Arc Premium CTI Server

Transcription

1 Arc Premium CTI Server User Guide Version 5.1.x

2 2012 Arc Solutions (International) Ltd. All rights reserved No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without permission from Arc Solutions (International) Limited. Arc Solutions (International) Limited reserves the right to revise this documentation and to make changes to its content from time to time without obligation on the part of Arc Solutions (International) Limited to provide notification of such revision or change. Cisco is a registered trademark of Cisco, inc. Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are registered in the United Kingdom and may or may not be registered in other countries. All trademarks acknowledged. EMEA Americas Asia Pacific Arc Solutions (International) Ltd. Innovation House Pincents Lane, Reading, Berkshire. RG31 4UH T: +44(0) f: +44(0) Arc Solutions (International) Inc. Research Triangle Park 4819 Emperor Blvd Durham North Carolina T: f: Arc Solutions (International) Ltd. 2 Marks Street Naremburn NSW 2065 Australia T: F: +61 (0) e: info@arcsolutions.com e: inquiries@arcsolutions.com e: info@arcsolutions.com Support or +44(0) from outside the UK Support Support or +44(0) A Mettoni Limited Company 5th Edition, May th Edition, January 2012 Written by Mark Kent Originated in England The equipment complies with all the relevant conditions if used in accordance with the manual.

3 Section 1: Introduction The Product About the User Guide Inside The User Guide Getting Started Initialising Arc CTI Server Working With Arc CTI Server Section 2: Getting Started Client Support Keep Alive Processing Interface Activity Server Status Status Bar Using Menu Bar Options Section 3: Initialising Arc CTI Server Preferences General Driver Logging Logging Levels Logging Files Section 4: Working with Arc CTI Server Connect to Services Start /Stop Services for Arc CTI Server Closing the Arc CTI Server Getting Help Section 5: Glossary List of Figures List of Tables Arc CTI Server - User Guide 1

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5 Section 1: Introduction Welcome to the Arc CTI Server User Guide. The Arc CTI (Computer Telephone Integration) Server is a powerful tool from the Arc Enterprise Suite. It integrates with other applications of the Arc Enterprise Suite and displays real time statistics of devices, databases, queues, clients, calls and other components of Arc products. The user-friendly interface makes it easier to view statistics and start or stop the server when required. The main screen displays status of the system and the current level of call activity. 1.1 The Product The Arc CTI Server provides a cluster wide BLF (Busy Lamp Field) information on demand for:- Device presence information Contact device features (Set status such as Do Not Disturb and Call Forwarding) Contact call information features display calls and provide device pickup) A pre-requisite for running the Arc CTI Server will be using Microsoft v3.5 dot net framework. This will be automatically installed if not present prior to the installation. Based on directives and guidelines from Cisco, the following figure provides an overview of the network and how the Arc CTI Server will be sitauted within the network environment. Figure 1-1: Arc Connect Connectivity overview (API s) Arc CTI Server - User Guide 1-1

6 1.2 About the User Guide The purpose of this User Guide is to provide information on the set up of the application, how to initialise it and working on it. It gives information on how the Arc CTI Server application is configured to work within the Arc Enterprise Suite, including the provision of BLF information to the Arc Enterprise Console Operator Attendant. It is assumed that the users have a working knowledge of Microsoft Windows Networking. 1.3 Inside The User Guide The user guide contains the following sections, Getting Started This section explains the architecture of the Arc CTI Server application. It gives an introduction to the functions of the application and also instructions on how to use them. The users are given a description of the support it provides to the CTI and the Arc environment. It also outlines the interface, describing its functionality Initialising Arc CTI Server In this section, the user is given instruction on setting the preferences for the CTI Server application. It defines the functions to be set in the preferences, so that the application works according to the user's requirement Working With Arc CTI Server This section provides information on how to start and stop the CTI Server and getting help 1-2

7 Section 2: Getting Started The CTI Server provides cluster wide BLF (Busy Lamp Field) information on demand. Arc CTI Server will run as a windows service and will be able to be stopped and started within the Windows Service Control Manager (SCM). 2.1 Client Support The CTI Server will communicate with a TCP/IP socket allowing the Client application to connect and request status information and change settings online. Client applications like Console Connect and others will only be able to modify contacts that have NOT been included in the source field mappings of CTI contacts. 2.2 Keep Alive Processing The Arc CTI Server uses Keep Alive Processing to test the validity of the network connection. If Keep Alive Processing fails, then the CTI Server tries to reconnect with the Cisco Call Manager. The application will wait for a response from the other side after sending a small packet of data over a network connection. The data-receiving application will pick up the request and simply respond back. 2.3 Interface The interface provides an overview of the total activity in the Arc Console. It is divided into the following sections. Sessions User Activity Server Status - CT Link Server Status - DRM Server Status - Comms Status Bar Figure 2-1: Arc CTI Server Manager Arc CTI Server - User Guide 2-1

8 2.3.1 Activity This section is divided into two parts as described in the following table, Table 2.1. It allows the users to know the statistics for the sources and synchronizations. Name Description Sessions User Activity Number of active device subscriptions. Number of registered client sessions. Table 2-1: Activity - Details Server Status This section shows the connection status for the CT Link. There can be five states for the connection. States Explanation Shutdown Active Initializing Not Connected Not Configured Connection is shutting down. Active Connection established Connection is initializing. Connection is stopped (not available on Network). Connection setup is incomplete. Table 2-2: Server Status CT Link- Details This section shows the connection status for the DRM (Device Recognition Manager). There can be five states for the connection between the DRM and the Arc CTI Server. States Explanation Shutdown Active Initializing Not Connected Not Configured Connection is shutting down. Active Connection established Connection is initializing. Connection is stopped (not available on Network). Connection setup is incomplete. Table 2-3: DRM - Details This section shows the connection status for the Comms (Client Communication socket status). There can be four states for the connection between the Clients and the Arc CTI Server. States Explanation Shutdown Initializing Active Not Active Shutting down. Initializing Active (listening). Inactive (not running). Table 2-4: Comms - Details 2-2

9 2.3.3 Status Bar It has two parts; the first part is the name of the application, Arc CTI Server. The second part is the connection status for the CTI Server, e.g. Active. 2.4 Using Menu Bar Options Arc CUPS Server menu bar provides the user a quick way for work around. The following menu options are available in Arc CUPS Server. Control Name Explanation File Connect Service Manager Exit After the CTI Server application starts, it will automatically connect to Arc CTI Server Services using the information given during the installation. If CTI Sever could not find the services or it has been stopped, then the Status bar will show a Status Not Connected. Use this option to Connect the CTI s Server again. Services for the CTI Server can be started / stopped from this sub menu option. Use this option to exit the CTI Server application. Configuration Preferences Click to set preferences for the CTI Server to work accordingly. Help About This option opens the About Box for Arc CTI Server. Table 2-5: Menu Bar - Options Arc CTI Server - User Guide 2-3

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11 Section 3: Initialising Arc CTI Server The users are allowed to set preferences in the Arc CTI Server. They can select options in the given tabs according to their requirements. Select the Configuration > Preferences on the Menu bar. This will open the window, Preferences that consists of three tabs for discrete modifications. 3.1 Preferences It provides the facility of viewing/updating Defaults for Arc CTI Server. It is recommended that before making any changes in this section, consult your Network/System Administrator General This tab allows users to enter the information for the CTI Server. Figure 3-1: General tab selected in the CTI Server preferences Name Server IP Address Description It is the Name or IP Address of the machine where the CTI Service is installed. Note: If the server IP Address is left blank, then the Arc CTI server will use the default NIC card for managing the client. Server Port Number It is the Service Port Number used by the CTI Service. Table 3-1: Preferences - General tab - Details Arc CTI Server - User Guide 3-1

12 3.1.2 Driver This tab is for configuring the settings for the Cisco Tapi and Primary and Secondary DRM. The Driver tabs divided into two sections, Cisco Tapi, and Primary DRM. Figure 3-2: Driver tab in the Preferences window Name Description Cisco Tapi Min Cashed devices Specify the Minimum number of cashed devices. This will be used for load balancing by the CTI Server Default: 1500 Min Cashed devices Specify the Maximum number of cashed devices. This will be used for load balancing by the CTI Server Default: 2500 Primary DRM IP Address Port User Name Password Password Specify the IP address to be used to connect to DRM. The listening TCP/IP port address of DRM. User Profile Name for connecting to DRM. Password for connecting to the DRM. Password for connecting to the DRM. Table 3-2: Driver tab - Details Logging The CTI Server has the ability to keep records of all the events and processes through logging. It is structured to enable the users and support engineers to check the CTI Server's performance and 3-2

13 activity, determine functionality loss and the configuration issues. The names and description of the logging levels are given in the next section. Figure 3-3: Logging Levels and Logging File sections Name Description Runtime Logging Logging Level Logging Path and Filename No of Files Lines per File There are four levels of Logging to choose from;- Minimum, Detailed (Default), Advanced and Full. Provides a path and file name for the Logging File to be stored. The maximum number of log files that is created by the CTI Server. Between 1 and 255. The maximum number of lines eash log file will contain. After the log file reaches this number of lines, a new file will be created to log the events. Between 1 and Table 3-3: Logging tab - Details Logging Levels The CTIs Server application provides the facility to log the activitiies at four different levels. These levels are;- Minimum Detailed (Default) Advanced Full Logging Files The CTIs Server application uses an advanced technique to keep a record of the activities to a series of log files. Each log file contains a predefined number of lines. The log-files are generated in a sequence. There is control over the number of log-files generated. Once the maximum log-files have been exceeded, the Server will overwrite the first log-file and so on. This enables support engineers to ensure disk space is not exceeded. Arc CTI Server - User Guide 3-3

14 Select a value from the selection box, No. Of Logging File to define a maximum number of the log files that should be created by CTI Server. Select a value from the selection box, Lines Per File to define the maximum number of lines each log file will contain. After the log file reaches this number of lines, a new file will be created to log the events. 3-4

15 Section 4: Working with Arc CTI Server This chapter provides the steps to start the services of the Arc CTI Server. 4.1 Connect to Services To Connect the Arc CTI Server to its Services. 1. Select File > Connect 2. Enter the Server Name or the IP Address of the machine where the Arc CTI Sever has been installed. 3. Enter the Service Port Number Click the Connect button. 5. The CTI Sever status will change to Stopped. Figure 4-1: Service Manager - Arc CTI Server 4.2 Start /Stop Services for Arc CTI Server Services for the Arc CTI Sever can be started/stopped from File > Service Manager. 1. A Green colour signal shows that the service is running, whereas a Red colour shows that the service is stopped. 2. Start Service will be highlighted when the service is stopped. Click the Start Service button to start the service. 3. Stop Service will be highlighted when the service is running. Click the Stop Service button to stop the service. 4. Click the Close button to close the Service Manager. 4.3 Closing the Arc CTI Server To close the Arc CTI Sever Application, 1. Select File > Exit. 2. If the services are running and you select to close the application, it will still log the events and processes as configured in Preferences. 4.4 Getting Help If a user requires help on any of the areas in Arc CTI Server, place the cursor or focus on the respective area and press F1 key. The Help file will open the topic related to that area. Arc CTI Server- User Guide 4-1

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17 Section 5: Glossary CTI Server TAPI CUCM DRM Computer Telephony Integration Server application. Telephony Application Programmer Interface (Microsoft) Cisco Unified Communications Manager Device Resolution Manager Table 5-1: Glossary Arc CTI Server - User Guide 5-1

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19 List of Figures 1-1 Arc Connect Connectivity overview (API s) Arc CTI Server Manager General tab selected in the CTI Server preferences Driver tab in the Preferences window Logging Levels and Logging File sections Service Manager - Arc CTI Server Arc CTI Server - User Guide B - 1

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21 List of Tables 2-1 Activity - Details Server Status CT Link- Details DRM - Details Comms - Details Menu Bar - Options Preferences - General tab - Details Driver tab - Details Logging tab - Details Glossary Arc CTI Server - User Guide C - 1

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