pugin Work Item Creation Section = Work Item Creation ASTimeInAUXDispay = ASTimeInAUXDispay ASDiaEnhancement = ASDiaEnhancement ASQuickDia = ASQuickDia Contact Management Section = Contact Management Save Cose Document Window Section = Save Cose Document Window ASCustomRuesButtons = ASCustomRuesButtons Htm Editor Provider Section = Htm Editor Provider Tempate Section = Tempate ASCacuator Section = ASCacuatorPugin ASWordCock Section = ASWordCock ASDMCCPugin = ASDMCCPugin ASImageLibraryPugin = ASImageLibraryPugin Dashboard Section = Dashboard Supervisor Section = Supervisor Communicator = ASCommunicator ;RTC Pugin=RTC Pugin ;Python Breakout Section=Python Breakout icarity You can configure a icarity parameters, except the foowing, through the Options diaog box in Desktop. For more information, see icarity on page 51. When you first open ASGUIHost.ini, the icarity Pug-in is disabed by commenting it in the Pug In Assemby List (;icarity Section = icarity). Remove the semicoon to enabe the icarity Pug-in. 182 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

185 Fied Assemby Fie Name Login Automaticay Spe Checker Assemby Fie Name Enabe Error Logging Dictionary Fie Name Description The name of the pug-in fie, which is oaded. If the pug-in is not ocated at the defaut fie path, which is the same foder as the Desktop appication, specify the fie path. For this pug-in, use: ASGUIHICarityPugin.d. A setting that automaticay ogs an agent into the ca server when Desktop starts. The name of the pug-in fie, which is oaded. If the pug-in is not ocated at the defaut fie path, which is the same foder as the Desktop appication, specify the fie path. For this pug-in, use: ASSpeCheckerPugin.d. A setting that enabes the Desktop appication to write pug-in specific error information to the error og fies. True=enabed, Fase=disabed. A path of the dictionary fie that Desktop uses. By defaut, the appication uses the dictionary from the Dict foder within the appication directory. The foowing dictionaries are avaiabe in Desktop: de-de.dic (German) en-au.dic (Austraian Engish) en-ca.dic (Canadian Engish) en-gb.dic (UK Engish) en-us.dic (US Engish) es-es.dic (Spanish Castiian) es-mx.dic (Spanish Coombian) fr-fr.dic (French) it-it.dic (Itaian) pt-br.dic (Portuguese Braziian). Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

186 Appendix A: Desktop configuration fie Fied Description Toobar Position Directory The position of the toobar on the Desktop interface. There are foowing toobar positions: TopFirst. The first toobar from top of the screen TopSecond. The second toobar from top of the screen Bottom. The toobar at the bottom of the screen You can configure a Directory parameters, except the foowing, through the Options diaog box in Desktop. For more information, see Directory on page 36. Assemby Fie Name Enabe Error Logging Coumn Caption Coumn Width Enabe Smart Search Match Rating Work Item History The name of the pug-in fie, which is oaded. If the pug-in is not ocated at the defaut fie path, which is the same foder as the Desktop appication, specify the fie path. For this pug-in, use: ASDirectoryPugin.d. A setting that enabes the Desktop appication to write pug-in specific error information to the error og fies. True=enabed, Fase=disabed. The name of each coumn in the directory. The system dispays the coumn names in the order you specify. Aso, the system saves order in the configuration after the coumn names are adjusted in the appication. The width of each coumn in the directory. The system saves the coumn widths in the configuration after the coumn names are adjusted within the appication. An option that you can set to enabe the Smart Search feature in the Directory window. True=enabed, Fase=disabed. A parameter that contros the matching of the search criteria with the information in the directory. The defaut is Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

187 Fied Description Work Item History pug-in reies on a connection to IDS View Cient to get historica information. Therefore, you must aso configure the [IDS View Cient] section in this fie for this pug-in to work. Assemby Fie Name Retrieve Conversation History Retrieve Interaction History Retrieve History Days Od Aow Search Other Agents Search Agent History Days Od Preview Contact Assemby Fie Name The name of the pug-in fie, which is oaded. If the pug-in is not ocated in the defaut fie path, which is the same foder as the Desktop appication specify the fie path. For this pug-in, use: ASWorkItemHistoryPugin.d. A setting that enabes the Desktop appication to retrieve the conversation history of an agent. True=enabed, Fase=disabed. A setting that enabes the Desktop appication to retrieve the interaction history of an agent. True=enabed, Fase=disabed. A number, in days, that defines how much od work items you want to search on the Customer History tab. The defaut is 30 days. A setting that enabes the Desktop appication to retrieve and dispay the history of work items that another agent has handed. Defaut: Fase. True=enabed, Fase=disabed. A number, in days, that defines how much od work items you want to search on the Agent History tab. Defaut: 1 day. The name of the pug-in fie, which is oaded. If the pug-in is not ocated in the defaut fie path, which is the same foder as the Desktop appication, specify the fie path. For this pug-in, use: ASPreviewContactPugin.d. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

188 Appendix A: Desktop configuration fie Fied Enabe Error Logging Enabe Externa Appication Externa Appication Fie Name XML Fie Name Top Pane Height Aow Vaue Editing Emai Assemby Fie Name Description A setting that enabes the Desktop appication to write pug-in specific error information to the error og fies. True=enabed, Fase=disabed. A setting that enabes the Desktop appication to start an externa appication when preview contact work items are received. True=enabed, Fase=disabed. The fiename and path of the externa appication that you want to start. If you eft this parameter bank, Desktop starts the appication that is defined for the Externa Appication Fie Name in the Externa Appication Execute section of this.ini fie. The XML fiename that Externa Appication Execute Pug-in creates to source work item-reated information to the externa appication. If you eft this bank, Desktop uses the name defined for the XML Fie Name in the Externa Appication Execute section of this.ini fie. By defaut, the XML fie is stored at the path that is defined for the XML Fie Path in the same Externa Appication Execute section. The height of the top pane, in pixes, in a preview contact work item. The top pane contains customer information, whereas the bottom pane contains campaign information. A vaue that if you set to True, aows you to change the data that you previousy saved in the Additiona Information pane of the preview contact work item. The name of the pug-in fie, which is oaded. If the pug-in is not ocated at the defaut fie path, which is the same foder as the Desktop appication, specify the fie path. For this pug-in, use: ASEmaiPugin.d. 186 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

189 Fied Enabe Error Logging Aways Open Attachments Enabe Externa Appication Externa Appication Fie Name XML Fie Name Toobar Position Preferred Character Encoding Description A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. If set to True, this setting prevents the appearance of the diaog box that asks the agent if they want to save an attachment before opening it. A setting that either enabes or disabes the aunching of an externa appication when e-mai work items are received. True=enabed, Fase=disabed. The name and fie path of the externa appication you want to aunch. If eft bank, Ca Center Eite Mutichanne Desktop uses the appication defined by Externa Appication Fie Name in the Externa Appication Execute section of this.ini fie. The name of the XML data fie Externa Appication Execute Pug-in creates to suppy work item-reated information to the externa appication. If you eft this parameter bank, Desktop uses the name defined by XML Fie Name in the Externa Appication Execute section of this.ini fie. By defaut, the XML fie is stored at the ocation defined by XML Fie Path in the Externa Appication Execute section. The position of the toobar on the Desktop interface. There are foowing toobar positions: TopFirst. The first toobar from top of the screen TopSecond. The second toobar from top of the screen Bottom. The toobar at the bottom of the screen The character set e-mai work items attempt to use when a repy is sent to the customer. If the user-entered characters cannot be encoded in the specified encoding, the Emai Media Store may override this setting. The defaut is: us-ascii. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

190 Appendix A: Desktop configuration fie Fied Repy Font Name Repy Font Size Active Window on Work Item Accepted Work Item Notes Assemby Fie Name Enabe Error Logging Enabe Check As Type Voice Description The name of the font name to be used in the repy fied. If the font cannot be found, the defaut system font (typicay Aria) wi be used. The defaut vaue is: Times New Roman. The size of the font, in points, to be used in the repy fied. The defaut vaue is: 12. A setting that automaticay makes an e-mai work item active when the agent answers the ca. True=enabed, Fase=disabed. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASWorkItemNotesPugin.d. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. If set to True, this setting activates the automatic checking of any text typed into the Work Item Notes window. A Voice parameters, except the foowing, are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Voice on page 34. Assemby Fie Name Top Left Width Top Left Height Top Right Width Top Right Height Bottom Left Width The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASGUIHVoicePugin.d. The width, in pixes, of the top eft voice work item. The height, in pixes, of the top eft voice work item. The width, in pixes, of the top right voice work item. The height, in pixes, of the top right voice work item. The width, in pixes, of the bottom eft voice work item. 188 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

191 Fied Bottom Left Height Bottom Right Width Bottom Right Height Maximum Items In Diaed Numbers List Diaed Numbers List Use Inbound UUI On Conference Use Inbound UUI On Transfer Enabe Externa Appication Externa Appication Fie Name XML Fie Name Cear Number On Dia Cose Voice Work Item Window On Ca Dropped CaInfo.A Description The height, in pixes, of the bottom eft voice work item. The width, in pixes, of the bottom right voice work item. The height, in pixes, of the bottom right voice work item. The maximum number of numbers that wi dispay in the drop-down ist of previousy diaed phone numbers. The ist of previousy diaed phone numbers. For exampe: avaya Ca Center Eite Mutichanne Desktop retains the ist for re-use after the appication is cosed. If set to True, this setting ensures any user-to-user information received with a ca is forwarded with the ca if it is conferenced. The defaut is Fase. If set to True, this setting ensures any user-to-user information received with a ca is forwarded with the ca if it is transferred. The defaut is Fase. A setting that either enabes or disabes the aunching of an externa appication when voice work items are received. True=enabed, Fase=disabed. The name and fie path of the externa appication you want to aunch. The name of the XML data fie Externa Appication Execute Pug-in creates to suppy work item-reated information to the externa appication. If set to True, this setting removes the phone number from the Dia text box after a ca has been made. If set to Fase, the number remains in the text box for re-use. If set to True, this setting coses the voice work item as soon as a ca has ended. If set to Fase, the agent has to manuay cose the work item. This parameter ony works when Ca Center Eite Mutichanne Desktop is integrated with Voice Media Store. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

192 Appendix A: Desktop configuration fie Fied Assemby Fie Name Enabe Error Logging Pane Position CaInfo.B Assemby Fie Name Enabe Error Logging Pane Position CaInfo.C Assemby Fie Name Enabe Error Logging Pane Position CaInfo.D Description The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the Ca Center Eite Mutichanne Desktop appication), aso specify the fie path. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. A vaue that determines the position of this pug-in within the four-item grid. The defaut is 1, which positions the item in the top eft of the grid. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the Ca Center Eite Mutichanne Desktop appication), aso specify the fie path. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. A vaue that determines the position of this pug-in within the four-item grid. The defaut is 2, which positions the item in the top right of the grid. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the Ca Center Eite Mutichanne Desktop appication), aso specify the fie path. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. A vaue that determines the position of this pug-in within the four-item grid. The defaut is 3, which positions the item in the bottom eft of the grid. 190 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

193 Fied Assemby Fie Name Enabe Error Logging Pane Position Work Item Aert Assemby Fie Name Enabe Error Logging Dispay Seconds Dispay When Host Visibe Dispay When Host Invisibe Description The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the Ca Center Eite Mutichanne Desktop appication), aso specify the fie path. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. A vaue that determines the position of this pug-in within the four-item grid. The defaut is 4, which positions the item in the bottom right of the grid. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASWorkItemAertPugin.d. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. The ength of time, in seconds, the aert wi dispay, informing the agent of an incoming work item. A parameter that aows you to set the aert behavior if Ca Center Eite Mutichanne Desktop is visibe on the agent's screen. True = If Ca Center Eite Mutichanne Desktop is visibe, the aert wi dispay. Fase = If Ca Center Eite Mutichanne Desktop is visibe, the aert wi not dispay. A parameter that aows you to set the aert behavior if Ca Center Eite Mutichanne Desktop is not visibe on the agent's screen. True = If Ca Center Eite Mutichanne Desktop is not visibe, the aert wi dispay. Fase = If Ca Center Eite Mutichanne Desktop is not visibe, the aert wi not dispay. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

194 Appendix A: Desktop configuration fie Fied Left Position Top Position Enabe Aert Aert Fie Teephony Description The distance, in pixes, of the appication from the eft side of the screen at startup. The distance is automaticay saved in the configuration after it is adjusted within the appication. The distance, in pixes, of the appication from the top of the screen at startup. The distance is automaticay saved in the configuration after it is adjusted within the appication. A setting that aows you to add a sound to the visua aert. If set to True, the.wav fie specified in the Aert Fie parameter is used. True=enabed, Fase=disabed. The name of the pug-in fie to be oaded: Notify.wav. If the pug-in is not ocated in the defaut fie path (the same foder as the Ca Center Eite Mutichanne Desktop appication), aso specify the fie path. A Teephony parameters, except the foowing, are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Teephony on page 30. Assemby Fie Name Fire Ca Ceared Event For Transfer Fire Ca Ceared Event For Conference User The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASGUIHTeephonyPugin.d. If set to True, this setting fires the Ca Ceared event to the Rues Pug-in when a ca is transferred. This event can then be used to create customized rues. The defaut is Fase. If set to True, this setting fires the Ca Ceared event to the Rues Pug-in when a ca is conferenced. This event can then be used to create customized rues. The defaut is Fase. A User parameters, except the foowing, are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see User on page Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

195 Fied Assemby Fie Name Defaut Logout Reason Code Defaut AUX Reason Code Agent ID History Media Controer Description The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASGUIHUserPugin.d. The reason code that wi be seected by defaut when the agent ogs out. The reason code that wi be seected by defaut when the agent changes to Auxiiary mode. A ist of the ogin IDs used by agents using Ca Center Eite Mutichanne Desktop on this machine. The ist foows the foowing format: A Media Controer parameters, except the foowing, are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Media Director on page 27. Assemby Fie Name Enabe Error Logging Media Store List Mutimedia icense The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASMediaControer.d. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. This parameter aows Ca Center Eite Mutichanne Desktop to connect directy to one or more media stores without connecting to Media Director and therefore without consuming a Ca Center Eite Mutichanne It aows the user to retrieve work items from the Work Item History database without a icense. Media stores are separated in the ist by semi-coons. The ist must foow the format: Media Store List=MediaType1 ServerIntanceID1 RemotingURL1;Medi atype2 ServerIntanceID2 RemotingURL2. For exampe: Media Store List=1 aaaa db-4a2a-a21b-aa7647cbf3f4 gtcp:// Test11:29097/EmaiMediaStore.rem. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

196 Appendix A: Desktop configuration fie Fied Description Simpe Messaging Assemby Fie Name Enabe Error Logging Active Window on Work Item Accepted Enabe Externa Appication Externa Appication Fie Name XML Fie Name Cose Simpe Message Window Interva Seconds Enabe Check As Type The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASSimpeMessagingPugin.d. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. A setting that automaticay makes a simpe messaging work item active when the agent answers the ca. True=enabed, Fase=disabed. A setting that either enabes or disabes the aunching of an externa appication when simpe messaging work items are received. True=enabed, Fase=disabed. The name and fie path of the externa appication you want to aunch. If eft bank, Ca Center Eite Mutichanne Desktop uses the appication defined by Externa Appication Fie Name in the Externa Appication Execute section of this.ini fie. The name of the XML data fie Externa Appication Execute Pug-in creates to suppy work item-reated information to the externa appication. If eft bank, Ca Center Eite Mutichanne Desktop uses the name defined by XML Fie Name in the Externa Appication Execute section of this.ini fie. By defaut, the XML fie is stored using the path defined by XML Fie Path in the same Externa Appication Execute section. The ength of time, in seconds, a simpe messaging work item wi stay open after a customer has ended the conversation from their simpe message interface (for exampe: MSN Messenger). If set to '0', the work item wi not cose unti the agent manuay coses it. A setting that forces Ca Center Eite Mutichanne Desktop to automaticay check the speing of words as you type them inside simpe messaging work items. True=enabed, Fase=disabed. 194 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

197 Fied Description Externa Appication Container Assemby Fie Name Externa Appication Sections Incoming Ca Defaut Appication Section Externa Appication 1 and Externa Appication 2 Externa Appication Name Externa Appication Command Line Tite Text Dispay Deay Interva Seconds Aow To Cose The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASExternaAppicationContainer.d. A ist of section names within this fie that contain configuration settings to start externa appications. Section names must be separated by commas. For exampe: Externa Appication Sections=Externa Appication 1,Externa Appication 2 You can set this parameter to specify which externa appication you want to open when there is an incoming ca whose DistributingVDN parameter does not match with any of the vaues specified in the Incoming Ca VDN List parameters. To specify the externa appication, state the name of the section containing its configuration settings. For exampe, Incoming Ca Defaut Appication Section=Externa Appication 1. The name of the externa appication you want to dispay within Ca Center Eite Mutichanne Desktop. If you do not want to dispay an externa appication, eave this parameter bank. The command ine Ca Center Eite Mutichanne Desktop wi use to start the externa appication. The text that dispays in the window's tab (if using a document window) or tite bar (if using a too window). The ength of time, in seconds, it wi take from the time the externa appication starts to the time it dispays within Ca Center Eite Mutichanne Desktop. The deay gives your externa appication enough time to fuy dispay before it changes its parent window to Ca Center Eite Mutichanne Desktop. A vaue that enabes the user to cose the externa appication. True=enabed, Fase=disabed. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

198 Appendix A: Desktop configuration fie Fied Dispay In Too Window Aow Too Window To Dock Left Aow Too Window To Dock Bottom Aow Too Window To Dock Right Aow Too Window To Dock Top Launch Appication When Host Started Incoming Ca VDN List Icon Fie Fu Path Description A vaue that determines if Ca Center Eite Mutichanne Desktop dispays the externa appication within a too window (fexibe window that can move around the screen) or a document window (fixed window that cannot be moved). True=appication appears in a too window, Fase=appication appears in a document window. If the Dispay In Too Window parameter is enabed, this vaue, if set to True, aows you to dock the externa appication at the eft of the screen. If the Dispay In Too Window parameter is enabed, this vaue, if set to True, aows you to dock the externa appication at the bottom of the screen. If the Dispay In Too Window parameter is enabed, this vaue, if set to True, aows you to dock the externa appication at the right of the screen. If the Dispay In Too Window parameter is enabed, this vaue, if set to True, aows you to dock the externa appication at the top of the screen. If set to True, the externa appication wi be aunched in a window within Ca Center Eite Mutichanne Desktop when it is started. A comma-separated ist of VDN extensions that wi trigger this externa appication to start. If an agent receives an incoming ca and the DistributingVDN parameter of the ca deivered event matches one of the VDNs in the ist, the window associated with this appication wi open. For exampe: Incoming Ca VDN List=8542,8653. The name and fie path to the icon that dispays on the appication tite bar. If eft bank, Ca Center Eite Mutichanne Desktop automaticay uses a defaut icon ocated in the appication's current working foder: ExternaApp.ICO 196 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

199 Fied Too Window Key Focus Appication When Window Seected Auto Text Description If the externa appication is set to appear in a too window (Dispay In Too Window is True), this setting records the window's position when Ca Center Eite Mutichanne Desktop coses and dispays it in the same position when the appication restarts. If the externa appication is set to appear in a document window (Dispay In Too Window is Fase) and this parameter is set to True, the externa appication is brought into focus (that means its toobars and menus are immediatey usabe) when its window tab is cicked. If set to Fase, the user needs to manuay cick inside the appication window to enabe its functionaity. The defaut is Fase. The pug-in specified in this section (ASAutoTextPugin.d) contros the activation of both the AutoText and Work Codes functionaity within Ca Center Eite Mutichanne Desktop. Assemby Fie Name AutoText Toobar Position Work Codes Toobar Position The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASAutoTextPugin.d. The position of the AutoText toobar on the Desktop interface. There are foowing toobar positions: TopFirst. The first toobar from top of the screen TopSecond. The second toobar from top of the screen Bottom. The toobar at the bottom of the screen The position of the Work Codes toobar on the Desktop interface. There are foowing toobar positions: TopFirst. The first toobar from top of the screen TopSecond. The second toobar from top of the screen Bottom. The toobar at the bottom of the screen Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

200 Appendix A: Desktop configuration fie Fied Description Voice Work Code Fie Name Enabe Auto Text Preview Auto Text Preview Deay Seconds Printing Assemby Fie Name Toobar Position Externa Appication Execute The fu path (incuding fie name) to the.txt or.csv fie AutoText Pug-in uses to generate work codes for voice work items. If set to True, the agent wi be abe to preview the vaues assigned to a auto text and work code keys. If auto text previewing is enabed, this parameter contros how ong, in seconds, the agent must hover their mouse over the key before the vaue assigned to it can be viewed. The minimum ength of time you can specify is 2 seconds. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASPrintingPugin.d. The position of the toobar on the Desktop interface. There are foowing toobar positions: TopFirst. The first toobar from top of the screen TopSecond. The second toobar from top of the screen Bottom. The toobar at the bottom of the screen This pug-in aows you to transfer information from an incoming work item to another appication. It copies information from the incoming work item and stores it in an XML fie which is then sourced by the externa appication. The appication aunches independenty of the Ca Center Eite Mutichanne Desktop interface. Assemby Fie Name Enabe Error Logging Enabe Externa Appication The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASExternaAppicationExecutePugin.d. A setting that aows you to write pug-in specific error information to the appication's error og fies. True=enabed, Fase=disabed. A setting that either enabes or disabes the aunching of an externa appication when work items are received. True=enabed, Fase=disabed. 198 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

201 Fied Externa Appication Fie Name XML Fie Name XML Fie Path Deete XML Fies On Exit Session Notes Description The name and fie path of the externa appication you want to aunch. The defaut is: Notepad.exe. If a different externa appication is configured to aunch for a specific work item type (see Externa Appication Fie Name within the Simpe Messaging, Emai and Preview Contact sections of this ini fie), the appication you specify here is ignored for that work item type. The name of the XML data fie Externa Appication Execute Pug-in creates to suppy work item-reated information to the externa appication. If a different XML fie name is configured for a specific work item type (see XML Fie Name within the Simpe Messaging, Emai and Preview Contact sections of this ini fie), the name you specify here is ignored for that work item type. The fu path to where the XML fie is stored by the Externa Appication Execute Pug-in and sourced by the externa appication. The defaut is: C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\Desktop\CC Eite Mutichanne Desktop\WorkItemXML. A setting that forces the Externa Appication Execute Pug-in to deete the XML fie when Ca Center Eite Mutichanne Desktop coses. True=enabed, Fase=disabed. A Session Notes parameters are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Session Notes on page 29. Assemby Fie Name Presence The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASSessionNotesPugin.d. A Presence parameters are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Presence on page 28. Presence pug-in reies on a connection to IDS View Cient to source information on station activity. Therefore, for this pug-in to work, you must aso configure the [IDS View Cient] section of this fie. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

202 Appendix A: Desktop configuration fie Fied Assemby Fie Name Cose Suspend Work Item Assemby Fie Name Toobar Position IDS View Cient Description The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASPresencePugin.d. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASWorkItemCoseSuspendPugin.d. The position of the toobar on the Desktop interface. There are foowing toobar positions: TopFirst. The first toobar from top of the screen TopSecond. The second toobar from top of the screen Bottom. The toobar at the bottom of the screen A IDS View Cient parameters, except the foowing, are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see IDS View Cient on page 35. Assemby Fie Name Server Instance ID Rues Assemby Fie Name Rues Engine Fie Name The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASGUIHIDSViewCientPugin.d. A unique identifier for the server appication, which is created automaticay when it runs for the first time. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASRuesPugin.d. The fie path to the Rues Engine. By defaut, it searches for the contro in the working foder of the Ca Center Eite Mutichanne Desktop appication. \ASGRues.d. 200 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

203 Fied Show Rues Option On Toos Menu Desktop Utiity Assemby Fie Name Waboard Description When set to Fase, the Rues interface option is not avaiabe via the Toos menu. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASDesktopUtiityPugin.d. A Waboard parameters are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Waboard on page 42. Waboard pug-in reies on a connection to IDS View Cient to source statistica information. Therefore, for this pug-in to work, you must aso configure the [IDS View Cient] section of this fie. Assemby Fie Name GN8120 Headset Assemby Fie Name Customized Forms The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASWaboardPugin.d. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASGN8120HeadSetPugin.d. This pug-in aows you to add one or more additiona work forms to mutimedia work items. These work forms, which are accessed via additiona tabs on the side of a work item, are created via Ca Center Eite Mutichanne Contro Pane. For more information, see Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. Assemby Fie Name The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASCustomizedFormsPugin.d. Work Item Creation These pug-in parameters are reserved for future use. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

204 Appendix A: Desktop configuration fie Fied Assemby Fie Name New Work Item Toobar Position Description The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASWorkItemCreation.d. Reserved for future use. ASTimeInAUXDispay This pug-in adds a time counter to Ca Center Eite Mutichanne Desktop's status bar that dispays how ong the agent spends in any of the three work modes: Auxiiary, Avaiabe and After Ca Work. When the agent changes mode, the counter resets. Assemby Fie Name The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASTimeInAUXDispay.d. ASDiaEnhancement A Enhanced Dia parameters are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Enhanced Dia on page 37. Assemby Fie Name ASQuickDia The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASDiaEnhancement.d. A Quick Dia parameters are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Quick Dia on page 37. Assemby Fie Name Contact Management Assemby Fie Name The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASQuickDia.d. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASContactManagementPugin.d. 202 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

205 Fied User Defined Fieds Group Text User Defined Fied Seector Visibe 1 User Defined Fied Seector Visibe 2 User Defined Fied Seector Visibe 3 User Defined Fied Seector Visibe 4 User Defined Fied Seector Visibe 5 User Defined Fied Seector Visibe 6 User Defined Fied Seector Visibe 7 User Defined Fied Text 1 User Defined Fied Text 2 User Defined Fied Text 3 User Defined Fied Text 4 User Defined Fied Text 5 Description The text you want to appear as the heading for your customized section of contact fieds. If set to True, the agent wi be abe to use a drop-down ist to assign this fied another fied name. If set to Fase, the drop-down option does not dispay. If set to True, the agent wi be abe to use a drop-down ist to assign this fied another fied name. If set to Fase, the drop-down option does not dispay. If set to True, the agent wi be abe to use a drop-down ist to assign this fied another fied name. If set to Fase, the drop-down option does not dispay. If set to True, the agent wi be abe to use a drop-down ist to assign this fied another fied name. If set to Fase, the drop-down option does not dispay. If set to True, the agent wi be abe to use a drop-down ist to assign this fied another fied name. If set to Fase, the drop-down option does not dispay. If set to True, the agent wi be abe to use a drop-down ist to assign this fied another fied name. If set to Fase, the drop-down option does not dispay. If set to True, the agent wi be abe to use a drop-down ist to assign this fied another fied name. If set to Fase, the drop-down option does not dispay. The name you want to give your first customized contact fied. The name you want to give your second customized contact fied. The name you want to give your third customized contact fied. The name you want to give your fourth customized contact fied. The name you want to give your fifth customized contact fied. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

206 Appendix A: Desktop configuration fie Fied User Defined Fied Text 6 User Defined Fied Text 7 Save Cose Document Window Assemby Fie Name Python Breakout Description The name you want to give your sixth customized contact fied. The name you want to give your seventh customized contact fied. The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASSaveCosePugin.d. A Python Breakout parameters, except the foowing, are configured through Ca Center Eite Mutichanne Desktop's interface. For more information, see Integrate IronPython Script on page 62. Assemby Fie Name Python Library Path Show IronPython Option On Toos Menu ASCustomRuesButtons The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASPythonBreakoutPugin.d The path to Python ibrary routines. If you seected a non-defaut path to insta Python, repace this parameter's defaut vaue, c:\python24\ib, with the path to the ibrary fies of your Python instaation. A setting that determines whether or not Python Breakout integration is part of the Ca Center Eite Mutichanne Desktop Toos menu. A Custom Buttons parameters are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Custom Buttons on page 38. Assemby Fie Name MS CRM GUI Pugin The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASCustomRuesButtons.d. 204 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

207 Fied Description A MS CRM GUI Pug-in parameters are configured through Ca Center Eite Mutichanne Desktop's Options diaog box. For more information, see Microsoft CRM on page 53. Assemby Fie Name The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASMSCRMGuiPugin.d. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

208 Appendix A: Desktop configuration fie 206 Ca Center Eite Mutichanne Instaation Guide Comments? March 2013

209 Appendix B: Command Line Parameters Command Line Parameters Appications that use Configuration Cient (Desktop, Contro Pane, Reporting) can be instaed using command ine parameters that dictate where Configuration Cient wi retrieve the appication's configuration data. The three possibe configuration data sources are the: Configuration Server Loca configuration fie System registry The appication passes the information taken from the command ine directy into the contro. If a parameter exists in the command ine, its vaue overrides information set within the container appication. If a command ine contains mutipe entries for the same parameter, ony the first instance is used. The command ine can contain the foowing command ine parameters: Appication Name /z Appication Name is the name of the appication (as configured in Configuration Server), which Configuration Cient requests configuration information for. Primary Server Name /s Primary Server Name is the name of the primary Configuration Server that Configuration Cient connects to for configuration information. This vaue can be the name of the server or the IP address of the server. Aternativey, if you want to retrieve configuration information from the system registry, Server Name can be set to: HKEY_LOCAL_MACHINE. Configuration Cient retrieves information from the oca machine system registry. HKEY_CURRENT_USER. Configuration Cient retrieves information from the oca user system registry. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

210 Appendix B: Command Line Parameters Primary Server Port /p Primary Server Port is the primary TCP/IP port used for communication between the Configuration Server and the Configuration Cient. When absent from the command ine, the prescribed defaut, 29091, is used. The Server Port parameter enabes you to override the defaut port. Secondary Server Name /s2 Secondary Server Name is the name of the backup Configuration Server that Configuration Cient connects to for configuration information. This vaue can be the name of the server or the IP address of the server. Secondary Server Port /p2 Secondary Server Port is the backup TCP/IP port used for communication between the Configuration Server and the Configuration Cient. Configuration Fiter /a Configuration Fiter is a compusory parameter if you want to source configuration information from the Configuration Server. A configuration fiter is a name/vaue pair (or a combination of name/vaue pairs) that aows a user and their appication's configuration profie to be identified and retrieved from the Configuration Server database. A configuration fiter is defined in the command ine using a name=vaue format. Pairs are separated by semicoons: Name1=Vaue1;Name2=Vaue2 Your command ine can contain M=%%M or U=%%U, which are optiona fiters buit into Configuration Server. When Configuration Cient recognizes this text, it repaces %%M with the name of the system running the appication and %%U with the user's network ogin name. As ong as the user is in the database, these base fiters are sufficient to ocate their data. M (Machine Name) and U (User Network Login Name) are not compusory fiters, in fact any other fiter may be designed and added to a database to ocate the user. For exampe a fiter named Pswd coud be set up with the user's password as the vaue. Configuration Fiter is not required when deaing with the system registry or oca configuration fie. 208 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

211 Command Line Parameters Fie Name /f Fie Name is the name of the oca fie that contains configuration information. If a fu fie path is specified, Configuration Cient points directy to the fie. If ony the fie name is specified, Configuration Cient ooks for the fie in the defaut directory in which the appication is running. The Fie Name and Server Name command ine parameters are not mutuay excusive. If both are found in the command ine, the Server Name takes precedence. If the server cannot be contacted, Configuration Cient attempts to extract information from the specified configuration fie. Logging State /t Error ogging for Configuration Cient can be enabed by setting the Logging State parameter to true (/t True). Logged errors are sent to a fie in the appication's directory under the name 'ConfigErrorLog.txt'. When the Logging State parameter is absent from the command ine, error ogging is disabed. Password Encryption /pwd The automatic encryption on data associated with configuration parameter names that contain the (case insensitive) strings Password or Passwd can be turned off by setting the Password Encryption parameter to fase (/pwd fase). In this case, configuration data must be expicity encrypted by the user inserting %%ENCRYPT commands. The /pwd parameter must be owercase. Command Line Format Command ines must foow a set format, using spaces and quotation marks ony where shown. Parameters are set in their own quotation marks and are preceded by the /z argument, which modifies the shortcut. Here are some exampes: "C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\Desktop\CC Eite Mutichanne Desktop\ASGUIHost.exe" /z CC Eite Mutichanne Desktop /s /p 29091/a M=%%M The /z argument (as opposed to the Appication Name /z parameter) is ony present in command ines used during instaation. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

212 Appendix B: Command Line Parameters Configuration Commands %%ENCRYPT and %%ENCRYPTED The %%ENCRYPT command can be incuded as part of any configuration data vaue. %%ENCRYPT assumes the data foowing it is norma, non-encrypted text. This data wi be automaticay encrypted on the writing of the configuration data and the command wi be changed to %%ENCRYPTED. For exampe: Parameter = %%ENCRYPT("security-sensitive data") This is immediatey written back to the source as: Parameter = %%ENCRYPTED("2D93DB9A3F A9280E691D4009E5E152AED457324CE05C825 C8DB490F28472EE55CF4334D4B63F03DE4ECAE26CE5") Data can be entered as above in any configuration source (ini fie, registry or Configuration Server). The %%ENCRYPTED command indicates the data is aready encrypted and wi be decrypted as needed by the Ca Center Eite Mutichanne appication. However, it wi aways remain encrypted in the configuration fie. By defaut Configuration Cient wi automaticay insert and use the %%ENCRYPT command on the data associated with a configuration names that contain the (case insensitive) strings Password or Passwd. This defaut behavior can be turned off by a command ine (/PWD) parameter, in which case a sensitive configuration data must be expicity encrypted by the user inserting %%ENCRYPT commands. If a parameter string contains a password, encrypt the entire string. For exampe: Connection String = %%ENCRYPT("Provider=SQLOLEDB.1;Password=;Persist Security Info=True;User ID=ActiveContactManager;Initia Cataog=ActiveContact;Data Source=ServerName") Specify Configuration Server as Data Source during Instaation Use this procedure to insta a desktop appication and to specify that configuration information shoud be sourced from the Configuration Server. 210 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

213 Specify.ini on Shared Network as Data Source during Instaation The command ine functionaity used in this procedure is ony avaiabe for appication's that use Configuration Cient (Desktop, Contro Pane, Reporting). This procedure is aso usefu if you want to specify configuration fiters other than %%M and %%U. 1. Cose any appications you have open. 2. Run Setup.exe in the command ine with the /z argument and specify the ocation of your configuration data. This exampe wi retrieve configuration data from the Configuration Server based on the oca system name. The server has the IP address "C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\ Desktop\CC Eite Mutichanne Desktop\ASGUIHost.exe" /z CC Eite Mutichanne Desktop /s /p 29091/a M=%%M You must foow the same command ine format, using spaces and quotation marks ony where shown. This exampe wi retrieve configuration data from the Configuration Server based on the user network ogin name: "C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\ Desktop\CC Eite Mutichanne Desktop\ASGUIHost.exe" /z CC Eite Mutichanne Desktop /s /p 29091/a U=%%U This exampe wi retrieve configuration data from the Configuration Server (named Mickey) on the TCP/IP port number using the configuration fiter Machine01: "C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\ Desktop\CC Eite Mutichanne Desktop\ASGUIHost.exe" /z CC Eite Mutichanne Desktop /s /p 29091/a M=%%M 3. Foow the instaation procedure instructed by the appication's InstaShied. Specify.ini on Shared Network as Data Source during Instaation Use this procedure to insta a desktop appication and to specify that configuration information shoud be sourced from an.ini fie on a shared server. The foowing command ine functionaity is ony avaiabe for appication's that use Configuration Cient (Desktop, Contro Pane, Reporting). 1. Cose any appications you have open. Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March

214 Appendix B: Command Line Parameters 2. Run Setup.exe in the command ine with the /z argument and specify the ocation of your configuration data. This exampe wi retrieve configuration data from a shared network (S). "C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\ Desktop\CC Eite Mutichanne Desktop\ASGUIHost.exe" /z CC Eite Mutichanne Desktop /s /p 29091/a M=%%M You must foow the same command ine format, using spaces and quotation marks ony where shown. If you pan to store ini fies for severa users in the same network foder, name the fie for identification, for exampe, ASGUIHost_TS.ini. 3. Foow the instaation procedure instructed by the appication's InstaShied. Change Data Source from.ini to Configuration Server Use this procedure if you have aready instaed an appication and woud ike to instruct it to retrieve its configuration data from the Configuration Server (rather than the.ini fie which it uses by defaut). This procedure is particuary usefu if Agent is sourcing its configuration data from Configuration Server and you want Agent Administrator to point to the same data ocation. This ensures any configuration changes made via Agent Administrator are saved to Configuration Server and not the oca.ini fie. This is particuary important in contact centers where agent's maintain their own persona phonebook. 212 Ca Center Eite Mutichanne Instaation Guide Comments? infodev@avaya.com March 2013

215 Change Data Source from.ini to Configuration Server 1. Right-cick the CC Eite Mutichanne Desktop shortcut and seect Properties. 2. In the Target text box, add the command ine detais of your Configuration Server. This exampe retrieves configuration data from the Configuration Server based on the oca system name. The server has the IP address "C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\ Desktop\CC Eite Mutichanne Desktop\ASGUIHost.exe" /z CC Eite Mutichanne Desktop /s /p 29091/a M=%%M. You must foow the same command ine format, using spaces and quotation marks ony where shown. This exampe retrieves configuration data from the Configuration Server based on the user network ogin name. "C:\Program Fies\Avaya\Avaya Aura CC Eite Mutichanne\ Desktop\CC Eite Mutichanne Desktop\ASGUIHost.exe" /z CC Eite Mutichanne Desktop /s /p 29091/a U=%%U Ca Center Eite Mutichanne Instaation Guide Comments? March