Chapter Seven, Customer Call Reporter (CCR) Module One – CCR Features and Installation

1. Chapter Seven,Customer Call Reporter (CCR)Module One – CCR Features and Installation

2. Customer Call Reporter Overview IP Office Customer Call Reporter is Avaya’s web server based contact center product designed for a single server without the need for any client software deployment featuring: • Real time Call Center activity monitor and historical reporting • Microsoft server based with thin client (web browser) client connections • Six reporting templates provide drag and drop and user defined filter functionality • Three customizable Supervisor views and summarized Agent views • Report Scheduler • Supports up to 30 Supervisors and 150 Agents

3. Functional Components

4. Supported Languages • For browser access and reports the supported languages are: • For embedded help the languages are: • Brazilian Portuguese • English • German • Italian

5. Web Browser Support • IP Office Customer Call Reporter was designed and tested the listed web browsers: • The following browser features must be enabled: • Javascript enabled. • Pop-ups allowed. Required for  report viewing, real time graph and help windows. • If audio for alarms has been enabled, an audio plugin is required for user's browsers. Use Windows Media Player or Quick Time.

6. Additional Considerations • Phone Support : IP Office Customer Call Reporter is currently not supported with T3 Series and T3 IP Series phones. It is also not supported with non-Avaya H323 phones or SIP extensions. • Citrix Support: Supervisor and agent browser access to IP Office Customer Call Reporter from Citrix clients is supported. This does not include support for installation of the IP Office Customer Call Reporter application on the Citrix sever. IP Office Customer Call Reporter browser access has been tested with Citrix MetaFrame Presentation Server Client 4.0. • Windows Media Player Support: When using a browser other than Internet Explorer, Windows Media Player may be supported by the addition of the Firefox Windows Media Play plugin.

7. Pre-Installation Process • IP Office Customer Call Reporter Server PC Requirements • Information Requirements • Software Requirements • Windows .NET Updates • IP Office Connection • IIS Setup • SMTP Email Testing • MS-SQL 2005 Express Edition Installation • MS-SQL Service Configuration

8. Installation Process • IP Office Customer Call Reporter Software Installation • IP Office Customer Call Reporter Administrator Creation • Edit the IP Office Switch Selection • Firewall Settings • IP Office Customer Call Reporter License Installation • Agent and Queue Configuration • Network Printers

9. Server PC Hardware Requirements The following are the recommended minimum requirements for the PC hosting any components of the IP Office Customer Call Reporter server application. If installing a licensed edition of MS-SQL 2005 on the IP Office Customer Call Reporter server PC the separate requirements of the MS-SQL 2005 must be met.

10. Information Requirements • In addition to general customer details, the following information should be obtained before attempting to install IP Office Customer Call Reporter. • CCR Installation and CCR User Guide • Review relevant Technical Tips and Bulletins • IP Office System information • CCR Server PC Administrator credentials and IP address • SMTP email details • Database information • IP Office configuration details (Supervisor, Agent and Hunt Groups Note:Please review the checklist in the CCR Installation manual.

11. Software Requirements • A number of software items are required to complete the IP Office Customer Call Reporter installation. These are not all provided as part of the IP Office Customer Call Reporter installation package and so you should ensure that you have all the items listed below before proceeding with installation. • IP Office Administration CD / application • Windows Operating System (if IIS has not been installed) • Microsoft Software Updates • MS-SQL 2005 • Avaya IP Office Customer Call Reporter Software Note:Please review the checklist in the CCR Installation manual.

12. IP Office Connection • IP Office Customer Call Reporter can use an existing IP Office service user account, however Avaya recommends a specific account is created on the IP Office system so that the accounts purpose is clearly identifiable. • This account will be used during the CCR software installation.

13. IIS Web Server Requirements • IIS V6 or higher. • It is important that IIS is installed and running before any .NET software packages are installed as these will install additional components if they detect IIS on the server. • The ASP.net option for the IIS server must be set as Allowed. • IP Office Customer Call Reporter only supports installation on an IIS server running its default web site on port 80. • IP Office Customer Call Reporter uses web.config files that are installed in its own CCR virtual directories under the IIS default web server root. If another application erroneously installs a web.config file in the IIS default web site's root directory, that web.config will affect all other applications using the IIS including IP Office Customer Call Reporter.

14. Testing IIS Connections • On the IP Office Customer Call Reporter server PC start Internet Explorer and enter the address http://127.0.0.1 • If IIS is running it should respond with a web page, even if it just lists the web site as "Under Construction". • From another PC on the customer network, start Internet Explorer and enter http://<CCRServer> where <CCRServer> is the domain name of the CCR server. • If IIS is installed and can be accessed from other computers on the network, verify ASP.NET services are allowed in the Internet Information Services (IIS) Manager.

15. Windows Software Updates • The following items are all required and must be pre-installed on the IP Office Customer Call Reporter server before the IP Office Customer Call Reporter application is installed. If IIS is running it should respond with a web page, even if it just lists the web site as "Under Construction". • NET 3.5 Service Pack 1 (dotnetfx35.exe) • Microsoft .NET Framework 3.5 Family Updates (KB959209) • NDP20SP2-KB958481-x86.exe • NDP30SP2-KB958483-x86.exe • NDP35SP1-KB958484-x86.exe • Visual J# 2.0 Runtime (vjredist.exe)

16. Database Requirements IP Office Customer Call Reporter can use the following versions of Microsoft SQL (MS-SQL) as its database for storing information: • Microsoft SQL 2005 Express EditionThis is the free to use edition of MS-SQL 2005. • Microsoft SQL 2005The licensed version of MS-SQL 2005 is available in a number of different editions (Workgroup, Standard, Enterprise and Developer). The licensing for these is done using Microsoft licenses, not IP Office licenses. • Regardless of which edition of MS-SQL 2005 is used it must be installed before the IP Office Customer Call Reporter components are installed.

17. Database Comparison • The following general criteria can be used to determine which version of Microsoft SQL is required for an installation. • [1] A database size limit is defined as part of the database configuration. • [2] For MS-SQL 2005 Express Edition the database size limit is fixed. For other editions IP Office Customer Call Reporter is able to adjust the size after giving a warning. See below for details. • [3] The minimum server RAM depends on the particular licensed edition of MS-SQL 2005.

18. Distributed Installation • Typically this type of installation would be used when the customer already has a server PC with a licensed edition of MS-SQL 2005 installed.

19. MS-SQL 2005 Installation overview • MS-SQL 2005 must be installed before installing the IP Office Customer Call Reporter application components. • If using MS-SQL 2005 Express Edition it must be installed on the same PC as the CCR application. • The details for installing the MS-SQL 2005 Express Edition are located on the Customer Call Reporter Installation Manual. • If using a licensed edition of MS-SQL 2005 on a separate PC, the full CCR application must be installed on the SQL server to create the CCR database and then uninstall the CCR application. Uninstalling the CCR application does not remove the CCR database. (see Distributed Installation for more information)

20. License Requirements • IP Office R6.0 system must have a Preferred Edition license and: • An Advanced Edition license… or • A legacy CCR Supervisor license … or • A CCC Supervisor and CCR CCC Upgrade license • At least one Customer Service Supervisor license is required. • The license is available in 1, 5, 10, 15 and 25 supervisor versions. • Multiple licenses can be added to achieve the number of supervisors required up to 30 supervisors • Each license instance also enables enables 1 wallboard account.

21. Additional Licenses • Customer Service Agent • The license is available in 1, 5, 10 and 50 agent versions. • Multiple license can be added to achieve the number of agents required up to the maximum of 150 agents. • CCR CCC UPG: Allows existing CCC licenses to be used for IP Office Customer Call Reporter. • CCC Server - Enables 1 supervisor, 1 wallboard and 5 agents. • CCC Supervisors - Enables the equivalent number of supervisors and the equivalent number of wallboards. • CCC Agents - Enables the equivalent number of agents.

22. SMTP Email Testing • An SMTP email server is required for the emailing of reports and use of the forgotten password function and should be tested. • Start a command line window by selecting Start | Run and entering cmd. • Type Telnet <SMTPserver> 25. • The expected response is an SMTP reply code 220 indicating that the service is ready. For example: 220 <SMTPserver> ESMTP server ready. • If a positive response is received, enter quit to close the telnet connection to the SMTP server.

23. Customer Call Reporter Installation • Insert the disk containing the IP Office Customer Call Reporter software or browse to its location. If the installation does not auto-start double click on the IPOCCRsetup.exe file. • When completed, the welcome menu appears. Click Next. • Click Next on the Choose Destination Location.

24. CCR Installation - continued • Click Next on the Select Features window: • When installing on the same server PC as the MS-SQL, select the IPOCCR Database component. • When installing on a different server PC than the MS-SQL, do not select the IPOCCR Database component. • All other components must be installed on the  IP Office Customer Call Reporter server PC hosting the IIS application.

25. CCR Installation - continued • Click Next on the IPOCCR Component Reference screen. • The Database Server window opens. • Select SQL Server authentication and enter: • Login ID: sa • Password: Enter and confirm a strong sa logon password. Click Next.

26. CCR Installation - continued • The Logon Information window opens. • Enter a name and password of an administrator rights account on the server PC. The Browse button can be used to select an existing account name (e.g. AU\Voicemail). Click Next. • The Start IPOCCR Installation window opens, Click Back to make changes or click Next to start the installation

27. CCR Installation - continued • Select Yes when the Avaya CCR Manager Database Login window opens. • When the installation is complete the 'InstallShield Wizard Complete' window opens. Click Finish. • If installation has been successful the default web browser on the server should start and display the IP Office Customer Call Reporter menu for setting up the IP Office CCR Reporter administrator account.

28. CCR Administrator Creation When the IP Office Customer Call Reporter software installation is completed, the servers default browser is run. The page that appears after a minute is the Create Administrator page. There is only one administrator account and only one person can log on as an administrator at any time. • Enter the administrator details and click Create.

29. Editing the IP Office Switch Selection Unless the IP Office is using the default settings, the status will show as Disconnected following the installation of CCR. • Click Modify • Enter the IP Office IP address and Service Account user (e.g. CCRAdmin) information and click Update.

30. Firewall Settings • If the server is running a firewall then traffic on some additional ports may need to be allowed. • The file avayafw.bat can be used to open up the necessary firewall exceptions for IP Office applications. The file can be downloaded from: • http://marketingtools.avaya.com/knowledgebase/tools/firewall