ZXNGCC

Software Installation Manual SoftACD

ZTE CORPORATION

ZXNGCC Software Installation Manual SoftACD

Copyright © 2003 ZTE CORPORATION

All rights reserved.

No part of this documentation may be excerpted, reproduced, translated, annotated or duplicated, in any form or by any means without the prior written permission of ZTE CORPORATION.

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Document Name ZXNGCC Software Installation Manual - SoftACD

Product version V4.00.03 Document version R1.0

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Preface

About This Manual

This manual introduces the installation and configuration of SoftACD in different

systems.

Contents

Chapter Overview Chapter 1 Configuration File

Introduction

Introduces the setting of configuration files.

Chapter 2 Installation in

Windows NT Operating

System

Introduces the installation in the Windows NT operating system.

Chapter 3 Installation in

Unix/Linux Operating System

Introduces the installation in the Unix and Linux operating

systems.

Chapter 4 Configuration of

Time Synchronization Clients

Introduces the configuration of time synchronization clients.

Chapter 5 Configuration of

Multiple Drive

Letters-Supported Position

Record

Introduces configuration of multiple drive letters-supported

position record.

How to Use This Manual

Conventions

1. Notational convention

Bolt indicates menus, menu options, function names, input fields, radio button

names, check boxes, drop-down lists, dialog box names, window names.

The symbol “>” separates a multi-level menu, e.g., File > New > Folder

indicates the Folder menu item under the New submenu of the menu File.

2. Keyboard Operation Convention

Format Description

Characters within angular

brackets

Indicate a key or button name, e.g., Enter, Tab and Backspace

Key 1+Key 2 Press Key 1 and Key 2 at the same time.

Key 1, Key 2 Press Key1 first. Then release Key 1 and press Key 2

3. Mouse Operation Convention

Format Description

Click Refers to clicking the primary mouse button (usually the left

mouse button) once

Double-click Refers to quickly clicking the primary mouse button (usually the

left mouse button) twice

Right-click Refers to clicking the secondary mouse button (usually the right

mouse button) once.

Drag Refers to pressing and holding a mouse button and move the

mouse

4. Danger, Warning, Caution and Note Statements

Danger, Warning, Caution and Note statements

are used throughout this manual to emphasize important and critical information.

You must read these statements to help ensure safety and to prevent product

damage. The statements are defined below.

Danger:

Indicates an imminently hazardous situation which, if not avoided, will result in death

or serious injury. This signal word is to be limited to the most extreme situations.

Warning:

Indicates a potentially hazardous situation which, if not avoided, could result in death

or serious injury.

Caution:

Indicates a potentially hazardous situation which, if not avoided, could result in minor

or moderate injury. It may also be used to alert against unsafe practices.

Note:

A Note statement is used to notify people of installation, operation, or maintenance

information that is important, but not hazard-related.

Tips: Indicates a suggestion or hint to make things easier or more productive for the reader

Statement: The actual product may differ from what is described in this manual due to frequent update of ZTE products and fast development of technologies. Please contact the local ZTE office for the latest updating information of the product.

-i-

Contents

1 Configuration File Introduction ............................................................................................................1-1

1.1 Overview........................................................................................................................................1-1

1.2 WIN_MGT.INI...............................................................................................................................1-1

1.3 acd.ini.............................................................................................................................................1-2

1.4 Module.ini ......................................................................................................................................1-4

1.5 zxin10.ini........................................................................................................................................1-6

2 Installation in Windows NT Operating System....................................................................................2-1

3 Installation in Unix/Linux Operating System.......................................................................................3-1

4 Configuration of Time Synchronization Clients...................................................................................4-1

5 Configuration of Multiple Drive Letters-Supported Position Record................................................5-1

5.1 Configuration of Multiple Drive Letters-Supported Record (Not Support Multiple Virtual Centers)

.............................................................................................................................................................5-1

5.2 Configuration of Multiple Drive Letters-Supported Record (Support Multiple Virtual Centers)..5-2

1-1

1 Configuration File Introduction

1.1 Overview

The SoftACD is in the UP10 operating system (V3.63/3.64). Currently, the SoftACD is

allowed to be installed in the WINNT, AIX, HP and Linux operating systems.

Meanwhile, the SoftACD can be used separately or used as a process with the UP10.

To use the SoftACD, the files WIN_MGT.INI and ACD.INI should be configured. In

the Linux operating system, the module.ini is also required.

To allow position SIP registration in the UP10, zxin10.ini should be configured. To be

compatible with the UP10, the configuration file path is C:\zxin10\config in the

Windows NT operating system. The configuration files in the Unix and Linux

operating systems are under the directory $HOME/etc/ (configuration files should be

encrypted using zxtool2 in the Unix/Linux operating system).

The default OS version is ZXINOSV2.0.05T03.

1.2 WIN_MGT.INI

The file is used to create communication layer configuration.

[general]

module=144

postoffice=11

areacode=11

ipaddress=10.130.13.182

isappserver=1

ntserver=129

jfserver=129

ommmp=2

modulecount=1

ZXNGCC Software Installation Manual SoftACD

1-2

[module1]

module=133

postoffice=11

areacode=11

ipaddress=10.130.49.101 , should be in the same network segment with local

IP.

1.3 acd.ini

[general]

acdDeviceID=10 ;Indicates deviceID of the SoftACD

softACDName=ACD ;SOftACD service name

accessLength=4 ;SoftACD access code length

msName= ;Default MediaServer name. It can be left

blank.

nfsName= ;Default nfs name, set as required.

adjuctCode=0 ;Whether to adjust code according to UP10.

When it is set integrated with UP10, the parameter is set to 0.

Up10Module=133 ;UP10 module No.

OamModule=145 ;OAM module No.

vCFlag=1 ;Whether to use virtual center synchronization.

bigEndianFlag=0 ;The value is set to 1 in the Unix operating

system and 0 in the Windows/Linux operating system.

fireWallFlag=0 ;Indicates whether to support firewall

traversal.

OAMDataPath=/home/zxin10/data ;Synchronization data directory

logFlag=0 ;Log level flag (0-no log, 1-error log, 2-alarm

log, 3-debug log, 4-detailed log. If the value is not set, detailed logs are printed by

default)

Chapter Error! Style not defined. Error! Style not defined.

1-3

forceRouteFlag=1 ;;1: Support routing (skill based) queue to

specified module. 0:Support direct queue to CTI. 1 by default

RouteModule=140 ;Routing point queue specified module No.,

valid when forceRouteFlag=1

RoutePno=9 ;Routing point queue specified PNO, valid

when forceRouteFlag=1

sipInReadyFlag=0 ;Position service flag allowed when position

SIP registers in UP10, default value is 0.

VxiModule=168 ;Vxi module No., fixed PNO=99

oneConfPreassignNum=5 ;Maximum members in the conference, it is 5

by default if it is not set.

rcvDtmfInterTime=10 ;Inter digit timeout, it is 8 by default if it is not set (in

unit of second). It is valid when position does not set the value.

rcvDtmfStartTime=15 ;First digit timeout, it is 15 by default if it is not set (in

unit of second). It is valid when position does not set the value.

acCode=11832D ;AC code is carried to the UP10 platform when outgoing

call is made. If the value is not set, do not carry the AC code.

minNoRingTime=30 ;After a call to a terminal is originated, release the

terminal when the specified time for no ringing is reached, in unit of second.

;Default value is 15 seconds.

ringBackFlag=0 ;Whether the ACD plays ring back tone via MS (0: No, 1:

Yes)

ringFlag183=0 ;Whether the ring back tone played is announcement 183

(0-announcement 200, 1-announcement 183. It is announcement 200 by default if it is

not set.)

BackupLogNum=20 ;Number of ACD backup files, backup file name is:

acd[year month day hour minute second].log

maxSizeOneLog=20 ;ACD log file size

[serviceToneList] ;Default tone list

ZXNGCC Software Installation Manual SoftACD

1-4

serviceToneCount=2

Tone1= 100:1,13.wav|2,14.wav|1,15.wav|2,16.wav|1,17.wav|

Tone2=101:1,13.wav| ; Combination mode: the combined tone

ID: variable announcement position tag (0: No variable announcement, 1:Variable

announcement ; played ahead, 2: Variable

announcement played behind), fixed announcement | variable announcement position,

fixed announcement | |

; 101:1,13.wav| indicates: announcement

101 is made up of fixed announcement 13.wav and variable announcement,

; Variable announcement is played ahead.

[recNfsList] ;Configuration of multiple drive

letters-supported position record

recNfsNum=3 ; Number of drive letters

nfsRecord1=NFS://Drive letter 1/ ; Corresponding drive letter 1

nfsRecord2=NFS://Drive letter 2/subdirectory 1/subdirectory 2/ ;

Corresponding drive letter 2

nfsRecord3=NFS://Drive letter 3/ ; Corresponding drive letter 3

nfsRecord4=NFS://Drive letter 4/ ; Corresponding drive letter 4

1.4 Module.ini

The file is only used in the Unix/Linux operating system.

[general]

ipcmode=0

ctimode=0

isenglish=0

modulecount=2

[module1]

startscript=zxcomm

Chapter Error! Style not defined. Error! Style not defined.

1-5

[module2]

startscript=acdserver

If the SoftACD and UP10 are running simultaneously, the file module.ini already exists.

It is required to add the SoftACD to the file as follows:

[general]

ipcmode=0

ctimode=0

isenglish=0

modulecount=9

[module1]

startscript=zxcomm

[module2]

startscript=R01MML

[module3]

startscript=sdfpro

[module4]

startscript=zxinserver

[module5]

startscript=smpser

[module6]

startscript=JFPro_ex

[module7]

startscript=zxupserver

[module8]

startscript=ProxyPro

[module9]

startscript=acdserver

ZXNGCC Software Installation Manual SoftACD

1-6

1.5 zxin10.ini

If the position requires SIP registered in UP10, it is needed to add the following setting

in zxin.ini.

[SIP]

ACD_DOMAIN=ACD ;ACD name

ACD_MODULE=133 ;ACD module No.

VERIFY_SS=0

If B200 is used between MediaServer and UP10, the following setting is required.

[MGCP]

B200_FLAG=1

Use the sms setting of UP10. Select packet type ZMS for MediaServer.

2-1

2 Installation in Windows NT Operating System

1. Click the SoftACD executable file.

2. Modify WIN_MGT.INI and acd.ini.

3. Start the OS program.

4. Start the SoftACD program.

3-1

3 Installation in Unix/Linux Operating System

1. Install the OS program provided by ZTE Corporation and configure it as

required. Generally, it is only needed to configure win_mgt.ini.

2. Transmit the acdserver program to the directory $HOME/bin/ via FTP using bin

mode. Meanwhile, transmit the acd.ini program to the directory $HOME/etc/

using text transfer mode.

Modify configuration according to the chapter Configuration File Introduction.

If you want to run the SoftACD with UP10, it is only needed to add the acdserver

process in module.ini.

To be compatible with UP10 in the Unix/Linux operating system, use the user zxin10

during installation. The start program is zxstart and stop program is zxstop. The use is

similar to that of UP10.

4-1

4 Configuration of Time Synchronization Clients

The device is set as NTP client (in Windows operating system). Synchronize the time

according to time server specified in the network.

1. Specify main time server

Input in DOS: net time/setsntp:10.40.90.119. The main time server address is

set to 10.40.90.119, which can be others.

2. Start to synchronize with main time server.

First stop the service windows time, and then start it. You can perform it on the

Service page in the Management Tool window, or input net stop w32time and

net start w32time in DOS.

3. Set the Windows time service to auto start.

You can set it on the Service page in the Management Tool window. The

Windows host cannot be added to any domain, otherwise, the service windows

time cannot be started. The Windows computer is the client of main time server

on the Internet. The computer will synchronize time with the main time server

when it starts. If the computer cannot connect to the Internet, it will

automatically synchronize time after 45 minutes.

The difference between computer clock and standard time cannot be greater than 12

hours, otherwise, it cannot synchronize time automatically. You should synchronize it

manually.

5-1

5 Configuration of Multiple Drive Letters-Supported Position Record

5.1 Configuration of Multiple Drive Letters-Supported Record (Not Support Multiple Virtual Centers)

1. Set NFS server on the MS.

2. Configure acd.ini. Refer to the recNfsList configuration description in the

section acd.ini.

Set the nfsRecordN drive letter of the recNfsList configuration item in acd.ini

to a root directory on the NFS server.

Example 1: Save records to /data1 on the NFS server which address is

10.130.51.234.

1) On the MS, set a mapping relationship with the directory /data1 on the NFS

server which address is 10.130.51.234, and use data1 as the alias.

2) The acd.ini configuration is as follows:

[recNfsList]

recNfsNum=1 ; Number of drive letters

nfsRecord1=NFS://data1/ ; Corresponding drive

letter 1

Names of three data1s in the example should be match. Otherwise the record

will fail.

Example 2: Save records to /data1/12/34/ on the NFS server which address is

10.130.51.234.

1) On the MS, set a mapping relationship with the directory /data1/12/34/ on the

NFS server which address is 10.130.51.234, and use data1 as the alias.

2) The acd.ini configuration is as follows:

[recNfsList]

ZXNGCC Next Generation Call Center Installation Manual SoftACD

5-2

recNfsNum=1 ; Number of drive letters

nfsRecord1=NFS://data1/12/34/ ; Corresponding drive

letter 1

Names of three data1s in the example should be match. Otherwise the record

will fail.

Example 3: Save records to /data1/12/34/ on the NFS server which address is

10.130.51.234. Save records to /data2/ on the NFS server which address is

10.130.51.234.

1) On the MS, set a mapping relationship with the directory /data1/12/34/ on the

NFS server which address is 10.130.51.234, and use data1 as the alias. On the

MS, set a mapping relationship with the directory /data2 on the NFS server

which address is 10.130.51.234, and use data2 as the alias.

2) The acd.ini configuration is as follows:

[recNfsList]

recNfsNum=2 ; Number of drive letters

nfsRecord1=NFS://data1/12/34/ ; Corresponding drive

letter 1

nfsRecord2=NFS://data2/ ; Corresponding drive

letter 2

Names of three data1s and data2s in the example should be match. Otherwise

the record will fail.

5.2 Configuration of Multiple Drive Letters-Supported Record (Support Multiple Virtual Centers)

Set NFS path according to virtual centers on the Web page. The use of NFS path is

similar to that of the previous case.

The configuration format should be: NFS://data1/

If the NFS://data1/ is set, the MS regards the record is local record and saves it to local

other than NFS server. /user/zte/xms/mrc/wave is added to the file path for local record

by default.