Avaya CT for Siebel 7 · Contents 4 Avaya CT for Siebel Installation Guide Removing the telephony driver.37 Building a call database

Avaya CT for Siebel 7Version 3.0Installation Guide

Issue 7.0November 2004

© 2004 Avaya Inc.All Rights Reserved.

NoticeWhile reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

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WarrantyAvaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya�s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site:http://www.avaya.com/support

Preventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

Providing telecommunications securityTelecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment").An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:

� Use (of capabilities special to the accessed equipment)� Theft (such as, of intellectual property, financial assets, or

toll-facility access)� Eavesdropping (privacy invasions to humans)� Mischief (troubling, but apparently innocuous, tampering)� Harm (such as harmful tampering, data loss or alteration,

regardless of motive or intent)Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications securityThe final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to:

� Installation documents� System administration documents� Security documents� Hardware-/software-based security tools� Shared information between you and your peers� Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

� Your Avaya-provided telecommunications systems and their interfaces

� Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

� Any other equipment networked to your Avaya products.

TrademarksAvaya is a trademark of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.

Third-party royalty-free license agreementsThis product and future updates and service packs to this product may contain third-party royalty-free technology which is provided to you under terms and conditions which are different from your Avaya product license agreement. A file containing these third-party royalty-free licenses, 3plirdme.txt or a similar name, is in the root directory of the product CD. Your use of this technology described in this file will be subject to the terms and conditions of such other license agreements, and not the Avaya product license agreement.

COMPASThis document is also available from the COMPAS database. The COMPAS ID for this document is 104956.

Avaya supportAvaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-618-8707 in the United States. For additional support telephone numbers, see the Avaya Web site:http://www.avaya.com/support

http://www.avaya.com/support


http://www.avaya.com/support/

Issue 7.0 November 2004 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Communication server documents . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Avaya CT documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Avaya CT for Siebel documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Siebel Enterprise Applications documents . . . . . . . . . . . . . . . . . . . . . . . 7

Customer support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Planning for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Server installation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Reviewing hardware and software requirements . . . . . . . . . . . . . . . . . . . . . 11

Required servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Avaya CT for Siebel server hardware and software requirements . . . . . . . . . . . . 12Avaya CT server hardware and software requirements . . . . . . . . . . . . . . . . . 13Database server hardware and software requirements . . . . . . . . . . . . . . . . . 14Communication server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 15Example network diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Server side components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Preinstallation checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Permissions checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Installing Avaya CT for Siebel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Required knowledge & skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Where to install the components . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Installing the Avaya CT for Siebel applications . . . . . . . . . . . . . . . . . . . . . . 25Repairing a damaged Avaya CT for Siebel installation . . . . . . . . . . . . . . . . . . 27Modifying an Avaya CT for Siebel installation . . . . . . . . . . . . . . . . . . . . . . 28Removing the Avaya CT for Siebel applications . . . . . . . . . . . . . . . . . . . . . 29

Installing the telephony interface components . . . . . . . . . . . . . . . . . . . . . 31Installing the Tserver preparation files . . . . . . . . . . . . . . . . . . . . . . . . . . 32Installing the telephony driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Setting up the Change State applet . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Avaya CT for SiebelInstallation Guide

Contents

Contents

4 Avaya CT for Siebel Installation Guide

Removing the telephony driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Building a call database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Required knowledge and skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Checklist for building a database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Building a Microsoft SQL database . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Building an IBM DB2 database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Setting up CMS Data Feed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Required knowledge and skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Configuring the CMS Data Feed . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Setting up a DSN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Setting up an SQL DSN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Setting up a DB2 DSN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Preparing the CMS files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Starting the Data Feed service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Setting up Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Required knowledge and skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59About Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Configuring Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Starting Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Registering and administering the product . . . . . . . . . . . . . . . . . . . . . . . 65Registering the product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Administering the product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69


Preface

This document provides information necessary to install the Avaya Computer Telephony (CT) for Siebel 7 solution server applications.

Reasons for reissueThis document was reissued to include support for Siebel 7.7.

OrganizationThis guide is organized as follows:

● Planning for installation on page 9

● Installing Avaya CT for Siebel on page 23

● Installing the telephony interface components on page 31

● Building a call database on page 39

● Setting up CMS Data Feed on page 47

● Setting up Call Service on page 59

● Registering and administering the product on page 65

Preface


Related documentsThe following is a list of documents related to the switch, Avaya CT, Avaya CT for Siebel, and Siebel Enterprise Applications.

Communication server documentsThe following documentation CD-ROMs provide information about communication server installation and administration:

● MultiVantage� Software Documentation Library, 555-233-823

● DEFINITY ECS Release 10 Documentation Library, 555-233-822



These documentation CD-ROMs can be ordered by calling 1-800-457-1235 (toll free in the United States and Canada) or +1-207-866-6701 outside of the United States and Canada, or by using the Avaya Web site, http://www.avaya.com/support.

Avaya CT documentsThe following is a document related to Avaya CT. This document is stored on the Avaya CT CD-ROM (not provided with Avaya CT for Siebel) under the \Docs folder in the root directory.

Avaya CT documents File name (PDF)

Telephony Services Administration and Maintenance netmangd.pdf


Customer support


Avaya CT for Siebel documentsThe following are documents related to Avaya CT for Siebel. These documents are stored on the Avaya CT for Siebel 7 CD-ROM under the \Docs folder in the root directory.

Siebel Enterprise Applications documentsThe following are documents related to Siebel Enterprise Application. These documents are stored on the Siebel Bookshelf CD-ROM (not provided with Avaya CT for Siebel) under the \Docs folder in the root directory.

Customer supportFor questions about Avaya CT For Siebel, customers can call the Avaya Support Center at 1-800-618-8707 and follow the voice prompts for the Siebel interface.

Avaya CT for Siebel documents File name (PDF)

User Guide user.pdf

Installation Guide install.pdf

Administration Guide admin.pdf

Siebel Bookshelf documents

Communications Server Administration Guide

Siebel Tools Guide

Application Administration

Preface



Planning for installation

Before beginning the actual installation, review this chapter for an overview of the tasks. This chapter includes several conceptual diagrams that show how the components work together.

This section includes the following:

● Server installation checklist on page 10

● Reviewing hardware and software requirements on page 11

● Preinstallation checklist on page 20

● Permissions checklist on page 20

When the tasks in this section are completed, continue the installation. See Installing Avaya CT for Siebel on page 23.



Server installation checklistThe server installation checklist is provided as a general record of installation. With this reference, the installer may see at a glance what happens next, and what has already happened. Avaya recommends that you print this checklist and keep it handy throughout the installation.

Requirement Check-off

Planning for installation on page 9● Reviewing hardware and software requirements on page 11

● Preinstallation checklist on page 20

● Permissions checklist on page 20

Installing Avaya CT for Siebel on page 23

Installing the telephony interface components on page 31● Installing the Tserver preparation files on page 32

● Installing the telephony driver on page 33

● Setting up the Change State applet on page 35

Building a call database on page 39

Setting up CMS Data Feed on page 47● Configuring the CMS Data Feed on page 48

● Setting up a DSN on page 50

● Preparing the CMS files on page 54

● Starting the Data Feed service on page 57

Setting up Call Service on page 59● Configuring Call Service on page 61

● Starting Call Service on page 63

Registering and administering the product on page 65

Reviewing hardware and software requirements


Reviewing hardware and software requirementsIt is important to realize there is a difference between the Avaya CT server and the Avaya CT for Siebel server.

● The Avaya CT server is also known as the Tserver (telephony server). This server is the required equipment for the regular Avaya CT solution.

● The Avaya CT for Siebel server is a separate server that contains the software required for Avaya CT to work with the Siebel server. It must be separate from the Avaya CT server.

The following sections list required and optional servers and application software.

Required serversThe following servers are required to support the Avaya CT for Siebel solution:

Server Version/Purpose

Avaya CT For Siebel server Avaya CT For Siebel server applications

Avaya CT server Avaya CT Release 9.5 or later

Database server Microsoft® SQL Server 2000 or IBM® DB2 Version 7.2 database server

Communication server DEFINITY® ECS R9 or laterAvaya MultiVantage� Software, R1.1 or later

Siebel server Siebel Server System (Application, Database, Web, Name Servers)



Optional serversThe following servers are optional for the Avaya CT for Siebel solution:

Avaya CT for Siebel server hardware and software requirements

The Avaya CT for Siebel server has the following minimum hardware requirements:

Server Purpose

Avaya CT server Backup server with the following optional components:● Avaya CT for Siebel server applications● Avaya CT server applications

Database server Backup for Microsoft SQL or IBM DB2 database server

Hardware Requirements

CPU Pentium 400MHz or higher● Symmetric multiprocessor configurations consisting of up to 4

processors are supported.● Asymmetric multiprocessor configurations are not supported.

RAM 128 Mbytes

Network connections 1 network interface card

Drives CD-ROM drive



The Avaya CT for Siebel server has the following software requirements:

Avaya CT server hardware and software requirementsThe Avaya CT server has the following minimum hardware requirements:

Software Requirements

Operating system One of the following:● Windows NT 4.0 Server with Service Pack 6a or later● Windows Server 2000, Service Pack 1 required, Service

Pack 2 recommended● Windows Advanced Server 2000, Service Pack 1 required,

Service Pack 2 recommended

Network software TCP/IP protocol stack

Telephony software Avaya Computer-Telephony Release 9.5 or later

Siebel software Siebel Dedicated Client

Database Client software All of the following:● Microsoft SQL or IBM DB2● BTRIEVE


CPU Pentium® 100MHz or higher● Symmetric multiprocessor configurations consisting of up to 4

processors are supported.● Asymmetric multiprocessor configurations are not supported.

RAM 128 Mbytes

Network connections 2 network interface cards (recommended)

Drives CD-ROM drive



The Avaya CT server has the following software requirements:

Database server hardware and software requirementsThe database server has the following minimum hardware requirements:


Operating system One of the following:● Windows NT 4.0 Server with Service Pack 6a or later● Windows Server 2000, Service Pack 1 required, Service

Pack 2 recommendedWindows Advanced Server 2000, Service Pack 1 required, Service Pack 2 recommended


Telephony software Avaya Computer-Telephony Release 9.5 or later


CPU Pentium 100 MHz or higher

RAM 256 Mbytes

Network connections 1 network interface card

Drives CD-ROM drive



The database server has the following software requirements:

Communication server requirementsOn the communication server, verify that the following requirements have been met:

● The communication server must be DEFINITY ECS R9 or later, or MultiVantage Software R1.1 or later.

● The communication server must be appropriately configured to collect digits if the Call Service is to be installed.

● If the communication server is DEFINITY ECS R10, or MultiVantage Software R1.1 or later, verify that the following administration has been done:

- On the System Parameters Customer Options form, the Computer Telephony Adjunct Links option on Page 2 and the Agent States option on Page 8 must be enabled.

- On the Feature-related System Parameters form, the Create Universal Call ID (UCID) option on Page 4 and the Send UCID to ASAI option on Page 10 must be enabled. The UCID Network Node ID field on Page 4 must be administered with a node ID (for example, 0001).


Operating system One of the following:● Windows NT 4.0 Server with Service Pack 6a or later● Windows Server 2000, Service Pack 1 required, Service Pack 2

recommendedWindows Advanced Server 2000, Service Pack 1 required, Service Pack 2 recommended


Database software On the database server, verify that the following have been done:

● Microsoft SQL Server 2000 Service Pack 2 or IBM DB2 Version 7.2 or later is installed

● Microsoft SQL Server Agent Service is configured properly and running

● For Multi-Site Transfers, Microsoft SQL Enterprise Edition 2000 will be required



- On the Computer Telephony Integration (CTI) Link form, the Station Type field must be set to ADJLK, the Fixed TEI field must be enabled, the TEI field must be set to 1, the CRV field must be set to 2, and the Event Minimization field must be disabled.

● If the communication server is DEFINITY ECS R9, verify that the following administration has been done:

- On the System Parameters Customer Options form, the ASAI Proprietary Adjunct Links option on Page 2 must be enabled.

- On the Feature-related System Parameters form, the Create Universal Call ID (UCID) option on Page 4 and the Send UCID to ASAI option on Page 8 must be enabled. The UCID Network Node ID field on Page 4 must be administered with a node ID (for example, 0001).

- On the CTI Link form, the Station Type field must be set to ADJLK, the Fixed TEI field must be enabled, the TEI field must be set to 1, and the CRV field must be set to 2. On Page 2, the Event Minimization field must be disabled.

Example network diagramThe completed installation resembles the network diagram below. This is a very basic diagram. See Server side components on page 17 for more detail about the server installation and how the components work together.

In a basic network:

● The communication server generates the call center data for the Call Management System (CMS) server and telephony service for the Avaya CT server.

● The Avaya CT server (also called the Tserver) controls the computer telephony integration (CTI). The Tserver Preparation Files are installed on this server.

● The Database server controls access to the Call Database.

● The Avaya CT for Siebel server contains the software for operation of the CMS Data Feed and Call Service.

● The Siebel Communication server is one of the servers of the Siebel system. It will be installed with the Telephony Driver so that the clients may access the Tserver.

● The CMS server contains the call center data used with the Data Feed.



● The client machines access the servers to obtain data when answering calls.

Server side componentsThe Avaya CT for Siebel server is a component consisting of the CT for Siebel Administrative Tool, CMS Data Feed, CMS Data Pool, the Call Database builder, Siebel agent state applets, and Call Service. It must be installed on a machine having the Siebel Mobile client. The Call Database can be built on Microsoft SQL or IBM DB2. If the Call

Avaya CT

Siebel 7 Server

Communicationserver Avaya CT

server

Databaseserver

Avaya CT forSiebel 7 server Siebel

Communicationserver

CMSserver

Client machines withInternet Explorer

CTI calldatabase

Siebeldatabase CMS

database



Database is DB2, it is very important that the Avaya CT for Siebel server is installed on the same server as the DB2 Database server. See the following figure.

CT for Siebel Administrative Tool - This tool generates the reports and the labels for the CMS data that will be displayed across the marquees. It also imports configurations, sets the Change Agent Work modes, and configures the CMS Data Feed and Call Service.

CMS Data Feed/Pool - This tool extracts the CMS Solaris® server data into a memory cluster (known as the CMS Data Pool). Then, using Windows, it integrates the data with reports and labels from the Messaging Database and the Administrative Tool, finally feeding the combined data into Siebel for distribution among the designated agents.

Call Database - The Call Database (or CTI Database) is a database for holding such data as bookmarks and transfers for collaborative agent functions (conference, transfer, and so forth), Siebel row IDs for outbound calls, and queue time values.

The Messaging Database is a sub table of the Call Database. The specific CMS Messaging Report Groups and labels (that is, the title for each statistic) are generated in the Administrative Tool, but they are stored in the Messaging Database. They are shown separately to illustrate their functions, but the Messaging Database is actually a sub table of the Call Database.

CMSdata

CMS

CMS DataPool

Avaya CTfor Siebel

Administrative Tool

AppletsCall Service

Messagingdatabase

CMS DataFeed

Siebeldatabase

Siebel 7 server

CTI agents onthe network

Agent computer

Avaya CT serverCommunication

server

MA

PD

Calldatabase



Note:Note: The Messaging and Call Databases are one database (the Call Database).

They are separated here for illustration purposes.

Call Service - This optional component allows the CT Server to monitor the Vector Directory Numbers (VDNs) so that collected digits and queue time may be collected and reported. Special VDNs may be provisioned for compatibility with Internet Call Center.

Applets - These are enhancements to the Agent Work bars that reside on the server.



Preinstallation checklistUse this checklist to ensure all necessary steps have been completed before installing the Avaya CT For Siebel server applications.

Permissions checklistUse this checklist to verify that logins have been created for the supporting applications.


The Avaya CT Server is running. Verify that the �Tlink� process is running between Avaya CT and the communication server.

All VDNs are added in the Avaya Administrator.

The Siebel server is running.

All relevant agent machines are installed with the Siebel client, and communications must be enabled for the user in the server using the uagent.cfg file.

CTI Database server exists on the network.

Siebel is properly installed and configured.

Avaya CT Client Version 9.5 or greater is properly installed and configured.

The Avaya CT client is installed on the same machine running the Avaya CT for Siebel applications.


An Avaya CT login has been created to log in to the telephony server.

A database login has been created with database administrator privileges.

A Siebel login has been created with administrator privileges.

A Windows administrator login has been created.

Permissions checklist





Installing Avaya CT for Siebel

Most of the components shown in Server side components on page 17 are installed automatically through the applications component installation process. You can install the Data Feed, the Data Pool, the Administrative Tool, and the applets with minimal input.


● Required knowledge & skills on page 23

● Where to install the components on page 24

● Installing the Avaya CT for Siebel applications on page 25

● Repairing a damaged Avaya CT for Siebel installation on page 27

● Modifying an Avaya CT for Siebel installation on page 28

● Removing the Avaya CT for Siebel applications on page 29

Required knowledge & skillsGeneral Windows knowledge is required for these tasks.



Where to install the componentsThe Server Applications may be installed anywhere on the network, provided the other key components (Avaya CT server, database server, Siebel server, agent machines) can access them. Although Avaya recommends that you provide a server machine exclusively for the Avaya CT for Siebel solution, it may be installed on an existing server. Avaya strongly advises you not to place these components on the same machine as the Avaya CT server (the TServer). The Administrator�s Tool must also be installed on the Database server.

The following figure illustrates the typical network architecture for Avaya CT For Siebel:

Installing the Avaya CT for Siebel applications


Installing the Avaya CT for Siebel applicationsTo install the CT for Siebel server applications:

1. When upgrading an earlier release of the software, Avaya recommends that you uninstall the previous release before upgrading. Please read the Release Notes (README.DOC on the CD-ROM) for upgrade prerequisites.

2. Close all open applications.

3. Log in as the administrator.

4. Place the Avaya CT For Siebel 7 CD-ROM in the CD-ROM drive of the CT for Siebel applications server.

Note:Note: When Windows is using the Explorer shell, Explorer automatically opens the

contents of the CD-ROM if the AutoRun feature is not disabled.

5. If the contents of the CD-ROM are not displayed automatically,

a. From the Windows desktop, double-click My Computer.b. Double-click the CD-ROM drive.

6. Double-click the Applications folder.

7. Double-click the folder named with your operating system.

8. Double-click setup.exe.

The Choose Setup Language dialog box is displayed.

9. Choose the language for the setup and click OK.

The software searches for installed components upon execution. The Welcome dialog box is displayed.

10. Click Next.The License Agreement dialog box is displayed.

11. Click Yes.

The Customer Information dialog box is displayed.

12. Enter a user name and company name.

13. Click Next.The Choose Destination Location dialog box is displayed.

14. To install the software in a location other than the default, click Browse to select a new location.



Note:Note: Avaya recommends that you install the software in the default location.

15. Click Next.The Setup Type dialog box is displayed.

16. Do one of the following:

● Select Typical (with documentation) or Compact (without documentation) and click Next. Continue with Step 19.

● Select Custom and click Next. Continue with Step 17.

Note:Note: Avaya recommends that you select Typical or Custom.

17. The Select Components dialog box is displayed.

18. Select the optional components you want to install:

● CMS Data Feed Service - This component is necessary to set up the link between the CMS and the Data Feed Service.

● Call Service - The Call Service monitors the incoming VDNs. This is critical for capturing collected digits delivered with the call, and for indicating the queue time of an ACD call. Avaya recommends that you install this component.

● Siebel Applets - This entry denotes the Change State Applet.

● Database Builder - This application builds the Call Database. This is required only if you want CMS Data Feed, queue time, or screen transfers

19. The Select Program Folder dialog box is displayed.

20. If necessary, you can change the folder name in which the setup process uses to create the icons.

21. Click Next.The Start Copying Files dialog box is displayed. Read the entire text, and note any warnings. Review the list to make sure the settings selected are correct.

22. Click Next.The software is installed on the server. When the installation is finished, the InstallShield Wizard Complete dialog box is displayed.

23. Click Finish.

The server shuts down and restarts.

Repairing a damaged Avaya CT for Siebel installation


Repairing a damaged Avaya CT for Siebel installation

It may be necessary to repair the installation if a file or library gets corrupted.

To repair a damaged installation:


2. Place the Avaya CT For Siebel 7 CD-ROM in the CD-ROM drive of the CT for Siebel Applications server.








The Maintenance Welcome dialog box is displayed.

7. Select Repair.8. Click Next.

The software reinstalls the appropriate files. When the process is finished, the Finish Notification dialog box is displayed.

9. Click Finish.



Modifying an Avaya CT for Siebel installationTo modify an installation:


2. Place the Avaya CT For Siebel 7 CD-ROM in the CD-ROM drive of the CT for Siebel Applications server.









7. Select Modify.

8. Click Next.The Select Components dialog box is displayed.

9. Select the optional components you want to install:

● CMS Data Feed Service - This component is necessary to set up the link between the CMS and the Data Feed Service.

● Call Service - The Call Service monitors the incoming VDNs. This is critical for capturing collected digits delivered with the call, and for indicating the queue time of an ACD call. Avaya recommends that you install this component.

● Siebel Applets - This entry denotes the Change State Applet.

● Database Builder - This application builds the Call Database. This is required only if you want CMS Data Feed, queue time, or screen transfers

10. Click Next.The software reinstalls the appropriate files. When the process is finished, the Finish Notification dialog box is displayed.

11. Click Finish.

Removing the Avaya CT for Siebel applications


Removing the Avaya CT for Siebel applicationsTo remove the Avaya CT for Siebel application:


2. Place the Avaya CT For Siebel 7 CD-ROM in the CD-ROM drive of the CT for Siebel applications server.

Note:Note: When Windows is using the Explorer Shell, Explorer automatically opens

the contents of the CD-ROM if the AutoRun feature is not disabled.







7. Select Remove.

8. Click Next.A confirmation dialog box is displayed.

9. Click Yes to remove the application files.

The software removes the appropriate files. When the process is finished, the Finish Notification dialog box is displayed.

10. Click Finish.




Installing the telephony interface components

Now that the application server is installed, other servers on the network must be updated with the proper interface files.


● Installing the Tserver preparation files on page 32

● Installing the telephony driver on page 33

● Setting up the Change State applet on page 35 (optional)

● Removing the telephony driver on page 37

Note:Note: The telephony component will not function until a valid license file is

obtained from Avaya and installed. See Registering and administering the product on page 65 for more information.



Installing the Tserver preparation filesThe Tserver preparation files must be installed on the Avaya CT server.

To install the Tserver preparation files:

1. Log in to the Tserver as the administrator.

2. Place the CD-ROM in the CD-ROM drive.

3. Navigate to the TSERVER PREP folder.


The Welcome dialog box is displayed.

5. Click Next.The Enter the License Path dialog box is displayed.

6. The license.dat file should be installed in a shared folder on the Avaya CT for Siebel server. Use Browse to select the correct folder.

7. Click Next.The files are installed.

8. Click Finish.

Installing the telephony driver


Installing the telephony driverThe telephony driver must be installed on the Siebel Communication server.

To install the telephony driver:

1. Select Start > Settings > Control Panel.The Control Panel window is displayed.

2. Select Administrative Tools.

The Administrative Tools are displayed.

3. Select Services.

The Services dialog box is displayed.

4. Right-click Siebel Services.

A pop-up menu is displayed.

5. Click Stop.

6. Place the CD-ROM in the drive.

7. Navigate to the DRIVER folder.


The application verifies the prerequisites. This may take a few moments. The Choose Destination Location dialog box is displayed.

9. To install the software in a different location, click Browse to select a new location.

Note:Note: Avaya recommends that you install the software in the <Siebel installation

directory>siebsrvr/bin folder.

10. Click Next.The Welcome dialog box is displayed.

11. Click Next.The License Agreement dialog box is displayed.

12. Click Yes.

The Select Database dialog box is displayed.

13. Select SQL or DB2.

14. Click Next.The program installs the files onto the server. Progress is shown the Setup Status dialog box. When finished, the Installation Complete dialog box is displayed.



15. Click Finish.

Setting up the Change State applet


Setting up the Change State appletSetting up the Change State applet is optional. This feature allows the agents to change their telephone work modes from their desktop. This applet is set up on the Siebel Communication server.

To install the Change State applet:

1. Create the following folder on the server where the Siebel tools will be installed:

c:\Program Files\Avaya

2. Navigate to c:\<Siebel_folder>\tools\Objects\Enu\siebel.srf.

3. Copy the file siebel.srf to the c:\Program Files\Avaya folder.

4. Log in to the Siebel tools using the Siebel administrator login.

5. Choose Server from the drop down box.

6. Lock the following projects: Bitmap, Command, Communications Administration, and Toolbar.

7. Create a new project named Avaya CTI and lock it.

8. From the toolbar, go to Tools > Import from Archive.

A confirmation dialog box is displayed.

9. Click Yes.

10. Import from the archive Agent State Applet.sif that is located in the applet folder on the installation CD-ROM.

11. Select the Merge option.

12. Click Next.13. The tools will then review any conflicts and actions. When this completes, you can

accept the changes.



14. Select Tools > Compile Projects.

The Object Compiler dialog box is displayed.

15. Select Locked projects and Browse to the C:\Program Files\Avaya\siebel.srf file.

16. Click Compile.

17. When the compile is complete, stop Siebel services.

18. Copy the siebel.srf file from the C:\Program Files\Avaya folder and replace the one in the C:\<Siebel directory>\siebsrvr\Objects\Enu\siebel.srf folder.

19. Copy the files change_agent_state_disabled.gif and change_agent_state_enabled.gif files from the applet folder on the installation CD-ROM to the SWEApp\Public\ENU\Images folder for the thin client.

20. Copy the files change_agent_state_disabled.gif and change_agent_state_enabled.gif files from the applet folder on the installation CD-ROM to the Client\Public\ENU\Images folder for the thick client.

21. Start Siebel services.

Removing the telephony driver


Removing the telephony driverTo remove the telephony driver from the Siebel Communication server:

1. Select Start > Programs > Avaya CT Integration for Siebel 7 > Uninstall.2. Select the setup language.

Note:Note: A setup language is requested only if you assigned one when installing the

driver.

A confirmation dialog box is displayed.

3. Click Yes to remove the driver.

The Maintenance Complete dialog box is displayed.

4. Click Finish.




Building a call database

The next step is to create a call database using either Microsoft SQL or IBM DB2. This database is used by both the Toolbar and the CMS Messaging Service. The Toolbar uses this database as a holding queue for bookmark and screen transfers, while the call database uses the database for holding the reports, data labels, Siebel row IDs for outbound calls, and queue time values.


● Required knowledge and skills on page 39

● Checklist for building a database on page 40

● Building a Microsoft SQL database on page 41

● Building an IBM DB2 database on page 43

Required knowledge and skillsGeneral Windows knowledge is required for these tasks.

Knowledge of the system network is required for these tasks.



Checklist for building a databaseUse the following checklist to assist before and after building a database:


Before you build the database...

Building the call database requires both the Database login (to make changes and amendments to the database server) and the Avaya CT login (to send the data to another Toolbar). Have these profiles readily available before proceeding.

After you build the database...

Verify that the CTI database has an administrative user named CVCTUSER.

Verify that the following tables exist in the CTI database: CALLDATA, DIVISIONS, GROUPS, ITEMS, MSGLOG, LIMITS, MULTISITE, and SCHEMAVER.If MULTISITE is not selected when building the call database, the MULTISITE table will not be in the database.

Verify that the following stored procedures exist in the database: sp_putdata10w, sp_putlogData, sp_Addrecord, sp_putData, sp_CleanTable.These procedures must have execute permissions for CVCTUSER.

Building a Microsoft SQL database


Building a Microsoft SQL databaseTo build a Microsoft SQL database:

1. Select Start > Programs > Avaya CT for Siebel 7 > Administrator Tool.The Avaya CT for Siebel window is displayed.

2. Select File > Configure Database Provider.The Configure Database Provider dialog box is displayed.

3. Select the SQL database from the Select the Database Provider drop-down menu.

4. Click OK.

5. Select Service > DBBuilder.The Call DB Setup Options dialog box is displayed.

6. In the Options area, these options allows a high degree of customization that creates a database that best suits your needs. Select the desired options, which include:

● Call Database -This installs a new SQL Database that will contain the bookmark and screen transfer information for the Toolbar. If this is not installed, the agents will not be able to transfer screens or bookmarks.

● Multi-Site - This sets up the database so that it may be accessed by more than one SQL database. If more than one Call Center will be sharing this database, be sure to select this option. Otherwise, it is not necessary.



● Queue Time - This instructs the database to store the Queue Time from an incoming call. This time will subsequently be reported to the appropriate agent. This will not function if the Call Service is not present.

● Messaging Database - This option provides the CMS Data Feed.

7. In the Security area, select I will be using Standard Security, enter the user ID, and enter the password.

8. Click Continue.

Note:Note: The SQL Connection dialog box may be displayed. If it is, provide the

appropriate login credentials.

The Select Database dialog box is displayed.

9. Select <New>.

10. Click OK.

Note:Note: If a CTI Database already exists, you may select it instead of building a new

database, but it will erase all data that is currently in the database.

The New Call DB dialog box is displayed.

11. Enter a name for the database and select the appropriate size of the call center. Avaya recommends that the database be named CTI. Use the following guidelines for choosing the database size:

● Small - Call center with fewer than 50 agents.

● Medium - Call center with more than 50 agents but fewer than 250 agents.

● Large - Call center with multiple sites or a call center with more than 250 agents.

12. Click Create.

The Database Builder creates the database. When the installation success screen appears, the installation is complete.

Tip:Tip: The Data Feed services and the Call Service must be set before this

database will function properly. Do not exit the Administrator Tool as it will be required later.

Building an IBM DB2 database


Building an IBM DB2 databaseBefore building an IBM DB2 database, you must fulfill the following prerequisites:

● You must log on as an administrative user for the DB2 database.

● The database server must have a C compiler.

● The build options for stored procedure builder must be set.

To build an IBM DB2 database:

1. Select Start > Programs > IBM DB2 > Stored Procedure Builder.The IBM DB2 Stored Procedure Builder dialog box is displayed.

2. In the Project window, right-click a database icon.

A menu is displayed.

3. Click SQL SP Build Options.

4. In the Compiler environment field, enter the fully-qualified path to the command file that sets up the compiler environment variables. Depending on the compiler you are using, do one of the following:

● For Microsoft Visual C++ Versions 5.0, enter:

c:\devstudio\vc\bin\vcvars32.bat

● For Microsoft Visual C++ Versions 6.0, enter:

c:\Microsoft Visual Studio\VC98\bin\vcvars32.bat

● For IBM VisualAge C++ for Windows Version 3.6, enter:

c:\ibmcxxw\bin\setenv.bat

● For IBM VisualAge C++ for Windows Version 4, enter:

c:\ibmcppw40\bin\setenv.bat

Note:Note: If your C++ compiler is not installed on your �c:� drive, change the path in

these commands to reflect the location of the C++ compiler on your system.

5. In the Compiler options field, enter the C compiler options for building the SQL stored procedures on the database server. Depending on the compiler you are using, do one of the following:

● For Microsoft Visual C++ Versions 5.0 and 6.0, enter the following on a single line:

cl -Ox -W2 /TC -D_X86_=1 -IC:\SQLLIB\include SQLROUTINE_FILENAME.c /link -dll -

def:SQLROUTINE_FILENAME.def /out:SQLROUTINE_FILENAME.dll C:\SQLLIB\lib\db2api.lib



● For IBM VisualAge C++ for Windows Version 3.6, enter the following on a single line:

"ilib /GI SQLROUTINE_FILENAME.def & icc -Ti -Ge- -Gm+ -W2 -IC:\SQLLIB\include SQLROUTINE_FILENAME.c /B\"/ST:64000 /PM:VIO /DLL\" SQLROUTINE_FILENAME.exp C:\SQLLIB\lib\db2api.lib"

● For IBM VisualAge C++ for Windows Version 4, enter:

"vacbld"

If you do not specify the configuration file after the vacbld command, DB2 will create the following default configuration file at the first attempt of creating any SQL procedure:

C:\SQLLIB\function\routine\sqlproc.icc

If you want to use your own configuration file, you can specify your own configuration file when setting the DB2 registry value for DB2_SQLROUTINE_COMPILE_COMMAND:

"vacbld C:\SQLLIB\function\sqlproc.icc"

Note:Note: Replace C:\SQLLIB with the actual DB2 server installation path.

The above options are the default compile commands if the DB2_SQLROUTINE_COMPILE_COMMAND is not set. To return to the default compiler options, set the value for the Compiler Command to blank.

For more command options, refer to the Release Notes (release.txt) in your DB2 installation path.

6. In the Precompiler options field, enter the precompiler options for building the SQL stored procedures on the database server. For information about precompiler options, see the DB2 Command Reference.

7. In the Debugger timeout field, enter a value to set the number of seconds before stored procedures run to completion.

8. Select the Keep files on server check box to keep intermediate files created during the SQL stored procedure build process on the database server.

9. Click OK.

10. Close the window.


12. Select File > Configure Database Provider.The Configure Database Provider dialog box is displayed.

13. Select the DB2 database from the Select the Database Provider drop-down menu.

Building an IBM DB2 database


14. Click OK.

15. Select Service > DBBuilder.The Create DB2 Database Wizard dialog box is displayed.

16. Click Next.The Select Database Options dialog box is displayed.

17. Enter a DB Name and select Create DB. Avaya recommends that you use the name CTI.

18. Click Next.The database is created, which may take some time. The Finished Creating Database dialog box is displayed.

19. Select Yes.

20. Click Next.The Finalize Database Table Structure dialog box is displayed.

21. In the Database Login Information area, enter a Login Name (usually CVCTUSER), the password, the database name created in Step 17, and the name of the database server.

22. In the Table Creation Options area, these options allows a high degree of customization that creates a database that best suits your needs. Select the desired options, which include:

● Call Database -This installs a new database that will contain the bookmark and screen transfer information for the Toolbar. If this is not installed, the agents will not be able to transfer screens or bookmarks.

● Multi-Site - This sets up the database so that it may be accessed by more than one DB2 database. If more than one Call Center will be sharing this database, be sure to select this option. Otherwise, it is not necessary.

● Queue Time - This instructs the database to store the Queue Time from an incoming call. This time will subsequently be reported to the appropriate agent. This will not function if the Call Service is not present.

● Messaging Database - This option provides the CMS Data Feed.

23. Click Next.The Database Builder creates the database. When the installation success screen appears, the installation is complete.

24. Click OK.

Tip:Tip: The Data Feed services and the Call Service must be set before this

database will function properly. Do not exit the Administrator Tool as it will be required later.




Setting up CMS Data Feed

The next step is to configure the CMS Data Feed. This is the service that extracts data from the Call Center CMS and sends it to Siebel for distribution to agents via the Siebel Marquee.

The Data Feed is a vital part of the CMS Messaging System because it provides the lifeline between CMS and Siebel. It is more than a mere link; it also translates the CMS (which is in Solaris) into a format readable by Siebel and fuses it with the labels and distribution instructions from the Messaging Database (or Call Database).

This feed is run as a service. If the service is terminated or taken down, the link between Siebel and the CMS will be severed, and the data will not appear in the marquees.



● Configuring the CMS Data Feed on page 48

● Setting up a DSN on page 50

● Preparing the CMS files on page 54

● Starting the Data Feed service on page 57


Solid knowledge of the system network is required for these tasks.

Solaris experience is helpful but not required for these tasks.



Configuring the CMS Data FeedTo configure the CMS Data Feed:

1. If the administrative tool for CT for Siebel is not already open, select Start > Programs > Avaya CT for Siebel 7 > Administrator Tool.The Avaya CT for Siebel window is displayed.

2. Select Service > CMS > CMS Data Feed Configuration.

The CMS Data Feed Configuration dialog box is displayed.

3. Click the Siebel tab.

4. Enter data in the Siebel tab as described in the following table:

5. Click the Database tab.

Siebel tab fields Description

Siebel Login The Siebel login that has permissions to add, change, and delete Message Broadcast records.

Password The password for the user.

Encrypt Click this box to encrypt the file to an .INI file, so it will be available upon load.

Connection String The Siebel Connection String. This is the Gateway String needed to give access to the service. For example:

host=”siebel://<Gateway_Server>/<Siebel_Enterprise_Name>/SCCObjMgr_enu/<Siebel_Server>”

Note: Verify this with the Connection String setting in the [/call center] section of the Siebel eapps.cfg file.

Sleep Time The time, in milliseconds, when the Siebel server becomes inactive if there is no network interaction.

Enable Logging If Siebel has logging enabled, it will generate a text file (the log file) appended with system events and actions. This is optional, but would be useful for troubleshooting.

Max Log The maximum size of the log file, in kilobytes. If the limit is exceeded, Siebel deletes the oldest data from the log file to make room for the newest data.

Configuring the CMS Data Feed


6. Enter the information for logging into the database and extracting the CMS data as described in the following table:

7. Click OK.

The CMS Data Feed is now configured. Refer to Avaya CT for Siebel 7 Administration Guide for information on how to create your messaging reports.

Database tab fields Description

SQL Server Enter the database server identification.

Database Name Enter the name of the CTI Database (typically CTI).

Integrated Security Select this box to use the integrated security option.

Login ID Provide the SQL or DB2 login.

Password Enter the password for the SQL or DB2 login.

Encrypt Click this box to encrypt the file to an .INI file, so it will be available upon load.



Setting up a DSNA Data Source Name (DSN) should be set up for use with Siebel. The system DSN is a system identification, rather than a domain user, that provides the Siebel server with the proper login credentials.

You must set up either an SQL DSN or a DB2 DSN. See either:

● Setting up an SQL DSN on page 50

● Setting up a DB2 DSN on page 52

Setting up an SQL DSNTo set up an SQL DSN:

1. Select Start > Settings > Control Panel (Windows NT) or Start > Settings > Control Panes > Administrative Tools (Windows 2000).

The Control Panel window is displayed.

2. Select ODBC Sources (Windows NT) or Data Sources (ODBC) (Windows 2000).

The ODBC Sources dialog box is displayed.

3. Select the System DSN tab.

4. Click Add.

The Create New Data Source dialog box is displayed, which shows a list of possible ODBC types.

5. Select SQL Server.6. Click Finish.

The Create a New Data Source to SQL Server dialog box is displayed.

7. Enter CMS Data Feed in the Name field and the server address in the Server field (a description is not required).

Setting up a DSN


8. Click Next.Another Create a New Data Source to SQL Server dialog box is displayed.

9. Select SQL Server Authentication and provide the Siebel login and password.

10. Click Client Configuration.

The Add Network Library Configuration dialog box is displayed.

11. Verify that TCP/IP is selected as the network library. Do not do anything further on this dialog.

12. Click OK.

Another Create a New Data Source to SQL Server dialog box is displayed. This dialog displays stored procedures, ANSI identifiers, and miscellaneous database settings. Do not make any changes to this dialog.

13. Click Next.Another Create a New Data Source to SQL Server dialog box is displayed that displays language settings and log file locations. Do not make any changes to this dialog.

14. Click Finish.

The ODBC Microsoft SQL Server Setup dialog box is displayed showing all of the DSN settings.

15. Click Test Data Source.

16. The SQL Server ODBC Data Source Test dialog box is displayed. The message, TESTS COMPLETED SUCCESSFULLY!, should appear at the end of the test results.

17. Click OK and exit the ODBC Connection Wizard.



18. Open the Siebel Configuration file and locate the heading titled [Server].

19. Change the value of ConnectString to CMS Data Feed.

20. Continue with Preparing the CMS files on page 54.

Setting up a DB2 DSNTo set up a DB2 DSN:

1. Select Start > Settings > Control Panel (Windows NT) or Start > Settings > Control Panes > Administrative Tools (Windows 2000).

The Control Panel window is displayed.

2. Select ODBC Sources (Windows NT) or Data Sources (ODBC) (Windows 2000).

The ODBC Sources dialog box is displayed.

3. Select the System DSN tab.

4. Click Add.

The Create New Data Source dialog box is displayed, which shows a list of possible ODBC types.

5. Select IBM DB2 ODBC DRIVER.

The ODBC IBM DB2 Driver - Add dialog box is displayed.

6. Populate the dialog as shown in the following table:

7. Click OK.

The Add Database Wizard dialog box is displayed. This dialog has seven tabs.

8. Under the Source tab, select to manually configure the connection (the last option).

9. Under the Protocol tab, select TCP/IP.

10. Under the TCP/IP tab, indicate the DB2 server Host name and Port number. 11. Under the Database tab, enter CTI in both the Database name and Database alias

fields.

12. Under the ODBC tab, select Microsoft Visual Basic for the registration application.

Field Entry

Data Source Name CMS Data Feed

Database Alias CTI

Description The CMS Data Feed Service

Setting up a DSN


13. Under the Node Options tab, populate the fields as shown in the following table:

14. Under the Security Options tab, accept all defaults.

15. Click Finish.

A configuration dialog box is displayed.

16. Click Close.

17. Continue with Preparing the CMS files on page 54.

Field Entry

System Name Enter the name of the DB2 server.

Instance Name DB2

Operating System Select the correct operating system.



Preparing the CMS filesThe Solaris configuration must be set up within the CMS.

To prepare the CMS files:

1. FTP the Solaris files from the Avaya CT for Siebel 7 CD-ROM folder /SERVER/UNIX/ to the /tmp directory in the CMS. There are two files: install.ksh and install.tar. FTP install.ksh using ASCII file transfer and install.tar using binary file transfer.

2. Log in as root to the CMS.

3. Enter:

cd /tmp

4. Enter:

ls -l

Verify that the two files that were sent using FTP are present on the CMS server.

5. Enter:

chmod 755 install.ksh

6. Enter:

./install.ksh

Messages similar to the following are displayed:

Siebel CMS Reports Unpacker V1.0

Enter directory to install:(Hit returen to accept default - /export/home/cms/siebel)

Preparing the CMS files


7. Press Enter.Messages similar to the following are displayed:

Note:Note: The term wallboards is synonymous with CMS Data Feed.

8. Enter the IP address of the Avaya CT for Siebel server. This is the same server where you installed the CMS Data Feed application and CMS Data Pool is operating.

Messages similar to the following are displayed:

9. Enter: y

Wallboards software will be installed in /export/home/cms/siebel directoryCreating directory /export/home/cms/siebelFixing dir permissions...Unpacking archive.....Fixing Siebel dir(s) permissions..Creating Report axcis_agCreating Report ascis_spCreating Report axcis_udCreating Report axcis_tg

Welcome to the Wallboards for Siebel Installation

This will walk you through the install and configuration of the “Wallboards on Siebel” data feed

If you wish to quite at any time, simply type ‘abort’.

Please enter the IP address for the‘Wallboards for Siebel’ NT Service:

We can now generate the dat files.Do you want to continue[y/n]?



10. The installation program requests parameter data for reports. Enter the information as described in the following table:

After the data is entered, messages similar to the following are displayed:

11. Enter: y

12. The GEM files are created and the CMS is properly configured. The CMS may now stream the data into the Data Pool.

13. Enter:

cd /export/home/cms/siebel

14. Enter:

./startall

The service starts.

Parameter data Description

ACD This is number of the ACD, which is usually 1. Refer to your CMS documentation for further details.

Refresh rate This is the frequency in seconds with which the report data is refreshed.

Agent skills1

1. This data may be entered individually (for example, 1), delimited by semicolon (for example, 1;2;3;4), or entered as a range (f or example, 1-100). Avaya recommends that you enter the full range of this parameter available on your communication server.

This is the agent split range to monitor for CMS data.

Split/skills1 This is the split ID range to monitor for CMS data.

VDNs1 This is the VDN ID range to monitor for CMS data.

Trunk group1 This is the Trunk Group ID range to monitor for CMS data.

We now have enough info to generate the gem files.Do you want to continue[y/n]?

Starting the Data Feed service


Starting the Data Feed serviceThe Data Feed service must be started in Windows so that the data forwarded from the CMS server will be processed and reported.

To start the data feed service:


2. Select Service > Services Controller > CMS Data Feed.

The CMS Data Feed Services Controller dialog box is displayed. Data Feed has the following states:

● SERVICE_STOP_PENDING● SERVICE_STOPPED● SERVICE_RUN_PENDING● SERVICE_RUNNINGThe status should currently read SERVICE_STOPPED. In this mode, the CMS data is not being received, and the reports cannot be generated.

3. If Data Feed is running, click Stop to place the service in the SERVICE_STOP_PENDING mode. The system starts shutting down the service.

Click Refresh and the state changes to SERVICE_STOPPED when the shutdown is complete.

4. Click Start.This places the service in the SERVICE_RUN_PENDING mode and begins loading the service.

5. Click Refresh.

When the service state changes to SERVICE_RUNNING, the service is operational.

6. Click the Automatically Start on Service on Server Boot check box.

This launches the service immediately upon server reboot. Avaya recommends this for uninterrupted service.

7. Click Close.




Setting up Call Service

Call Service is a special component that monitors an incoming VDN. This allows the system to track many more characteristics of the call, such as the time a call has been waiting in queue and any collected digits the customer has entered while waiting. This component is installed automatically, but may be omitted in a custom installation.

Note:Note: This is an optional component, and if a custom installation was performed

without this option, skip this chapter.



● About Call Service on page 60

● Configuring Call Service on page 61

● Starting Call Service on page 63




About Call ServiceCollected Digits and Queue Time are not normally populated in soft phones because it requires an in-depth monitor of the incoming VDN. For example, Queue Time indicates to the agent how long this customer has been waiting on hold.

Collected Digits are touch-tone numbers entered by the customer following prompts from a �collect� step in a call vector. There are cases where it will be helpful to retain the data.

For example, a caller is prompted for a Personal Identification Number (PIN) by the vector for routing purposes. When the call is routed, the agent may still need that PIN. Without Collected Digits, it is simply discarded when the vector routes the call. The customer may be annoyed to repeat a number already given.

Configuring Call Service


Configuring Call ServiceTo configure the call service:


2. Select Service > Call Service > Call Service Configuration.

The Call Service Configurator dialog box is displayed.

3. Select the CTI tab and populate the dialog box with data as described in the following table:

4. Click Apply to save changes.

5. Select the VDN tab.

6. Enter a VDN to be monitored in the VDN field.

7. Select the way the VDN will be monitored: Regular or ICC.

● Regular - No additional software is required. The VDNs are monitored normally. This VDN data is stored in the VDN.DAT file.

CTI tab fields Description

Tlink The address string of the switch. If more than one is available, they are shown in the drop-down box.

User Name The Avaya CT login.

Password The password for the Avaya CT login.

Delay The cycle time to connect to the TServer.

Encrypt Click this box to encrypt the file to an .INI file, so it is available upon load.

Logging The Call Service may also record all events for the monitored VDN. If this box is checked, all VDN events are recorded to the log file.

Queue Time This option enables the monitoring of call queue time.

Message Care Click to enable the option for Message Care integration.

ICC Click to enable the creation of Internet Call Center VDNs.



● ICC - The VDN data is subject to Internet Call Center specialized fields. This VDN data is stored in the ICC.DAT file.

If the call center does not use Internet Call Center, all VDNs should be set up as Regular.

! Important:! Important:Important: VDNs may be monitored in different ways. Certain applications and

configurations may have fields that are not visible to normal VDN monitoring. Avaya Internet Call Center uses unique VDN fields. If the VDN is used, it must be specified, so that the extra fields will be read.

8. Click Add.

The VDN is now displayed in the Current VDNs field.

9. Repeat Steps 6 through 8 to add more VDNs.

10. Select the Message Care tab.

11. Enter a Database Server name for the SQL or DB2 server, a User ID, and a Password, and whether the password will be encrypted on the SQL or DB2 server.

12. Click Apply to save the changes.

13. If Queue Time Reporting is desired, select the Queue Time tab. Otherwise, continue with Step 16.

14. Enter the Data Server for the SQL or DB2 server, Database, User ID, Password, and whether the password will be encrypted on the SQL or DB2 server.

15. Click Apply.

16. Click OK.

Note:Note: Once Call Service is running, you can stop and restart it through the

Administrator Tool. Select Service > Services Controller > Call Service to stop the service.

Starting Call Service


Starting Call ServiceCall Service must be started on Windows.

To start Call Service:

1. Load the Avaya CT for Siebel Administrator's Tool.

2. Select Service > Services Controller > Call Service.

The Call Service Services Controller dialog box is displayed. Call Service has the following states:

● SERVICE_STOPPED● SERVICE_RUNNING● SERVICE_START_PENDINGThe status should currently read SERVICE_STOPPED. In this mode, calls are not being monitored.

3. If Call Service is running, click Stop to place the service in the SERVICE_STOP_PENDING mode. The system starts shutting down the service.

Click Refresh afterwards and the state changes to SERVICE_STOPPED when the shutdown is complete.

4. To start the service, click Start.This places the service in the SERVICE_START_PENDING mode and begins loading the service.

5. Click Refresh.

When the service state changes to SERVICE_RUNNING, the service is operational.

6. Click the Automatically Start on Service on Server Boot check box.

This launches the service immediately upon server reboot. Avaya recommends this for uninterrupted service.

7. Click Close.




Registering and administering the product

The call center server has now been set up with the necessary components and the servers has been configured the Avaya CT for Siebel. However, you must now register and administer the product.


● Registering the product on page 65

● Administering the product on page 66

Registering the productTo register the product:

1. Write down your Tserver link and IP address.

2. Write down your backup Tserver link and IP address (if applicable).

3. Write down the version of Siebel you are running.

4. Call Avaya Professional Services at 1-800-618-8707 in the United States and +1-720-444-9990 outside of the United States.

5. Give the representative your Tserver, backup Tserver, and Siebel version information.

6. Provide the �sold-to� information or a Functional Location (FL) number.

7. A DAT file is sent via e-mail.

8. Copy the DAT file to the Siebel Communication server.

9. Specify the DAT file location within the Driver:LicensePath parameter. See the chapter �Configuration parameters� in Avaya CT for Siebel 7 Administration Guide.

Registering and administering the product


Administering the productDo the following to administer the product:

1. Set up any additional Agent States. This is described in Avaya CT for Siebel 7 Administration Guide.

2. If the Send All Calls option was selected, be sure the voice mail extension is functioning.

3. Individual stations may be modified inside Siebel by altering the Parameters, Commands, and Events. Refer to Avaya CT for Siebel 7 Administration Guide for a complete list of these Avaya CT for Siebel settings.

4. Add agent telesets to Siebel and Avaya CT. Avaya CT for Siebel 7 Administration Guide provides an overview of this procedure.


Glossary

Communication server An Avaya telephone communication server (also know as a switch). This includes a DEFINITY ECS or a server using Avaya MultiVantage Software.

CTI Computer Telephony Integration

Tserver Avaya CT server

Tserver



IndexAadministering the product . . . . . . . . . . . . . 66Avaya CT documents . . . . . . . . . . . . . . . . 6Avaya CT for Siebel documents . . . . . . . . . . . 7Avaya CT for Siebel server hardware and software

requirements. . . . . . . . . . . . . . . . . . . 12

Bbuilding

database. . . . . . . . . . . . . . . . 39, 41, 43

CCall Service . . . . . . . . . . . . . . . . . . . . 60checklist

building a database. . . . . . . . . . . . . . . 40permissions . . . . . . . . . . . . . . . . . . 20preinstallation . . . . . . . . . . . . . . . . . 20server installation. . . . . . . . . . . . . . . . 10

communication server documents . . . . . . . . . . 6configuring

Call Service . . . . . . . . . . . . . . . . . . 61CMS Data Feed . . . . . . . . . . . . . . . . 48

customer support . . . . . . . . . . . . . . . . . . 7

Ddocuments

Avaya CT . . . . . . . . . . . . . . . . . . . . 6Avaya CT for Siebel . . . . . . . . . . . . . . . 7communication server . . . . . . . . . . . . . . 6Siebel Enterprise Applications. . . . . . . . . . . 7

Iinstallation planning . . . . . . . . . . . . . . . . . 9installing

Avaya CT for Siebel . . . . . . . . . . . . . . 23Avaya CT for Siebel server applications . . . . . 25Change State applet . . . . . . . . . . . . . . 35telephony driver . . . . . . . . . . . . . . . . 33telephony interface components . . . . . . . . . 31Tserver preparation files . . . . . . . . . . . . 32

Mmodifying an Avaya CT for Siebel server installation . 28

Nnetwork diagram . . . . . . . . . . . . . . . . . . 16

Ooptional servers . . . . . . . . . . . . . . . . . . 12

Ppermissions checklist . . . . . . . . . . . . . . . . 20planning for installation . . . . . . . . . . . . . . . . 9preinstallation checklist . . . . . . . . . . . . . . . 20preparing the CMS files. . . . . . . . . . . . . . . 54

Rregistering the product . . . . . . . . . . . . . . . 65related documents . . . . . . . . . . . . . . . . . . 6removing

Avaya CT for Siebel applications . . . . . . . . . 29telephony driver. . . . . . . . . . . . . . . . . 37

repairing a damaged Avaya CT for Siebel server installation27

required servers . . . . . . . . . . . . . . . . . . 11requirements

Avaya CT for Siebel server hardware and software 12Avaya CT server hardware and software . . . . . 13communication server . . . . . . . . . . . . . . 15database server hardware and software . . . . . 14reviewing hardware and software . . . . . . . . 11

Sserver installation checklist . . . . . . . . . . . . . 10server side components . . . . . . . . . . . . . . 17setting up

Call Service. . . . . . . . . . . . . . . . . . . 59Change State applet . . . . . . . . . . . . . . 35Data Feed . . . . . . . . . . . . . . . . . . . 47DB2 DSN. . . . . . . . . . . . . . . . . . . . 52DSN . . . . . . . . . . . . . . . . . . . . . . 50


SQL DSN. . . . . . . . . . . . . . . . . . . . 50Siebel Enterprise Applications documents . . . . . . . 7starting

Call Service. . . . . . . . . . . . . . . . . . . 63Data Feed service on the Siebel server . . . . . . 57

support . . . . . . . . . . . . . . . . . . . . . . . 7

Wwhere to install the components . . . . . . . . . . . 24

Documents

Avaya CT for Siebel 7 · Contents 4 Avaya CT for Siebel Installation Guide Removing the telephony driver.37 Building a call database