38DHB0002UKDA - Issue 5 (12/00)
Contents Contents Introduction... 3 General... 3 Description... 3 System Specification... 4 Server Set-up... 5 Connecting the Server... 5 INDeX System Programming... 6 PC Configuration... 7 Server and Client PC Set-up (Windows NT)... 7 Client PC Set-up (Windows 95)... 19 Software Installation... 26 Overview... 26 Installing (Windows NT)... 27 Installing (Windows 95)... 32 Protecting the Auto-Dial Database... 34 The Busy Lamp Field (BLF)... 35 Introduction... 35 The BLF Screen... 35 Using BLF with the NOCpro Console... 36 Console Customisation... 37 Using Client for the First Time... 37 Changing the Date & Time... 38 Changing the External Queue Labels...39 Changing the Stand-by Settings... 40 Changing the Console Ringing... 41 Configuring Call Annotation or Auto-Dial... 42 Changing the Associated Terminal... 43 Changing the Console Language... 44 Customising the Console Profile... 45 Find Server/Locate File... 45 TCP/IP Networking... 46 Overview... 46 TCP/IP Settings Required... 46 Changing a NOCpro Server/Client PC to TCP/IP... 47 Removing Previous Protocols... 48 Index... 49
General Introduction Introduction General This manual covers the installation of INDeX Network Operator Console (INDEX NOCpro) products, i.e. the Server and additional Operator Consoles. The Server PC provides a link between the INDeX telephone system and a LAN network. Suitable PC's on that network (referred to as "Clients") can then act as Operator Consoles. When a PC is in use as a console, details of waiting calls appear on its screen and its keyboard performs a range of call control actions. During this time, a phone associated with the PC carries the speech for answered calls. Description Individual s Clients link via a LAN to the Server. The Server connects to the INDeX Telephone System via a serial link. This allows multiple s to be installed using a single Server. Each requires an adjacent DT telephone associated with it during installation. The diagram below shows the system major elements: NOCpro Server PC (Access Manager): Connects to the INDeX telephone system using a serial cable. It provides the link between the telephone system and the LAN. The Server also includes software to act as the first NOCpro Operator. NOCpro Client PCs (Operators): NOCpro Client (Operators) can be installed on suitable PC's on the network. Each Operator requires an adjacent phone. A licence key entered in the INDeX telephone system controls the number of Operators that can run at the same time. Currently the maximum number of Operators running at the same time is five. The NOCpro Client software can be run on the same PC as the NOCpro Server. If this is done, the recommended maximum number of INDeX NOCpro Clients running at anytime is five. INDeX Telephone System: This must be a minimum of Level 7.2.3 or higher for NOCpro, but must be Level 8.1 or higher for NOCpro working with BLF. 38DHB0002UKDA - Issue 5 (12/00) Page 3
System Specification System Specification Both the Server PC and Client PC must meet the minimum requirements. Computer Systems Server PC: Pentium 133MHz or higher Minimum 64MBytes of RAM Supports serial port up to 38.4K Client PC: Pentium 133MHz or higher Minimum 64Mbytes of RAM Monitor: 15" (or optional 17") SVGA supporting 800x600 Keyboard: Win NT/95 Compatible Floppy Disk Drive A: 3 1/2" 1.44 Mb high density PC speaker or Sound Card (Sound card only with NT.) CD ROM Drive Expansion Cards Network Card: Micronet, 10MB PCI Combo (Model SP2082A) System Software Windows NT Workstation: Version: 4.0, Media: CD ROM Windows 95: Version: Latest, Media: CD ROM INDeX Application Service Pack CD: Version 1.0, Media: CD ROM, incorporating: Windows NT Service Pack 4SP2082A) E-mail Requirements Microsoft Outlook or Outlook Express or similar Introduction INDeX Telephone System: This must be a minimum of Level 7.2.3 or higher for NOCpro, but must be Level 8.1 or higher for NOCpro working with BLF.. If INDeX IVM is being used as the NOCpro Server Level 8.1 or higher software must be used. WARNING: If your INDeX switch contains an IVM cassette and/or is equipped with a product that is already using an Access Manager DO NOT install Access Manager (NOCpro). Use the existing Access Manager instead. A 32-bit Access Manager must be used when BLF is installed. See "Installing (Windows NT)" on page 27. Page 4 38DHB0002UKDA - Issue 5 (12/00)
Connecting the Server Server Set-up Server Set-up Connecting the Server Use the following if an INDeX IVM Cassette is not used. Otherwise, when an INDeX IVM Cassette is used connection to both the customer network and the Access Manager are either via one of the serial ports or the RJ45 socket on the front of the IVM Server cassette. The instructions below assume that you are using cables plus line drivers supplied by Avaya. You may also require additional serial cable for long cable distances. To connect to an INDeX system: 1. Connect one end of the CABCON-9-25 cable to a free port on the INDeX control cabinet (the cabinet containing the CPU Cassette). You can use any of the 4 serial sockets on the cabinet. Avoid using the first (front) socket if possible as this is required for some INDeX system maintenance tasks. 2. The diagram below shows the remaining connections. Note the DTE and DCE settings of the line drivers. You must connect CABWOC to serial port COM1 of the PC. If this is not a 9-pin port, you need a 9-pin male to 25-pin female serial converter. If the cable distances are short, you may connect CABWOC directly to CABCON-9-25. 38DHB0002UKDA - Issue 5 (12/00) Page 5
INDeX System Programming Server Set-up INDeX System Programming All of the following need to be set-up on the INDeX telephone system. Console Licence key The INDeX requires entry of a licence key before supporting use of INDeX NOCpros. The Operator's Console licence key also controls how many consoles can run at the same time. The licence key is unique to the serial number of the INDeX system's CPU Cassette (displayed on the INDeX system's resources screen during log on). To enter the licence number: 1. From the Main Menu select System. 2. Select Switch Licences and then select Operator's Console. 3. Enter the license key number. 4. Check that the menu now shows the correct number of consoles required in the Option column. Console Red Alert Timeout Defines the time after which the console call queues display a call as red (urgent). To set the console red alert timeout: 1. From the Main Menu select System and then select Timeouts. 2. Select PC Console Red Alert and set the required timeout in seconds (default = 20 seconds). Console Group (The Operator Number) 1. From the Main Menu select Group. Enter the directory number you want used for the operator's group. 2. Define the Group Access type from one of the terminal group options as required. 3. If already known, use Add Number(s) to add the NOCpro console's associated terminal directory numbers into the group. Trunk Dispositions & Queues Repeat this process for all trunks that should route calls to the operator group. 1. From the Main Menu select Trunk and enter the trunk's directory number. 2. Set the required call dispositions to the operator's group directory number. 3. Use Incoming Queue Number to select in which NOCpro external call queue the trunk's calls should appear. Setting the Serial Port Speed 1. From the Main Menu, select System and then Serial Port. 2. Select the port to which the Server is attached. Set the port's speed to 38400. Notes: Ensure the Access Manager has also been set to the same speed as the INDeX Telephone System. You can use either Comm Port 1 or Comm Port 2 of the NOCpro Server, ensuring the Access Manager is also set accordingly. Page 6 38DHB0002UKDA - Issue 5 (12/00)
Server and Client PC Set-up (Windows NT) PC Configuration PC Configuration Server and Client PC Set-up (Windows NT) On Windows NT platforms both the Server and the Client software can be run either on separate PCs or the same PC. This section details the set-up for both the Server PC and the Client PC configurations. When the Server PC and the Client PC software require different set-up instructions these are highlighted within the text. This section is divided as follows: 1. Install Windows NT Workstation. If windows NT has already been installed check, and change if necessary, that within the "Set-up Options" menu you have entered your name as Administrator, your Organisation name, ID No. and your computer name as NOC_SERVER. See Steps 19 to 23 in "Install Windows NT 4.0 Workstation" on page 7. 2. Essential Windows NT Workstation modification for application. 3. Set Server PC to AutoLogon 4. Install Windows NT Service Pack 4. Install Windows NT 4.0 Workstation 1. Insert Windows NT CD ROM and Windows NT Set-up Disk 1 and reboot the PC. 2. When prompted, insert Windows NT Set-up Disk 2 and press Enter. 3. Press Enter "To set-up Windows NT now". 4. Press Enter to attempt to detect Mass Storage Devices in your PC. 5. When prompted, insert Windows NT Set-up Disk 3 and press Enter to continue. 6. Press Enter to confirm that there is only one CD ROM storage device. 7. Press Page Down until you reach the end of the Licensing Agreement text and then press F8 to agree; if you have sufficient licenses. 8. With the Keyboard Layout : US highlighted, press Enter and then select United Kingdom, to change the Keyboard Layout from US to United Kingdom. 9. With "The above list matches my computer" highlighted, press Enter. 10. If your hard disc is 2G or greater, create a partition in the unpartitioned space by pressing "C". 11. With "Create partition of size (in MB): 2014" highlighted, press Enter. 12. Press Enter again to continue. 13. Select Format the Partition using FAT file system and press Enter to format the partition. 14. With C:FAT highlighted press Enter. 15. With "Leave the current file system intact", highlighted press Enter. 16. At \WINNT press Enter for this directory. 38DHB0002UKDA - Issue 5 (12/00) Page 7
Server and Client PC Set-up (Windows NT) PC Configuration 17. Press Enter to carry out an exhaustive search. Set-up files will now be copied to the PC. 18. When asked, remove the floppy disk (leaving the Windows NT CD in the CD- ROM Drive) and press Enter. 19. The PC restarts presenting a Windows NT Set-up Wizard from which click Next. 20. From the "Set-up Options" screen select Typical and click Next. 21. Type your Name as Administrator and your Organisation, click Next. 22. Enter the ID Number (from the Windows NT Workstation Manual), click Next. 23. Type Computer Name as NOCpro_SERVER and click Next. 24. Leave the Password fields blank and then click Next. 25. From the "Emergency Repair Disk" screen, select "No, do not create an emergency repair disk" and click Next. 26. Select "Install the Most common Components (recommended)", click Next. 27. With 2) Installing Windows NT Networking selected, click Next. 28. Select "This computer will participate on a network" and select "Wired to the network" and then click Next. 29. Click Select From List and then click Have Disk. Insert the "Network Adapter Driver" disk in A: Drive. Click OK. 30. Once the name of the adapter appears, click OK. Ensure that ONLY the adapter driver from the disk is checked, click Next. 31. Select the network Protocol according to the Network of the customer's site, click Next. 32. Click Next to Install Selected Components. 33. Click Next to start the network. The network will be displayed, confirming your Computer Name. 34. Make this computer a member of Workgroup, click Next and then click Finish. 35. From the Date/Time Properties screen, Set Time Zone to GMT and click Close. 36. From the Detected Display screen, click OK and then TEST to test the display. 37. Wait till colour screen closes, from the Testing Mode screen, click Yes and then OK to save the display settings. From the Display Properties screen click OK. 38. Remove any floppy disks and CDs from the PC, click Restart Computer To reboot the PC. 39. From the Begin Logon screen press Ctrl+Alt+Delete to log on. 40. From the Logon Information screen, enter the User name and Password, click OK. Page 8 38DHB0002UKDA - Issue 5 (12/00)
Server and Client PC Set-up (Windows NT) PC Configuration Windows NT Modifications To be able to install and run the application on both the Server and Client PC it is essential to modify Windows NT as detailed in this section. Regional Settings The Regional Settings need to be changed from the default installation settings which are usually English (United States). 1. From the Windows taskbar, click Start, point to Settings and select Control Panel. 2. With the Control Panel open, select Regional Settings. The following screen appears: 3. Select English (United Kingdom), click Apply, and then click OK. 38DHB0002UKDA - Issue 5 (12/00) Page 9
Server and Client PC Set-up (Windows NT) PC Configuration Virtual Memory Enables you to configure the virtual-memory-paging file, for your hard disk. With virtual memory under Windows NT, some of the program code and other information are kept in RAM, while other information is temporarily swapped to a virtual-memory-paging file. When that information is required again, Windows NT pulls it back into RAM and, if necessary, swaps other information to virtual memory. The resulting benefit is that you can run more programs at one time than your system's RAM would usually allow. 1. From the Windows taskbar, click Start, point to Settings and select Control Panel. 2. With the Control Panel open, select System, and click the Performance tab. The following screen appears: 3. Click Change, and alter the Initial Size to the maximum possible. 4. Click Set, as shown in the following screen: 5. Click OK. 6. From the System Properties screen, click Close. 7. When prompted, click Yes to restart the PC. Page 10 38DHB0002UKDA - Issue 5 (12/00)
Server and Client PC Set-up (Windows NT) PC Configuration Network IPX Frame Type This is only applicable if the site network uses IPX Frame Type. 1. From the Windows taskbar click Start, point to Programs and select Control Panel. 2. With the Control Panel open, select Network and click the Protocols tab. The following screen appears: 3. With the NWLink IPX/SPX Compatible Transport selected, click Properties. This represents three scenarios: If a Novell NetWare Server is present on the network, ensure the INDeX NOCpro Server PC uses the same frame type as NetWare Server; If the Server is on the network, ensure the Server PC uses the same frame type as the Server Cassette (Required setting for this is Ethernet II); If no other servers are on the network, ensure that all PCs running Avaya products are using the same frame type. 4. Set the Frame Type to Ethernet II. 5. Click OK. 6. From the Network screen, click Binding and then click Close. 7. Click Yes to restart the PC. 38DHB0002UKDA - Issue 5 (12/00) Page 11
Server and Client PC Set-up (Windows NT) PC Configuration Guest Account For application to communicate, the Guest Account on Windows NT needs to be enabled. This is modified through the User Manager. 1. From the Windows taskbar, click Start, point to Programs and from Administrative Tools (Common), select User Manager the following screen appears: 2. Double click Guest, the following screen appears: 3. Ensure Account Disabled is unchecked, e.g. do not tick. Click OK. 4. From the User menu, select Exit to close User Manager. Page 12 38DHB0002UKDA - Issue 5 (12/00)
Server and Client PC Set-up (Windows NT) PC Configuration Event Log Settings The Event Log settings are altered through the Windows NT Event Viewer. 1. From the Windows taskbar, click Start, point to Programs and from Administrative Tools (Common), select Event Viewer the following screen appears: 2. From the Log menu, select Log Settings, the following screen appears: 3. There are three Settings available: System, Security and Application. 4. Use the pull down list select System and from the Event Log Wrapping options ensure Overwrite Events as Needed is selected. 5. Repeat step 3 for the other two settings, i.e. Security and Application. 6. Click OK. 7. From the Log menu, select Exit to close the Event Viewer. 38DHB0002UKDA - Issue 5 (12/00) Page 13
Server and Client PC Set-up (Windows NT) PC Configuration Sharing the Hard Drives The following must be carried out on the Server PC running the Server applications. If the Server and Client software are running on different PCs, do not perform the following on the Client PC. In order for all applications to function correctly, the drives on an NT Workstation machine must be shared. 1. From the Windows taskbar, click Start, point to Programs and select Windows NT Explorer. 2. Click the C: drive using the right hand mouse button. From the context-sensitive menu, select Sharing, the following screen appears: 3. You need to create a share named C if one does not already exist. 4. From the (C:) Properties screen, click New Share, the following screen appears: 5. Type C (must be UPPERCASE) as the Share Name. 6. Ensure Maximum Allowed is also selected. Click OK. 7. From the (C:) Properties screen, click Apply and then click OK. 8. From the File menu, select Close to close the Windows NT Explorer. Page 14 38DHB0002UKDA - Issue 5 (12/00)
Server and Client PC Set-up (Windows NT) PC Configuration Map Network Drive The following must be carried out on the Client PC only. If the Server and Client software are running on the same PC, do not perform the following. Sharing Server 1. From the Windows NT desktop, click (using the right mouse button) Network Neighbourhood and select Map Network Drive. 2. Select a Drive (e.g. E:) and in the Path Type \\NOCSERVER\C, ensuring Reconnect at Logon is also checked as shown on the following screen: 3. Click OK. This enables you to share the Server files. 4. See "Protecting the Auto-Dial Database" on page 34 for instructions on connecting/protecting the Auto Dial Database. 38DHB0002UKDA - Issue 5 (12/00) Page 15
Server and Client PC Set-up (Windows NT) PC Configuration Set Server PC to Autologon The following procedure should be used to enable the server PC running the NOCpro Server and the Delta Server to automatically logon when the system powers up. This will then allow the Access Manager and Delta Server to be automatically started if it is included in the Start\Programs\Startup folder: 1) Run REGEDIT and go to: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon 2) From the Edit menu add a string value, rename to AutoAdminLogon and set value = 1 3) From the Edit menu add a string value, rename to DefaultPassword and set value = <auto logon user password> 4) Set DefaultUserName = <auto logon user name> Note: DefaultPassword must not be blank. The User account used to autologon must have Administrator rights. This same User must be used to log on to install NOCpro Server. Page 16 38DHB0002UKDA - Issue 5 (12/00)
Server and Client PC Set-up (Windows NT) PC Configuration Install Windows NT Service Pack 4 Alterations to Windows NT 4.0's configuration including the addition of software, mean that the Service Pack (containing Microsoft bug fixes), needs to be reapplied. 1. Insert the INDeX Application Service Pack CD in the CD ROM Drive, from the Windows NT desktop, double click My Computer, and double click the CD-ROM drive. 2. From the Asp10 Explorer screen, double click NT4sp4, the following screen appears: 4. Click Next to continue. The following screen appears: 5. Click Yes to proceed to the following screen: 38DHB0002UKDA - Issue 5 (12/00) Page 17
Server and Client PC Set-up (Windows NT) PC Configuration 6. Ensure Install the Service Pack is selected, click Next to proceed to the following screen: 7. Select No, I do not want to create an Uninstall directory, click Next to proceed to the following screen: 8. Click Finish, to commence the copying of the Service Pack 4 files. Note When reinstalling Windows NT Service Pack 4 the following message appears relating to overwriting of files. Do not overwrite existing files with the Service Pack 4 files. Hence ensure NO to All in the Confirm File Replace screen is clicked as appropriate. 10. When copying of files has completed, the following acknowledgement screen appears: 11. Click OK. Windows NT will now automatically restart the PC. 12. Once the PC has restarted, changed the Regional Setting from English (United States) back to English (British) Page 18 38DHB0002UKDA - Issue 5 (12/00)
Client PC Set-up (Windows 95) Client PC Set-up (Windows 95) This section details the Client PC configuration as follows: 1. Install Windows 95. 2. Essential Windows 95 modifications for application. PC Configuration Install Windows 95 1. Insert Windows 95 CD ROM and Windows 95 Set-up Disk 1 and reboot the PC. 2. At the A:\ prompt, type X:, (X is the letter associated with the CD drive of the PC) and press Enter. 3. At the X:\> prompt, type Setup and press Enter. 4. Press Enter to continue. 5. From the Windows 95 Set-up Welcome screen, click Continue to begin set-up. 6. Click Yes to agree the software License Agreement. 7. At Windows 95 Set-up Wizard, 1) Collecting information about your computer click Next. 8. Select Directory C:\Windows, click Next. Select Typical, click Next. 10. Type the Certificate of Authority number, click Next. 11. Enter your name and Organisation, click Next. 12. Check Network Adapter, click Next. 13. Select Install the most common components (recommended), click Next. 14. Select "No, I don't want a Startup disk", click Next. 15. Click Next, 2) Copying Windows 95 files to your Computer. 16. Remove the floppy disk, 3) Restarting your computer and finishing Set-up, Click Finish. 17. From the Date/Time Properties screen, Set Time Zone to GMT London and click Apply and then click OK.. 18. Click Next and follow the instructions according to your printer requirements, to install the Printer driver 19. Once the printer is installed, click OK to restart the PC. 20. After the PC reboot, follow the instructions to install Internet Explorer. 21. From the Windows taskbar, click Start, point to Settings and select Control Panel. 22. From the Control Panel options, open Display, select Background tab and then change the Active Desktop wallpaper to None wallpaper. Click Apply. 23. Select the Web tab and then click to clear "View my Active Desktop as a web page". Click Apply. 24. Click OK. 38DHB0002UKDA - Issue 5 (12/00) Page 19
Client PC Set-up (Windows 95) PC Configuration Windows 95 Modifications Once Windows 95 is installed, you need to make the following adjustments to be able to run the application: Regional Settings The Regional Settings need to be changed from the default installation setting which is usually English(United States). 1. From the Windows taskbar, click Start, point to Settings and select Control Panel. 2. With the Control Panel open, select Regional Settings. The following screen appears: 3. From the Regional Settings tab select English (British), click Apply, click Yes to restart the PC. Page 20 38DHB0002UKDA - Issue 5 (12/00)
Client PC Set-up (Windows 95) PC Configuration Network IPX Frame Type This is only applicable if the site network uses IPX Frame Type. Otherwise configure the network according to the Site's Network. 1. From the Windows taskbar, click Start, point to Settings and select Control Panel. 2. With the Control Panel open, select Network. The following screen appears: 3. Click Add, the following screen appears: 4. Select Adapter and then click Add, the following screen appears: 5. Click Have Disk. 38DHB0002UKDA - Issue 5 (12/00) Page 21
Client PC Set-up (Windows 95) PC Configuration 6. Insert the Micronet Ethernet disk in the A: drive and click OK. When the following screen appears, click OK. 7. From the Network screen, click IPX/SPX compatible Protocol, click Properties, the following screen appears: 8. Tick "I want to enable NetBOIS over IPX/SPX". 9. Click the Advanced tab, highlight the Frame Type in Property, then from the Value drop-down list, select Ethernet II, as displayed in the following screen. Click OK. Page 22 38DHB0002UKDA - Issue 5 (12/00)
Client PC Set-up (Windows 95) PC Configuration 10. From the Network screen, click File and Print Sharing the following screen appears: 11. Click to select both options and click OK. 12. From the Network screen, click the Identification tab, enter the Computer name and Workgroup as required. 13. Click OK. 14. Ensure the Windows 95 CD is inserted, type X:\Win95, drive (X: is the letter associated with the CD-ROM drive of the PC). 15. Click OK to copy files from the CD-ROM. 16. When prompted, click Yes to restart the PC. 17. When prompted, enter User Name and the Password as required, click OK. 38DHB0002UKDA - Issue 5 (12/00) Page 23
Client PC Set-up (Windows 95) PC Configuration Change Device Manager 1. From the Windows taskbar, click Start, point to Settings and select Control Panel. 2. With the Control Panel open, select System. The following screen appears: 3. Select the Device Manager tab, the following screen appears: 4. Double click Other Devices. Click PCI Ethernet Controller, click Remove. 5. Double click Network adapters, click 32 Bit IO Mode PCI Ethernet Adapter and then click Remove. 6. Click OK. Ensure the Windows 95 CD is inserted in the DC ROM Drive, click Yes to restart the PC. 7. Follow the instructions to update the devices, when the PC is being rebooted. 8. Recheck the Network set-up of your site (e.g., If using IPX/SPX Protocol, repeat steps 7-9 in the Network IPX Frame Type section of this manual, see page 21). Note: If, during this configuration Version Conflict screen(s) appear(s), click Yes. Page 24 38DHB0002UKDA - Issue 5 (12/00)
Client PC Set-up (Windows 95) PC Configuration 9. Once the Network set-up is rechecked, from the System Properties screen, click Device Manager tab and the following will be displayed on the screen: 10. Click OK. 11. From the desktop, double click Network Neighbourhood, you will see a list of all the PCs within this network. Map Network Drive Sharing Server 1. From the Windows 95 desktop, click (using the right mouse button) Network Neighbourhood and select Map Network Drive. 2. Select a Drive (e.g. E:) and in the Path Type \\NOCSERVER\C, ensuring Reconnect at Logon is also checked as shown on the following screen: 3. Click OK. This enables you to share the Server files. 4. See "Protecting the Auto-Dial Database" on page 34 for instructions on connecting/protecting the Auto Dial Database. 38DHB0002UKDA - Issue 5 (12/00) Page 25
Overview Software Installation Software Installation Overview This section describes the procedures for installing the software for the INDeX NOCpro product on either a Windows NT or Windows 95 platform. There are two basic scenarios for installing : Both NOCpro Server and Client applications on a standalone PC The required sequence for installing is: 1. Install on a Windows NT platform only. 2. Install application 3. Install INDeX Access Manager (NOCpro Server) application WARNING Only installed when no other Access Manager application is installed 4. Where applicable, install INDeX PC BLF application (requires 32-bit Acc. Man.) 5. Reinstall Windows NT Service Pack 4 6. Restart your PC. applications on multiple PCs For the Server/Client scenario on multiple PCs the required sequences for installing are: On the Server PC: 1. Install on a Windows NT platform only. 2. Install application 3. Install INDeX Access Manager (NOCpro Server) WARNING Only installed when no other Access Manager application is installed 4. Where applicable, install INDeX PC BLF application (requires 32-bit Acc. Man.) 5. Reinstall Windows NT Service Pack 4 6. Restart your PC. On the Client PC(s): 1. Can be installed on either a Windows NT or a Windows 95 platform. 2. Install application 3. Where applicable, install INDeX PC BLF application Note: INDeX PC BLF must also be installed on the Server PC 4. Reinstall Windows NT Service Pack 4 5. Restart your PC Reinstalling NOCpro or Upgrading NOC to NOCpro The following instructions are applicable to both of these activities. However, before reinstalling or upgrading NOCpro you must protect your existing Auto-Dial Database. See "Protecting the Auto-Dial Database" on page 34 Page 26 38DHB0002UKDA - Issue 5 (12/00)
Installing (Windows NT) Software Installation Installing (Windows NT) The following two sequences of instructions are for the installation procedures required for installing the product. Perform the appropriate sequence for either single or multiple PC working. Installing both NOCpro Server and Client Applications on a Standalone PC This procedure is identical to that for Installing NOCpro Server Applications on a PC. See below. Installing NOCpro Server Applications on a PC 1. With Windows NT open and no applications running, check to see if an INDeX Access Manager is installed. Click the right hand mouse button on the Windows Start button, select Find and use either Access or INDeX to locate the Access Manager and, if installing BLF, the Delta server. NOCpro is compatible with Access Manager V31 and Delta Server V38 and above. The versions installed can be seen on the applications title bar. If either of the installed versions is lower than 1.0a31 for Access Manager and 1.0a38 for Delta Server they must be upgraded (use INDeX Application CD V1.0 or higher). Note and close menus. 2. Insert the NOCpro CD in the appropriate drive of the PC. The following screen will appear; otherwise open the CD drive and double click on the NOCpro icon. Select the required language for installation and click OK. After a short pause the following screen will appear. 3. Tick the / INDeX PC BLF box 38DHB0002UKDA - Issue 5 (12/00) Page 27
Installing (Windows NT) Software Installation 4. Only tick the INDeX ACCESS MANAGER (NOC SERVER) box if no other Access Manager is installed. WARNING If another INDeX Access Manager is already installed and/or an IVM cassette is fitted DO NOT install Access Manager (NOCpro). When other INDeX products (IVM say) contain an Access Manager that is already installed, the Access Manager (NOCpro) will override the other active Access Manager and hence disable the feature! See step one above. 5. Select Next and the following screen appears: 6. Select Next and the following screen appears: Select Yes. (See WARNING at step 4 above.) Page 28 38DHB0002UKDA - Issue 5 (12/00)
Installing (Windows NT) 7. The following screen appears: Software Installation Followed by : 8. You must restart you PC to complete installation and you must also reinstall the Windows NT Service Pack 4. See "Install Windows NT Service Pack 4" on page 17. Note: The Server PC should have been set up to AutoLogon (see page 16), if it has not, then you must Logon after restarting when the Logon menu appears. 9. If installed, the Access Manager (NOC Server) screen will appear. Minimise it. 10. If INDeX PC BLF was installed the Delta Server must be running on the Server PC. From the Windows Start button, select Programs INDeX CCM and double click on the Delta Server icon. Otherwise, right click on Start and use the Find menu to locate INDeX Delta Server. When it appears, minimise the Delta Server screen. 11. Install the Server applications on all Server PC(s) by repeating the steps above. 38DHB0002UKDA - Issue 5 (12/00) Page 29
Installing (Windows NT) Software Installation Installing NOCpro Client Applications on a Standalone PC(s) 1. Insert the NOCpro CD in the appropriate drive of the PC. The following screen will appear; otherwise open the CD drive and double click on the NOCpro icon. Select the required language for installation and click OK. After a short pause the following screen will appear. WARNING: Do not tick the INDeX ACCESS MANAGER (NOC SERVER) box 2. Tick the / INDeX PC BLF box Page 30 38DHB0002UKDA - Issue 5 (12/00)
Installing (Windows NT) 3. Select Next and the following screen appears: Software Installation Followed by: 4. You must restart you PC to complete installation and you must also reinstall the Windows NT Service Pack 4. See "Install Windows NT Service Pack 4" on page 17. 5. If INDeX PC BLF was installed the Delta Server must be running on either the Server PC, or the IVM casette, etc. At the Server PC and from the Windows Start button, select Programs INDeX CCM and double click on the Delta Server icon. Otherwise, right click on Start and use the Find menu to locate INDeX Delta Server. When it appears, minimise the Delta Server screen. 6. Repeat this procedure from step 1 for all other Client PCs. 38DHB0002UKDA - Issue 5 (12/00) Page 31
Installing (Windows 95) Software Installation Installing (Windows 95) The following two sequences of instructions are for the installation procedures required for installing the product. Perform the appropriate sequence for either single or multiple PC working: Installing both NOCpro Client and Server Applications on a Standalone PC Only install NOCpro Client and Server Applications together on a Windows NT workstation. See "Both NOCpro Server and Client applications on a standalone PC" on page 26) Installing NOCpro Client Applications on a Windows 95 PC 1. Insert the NOCpro CD in the appropriate drive of the PC. The following screen will appear; otherwise open the CD drive and double click on the NOCpro icon. Select the required language for installation and click OK. After a short pause the following screen will appear. 3. Tick the / INDeX PC BLF box Page 32 38DHB0002UKDA - Issue 5 (12/00)
Installing (Windows 95) 4. Select Next and the following screen appears: Software Installation Select OK 5. The following screen appears: 6. You must restart you PC to complete installation. 7. Install the required Client applications on any other Client PCs by repeating the steps above. 38DHB0002UKDA - Issue 5 (12/00) Page 33
Protecting the Auto-Dial Database Protecting the Auto-Dial Database Software Installation Reinstalling If reinstalling the Networked Operator Console () software, use the following instructions to retain the user's existing AutoDial Database. 1. In Explorer, open the Program Files folder and from the NOCpro folder click the filename NOCpro.mdb 2. Select Rename from the pop up menu. 3. Type NOCpro.bak and then press Enter. 4. Install the Networked Operator Console () software as detailed in "Installing (Windows NT)" on page 27. 5. After the installation, restart the Explorer again. Open the NOCpro folder from the Profiles folder. 6. Using the right hand mouse button, click the filename NOCpro.mdb and select Delete from the pop up menu. Ensure the correct file name is displayed, and then click OK. 7. Using the right hand mouse button, click the filename NOCpro.bak and select Rename from the pop up menu. 8. Type NOCpro.mdb and then press Enter. 9. From File menu, select Exit. Upgrading from NOC to If upgrading from NOC to software, use the following instructions to retain the user's existing Autodial database. 1. In Explorer, open the Opcon folder. Click the filename NOCpro.mdb 2. From the Edit menu, select Copy and open the Program Files and click Paste. 3. Install the Networked Operator Console () software as detailed in "Installing (Windows NT)" on page 27. 4. In Explorer, open the Program Files folder. 5. Click the filename autodial.mdb and then click Copy. 6. Open the Program Files and then the NOCpro folder. 5. From the Edit menu, select Paste. Rename NOCpro.mdb as NOCproold.mdb 5. From File menu, select Exit. Page 34 38DHB0002UKDA - Issue 5 (12/00)
Introduction The Busy Lamp Field (BLF) The Busy Lamp Field (BLF) Introduction The Networked Operators Console has the ability to display up to 100 extension users on a Busy Lamp Field. Before the BLF can be used both NOCpro and the Access Manager 32-bit must be running (see page 37). The Delta Server Software The Delta Server software may be installed on any Windows NT PC on the network and links the BLF with the INDeX and Access Manager. The Delta Server must be running before you can use BLF. Your INDeX must be running at Level 8.1 or higher to enable the Delta Server to communicate with the Access Manager. The BLF Screen Starting the BLF: 1. Ensure that both the NOCpro Server and the NOCpro are running (see page 37). 2. The Delta Server must also be running. On the Windows task bar, if the Delta Server icon is not shown select Programs, INDeX CCM and double click on the INDeX Delta Server icon. Minimise the Delta Server screen. 3. Click on Start in the Windows task bar. Select Programs, then click on INDeX PC BLF icon. 4. The BLF Screen will be displayed. Each of the tabs 1-5 displays up to 20 extension users. 38DHB0002UKDA - Issue 5 (12/00) Page 35
Using BLF with the NOCpro Console. To Add an Extension: The Busy Lamp Field (BLF) 1. With the BLF screen displayed, use your mouse to select the required key. 2. Press the right hand button on your mouse and then click the Assign option to display the Select Directory Numbers screen. 3. You may now select which user you wish displayed under your chosen key by highlighting the name or DN number. To Remove or Edit an existing entry 1. With the mouse chose the entry you wish to change and then right click the mouse. A pop up menu is displayed allowing you to Assign, Remove or Edit. You may then amend the BLF display, as you require. Using BLF with the NOCpro Console. You may use the BLF either just an indicator of the status of extension users or as an integral part of the Console. If the BLF button is Red this means the user is using the handset. In the space beside the BLF button the status of the phone, on divert etc., is displayed. By using the mouse you call an extension by clicking the BLF button for that user. Page 36 38DHB0002UKDA - Issue 5 (12/00)
Using Client for the First Time Console Customisation Console Customisation Using Client for the First Time When the Client is launched for the first time, the Access Manager must be running within the Startup menu. (See Explorer Profiles All Users Start Programs Startup.) All associated terminals (operator positions) must be identified. 1. From the Windows Start button, select Programs and. Double click on and the following screen appears: 2. Before completely opening, the following screen appears to enable you to associate a terminal with the Client/Server. 3. Enter the required Terminal directory number, click OK. You must ensure the same directory number has also been programmed within the INDeX Telephone System. 4. When fully opened, the following screen appears: 5. From the settings menu you can customise your console as described on the following pages. 38DHB0002UKDA - Issue 5 (12/00) Page 37
Changing the Date & Time Console Customisation Changing the Date & Time The console displays the date and time as set on the INDeX. Changing the console values also changes the INDeX clock settings. To change the date & time: 1. From the console screen, press Alt+S (Settings). 2. Press Alt+C (Config). The Time and Date screen is displayed. 3 Use the up down arrow to amend the time or the drop down box to amend the date. 4. When finished, press Alt+A (Apply) to save the changes or press Alt+C (Cancel) to exit without saving the changes. 5. If no other changes to configuration are required press Alt+O (OK). Page 38 38DHB0002UKDA - Issue 5 (12/00)
Changing the External Queue Labels Console Customisation Changing the External Queue Labels You can give each of the external queues a label name (other than their defaults of Ext.1, Ext.2 and Ext.3). To change the external queue labels: 1. From the console screen, press Alt+S (Settings). 2. Press Alt+C (Config). 3. Press Alt+Q (Queues) tab. The Queues screen is displayed. 4. Enter the label names required and amend the queue colours as required. Note that the console only displays approximately 11 characters 5. When finished press Alt+O (OK) to exit. 38DHB0002UKDA - Issue 5 (12/00) Page 39
Changing the Stand-by Settings Console Customisation Changing the Stand-by Settings You can change the threshold settings of the Standby mode allowing different consoles to restore to service with different numbers of calls queuing to the operator group. To change the threshold settings. 1. From the console screen, press Alt+S (Settings). 2. Press Alt+C (Config). 3. Press Alt+S (Standby Setting). The Standby Settings screen is displayed. Note: The Total Queued Calls Trip Level indicates the total number of all types of call queuing on the NOCpro. The other six independent queues are summed to make this total. 4. Settings may be amended as required. 5. When finished press Alt+O (OK) to exit. Page 40 38DHB0002UKDA - Issue 5 (12/00)
Changing the Console Ringing Changing the Console Ringing You can change the console ringer used to indicate new calls. To change the console ringing: 1. From the console screen, press Alt+S (Settings). 2. Press Alt+C (Config). 3. Press Alt+R (Ringer). This displays the Ringer screen. Console Customisation 4. Select the type of ringing required. 5. To exit, press Alt+O (OK) when finished. 38DHB0002UKDA - Issue 5 (12/00) Page 41
Configuring Call Annotation or Auto-Dial Console Customisation Configuring Call Annotation or Auto-Dial While talking to a caller, typing on the keyboard can have one of two effects: - Auto-Dial: Search the Auto-Dial database using the text that you type. - Call Annotation: Add the text that you type as a call annotation. To select Call Annotation or Auto-Dial: 1. From the console screen, press Alt+S (Settings). 2. Press Alt+C (Config.) 3. Press Alt+K (Keyboard Action) 4. Select either Caller Annotation or Auto Dial. 5. If you wish to amend or define the user definable fields (used for DDI, fax Nos., e-mail addresses, etc.) press Alt+A (Auto-Dial). 6. Amend as required and press Alt+O (OK) to exit Page 42 38DHB0002UKDA - Issue 5 (12/00)
Changing the Associated Terminal Console Customisation Changing the Associated Terminal The Network Operator Console can be associated with any display phone on the INDeX telephone system. The associated phone provides the speech path for handling operator calls. Caution: Changing a console's associated telephone will require reprogramming of INDeX. Only an approved system maintainer should perform this programming. To receive calls the directory number of the associated terminal must also be programmed into the operator group (and any previous number removed). To change the associated terminal: Ensure that you have taken the console out-of-service, by pressing F6. WARNING: Do not do this whilst on a call. 1. From the console screen, press Alt+S (Settings). 2. Press Alt+n (Connections). 3. Press Alt+A (Associated Terminal). This displays a dialogue box, which tells you the currently associated terminal number. 4. Press Alt+Y (Yes) only if you want to change the associated terminal, otherwise press Alt+N (No). 5. Enter the directory number of the terminal (a DT-3/4/5 or TT-3/5) to associate with the console. Then press Alt+O (OK), otherwise press Alt+C (Cancel). 6. The console program automatically closes. Restart the console (see page 37). 38DHB0002UKDA - Issue 5 (12/00) Page 43
Changing the Console Language Changing the Console Language You can switch the console to your preferred language. Console Customisation To change the console language: 1. From the console screen, press Alt+S (Settings). 2. Press Alt+L (Languages). A menu of the languages available appears. 3. Move the cursor over the language required and when it is highlighted release the mouse button. The Options choice displays a menu of buttons from which to make the language selection. Note: If the console does not have all the phrases it needs in the language you select, it will prompt you to enter the text each missing phrase. Page 44 38DHB0002UKDA - Issue 5 (12/00)
Customising the Console Profile Console Customisation Customising the Console Profile Multi-users of the console can customise the size and shape of the console screen to their preferred profile. To customise the console profile: 1. With the console screen displayed, use the mouse to change the screen profile, e.g. to full screen, half screen, etc. 2. From the console screen, press Alt+P (Profile) 3. Press Alt+S (Save), Alt+n (Save as new) and name the personalised screen profile. 4. To exit, press Alt+O (OK) when finished. To select a personalised console profile: 1. From the console screen, press Alt+P (Profile) 2. Press Alt+L (Load) and then select the named personal profile you wish to use. 4. To exit, press Alt+O (OK). Find Server/Locate File You can display the location of the Server (Access Manager) available to you. You can also display the location of the NOCpro Database file. These options are meant for engineer's use only. To find the Server: 1. With the Console screen displayed, press Alt+S, Alt+N followed by Alt+S. The Find Server screen is displayed To locate the NOCpro file: 1. With the console screen displayed, press Alt+S, Alt+C followed by Alt+D. The Locate File screen is displayed. 38DHB0002UKDA - Issue 5 (12/00) Page 45
Overview TCP/IP Networking TCP/IP Networking Overview The process of configuring the Server PC to use TCP/IP consists of the following stages. Summary 1. Check the TCP/IP settings required (these should be supplied by the customer Network Manager). 2. Re-configure Client PC to TCP/IP. 3. Allow the Server PC and Client PCs to restart and then check the connection. 4. Remove any former network protocol if required by the customer's Network Manager. TCP/IP Settings Required The customer's Network Manager must supply the full range of settings. The key settings are: If using DHCP: DHCP server address. If using a fixed IP address: IP Address. Subnet mask. Default gateway. Page 46 38DHB0002UKDA - Issue 5 (12/00)
Changing a NOCpro Server/Client PC to TCP/IP Changing a NOCpro Server/Client PC to TCP/IP TCP/IP Networking Configuring TCP/IP on Windows NT4 The following process may require you to have the original Windows NT4 Workstation CD available. It will also require the PC to be restarted after completion. The following procedure applies to both Server PC and the Windows NT Client PC. 1. Right-click the Network Neighbourhood icon and select Properties. 2. Click the Adapters tab to check that the PC's network card is listed. If the network card is not shown, refer to the manufacturers supplied information for correct installation. 3. Click on the Protocols tab. Check that TCP/IP Protocol is shown. If not shown then use the process below to install the protocol. Click on Add and select TCP/IP Protocol. After installation the list of protocols should include TCP/IP Protocol. 4. Click on the Bindings tab, then return to the Protocols tab. 5. Highlight TCP/IP Protocol and click on Properties. Add the settings specified by the customer's Network Manager and then click on OK. 6. Click OK and allow the PC to restart. Configuring TCP/IP on Window 95 The following process may require you to have the original Windows 95 CD available. It will also require the Client PC to be restarted after completion. 1. Right-click the Network Neighbourhood icon and select Properties. 2. Check to see that the PC's network card is listed. If the network card is not shown, refer to the manufacturers supplied information for correct installation. Note: If intending to use NSM with an NE2000 compatible network card you should complete the following actions. Select the card and then Properties. Under Driver Type ensure that Real Mode 16-bit NDIS driver is selected. 3. Check that TCP/IP is shown. If not shown use the process below to add the protocol. Select Add, then select Protocol and select Add again. From the Manufacturer's list select Microsoft. From the Network Protocols list select TCP/IP. Click on OK and follow any instructions given. 4. Highlight TCP/IP and click on Properties. Add the settings specified by the customer's Network Manager and then click on OK. 5. Click OK and allow the Client PC to restart. 38DHB0002UKDA - Issue 5 (12/00) Page 47
Removing Previous Protocols TCP/IP Networking Removing Previous Protocols The customer's network manager may want all other existing network protocols removed from the Server PC. If that is the case use the following steps on both the Server PC and the Client PC (do not do this until you have successfully established TCP/IP connection between the Server PC and a Client PC set to TCP/IP): 1. Right-click the Network Neighbourhood icon and select Properties. 2. Click on the Protocols tab. Check that TCP/IP Protocol is shown. If not shown then use the process below to install the protocol. 3. Highlight any protocols not required and then click on Remove. 4. After removing all extra protocols, click on the Bindings tab, wait as the Binding configuration is checked and then return to the Protocols tab. 5. Click OK and allow the PC to restart. Page 48 38DHB0002UKDA - Issue 5 (12/00)
Index Index A Associated terminal 43 Auto dialer database 37 Auto-Dial Configuring 42 B Busy Lamp Field 35 C Call annotation active 42 Change queue names 39 Change terminal 43 Client PC Win95 INDeX NOC 26 Install 19 Map Network Drive 15, 25 Modifications 20 Network Settings 21 Regional Settings 20 System Settings 24 Client PC WinNT INDeX NOC 26 Configuration Client PC Win95 19 INDeX NOC Server PC 5 Server PC 7 Console Customisation 37 Associated Terminal 43 Auto-Dial/Call Annotation 42 Date & time 38 Language 44 Profile 45 Queue Labels 39 Ringing 41 Standby Settings 40 Console Ringer 41 D Date & time 38 E Edit queue labels 39 I Incoming Queue Number 6 INDeX Programming 6 Software 3 Install Reinstall INDeX NOC 34 Introduction Client PC 19 Server PC 7 L Languages 44 Level 7.2.3+ software 3 N Network setup (TCP/IP) 46 P PC Console Red Alert 6 Q Queue names 39 Queue Number 6 S Server PC Event Log 13 Guest Account 12, 13 INDeX CCM 26 INDeX NOC 26 Install Windows NT 7 Network Settings 11 Regional Settings 9 Sharing Hard Drive 14, 15 Virtual Memory 10 Windows NT Modifications 9 Service Pack 3 Server PC 17 Setup TCP/IP 46 Software Applications Server PC 26 Software level 3 Specification Client PC 4 Server PC 4 Software 4 Switching the Console Ringer On/Off 41 T TCP/IP 46 Terminal 43 Timeouts 6 U Upgrade to INDeX NOC 34 38DHB0002UKDA - Issue 5 (12/00) Page 49