installing emc 6 4

Installing Avaya Aura Call Center EliteMultichannel

Release 6.4Issue 1

January 2015

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Contents

Chapter 1: Introduction.......................................................................................................... 11Purpose................................................................................................................................11Intended audience.................................................................................................................11Related resources................................................................................................................. 12

Documentation................................................................................................................12Training.......................................................................................................................... 14Viewing Avaya Mentor videos...........................................................................................14

Support................................................................................................................................ 15Chapter 2: Overview............................................................................................................... 16

Installation options.................................................................................................................17Supported languages.............................................................................................................17XML server failover................................................................................................................17Upgrade to Release 6.4......................................................................................................... 18Installation requirements........................................................................................................ 18

Requirements for the Desktop components....................................................................... 18Requirements for the Server components..........................................................................19Requirements for the Developer components.................................................................... 20

Chapter 3: Supported products.............................................................................................22Supported Avaya products..................................................................................................... 22Supported non-Avaya products.............................................................................................. 23Secure Access Link............................................................................................................... 24

Chapter 4: Installing and configuring the Desktop components....................................... 26Call Center Elite Multichannel Desktop installation................................................................... 26

Installing Call Center Elite Multichannel Desktop silently.....................................................26Installing Call Center Elite Multichannel Desktop manually..................................................26

Call Center Elite Multichannel Desktop configuration................................................................ 28Configuring Media Director...............................................................................................29Configuring Presence...................................................................................................... 30Configuring Session Notes............................................................................................... 31Configuring Telephony.....................................................................................................32Configuring User............................................................................................................. 33Configuring Voice............................................................................................................ 37Configuring IDS View Client............................................................................................. 39Configuring Directory....................................................................................................... 39Configuring Enhanced Dial...............................................................................................40Configuring Quick Dial..................................................................................................... 42Configuring Custom Buttons.............................................................................................44Configuring Email............................................................................................................ 45Configuring Simple Messaging......................................................................................... 46

4 Installing Avaya Aura Call Center Elite Multichannel January 2015Comments? [email protected]

Configuring HTML Editor..................................................................................................47Configuring Language..................................................................................................... 47Configuring Wallboard..................................................................................................... 48Configuring Microsoft Dynamics CRM............................................................................... 56Configuring DMCC.......................................................................................................... 60

.Net Remote Connection........................................................................................................61Language customization........................................................................................................ 61

Creating a custom language.............................................................................................62Selecting a custom language for an agent......................................................................... 63Customizing a language for Call Center Elite Multichannel Desktop.....................................64

Rules management............................................................................................................... 64Creating a rule................................................................................................................ 65Rule storage................................................................................................................... 67

Device Media Call Control (DMCC).........................................................................................67DMCC overview.............................................................................................................. 67DMCC modes................................................................................................................. 68

Microsoft Dynamics CRM integration...................................................................................... 69Integrating IronPython script...................................................................................................70Call Center Elite Multichannel Reporting installation................................................................. 72

Requirements for Call Center Elite Multichannel Reporting................................................. 72Installing Call Center Elite Multichannel Reporting..............................................................72Verifying SQL Server Reporting Services.......................................................................... 74

Media Proxy installation......................................................................................................... 75Installing Media Proxy......................................................................................................75

Chapter 5: Installing the Server applications.......................................................................77Requirements for installing the Server applications.................................................................. 77

Installing and Configuring IIS............................................................................................78Call Center Elite Multichannel core services...................................................................... 81Services for the Voice only configuration........................................................................... 81Services for the Email only configuration........................................................................... 82Services for the Messaging configuration.......................................................................... 82Services for the Call Routing configuration........................................................................ 82Services for the Outbound (Preview or Progressive) configuration.......................................82

Installation of the Server applications...................................................................................... 83Installing License Director................................................................................................ 83Installing Call Routing Server........................................................................................... 84Installing Configuration Server..........................................................................................86Installing Task Director.................................................................................................... 88Configuring Task Director.................................................................................................89Installing Interaction Data Server...................................................................................... 89Installing Trace System....................................................................................................93Installing Call Recording Config Service............................................................................ 94Installing Experience Portal Config Service........................................................................95

Contents

January 2015 Installing Avaya Aura Call Center Elite Multichannel 5Comments? [email protected]

Installing XML Server.......................................................................................................96Installing Media Director...................................................................................................97Installing Virtual Agent..................................................................................................... 98Installing Media Stores.....................................................................................................99Installing Application Management Service......................................................................101

Chapter 6: Installing Media Gateways................................................................................ 103Gateways........................................................................................................................... 103Checklist for installing Web Chat Gateway.............................................................................104Installing Web Chat for IIS....................................................................................................104Configuring Web Chat through IIS Manager.......................................................................... 106Installing Media Gateways................................................................................................... 107Configuring Media Gateways................................................................................................108

Chapter 7: Installing the Developer components.............................................................. 109Requirements for installing the Developer components...........................................................109Call Center Elite Multichannel Developer installation.............................................................. 109

Installing Call Center Elite Multichannel Developer...........................................................110Chapter 8: Installing SQL Server.........................................................................................111

SQL Server installation........................................................................................................ 111SQL Server configuration..................................................................................................... 111

Configuring SQL Server................................................................................................. 111Configuring the database settings for SQL Server............................................................ 112

Chapter 9: Installing utilities................................................................................................113WebLM installation.............................................................................................................. 113

Prerequisites for WebLM Server..................................................................................... 113Checklist for installing WebLM Server............................................................................. 114

WebLM configuration...........................................................................................................118Fixing the security vulnerabilities.................................................................................... 120Accessing WebLM Server.............................................................................................. 121

Installing Application Enablement Services TSAPI client.........................................................122Quick Installer - Server Edition............................................................................................. 123

Installing the Call Center Elite Multichannel Server components using Quick Installer -Server Edition............................................................................................................... 123

Experience Portal Application Updater.................................................................................. 124Installing Experience Portal Application Updater.............................................................. 125Installing the Experience Portal applications.................................................................... 126

Microsoft Dynamics CRM Server implementation................................................................... 126Microsoft Dynamics CRM Server customization..................................................................... 127

Installing Microsoft Dynamics CRM Phonebook Synchronizer on Microsoft Dynamics CRMServer.......................................................................................................................... 127

Chapter 10: Inventory of Call Center Elite Multichannel................................................... 128Inventory of Call Center Elite Multichannel.............................................................................128

Collecting the Call Center Elite Multichannel inventory..................................................... 129Chapter 11: User authentication in Call Center Elite Multichannel..................................131

Contents


Enabling the user authentication in a domain......................................................................... 131Enabling the user authentication for the users........................................................................132

Chapter 12: Agent event notification.................................................................................. 134Enable the agent event notification....................................................................................... 134

Requirements for enabling the agent events.................................................................... 134Configuration for enabling agent events.......................................................................... 134Operations for enabling the agent events........................................................................ 135Troubleshooting for enabling the agent events................................................................. 135

Appendix A: Call Center Elite Multichannel Desktop configuration................................ 136Parameter configuration through Configuration Server........................................................... 136Parameter configuration through the configuration file............................................................ 136

Appendix B: Parameters in the configuration file............................................................. 137General parameters.............................................................................................................137Error Logging parameters.................................................................................................... 138License Director parameters.................................................................................................140Windows layout parameters................................................................................................. 140Plug In Assembly List.......................................................................................................... 141Spell Checker parameters....................................................................................................143Directory parameters........................................................................................................... 144Work Item History parameters.............................................................................................. 145Preview Contact parameters................................................................................................ 146Email parameters................................................................................................................ 147Work Item Notes parameters................................................................................................148Voice parameters................................................................................................................ 149CallInfo.A parameters.......................................................................................................... 150CallInfo.B parameters.......................................................................................................... 151CallInfo.C parameters.......................................................................................................... 151CallInfo.D parameters.......................................................................................................... 151Work Item Alert parameters..................................................................................................152Telephony parameters......................................................................................................... 153User parameters................................................................................................................. 154Media Controller parameters................................................................................................ 154Simple Messaging parameters............................................................................................. 155External Application Container parameters............................................................................ 156External Application 1 and External Application 2 parameters................................................. 157Auto Text parameters.......................................................................................................... 159Printing parameters............................................................................................................. 160External Application Execute parameters.............................................................................. 160Session Notes parameters................................................................................................... 161Presence parameters.......................................................................................................... 162Close Suspend Work Item parameters.................................................................................. 162IDS View Client parameters................................................................................................. 163Rules parameters................................................................................................................ 163

Contents


Desktop Utility parameters................................................................................................... 164Wallboard parameters......................................................................................................... 164GN8120 Headset parameters............................................................................................... 164Customized Forms parameters.............................................................................................165Work Item Creation parameters............................................................................................ 165Time In AUX Display parameters.......................................................................................... 165Enhanced Dial parameters................................................................................................... 166Quick Dial parameters......................................................................................................... 166Contact Management parameters.........................................................................................167Save Close Document Window parameters........................................................................... 168Python Breakout parameters................................................................................................ 168Custom Rules Buttons parameters........................................................................................169Microsoft Dynamics CRM GUI Plugin parameters.................................................................. 169

Appendix C: Command line parameters.............................................................................170Parameters......................................................................................................................... 170

Application Name /z.......................................................................................................170Primary Server Name /s.................................................................................................170Primary Server Port /p................................................................................................... 171Secondary Server Name /s2...........................................................................................171Secondary Server Port /p2............................................................................................. 171Configuration Filter /a.................................................................................................... 171File Name /f.................................................................................................................. 172Logging State /t............................................................................................................. 172Password Encryption /pwd............................................................................................. 172Command Line Format.................................................................................................. 172

Changing Data Source from .ini to Configuration Server......................................................... 173Performing silent install........................................................................................................ 174

Supported command line parameters to perform silent install............................................175Appendix D: Configuration data commands......................................................................177

Overview............................................................................................................................ 177Token delimiter............................................................................................................. 177

Commands......................................................................................................................... 178LOOKUP...................................................................................................................... 178WINENV.......................................................................................................................179ENCRYPT.................................................................................................................... 179ENCRYPTED................................................................................................................180STRCAT.......................................................................................................................180SUBSTR.......................................................................................................................180

Keywords........................................................................................................................... 181COMPUTERNAME........................................................................................................181IPADDRESS................................................................................................................. 181USERNAME................................................................................................................. 181TIME............................................................................................................................ 181

Contents


DATE........................................................................................................................... 182CWD............................................................................................................................ 182WINDIR........................................................................................................................ 182WINSYSDIR................................................................................................................. 182WINTEMPDIR...............................................................................................................182

Literal Data Support.............................................................................................................182Nested Commands..............................................................................................................183Recursive Loop Protection................................................................................................... 183Resolution Precedence/Reentrancy...................................................................................... 183Include Directive..................................................................................................................184INCLUDE_CONFIGURATION.............................................................................................. 184

Appendix E: Default port numbers......................................................................................185Default Port Numbers.......................................................................................................... 185

Advanced Microsoft Dynamics CRM Connector............................................................... 185AOL-ICQ Instant Messenger Gateway............................................................................ 185Application Management Service....................................................................................185Configuration Server......................................................................................................186Email Media Store......................................................................................................... 186

Interaction Data Service.......................................................................................................186Interaction Data Server - Voice and Presence..................................................................186Interaction Data Server - Multimedia............................................................................... 186Interaction Data Server - View........................................................................................ 187License Director............................................................................................................ 187Media Director.............................................................................................................. 187Media Proxy..................................................................................................................187Media Proxy (Windows Service)..................................................................................... 188MSN Messenger Gateway............................................................................................. 188Preview Contact Media Store......................................................................................... 188Short Message Service Gateway.................................................................................... 188Simple Messaging Media Store...................................................................................... 188Virtual Agent................................................................................................................. 188Voice Media Store......................................................................................................... 189Web Chat Gateway....................................................................................................... 189XML Server...................................................................................................................189WebLM Server.............................................................................................................. 189Experience Portal Server............................................................................................... 190Call Recording.............................................................................................................. 190TTrace Server............................................................................................................... 190SQL Server...................................................................................................................190

Appendix F: Configuring Avaya Call Recorder..................................................................191Checklist for configuring Avaya Aura Communication Manager............................................. 191

Verifying Avaya Aura Communication Manager License..................................................191Obtaining CLAN IP address........................................................................................... 192

Contents


Administering CTI Link for TSAPI....................................................................................192Administering System Parameters Features.................................................................... 192Administering Class of Restriction...................................................................................193Administering Agent Stations..........................................................................................193Administering Codec Set................................................................................................193Administering Network Region........................................................................................194Administering Virtual IP Softphones................................................................................ 194Assigning Virtual IP Softphones to Network Region..........................................................195

Checklist for configuring Avaya Aura Application Enablement Services.................................. 195Launching Avaya Aura Application Enablement Services Console................................... 195Verifying DMCC and TSAPI Licenses............................................................................. 196Administering TSAPI Link...............................................................................................196Obtaining H.323 Gatekeeper IP Address......................................................................... 197Disabling Security Database...........................................................................................197Restarting TSAPI Service...............................................................................................197Administering Avaya Aura Contact Recorder User for DMCC.......................................... 198Administering Avaya Aura Contact Recorder User for TSAPI...........................................198

Checklist for configuring Avaya Aura Contact Recorder........................................................ 198Launching Avaya Aura Contact Recorder...................................................................... 199Administering Recorder Information................................................................................ 199Administering Contact Center Information....................................................................... 199Administering Bulk Recording.........................................................................................200Adding EMC server IP address.......................................................................................201Verifying Avaya Aura Contact Recorder Recording Playback...........................................202Configuring Call Center Elite Multichannel Call Recording Server......................................202

Contents


Chapter 1: Introduction

PurposeThis document provides information about the installation, configuration, and licensing requirementsof Avaya Aura Call Center Elite Multichannel. This document also lists the supported products ofCall Center Elite Multichannel.Before you start installing Call Center Elite Multichannel, you must have an understanding of thefollowing components:

Avaya Communication Manager Application Enablement Services (AES) WebLM Server Microsoft SQL Server Internet Information Services (IIS) Microsoft Exchange Server Avaya Contact Recording (ACR) Server Microsoft Dynamics CRM

Intended audienceThis document is intended for solution engineers, Avaya Professional Services personnels,business partners, and system administrators who want to install Call Center Elite Multichannel on asystem.


Related resources

DocumentationThe following table lists the related documents for the Avaya Aura Call Center Elite Multichannelproduct. You can download the documents from the Avaya Support website at http://support.avaya.com/.Title Description AudienceAvaya Aura Call Center EliteMultichannel Call Routing ServerUser Guide

Provides an overview of CallRouting Server that enablesintelligent call routing forinbound calls in Call CenterElite Multichannel.

Sales engineers Solution architects Implementation engineers System administrators

Avaya Aura Call Center EliteMultichannel Configuration ClientDeveloper Guide

Provides information aboutthe Configuration ClientDeveloper application, whichis a control that facilitates anapplication to transparentlyaccess the configurationinformation from any location.

Programmers

Administering Avaya Aura CallCenter Elite Multichannel

Provides information abouthow to manage databases,configure Call Center EliteMultichannel services, andadminister Avaya AuraCommunication Manager.

Sales engineers Solution architects Implementation engineers System administrators

Avaya Aura Call Center EliteMultichannel Overview Guide

Provides an overview of theCall Center Elite Multichannelfeatures.

Sales engineers Implementation engineers System administrators

Avaya Aura Call Center EliteMultichannel Desktop User Guide

Provides information aboutCall Center Elite MultichannelDesktop and describes howto use Call Center EliteMultichannel Desktop toreceive, view, and respond tovoice and multimedia workitems.

Sales engineers Solution architects Implementation engineers System administrators End users

Avaya Aura Call Center EliteMultichannel ApplicationManagement Service User Guide

Provides information abouthow to install and administerApplication ManagementService in Call Center EliteMultichannel.

Sales engineers Solution architects Implementation engineers

Introduction


Title Description AudienceAvaya Aura Call Center EliteMultichannel Upgrade and MigrationGuide

Provides information abouthow to upgrade or migrate: Avaya Aura Call Center

Elite Multichannel Release6.2.x or 6.3.x to Release6.4.

Avaya Aura Call CenterElite Multichannel Release6.2.3, 6.2.5, 6.3, or 6.3.1 toRelease 6.4 Open VirtualApplication (OVA) usingVMware.

Avaya Aura Call CenterElite Multichannel Release6.2.5 or 6.3 OVA to Release6.4 OVA using VMware.

The Upgrade Sequencesection in the respectiveupgrading chapters providesa high-level overview of theprocess.

Implementation engineers Solution architects

Deploying Avaya Aura Call CenterElite Multichannel in an AvayaCustomer Experience VirtualizedEnvironment Guide

Provides information abouthow to deploy the AvayaAura Call Center EliteMultichannel virtualapplication in AvayaCustomer ExperienceVirtualized Environment.This document includesdeployment, configuration,initial administration,troubleshooting, and basicmaintenance checklists andprocedures.

Implementation engineers

Avaya Aura Call Center EliteMultichannel Reporting User Guide

Provides information aboutthe reports for Agents,Customers, Interaction,Program and Schedule,Skills, and VDNs. This guidealso provides informationabout historical reports andreal-time reports.


Avaya Aura Call Center EliteMultichannel TTrace User Guide

Provides information aboutTTrace and its components,helps you to understand theTTraceConsole and


Related resources


Title Description AudienceTTraceConfig user interfaces,and explains the operationsthat you can perform usingTTraceConsole andTTraceConfig.

TrainingThe following courses are available on the Avaya Learning website at http://www.avaya-learning.com. After logging in to the website, enter the course code or the course title in the Searchfield and press Enter or click > to search for the course.Course code Course title5C00092W Avaya Aura Call Center Elite Multichannel Overview10C00010E Knowledge Access: Avaya Aura Call Center Elite Multichannel Implementation10C00094V Avaya Aura Call Center Elite Multichannel Implementation and Maintenance4302 Avaya Aura Call Center Elite Multichannel Implementation Test0C00060E Knowledge Collection Access: Avaya Aura Call Center Elite PortfolioE: Self-paced in virtual campusW: Web (online) courseV: Virtual

Viewing Avaya Mentor videosAvaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avayaproducts.About this taskVideos are available on the Avaya Support website, listed under the video document type, and onthe Avaya-run channel on YouTube.Procedure

To find videos on the Avaya Support website, go to support.avaya.com and perform one of thefollowing actions:- In Search, type Avaya Mentor Videos to see a list of the available videos.- In Search, type the product name. On the Search Results page, select Video in the

Content Type column on the left.

Introduction


To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor andperform one of the following actions:- Enter a key word or key words in the Search Channel to search for a specific product or

topic.- Scroll down Playlists, and click the name of a topic to see the available list of videos posted

on the website.Note:Videos are not available for all products.

SupportGo to the Avaya Support website at http://support.avaya.com for the most up-to-datedocumentation, product notices, and knowledge articles. You can also search for release notes,downloads, and resolutions to issues. Use the online service request system to create a servicerequest. Chat with live agents to get answers to questions, or request an agent to connect you to asupport team if an issue requires additional expertise.

Support


Chapter 2: Overview

Call Center Elite Multichannel is a Microsoft Windows-based software suite. Companies can use thissoftware suite to turn one-dimensional call centers into powerful multimedia contact centers.Call Center Elite Multichannel uses the phantom call capability of Communication Manager andfacilitates customers to make contact through phone, email, text message, or instant message.Whether your customers prefer text messaging on mobile, sending emails, or chatting over theInternet, their method of communication is treated as a phone call. The phone call is placed in apriority queue and distributed to an agent with relevant skills and knowledge. The agent can alsoreply using the same method of communication.Easy to implement and simple to use, Call Center Elite Multichannel also delivers:

Out-of-the-box desktop applications for supervisors Framework applications including intelligent routing, interaction data, and centralized

configuration Automated or agent-initiated outbound preview dialing Powerful application development tools for complete customization and integration Simple and fast wizards for desktop screen pops and routing rules

The following are the major categories of the Call Center Elite Multichannel components: Desktop components: Call Center Elite Multichannel Desktop, Call Center Elite Multichannel

Reporting, and Call Center Elite Multichannel Control Panel. Server components: Application Management Service, Call Routing Server, Configuration

Server, Email Media Store, License Director, Task Director, Media Director, Media Proxy,Preview Contact Media Store, Voice Media Store, Simple Messaging Media Store (AOL-ICQInstant Messenger Gateway, MSN Messenger Gateway, Short Message Service Gateway,Web Chat Gateway, XMPP Gateway, and Communicator Gateway), Virtual Agent, XMLServer, Experience Portal Config Service, Call Recording Config Service, Trace System,Interaction Data Service (Interaction Data Server - Voice and Presence, Interaction DataServer - Multimedia, and Interaction Data Server - View), and Plug-ins (Rules Plug-in, ScriptPlug-in, SOAP Plug-in, and SQL Plug-in).

Developer components: Call Center Elite Multichannel Developer.


Installation optionsInstallation on a physical serverTo install Call Center Elite Multichannel Release 6.4 on a physical server, download the Call CenterElite Multichannel Release 6.4 ISO image from the Avaya Licensing and Delivery System website,https://www.plds.avaya.com.Deployment in a virtualized environmentTo deploy Call Center Elite Multichannel Release 6.4 in a virtualized environment, see DeployingAvaya Aura Call Center Elite Multichannel in an Avaya Customer Experience VirtualizedEnvironment Guide.

Supported languagesIn Call Center Elite Multichannel Release 6.4, all applications are available only in English. Supportfor the following languages will be provided in Call Center Elite Multichannel Release 6.4.1.

English Chinese (Simplified) French German Italian Portuguese (Brazilian) Russian Spanish (Colombian) Japanese Korean

In the Call Center Elite Multichannel configuration, if you select a language other than English, someof the labels might display in English. The translations of such labels will be provided in Call CenterElite Multichannel Release 6.4.1.

XML server failoverThe applications such as Media Director and Call Center Elite Multichannel Desktop support theXML server failover.If the primary XML server fails and you have a secondary XML server configured for any of theseapplications, the application automatically connects to the secondary XML server and continues todeliver the work items. This process does not require restarting the application.

Installation options


The time that the application takes to connect to the secondary XML server depends on the numberof configured phantom stations. For each phantom station, the application takes about 0.1 seconds.If the primary XML server fails and you do not have a secondary XML server configured for any ofthese applications, the application tries to recover the connection with primary XML server afterevery 60 seconds. After the connection recovers, Media Director continues to deliver work items andCall Center Elite Multichannel Desktop starts receiving the work items.

Upgrade to Release 6.4For more information about how to upgrade to Call Center Elite Multichannel Release 6.4, seeAvaya Aura Call Center Elite Multichannel Upgrade and Migration Guide.

Installation requirements

Requirements for the Desktop componentsHardware

2.4 GHz processor (32-bit or 64-bit) 2 GB RAM 10 GB free hard disk space DVD drive

Software One of the following operating systems:

- Microsoft Windows 8.1 Pro or Enterprise (32-bit or 64-bit)- Microsoft Windows 8.0 Pro or Enterprise (32-bit or 64-bit)- Microsoft Windows 7 SP1 Professional, Enterprise, or Ultimate (32-bit or 64-bit)- Microsoft Windows Vista SP2 Business or Enterprise (32-bit or 64-bit)

Microsoft Windows Terminal Services (32-bit) Microsoft Internet Explorer 8.0, 9.0, 10.0, or 11.0 Microsoft .Net Framework 3.5 SP1

Overview


Note:The installation file for Microsoft .Net Framework 3.5 SP1 is placed in the Utilities\Microsoft .Net Redistributable folder in the installer package of Call CenterElite Multichannel.

Requirements for the Server componentsHardware

2.4 GHz processor with minimum 2 processor cores 4 GB RAM 40 GB free disk space DVD drive

Software One of the following operating systems:

- Microsoft Windows Server 2012 Standard- Microsoft Windows Server 2012 R2 Standard- Microsoft Windows Server 2008 SP1 Enterprise or Standard (32-bit or 64-bit)- Microsoft Windows Server 2008 R2 SP1

Internet Information Services (IIS) 7 with IIS 6 Management Compatibility components Microsoft Internet Explorer 8.0, 9.0, 10.0, or 11.0 Microsoft .Net Framework 3.5 SP1 Application Enablement Services TSAPI client 5.2, 6.1, 6.2, or 6.3

Note:- You must install and configure the AES TSAPI client on the core server. To install the

AES TSAPI client, see Installing Application Enablement Services TSAPI client.- For Microsoft Windows Server 2012, you must have AES TSAPI Client release 6.3.3.

One dedicated server to install the following:- License Director- XML Server- Configuration Server- Application Management Director- Media Director- Media Stores and Gateways- Call Routing Server- Virtual Agent- Task Director



- Experience Portal Config Service- Call Recording Config Service- Interaction Data Service

Note:If the agent count is high, it is encouraged that you install Interaction Data Service on aseparate server.

One server for emails:- Microsoft Exchange Server 2007, 2010, or 2013

Note:Only POP3 and SMTP protocols (secure/unsecure) are supported for emails.

One dedicated server to deploy the following:- ACS (Configuration Server) Database- ASMSControl Database- ASMSData{x} Database- ASContact Database

The server must have Microsoft SQL Server 2008 or 2012 Standard, Enterprise, or Expressinstalled with Reporting Services.

Note:- Interaction Data Server uses ASMSControl Database and ASMSData{x} Database and

does not support or require Active Interaction Database.- For the limitations of Microsoft SQL Server Express, such as database size, refer to the

Microsoft website.

Requirements for the Developer componentsSoftware

One of the following operating systems:- Microsoft Windows 8.1 Pro and Enterprise (32-bit or 64-bit)- Microsoft Windows 8.0 Pro and Enterprise (32-bit or 64-bit)- Microsoft Windows 7 SP1 Professional, Enterprise, or Ultimate (32-bit or 64-bit)- Microsoft Windows Server 2012 Standard- Microsoft Windows Server 2012 R2 Standard- Microsoft Windows Server 2008 Enterprise or Standard (32-bit or 64-bit)- Microsoft Windows Server 2008 R2

Microsoft Internet Explorer 7.0, 8.0, 9.0, 10.0, or 11.0 Microsoft .Net Framework 3.5 SP1

Overview


Application Enablement Services TSAPI client software release 5.2, 6.1, 6.2, or 6.3Note:For Microsoft Windows Server 2012, you must have AES TSAPI Client release 6.3.3.



Chapter 3: Supported products

Supported Avaya productsCall Center Elite Multichannel Release 6.4 supports the following Avaya products:Avaya Products Call Center Elite MultichannelAvaya Aura Application Enablement Services 5.2

Avaya Aura Application Enablement Services 6.1, 6.2, and 6.3Call Center Elite Multichannel supports the following AES HA: Geo-Redundancy Locally Redundant High Availability (LRHA) Alternate TSAPI LinkFor more information, see Avaya Aura Application EnablementServices documentation.

Note:During the AES Server or TSAPI link failover, the agent cannotget the contacts.

Call Center Elite 4.0 and 5.0

Avaya Aura Call Center Elite 5.2, 6.0, 6.2, and 6.3

Avaya Communication Manager 4.0

Avaya Aura Communication Manager 5.2 and 5.2.1

Avaya Aura Communication Manager 6.2 and 6.3

Call Management System 15.0, 16.1, 16.3, and 17.0

Voice Portal 5.1 (basic integration)


Avaya Products Call Center Elite MultichannelAvaya Aura Experience Portal 6.0 and 6.0.2 (basic interaction)

Avaya Aura Experience Portal 7.0

Avaya Call Recorder 10, 11, and 12

Supported non-Avaya productsCall Center Elite Multichannel Release 6.4 supports the following non-Avaya products:Non-Avaya Products Desktop ServerMicrosoft Windows 8.1 Pro and Enterprise (32-bit or 64-bit)Microsoft Windows 8.0 Pro and Enterprise (32-bit or 64-bit)Microsoft Windows 7 SP1 Professional,Enterprise, and Ultimate (32-bit and 64-bit)Microsoft Windows Vista SP2 Business andEnterprise (32-bit and 64-bit)Microsoft Windows Server 2012 Standard

Microsoft Windows Server 2012 R2 Standard

Microsoft Windows Server 2008 SP2 (32-bit and64-bit)Microsoft Windows Server 2008 SP1 (64-bit)

Microsoft Exchange Server 2007, 2010, and2013Microsoft Office 365 (Exchange only)1

1 The Use Reply Email Address for Agent Initiated Emails feature is not supported with Microsoft Office 365.For information about this feature, see Administering Avaya Aura Call Center Elite Multichannel

The number of emails polled from Microsoft Office 365 depends on the connection between the Call Center EliteMultichannel server and Microsoft Office 365.

Call Center Elite Multichannel supports Microsoft Office 365 only with secure connections.

Supported non-Avaya products


Non-Avaya Products Desktop ServerMicrosoft SQL Server 2008 Standard, Express,and Enterprise (32-bit and 64-bit)Microsoft SQL Server 2008 R2 (64-bit)

Microsoft SQL Server 2012 Standard, Express,and Enterprise (32-bit and 64-bit)Microsoft Internet Explorer 7.0, 8.0, 9.0, 10.0,and 11.0Microsoft Dynamics CRM 4.0

Microsoft Dynamics CRM 2011

Citrix XenApp 6.5 and 7.5

VMware vMotion 5.0 and 5.1

VMware software components: ESXi Host 5.0, 5.1, and 5.5 vSphere Client 5.0 and 5.1 vCenter Server 5.0 and 5.1VMware Horizon View 5.3

Secure Access LinkSecure Access Link (SAL) is the preferred mode for accessing the Avaya services remotely. CallCenter Elite Multichannel leverages the remote access functionality of SAL.SAL uses the existing Internet connectivity of the customer to provide the remote support. The entirecommunication is outbound from the customer environment using encapsulated HTTPS. SALrequires an upload bandwidth of at least 90 KB/s (720 KB/s) with maximum round trip latency of 150ms.For remote access functionality, you can use one of the following methods:

Web conferencing Remote Desktop Protocol (RDP) Third Party applications, such as GoTo Meeting

Customers must deploy SAL in their network.

Supported products


For more information, see the SAL implementation guide.

Secure Access Link


Chapter 4: Installing and configuring theDesktop components

Call Center Elite Multichannel Desktop installationCall Center Elite Multichannel Desktop runs on various Microsoft Windows operating systems, suchas Windows Vista, Windows 7, Windows 8, and Windows 8.1.To install all the features and functionalities of Call Center Elite Multichannel Desktop, you must usethe Avaya Aura Call Center Elite Multichannel Desktop.msi installer.The following components are installed when you run this installer:

Call Center Elite Multichannel Desktop Media Proxy Service

An administrator can also send this installer to the agent machines using a distribution tool, such asMicrosoft SCCM.

Note:You must have the administrator privileges to install Call Center Elite Multichannel Desktop onMicrosoft Windows Vista, Microsoft Windows 7, Microsoft Windows 8, or Microsoft Windows 8.1.

Installing Call Center Elite Multichannel Desktop silentlyYou can silently install Call Center Elite Multichannel Desktop through the command prompt. Formore information, see Performing silent install on page 174.

Installing Call Center Elite Multichannel Desktop manuallyProcedure

1. Close all open applications.2. Run the Avaya Aura Call Center Elite Multichannel Desktop.msi installer.3. On the Avaya Aura Call Center Elite Multichannel Desktop welcome screen, click Next.


4. On the License Agreement screen, select the I accept the terms in the license agreementoption and click Next.

5. On the Edit Data screen, perform one of the following actions: To source the configuration information from the local .ini file, perform the following

actions:a. Keep the Use default CC Elite Multichannel Desktop INI file for configuration

information check box selected and click Next.b. On the Configure CC Elite Multichannel Desktop screen, enter appropriate values in

the fields and click Next.For information about the fields, see Configure CC Elite Multichannel Desktop fielddescriptions on page 28.

To source the configuration information from Configuration Server, clear the Use defaultCC Elite Multichannel Desktop INI file for configuration information check box, entervalues in the fields, and click Next.For more information about the fields, see Edit Data field descriptions on page 27.

6. On the Choose Destination Location and Shortcut Option screen, perform the followingactions:

a. To install Call Center Elite Multichannel Desktop without a shortcut on the systemdesktop, clear the Include the Avaya Aura Call Center Elite Multichannel Desktopshortcut on the desktop check box.

b. Select a location for the installation files.c. Click Next.

7. On the Ready to Install the Program screen, click Install.8. Click Finish.

Edit Data field descriptionsName DescriptionApplication Name The name of the application for which Configuration

Client requests the configuration information.Server Name or IP Address The name or IP address of Configuration Server

where Configuration Client connects for theconfiguration information.

Port Number The port number that must be used forcommunication between Configuration Server andConfiguration Client if you do not want to use theTCP/IP port number. The default port number is29091.

Configuration Filters The configuration filter works with the applicationname to find a unique user and the configurationinformation of the user from Configuration Server.

Call Center Elite Multichannel Desktop installation


Name DescriptionYou can use the user name, machine name, or bothas a configuration filter: To use the network login name of the user as a

configuration filter, type %%U in the User field. To use the name of the system as a configuration

filter, type %%M in the Machine Name field.

Configure CC Elite Multichannel Desktop field descriptionsName DescriptionMedia Director IP The IP address for Media Director.Media Director Port The port number for Media Director.

The default port number for Media Director is 29087.XML Server IP The IP address for XML Server.XML Server Port The port number for XML Server.

The default port number for XML Server is 29096.License Director IP The IP address for License Director.

Note:When you enter the IP address for LicenseDirector, the Connect License Directorparameter in the configuration file of theapplication changes from False to True.

License Director Port The port number for License Director.The default port number for License Director is29095.

Call Recording Service IP The IP address for Call Recording Service.Call Recording Service Port The port number for Call Recording Service.

The default port number for Call Recording Serviceis 29120.

Call Center Elite Multichannel Desktop configurationAfter you install Call Center Elite Multichannel Desktop, you can start Call Center Elite MultichannelDesktop and configure various parameters through the Options dialog box.Some parameters are unavailable in the Options dialog box and must be configured in theASGUIHost.ini file. The default location of the ASGUIHost.ini file is C:\Program Files

Installing and configuring the Desktop components


\Avaya\Avaya Aura CC Elite Multichannel\Desktop\CC Elite MultichannelDesktop.

Related LinksCall Center Elite Multichannel Desktop configuration on page 136

Configuring Media DirectorProcedure

1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the Media Director tab.4. On the Media Director tab, configure the fields.5. Click Apply and then click OK.

Media Director field descriptions

Name DescriptionMedia Director IP The IP address for Media Director.Media Director port The port number for Media Director. The default port

number for Media Director is 29087.Media Proxy IP The IP address for Media Proxy. The default IP

address for Media Proxy is localhost.Media Proxy port The port number for Media Proxy. The default port

number for Media Proxy is 29079.Enable connection to Media Director You can select this check box to make the

multimedia functionality available within Call CenterElite Multichannel Desktop.

Note:If you do not select this check box, you can useCall Center Elite Multichannel Desktop only forreceiving the voice work items.

Connect to Media Director when agent logs in You can select this check box to connect Call CenterElite Multichannel Desktop to Media Director whenan agent logs into Avaya Communication Manager.

Note:If you do not select this check box, Call CenterElite Multichannel Desktop automatically

Call Center Elite Multichannel Desktop configuration


Name Descriptionconnects to Media Director immediately afterCall Center Elite Multichannel Desktop starts.

Login to Media Director If you select this check box, an agent automaticallylogs in to Media Director.

Channel Type The communication channel that Media Directoruses. The default communication channel is gtcp.

Configuring PresenceAbout this taskUsing the Presence tab, you can view the activity and work status of an agent. To view the activityof an agent, specify the Station DN and Agent ID of the agent.If you configure the fields on the IDS View Client tab, Call Center Elite Multichannel Desktopautomatically displays a list of stations that Interaction Data Server - View monitors. Call Center EliteMultichannel Desktop also displays the agents logged into the switch that Interaction Data Server -View monitors.Procedure

1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the Presence tab.4. Click the General tab and configure the fields.5. Click the Update Intervals tab and configure the fields.6. Click Apply and then click OK.

Presence field descriptions

Name DescriptionGeneral Tab Enable error logging You can select this check box to write the plug-in

error information to an error log file.Group name The name of the group that you want to monitor. You

must set the group names in ASContact Database.Presence Display Mode Normal: This mode displays the normal statistical

data. Supervisor: This mode displays the detailed

statistical data, which is unrelated to the everydayactivities of an agent.



Name DescriptionStation DN The station number of the agent.Agent ID The unique identifier of the agent.Maximum tabbed groups The maximum number of tabs that you want to view.

The default value is 20.Maximum group members The maximum number of group members that you

want to view. The default value is 50.Alternate line color in display window The display color for the alternate lines in the

presence window.Time Display Style Seconds only: The time is displayed in seconds.

Minutes and seconds: The time is displayed inminutes and seconds.

Update Intervals Tab Update Last State Time Interval The time after which the Presence window must

refresh the information. This information includes theagent state in the Presence plug-in.

Contact Synchronize Interval The time after which the contacts in the ASContactdatabase must synchronize with the Presencewindow.

Configuring Session NotesProcedure

1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the Session Notes tab.4. On the Session Notes tab, configure the fields.5. Click Apply and then click OK.

Session Notes field descriptions

Name DescriptionFile location The path for saving and retrieving the session notes.

The session notes are .rtf files. The default locationfor saving and retrieving the session notes is the MyDocuments folder of the logged in agent.

Enable automatic saving The time after which the contents of the sessionnotes are automatically saved to the specified path.

Spell check as you type You can select this check box to enable the spellingcheck while typing the text.



Name DescriptionEnable error logging You can select this check box to write the plug-in

error information to an error log file.

Configuring TelephonyProcedure

1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the Telephony tab.4. On the Telephony tab, configure the fields.5. Click Apply and then click OK.

Telephony field descriptions

Name DescriptionStation DN The phone number of the agent. Call Center Elite

Multichannel Desktop associates with the phonenumber that you specify in this field.

Enable error logging You can select this check box to write the plug-inerror information to an error log file.

XML Server IP The IP address for XML Server.XML Server port The port number for the primary XML Server. The

default port number for the naming service is 29096.Link The XML interface link that Call Center Elite

Multichannel Desktop can use to connect to AvayaTelephony Server and Avaya CommunicationManager.You can click the ellipses (...) button next to this fieldand select the XML interface link from a list ofconfigured XML interfaces.

Poll Agent status You can select this check box to enable polling of theagent status.

Polling interval The time after which Call Center Elite MultichannelDesktop polls the status of an agent. To reduce thenetwork traffic, you must keep the polling interval ashigh as possible.

Poll Send All Calls status You can select this check box to enable polling of thestatus of all calls that an agent sends.



Name DescriptionPoll Call Forward status You can select this check box to enable polling of the

status of all calls that an agent forwards.Poll Message Waiting status You can select this check box to enable polling of the

status of the waiting message at an agent station.Polling interval The time after which Call Center Elite Multichannel

Desktop polls the status of an agent station. Toreduce the network traffic, you must keep the pollinginterval as high as possible.

Enable trace You can select this check box to send applicationerror information to the Debug window.

Reconnect interval The time for which the Telephony plug-in waitsbefore retrying to connect to XML Server. Thedefault value for this time is 15 seconds.

Configuring UserProcedure

1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the User tab.4. Click the General tab and configure the fields.5. Click the Reason Codes tab and configure the fields.6. Click Apply and then click OK.

User field descriptions

Name DescriptionGeneral Tab Toolbar Position Top first: The first toolbar from the top.

Top second: The second toolbar from the top. Bottom: The toolbar at the bottom of the screen.


Use advanced login style You can select this check box to force an agent tochange the login from the User toolbar.

Agent ID The login ID of the agent as configured in AvayaCommunication Manager.



Name DescriptionAgent password The password associated with the login ID of the

agent.Login mode The work mode that automatically sets to an agent

after the agent logs into Call Center EliteMultichannel Desktop. Auxiliary: This mode makes an agent unavailable

to receive calls, so that the agent can complete thework unrelated to a call. For example, tea break.

After Call Work: This mode makes an agentunavailable to receive calls, so that the agent cancomplete the after call work. For example, filling aform or updating customer details.

Available: This mode makes an agent available toreceive calls.

Available mode The mode in which the system puts an agent afterthe current call ends. Auto-In: The system automatically puts an agent in

the Available mode after the current call ends. Manual-In: The system automatically puts an agent

in the After Call Work mode after the current callends. To further receive calls, the agent mustmanually change the work mode to Available.

Voicemail DN The phone number where the system must send allincoming calls when the Send All Calls button onthe User toolbar is enabled.This DN connects the caller to the voice mail of theagent.

Display ACW button If you select this check box, the After Call Work(ACW) button is displayed on the Call Center EliteMultichannel Desktop interface.

Note:If you do not select this check box, the agentcannot use the ACW functionality.

Display AUX button If you select this check box, the AUX button isdisplayed on the Call Center Elite MultichannelDesktop interface.

Note:If you do not select this option, the agent cannotuse the Auxiliary mode.

Disable ACW button when in After Call Workmode

If you select this check box, the ACW button on theCall Center Elite Multichannel Desktop interfacedisables when an agent is in the ACW mode. This



Name Descriptionoption prevents an agent to extend the time spent inthe ACW mode.

Disable AUX button when in Auxiliary mode If you select this check box, the AUX button on theapplication interface disables when an agent is in theAUX mode. This option prevents an agent fromchanging the reason code selected while changingthe work mode to Auxiliary.

Allow user-selected work mode If you select this check box, the agent can select theAuto-In or Manual-In work mode while in theAvailable mode.

Note:If you do not select this check box, Call CenterElite Multichannel Desktop automatically usesthe default work mode that you set on theGeneral tab.

Force reason code selection when changing toAuxiliary mode

If you select this check box, an agent is forced toselect a reason code while changing to AUX mode.

Note:If you do not select this check box, an agent canselect a reason code. The agent can also clickthe AUX button and use the default reasoncode specified in the configuration file of theapplication.

Force reason code selection when logging out If you select this check box, an agent is forced toselect a reason code while logging out from theapplication.

Note:If you do not select this check box, an agent canselect a reason code. The agent can also clickthe Logout button and use the default reasoncode specified in the configuration file of theapplication.

Reason Codes Tab Mode For Logout Reason Codes, this field provides

options to disable the reason codes or to use thereason codes when logging out.

For AUX Reason Codes, this field provides optionsto disable the reason codes or to use the reasoncodes when changing to AUX mode.

Adding Logout reason codes



Procedure1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the User tab.4. Click the Reason Codes tab.5. In the Logout Reason Codes section, click the Mode arrow and select Use reason codes

when logging out.6. Click Add.7. On the Add Reason Code dialog box, perform the following actions:

a. In the Reason code ID field, enter a unique identifier for the reason code.b. In the Reason code description field, enter the description for the reason code.c. Click OK.

8. Repeat the steps 5 to 6 to add more Logout reason codes.Note:You can change a Logout reason code by clicking Edit and remove a Logout reasoncode by clicking Remove.

Adding Auxiliary reason codesProcedure

1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the User tab.4. Click the Reason Codes tab.5. In the Auxiliary Reason Codes section, click the Mode arrow and select Use reason

codes when changing to Auxiliary.6. Click Add.7. On the Add Reason Code dialog box, perform the following actions:

a. In the Reason code ID field, enter a unique identifier for the reason code.b. In the Reason code description field, enter the description for the reason code.c. Click OK.

8. Repeat the steps 5 to 6 to add more Auxiliary reason codes.



Note:You can change an Auxiliary reason code by clicking Edit and remove an Auxiliaryreason code by clicking Remove.

Configuring VoiceProcedure

1. Start Call Center Elite Multichannel Desktop.2. Click Tools > Options.3. In the Options dialog box, click the Voice tab.4. On the Voice tab, configure the fields.5. Click Apply and then click OK.

Voice field descriptions

Name DescriptionToolbar Position Top first: The first toolbar from the top.

Top second: The second toolbar from the top. Bottom: The toolbar at the bottom of the screen.


Make call active when work item tab clicked You can select this check box to activate a voice callwhen you click the tab for a voice work item.If you select this check box, an agent can answer analerting call and resume a call that is on hold.

Note:If you do not select this check box, an agent canclick the Work Item tab and then click theAnswer or Unhold button on the toolbar.

Automatically hold active call on dial You can select this check box to automatically putthe current call on hold when an agent dials anothercall.

Lock window layout You can select this check box to lock the layout ofyour voice work item tabs and restrict an agent tochange the size and position of a tab.

Bring forward work item if call answered by othermeans

You can select this check box to make a phone callthat an agent answers from a physical phone or any



Name Descriptionother method outside this application active withinCall Center Elite Multichannel Desktop.

Drop phantom call(s) when application closes You can select this check box to drop the phantomcalls from the physical phone of an agent when theagent closes Call Center Elite Multichannel Desktop.

Enable Smart Dial You can select this check box to enable the SmartDial functionality.

Dial local area code You can select this check box to force Smart Dial touse the local area code specified in the phonenumber.

Note:Smart Dial uses the local area code specified inthe phone number even when it recognizes thesame code.

Dial outside line access code You can select this check box to force Smart Dial touse the outside line access code for all externalphone calls.Selecting this option overrides any contradictorybehavior set in a switch.

International access code The code required to make an international call.Long distance access code The code required to make an international call.Outside line access code The code required to dial an outside line.Minimum length for outside call The minimum number of digits required to make an

outside call.Local exchange codes that require long distanceaccess code

The local exchange codes that you want Smart Dialto automatically precede with the long distanceaccess code. You can specify multiple exchangecodes, provided you separate the exchange codesby a comma and a space.For example, 23, 27, 31.

Local country code Your local country code.Local area codes Your local area code. If applicable, you can specify

multiple local area codes, provided you separate thearea codes by a comma and a space.For example, 9, 3, 4.

Call Recording Server IP The host name or IP address for Call Recordin

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