CallAnalyst. Installation and Configuration Guide

Transcription

1 CallAnalyst and Configuration Guide

2 and Configuration Guide Contents Product Overview... 1 Benefits... 1 Architecture... 2 Before You Begin... 3 System Requirements... 3 Connecting your Phone System to the UX5000 CallAnalyst... 4 Installing UX5000 CallAnalyst... 5 Installing the UX5000 CallAnalyst Server... 6 Installing Web Reports Prerequisite Installing CallAlert! Installing Remote Site Software Installing the Network Client Utility Configuring the Multi Site Configurator Configuring Multi Site Configurator Configuring UX5000 CallAnalyst Database Configuring Administrator s Configuring the Archive and Restore Directory Configuring the Remote Site Software Configuring Service Parameters O&M Connection Set Up Monitoring Site Performance Managing Users Uninstalling UX5000 CallAnalyst Components Uninstalling UX5000 CallAnalyst Server NEC, Inc. i

3 and Configuration Guide Uninstalling Web Reports Uninstalling CallAlert! Uninstalling Remote Site Software Troubleshoot Errors Appendix A Configuring and Testing the Serial Port To configure and test the serial port: Guided Process Manual Testing NEC, Inc. ii

4 Product Overview UX5000 CallAnalyst is the industry s fastest growing call tracking and management solution for small to mid-sized businesses. This award-winning application quickly generates detailed or summary call reports on local and long distance phone use. Powerful and simple to use, UX5000 CallAnalyst lets you measure productivity, manage costs, monitor fraud calls and create billings. Compatible with most IP or traditional phone switches, UX5000 CallAnalyst brings enterpriselevel functionality to growing organizations for a fraction of the typical cost. Benefits Quickly monitor agent productivity and make adjustments as needed to increase profitability. Automatically daily call reports to representatives so that they can immediately measure their performance against department goals. Tracks inbound and outbound calls in real time and identify incoming callers using VoIP or traditional phone lines. A simple point and click shows detailed or summary information of reports including call traffic by date/time, agent and workgroup, type and carrier, VoIP and web call, as well as dropped calls. Detects fraudulent phone activity. Tracks questionable inbound and outbound calls, helping you to quickly detect problems and avert risks. Bill the calls your client should pay for with flexible billing reports that quickly calculate usage and cost by client, tenant and partner. Run only one report to generate a bill or invoice. Schedule reports to run over a 24-hour period accommodating overnight shifts. Automatically reports to managers for immediate response to call volume changes. NEC, Inc. 1

5 Architecture Figure 1- Architecture of UX5000 CallAnalyst The diagram above illustrates how the UX5000 CallAnalyst is connected to different phone systems in local and remote locations via Serial Port or TCP/IP Port or other data sources (such as External DB, Web URL or log files). It also illustrates how the CallAlert! client and the UX5000 CallAnalyst Network Client are connected to the UX5000 CallAnalyst Server. A major advantage of UX5000 CallAnalyst is the centrally located numerous Call Data Managers (CDM) within the UX5000 CallAnalyst Server. They retrieve all the call data records from the local as well as remote locations and store them in the UX5000 CallAnalyst database. This means that a maximum number (currently 99) of phone systems (switches) can be connected to the UX5000 CallAnalyst Server using Call Data Managers. Thus, it helps you to generate various call reports from multiple sites. NEC, Inc. 2

6 Before You Begin This chapter includes information to help you prepare to install UX5000 CallAnalyst. Ensure that the following hardware and software requirements are met before you proceed to install the UX5000 CallAnalyst. System Requirements Server Side Requirements Hardware: Pentium IV with 512 MB RAM 1 GB of free hard disk space VGA monitor 800 X 600 (recommended SVGA monitor 1024X 768 resolution) Network Interface card (NIC) CD-ROM drive (if using CD for installation) Serial port and RS-232 cable (if data source is a serial connection to PBX) Printer if you want to print reports Operating Systems supported: Windows 2000 Professional with SP 4, Windows XP Professional with SP 2 or Windows 2003 Server with SP 2, Windows Vista Business Edition Software: Database Server Microsoft SQL Server 2005 Microsoft SQL Server Express 2005 (SP2 or later service pack required) MS-SQL Server 2000 (SP 4 or later service pack required) MSDE NOTE: Microsoft does not recommend or support MSDE on Vista platforms Microsoft Internet Explorer version 6.0 or above Internet Information Services (IIS). If you intend to install Web Reports. Client Side Requirements Hardware: Pentium III with 256 MB RAM Minimum of 500 MB space available on the hard disk Network card, Serial port & RS-232 cable (if data source is a serial connection to PBX) CD-ROM Operating Systems supported: Microsoft Vista Business Edition, Microsoft XP (SP2 or later service pack required), Microsoft 2003 Server (SP2 or later service pack required), Microsoft 2000 Professional (SP4 or later service pack required) Software: Microsoft Internet Explorer version 6.0 or above NEC, Inc. 3

7 Connecting your Phone System to the UX5000 CallAnalyst Most phone systems provide detailed outside call records of system telephone usage to support cost control by identifying telephone users, trunk usage, and digits dialed via a Station Message Detail Records (SMDR) port. SMDR enables connection of UX5000 CallAnalyst to audit local and long distance telephone bills along with many listed features. The Call Data Manager (CDM) application is the communication program that UX5000 CallAnalyst uses to collect the call records sent from the serial port or the TCP/IP. NOTE: To retrieve call records via TCP/IP ports a device such as Lantronix can be used to convert serial to TCP, such devices must be provided/configured separately. UX5000 CallAnalyst Server requires that the following be set in order for the CDM to collect the information correctly. Enable Line Feed Control for each call record Enable Carriage Return for each call record You are now ready to install! NEC, Inc. 4

8 Installing UX5000 CallAnalyst This section includes the information you need to install UX5000 CallAnalyst. NOTE: You must uninstall any previous version of UX5000 CallAnalyst installed on your system. It is recommended that you close all the programs running on Windows before you begin the installation. Two types of installations are available in the UX5000 CallAnalyst installation pack: Server Components: This installation type allows you to install: UX5000 CallAnalyst Server: One set of UX5000 CallAnalyst data collection, reporting, automation components and tools Web Reports: A utility used for viewing UX5000 CallAnalyst reports using a web browser CallAlert!: Helps you monitor phone abuse and can be installed on any client PC over a TCP/IP network Remote Site Software: A utility program to stream CDR data from a serial source to UX5000 CallAnalyst over the LAN Network Client: This application allows you to access UX5000 CallAnalyst from any PC on the network. The UX5000 CallAnalyst Installer pack also contains other third party software such as: SQL Express 2005 Adobe Acrobat Reader 5.0.Net Framework 2.0 ChartFX Full version for charts view using the Web Reports option in a browser such as Internet Explorer. The serial number for Chart FX 6.0 is delivered to you via a confirmation when you requested for a copy. You can contact Software FX, Inc by at [email protected] to obtain serial number. Proof of purchase may be required. NEC, Inc. 5

9 Installing the UX5000 CallAnalyst Server To install: 1. Insert the CD into the CD ROM. 2. Double-click UX5000_CallAnalyst_Setup.exe Or Start/Run the NEC>UX CallAnalyst installation from the NEC installer. The UX CallAnalyst splash screen appears. 3. Click Next. Figure 2- UX CallAnalyst Splash screen The UX5000 CallAnalyst Type window appears. NEC, Inc. 6

10 Figure 3- UX5000 CallAnalyst Type 4. In the Type window, select the Server Components radio button to install the UX5000 CallAnalyst Server Components. Click Next. The UX5000 CallAnalyst Select Path window appears. NOTE: To install the Network Client application, see Installing the Network Client Utility Figure 4: UX5000 CallAnalyst Path NEC, Inc. 7

11 5. Select the desired installation path by clicking on Browse and click Next. Figure 5: Select server component 6. Select the components you wish to install by selecting the respective check boxes. Figure 6: Selected server components 7. Click Next. The Checking Prerequisites window appears. NOTE: If you have selected Network Client installation type then the Checking Prerequisites screen will not appear. NEC, Inc. 8

12 Figure 7: Checking prerequisites 8. If the prerequisites are not found installed on your system Not Installed appears in the Status column. These prerequisites are available in the installation package and can be downloaded from the Web. The Status column in Checking Prerequisites screen shows Installed if all the prerequisites are installed. 9. Select the Install MS SQL Express 2005 radio button if you do not want to use the SQL server that you may have on your network. Or Select the Use an existing SQL DB Server if you want to use the SQL server that you have on your network. 10. Click Install to install the prerequisite applications. (Clicking on Install will install the necessary prerequisites first and then continues to install the selected components). Required Prerequisites will be installed for the selected components. NOTE: During SQL Express 2005 installation, select Mixed mode Authentication when prompted. After installation of SQL Express 2005, SQL Express Service Pack 2 will be installed by opening and running the executable SQLServer2005SP2-KB x86-ENU. A window showing the status of installation of the database set up appears. Figure 8: Installing SQL Express server 11. If you select Use an existing SQL DB Server option during installation and if a SQL server is not installed on the your system, the installer will install the necessary SQL Server 2005 Backward Compatibility components to complete the installation process. NEC, Inc. 9

13 If you choose to download the prerequisites from the Web, in the Checking Prerequisites window click Install in the Install from Web column. This will launch the Internet browser to assist you with the download. NOTE: Downloading from the Web will terminate the setup. You have to start the setup process after the download is complete. Download from Web option is recommended if the user is familiar with the installation guidelines for the underlying component frameworks and libraries. 12. If the prerequisites are installed, Figure-8 appears instead of Figure-6.The Checking Prerequisites window appears indicating Status of the prerequisites as Installed. Clicking on Next proceeds installation for the selected components. Figure 9: Prerequisites installed 13. Click Next. The UX5000 CallAnalyst Setup window appears. Figure 10: Installing the UX5000 CallAnalyst Database NEC, Inc. 10

14 To be able to reference a database to the application, the database settings need to be configured. You have the option of choosing a local or a remote MS SQL server. 14. In the Please select the SQL Server group, select the SQL Server from the drop-down list. 15. In the Connection Parameters group, type the Login ID, Password, and click Next, the Database Install Options window appears. Figure 11: Configuring the database tables 16. Select New database and type a valid name and click Next OR Select Existing database and then select the database name from the drop-down list if; you are using an existing database and click Next. A window showing the progress bar of Importing Bootstrap Data files appears. NOTE: If the database server being used is SQL Server Express 2005, ensure that the PC the database server resides on, also has SQL Server Express 2005 SP2 installed. NEC, Inc. 11

15 Figure 12: Importing Bootstrap Data: SQL A window showing the progress bar of Processing PostData SQL files appears. Figure 13: Processing PostData SQL files status bar NEC, Inc. 12

16 17. Click Done, after the database installation is complete. An alert appears indicating the completion of database installation. Figure 14: Database installation complete 18. Click OK. The UX5000 CallAnalyst Archive/Restore Setup window appears. Figure 15: Archive/Restore Directory Setup 19. Click Save to keep the default path or click Browse to specify a different path and then click Save. This will create a directory to save Archived UX5000 CallAnalyst data. The Configure Service Parameter window appears. Figure 16: Configure Service Parameters 20. Type Domain/Workgroup Name, User Name, Password. TIP: To know User name and Domain/Workgroup name of your PC, right-click on My Computer>Properties. In the System Properties window, click Computer Name Tab 21. Select User is a member of Domain check box if, the user is a member of domain. 22. Click Save. The process of installing CallAlert! starts. A window showing the progress bar of installation appears. NEC, Inc. 13

17 Figure 17: Installing CallAlert! 23. After the CallAlert! files are copied the Load CallAlarm At Boot window appears. Figure 18: Load CallAlarm at Boot 24. Click Yes. The Configure UX5000 CallAnalyst Database window appears. Figure 19: Configure UX5000 CallAnalyst Database 25. Enter the Server Name, Database, User ID and Password to connect to the database. 26. Click Test Configuration and then click Save. The ConfigureDB window appears mentioning the successful testing of the database connection. Figure 20: Configure Database: Database connection tested 27. Click OK. The Data Source Network is created automatically. The ConfigureDB window with the message DSN (Data Source Network) created successfully appears. NEC, Inc. 14

18 Figure 21: Configure Database 28. DSN created of CallAlert! component is complete. The process of installing Web Reports starts. A window showing the progress bar of installation appears. Figure 22: of Web Reports progress 29. ChartFX 6.0 a third party applications is required to generate Web Reports. If this application is not installed on your computer or if an older version is found, installer will prompt you to install ChartFX 6.0. Figure 23: Install ChartFX application 30. Click OK. The Chart FX Lite for ASP.NET window appears. NEC, Inc. 15

19 Figure 24: ChartFX installer 31. After initializing the setup files, the following window to enter the serial number appears. Figure 25: ChartFX Enter Serial Number 32. Type or Paste the product Serial Number and Click Next. The Crystal Reports Merge Modules Select Address window appears. NEC, Inc. 16

20 Figure 26: Crystal Reports Merge Modules Address 33. Click Next. The Confirm window appears. Figure 27: Crystal Reports Merge Modules Confirm 34. Click Next. The Installing Crystal Reports Merge Modules window appears showing the progress of installation. NEC, Inc. 17

21 Figure 28: Progress bar of installation 35. After the installation is complete, click Next. The Complete window appears. Figure 29: Complete 36. Click Close. The Web Reports Core Components Setup Wizard window appears. NEC, Inc. 18

22 Figure 30: Web Reports Core Components Setup 37. Click Next. The Select Address window appears. Figure 31: Select Address 38. Click Next. The Installing Web Reports Core Components window appears. NEC, Inc. 19

23 Figure 32: Installing Web Reports Core Components 39. Click Next. The Complete window appears Figure 33: Web Reports Core Components Complete 40. Click Close to exit the installation of Web Reports. The process of installing Remote Site Software will start. A window showing the progress bar of installation appears. NEC, Inc. 20

24 Figure 34: Installing Remote Site Software 41. After the process of installing Remote Site Software is complete. The UX5000 CallAnalyst Complete window appears. NOTE: The URL to access Web Reports is address of CA server>/cawebreports/login.aspx 42. Click Finish to exit the installation of Remote Site Software. of the UX5000 CallAnalyst Server components is complete! Note: See section Installing Web Reports, Installing CallAlert! and Installing Remote Site Software to install these server components of the UX5000 CallAnalyst Server, if they have not been installed earlier. If installed then proceed directly to configure UX5000 CallAnalyst to connect to your PBX and start collecting CDR data. NEC, Inc. 21

25 Installing Web Reports Prerequisite Web Reports is a utility used for viewing UX5000 CallAnalyst s reports using a Web browser. You have: The UX5000 CallAnalyst Server component installed on the computer Installed and started the Microsoft Internet Information Server Version 6.0 (IIS) The basic knowledge of IIS The serial number for Chart FX 6.0 is delivered to you via a confirmation when you requested for a copy. You can contact Software FX, Inc by at [email protected] to obtain serial number. Proof of purchase may be required. To install the Web Reports application 1. Double-click UX5000_CallAnalyst_Setup.exe Or Start/Run the NEC>UX CallAnalyst installation from the NEC installer Figure 35: Web Reports component selection 2. Select Web Reports check box and click Next. A window with the alert Initializing Wise Wizard appears NEC, Inc. 22

26 Figure 36: Initializing Web Reports 3. After initializing the Installing window appears that shows the progress of installation Figure 37: Copying installation files 4. After the files are copied, installer searches for ChartFX application required for installing Web Reports. If this application is not found on your system, a setup window alerting the requirement appears. Figure 38: Install ChartFX application 5. Click OK. The ChartFX welcome window appears. NEC, Inc. 23

27 Figure 39: ChartFX installer 6. After initializing the setup files, the following window to enter the serial number appears. Figure 40: ChartFX Enter Serial Number 7. Type or Paste the product Serial Number and Click Next. The Crystal Reports Merge Modules Select Address window appears. NEC, Inc. 24

28 Figure 41: Crystal Reports Merge Modules Address 8. Click Next. The Confirm window appears. Figure 42: Crystal Reports Merge Modules Confirm 9. Click Next. The Installing Crystal Reports Merge Modules window appears showing the progress of installation NEC, Inc. 25

29 10. After the installation is complete, the Complete window appears. Figure 43: Complete 11. Click Close. The Web Reports Core Components setup window appears. NEC, Inc. 26

30 Figure 44: Web Reports Core Components Setup 12. Click Next. The Select Address window appears. Figure 45: Select Address 13. Click Next. The Complete window appears. NEC, Inc. 27

31 14. Click Close. The UX5000 CallAnalyst complete window appears. 15. Click Finish to exit the installation. NEC, Inc. 28

32 Installing CallAlert! The CallAlert! installation allows you to install CallAlert! on any PC on the (LAN) network with TCP/IP enabled. CallAlert helps you monitor phone abuse. Multi Site Recording Call Data Manager (MSRCDM) communicates with the CallAlert and generates alarms when certain conditions are met. CallAlert! can be installed on the same PC on which the UX5000 CallAnalyst server is installed. NOTE: You can install CallAlert on more than one machine for UX5000 CallAnalyst Server Version This section describes the procedure to install CallAlert! To Install CallAlert! 1. Double-click UX5000_CallAnalyst_Setup.exe Or Start/Run the NEC>UX5000 CallAnalyst installation from the NEC installer. The setup window appears. Figure 46: Select components: CallAlert! 2. In the Select Components window, select CallAlert! check box and click Next. Installing window indicating the progress of copying files appears. NEC, Inc. 29

33 3. On completion of the copying process, the following message appears. 4. On completion of the registering DLLs process, the Load Alarm At Boot window appears. Figure 47: Load Call Alarm At Boot 5. Click Yes if you wish to load CallAlarm every time you start the computer. The Configure UX5000 CallAnalyst Database window appears. Figure 48: Configure UX5000 CallAnalyst Database 6. Enter the Server Name, Database, User ID and Password to connect to the database. 7. Click Test Configuration and then click Save. The ConfigureDB window appears mentioning the successful testing of the database connection. NEC, Inc. 30

34 8. Click OK, Data Source Network will be created automatically. The ConfigureDB window with the message DSN (Data Source Network) created successfully appears. 9. Click OK, the installation completed window appears. 10. Click Finish to exit this installation. Figure 49; CallAlert! Complete NEC, Inc. 31

35 Installing Remote Site Software Remote Site Software is a utility program to stream CDR (Call Data Records) data from a serial source to UX5000 CallAnalyst over the LAN. Users in remote locations can connect to the UX5000 CallAnalyst Server using Lantronix Adaptor. To avoid the use of Lantronix Adaptor, the Remote Site Software (Remote Site Software) must be installed on every remote user s computer. This permits the remote user to access and manage call records using UX5000 CallAnalyst Server on their local computer. This section describes the procedure to install Remote Site Software To install the Remote Site Software 1. Double-click UX5000_CallAnalyst_Setup.exe OR Start/Run the NEC>UX5000 CallAnalyst installation from the NEC installer. The UX5000 CallAnalyst setup window appears. Figure 50: Select Remote Site Software Component 2. In the UX5000 CallAnalyst Setup window, select the Remote Site Software check box and click Next. The Copying files progress bar appears. Figure 51: Remote Site Software Progress 3. On completion of the installing process, the following message appears. NEC, Inc. 32

36 4. On completion of registering the DLLs, the Complete window appears. Figure 52: Remote Site Software Complete 5. Click Finish to exit the installation. NEC, Inc. 33

37 Installing the Network Client Utility Network Client is a utility to access the UX5000 CallAnalyst Server from a remote computer on a network. This section describes the procedure to install the Network Client utility. NOTE: Network client cannot be installed on a computer on which UX CallAnalyst Server is installed If an attempt is made to install the Network Client Utility on a computer that has UX5000 CallAnalyst installed the Existing window appears. Figure 53: Existing of UX5000 CallAnalyst Server Click Finish to exit the installation. To Install the Network Client utility 1. Double-click UX5000_CallAnalyst_Setup.exe Or Start/Run the NEC>CallAnalyst installation from the NEC installer The UX CallAnalyst splash screen appears. NEC, Inc. 34

38 Figure 54: UX CallAnalyst Splash Screen 2. Click Next, the UX5000 CallAnalyst Setup Type window appears. Figure 55: Type: Network Client 3. Select the Network Client radio button and then click Next. The Installing window appears showing the progress bar of installation NEC, Inc. 35

39 4. After the installing process, the following message appears. 5. The Select UX5000 CallAnalyst Network Path window appears. prompting you to select the network path of UX5000 CallAnalyst Server installation (ca.exe) on the network Figure 56: Select UX5000 CallAnalyst Network Path The MSR Call Data Manager is not loaded on the local PC for a Network Client installation. The Network Client connects to a UX5000 CallAnalyst Server installation via a mapped network drive. The UX5000 CallAnalyst Server installation synchronizes call records with the Network Client allowing you to remotely administer the Server. NOTE: Use the Universal Naming Convention (UNC) to enter the network path. Ensure you are given full access rights to install the folder on the server. 6. Enter the network path and click OK. The Configure UX5000 CallAnalyst Database window appears. NEC, Inc. 36

40 Figure 57: Configure UX5000 CallAnalyst Database 7. Enter the Server Name, Database, User ID and Password to connect to the database. Click Test Configuration and then click Save. The ConfigureDB window appears mentioning the successful testing of the database connection. 8. Click OK, Data Source Network will be created automatically. The ConfigureDB window with the message DSN (Data Source Network) created successfully appears. 9. Click OK, the installation completed window appears. NEC, Inc. 37

41 Figure 58: Network Client installation complete 10. Click Finish to exit the installation. NEC, Inc. 38

42 Configuring UX5000 CallAnalyst Components

43 Configuration Configuring the Multi Site Configurator Multi Site Reporting Call Data Manager (MSRCDM) monitors your serial port for phone records and saves them into a database for UX5000 CallAnalyst. For detail on MSRCDM, refer to the Online Help. Configuring MSRCDM includes the following tasks: Configuring and Testing the Serial Port or TCP/IP or Pollable Buffer or FTP Configuring Call Data Manager To configure and test the Multi Site Reporting Call Data Manager, refer Appendix A at the end of this guide. Configuring Multi Site Configurator To configure MSRCDM From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Multi Site Configuration. The Multi Site Configuration window appears. Enter the following details: Figure 59: Multi Site Configuration NEC, Inc. 40

44 Configuration Sites Pane - Select the site code for which you want to configure the Call Data Manager. You can add or delete a site, if required. Use the buttons below the Sites Pane. Site code - The site code and the site name appear in the Site Code and the Site Name text boxes respectively. Phone System - From the Phone System drop-down list, select your phone system and SMDR format. Call Data Source pane - Comm Port or TCP/IP are the connection methods primarily used to collect CDR data. External DB, Web (URL) and Log file are used to store the call information after the call is over. For more information see section Call Data Source Details. Port Select the serial port to which you want to connect the PBX CDR serial port. Communication Settings: Baud - Select the transmission rate in bits per second Parity - Select how the system should use the parity bit to select the errors. The default value is Even. All computers do not support Mark and Space. Data Bits - Select the number of data bits in a character. The valid values for data bits are in the range 5 through 8. Stop Bits - Select the number of stop bits that define the end of a character. The valid values for stop bits are 1, 1.5 and 2. If the baud rate is 110, then the default value is 2; otherwise the default value is 1. Not all computers support the value 1.5. Note: All the Comm Settings above should match those on the PBX CDR serial port Configure Click this button to configure the serial port using the configuration tool. To configure and test the Multi Site Reporting Call Data Manager, see section Appendix A, at the end of this guide. Advanced Options pane, select any or all of the following options: Dialed number in call data output includes the trunk access code prefix: Select this option, to dial a digit (such as 8 or 9) to access a trunk line. You need to select this option only if your phone system prefixes this access digit to the phone number in the data output by the phone system. (91800XXXXXXX). Discard extra digits dialed after phone number: Select this option to show any extra digits dialed after the phone number. For example, digits dialed to access a phone card or for automated phone systems (DTMF digits). Member of a multi-site installation: Select this option, to use the installation of the UX5000 CallAnalyst as a part of the multi-site installation. If you select this option, then you need to enter a site code. Collate call records: Select this option to combine all legs of a call into one call record. Certain switches give the different legs of a single call in multiple lines. Checking this option will collate these legs into a single call record. Long distance calls are not prefixed with 1 :Select this option if applicable to call data records. Local Area Code: Enter your local area code (such as 503). This area code is tagged with all the local calls and is useful in generating reports. Other Toll Free Area Codes: Enter your toll free area codes (such as 503). This code is tagged with all toll free or long distance calls and useful in generating reports. Common Parameters pane, select the following: Update directory dynamically: Select this option to dynamically update extensions, lines or phone numbers (Caller id) in the directory as Call Data Manager (CDM) parses the data. NEC, Inc. 41

45 Configuration Record TIE Line Activity Calls: Select this option to log internal calls within the company from one switch to another. Local DM IP Address: The IP address of the machine, where the Data Manager (DM) is running. The DM and the MSRCDM must be running on the same machine. The IP address should be Receive UDP Port Number: Type the User Datagram Protocol (UDP) port number of the DM, where it will receive the call data records from MSRCDM. You can use port number between 2000 and 65536, except 15000, and The value 0 is invalid and values 15000, and are reserved port numbers. This port is mainly used for receiving data from local computer. It cannot receive data from remote locations. Receive TCP Port Number: Type the Transfer Control Protocol (TCP) port number of the DM, where it will receive the call data records from MSRCDM. You can use port number between 2000 and 65536, except 15000, and The value 0 is invalid and values 15000, and are reserved port numbers. This port is mainly used for receiving data mainly from remote locations. The value for this port number should not be same as UDP Port number. Send CDR to remote DM? : Select this option, if you want your local DM to transmit the Call Data Records to the remote DM. Once you select this option, type the remote DM IP address and the port number in the respective text boxes. Call Data Source Details External DB Settings 1. In the Data Source DSN text box, type the data source name to connect to an existing database. 2. In the Data Request Interval (max. 7 day equivalent) text box, type the time interval (in minutes) after which the call data should be retrieved from this data source and stored. Web (URL) Settings 1. In the Data Source (URL) text box, type the web address of the site, where the call records are stored. 2. The format should be <password>. For example, Administrator,0000. NOTE: User login and password are the authentication to access call data within the switch. 3. In the Local filename to store data from URL, select the filename in your machine where you want to store the call data records. For example, C:\CAURLdump\dumphere.txt. 4. In the Data Request Interval (max. 7 day equivalent) text box, type the time interval (in minutes) after which the call data should be retrieved from this site and stored. 5. To test the validity of the site address, click Test. Log File Settings 1. In the Data Source Log File text box, type the log file (along with the path), where the call records are stored. To select the log file, click Browse. 2. In the Data Request Interval (max. 7 day equivalent) text box, type the time interval (in minutes) after which the call data should be retrieved from log file and stored. TCP/IP settings: 1. In the IP Address text box, type the IP address of the Remote Site Software. NEC, Inc. 42

46 Configuration 2. In the Port Number text box, type the port number to which you want to connect the Remote Site Software. 3. To test the validity of the site address, click Test. NEC, Inc. 43

47 Configuration Configuring UX5000 CallAnalyst Database You must configure the UX5000 CallAnalyst database to communicate with the UX5000 CallAnalyst Server. The Server name and Data Base name are to be specified as a part of UX5000 CallAnalyst Server Database configuration. To configure the UX5000 CallAnalyst Server database 1. From the Windows task bar click Start>Programs>NEC> UX CallAnalyst>Tools>Configure CA Database. The Configure UX5000 CallAnalyst Server Database appears. Figure 60: Configure UX5000 CallAnalyst Database 2. Type the Server Name and the Database Name. 3. Type the User ID and the Password. 4. Click Test Configuration, to test the connection to the database. 5. Click Save, to save the configuration. On successful configuration, the data source name is created automatically. NEC, Inc. 44

48 Configuration Configuring Administrator s To send an to the Administrator, a simple configuration is required. The exchange server should be accessible and functioning correctly for the Administrator to receive the mail. To set the address of the Administrator 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Configure Administrator . The Configure Admin window appears. Figure 61: Configure the Administrator 2. In the Administrator text box, type the mail address of the Administrator. 3. Click Save. Whenever the license limit (i.e., license for number of extensions) is violated, the process MSAdvPrs.exe sends an to this address. NOTE: The process MSAdvPrs.exe can send the mail, only when the Administrator is logged into the system. The mails cannot be sent, if the system restarts automatically due to power failure and the Administrator is logged out. NEC, Inc. 45

49 Configuration Configuring the Archive and Restore Directory UX5000 CallAnalyst allows you to configure the directory for database archive and restore process even after the installation process is over. To configure the directory for archive and restore process 1. From the Windows task bar click Start>Programs>NEC> UX CallAnalyst>Tools>Configure Archive Restore Directory. The UX5000 CallAnalyst Archive/Restore Setup window appears. Figure 62: Configure the Archive and Restore Directory 2. In the Archive/Restore directory text box, type the directory name along with the machine name (that resides on the network) and the path. For example, \\M1\C$\Temp, where Temp is the directory and M1 is the machine name. 3. Click Save. The Temp directory created is accessible to the UX5000 CallAnalyst and the SQL Server residing on the network. NEC, Inc. 46

50 Configuration Configuring the Remote Site Software It is possible that the PBX you need is not co-located with the PC on which UX5000 CallAnalyst Server is installed. Some PBXs may not provide SMDR data over a serial port but provide it over a LAN port by connecting as a TCP/IP client to a TCP/IP Server. Remote Site Software is a utility program that can act as a proxy between the UX5000 CallAnalyst server PC and the PBX in such cases. It will then need to be installed on a PC separate from the UX5000 CallAnalyst PC. The PC that Remote Site Software is installed on should be connected to the network as well as to the PBX via the COM port on the PC using a serial cable. The serial cable can be obtained from your PBX vendor. To configure the Remote Site Software (Remote Site Software) to communicate with the UX5000 CallAnalyst Server: 1. From the Windows task bar, click Start>Programs>NEC>UX CallAnalyst>Remote Site Software. The Remote Site Software starts running and the Windows system tray. icon appears in the 2. From Windows system tray, right-click on the icon. 3. In the popup box, click Disable Remote Site Software. This will disable Remote Site Software and icon appears in the Windows system tray. 4. Right-click on the icon, in the popup box click Setup. The Remote Site Software Configuration window appears. Figure 63: Configuring the Remote Site Software Comm Port Details: Allows you to configure the serial communications port. Do the following: In the TCP pane, select the serial port on the PC to which you want to connect the PBX (e.g. COM1 ) In the Communication Settings pane, enter the communication port parameters for the serial connection as configured for the SMDR comm. port on the PBX. TCP/IP Details: Allows you to set the TCP/IP Port. In the Port Number text box, type the port number to be used by Remote Site Software when emulating a TCP Server. UX5000 CallAnalyst will later need to be configured to retrieve SMDR data from this NEC, Inc. 47

51 Configuration port and the Remote Site Software PC IP Address (via Multi Site Configuration TCP/IP settings.] Click Save. The Remote Site Software alert with the message Successfully Saved appears. Click OK Click Exit 5. From the Windows system tray, right click on icon. 6. In the pop-up box, click Enable Remote Site Software. NOTE: If you want to configure the serial port using the configuration tool of UX5000 CallAnalyst, see section Configuring the Multi Site Configurator. NEC, Inc. 48

52 Configuration Configuring Service Parameters For your Windows NT Services to access the mail services and other network services, you need to start your Windows NT Services under the user account. These service parameters are used to run UX5000 CallAnalyst Scheduler and the Multi Site Process Manager service, after you install the UX5000 CallAnalyst. To configure service parameters 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Configure Service Parameters. The Configure Service Parameters window appears. Figure 64: Configuring the Service Parameters 2. In the Domain/Workgroup Name text box, enter you domain or the workgroup name. These names are stored under the Network Identification tab of My Computer properties. 3. In the User Name text box, enter your Windows user name. 4. In the Password text box, enter your password. 5. If you are member of a domain, select the User is a member of Domain check box 6. Click Save. NOTE: Whenever you open the Configure Service Parameters window, the password remains blank. You need to confirm your password. NEC, Inc. 49

53 Configuration O&M Connection Set Up Configuring UX5000 CallAnalyst to connect to the PBX O&M database and automatically update extension number and name information. 1. Go to Start>Programs>NEC>UX CallAnalyst>Tools and click O&M connection Setup. A table containing one row for each site configured using the Multi Site Configurator will be displayed. Figure 65: O&M Connection Setup 2. On the screen shown above, enter the details for the IP Address, Port number, username and password for the PBX and save the data by selecting the Save button. Then try testing the connectivity by selecting the Test button. If the status column in the table displays a success message, then you could start the service for automatic synchronization by selecting the Start button. Note: Clicking on the Save button will also save the value of the Poll Interval in the configuration file. 3. Once the service has started, it registers each site configured from the Multi Site Configurator and searches for extension names and extension numbers on those sites. All extension names and numbers found in the PBX O&M database are then written into the UX5000 CallAnalyst database table. 4. The Poll Interval text box stores the interval after which the PBX will be polled again for extension names and numbers by the service. By default, this value is set to 12 hours. You may adjust the polling interval to an appropriate value by changing the duration in this area. 5. The Overwrite manually configured values in case of conflicts checkbox overwrites the extension names for the respective extension number in the UX5000 CallAnalyst table with the freshly polled values in case of conflicts. 6. Once the service has started, the extension names and numbers will be retrieved and written to the Extensions table in the database configured by UX5000 CallAnalyst. You can view the extension names and numbers in UX5000 CallAnalyst by clicking the Edit Configure Site option. NEC, Inc. 50

54 Configuration The retrieved extension names and numbers will be displayed in the Extensions tab as shown below: Understanding the Configuration file The O&M configuration file (OMConfig.ini) is located in the Program installation folder of the UX5000 CallAnalyst Server. The configuration file has two sections: the General section and the Site Information section. The Site Information section stores the site s IP address, port number, user name and password for each site, and is designated by [O&M (site number)]. NEC, Inc. 51

55 Configuration The General section, designated by [GENERAL] in the configuration file contains the following information: POLLINTVL: this parameter stores the Poll Interval (in minutes) after which the service will poll the PBX for extension names and extension numbers. NUMRETRIES: specifies the number of times the service will retry to establish connection with a specified site in case of failure to connect. In case no successful connection is established within the specified number of retries, the service ignores the current site and moves to the next site. RETRYINTERVAL: specifies the time (in milliseconds) for a delay between subsequent retries to establish the connection or retrieve extension names or extension numbers. CALLBACKDELAY: specifies the time delay (in milliseconds) that the service will wait for data to be received from the O&M database after requesting for information. OVERWRITE: specifies whether the Overwrite check box is checked or not. If the Overwrite check box is checked, the extension names in the Extensions table are overwritten for the respective existing extension numbers. NEC, Inc. 52

56 Configuration Monitoring Site Performance UX5000 CallAnalyst allows you to measure the performance of the local and remote sites. With the Health Monitor you can determine the status of each site, identify the processes that are carried out these sites. To view the performance of the site 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Health Monitor. The UX5000 CallAnalyst Health Check window appears. Figure 66: UX5000 CallAnalyst Health Monitor 2. The Process Status pane appears and you can view the activity of each site. 3. To view more detailed information on each site, click the "Log" button at the end of the row for that site, respective MSRCDM Notepad appears. You can view all the activities performed on the site. NOTE: The log file refreshes every one-minute. Figure 67: Detailed site activity information NEC, Inc. 53

57 Configuration Managing Users UX5000 CallAnalyst allows you to create users and assign sites to the users. UX5000 CallAnalyst can have only one Administrator. The login ID and Password of the Administrator are admin and admin respectively. As an Administrator, you can use this login ID and the password to create different users, modify existing user details and change the password of the user. To create different users 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Users Management. The Login to Users window appears. Figure 68: Login to Users 2. Type the User Name and the Password of the administrator as mentioned above. 3. Click OK. The Users window appears. Figure 69: Creating the User ID 4. Type the Login ID, Last Name, First Name, Password and Confirm Password in the respective text boxes. 5. Click Turn-on Security 6. Click Save NEC, Inc. 54

58 Configuration To modify the existing user details 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Users Management. The Login to Users window appears. Figure 70: Login to Users 2. Type the User Name and the Password of the administrator as mentioned above. 3. Click OK. The Users window appears. Figure 71: Modifying user details 4. Select the user from the Users drop-down list. 5. Make the desired changes 6. Click Save To change the user password 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Users Management. The Login to Users window appears. NEC, Inc. 55

59 Configuration Figure 72: Login to Users 2. Type the User Name and the Password of the administrator as mentioned above. 3. Click OK. The Users window appears. Figure 73: Changing the user password 4. Select the user from the Users drop-down list. 5. Select the Change Password check box. 6. Type the Password and Confirm Password in the respective text boxes 7. Click Save NOTE: The changed password of a user will be effective only from the time he logs in next. NEC, Inc. 56

60 Configuration Uninstalling UX5000 CallAnalyst Components When removing UX5000 CallAnalyst from your system, it is important that you first close the application and uninstall the scheduler and other services, if installed. This process will completely remove all UX5000 CallAnalyst programs from your computer. Uninstalling UX5000 CallAnalyst Server 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Remove UX CallAnalyst. The Select Uninstall Method window appears. 2. Select the Automatic option (recommended) to automatically uninstall the UX5000 CallAnalyst. You can also select the Custom option to select the modifications that you want to make during uninstall. The Perform Uninstall window appears. 3. Click Finish to complete the uninstallation. Uninstalling Web Reports This process will remove the Web Reports utility from your computer. To uninstall Web Reports 1. From the Windows task bar click Start>Programs>NEC> UX CallAnalyst>Tools>Remove Web Reports. The Select Uninstall Method window appears. 2. Select the Automatic option (recommended) to automatically uninstall the UX5000 CallAnalyst. You can also select the Custom option to select the modifications that you want to make during uninstall. The Perform Uninstall window appears. 3. Click Finish to complete the uninstallation. Uninstalling CallAlert! This process will completely remove the CallAlert! program from your computer. To uninstall CallAlert!: 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Remove CallAlert. The Select Uninstall Method window appears.. 2. Select the Automatic option (recommended) to automatically uninstall the CallAlert. You can also select the Custom option to select the modifications that you want to make during uninstall. The Perform Uninstall window appears. 3. Click Finish to complete the uninstallation. Uninstalling Remote Site Software This process will completely remove the Remote Site Software programs from your computer. To uninstall Remote Site Software: 1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Uninstall Remote Site Software service. The Select Uninstall Method window appears. 2. Select the Automatic option (recommended) to automatically uninstall the CallAlert. You can also select the Custom option to select the modifications that you want to make during uninstall. The Perform Uninstall window appears. 3. Click Finish to complete the uninstallation. NEC, Inc. 57

61 Configuration Troubleshoot Errors Use this information to troubleshoot the problems that you encounter. For further information, contact TriVium s client service. I am not able to connect to the database. For you to connect to the database in the network, you need to be an authorized user and should have proper network connections. How do I get started? For maximum success you need the following information prior to the installation: Serial Connection: The Com Port where the SMDR data will be sent to on the UX5000 CallAnalyst PC? First, stop the MSPM service and use the HyperTerminal connected directly to the port that you have selected to determine if the SMDR is sent. If you receive garbled data, then it is most likely that the Comm Port settings are incorrect. You can also use the Port Configuration tool in UX5000 CallAnalyst to fine tune the settings. Once verified to be working, retain the existing data as is. TCP/IP Connection: Check that the Server IP Address and the port number for the NEC phone system are valid. To check this, stop the MSPM service and launch Hyper Terminal. If you are able to connect with the server on the specified port, then enter this information in the screen and save this information. Why is UX5000 CallAnalyst not recording my calls correctly from my NEC phone system? I am getting the wrong dates and time for my calls. Most likely, you have selected the wrong phone system settings in the Multi Site Configurator. For setting the phone system, see Configuring Multi Site Configurator. I am not getting any Caller ID data in my UX5000 CallAnalyst reports. Verify with your local phone company that your caller ID service is activated and that your phone system is configured correctly to send called ID in SMDR data. I am not getting any Caller ID information from the phone system Some phone systems require special configuration to output this information. With regard to the name of the caller, some phone systems send only the Caller ID number, even though the LCD display on the telephone set also shows the name. I am not able to run more than 40 instances of MSRCDM in my system. To support more than 40 instances of MSRCDM, do the following: Change the registry value for the size of the desktop heap allocated for a desktop associated with a window station in: 1. HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Session Manager\Sub- Systems\Windows The default data for this registry value is (all in one line): NEC, Inc. 58

62 Configuration %SystemRoot%\system32\csrss.exe ObjectDirectory=\Windows SharedSection=1024,3072,512,512 Windows=On SubSystemType=Windows ServerDll=basesrv,1 ServerDll=winsrv:UserServerDllInitialization,3 ServerDll=winsrv:ConServerDllInitialization,2 ProfileControl=Off MaxRequestThreads=16 The desktop heap is allocated based on the numeric values following the Shared Section. 2. Change the third value 512 to NOTE: You should restart your system for the changes to take effect. NEC, Inc. 59

63 Configuration Appendix A Configuring and Testing the Serial Port UX5000 CallAnalyst provides this tool to ensure that data is being received from your phone system via the selected COM port on your PC. Using UX5000 CallAnalyst with your phone system requires that the COM port settings on the phone system to match the COM port settings on you PC. You can choose either the guided process if you do not know the COM port settings for your phone system or you may manually test the COM port settings. If the COM port is properly configured and the phone system is configured to generate call records then the following tests will show some kind of ASCII output - recognizable call records (if the port settings are correct) or gibberish (random ASCII characters, if the port settings are incorrect). If no output appears during the testing, then refer to the Troubleshooting section. To configure and test the serial port: 1. From the Windows task bar click Start>Programs>NEC> UX CallAnalyst>Multi Site Configuration. The Multi Site Configuration window appears. Figure 81-Multi Site Configuration 2. In the Multi Site Configuration window, from the Call Data Source pane select the Comm Port radio button, the Port and Communications Settings will appear. NEC, Inc. 60

64 Configuration Figure 74: Multi Site Configuration: Comm Port 3. Click Configure. The Configuration Tool for UX5000 CallAnalyst (CDM) window appears. Guided Process 1. Select I need a guided process to help me determine the serial port parameters. 2. Click Start Test. The test starts with the most common COM port settings. NEC, Inc. 61

65 Configuration Follow the directions that appear in the Call Data Output screen. You will be instructed to make a test phone call on your phone system to see if the COM port settings are correct. If they are, you will see lines of alphanumeric characters that clearly (i.e. gibberish characters, *&%#@) represent call records. You are now ready to save the parameters and continue the COM port setup. If you do not have clear call records then go to the next step. 3. Click Try Next Setting to set the COM port to the next setting and follow the directions that appear. Continue to repeat this step until clear call records are shown in the test window or until it is established that some other factor (such as an improper wiring between the phone system and PC or incorrect phone system output settings) is inhibiting transmission of the data. When you are able to see call records, you are done. 4. Click Save Current Configuration for use in CDM and click Exit. Manual Testing 1. Select I have a rough idea of my serial port settings and I want to try those parameters. 2. Click Configure Port to set the COM port settings as desired. 3. Click Apply and Test New Configuration. Follow the directions that appear in the Call Data Output Screen. You will be instructed to make a test phone call on your phone system to see if the COM port settings are correct. If they are, then you will see lines of alphanumeric that clearly represent call records characters (instead of gibberish characters like *&%#@ etc.). If you do not have clear call records then try using the guided process. When you are able to see the call records, you are done. Click Save Current Configuration for use in CDM and then click Exit. NEC, Inc. 62