ADMIN-MANUAL€¦ · • Time on the phone for individual extensions or groups • Average waiting time / ringing time • Visualization and optimisation of service quality • Performances

Seite 3 von 13

ADMIN-MANUALUC-Analytics by aurenz & AlwinPro UC-Edition

Product Version: 11.2.4 Page 2 of 50

Admin-Manual


Admin-Manual

1 PREFACE................................................................................................................................................ 5

1.1 Legal notice .................................................................................................................................................... 5

1.2 Product version ............................................................................................................................................. 5

2 PREPARATIONS ................................................................................................................................... 6

2.1 Checklist .......................................................................................................................................................... 6

2.2 Aurenz UC-Analytics and AlwinPro UC-Edition - Overview .................................................................. 7

2.3 Aurenz Software and Data Protection ..................................................................................................... 8

2.4 Requirements for Connecting UC-Analytics to the Communication System .................................. 9

2.5 License Model ................................................................................................................................................ 9

2.6 Preparation and Installation Remarks ................................................................................................... 10

3 PERFORMING THE INSTALLATION ................................................................................................14

3.1 Installation .................................................................................................................................................... 14

3.2 Getting Started ............................................................................................................................................ 15

3.3 Program Modules ....................................................................................................................................... 16

4 BASIC CONFIGURATION ..................................................................................................................20

4.1 Software Activation and Copy Protection .............................................................................................. 20

4.2 Define Call Types to be processed ......................................................................................................... 21

4.3 Setting Network Carrier Tariffs ................................................................................................................ 21

4.4 Hunt Groups ................................................................................................................................................ 22

4.5 Organisational Chart .................................................................................................................................. 22

4.6 Connecting communication systems ..................................................................................................... 23

5 TASKS AFTER THE BASIC CONFIGURATION IS DONE ...............................................................24

5.1 User Management ...................................................................................................................................... 24

5.2 Which Call Types are to be stored .......................................................................................................... 27

5.3 Organisational Chart .................................................................................................................................. 27

5.4 Sammelgruppen.......................................................................................................................................... 28

5.5 Dynamic Teams ........................................................................................................................................... 30

5.6 Import network carrier tariff .................................................................................................................... 35

5.7 Create and assign Data Privacy Packages ............................................................................................. 35

5.8 GDPR - General process description...................................................................................................... 35

5.8.1 GDPR - Deletion periods and the right to be forgotten ..................................................................... 35


Admin-Manual

5.8.2 GDPR – Obligation to inform .................................................................................................................... 36

5.8.3 GDPR - Data portability.............................................................................................................................. 36

5.9 Manually installing the aurenz Program Modules as Windows Service ......................................... 36

5.9.1 Verify user rights of the user account .................................................................................................... 36

5.9.2 Installation of the Services ........................................................................................................................ 36

5.10 Change WebSuite Default-Ports .............................................................................................................. 37

5.11 Setting up additional workstations (only Classic Windows Application)......................................... 37

6 DETAILED DESCRIPTION OF THE MENU ITEMS .........................................................................38

6.1 Basic Settings ............................................................................................................................................... 38

7 MAINTAINANCE .................................................................................................................................44

7.1 Backup and recovery ................................................................................................................................. 44

7.1.1 Manuel backup and restore data ............................................................................................................ 44

7.1.2 Automate the data backups ..................................................................................................................... 45

7.1.3 Data backup using external backup programs .................................................................................... 45

8 THE VARIOUS USER INTERFACES ..................................................................................................46

8.1 Classic / WebSuite / webserver for telephone services ..................................................................... 46

9 TROUBLESHOOTING .......................................................................................................................47

9.1 Problems after Installation ....................................................................................................................... 47

9.1.1 Problems running services/ applications .............................................................................................. 47

9.1.2 Error Message "No valid serial number ..." ........................................................................................... 47

9.2 Forgot your password ................................................................................................................................ 48

9.3 Automatic database optimisation ........................................................................................................... 48

9.4 Repair database .......................................................................................................................................... 48

9.5 Data Collector - Data Record Error ......................................................................................................... 48

9.6 Backup and restore Data .......................................................................................................................... 49

9.7 Windows Application – multiple Workstations required ................................................................... 49

9.8 Online License activation not possible .................................................................................................. 49

9.9 FAQ's and Tutorial Videos ......................................................................................................................... 49


Admin-Manual

1 PREFACE This document provides guidance and assistance for planning, installing and configuring the aurenz software AlwinPro UC Edition - for billing of UC services, and the communication analysis software: UC-Analytics

On our web site you will find more information, video tutorials and FAQ's. UC-Analytics: https://www.aurenz.de/de/produkte/uc-analytics.html AlwinPro UC-Edition: https://www.aurenz.de/de/produkte/alwinpro-uc-edition.html aurenz FAQ's: https://www.aurenz.de/de/support/faq.html

aurenz tutorials: https://www.aurenz.de/de/support/tutorials.html For further assistance, contact the system house or partner from whom you obtained the aurenz software. The aurenz software can be obtained, implemented and supervised from a numerous of sales partners. Overview of aurenz partners: http://www.aurenz.de/de/partner/#unsere-partner

1.1 Legal notice All rights concerning this documentation, in particular the right to duplicate, distribute and translate is reserved. No part of this documentation may, in any way, neither be reproduced, nor processed, duplicated or distributed using electronic systems, without a written permission from the aurenz GmbH. Aurenz GmbH is not liable for any errors in this documentation. The legal accountability for direct and indirect damage occurring in connection with delivery or the usage of this documentation is as far as this is legally permissible - excluded.

The reports created using this software product are based on the data transmitted by the communication system. Tests with different systems have shown that in some cases insufficient data has been supplied. The aurenz GmbH does not take responsibility for the completeness, timeliness and accuracy of the communication data from the communication system used by the licensee. Detailed information regarding various telephone systems and compatible communication systems can be found at our homepage: www.aurenz.de.

1.2 Product version Admin-Manual dated 28.02.2019 Software Version UC-Analytics & AlwinPro UC Edition 11.2.4

http://www.aurenz.de/


Admin-Manual

2 PREPARATIONS

2.1 Checklist

1. Download the latest aurenz UC-Analytics version: https://www.aurenz.de/de/produkte/uc-analytics.html

2. Microsoft Windows Server 2008 R2 or later with current patch level: https://www.aurenz.de/de/support/downloads.html#nuetzliche-informationen

3. Prepare Telephone communication system. See system-dependent connection description (chapter 2.4)

4. Valid licenses available (chapter 2.5)

5. Required / available network provider tariffs: https://www.aurenz.de/de/support/netzanbieter.html

6. Sufficient authorization for implementing the infrastructure

- Administrative User Account for installing the software

- The right to create service accounts on the UC-Analytics server

- Access to the mail server via SMTP (with or without authentication)

https://www.aurenz.de/de/produkte/uc-analytics.html

https://www.aurenz.de/de/support/downloads.html#nuetzliche-informationen

https://www.aurenz.de/de/support/netzanbieter.html


Admin-Manual

2.2 Aurenz UC-Analytics and AlwinPro UC-Edition - Overview AlwinPro UC Edition The AlwinPro UC Edition comprises the accounting in form of lists and tables, and does not provide graphical analysis or statistics.

• Accounting and cost calculation of communication data • Capturing of working hour costs • Capturing of device costs • Capturing of services • User-based cost allocation • Billing for internal purposes or for service providers

UC-Analytics by aurenz The UC-Analytics consists of the accounting module AlwinPro UC-Edition. In addition it includes graphic statistics and communication analyses as for example:

• General analyses of corporate communication • Time on the phone for individual extensions or groups • Average waiting time / ringing time

• Visualization and optimisation of service quality • Performances of hunt groups

• Tools for process optimization and resource planning


Admin-Manual

2.3 Aurenz Software and Data Protection Aurenz software was developed, taking into account data protection regulations from the very beginning. It offers various options and evaluation possibilities, all up to date with current data protection requirements.

GDPR - The most important Topics at a glance There is one set of data protection rules for all companies operating in the EU, wherever they are based. After four years of preparation and debate the GDPR was finally approved by the EU Parliament on 14 April 2016. It was enforced on 25 May 2018. The goal is to establish uniform rules for those who store and process data. With the significant fines that can be imposed, businesses are investing heavily in data protection to stay on the safe side. Aurenz software products are adjusted to meet the requirements of the GDPR from the release 10.4.03.

• Automatic Data Deletion The deletion periods for our products can be defined individually for different groups of people. The data is deleted automatically by the system

• Right to erasure (to be forgotten) The data subject shall have the right to have personal data erased. The data deletion will be logged in the program

• Information The system can output which kind of data was stored and during which period.

• Data Portability The data subject shall have the right to receive personal data concerning him or her, whenever requested. Through a web portal provided by the system, the data subject can retrieve his/her connection data and download it as a PDF or as a CSV file.

• Encryption All data, i.e. connection data and configuration data are always stored encrypted according to the latest security standards. External access to the data is not possible. The data is only readable from within the program, using the correct key.


Admin-Manual

2.4 Requirements for Connecting UC-Analytics to the Communication System

2.4.1 Connection Descriptions For the most common communication systems we provide information regarding significant configuration, special features and setting variants. Find them in the folder "Anbindung an Telefonanlagen\en", within the downloaded software. Among others, the following manufacturers are considered:

Aastra, Alcatel, Ascom, Auerswald, Cisco, Innovaphone, Media Streams, Microsoft, NEC, OnSoft, Panasonic, Samsung, Starface, Swyx, Unify.

2.4.2 Connecting several communication systems to UCA By default, several systems can be connected to the aurenz software. The data from different systems must be retrieved or imported one after the other. The data from several systems must be clearly identifiable for a proper cost allocation or meaningful reporting. For example do not use a single extension ID such as a direct access number, but the complete telephone number in E.164 format as identification.

2.5 License Model Menu Bar: ? / About …

The license model is based on extensions (analogue, digital and virtual) for which the communication system provides data to be evaluated. The communication system itself, or the aurenz software, can regulate which extensions should be considered as relevant for the data process – all or just chosen ones. This is important because, depending on the communication system, it is not always possible to determine whether the data records are from internal or external extensions. External extensions that are considered to be relevant can lead to a license overflow. Information about licensed and used extensions can be found in the UC-Analytics or AlwinPro program window in the Menu "?" under "About ..."

2.5.1 Important Terms regarding Licensing

• Relevant Extensions: Identify the relevant extensions to be evaluated. By default, the number of licensed extensions can be defined, and maximum the same amount of extensions can be ignored.

Example: 500 licensed relevant extensions = 500 relevant extensions + maximum 500 extensions to be ignored.

• Online activation: The online activation of the aurenz software is the simplest form of license activation. The query is sent to the web server service.aurenz.de

• Serial Number: Identifies your software uniquely and is required for all technical and sales inquiries at the manufacturer / business partner.

• Licence Key: Includes the functionality and number of extensions for your aurenz product. The licence key is included by delivery.

• Activation code: If an online activation of your aurenz product is not possible, for technical or organizational reasons, manual activation (by phone or e-mail) can be performed. You will receive an activation code that is valid for as long as your software assurance contract is valid (normally 12 month at the time). Manual activation should be performed again before the expiry date.

2.5.2 Too few Licenses – What happens If the amount of licenses is too few, a so-called classifier overflow occurs. In this case, the already existing classifiers (a classifier can be an extension or a mobile phone number) continue to be supplied with the call

https://www.aurenz.de/en/support/downloads.html


Admin-Manual

data, but additional new classifiers are no longer created and so the call data will be lost. The data sets of "overflow classifiers" are stored in the file OverflowTel-X.log, which you will find in the aurenz software installation directory. Before a classifier overflow occurs, you will be notified. The notification is generated when 95% of the licenses are used.

2.6 Preparation and Installation Remarks

2.6.1 Connection to the Communication System To be able to use the UC-Analytics or AlwinPro UC-Edition, you need data from a communication system such as your PBX. By using our connection description it must be checked in advance whether all conditions for the connection are given. If you have any questions, please contact your system vendor.

2.6.2 System Requirements / Minimum Requirements UC-Analytics and AlwinPro UC-Edition can be installed on a suitable server (for test purposes also on a PC). The following minimum requirements should be considered as orientation values for the planning and provision of the corresponding hardware. These minimum requirements depend on the volume of data to be processed, the call volume as well as the desired processing and evaluation performance. Rule of thumb for the memory requirement: 100,000 data records correspond to approx. 100 MB. You can find the current minimum requirements on our website: https://www.aurenz.de/de/support/downloads.html#nuetzliche-informationen

2.6.3 Virtualisation If the software is operated in a virtualised environment, the same minimum requirements apply to the virtual machine. The resources mentioned above must be reserved for the respective software solution. The necessary hardware is not part of the aurenz scope of delivery. If necessary, please contact your competent ITC dealer for a quotation.

2.6.4 Administrative Rights The installation requires administrative rights. With activated Windows UAC, run the setup as Administrator via the context menu. Depending on the environment, rights may be required for optional access to network resources such as network share or printer servers. However no special rights are required to run and use the aurenz software. If special security policies apply to the Microsoft Windows operating system or network infrastructure in use, additional Windows settings and Windows user rights may be required.

2.6.5 Setting up User Accounts for Windows Services The UC-Analytics and AlwinPro UC-Edition system programs "Data Collector", "Reporting", "Webserver" and "WebSuite" can be set up as Windows System Services. For this we recommend a separate user account, for instance set up "UCA service". If the services are to access resources of other systems in the domain, it is recommended to create a domain user account otherwise a local user account is sufficient. This account does not require administrative rights. We recommend activating the option "password never expires". The "start as service" right automatically sustain the account when you install UC-Analytics / AlwinPro UC Edition. If special security policies apply to the Microsoft Windows operating system or network infrastructure in use, additional settings and rights may be required. Summary:

• Create user account locally or in domain – For instance "UCA service"

https://www.aurenz.de/de/support/downloads.html#nuetzliche-informationen


Admin-Manual

• Use the right: “start as a service” • Activate the option "password never expires"

2.6.6 Organisation Chart The organisational chart enables targeted evaluations based on the hierarchical structure of the company or organisation, individual departments or teams in the form of a hierarchical tree structure. Up to seven levels of hierarchy are supported. These nodes can represent companies’ locations, cost centres, departments, subscribers etc... Each subscriber can be assigned different classifiers (e.g. extensions), through to which the calls are assigned. If such an assignment is not possible, a new subscriber is created for each classifier, under the system node miscellaneous. In this way it is ensured that no call data gets lost because of a missing extension within the organisation chart. It saves a lot of time, if cleared before the installation, how the organisation structure data should be mapped and maintained in the UC-Analytics organisation chart. The organisation chart can be created manually, via import using a text file (CSV) or by synchronization with a directory service via LDAP (for example: Microsoft Active Directory) or via XIE (HI Path Manager).

2.6.7 The SUPERUSER When installing the aurenz software, the user SUPERUSER is always created. Optionally, another user with limited access rights can be created. The user SUPERUSER has access to all program functions and can set up additional users as needed. In the installation wizard, a password can be assigned for the created user. If required, additional users can be created also after the installation.

2.6.8 Network Carriers To be able to correctly calculate the incurred call costs from the beginning, the aurenz software needs information about the network carrier-tariffs. This information must be available in a <network carrier> .ini file. The most common tariffs can be found on our homepage (www.aurenz.de) free of charge. If individual rates are used, a new <network carrier> .ini must be created. Aurenz GmbH offers a fee-based service to create this customized <network carrier> .ini. This requires complete, detailed rate information. Depending on which network carrier is used, configurations must be made. Consider the following:

• All calls are made via only one network carrier. • The telephone line is connected to a network carrier via preselection. However, all local calls are

routed through another network carrier. • There are many call-by-call conversations.

2.6.9 Tariff configuration Every telephone call costs money, on the one hand costs which are payed to the network carrier and on the other hand indirect costs such as rent, working hours, purchasing hard and software etc. In order to be able to allocate these costs to communication, working-hours, equipment, basic charges or other, one must define so-called tariff packages and assign them to the individual subscribers.

2.6.10 Privacy Packages and Storing of Call Data To ensure data protection when handling personal call data, UC-Analytics and AlwinPro UC offer data protection packages. Every subscriber is assigned the standard data protection package by default. Setting of the default data protection package

http://www.aurenz.de/


Admin-Manual

• Business calls and project calls: complete information regarding: call duration, location, time and phone number.

• Private and PIN calls: complete information regarding: call duration, location and time. For the phone number, the last five digits are masked.

Depending on the company’s data privacy requirements, individual data protection packages can be created and assigned to different subscribers. The call information can be displayed completely or masked, as well as deleted. It is also relevant for the data protection regulations, how long stored call data may be kept available. Note that there may be different retention periods for business (and project) and private (and PIN) calls.

Deleted information cannot be recovered.

Discuss the data protection in detail with the responsible authority and do not ignore in particular the requirements from the works council / data protection officers / company doctors and advice centres.


Admin-Manual

2.6.11 Firewall und Co To ensure reliable operation of the aurenz software, reliable communication in the network must be ensured via certain network ports. Below is an overview of the ports and protocols used by default:

Task Protocol, Port Direction Connection Remark Email transmission via SMTP

TCP 25 outgoing

FTP (FTP Client passive) TCP 21 + dyn. Port

outgoing outgoing

Establishment from local, dynamic port (1024-65535) towards Server-port 21. Establishment data channel from outgoing local port (1024-65535) towards outgoing Server-port (1024-65535).

4400, we actively collecting data

FTP (FTP Client active) TCP 21 + dyn. Port

outgoing incoming

Verbindungsanfrage von lokalem, dyn. Port (1024-65535) zu Server-Port 21. Aufbau Datenkanal von Server Port 20 zu ausgehandeltem Client-Port (1024-65535).

passive

FTP (FTP Server) TCP 21 + dyn. Port

incoming incoming

Verbindungsanfrage von Client mit dyn. Port (1024-65535) zu Server-Port 21. Aufbau Datenkanal von Server Port 20 zu ausgehandeltem Client-Port (1024-65535).

CCM ab Version 5.0

SFTP Client or Server TCP 22 Incoming or outgoing

Client Installation on a workstation (Windows SMB for file share)

TCP 135-139 UDP 135-139 TCP 445

incoming or outgoing

MS Windows file share (SMB und common Ports for DNS/NetBIOS name resolution.

Client-Server-Database Server TCP 6092 incoming Port can be checked in File „ctstatus.fcs“ within the system folder (after the database service “Faircom” was stated)

Client-Server- Database Client TCP 6092 outgoing

Organisation chart synchronization

UDP 5249-5253

Broadcast To avoid broadcasts the option „RemoteIP-1=yyy“ can be used for direct communication with the destination IP.

To be configured with „BasePort=xxxx“ (always 5 ports are used)

Organisation chart synchronization via LDAP

TCP 389 outgoing

Organisation chart synchronization via LDAPs

TCP 636 outgoing For LDAPs an additional ini-Key has to be set „LDAP_OPT_SSL=1“

WebServer TCP 80 TCP 443

incoming Receives requests through port 80 From Webserver, XML etc.

WebSuite

TCP 8081 TCP 8443 TCP 4711 TCP 4712

incoming Port 4711 / 4712 only for localhost


Admin-Manual

3 PERFORMING THE INSTALLATION Please pay attention to chapter 2.6 Preparation and installation remarks before installation.

3.1 Installation The installation of the software must be executed with administrative rights. These are not necessary for the operation or use of the software. The installation is performed with the help of a wizard. Start the installation by right-clicking on the file "setup.exe" and select "Run as Administrator" in the main directory of the DVD or the downloaded and previously unzipped ZIP archive.

During the installation, you will be given the option of assigning a password for the user "SUPERUSER". It is strongly recommended to choose a secure password.

Please read and follow the instructions of the installation wizard.

1. Quit open applications to ensure a smooth installation.

2. The installation wizard starts. It accompanies you throughout the installation and supports you with useful information for installing and configuring the aurenz software.

3. If not already available, the required Windows component vcredist_x86 is installed.

4. Read the license terms. If you do not agree with the terms, you will not be able to proceed with the installation.

5. Select installation type:

• Standard: Main installation with integrated database - suitable in most cases.

• Main installation with client / server database. Here an activation key for Faircom database server is required (can be purchased from your aurenz partner).

• Installation via an additional workstation (shortcut) - The main installation must be reachable via network (SMB / file sharing).

6. Select the type of licensing:

• Full version - A valid license (serial number and activation code) is required.

• Trial Version - trial over 60 days with up to 500 extensions included.

7. If you select "Full version", enter your license information. Then check the license modules in the compilation.

8. Select the installation location:

a. Standard for UC-Analytics: "C:\Program Files (x86)\Aurenz\UC-Analytics".

b. Standard for AlwinPro UC Edition: "C:\Program Files (x86)\Aurenz\AlwinPro"

9. Select the preferred language (German / English) of the aurenz Windows applications. Please note that you can choose further languages in the aurenz Web Suite regardless of this setting.

10. Select the relevant zoning table configuration, for tariffing (D / AT / none).

11. Now the installation of aurenz services follows. Preparation details can be found in chapter 2.6.5.

12. Verify your details in the summary and continue the installation.


Admin-Manual

13. Now files are copied and everything is prepared for the software to be used. After completion, you will see some hints displayed in the browser window.

14. Settings for the e-mail server: If a special port is required for encrypted SMTP transmission, this can be subsequently configured here: Menu bar: File / Program Setup / Basic settings / Miscellaneous / Email server. We recommend an e-mail server connection so that specified e-mail address can be notified via various system events.

15. Set up data source (optional) A data source represents a connection to a communication system (PBX) of which data is to be processed in the aurenz software. Further data sources can be set later on. Menu bar: File / Program Setup / Data Sources. Further details can be found in chapter 2.4.1 Connection Description.

16. After completing the installation: The programs uca.exe and datacollector.exe need access to the network. The Windows operating system will request permission to access these programs if the firewall is active.

3.2 Getting Started The setup and basic configuration is done via the Windows application UC-Analytics or AlwinPro UC. The data collector window is opened with by double-clicking the "Data Collector" icon in the lower right area of the Windows taskbar. Access to the Web Suite is available via the following URLs:

http://<Host of the UC-Edition>:8081 https://<Host of the UC-Edition>:8443

The TCP ports of the Web Suite (TCP 8081 for HTTP and TCP 8443 for SSL / HTTPS) can be changed in the basic settings as required.

What you should consider before collecting the call data for the first time Take your time and configure UC-Analytics according to your requirements. If you would like to carry out the configuration using existing call data in order to be able to illustrate the differences between the configuration variants, you should backup the call data collected in advance before you pick up the data from the communication system for the first time.


Admin-Manual

3.3 Program Modules Below is a brief overview of the program modules of your aurenz software.

3.3.1 aurenz WebSuite The aurenz WebSuite can be accessed using a current browser. There is no need to install additional software.

The Web Suite performs the following tasks:

• Create and schedule reports, statistics and data deletion • Configure and access the dashboard • Edit the organisation chart • Hunt group configuration • Control and analyse of Dynamic Teams • Retrieve provided reports


Admin-Manual

3.3.2 The Windows Application AlwinPro UC Edition and UC Analytics This is the "classic" Windows application for the configuration of the aurenz software. The creation and execution of reports takes place over the aurenz Web Suite. In the classic Windows application the following tasks are executed:

• Make central configurations and settings • Create, import and edit network carriers • User and authorization management • Data privacy settings

3.3.3 Data Collector The data collection is also a "classic" Windows application and represents the interface between the communication system and aurenz software. The call data is processed in regular intervals or manually on command by the user.


Admin-Manual

The data collection must be installed as a Windows service and start automatically in order for the data collector to process the communication data automatically. If the data collector is started manually, the process will only run as long as the Windows system user is not logged off. Start the user interface by double-clicking on the "Data Collector" icon in the Windows information bar on the server the aurenz software is installed.

The following tasks are performed in the data collection: • Creating new data sources • Editing existing data sources • Data record monitor • Information about processing communication data • Starting the call data import manually

All functions are available to you only as a user "SUPERUSER". The Data Source window consists of three sections:

• Data Sources Creating and editing data sources. While processing a data source, it is automatically locked - no new data is fetched or received during this period.

• Data Connections The data source currently processing data and the data recordings are being displayed.

• Processed data records The starting time of the connection, the number of data records entered in the database since then, and the number of incorrect records are being displayed.

Erroneous data records are non-interpretable records with an unexpected or faulty syntax or structure (e.g. after an update of the communication system). These records are not discarded but assigned to the file Fehlsatz.dat in the installation directory. This file may also contain information about the cause of the problem. These records are assigned to the extension “99999999”.

The Data Record Monitor The record monitor logs (traces) all imported data records and can help to detect erroneous processing at an early stage. The record monitor is activated when selecting a data source instance and then selecting record monitor in the telephone system menu bar. This is a temporary monitor, which is deleted when closing.

You can also activate permanent data record monitors. To do this, select the menu item "edit monitors" via the menu item "Telephone Systems".


Admin-Manual

On the right hand side of the monitor log window, you can now enable different monitors for the data sources and layers. Record monitors are stored in the installation directory under the PbxMonitor folder. For each activated monitor, a DMT file with consecutive number is stored. In addition, in the “System” directory in the installation directory, there is a corresponding file DIVDATA*.dat and DIVDATA*.idx. You can view or delete current or all monitor files in the monitor log window.

As long as monitors are permanently activated, all call data is tracked (traced) and hard disk space allocated. Keep track of available space.

Recommendation: Only activate the monitors if you want to check for problems that do not occur continuously. If the problems are solved, you should definitely switch off the activation and delete any existing monitor files.

3.3.4 Windows System-Services After installation the following Windows services are installed. These services can be checked through the Windows Management Console under Services.

• UC-Analytics Abrechnungsmodul • UC-Analytics Datenaufnahme • UC-Analytics Web Suite • UC-Analytics Webserver


Admin-Manual

4 BASIC CONFIGURATION Once the basic configuration described in Chapter 4 has been completed, the user can actually operate the program via the web frontend - the aurenz Web Suite. We recommend using the Web Suite for the administration of the organisation chart and the creation / execution of reports. The Web Suite allows convenient operation via web browser.

You can access the Web Suite via the following URLs: http://<UC-Edition host>:8081

https://<UC-Edition host>:8443

The foundation for proper analyses and accurate reports are correctly set basic settings. This applies to basic settings in the external communication systems as well as basic settings for communication data.

The basic configuration is the setting that is usually made the first time the program is set up by the administrator.

These include:

• License activation The full use of the software requires license activation (Chapter 4.1)

• Communication data to be stored (Call directions, chapter 4.2) • Setting the network carrier rates (Chapter 4.3) • Hunt groups (Chapter 4.4) • Create and execute the diagram of the organization chart (Chapter 4.5)

Further settings and functions can be subsequently activated and configured.

4.1 Software Activation and Copy Protection Menu bar: ? / License activation

The software activation is required to use the software without any restrictions. After the installation using the installation wizard, you can login and start the program. The activation window will now be displayed and you can choose how to activate the license. There are several ways to activate the license - we recommend the uncomplicated "online license activation".

If you use the product without activation, only limited program functions are available.

Online License activation It’s the simplest way of activation but requires a connection to the aurenz license server: https://service.aurenz.de The aurenz software checks the validity of the license daily, manual intervention is not necessary. The following data is transferred: From the UC-Analytics to the license server

• Serial number • License Key • Tokens (randomly generated and used to detect multiple installations) • If necessary another name (for installations with the same serial number) • UC-Analytics Version • Program Language

https://service.aurenz.de/


Admin-Manual

The license server will respond with:

• Seral Number • License Key • Status and expiration date (that is, whether a license is valid and until when)

Manual License activation Bear in mind: When choosing manual activation, the license has to be reactivated every 12 months. 40 days before the activation expires, after logging in to the classic interface of UC-Analytics / AlwinPro UC, the program activation window will remind you that the license is about to expire.

By manual license activation, the activation number and serial number displayed (by aurenz software) must be forwarded to aurenz customer service by e-mail or telephone. You will then receive the activation code. Please enter the code in the space provided in the program activation window. You will receive the contact details in the program window of the license activation.

USB Dongle as copy Protection This installation variant is still mentioned because of historical reasons, but not recommended. The following points should be taken into consideration:

• Make sure that the USB port is not blocked by the firewall or a virus scanner • During the installation process, the driver for the USB dongle will be installed • Do not insert the dongle until prompted by the installation wizard • The dongle must be plugged into the computer on which the installation is performed • For installations in a virtual environment, a USB Ethernet adapter may needed to forward the USB

dongle to the virtual instance. (e.g. USB PassThrough)

4.2 Define Call Types to be processed Menu bar: File / Program Setup / Basic Settings / Call types Storage / Communication / Storage /

The selection of the calls to be processed differs in the default setting in UC Analytics and AlwinPro UC Edition, but can be adjusted individually:

UC Analytics: - External calls outgoing / incoming - Local calls outgoing / incoming - Network internal calls outgoing / incoming

AlwinPro UC Edition: - External calls outgoing / incoming

4.3 Setting Network Carrier Tariffs Menu bar: File / Program setup / Network carriers

In order to calculate the cost of calls, it is necessary to adapt the carrier tariffs to the used tariffs. Several tariffs can be created and / or imported. One network carrier can include more than one tariff. The software program offers an adjustable standard set of network carrier tariffs. Further standard templates can be imported and / or replaced from the program directory under "new network carrier". The tariff details are carrier and contract dependent. You can adapt Individual tariffs yourself, or aurenz GmbH can create those against a service fee.


Admin-Manual

4.4 Hunt Groups The UC Analytics hunt group reports evaluate calls to hunt groups and their members. This feature is specific for each communication system, for total availability check the connection description. For instance for the Unify OSBiz the hunt group settings have not to be done manually because it is The reports are based on the information provided by the communication system.

Warning: The interpretation of the CDRs depends on the hunt group settings and takes place during the CDRs are collected from the data source. That means changing the hunt group settings affects only the call data that has not yet been imported. For further information regarding hunt group settings and hunt group analyses, see the folder manual in the installation path.

• Please note the system-specific requirements (to be found in the connection description) • Basically, the hunt groups must be created in advance before the CDRs getting processed • Direct calls to a member of the hunt group (agent) are not assigned to the hunt group. (*)

(*) If you want to assign direct calls to an agent in the group to the entire hunt group, you can use INI-key:

StatHP2Directcalls=

If necessary, you must enter this key in a new line in AppSettings.ini and complete it with a line break. The appsettings.ini can be found in the UC-Analytics installation directory in the subdirectory "System".

Note: After the appsettings.ini has been changed, the aurenz applications have to be restarted.

The hunt groups can be created manually or by importing a text file. When importing a text file, the following line format and separator § is expected: [Group name] § [group identifiers semicolon-separated] § [additional identifiers] § [e-mail team leader] Group name The registered group name is displayed in the hunt group analyses and transferred to the reports. Group identifier

Depending on the configured subscriber assignment in the data source, enter either the extension or the name (only Swyx) of the hunt group.

Additional identifier If the calls to the hunt group are made via one or more call routing subscribers with stored call routing (only Swyx), enter either (depending on the subscriber assignment set in the data source) the telephone number (s) or name (s) of the call routing subscriber used, separated by comma.

Email team leader A team leader's e-mail address can be used to send the reports directly to the responsible person. Several hunt groups can be evaluated through one report rule and the report sent as a PDF to the corresponding email address. Agent definitions (only when adapting INI-Key "StatHP2Direct calls") Hunt group agents separated by a comma or in groups separated by hyphen. Only calls directly to these extensions entered here will be included in the hunt group report.

4.5 Organisational Chart Menu bar: Show / Organisational Chart


Admin-Manual

The organisational chart enables targeted evaluations with reference to the hierarchical structure in the company, individual departments and teams in the form of a hierarchical tree structure. Up to seven levels of hierarchy are supported. These nodes can represent locations, cost centres, departments, subscribers ... of the company. Each subscriber can be assigned different classifiers, to which the individual connections are assigned. If such an assignment is not possible, a new subscriber is created under the miscellaneous node for each of these classifiers. This ensures that all calls can be evaluated. The organisation chart can be created manually, via import using a text file (CSV), by synchronizing with a directory service via LDAP (e.g. Microsoft Active Directory) or via XIE (HI Path Manager).

4.6 Connecting communication systems The data collector is responsible for connecting the communication systems. For basic information regarding data collection see chapter 3.3.3.

4.6.1 Create, edit and test Data Sources The data source can be created during or after the program installation. Since the settings are different depending on the communication system, please use the appropriate connection description, which you will find in in the software download or in the installation directory under the folder "Connection to Telephone Systems".


Admin-Manual

5 TASKS AFTER THE BASIC CONFIGURATION IS DONE

5.1 User Management For administration and installation of the aurenz software, the user can log on to the classic Windows application or via browser to the aurenz Web Suite. The user rights are controlled through a role based concept. A user can be assigned to one role. The permissions or rights and security baselines are defined in a role. The user SUPERUSER is created by default and can neither be deleted nor renamed. The SUPERUSER has no authorisation restrictions and is the only user can’t be assigned to a role. Therefore the password security is available direct in the user mask.

5.1.1 User Menu bar: Set up / User

Here the users can be created and managed. The maintenance can be done manually or automatically by LDAP or NetPhone/Swyx authentication. For further information see Chapter 6.1.1.6.

The “name” field is used for a better overview in case of cryptical “user names” and can be freely defined. The “user name” has to be used with the password for login in to the aurenz software. To fulfil the 4-eyes principle, a second password can be created for each user. This allows for example data protection-critical evaluations to be carried out in the presence of a data protection officer or works council member.

The e-mail address is used for mail notifications and the assignment in the organization chart. Every user can be assigned to one role. In the role are the rights and other options defined.


Admin-Manual

„Choose Organization Chart Area“ 3 different contexts can be used to define the authorized organization chart area for a user.

• My company (can be set optionally): The selection of an OU (organizational unit) entitles the user to access these and all subordinate elements.

• My team: (resluts from the e-mail address assignment in the organization chart) If the user’s e-mail address is entered in an OU, the user is entitled to the subordinate objects.

• My data: (resluts from the e-mail address assignment in the organization chart) If the users e-mail address is entered for a subscriber / extension object, the user is entitled to this object.

„Service Technician“ If one-off costs for, for example support services, are to be booked on participants, the user can be authorized here at organizational chart level.


Admin-Manual

5.1.2 Roles Menu bar: Set up / Roles

The roles “administrators” and “standard” are available after the installation. A new user is always assigned to the role “standard”. Additional roles can be manually created.

Per role there are many Options available:

• Role name • Security: minimum length, complexity and change time interval of the passwords • Granular user rights/restrictions for different program modules:

• Reports and statistics • Menu items • Organization chart elements • Data collector and phone services

• WebSuite • Gesprächsarten • Data privacy / call types • Login time limits

The role concept is released in the version 11.2.4. Previously, these settings were maintained at the user level. When updating from an older version, a role with the same name is created per user to ensure consistent and full data transfer.


Admin-Manual

5.2 Which Call Types are to be stored The aurenz software can differentiate between different call types.

• Business call (default call type - cannot be deactivated) • Private call • PIN call • Project call • Destination number call • Provider Itemized (Business) • Provider Itemized (Private)

Activate or deactivate these call types here: Menu bar: File / Program setup / Basic settings / Call types / Storage / Communication / Call types

5.3 Organisational Chart To be able to evaluate single organisational units, such as department levels you can map the structure of the company in a hierarchical tree structure in the organisational chart.

Create up to seven hierarchical levels. These nodes can represent individual companies, cost centres, departments, subscribers and so on - of the company. Each subscriber can be assigned different classifiers, according to which individual connections are assigned to this subscriber. If such an assignment is not possible, a new subscriber is created under the miscellaneous node for each of these classifiers. This ensures that all calls can be evaluated. You can enter the company structure in the organizational chart as follows:

• Manually - create levels and subscribers by right-clicking on an existing level, move levels / subscribers by dragging and dropping.

• Manual / automatic organigram import using a text file • Insert by comprising against an LDAP server or XIE synchronization against HiPath Manager.


Admin-Manual

5.3.1 Designations Menu bar: File > Program setup > Basic settings >> Organisation chart > Designations

Here it can be determined what to call the individual hierarchy levels. If the second hierarchical level is called "cost centre" and you want to portray different locations of your company in this level, rename them to, for example location. This term is then used both in the organisational chart and in the evaluations for this level.

5.3.2 Import des Organigramms Menu bar: File> Program Setup> Basic Settings >> Organisational Chart> Automatic update

Here you can select between the options for the automatic organisation chart update based on the source of the information.

• Updating via LDAP server • Updating via file import • Updating via XIE / HiPath Manager

Once an update source has been selected, access to the source and the interval can be defined in the next step. After that, the database fields shown on the left side can be assigned to the LDAP or XIE fields that provide the corresponding information - during file import, the position of the information in each data line of the import file is determined in this step.

Depending on the selected type, further options for inserting spaces, for reworking the telephone number, etc. are kept available.

5.4 Sammelgruppen Menu bar: File> Program setup> Hunt groups> Hunt group Setup

The hunt groups evaluate calls to hunt groups and their members. For instance a member of a Cisco CallManager, an Innovaphone, a SwyxWare / Netphone or a Unify OSBusiness. The analyses are generated based on the data provided by the communication systems (e.g., CDRs). Since the CDRs are already interpreted when the data is collected from the data source, it is important to set up the hunt groups and set the appropriate option for the processing logic before the data collection collects or receives the data.

By default, direct calls to one hunt group member/subscriber registered under the hunt group extension are not assigned to the entire hunt group and are not reported in the Hunt group analysis. In the hunt group analysis, these calls appear as direct calls to the subscriber. If this is what you want, enter your hunt groups and hunt group member extensions as shown in the following examples for a SwyxWare. 152493

You can also import the hunt groups and related information using a text file. The following line format is expected and as separator §. [Group Name] § [Additional IDs] § [Group IDs Semicolon Separated] § [E-Mail Team Leader]

Meaning of the columns

Group name

The chosen name will show in the hunt group analyses and on the printed report. Group identifier

Depending on the subscriber assignment in the data source, enter either the phone number or the name (only Swyx) of the hunt group from the PBX. Additional identifier


Admin-Manual

The calls to the hunt group could be made via one or more call routing subscribers, subscribers with a stored call routing script. Depending on the subscriber assignment in the data source, enter either the phone number or name (only Swyx) of the used call routing subscriber – if several, separate by using comma. Email team leader

The e-mail address of the team leader is relevant to the rule definition in the reports. Here several hunt groups can be evaluated by one rule where each PDF is sent to the appropriate team leader.

Hunt group members Menu bar: File> Program setup> Hunt groups> Hunt group setup

Please enter the hunt group subscribers individually, separate with comma - or together as a group, separate with hyphen. Only the extensions entered here will be included in the hunt group agents evaluation. (This list will also be automatically filled based on incoming, accepted hunt group calls - a subscriber receiving hunt group calls will automatically be added to the list). Importing hunt group subscribers You can also import the hunt group subscriber-extensions using a text file. An extension or range per line is expected (e.g. 54-58). If the direct calls are not to be assigned to the hunt group subscribers as described above, but to the hunt group, this can be done using the INI key.

StatHP2Direktanrufe =

If necessary, you must enter this key in a new line in APPSettings.ini and complete it with a line break. The APPSettings.ini can be found in the installation directory of your aurenz software - in the subdirectory "system".

After you save the APPSettings.ini, you must restart all system programs and related services.

When setting up the hunt groups, this INI key provides the opportunity to enter the extension of the hunt group subscriber, in the hunt group in which he/she belongs. 142765

Depending on the subscriber assignment in the data source (only Swyx), enter either the phone numbers or the names of the agents, separate with comma.


Admin-Manual

5.5 Dynamic Teams With the feature DynamicTeams, hunt groups can be dynamically and centrally expanded. You can review and configure call forwaring for entire hunt groups or for single hunt group members. The operation is carried out in the aurenz WebSuite or directly in the affiliated telephony client – integrated website.

DynamicTeams are currently available for Swyx SwyxWare, Telekom NetPhone and Cisco UCM.

Preparing to configure DynamicTeams for SwyxWare / NetPhone The telephone client (SwyxIT! / NetPhone client) must be installed on the server the aurenz system is running: In order to receive the status changes from the Swyx or NetPhone server (UC server), a separate Swyx / NetPhone user is required. The aurenz UC Analytics server logs on to the SwyxWare as client with this user.

- A dedicated user of the UC server (Swyx / NetPhone server) is required. Create this user and an internal phone number assigned to it.

- The telephony client must be installed on the aurenz server. Do not log on to the telephone client manually - it should only be installed.

- Make sure that the dedicated Swyx user is used exclusively for the DynamicTeams in aurenz system.

Release Web Extension: In the aurenz software program directory under the folder "connecting to telephone systems / Swyx" there is a skin in which the operation of the DynamicTeams is integrated as a web extension. If the aurenz system is not running on the Swyx / NetPhone server, the URL in the web extension must be adapted: Replace in the URL http://%ActiveServerName%:8081/swyxit#username=%OwnName% for the action "Skin Loading" the variable %ActiveServerName% by the server name or the IP address of the server on which the Swyx Edition is installed. Publish the skin via the administration of the UC server (Menu properties / Files / Edit). The skin must be assigned to the DynamicTeams-users through the telephone client.

Configuration of the authentication for the web extension: The DynamicTeams are operated via the aurenz WebSuite or in the above described web extension in the Telephone Client. Access to the DynamicTeams requires authentication. Menu bar: File> Program setup> Basic settings> Web server> User authentication> Swyx authentication

In the aurenz software, configure the Swyx authentication option. If the user name corresponds to a Swyx / NetPhone user in the UC server, the Users are automatically created in the aurenz software during the login procedure. With the option "use password from Swyx", the login data (user name and password) of the UC server users - can be used. With the option "Manage password locally", the user has to replace his initial password with the first login, which he will receive by e-mail. The e-mail address is adopted from the corresponding Swyx / NetPhone user. 136324

After the first login, the User is created automatically. The list of Users for the control can be found here: Menu bar: Setup> User

Preparation to configure DynamicTeams for Cisco Since the hunt groups in the CUCM can be used / configured very flexibly, we assume the following:

a) A HuntList is always assigned to exactly one HuntPilot. If a HuntList is assigned to more than one HuntPilot, then these hunt groups are not available as DynamicTeams (and are not displayed in the


Admin-Manual

program interface). Background: When logging in / out to/from a DanymicTeam, the EndUser from the first LineGroup of the HuntList corresponding to the DynamicTeam is checked in or out. If the HuntList is assigned to several HuntPilots, the user would be checked in or out of all these hunt groups.

b) A LineGroup must NOT be used in several HuntLists as the 1st LineGroup. Background: When logging in / out, the EndUser is added/removed to/from the first LineGroup of the HunList. If this LineGroup is assigned to several HuntLists (and thus in several hunt groups), the user would be checked in or out of several hunt groups.

c) For logging in/ out we only consider the 1st LineGroup within a HuntList. If a HuntList contains several LineGroups, these are not taken into consideration in the DynamicTeams functionality.

Please configure the hunt groups you want to use as DynamicTeams in accordance with these guidelines. Presenting the presence status of the users requires the Cisco IM&Presence Manager (CUPS). The billing server uses the interfaces of the CUPS to determine the presence status of the users.

The aurenz software provides various user authentications. Please use the Cisco authentication in the basic settings under the page "Webserver / user authentication". With this type of authentication, the corresponding accounts are automatically created in the aurenz software if the user name corresponds to an EndUser in the CUCM. With the option "use password from the CUCM" the login data of the EndUser can be used (username and password). Authentication takes place via the CUCM. In this case, a UDS request for authentication is sent from the aurenz software to the CUCM. This makes it possible for the EndUser to be imported into the CUCM via AD, and the authentication follows via the CUCM and AD. With the option "Manage password locally", the user has to replace his initial password, which he will receive by e-mail, with the first log-in. The e-mail address is adopted from the corresponding EndUser.

Set up Cisco Jabber DynamicTeams can be integrated directly into Jabber. Use the URL <IP address aurenz>: 8081 / groups.

5.5.1 Setting up DynamicTeams for Swyx The first time you start the aurenz system, the wizard for configuring the DynamicTeams will start automatically. After the initial setup, all settings described can be reached here: 136319

Menu bar: Hunt groups manager / Agent authorization

Configure the DCOM component to communicate with the UC server: The aurenz software should run as a service under a specific Windows user account. Now, for the DCOM component CLMgr, the SwyxIt! / NetPhone client it must be defined under which Windows user account this component should be started on the billing server. If this is missed, it is not possible to log subscribers in and out or display agent status.

By clicking "SwyxIt! Check installation ", the corresponding DCOM settings are automatically made and checked. A status message box will inform you about the status of the changes. If you want to make the DCOM settings manually, proceed as follows: Start the administrative console component services with administrative privileges by starting a command prompt with administrator privileges and invoking the command: dcomcnfg. Navigate to “Console Root > Component Services >


Admin-Manual

Computer> My Computer > DCOM Configuration > CLMgr”. By "CLMgr" go to "Properties" and enter the option "The user who starts the application" under "Identity".

The user used for the aurenz services must either be a member of the local administrators group, alternately be registered in the security tab "Launch and activation permissions".

If this authorization is missing, this error is logged with the message in the Info window: "When connecting to SwyxWare, an error has occurred (no connection to SwyxWare!). No events can be received (via agent status). ".

Please note that the SwyxIt! cannot additionally be started manually under the same Windows user under which the service of the UC Analytics server is running, then the events can no longer be processed. In the next step, please configure which UC server users are allowed to log in to which groups. Click on "Set up DynamicTeams". 136321

Finally, it is described how the skin delivered with the aurenz software is "distributed" for the DynamicTeams.

With “finish” you complete the setup of DynamicTeams. You can change the settings at any time: Menu bar: Manage hunt groups / Agent permissions


Admin-Manual

5.5.2 Configuration of the Dynamic Teams The group entitlement, which user is allowed to log in – in which groups, has to be defined here. Menu item: Hunt group manager / Manage agent permissions

Selected the TC systems the DynamicTeams : The DynamicTeams can only be set up for one UC server. If several UC servers are connected for the statistics and accounting, select the appropriate data source, and the correct UC server for the DynamicTeams to be setup.

For Swyx / NetPhone: Please enter here the dedicated Swyx / NetPhone user name. The name should be used to log in to the telephone client (see chapter 5.1.5). Changing the login information can take up to a minute.

For Cisco: By the DynamicTeams for Cisco the configuration parameters can be reached via the button: configure Cisco access data

• Access data to the Communication Manager (CUCM) Here, the IP address and port of the CUCM is specified. In addition, an ApplicationUser has to be defined (configured in the CUCM), which uses AXL in order to access the configuration and make changes.

• Access data to the Presence-Server (CUPS) Here, the IP address and port of the CUPS is specified (the default port the "Presence Web Service" is 8083 - we only support the HTTPS version). In addition, an ApplicationUser must be specified (this is configured in the CUCM) and is required to log on to the CUPS via "Presence Web Service". The EndUser need to be notified about status changes (you register, and provide a contact list - were to be notified regarding this). The EndUser domain is necessary if the EndUser is maintained without a "domain" in the CUCM. Since we maintain the EndUser with the domain, (also the CUPS), these must be specified here.

• Data from the AlwinPro server The aurenz system IP address and a port must be specified here. With this data a HTTP server starts which will be informed about status changes by the CUPS. The CUPS must be able to reach the web service under this IP address and port.

Determining group authorisations The table in this dialog shows all groups created in the UC server. When opening the dialog or clicking on "Update", the groups and their associated users are read from the UC server and displayed here. If you expand the groups, you will see which users are currently assigned to the respective groups. The users are marked accordingly:

• Status "logged in" (green dot): These users are currently assigned to the group in the UC server. • Status "assigned but fully booked (red dot): These users may log in to the group, but are currently

not assigned.


Admin-Manual

By using the context menu you can control the authorisation. Select users and give them the right to log in to a group or vice versa. Use the command "Add group member" or "Remove group member", depending on

The users defined here can basically log in or out independently of their groups via the DynamicTeam-function in their Softphone client or via the WebSuite. With the right Team leader you can authorise someone to log other members in and out of the group. The setting of the "Team Leader" right is done via the context menu of the relevant user. Note that the Team leader right will have effect immediately even though the right will take up to one minute before it is e displayed.

Automatically log in available agents: The system can (if no one of the group is available) automatically log in the next available users into the group. This feature can be turned on or off for each group. To do this, use the context menu "Automatically log in available agents as needed".

5.5.3 DynamicTeams: Operation The following shows how to use the softphone client from Swyx (SwyxIt!), The NetPhone client works the same way. For Cisco Jabber, the operation is also the same. Depending on the selected authentication method, please log in with the user name and password as from the UC server or with the user name of the UC server and a separate password. Group assignment

The DynamicTeams can be conveniently operated via the SwyxIt! / NetPhone Client or Jabber. In the tab "Group assignment" on the page "Dyn.Teams" all groups are listed where the registered user is allowed to log in. See the left hand side. The lamp on the right of the group name indicates which groups the user is currently logged in to. Blue means logged in, grey means logged out. If there is only one free user in the group, this is signalled with a yellow warning triangle. If there is no free user in the group, this is signalled with a red warning triangle.

On the right hand side the authorized users of the selected group are displayed. The status symbol for the users corresponds to the presence status of the user in the UC server (reachable, absent, do not disturb, logged off). Here you can see how many users are free at the moment to accept calls. Users who are not logged in to the group are marked in grey and the light on the right of the user name is also displayed in grey. Logged in – users are marked in white and their lights are blue. Over context menu for each the respective user, he/she can be logged in or out of the group. Team leaders, recognizable by the yellow crown, can log other users in and out. Non-team leaders can only log themselves in and out. Call log: In the tab "Call list", lost and answered calls are displayed, and only those that came through one of the groups the user is member of ("Hunt group" column). To prevent several users from calling back to the same lost call, a call back status (unanswered, in progress, done) is administered for each call. If a number directly from the list is called back to, the status will be in progress. This way you can make sure that not several users are calling back, to the same number. After the call is finished the status done must be set manually by the corresponding user.

Please note that the hunt groups must be announced in the program before reading the call data. Otherwise it is not possible to assign the connection data to the groups. Please configure the groups here:

Menu bar: File> Program setup> Hunt groups> Set hunt group


Admin-Manual

Booking Journal: Every log in and out is registered in the booking journal. In the column "booked by" one can see who made the booking. The entry "System (Sync off ...)" is set if the status of the group assignment has been transferred from the PBX. For example, a user has been directly assigned to a group in the administration interface of the PBX. If you go to the dialog "Configure DynamicTeams" in the UC Analytics server and click the “Update” button, this user will be adopted from the PBX.

5.6 Import network carrier tariff Menu bar: File> Program setup> Network carrier

For general information see chapter 2.6.8. You want to import an existing network carrier ini-file or you have received an individual network carrier ini-file file from aurenz GmbH - please place them in the installation directory in the subfolder "new network carrier" (in the standard C: \ Program Files (x86) \ Aurenz \ UC-Analytics or AlwinPro).

Open the menu bar File> Program setup > Network carrier, create a new network carrier - or mark an existing one. Choose replace / import network carrier and select the desired <network providers>.ini. Select the appropriate new or import option and acknowledge the “terms of use“.

5.7 Create and assign Data Privacy Packages Menu bar: File> Program setup> Data privacy

Call data must be protected not only against unauthorized access, but also against misuse. Therefore, privacy packages can be individually defined to fulfil the desired level of data protection. By delivery, two “individual” data privacy-packages and one default data privacy package are available. Default data privacy applies to all subscribers who have not been assigned another data protection profile. Here the last 5 digits of targeted numbers in private and PIN calls are masked.

• Data protection packages can only be assigned to the subscribers in the organization chart, but not to an organizational chart level (cost centre / department / ...)

• Masked information can be made visible by users who have the user right "Modify" in "Data privacy / Retrieve masked data". Menu bar: Setup> Users> Data privacy / Tariffing

5.8 GDPR - General process description

5.8.1 GDPR - Deletion periods and the right to be forgotten The following data types are stored in the aurenz software:

- Call data details - Statistical data - Network carrier data

The aurenz software provides the following variants for targeted data deletion:

Deletion of personalized call data Menu bar: File> Program setup > Personal deletion of call data (GDPR)

This item allows you to delete call data from one or more extensions or destination numbers. Define deletion criteria such as time range, internal extension – or external destination number.


Admin-Manual

Data deletion in a timely manner: These regulations one can ensure that all stored data of the corresponding type is deleted in a selectable time period (older than, younger than, completely). - Evaluate data deletion (statistics) - Evaluate call data deletion

- Evaluate network carrier data deletion Please note that the network carrier data deletion only is available in the Windows application and not in the aurenz WebSuite.

5.8.2 GDPR – Obligation to inform The “GDPR – report” shows what data information is being stored – for which subscriber – and for which date. If required, this report can be created manually (for example, after an update of <10.4.03)

To do this, create a new report of the "Accounting Report" type and configure it as follows: Now apply the settings and save the evaluation. Re-open and activate the option "Consider additional statistical data" under "Options II". Select "Start..." and “preview” to see the result.

5.8.3 GDPR - Data portability For each user it can be arranged an entry via the Web Suite, to access one’s own data.

5.9 Manually installing the aurenz Program Modules as Windows Service The installation of Windows services requires administrative rights. Create a Windows user according to the requirements in chapter 2.6.5. Note that this user needs the "Log on as a service" right.

5.9.1 Verify user rights of the user account 1. Open Start > Control Panel > Administrative Tools > Local Security Policy 2. Navigate to Local Policies > Assign User Rights 3. In the right part of the window, double-click the "Log on as a service" policy 4. If the user account with which the aurenz services are to be managed is not listed, then add it using

the "Add user or group" button.

5.9.2 Installation of the Services 1. Quit all applications of your aurenz software. 2. Go to the installation directory of your aurenz software. Chose administrator by right-clicking one of

the following links, depending on n which module you want to set up as a Windows service; UCAServiceInstall, AlwinWebServiceInstall, WebSuiteServiceInstall or the DatacollectorServiceInstall.

3. Now the respective UC-Analytics module opens. If required, log in with your UC-Analytics user and password.

4. In the now active window for example data collector you will find two menu items in the menu bar: file and service.

5. Under the menu item service you will find install service, uninstall service, start service and stop service. Click on install service and the relevant installation window will open.

6. Enter the intended user with the right: Log on as service and add the correct password. If it is a domain user, you must put the domain name before the username (domain name \ username). For a local user account, the host name or alternatively a dot (".") must be used instead of the domain.


Admin-Manual

Confirm the entries with install service. If the log-in parameters are correct, the data source will be installed and a note will be issued that the service has been successfully installed. The same applies when using the other system programs.

5.10 Change WebSuite Default-Ports Menu bar: File> Program setup> Basic settings> WebSuite Settings >Web access > HTTP Server

After the installation The aurenz WebSuite can be reached at the following ports: Port for http access: TCP 8081 Port for HTTPS access: TCP 8443

These ports can be adjusted. Please note that after changing ports the Windows service "UC-Analytics WebSuite" has to be restarted. This service communicates with the billing module via the TCP port 4711 and the data collection via the port TCP 4712. In order to be able to access the resources (for example printers) of the UC-Analytics server from the WebSuite, the service for the UC Analytics module must be started under a user account with the corresponding rights.

5.11 Setting up additional workstations (only Classic Windows Application) Just like aurenz WebSuite, the Windows application UC-Analytics /AlwinPro UC-Edition is also multi-user capable. If the Windows application is to be used on several Windows servers or clients, you need it in the client / server variant. Limitations and requirements:

- UC Analytics or AlwinPro is licensed in the "client / server" variant - All systems that are to be supplied with the Windows application must be located in the same network (LAN) and in the same domain as the server with the main installation. - The main installation system time must be synchronous with the auxiliary workstations. 1. Share the installation directory of the main installation for the required users with full access.

2. Retrieve the currently shared folder on one of the other workstations and start the installation routine. Pay attention to all the points that have to be observed during the main installation!

3. Select type of installation: "installation on another workstation”. 4. Enter the path of the main installation in the main installation network path. This consists of the computer name of the server with the main installation, and the share name of the installation directory. 5. Select NO when asked if you want to install another data collector. 6. The installation is now executed.


Admin-Manual

6 DETAILED DESCRIPTION OF THE MENU ITEMS

6.1 Basic Settings 135104

In the basic settings you determine for instance how UC-Analytics shall handle call data. Furthermore you define the e-mail server, for sending reports via emails, and you configure the AlwinPro web server.

If you do some changes in the basic settings a restart of all the aurenz modules and services might be necessary for the changes to be affected.

6.1.1.1 Different Type of Costs By default, after installation you will only find Accounting mode (Net/Gross). However, if you want to charge additional costs not only call costs, you must activate the checkbox "Show advanced settings". Equipment captured in an extern system, could daily generate accounting data records which can be used for cost calculation through tariffing. For example, A TC- system with telephone terminals are set up and assigned to corresponding extensions. The technical configuration effort is necessary on behalf of the TC-system in order for communication to work at all. With the feature equipment costs, the UC-Analytics offers the added value of using exactly these data records for cost accounting purposes - ideally without any additional manual administration effort. The new UC-Analytics data sources "TC equipment" / "Other equipment" captures the external system via data collector and generates accounting records for the daily read device identifiers. The information is summarized at the end of the month, or on another defined day, for the UC-Analytics accounting records. A data record is generated for each device and extension (identifier, start date and number of used days). The occurred costs may be identified for cost centre accounting. A separate handbook is dedicated to the subject of equipment costs - automatically capturing and calculating ITC devices. Please read the document "AlwinPro ITC equipment manual.pdf" in the installation directory under the folder "Manual". Service Fees are for articles whose costs can be assigned to subscribers via the admin interface, via the web module or by importing a csv file. These costs are non-recurrent costs, i.e. the booking is a one-time process. These costs are not imported via the UC-Analytics data collector. Extra costs through import are another way to be able to consider additional costs such as those for work maintenance for example. These costs are captured via the UC-Analytics data collector. In order to be able to use this functionality, you must activate it in the basic settings. Go to the menu– basic settings – Types of costs – Extra costs

Classifier assigned additional costs assigned to the subscriber can be added manually or by importing a text file. This could be for instance costs for renting devices. These costs are recurring costs.

Accounting mode (net / gross) is an accounting mode setup to define whether the cost information in UC-Analytics should be stored as net or gross values. Many authorities are not allowed to declare VAT rates and therefore have to work with gross values. In such situation remember that when switching to gross values, the call costs in the network carrier tariffs used must also be changed to gross values. Furthermore, the tariff and the forms must be adjusted. In the UC-Analytics installation path, you will find the program "Tariffconverter.exe", with which you can convert the UC-Analytics standard network carrier tariffs into gross values.


Admin-Manual

6.1.1.2 Call Types/Storage

6.1.1.2.1 Communication Classifier (accessible via the advanced settings) Select an icon for new entries in the organisation chart. 262144 262146 262145 262147 262149

Call types Define call type to be stored in AlwinPro. The call type business call cannot be deactivated. All call types provided by the communication system, which are not activated here, are stored as a business calls in the database. 262208 262209 262214 262215 262216 262222 262223

Storage Determinates selection of calls to be processed in the program, besides outgoing external calls. You can choose incoming external calls, outgoing/incoming local calls and outgoing/incoming network local calls. Internal calls are calls made between extensions within one telephones system. Internal network calls are those calls taking place between extensions in different telephone systems within the network. 134317

Here you also make settings for system configuration without clear numbering plan. Separate between:

• Extension number • Project number • Pin number • Trunk line

135274

If there are several telephone systems in use, you decide here if only the main system or all systems shall be taken into account. Zero duration calls configures your aurenz software how to handle calls with the duration: 0 seconds. If you want to have an overview of calls were no connection were established you have to activate – save calls anyway. 135306

Recommendation: Statistics evaluations always store zero-duration calls if the communication system provides data for such calls. In order to be able to evaluate such calls in other reports however, you should activate - save calls anyway, under zero duration calls in storage. This way you can check statistical statements regarding lost calls in itemised bills. 135280

Duplicate storage and priority (accessible via advanced settings) Here you can configure your aurenz software to save a call, for instance a project call, as a business call as well. Note that two data records for the same call will be stored in the database, and that this may lead to that the call is calculated twice in the evaluation. 262176 262177 262176 262182 262183 262190

6.1.1.2.2 Summation Define if calls should be filed in detail or saved in sums and if the calls should be valid for all or just for specified extension classifiers. Consider the distance zones. For example, if the summation is activated for one extension, you can de activate this setting, but you will not be able to get the already saved filed sums – broken down to detailed calls.

6.1.1.2.3 Random Storage This feature (Reachable via the advanced settings), together with summation, is required, by government agencies in certain German states. Here you can select the number of subscribers for the monthly random samples (business calls only) of call details. 135883

When you activate random storage, two maps will be displayed; settings and subscribers for random samples. Set the criteria for storage.

Caution: Activation of the Random Storage feature also activates the summation of the business calls. This is still active even if the Random Storage feature is deactivated. The summation of business calls has to be deactivated under the register Summation manually.


Admin-Manual

The register Settings 135896

Here you determine:

• The number of subscribers to be randomly evaluated. • Whether or not to select extensions already included in the last sample, for the next one. • The extension/extensions to be used for random sampling. • For which period of time the selected extensions are to be stored. If the period was set to for example

eight days, all extensions are removed after eight days and the random storage will terminate (also note the above paragraph caution). This option makes sense, when new subscribers are not automatically selected each month.

The register Subscriber for random samples 135895

Here you will see the selected subscribers for random samples, the current, last and next month’s extensions. Furthermore you have the possibility to start the random selection manually.

6.1.1.2.4 Call dependant cost item (Accessible via the advanced settings) Here you can activate or deactivate basic charges and work time costs. This allows you to add surcharges for each call and to estimate the amount of work time costs. 135336

6.1.1.2.5 Duplicate call data You can automate the deletion of any duplicate call data if the communication system repeats the call data several times, e.g. with different Call IDs. 136080

6.1.1.2.6 DISA Network carrier (Accessible via the advanced settings) Select the network carrier to be used for DISA calls. DISA calls (for example, remote connections from a home office to the company network) are calculated like outgoing calls. The costs for these connections can then be charged to the subscriber. 135084

6.1.1.2.7 Business/Private Assignments (Accessible via the advanced settings) Here you can activate calls within the local area are strictly business and account code calls are always private. 135076

If the option account code calls are always private is activated and CDRs are processed, the UC-Analytics checks each data record for billing codes (pin and project codes) and saves these data records as private. This means that by a PIN/Project call report, no affiliated data records will show. The data records read in under these conditions remain private calls in the database even after deactivating this option and are not assigned to the originating person, but to the extension from which the call originated. You will still be able to have the billing codes for these calls displayed, as long as you add the classifier field into the related forms and you don’t activate the option remove account code.

136304

6.1.1.2.8 Carrier free minutes contingents (Accessible via the advanced settings) Here you can activate free minutes contingents for the carrier tariffs if needed. For example if the contract with the network carrier allows 10.000 free minutes for national calls. 136304


Admin-Manual

6.1.1.3 Organisation Chart Additional texts/Address field 2 allows you to use additional text labels. Add for example personnel staff numbers, and use the second address field for the subscriber's home address. The standard names of the text fields can be customized according to the customer requirements. The effects are shown in the subscriber property cards. 135235

Designations determine the names of the hierarchy levels in the organisation chart. 135247

If the 2nd level shouldn’t show as “cost centre” but as “department”, change the entry accordingly. If another 2nd level is added to the organization chart, it will also be displayed as “department”. Automatic update specifies, how the organisation chart is constructed / updated. The organisation chart can be updated via LDAP, Unify XIE interface, file import or via transfer from call information. 135961

6.1.1.4 Reporting Costs define the VAT rate that should be assigned to the provider for gross reports. 135087

Recalculation gives the possibility to set weather the reports shall be recalculated in the case of a tariff change – or not. 135539

6.1.1.5 Miscellaneous Rechnungsnummer Bei jedem Ausdruck des Rechnungsformulars wird die Rechnungsnummer ausgegeben und um den Wert 1 erhöht. Tragen Sie hier den Anfangswert der Rechnungsnummern ein. Der aktuelle Anfangswert wird bei jedem manuellen Starten einer Auswertung nochmals abgefragt. 135919

Call marker

It is possible to tag connections that meet certain criteria with a marker. After selecting use call marker under activation, the register telephone will appear and you can set your markers. Assign a marker a name and a label (for example, "Expensive") with which the relevant connections should be tagged in the reports. 135108

Now you can chose criteria for the markers to identify these calls. Such criteria could be for example expensive calls, long-duration calls, calls on certain days of the week, scheduled calls, special number or special classifiers. If you select multiple criteria, all of these conditions must be fulfilled for the calls to be marked. Activate the option offer as call filter in reports only when you specifically want to evaluate such calls in the reports. Fraud Detection With fraud detection a report will be executed immediately in case of certain events (for example, an outgoing call in the weekend). The report can then be sent as an email. Define the criteria for the certain events and select Emil address or printer (this feature can also be used to purchase calls direct after the calls ends e.g. public phones at the Hotel reception). 135272 1355632

With destination as criteria, you can enter the destination number directly or select a distance zone. As classifier, you select a classifier and decide its characteristics (e.g., the extension classifier with the feature 100). 1355633

If you do not want to issue the fraud detection on a printer, but send it as an e-mail to a specific account, you must activate the option send by e-mail to, and enter an Email. 1355634

If every call data record that fulfil the criterion is to be exported to a file, activate the option export to a file and enter the name of the export file.


Admin-Manual

Decimal digits

Define the number of decimal digits for which amounts and with what accuracy between different currencies. 135225

Alarm signalling You can have an alarm displayed for certain errors in the program sequence. The alarm monitoring is started centrally on a computer, with data collector running. From the list of computers, determine on which the alarm should run. In addition to the audible or visual alarm, the alarm can also be sent as an e-mail. This requires an Email address in Basic settings/Miscellaneous/ Email server. You can also set the minimum amount of call data to be received during a connection to the PBX. By under delivery, the alarm is triggered. Using the button advanced this feature can be deactivated on certain days or times. 135637

Furthermore, an alarm is triggered when… • …more than 5% of data records retrieved in a connection are poor. • …the data collection that takes over the alarm signalling has not been started. • …the data collector that collects the connection data has not been started. • …the connection to the data sources, after 3 attempts, not could be established.

Email server Select an address or a name of a server to where you want emails containing reports, notifications and passwords sent. With the option send test e-mail to you can add an actual address, to check that it is working. If the sender is not the e-mail address of one subscriber, but a general company address, you can activate the checkbox sender‘s email address and enter the general company address. 135642

If the e-mail server requires the input of a user name and password for sending e-mails, activate the checkbox login via secure authentication and make the necessary entries. If certain e-mail transport rules are to be taken into account when sending the reports, you can activate the option use parameters for confidentiality (Sensitivity). Starting with MS Exchange 2010 you can ensure that confidential content is not automatically forwarded. Valid values are "private," "personal," and "company-confidential." AlwinPro only sets these parameters in the e-mail header. Make sure that the appropriate transport rules are defined in the e-mail server. Invoice number Each time the invoice form is used in a report execution; the invoice number is issued and increased by a value of 1. Enter the initial value of the invoice numbers here. The current initial value is queried again each time an evaluation is started manually. 135919

6.1.1.6 Websever

6.1.1.6.1 User Authentication Access to WebServer There are different ways to access the UC-Analytics web server: Activating login with Email address

To do this, tick the box login via e-mail address. If a subscriber logs onto the WebSuite with his existing e-mail address from the organisation chart, he will automatically be applied as a user if the option “automatically, through entry of the users Email address in the organisation chart” is activated. If activated, a user can request his password by e-mail. If a user has configured two passwords the password could not be requested, because this will break the 4-eye-principal. Activate login with PIN number


Admin-Manual

The logging on to the WebSuite can also be done with a PIN, which is entered in the subscriber property card. If a user logs on with the PIN number, these calls can be evaluated. Additional name

This is the name additional field in the property card of the organisational chart. Additional text 2

This is the additional text 2 field in the property card of the organisational chart. Additional text 3

This is the additional text 3 field in the property card of the organisational chart. If you use one of the points, you have the opportunity to set a password for the first access. This password can be changed by the user himself after logging in to the AlwinPro web server. You can set the amount of days for when the password shall be renewed. Furthermore, it is possible to force the use of a secure password with a minimum password length. This password must consist of letters, numbers and special characters.

The Password LDAP authentication Using this function, the log in data of the UC-Analytics users can be authenticated against an LDAP server. This eliminates the need to maintain the user passwords in UC-Analytics. Additionaly, users can be assigned a previously created role via LDAP

XML Services Here you can specify the settings for XML, (WAP) or voice services for the apparent communication systems. Further information can be found in the installation directory in the folder "connection to telephone systems" under the relevant communication system.

6.1.1.6.2 Webserver for Telephone Services Settings http server For the telephone service web server to be accessible, define the ports for http access.

6.1.1.6.3 WebSuite Settings http Server Enter the http or https port to be used for access via the web frontend.

System parameters (accessible via the advanced settings) Defines how many reports can be processed on the server in parallel. If the number of reports to be executed simultaneously exceeds this limit, each further report is queued and executed one by one. Security (accessible via advanced settings)

Enables advanced security settings: • To stop inactive connections • To allow upload of files • To don’t display the Web Suite as a component of another page


Admin-Manual

7 MAINTAINANCE

7.1 Backup and recovery You can back up the UC-Analytics data in two different ways:

• With the data backup module included in UC-Analytics - to be found in the Windows UC-Analytics program group.

• Using an external backup program

7.1.1 Manuel backup and restore data Start the manual backup via "Backup" in the start menu under aurenz software or by opening the AlwinBackUp.exe in the installation directory with the right mouse button as administrator. The following backup variants are available:

• Settings (backup of configuration settings, network carriers, organisation chart data, forms, regulations)

• Company organisation (backup of organisational chart data) • Call data (backup of call data) • Complete (backup using all the above-mentioned types of backup)

The backup consists of files of the selected datasets, which are stored compressed in one or more cab files of 650MB. By activating the checkbox "Use intermediate directories" you can accelerate the backup and reduce the non-availability of the aurenz software because then first all files are copied and after that compressed and checked for consistency. The database is locked during the backup - All users who are working with aurenz software will receive the message that the database is locked, and can only continue working after the backup has been completed. The backup file is stored in the format ".cab" file (compressed and packed) in the specified target directory. For every backup, a new file with the filename in the format "APBACKajjjmmttss-<version-name>-<incremental backup>" is placed in the specified target directory. The file name contains information about the type of backup (symbolised by "a"), the backup date (yyyymmdd), how many backups on the same day (symbolised by "ss"), version name and name for any incremental backups. For example “APBACKA2019010100-11.2.02 HF1-AA.cab”. In this case the type of backup includes a complete backup and was created on 01.01.2019. The indication of the backup- type includes the letters O (organisation chart data), E (settings), G (call data) and A (complete). If the backup is larger than 650 MB, incremental backups will be created. This is recognisable by the two letters before the extension ".cab". In our example, the name of the second incremental backup would be APBACKA2019010100-11.2.02 HF1-AB.cab. Data transfer to a new installation.

1. Start the UC-Analytics data backup module with the right mouse button as administrator.

2. In the backup window, select the tab "Restore saved data" 3. Enter the file to be restored and start the process.

Recover old data files When you want to recover old data files, you can run a complete data backup. In order to obtain the current data files - a complete backup should be made before recovering old data files. Note that when recovering for


Admin-Manual

example call data the current network carrier tariff is considered. If you want the old tariffs to be taken into account you have to recover these first.

7.1.2 Automate the data backups Set up menu item/Automate report management It is recommended that you always run the automatic backup on the PC on which UC-Analytics is installed. Under the tab "Backup" you select the target directory and the type of backup. You also select whether intermediate directories, consistency check and log file should be used. You do not have to edit the tab "Report Group" for the automatic backup. The configuration can be adjusted under "scheduled reports". The target directory must be created in advance and will not be created automatically. The automated data backup is managed by the data collection service. This service or the user account which starts the service needs sufficient authorisation for the targeted directory.

7.1.3 Data backup using external backup programs During a data backup through an external program, the database must be closed for all accesses, and then released again. Lock and unlock the database using the following file: AlwinLock.exe in the program directory of the aurenz software. Batch file example:

start / w C: \ Program Files \ Aurenz \ UC-Analytics \ Alwinlock / lock <execute backup program here> start / w C: \ Program Files \ Aurenz \ UC-Analytics \ Alwinlock / unlock


Admin-Manual

8 THE VARIOUS USER INTERFACES

8.1 Classic / WebSuite / webserver for telephone services After the installation and configuration of the aurenz software, the operation takes place in the aurenz WebSuite. This is operated exclusively via a web browser and no installation of client software is necessary. The initial setup and configuration have to be done via the classic interface – i.e. the Windows program, which is typically installed only on the server.

The following tasks have to be done in the Classic interface:

• Connection to the telecommunications system • Connection to e-mail server • LDAP connection for the automatic organisation chart import • Install users and roles • Data privacy settings • Tariffing/Network carriers • Activation / deactivation of certain features: call types, cost types, fraud detection, alarms (basic

settings) • Configuration of customer-specific data exports • Configuration of the WebSuite • Processing of forms

The following tasks can be done in the webserver for telephone services:

• Simple reports such as itemized bills and graphical evaluations • Subsequent marking of conversations as private or business • One-time service costs can be booked • Support for XML-enabled telephony terminals


Admin-Manual

9 TROUBLESHOOTING

9.1 Problems after Installation Here are some problems that may occur during the installation. Further help and explanations can be found in the FAQ section on our website https://www.aurenz.de/de/support/faq.html Please ensure that the user account, used for the installation, has administrative authorisation in the local system. In addition, the installation wizard ("setup.exe") must be started by "right-clicking" and the option "Run as administrator".

9.1.1 Problems running services/ applications If problems occur when starting the aurenz services or one of the Windows applications, we recommend the following procedure:

1. Check the authorisation of the MS Windows user account used for the installation: Provide the user with local administrative rights and restart the installation with a right-click and the item "Run as administrator"

2. Check the authorizations of the user account stored in the aurenz Windows services: Provide the service user with local administrative rights and the right "Log on as a service". Check if the problem persists.

3. Check the authorisation of the logged in MS Windows user account: Provide the user with local administrative rights and see if the problem persists.

4. Log in to the Windows system using the user account used for the aurenz services. The first login process creates a local user profile, which may be necessary.

5. Stop the problem-causing service and start the associated application (for example, data collection) with administrative rights.

9.1.2 Error Message "No valid serial number ..." This error will be reported when licensing via USB dongle - if the dongle was not recognised correctly.

A continuation of the installation is not possible in this state. In this case, you should check: If the USB port is blocked by a firewall or by a virus scanner, the USB port is broken (test the dongle on another USB port), the driver (CBUSB Ver 2.0) was not installed or the dongle is defective. To install the driver manually, run the "CBUSetup.exe" in the root directory of the DVD or the downloaded and previously unzipped ZIP archive under "Uncompressed / Marx". Use the right mouse button as administrator. To check whether the dongle is defective, you can use the "DongleTester.exe" in the installation source under "Uncompressed / Marx". After the dongle problem has been solved, uninstall the aurenz software and restart the installation by running the setup.exe with the "right mouse button" / as administrator.


Admin-Manual

9.2 Forgot your password If the access with the user SUPERUSER is no longer possible, because the password is unknown, please get a "reset number" from your installation. To do this, open: Menu bar:? > About UC-Analytics or Info about AlwinPro (available in log on and off state) the info dialogue. Hold down the "CTRL" key and click with the right mouse button on the left hand area in the Info window. From the now appearing "SUPERUSER reset password" dialog, you can see the serial and reset number. Use these when contacting aurenz GmbH customer support. Based on this information a reset-code can be issued (against charge). Enter the reset-code in the appropriate field of your installation and reset the password. Make a note of the new password and log in with it; you will be prompted to change the password again.

9.3 Automatic database optimisation To optimise the performance, the database should be optimised in regular intervals. This is in order to rebuild the index files and to speed up the database access. Before you perform a database optimisation, you should perform a complete backup. After starting, an exclusive database access is initiated. Meanwhile you will not be able to work in the program.

A automatic database optimisation can be created here:

Menu bar: Setup> Automatic database optimisation

Create a new rule for an automatic database optimisation by right-clicking "Automatic database optimisation".

9.4 Repair database The program module database optimisation can also be used, to some extent, for structural database repairs. This can occur if, for example, during a write operation, the operating system in the database crashes and in connection with this an error is displayed when wanting to access the database.

Before you perform a database optimisation, you should run a complete backup of your aurenz software. The error is logged in the Error-X.log in the directory log of the aurenz software installation directory.

Here below an example:

[8844] ProgramException Error accessing the database. (2303) No. 160 [8844] -> UC-Analytics - Service - [11.1.1.02] - (HP: <computer name>) <- [8844] <DataBaseEngineCtree.cpp, # 7158> <# 7145> [11.11.2111 11:11:11] [8844] <DataBaseEngineCtree.cpp, # 5337> [8844] <DataBaseEngineCtree.cpp, # 5253> [8844] <DataBaseEngineCtree.cpp, # 4599> [8844] <DatabaseDataFactory.cpp, # 338> [8844] <DatabaseDataFactory.cpp, # 643> [8844] <z: \ database \ databasedatafactoryorga.cpp, # 2427>

9.5 Data Collector - Data Record Error Depending on which communication system, a small part of the data records can turn out to be uninterrupted by the aurenz software - this must be checked via the file fehlsatz.dat


Admin-Manual

To ensure a smooth transmission, make sure that the communication between the communication system and aurenz software is working properly (router / firewall / hardware issues). Another typical problem is a configuration change or an update of the communication system - if the format or the structure of the data records changes, this must also be adjusted in aurenz software.

If none of the above mentioned can be identified as cause of the problem, please send us the Fehlersatz.dat, the record monitor and, if present, the file Error-x.log (in the folder Log of the aurenz software installation directory). Send an email to [email protected], including connection type, PBX, System release and a description of the problem.

9.6 Backup and restore Data Backing up data in the aurenz software can be done in two ways:

• With the included data backup module, which you will find in the program group of your aurenz software (see chapter 7.1).

• Using an external backup program (see chapter 7.1.3).

9.7 Windows Application – multiple Workstations required Solution: Additional workplace installation, see chapter 5.11.

9.8 Online License activation not possible The system on which the aurenz software is operated requires access to the license server under the URL https://service.aurenz.de. For this, the basic access to the Internet, especially to the server service.aurenz.de must be guaranteed. If access to the Internet is not possible, the manual activation via telephone can be used (see chapter 4.1.2).

9.9 FAQ's and Tutorial Videos Please visit our website for more information and assistance.

FAQ: https://www.aurenz.de/de/support/faq.html Video Tutorials: https://www.aurenz.de/de/support/tutorials.html

mailto:[email protected]

https://service.aurenz.de/

Seite 4 von 13

aurenz GmbH | Hans-Böckler-Str. 29 | D-73230 Kirchheim unter Teck | Tel.: +49 (0) 7021 73888-0 | [email protected] | www.aurenz.de

© aurenz GmbH | All rights reserved.

Documents

ADMIN-MANUAL€¦ · • Time on the phone for individual extensions or groups • Average waiting time / ringing time • Visualization and optimisation of service quality • Performances