Manuel d'utilisation / d'entretien du produit 40DHB0002USBG du fabricant Avaya
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Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001).
Contents Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Page 2 Introduction ................................................................................................................... .................
Introduction General Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 3 Introduction General Compact Contact Center Modules (CCC) provide the user with the necessary tools to facilitate the management of call traffic.
Introduction Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 4 Overview Compact Contact Center provides the user with the necessary tools to facilitate the management of call traffic.
Introduction System Specification Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 5 System Specification The Server PC will support up to 5 Clients. The Operating System on the Server PC can be either Windows 2000 server or Windows NT Server 4.
Introduction System Specification Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 6 Connecting the CCC Server The LAN provides connection between the IP400 and the CCC Server. It will support 10/100 Mbps connection.
Introduction Limitations Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 7 Limitations 15 Agent Systems and below The Compact Contact Center Manager comprises a suite of tightly integrated Contact Center Modules installed on a CCC Server PC platform running Windows 2000 or NT4.
Introduction Limitations Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Introduction • Page 8 Systems above 15 Agents Due to the traffic demands of contact centers above 15 agents, the Report Server and Wallboard Server must reside on a dedicated PC.
PC Configuration Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 9 PC Configuration Overview The Server PC requires a 4 GB partition for the software applications. The remaining of the hard drive is used for the Archiver database.
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 10 Server PC Setup – NT4 1. Windows NT Server 4.0 Modifications On a machine with Windows NT4 already installed, you need to check the following settings.
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 11 2. Partition the Disk 1. From the Windows Taskbar, click Start , point to Programs , point to Administrative Tools (Common) and click Disk Administrator .
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 12 3.
PC Configuration Server PC Setup – NT4 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 13 4. Install Database Application If SQL 2000 is to be installed instead of MSDE, please go to the section "4.
PC Configuration Server PC Setup – Windows 2000 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 14 Server PC Setup – Windows 2000 1.
PC Configuration Server PC Setup – Windows 2000 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 15 4. Partition the Disk 1. Click the right mouse button on the My Computer icon. Select Manage 2.
PC Configuration Client PC Se tup - Window s NT Workstation Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 16 Client PC Setup - Windows NT Workstation 1.
PC Configuration Client PC Setup - Window s 95 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 17 Client PC Setup - Windows 95 1. Windows 95 Modifications On a machine with Windows 98 already installed, the following settings are required: 1.
PC Configuration Client PC Setup - Window s 98 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 18 Client PC Setup - Windows 98 1.
PC Configuration Client PC Setup - Window s 2000 Professional. Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/ 14/2001) PC Configuration • Page 19 Client PC Setup - Windows 2000 Professional.
Install CCC Applications Installing CCC Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Install CCC Applications • Page 20 Install CCC Applications Installing CCC This section describes the procedures of installing the software for the Compact Contact Center suite.
Trouble Shooting CCC Installation Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 ( 11/14/2001) Trouble Shooting • Page 21 Trouble Shooting CCC Installation 1. Whenever anything is loaded from the I386 directory on a Windows NT4 installation CD, re-installation of NT4 Service Pack 6a is NECESSARY .
CCC User Access Starting CCC User Access Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) CCC User Access • Page 22 CCC User Access Starting CCC User Access To log on using CCC User Access: 1. Double click on the CCC User Access Icon showing at the bottom right of the screen .
Change Server PC Name Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 23 Change Server PC Name Overview It is vital that the Server PC used to run the CCC modules is called ARCHIVERSQL whilst installing the applications.
Change Server PC Name NT4 Server PC Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 24 Change ODBC Settings Ensure you perform the following procedure for both the SDXArchiver and SDXRepository System Data Sources.
Change Server PC Name Window s 2000 Server Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Server PC Name • Page 25 Windows 2000 Server Change Server PC Name Make sure that there are no programs running on the server then follow the instructions below.
Change Client PC Names General Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Client PC Names • Page 26 Change Client PC Names General Once the Server PC name has been changed you will need to change the references to the server PC on the Client PC's.
Change Client PC Names Operating Systems Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Change Client PC Names • Page 27 Windows 2000 Make sure that there are no programs running on the PC then follow the instructions below.
Administering the Database Overvi ew Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Administering the Database • Page 28 Administering the Database Overview If you have installed the MSDE database, four scheduled tasks are installed automatically.
Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 29 Telephone System Requirements This section assumes that the installer is familiar with the basic programming of the Telephone System and the Programming manual is available.
Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 30 Group Reporting When configuring it is important to understand how calls are attributed to groups on the Call Center View, Wallboards and Report Manager.
Telephone System Requirements Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Telephone System • Page 31 CCC reporting characteristics associated with Voice Manager The following conditions apply to the initial answer/ lost segment of calls which were first presented to the Voice Manager (VM) (e.
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 32 Wallboard Installation and Maintenance Wallboard 22 Introduction The Wallboard 22 is a two line by 22-character tri-color Wallboard.
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 33 Wall Mounting Once a location has been decided upon, mark its location on the wall with a pencil through the two holes in the brackets.
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 34 RS485 Serial Connection The RJ45, RS485 flying lead is one meter long.
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 35 Additional Equipment External Alarm Device for connection to Wallboard 22 only.
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 36 Periodi.
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 37 Serial .
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 38 Baud Rate Dip Switch Settings are: SW5 SW6 DATA BIT/SEC OFF OFF 19200 ON OFF 9600 OFF ON 2400 ON ON 1200 Ensure the Baud rate is set to 9600.
Wallboard Installation and Maintenance Wallboard 22 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 39 RS485 C.
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 40 Wallboard 10 Introduction The Wallboard 10 is a single line display consisting of 10 tri-color characters.
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 41 To mount the display, first hook the bottom of the two wall brackets into the bottom rear channel recess of the display.
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 42 Serial Connection and Configuration An RJ45 junction box is provided as standard, alternatively if required an RJ45 coupler and 2 way adapter can be used.
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 43 Baud Rate The Baud Rate can be changed to 1200, 2400, 9600 or 19200 using the dip-switch.
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 44 System Wiring The principle for wiring up your display wallboards is that the PC output port is connected to the input of each wallboard.
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 45 Periodi.
Wallboard Installation and Maintenance Wallboard 10 Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Wallboa rd Installation and Maintenance • Page 46 This page has deliberately been left blank.
Index Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Index • Page 47 C Call Center View ............................................................... 3 CCC Applications ....................................
Compact Contact Center Installation & Maintenance 40DHB0002USBG Issue 1 (11/14/2001) Index • Page 48 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Avaya 40DHB0002USBG c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Avaya 40DHB0002USBG - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Avaya 40DHB0002USBG, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Avaya 40DHB0002USBG va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Avaya 40DHB0002USBG, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Avaya 40DHB0002USBG.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Avaya 40DHB0002USBG. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Avaya 40DHB0002USBG ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
