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Avaya CMS SupervisorRelease 14Installation and Getting Started

07-601587February 2007


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2007 Avaya Inc. All Rights Reserved.

Notice

While reasonable efforts were made to ensure that the information in thisdocument was complete and accurate at the time of printing, Avaya Inc. canassume no liability for any errors. Changes and corrections to the informationin this document might be incorporated in future releases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions tothe original published version of this documentation unless such modifications,additions, or deletions were performed by Avaya. Customer and/or End Useragree to indemnify and hold harmless Avaya, Avaya's agents, servants andemployees against all claims, lawsuits, demands and judgments arising out of,

or in connection with, subsequent modifications, additions or deletions to thisdocumentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Websites referenced elsewhere within this documentation, and Avaya does notnecessarily endorse the products, services, or information described or offeredwithin them. We cannot guarantee that these links will work all the time and wehave no control over the availability of the linked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your salesagreement to establish the terms of the limited warranty. In addition, Avayasstandard warranty language, as well as information regarding support for thisproduct, while under warranty, is available through the Avaya Support Website:

http://www.avaya.com/support

License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'SACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERALLICENSE TERMS AVAILABLE ON THE AVAYA WEB SITEhttp://support.avaya.com/LicenseInfo/("GENERAL LICENSE TERMS"). IFYOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUSTRETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN(10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license typesdescribed below. The applicable number of licenses and units of capacity forwhich the license is granted will be one (1), unless a different number oflicenses or units of capacity is specified in the Documentation or othermaterials available to End User. "Designated Processor" means a singlestand-alone computing device. "Server" means a Designated Processor thathosts a software application to be accessed by multiple users. "Software"means the computer programs in object code, originally licensed by Avaya andultimately utilized by End User, whether as stand-alone Products orpre-installed on Hardware. "Hardware" means the standard hardwareProducts, originally sold by Avaya and ultimately utilized by End User.

License type(s)Designated System(s) License (DS). End User may install and use eachcopy of the Software on only one Designated Processor, unless a differentnumber of Designated Processors is indicated in the Documentation or othermaterials available to End User. Avaya may require the DesignatedProcessor(s) to be identified by type, serial number, feature key, location orother specific designation, or to be provided by End User to Avaya throughelectronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software onmultiple Designated Processors or one or more Servers, so long as only thelicensed number of Units are accessing and using the Software at any giventime. A "Unit" means the unit on which Avaya, at its sole discretion, bases thepricing of its licenses and can be, without limitation, an agent, port or user, ane-mail or voice mail account in the name of a person or corporate function(e.g., webmaster or helpdesk), or a directory entry in the administrativedatabase utilized by the Product that permits one user to interface with theSoftware. Units may be linked to a specific, identified Server.

Copyright

Except where expressly stated otherwise, the Product is protected by copyrightand other laws respecting proprietary rights. Unauthorized reproduction,transfer, and or use can be a criminal, as well as a civil, offense under theapplicable law.

Third-party components

Certain software programs or portions thereof included in the Product maycontain software distributed under third party agreements ("Third PartyComponents"), which may contain terms that expand or limit rights to usecertain portions of the Product ("Third Party Terms"). Information identifyingThird Party Components and the Third Party Terms that apply to them isavailable on the Avaya Support Web site:

http://support.avaya.com/ThirdPartyLicense/

Preventing toll fraud

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

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technicalassistance or support, call Technical Service Center Toll Fraud InterventionHotline at +1-800-643-2353 for the United States and Canada. For additionalsupport telephone numbers, see the Avaya Support Web site:


Trademarks

Avaya and the Avaya logo are either registered trademarks or trademarks ofAvaya Inc. in the United States of America and/or other jurisdictions.

MultiVantage is a trademark of Avaya Inc.

All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support Website:


Avaya support

Avaya provides a telephone number for you to use to report problems or to askquestions about your product. The support telephone numberis 1-800-242-2121 in the United States. For additional support telephonenumbers, see the Avaya Support Web site:

http://www.avaya.com/supporthttp://support.avaya.com/LicenseInfo/http://support.avaya.com/ThirdPartyLicense/http://support.avaya.com/ThirdPartyLicense/http://www.avaya.com/supporthttp://www.avaya.com/support/http://www.avaya.com/support/http://www.avaya.com/support/http://support.avaya.com/ThirdPartyLicense/http://support.avaya.com/LicenseInfo/http://www.avaya.com/support/http://www.avaya.com/supporthttp://www.avaya.com/support


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Installation and Getting Started February 2007 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Change description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Administration documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Software documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Call Center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Avaya CMS upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Base load upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Platform upgrades and data migration . . . . . . . . . . . . . . . . . . . . . . . 14

Avaya Call Management System Upgrade Express (CUE) . . . . . . . . . . . . 15

Documentation Web sites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 1: About the installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

About CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

What is CMS? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

What is CMS Supervisor? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

What is new for this release. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Number of CMS Supervisor windows allowed. . . . . . . . . . . . . . . . . . . . . 18

Number of simultaneous instances allowed. . . . . . . . . . . . . . . . . . . . . . 18

Number of PCs allowed to run CMS Supervisor. . . . . . . . . . . . . . . . . . . . 19

Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Reliability and availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Languages supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Installation support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Supported operating systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Using current versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

What about non supported operating systems? . . . . . . . . . . . . . . . . . . . 22

About upgrades to Windows 2000 or XP. . . . . . . . . . . . . . . . . . . . . . . . 22

Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Contents


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Required network, serial, or modem connections. . . . . . . . . . . . . . . . . . . . . 23

Network connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Serial connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Modem connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Chapter 2: Install CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Local and shared network installations . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Local installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Shared network installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

About shared network configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Overview of required steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

About the network setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

About the client PC setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Version upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Previous R14 install for a local installation . . . . . . . . . . . . . . . . . . . . . . 28

R13 upgrade for a local installation . . . . . . . . . . . . . . . . . . . . . . . . . . 28

R12 upgrade for a local installation . . . . . . . . . . . . . . . . . . . . . . . . . . 28

V11 upgrade for a local installation . . . . . . . . . . . . . . . . . . . . . . . . . . 28

V9 upgrade for a local installation . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

V6 or V8 upgrade for a local installation . . . . . . . . . . . . . . . . . . . . . . . . 29

V6 or V8 upgrade to V9 for a shared network . . . . . . . . . . . . . . . . . . . . . 29

About V5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Typical and custom installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Typical installations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Custom installations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Install CMS Supervisor on a local PC from the CD-ROM . . . . . . . . . . . . . . . . . 31

Install CMS Supervisor on a local PC from the network . . . . . . . . . . . . . . . . . 32

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Prepare the network directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Install CMS Supervisor on each PC . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Install CMS Supervisor on a shared network drive . . . . . . . . . . . . . . . . . . . . 33

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Set up the network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Perform the PC client setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35What to do if the installation does not start automatically . . . . . . . . . . . . . . . . 35

About Autoplay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Manually upgrade V6 or V8 to V9 for a shared network. . . . . . . . . . . . . . . . . . 36


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Set up the network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Install V9 Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Chapter 3: Uninstall CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Uninstall all versions except V5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Uninstall Supervisor Version 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Chapter 4: Get started with CMS Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . 43

About CMS server connection settings . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Connection options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Automatic and manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Open the CMS Supervisor application . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Establish the connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Choose settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Establish network settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Establish serial settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Establish modem settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Establish SSH settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Log in to the CMS server for the first time . . . . . . . . . . . . . . . . . . . . . . . . . 49

Log in to the CMS server after the first time . . . . . . . . . . . . . . . . . . . . . . . . 50

Automatic login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Manual login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Log off the CMS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Exit CMS Supervisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Change connection settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Close CMS Supervisor windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 5: CMS operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

About operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Tasks on the Operations tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

How to get to the Operations tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Actions menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Action menu items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57


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Chapter 7: Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

PC shutdowns and operating system crashes . . . . . . . . . . . . . . . . . . . . . . 75

Resolve error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Installation messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Login error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Browse errors when logged into multiple CMS servers . . . . . . . . . . . . . . . . . 80

Find OCX and DLL incompatibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Resolve TCP/IP host name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Check for serial or modem connection problems. . . . . . . . . . . . . . . . . . . . . 82

General troubleshooting tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Verify privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Verify permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Verify swap files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Test operation of networking software. . . . . . . . . . . . . . . . . . . . . . . . . 84

Preserve CMS Supervisor user profiles . . . . . . . . . . . . . . . . . . . . . . . . 84

View the readme file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91


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Preface

Avaya Call Management System (CMS) is an application for businesses and organizations thatuse Avaya communication servers to process large volumes of telephone calls using theAutomatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agentselection, multi-site contact centers, remote agents, reporting, interfaces to other systems,workforce management, desktop applications, system recovery, and quality monitoring.

Avaya CMS is part of the Operational Effectiveness solution of the Avaya Customer InteractionSuite.

This section includes the following topics:

Purpose on page 9

Intended users on page 9

Overview on page 10

Conventions and terminology on page 10

Reasons for reissue on page 11

Availability on page 11

Related documentation on page 12

Support on page 15

Purpose

Tailor this content for your particular document.

The purpose of this document is to describe how to install and configure Avaya CMSSupervisor.

Intended users



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Preface


This document is written for for anyone who wants to install Avaya CMS Supervisor Release 14software for use with Avaya Call Management System (CMS).

Overview


Example:

This document includes the following topics:

Introduction on page 19

Provides an overview of the supported Avaya CMSsoftware, supported hardwareplatforms and required software.

This document includes the following topics:

About the installation on page 17

Install CMS Supervisoron page 25

Uninstall CMS Supervisoron page 39

Get started with CMS Supervisoron page 43

CMS operations on page 55

Install and use Terminal Emulatoron page 59

Troubleshooting on page 75

Conventions and terminology

If you see any of the following safety labels in this document, take careful note of the informationpresented.


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Reasons for reissue


CAUTION:!

CAUTION: Caution statements call attention to situations that can result in harm to software,loss of data, or an interruption in service.

! WARNING:!

WARNING: Warning statements call attention to situations that can result in harm to hardwareor equipment.

! DANGER:!

DANGER: Danger statements call attention to situations that can result in harm to personnel.

! SECURITY ALERT:!

SECURITYALERT: Security alert statements call attention to situations that can increase the potentialfor unauthorized use of a telecommunications system.

Add additional terminology or conventions if required for your particular document.

Reasons for reissue

This is the first issue of this document.

If this is not the first issue of the document, create a list similar to the following example:

This document differs from the previous issue in the following ways:

An ASCII definition table to assist vendor developers was added.

The text of forced check-out messages was updated.

The material on the rules of transmission was reorganized.

A general update and correction of a variety of small problems, such as typographicalerrors, was done.

Availability

Copies of this document are available from one or both of the following sources:

Note:Note: Although there is no charge to download documents through the Avaya Web site,

documents ordered from the Avaya Publications Center must be purchased.

The Avaya online support Web site, http://www.avayadocs.com
http://www.avayadocs.com/http://www.avayadocs.com/


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Preface


The Avaya Publications Center, which you can contact by:

Voice:

+1-207-866-6701+1-800-457-1764 (Toll-free, U.S. and Canada only)

Fax:

+1-207-626-7269+1-800-457-1764 (Toll-free, U.S. and Canada only)

Mail:

GlobalWare Solutions200 Ward Hill AvenueHaverhill, MA 01835 USA

Attention: Avaya Account Manager

E-mail:[email protected]

Related documentation

You might find the following Avaya CMS documentation useful. This section includes thefollowing topics:

Change description on page 12

Administration documents on page 13

Software documents on page 13

Hardware documents on page 13

Call Center documents on page 14

Avaya CMS upgrade documents on page 14

Documentation Web sites on page 15

Change description

For information about recent changes made in Avaya CMS, see:

Avaya Call Management System Release 14 Change Description, 07-601579


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Related documentation


Administration documents

For more information about Avaya CMS administration, see:

Avaya Call Management System Release 14 Administration, 07-601585

Avaya Call Management System (CMS) Release 14 Database Items and Calculations,07-601591

Avaya Call Management System Supervisor Release 14 Reports, 07-601590

Avaya Call Management System (CMS) Supervisor Release 14 Installation and Getting

Started, 07-601587

Avaya Call Management System High Availability User Guide, 07-300066

Avaya Call Management System High Availability Connectivity, Upgrade and

Administration, 07-600957

Software documents

For more information about Avaya CMS software, see:

Avaya Call Management System Release 14 Software Installation, Maintenance, and

Troubleshooting Guide, 07-601578

Avaya CMS Open Database Connectivity Version 5.2, 07-601580

Avaya Call Management System Release 14 LAN Backup User Guide, 07-601589

Avaya Call Management System Release 14 External Call History Interface, 07-601586

Avaya CMS Custom Reports, 585-215-822

Avaya CMS Forecast User Guide, 585-215-825

Avaya Call Management System (CMS) Supervisor Release 14 Report Designer,07-601588

Avaya Business Advocate Reports, 07-601618

Hardware documents

For more information about Avaya CMS hardware, see: Avaya Call Management System Sun Netra 210 Computer Hardware Installation,

Maintenance, and Troubleshooting, 07-600963

Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation,



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Preface


Avaya Call Management System Sun Blade 100/150 Workstation Hardware Installation,


Avaya Call Management System Terminals, Printers, and Modems, 585-215-874

Call Center documents

For more information about Avaya Call Center documents, see:

Avaya Call Management System Switch Connections, Administration, andTroubleshooting, 07-601582

Avaya CMS upgrade documents

There are several upgrade paths supported with Avaya CMS. There is a document designed to

support each upgrade.


Base load upgrades on page 14

Platform upgrades and data migration on page 14

Avaya Call Management System Upgrade Express (CUE) on page 15

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for

example, r14ak.g to r14al.k). A specific set of instructions is included with the upgrade. TheAvaya Call Management System Release 14 Base Load Upgrade document is shipped to thecustomer site with the CMS software CD-ROM as part of a Product Correction Notice (PCN).

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgradingfrom a SPARCserver 5 to a Sun Netra 210). The new hardware platform is shipped from the

Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have thelatest CMS load (for example, R3V11 to R14).

For more information about platform upgrades and data migration, see:

Avaya Call Management System Release 14 Platform Upgrade and Data Migration,07-601581


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Support


Avaya Call Management System Upgrade Express (CUE)

Use CUE when CMS is being upgraded from an earlier version (for example, R3V11) to thelatest version (for example, R14).

A specific set of upgrade instructions is included with the upgrade. TheAvaya Call Management

System Release 14 CMS Upgrade Express (CUE) for Sun Computers document is included onthe CUE software CD-ROM that is shipped to the customer site with the CUE kit.

For information about customer requirements for CUE upgrades, see:

Avaya Call Management System Release 14 CMS Upgrade Express (CUE) Customer

Requirements, 700419930

Documentation Web sites

For Avaya product documentation, go to http://www.avayadocs.com. Additional information

about new software or hardware updates will be contained in future issues of this book. Newissues of this book will be placed on the Web site when available.

Use the following Web sites to view related support documentation:

Information about Avaya products and service

http://www.avaya.com

Sun hardware documentation

http://docs.sun.com

Support

Contacting Avaya technical support

Avaya provides support telephone numbers for you to report problems or ask questions aboutyour product.

For United States support:

1- 800- 242-2121

For international support:

See the 1-800 Support Directory listings on the Avaya Web site.
http://www.avayadocs.com/http://www.avaya.com/http://docs.sun.com/http://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=Directorieshttp://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=Directorieshttp://docs.sun.com/http://www.avaya.com/http://www.avayadocs.com/


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Preface


Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent serviceissues. For more information, see the Escalation Management listings on the Avaya Web site.
http://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=EscalationListhttp://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=EscalationList


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Chapter 1: About the installation

Avaya CMS Supervisor is a graphical user interface (GUI) to the CMS software. This sectionprovides background information about the Avaya Call Management System (CMS) and AvayaCMS Supervisor. Also included are the hardware and software requirements.


About CMS Supervisoron page 17

Installation support on page 21

Operating system requirements on page 21

Hardware requirements on page 23

Required network, serial, or modem connections on page 23

About CMS Supervisor


What is CMS? on page 18

What is CMS Supervisor? on page 18

What is new for this release on page 18

Number of CMS Supervisor windows allowed on page 18

Number of simultaneous instances allowed on page 18

Number of PCs allowed to run CMS Supervisoron page 19

Performance on page 19

Reliability and availability on page 19

Security on page 20

Languages supported on page 20


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What is CMS?

The Avaya Call Management System (CMS) is a software product used by customers who usean Avaya communication server and receive a large volume of telephone calls that areprocessed through the Automatic Call Distribution (ACD) feature of the communication server.The CMS server collects call-traffic data, formats management reports, and provides anadministrative interface to the ACD feature in the communication server.

What is CMS Supervisor?

Avaya CMS Supervisor is a Microsoft Windows-based application that allows you to do thefollowing tasks:

Remotely administer most aspects of the CMS server, such as defining Dictionary entries,setting user permissions, and adjusting data storage intervals and capacities.

Run reports to view the activity in your call center.

What is new for this release

For a description of the new features available for this release, see the Call ManagementSystem Change Description document.

Number of CMS Supervisor windows allowedCMS Supervisor makes it possible for users to open as many as 12 windows simultaneously.This limit is set for each user by the CMS system administrator. Windows that do not directlyuse CMS data, such as the color customization data, are not included in this limit. Also,windows that are open for applications other than CMS Supervisor are not included in this limit.

CMS Supervisor can connect to a single CMS. CMS Supervisor does not provide the capabilityto combine data from more than one CMS.

Number of simultaneous instances allowed

With the recommended configuration listed in Hardware requirements on page 23, you can runas many as four simultaneous CMS Supervisor instances.


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About CMS Supervisor


The ability to run several instances of CMS Supervisor and the performance of CMS Supervisorin this situation depends on the memory and speed of the PC that you use. It is also affected byany other applications that run on the PC while CMS Supervisor is in use. If simultaneous CMSSupervisor instances run in the background, the PC may require additional memory to maintainacceptable performance.

Number of PCs allowed to run CMS Supervisor

The number of PCs that can run CMS Supervisor are limited by the number of simultaneoususers who are contracted for in the site-licensing agreement with Avaya. CMS counts thenumber of active CMS Supervisor clients that are logged in and limits the number ofsimultaneous users to the number of logins that were purchased by the customer.

A client may be logged in to a CMS server once per user ID on a single PC.

Performance

When you use CMS Supervisor you may experience slightly slower response times for someactions. The following are a few possible reasons for slower performance:

The PCs configuration, processor speed, Level 2 cache, hard disk speed, and video RAMcould affect the response time.

If CMS Supervisor runs simultaneously with other applications, its performance could beaffected by those other applications.

Two or more CMS Supervisor instances that run simultaneously could result in slightlyslower response time.

If CMS Supervisor runs in a LAN environment, it generates additional network traffic. Forexample, if 250 CMS Supervisor instances run two real-time reports each, CMSSupervisor could require a significant portion of the LANs capacity. Therefore, ensure thatyour LAN is engineered appropriately.

In a LAN environment, network backups can cause congestion on the network andadversely affect the network performance.

Reliability and availability

If serial links or LAN connectivity drop and you are logged in with the Automatic Login capability,CMS Supervisor automatically attempts to restore the connection.


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Security

When CMS Supervisor is connected to CMS, you have the same level of security as you dowhen you use a dedicated CMS terminal. The existing CMS permissions structure is honored.When you use CMS Supervisor on a LAN, you are able to access only the information that isavailable in a direct-connect environment.

CMS Supervisor also incorporates a SecureShell (SSH) feature for encrypted communicationswith a CMS Server. For more information on this feature, see Establish SSH settings onpage 49.

Languages supported

For information about which CMS Supervisor languages are supported for which MicrosoftWindows operating system languages, see the following table ( X indicates that the operating

system language is supported).

OS

Language

CMS Supervisor Language

English

Italian

French

German

Portu-guese

Spanish

Japanese

Traditional

Chinese

Simplified

Chinese

Korean

Dutch

Russian

English X X X X X X

Italian X X

French X X

German X X

Portuguese

X X

Spanish X X

Japanese X X

Tradition

alChinese

X

Simplified

Chinese

X X


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Installation support


For a list of supported operating systems, see Operating system requirements on page 21.

Installation supportIf you have difficulty installing CMS Supervisor, refer to the following sources:

Operating system requirements on page 21

Hardware requirements on page 23.

The tips in the readme.txt file on the CD-ROM

Troubleshooting on page 75

If you have further questions, contact the Avaya National Customer Care Center at1-800-242-2121. For support outside of the United States, contact your Avaya representative ordistributor.

Operating system requirements


Supported operating systems on page 22

Using current versions on page 22

What about non supported operating systems? on page 22

About upgrades to Windows 2000 or XP on page 22

Korean X X

Dutch X X

Russian X X

OS

Language

CMS Supervisor Language

English

Italian

French

German

Portu-guese

Spanish

Japanese

Traditional

Chinese

Simplified

Chinese

Korean

Dutch

Russian


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Supported operating systems

You will need one of the following operating systems:

Windows 2000

Windows XP

! Important:Important: Windows XP Tablet PC Edition is not supported.

Using current versions

To ensure compatibility, it is recommended that you install the latest Service Packs for yourMicrosoft operating system. To ensure security, you must install the latest security patches for

your supported Microsoft operating system prior to installing Avaya CMS Supervisor.

What about non supported operating systems?

If you attempt to install CMS Supervisor on a non supported operating system, the setupprogram will fail without displaying an error message.

About upgrades to Windows 2000 or XP

If you upgrade any Windows operating system to Windows 2000 or XP without first uninstallingCMS Supervisor, you will lose your ability to uninstall and upgrade CMS Supervisor in thefuture.

Perform an upgrade to Windows 2000 or XP as follows:

1. Uninstall CMS Supervisor

2. Upgrade to Windows 2000 or XP

3. Reinstall CMS Supervisor


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Hardware requirements


Hardware requirements

To install and run CMS Supervisor, your system must meet the following minimumrequirements:

A Pentium-class or compatible processor rated at the appropriate speed:

- Windows 2000, XP - 300 MHz or faster

50 MB of free hard disk drive space - If you want to install CMS Supervisor in more thanone language, you also need an additional 5 MB of disk space for each installation of CMSSupervisor in another language.

A CD-ROM or DVD drive

RAM:

- Windows 2000, XP - 128 MB

If simultaneous CMS Supervisor instances run in the background, additional memory maybe required to maintain acceptable performance.

An SVGA monitor and graphics adapter set to at least 64,000 colors and a resolution of atleast 800x600.

A network, serial, or modem connection

Note:Note: If you want more than one version of CMS Supervisor to run simultaneously on a

PC, you will need more memory and disk resources.

Required network, serial, or modem connections


Network connections on page 23

Serial connections on page 24

Modem connections on page 24

Network connections

If you have a network connection, you will need one of the following:

TCP/IP network protocol

An ethernet communications board


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These requirements include SecureShell (SSH) connections.

Serial connections

If you have a serial connection, you will need one of the following:

A serial cable that is correctly wired to support hardware flow control and a 16550A UARTcommunications port

An available COM port

Modem connections

For a modem connection, you will need at least a 19.2 Kbps modem and a 16550A UARTcommunications port.

If the modem is external, the cable must be correctly wired to support hardware flow control.


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Chapter 2: Install CMS Supervisor

This section describes the options and procedures for installing Avaya Call ManagementSystem (CMS) Supervisor on a local PC or on a shared network drive.

! Important:Important: CMS Supervisor does not support silent installations. Also, CMS Supervisor does

not support distributed installation mechanisms, such as Microsoft SystemsManagement Server (SMS) or HP OpenView.

This section includes the following general information:

Local and shared network installations on page 25

About shared network configurations on page 26

Version upgrades on page 27

Typical and custom installations on page 30

Local and shared network installations

You can perform a local or shared network installation from the CMS Supervisor installation CDor from a directory on the network which has a copy of all of the application files.

You can use two methods to install the application files, which are described as follows.This section includes the following topics:

Local installation on page 25

Shared network installation on page 26

Local installation

A local installation means that you install all of the CMS Supervisor application files on each PCthat will run CMS Supervisor. The application files reside on local disk space on each PC.


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Shared network installation

A shared network installation means that you install the CMS Supervisor application files on aPC that is on the network. The directory on the network where you install CMS Supervisor musthave sharing enabled.

Each PC that runs CMS Supervisor has a program icon that points to the shared directory thatcontains the application files.

! Important:Important: If you are trying to perform a shared network upgrade on a previous version that

was locally installed, you will receive an error message and installation will abort.A local installation cannot be upgraded with the shared network installation.

Related topic

For more information, seeAbout shared network configurations on page 26.

About shared network configurations


Overview of required steps on page 26

About the network setup on page 27

About the client PC setup on page 27

Overview of required steps

To setup a shared network configuration, you must first install CMS Supervisor to a shareddirectory on the network. Then, you must setup each client PC with a program icon that pointsto the shared network directory so that users can access and run CMS Supervisor from theirPCs.


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Version upgrades


About the network setup

The network setup installs application software files and all language options into a sharednetwork directory. In addition, this setup transfers a client setup program and its associated filesto the shared network directory.

About the client PC setup

After you install CMS Supervisor in the shared network directory, you must run the client setupprogram on each client PC. You must run the client PC setup from the newly-populated sharednetwork directory. It will install an icon on each client PC that points to the shared networkdirectory and will let you identify where you want to put user-specific files.

Related topic

For installation procedures, see Install CMS Supervisor on a shared network drive on page 33.

Version upgrades

This topic includes information about version upgrades and includes the following topics:

Previous R14 install for a local installation on page 28

R13 upgrade for a local installation on page 28 R12 upgrade for a local installation on page 28

V11 upgrade for a local installation on page 28

V9 upgrade for a local installation on page 29

V6 or V8 upgrade for a local installation on page 29

V6 or V8 upgrade to V9 for a shared network on page 29

Related topics

For more information, see any of the following topics:

Install CMS Supervisor on a local PC from the CD-ROM on page 31

Install CMS Supervisor on a local PC from the network on page 32

Install CMS Supervisor on a shared network drive on page 33

Manually upgrade V6 or V8 to V9 for a shared network on page 36


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Previous R14 install for a local installation

The program will prompt you to do one of the following actions:

Reinstall the files. Do this if you need to repair any Avaya CMS Supervisor files.

Exit the installation wizard.

R13 upgrade for a local installation

The program will prompt you to upgrade Avaya CMS Supervisor to R14. You will also have theoption of canceling the installation.

R12 upgrade for a local installationThe program will prompt you to upgrade Avaya CMS Supervisor to R14. You will also have theoption of canceling the installation.

V11 upgrade for a local installation

To upgrade CMS Supervisor V11 to R14, do the following steps:

1. Install the latest V11 update.

This update is available on the CMS Supervisor R14 CD-ROM. This update corrects anuninstall problem where other Avaya programs could be seriously affected.

2. After the latest V11 update has been installed, you must restart your PC.

3. Start the R14 installation process.

The R14 installation process will prompt you if V11 should be upgraded to R14 or if R14should be installed separately.

! Important:Important: You should keep your V11 application if you have not yet upgraded all of your

CMS servers to R14. CMS Supervisor R14 is compatible with only CMS R14,

R13, and R12.4. Complete the upgrade or installation.


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Version upgrades


V9 upgrade for a local installation

The program will prompt you to decide which one of the following you want to do:

Uninstall the previous version before you upgrade. The installation wizard will retain your

user preferences.

Keep the previous version and also install R14 in a new directory.

! Important:Important: You should keep your V9 application if you have not yet upgraded all of your CMS

servers to R14. CMS Supervisor R14 is compatible with only CMS R14, R13, andR12.

V6 or V8 upgrade for a local installation

CAUTION:!

CAUTION: You must not upgrade the CMS server to R14 prior to conducting this procedure.Otherwise, your user preferences cannot be saved during the CMS Supervisorupgrade.

To retain your user preferences, you must do the following:

1. Upgrade to V9 before you upgrade to R14. The installation program will ask you if theprogram should perform an automatic upgrade to V9.

2. Establish a connection to a V6, V8, or V9 CMS server after the V9 upgrade is completed.

3. Restart the R14 installation.

V6 or V8 upgrade to V9 for a shared network

To retain your user preferences, you must do the following:

1. On the server, manually upgrade to V9. For more information, see Manually upgrade V6 orV8 to V9 for a shared network on page 36.

2. On each client, the R14 installation program will prompt you to manually upgrade to V9.

! Important:Important: Perform an upgrade on each client. You must reinstall CMS Supervisor in each

client to update any Windows registry changes and local system files. You canuse the same directory location on the file server as was used for the previousCMS Supervisor installation, unless you want to keep your previous version.


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3. Establish a connection to a V6, V8, or V9 CMS server after you complete the V9 upgradeon the server and clients.

About V5

CMS Supervisor Version 5 can co-reside with R14. There is no way to perform an upgrade fromV5 to a later version.

Related topic

Uninstall Supervisor Version 5 on page 40

Typical and custom installations

Choose a custom installation instead of a typical installation only if you want to install morelanguages than the typical installation will install.


Typical installations on page 30

Custom installations on page 31

Typical installations

The installation program always installs the English version of CMS Supervisor and online Help.If your operating system is in a language other than English, the installation programautomatically installs CMS Supervisor and online Help in English plus the language of youroperating system.

Examples:

If your operatingsystem is in ...

Then the typical installation willautomatically install ...

English English

Spanish Spanish and English


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Install CMS Supervisor on a local PC from the CD-ROM


Custom installations

If you want to install more languages, you can choose a custom installation.

! Important:Important: You should always check the available disk space shown at the bottom of the

window if you want to add languages. Also, you must make sure that youroperating system is set to the appropriate language.

You may not be allowed to install all of the languages supported by CMS Supervisor.

Install CMS Supervisor on a local PC from the CD-ROM

To install CMS Supervisor on a local PC from the CD-ROM, use the following procedure:

1. If you want to upgrade CMS Supervisor, read Version upgrades on page 27.

! Important:Important: If you are upgrading CMS Supervisor, you must follow the instructions in Version

upgrades on page 27 before installing the new Supervisor version.

2. Close any programs that are running on the PC.

3. Insert the CMS Supervisor CD-ROM into the CD-ROM drive.

For more information, see What to do if the installation does not start automatically onpage 35.

4. Follow the steps on the wizard screens until the installation is complete. Make sure thatyou select Install to Local PC and install the files at either the default location orsomewhere else on your hard drive.




5. Establish a connection to the CMS server. For the procedure, see Get started with CMSSupervisoron page 43.


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Install CMS Supervisor on a local PC from the network

If you want to install CMS Supervisor on a local PC from the network, you must first copy theCMS Supervisor installation files from the CD-ROM onto the network. Then you install CMS

Supervisor onto each client PC from the network.


Before you begin on page 32

Prepare the network directory on page 32

Install CMS Supervisor on each PC on page 33

Before you begin

Do the following steps before you install Supervisor:


2. Verify that every applicable PC has access to the network resource that contains the CMSSupervisor application files.

Typically, a mapped network drive provides network access to this computer because itmakes it easy to locate the CMS Supervisor application files during the installation. If theCMS Supervisor application files cannot be located, the installation will fail. For informationabout how to map to a network drive, see Windows Help.

Prepare the network directory

Use the following procedure to prepare the network directory:

1. At a PC that is connected to the network, close all programs that are running on the PC.


3. If Autoplay is enabled on your PC, the installation starts automatically. Select Cancel tointerrupt the installation.

4. Open Microsoft Windows Explorer.

5. Create a directory on the network drive and record the path to the directory for later use.

6. Copy the contents of the CD-ROM to the directory that you created in Step 5. Be sure tocopy allof the files.

7. Go to Install CMS Supervisor on each PC on page 33.


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Install CMS Supervisor on a shared network drive


Install CMS Supervisor on each PC

For each PC you install from a network, do the following steps:

1. Go to Prepare the network directory on page 32 if you have not done so already.

2. Close all programs that are running on the PC.

3. Navigate to Start > Run.

4. Browse to the network drive and the directory that contains the CMS Supervisor files youcopied in Step 6 ofPrepare the network directory on page 32.

5. Execute the Setup.exe file that is located in the root directory.

The CMS Supervisor installation wizard is displayed.

6. Follow the steps on the wizard screens until the installation is complete. Make sure thatyou select Install to Local PC and install the files at either the default location orsomewhere else on your hard drive.




7. Establish a connection to the CMS server. For the procedure, see Get started with CMSSupervisoron page 43.

Install CMS Supervisor on a shared network driveUse the following procedure to create a shared application directory on a network drive for theCMS Supervisor files. With this type of installation, the CMS Supervisor executable files resideon the network resource and are shared by multiple computers.



Set up the network on page 34

Perform the PC client setup on page 35

Related topicFor more information, seeAbout shared network configurations on page 26.


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Before you begin

Do the following steps before you install CMS Supervisor:


2. Verify that every applicable PC has access to the network resource that contains the CMSSupervisor application files.

Typically, a mapped network drive provides network access to this computer because itmakes it easy to locate the CMS Supervisor application files during the installation. If theCMS Supervisor application files cannot be located, the installation will fail. For informationabout how to map to a network drive, see Windows Help.

Set up the network

Use the following procedure to setup the network:

1. Log in to the PC as a user with administrative privileges.


3. Create a directory on the network drive to hold the CMS Supervisor application files.


For more information, see What to do if the installation does not start automatically onpage 35.

5. Follow the steps on the wizard screens until the installation is complete. Make sure thatyou select Install on shared network drive and install the files in the directory you

created.

! Important:Important: If you have V9 or V11 installed on your system, install R14 CMS Supervisor in a

separate directory from V9 or V11.

For more information, see Local and shared network installations on page 25.

6. Go to Perform the PC client setup on page 35.


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What to do if the installation does not start automatically


Perform the PC client setup

! Important:Important: You must run client setup from the actual PC that will be used to access CMS

Supervisor. If you just log on to the network as each user, and then run clientsetup, the program will not install properly.

To setup a client PC, do the following steps:

1. Go to Set up the network on page 34, if you have not done so already.

2. From a client PC, close any programs that are running on the PC.

3. In Windows Explorer, navigate to the directory where CMS Supervisor is installed on thenetwork.

4. Locate and then execute the Setup.exe file located in the network application directory.

The CMS Supervisor installation wizard is displayed.

5. Follow the steps on the wizard screens until the installation is complete. Install the files ateither the default location or somewhere else on your hard drive.

If you have CMS Supervisor V9 or V11, you must choose to either have R14 co-reside withthe previous version and place the program files in a separate directory or upgrade.

For more information, see Typical and custom installations on page 30.

6. If you have another client PC, perform this procedure again at that PC.

7. Establish a connection to the CMS server. For the procedure, go to Get started with CMSSupervisoron page 43.

What to do if the installation does not start automatically


About Autoplay on page 36

Procedure on page 36


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About Autoplay

The CD-ROM also supports the Microsoft Windows AutoPlay feature. If AutoPlay is enabled onyour PC, insert the CD-ROM into the drive and the CMS Supervisor Setup program startsautomatically. For information on how to enable or disable AutoPlay on your PC, see yoursystem administrator.

Procedure

If the CMS Supervisor installation does notstart automatically, do the following steps:

1. Select Start > Run.

2. Do one of the following:

Note:Note: For help locating the executables, consider the following:

- The R14 executable is located in the root directory.

-

The V11 executable is located in a subdirectory off the root directory.

- The V9 executable is located in a subdirectory off the root directory.

3. Select OK.

The installation wizard is displayed.

Manually upgrade V6 or V8 to V9 for a shared network

If you want to keep your preferences, you must first upgrade CMS Supervisor V6 or V8 to V9before you can install R14.

Use this procedure only if you are upgrading a V6 or V8 shared network install to an R14 sharednetwork install.

If you want to install from Then

A CD-ROM Browse the contents of the CD-ROM and executethe Setup.exe file.

A shared network drive In Windows Explorer, navigate to the directorywhere CMS Supervisor is installed on the network,and execute the Setup.exe file.


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Manually upgrade V6 or V8 to V9 for a shared network


This section includs the following topics:

Set up the network on page 37

Install V9 Supervisoron page 37

Set up the network

Do the following steps before you upgrade to V9:

1. Set up a network directory for your V9 files. For more information, see Set up thenetwork on page 34.

! Important:Important: Create a separate directory for the V9 files.

2. Return to Install V9 Supervisoron page 37.

Install V9 Supervisor

Use this procedure to manually upgrade V6 or V8 to V9 on a shared network. Do the followingfor each client:


2. Navigate to the drive and directory on the network that contains the V9 Supervisorapplication files.

3. Launch SetupClt.exe.

The Supervisor Installation Welcome window is displayed.

4. Select Next.

The Previous Version Found window is displayed.

5. Select OK to continue with the installation.

6. Select the option to install Supervisor V9 as an upgrade.

The Select Location window is displayed.

7. Make sure that you have enough disk space to install the application to the specified drive.The numbers at the bottom of the window indicate the total space that is available.

8. Select the installation location, and select OK.

You can either accept the default location that is displayed or browse to another location.

9. Select Next.


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10. Select Typical orCustom, and select Next.

For more information, see Typical and custom installations on page 30.

11. Select the shortcut location, and select Next.

You can either accept the default location that is displayed or browse to another location.

12. Select Install.

Note:Note: The Install Status window displays a list of all files that are installed for V9

Supervisor. Verify that all files were successfully installed.

13. Select Finish to return to your desktop.

14. Establish a connection to a V6, V8, or V9 CMS server.

You must perform this step to ensure that user preferences and server information arepreserved.

For the procedure, go to Get started with CMS Supervisoron page 43.

Note:Note: You cannotconnect to an R14 CMS server with V6, V8, V9, V11, R12, or R13

CMS Supervisor.

15. Restart the R14 installation.


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Chapter 3: Uninstall CMS Supervisor

You can easily uninstall the Avaya Call Management System (CMS) Supervisor application withthe Microsoft Windows Add/Remove Programs wizard. Uninstall removes the Supervisorfiles and directories from the PC.


Uninstall all versions except V5 on page 39

Uninstall Supervisor Version 5 on page 40

Uninstall all versions except V5! Important:

Important: For shared network installations, uninstall the client software before you uninstallthe server software. The uninstall program needs an executable file that existsonly on the server.

CAUTION:!

CAUTION: Because of an uninstall problem in V11, you should upgrade it to the currentrelease of V11, which is available on the R14 CMS Supervisor CD-ROM, beforeperforming this procedure.

To uninstall Supervisor, do the following steps:


2. From the Microsoft Windows Start menu, select Settings > Control Panel.

3. Execute the Add/Remove Programs feature.

The Add/Remove Programs Properties window is displayed. (Add or RemovePrograms in XP)

4. Select the Install/Uninstall tab. (Change or Remove Programs for Windows XP)

5. Highlight the entry for Supervisor in the list of installed software.

6. Select Add/Remove. For Windows XP, select the Change/Remove button.

The removal process is started.


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7. SelectYes.

The Perform Uninstall window is displayed and a progress indicator shows whatpercentage of the files are installed.

CAUTION:!

CAUTION:

If you press Cancel at this time, the system cancels the uninstall process.However, because some files have been deleted, Supervisor will not run. Also,the system prevents you from trying to uninstall Supervisor files a second time ifyou cancel the first attempt.

After the uninstall is complete, the system returns you to the desktop.

8. If you have a shared network installation, uninstall the server using this procedure.

Uninstall Supervisor Version 5

Since Version 5 does not have an uninstall program, you must remove it manually. Use thefollowing procedure to remove Version 5 of Supervisor.

Note:Note: You can also use this procedure to delete an obsolete version of Terminal

Emulator.



Procedure on page 41

Before you begin

It is not necessary to uninstall any prior Supervisor version before you install the latest version.However, you may want to remove all references to the old version before you install the latestversion. For example, you may want to remove the old desktop icons.

! Important:Important: For shared network installations, uninstall the client software before you uninstall

the server software. The uninstall program needs an executable file that exists

only on the server.


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Uninstall Supervisor Version 5


Procedure

To uninstall Supervisor Version 5, do the following steps:

1. Delete the directory and all files contained within the directory where you installed

Supervisor. For example, c:\centrevu orc:\cvterm.

2. Delete the centrevu.ini and cvterm.ini files.

If you have already upgraded to the latest version, the .ini files may not exist.

CAUTION:!

CAUTION: Do not perform Steps 3 through 6 if you have already upgraded to the latestversion.

3. From the Windows Start Menu, select Settings > Control Panel > Fonts.

4. Select CVTERM.

5. Select Delete.6. SelectYes upon seeing the message: Are you sure you want to delete these fonts?.

7. From the Windows Start Menu, select Settings > Taskbar.

8. Select the Start Menu Programs tab.

9. Select Remove.

10. Select the entry forSupervisor V5.

11. Select Remove.

12. SelectYes after seeing the message: Are you sure you want to remove ...


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Chapter 4: Get started with CMS

Supervisor

This section provides procedures for common operations that you will perform in Avaya CallManagement System (CMS) Supervisor.


About CMS server connection settings on page 43

Open the CMS Supervisor application on page 45

Establish the connection on page 45

Log in to the CMS server for the first time on page 49

Log in to the CMS server after the first time on page 50 Log off the CMS serveron page 52

Exit CMS Supervisoron page 52

Change connection settings on page 53

Close CMS Supervisor windows on page 54

About CMS server connection settings

You must establish connection settings before you can connect to the Avaya Call ManagementSystem (CMS) server.


Connection options on page 43

Automatic and manual on page 44

Connection options

CMS Supervisor has the following connection options to a CMS server:

Network

Serial


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Chapter 4: Get started with CMS Supervisor


Modem

SSH

Automatic and manualThere are two ways to set these options to connect to the CMS server:

Automatic - This method logs in to the CMS server through the Graphical User Interface(GUI).

Manual - This method logs in to the CMS server through a command line. You would usemanual login for the following reasons:

- You need to login as the cmssvc orcms user ID.

- You are instructed to do so for troubleshooting.

Note:Note: If you need information about your Solaris system for the purpose of logging in

through CMS Supervisor, see your Solaris system administrator.


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Open the CMS Supervisor application


Open the CMS Supervisor application

To open the CMS Supervisor application, do the following steps:

1. From the Microsoft Windows Start Menu, select Programs > Avaya > CMS SupervisorR14 > CMS Supervisor R14 -- English.

At this point, the CMS Supervisor application is open, but you are not logged in to the CMSserver. If you have not yet established connection settings to an CMS server, the systemdisplays the CMS Supervisor Controller and an Options window.

2. Continue with Establish the connection on page 45.

Establish the connection


Choose settings on page 46

Establish network settings on page 47

Establish serial settings on page 48 Establish modem settings on page 48

Establish SSH settings on page 49

1. Options icon

2. Login icon

1 2


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To establish connection settings to a CMS server, you must use the Options window. Thiswindow is displayed with the CMS Servers tab as the only active tab.

Besides New, the other options in the CMS Servers tab are as follows:

Remove - Highlight the name of the server and select this option to remove the CMSserver configuration that you entered previously. You will see a message that asks if aresure you want to delete the server configuration. SelectYes orNo.

Properties - Highlight the name of the server and select this option to display the ServerProperties window, where you can view or change the CMS server configurationproperties.

Choose settings

To choose the settings, do the following steps:

1. Perform one of the following actions, depending on how you want to connect to the CMSserver:

For more information, seeAutomatic and manual on page 44.

2. Since this is a new connection, select New.

The Server Properties window is displayed.

If you want to connect Then

Manually Select the Manual Login check box.

Automatically Do notselect the Manual Login check box.


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Establish the connection


3. Perform one of the following actions, depending on the type of connection that you want toestablish:

Establish network settings

To establish a network connection, do the following steps:

1. In the Connection box, make sure Network is selected.

2. In the Server Name text box, enter the name of the server that you will use.

3. In the Network Port text box, use the default of23 unless otherwise instructed by your

system administrator.

4. Select OK.

The CMS Servers tab is displayed with the options that you chose.

5. Select OK to accept the network settings. You must select a server from the list before youselect OK.

The Avaya CMS Supervisor Controller window is displayed. At this point, you are still notlogged in to the CMS server, but you have established connection settings to the CMSserver.

6. Continue with Log in to the CMS server for the first time on page 49.

For The following window isdisplayed

Go to

A network connection The Server Propertieswindow is displayed withnetwork settings.

Establish networksettings on page 47

A serial connection The Server Propertieswindow is displayed withserial settings.

Establish serialsettings on page 48

A modem connection The Server Propertieswindow is displayed withmodem settings.

Establish modemsettings on page 48

A network connectionusing SecureShell (SSH)

The Server Propertieswindow is displayed withnetwork settings.

Establish SSHsettings on page 49


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Establish serial settings

To establish a serial connection, do the following steps:

1. In the Connection box, make sure Serial is selected.


3. Select the correct settings for all the fields in the Serial Settings box.

See your CMS administrator for the appropriate serial settings.

4. Select OK.

The system displays the CMS Servers tab.

5. Select OK.



Establish modem settings

To establish a modem connection, do the following steps:

1. In the Connection box, make sure Modem is selected.


3. In the Phone Numbertext box, enter the telephone number of the CMS server.

If you do not know the telephone number, contact your CMS administrator.

4. In the Modem box, select the modem from the pull-down list of modems that areconfigured in Microsoft Windows.

5. Select OK.

The CMS Servers tab is displayed.

6. Select OK.




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Log in to the CMS server for the first time


Establish SSH settings

To establish a SecureShell (SSH) connection, do the following steps:

1. In the Connection box, make sure SSH is selected.


3. In the Network Port text box, use the default of22 unless otherwise instructed by yoursystem administrator.

4. Select OK.


5. Select OK to accept the network settings. You have to select a server from the list beforeyou select OK.

The Avaya CMS Supervisor Controller window is displayed. At this point, you are still notlogged in to the CMS server, but you have established connection settings to the CMS

server.


Log in to the CMS server for the first time

After you establish connection settings to the CMS server, you will log in to the CMS server.

To log in to the CMS server for the first time, do the following steps:

1. Use one of the following methods to log in to the CMS server:

Select Login from the Connect menu.

Select the Login icon .

2. Depending on how you established connection settings to the CMS server, one of twoactions will occur:

For Then Go to

An automatic loginconnection

The Login Informationwindow is displayed.

Step 3 inAutomatic login onpage 50

A manual login connection The Manual Loginwindow is displayed.

Step 2 in Manual login onpage 51


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Note:Note: For SecureShell (SSH) connections, your user ID must have a corresponding

password before you can log in to the CMS server. If your user ID was createdthrough the CMS ASCII interface or through Supervisor and you have not yet seta password, you will not be able to log in through an SSH connection.

Log in to the CMS server after the first time

After you log in to CMS Supervisor for the first time and establish your login ID and password,the login procedures change slightly. Follow the procedures either for an automatic or a manuallogin.


Automatic login on page 50

Manual login on page 51

Automatic login

If the connection settings are established for automatic login, you will log in to the CMS serverthrough the Automatic Login window. Now, each time that you open CMS Supervisor, thesystem displays the Avaya CMS Supervisor Controller window and the Login Informationwindow.

To log into the CMS server with automatic login, do the following steps:

1. Launch CMS Supervisoricon by executing it from its program group or from the desktop.

The Avaya CMS Supervisor Controller window is displayed with the Login Informationwindow in front of the Controller.

2. From the CMS Serverpull-down list, select the IP address or name of the CMS server.

3. Enter your CMS login ID in the Login ID field, or choose it from the history list of IDs if ithas been entered previously.

4. Enter your CMS password in the Password field.

5. Select OK.

The system displays a message box that indicates that CMS Supervisor is connecting to

the CMS server.

Once you connect to the CMS server, the system displays the Avaya CMS SupervisorController window with the CMS operations that are available on the toolbar. The statusline is active and the system displays two new menus, Commands and Scripts, in themenu bar.


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Log in to the CMS server after the first time


Related topic

For more information on the scripting feature, refer to the Avaya Call Management SystemAdministration guide.

Manual login

If the connection settings are established for manual login, you will log in to the CMS serverthrough the Manual Login window. Now, each time that you open CMS Supervisor, the systemdisplays the Avaya CMS Supervisor Controller window and the Manual Login window.

! Important:Important: The Manual Login window is not recommended for standard Solaris use. For

example, do not use this window to edit files. The Manual Login window is notaTerminal Emulator.

To log into the CMS server with manual login, do the following steps:

1. Launch CMS Supervisoricon by executing it from its program group or from the desktop.

The Avaya CMS Supervisor Controller window is displayed with the Manual Loginwindow in front of the Controller. At this time, you are notlogged in to the CMS server.

2. At the login prompt, enter your CMS login ID.

The system displays the prompts only after you enter information for the previous prompt.All prompts are shown in the example of the Manual Login window for convenience.

3. At the password prompt, enter your CMS password.

4. Perform one of the following actions, depending on which prompt that the system displays:

The Avaya CMS Supervisor Controller window is displayed.

Once you connect to the CMS server, the Avaya CMS Supervisor Controller window isdisplayed with the CMS operations that are available on the toolbar. The status line is

active and the system displays two new menus, Commands and Scripts, in the menubar.

If the system displays Then enter

The Enter Terminal Typeprompt

cvsup

The Solaris system prompt cms


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Related topics

For more information on the scripting feature, see the Avaya Call Management SystemAdministration guide.

For more information about how to use the Avaya CMS Supervisor Controller window, see

the Avaya Call Management System Administration guide.

Log off the CMS server

To log off the CMS server, do the following steps:

1. Use one of the following methods to log off of the CMS server:

Select Logout from the Connect menu.

Select the Exit icon .You are logged out of the CMS server and out of CMS Supervisor.

Select the Logout icon .

The system asks you to verify whether you want to log out.

2. SelectYes to log off the CMS server.

If you selected Exit in Step 1, CMS Supervisor logs you out of CMS and exits.

If you selected Logout in Step 1, CMS Supervisor logs you out of CMS, but theController window remains open.

3. Go to Exit CMS Supervisoron page 52.

Exit CMS Supervisor

To exit the CMS Supervisor application, do the following steps:

1. From the Connect menu, select Exit.

If you have logged off from the CMS server, CMS Supervisor is then closed.

If you have notlogged off the CMS server, the system displays the following message:

"You are currently logged in. Are you sure you want to exit?"


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Change connection settings


2. Select one of the following:

Change connection settings

!Important:

Important: You cannotbe logged in to a CMS server when you change connection settings.

To change connection settings to the CMS server, do the following steps:

1. Start CMS Supervisor.

2. Select Cancel from either the Login Information window or the Manual Login window.

The Avaya CMS Supervisor Controller window is displayed.

3. Select the Options icon .

The Options window is displayed with focus on the CMS Servers tab.

4. On the CMS Servers tab, select Properties.

The Server Properties window is displayed. Notice that the server name is displayed andcannot be changed.

5. In the Connection box, select the type of connection you want: Network, Serial, Modem,orSSH.

6. Change any settings as needed.

For information about how to enter serial and modem information, see Establish theconnection on page 45.

7. Select OK to change the connection.


If you select Then

Yes CMS Supervisor automatically logs you off fromthe CMS server and then exits.

No You are returned to the CMS SupervisorController window and remain logged in to theCMS server.


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Close CMS Supervisor windows

To close CMS Supervisor windows, use any of the standard Microsoft Windows-basedmethods. You can also select Exit from the Connect menu to close all windows and quit the

CMS Supervisor application.

If the CMS server shuts down or is changed to single-user mode, CMS Supervisor displays awarning message and then any open windows are closed.


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Chapter 5: CMS operations

This section provides information about the menus that you use to perform Avaya CallManagement System (CMS) operations in Avaya CMS Supervisor.


About operations on page 55

Actions menu on page 56

About operations


Tasks on the Operations tab on page 55

How to get to the Operations tab on page 55

Tasks on the Operations tab

Use the Operations tab to perform the following tasks:

Add items to the database

Find items in the database

Modify items in the database

Delete items from the database

Related topics

For detailed information about these tasks, see the Avaya Call Management SystemAdministration guide.

How to get to the Operations tab

Use any of the following paths to navigate to the Operations tabs of each specific area:

Commands > Dictionary


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Chapter 5: CMS operations


Commands > Exceptions

Commands > Agent Administration

Commands > Call Center Administration

Tools > System Setup

Tools > Maintenance

Tools > User Permissions

Actions menu


Purpose on page 56

Action menu items on page 57

Purpose

The Actions menu is found in the Dictionary, Exceptions, Agent Administration, CallCenter Administration, Maintenance, System Setup, and User Permission operationswindows. Actions are used to perform Avaya CMS-related functions.


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Actions menu


Action menu items

The following table lists the Actions menu items, their associated buttons, and a definition ofeach action.

Note:Note: Some of these actions are only available at specific times under certain

conditions.

Action Button Descrip

Documents

Install Gs