Toshiba STRATA CIX Effective Call Center Management, Installation Manual

Page 1: ...Installation Guide Automatic Call Distribution Effective Call Center Management CIX S T R A T A IMPORTANT Installing Technician Please read the entire contents of this Guide before starting installation ...

Page 2: ...special incidental indirect or consequential damages whatsoever or claims of third parties regardless of the form of any claim that may result from the use of this document THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE WHETHER EXPRESSED OR IMPLIED THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT N...

Page 3: ...Y RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE HOWEVER...

Page 4: ...g the malfunc tion by TAIS or its authorized dealer with new or refurbished parts at their option If TAIS or one of its autho rized dealers does not replace or repair such parts the retail customer s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective and which are returned to TAIS through one of its authorized dealers within the wa...

Page 5: ...ed by the warranties provided through the original manufacturer and passed on intact to the purchaser by Toshiba Customers should consult their product documentation for third party warranty information specific to third party products More information may also be available in some cases from the manufacturer s public website While Toshiba offers a wide selection of software hardware and periphera...

Page 6: ...e 4 Prepare Strata CIX Program the CIX Perform all of the steps under Step 2 p Assign Pilot DNs p Assign Music Sources p Assign Announcement Ports p Set up IPT DKT Feature Support p Set up LAN CAUTION Agent phones and phones controlled monitored by Call Manager should not have any appearances of shared DNs of other extensions Do not use CO lines Pooled lines or Group CO GCO buttons in any CIX syst...

Page 7: ...oice mail system are located in the appropriate nodes p Refer to the PC manual for installation procedures for the computer p Refer to Chapter 2 of this manual to configure the voice boards for the ACD PC p Optional Strata Unifier dongle for Network ACD 3 Prepare ACD PC p Refer to Chapter 2 Dialogic Board Installation and perform all of the steps under Step 1 p Set up PC for Networking p Connect V...

Page 8: ...work ACD software p Insert the Call Center Solutions Application Software and Documentation Library CD ROM into the CD ROM drive p Install the following software from the CD If the newer software is on Toshiba FYI please download and use the new one p Toshiba Net Server p Toshiba ACD p Toshiba VA Voice Assistant 7 Install and Configure Voice Board Software Install Dialogic Driver software from Dia...

Page 9: ... ACD 2 Chapter 2 Software Installation Strata CIX ACD Software 5 Strata Unifier Network ACD Optional 6 Install from CD ROM 6 Strata Unifier Application 7 Install Optional Software Clients 9 Set Up Optional Software 9 Chapter 3 Configuration of the ACD System Prior to Installation 11 Chapter 4 Dialogic Boards Connecting Voice Board s to Telephone Lines 23 Voice Board Software 25 Voice Boards D 4PCI...

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Page 11: ...gic Board Installation The chapters cover the following major steps for installing ACD Installation with HMP Licenses Prepare Strata CIX Configure ACD Server Components Install Optional Software Client Set Up Optional Software Installation with Dialogic Boards Prepare ACD PC License s Prepare Strata CIX Install Software Configure Voice Board Software Set Up Net Server Install Optional Software Cli...

Page 12: ...t followed closely Arial Bold Represents telephone buttons Courier Shows a computer keyboard entry or screen display shows a multiple PC keyboard or phone button entry Entries without spaces between them show a simultaneous entry Example Delete Enter Entries with spaces between them show a sequential entry Example 5 Tilde Means through Example 350 640 Hz frequency range See Figure 10 Grey words wi...

Page 13: ... back of the document s title page User Guides and Manuals Strata CIX ACD Call Center Solutions General Description Strata CIX ACD Agent Supervisor User Guide Strata CIX ACD System Administrator Guide Strata CIX IPT DKT Telephone User Guide Net Server Administrator Guide Voice Assistant System Administrator Guide Level2 OAI Service Call Router Installation Manual For authorized users Internet site...

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Page 15: ...IER10 Strata Unifier license to support up to ten Strata CIX nodes Important To run Network ACD applications Strata Unifier must be running on the ACD server MAS Systems Important All references to the Media Application Server MAS in this book refer to the 1U 2U MAS and MicroMAS unless specified otherwise The procedures below are required to generate licenses for MAS To generate a license from FYI...

Page 16: ...t dongle Based on the type of dongle received install the key to the appropriate computer port USB or printer port License s Generation for Strata ACD You must obtain a valid license for the ACD software modules that you will install For this process you will need the Order Number the CIX processor card serial number CIX670 CIX200 CIX100 or CIX40 processor part number and the ACD key dongle serial...

Page 17: ...SKE Call Center section of the Software Strata Sys MIS software on FYI Important For Network ACD TASKE must be installed on a separate dedicated PC Insight License If you are installing Insight fax an order to your Toshiba Customer Service Representative Once your order is processed Toshiba will fax an activation code to you The procedure for applying the activation code is described in Upgrade se...

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Page 19: ...ense is purchased download the software from FYI to install Important Do not use the CD ROM to install the software for the Media Application Server Please download the appropriate software from FYI 1 Insert the Toshiba ACD CD ROM in the CD DVD drive of the PC 2 Install the following software one by one in the order listed below Please follow the instruction on the screen of each installer Toshiba...

Page 20: ...net FYI Install from CD ROM 1 Insert the Strata Unifier software CD ROM in your computer CD ROM drive 2 Click Next on the InstallShield Wizard for Unifier shown right 3 Click I accept the terms of the License agreement radio button then click Next 4 Enter your User name and Company Name then click Next The Setup status window displays 5 Click Yes I want to restart my computer now radio button Impo...

Page 21: ...e with the Level2OAI of ACD Note This port must be different than the Port number assigned for ACD in the CIX I O Device programming To Add Nodes 1 Click the Add Node button A Node dialog box displays 2 Enter the Node ID Address and Port then click OK Important The Add Node button is disabled if You do not have the Unifier license You assign more nodes that what the system is licensed for To verif...

Page 22: ... i e a switch Identifier Indicates the Node ID Status Monitors the status of the node to the Unifier connection There are four states Out of Service Connecting Running and Stalled Note See State Diagram on following page Maximum Delay ms Indicates the longest time interval between a pair of CSTA events for two nodes Network Delay Calls Indicates the number of times congestion occurred to ACD appli...

Page 23: ... to client PCs Choose to Reboot at the end Set Up Optional Software Several optional modules may be used in conjunction with Strata ACD or independently from Strata ACD Refer to the installation or setup manual that comes with the module Out of Service no TCP IP connection Connecting TCP IP established Running CSTA established Stalled lost CSTA connection Attempting TCP IP Handshake Success Node i...

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Page 25: ... up the PC The Windows 2000 or Windows XP desktop displays Go to My Computer and Network Neighborhood to name the PC and enable the Network Interface Card s to use the TCP IP protocol You also need to enter the static IP address provided by the customer s Network Administrator Step 2 Prepare Strata CIX The Strata CIX provides an intelligent link for controlling calls using external software This L...

Page 26: ...the CTI sessions license Important For Network ACD all CIX systems connected to the Strata Unifier must have a LIC ACD license Step 2B Assign Pilot DNs Strata CIX provides a type of Phantom Directory Number Pilot where calls can be directed Calls arriving at this Pilot DN are monitored by the CTI application for action by the assigned software module You will need to define a Pilot DN for each ACD...

Page 27: ...seconds each announcement is expected to take and divide by the repeat interval music time announcement time For example if an announcement averages 10 seconds each repeating every 60 seconds and up to 28 calls are expected in queue sum of all queues at any point in time then the number of ports needed is 28 x 10 60 10 4 ports Notes Announcement ports should not have any hunting arrangements If ca...

Page 28: ...o be used by ACD Agents and Supervisors with buttons that make feature access easy From eManager click Advanced Configuration Station Assignments to make feature button assignments on the telephone Notes Agent Supervisor phones must use a DN that does not have appearances on other telephones nor can they have any type of hunting arrangement CAUTION Agent phones should not have any appearances of s...

Page 29: ...ur local network 2 Make sure that you have a Strata CIX license to use a LAN port for connecting to the CTI PC 3 From eManager click Advanced Configuration System I O Devices and configure Program 803 and enter the following FBs to establish of one of the system ports for use as a LAN port FB00 Choose the one available from 200 CTI 0 208 CTI 8 FB01 Choose LAN In eManager in the box below FB00 assi...

Page 30: ...r must be installed and setup so that Net Server can be properly configured in Step 3B See Software installation of Strata Unifier Network ACD Optional on page 6 Step 3B Set Up Net Server After you install the ACD software and optional software modules and you reboot the PC you can make the final connections Each Dialogic port needs a station connection to the Strata CIX and a LAN connection betwe...

Page 31: ...license value listed in the screen Important Please note that the purchased license may not work if other non purchased items are activated SFES total points contains a combination of the following Call Router 75 points Database Assistant 110 points Net Server 40 points Voice Assistant 22 points per Voice Assistant port DFES points represent 22 points per Net Phone user T_AD points represent Strat...

Page 32: ... provides the communications link with the PBX Click Start Programs Toshiba Netserver Components Levela20AI Service 3 Ensure Status is running The Service has four tabs screen below Status Events Devices and Nodes Make sure that the PC is communicating with Strata CIX or for Network ACD with the Unifier software On the Status tab if the two LEDs are green a connection has been established with Str...

Page 33: ...ones that are listed without displays will get audible tones in place of LCD messages for prompting to enter information Notes This data must agree with button assignments made earlier in DKT Feature Support Click eManager Advanced Configuration Station Key Programming Even when using a Phantom DN to log in the PDN must be entered here 6 Define Add on module or DSS consoles to be used for Agents I...

Page 34: ... that the VA Server Status tab has a green light indicating a connection to the Net Server Use OAI Integration should be checked and the OAI Link should have a green light 4 Set up VA log files Open the Voice Assistant window usually from the Start menu or by clicking the icon Select Setup Show Events Right click on an open area Select Set Log Sizes Toshiba recommends these values Scroll Buffer 10...

Page 35: ...n shown at right If Network ACD is being programmed assign the Node number of the MIPU LIPU If this is a non network ACD and ACD and Stratagy voice mail is running on the MAS make sure that port assignment is not overlapped The general convention is to use first ports for voice mail and last ports for ACD After the IP address and Node number is set or changed the port must be restarted by unchecki...

Page 36: ...lick on an open area in the window Select Set Log Sizes Toshiba recommends these values Scroll Buffer 1000 lines File Buffer Size 10 128 Kbytes No Files 12 files Right click on Start Log and define the path to save the file 4 Open Strata ACD Administrator Go to the Start button and select Programs Toshiba Strata ACD Administrator This administration program provides the screens for defining the Ag...

Page 37: ...lephone does not function when directly attached to the board jack Depending on the hardware configuration you may need one or all of the following procedures D 41PCI D4PCIUF Connect each of the board jacks to a PBX or CO line using RJ11C connectors and cables See figures shown below for channel assignments Rear Bracket on Board Channel 1 Channel 2 Channel 3 Channel 4 To PBX or Public Telephone Ne...

Page 38: ...a E 6 2 g n i R 5 1 p i T 4 1 g n i R 3 2 p i T 2 1 l l a c e R h t r a E 1 2 l l a c e R h t r a E 6 2 g n i R 5 1 p i T 4 1 g n i R 3 2 p i T 2 1 l l a c e R h t r a E 1 2 l l a c e R h t r a E 6 2 g n i R 5 1 p i T 4 1 g n i R 3 2 p i T 2 1 l l a c e R h t r a E 1 4 l e n n a h C 3 l e n n a h C 2 l e n n a h C 1 l e n n a h C 1 J 2 J 3 J 4 J 6 5 4 3 2 1 6 5 4 3 2 1 T E K C A R B R A E R 6 5 4 ...

Page 39: ...logic s PCI boards 1 From Windows click Start Programs Intel Dialogic System Software Dialogic Configuration Manager DCM The DCM Main screen displays sample shown right 2 Right click on the installed board and select Properties The Properties screen for the board displays 3 To change the firmware setting select the Misc Tab and highlight FirmwareFile 4 From the drop down menu in the Value field se...

Page 40: ...ly the assignment of device names may change during the next system start up Also PCI boards that use ID 0 for the geographical numbering sequence will be numbered before boards that use board IDs I F Board Numbering Important All boards must be set to the factory default of 0 Analog Voice Boards D 4PCI D 4PCIUF Check rotary switch SW1 shown below to verify that it is set to 0 Table 4 1 D 4PCI D 4...

Page 41: ...set hookswitch state for start up J1 J6 RJ14 connectors Problem Description Suggestions Dialogic Service will not start Check Windows 2000 System Event Viewer for log entries with dlcg_log listed as the Source for causes of non start If one or more Dialogic boards are installed make sure Each board has a different board offset or ID Board IRQs have been set correctly per this Installation Manual J...

Page 42: ...ecom toshiba com 2007 Toshiba America Information Systems Inc Printed in U S A Stratagy is a registered trademark of Toshiba America Information Systems Inc Strata is a registered trademark of Toshiba Corporation Specifications subject to change without notice Some features require optional hardware to support full capabilities ...