The Admin Interface application is a tool that enables you to make changes to select system files without having to go into each system file to change it directly. Run the Admin interface on the CVCC CIS server after installation of all server components is complete; see the CVCC Server Component List. This section describes the Admin Interface and provides a procedure to run the Admin interface.
During installation, the CVCC Server Setup Install Shield stores registry values for the server component(s) installed on each server.
Before you begin, ensure your OAI driver is established, review Admin Interface Overview, and gather all required data, such as the OAI driver information and switch configuration parameters. Use this information to configure the CVCC settings via the Admin Interface.
Any changes made in Admin, after the initial installation, require a restart of the CC TES service to take effect.
Admin Interface Overview
The following sections provide graphics of each tab on the Admin Interface followed by a table that describes the fields on that tab for your reference:
• General
• Server
• System Misc
• Resources
• System Resource Counters
• Audio Services
• Tracing
• Audio Server Trunks
• Switch
General Tab
Figure 2. Admin Interface Overview – General Tab
Table 46. Admin Interface Overview – General Tab
Field Name Description
Agent Audio Alert:
Audio Alert Filename Enter the filename for the audio sound to play for incoming calls.
The file entered must be copied to the "WebAgent"
directory on each web server.
System Email Settings:
Email Server Hostname Enter the hostname of the Email server (POP mail server) that houses the outbound email functionalities for the application. The email server submits Emails from IFlow “Send Email” script step and historical reporting.
IFlow BCC Email Address
Optional. Enter an address to receive a blind copy of each Email sent from the “Send Email” IFlow script step.
Agent Dial Analysis (Rules):
Max Local Digit Length Enter the maximum number of digits for a number that is "local" (an extension on the switch). All dials over this number are assumed remote (outside).
Remote Prefix List Enter comma-delimited list of all prefix codes that when used result in a remote dial such as "9" for an outside line, “011” for international.
Server Tab
Figure 3. Admin Interface Overview – Server Tab
Table 47. Admin Interface Overview – Server Tab
Field Name Description
Server IDs
Workflow Server Select the Workflow Server to view or set the associated ID.
WS ID Set the ID of this Workflow Server (WS).
There may be up to 3 WF servers in the system and each one must be set to a unique value. The WF ID for a Small Office installation is pre-set to 1.
Audio Server Select the Audio Server to view or set the associated ID.
AS ID Set the ID of this Audio Server (AS). There may be many Audio servers in the system and each one must be set to a unique value.
The AS ID for a Small Office installation is pre-set to 1.
Installed Components Read only; provides a reference of the installed components on each server in the system.
System Miscellaneous
Figure 4. Admin Interface Overview – System Misc Tab
Table 48. Miscellaneous System Settings
Field Name Description
System ID Reserved for future use – always set to 0 Message Routing Group Servers
Active Workflow Server List Enter the Hostname for each Workflow server in this system (if more than one, separate with commas).
Active CIS Server Enter the Hostname for the Critical Interlink server in this system.
Network Memory Mode Select the shared memory mode for the system.
The 3 options are:
• Auto Detect – Uses ScramNet if found, otherwise a memory mapped file
• Memory Map – Uses a local memory mapped file only (usually for single server
installations)
• ScramNet – Uses ScramNet network memory only (usually for multiple Workflow Servers sharing network memory)
Reporting Data logging
Maximum Log Data (MB) The maximum space allocated (in megabytes) for files the logger creates and stores on the server.
Max Available for Rewind (MB)
Total log data available (in megabytes) on the server for use in rewind recovery in case of a failure.
Resources Tab
Use the Resources tab to select the type of connection to make to the ResourceFiles share depending on your environment.
Figure 5. Admin Interface Overview – Resources Tab
Table 49. Admin Interface Overview – Resources Tab
Field Name Description Additional Info
Resource Files Path Enter the full path (in UNC format even if the path is on the same system) to the location where system resource files are stored.
This is the share drive created during the Resource Files Server installation.
Recording Files Path
Enter the full path (in UNC format even if the path is on the same system) to the location where system recordings are stored.
Normally set this to the same path as on the Resource Files Server but may be changed to a separate server if required.
Windows Domain The Windows Domain name for the Resource Files Server and Recording Files Server (if it is a separate server).
User ID If the resource path(s) are not local, enter the User ID to enable the server to access the resource path(s).
Both Resource and Recording paths must use the same User ID even if located on separate servers.
Password If the resource path(s) are not local, enter the
password required to enable the server to access the resource path(s).
Both Resource and Recording paths must use the same password even if located on separate servers.
System Database Connection
Configuration parameters for the system database connection. For more information, see the Install Database section of this guide.
Provider Enter the database provider type. Currently, the only supported value is MSDAORA (for Oracle databases).
Data Source Enter the Data Source name configured during database creation. For Oracle, this is the Oracle Service Name, found in the “tnsname.ora”
file.
Field Name Description Additional Info User ID Enter the User ID required
to access the database tables in the database. This User ID should match the User ID provided when the database scripts were executed to install the database.
Password Enter the password required to access the database tables in the database. This
password should match the password provided when the database scripts were executed to install the database.
Reporting Server Database Connection
Configuration parameters for the Reporting Server database connection (written to the reporting ASP file). For more information, see Install Database section of this guide.
Data Source Enter the Data Source name configured when the database was created. For Oracle, this is the Oracle Service Name, found in the
“tnsname.ora” file.
User ID Enter the User ID required to access the database tables in the database. This is generally a read-only login for the reporting server to access when creating historical reports.
System Resource Counters Tab
The System Resource Collector Service and the Disk Resource Utility Service collect data for reporting.
Figure 6. Admin Interface Overview – System Resource Counters Tab
Table 50. Admin Interface Overview – System Resource Counters Settings
Field Name Description
Schedule for System Resource Collector Service:
When schedule is active, collects system metrics (such as logged-in agents, audio ports in use, disk space utilization, etc), consolidates the data, and writes it to the database. This service captures a snapshot of the data from the Workflow Server(s) and Resource Files Server(s) according to the specified schedule.
Schedule Active Check to enable the schedule for operation.
When unchecked, the System Resource Collector Service does not collect any data.
Repeat Interval Set the schedule interval (such as every 30 minutes or every 1 day, etc.)
Interval may be set for:
• Minute(s)
• Hour(s)
• Day(s)
• Week(s)
Starting Date/Time Set the starting date and time for the schedule.
Workflow Server List Enter the list of Workflow servers where the System Resource Collector collects data.
Comma separate Hostnames.
Resource Server List Enter list of Resource servers from which the Disk Resource Utilization Service collects data.
Comma separate Hostnames
The Resource Server list must include all Resource Files Servers and all Recording Servers in the system.
Field Name Description
Repeat Every Set the schedule interval (such as every 30 minutes or every 1 day, etc.)
Interval may be set for:
• Minute(s)
• Hour(s)
• Day(s)
• Week(s)
Starting at Date Set the starting date and time for the schedule.
Audio Services Tab
Figure 7. Admin Interface Overview – Audio Services Tab
Table 51. Admin Interface Overview – Audio Services Settings Field Name Description
Recording Quality Select desired quality using the following table:
File Type File Ext Kb/sec Quality/Space
6 kHz ADPCM (4-bit) .v24 24 Low / Low
PCM formats are smaller and more efficient than WAV files.
When recordings are archived using the Recording Manager utility, recordings are converted to wav or wma format (for playing via any standard player.) Audio Server
Location
Audio Server Select an Audio Server from the drop-down list to view or modify the Location ID.
Location ID Enter the Location ID of the selected Audio Server.
The Location ID relates to the physical location of each Audio Server in the system. Assign a unique Location ID to the primary Audio Server as well as to any backup Audio Servers located at different physical locations.
Locations Managed by File Server
The physical location of each Audio Server managed by the Resource Files Server.
Resource File Server Select a Resource Files Server from the drop-down list to view or modify the Locations Managed list.
Location List Enter comma-delimited list of Audio Server physical Location IDs the Resource Files Server receives media from (recordings, voicemail, etc.)
Field Name Description
searches for an alternate resource using the Backup Location Search Order list provided for that location.
Add – Click to add a Backup Location Search Order for a location.
Delete – Click to delete the selected Location Search Order.
To edit a search order, double-click in the field, make the desired changes; click Save to save the changes before you exit Admin.
Switch Cabinet Locations
Applies to Pointspan switch platform only. Enter comma-delimited list of switch cabinet numbers installed at each location in the system. This
information is required to identify the Audio Server located at the node where a call originated.
Add – Click to add a location's cabinet number record to the list.
Delete – Click to delete a location from the list.
To edit a switch cabinet location, double-click in the field, make the desired changes; click Save to save the changes before you exit Admin.
Tracing Tab
Figure 8. Admin Interface Overview – Tracing Tab
Table 52. Admin Interface Overview – Tracing Server Settings
Field Name Description
Tracing Server Type
Select Server Select a server to view, or modify the Tracing settings.
This server is a local Tracing Server Select this radio button to have this server collect tracing information locally and/or to be a centralized Tracing Server.
This server will use a remote Tracing Server
Select this radio button to have this server send all tracing information to another Tracing Server.
Local Tracing Server Settings
Client Socket Port Enter the socket port to be used by Trace Viewer clients to connect to this tracing service (if changed, it must also be changed on the client applications.) Max Disk Space (MB) Enter the maximum number of megabytes
allowed for Tracing Server disk storage.
Trace Files Path Enter the full path to the directory where trace files will be stored or click Browse to select a path.
Remote Tracing Server Settings
Hostname Enter the name or the IP address of the machine used for tracing.
Host Socket Port Enter the socket port for the remote tracing server.
Audio Server Trunks Tab – Pointspan Switch Platform
The Audio Server Trunks tab contains the list of all Audio Server spans configured to connect the server to the Pointspan switch. You may add or delete Spans from the list.
Figure 9. Admin Interface Overview - Audio Server Trunks Tab - Pointspan
Table 53. Admin Interface Overview - Audio Server Trunks Tab – Pointspan Field Name Description
Audio Server Select the Audio Server to view, or modify Span settings.
Connected Spans
Total Spans Read Only. Provides the total number of spans configured.
Total Set To Active Sets the number of spans that are Active (such as spans the Audio server will activate as connected to the switch). This allows the server to have more physical spans than needed to connect to the switch.
Add Click to add a new span to the list.
Delete Click to deletes the selected span from the list.
Switch Tab – Pointspan Switch Platform
Figure 10. Admin Interface Overview – Switch Tab
Table 54. Admin Interface Overview – Switch Settings
Field Name Description
Switch Settings
Call Center Enter the Call Center that was configured on the switch, which is associated with the User Group and OAI facility for the Centergy Virtual Contact Center system.
Off Switch Dial Prefix Enter the Dial prefix required to make an outside call from the switch.
OAI App ID Enter the Application ID configured in the OAI Driver Control Program configuration.
OAI App Password Enter the Application Password configured in the OAI Driver Control Program configuration.
OAI Driver Name Enter the driver name configured in the OAI Driver Control Program.
Busy Pilot Enter the pilot number configured on the switch to provide "busy" tone to callers. Do not include the Busy Pilot in the range described in First Audio Pilot.
First Audio Pilot Enter the starting number for the range of pilots configured to provide hold audio sources (hold music and silence).
• Audio pilots must be contiguous on the switch.
• The first audio pilot must be configured for Silence and the second pilot must be configured for
Ringing similar to:
Audio Pilot # Configuration
• 2000 • Silence
• 2001 • Ringing
• 2002 • Music Sources Number of Audio Pilots Enter the number of audio pilots (music sources)
configured on the switch.
Priority 1 Msg Rate Message rate for priority 1 queue (messages per second) sent to the Pointspan switch. The rate depends on the switch matrix size and other applications using CTI links. Aastra recommends a setting of 20 for ¼ matrix, or 80 for full switch.
Field Name Description
Priority 2 Msg Rate Message rate for priority 1 queue (messages per second) sent to the Pointspan switch. The rate depends on the switch matrix size and other applications using CTI links. Aastra recommends a setting of 30 for ¼ matrix, or 120 for full switch.
User Group Enter the User Group configured on the switch, which is associated with the Call Center and OAI facility for the Centergy Virtual Contact Center system.
IVS Group Enter the Group number configured on the switch for the IVS resources.
WAH Pool The WAH Pool contains configuration information for the pool of WAH stations CVCC uses to manage Audio connections. The WAH ID and Agent ID referenced in the WAH Pool act as surrogate IDs for CVCC to use when connecting audio to an agent.
See Work at Home Stations for more information.
First WAH ID Enter the starting WAH ID number configured on the switch for the WAH sessions for use by Audio Servers.
The configured WAH IDs must be contiguous.
First WAH Station DIRN Enter the DIRN assigned to the first WAH ID as configured on the switch for use by Audio Servers.
The configured Station DIRNs must be contiguous.
Number of WAH Stations Enter the total number of WAH IDs configured on the switch; used by Audio Servers.
First Agent ID Enter the starting Agent ID for the range of Agent IDs;
used by the Audio Server and user Work At Home IDs.
This pool of Agent IDs is used by the system to make voice connections.