3Com® eXchange Call Center Quick Installation Guide Version 4.33 http://www.3com.com Part Number: 900-0150-01 Rev AA Published May 2004 3Com Corporation, 350 Campus Drive, Marlborough, MA 01752-3064 Copyright © 2004, 3Com Corporation. All rights reserved. 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If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you. UNITED STATES GOVERNMENT LEGEND If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following: All technical data and computer software are commercial in nature and developed solely at private expense. Software is delivered as “Commercial Computer Software” as defined in DFARS 252.227-7014 (June 1995) or as a “commercial item” as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with, this guide. Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries. 3Com, the 3Com logo, NBX, and SuperStack are registered trademarks and NBX NetSet and pcXset are trademarks of 3Com Corporation. Adobe is a trademark and Adobe Acrobat is a registered trademark of Adobe Systems Incorporated. Microsoft, Windows, Windows 2000, and Windows NT are registered trademarks of Microsoft Corporation. All other company and product names may be trademarks of the respective companies with which they are associated. 2 3Com® eXchange Call Center Quick Installation Guide CONTENTS ABOUT THIS GUIDE 5 Conventions 5 Related Documentation 5 Documentation Comments 6 Registration, Warranty, and Support Information 6 Disclaimers 6 CHAPTER 1: EXCHANGE CALL CENTER OVERVIEW 7 Installation Kit 7 Lock Devices (Dongles) 7 Virus Protection Software 8 Software Upgrades and Downgrades 8 CHAPTER 2: INSTALLING THE EXCHANGE CALL CENTER SERVER 9 Pre-Installation Preparations 9 Hardware Configuration 9 Network and Domain Configuration 10 Operating System Configuration 10 Additional Software and Hardware 11 NBX Media Driver and TSP Installation 11 Settings on the NBX System 12 CHAPTER 3: INSTALLING THE EXCHANGE CALL CENTER 15 Downloading the 3Com eXchange Call Center Software 15 Installing the Lock Devices (Dongles) 15 Installing the Software 16 CHAPTER 4: INTEGRATING THE EXCHANGE CALL CENTER WITH THE NBX SYSTEM 19 Starting the eXchange Call Center 19 Testing the eXchange Call Center 20 Installing the eXchange Visor 20 3Com® eXchange Call Center Quick Installation Guide 3 CHAPTER 5: INSTALLING THE 3COM EXCHANGE CALL CENTER AGENT 23 Installation 23 Setting Up the eXchange Agent Application 24 CHAPTER 6: BASIC CONFIGURATION AND TESTING 25 Activating the eXchange Server 25 Logging In to the eXchange Administration Application 25 Defining Agents 25 Defining Groups 25 Defining Services 25 Defining the IRN Destination 26 Running the Test 26 CHAPTER 7: CHANGE MANAGEMENT ON THE EXCHANGE CALL CENTER 27 4 3Com® eXchange Call Center Quick Installation Guide ABOUT THIS GUIDE This guide introduces the procedures for installing the 3Com eXchange Call Center suite of applications integrated with the 3Com NBX IP Telephony Solution. Its audience is the 3Com® eXchange Call Center installer. The guide details the components that comprise the system and an overview of installing the hardware, the NBX software, and the eXchange Call Center applications. For information regarding the eXchange Agent and Visor applications, see the Help topic for each screen. For a complete description of the installation process, see the 3Com eXchange Call Center Installation and Getting Started Guide. Conventions Table 1 lists conventions that are used throughout this guide. Table 1 Notice Icons Icon Notice Type Description Information note Information that describes important features or instructions Caution Information that alerts you to potential loss of data or potential damage to an application, device, system, or network Warning Information that alerts you to potential personal injury or death Related Documentation In addition to the context-sensitive Help found in the product, the following documents are available on the 3Com Partner Access website for the 3Com eXchange Call Center system: 3Com eXchange Call Center Hardware and Software Guidelines 3Com eXchange Call Center Quick Installation Guide (this guide) 3Com eXchange Call Center Installation and Getting Started Guide 3Com eXchange Setup Worksheets Guide 3Com eXchange Call Center Administrator's Guide 3Com eXchange Call Center Visor User Guide 3Com eXchange Call Center Agent User Guide 3Com® eXchange Call Center Quick Installation Guide 5 Documentation Comments Your suggestions are important to us because we want to make our documentation more useful to you. Please send e-mail comments about this guide or any of the eXchange Call Center documentation and Help systems to: [email protected] Please include the following information with your comments: Document title Document part number (usually found on the front page) Page number Your name and organization (optional) Example: 3Com eXchange Call Center Quick Installation Guide Part Number 900-0150-01 Rev AA Page 25 Registration, Warranty, and Support Information For details on how to register your product and get support from 3Com, see the Appendix “Obtaining Support for Your 3Com Products” in the 3Com eXchange Call Center Installation and Getting Started Guide. Disclaimers The illustrations and other views, telephone displays, and screen captures appearing in this manual are examples used to explain how the application’s features and controls are used. What appears in the illustrations may differ from what appears on your actual equipment and may not represent something that is possible in actual operation. The functions that you can use and the information that you can display may differ depending on the telephony state and external equipment connected in your network and the 3Com eXchange system. Therefore, use the illustrations only as guidelines. The names of companies, products, people, characters, and data mentioned in the examples herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted. 6 3Com® eXchange Call Center Quick Installation Guide CHAPTER 1: EXCHANGE CALL CENTER OVERVIEW This chapter describes the components of the 3Com eXchange Call Center as it runs on the 3Com NBX IP Telephony System. Installation Kit The installation pack includes the following: eXchange Server Lock Device (one USB “dongle”) eXchange Visor Lock Devices (one parallel port “dongle” per licensed eXchange Visor workstation) 3Com recommends that you or your Voice-Authorized Reseller check the 3Com Partner Access Web site for information about new eXchange Call Center software versions and latest updates. Lock Devices (Dongles) The eXchange software is controlled by two types of lock devices that are enabled by licenses. Before you install the eXchange Server software, you must attach the USB server dongle to the USB port on the eXchange Server. The Server dongle is used to store the license details, for example, the quota of inbound agents and TAPI WAV ports. Before you install the eXchange Visor software, you must attach the parallel port dongle to the eXchange Visor workstation. You may purchase additional Visor dongles for additional supervisor workstations. No dongle is required for eXchange Agent workstations. Licenses for agents reside on the server and its dongle. 3Com® eXchange Call Center Quick Installation Guide 7 Virus Protection Software CAUTION: Before installing the NBX applications and the 3Com eXchange Call Center, you must have virus protection software turned OFF. After you complete the installation of all Call Center-related software, you must configure the virus protection software to scan during off-peak hours and to NOT scan C:\Program Files\3COM\NBX TSP\Logs. Software Upgrades and Downgrades To upgrade or downgrade your system software, refer to the “Upgrade and Downgrade Procedures” Appendix