Contents 1 Introduction ..................................................................................................................................... 4 1.1 About this Document .................................................................................................................. 4 1.2 Product Overview ....................................................................................................................... 4 2 Before the Installation .................................................................................................................... 5 3 Installation Procedure .................................................................................................................... 6 3.1 Installation Order ........................................................................................................................ 6 Step 1 Uninstall ............................................................................................................................... 7 Step 2 - Install NOW software ........................................................................................................... 8 Additional Installation Dialog for Aastra Connectivity Server for TAPI ................................................ 9 Step 2 Set up the PBX Interface................................................................................................... 10 Aastra BusinessPhone....................................................................................................................... 10 Aastra Connectivity Server for SIP .................................................................................................... 12 Quality of Service ........................................................................................................................... 12 Aastra Connectivity Server for TAPI .................................................................................................. 12 Aastra MD110/MX-ONE..................................................................................................................... 13 Avaya ................................................................................................................................................. 14 Digimat 2000...................................................................................................................................... 14 inContact ............................................................................................................................................ 14 Nortel M2250 ..................................................................................................................................... 15 Philips Supervisor 60 ......................................................................................................................... 18 Server Based Popup.......................................................................................................................... 19 Siemens AC-Win................................................................................................................................ 19 Stand-alone........................................................................................................................................ 19 Telia Centrex...................................................................................................................................... 19 Step 3 Set up NOW........................................................................................................................ 20 Step 4 Test the NOW Installation................................................................................................. 23 4 References..................................................................................................................................... 24 5 Appendix I Advanced System Configuration.......................................................................... 25 5.1 Enable AnA............................................................................................................................... 25 5.2 Enable Advanced Features ...................................................................................................... 26 5.3 Start Logging ............................................................................................................................ 27
2(27)
CMG NOW Installation & Configuration Guide
2010 Aastra Technologies Limited. All rights reserved. This document contains proprietary information, which is protected by copyright. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, or translated into another language, without prior written consent of Aastra Technologies Limited, Concord, Ontario, Canada. NOTICE The information in this document is subject to change without notice. AASTRA MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. AASTRA shall not be liable for errors contained herein nor for incidental or consequential damages in connection with the furnishing, performance or use of this material. Aastra Technologies Ltd. Concord, Ontario, Canada
3(27)
CMG NOW Installation & Configuration Guide
1 1.1
Introduction About this Document This is the main document describing the basic installation and configuration of the NOW attendant console system. It describes the standard installation procedure from preparations to verification of the installation.
1.2
Product Overview The attendant console NOW provides call-handling functionality added with a large number of integrated functions such as extensive information search options, and a directory with updated presence and availability information, to enable a good call flow and a high quality attendant performance. NOW is a part of the CMG server concept, and it requires a CMG installation to work.
4(27)
CMG NOW Installation & Configuration Guide
Before the Installation
Before installing NOW, check the following list to make sure prerequisites are met: Check the system requirements stated in the Product Specifications for the involved products. Do not carry out any installation that does not meet these requirements. You need to have administrator rights on the server/computer where you will install the software. Make sure to use a compatible operating system according to Table 1. CMG must be installed before installation of NOW. Cisco: ACS for TAPI must be installed before NOW is installed. Aastra BusinessPhone: Install Business Link client before NOW is installed. Make sure to specify the correct Server Name and Port ID in the Business Link Client DLL configuration.
Table 1 Supported Windows versions for different PBXs 2000 Aastra BusinessPhone Aastra Connectivity Server for SIP Aastra Connectivity Server for TAPI Aastra MD110/MX-One Avaya Digimat 2000 inContact Nortel M2250 Philips Supervisor 60 Server Based Popup Siemens AC-Win Soldius eCare Stand-alone Telia Centrex 1
XP X X X X X X X X X X X X X
Vista X X 1
Win 7 X X1 X1 X
X X X X X X X X X X X X X X
X1 X
X X
X X
Do not run NOW in XP compatible mode in Vista
5(27)
CMG NOW Installation & Configuration Guide
3 3.1
Installation Procedure Installation Order Install and configure NOW according to the following chapters in the following order: 1. Uninstall all previous versions of NOW software. 2. Install the NOW software. 3. Set up the PBX Interface. 4. Set up NOW. 5. Test the NOW installation.
6(27)
CMG NOW Installation & Configuration Guide
Step 1 Uninstall Uninstall any previous installed versions of NOW using the Remove/Uninstall Program utility provided by the operating system.
7(27)
CMG NOW Installation & Configuration Guide
Step 2 - Install NOW software
Start the installation by double-clicking the installation file and follow the instructions. When prompted, do the following: 1. Read the legal notice. 2. Select the applicable type of PBX.
3. Select the language. 4. Select the installation path. 5. If you selected Aastra Connectivity Server for TAPI there are a few more dialog windows, see Additional Installation Dialog for Aastra Connectivity Server for TAPI.
8(27)
CMG NOW Installation & Configuration Guide
Additional Installation Dialog for Aastra Connectivity Server for TAPI
For Aastra Connectivity Server for TAPI installations there are additional dialogs. In these dialogs, specify the following: 1. Specify the URLs for the ANA and NCLA services, respectively. Usually this means replacing <hostname> with the name of the server where the ACS Attendant Platform is installed. Also specify the domain name for the operator.
2. Select the ring signal file to be used, and specify the operator answer extension and the corresponding PBX ID. PBX IDs are defined in Configuration Manager. See following figure for an example.
Ring Signal File: Browse for the .wav file to be used for incoming calls. Answer extension: The attendants extension number. Answer PBX id: Id of the attendants main PBX. The attendant can handle calls also from other PBXs. In situations when unclear which PBX id is to be used for outgoing calls, the PBX id stated in this field will be used. RTP interface: Select the IP address to be used for RTP in case the computer has multiple IP addresses. For example, if the computer has a VPN connection there can be more than one IP address to select from. If the machine has only one IP address it is possible to type the name of the computer in this field (see example in the preceding figure). RTP ports: Ports used for NOW soft phone. Voice mic: Input sound device for attendant computer Voice playback: Sound device for attendant computer
9(27)
CMG NOW Installation & Configuration Guide
Step 2 Set up the PBX Interface
Depending on the used type of PBX, you might need some further configuration. This chapter points out some items worth noticing when setting up the system. To open the PBX specific configuration window, select (PBX) adapter settings under the Aastra menu in the windows program files menu. If this menu option is not present, no further configuration is possible for the PBX.
Aastra BusinessPhone Make sure to enter the correct extension for the attendant.
If CSTA Line State Server is installed, do the following to configure NOW to use it: 1. Log in to CMG Configuration Manager. 2. Select CMG Operator Workstation. 3. Select Advanced Parameters, scroll to Call handling parameters and specify the following (see example in the following figure): a. The hostname or IP address of the CSTA server. b. The port number of the CSTA server. c. The number pattern of the extension for which line state should be served. Note: Ranges are written as <fromnumber>_<tonumber> (for example 1000_1999). Ranges are separated by semicolon.
4. Click Save 10(27)
CMG NOW Installation & Configuration Guide
This example means that extensions 1000 1999 and 3000 3099 should be monitored.
11(27)
CMG NOW Installation & Configuration Guide
Aastra Connectivity Server for SIP
(Normally no further configuration, see Aastra Connectivity Server Installation and Configuration Guide for more information)
Quality of Service If running NOW on Windows Vista, Windows 7, or Windows Server 2008 and wanting to use Quality of Service (QoS), this must be set manually from the Local Group Policy Editor. Note: The computers involved must be members of an Active Directory domain. The following procedure is an example of how to set the QoS. QoS can be set on a computer, a group, or a domain basis, depending on what suits your system configuration. To specify a QoS from the Local Group Policy Editor, do the following: 1. Run gpedit.msc from the Start menu. 2. Create a new Policy-based QoS. A wizard opens in which you specify the QoS. 3. Name the policy, specify the DSCP value according to the IP router preferences, and click Next. 4. Set the QoS policy to apply to the file NOWsoftphone.exe. 5. Set the QoS policy to apply to a. Any source IP address. b. Any destination IP address. c. Click Next.
6. Specify the protocol and RTP port numbers configured for. a. Set the QoS policy to apply to UDP. b. Specify the port number or number range. Note: Port numbers specified here must match the port numbers configured for NOW in ACS Attendant Platform. c. Set the destination port number to To any destination port, and click Finish.
Note: Remember to configure the IP router according to the QoS settings. For more information regarding QoS, see Microsoft documentation, for example www.microsoft.com and http://technet.microsoft.com.
Aastra Connectivity Server for TAPI
(Normally no further configuration, see ACS Attendant Platform Installation and Configuration Guide for more information)
12(27)
CMG NOW Installation & Configuration Guide
Aastra MD110/MX-ONE Make sure to enter the correct extension and password for the operator.
If CSTA Line State Server (LSS) is installed, do the following to configure NOW to use it: Note: For MX-ONE using SIP, the CSTA LSS can be configured from the ACS Attendant Platfrom, see ACS Attendant Platform Installation and Configuration Guide. 1. Log in to CMG Configuration Manager. 2. Select CMG Operator Workstation. 3. Select Advanced Parameters, scroll to Call handling parameters and specify the following (see example in the following figure): a. The hostname or IP address of the CSTA LSS server. b. The port number of the CSTA LSS server. c. The number pattern of the extension for which line state should be served. Note: Ranges are written as <fromnumber>_<tonumber> (for example 1000_1999). Ranges are separated by semicolon.
4. Click Save
13(27)
CMG NOW Installation & Configuration Guide
This example means that extensions 1000 1999 and 3000 3099 should be monitored.
Avaya (No further configuration)
Digimat 2000 (No further configuration)
inContact (No further configuration)
14(27)
CMG NOW Installation & Configuration Guide
Nortel M2250 Make sure to select the correct Serial Port. If busy types are not used, uncheck Busy Type Info.
Make sure to synchronize the flexible keys on the switchboard with the list below. Note that you shall get the information from the PBX, not from what is stated on the switchboard.
15(27)
CMG NOW Installation & Configuration Guide
Synchronize the shifted flexible keys.
Define the queues by selecting it and clicking Modify. Select Show Misc Queue if you want other calls than the defined to be shown in a Misc queue.
16(27)
CMG NOW Installation & Configuration Guide
Prioritize the queues.
17(27)
CMG NOW Installation & Configuration Guide
Philips Supervisor 60 Fill in the name and the password for the operator. The same account has to exist in Supervisor 60.
Arrange the queues and prioritize them.
18(27)
CMG NOW Installation & Configuration Guide
Server Based Popup
(No further configuration)
Siemens AC-Win (No further configuration)
Stand-alone (No further configuration)
Telia Centrex Fill in the name and the password for the operator.
19(27)
CMG NOW Installation & Configuration Guide
Step 3 Set up NOW
Start NOW, select Edit and Settings, and set up the following: 1. Select language.
Note: Date format is dependent on language. Select dd-mm-yyyy if wishing to keep this format no matter of language. 2. Enable Time Zone. If Time Zone is activated on the server, it must be enabled by selecting SetTimeZone At StartUp.
3. Configure non-flashing numbers, for example 9 for PBX number, or voicemail lines. 20(27)
CMG NOW Installation & Configuration Guide
4. Configure external prefixes, for example 0 for line out.
21(27)
CMG NOW Installation & Configuration Guide
5. For systems with separate console using flash clients, i.e. Server-based popup, set the switchboard client ID.
6. Set on which level you want to log, and to where. NOW logging and console logging (PBX connection) are configured separately. For logging outside NOW, see chapter 5.3 on page 27.
22(27)
CMG NOW Installation & Configuration Guide
Step 4 Test the NOW Installation
Do the following to verify the NOW installation: 1. Start NOW and log in with the operator user to verify the authorization and authentication service with AnA (default for ACS for TAPI), or use CMG log in directly (configure in the Control Panel). 2. Search for a person to verify the database connection. 3. If your PBX supports line state server, lift a phone to verify that the line state server indicates its position. 4. Make a phone call to verify the PBX connection. 5. Make an external call to the PBX. 6. Enter an activity for a user and see that the activity disappears correctly at specified time.
23(27)
CMG NOW Installation & Configuration Guide
References CMG 7.5 General Installation Guide ACS Attendant Platform Installation and Configuration Guide
24(27)
CMG NOW Installation & Configuration Guide
Appendix I Advanced System Configuration
To configure the advanced system parameters, open the system configuration dialog from the Start menu.
5.1
Enable AnA To use AnA authorization and authentication service for other PBX than Cisco, check Use Ana login servers and click the Edit Ana settings button to edit the settings.
25(27)
CMG NOW Installation & Configuration Guide
5.2
Enable Advanced Features
To use advanced features, for example Hybrid CCM, ASG connection or mobile access, check Use advanced features and select the feature in the dropdown menu.
26(27)
CMG NOW Installation & Configuration Guide
5.3
Start Logging To start logging, for example when the PBX connection does not work, check Use registry log setting and select Level, Path and number of Days. You can also log to another server on the network by setting Network log and defining the server and UDB port. In other occasions, use the logging function in NOW, see page 22.
