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businessphone
...it’s your business
Installation Guide
CALL CENTRE SUPERVISOR
Standard Edition
Call Centre Management
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BUSINESSPHONE CALL CENTRE SUPERVISOR - STANDARD INSTALLATION GUIDE EN/LZTBS 102 063/S R2C Copyright © 2000. Ericsson Austria AG. All rights reserved. This document contains proprietary information which is protected by copyright. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photo- copying, recording, or by any information storage and retrieval system, or translated into another language, without prior written cons
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:HOFRPHWRWKH%XVLQHVV3KRQH &DOO&HQWUH6XSHUYLVRU BusinessPhone Call Centre Supervisor is a The BusinessPhone Call Centre Supervisor Windows based application that enables you to Standard version 2 continuously receives real efficiently manage and monitor the time call event data from the exchange and BusinessPhone Call Centre functions monitors, displays and records the activities of the BusinessPhone ACD facility. Data is This package supports the following features: processed and used to p
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:HOFRPHWRWKH%XVLQHVV3KRQH&DOO&HQWUH6XSHUYLVRU EN/LZT BS 102 063/S R2C BusinessPhone Call Centre Supervisor - Standard Installation Guide iv
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7DEOHRI&RQWHQWV :HOFRPHWRWKH%XVLQHVV3KRQH &DOO&HQWUH6XSHUYLVRU ,QWURGXFWLRQ What’s new in Release 2.4............................................................................................. 9 Combined Installation Setup.............................................................................................. 9 Supporting Windows 95, 98 for all versions....................................................................... 9 &'520'HOLYHUHGZLWK&&63DFNDJH %DVLF+DUGZDUH5HTXLU
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7DEOHRI&RQWHQWV Initial Checks................................................................................................................ 34 Start Up ........................................................................................................................ 34 Minimum Configuration ................................................................................................ 34 /DQJXDJH8SGDWH Installing Language Files........................................................
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7DEOHRI&RQWHQWV Default Printer and Reports.......................................................................................... 54 Display Units ................................................................................................................ 54 Missing ACD Queues or Agent Groups ....................................................................... 55 Database Problems...................................................................................................... 5
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7DEOHRI&RQWHQWV EN/LZT BS 102 063/S R2A BusinessPhone Call Centre Supervisor - Standard Installation Guide viii
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,QWURGXFWLRQ ,QWURGXFWLRQ The CCS runs on a PC which receives data from the BusinessPhone 150 or Busi- nessPhone 250/50 exchange via an RS232 interface (V.24). The system software is installed by transferring the system files from the software release set onto the PC hard disk. The installer must then carry out some basic configuration to leave the system in a working condition for the user. Any future changes to the initial configuration may be carried out by the user following the detailed
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&'520'HOLYHUHGZLWK&&63DFNDJH &'520'HOLYHUHGZLWK&&63DFNDJH You will find a great variety of information on the CD-ROM which consists not only of CCS software and CCS documentation: Install Acrobat Reader Acrobat Reader is the display software from Adobe to view all documentation which is stored in the Acrobat PDF format. The display software is installed on the CD-ROM, therefore it is not necessary to install the display software. But it is recommended to install the software on you
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&'520'HOLYHUHGZLWK&&63DFNDJH Installation of CCS Documenation If you want to provide each CCS user with the documentation you have the option to install the complete range of documentation files onto a local hard-disk or a network drive. To install the CCS Documentation use the installation setup for Documentation located on the CD-ROM. You can either install it manually or by using the CCS Intro. manually: ..\Docu\Install\readme_en.txtEnglish ..\Docu\Install\readme_de.txtGerman ..\Docu
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&'520'HOLYHUHGZLWK&&63DFNDJH Standard PC Specification for Using Documentation on CD-ROM • 100% IBM compatible PC • CPU 486 DX2 66 MHz processor • 8 MB RAM (16 MB recommended) • Bus mouse • SVGA video card, non interlaced with at least 1 MB of memory • Colour monitor with 800 * 600 or higher resolution and True colours • 1 CD-ROM drive • Sound card (recommended) EN/LZT BS 102 063/S R2B BusinessPhone Call Centre Supervisor - Standard Installation Guide 12
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%DVLF+DUGZDUH5HTXLUHPHQWV %DVLF+DUGZDUH5HTXLUHPHQWV ([FKDQJH 5HTXLUHPHQWV CCS 2.4 supports BusinessPhone 150 as well as BusinessPhone 50/250 (up to V4.0). The installation script now includes the options: (a) BusinessPhone 150 or BusinessPhone 50/250 (up to V2.0) (b) BusinessPhone 50/250 from V2.1 onwards By default option (b) will be installed. &RPSXWHU 5HTXLUHPHQWV Standard PC Specification • 100% IBM compatible PC • Pentium 133 MHz processor • 16 MB RAM (minimum) • Bus mouse • 1 int
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%DVLF+DUGZDUH5HTXLUHPHQWV Number of Agents 1-10 Adaptation Unit - 10 11-20 Adaptation Unit - 20 21-30 Adaptation Unit - 30 31-40 Adaptation Unit - 40 The adaptation unit is fitted to the parallel port. If the adaptation unit is removed the CCS will not function. The unit has no effect on printing, and will work if the printer is off line, turned off altogether, or not connected. When a printer is fitted the printer cable PC connector is fitted into the adaptation unit. Exchange to PC Connec
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%DVLF6RIWZDUH5HTXLUHPHQWV %DVLF6RIWZDUH5HTXLUHPHQWV The PC should be prepared for installation using the manufacturer’s instructions to format the hard disk and install MS Windows 3.11 (Windows for Work- groups) or MS Windows 95/98 if necessary. Any checks suggested by the PC Manufacturer should be carried out to ensure the correct functioning of the PC and the monitor. Operating System Software One of the following System Software is required to run CCS on a PC: • Windows for Workgroups
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3&,QVWDOODWLRQ3URFHGXUHV 3&,QVWDOODWLRQ3URFHGXUHV The PC should be prepared for installation using the manufacturer’s instructions to format the hard disk and install Windows if necessary. For best performance Windows for Workgroups 3.11 should be set up for 32 bit file and disk access. The required set up procedure is a normal Windows procedure accessed via the 386 Enhanced icon in the Control Panel. To set up 32 bit access follow the rele- vant set up procedure described in Windows doc
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$SSOLFDWLRQ6RIWZDUH,QVWDOODWLRQ $SSOLFDWLRQ6RIWZDUH,QVWDOODWLRQ The system is divided into two parts, the Database Engine and the CCS itself. Each part is installed separately. The Database engine must be installed before the CCS can be installed. Power up the PC and wait for Windows to load Insert CD-ROM into your computer’s drive • If the Autostart function of your operating system is activated, a special pro- gram - called Introsequence - will start automatically. • It the Autostart fun
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$SSOLFDWLRQ6RIWZDUH,QVWDOODWLRQ The Borland Database Engine setup-routines has now been started. Follow the installation instructions and enter the parameters requested as necessary When the BDE installation has finished, install the CCS Note: We recommend that you accept default options when choosing directory path names, as this makes the post-installation process much easier. How- ever, you may install the BDE to any directory you wish. If you do not ac- cept default parameters you must ma
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$SSOLFDWLRQ6RIWZDUH,QVWDOODWLRQ EN/LZT BS 102 063/S R2B BusinessPhone Call Centre Supervisor - Standard 19 Installation Guide
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$SSOLFDWLRQ6RIWZDUH,QVWDOODWLRQ %XVLQHVV3KRQH&DOO&HQWUH6XSHUYLVRU To install the CCS application software: Click on "install software" Click on “install ccs standard”. The installation wizard will be opened. Follow the instructions of the installation wizard. The CCS application uses a normal Windows Install Shield Wizard to direct in- stallation. EN/LZT BS 102 063/S R2B BusinessPhone Call Centre Supervisor - Standard Installation Guide 20
