3Com® eXchange Call Center Installation and Getting Started Guide Version 4.33 http://www.3com.com Part Number 900-0149-01 Rev AB Published July 2004 3Com Corporation, 350 Campus Drive, Marlborough, MA 01752-3064 Copyright © 2004, 3Com Corporation. All Rights Reserved. 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All other company and product names may be trademarks of the respective companies with which they are associated. ® 23Com eXchange Call Center Installation and Getting Started Guide CONTENTS ABOUT THIS GUIDE 7 Conventions 7 Related Documentation 8 How This Guide Is Organized 8 Documentation Comments 9 Registration, Warranty, and Support Information 9 Disclaimers 9 CHAPTER 1: EXCHANGE CALL CENTER SYSTEM OVERVIEW 11 3Com eXchange Engine Main Features 12 3Com eXchange Visor Main Features 12 3Com eXchange Agent Main Features 13 Typical Call Processing Scenario 13 CHAPTER 2: INSTALLING THE EXCHANGE CALL CENTER SYSTEM 15 Installation Prerequisites 15 Hardware and Software Requirements 16 Network Requirements 16 Call Center Computers — Hardware and Software Requirements 16 Voice and Message Recording Workstation 16 Pre-Installation Preparations 17 IP Addresses 17 NBX Definitions 17 IVR Announcements 18 Database Backup Location 18 Fallback Policy 18 Routing Policy 18 Agent Workstations Information 19 3Com® Exchange Call Center Installation and Getting Started Guide 3 Installing the eXchange Call Center Software 19 Overview 19 Installation Summary Checklist 19 Set Up the NBX System 20 Install the CTI Software Package 20 Install the 3Com eXchange Call Center Server 20 Installing the eXchange Visor 23 Installing the eXchange Agent 25 Phones-ONLY Agent Positions 26 Setting Up Phone-ONLY Agent Positions 26 Testing the Installation 26 Predefined Call Flow for Tests 27 Setting Up the Testing Environment 27 CHAPTER 3: GETTING STARTED 31 Activating the Call Center Server 31 Deactivating the Call Center Server 32 Starting eXchange Visor Applications 33 Closing eXchange Visor Applications 34 Starting the eXchange Agent Application 34 Closing the eXchange Agent Application 34 CHAPTER 4: THE EXCHANGE VISOR APPLICATIONS 35 The Administration Application 35 The Call Control Scripts Application 35 The Real-Time Monitor Application 36 Creating a Call Distribution Graph 37 The Historical Reports Application 37 Creating the Agent Performance Report 38 Creating a Group Activity By Date Report 39 The Wall Board Administration 40 Defining a New Wall Board 41 Creating a New Message 41 Building a Message Scenario 42 The Lock Device (Dongle) Viewer Utility 43 APPENDIX A: GLOSSARY 45 ® 43Com eXchange Call Center Installation and Getting Started Guide APPENDIX B: INTEGRATING NBX AND EXCHANGE CALL CENTER SYSTEMS 49 Overview of Installation and Integration 49 Prerequisites 50 Installing and Configuring the NBX System 50 Create Route Points 50 Installing the CTI Software on the eXchange Server 51 Prerequisites 51 Installing Software on the eXchange Server 58 Add 3Com Licenses for Visors and Features 58 Download and Install eXchange Call Center Software 58 Integrating the eXchange Server and the NBX System 58 Add All WAV Phones 58 Create IRNs 58 Testing the Integrated Systems 59 Specific Required Configurations 59 IVR Ports 59 Intelligent Routing Numbers (IRNs) 61 IVR Port Connections and Definitions 61 Definition on Call Center Server 62 Definition on the NBX Systems 62 Defining Music Sources 63 APPENDIX C: UPGRADE AND DOWNGRADE PROCEDURES 65 Upgrading Current EPICLite Site to the 3Com eXchange Call Center 65 Purpose 65 Preparations 65 Upgrade Steps 66 How to Downgrade from the 3Com eXchange Call Center to EPICLite Call Center 70 Preparations 70 Downgrade Steps 70 To UNINSTALL eXchange Call Center 70 To Install EPICLite 72 3Com® Exchange Call Center Installation and Getting Started Guide 5 APPENDIX D: OBTAINING SUPPORT FOR YOUR 3COM PRODUCTS 73 Register Your Product to Gain Service Benefits 73 Solve Problems Online 73 Purchase Extended Warranty and Professional Services 73 Access Software Downloads 74 Contact Us 74 Telephone Technical Support and Repair 74 ® 63Com eXchange Call Center Installation and Getting Started Guide ABOUT THIS GUIDE This guide describes the installation procedures for all components needed to run the 3Com® eXchange Call Center system. It also describes the basic configurations for setting up the system. The guide also provides “Getting Started” information for Call Center administrators and other users of the system, as well as a basic overview of the applications that comprise the system. For more complete details on each part of the system, see the guides listed in Related Documentation on page 8. This guide is intended for the eXchange Call Center technician who installs the system at the customer site. The technician must be familiar with the physical hardware setup of the system, the physical connections between the system units, and basic IP Telephony and networking principles and practices. This guide is not intended as a user guide for the 3Com eXchange Call Center system. It does not describe how to use the system’s applications in detail. For information on the 3Com eXchange Call Center after product release, see the Release Notes in the readme.txt file on the 3Com Partner Access website. For a description of 3Com eXchange Call Center terms and concepts used in this guide, see the Glossary in Appendix A: Glossary. 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 3Com® Exchange Call Center Installation and Getting Started Guide 7 Related Documentation The following documents are available on the 3Com Partner Access website for the 3Com eXchange Call Center system: C 3Com eXchange Call Center Hardware and Software Guidelines C 3Com eXchange Call Center Setup Worksheets C 3Com eXchange Call Center Quick Installation Guide C 3Com eXchange Call Center Installation and Getting Started Guide (this guide) C 3Com eXchange Call Center Administration Guide C 3Com eXchange Call Center Visor User Guide C 3Com eXchange Call Center Agent User Guide Additional information can be found in the context-sensitive Help for each screen in the application, and in other technical documents related to the NBX system, as described in Appendix B: Integrating NBX and eXchange Call Center Systems. How This Guide Is Organized Table 2 can help you to find information in this guide. Table 2 Location of Information About This Guide Describes the conventions used in this guide. Chapter 1: eXchange Call Center Introduces you to the system and describes its main features. System Overview Chapter 2: Installing the Describes the hardware and software requirements necessary for eXchange Call Center System running the system, and provides step-by-step instructions on how to install the 3Com eXchange Call Center’s components. Use it in conjunction with Appendix B. Chapter 3: Getting Started Describes how to start the 3Com eXchange Call Center Server and client applications, as well as logging in and shutting down the system. Chapter 4: The eXchange Visor Provides a basic introduction to the system’s applications: Applications Administration, Call Control Scripts, Real-Time Supervising, Historical Reports, and Wallboard Administration. Appendix A: Glossary Provides definitions for terms and terminology used by the system and referred to in this guide.